RD 044 001 Technical Specifications V 2.31 - en

ReDat® eXperience
Technical specifications
RD 044 001
ReDat eXperience – Technical specifications RD 044 001
Issued: 06/2016 v 2.31 rev. 1
ReDat3
is a recording device for recording and reproduction of audio-video-data communication
from specified interfaces.
Producer: RETIA, a.s.

Pražská 341
Zelené Předměstí
530 02 Pardubice
Czech Republic
with certified system of quality control by ISO 9001 and member of AOBP
The manual employs the following fonts for distinction of meaning of the text:
Bold
 names of programs, files, services, modules, functions, parameters, icons, database

tables, formats, numbers and names of chapters in the text, paths, IP addresses.
Bold, italics
 names of selection items (options of combo boxes, degrees of authorization), user

names, role names.
LINK, REFERENCE
 in an electronic form it is functional link to the chapter.

Courier, bold
© Copyright RETIA, a.s. 2016
 source code, text from log files, text from config files.
Example, demonstration.
Note, hint.
Warning, alert.
2
Content
1. INTRODUCTION ............................................................................................................................... 4
2. REQUIREMENTS FOR OPERATION OF EXPERIENCE ........................................................................ 6
2.1 HARDWARE ............................................................................................................................................. 6

2.2 SOFTWARE ............................................................................................................................................... 6
2.2.1 PC with eXperience .............................................................................................................. 6
2.2.2 PC for remote access to eXperience ................................................................................. 7
3. COMMUNICATION MATRIX OF EXPERIENCE ................................................................................ 8
3.1 COMMUNICATION SERVER – RECORDING UNIT .......................................................................................... 8

3.2 COMMUNICATION CLIENT – SERVER ......................................................................................................... 8
3.3 OTHER COMMUNICATION ......................................................................................................................... 8
4. LIMITATIONS .................................................................................................................................... 9
4.1 PLATFORMS ............................................................................................................................................. 9

4.2 PROPRIETARY SIGNALLING ........................................................................................................................ 9
4.3 UPDATE OF WEB-BROWSER ........................................................................................................................ 9
4.4 APPLICATION OF THE THIRD SIDE ................................................................................................................ 9
4.5 UPDATE OS ........................................................................................................................................... 10
4.6 CHANGE OF HW ................................................................................................................................... 10
4.7 FIREWALL ............................................................................................................................................... 10
4.8 ANTIVIRUS SOFTWARE ............................................................................................................................. 10
4.8.1 Exceptions ............................................................................................................................ 10
4.9 USING EXPERIENCE FEATURES .................................................................................................................. 11
4.10 SUPPORTED SQL DATABASES ................................................................................................................ 11
4.10.1 Edition Express ................................................................................................................... 11
4.10.2 MSSQL server licensed „per core“ .................................................................................. 11
4.10.3 MSSQL server licensed „per CAL“ ................................................................................... 11
5. LICENSE CERTIFICATION ............................................................................................................... 12
6. PRODUCT TRADE NAME ................................................................................................................ 12
7. WARRANTY .................................................................................................................................... 12
7.1 WARRANTY CONDITIONS ........................................................................................................................ 12

7.2 WARRANTY SERVICE ............................................................................................................................... 13
8. POST-WARRANTY SERVICE ........................................................................................................... 13
3
1. Introduction
These Technical Specifications stipulate technical characteristics of ReDat eXperience
regarding the function, design, parameters, operation reliability, and define organizational-
commercial and technical conditions of a standard supply and warranty.
eXperience is a large set of applications designed to work with records. eXperience is web
based application. The Audit application manages information about the activities of all
users and about system status.
The system requires certain technical specifications that must be met to run without
unexpected conditions. It is not possible to operate the system as intended, if the technical
specifications are not met.
eXperience is a functional extension above the recording units ReDat3, ReDat® VoIP
Recorder, which allows the creation of a comprehensive recording system for call centers or
central archive of records. The system eXperience runs on Windows operating system. Access
to eXperience is available through the web server. All activities are performed via Web
browser.
Basic applications in system eXperience:
 Application control basics RD 044 005
 System RD 044 006
 Users RD 044 007
 MySpace RD 044 008
 Catalog RD 044 009
 Audit RD 044 010
 Monitoring RD 044 011
Other applications and features:
 Verificator RD 044 014

