SmartTAP Call Recording. User Guide for. Beta Customers

Transcription

1 Cf SmartTAP Call Recording User Guide for Beta Customers September, 2009

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3 AudioCodes, Inc. 1 Table Of Contents Welcome About this document Contacting AudioCodes Technical Support Getting Started Log In Modify Your Password User Types/And Groups Quick Tour All Pages Logging Off Administration Start Recording Configure the System for your Network Add Users and Recording Targets Search and Listen to Recordings Search for Recordings Listen to Recordings About Notes Advanced Use of the Recording System Chapter History Managing Users and Groups Understanding User Roles Managing Users Manage User Information Change Recording Options Groups Managing Groups Recording Playback Saving to File Adding Notes Alarms and Events Audit Trail

4 Table of Contents Function Reference Library 2

5 Chapter 1 Welcome

6 Welcome Welcome Welcome 4 ABOUT THIS DOCUMENT Thank you for participating in the Beta study of our new SmartTAP call recording system. Your feedback is invaluable and we do appreciate your time and effort. This document has been prepared to help you use and understand the full benefits of the SmartTAP call recording system. For your benefit, this document is organized into the following sections; G ETTING STARTED The following topics are presented in the Getting Started section; - Logging In - A quick tour of the SmartTAP interface - Adding Users - Start Recording B ASIC SERVICES - Managing Users and Recording Targets - Managing Groups CONTACTING AUDIOCODES T ECHNICAL SUPPORT - Search and Listen to Recordings - Error Notifications/Audit Trail Your feedback is important to maintain and improve the quality of our products. Use the information below to request technical assistance, make general inquiries, or to provide comments. For programming, installation, or configuration assistance, use the following contact methods: Call technical support at or call toll free in the USA at You may also contact technical support at blade-support@audiocodes.com.

7 Chapter 2 Getting Started

8 Getting Started Getting Started 10 Getting Started The following information is presented in this chapter; Logging In for the first time Quick Tour Start Recording - add users and select them as targets for recording Listen to Recordings LOG IN M ODIFY YOUR PASSWORD Once installed, the SmartTAP recording system has been shipped to you with a default Login ID and password; Login ID: admin Password: admin Open any browser and type in the SmartTAP s IP address. A log in page will appear. You can use the information above to access the system for the first time. This account is the default Administrator account. Once logged in, you can create a new account for yourself or just modify the password of this account. Once you are logged in, AudioCodes recommends that you modify the default password for your own security. In the future you can log in as the default Administrator and create a new Admin account with your own user name. To modify the password of the default account, do the following; 1. Click the Users button on the top left. 2. Under User Management, select the Change Password option. 3. Type in the existing password. 4. Type in the new password, twice. Passwords may be of any length and contain both letters and numbers. 5. Use the Select button on the bottom right to make the change.

9 Getting Started Getting Started 11 U SER TYPES/AND GROUPS Three types of users can be added to the SmartTAP recording system; Administrator - has universal access to all system and recording settings. This person is responsible for the monitoring and maintenance of the SmartTAP recording system. Supervisor - typically a department manager who overseas a group of employees, has access to all user information and recordings of individuals assigned to their group. This user also has minimal control of the SmartTAP system settings. Agent - typically an individual whose phone calls are recorded. This person has no control over SmartTAP settings and can only listen to their own personal recordings. NOTE: If an Agent is created, they are not automatically recorded. In order to record an individual, this person must be targeted via the Call Delivery interface. G ROUPS To help you organize your recording system by department or manager, the SmartTAP system allows Administrators and Supervisors to create groups. Individual Agents or Supervisors are then assigned to one or more groups. Supervisors must be assigned to a group in order to view specific AgentSmartTAP information or listen to recordings. For more information about how to create and manager groups refer to the XXXXX section. QUICK TOUR This section provides you with a brief overview of the SmartTAP recording interface. Once logged in you are bought to the landing page that provides access to all areas of the SmartTAP interface.

