Versadial Call Recorder - Best Practices and Tips, Troubleshooting

 Installation and License Activation

• Prepare PC or VM, Install 3rd party software, Install Hardware (boards)  and configure drivers, see Steps 1, 2 and 3  Quick Start
• Install Adutante server and create Recorder record, select Recorder Name (RecorderID), see  Step 4.   Quick Start
• Install VSLogger, Activate license and register with Adutante see  Step 5  and 7.   Quick Start

  Access HTML based user interface (browser interface)

• To connect direct to VSLogger :   Go to https://recorderpcname-or-ip:22443/vslogger   (login for single built-in "admin"  user account, configured on VSLogger)
• To connect  to Adutante :   Go to https://recorderpcname-or-ip:8443/portal/     (login for users, configured in Adutante / General Administration  module)
• To connect to VSLogger via Adutante :  Go to https://recorderpcname-or-ip:8443/portal/ , select Recorders Module,  Select Recorder and press "Access Recorder" button. VSlogger UI will open in new TAB . ( This allows login to VSLogger to users configured in users in Adutante / General Administration  module)

  Hardware configuration (VSLogger)

• To configure Synway boards (analog, digital, T1/E1/ISDN) , use config hw shcti
• To configure AudioCodes boards (analog, digital, T1/E1/ISDN) , use config hw smart
• To configure passive VoIP  traffic capture, individual devices or SIP/VoIP  trunks, use config hw voip
• To configure terminated VoIP recording (e.g. SIPREC protocol like or Cisco BIB style of recording), use config hw siprec
• To configure virtual channels and hardware (uploads from satellite recorders or Desktop assistant) use VSLogger/ Setup /HW view , to be available  starting Version 4.7.2.0   

  Recordings and configuration backup

• Maintaining Archives and/or NET diskset (a 2nd copy of the recordings on the network drive), basically replaces backup procedure and allows recording recovery. In addition to archiving user may choose tobackup MAIN recordings storage periodically.

• Periodically Backup   C:\ProgramData\Adutante\vslogger  folder to  enable VSLoger settings recovery and reinstallation
• To backup user activity data and some important settings use "CLI Tools"/"DB Maintenance"/"Backup DB" to backup MAIN database. MAIN database holds some settings that cannot be recovered from the recording files, e.g. agent teams, time logs and user options.  Periodic backup of this data is highly recommended Automatic VSLogger server MAIN DB backup feature planned to be added starting Version 4.8.7.0.  VSLogger DB backups stored in  C:\ProgramData\Adutante\vslogger/data/db/backups  folder

• Adutante DB contains program users and permission setting, call-center seating configuration, QC and Attendance modules data.  To backup your users and permission setting open Adutante Server UI,  "General Administration"/"Backup". Schedule backup for every 1..10 days.  
• Backup folders stored in the folder configured in \applications\config\adutante.properties file.  e.g.  default location is   adutante.backup.folder=c:/Versadial/adutantedata/backups/

  Updating to a newer version 

  Inexpensive switch with mirror port

 Recommended settings for my recording server

• Disable Windows Update and Enable Manual Update
• Disable power savings mode for your NIC
• Enable/Configure SMTP, once enabled Enable/Configure Server Alerts

 I cannot connect direct to VSLogger 

• Make sure VSLogger server is installed and VSLogger connection service is running
• make sure selected URL is correct or reachable from your location (default URL is   https://recorderpcname-or-ip:22443/vslogger ).  Check recorder configuration to make sure that default port (22443) not changed to different value
• Try to use direct IP address, if DNS resolution problem is suspected 

• You connected to VSLogger. To get rid of this message you have to accept existing certificate or  resolve SSL message (see How to Resolve SSL Certificate Warnings )

• Default login to cli (user “admin” password “admin”);
• If you changed default login  see VSLogger Administrator user and password reset 

  I cannot connect direct to Adutante

• Make sure Adutante server is installed and running
• make sure selected URL is correct or reachable from your location (default URL is   https://recorderpcname-or-ip:8443/portal/).  
• Try to use direct IP address, if DNS resolution problem is suspected 

• You connected to Adutante. To get rid of this message you have to accept existing certificate or  resolve SSL message (see .  How to Resolve SSL Certificate Warnings )

• Ask adutante administrator to reset your password
• Default administrator login to cli (user “admin” password “adutante”)  is usually changed or account disabled;
• If you are administrator and want to reset Adutante password, see  Adutante  Administrator  password reset 

 I cannot connect to VSLogger from Adutante Recorders module

• This is most likely an issue with the netserver settings in the CLI. Please see: Call Recorder Connection Service configuration
• The next most likely issue is the recorder is not registered in Adutante. Check your recorder here: Recorders Admin - Recorders Tab
• If not registered, please see this guide next: VSLogger - Adutante registration

 I can ping the IP address of Adutante, but the page is not found from my web browser?

There are 4 ways to resolve this issue: 

1. If you manage your LAN DNS server, we recommend to dd a new A-record in the forward lookup zone of the domain.
2. Suggested - will resolve future issues as well.
   Go to the Forward look up zone properties and allow both secure and non-secure DNS updates.
3. Reconfigure the CLI netserver to use IP address instead of the PC name:
   Please see: Call Recorder Connection Service Configuration
   and re-create your SSL certificate by IP address: SSL Certificates
4. Bypass - Not recommended as it may cause future harm if addressing changes.
   C:\Windows\system32\drivers
   Go to the hosts file of the local PC and add the following entry:
   192.168.1.123              computername 

Then, check access to the recorder.

  I can connect to Adutante, but when the page opens I see a certificate error…

There are 2 issues you may see with certificates:

1. Your PC is being asked to send a certificate to the recorder, you see a message stating:
   Select a certificate
   Select a certificate to authenticate yourself to computer:8443
   Options: Certificate Information  / OK / Cancel
   Click Cancel and you shouldn’t be prompted again.

2. There is a warning stating it’s not safe to proceed…
   Please see the certificate page here: SSL Certificates

  My VoIP doesn't record…

•  make sure recorded devices configured for ( e.g.  Cisco UCM configured for built-in bridge (BIB) recording (see Recording Cisco BIB phones)

 Analog channel doesn't record… 

  Digital channel doesn't record…

 Agents and QC Evaluation Forms not showing in VSLogger.

 No sound – When the recording is played, I do not hear any sound

• If there is no  Speaker icon, Windows sound subsystem must be configured  (please see your internal IT).
• If there is Speaker Icon and sound does not play, Go to the control panel and set the default speaker in Sound applet, re-open your browser and re-test or consult internal IT.

 How do I delete calls?