How to manage the Adaptive Call Recorder (v.9-50)

Transcription

1 How to manage the Adaptive Call Recorder (v.9-50) The Adaptive Hybrid Call Recorder records all telephone calls that are made and received. Recording calls provides an audit of what was said in every conversation. Having a recording of a call makes it hard to dispute who said what, to whom and when. Call recording is a useful training tool and also a good way to ensure compliance, improve customer service and resolve disputes. Searching for recordings could not be easier! Recordings are stored on a cen tral PC, and the Adaptive Hybrid Call Recorder provides easy to use software that enables you to simply locate recordings and play them back. Recordings can even be exported to.wav format so that you can them to your customers, or you can save them onto MP3 players for use in training. Recordings can also be backed up using any standard computer media.0. This document is designed to give you a step-by-step guide on how to access, play back, archive and backup your call recordings. In this document: 1) Logging in ) Accessing call recordings ) Searching for specific call recordings ) Searching for call recordings of a specific user ) Playing a call recording ) Creating a new archive ) Backing up Call Recorder calls

2 1) Logging in 1. On your Call Recorder PC, log in to the Adaptive Management Console: -Click on the Start menu - Go to All Programs - Click on the Adaptive folder -Double click on Adaptive Management Console 1. If you have not yet created your own username and password (which is recommended), use the default administrator as your username. No password is required. 2. If the Management Console is already open but nobody is logged in (somebody must have previously opened it and logged out), log in to the Adaptive Management Console by clicking this button 3. If another user is already logged in to the Adaptive Management Console, a warning may occur: another is using editor. Click Yes to continue. (This will not log the other user out; more than one user can be logged in at once and it should not cause any issues.) 2) Accessing call recordings 1) Click on the Historical tab on the Adaptive Management Console toolbar, then select Call Recordings from the drop-down menu to access the report wizard. This will appear as below: 2

3 4. Optionally, enter your report title into the Report title textbox. 5. Select whether you want to show the report period on the report. 6. Select the period for the report using the date/time selection boxes. Then click OK. NB: You may leave this section blank if, as is default, you would like the time period to be all those for that day. 3) Searching for specific call recordings 1) Click the Historical tab on the Adaptive Management Console, then select Call Recorder from the drop-down menu. 2) Click the Calls tab to access the selection criteria for the report- you can skip this tab if you simply want to show all calls, by clicking OK. The Calls tab will appear as below: The Calls tab will allow you to select the following criteria that you wish to include in the archive: - Search for call recordings - Define how the other criteria are used in the report. Please select one of the following: Matching ALL criteria ensures that ALL criteria are met before a call recording is returned. Matching ANY criteria allows ONE OR MORE of the criteria to be matched before returning a call recording. NB: Be careful when selecting Matching ALL criteria as the information you then give will have to be exact. It is generally advisable to select Matching ANY criteria. 3

4 - Call information - Use the tick boxes to choose the direction of the calls you are interested in. Additionally if you tick the Calls with a duration of at least box, you can also type in a MINIMUM duration of a call. - Telephone numbers - Type in any CLI (Caller Line Identification), DDI (Direct Dial Inward), or Dialled number that you wish to look for in your search in the respective text box. You can enter partial digits if required to search for groups of calls. Be careful when selecting the Exact match boxes- you will have to identify ALL the digits in a number. - Contacts - If you use the Company Contacts system in the Adaptive software then you can search for a contact using these fields. The fields allow you to enter a partial match for a contact name or company name. In addition, you can also optional search an additional two fields of the standard 7 contact fields. For instance you can search on address. 7. Once you have selected your criteria, click OK to run the report, which will then appear as below: Column headings: - Start Date/Time - The start date and time of the call - End Date/Time - The end date and time of the call - Duration - The length of the call in seconds - DDI - The DDI number of the call if any (depends on direction) - CLI - The CLI number of the call if any (depends on direction) - Called Number - The Number called if any (depends on direction) - Direction - The direction of the call, incoming or outgoing - Company - If you use the Adaptive Contact database then the name of the company if a match is found - Contact - If you use the Adaptive Contact database then the name of the contact if a match is found 4

