CallReplay. User Guide Copyright RAI Software SRL, Bucharest, Romania

Transcription

1 CallReplay User Guide Copyright RAI Software SRL, Bucharest, Romania

2 Table of Contents INTRODUCTION...3 CONTACTING CUSTOMER SUPPORT... 3 PRODUCT OVERVIEW...4 FEATURES AND BENEFITS...4 SOFTWARE REQUIREMENTS... 5 TUTORIALS AND HELP...5 USER ROLES...6 CALLREPLAY LOGIN... 7 REPLAY CALLS... 8 INTRODUCTION... 8 SEARCHING... 9 ORGANIZE CALLS CALL DETAILS MAILING AUDIT...20 USING THE IP PHONE SERVICE...21 LOGIN...21 SERVICES MENU...22 CALLREPLAY MENU CALLREPLAY MAIN MENU...24 MONITORING...26 ON DEMAND RECORDING

3 Introduction Contacting Customer Support If you have any questions regarding the product do not hesitate to call or us. Phone (USA) Yahoo Messenger MSN Messenger 3

4 Product Overview CallReplay is an easy to use call recording solution that implements the corporate call record keeping policy and provides secure, easy access to call records. It allows managers to review phone calls according to their workgroup. Users are empowered by providing them with accurate records of their calls. All access to replays is logged and can be audited by authorized users. CallReplay is highly integrated with Cisco CallManager, having an XML phone service which allows replaying calls directly on the phone, and being integrated with CallManager s user directory (LDAP DCDirectory) for unified authentication. It is available in two configurations, to facilitate application in a call center or company-wide. Features and Benefits Record phone calls according to flexible policies. You can record every call and keep only what is important. Rules and filters can be defined to categorize calls by phone number or user name patterns. Search phone call recordings by caller ids, phone numbers, annotations, time. Call Retention Policies - Recordings can be kept for a period of time or until the hard-drive is filled. Some calls are more important than others, so rules can be set to manage each category differently. Call History - follow a call as it is transferred, put on hold or parked Audit Replays prevent recordings abuse by browsing the list of accesses to a call. XML Phone Service handily review your past calls from your XML enabled phone (Cisco IP Phones 7940, 7960 & 7970). Authenticate, Browse, Play, Rewind, , mark important. Thin Client Deployment The administration and user tools run in a web browser, be it Internet Explorer, Firefox or Opera. 4

5 Software Requirements Client Side Browser: Internet Explorer 6 (Windows Media Player enabled by default) Firefox QuickTime Opera 7.x + QuickTime WARNING: Internet Explorer 5 is not supported on the client so please upgrade. (Applies to clean Windows 2000 installs) Contextual Help Additional help information can be obtained by clicking the accompany each option in CallReplay. 5 question marks signs that

6 User Roles There are three user types: Administrator can configure CallReplay which includes adding other users with or without manager capabilities and setting up recording policies can replay, save, send an with the respective call and audit access to his assigned extension(s) and create descriptions Manager can replay his own calls and if the administrator permits it, can save and his own calls User also he can save descriptions to his own calls An administrator can also configure CallReplay so that a manager can only replay calls, with the exception that a manager can view all calls within the filter set. The administrator account settings are made in CallReplay Preconfiguration. 6

7 CallReplay Login Here you will enter you username and password. They will be created and given by your system administrator. 1. Any Cisco User can enter the CallReplay Site using his user name and password. 2. Unless transformed into a managers by the CallReplay Site Administrator, users can only access the calls involving their primary extensions. Note: A user will only be able to enter the CallReplay Phone Service when at least one call involving his primary extension exists in the database. 7

8 Replay Calls Replay Calls is the main user page. From here you can play and search recordings and access the call details page for each recording. Introduction You can play the calls which have your primary extension as well the ones that you can manage (additional filter). From the menu choose Replay Replay Calls as shown below: This user has the Primary extension set to The additional filter (%) specifies that he can view all calls. Legend % (percent)- any string of characters _ (underline)- any single character Example: 20% matches 20, 2010, 20001, etc 20 matches 2000 to 2099 In the Replay Calls menu you can see by default all calls recorded today. By default, they are put in the Unassigned folder on the left.replay Calls is the main user page. From here you can play and search recordings and access the call details page for each recording. 8

9 Searching In the Replay Calls page you can search With these options you can filter all your calls by phone numbers, call direction, user names, call interval and description. After you finish the filter press Search. Legend % (percent) any string of characters _ (underline) any single character Example: 20% matches 20, 2010, 20001, etc 20 matches 2000 to

