Startel Soft Switch Voice Logger 2.0

Transcription

1 Startel Soft Switch Voice Logger 2.0 User s Guide

2 While every attempt is made to ensure both accuracy and completeness of information included in this document, errors can occur, and updates or improvements may be implemented without notice. For these reasons, Startel cannot accept responsibility for the complete accuracy of this data. Microsoft, Windows, Windows 7, Windows XP Professional, Windows 2008 Server, SQL Server 2008, Microsoft Internet Information Services (IIS) are copyrights, trademarks, or registered trademarks of Microsoft Corporation. All other brand and product names are trademarks or registered trademarks of their respective holders. Part Number: Copyright 2014 by Startel Corporation The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear, Bldg. B # 125, Irvine, California 92618, U.S.A. Revision Date: September 18, 2014

3 This document provides basic information on the Startel Soft Switch Voice Logger 2.0 application. Sections include: Introduction to Startel Soft Switch Voice Logger 2.0 (page 4) Installing the Soft Switch Voice Logger Application (page 5) Using the Soft Switch Voice Logger Application (page 6) Configuring IntelliSite Access to Voice Logger Clips (page 9) Using the IntelliSite Voice Logger Tab (page 10) 3

4 INTRODUCTION TO STARTEL SOFT SWITCH VOICE LOGGER 2.0 Startel Soft Switch Voice Logger 2.0 is an easy-to-use tool that allows you to search, play, save, and Startel Voice Logger clips. Previously, if you wanted to search for Startel Voice Logger clips, it was necessary to use the Soft Switch Web Config interface. With this new standalone application, using Web Config for searching Logger clips becomes obsolete, and you benefit from advantages that are built-in to the tool including: Improved performance when searching for clips. Additional Search criteria. The new Voice Logger Service that underlies the Soft Switch Voice Logger application offers these additional benefits: Clips are moved off the Soft Switch immediately after call completion, allowing for immediate access to clips via the Startel IntelliSite (Logger tab). Logger clip data is no longer stored in the Soft Switch database, resulting in improved performance in clip queries and a freeing of Soft Switch resources. System Requirements The Startel Soft Switch Voice Logger application will need to be installed on every PC from which you want to access Logger clips (see page 5). System Requirements for running the application are as follows: Startel Soft Switch build 1033 Startel API

5 INSTALLING THE SOFT SWITCH VOICE LOGGER APPLICATION The Startel Soft Switch Voice Logger will need to be installed on every workstation from which you want to access Logger clips. Follow these steps to install the Startel Soft Switch Voice Logger: 1 Copy the Startel Voice Logger Client folder from the CMC SHARE directory on your primary CMC server onto the workstation. (Typical: Copy from the \\CMC-A\CMC SHARE\Startel Voice Logger Client folder, then paste to the workstation as C:\Startel Voice Logger Client.) 2 Open the C:\Startel Voice Logger Client directory (or equivalent) on the workstation. 3 Right click on the voicelogger.exe application file and select Send To > Desktop. This will create a Voice Logger Client shortcut on the workstation desktop. 4 Double-click on the Voice Logger Client shortcut to launch the Startel Voice Logger Client application. 5 Open the Setting menu in the Voice Logger window and set the Root Path and Most Recent Path. The specific paths you need to use are site-specific, and will have been determined by Startel during the service install process. If you don t know the paths to use, consult your System Administrator for assistance. Note: The paths may be set up automatically by an included configuration file (C:\Startel Voice Logger Client\vlogger.ini). If this is the case, you will see that the paths have already been configured when you open the root path and most recent path configuration windows, and Step 5 will not be necessary. 5

