cs00001 conversation capture set-up and user guide

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Conversation CaptureSetup and User Guide

Equipment Setup

Package Contents

Each Package contains the following items -

1 x Voice Recording Box1 x USB Cable2 x Handset/Headset Connection Leads (3.5 mm)1 x Double Audio Lead1 x Set-up and User Guide (this document)

Note The Voice Recording Box will be referred to as VRB.

Cabling (Please see the diagrams on the following page. These will assist you with the connections)

The USB lead is purely for power, it performs no other function.

There are two channels on the VRB, channels A and B

Channel A is to be used for the handset and channel B is to be used for the headset. (See Diagram 1)

The Line connector should be connected via 3.5 mm stereo audio lead to the microphone port on theback of the PC. Please ensure that it is the same cable connecting the Line to the microphone. (Oftencoloured Pink). (See Diagrams 1 and 2)

The Speaker connector should be connected via 3.5 mm stereo audio lead to the speaker port of the PC.Please ensure that it is the same cable that connects the Speaker to Speaker on the PC (Often colouredgreen - See Diagram 2). The same cable can be connected to speakers instead of the VRB so that anyrecorded audio is played back over the speakers instead of through the handset. (With this option you willnot be able to play back to the customer).

The existing cable that connects the extension handset to the extension base should be disconnectedfrom the extension base and plugged in to Channel A on the USB connector end of the VRB. A furthercable should then be connected to channel A on the other side of the VRB and then connected to theextension base. (See Diagrams 3)

Author: Colin Unwin Date 05th November 2009 Version 1.0 Page 1 of 7

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Voice Recording Box USB Cable Handset/headset Double Audio Lead


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Diagram 1

Diagram 2


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Diagram 3

System Settings

Once you have connected all the hardware, you will need to contact the Exel Management Support Teamon 01623 442211, the support staff will make some necessary changes to the system to enable the VoiceRecording.

Please ensure the PC(s) you have connected a Voice Recording Box to is in topadmin.

Mercury Voice Recoding How It Works

Fundamentals

When the telephone handset is picked up, EPS recognizes this (through the real time output of thetelephone system) and starts recording, when the telephone is put down (again recognized by EPSthrough the telephone systems output), the recording stops. Needless to say, if the telephone systemcannot provide these two elements of real time caller ID then voice recording will not work.

Please also be aware of the following point

Voice Recording will not work for calls transferred from one extension to another.


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Taking a booking

When the caller ID window appears

Either select one of the entries from the list or choose cancel to enter a brand new booking. The recordingstarts as soon as the handset is lifted and is ended as soon as the handset is replaced.

If you have started a booking whilst the conversation is in progress, Mercury will attach the completedconversation to that booking however if you start the booking after you have put the phone down, Mercuryrecognizes that it has an unattached voice file and will ask

Which is essentially saying, I have recorded a conversation but was unable to attach it to a bookingbecause no booking was taken at that time, would you like me to attach that recording to this booking?

If you say yes, the booking you created after the handset was replaced will then have that recordingattached. If you say no, the recording will still be stored but not against a booking, instead it will be savedin \\192.168.0.1:\Mercury\Voice Notes\ with the following naming convention:

111111-22-333333333333.wav

1=Six digit recording reference number2=Extension number that answered the call (2 or three digits)3=Incoming callers telephone number


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Retrieving a conversation

From any part of Mercury, be it the Despatch screen, Active screen, or find a booking, if you choose to editthe booking from the right click menu, you will be taken back to the booking screen, with all the relevantbookings details in view.

You should now notice on the Details tab of the booking that, towards the bottom of this section you willsee a voice note file attached. If you see a voice note file attached but the play and stop icons aregreyed out then this indicates that a voice file was saved but has since been deleted or moved toanother location.

To play back the recording simply click the green play icon or to stop playback press the red stop icon.If you have your PC connected to a set of speakers then the recording will be played back through those

speakers however, if you have PC connected to the VRB then the recording will be played back throughthe handset. It is important to note that the customer will also hear the recording unless they have beenplaced on hold first.

If you are dealing with a customer who has called back several times regarding the same booking, then

each time you close the caller ID window and retrieve the booking to the booking screen, Mercury will savethe current voice recording to that booking. You will now notice that, when the booking is returned to thebooking screen for editing, the voice notes section has changed slightly as shown below.


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In this situation, clicking on the green play icon brings up another window as shown below.

You will notice that there are now two recordings attached to this booking. Left click on either file, then leftclick on the green play icon to start the recording or left click on the red stop icon to stop therecording.

Right clicking on one of the lines also shows a play or stop option, again, left clicking on these willperform the required function.

You can also retrieve a recording manually (only under the Topadmin user level) by accessing windowsexplorer, and navigating to the \\192.168.0.1\Mercury\Voice Notes\ folder. Here you will find everyrecording that has been saved, irrespective of whether it has been attached to a booking or not.


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cs00001 conversation capture set-up and user guide

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