Recording Supervisor Manual Presence Software

Transcription

1 Presence Software Version 9.2 Date: 09/2014

2 2 Contents Introduction Installation and configuration Presence Recording architectures Operating modes... 5 Integrated... with Presence Server 5 Standalone... 7 Users... 8 Definition... 8 Items... 9 Recording... groups 10 Recording... queries 11 Permissions Recording Screen... recording profiles Recording groups Recording plans Recording playback Queries Query... results 31 Folders Example Reports Unrecorded calls Monitors Recording Backup Presence Recording Status Monitor Introduction Installation and configuration User interface List of... statuses 54 List of... errors 55

3 Introduction Chapter Introduction 3 1 This document describes how to work with Presence Recording, the voice-recording module from Presence. Presence Recording allows you to perform on demand voice recordings (on agent request) and selective voice recordings (based on a recording plan) of calls answered by one or more agent logins, extensions and/or services. Presence Recording provides two different operating modes: integrated with the Presence suite using Presence Server, or as a standalone recorder (that is, separated from the rest of the Presence product suite). Both architectures offer the same functionality except for small differences that will be described later in this document (refer to Presence Recording architectures).

4 4 Chapter Installation and configuration 2 To install Presence Recording on a computer, refer to the Presence Installation Guides.

5 Presence Recording architectures Chapter Presence Recording architectures 5 3 Operating modes As mentioned before, Presence Recording provides two different operating modes: integrated mode and standalone mode. Even though both modes offer virtually the same functionality, there are certain differences due to the nature of each architecture. These differences are limited to the following: the way of accessing the Presence Recording GUI (that is, the screens that allow for configuration, management and supervision of Presence Recording) which items are likely to be associated to a recording plan when working in selective recording mode which items can be included in a query definition for recording playback the way of accessing the recording on demand mode (on agent request) Integrated with Presence Server In Presence Recording's integrated operating mode, access to the interface is achieved via the Presence Supervisor module (see the figure below, Presence Supervisor interface).

6 6 Presence Supervisor interface In a recording plan or recording query definition, you can specify Presence services as well as groups (consisting of agent logins and extensions), as illustrated in figure Recording plan definition (integrated recorder). To get information on how to create groups, refer to Recording groups. Recording plan definition (integrated recorder)

7 Presence Recording architectures 7 Recording on demand (that is, on agent request) can be enabled from a Presence inbound and/or outbound service definition (refer to the Presence Administrator Manual). From Presence Agent, agents can start, pause, resume and stop the active voice recording by clicking on the appropriate buttons ( Agent interface figure below).,, and respectively; refer to the Presence Presence Agent interface Standalone In Presence Recording's standalone operating mode, access to the interface is achieved via Presence Recording Supervisor (see the figure below, Presence Recording Supervisor interface). Presence Recording Supervisor interface From Presence Recording Supervisor you can define groups (consisting of agent logins and extensions) that can later be associated with a recording plan and/or a query definition for recording retrieval, as illustrated in figure Recording plan definition (standalone recorder). To get information on how to create groups, refer to Recording groups.

8 8 Recording plan definition (standalone recorder) Since this recording mode is not integrated with Presence Server, the recording on demand (on agent request) cannot be enabled from Presence Agent. Instead, the Presence Recording ActiveX control must be used which allows an application to interact with the standalone Presence Recording module. For more information about the Presence Recording ActiveX control, refer to the Integración con Presence Recording Control ActiveX (available in Spanish). Users Definition You can manage the user permissions in Presence Recording Supervisor from the Configuration Users item of the application's main menu. This option is visible only when the user has Super User permission. The following screen is displayed: User configuration screen User: Specify the user id that will be used to log in to Presence Recording Supervisor. This parameter is required. Full name: Specify first and last name of the authorized user. Password: Specify a valid password to log in to Presence Recording Supervisor. The maximum length is 20 characters.

9 Presence Recording architectures 9 Confirm password: Reenter the password for confirmation. User must change password at next login: The next time that the user logs in to Presence Recording Supervisor, a dialog is displayed that prompts the user to change the password. Use the Access button to define the privileges for each user. A screen similar to the following one is displayed: Access administration main screen The first option is Super user. When you select this option, the new user will be granted all permissions without any restrictions. The left sidebar of the Access administration screen features two object groups: Items and Permissions. Items An item is an existing object in the Presence system to which one permission (or more) will be applied. The Items main screen displays a summary listing all of the items available in the system, the total number and the number of selected items.

10 10 Items main screen As a general consideration, it is very important to bear in mind that some permissions affect the selected items, while other permissions affect all items (regardless of the items selected). The following sections under Items and Permissions provide detailed information on the implementation scope of each of them. This item displays a list of all recording groups configured in the Presence system. List of recording groups in the Presence system This screen allows you to select the recording groups to which the Recording permissions are applied:

11 Presence Recording architectures 11 - Plan administration. When managing a plan, the user can exclusively add the selected recording groups. When editing a plan, the user will see all the recording groups added to the plan, regardless of the selected recording groups. - Plan editing. When editing a plan, the user can exclusively add the selected recording groups. The user will see all the recording groups added to the plan, regardless of the selected recording groups. - Query administration. When managing a query, the user can exclusively add the selected recording groups. When editing a query, the user will see all the recording groups added to the query, regardless of the selected recording groups. - Query editing. When editing a query, the user can exclusively add the selected recording groups. The user will see all the recording groups added to the query, regardless of the selected recording groups. - Query execution. If the query has not been defined for one or several recording groups, on execution the query output will be filtered by the recording groups selected for the user. Otherwise, the query will be executed from the recording groups defined. The implementation scope of any permission other than those specified above does not depend on the existing selection of recording groups. This item displays a list of all recording queries configured in the Presence system. List of recording queries in the Presence system This screen allows you to select the recording queries to which the Recording permissions are applied: - Query execution with the Selected queries option selected. The implementation scope of any permission other than those specified above does not depend on the existing selection of recording queries.

