CallRecorder User Guide

CallRecorder User Guide 6.1 Copyright 2005-2011 RAI Software SRL, Bucharest, Romania www.raisoftware.ro

Table of Contents 1.INTRODUCTION...4 1.1.PRODUCT OVERVIEW...4 1.2.FEATURES AND BENEFITS...4 2.APPLICATION LOGIN...6 2.1.LOGOUT...6 3.APPLICATION MENUS...8 3.1.SYSTEM MENU...8 3.2.CAPTURE MENU...8 3.3.STORAGE MENU...8 3.4.RECORDINGS MENU...8 3.5.QUALITY MENU...9 3.6.BACKUP MENU...9 3.7.KITS MENU...9 3.8.HELP MENU...9 3.9.SESSION MENU...10 4.REPLAY CALLS...10 4.1.INTRODUCTION...10 4.2.QUICK PLAY...12 4.3.LIVE MONITORING...12 4.4.PROPERTIES OF THE CALL...13 4.5.EXTERNAL ADDRESS BOOK...18 4.6.!BATCH ACTIONS...18 4.7.ADVANCED SEARCH...18 4.8.CALL TAGS...18 4.9.SAVE CALL FILE...21 4.10.DEMAND RECORDING...21 5.AUDIT...21 6.QUESTIONNAIRES...22 6.1.QUALITY STANDARD EDITOR...24 6.2.LOGIN...25 2

6.3.SERVICES MENU...26 6.4.PHONE SERVICE MENU...27 6.5.MONITORING...29 6.6.ON DEMAND RECORDING...31 3

1. INTRODUCTION 1.1. Product Overview CallRecorder is an easy to use VOIP call recording solution that implements the corporate call recording keeping policy and provides secure and easy access to call records. It allows managers to review and score phone calls according to their work group. Users are empowered by providing them with accurate records of their calls. CallRecorder is a self-contained software recorder which includes everything necessary to record VoIP calls (besides the Operating System and server hardware): database, web server, Java, etc. 1.2. Features and Benefits Automatically Record Phone Calls - Damage control and increased accountability in your personnel, suppliers and customers. Manual (On-Demand) Control: recording can also be initiated by the user using the browser or IP Phone Service. Both Full Call and Partial Call recording modes are supported. Multiple Recording Methods: CallRecorder supports both port mirroring (SPAN) and forked recording (SPANless). Hardware recording coming soon! Monitor live calls: Listen to a call in progress, through the browser or IP phone service. You can also whisper to the agent without being heard by the external party (IP phone service). Browse Recordings by Agent - Superb browsing interface tracks agents across multiple phone numbers. Search by caller ids, phone numbers, annotations, time, description, tags, etc. Replay, Annotate and e-mail phone call recordings. Easy, secure access to call recordings, using a web audio player, desktop audio player or IP Phone Service. Tagging & Searching calls with customized hierarchical tags has never been easier. Call Scoring & Custom Forms - Integrated agent scoring and reporting module Agent Call Statistics Reports: the number of calls made, received, etc by each agent Email Notifications: automatically send email when a predefined number appears in a call. Backup & Restore: Archive calls on DVDs, HD-DVDs, BluRays or SANs. A single DVD can store up to 15,000 calls of 5 minutes each, due to the state-of-the-art voice compression technology incorporated in CallRecorder. Reverse Caller Lookup - Displays the caller name and business unit using the company Phone Directory. Multi Site Replication: using queued replication, you can record many network partitions and centralize recordings at the HQ. Recording and replication survive a downed WAN link. Screen Recording Integration with Memolith Screen Recorder. See what was done on the screen while the phone call occurred. Specialized Speech Compression lowers the storage requirements 8 times over MP3 and allows 18,000 hours of phone calls storage on one 120 GB hard drive. Call History - follow a call as it is transferred, put on hold or parked Audit Replays prevent recordings abuse by browsing the list of accesses to a call. XML Phone Service handily review your past calls from your XML enabled phone (Cisco IP 4

