INDeX Recording Services 38DHB0002UKCH Issue 7 (20/02/2002)
Contents Page 2 Contents Introduction... 3 Overview... 3 Summary of Actions... 4 About This Manual... 4 Logging On... 5 To Log On... 5 Setting Up Recording Criteria... 6 Introduction... 6 Voice recording method:... 6 Storage Format:... 6 Options:... 7 Recording Criteria Set Up Procedures... 8 Setting Up Prompts... 17 To Record a Prompt Message... 18 Setting Up Language... 19 Setting Up Library Query Lists... 20 Introduction... 20 Setting up the Library Query List Field... 20 Setting up the Library Data Field... 25 Setting Up Language... 25 Listening to Recordings... 26 Introduction... 26 Library Files... 27 Sound Files... 28 Call Recording and Call Hold... 28 Call Recording and Call Transfer... 28 Call Recording During Silent Listen... 28 Extension User Notes... 29 Recording... 29 Voice Mailbox... 29 Index... 31 Page 2
Introduction Page 3 Introduction Overview There is often a benefit in being able to record conversations between incoming callers and members of staff. As more high value, paperless business is conducted over the phone, call recording is often recommended or even demanded by the relevant industry regulators in the interest of resolving disputes, e.g. in some countries, call recording is now mandatory in the insurance industry. Call recording can also be used to provide both a quality assessment measure of staff telephone performance and as a training tool. In addition, sometimes there is the need to urgently record an incoming call, e.g. an abusive call. The INDeX 'record on line' feature allows users to, with a single key stroke, record such calls in their mailbox. The recording can be either 'silent' (where the incoming caller does not know that they are being recorded) or 'polite' (where a tone, and on display phones a visual indication, is given to both parties to indicate that recording is in progress). INDeX Recording Services (IRS) is an additional INDeX Call Centre Module for the INDeX Voice Manager suite of products. IRS can be used to record telephone conversations based upon a customisable set of rules. Using an intuitive Windows graphical user interface, system managers can control the IRS on any PC on the LAN. There are two client applications: Administration Client Used by system managers to set up any number of Call Recording Criteria plans, each with a set of configurable parameters that define the call types, extensions, times and where to store. Library Client Used by system managers to archive and retrieve recordings using database structured query commands. Retrieval can be by time, date, call types, extension numbers, etc. An intuitive interface enables system managers to set up the structured queries which enable retrieval and playback of archived recordings. Playback can be either via multimedia capabilities on the client PC or over their telephone. Three methods of voice recording are provided by IRS:- Manually: During a call, to initiate both recording and permanent storing, the nominated extension user must press their RECORD button on their display phone. No Discard: The recording of a call to/from a nominated extension is started when the call is initiated, but is not permanently stored until the extension user presses their RECORD button on their display phone. Automatic: Calls to/from nominated extensions are recorded and stored automatically based on the recording criteria without any user action. The IRS can direct the recorded call(s) into three different storage areas: Library Files: Stored on the INDeX Voice Server as records in a database. Sound Files: In either WAV or ADPCM 24kbs formats, stored in a nominated location on a mapped drive. Voice Mailbox: To existing VoiceMail boxes (set up in Voice Administration Client of IVM). Page 3
Page 4 Introduction Summary of Actions Before IRS can be utilised the INDeX Voice Manager (IVM) channels and the INDeX switch must be configured first (refer to the IVM Installation manual) and then you must : Log on (see page 5) To the INDeX Voice Server. Set up the Configuring Menus (Recording Criteria) (see page 6) Define the recording method, source, storage location, time, etc. in the Administration client. If you wish to use the Library function, then in the Library client you must: Configure Database Query Lists (Recording Library) (see page 20) Set up the parameters for which you wish to extract data from the Library, eg. extension(s), date(s), time(s), etc. Listen to and display data on recorded calls (see page 26) Retrieve stored messages from the Library database, File(s) or VoiceMail box(es). About This Manual This manual is aimed at both users of INDeX Recording Services (IRS) and System Managers with experience of INDeX Voice Manager. This manual assumes that IRS has been installed and correctly configured (IRS uses the same voice channels as other INDeX Voice services) as part of the INDeX Voice (IV) suite of products. Consult your system maintainer for configuration of levels of priority, etc. Subjects Not Covered By This Manual: Details concerning the installation and operating of the INDeX Voice Manager (IVM) are contained in the appropriate Installation and User's Guides for the INDeX Voice Manager and INDeX configuration. Page 4