12 12 Permissions Permissions allow you to restrict the user access to the Presence system. The Permissions main screen displays a summary listing the total number of Recording permissions and the number of selected permissions. Permissions main screen This option allows you to grant permissions for the call recording system. User permissions for the Recording option This screen is divided into the General and the By user group boxes.

13 Presence Recording architectures 13 The General group box contains the following permissions: Group administration: This permission allows the user to perform administrative tasks for all recording groups (create, edit, delete, etc.). Open folders for all users: This permission allows the user to open and review recordings from all folders available in the system, regardless of their respective owner. Monitoring: This permission allows the user to review the information gathered by the different types of monitors available for the recording system. Selecting this permission enables the Recording retrieval cancellation permission. Reports: This permission allows the user to generate the recording reports. Restore recordings: This permission allows the user to send requests for restoring recordings that are stored on tape. Either the Retrieve recording by id permission or the Query execution permission must be enabled. Record exporting to file: This permission allows the user to export the selected recordings to files with the original format of these recordings or to another supported format (refer to Export to file in section Recording playback, Query results to find more information on the other formats). Either the Retrieve recording by id permission or the Query execution permission must be enabled. Retrieve recording by id: This permission allows the user to search through recordings by their id, and subsequently play these recordings. Selecting this permission enables the Restore recordings and Record exporting to file. The By user group box contains the following permissions: Plan administration: This permission allows the user to perform administrative tasks on the recording plans (create, edit, delete, move up, move down, etc.). If you choose the Your plans option, the user will only have permission to manage the recording plans created by himself/herself. The All plans option allows the user to manage all the recording plans available in the system. When defining a plan, the user will only be able to add the recording groups selected in Items, Recording groups. Checking this permission automatically selects the Plan editing permission. Plan editing: This permission allows the user to edit the recording plans. If you choose the Your plans option, the user will only have permission to edit the recording plans created by himself/herself. The All plans option allows the user to edit all the recording plans available in the system. When defining a plan, the user will only be able to add the recording groups selected in Items, Recording groups. This permission is automatically selected when the Plan administration permission is selected. Query administration: This permission allows the user to perform administrative tasks on the recording queries (create, edit, delete, etc.). If you choose the Your queries option, the user will only have permission to manage the recording queries created by himself/herself. The All option allows the user to manage all the recording queries available in the system. When defining a query, the user will only be able to add the recording groups selected in Items, Recording groups. Checking this permission automatically selects the Query editing and Query execution permissions. Query editing: This permission allows the user to edit the recording queries. If you choose the Your queries option, the user will only have permission to edit the recording queries created by himself/herself. The All option allows the user to edit all the recording queries available in the system. When defining a query, the user will only be able to add

14 14 the recording groups selected in Items, Recording groups. This permission is automatically selected when the Query administration permission is selected. Query execution: This permission allows the user to execute the recording queries. If you choose the Your queries option, the user will only have permission to execute the recording queries created by himself/herself. The Selected queries option allows the user only to execute the queries selected in Items, Recording queries. All allows the user to execute all the recording queries available in the system. Selecting this permission enables the Restore recordings and the Record exporting to file permissions. This permission is automatically selected when the Query administration permission is selected. Recording retrieval cancellation: This permission allows the user to cancel requests to restore recordings on tape. The Monitoring permission must be enabled. If you choose the Your requests option, the user will only have permission to cancel the restoration requests for recordings made by himself/herself. The All requests option allows the user to cancel any restoration request for existing recordings in the system. Screen recording profiles In order to make screen recordings, a recording profile is required to exist in the system. The Screen recording profiles command is located in the Configuration menu, and is used to create the different profiles based upon certain configuration settings. This makes it possible to optimize the management of these files depending on the needs of playback quality and disk space required at each Call Center. Screen recording profiles window To create a new recording profile, click the button and set the desired values for the configuration settings. The default values set to these parameters provide an optimum disk size for recordings while offering a good playback quality. However, you may set the most suitable values to meet your demands, and so create configurations to be assigned to different agent groups.

15 Presence Recording architectures 15 Screen to configure a profile Description: Descriptive name of the screen recording profile. Recording mode: This parameter allows you to select either one of the following modes: - GDI: This mode allows you to record animations producing a better quality than the Capture Driver mode. In case that the PC performance is affected by the screen recording, it is advisable to turn off hardware acceleration in Windows. - Capture Driver: This mode is optimized for recording standard Windows applications (like MS Word or Windows Explorer) that do not contain animations and moving images. The driver needs to be installed before this mode can be used for recording. The impact on PC performance is smaller than in the GDI mode. Frames per second: Number of frames (images) captured per second when recording the video. This option is enabled only when the GDI mode is selected. Values must range between Video compression: Compression level of the output screen recording file. Values must range between 3-9. The higher the compression level is, the higher CPU usage and the smaller is the size of the output file. Key frames level: Frequency of key frames (images) which are stored in the video file. The values of this parameter are: Disabled, Low and Medium. The higher the value is set to this parameter, the larger is the filesize but the efficiency to export files is improved. Default profile: This option allows you to set the current configuration as default. In case that no recording profile is assigned to a service, the system will assign the profile checked as default profile. A recording profile cannot be deleted if selected as default profile. NOTE: In case that a screen recording profile is associated with a recording plan, the profile cannot be deleted.

