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Table of Contents

FortiVoice Phone System Administration Guide

Recording calls

For supervising and monitoring purposes, you can record incoming and outgoing calls to and from the extensions matching the caller number patterns or dialed number patterns you set. You can also select the recorded file format and archive the recorded calls.

This topic includes:

Configuring call recordings

Call Feature > Call Recording > Policy allows you to configure call recordings by creating, editing, removing, saving, or viewing a recording.

GUI field

Description

View Recordings

Click to view, listen, search, or save the recordings. You can also do so by going to Status > Storage > Recorded Calls. For details, see Playing recorded calls.

Enabled

Select to activate this call recording service.

Name

The name of the call recording service.

Description

Information of call recording configuration.

To configure a call recording

  1. Go to Call Feature > Call Recording > Policy.
  2. Click New.

    GUI field

     

    Description

    Recording Policy

     

     

    Name

    Enter a name for this configuration.

     

    Enable

    Select to activate this configuration.

     

    Description

    Select the category of calls you want to record: by phone number, department, user group, trunk, or queue.

     

    Caller number pattern

    This option appears if you select By Phone Number for Description.

    Enter the number pattern to match the callers’ phone numbers following the pattern:

    ^[0-9XNZ]*[^\.]*$

    where X=(0-9), Z=(1-9), and N=(2-9).

    For more information, see Configuring PBX options.

    The phone calls from the numbers matching the pattern will be recorded.

     

    Dialed number pattern

    This option appears if you select By Phone Number for Description.

    Enter the number pattern to match the dialed phone numbers following the pattern:

    ^[^_][0-9XNZ\.]*$

    where X=(0-9), Z=(1-9), and N=(2-9).

    For more information, see Configuring PBX options.

    The phone calls to the numbers matching the pattern will be recorded.

     

    Department

    This option appears if you select By Department for Description.

    Select the extension department of which you want to record the calls. You can add a new department or modify an existing one. For more information, see Creating extension departments.

     

    Group

    This option appears if you select By User Groupfor Description.

    Select the user group of which you want to record the calls. You can add a new group or modify an existing one. For more information, see Creating user groups.

     

    Trunk

    This option appears if you select By Trunk for Description.

    Select the trunk of which you want to record the calls. You can add a new trunk or modify an existing one. For more information, see Configuring Trunks.

     

    Queue

    This option appears if you select By Queue for Description.

    Select the call queue of which you want to record the calls. For more information, see Creating call queues and queue groups.

     

    Direction

    This option appears if you select By Queue for Description.

    Select the direction of call queue of which you want to record the calls.

     

    Record ratio

    Enter the recording percentage.

     

    Retention duration

    Enter the days for which you want to keep the recordings.

     

    File name format

    Select the format of the downloaded recorded call files generated under this policy.

    The file format is useful when you filter downloaded recorded call files by going to Status > Storage.

  3. Click Create.

Archiving recorded calls

Configure the Setting to archive the recorded calls.

To configure the recording archive Setting

  1. Go to Call Feature  > Call Recording > Archive.
  2. Configure the following:

    GUI field

     

    Description

    Rotation Setting

     

     

    Recording rotation size/time

    Enter the recorded file rotation size and time.

    When the file reaches either the rotation size or time specified, whichever comes first, the archiving file is automatically renamed. The FortiVoice unit generates a new file, where it continues saving recording archives. You can access all rotated files through search.

     

    Archiving options when disk quota is full

    Specify what the FortiVoice unit should do if it runs out of disk space. Select Overwrite to remove the oldest archived folder in order to make space for the new archive, or select Do Not Archive to stop archiving more recorded calls.

    Destination Setting

     

     

    Destination

    Select an archiving destination:

    Local: the FortiVoice unit’s local hard drive or a NAS server.

    Remote: a remote FTP or SFTP storage server.

     

    Local disk quota

    If Local is the archiving destination, enter the disk space quota.

    The total disk quota for archiving calls cannot exceed 50% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 50 GB can be used for call archiving.

    If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.

    If Remote is the archiving destination, configure the following:

     

    Protocol

    Select the protocol that the FortiVoice unit will use to connect to the remote storage server, either SFTP or FTP.

     

    IP address

    Enter the IP address of the remote storage server.

     

    User name

    Enter the user name of an account the FortiVoice unit will use to access the remote storage server, such as FortiVoice.

     

    Password

    Enter the password for the user name of the account on the remote storage server.

     

    Remote directory

    Enter the directory path on the remote storage server where the FortiVoice unit will store archived calls, such as /home/fortivoice/call-archives.

     

    Remote cache quota

    Enter the FortiVoice cache quota that is allowed to be used for remote host archiving. The total cache quota for archiving calls cannot exceed 20% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 20 GB can be used for call archiving.

    If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.

     

    Schedule

    Select a schedule for the archiving.

  3. Click Apply.

Setting the recorded file format

Select the format for recording calls. Recording bit rate is the number of bits that are conveyed or processed per unit of time.

To set the recorded file format

  1. Go to Call Feature > Call Recording > Setting.
  2. Select the format- recording bitrate: Standard or Low rate.
  3. Click Apply.