Logging On Page 5 Logging On To Log On Before setting up IRS or listening to recorded calls, you must log onto the INDeX Voice Manager. 1. On the INDeX Task Bar, click on the Log On/Off icon. 2. The Task Bar will change to and the INDeX Log On menu is displayed. 3. Enter your Password The User Name would have been set up by Network Administrator. If you change the name, check with your Network Administrator that it is valid. If the server is not shown or is incorrect, use the Discover button to search for the required Server. If a Server cannot be found or is not present, consult your Network Administrator. 4. Click OK. You are now logged on and can select the required function/icon from the INDeX Task Bar. Page 5
Setting Up Recording Criteria Page 6 Setting Up Recording Criteria Introduction Before you can use IRS, you must set up both the Voice Recording Criteria and, if you are going to retrieve recordings from the Library, the database Query List(s). For Voice Recording Criteria there are a number of basic set up procedures to be performed: Voice recording method: Manually Only initiates both recording and storing of a call to/from an extension when the RECORD button on the extension is pressed. In default the IRS is configured to provide emergency recording to the user's mailbox when they press RECORD. This overrides any other manual recording criteria unless altered or removed. No Discard The recording of a call to/from a nominated extension is started when call is initiated, but is not stored until the extension user presses RECORD. Automatic All calls to/from nominated extensions are both recorded and stored automatically without any user action. For each recording method, the source, time duration, period, storage format, etc. must be defined. Storage Format: For Library storage, the format and location of Library files are specified by default. For mailbox storage, the VoiceMail box format is specified by default but the mailbox number(s) must be specified. For storage on a mapped network drive, both the format and location File(s) must be specified. Page 6
Setting Up Recording Criteria Page 7 Options: Silent Recording/Message prefixing. Prefix, On Hold and Pre-empt prompts. Specify DDI, CLI and OLI numbers (With Automatic criteria only) Time of day, random sample, call types (With Automatic criteria only) List any excluded numbers (With Automatic criteria only) Choice of languages. It is strongly recommended that, before setting up the Voice Recording Criteria, that you plan out your requirements, e.g. What recording method is to be used, where the recording is to be stored, what extensions are to be monitored, under what circumstances and with what options. When all recording criteria have been set up, you must, if storing recordings in the Library, set up the Library database Query Lists (see page 20) before you can play back calls recorded in the Library (see page 26). Note: The number of channels required/available concurrently which are in use by other applications may be an issue. If the requirements mean that more channels are required than are licensed, then more may be obtained upto a maximum determined by the system e.g. PC Cassette is 16 channels, IVM PRO 30 is 30 channels whilst on IVM PRO 60 it is 60 channels. Page 7
Page 8 Setting Up Recording Criteria Recording Criteria Set Up Procedures 1. Once you have logged on to the Voice Server (see page 5), click on the Recording Services Administration icon on the INDeX Task Bar. The INDeX Recording Services Administration menu is displayed: 2. To edit an existing criteria, double click on the required criteria's list entry and proceed from step 5. 3. To delete a criteria, click on the required criteria's list entry and select delete from the Edit pull down menu and proceed from step 5. 4. To create a new criteria, either select New Criteria from the Edit pull down menu or double click on the blank area or click on the New Criteria icon on the Toolbar. 5. The Add Recording Options menu is displayed. This menu is the default menu. Page 8