16 16 Chapter Recording groups 4 While configuring recording plans and queries, it is possible to select recording groups to restrict the recordings made using a plan or the search of recordings to certain agent logins/extensions. Clicking the Groups button from Presence Supervisor (integrated recorder) or from Presence Recording Supervisor (standalone recorder) provides access to the screen to define the recording groups. Defining a group The New button on the menu bar allows you to add a new group or object. The arrow on the button allows you select the required option: New group: Allows you to create a new recording group. Creating a new group Code: Code of the new group. Description: Descriptive name of the new group. New object: Allows you to add extensions or agent logins to a recording group.

17 Recording groups 17 Adding a new object (integrated recorder) Adding a new object (standalone recorder) Objects must be added to a group that already exists. The Type parameter allows you to select one of the two available object types: Extension or Login. You can specify a range of objects (separated by a hyphen) or a list of objects (separated by a semicolon). In the operation mode integrated with Presence Server, you may also select login groups created from Presence Administrator to add its logins to the recording group. If any logins within the range, list or group are disabled, these logins will not be added to the recording group.

18 18 Chapter 5 Recording plans Recordings can either be performed on demand or triggered by a recording plan. When a voice call recording has been triggered by a recording plan and an agent requests a recording on demand of the same call from Presence Agent (integrated recorder), a message will indicate that the call is already being recorded by an active recording plan. The same behavior applies to the Presence Recording ActiveX control functions (refer to the Integración con Presence Recording Control ActiveX) of the standalone recorder that enable integration with the interface required for performing the recording on demand. A recording plan allows automatic recording without the need for agent interaction. A recording plan definition allows you to specify the percentage of calls to be recorded, to which services (integrated recorder), extensions (standalone recorder) and agents the recording plan will apply, as well as the recording period of time. A recording plan provides support for time zones, therefore the date fields used as parameters are based on the time zone set for the user of the Presence Supervisor session. To access the configuration and management screen for a recording plan, click the Plans button in Presence Supervisor (integrated recorder) or in Presence Recording Supervisor (standalone recorder). From the main screen, you can create, edit, delete, enable and disable recording plans, as shown in the following figure: Recording plans To create a new plan, click New. The following screen is displayed:

19 Recording plans 19 New recording plan (integrated recorder) Fill in the required information: Name: Specify a name for the plan. Resource profile: Select the profile assigned to the recording plan. The default value is the resource profile of the logged on user. Percentage to record: Enter a percentage for the number of conversations to be recorded. For example, entering a value of 50% indicates that half of the conversations will be recorded, 25% specifies that one fourth of them will be recorded, 100% means that all conversations will be recorded, and so on. Start: Enter the date when the plan will begin. End: Enter the date when the plan should end. Allow the agent to pause recordings: If this option is checked, the agent can pause and resume recordings that have been started from the configured recording plan. Allow the agent to stop recordings: If this option is checked, the agent can stop recordings that have been started from the configured recording plan. The Screen recording tab allows you to specify that the recording of the voice call will also include the agent's screen recording.

20 20 New recording plan (integrated recorder) New recording plan (standalone recorder) Record screen: Checking this option will also perform the recording of the agent screen, in addition to the voice call. NOTE: To make the screen recording feature operative on the agent seat, Presence Screen Recording Agent Service must be installed. For more information on the configuration and installation of this service, refer to section Recording, Presence Screen Recording, Agent Service in the Presence Installation Guides. Recording profile: The drop-down list displays the screen recording profiles previously defined in the system. This is enabled only when the Record screen option is checked. Continue recording in after-call work (available only for the integrated recorder): When this option is checked, the screen recording is maintained beyond the voice call up to the contact finish. Finally, select the Services (available only for the integrated recorder)

21 Recording plans 21 New recording plan (integrated recorder) or the Groups (standalone/integrated recorder) to which the plan will apply: New recording plan (standalone recorder) To add a service (or group), simply enter the service id or group code and click the Add icon. Alternatively, you can select one or more services (or groups) from the list that is displayed when clicking the search option. To remove a service (or group) from the list, select it and click the Delete icon. Once the recording plan definition is complete, it must be enabled: Click the Enable button (see figure Recording plans) in order to start recording the voice calls. Similarly, a recording plan can be disabled in order to temporarily pause or stop the recording process. The same panel also allows a recording plan to be edited or deleted. Before a recording plan can be deleted or edited, it must first be disabled. When an agent receives a voice call, Presence checks all active plans to determine whether the call should be recorded. Using the Move up and Move down buttons from the main screen, you can adjust the priority of existing plans. The system checks whether the incoming call matches the criteria of the first active recording plan; if it does not, the system then checks

22 22 the second plan and all other plans until the last. A call is recognized as part of a recording plan either if belongs to any service specified in the Services tab or if the extension or agent login belong to any groups specified in the Groups tab. NOTE: Recordings can only be performed after the stations have been registered with Presence Recording Server. For more information, refer to Recording, Presence Recording Server in the Presence Installation Guides.