Phones 7940, 7960 & 7970). Authenticate, Browse, Play, Rewind, e-mail, mark important. You can also assign calls to folders. Access Control Lists fine grained permission system to allow listening and acting on calls. Automatic Software Update - the easiest, fastest way to apply patches Thin Client Deployment The administration and user tools run in all web browsers supporting Flash. Integrated Support Tools Request & receive technical support with a few clicks, by using the integrated log packer and TeamViewer support tool. Passive network sniffing assures zero impact of recording on PBX performance and improves system reliability. Try Before You Buy Download a fully-featured evaluation version with a friendly configuration wizard from: http://www.call-replay.com 5

2. Application Login Browser Requirements: Any Browser running Flash 10.1 or newer. To run the application, simply open http://{server}:{port}/ where server and port have been supplied by your network administrator (the are configured from the Site Configuration utility in Start / Programs / CallRecorder). In the login page you can enter your username and password supplied by your system administrator. While an evaluation license is active, you can login as any user using the eval password. 2.1. Logout In menu Session press Logout <username> in order to end current session. 6

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3. Application Menus 3.1. System Menu From System menu you can reach the following options: Users, Phone Directory, Licenses, Watchdog, IP Phone Service, Email, Master / Slave and Software Update. 3.2. Capture Menu Capture menu contains configurations regarding Network Interfaces, CallManagers (PBXs), Recording Policy, Silence Compression and Troubleshooting. 3.3. Storage Menu This menu is for configuring Storage Volumes, Retention Policy and Advanced settings regarding storing calls. 3.4. Recordings Menu The options regarding to Replay Calls, Audit calls, monitoring Active Calls and sending Email Notifications are grouped in menu Recordings. 8

3.5. Quality Menu Contains reports and questionnaires 3.6. Backup Menu For restoring recorded call files from archive choose Restore in Backup menu. 3.7. Kits Menu Speex player is used for playing recorded calls and is available in menu Kits. 3.8. Help Menu The Help menu contains administrators and user guides, web link to support page, option for sending logs, settings for debugging recording service and debug console. 9

3.9. Session Menu This menu is used for changing password of user and to end current working session. 4. Replay Calls Replay Calls is the main user page. From here you can play and search recordings and access the call details page for each recording. 4.1. Introduction You can only play the calls of the phones associated to your user account; From the menu choose Recordings Replay Calls as shown below: 10

In the Replay Calls menu you can see by default all calls recorded today. By default, they are put in the All folder on the left. Replay Calls is the main user page. From here you can play and search recordings and access the call details page for each recording. 11

4.2. Quick Play Next we will show you how to listen to your calls. Click on speaker icon and a new window will appear, as shown below: From here you can Play your selected call by pressing the highlighted button. Notice the caller ID's, first the caller then the called, the start date&time and the duration. 4.3. Live Monitoring If a call is in progress it can be monitored. For this, press the speaker button and the following window is shown: 12

4.4. Properties of the call Click on the + icon and choose Properties. A window will appear, as shown below: 13

Here can be set description of call, export call to email or to disk using wav or speex format. Also detailed info about call are available. Call Details The Call Details page can be accessed by clicking a call in the Replay Calls Menu. Here you can play a call, save a custom description for it, assign it to a folder in address book, see Call Party Information, file details. You can also observe Call Flow, see a Replay Audit for the selected call, and export it via save as Speex or Wav or send it to email address using specified email address in the application Configuration. 14

Editing Descriptions In the text box enter the description you want. Then click the Save button. 15

Call Flow Follow a call as it is transferred, parked or put on hold All Call Flow information is stored inside application. Managers and other agents can see the log of the call and all agent action performed within that call to get a better understanding of the case in question. Additional information is available such as status, start time and duration. 16

Quick Save - Mailing The options presented are Save Call or sending it by E-mail using the Wav or the Speex format. Format description: Wav (Waveform Audio) A common audio uncompressed file format for Windows computers (.wav). It has the advantage of being played by any Microsoft Windows sound application, the disadvantage being that it is uncompressed, thus, very large. Speex a free software speech codec designed for VoIP which provides very good quality speech and low bit rate, thus, occupying less disk space. 17