10 Getting Started Getting Started 12 Access Home Page Log out Navigation Menu User Status A LL PAGES From the landing page, you can access the following sections. S YSTEM The System section allows the Administrator to modify system settings such as configurable recording parameters, retention or license file settings. NOTE: An Administrator is the only person capable of viewing/modifying system settings. U SERS The Users section allows both Supervisors and Administrators to access user information; plus create new groups and users. S TATUS This page allows an Administrator to monitor and manage the health of the SmartTAP recording system; plus displays any alarms generated by the recorder. Supervisors can access this section to monitor the status of each user in real time. NOTE: If you have created any groups, then a supervisor is only able to view users assigned to their group/s. C ALLS This page allows all users of the SmartTAP recording system to search for calls and listen to recordings.

11 Getting Started Getting Started 13 L OGGING OFF After logging in, you may log off the system by using the Log Off icon on the top of the screen. If the SmartTAP system senses that you are away from your computer due to lack of activity, it will automatically log you off. This protects your privacy, as well as the privacy of the individuals who have been recorded. Any user may view the real time status of any individual on the system. This allows co-workers to determine who is busy with a call or available to accept one. To view user status you may use the Home button on the top of the screen. Or you may select the Status button from the navigation menu. ADMINISTRATION This section provides a brief tour of the Administrative interface. Exact configuration and details are provided in the configuration section and the troubleshooting sections. After selecting the System button from the navigation menu, the following navigation tool appears. All of these options provide the administrator with complete control over the SmartTAP recording system. S YSTEM The System section provides access to System settings that impact the entire call recording platform. Settings such as such as system wide addresses or call retention settings are managed here. H OSTS This section provides quick access to host computer information and statistics to manage this computer s heath. Administrators can manage available hard disk space here. C ALL DELIVERY Though the SmartTAP system is deployed as a single server, there is a component of this device referred to as the call delivery unit. This component is responsible for the delivery of call information to the recording servers. Each individual that is targeted for recording must be configured here. M EDIA SERVERS Though the SmartTAP system is deployed as a single server, there is a component of this device referred to as the media server. This component receives the voice audio from the Call Delivery component and records the audio to a file.

12 Getting Started Getting Started 14 START RECORDING The following section provides an overview of the basic system configuration settings that are required to initiate recording, as well as how to target an individual for recording. C ONFIGURE THE SYSTEM FOR YOUR NETWORK The Beta installation of your SmartTAP system requires very limited configuration. Most of the required configuration is completed by AudioCodes technicians upon installation. This section explains a few configuration options available to the SmartTAP Administrator. NOTE: These configuration options are only available to a user that is logged in as an Administrator. C ALL RETENTION This parameter sets the total amount of time (days) that a recording is maintained by the SmartTAP recording system. A call retention amount of 0 means that all recordings are saved indefinitely. Once you set a value to this field, than any recording that meets this criteria, is automatically deleted from the recording system. The SmartTAP recording system searches for recordings to delete only once per day. To modify call retention, do the following; 1. Select the Systems button, and select the System Settings option. 2. Select the Call Retention option. 3. Type in the number of days maximum to store messages and use the Submit button to set this value. The SmartTAP system requires an account on your local mail server to sent outgoing messages to newly subscribed users, or alerts to the SmartTAP system administrator. Your network administrator may either create a new account specifically for your recording system on your mail server, or you may identify an account that is already used by any individual within your organization. To configure the SmartTAP system to work with your mail server, do the following; 1. Select the Systems button, and select the System Settings option. 2. Select the option. 3. Input the following: SMTP Server: The IP Address of your corporate mail server. SMTP Port: The port used by your corporate mail server to listen to requests. SMTP User: The user name of the account created on the mail server and used

