Virtual Communications Express Admin Guide: Call Recording

Transcription

1 Feature Overview The Call Recording service provides a fully hosted solution to record, store, organize, and access recordings of calls. The service can be used to help address regulatory compliance obligations, monitor quality control, training, or dispute resolution. Feature Prerequisites Before Call Recording can be used, the following conditions must be met: Call Recording is a site specific service ordered and assigned to appropriate users (telephone numbers). All Direct Inward Dials (DID s) to be recorded must be assigned to a user station. At least one recording license must be purchased per site to use Call Recording. Recording is only active while the assignment on a user is enabled. Simply having the recording license in inventory will not record any calls. DTMF control of Start, Stop, Pause, and Resume require 2833-based DTMF support. NOTE: Call Recording is subject to Federal, State, and FCC regulations, primarily related to recording consent. It is critical that all customers utilizing the Call Recording service be familiar with, and in compliance with these regulations. It is the customer s responsibility to be aware of and implement measures to address all regulatory requirements in their area.

2 Log In 1. Go to the My Account portal at 2. Enter your User Name and Password. Figure 1 Log In 3. Click Login. The My Account Home page appears. 2

3 1. Click Call Recording at the top of the screen. Figure 2 My Account Home 2. Select a site from the menu on the left. The Call Recording app opens in another browser window. 3

4 Call Recording Home The Home tab provides a real-time view of the system data including information about the total number of calls in progress, active call handlers, calls, duration recorded, calls in the recycle bin, free audio storage, free screen storage, etc. for your site. The Home tab is divided into eight panes that give you a pictorial and data overview of your current call usage: First Look Calls by Category Frequent Callers Calls by Location Call Handler Summary Active Call Handlers Recent Calls Activity & Heat Map The panes can be viewed as data or as a graph where applicable. The panes can be reorganized or relocated by clicking on a pane, dragging it, and dropping it in a location on the dashboard. Each pane can also be collapsed by clicking on the arrow in upper right corner of the applicable pane. With the exception of First Look, Active Call Handlers, Recent Calls, and Activity & Heat Map charts, you can view each pane as either a text or graphical display. All panes have one field you can click to drill down into the details of that information or play a call recording. The dashboard refreshes every 30 seconds by default; however, you can reset the refresh value for each element individually except for the First Look pane. Refresh can be temporarily stopped by clicking Pause. 4

5 Figure 3 Call Recording Home 5

6 First Look The First Look pane displays horizontally across the top of the dashboard and shows a quick view of totals for the following information: Calls in Progress - identifies the total number of calls in the system by group and/or user that are not terminated. Active Call Handlers - displays the total number of extensions with an active call. Active Call Handlers displays information by group and then by user. Groups and users will only see information based on extensions to which they have access. Calls - identifies the total number of completed calls for the user that is currently logged in and that have a recording associated with them. This value is accumulative over the lifetime of the group. However, the number adjusts accordingly when call files are deleted and/or routinely swept from the application. Duration Recorded - identifies the sum of duration for recorded calls by group and user that have a recording associated with them. This value is accumulative over the lifetime of the group. Calls in Recycle Bin - identifies the total number of calls that have a recording associated with them and that are pending deletion. This value is accumulative over the lifetime of the group. However, the number adjusts accordingly when call files are deleted and/or routinely swept from the application. Free Audio Storage - identifies the total amount of free audio storage for the site. Last Week s Trend - provides a visual display of the call history for the previous week. Figure 4 Call Recording Home First Look 6

7 Calls by Category The Calls by Category pane displays total calls by custom category. Categories are specific to the user. The calls included in the totals are determined by the applied filter, e.g., Last 30 Days, Last Month, Year-to-Date, etc. The Calls by Category pane can be displayed as text or graph by selecting Details or Graph from the drop down list. You can drill down into the specific recorded calls by selecting a category. Additionally, you can adjust the number of results to display by selecting the applicable number from the Top Results drop-down list. Figure 5 Call Recording Home Calls by Category 7

