General FAQs

End User FAQs

Installer/Technician FAQs

General FAQs

Is call recording legal?

See Is it Legal? page

Why is Xtension Recorder better than other products?

Xtension Recorder taps straight into the digital signals on your telephone line, rather than the analogue handset taps used by competing products. Because of this it is able to offer perfect quality recording. It is also able to use the information sent to your telephone to display incoming caller IDs (if available on your system) and the number dialed. This makes managing and identifying your recorded calls much easier.

Is Xtension Recorder easy to install?

Xtension Recorder can typically be installed in about 2 minutes. The unit plugs into the line between your wall socket and telephone key set, and is then connected to your PC using a standard USB cable (provided). Simple software installation provides a selection of common default settings.

Is Xtension Recorder easy to use?

Xtension Recorder can be used with no interaction at all. It simply recognizes when your telephone is in use, and records the call, as a background operation with no user interaction. Alternatively, you can use the features of Xtension Recorder to enter caller details, and your own notes on calls. So they are kept with the call itself.

How easy is it to replay my recordings?

Recordings can be replayed instantly. There are no tapes to rewind. You can even create a recording DURING a call using the "snapshot" feature, and listen to the earlier part of your call while still speaking to your client. This can be very useful if you missed some important details.

What duration can I record?

You can record any length of call, and keep them for as long as you like. How many calls you can fit is determined only by your available hard drive space. Using our built-in file compression, 20Gbytes of disk drive space can record more than 3,000 hours of telephone calls

What if I don't want to fill my hard drive with telephone calls?

No problem. Xtension Recorder has disk management features built in. You can tell it to automatically discard calls older than a specified age, or when a specified amount of disk space has been used. Xtension Recorder's flexibility, matches your needs. Calls which you have manually flagged as "important", are not discarded by disk management, so they remain as long as you need them.

Is Xtension Recorder compatible with my PC?

Xtension Recorder works on Windows 98, ME, 2000 and XP. You need a USB port to connect the device, and a soundcard to replay your calls. We recommend at least 1Gbyte of disk space to store your calls.

Can I send my recordings to other people?

You can email your calls from within Xtension Recorder. You can send Xtension Recorder's own compressed files (to other Xtension Recorder users) or standard Windows WAV files, which anyone can listen to.

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End User FAQs

How do I know Xtension Recorder is running?

You should see a small yellow icon, in the "System Tray" of your PC. That's the bottom right hand corner of the screen near the clock. If your Xtension Recorder is working correctly, it is yellow, like this. If your Xtension Recorder is currently recording a call, it will flash red, like this: If there is some problem with your Xtension Recorder, it will be grey, with an exclamation mark, like this: If there is a problem, the "Configure" tab, on the main Xtension Recorder screen will tell you what the problem is. Assuming your phone is connected to the Xtension Recorder and is working, this error is likely related to improper installation of the driver that controls the Xtension Recorder hardware. You can refresh the driver by accessing ‘device manager’, locating the ‘unknown device’ and then selecting ‘update driver’. Once selected, direct the windows new hardware wizard to the Xtension Recorder CD. For support email us at service@callrecordingsolutions.com NOTE: There may be more icons near your clock depending what other programs your PC is running.

Can I replay DURING a call?

You can replay old calls at any time. Even when you are recording a new one. You might want to do this, for example, to recall what was discussed in an earlier conversation. If you want to listen to an earlier part of your current telephone conversation, press the "Snapshot" button on the Recording tab. It will immediately create a recording of all the call so far, which you can replay straight away.

Why can't I see the Options and/or File Management tabs on my Xtension Recorder?

Your system administrator has set up the system for you, and has disabled some of the features.

Why does my XtRecorder say "password required"?

Windows shared folders on a network can be password protected. XtRecorder cannot send the correct password, so cannot access the network resources. If you "browse", or use "Windows Explorer" to look at the disk, it works fine. This is because they remember the password you entered in the past. But when your PC restarts, XtRecorder will report the password error, because it does not know the folder password. If you need a password on your share folder, then you can work around this by creating a permanently mapped network drive on your PC. This will reconnect to the server at startup, and give the correct password. In "Windows Explorer" choose menu Options->Tools->Map Network Drive, create a new drive, X: say, point it to the shared folder on your server, and select "Reconnect at logon". Then tell XtRecorder to save files to "X:\My Calls" rather than \\server\C\My Calls.

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Installer/Technician FAQs

I have just installed Xtension Recorder on a PC. However the status shows "USB not connected"

Check in the Device Manager. Control Panel-> System-> Hardware-> Device Manager. Under USB devices, the Xtension Recorder should appear as "XtRecorder USB Interface". If you have an "Unknown Device" here, it is likely Windows has not found the correct device driver. Right click, choose "Update Driver" and point the install wizard specifically at the drivers folder on the install CD.

How do I prevent my users changing their settings

The XTRconfig program allows you to set protections to prevent users accessing or changing files using Xtension Recorder.

What is the minimum spec PC for Xtension Recorder?

Xtension Recorder runs on Windows 98, ME, 2000 & XP. It does NOT work on 95 or NT, because they do not have standard USB support. Xtension Recorder has been tested on a Pentium 200, where it ran without a problem. It should work on any PC which can support a USB device. A soundcard is required to replay calls, but is not required to make recordings.

Calls are being recorded, but i can’t playback the recorded files.

Check the sound card is installed and working by playing a standard .wav file or cd. In some cases very old sound cards may not support our file playback. In this case any new off-the-shelf sound card (typically approx. $25) will solve the issue.

Can I record to a central server?

Yes, the path in the "Disk Management" tab can be any valid Windows path, including a path to a server. For example: \\Server\XTRCalls. Xtension Recorder stores files with the user's Windows login name as part of the filename, so each users' files should be unique. It is still easier to manage if you have a separate folder for each user.

How can I back up calls?

Xtension Recorder stores all files using standard Windows file services. You can back these up in the same manner you do for any other files. You set the location of the files on the "Disk Management" tab.

I have a problem running Xtension Recorder on a Fujitsu/Siemens laptop.

The Xtension Recorder uses the power from the USB port. Some customers have reported that Fujitsu/Siemens laptops do not provide the correct voltage for bus powered devices. Please try connecting the Xtension Recorder via a powered hub.

I have removed the Systray icon using the XtRconfig program. How do I view/restart Xtension Recorder?

Running the EXE program, will activate the initial instance. Alternatively, running "XtRecorder.exe -stop" will shut the initial instance.

Why does Xtension Recorder cause noise interference on my KXTD key set?

When an Xtension Recorder is connected to a Panasonic KXTD telephone, both the key set and the recordings may experience serious noise interference. This has been traced to incorrect wiring of the phone. If the Tip and Ring wiring pairs are reversed, normally the key set alone doesn't seem to have a problem with this, but Key set + Xtension Recorder together experience the noise problem. If you remove the swap over from the wiring, the problem is corrected.

Why does my XtRecorder say "password required"?

Windows shared folders on a network can be password protected. XtRecorder cannot send the correct password, so cannot access the network resources. If you "browse", or use "windows explorer" to look at the disk, it works fine. This is because they remember the password you entered in the past. But when your pc restarts, XtRecorder will report the password error, because it does not know the folder password. If you need a password on your share folder, then you can work around this by creating a permanently mapped network drive on your pc. This will reconnect to the server at startup, and give the correct password. In "windows explorer" choose menu options->tools->map network drive, create a new drive, x: say, point it to the shared folder on your server, and select "reconnect at logon". Then tell XtRecorder to save files to "x:\my calls" rather than \\server\c\my calls.

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