23 Recording playback Chapter Recording playback 23 6 This tool allows you to play to recordings that have been automatically triggered by recording plans or explicitly requested by agents. To access the Recording playback screen, click the Play button in Presence Supervisor (integrated recorder) or in Presence Recording Supervisor (standalone recorder). Recording playback This screen provides support for time zones, therefore the date fields of this screen are based on the time zone set for the user of the Presence Supervisor session. As clearly visible in the above figure, the playback screen is divided into three distinct areas: queries, query results and folders. The lower bottom section of the query results screen displays a list with the recordings related by transfer to the selected recording. This way you may relate all recordings which have something to do with a particular conversation held with a customer, which allows you to keep full track of the contact handling. The panel with the list of related recordings is enabled only if there are related recordings for the selected recording (applicable to one single item, selecting multiple recordings disables the pane). Unlike the top panel with the general list of recordings, related recordings cannot be sorted sort order is fixed by date in ascending order.

24 24 In order to play recordings, you must first run a query and retrieve the desired recordings. Then, you can play any of the recordings returned by the query using any phone extension. Recordings can also be converted to different audio and video formats, and the query results can be exported to a plain text file, amongst other options. For example, you can restore off-line recordings, that is, recordings that have already been transferred to tape media. For more information about restoring recordings, refer to Monitors, Backup. Folders allow you to group different recordings that share a common denominator. More clearly, folders can be used for grouping recordings based on criteria other than those available in the query definition, such as 'Top 10 sales for a service', 'Non-useful recordings', etc. You can select several recordings at a time in order to copy them to a specific folder, that is, you may copy more than one recording in a single step. If you want to select several recordings, hold the Shift key pressed to select a contiguous range of recordings, or hold the Ctrl key pressed to select non-sequential recordings from the query results. Queries The Queries section features three options which allow you to create, edit and delete queries: New query ( ), Edit query ( ) and Delete query ( create a new query will display the following screen: ). Clicking the button to New query The different parameters to set a query are explained below. General:

25 Recording playback 25 Parameters of the General tab Description: Description of the query. This parameter is required. Interval: Interval or time period during which the voice recordings to be queried were performed. The values for the interval or time period in the configuration of query settings are kept unchanged, regardless of the time zone. However, when the query is executed, this interval or time period is applied based on the time zone set for the user of the Presence Supervisor session. This parameter is required. The available options are as follows: Last 30 minutes Last hour Last day Last week Last 30 days Custom. When selecting this interval, you must specify a value for the Start date, End date, Start time and End time fields. Request. Every time that this type of query is executed, a screen is displayed prompting you to enter the interval of dates and times for the recordings to retrieve. Duration: Minimum and maximum duration (in seconds) of recordings that you want to query. The total pause time logged during the recorded conversations is not taken into account when calculating these values. The Minimum and Maximum parameters are not required and can be configured separately. Total time in pause: Minimum and maximum total time (in seconds) that recordings that you want to query were paused for. The Minimum and Maximum parameters are not mandatory and can be configured independently of one another. Services: This option is available only in the Presence Recording integrated mode. This allows you to specify the services from which you wish to query recordings. This parameter is not required, i.e. the list of services may remain empty.

26 26 Parameters of the Services tab Service id: This allows you to specify the service ids from which you wish to query recordings. You may choose to type an id (or a range of ids) in the text box. Simply click the Insert service ( ) button to enter the ids. To enter a contiguous range of ids, specify the range in the following format: <start id 1><-><end id n>. When entering several id ranges, separate each range by a semicolon (";") from the next one. For example, entering ; ;200 causes the system to take into account only those recordings associated with the services 100, 101, 105, 106 and 200. Alternatively, you may choose to select the services from the Find service ( ) button. This search displays the services of the system, and the selection screen allows multiselection to add the services. From this screen, you can also remove a service from the list by selecting it and then clicking the Delete services ( ) button. Logins: This option is available only in the Presence Recording integrated mode. This allows you to specify the logins from which you wish to query recordings. This parameter is not required, i.e. the list of logins may remain empty.

27 Recording playback 27 Parameters of the Logins tab The management of the list of logins matches the way that the list of services is managed. Groups: This allows you to specify the recording groups from which you wish to query recordings. This parameter is not required, i.e. the list of groups may remain empty. Parameters of the Groups tab The management of the list of groups matches the way that the list of services is managed. Fields: This screen allows you to select the fields you wish to display as a result of the query. The column Available fields displays a list of all the fields available to select, while the column Selected fields shows those fields which have been selected.