8 Frequent Callers The Frequent Callers pane displays the total number of calls by calling number for the most frequently called numbers. The chart displays inbound calls only. The number of frequent callers displayed in the pane is determined by the applied filter, e.g., Last 30 Days, Last Month, Year-to-Date, etc. The Frequent Callers pane can be displayed as text or graph by selecting Details or Graph from the drop-down list. You can drill down into the specific recorded calls by clicking on a frequent caller. Additionally, you can adjust the number of results to display by selecting the applicable number from the Top Results drop-down list. Figure 6 Call Recording Home Frequent Callers 8

9 Calls by Location The Calls by Location pane displays total calls by each location as determined by the NPA/NXX (incoming calls from the NPA/NXX and outgoing calls to the NPA/NXX). The calls included in the total is determined by the applied filter, e.g., Last 30 Days, Last Month, Year-to-Date, etc. The Calls by Location pane can be displayed as text or pie chart by clicking View Graph. You can drill down into the specific recorded calls by selecting on a location. Additionally, you can adjust the number of results to display by selecting the applicable number from the Top Results drop-down list. Figure 7 Call Recording Home Calls by Location 9

10 Call Handler Summary The Call Handler Summary pane displays the maximum duration, average duration, and total number of calls by call handler/number for the duration determined by the applied filter, e.g., Last 30 Days, Last Month, Year-to-Date, etc. The Call Handler Summary pane can be displayed as text or pie chart by clicking View Graph. You can drill down into the specific recorded calls by clicking on a Call Handler ID. Additionally, you can adjust the number of results to display by selecting the applicable number from the Top Results drop down list. Figure 8 Call Recording Home Call Handler Summary 10

11 Active Call Handlers The Active Call Handlers pane displays the call handlers/numbers that are currently on calls and the number of the other party. You can adjust the number of results to display by selecting the applicable number from the Top Results drop-down list. Note: At this time, the Monitoring function launched from the available. icon is not Figure 9 Call Recording Home Active Call Handlers 11

12 Recent Calls The Recent Calls pane displays the most recent calls (incoming and outgoing) by call handler. The number of recent calls displayed in the pane is determined by the applied filter, e.g., Last 30 Days, Last Month, Year-to- Date, etc. The Recent Calls pane can be displayed as text or graph by selecting Details or Graph from the drop-down list. You can play a recorded call by clicking on the recorded call icon. Additionally, you can adjust the number of results to display by selecting the applicable number from the Top Results drop down list. Figure 10 Call Recording Home Recent Calls 12

13 Activity & Heat Map The Activity & Heat Map displays the call activity for the top 10 numbers by hourly intervals over a 24-hour period. The Activity & Heat Map can be filtered by Call Handlers, Calling Parties, or Called Parties. Additionally, the call activity can be displayed as Number of Calls or Call Duration (in minutes). The darker colored blocks represent the higher volume call activity, while the lighter colored blocks represent the lower volume call activity. Each individual color block is clickable and directs you to the Recorded Calls tab where you can view the call activity, listen to the recording, add a comment, etc. Figure 11 Call Recording Home Activity & Heat Map 13

14 Recordings Recorded Calls The Recorded Calls tab displays all completed recorded calls for all site users assigned to the Call Recording feature. In order to better manage this screen, all column headers can be sorted by clicking on a column header. Click once to sort the column in ascending order, and click one more time to sort the column in descending order. Columns can also be hidden/shown by clicking Select Columns and selecting the columns to display. Figure 12 Recordings - Recorded Calls The following information is available to be displayed on the Recorded Calls tab: Number - the phone number of the user with the recorded call. This is also referred to as the Call Handler number or description. Next to each number is an indicator showing if the recorded call was an inbound or outbound call. Day - the day of the week the call took place. Date - the date the call took place. Time - the time the call originated. From Number - the originating phone number. From Caller ID - displays the name or number of the person that originated the call. To Number - the terminating number. If the user is provisioned with a one-way number or is a two way number configured with a different Caller ID, the provisioned Caller ID number displays. To Caller ID - displays the name or number of the To Number. Redirected From - displays the number of the person or group transferring the call. Redirected To - displays the number to which the call was transferred. Duration - the length of the call. 14