 API RD 044 015
 QualityChart RD 044 016
 Reporting RD 044 017
 Comparing service RD 044 018
 VoiceProcessor RD 044 020
 ATC-ATM RD 044 021
 CTI RD 044 023 – RD 044 033
 Screen recording RD 044 034

 Automatic selections RD 044 035
 Coaching RD 044 036
 Dashboards RD 044 037
 Topic Detection RD 044 038
4
 MobileRecorder RD 044 040

 Cisco Phone Control RD 044 041
 Storage Manager RD 044 042
 SmartConnector RD 044 043
 ReDat Indicator RD 044 044
 KAC RD 044 045 – RD 044 050
System response to a user action is dependent on many factors that directly or indirectly
affect the course of running applications. Main factors are HW performance of the server and
client, the current network traffic, the number of records in the system, the number of logged
users and the demands of operations performed by these users. The response may be
different in various conditions.
5
2. Requirements for operation of eXperience
2.1 Hardware
Minimum hardware requirements for PC, where the system eXperience is installed, are:
 Processor min. 2 GHz, 2 cores
 RAM 8192 MB (plus 1 GB RAM for every million records in a DB)
 LAN 10/100/1000 Ethernet
 HDD installation min. 4GB, archive is optional
 Space for installation min. 4GB
 i.e. the system eXperience, system components:
 MSSQL Express (with Management Studio + 1500 MB),
 Java,
 .NET Framework,
 Apache,
 PHP,
 ODBC,
 NTP Server
 MSSQL DB with increments of 1 million records increases by about 0.5-1

GB
 Space for archiving of records should be selected with regard to the length of
archiving, traffic, compression etc.
1) Actual requirements are always determined by the desired composition of applications,

modules and the number of records processed (based on traffic statistics supplied by the
customer).
2) In case of planned high system loadings must be some parts of the eXperience system
installed on separate servers. Should be discussed with supplier.
2.2 Software
2.2.1 PC with eXperience
 Windows Server 2008 SP2, Windows Server 2008 R2 SP1, Windows Server 2012. Web,
Standard and Enterprise are fully supported. SBS type can be deployed only with the
consent of both parties.

 It is also possible to install on virtual server (Microsoft, VMware ESXi 4.1, 5.1).
 Java JRE 1.7.0 or higher.
 Microsoft. NET Framework 3.5 and 4
6
 For the purpose of Single sign-on server with eXperience system must be part of the
domain (and of course clients as well).
 To use the application applies to the same requirements, see the following chapter.
2.2.2 PC for remote access to eXperience

 Internet Explorer: version 11, Mozilla Firefox: version ESR 10 and higher, Google
Chrome.
Fastest reaction times in Monitoring application brings browser Mozilla Firefox ESR 45.
 Recommended resolution 1280 x 1024 (lower resolutions lead to more frequent use of
sliders).
 Sound card (for playback).
7
3. Communication matrix of eXperience

 eXperience has assigned static od dynamic IP address.
 User's Firewall and LAN should allow communication over these ports (TCP eventually
UDP) - actually used ports depends on particular setup and configuration of
eXperience system.
 Generally, ports from the range of 8 000-10 000 are occupied by ReDat® recording
systems.
3.1 Communication Server – Recording unit

 8003-8008 – communication with ReDat3 – write to channels
 8010, 8012, 8014 – communication with ReDat3
 8018 – communication with ReDat3 – users synchronization and loading
 8050 (8150) – communication with modules
 8052 (8152) – communication with ReDat VoIP Recorder and ReDat ScreenRecorder
 8110, 8112, 8014 – communication with ReDat3 – secured
 8014 – communication with ReDat VoIP Recorder
 Alternatively other ports from range 803X, 805X, 806X, 807X, 815X ports for ReDat VoIP
and ReDat Phone Recorder, ReDat ScreenRecorder, ReDat LineMonitor Client , ReDat
StorageManager and ReDat Indicator.
3.2 Communication Client – Server

 http: 80, resp. 8080
 https: 443, resp. 8443
 19000 – reporting.
3.3 Other communication

 1433 - MS SQL – communication between eXperience and MS SQL database
 Communication with external databases, with CTI servers, with CRM systems
 Should be discussed with suppliers.
 8041 – communication VOICE PRINT – CTI GENESYS.
 8077 – manual control ALCATEL.