Setting Up Recording Criteria Page 9 6. On the Selection Criteria tab, enter the Title of Recording. Within this worked example the titles used are Manual Example or No Discard Example or Automatic Recording Example. This title makes the recording criteria unique and easily identifiable within the Recording Services Administration, Library Client and in port utilisation within Voice Administration. The title appears in the Service field of the Recording Library Client screen (see page 26). The title is also used to set the Priority/Preemption status for allocation of Voice Channels. (Refer to the INDeX Voice Manager Administration manual for details on setting Voice Ports priorities.) 7. From the pull down list, select the Extension/Agent to be used for this criteria listing. Only extensions connected to your INDeX will be displayed. Note that wild cards can be used to select a range of extension/agents. In the following example, a group in the range 6200 to 6299 has been specified by using the wild cards. The manual example is shown, but the same will be true for both the No Discard and Automatic Recording Examples. 8. If you wish to monitor a single extension or a number of nonsequential extensions, then you must set up individual Recording Criteria for each extension. To do this, click on OK to save the existing and start again from step 4. Page 9
Page 10 Setting Up Recording Criteria 9. Select the recording option for either Manual, No Discard or Automatic For extension 6208 in the sales group your new titled menu would look either like this: or this or this 10. Click on Apply and select the Recording Stored On tab to display the following menu: Page 10
Setting Up Recording Criteria Page 11 11. Click the appropriate button to select either: Recording Library All voice recordings for the nominated Extension/Agent are stored in the IRS Library (the database which is resident in the INDeX IVM/Server) and is only available via the Library Client. See page 20 for details. For the purposes of this description, it is assumed that the Recording Library option has been selected. Or File: Two options exist : An OverWrite File: Which holds only the last message recorded, any previous message(s) are overwritten. See page 28. or A Unique File: Where each message is stored in a separate file (the file name itself is time and date stamped). See page 28. Both File creation options can be in either IVM Format (ADPCM 24kbs) or.wav Format. The File option requires, domain, directory path, file name and, if NT, a valid user account plus password to be entered in the appropriate boxes. All voice recordings (for the Extension(s)/Agent(s) previously nominated at the Select Criteria tab - see step 5 above) will be stored in the File name/address nominated at this tab. The file name (network address) must be in the format "\\computer name\path\file name". Use the Browse option if you are not sure of the location. A shared or mapped network must have been established first and, if NT, a valid user account with the necessary access rights set up - consult your Network Administrator for details. Or Voice Mailbox plus extension number All voice recordings (for the Extension(s)/Agent(s) previously nominated at the Select Criteria tab - see step 5 above) will be stored in the Voice Mailbox (see page 29) of the extension nominated (see note) at this tab. Enter the extension number in the box labelled Voice Mail. A Mailbox address must exist in the INDeX Voice Administrator - consult your Network Administrator for details. Note: To perform multiple extension recording, a wildcard (*) must be implemented. This will ensure that all recordings are stored at the corresponding Mailbox Page 11
Page 12 Setting Up Recording Criteria 12. Click on Apply and select Options tab to display the following: 13. If required tick the Record Voice Mail Calls. This will include the voice manager auto-attendant speech in the recording. 14. If required and provided that the silent Monitoring option has been set on INDeX (consult your Network Administrator), click on Silent Recording. If this box is not set then audible and visual indication (display terminals only) is given at the extension being recorded. WARNING: The use of silent intrusion may be subject to National Regulations. Avaya will not provide the licence key for silent intrusion until satisfied that the requirements of those regulations have been met. 15. If you only want to record messages for up to a maximum length of time, set the Stop recording after box to the desired maximum time. The 'Stop recording after' time option restricts the length of call recording (the part of the call after the 'Stop recording after' time is not recorded). If call is held, this sets the maximum length of the recording time for each part. Its main use is to prevent dead calls, e.g. where the phone is left off hook filling up the Library. 