Quick Start Guide Red Box Call Recording v5 18/08/2016

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1 1 Quick Start Guide Red Box Call Recording v5 18/08/2016 The Red Box Call Recording service keeps recording of your calls online for you to view and download via a dedicated web interface. IMPORTANT: The service will only detect the calls of individually registered Terminals. If one of your users ever changes the phone they are using you should contact Inclarity Support to update the registered information, to ensure their calls continue to be recorded correctly. 1. Initial Browser Set Up The Red Box Call Recording portal should be accessed using the Internet Explorer browser program using a different browser will cause potentially unresolvable problems. Before you log in for the first time you will need to a) modify your browser to accept a plugin, b) install a certificate and c) create a media folder on your desktop Modify Browser Security Settings In the Internet Explorer window select Settings -> Internet Options -> Security, and then click on Trusted Sites and the Sites button. Ensure that you untick the box Require server verification (https) for all sites in this zone. Enter the address Add it into the list and press Close. (If it does not let you add this address then go back and untick the box noted above.)

2 2 Then in the previous window press the Custom level button. Scroll down to the section ActiveX controls and plug-ins and change the rule for to Enable. Initialise and script ActiveX controls not marked as safe for scripting Press OK and then OK again to return to the main browser screen Install Certificate Download the new certificate from Go to your Downloads folder, right-click on the file and select Install Certificate. In the window that appears press Next to move to the next screen. Choose Place all certificates in the following store and then press the Browse button to choose the location. Click on the folder Trusted Publishers and then press OK. Press Finish on the summary window to complete the process.

3 Create Local Folder The last step is to create a folder on your desktop to which your recordings will be downloaded. Go to Computer and find your C: drive. Here add New Folder called Quantify. Right-click on the folder and select Properties. Select the Security tab, and then select the Group Users from the list. Underneath in the box Permissions for Users tick to Allow Full Control and then press OK. You are now ready to use the Call Recording service.

4 4 2. Using The Portal Access the Call Recording portal in Internet Explorer only using the following URL: You should use the credentials provided by Inclarity to log in. You should then select the button for Replay. (The Monitor option is discussed separately further below.) You will be taken to a screen which allows you to search for your calls. To conduct a search you can utilise the basic criteria presented, or click on + Add Criteria to customise and refine the search. Once you have your desired criteria press > Start Search to look for the call records. (You can also enter a name for the search at the top of the window and press the disk icon next to it to save it for future use.) Your results will display in the window below. You can sort, hide and reposition the columns as required.

5 5 Double-click on the call you are looking for and it will open in the Media Player at the bottom of the window. If this is the first time you have used this service then you may be prompted to run a downloadable plugin called PresentationHost.exe: Make sure that you allow this plugin or the Media Player will not start correctly as shown below: If you would like to download the call, choose the WAV tab. Then at the bottom of the window press the button to download the actual.wav file to your desktop. To download multiple files in one go you will first need to install the Bulk Export Utility program (see below).

6 6 3. Bulk Export Utility Download the Bulk Export Utility program from Run the downloaded file to install the program. Agree to the License Agreement, and then press Next. Press Next again to begin the install, and then when it is finished press Close to finish. You can now go back to download multiple recordings from the search bar. Give your bulk export a package name and then press OK.

7 7 Confirm your export location and press OK. Enter your Call Recording Username and Password and press Login. Wait for the files to download. Press Close to finish and return to the previous screen. Browse to the same file location on your desktop to find the files. Note that the Replay window will limit the number of recordings you can download at once based on the page size which is set by default to 100 entries. If you need to download more than 100 records, then first adjust the number of records displayed under Options -> Replay Preferences. Move the slider to the desired number of records and then press OK.

8 8 4. Live Monitoring If you press the Monitor button you will be taken to an area for monitoring live calls made by your users. Each registered Terminal will be shown in grey when it is inactive. When a call is in progress the active Terminal will change colour. To listen to the call in progress press the headphone icon on the active Terminal, and it will change to a play button. If you press the play button the audio will buffer and play in the Media Player window below. When the call is finished press the stop button in the Media Player window to cease buffering.

9 9 5. Stop/Start Recording Client By default the Call Recording service is always-on, and this may not be suitable for situations where sensitive personal information (e.g. bank or card payment data) is discussed. Where it is important not to record this sensitive information for compliance reasons, it is possible to deploy the Stop/Start Recording Client to facilitate the suppression of your recordings. Inclarity will supply you with an installation file for your Windows desktop RBRWSC_Setup.msi. Double-click on this file to begin the installation process. 1) Press Next to proceed. 2) Accept the License Agreement and press Next. 3) Use the default file path suggested and press Next. 4) Press Install to begin the installation. 5) Wait as the wizard installs the application. 6) Press Finish to complete the installation process.

10 10 Before you run the program for the first time you will also need to update your Windows Registry. If you do not have permission to do this yourself then please seek the help of your local IT administrator. To run the Windows Registry Editor open the Windows menu and enter regedit into the search bar. Press Enter to launch the Editor window. Open the folder tree to find: HKEY_LOCAL_MACHINE/SOFTWARE/WOW6432Node/Red Box Recorders Limited/RBRWSC

11 11 Under RBRWSC in the right-hand panel you will see the following: Double-click on RecorderAddress to edit the field. Enter ; and press OK. If you can see the address information has been updated then you can close the Registry Editor window. To run the Stop/Start Recorder Client double-click on the red icon you can see on your desktop. You should then see a corresponding red icon in your Windows System Tray. You are now ready to use the software Recording Client in Manual Suppression Mode When the Recording Client is in manual mode, the suppression of your Call Recording service only occurs when you manually trigger this via the Recording Client on your desktop. If you double-click on the red icon in your Windows System Tray you will see the following client window: When you are on a call which is being recorded, if you return to the window you will see a dot has appeared to inform you that the recording is taking place. If you need to stop your recording simply press the button to pause the service.

12 12 The audio of your call will no longer be recorded until you press the > start button (and the red dot will appear again) Recording Client in Automatic Suppression Mode When the Recording Client is in automated mode your Call Recording service will be paused automatically based on your desktop activity. This suppression can be triggered if: You focus on an application window with a specific name You browse on the Internet to a specific URL You will need to send your preferred suppression criteria to Inclarity to configure for you. You can verify the suppression of your Call Recording by reviewing your calls in the Call Recording web portal Reviewing Your Call Recording Suppression Whether your Call Recording is suppressed manually or automatically, you can review the call after it has finished to confirm that the audio has not been captured. After searching for the call in the usual way in the Call Recording portal you should find that there are periods of silence which coincide with your suppression activity.