 8079 – communication between WatchDogs – backup solution.
 8082 – SNMP for CTI.
 8502 – server for communication between CTI and monitoring.
Detailed information about ports can be obtained from a separate document

Communication matrix that is available on request.
8
4. Limitations
In this chapter, the producer specifies some possible negative effects on recording system
and sets the rules for its proper function.
4.1 Platforms
The functionality of the delivered software is guaranteed on HW platforms and OS platforms,
which are stated in the specification. Using software of other platforms and OS is not
guaranteed. Therefore, the warranty term may expire. For questions regarding to system
compatibility please contact the sales department - RETIA, a.s. – sales@retia.cz.
4.2 Proprietary signalling

ReDat recording system implementation prefers solutions based on CTI server. If the CTI server
cannot be used, there are some limitations for recording system:
 Recording units ReDat3 / ReDat VoIP Recorder guarantee a detection of signalling

only for basic types of telephone communication scenarios. This concerns proprietary
telephone interface types where the documentation of current interface is not
available. Signalling means the caller´s number or the called number.
 Basic types of scenarios:
 Answering an incoming call directed to a specific extension.
 Outgoing calls without using a dialling code or speed dialling.
 For all other scenarios, such as a call transfer (with / without announcement),
conference calls, consultation calls, calls to the group, calls to the agent in the ACD
group, splitting of the call while parking, ... etc., there is guaranteed only audio record
(RTP) without a "call flow" reconstruction.
Deployment of the recording system to a proprietary interface also requires acceptance tests
in real traffic load. During the one week of trial, the algorithms and proprietary signalling
might be modified.
Requirements to support scenarios beyond the basic terms must be settled between the
manufacturer and user.
4.3 Update of web-browser

The manufacturer reserves the right of temporary incompatibilities when updating Web
browser.
4.4 Application of the third side

The producer does not guarantee the right function of recording system if it is installed on one
hardware platform together with other applications. Mainly in the intervals when the demand
on system resources increases (automatic updates, scheduled test, ...), the quality of records
can decrease. If these principles are not kept, it can negatively affect the quality of the
system; by the way some records can be lost.
9
The producer is not responsible for negative impact on third applications caused by upgrade
of recording system.
4.5 Update OS
The installation of officially distributed security updates for Windows system is not limited. The
user shall do the update according to a set plan. It is not a subject of suppliers´ approval.
Installing the OS upgrade and the components (Java version components, .NET,...) with
versions not approved by the producer is prohibited.
The supplier strongly notices that some updates can cause a system restart. System restart
with ReDat CTI module in the record control mode always causes the failure of recording
systems.
4.6 Change of HW
When replacing or upgrading hardware components of the server where the system
eXperience is installed (or its components), it is necessary to consider the license files that
contain the hash of the previous hardware configuration. When changing the hardware
modules covered under these licenses will be taken out of service until new licenses will be
delivered with the current hash.
4.7 Firewall
The firewall configuration must be done with respect to network communication. It shall not
interrupt the communication between units of ReDat recording system or between units of
ReDat system and the used third application (e.g. ReDat CTI module with CTI server). The
producer is not responsible for the system failure and the loss of records, which is caused
because of the interrupted firewall function.
4.8 Antivirus software

Installing antivirus software is allowed. The user shall do the installation only after the supplier’s
approval of the version and the approval of the configuration. Installing of the updates (virus
definitions) is not limited and is not a subject of approval in case that there is no change of
antivirus software version.
The supplier strongly notices that some updates can cause a system restart. System restart
with ReDat CTI module in the record control mode always causes the failure of recording
systems.
During a peak operation of the recording system, the user should avoid running of scheduled
tests of antivirus programs, which even may cause loss of records in case of CTI record
control.
The running of antivirus test may negatively affect a time response of the recording system.
4.8.1 Exceptions
Some antivirus programs detect the installed services as harmful and can block without the
user's permission or erase them entirely from computer. It is therefore appropriate to place
appserv directory (including subdirectories) to exceptions or at least individual services.
10
As an example of services blocking can be mentioned exp_arch and exp_rvpcli by