16. If required, select the Prefix Recording button. This option allows you, for each criteria, to add a pre-recorded prefix to all stored messages or recorded conversations to/from the extensions nominated at the Select Criteria tab (see step 5). Hence the prefixed recording can only be heard on play back. When the Prefix Recording button is pressed, the Speech Editor menu is displayed. Prefix Recording is useful when System Managers review recordings. The pre-fix can provide the nature of the recording. For example, if recordings are from many extensions and are put into the same Voicemail box, where (unlike the Library) there is no text associated Each Pre-fix message has its own unique id (file name). The same message can be shared by any number of criteria, or each line of criteria can have its own message. Its use in the Library is as an indication that a prefix has been used. It should not be used as a Title of Recording 17. Enter Name. A unique identity for the pre-recorded prefix message appears in the Data Field of the Library menu (see page 26) Page 12
Setting Up Recording Criteria Page 13 18. In the No. to dial box, enter the number of the extension from which you wish to record from, i.e. next to PC. 19. Click Record and, on the nominated extension, record your prefix message. Click Stop when finished. Click Play to listen (confirm) prefix message. 20. If required, click on the Advanced button. This allows you to either type in a script, paste from Word or to import, export or delete prefix messages. The Import/Export file types supported are: Wav 128kbs 16 bit Linear 64kbs MU-Law ADPCM 24kbs ADPCM 32kbs 21. Click Close to accept the changes to the Prefix Recording option. 22. You are returned to the Options tab of the Add Recording Options menu. 23. To complete the set up procedure for Automatic recording criteria, proceed from step 27 below. Otherwise, click OK and you are returned to the Add Recording Options menu (see step 5). Set up of the Recording Criteria for the Manual or No Discard recording criteria options are now completed. Click OK again. You are returned to the INDeX Recording services Administration menu where the Recording Criteria you have just set up will be displayed. 24. In this example you have set up Recording Criteria for: The Manual or No discard recording method Recording and storing of calls to/from the sales group on extensions 6200 6299 A pre-recorded prefix is to be added to recorded calls. Calls to be stored in the IRS Library With the Library option specified you must set up the Library Query Fields (see page 20). 25. Finish the setting up the Manual or No Discard recording criteria option by selecting Save and Make Live from the File menu or click on the Toolbar. 26. You can now either commence set up for another named set of recording criteria, or edit/delete an existing set of recording criteria (start from step 2 - see page 8). 27. To continue with the set up procedure for Automatic recording criteria, click Apply on the Options tab. Page 13
Page 14 Setting Up Recording Criteria 28. Select the Automatic Recording Criteria tab and the following screen is displayed: 29. To only record calls to/from specific numbers, select CLI/DDI and/or OLI (outgoing line ID) in the Incoming and Outgoing fields. CLI/DDI numbers can be whole or part numbers (with * wild cards) such that all incoming/outgoing calls that match either the whole or only the part of the number entered will be recorded. The OLI field must have the complete number, e.g. 901707 392200 if user has to press 9 to access an outgoing trunk. 30. From the INDeX Conditions (directly connected to Conditions Manager) pull down list, select the period in which you wish recording to take place, e.g. afternoon, working hours, etc. These conditions may be edited as follows. 31. To edit or add new conditions double click on the Edit Conditions button and invoke the Conditions Manager (consult your network administrator for details). From the Conditions Manager menu select Edit, Insert New Condition and then add an element to it, e.g. select Insert Element and (say) Week Planner. The following screen is displayed: Page 14