13 Getting Started Getting Started 15 by the SmartTAP system. SMTP Password: The password used by this account to log into the mail server. 4. Once finished, use the Submit button to save the settings. N OTIFICATIONS The SmartTAP recording system can send real time alarm messages to any user that has been added to the SmartTAP recording system. The SmartTAP system also allows Administrators the ability to select an alarm condition and send this alarm, via an , to specific user/s. This allows the Administrator to send alarm messages to only relevant users. Currently, the Beta system offers two types of alarms; link up or link down. Should the Internet connection to the SmartTAP recording system go down, an message is generated and sent to the identified recipient. To add an recipient to a notification, do the following; 1. Select the Systems button, and select the System Settings option. 2. Select the Notifications option. 3. From the list, select the alarm that you would like to add an recipient to by clicking on the image under the Modify heading. 4. Individuals whom currently receive alarms are listed in the Recipients column. 5. To add one or more recipients, highlight the name of the individual in the Non Recipients column (multiple names can be highlighted using the Ctrl key). 6. To add recipients use the > button. To add the entire list, select the double arrow button. 7. Use the Submit button to save your settings. The Beta SmartTAP system only provides Alarms for two conditions; link down or link up. The link down alarm is generated when the cable to any NIC card on the system becomes unplugged. Assuming there is only one NIC card on the system, the SmartTAP system is unable to report this alarm. An unplugged cable does not interfere with the recording process, however users are unable to access the system via their browser. The link up alarm is an indication that the network cable has been restored for proper use. ADD USERS AND RECORDING TARGETS Users are any individual with access to the recording system. There are three types of users; Administrators - has complete access to the recording system including all system settings as well as all recordings

14 Getting Started Getting Started 16 Supervisors - manages/leads a group of staff. Has the ability to monitor and listen to the recordings of all users who belong to their same group/s Agent - has the ability to view/listen only to their own recordings; generally speaking most agents are a targeted for recording Typically, only agent are targeted for recording; however any individual added to the SmartTAP can be added as a recording target. ADD A USER 1. Select the Users button. 2. Under the User Management heading, select the Add User option. 3. The following fields are used to identify a user; First Name - the first name of the user Last Name - the last name of the user - this is where the call recording system sends the user s password LogIn ID - the User Name or LogIn ID used by this user when logging into the system Employee ID - optional field; any description of this individual that is common within your company; Employee ID, nickname, Department Roles - defines the type of individual and their role; Administrator, Supervisor, or Agent Group - if groups have been added, you may select any group and add this individual to that group. For more information refer to the XXXX section. 4. When finished, use the Submit button to save the data. T ARGET INDIVIDUALS FOR RECORDING Once a user is added to the SmartTAP recording system, they are not automatically recorded. All users that are selected for recording must be targeted by the SmartTAP recording system. To target an individual for recording, do the following; 1. Select the Systems button, and select the Call Delivery option. 2. Select the name of the call delivery component that will capture call information and audio for the user/s you would like to record. (the tap point) 3. From there, select the Target Provisioning option. 4. Provide the following information; Target: Highlight the name of the user that you would like to record. Network ID Type: This describes what network information is used by the Smart- TAP system to identify this target. If IP recording, select IP Address, or MAC address for example. If the tap is a digital tap, then select the channel ID. Network ID: The exact value of the Network ID Type which matches this user. For example, if tapping via an IP probe, and the Network ID = IP Address, this field should contain the exact IP Address of the User s phone. When using a digital tap, this may be the exact channel number on the probe that maps directly to the user s phone number. 5. Select the Submit button to save your settings.