5 4) Searching for call recordings of a specific user 1) On the Adaptive Management Console, click the Historical tab, then click Users and select Single User Detail from the drop-down menu. 2) Click on the User tab, which will then appear as below: 3) Highlight the users you want to show in the report. 4) Click OK. The report will then appear, as below: 5

6 5) Playing a call recording 1. Double-click on a call recording to play that call from the database, which will then appear as below: 2. Just click to play. 3. You can have up to four players running at the same time. If you have more than four players running, you will be asked to close a player before the next one will play. 4. Additionally, you may find that after double-clicking on a call recording that it has been archived. If this is the case you will be presented with a screen asking you to enter the media where the archive can be found. 5. The screen will tell you the label of the media that the call was archived onto. The system knows the name of the file it is looking for and when you browse to the correct directory on the archive media the OK button will become available. 6. Click OK to restore the archived recording and play the file. Call recordings can also be played by selecting a telephone entry for any single user detailed report, or by selecting a telephone entry in a single campaign report. 6

7 6) Creating a new archive Call recordings can be archived directly from the Adaptive Management Console. It is recommended that this is only managed from the call recording machine. To archive from the Management Console: 1. Click the Server Activity tab, then select CR Archive from the drop-down menu. This will then appear as below: 2. On the Adaptive Call Recording Administrator toolbar, click the File tab then New from the drop-down menu, or the New button on the toolbar. 3. You will then be presented with the Archive Preparation wizard, as below: 7

8 4. Enter the name you would like to label the archive with into the label textbox. Make sure you use something that will uniquely identify this archive later. 5. Type in the name of the folder you would like the calls to be copied to, or click the Browse button to find it manually. The folder can either be a permanent folder that will be used for all archived calls, or a temporary folder if you are going to burn the archive to a disk. 6. When you have selected a folder, the amount of free space will be displayed- make sure there is enough space to archive the call. 7. Select the type of media you are going to archive the calls onto from the drop-down menu. This allows the system to limit the number of calls to ensure that they fit on the disk. 8. If you are archiving the calls to a large storage space, select unmetered so that this check is not made. 9. Select the date range of the calls that you wish to archive using the Start date and End date drop-down menu. 10. Click Next to run the archive preparation process. This will show a progress bar whilst it calculates the number of calls and the amount of space required for your archive. If your archive is too large for the media selected, you will be asked to change your criteria to select fewer calls. 11. Confirm your settings by clicking Next. The calls will then be copied to the selected directory to create the archive. 8

9 12. Once the archive is completed, you can run the Adaptive CD/DVD Writer software to burn the archive if required. Simply un-tick this or click to finish if you do not wish to do so, or wish to use your own burning software. 13. The Adaptive CD/DVD writing software will automatically add your archive folder to the list of files and set the label. 14. Click Write to create your archive. 15. If you have chosen to burn your archive, when you exit the burning software you have the opportunity to remove the temporary files from the archive directory. To do this, simply click Yes to the Are you sure? question. Alternatively, click Finish to complete the archiving process. 16. To print the list, either select File then Print from the drop-down menu, or click the Print button on the toolbar. 9

10 7) Backing up Call Recorder calls 1. On the Call Recorder PC, select the Adaptive Call Recorder Archive software by clicking Start then All Programs. 2. Open the Adaptive folder and double click on the Adaptive Call Recorder Archive. 3. You will then be presented with the Adaptive Call Recording Administrator, showing any previous archives you have made, as below: Column headings: - Date - The date the archive was made. - Archive Label - The label of the media that the archive was saved to. - Start date - The starting date and time of the archive period. - End date - The ending date and time of the archive period. - Media - The type of media the archive was saved to. - Total calls - The total number of calls that were archived. 10