Setting Up Recording Criteria Page 15 32. On the Week Planner menu, click on the periods you wish to add or subtract. The following example shows a working week of Monday to Friday with start and finish times of 0800hrs and 1800hrs respectively: To return to the IRS menu, click OK and exit from the Conditions Manager. Using Conditions to Indicate Disk Full: IRS will not automatically give a warning when the amount space for recording is low. A Conditions Manager Free Space element must be used to disable recording when insufficient space is available. 33. If random sampling of calls is required, tick for the Random Percentage in the Sample Calls field and enter the required percentage, e.g. if you wish to randomly sample 10% of the calls over the previously defined recording period, enter 10. 34. Where there is a high frequency of very short or very long calls, you can select to have these calls recorded. Select either Record calls longer or Record calls shorter than as appropriate, e.g. enter 360 and 60 respectively to record calls longer than 6 minutes or shorter than 1 minute duration. It is not necessary to select both options. 35. Select Internal only (DPNSS calls must have internal selected), External only or both Internal and External recording by ticking the appropriate boxes 36. If required, in the Exclude calls connected to box, enter any extension numbers that you do not wish to record, e.g. extensions in the range 2300-99 and 6400-99. Wild cards are permitted. Page 15
Page 16 Setting Up Recording Criteria 37. An example of a completed Automatic Recording Criteria menu would look like: 38. Click on Apply and OK and you are returned to the Add Recording Options menu (see step 5). Set up of the Recording Criteria for the Automatic recording criteria options is now completed. Click OK again. You are returned to the INDeX Recording services Administration menu where the Recording Criteria you have just set up will be displayed. 39. To finish setting up the Automatic Recording Criteria tab either select Save and Make Live from the File menu or click the icon 40. Set up of the Recording Criteria for Automatic Recording is completed. In this example you have set up for: Automatic Recording method Monitoring of calls to/from the sales group on extensions 6200 6299 Defined incoming CLI/DDI numbers and Outgoing line identity Specified working hours Excluded extensions 2300-99 and 6400-99 Do not require random sampling Record internal/external calls that are of shorter than 3 seconds duration Record internal/external calls that are of longer than 360 seconds duration Calls to be stored in the IRS Library data base Pre-recorded pre-fix to be added to recorded calls With the Library option specified you must set up the Library Query Fields (see page 20). 41. You can now either commence set up for another named set of recording criteria or edit/delete an existing set of recording criteria (start from step 2 on page 8). Page 16
Setting Up Recording Criteria Page 17 Setting Up Prompts Two types of pre-recorded prompts are available. These prompts can only be heard when recorded messages are played back. Both types of prompts are available for set up under the Prompts menu: 1. Hold Prompt When Hold Prompt is selected the following menu is displayed: This pre-recorded prompt is inserted into a recorded conversation when the nominated extension Holds or Parks the call. The pre-recorded message also has added, automatically, the time that the nominated extension was on hold. If no message is recorded then the prompt only includes the time on hold. 2. Pre-empt Prompt When Pre-empt Prompt is selected the following menu is displayed: This pre-recorded prompt is inserted into a recorded conversation when: When IRS seizes a line/voice manager channel that is in use and has a lower priority than that of IRS Recording of the conversation to a nominated extension is interrupted due to congestion of the Voice Recording system Where a higher priority extension (that needs to be recorded) starts to make a call. The pre-recorded message also has added, automatically, the time that the nominated extension was not recorded, i.e. on play back, the listener is informed if a conversation was only partially recorded and for how long the recording stopped. Page 17
Page 18 Setting Up Recording Criteria To Record a Prompt Message 1. From the Prompts menu, select either Hold Prompt or Pre-empt Prompt as required. 2. With either the Hold Prompt or Pre-empt Prompt menu selected, enter Name (provides a unique identity for the pre-recorded prompt message and appears in the Data field of the Library screen (see page 26). 3. In the No. to dial box, enter the number of the extension from which you wish to record from. 4. Click Record and, on the nominated extension, record your prefix message. Click Stop when finished. Click Play to listen (confirm) prefix message. 5. If required, click on the Advanced button to import/export or delete prefix messages. The Import/Export file types supported are: Wav 128kbs 16 bit Linear 64kbs MU-Law ADPCM 24kbs ADPCM 32kbs 6. Click Close to accept the changes to the Prompt recording option. Page 18
