Eliac Call Recording - Configurator Guide. Eliac. Call Recording System Ver. 2.x.

Transcription

1 Eliac Call Recording System Ver. 2.x

2 1 System Overview Eliac Call Recording is a complete system that records both incoming and outgoing calls for any analog telephone lines, and can record either internal call for VOIP telephony system. The system is divided into two parts, the server application which all the processes of recording done and client terminal application. Eliac Call Recording Client is the main administrator/supervisor tool that gives the administrator all power to customize the system operation, explore system Error/Action log and query the Call Log, and gives the supervisor a tool to monitor the live calls, trace call state and other many options. Fig 1 shows the main screen of the Client which shows the wide range of settings the administrator can manage to customize the system. These settings will be briefly described later in the next sections. (Fig 1.1)

3 2 System Setup Client application can be setup on the same pc as the Eliac Engine (local) or on any other pc in the network (remote). To working properly, the following requirements should be preset on the PC machine: Pentium 3, 550 MHz processor (above is recommended) 128 Mb Ram or above Microsoft Windows 200 or above.net Framework 2.0 (included with the setup package). The setup is a straightforward process. Just run the setup.exe File and follow the screen prompts until setup is completed. Run the setup file (Fig 2.1) (Fig 2.1) Click Next in the welcome screen to continue setup (Fig 2.2) (Fig 2.2)

4 Select installation folder and press next (Fig 2.3) (Fig 2.3) Click Next in the confirm installation screen to start installation process (Fig 2.4) (Fig 2.4) Click close in the final screen to finish the installation (Fig 2.5)

5 (Fig 2.5) 3 System Settings These are the settings required for the Client to work, connect to the SQL Server and give the user the programmed accessibility to manage the all Call Recording System (Fig 3.1). (Fig 3.1) 3.1 Configurations Settings

6 (Fig 3.2) Log: Media path: This folder contains all the Recorded Calls Files. System Log path: This folder contains all the action/error log files. The SQL Server Parameters: These are the SQL Server settings of connection to Call Recording Database (IVR_C), and are as the followings: SQL Server Name: The SQL Server in which the database belongs. This may be a local server of a remote server, but it's preferred to be local server to avoid network traffic affect over system performance. Database Name: The name of the Call Recording database, the default name is (Eliac). It's preferred to keep the default name. SQL Security: Use windows authentication to logon the server/database. Use SQL authentication to logon, in that case User Name and Password required to be registered in the SQL Server.

7 4 Eliac Call Recording Operation Settings (Fig 4.1) The settings tab consists of two parts: Ports Settings Call Defined Flags 4.1 Ports Settings (Fig 4.2) The hardware part of the Eliac Call Recording System consists of a voice card(s) containing the recording ports. Each port fed with trunk line (parallel connection). The system can contain up to 160 ports. For each port, these settings can be adjusted:

8 Port Name: This data item is not required, and its purpose is to give the port a meaningful name. Type: Determines if the port is fed with a trunk line or an extension line. Caller ID: Determine if the Caller ID data will be received on this port, and select the CID module type (FSK or DTMF). This setting is used only if the PBX supports CID on the port extension number (refer to your PBX administrator). Recording Starting Mode: Determines how the port starts recording. PBX Id: The PBX s Id of the supplied trunk/ext line. 4.2 Call Defined Flags (Fig 4.3) Agent can flag the current call with each of these flag by simply press the flag s digit during the call. The supervisor then can easily trace the flagged calls.

9 5 Parameters Settings (Fig 5.1) These parameters draw the system operation procedure and the call handling steps and manage system elements. It consists of: Ports settings Parameters settings Terminals Settings Fig 5.1 shows these elements as it appears in the Client interface.

10 5.1 System Parameters (Fig 5.2) Default Record Start Flag: Determines how the recording will be started on a call, there are 3 options: VOLTAGE: Following the Onhook/Offhook detection VOICE: Following the voice/silence detection. APPLICATION: By supervisor/user per each call. Host PBX Acces: The code dialed to access trunk lines (only in case of extension port). Inter Digits Time: This is the time interval between digits. If this time is elapsed, the system will end reading user input and start to analyze and reacting to the existing input (digits).

11 Local Area Code: This is the local code for Caller ID modification. Maximum Digits for Extension Number: The maximum number of digits for the extension number. Only active for the extension ports. Maximum Digits for International Number: The maximum number of digits for the international numbers. All extra digits will be truncated. Maximum Digits for Local Number: The maximum number of digits for the local numbers. All extra digits will be truncated. Maximum Digits for Mobile Number: The maximum number of digits for the mobile numbers. All extra digits will be truncated. Maximum Digits for National Number: The maximum number of digits for the national numbers. All extra digits will be truncated. Minimum Call Duration: This is the minimum call duration in seconds that the call is considered as real call and recorded. PBX Connection Type: How the system is connected with the PBX (if any), connection type can be either throw TCP Socket or Serial Port. PBX Integration Level: Determines the level of integration between the system and the PBX (if exist). The allowed integration only accept PBX s SMDR as an input to the system (in order to try to figure out which extension owns the recorded call). Record End Digits: Digits that allow the agent to stop recording the current call by dialing them. Record Mark Digits: Digits that allow the agent to mark the current point of the call by dialing them.

12 Record Max Duration: The maximum duration that the recording must not exceed for each call. Used in case of the system failed to detect the end of call automatically to prevent hanging. Record Start Digits: Digits that allow the agent to start recording the current call by dialing them. Only active for ports with APPLICATION Recording Start Flag. Record Volume: The voice gain of the recording. Maximum Silence Time: This is the maximum silence time in seconds, that system can consider as end of the call. 5.2 Users Settings (Fig 5.3) Unlimited number of system administrator users can be registered to the system. Each of them has a unique password and has its accessibility level to access and manage each system setting and option in the Client. The level for each setting may be read, read/write or not accessed as shown in Fig 3.5.