6 Before using the application make sure that you have set the Root Path and Most Recent path as described on page 5. USING THE SOFT SWITCH VOICE LOGGER APPLICATION Follow these steps to use the Startel Soft Switch Voice Logger application: 1 Double-click the desktop shortcut to launch the application. The Startel Soft Switch Voice Logger window opens: You can use this control to set the maximum number of retrieved Logger clips that will display per page. Paging controls to the left allow you to move to the next page or previous page, if necessary. The Date (From/To) settings are the only criteria that are required for a Voice Logger clip search. Additional settings, which allow you to narrow your search to find specific clips, are optional. 2 Under the Search Criteria heading, do the following (as necessary) to filter results to retrieve logger clips with more specific criteria: a b c Specify the Date/Time Range for the clip or clips you re interested in by filling in the From and To fields. Note: If you select a range of dates in the left pane, the date components are filled in automatically with the selected range. In the Duration fields, indicate the minimum duration of the clips you want to retrieve, in Seconds, Minutes, or Hours. (If you leave this blank, clips of any duration will be found and displayed.) If you want to limit the search to Logger clips associated with calls for a particular client, enter the Called Number associated with the client in the Client Called ID field. 6

7 d e f To the right of the Called Client ID field, select the call type you re interested in. All is selected by default. Additional options are: Inbound; Outbound; and Unknown. Important: Unknown will only return clips that are not specifically known to be inbound or outbound. If you want to limit the search to Logger clips associated with a particular agent, enter the Agent ID associated with the agent in the Agent ID field. If you want to limit the search to Logger clips associated with a particular ANI (for inbound) or dialed number (for outbound), enter the desired number into the ANI/Dialed field. 3 When you ve specified the desired search criteria, click Search. Search results will resemble the following: In the Results screen you can: Selecting Logger Clips Use the checkboxes in the first column of the results list to select and de-select Logger clips. Use the function to selected clips. (See page 8.) Use the Save function to save selected clips as.wav files. Use the control at the top right of the screen to play a selected clip. (Additional controls can be used to increase the volume, go forward, or backward, etc.) 4 When you re ready to exit the application, click, or select Logger > Exit. 7

8 Changing the Subject Line If you use the function described on page 7 to Voice Logger clips, the Subject line in the outgoing is fixed, and controlled by a line in the vlogger.ini file that is located in the Startel Voice Logger Client directory. If you want to change the default Subject line (Here are clips that you want), you can simply open the vlogger.ini file using a text editor (for example, Notepad) and change the line in the vlogger.ini file. The line can be found under the [General] heading, and is shown in boldface below. [General] ARCHIVE_ROOTS=\\Cmc-b\vclip_archive\ MOST_RECENT_FOLDER=\\Cmc-b\vclip_temp _SUBJECT=Here are clips that you want MAXROWS_RETURN=10000 ESTIMATE_DURATION=NO ENABLE_BUILD_MENUITEM=NO Please be cautious when editing the vlogger.ini file. Making inadvertent changes can have negative consequences. 8

9 See the IntelliSite Access Control Plug-in User s Guide for more on setting up IntelliSite User Accounts. CONFIGURING INTELLISITE ACCESS TO VOICE LOGGER CLIPS If you want an agent or client to be able to access Voice Logger clips on the Startel IntelliSite, it s necessary to give the user specific access rights using the IntelliSite Access Control plug-in. Follow these steps to give an IntelliSite user access to Voice Logger clips: 1 Double-click the shortcut in the Administrative Controls (AC) Home page to display the IntelliSite Access Control Plug-in opening screen. 2 In the displayed User list, select the user for whom you want to grant access to Logger clips. 3 Select Client Access in the left pane to display the Client Access element. 4 In the Default Access area of the screen, do the following under the Voice Logger heading: Select the View checkbox if you want to authorize the user to view and listen to Voice Logger clips through the IntelliSite. Select Save/ if you want to authorize the user to save and Voice Logger clips. (Save/ is not enabled unless you select View.) 5 Configure additional settings for the user, if necessary. 6 Click (Save) on the AC toolbar to save. 9

10 USING THE INTELLISITE VOICE LOGGER TAB Once a user has an IntelliSite User account with Voice Logger privileges enabled, he/she will be able to access Logger clips using the Voice Logger tab of the Startel IntelliSite. To Search, Save, or Voice Logger clips from the Startel IntelliSite, you use the same basic steps and features described under "Using the Soft Switch Voice Logger Application" on page 6. NOTE: A user can only use the Save and features in the Voice Logger tab if the Save/ privileges are enabled for the user in the IntelliSite Access Control plug-in (see page 9). 10