15 Recording - identifies whether or not there is a recording associated with the call. When a call is recorded, a recordings button appears under the Recording column indicating there is a recorded call file for that call. Click the recordings button to listen to the recorded call file. Your default media player opens and begin playing the recorded call file (MP3). Please be aware that the way in which media players load and play the recorded call files will vary. For example, QuickTime Player and Windows Media Player immediately launch the recorded call file. However, itunes loads the recorded call file in the library and you have to click Play to begin listening to the file. Annotate - add comments and markers to specific parts of calls to indicate where in the call a notable event might have occurred. For example, a contact center manager (site administrator) can find a notable event in a call and mark it for future review with a comment. An annotate button indicates there are currently no annotations associated with the corresponding recorded call file. However, a button) indicates there are annotations associated with the recorded call file. Click the annotate button to add an annotation. Click the Play button to begin playing the recorded call. Click Pause when you come to the point in the call that you want to add an annotation. Enter a subject marker description and any notes to better identify the annotation and click Add Marker. You can also attach external documents to an annotation by clicking Upload Document. You must repeat each step for each annotation you want to add to the call. Comments - enables a text description to be associated with a recording, which allows searching of keywords to easily find specific recordings. A add comment button indicates there are currently no comments associated with the corresponding recorded call file. A button indicates there are currently comments associated with the corresponding recorded call file. Click the add comment button and enter the applicable text in the text field to add comments to a recorded call file. Click Submit. This is the point at which the add comment button changes to the button. Category - allows you to categorize calls into areas unique to your business, e.g., geographic region or customer satisfaction. You can then filter calls or run reports based on these call categories. Click Category and select the specific category from the drop-down list. Categories must first be created before they are assigned to calls. Refer to Categorize Recorded Calls. Note: Categories are specific to the user. Therefore, the categories that you create and assign to your recorded calls cannot be seen by other users. MD5 - identifies whether or not the call was hashed using MD5 fingerprinting, thus indicating that the call was not tampered with and helping to satisfy regulatory requirements. MD5 is a technique used to show that a file was not altered in any way. When the call is recorded, an MD5 is created and outputs a string of random characters. 15

16 To determine if two recorded calls are the same, you can compare the MD5 hash of the calls. If they are the same, they are the same call. If a different string of characters that does not match the original is created, you know the call was modified. Hovering your mouse over the MD5 icon for a specific call will reveal the hash string. If you have the recorded call file downloaded or available in another location, click on MD5 icon to open the Verify Recording pop-up. Upload the recorded call file to verify the file was not tampered with. Note: All columns on the Recorded Calls tab may not be displayed. Refer to Select Columns. 16

17 Filter Filters can be applied to the screen to assist in searching and displaying only the information pertinent to your current needs. You can filter by: Number, Redirection, Date/Time, Duration, Category, or Other. Figure 13 Recorded Calls - Filter 1. Click on the Filter toolbar to expand it. 2. Select a filter tab: By Number, By Redirection, By Date/Time, By Duration, By Category, Other. 3. Check Match Search Criteria As Entered to search for exact matches and exact case. If not checked, the search performed is not case sensitive. 4. Click Reset All to clear all entered filter criteria, if applicable. 5. Click Apply Changes. 6. Click Save and enter a name to save the criteria. This saved filter can be applied to later searches. 7. Click Apply Saved Filter to apply or delete a previously saved filter. Click the down arrow to expand the list of saved filters and select one. 17

18 Columns You can choose which columns are hidden or shown on the Recorded Calls tab. Figure 14 Recorded Calls - Select Columns 1. Click Select Columns at the top or bottom of the Recorded Calls tab. 2. Check the box for each column you want to be shown. 3. Click Update. It is recommended that the From Caller ID and To Caller ID columns be hidden because there is no data available. 4. Click Apply Changes. 18