Setting Up Recording Criteria Page 19 Setting Up Language You can select which language you wish to work in by clicking on Tools and highlighting the required language from the following menu. Note: IRS menus are displayed in the selected language. However, to ensure that Windows menus are displayed correctly, it is advisable to have the specific country's Windows OS installed. Page 19
Setting Up Library Query Lists Page 20 Setting Up Library Query Lists Introduction The IRS Library enables System Managers to store recordings of conversations/calls in a central store (on the Voice Server) for easy search and access at a later date. Library Query Lists are lists of instructions to the Library Database on which data you wish to extract and display and/or listen to. Before setting up a Library Query List, you must have: Logged On (see page 5) Set up the Recording Criteria (see page 6) Initiated calls and recordings to populate the IRS Library database. Once you have logged on, set up the Recording Criteria and built up the Query List, you can extract and listen to recorded conversations/calls (see page 26). Note: When using the IRS Library client on a client PC using Win95, the client PC must be set up to use TCP/IP. If using NT then other protocols are supported. Refer to the IVM Installation Manual. Setting up the Library Query List Field It is strongly recommended that, before starting to build a Query List, based on the previously set up Recording Criteria (see page 6), that you plan out your requirements, e.g. What extensions/agents are to be monitored, under what circumstances and with what parameters. The following steps detail an example of setting up a Query List. 1. Once you have logged on to the Voice Server, click on the Library client icon on the INDeX Task Bar. 2. The Recording Services Library Client screen is displayed: Query List Field This is the main menu from which you set up individual lists of queries for the Library Database. These are known as Query Lists and are instructions to the Library Database on which data you wish to extract and display in the Data Field, e.g. which extensions you wish to monitor and what information (date/time/call length/etc.) is to be extracted from the Library Database. You can set up several of these Query Lists. Page 20
Setting Up Library Query Lists Page 21 3. An overview of the procedure for defining a Query List is as follows: Check that the Client Configuration is set up correctly Set up and give a unique name to the Query List. For that Query List, select which Fields are to be extracted from the Library, e.g. what extension(s), date, time, call type, etc. For each of the selected Fields, identify and define the parameters to be used, e.g. what start date/finish date, what hours to start stop, what range of extension numbers, etc. 4. Select View and then Options. The following screen should be displayed. Ensure that the Handset and server numbers are correct and that Autoplay is ticked. The optional Enable Security box is only ticked if password security is to be used. A User Name, Domain and Password must be entered for remote FTP archiving messages, exporting, etc. Page 21
Page 22 Setting Up Library Query Lists 5. From the Edit menu, select Insert Query and the following menu is displayed: Insert a new Query and return to the Edit menu, select Rename and give your new query a unique identity. You may save this new Query List for later retrieval (under the File menu) either on the desk top or a specific folder on your PC. Create as many Query Lists as are appropriate for your needs. 6. From the Edit menu, select Insert Field and the following menu is displayed: Page 22
Setting Up Library Query Lists Page 23 7. For each Field in the selected Query List you can define various parameters to be extracted from the Library database. For example, select Date and, when the date icon appears in the Query List Field, Insert Relation from the Edit menu or right click on the date icon to display the following screen: 8. From this list, select the required parameter (start and/or finish date). For example, if you select Greater than or Equal the following screen is displayed. Use to display calendar and click on to accept selected date. Select 02/02/00 and you will be able to retrieve recorded conversations and data for calls made on and beyond that date. If you wish to add a stop date to the query list, then right click on the Date icon again and select either Equal (finish on that date), Not Equal (finish before that date) or Less Than or Equal (will not finish before that date). Repeated from step 3 above for the required time, extension, etc until you have built up the parameters for the selected Query List. Page 23