4.5. External Address Book Phone number can be added to address book or contact detail can be modified. For this, click on exclamation mark 4.6.!Batch Actions 4.7. Advanced Search In the Replay Calls page you can search With these options you can filter all your calls by phone numbers, user names, call interval, unlicensed calls and tags. After you finish the filter, press Refresh. 4.8. Call Tags This feature allows user to attach tags to calls. Thus, the calls can be grouped according to a specific tag. Tags tab shows existing tags. This tab allows following operations: adding, editing and removing tags. These operations can be accessed by right clicking on the left side of the screen (see the following image). 18

Add new tag From the menu shown, choose Add Tag and fill the name of the tag Edit tag For an existing tag, the name can be modified. Choose Edit Tag Label from the previous menu and change the name accordingly. 19

Delete tag To delete a tag, right click on a tag and choose Delete Tag. Tagging calls A call is tagged as follow: from the calls list, press on drop down button in Tags column and from the list shown, select the tags (multiple selections are allowed). Also, if you need a new tag you can define it by pressing on the New button. The window shown above, for adding tag, appears. In tags list, if you click on a tag, the list of calls is filtered according to the selected tag. Thus, only the calls which have that tag are shown. 20

4.9. Save call file Press on + icon and from the menu shown, choose save Save Call. You will be asked about location where the audio file has to be saved. 4.10. Demand recording Calls can be recorded automatically or on demand. If a call in progress is not automatically recorded and that call is important, it can be recorded on demand. For this press + icon and choose Demand recording The calls are recorded according to Recording Policy (Capture / Recording Policy) rules which are already established. If there are no available channels, the call will not be recorded. 5. Audit The Audit menu lets you see all access to any call you as a manager have access. The administrator can see all Audits. First, go in the Recordings / Audit menu. Here you can see all the Recordings Audits as well as the details. Of course you can search phone number or user. 21

6. Questionnaires A questionnaire contains questions, grouped in categories. For each question can be defined a set of predefined answers. The status of a questionnaire can be Active or Disabled. The list of 22

questionnaires is shown in Quality / Quality Standards. The following operations are available: adding, editing, deleting and cloning. To add a questionnaire, press Add button. To edit an existing one press Edit button. For creating a questionnaire based on an existingone, press Clone button. Unused questionnaires can be deleted. Press Delete button. 23

6.1. Quality Standard Editor Press Add or Edit button for editing questionnaire. This editor allows to add / edit or delete categories and questions. Press Add button to add a category or a question. 24

The questionnaires are accessible in recordings list through extended actions menu The results of questionnaires are shown in Quality>Reports. Choose report type Compare Scores, period of report and department and view the report. Using the IP Phone Service The IP Phone Service allows users and managers alike to benefit from a couple of useful functions. These are: Recordings, Monitoring, and Record on demand. They are all described below in the application Main Menu section. Note: The Monitoring function in the IP Phone Service is only accessible to Managers. 6.2. Login Here you will enter your username and PIN. 25

6.3. Services menu After the login, you will be presented with this screen. 1. Select the Services menu. 2. From the Services menu, select application name 26

6.4. Phone Service Menu There are three options in the application IP Phone Service Main Menu: Recordings It allows call playback, moving a call to a folder and email to the address set in the application Configuration. Monitoring It allows monitoring of a selected phone number. Record this call It allows Record on Demand. Open Recordings then select the extension you want 27

In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly. Now you are presented with the list of calls from that extension. From here you can play move calls to application folders and E-mail them to the address set in application Configuration. 28

6.5. Monitoring From the main application menu, open Monitoring and select the extension you want In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly. Next you must enter the Phone Number you want to monitor 29

After you have finished your selections, you should see the window below as a confirmation 30

6.6. On Demand Recording Allows an agent the recording of a call in progress. Regardless of the moment you gave the command to record, that conversation will be recorded entirely. 31