19 Play a Recorded Call Figure 15 Recorded Calls - Play a Recorded Call 1. Select a call and click. Your default media player opens and begins playing the recorded call file (MP3). 2. Click your browser s Back button to return to the Recorded Calls tab. 19

20 Add an Annotation to a Recorded Call An annotation enables notes to be added to call recordings at specific points in the playback of the call. These notes may be helpful in the training of employees or documenting specific points in calls for security or legal reasons. 1. Select a call and click. The Annotate pop-up appears enabling you to add an annotation to the call. Figure 16 Recorded Calls - Annotate 2. Select Keep Notes in Sync With Recording if you want markers and notes to stay in sync with the playback. It is not possible to view notes for markers until that marker is reached during playback. -OR- Select Ad-Hoc Review if you want markers and notes can to be view separately from call playback by selecting the marker. 3. Click to begin playing the recorded call. 4. Click Pause when you reach the point in the recorded call where you want to add the annotation. 5. Enter a description in the Marker Description field under Add a Marker. 6. Enter any notes in the Notes field. 7. Click Add Marker. 8. Click Choose File to attach any documents, if applicable. 9. Repeat steps 2-8 to add more markers to the call. 10. Click to delete a marker that is no longer needed. 20

21 View an Annotation for a Recorded Call 1. Select a call and click. A pop-up window appears. 2. Click in the list of annotations to go to the annotated area in the call. Download an Annotation 1. Click Download Annotation. A pop-up appears. 2. Click Open, Save, or Save As. Add Comments to a Recorded Call Comments can be added to each recorded call so that users can see the steps that have been taken along the way. 1. Select a call and click. A pop-up appears with details about the call and a blank entry box. 2. Add applicable notes about this call in the Comment Text field (maximum of 1024 characters). 3. Click Save. The button changed to, indicating that there is a comment associated with this call. 21

22 Categorize Recorded Calls Categorization enables you to add labels to similar calls, which helps in viewing and reporting on call trends. Categories are not pre-defined and must be created before they are applied to calls. Add Categories 1. Click Manage Categories. A pop-up appears. 2. Enter a Category Name. 3. Select a color to associate with the category from the Category Name drop-down list. The color is used in graphs on the Home tab. 4. Repeat steps 2-3 to add more categories. 5. Click Add to save. 6. Click Close to return to the call list. Update a Category 1. Click Manage Categories. A pop-up appears. 2. Select a Category Name. 3. Change the name and/or color. 4. Click Update. 5. Click Close to return to the call list. Delete a category 1. Click Manage Categories. A pop-up appears. 2. Select a Category Name. 3. Click Delete. 4. Click Close to return to the call list. Assign Categories to Single or Multiple Calls 1. Select a Category in the recorded call list. Hold down your ctrl key to select multiple categories. A pop-up appears. If no categories are assigned, the No Category link displays in the Category column. -OR- Check each call to which you want to assign categories. 2. Check Categories to assign the call(s). 3. Click Save. 22

23 Download a Recorded Call You can save selected recordings to your PC. Downloaded recordings are saved in a.zip file as an MP3. 1. Check the recorded calls you want to download. 2. Click Download at the top or bottom of the recorded calls list. Export List of Recorded Calls You can save the list of recorded calls to your PC in.csv format. Exported information includes: Call Direction, Number, Day, Date, Time, From Number, To Number, Redirected From, Redirected To, Duration, Comments, MD5, and Category. 1. Filter the calls you want to export, if applicable. 2. Select the recorded calls you want to export. -OR- Click Export All to export all calls from all pages. If a filter is applied, only the filtered calls are selected. 3. Click Export at the top or bottom of the Recorded Calls tab. A pop-up appears. 4. Click Open, Save, or Cancel. Opening the file will open the.csv using your default spreadsheet program. Verify a Recording Verifying is a feature used to compare two different files to ensure they are the same and were not altered. Verifying uses a technique call MD5 hashing. When a call is recorded, an MD5 hash is taken of it, outputting a string of random characters. If MD5 fingerprinting is applied to the same call at a later time, it creates the same string of characters. If a different string of characters that do not match the original is created, you know the call was modified. Hovering your mouse over the MD5 icon for a specific call reveals the hash string. 1. Select the recorded call you want to verify. 2. Click. You may need to make the MD5 column visible through the Select Columns tab. The Verify Recording pop-up appears with details about the call. 3. Click Browse to find a file saved on your local computer or network to compare against the file on the call recording platform. 4. Select a file. 5. Click Verify Against Original Recording. You will receive a message notifying you whether or not the uploaded recording is identical to the original recording. 23

