Introduction 3 Account Access 3 Getting Acquainted 3 Home Tab (Dashboard) 3 Recordings Tab 4 Recorded Calls 5 Calls In Progress 7

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2 Contents Introduction 3 Account Access 3 Getting Acquainted 3 Home Tab (Dashboard) 3 Recordings Tab 4 Recorded Calls 5 Calls In Progress 7 2 P age

3 Introduction This guide provides information about the Call Recording Administrative Interface. It provides an introduction to the interface that allows an administrator to download recordings as well as some additional statistical tools and features. Account Access In order to access the application, you must log on with a user name and password. During the initial implementation of the call recording feature, Telesystem will create all administrator accounts based on your requirements. When the administrator is created, their username and password is automatically sent to their address on file. If you have not received these credentials, please contact Telesystem for assistance. To access the Call Recording Administrative Interface: Point a browser to Supported browsers and versions include IE 8 (IE 6 and IE 7 are not supported), Firefox v3, Google Chrome, Safari v3. When the link is accessed, you will see a logon screen like the one below. Enter your User Name and Password then click Log On. Getting Acquainted In general, the interface is a graphical interface that will allow the administrator to point and click in order to get to each area, drill down on information, download files, etc. Some general tips are as follows: At any point, you may change your password by clicking on the Change Password link at the top right of the interface screen. To log off, click on the Log Off link at the top right of the screen. The Call Recording Administrative Interface is divided into two main sections: Home and Recordings. These sections may be accessed by simply clicking on the tab labeled with that name. Home Tab (Dashboard) The Home Tab (also referred to as the Dashboard), provides you with a real time view of the system data including information about the number of calls, frequent callers, etc. The Dashboard is divided into several distinctive panes that give you a pictorial and data overview of your company s current call usage: Frequent Callers: displays the total number of calls by calling number for the most frequently called numbers. The calls included in the totals will be determined by the dashboard filters (for example: today, last 30 days, etc.). 3 P age

4 Calls by Location: displays total calls by each location as determined by the NPA/NXX. The calls included in the totals will be determined by the dashboard filters (for example: today, last 30 days, etc.). Call Handler Summary: displays the maximum and average duration of a particular subscriber s phone calls based on the time specified. To drill down on a specific subscriber s calls, click on their ID. Active Call Handlers: displays the number of users that are currently on calls and with whom they are on the call. Recent Calls: displays a list of the most recent calls to or from the associated subscribers. The calls included in the list will be determined by the dashboard filter (for example: top 10 results, top 25 results, etc.). Activity & Heat Map: is a graphical display to show how many calls are going to or from each user during a particular time period. The Dashboard may be customized. Many panes can be filtered by time and have their refresh rates modified. All panes may be reorganized or relocated by clicking on the pane, dragging it, and dropping it to the desired location. To pause the given statistics at any time, click on the pause button on the top left corner. Each pane can also be collapsed or expanded by clicking on the arrow in its upper right corner. Recordings Tab The recordings tab gives the system administrator access to all of the Recorded Calls in the system as well as a view of any Calls In Progress by clicking on the associated subsections. 4 P age

5 Recorded Calls Recorded calls are stored for 30 days up to the allowed amount of space allocated to your group. The Recorded Calls section shows these completed, recorded calls that are being stored. To manage this screen, you may do the following: All column headers on this screen can be sorted by clicking on the associated header. For example, if you want to see some of the shortest or longest calls first, you may click on the Duration column to sort the calls accordingly. To limit the number of results the page presents, use the Results per page drop down. The default is 20, however you may go between different pages by using the numbered page links on the bottom left. To download one or more recordings, place a checkmark by the recording then click the Download link. This will download the files to your computer in an mp3 format to a zip file. To export a list of one or more selected calls, place a checkmark by the recording then click the Export link. His will download the information to a csv file. To export a list of all calls, click the Export All link. His will download the information to a csv file. 5 P age

6 To limit the view to only certain columns, click on the Select Columns link. The box that pops up will allow you to select (checkmark) or deselect (no checkmark) the columns you want to view. If you are looking for a particular call or want to filter the returned results, click on the Filter bar at the top of the screen. This section will allow you to type in search criteria then apply that particular filter to search for specific calls. For example, if you want to see all calls from a particular customer, you may want to search by their phone number in the Number section. Alternately, you may want to filter calls to see only the longer or shorter duration calls so the Duration filter may be of use in that case. The Recording section columns and filters use various terms you should be familiar with. They are as follows: Number: the number or description associated with the call handler (subscriber) Day: the day of the week the call took place Date: the actual date the call took place Time: the time the call originated From Number: the originating number From Caller ID: displays the name or number of the person that originated the call, if the caller ID is available To Number: the terminating number Duration: the length of the call Comments: allows the supervisor to add comments pertaining to the call Recording: identifies whether or not there is a recording associated with the call. By default, all recordings from all numbers are saved for the whole length of the call. If a recording is associated with the call, the play icon may be clicked to launch your computer s default media player. 6 P age

7 Calls In Progress The Calls In Progress screen allows the administrator to view any calls that are currently active. Similar to the Recordings section, the live call provides details such as the Number that is currently on the call as well as the time the call originated, caller ID, and whether the recording is being retained. Users of the system may pause (mute) and resume (unmute) a live, recorded call by entering star codes. While on a live call, they can dial *111 to pause the recording, which mutes the audio. During that same call, they can dial *222 to resume the recording. The system will record the whole length of the call, however the paused portion will be fully muted during its playback. Please note that not all columns or features may be available to you depending on what features you have enabled on your account. If you have questions concerning your account, please contact Telesystem. 7 P age