13 5.3 Application Options (Fig 5.4) Options that belonged to this client terminal. For now, they are only determines view scheme of the client s main screen. Terminal Address Type: Specifies the way that the network address of the Call Recording System Components (Engine, Core and Client(s)) are specified. PC Name: Using the name of the PC's that these applications installed. IP Address: Using the IP address of the PC's that these application installed.

14 5.4 Application Options (Fig 5.5) These parameters control the connection between the System s server and the client terminals. They also configure the settings that enable the system to send notifications/reports. 5.5 Customers settings

15 (Fig 5.6) The format of data transferred between the PBX and the system (if there is PBX integration). 5.6 PBX Port Parameters (Fig 5.7) Parameters of the connection between PBX and the system (only if there is PBX integration).

16 5.7 Customers settings (Fig 5.8) Determines the audio recording format, and if the recorded files are plain or encrypted. If the files are encrypted, they can t be played outside the application, but supervisor can get a plain copy of any call(s).

17 6 Customers (Fig 6) Customer data are a great feature of the Eliac Call Recording System. It allows supervisor to register the customers of his company to the system. This allows the system to recognize the outgoing calls to these customers and also the incoming calls from them (need the caller ID feature to be available).

18 6.1 Customers list (Fig 6.1) In order to set the customer s data, administrator must add the customer first. This screen enable him to add as many customers as he want. Each customer can be assigned these data: Customer Name: A text of maximum 50 characters. It must be set. Address: A text of maximum 200 characters (optional). Group: The group in which this customer belongs to. (Refer to the next section for group assignments).

19 6.2 Customer groups (Fig 6.2) Administrator can organize the customers into any number of groups. Each group must have a unique name (with maximum 50 characters) and may have a note (maximum 200 characters). 6.3 Customers Phones List (Fig 6.3)

20 For each customer, any number of phone numbers can be assigned. And for each phone number, a note may be added to describe this phone number (e.g. home, office, mobile ). 7 Report Manager (Fig 7) This part provides a tool to query for calls history, generating reports and creating report schedules.

21 7.1 Daily Report (Fig 7.1) This screen is a fast report screen in which you select one day, and the system displays all alls in that day followed by a summary of these calls (Total Calls per day, Total Duration and charge). You can also drag and drop the header columns to rearrange the view, control the columns width and configure sorting. In addition the system will automated save your changes in next logins. 7.2 General Report With the right business intelligence tools, general repots a simple way to custom your own reports via different settings and search criteria. You can query all stored information by specific criteria for all the call parts. The criteria generator is divided into multiple screens to simplify the wizard view, but all of the criteria are collected together.

22 7.2.1 General (Fig 7.2.1) Date Interval: From date to date. And this is the only criteria that must be applied to generate the report, the rest all criteria are optional. Time Shift: From time shift to time shift. Call Type: Intercom calls or external calls (outgoing or/and incoming). Call Flag: The previously described flags that constructed by the supervisor and assigned to each call by agents. Call Duration: Limits the result for call with duration between rang.

23 7.2.2 Number (Fig 7.2.2) Number Equal to: Add list of phone number to search for. Number Start with: Add list of starting digits of the numbers to search for. Customer: Select from the list all the customer(s) you want to search for their calls. Customer Group: Select from the list all the customer groups that you want to search for their customers calls.

24 7.2.3 Port / Extension (Fig 7.2.3) Filter by Port: Select the required ports to restrict to the calls belonged to them. Filter by Extension: Add list of extensions to restrict to their calls. Note that this option is only active when there is PBX integration (where the system can determines the extension owns each calls).

25 7.2.4 Call Comment (Fig 7.2.4) The system allows the supervisor(s) to write a comment to any call, so here you can restrict your result to the calls have the supplied comment text (either contains this text or equal to it). 7.3 Report Result After setting the criteria, you get the result as follow:

26 (Fig 7.3.1) This screen shows the calls that matches your criteria, and allows you to view the result in details or summarize the result according to many call s item (e.g. extension, port, number, ) as shown in the following:

27 (Fig 7.3.2) Call Actions (Fig 7.3.3)

28 For the details view, you can do many actions on any selected call(s), by right click the selected call(s) and choose action from the context menu as shown: The available actions are: Play: Plays the selected call(s) using the applications built in audio player. (Fig 7.3.4) Play Marked: Plays the selected call using the application s built in audio player, starting from the marked position. Copy Call(s): Copy the selected call(s) to user s local machine. The copies contain both the audio file and a text file contains the call s info. Comment: Add a comment to the selected call. (Fig 7.3.5)

29 Call Info: Displays a details info of the selected call. (Fig 7.3.6) Report Result Option (Fig 7.3.6) Save Report You can save the report s criteria to use it later, and re-open the report by selecting Open Report menu from the main screen. The saved report can be global to all users or can be assigned to specific user.

30 (Fig 7.3.7) Print Preview According to the report type (details or summary), press the Print Preview button will generate a final report document which is a Crystal Report that you can print or export to file with many format (e.g. xls, doc, pdf, ). The resulting report document will be formatted exactly like the columns width and order that are set in the report result screen.

31 (Fig 7.3.4)

32 (Fig 7.3.5)

33 (Fig 7.3.6

34 7.4 User s Log (Fig 5.2) This log contains all the activities done by every system user (admin/supervisor).