24 Alerts Alerts are used to notify you of calls that meet specific conditions as defined by you. The system looks at terminating calls based on criteria you define and notifies you with information regarding those calls so you can address any issues or make any necessary changes to current policies or procedures. A history of the alerts that were executed is available on the Alerts tab. Create an Alert Event 1. Click the Alerts tab. If you do not have any alerts, the New Alert pop-up appears. Figure 17 Alerts - New Alert The following fields are required: Name - enter a name for the alert (maximum of 50 characters). Description - enter a description of the alert. Event Type - select an event type. Call Initiated - creates an alert when a call is started that meets the criteria. Call Terminated - creates an alert when a call is ended that meets the criteria. Enabled - check the box to make this alert active. If unchecked, the alert is inactive. Alert Day - select a day, days, or date range for the alert. You can select multiple criteria, such as days of the week and a date range. 24

25 Alert on any day - the alert runs every day that remains active. Days of Week - select the specific days on which the alert should run. The alert runs on the selected day(s) as long as it remains active. Date - enter a specific call date. The alert will only run on this call date. Date Range - enter a start and end date. The alert will only run during this date range. At least one of the following criteria must be specified: Start Time - select the start time the Alert should begin running on the selected day(s). End Time - select the end time that the Alert should stop running on the selected day(s). Time Zone - select a time zone that you want to apply to the alert. Call Duration - only displays when the Call Terminated event type is selected. Select less than, less than or equal to, equal to, greater than or equal to, greater than, or between and the duration in HH:MM:SS format. From Caller ID - defines the originating caller ID or partial originating caller ID on which to alert. To Caller ID - defines the terminating caller ID or partial terminating caller ID on which to alert. From Number - defines the originating number or partial originating number on which to alert. To Number - defines the dialed number or partial dialed number on which to alert. Redirected From - defines the number of the person or group transferring the call. Redirected To - defines the number to which the call was transferred. Location - defines the location or partial location on which to report. DTMF Digits - only appears when the Call Terminated event type is selected and defines whether the alert will be a clip alert or triggered only when the DTMF digits are entered. Additionally, this field identifies the DTMF digits used to initiate the on demand alert. End Clip DTMF Digits - only appears when the Call Terminated event type is selected and when Clip is selected. It identifies the DTMF digits used to end the on-demand Alert clip. DTMF Tolerance - only appears when the Call Terminated event type is selected and identifies the amount of time the user has to complete the entry of the DTMF digits to initiate/end the on-demand alert and. Add a Category - categorize calls into areas unique to your business, e.g., geographic region or customer satisfaction. This category applies to all calls that fall within the alert criteria and automatically appear on the Recorded Calls tab when the alert is initiated. 25

26 Add a Comment - add comments about the call. These comments apply to all calls that fall within the alert criteria and will automatically appear on the Recorded Calls tab when the alert is initiated. Note: The From Caller ID, To Caller ID, From Number, To Number, and Location fields must be at least three characters long. 2. Select if you want to be notified by when an alert occurs. By default, Web Application is selected and alerts appear on the Alerts tab. If you selected to be notified by , you must enter the To and From addresses. The Subject, From Name, and To Name are optional. 3. Select Send As HTML to send the in HTML format, if applicable. The is sent as text if unchecked. 4. Click Save. The Alerts pop-up displays a list of alerts that occurred in the Alerts History section. 26

27 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft Windows, Media Player, and Excel are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 2.16 March 2016