10 Quick Play Next we will show you how to listen to your calls. Click on any of the recorded calls and a new window will appear, as shown below. From here you can Play* your selected call by pressing the highlighted button. You notice the caller ID's, first the caller then the called, the start date&time and the duration. * To play the file in Mozilla Firefox you need the Apple Quicktime package or Quicktime Alternative found here: 10

11 Organize Calls It allows management of all calls received or initiated. They can be automatically assigned to folders or moved after they have ended. Custom folders can be created by the Administrator. Customizing Folders The administrator is the only user type that can add and edit folders. He can specify the Name, Comment, Style, Retention Policy and Parent Folder. 11

12 Moving a Call to a Folder In the Replay Calls menu, click on the call you wish to move to an existing folder. You will then see the Call Details window. Click on the folder drop-down as shown above. 12

13 The drop-down will show you the existing folders where you can move your call. You just have to click on the folder where you want to move your call. 13

14 Browsing a Folder Each user can browse all Folders in the Replay Calls page. It is conveniently placed there for easy access to recordings within the search filter restrictions. 14

15 Call Details The Call Details page can be accessed by clicking a call in the Replay Calls Menu. Here you can play a call, save a custom description for it, assign it to a folder, see Call Party Information,file details. You can also observe Call Flow, see a Replay Audit for the selected call, and export it via save as Speex or Wav or send it to the address specified in the CallReplay Configuration. Editing Descriptions In the Replay Calls menu, click on the call you wish to move to an existing folder. You will then see the Call Details window. In the text box to the left enter the description you want. Then click the Save Description button. 15

16 Call Flow Follow a call as it is transferred, parked or put on hold All Call Flow information is stored inside CallReplay. Managers and other agents can see the log of the call and all agent action performed within that call to get a better understanding of the case in question. Additional information is available such as status, start time, and duration. 16

17 Quick Save Click on any of the recorded calls and a new window will appear, as shown below. This is the same window as in the Quick Play mini-tutorial above. If you scroll to the bottom of the page the save options will appear. The options presented are Saving or sending it by using the Wav or the Speex format. You can also download the Speex player. 17

18 Format description: Wav (Waveform Audio) A common audio uncompressed file format for Windows computers (.wav). It has the advantage of being played by any Microsoft Windows sound application, the disadvantage being that it is uncompressed, thus, very large. Speex a free software speech codec designed for VoIP which provides very good quality speech and low bit rate, thus, occupying less disk space. 18

19 Mailing In CallReplay you can your recorded calls either to yourself or another person. In the Replay / Replay Calls menu, click on any of the recorded calls and a new window will appear, as shown below. If you scroll to the bottom of the page the save options will appear. The options presented are Saving or sending it by using the Wav or the Speex format. To send an , enter the address in the To text box, then press the Send by button. 19

20 Audit The Audit menu lets you see all access to any call you as a manager have access. The administrator can see all Audits. First go in the Replay / Audit menu. Here you can see all the Replay Audits as well as the details. If you want to hear the call in question, click, on the Magnifying glass. Off course you can search phone number or user. 20

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22 Using the IP Phone Service The IP Phone Service allows users and managers alike to benefit from a couple of useful functions. These are: Recordings, Monitoring, and Record on demand. They are all described below in the CallReplay Main Menu section. Note: The Monitoring function in the IP Phone Service is only accessible to Managers. Login Here you will enter your username and PIN. 22

23 Services menu After the login you will be presented with this screen. 1. Select the Services menu. 2. From the Services menu, select CallReplay 23

24 Phone Service Menu There are three options in the CallReplay IP Phone Service Main Menu: Recordings It allows call playback, moving a call to a folder and to the address set in the CallReplay Configuration. Monitoring It allows monitoring of a selected phone number. Record this call It allows Record on Demand. Open Recordings then select the extension you want 24

25 In this case the only selection you can monitor is To select another press the Other tab then enter the PIN accordingly. Now you are presented with the list of calls from that extension. From here you can play move calls to CallReplay folders and them to the address set in CallReplay Configuration. 25

26 Monitoring From the main CallReplay menu, open Monitoring and select the extension you want In this case the only selection you can monitor is To select another press the Other tab then enter the PIN accordingly. Next you must enter the Phone Number you want to monitor 26

27 After you have finished your selections you should see the window below as a confirmation 27

28 On Demand Recording Allows an agent the recording of a call in progress. Regardless of the moment you gave the command to record, that conversation will be recorded entirely. 28