28 28 Parameters of the Fields tab The arrow buttons next to the list of selected fields allows you to set the order of fields displayed when the query is generated. Audio: Location of the voice recording: on tape, on hard drive or unknown. Video: Location of the video recording: on tape, on hard drive or unknown. ID: Id of the recording. Date: Date when the recording was started. Service: Available only in the Presence Recording integrated mode. This field indicates the service to which the recording file belongs (provided that this file is related to a contact). Group id: Group containing the extension or login from which the recording has been performed. Extension: Extension under which the recording has been performed. Agent: Login under which the recording has been performed. Duration: Total duration of the recording, excluding pauses. Total duration: Total time elapsed since the recording is started until it is stopped, including pauses. Phone: Customer's phone number which has been recorded. Call type: Call type of the recorded call. The call type can be incoming (I) or outgoing (O). Record id: In integrated mode, this is the contact id (provided that the recording is related to a contact). In standalone mode, this is the value inserted by the service administration application integrated with Presence Recording. Attached data: Application data attached to the recording. Type: Source of the recording. The source can be a recording plan or on demand. Carga: Available only in the Presence Recording integrated mode. This field indicates the identifier of the load (provided that the recording is related to an outbound contact). Source id: Available only in the Presence Recording integrated mode. This field indicates the identifier of the source data table belonging to the service administration application integrated with Presence (provided that the recording is related to an outbound contact). Qualification code: Available only in the Presence Recording integrated mode. This field indicates the qualification code (provided that the recording is related to a contact). Other:

29 Recording playback 29 Parameters of the Other tab (integrated recorder) Parameters of the Other tab (standalone recorder) Specify call type: Allows you to specify the call type (incoming or outgoing) as an additional criterion for the query. If you select Outgoing, you can (optionally) specify what are the source identifiers (refer to Source ids) that you wish to consider for the query. This parameter is not required. Logins: Available only in the Presence Recording standalone mode. Allows you to specify the logins from which you wish to query recordings. You may enter several logins (using commas (',') as separators), and also a logins range (using hyphens ('-') as separators). This parameter is not required. Extensions: Allows you to specify the phone extensions from which you wish to query recordings. You may enter several extensions using commas (',') as separators. This parameter is not required. Phone numbers: Allows you to specify the phone numbers from which you wish to

30 30 query recordings. This field refers to the customer's phone number. You may enter several phone numbers using commas (',') as separators. This parameter is not required. Application data: Allows you to specify the attached application data that you wish to include as a filter when retrieving recordings. A percentage character ('%') can be used as a wildcard with this parameter, for example: <Application data> retrieves all recordings for which the data match <Application data> <%><Application data><%> retrieves all recordings for which the data contain the string <Application data> <%><Application data> retrieves all recordings for which the data end with <Application data> <Application data><%> retrieves all recordings for which the data start with <Application data> For example, if you enter '%SMITH%' as parameter value, the query retrieves all recordings for which the Application data field contains the string 'SMITH'. Application data are managed either using the Presence Agent ActiveX control with Presence Recording operating in integrated mode (refer to Presence Agent ActiveX Integration), or using the Presence Recording ActiveX control with Presence Recording operating in standalone mode (refer to Presence Recording ActiveX Integration). This parameter is not required. Record ids: This field depends on the selected Presence Recording operating mode: Integrated mode: Allows you to specify the contact identifiers as a filter when retrieving recordings. Standalone mode: Allows you to specify the value of the service administration application integrated with Presence Recording (refer to Presence Recording ActiveX Integration) as a filter when retrieving recordings. You may enter several values using commas (',') as separators. This parameter is not required. Qualification codes: Available only in the Presence Recording integrated mode. Allows you to specify the qualification codes from which you wish to query recordings. You may enter several qualification codes using commas (',') as separators. This parameter is not required. Source ids: Available only in the Presence Recording integrated mode. Allows you to specify the source identifiers from which you wish to query recordings. The source identifier corresponds to the source data table id of the service administration application integrated with Presence. You may enter several source IDs using commas (',') as separators. This option is only displayed when the Outgoing call type has been selected (refer to Specify call type). This parameter is not requested. Loads: Available only in the Presence Recording integrated mode. Allows you to filter a query based on the load id. You may enter several load ids using commas (',') as separators. This option is only displayed when the Outgoing call type has been selected

31 Recording playback 31 (refer to Specify call type). This parameter is not required. To edit or delete a query, simply select the query and click the corresponding button. Query results The section displaying the query results features a number of options which allow you to perform the following operations: Execute query: Click the o o button to display recordings returned as results after the selected query was run. The query execution process provides support for time zones, therefore the interval specified in the query is based on the time zone set for the user of the Presence Supervisor session. associated to the selected folder. Find recording by id: Click the button to invoke a screen that allows you to enter the id for the desired recording. If a recording with the specified recording id exists, the Recording playback screen (refer to Listen to recording) is automatically displayed which enables you to listen to the recording. Recording playback: Click the button to invoke the Recording playback screen, which allows you to listen to a recording from any telephone extension or play the associated screencast. You may choose not to play the screencast by either clicking the Play audio only option from the drop-down menu in the Recording playback button, or right-clicking the mouse button in the list of results of the recording query.