15 NOTE: Once a user is targeted for recording, 100% of all of their phone calls are recorded. Getting Started Getting Started 17 SEARCH AND LISTEN TO RECORDINGS S EARCH FOR RECORDINGS Now the SmartTAP system is up and running and recording telephone conversations. This section explains how to use the SmartTAP interface to search for a specific recording and listen to it. To search for recordings, do the following; 1. From the navigation menu, select the Calls button. 2. If you like, select a time frame by either typing in a begin/end dates, or use the calendar to the right of the field. 3. Choose whether to limit the search to a specific user by selecting their name from the drop down list. If you do not wish to limit the search, then you may select the All Users option. 4. When finished identifying the search criteria, click the Filter button. 5. The results are displayed to the right. L ISTEN TO RECORDINGS All calls are displayed in order of most recent to oldest. Use the arrows on the bottom of the screen to scroll from page to page. Using the media control that is displayed with each call, just click on the Start arrow to begin listening. While the call is playing, you may use the following controls: Start playing the recording Stop, or pause the recording A BOUT NOTES Advanced features such as writing notes, or saving the recording to a file are explained in the Advanced User section. Any user may also type a note that is saved with the individual recording. To type a note, do the following; 1. Click on the notepad image to the right of the media player.

16 AudioCodes, Inc. 18 Function Reference Library 2. If other notes have already been typed, they will appear at the top of this screen. 3. Enter your text into the blank space at the bottom of the screen. 4. To create a private note, place a check in the private checkbox. When this option is enabled, only the person typing this note is able to read it. 5. Use the Save button to preserve this message. NOTE: Once a note has been saved, it may not be edited or deleted.

17 Chapter 3 Advanced Use

18 Advanced Use of the Recording System CHAPTER HISTORY Advanced Use Advanced Use of the Recording System 20 The following chapters offers a detailed look into all of the features and functionality of the SmartTAP recording system. The previous chapter outlined everything a person needs to know for basic use, or how to get started with the SmartTAP recording system. This chapter offers a detailed understanding of all the features of this recording system. The following topics are discussed: 1. Managing Users and Groups 2. Options while Listening to Recordings 3. Maintenance/Troubleshooting 4. Value Added services; other feature MANAGING USERS AND GROUPS U NDERSTANDING USER ROLES Before you can begin recording you must add Users to the system and identify them as recordable targets. The SmartTAP system also allows Administrators and Supervisors to create Groups - providing you with a method of organizing recordable targets into logical departments. This section will show you how to add, and manage users as well as create and manage groups. The SmartTAP system offers three types of users so that you can adapt this recording system to match the various departments within your organization. Administrator - has universal access to all system and recording settings. This person is responsible for the monitoring and maintenance of the SmartTAP recording system. Supervisor - typically a department manager who overseas a group of employees, has access to all user information and recordings of individuals assigned to their group. This user also has minimal control of the SmartTAP system settings.

19 Advanced Use Advanced Use of the Recording System 21 Agent - typically an individual whose phone calls are recorded. This person has not control over SmartTAP settings and can only listen to their own personal recordings. M ANAGING USERS M ANAGE USER INFORMATION For instructions on how to add a new user to the SmartTAP recording system, refer to the XXXX section of the Getting Started chapter. This section explains how to modify information of existing users as well as manage passwords. Both Supervisors and Administrators are able to modify user information. Supervisors are only able to modify information of agents that are assigned to their own Group. To modify user information, do the following; 1. Select the User button on the top left. 2. Under User Management select the View/Modify Users option. 3. Select the user and scroll over to the Modify column. 4. All fields can be modified. Refer to the Add User section above for information relating to these fields. 5. Once complete, use the Submit button to apply these settings. C HANGE A PASSWORD Once logged into the SmartTAP system, a user can only modify their own password. In the event that a user forgot their password, the SmartTAP system can be used to reset their password and automatically send the user a new one. To modify a password, any individual can do the following; 1. Select the User button on the top left. 2. Under User Management select the Change Password option. 3. The user must type in their current password and then the new password - twice. 4. Click on the Submit button to save the settings. The next time the user logs into the SmartTAP system, they must use this new password. R ESETTING PASSWORDS Any individual may modify their own password after logging into the SmartTAP system - refer the section above for directions. At times, an individual may forget or lose their password and they are unable to log into the SmartTAP system. In this case, any Administrator or Supervisor may reset this individual s password. To reset a password for another individual, do the following;