Symantec sw.
4.9 Using eXperience features

During a peak operation of the recording system, the user should avoid unpremeditated use
of some ReDat eXperience features: e.g. running of manual archiving for more than one
thousand of records.
4.10 Supported SQL databases

Supported databases include Microsoft SQL 2005, 2008, 2012, 2014 (2014 is included in
provided installation). All editions of these products are supported
4.10.1 Edition Express

MSSQL Express has limit for the overall size of the database file - limit corresponds to
approximately 23 million records (in case of additional extensions or modules i.e. Evaluation,
this number is lower).
When the MSSQL Database Express Edition reaching the limit (10 gigabytes size of the
database file) this will cause a lock the DB and server eXperience reports an error
connectivity to the DB. It requires manual intervention to the database using SQL Server
Management Studio to fix this condition (manual deletion of records + shrink DB).
4.10.2 MSSQL server licensed „per core“

The subject of licensing is the number of processors (cores, according to the version of SQL).
Number of users accessing and/or equipment is not limited.
More information: http://www.microsoft.com/licensing/about-licensing/sql2014.aspx#tab=3
4.10.3 MSSQL server licensed „per CAL“

CAL (Client Access License) is further divided into user access and device access. User CAL
licenses and Device CAL licenses can be combined.
4.10.3.1 User CAL

One license allows one user to access the server using several devices (computer, notebook,
phone ...).
4.10.3.2 Device CAL

One license allows one device to access the server, but unlimited number of users may use
that one device.
11
5. License certification
License certification supplied with the recording device allows to use program equipment
ReDat eXperience in the full extent of its functions. The user is allowed to use the program
equipment of ReDat eXperience on one server and has no right to use it elsewhere or
separately.
The program equipment is installed on PC hard disc and the producer supplies installation
media. Copying and transfer to third parties without the producer’s agreement - RETIA, a.s., is
prohibited.
The product is supplied (in addition to the basic installation and operation documentation)
with documentation for the licensed modules.
6. Product trade name

The product is marked with the type label, which is placed on the back of the equipment
and it contains these information:
ReDat eXperience RS 044 xxx s.n. xxx,
where xxx indicates the number of version and serial number.
7. Warranty
7.1 Warranty conditions

The producer guarantees for ReDat eXperience and its parts manufactured as described in
the production documentation and these Technical Specifications, if needed with variations
and changes approved by the customer before delivery.
The warranty period of software produced by RETIA, a.s. is stated for 6 months from the date
of customer ‘s acceptance, if not concluded otherwise in the contract.
The warranty period for hardware and software of third producers is stated according to
technical conditions of these products. To activate the warranty conditions it is necessary to
register the product according to the support documentation by the end user.
The warranty conditions may change upon mutual agreement only.
The producer guarantees for the ReDat eXperience properties only providing that it is used in
a way which is not in conflict with these TS and Operating Instructions. The warranty applies to
all defects that will occur on the product due to defective material, careless work or a SW
equipment error.
The warranty period is automatically prolonged by the time of the claim settlement. The
warranty does not apply to defects arisen due to external causes (thunder-stroke, fire, natural
disaster …).
12
During the warranty period the customer is not allowed to perform any intervention in the
product without approval by the supplier, otherwise the customer loses the title to free repair
and the supplier is not obliged to accept possible further claims.
The supplier may reject the claim, if the defect is caused by the customer’s fault, their
carelessness or insufficient care, wilful interventions (changes in configuration), wrong usage
or performing disallowed repairs or interventions.
7.2 Warranty service

Fault report:
1. The defect or requests on service maintenance are announced to the service

department of the supplier by telephone. The defect, which was announced by
phone, has to be confirmed to the service department by fax (+420 466 852 533) or by
e-mail helpdesk@retia.cz.
2. The customer shall announce the defects and other service requests as stated in
paragraph 1. of this clause.
 on weekdays (8.00 – 17.00) on telephone: +420 466 852 549
 mobile phone: +420 724 169 112 (in case of inaccessibility of the phone line)
 Requirements for announcing a defect:
 name of announcer’s person, which is authorized to complaint (contact

person), telephone number
 name of the company, customer’s address, where the defect occurs
 ReDat type and serial number
 Symptoms and description how the defect shows or system diagnostics