Page 24 9. An example of a typical Query List is shown as follows: Setting Up Library Query Lists In the example shown above you will be able to extract information from the Library database (provided that the Recording Criteria (see page 6) has been set up) as follows: Extensions in the range 6200 to 6299 Exclude extension numbers above 6300 During the calendar period 02/02/00 to 15/10/00 During the time period 0800hrs to 1800hrs (working week period has been set during Recording Criteria set up (see page 6). In addition, if the Pre-fix Recording and/or the Prompts Options have been selected (see pages 8), then these are also added to the Library of recorded and stored messages. 10. For extensions, in addition to the parameter symbols shown above, you can also select from: 11. When you have completed setting up your Query List, select Save from the File menu and the either select Submit (from the File menu)or right click on the Query List icon and select Submit or click on the icon on the tool bar 12. The specified information will be extracted from the Library data base and displayed in the Data Field. Page 24
Setting Up Library Query Lists Page 25 Setting up the Library Data Field Which columns are to be displayed in the Data Field can be selected. 1. From the View menu, click on Select Columns and the following screen is displayed. ID: System generated identity Date: Date call made/received Time: Start of call Ext.: Origination of call identity OLI/CLI: If recording internal calls specified, OLI/CLI could be an extension number Service: Title of the service used to make recording Type: Type of call Len: Duration of call Status: Success/failure of call attempt Comment: Used to Annotate selected recording. See page 27 Fmt: Always ADPCM 24kbps Filename: System generated Archive: Location of archive. 2. Select, by putting a tick in the required boxes, which columns you wish to display in the Data Field. Setting Up Language You can select which language you wish to work in by clicking on Tools and then Select Language. See "Setting Up Language" on page 19. Page 25
Listening to Recordings Page 26 Listening to Recordings Introduction The storage location of recorded conversations is defined on the Record Stored Options of the Recording Criteria procedure (see pages 8). There are three basic storage location options available to you. Recording Library (see page 27) All voice recordings for the nominated Extension/Agent will be stored in the IRS Library (the database which is resident in the INDeX IVM/Voice Server). You must have completed and submitted a Query List (see page 20) before being able to review/listen to the Library Database. Playback these recordings through either your handset or a multimedia PC. File (see page 28) An OverWrite File: Which holds only the last message recorded, any previous message(s) are overwritten. or A Unique File: Where each message is stored in a separate file (the file name itself is time and date stamped). Both File creation options can be in either IVM Format or WAV Format. Files should be located in a folder/file on your PC. (The INDeX Voice Server HD can only be accessed by engineers). Playback these recordings through either a multimedia PC or through CallFlow - consult your Network Administrator for details. Voice Mailbox (see page 29) All voice recordings for the Extension(s)/Agent(s) previously nominated will be stored in the Voice Mailbox of the nominated extension. A Mailbox address must exist in the INDeX Voice Administrator - consult your Network Administrator for details. Listen to these recordings as though they are messages in your mailbox. Page 26
Listening to Recordings Page 27 Library Files Before you can listen to or view information stored in the Library, you must log onto the Voice Server (see page 5). 1. Once you have logged on to IRS, click on the Library client icon on the INDeX Task Bar. The INDeX Recording Services Library Client menu is displayed: 2. From File, select Open and choose the required Query List and screen similar to the following will be displayed: 1 2 3 4 5 6 7 8 Toolbar items are:- 1. Play selected recording through multi-media PC (disabled if PC not equipped) 2. Play selected recording through specified phone (specified in View/Options) 3. Export (copy) selected recording to a file 4 Annotate selected recording. Add/change text in Comment field 5 Compact selected recording. This removes the speech part of the recording, but leaves the search (text) data. 6. Archive selected recording. This removes the recording from the library, but stores a copy in selected file. Text information is left untouched. 