Frequently Asked Questions (FAQ)

Common FAQs

• After about an hour, I get kicked out of the recorder. How can I increase the log out time?
• How do I reset my Versadial Administrator password?
• Can we use a backup application instead of archiving feature?
• Why is there a time stamp in recording file name off by several hours from local time?

Licensing

• How do I add new phones or users when I need to?
• What happens, if I change or I upgrade phone systems?

Software Maintenance Plan

• What do I receive when I am on an active Software Maintenance Plan?
• How much is annual software maintenance plan? Reinstatement?
• Can I get upgrades or support if I do not have an active software maintenance plan?
• Will my recorder still record if I am not on a software maintenance plan?

Software Activation

• What is software activation?
• How many times can I activate my software?
• How do I Activate or Reactivate my software license?
• Why do I need to call in to activate my software?

Other General FAQs

• What is the warranty and support coverage?
• What are requirements for VMWare?
• What kind of call quality can we expect with your solution?
• How to play webm files
• How to play downloaded WAV or Original VSLogger audio files
• How to check Wiring Quality for an Audio Codes NGX digital' card? (in case calls are not recording or recorder is not receiving audio)

 

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Common FAQs

After about an hour, I get kicked out of the recorder. How can I increase the log out time?

There is a timeout built in for security, if you want to remove the timeout completely please follow this procedure:

login>
->u admin p admin

cli>
->config netserver
cli>(config-netserver)

->timeout 0
(in mins , default 60)
cli>(config-netserver)

->save
Saving...
Logger settings were saved.
Saving channel settings ...
Channel settings were saved
Type "reload" command, to take effect.

cli>(config-netserver)
->exit

cli>(config)
->reload

Reloading...
server is busy, wait...

Browse to:
C:\Versadial\Adutante\applications\adutante\webapp\aduportal\WEB-INF\

Open the file:
web.xml  (Use Wordpad, or Notepad++)

change value in this tag:
<session-config>
<session-timeout>60</session-timeout>
</session-config>

Change 60 to 0. or increase/decrease the values as needed

How do I reset my Versadial Administrator password?

Here are all of the default logins: 

Windows:

• Usr - vsadmin
• Psw - admin

VSLogger (WebUI from All apps menu):

• Usr - admin
• Psw - admin

Adutante:

• Usr - admin
• Psw – adutante or Welcome1!

User names and passwords are case sensitive and are exactly as typed.

If this isn’t successful, passwords can be reset;

How To Reset Adutante or VSLogger built-in administrator passwords ( see   Adutante vs VSLogger )

 

Can we use backup application instead of archiving feature?

You can use backup application to restore recorder settings and recorded data stored on the recorder. Configure to backup following:

1. VSLogger:  all disks in MAIN storage set. (one or more disks)
2. VSLogger: settings folder (default VSLogger data folder location is  C:\ProgramData\Adutante\vslogger)
3. Adutante: Adutante installation folder (default C:\Versadial\Adutante)
4. System state (to restore configuration of the recording services )

 

Note:

• Purpose of the archiving is to store and retain recordings. For example, you can have many years of the recordings stored in the archives, while only recent recordings stored on recorder itself.
• Purpose of the backup is the ability to restore recorder to the state it was at some point in the past.

 

Why time stamp in recording file name is off by several hours from local time?

File names of the recordings generated by VSLogger are based on UTC (Coordinated Universal Time). This allows us to resolve multiple programmatic and legal issues, such as:

1. avoiding name sensitivity to recorder PC time settings (Time zone, and Day Time Saving parameters )
2. Naming shift during Day Time Saving period transition. 
3. Potential confusion about actual time when recording was generated. If local time be used,  opening recordings created by recorder in Pacific Time Zone, with recorder in Eastern Time Zone would introduce 3-hour difference problem, which is prone to misreading

 

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Licensing

How do I add new phones or users when I need to?

Adding Users:
You can add/remove users anytime you want. Use General Administration to modify users.   No need for extra hardware or software license required. 

Adding Phone Lines:
Adding extra phones might require extra hardware and /or software licenses. This depends on recording site configuration you selected.

If recorder connected to PBX trunk lines, but you add only internal phones – no need for extra hardware or software on recorder side.

If recorder connected to PBX extensions (internal lines) and you add extra lines to record, you’ll need both extra hardware and extra software license. Contact your Account Manager for more details

 

What happens, if I change or I upgrade phone systems?

VSLogger License
VSLogger licensed per number of recorded channels/lines without regard to type of the recorded line. You can change phone system, recording boards used to record, etc. with no need for extra licensing, as long as the total number of recorded lines stays the same.

Recorded Line Compatibility
Your ability to use Versadial recorder with any new phone system can be affected by the recording hardware compatibility, especially, if you record digital PBX extension lines. Our recording boards support vendor specific subsets of the PBX and phone models. You will not be able to reuse existing recording boards unless they support your new phone system and telephones model(s). If your new phone systems are not supported by existing recording boards, you can use boards from other hardware vendors (Versadial currently supports hardware from three different vendors).

Contact your Account Manager for more information.

 

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Software Maintenance Plan

What do I receive when I am on an active Software Maintenance Plan?

Annual Software Maintenance Plans (SMP) provides customer (and customer representatives e.g. reseller ) with :

• One year access to support desk. Unlimited telephone,  email and remote support;
• One year access to online resource center (technical information and downloads)
• Software corrective updates
• One Software upgrade per year
• One Re-configuration per year
• Lower cost of replacement for lost license key
• Lower cost system expansion

Most importantly, you will receive peace of mind that your recorder will be maintained and taken care of by Versadial Solutions.