Recording calls

For supervising and monitoring purposes, you can record incoming and outgoing calls to and from the extensions matching the caller number patterns or dialed number patterns you set. You can also select the recorded file format and archive the recorded calls.

This topic includes:

Configuring call recordings

Call Feature > Call Recording > Policy allows you to configure call recordings by creating, editing, removing, saving, or viewing a recording.

GUI field

Description

View Recordings

Click to view, listen, search, or save the recordings. You can also do so by going to Status > Storage > Recorded Calls. For details, see Playing recorded calls.

Enabled

Select to activate this call recording service.

Name

The name of the call recording service.

Description

Information of call recording configuration.

To configure a call recording

  1. Go to Call Feature > Call Recording > Policy.
  2. Click New.

    GUI field

     

    Description

    Recording Policy

     

     

    Name

    Enter a name for this configuration.

     

    Enable

    Select to activate this configuration.

     

    Description

    Select the category of calls you want to record: by phone number, department, user group, trunk, or queue.

     

    Caller number pattern

    This option appears if you select By Phone Number for Description.

    Enter the number pattern to match the callers’ phone numbers following the pattern:

    ^[0-9XNZ]*[^\.]*$

    where X=(0-9), Z=(1-9), and N=(2-9).

    For more information, see Configuring PBX options.

    The phone calls from the numbers matching the pattern will be recorded.

     

    Dialed number pattern

    This option appears if you select By Phone Number for Description.

    Enter the number pattern to match the dialed phone numbers following the pattern:

    ^[^_][0-9XNZ\.]*$

    where X=(0-9), Z=(1-9), and N=(2-9).

    For more information, see Configuring PBX options.

    The phone calls to the numbers matching the pattern will be recorded.

     

    Department

    This option appears if you select By Department for Description.

    Select the extension department of which you want to record the calls. You can add a new department or modify an existing one. For more information, see Creating extension departments.

     

    Group

    This option appears if you select By User Groupfor Description.

    Select the user group of which you want to record the calls. You can add a new group or modify an existing one. For more information, see Creating user groups.

     

    Trunk

    This option appears if you select By Trunk for Description.

    Select the trunk of which you want to record the calls. You can add a new trunk or modify an existing one. For more information, see Configuring Trunks.

     

    Queue

    This option appears if you select By Queue for Description.

    Select the call queue of which you want to record the calls. For more information, see Creating call queues and queue groups.

     

    Direction

    This option appears if you select By Queue for Description.

    Select the direction of call queue of which you want to record the calls.

     

    Record ratio

    Enter the recording percentage.

     

    Retention duration

    Enter the days for which you want to keep the recordings.

     

    File name format

    Select the format of the downloaded recorded call files generated under this policy.

    The file format is useful when you filter downloaded recorded call files by going to Status > Storage.

  3. Click Create.

Archiving recorded calls

Configure the Setting to archive the recorded calls.

To configure the recording archive Setting

  1. Go to Call Feature  > Call Recording > Archive.
  2. Configure the following:

    GUI field

     

    Description

    Rotation Setting

     

     

    Recording rotation size/time

    Enter the recorded file rotation size and time.

    When the file reaches either the rotation size or time specified, whichever comes first, the archiving file is automatically renamed. The FortiVoice unit generates a new file, where it continues saving recording archives. You can access all rotated files through search.

     

    Archiving options when disk quota is full

    Specify what the FortiVoice unit should do if it runs out of disk space. Select Overwrite to remove the oldest archived folder in order to make space for the new archive, or select Do Not Archive to stop archiving more recorded calls.

    Destination Setting

     

     

    Destination

    Select an archiving destination:

    Local: the FortiVoice unit’s local hard drive or a NAS server.

    Remote: a remote FTP or SFTP storage server.

     

    Local disk quota

    If Local is the archiving destination, enter the disk space quota.

    The total disk quota for archiving calls cannot exceed 50% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 50 GB can be used for call archiving.

    If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.

    If Remote is the archiving destination, configure the following:

     

    Protocol

    Select the protocol that the FortiVoice unit will use to connect to the remote storage server, either SFTP or FTP.

     

    IP address

    Enter the IP address of the remote storage server.

     

    User name

    Enter the user name of an account the FortiVoice unit will use to access the remote storage server, such as FortiVoice.

     

    Password

    Enter the password for the user name of the account on the remote storage server.

     

    Remote directory

    Enter the directory path on the remote storage server where the FortiVoice unit will store archived calls, such as /home/fortivoice/call-archives.

     

    Remote cache quota

    Enter the FortiVoice cache quota that is allowed to be used for remote host archiving. The total cache quota for archiving calls cannot exceed 20% of the total storage disk size. For example, if the storage disk has a size of 100 GB, a maximum of 20 GB can be used for call archiving.

    If this quota is met and a new call must be archived, the FortiVoice unit either automatically removes the oldest call archive folder in order to make space for the new archive or stops archiving, depending on the Setting you specify under Rotation Setting.

     

    Schedule

    Select a schedule for the archiving.

  3. Click Apply.

Setting the recorded file format

Select the format for recording calls. Recording bit rate is the number of bits that are conveyed or processed per unit of time.

To set the recorded file format

  1. Go to Call Feature > Call Recording > Setting.
  2. Select the format- recording bitrate: Standard or Low rate.
  3. Click Apply.