7. Delete selected recording 8. About box with version. In the Data Field, lists of recorded call data will be shown. Each list represents a recorded call. The first column (labeled ID) is a sequential listing of the calls recorded. The remaining columns are data that is directly related to the Fields set up in the Query List(s), e.g. Date, Time, Extension, Digits, etc. (see page 25). You can select which columns are displayed in the Data Field; use the View menu to select which column you require. 3. To listen to a recorded conversation, highlight the required list and click on either of the tool bar icons: plays back recorded messages through your PC (must be fitted with multi-media and a sound card). Consult your System Administrator for details. plays back recorded messages through your nominated extension (previously specified in the Recording Criteria Option tab.) Page 27
Page 28 Sound Files Listening to Recordings Sound files (see page 11), can be played back, either via your telephone or via your PC. For details on how to playback your sound files, consult your System Administrator. Call Recording and Call Hold A recorded call can be placed on hold and then retrieved from hold without loosing any segment of the call. Once the HOLD key or PARK soft key is pressed, call recording is stopped and resumes once the call is retrieved. The final recording is a single message formed from each segment of the call. Each segment is separated by the Hold Prompt (if set up) and the time spent on hold. Note that when calls are recorded non-silently, the PARK soft key must be used as the HOLD key is disabled. Call Recording and Call Transfer A recorded terminal can transfer a call to another terminal without causing disruption of the call recording of the terminal receiving the transfer. The following restrictions apply: Calls transferred using the hold key must be unannounced. Calls recorded non-silently must be transferred using the PARK soft key as the HOLD key is disabled. Call recording is not supported when the terminal, initiating the call transfer, is configured to record calls in either 'Automatic' or 'No Discard' mode, and the terminal receiving the call transfer, is also configured to record calls in either 'Automatic' or 'No Discard' mode. Call Recording During Silent Listen This feature enables a terminal user set to Supervisor to press the RECORD soft key whilst already listening to an agent. If the supervisor terminal has an IRS criteria set to 'Automatic', the RECORD soft key must still be pressed. The minimum INDeX CPU software version supporting this feature is INDeX 9.2.1. Page 28
Extension User Notes Page 29 Extension User Notes Recording After installation of INDeX Recording Services, users of Avaya 20 Series display phones will see a RECORD option displayed during calls. In default, if RECORD is pressed, it will provide emergency recording to the user's mailbox. This overrides all other manual recording criteria unless altered or removed. During recording, the user's terminal will display INTRUSION and give regular reminder tones (unless silent intrusion has been setup for that user). Voice Mailbox Remember to check your Voice Mailbox regularly as the Voice Manager can delete messages after a short period. To check your mailbox, on Avaya 20 Series display phones, for messages: 1. Press LISTEN or VOICE and then LISTEN. 2. The display shows ENTER PASSCODE. Enter your mailbox passcode. If you make an error, press CANCEL to restart. 3. Once in your mailbox, the Voice Manager tells you how many new, read or saved messages you have. Refer to your telephone's User's Guide for details on how to control your Mailbox messages. Page 29
Extension User Notes Page 30 This page has been deliberately left blank. Page 30
Index Page 31 Index Client Criteria... 5 Library... 5 Database Data Field... 20 Library... 20 Queries Field... 20 Setting up... 20 Files Listening... 26 Overwrite... 26 Unique... 26 Voice Mailbox... 31 IVM...3 IVM/SVRC...3 Language...19, 25 Library Data Field... 20 Queries Field... 20 Setting up...20 SQL Database...20 Library File...3, 26 Logging On Library...20 Mailbox...3 Listening...31 No Discard...3 Prompts Hold Prompt...17 Pre-empt...17 Server Cassette...3 Sound File...3 SVRC...3 Voice Mailbox...3 Listening...31 Voice Manager...3, 5 Page 31
Index Page 32 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others. Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to Avaya. This confidential document is the property of Avaya and without its prior written consent may not be disclosed to a third party nor copied. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com". Copyright 2002 Avaya Avaya Global SME Solutions Sterling Court 15-21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel: +44 (0) 1707 392200 Fax: +44 (0) 1707 376933 Email: contact@avaya.com Web: http://www.avaya.com Page 32