notice
The term of beginning of the repair work after defect announcement is stated by the
contract. If these terms are not concluded in the contract, there are standard warranty
terms:
 The repair term is until 30 days from the date of delivery to the producer.
 The place of repair is producer’s service department RETIA, a.s., Pardubice
8. Post-warranty service
The supplier will ensure the post-warranty service for the period of 5 years from the date of
delivery. The conditions of the post-warranty service will be included in the individual contract
and the version of ReDat eXperience.
Support of old versions:
 Repair work is not free of charge. It includes an upgrade of ReDat eXperience version
– the price of upgrade depends on the version
 Support of versions older than 2 years – we do not guarantee the complete saving of
all stored data. In some extreme cases, the new complete installation of ReDat
13
eXperience is done and the records are partially renewed and replaced from
recording units.
14
RETIA, a. s., pursuant to the provision of Waste Act no. 185/2001 Coll., is
involved in the RETELA (www.retela.cz) collective system, which runs back
collection and disposal of hazardous waste, that is used and discarded
ReDat devices.
The used products are classified as electronic waste and in no case may they be mixed
with municipal waste as they are harmful to the environment.
RETIA, a. s., pursuant to the Packaging Act, is involved in the EKO-KOM Joint
Performance System, running back collection and reuse of packaging waste,
under Client no. EK-F06022669.
15

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ReDat® eXperience

Issued: 06/2016 v 2.31 rev. 1

Producer: RETIA, a.s.

 names of programs, files, services, modules, functions, parameters, icons, database

 names of selection items (options of combo boxes, degrees of authorization), user

 in an electronic form it is functional link to the chapter.

2. REQUIREMENTS FOR OPERATION OF EXPERIENCE ........................................................................ 6

2.1 HARDWARE ............................................................................................................................................. 6

3.1 COMMUNICATION SERVER – RECORDING UNIT .......................................................................................... 8

4.1 PLATFORMS ............................................................................................................................................. 9

6. PRODUCT TRADE NAME ................................................................................................................ 12

7.1 WARRANTY CONDITIONS ........................................................................................................................ 12

Basic applications in system eXperience:

 Application control basics RD 044 005

 System RD 044 006

 Users RD 044 007

 MySpace RD 044 008

 Catalog RD 044 009

 Audit RD 044 010

 Monitoring RD 044 011

Other applications and features:

 Verificator RD 044 014

 Screen recording RD 044 034

 MobileRecorder RD 044 040

2. Requirements for operation of eXperience

 Processor min. 2 GHz, 2 cores

 RAM 8192 MB (plus 1 GB RAM for every million records in a DB)

 LAN 10/100/1000 Ethernet

 HDD installation min. 4GB, archive is optional

 Space for installation min. 4GB

 i.e. the system eXperience, system components:

 MSSQL Express (with Management Studio + 1500 MB),

 MSSQL DB with increments of 1 million records increases by about 0.5-1

1) Actual requirements are always determined by the desired composition of applications,

consent of both parties.

2.2.2 PC for remote access to eXperience

3. Communication matrix of eXperience

3.1 Communication Server – Recording unit

 8010, 8012, 8014 – communication with ReDat3

 8018 – communication with ReDat3 – users synchronization and loading

 8050 (8150) – communication with modules

 8110, 8112, 8014 – communication with ReDat3 – secured

 8014 – communication with ReDat VoIP Recorder

3.2 Communication Client – Server

 https: 443, resp. 8443

3.3 Other communication

 Should be discussed with suppliers.

 8041 – communication VOICE PRINT – CTI GENESYS.

 8077 – manual control ALCATEL.

 8079 – communication between WatchDogs – backup solution.

 8082 – SNMP for CTI.

 8502 – server for communication between CTI and monitoring.

Detailed information about ports can be obtained from a separate document

4.2 Proprietary signalling

 Recording units ReDat3 / ReDat VoIP Recorder guarantee a detection of signalling

 Basic types of scenarios:

 Answering an incoming call directed to a specific extension.

 Outgoing calls without using a dialling code or speed dialling.

4.3 Update of web-browser

4.4 Application of the third side

4.8 Antivirus software

As an example of services blocking can be mentioned exp_arch and exp_rvpcli by

4.9 Using eXperience features