20 Advanced Use Advanced Use of the Recording System Select the User button on the top left. 2. Under User Management select the View/Modify Users option. 3. At the bottom of the Modify screen, click on the picture of the lock. 4. A new password is automatically generated and delivered to this user via E- mail. Upon log in, the user should be encouraged to change their password. D ELETE A USER At any time a user can be deleted from the recording system. However, since there is information related to this user, the SmartTAP system does not actually delete the user, but rather just deactivate their account. Once a user is deleted they may no longer log into the SmartTAP system. Also, the SmartTAP system stops recording all calls for this user. Any recordings associated with this user are still available through the SmartTAP system for playback. To delete a user, do the following; 1. Select the User button on the top left. 2. Under User Management select the View/Modify Users option. 3. Use the delete button to deactivate this user account. C HANGE RECORDING OPTIONS Once a person is targeted for recording, their network identity or recording device may be changed. Only Administrators may add a recording target or modify a user s recording settings. To modify any individual s recording setting, do the following; 1. Select the System button on the top left. 2. Under Call Delivery select call delivery component and then the Target Provisioning option. 3. Locate this user from the list of all individuals whom have been provisioned to the call delivery component. 4. First you must delete this user as a target by clicking on the delete X column. This user is automatically deleted as a target. 5. From there, locate this individual from the drop down list of all users who have not been provisioned as targets and update the network information. 6. Use the Submit button to save your settings.

21 Advanced Use Advanced Use of the Recording System 23 G ROUPS To help you organize your recording system by department or manager, the SmartTAP system allows Administrators to create groups. Individual Users are then assigned to one or more group. Supervisors must be assigned to a group in order to view user information or listen to recordings that belong to other users. Once a group To create a group, do the following; 1. Select the Users button on the top left. 2. Under Group Management select the Add Group option. 3. Provide the following: Group Name: The name used to identify this group. For example, billing department. Group Description: An optional field that may be used to offer a better description of this group. You can use the Submit button to save your settings, or continue by adding users. 4. Adding individuals to this group by highlight the names from the list. Use the Ctrl button to select more than one name. 5. Use the Submit button to save your settings. ADDING USERS TO A GROUP There are two methods of adding users to a group; while adding an individual user to the SmartTAP recording system or when managing groups you may add multiple users to a single group. Adding a New User When adding a new user, place this individual in a group by doing the following; 1. Select the Users button. 2. Under the User Management heading, select the Add User option. 3. The following fields are used to identify a user; First Name - the first name of the user Last Name - the last name of the user - this is where the call recording system sends the user s password LogIn ID - the User Name or LogIn ID used by this user when logging into the system Employee ID - optional field; any description of this individual that is common within your company; Employee ID, nickname, Department Roles - defines the type of individual and their role; Administrator, Supervisor, or Agent Group - if groups have been added, you may select any group and add this individual to that group.

22 4. When finished, use the Submit button to save the data. Advanced Use Advanced Use of the Recording System 24 M ANAGING GROUPS Managing Groups Users can be added/removed from any groups using the group management section of the SmartTAP interface. To add users to a group, do the following; 1. Select the Users button. 2. Under the Group Management heading, select the View/Modify Group option. 3. Select the group that you would like to add users to. 4. Click the link under the Modify column. All users that are currently members of this group are listed in the Members section. All other users are listed in the Non Members section. 5. To select user/s highlight the name of the individual. (To add more than one user, press the Ctrl key and highlight multiple names). 6. Press the arrow to add or remove users from this particular group. To add an entire list, use the double arrow button. 7. When finished, use the Submit button to save the data. After a group has been added to the SmartTAP system, they may be modified or deleted. NOTE: Groups can only be deleted when no users are assigned to a group. First all users must be removed from this group, and then the group can be deleted from the SmartTAP system. To modify a group, do the following; 1. Select the Users button. 2. Under the Group Management heading, select the View/Modify Group option. 3. Select the group that you would like to modify. 4. Click the link under the Modify column. Group information is displayed. All users that are currently members of this group are listed in the Members section. All other users are listed in the Non Members section. 5. To change the name of this group, type in a new name. 6. To change the description of this group, type in a new statement. 7. To select user/s highlight the name of the individual. (To add more than one user, press the Ctrl key and highlight multiple names). 8. Press the arrow to add or remove users from this particular group. To add the entire list, use the double arrow button. 9. When finished, use the Submit button to save the data.