32 32 Recording playback (integrated recorder)

33 Recording playback 33 Recording playback (standalone recorder) NOTE: In case that the recording has a screencast associated, it is also possible to view the recording of the agent screen. This screen provides support for time zones, therefore the date fields of this screen are based on the time zone set for the user of the Presence Supervisor session. The keys pressed by the user while the recording is underway are displayed in the lower part of the screencast. You may enable/disable the display of the mouse cursor and mouse clicks while the recording is being played. To do so, place the mouse cursor over the screen and right-click on it to open a shortcut menu with the Show the mouse cursor, Show the mouse clicks, and Show the mouse aura options. The Recording playback screen allows you to perform the following operations: o Play: Click the button to request a playback of the recording. A confirmation

34 34 screen is displayed, prompting you to call an extension at which to listen to the recording. If you do not hang up the receiver after listening to the current recording, you can listen to it again or chose to listen to another recording without having to call another extension. o Stop: Click the o Pause: Click the o Rewind: Click the button to end the playback of the recording. button to pause the playback of the recording. button to rewind the recording by 5 seconds. o Forwarding: Click the button to forward the recording by 5 seconds. o Previous: Click the button to play back the previous recording from the list of recordings selected to start the playback. If you play a recording from the list of related recordings, changing to the previous recording will start the playback at the point where the transfer has been completed. o Next: Click the button to play back the next recording from the list of recordings selected to start the playback. If you play a recording from the list of related recordings, changing to the next recording will start the playback at the point where the transfer has been completed. o Full screen: In case that a video is associated with the recording, clicking the button changes the display to full screen. To get back to the standard visualization, press the Esc key or access the playback control panel displayed when the mouse is moved to the left upper side of the full screen. Then, press the button.

35 Recording playback 35 Full screen display o Auto play: When this check box is selected, the system automatically proceeds to the next recording in the query results list after having played back the current recording. If you play a recording from the list of related recordings, changing to the next recording in the list will start the playback at the point where the transfer has been completed. The horizontal scroll bar allows you to skip forward or backward within the recording until you have found the desired point in time. This bar also shows vertical lines that reveal the points when pauses have been made during the recording. Placing the cursor over one of these vertical lines displays information about the corresponding pause (refer to Pauses of the Information drop-down tab for details). If you click on a pause, the playback will skip forward to the moment when the pause took place and continue on from that point. The recording Id appears above the scroll bar while the recording duration along with the start date and time are displayed next to it. In the Information drop-down tab, the screen displays the following information about the recording that is being played back in the player: o Service: Displayed only in the Presence Recording integrated mode. Id and description of the service that the voice call recording belongs to.

36 36 o Group: Displayed only in the Presence Recording standalone mode. Code and description of the group that the voice call recording belongs to. o Agent: Login of the agent who handled the call. In the Presence Recording integrated mode, the name of the agent is also displayed (if it has been set). o Customer phone no.: Telephone number of the customer who originated the call (inbound) or which the system called (outbound). o Qualification code: Displayed only in the Presence Recording integrated mode. Code and description of the qualification assigned to this call. o Station: Phone extension of the agent. o VDN: VDN through which the call was received. o Type: Call type, which can be incoming or outgoing. o Recording plan: Name of the recording plan if the recording was triggered selectively by a recording plan and not requested on demand. o Recording ext.: Analog/digital extension of the Presence Recording Server used for recording the voice call. o Contact Id: Identifier of the record within the Presence repository associated to the voice call (integrated) for which the recording is being played back. o Total duration: indicates the total time elapsed since the recording is started until it is stopped, which involves the combination of the recording duration and the pauses. o Pauses: list of the pauses made during the recording, if any. This list shows information about the pauses using the following format: h:mm:ss -> # s (h:mm:ss), where h:mm:ss is the time when the pause was made with respect to the recording duration, # s is the duration of the pause, and (h:mm:ss) is the time when it was made with respect to the total recording duration, including pauses. Clicking on a pause from the list will cause the recording to skip ahead to the moment when the pause took place and continue on from that point. NOTE: Silences and other effects to indicate that a pause has been made will not be included in audio or audio/video recordings. Copy recordings to selected folder: Clicking the button copies the selected recordings to the current folder. Hold the Ctrl key pressed to select several recordings at a time. Alternatively, you may also choose to copy the recording(s) from the shortcut menu displayed when right-clicking the mouse button over the selected item(s) and select the Copy to folder option. Delete recordings from selected folder: Clicking the button deletes the selected recordings from the current folder. Hold the Ctrl key pressed to select several recordings at a time. Alternatively, you may also choose to delete the recording(s) from the shortcut menu displayed when right-clicking the mouse over the selected item(s) and select the Delete from folder option. This option is disabled for the list of related recordings, therefore you must select the corresponding recording file from the general list. Export to file: Clicking the button invokes a screen that allows you to export the

37 Recording playback 37 selected recordings: Export to file (from OpenGate extensions) In this screen, you can select the directory (in the above example 'C:\presence') for storing the file in the previously specified format. The file name is formed by a concatenation of any recording properties (for example: <Service><-><ID><.wav>). If the corresponding check box is selected, a log file with the conversion results is stored in the same directory. Also, you need to choose the content of the export data (Audio or Audio+Video), and the format type: Audio: WAV, MP3, WMA, OGG, APE, FLAC and original recording format (GSM and/or VOX). It is important to bear in mind the following considerations: 1. Selecting DMCC extensions as the channel type to make recordings will ignore both the VOX and GSM export formats. 2. Selecting Dialogic cards as the channel type to make recordings will ignore the GSM export format. 3. Selecting OpenGate extensions as the channel type to make recordings will ignore the VOX export format. NOTE: To export to MP3, OGG, APE and FLAC, it is necessary to have some compatibility libraries. Audio+Video: AVI, WMV, SWF and FBR. The Merge subsequent related recordings option allows you to merge the selected recording file along with the subsequent related recordings (if any) into the exported file. Merging takes place from the point where the transfer has been completed, so that you may listen to the full history of the conversation held with the customer. Exporting to Audio+Video format is not supported, and the option will be disabled. In case that the recording is exported from the list of related recordings, this option is enabled by default. Restore recordings: Click the button to request Presence Backup Recording Server to restore the selected recordings that are currently off-line (on tape). Presence Backup