 

How much is annual software maintenance plan? Reinstatement?

Software Maintenance renewal cost based on the number of recorded channels.  If not renewed within 1 month after expiration, Software Maintenance plan will be terminated,

You can reinstate terminated maintenance plan, however, there is an additional reinstatement fee.

 

Can I get upgrades or support if I do not have an active software maintenance plan?

No. To receive support or any upgrades from Versadial you must have an active software maintenance plan. 

 

Will my recorder still record if I am not on a software maintenance plan?

Yes, your recorder will function and record without interruption. You own the recorder. The software maintenance plan simply allows you to upgrade and access our support desk if you should run into technical issues. We also release features and enhancements to our software, having a maintenance plan allows you to upgrade to the latest version of our recorder. 

 

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Software Activation

What is software activation?

During initial software setup, we require your license to be registered and activated. Activation process communicates with our internal server and verifies you license ID and takes a digital footprint of your server. No personal information is collected other than hardware footprint for the server.  

How many times can I activate my software?

Your initial purchase allows you one free activation. A second activation may be granted, however, after a third activation attempt the system will prompt you to call our customer service department to verify your license ID. Please note, you may be charged for the additional activation and this fee is determined on a case by case basis. 

How do I Activate or Reactivate my software license?

For a detailed explanation on how to activate your license, please CLICK HERE. 

 

Why do I need to call in to activate my software?

If you have exceeded your allocated number activation's for your license ID, we require you to contact Versadial support to verify your license ID and server. Due to our license ID structure and software registration, we may require our customers to contact us when activating the software. This measure is in place to reduce abuse and is usually required when activating multiple times within a short period. Please note, our servers and software are designed to run for many years without the need for re-installation or hardware changes.  Manual Activation is rarely required. 

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Other General FAQs

 

What is the warranty and support coverage?

For detailed information on our current warranty and support coverage please speak with an Account Manager.

 

What are requirements for VMWare?

Versadial Adutante (users management, recorders access management, and QC module  ) can run in virtual machine  environment, if needed.

VSLogger - recording engine can run in virtual machine  environment with following limitations:

• Recording is limited to channels that do not require specialized board for recording:  VoIP channels, Screen capture channels and virtual channels(remote satellite uploads channels).
• VoIP recording via packet capture from the network Mirror port will require VM network interface configured for nettraffic capture, which might introduce some difficulties
• Any  TDM channels (analog, digital PBX, T1/E1/ISDN ) require voice boards and not supported from VM.
• Older versions of the software (prior VSLogger  4.7.0.0 ) require USB license key (LICKEY_USB) and VM environment host PC  should have spare USB port allocated for license key. VM (guest) should be given direct access to License key USB device

 

 

What kind of call quality we can expect with your solution?

Telephone quality audio is 16 bit PCM, with 8 kHz sampling rate. On digital audio usually encoded with u-law or a-law codec.

This is usually the best you can get, when recording from the telephone lines.

VoIP calls in most cases also use G.711 codecs and  16 bit PCM, 8 kHz sampling rate audio.

In rare cases VoIP networks have  16 bit PCM, 16 kHz sampling rate audio (G.722 family codecs).

How to play webm files

1.   The newest Version of the popular VLC Player 2.1 is now also capable of playing WebM-Files. Download it here.
2.  Use Google Chrome or Opera browser to play .webm on your PC.

To configure chrome as default .webm player on Windows, do following:

• right click on .webm  file
• Select "Open with",  and Select "Choose default program"
• Select Browse
• browse and  chrome.exe, where ever it is selected on your PC (usually C:\Program Files (x86)\Google\Chrome\Application\chrome.exe)
• Press OK

 From this point you should be able to play .webm file by double clicking on it.

 

How to play downloaded WAV or Original VSLogger audio files

1. If you download recording as .wav file. You can play it with PC default media player by double clicking on the file.
2. If you download "original recording" (Versadial Format), you can use vslplayer.exe program.
1. It is installed with VSLogger  in ( ../Versadial Solutions/vslogger)  folder

Note: You may download .wav file by playing the recording and the option to download as .wav will be available in the player as well as a menu option when viewing all the recording in a table format. Additionally, to download as "original" format, this is an option available when viewing the recordings under search and playback and table view.

 

 

How to check Wiring Quality for an Audio Codes NGX digital' card? (in case calls are not recording or recorder is not receiving audio)

1. Stop Versadial Recording service (Start/Run/services.msc) or from Microsoft Computer Manager, services.
2. Run the SmartView utility (Programs/Ai-logix/Smartworks/Smartview).
3. Select the MTSysStartup menu item or press F2.

On a correctly configured system, the Resource status for all channels should change from Closed To Open.

1. Highlight the channel you want to test, 0 is the start, not 1…
2. For NGX boards, under the menu item Framer Statistics/MTGetNGXFramerStatistics
3. Click ‘Clear’ to reset the values, then click ‘Get’ for new statistics.
4. Verify that there is amplitude on the line and there are no TE, NT or sync errors. NT value should also be greater than TE value. Values of 0 means no signal or connection. Each channel has a framer and you can get the values for each one individually by selecting a framer number.

 

The top circled set shows a good set of error check – no line errors is good, the higher the count the worse the connection.

The second circled set is the amperage of the signal, the lower the number the weaker the signal.

 

If errors exist then:

1. Verify cable lengths do not exceed AudioCodes recommendations (100’).
   (Details are posted on Online Help > Files & Documents > NGX Matrix.)
2. Check cable connections and wiring of the recording system. Correct any loose cables.
3. Once cables are corrected, retest.
4. If there are still errors, re-punch all connections on the affected channels.

1.