Hipath 4000 Commands
Arridano Tillo
Below you can find a list of AMO commands and a general description forthat command for the Siemens HiPath 4000 IP PBX. Many of these commands areused with other Siemens HiPath versions as well as HiCom and can be used as aquick reference sheet for technicians.
The Siemens HiPath 4000 can handle the largest of organizations withadvanced features that combine the advantages of IP based communication andthe service spectrum of (TDM) telephone line communication systems.
The recordings are stored on the Apresa system and can be accessed through a web-browser. The user interface of the Apresa is protected by a username and password for each user. The permissions for each user can be set, to make sure he or she can only access recordings when allowed to.
Normally the Apresa unit will be setup as a recording server. You can search for recordings and play them via web browser access. It is also possible to access the recordings on the Apresa machine without a LAN connection.
Recordings can be searched by all parameters known about a call. These can be date, time, duration, dialed numbers, CLID, extension ID, IP-address, call direction or call notes. Specific combinations of parameters can be saved as quick query functions, to make it easier to perform identical searches each time.
TDM, Analog and ISDN PRI
Apresa is compatible with many TDM Digital protocols. The image below shows an Apresa system with two installed cards for call recording from Digital TDM and analog telephone lines. ISDN E1/T1 cards are available to record from ISDN PRI lines.
Passive Recording
Passive Recording means that the call recorder is not involved (as a participant) in the call, but only receives copies of call data to create recordings. During a call, VoIP data is sent between the PBX and the VoIP provider. This SIP / VoIP data is copied to the call recorder by port mirroring (also known as SPAN). The picture shows passive recording on the trunk.
Active Recording
In some cases Apresa can also use Active Recording. The Apresa takes part in a call (like a third party) to create a recording. This works with an automated conference call setup in the PBX. Active recording is especially useful in situations where port-mirroring is not easy or not possible. Active recording is available for, among others, Unify OpenScape 3000, OpenScape 4000 and OpenScape Voice, Avaya (DMCC protocol), Cisco Unified Communications Manager (CUCM), and innovaphone.
SIPREC
And there is SIPREC. The Apresa directly communicates with the device that is configured to share the SIPREC data. This can be the PBX, a multi-line controller (MLC) or a session border controller (SBC). This is a recording solution for the Unify OpenScape Xpert.
If wanted or needed the Apresa can keep a log to show who accesses the recorder and what recordings are played back. Especially in environments where integrity and privacy are to be protected this function is a valuable tool to verify all rules regarding recording and playback are followed.
Install the Apresa Call Monitor on your PC. Fill in your credentials and the IP address of the Apresa. If the permissions are set correctly, the supervisor has access to the active calls via the Apresa Call Monitor.
Also included is the Apresa Client for Windows. This client gives the possibility to do screen recording during a call, manually add notes, start or stop a recording, tag the call to be stored or insert a silence in the recording. More features will be included in the future.
In many cases (compliance recording, security) using the Apresa as a standalone solution is enough. For this reason the Apresa has the tools and possibilities to receive commands from third party software and share the recordings and other important data with CRM or DMS software. This way start, stop or silence commands can be initiated from the clients own software and recordings can be linked to the specific dossiers or customers automatically. The Apresa API is available free of charge.
If recordings need to be made in multiple locations, the Apresa recorders can be put into an Enterprise setup. This means the recordings will be made locally, but will be transferred into a centralised database / storage for easy access and archiving.
In the Apresa system, you can define Users and User groups. This makes it easier to manage the recordings and to assign the proper permissions. Different users, and different user groups, can have different permissions.
The Apresa supports multi-tenancy. This can be used by a Call Recording Provider, who offers hosting to multiple organizations called tenants of the Apresa system. A User Group can be set up as a Tenant, with its own dedicated share of the system. The recordings of Tenants are logically separated. Tenants can have a number of separate options applied to their data. Call content encryption per tenant is available. The decryption of call content happens in the web browser of the user that wants to play or download the recording.
This feature records the screen activity of the local user at the same time as the phone conversation. This allows accurate playback of interactions with clients during a conversation.
Key benefits: adds information to a recorded call, presented visually.
Install the Apresa Client on the PC of the user, and create a corresponding user account on the Apresa. When creating the new account, also specify the telephone or telephones that belong to the user. Calls that involve these telephones, are reported to the Apresa Client, to trigger, for example, screen recording.
When you need to record only a specific part of the call this function is ideal. The agent (or application) can start a recording and stop it at any time during the call. Only the part that needs to be recorded will then be saved.
Key benefits: Sales calls, compliance regulations.
This function will allow the user (or the application) to introduce a silence period while the recording is running. This is particularly important when credit card details are exchanged in a phone call. Because the recording continues this function does not interfere with statistical information about the duration of calls. This function can be manually activated or automatically when needed.
Key benefits: Compliance needed for credit card payments by phone, solves privacy issues.
Recordings stored in Call Recorder Apresa can be transcribed using VoiceCrunch. This online service will analyse the audio and create text. It will send the text to Apresa, where it will appear in a note field or in a special transcription field of the recording. Note fields and transcription fields of recordings are searchable in the Apresa web interface. For audio transcription to work, an account at VoiceCrunch is needed.
The audio level of the recordings can be monitored and when a certain threshold is crossed a call can be tagged and a warning can be sent to a supervisor for evaluation of this call. The function is available for Digital TDM and analog cards.
When data is accessed using the web interface, the data is sent in decrypted form. In order to secure this communication, consider using HTTPS, because HTTPS encrypts the connection between the user of the web interface (listening to the recordings) and the Apresa system (where the recordings are stored).
Per-tenant encryption
Call content encryption can also be applied per-tenant separately. For tenant call encryption, the decryption of call content happens in the web browser of the user that wants to play or download the recording. To play or download an encrypted call, a password is required. Each tenant can set its own password. The password itself is never sent to Apresa and no decryption is happening on Apresa for playback. Once a call has been encrypted, nobody without the password is able to decrypt the calls. This also includes system administrators. Only the call contents are encrypted. Call meta data, such as telephone numbers, is not encrypted.
The Apresa can automatically back-up the recordings to an external network storage device, thus preventing data-loss in case of problems. Backup recordings using SFTP is possible.
Key benefits: Back-up of important data, securing against data-loss, compliance.
Crucial features and hardware of the Apresa are automatically checked, resulting in an alarm e-mail notification to a system administrator and / or (optionally) an audio/visual warning. The Apresa is able to send alarm messages and other notifications via SNMP.
Key benefits: In case of errors or potential predictive problems the administrator can take immediate action, preventing or minimizing downtime.
This is an optional feature you can purchase separately. When this feature is activated, the evaluation software in the Apresa allows the users to create custom-made score sheets in the system and evaluate calls by agent and projects. Reports can be generated per agent or project.
Key benefit: Quality monitoring and improvement tool for Call Centre supervisors.
CSTA passive call recording is available for a.o. the Mitel 400 Series. The VoIP data sent between the PBX and the VoIP provider is copied to the Apresa by port mirroring on a network switch. The call signaling data is sent by the PBX to the Apresa using CSTA.
Apresa records calls from the Cisco CUCM using the built in bridge recording functionality. The phones that are to be recorded use an automatic SIP call to the Apresa. The VoIP Service of Apresa accepts and records these SIP calls. The JTAPI connection is for receiving additional data.
Apresa supports Microsoft Skype for Business server 2015 and 2019. This includes the recording of encrypted telephone calls. The Apresa plugin must be installed on the Skype for Business Front End server(s). Use port mirroring (SPAN) to send a copy of the audio stream to the Apresa.
c80f0f1006