38 38 Recording Server keeps a list of the recordings to be restored (by transferring them from tape to the hard drive) and restores recordings that are stored on the currently inserted backup tape. Presence Backup Recording Server can only restore recordings if it is running in 'Restore' mode (refer to Monitors, Backup). In case that the recording has a screencast associated, the restoration will also be performed on the screencast. Export recordings information: Click the button to export the results of the selected recordings query or the selected folder to a text file. This option is disabled for the list of related recordings, therefore you must select the corresponding recording file from the general list. The icons displayed in the Audio and Video columns of the list returned as query results or associated with a folder are as follows: o o o indicates that the recording is available on the hard drive (on-line). indicates that the recording is stored on the backup tape # 17 (off-line). indicates that the recording cannot be found in the expected path (that is, the path specified in the recording entry within the Presence repository). Folders As mentioned before, folders allow you to group different recordings based on criteria defined by the user. Those criteria can obviously differ from those that were defined for running a query. The Folders section features three options which allow you to create, edit and delete folders: New folder ( ), Edit folder ( ) and Delete folder ( ). To edit or delete a folder, simply select the folder and click the corresponding button. When deleting a folder, the recordings listed in the query results screen are not deleted physically. Instead, the selected folder containing the copies of the recordings is deleted. Example In the following example you will run a query for recordings that were performed between 12:00 PM on September 5, 2009 and 12:00 PM on December 15, 2009 with a minimum duration of 10 seconds up to a maximum duration of 120 seconds as well as a maximum time in pause of 60 seconds:

39 Recording playback 39 Custom recording query (integrated recorder) Custom recording query (standalone recorder) NOTE: For information on the configuration settings of this screen, refer to table 'General' in the Queries section. If Presence Recording is integrated with Presence Server, switch to the Services list item, and select the service with the code 2005 by means of the Search icon ( ):

40 40 Service selection for running the query Switch to the Others list item, select the Specify call type check box and select Incoming as the call type: Qualification code selection for running the query (integrated recorder)

41 Recording playback 41 Login selection for running the query (standalone recorder) NOTE: For information on the configuration settings of this screen, refer to table 'Other' in the Queries section. Finally, click the OK button in the query definition screen. Then, click the Execute query button ( ) in order to retrieve the recordings that match the previously defined criteria:

42 42 List of recordings returned by the query performed

43 Reports Chapter Reports 43 7 To access the Recording reports screen, click the Reports button in Presence Supervisor (integrated recorder) or in Presence Recording Supervisor (standalone recorder). The Recording reports dialog box is similar to the dialog boxes for outbound reports, inbound reports and agent reports described in the Presence Supervisor Manual. Simply select the desired report from the list in the upper pane and provide the required parameters in the lower pane. Finally, click the Generate button so that the report is displayed on the screen. NOTE: If the time zone of the user who generates a report is different than the time zone of Presence Server, the time zone identifier of the user is printed on the report header. Unrecorded calls When requesting this type of report, you receive a list of voice calls that were not recorded due to a lack of available recording channels. To generate the report, you must always select a date previous or equal to the current date as the Start date. If no date is specified, the report only refers to the day indicated in the Start date field. The report displays the results in ascending order sorted by 'Call date' and contains the following information: à Call date: Date and time of the call that could not be recorded. à Service: Service to which the call belonged. à Login: Login of the agent to whom the call that was supposed to be recorded was assigned. à Q. code: Qualification code that the agent selected for the call. à Phone no.: Phone number of the call that could not be recorded. At the bottom of the report, a statistical summary shows the number of recordings completed, the number of unrecorded calls, and the percentage of unrecorded calls. As an example you will generate the report for calls from December 22, 2005, that could not be recorded:

44 44 Generating the report for calls that could not be recorded This report provides support for time zones, therefore the date fields used as parameters or as report results are based on the time zone set for the user of the Presence Supervisor session. When clicking the Generate button, the following report is displayed: List of unrecorded calls As you can see in the report, the agent with the agent login was unable to record one phone conversation. The report summary shows that the percentage of unrecorded calls within the specified time interval amounted to %.

45 Reports 45

46 46 Chapter Monitors 8 Recording To access the recording channels monitor, click the Recording command in the Monitors button bar of Presence Supervisor (integrated Presence Recording) or the Recording monitor command in Presence Recording Supervisor (standalone Presence Recording). This command is only visible when Presence Recording Server is installed and running. Recording monitor icon (integrated Presence Recording) The recording monitor displays the status of the recording and playback channels. Both for recording and playback channels the identification number of the channel, recording identifier of the recording as well as the numbers of free and of busy channels are displayed. For recording channels the station (telephone extension), the agent login as well as the service code and the recording time are also provided. For playback channels the IP address of the PC from which the request for playing back (listening) the recording is displayed in addition. Visually, the channel statuses are displayed as follows: Green indicates that the channel is free, whereas red symbolizes that the channel is busy. The following example comprises three channels, two of which are recording channels while the third is a playback channel. In the first example below the three channels are free.