23 Advanced Use Advanced Use of the Recording System 25 To Delete a group, do the following; 1. Select the Users button. 2. Under the Group Management heading, select the View/Modify Group option. 3. Groups may only be deleted if all users have been deleted. If a group can be deleted, a red X is visible in the Delete column. If users are still associated with a group, this X is not visible. 4. To delete users click the link under the Modify column. Group information is displayed. All users that are currently members of this group are listed in the Members section. Use the double arrow button to move all users to the Non Members button. 5. When finished, use the Submit button to save the data. 6. You may now go back to the View/Modify screen to select the red X to delete the group. RECORDING PLAYBACK After users with recording permissions have been added to the system, their calls automatically recorded by the SmartTAP system. This section explains how to search for recordings and playback them back using the SmartTAP system interface. To Search for a Recording, do the following; 1. Select the Calls button. Recordings may be filtered by selecting a time frame, and name of an individual. If all recordings are required, just filter for a specified time range. 2. Using the time fields, limit the range of time to search for recordings. Only recordings made within this time range are returned to you. 3. Once the date has been specified, you may filter for recordings associated with a specific individual. To search for all recordings, select the All Users option. To search for recordings associated with a specific individual, use the drop down field to select a name. 4. Click the Filter button when finished.

24 Advanced Use Advanced Use of the Recording System 26 All recordings are displayed to the right: To Playback a Recording, click on the play link and use the media player to start/stop/pause the file playback.: Start playing the recording Stop, or pause the recording S AVING TO FILE Any recording can be saved as a.wav file to a local computer. After locating a pertinent recording, click on the download link. The file will be saved to your computer as a.wav file that can be played with any media player. ADDING NOTES Notes may be associated to individual recordings. Once a note is created, it may not edited or deleted. More than one note may be associated with a single recording. To create a note, do the following; 1. After locating a pertinent recording, click on the notepad icon in the Notes column. 2. Type in your comments (any length). 3. Some notes may be private and are only visible to the writer. To make a private note, place a check next to the Private setting to the right of the screen. 4. When complete, use the Save button to save your comments.

25 Advanced Use Advanced Use of the Recording System 27 Once a recording has a note associated with it, users may simply click on the note pad icon in the Notes column to read all comments. ALARMS AND EVENTS The SmartTAP recording system provides an alarming mechanism. Currently, the Beta solution only sends alarms indicating the communication link is no longer active - the cable is no longer connected to a NIC card. Once the cable is re-connected, another notification message is sent with a Link Up message. Alarms are reported via to any individual/s that are associated with the message. To set up the recipient of an alarm, do the following; 1. Select the System button. 2. Under the System Settings heading, select the Notifications option. 3. Locate the alarm that is pertinent. 4. Click on the icon in the Modify column. 5. Highlight the name of the individual that should receive notification of this error message from the Non Recipients list. 6. Use the arrow to move this individual to the Recipients list. 7. Click the Submit button to save your settings. AUDIT TRAIL The SmartTAP system offers an audio trail to monitor user activity. The audit trail monitors user log in/log out activity as well as reports basic changes to the recording system. To view the audit trail, do the following; 1. Select the System button. 2. Under the System Settings heading, select the Audit Trail option. 3. Using the calender interface, select a time frame of interest. 4. You may filter users by selecting a specific individual. To monitor audit trail information for the entire system, select the All Users option. 5. When finished click on the Filter button.

26 28 AudioCodes, Inc. Function Reference Library