47 Monitors Recording monitor The second example below shows one of the recording channels as busy. Underway is a recording with identifier 8015 for the service 2001 at station by the agent with the agent login 91008, and was started 22 seconds ago: 47

48 48 Recording monitor with one busy recording channel The third recording monitor example below shows one busy channel in playback mode:

49 Monitors 49 Recording monitor with one busy playback channel The Refresh field is used to specify the time (in seconds) to elapse before the information of the monitor will be refreshed. The minimum time interval is 30 seconds. To force a refresh, click the Refresh icon at any time. Backup To access the backup monitor, click the Backup command in the Monitors button bar of Presence Supervisor (integrated Presence Recording) or the Backup monitor command in Presence Recording Supervisor (standalone Presence Recording). This command is only visible when Presence Backup Recording Server is installed and running. Backup monitor icon (integrated Presence Recording) This monitor shows the current operating mode (Backup, Restore, or Not selected) and status (Backing up, Restoring, or Paused) of Presence Backup Recording Server. The backup mode allows you to make a backup copy of recordings performed by Presence Recording Server to a tape with DDS format. The restore mode allows you to retrieve an off-line recording (that is, a recording that is not available on the hard drive) from tape and transfer it to the hard drive, so that it can be played back (listened to).

50 50 The Status field displays information on the current process and recording that Presence Backup Recording Server is busy with. The Tape identifier field shows the tape # where operations are being performed. If a tape was inserted into the DAT reader, the monitor displays the identifier of the tape and the space available on it as illustrated by the following figure: Backup monitor in Not selected operating mode The lower pane of the monitor lists the recordings pending to be restored. The information provided includes the recording type (audio or video), the identifier of the tape on which the recording is stored as well as the identifier of the recording, its size (in bytes), and the user requesting the restoration. As an example you will restore all pending recordings from tape #5. In this example, the current operating mode of Presence Backup Recording Server is Not selected, and there is a set of recordings pending to be restored from tape #5. After inserting the tape, access the Presence Backup Recording Server console and change the operating mode from Not selected to Restore in order to start the process of restoring the pending recordings.

51 Monitors 51 Backup monitor while restoring This monitor allows you to cancel requests for restoring recordings. In order to do so, select the first recording from the list of recordings pending restoration, and click the Cancel button. From Presence Administrator you can limit a user's permission for canceling restore processes. Refer to System administration, Users in the Presence Administrator Manual for more information on assigning permissions. Note: Once a restore process for a recording is in progress, it cannot be canceled. Cancellation is only possible for recordings pending to be restored. When activating the Backup mode, the Status field of Presence Backup Recording Server indicates if the server is performing backup copies ('Recording') or, quite on the contrary, if it is waiting to receive new requests ('Waiting'). The figure below shows how Presence Backup Recording Server is performing a backup copy of recording 405 on tape #5. The recording remains stored on the hard drive as long as the total amount of hard disk space occupied by recordings does not exceed the maximum disk space specified in the configuration of Presence Backup Recording Server. If the free space drops below this value, the server is in charge of deleting recordings from the hard disk (starting with the oldest) and ensuring that they are copied to tape, thereby avoiding that recordings are deleted of which no backup copies were stored on tape.

52 52 Backup monitor while backing up The Refresh field is used to specify the time (in seconds) to elapse before the information of the monitor will be refreshed. The minimum time interval is 60 seconds. To force a refresh, click the Refresh icon at any time.

53 Presence Recording Status Monitor Chapter Presence Recording Status Monitor 53 9 Introduction The 'Presence Recording Status Monitor' application is a Windows service that continually monitors all recording and backup servers as well as the connection to the database, indicating their status at all times and reporting any type of problem. Installation and configuration To install and configure the Presence Recording Status Monitor on a computer, refer to the Presence Installation Guides. User interface To start the application, open the list of services in the Control Panel and start the service named Presence Recording Status Monitor. When the application has started, the following icon appears in the task bar, indicating that the monitor is running: Presence Recording status monitor icon The status monitor icon indicates the operating status of the recording platform: indicates that the platform is running correctly. indicates an error of minor severity, for example, when the backup server does not respond. The intermittent and alternating display of occurred, for example: and indicates that a critical error has o the recording server does not respond o the recording server has lost connection to the database o the same error has occurred repeatedly during call recording (due to, for example, an error in the channels of the recorder) Placing the mouse pointer on the status monitor icon you can: click the right mouse button and stop the status monitor service, or click the left mouse button and open the popup window of the status monitor displaying the status of the platform.

54 54 Popup window of the Presence Recording status monitor The popup window of the Presence Recording status monitor remains visible for 15 seconds. To close it, simply click anywhere inside the window. If you keep the mouse button pressed, the popup window will not be closed. This window displays the status of the recording and backup servers as well as the status of the connection to the database. It also provides the date of the last recording and the current operating mode of the backup server. If any errors have occurred, this will also be indicated in this window. Refer to the List of statuses for a detailed list of all information displayed in the popup window of the Presence Recording status monitor. Whenever an error occurs, a popup window displays the details of the detected error as shown in the following figure: Popup window of the Presence Recording status monitor This popup window appears automatically in predefined time intervals of 5 minutes until the problem is solved. To close it, simply click the Close button. To learn more about the different errors of the platform reported in the popup window of the Presence Recording status monitor, refer to the List of errors. List of statuses The following table lists all information that may be displayed in the popup window of the Presence Recording status monitor: