ct recording solutions r5 - user manual v5.8

© 2009 All rights reserved. Nothing of this document may be duplicated and/or made public by means of print, photocopy, microfilm or any other means without prior written consent of CyberTech B.V., The Netherlands.

Version: 5.8

Date: October 2009

Reference: CT-07-R5-UM-GS

U S E R M A N U A L

Release 5.4.0

User Manual – Release 5 2

Content

1 Introduction ......................................................... 4

2 User interface ...................................................... 5

3 General system overview ..................................... 7

4 System installation ............................................. 10

5 User administration ............................................ 11

5.1 Users ................................................................................ 11

5.1.1 Export or print user details ..................................... 12

5.1.2 Edit or add user ...................................................... 16

5.1.3 Creation of a Last Call Replay user ........................ 22

5.1.4 Individual access permissions ................................ 24

5.1.5 Call permissions ..................................................... 28

5.2 User groups ...................................................................... 31

5.2.1 Edit or add user group ........................................... 32

5.2.2 Group access permissions, roup call permissions . 32

5.3 Coverage ......................................................................... 34

5.3.1 Edit or add a coverage .......................................... 35

6 System status .................................................... 39

6.1 General info ..................................................................... 39

6.1.1 Copy general info to clipboard for maintenance ... 39

6.2 Recorder storage ............................................................. 40


6.3 Media management ......................................................... 43

6.4 Alarm status ..................................................................... 44

6.5 Alarm history .................................................................... 46

6.6 Audit Trail ......................................................................... 47

6.7 Channel Overview ............................................................ 49

6.7.1 Channel properties ................................................ 49

6.7.2 Real-time channel playback ................................... 50

7 Recorded calls ................................................... 51

7.1 Call search ........................................................................ 51

7.1.1 Search form ............................................................ 51

7.1.2 Stored search queries ............................................ 54

7.2 Column selection ............................................................. 55

7.3 Calls listing ....................................................................... 56

7.3.1 Search results ......................................................... 56

7.3.2 Audio player ........................................................... 58

7.3.3 Screen recording .................................................... 59

7.3.4 Call details .............................................................. 61

7.4 Calls statistics ................................................................... 63

7.4.1 Reporting inputs ..................................................... 64

7.4.2 Drill down reporting – Average Call length ........... 65

7.4.3 Calls per user/channel ............................................ 68

7.4.4 Hours on call per user/channel .............................. 69

7.4.5 Utilisation per hour of the day ............................... 70

7.4.6 Exporting reports ................................................... 71


1 Introduction The CyberTech (CT) Recording Solution is a server based recording system for storing voice calls and associated data. This manual describes the CT Recording Solution user software, which is intended to enable you to find and play recorded calls. The program runs on the Recording System (web server) itself, and is not installed locally. You log onto the application via Microsoft Internet Explorer (v5.5 or above). Individual rights can be allocated to each user, which means the system administrator can control the calls and features available to every other user.

A call can be easily found again later, due to the advanced search function. A search can be performed on the basis of various criteria such as date, call duration, user, text from the call notes and number called.

There is also a blacklist on which phone numbers may be placed for which calls are not recorded. In this way it is possible to exclude private numbers from recording.

The software is designed in such a way that an experienced windows user should have no difficulties in using it. In addition, help texts are available to provide clarification. The ‘User administration’ section deserves special attention, as the ‘user’s intuition’ will need some support for this topic.

For use of the program, you are assumed to have a basic knowledge of Microsoft Windows. The user application works best with Microsoft Internet Explorer version 6.0 or higher.


2 User interface The layout of the interface is very simple and works intuitively. To access the CT Recording Solution, open Internet Explorer and then type in the IP address of the voice recorder computer into the address bar (or http://localhost if accessing from the recorder itself). This will open the logon page of the user interface as shown below. This can, of course, be set up as a “roupite”

Main Administration log on To log on, use the user name and password provided to you by your system administrator. Enter the user name and password then press the [>] button or ‘Enter’ to log on to the CT Recording Solution. The particular start page shown depends on the user settings but will be the “My Account” page by default.

Flexible Seat log on If a user account is configured for free seating agent, the ‘Flexible Seat’ menu is visible and can be selected. The user logs on to the recording system using his user name and password. The recorder will automatically link the user name to the appropriate channel on the recorder. All calls made on this channel will now contain the right user name and extension, until the user logs off.

When logging on as free seating user, the IP-address or PC name of the agent PC is matched with the recorder channel configuration. The recorder checks if this IP-address or PC name is linked to one of the free-seating channels. If so, this channel is assigned as the channel for the user. All calls on this channel will now contain the settings for this user.


My Account

The My Account menu allows each user to change some of his own settings. By default, this screen is shown directly after logon. Settings that can be changed are:

• Password • First name / Last name • Email address • Default search query and column selection • Auto start playback when selecting a call • Language selected for this user

All other settings are only displayed and cannot be changed via this screen.

The last successful login date and time for the user is visible in the system messages line. Example: ”Last successful logon for service was on 07 November 2007 09:48:28. Contact you security administrator if this information is incorrect.”


3 General system overview The program is made up of various menus and submenus. The minimum screen resolution for correct display is 1024x768. The rights granted to you determine which menus and submenus are visible on your screen. The figure shown below is what you see if you have full rights.

A=Menus

B=Action buttons

C=Sub-Menus

After you have logged on, the upper part of your screen shows a number of tabs that will give you access to the various parts of the program. The menus you will see depend on your access rights. With full access rights, the menus are:

• My account • System installation • System configuration • User administration • System status • Recorded calls • Quit

C


If you click on one of the menu tabs, the corresponding submenu tabs will be shown. For example, clicking “user administration” will display the following submenus:

• Users • User groups • Coverages

In the submenus there are several “action buttons” as shown below. When the mouse cursor is resting over a button, a text prompt will appear explaining what the button is used for. Available action buttons are:

Mail

Force backup

Re-archive / Re-fetch

Copy to clipboard

Add

Change language ½

Column selection

Records per page selection

Edit

Detailed information

Reset

Format

Remove

Rights


The Status Bar at the bottom of the screen shows system messages. There are 3 types of messages:

1. GREEN: Basic messages. For example ‘Record updated’ on successful configuration changes.

2. YELLOW BLINKING: Warning messages. For example if the number of calls per search action is limited to 1000 and the search action returns more results, a warning is generated to tell the user there are more results but only 1000 calls are shown.

3. RED BLINKING, Error messages. For example an incorrect configuration value is entered; the configuration cannot be saved. The maintenance manual contains a list of possible error messages.

In the following chapters the various menus and submenus are explained in detail.

Green messages

Yellow messages

Red messages


4 System installation The system installation menu will be available only to the installation engineers and the system administrators. This menu is in detail described in the CT Recording Solution – Installation Manual.


5 User administration Various user groups can use the recorder software. Each group has its own characteristics. A group of agents in a call centre for instance, will use the program primarily to play their own calls and add notes to their own calls. The administrators of the CT Recording Solution system will be primarily concerned with specifying the settings for these various users.

Users can be allocated to various groups to simplify the administration. Group rights are dynamically bound to users in the group. If group rights are changed, all users in this group will adopt the new settings.

For complex call access rights, a “coverage” can be defined. Coverage is a list of users, channels and extension to which access given. In this way, complex call access is defined once, but used by many users.

5.1 Users

Clicking the [user administration] menu tab shows you a menu that provides a summary of all users and their settings. This menu has three submenu tabs; users, user groups and coverages.


The User submenu shows the following details:

• User ID • User name • First name • Last name • Seating, Fixed seating, Free seating or no seat defined • Channel, Channel number and alias name. • Extension • Member of Group • <controls>

5.1.1 Export or print user details

User details and permissions can be exported to a csv-file (comma separated variable file). This exported file can then be used in programs such as Microsoft Excel. To export details, first click on the button.

Edit user Details

Edit user Permissions

Delete user


The “user picker” will now be shown. Select the users to export. By clicking in the tick boxes, you may include both the User Details and User Permissions to the exported file. The output format contains the following comma separated columns.

Columns when User Details are included:

“User id” (= User ID in CyberTech Recording System) “User name” “First name” “Last name” “Email addresses” “Seating” “Channel” “Free seating extension” “Group” “User language”

“Application access” “User should change password at next logon” “User account expiration time” “Number of login attempts allowed” “Login attempts exceeded behaviour” “User account expiration time” “User account expired behaviour”


Columns when User Permissions are included Values are: Grant access Deny access Inherit setting from user’s group: […] “Access permissions my settings” “Access permissions global settings” “Access permissions settings per recorder” “Access permissions locations” “Access permissions archive rules” “Access permissions archive schedule” “Access permissions database fields” “Access permissions labels” “Access permissions channels” “Access permissions channel groups” “Access permissions channel alarms” “Access permissions record / censure list” “Access permissions alarm profiles” “Access permissions users” “Access permissions user groups” “Access permissions coverages” “Access permissions general info” “Access permissions recorder status” “Access permissions media management” “Access permissions channel overview” “Access permissions alarm status” “Access permissions alarm history” “Access permissions audit trail” “Access permissions calls search” “Access permissions column selection” “Access permissions calls listing”

Values are: Not allowed Inherit from settings from user’s group: [...] Allowed for the calls in the coverage: […] “Access calls” “Play calls” “Edit call remarks” “Change marks afterwards” “Download calls” “Mail calls” “Restore calls” “View call’s audit trail”


“Channel properties” “Realtime playback”

The exported format could be imported to Excel for further use.


5.1.2 Edit or add user

In the user submenu display you will find the button ‘Add user account’.

This button lets you create a new user. The fields which you have to fill in are the same as the ones in the “edit user account” function, which is opened by clicking on the pencil icon ( ). If you have sufficient rights, you will see these functions at the end of each row: The “edit user” and “add account” buttons show the following at the bottom of the screen.

Depending on the additional modules installed (such as Evaluate or Replay to Phone) more user details and/or security settings may be available. Check the additional module manual for more information about these settings.


The following user details can be defined for the account:

Username, password

• + (plus)

Username and password for this user to logon to the web interface. While the user is able to change his password afterwards using the My Account menu, the username can only be set up here. The supported characters for a username are all ASCI characters, except the following:

• , (comma) • / (slash mark) • : (colon) • ; (semicolon) • < (less than sign) • = (equal mark) • > (greater than sign) • ? (question mark) • [ (square bracket, open) • ] (square bracket, close) • | (vertical bar) • " (double quotation mark) • ' (single quotation mark)

First name and last name Full name is shown in the calls page and in group definitions.

Mail address The mail address to be given as the “from-address” when emailing a call via the web interface. If passwords are automatically generated, this email address is used to send new password information to.

Seating This is whether the workstation is fixed (user attached to channel), free seating (user attached to extension number) or no seat (E.g. administrator without recorded phone).


Fixed seating channel In the case of a fixed workstation, you must also indicate the channel number. Only the channel numbers which are still available can be chosen.

Free seating extension In the case of a flexible (free seating) workstation you can also attach an extension number to the user. This setting is also used for a flexible workstation where the IP address of a workstation corresponds to a recorder channel. As soon as the user logs on to the recorder using the ‘flexible seat’ logon, the corresponding recorder channel is attached to this user.

Group The group to which the user belongs. The user will usually inherit rights from this group unless changed in the individual User permissions. Group rights are dynamically linked to users, so when subsequently changing these group rights, all linked users will inherit the new rights setting. The groups shown are determined by individual user permissions in the setting ‘User Details Scope’.

User Language The web interface language for this user.

Default search queries and call listing views can be defined for each user.

When visiting the search page the default search query will be shown. If the user navigates directly to the call listing page, this is the search which will be done and the results shown in the calls

Default search query


list. The selection dropdown contains all stored and shared queries.

Default calls listing view

The calls listing page will show the columns organised in the order specified by the default setting. The selection dropdown contains all stored and shared views.

Each user account has the following configurable security settings.

Autostart playback

Enabling this option will result in automatic playback when selecting a call in the calls list. If the option is disabled, the ‘play’ button in the audio player must be used to replay a call.

Application access This defines the access to the web interface. If the user account expires or the user has had too many invalid passwords attempts, the account is disabled and access is set to ‘Access denied’.

User authentication method This specifies how the user is authenticated of at logon. Options are: - System authentication (default) - Domain authentication Choosing the ‘System authentication’ method will force a user to log onto the interface using password authentication. The user


account password is defined in the CT Recording Solution application and stored encrypted in the database. All password settings such as ‘Password expiration date’, ’User account expiration time’, ‘User account expired behaviour’ are available and handled locally. Choosing the ‘Domain authentication’ method simplifies the password policy restrictions for users. The password for a user account is no longer stored in the CT Recording Solution database but is verified in the customer’s Domain. To be able to use this functionality the recorder must be configured to be in the same domain as (or at least a domain with access to) the users who need to be authenticated. In order to logon to the recorder application, the user ID must exist in the CT Recording Solution user list AND in the customer domain. If the user exists as a CT Recording Solution user, they are verified (authenticated) in the customer domain with their username and password. If domain authentication is successful, the user gets access to the CT Recording Solution system.

Note 1: When storing a user account, the recorder could generate a warning indicating the user could not be found in the domain. Depending on customer hardening, it might not be possible to check is accounts exist however domain authentication is still possible. If this warning appears, still test the account by asking the user to logon using its username and password. The domain to authenticate users in, needs to be configured in the Global Setting menu to use this functionality.

Note 2: The maximum number of failing login attempts is still configured in the CT Recording Solution. If the user has too many failed logons, their CT Recording Solution account will be disabled. This will not affect their domain account. Passwords are maintained fully in the customer domain. If a user needs to change their password, they will have to change it via Windows. The benefit of using domain authentication is the domain password policies for formatting and reuse are applied.


Password Login Password for the user. If ‘Generate user passwords automatically’ has been selected in the Global Settings, this password is automatically generated by the system and emailed to the user’s email address. Press the button ‘Auto-generate a new user password and send it to the user’, and a new password is generated and emailed. If the User authentication method is set to ‘Domain authentication’ the password input fields will be disabled.

User must change password at next login At the next login after typing the current password, the user is forced to change their password to a new one.

Password expiration time When passwords expire, users will be forced to create a new password at their next login. The expiry time will be reset at every password change.

Number of login attempts allowed The number of consecutive invalid password attempts allowed. If a correct password is given, the counter is reset. When the number of invalid attempts is exceeded, the account is disabled in accordance with the rule defined in ‘Login attempt exceeded behaviour’.

Login attempt exceeded behaviour This defines what happens if the ‘Number of login attempts allowed’ is exceeded. Options are: ‘Disable account for 15 minutes’ or ‘Disable account’. Disabled accounts can be re-enabled by users/administrators with the relevant ‘User Details Scope’ access permissions. The blocked user’s ‘Application access’ parameter is set to ‘Access denied’.

User account expiration date If a user does not login into their account within the time period set, the account will be removed or disabled.


User account expiration behaviour

5.1.3 Creation of a Last Call Replay user

This defines what happens if the account expiration date is reached. The options are ‘Disable account’ or ‘Delete account’.

By using a combination of features, a “Last Call Replay” user can be created:

• “Last x hours” created as a search query (see paragraph 7.1.1)

• “Auto-refresh” set up to fetch the latest results in the calls listing display(see paragraph 7.3.1)

These setting can then be applied to a user account. By denying access to the “calls search” page and giving the user only access to the “calls listing” page, access can be restricted to calls within a set period of time, e.g. 4 hours.

1. Go to the page “recorded calls” -> “calls search”

Example:

To create a ‘LCR’ user that has access only to their own calls, recorded during the last 4 hours.

2. Open the collapse “Date span”, choose “Calls made last x hours” and enter: 4

3. Store the query, ensuring the “share this query” check box is ticked:


4. Go to the page “recorded calls” -> “columns selection”

5. Store a view with the “Auto refresh interval” set to 60 sec, again with “share query” ticked:

6. Go to the page “user administration” -> “users” and create a new user by clicking on the “Add user account” button (+ symbol)

7. Complete all the user details and security settings: Then in the call preferences window;

- Select “Calls made last 4 hours” as default search query - Select “Default view with 60 sec. refresh” as default

calls listing view


8. Save the user, then open the Permissions page for the user group (or individual permissions for a specific user account) and deny access to “calls search”:

9. Then save the permission changes, this new user is now set for “Last Call Replay” only.

5.1.4 Individual access permissions

If you press the ‘permissions’ button you will see all the possible settings for this user at the bottom of the screen.

The left side of the window shows the access permissions and the right side shows call permissions. By default, permissions are defined by the user group the user belongs to; ‘inherit settings from user’s group….’. Access permissions specify the menus and submenus the user has access to. Thus a user can be given access rights overriding the user group settings by submenu. In this way, system settings, user settings, etc. can be made accessible. In addition to the menu access settings under “user administration” you will find 3 additional fields: ‘User type’, ‘User details scope’ and ‘User permissions scope’. These can be used to control which user accounts/permissions an individual has access to. Depending on the modules installed (such as assessment), more permissions may be available. Check the additional module manual for more information about these permissions.


For each setting there are three possibilities: ‘deny access’, ‘inherit right setting from user group’ and ‘grant access’. The settings are divided into menu groups. For each menu group, all the settings can be changed at once via ‘set all to’ deny/inherit/grant.

Access to a menu/submenu will provide the user with particular abilities. A description of each follows:

MY ACCOUNT

Allows the user to change their password, first/lat name and email address.

SYSTEM INSTALLATION

Access to the submenu items in the system installation menu is provided for system installers. Options are for access to archive administration tools and detailed recorder installation options.


SYSTEM CONFIGURATION

Access to the submenu items in the system configuration menu is provided for system administrators. Access can be given for channel administration, to the censure list and alarm profiles.

USER ADMINISTRATION

Access to the submenu items in the user administration menu will permit users to add or modify users.

Apart from menu access to the submenus: Users, User groups and Coverages, a number of extra configuration options are shown.

User type

• The Maker role allows the user to create accounts within their “user details scope”, however the user is not able to ENABLE

The user type can be “Maker”, “Checker” or both.


these accounts. (The user is not able to change the ‘Application access’ setting).

• The Checker role allows the user to ENABLE accounts within their “user details scope” by using the ‘Application access’ settings. However, the user is not able to change any account permissions or details.

User Details Scope This specifies the user groups visible to this account. The user is only allowed to edit user details for users within these groups.

User Permissions Scope This specifies the groups within which the user is allowed to edit individual user permissions. The groups MUST also be configured in the User Details Scope. If this setting is left blank the user will not be able to change any individual permissions.

SYSTEM STATUS

Access to the system status menu is required by any user who needs to be able to check system information, health and alarm status.

The media management menu allows users to print archive media labels, once an archive disk has been finished. The audit trail menu allows users to trace system access, configuration and call playback.


EVALUATION

Evaluation access is only available if an Evaluation license has been installed in the CT Recording Solution. Evaluation menus and access permissions are further described in the Evaluation manual.

RECORDED CALLS

Access to the various submenu items will normally be given to all users who need to be able to search for and play recorded calls.

5.1.5 Call permissions

If you press the ‘permissions’ button you will see all the possible settings for the user at the bottom right of the screen. The call permissions determine a user’s access to recorded calls. A user can be given access to calls set by different coverages. The different call access options which can be set are: Play, edit notes, email calls, etc. The number of call permissions varies depending on the modules installed (such as “Replay to Phone”). Individual module manuals will provide information about these permissions.

RECORDED CALLS


Recorded call access for the user account can be set with the following values;

- Not allowed - Inherit from settings from user’s group: [...] - Allowed for the calls in the coverage: […]

Access calls This gives access to the call information only but all additional ‘recorded calls’ access permissions depend on this configuration. If the user does not have access to a call’s information, the additional access permissions will be irrelevant.

Play calls This allows the user to replay calls, provided they are within the ‘Access calls’ configuration.

Edit remarks Gives the user the right to add text remarks to the calls.

Change marks afterwards Allows the user to change call marks through the web interface. Calls are commonly marked using a function key pressed during a call. This right will allow the user to override this mark afterwards.

Download calls Allows the user to download the call from the recorder to a file on the local computer using the web interface.


Mail calls Allows the user to email the call to someone else, using the web interface.

Delete calls

If applicable, this will allow the user to delete a call from the recorder. When deleting a call the user is given the choice to delete the call audio and data, or to only delete the call audio. If the latter option is used the call will remain visible in the recorder but will no longer be able to be replayed.

Restore calls

This will allow the user to restore archived calls from archive media.

View call’s audit trail This allows the user to view the audit trail for the call selected.

CHANNEL OVERVIEW

The same access type as for calls is also possible for the real-time channel overview. Access is given to various channels defined through “coverages”.

Channel properties Allows the user to change channel properties such as: disable, enable or enable a channel for a period of time. The channel

Note:

The complete call delete functionality can be disabled on installation. When installing the CT Recording Solution software, a choice is made whether deleting calls is allowed. If not, all rights and menu items involving call deletion are removed.


properties can be changed in the channel overview screen (System Status->Channel overview). The user must have access permissions for this channel overview menu.

Real-time playback

• Via the channel overview screen (System Status->Channel overview). The user must have access permissions for the channel overview menu.

Allow the user to listen in on a call in progress.

Real-time play of calls in progress is accessible in 2 ways:

• Via the recorded calls overview screen. The ‘calls in progress’ option in global settings menu (System Installation->Global settings) must be set. Only then calls in progress are listed in the recorded calls overview. By ‘playing’ a call in progress, the real-time audio is output.

5.2 User groups

The “user groups” menu shows all available user groups in the system. A name and description is given for each group. The number of users assigned to the group is listed in the member’s column. The Administrators group is an in-built group, which cannot be deleted. When deleting a group all users within this group can be automatically moved to another group.

Within this submenu display you will find the ‘Add user group’ button with which you can create a new group. If you have sufficient rights, you will see these function buttons at the end of each row:


Edit

Permissions

Delete

5.2.1 Edit or add user group

If you are editing or adding a user group, the following shows at the bottom of the screen.

Name and description This defines the group name and its description. The group will be visible in the system by the group name.

Users in group

5.2.2 Group access permissions, roup call permissions

This shows the users added to this group. Adding a user to a group is done when editing user settings.

If you press the ‘permissions’ button, you will see all the possible rights setting for this user group at the bottom of the screen.

There are two windows showing the group access permissions and the group call permissions. The group access permissions define the menu access for users in this group. A user can be

Permissions


given access rights per menu and submenu. In this way system settings, user settings, etc can be made accessible.

These rights settings are exactly the same as the user access rights. Each of the settings is described in paragraphs 5.1.3 and 5.1.4.


5.3 Coverage

The coverage is important when setting user rights. In this manner a user could be given access to calls of other users in the system. A coverage consists of one or more of the following items:

• Users and/or User groups

• Channels and/or Channel groups

• Extensions

• Time based coverage

• (optional) Custom database field content

• Mark based coverage

Any combination of the above items is possible. When setting user rights or user group rights, call access can be given based on a predefined coverage.

In this submenu display you will find the button ‘Add coverage’.

With this button you can create a coverage. If you have sufficient rights, you will see these function buttons at the end of each row:

Edit

Delete


5.3.1 Edit or add a coverage

Editing or adding a coverage displays the coverage details. A name is given to each coverage by which the coverage is referred to in the CT Recording Solution. The ‘Overview of all coverage’ window shows multiple collapses. The following table shows all different collapses, where the type of filtering clarifies how the collapse is combined with other collapses.

Collapse Type of filtering Type

User-based OR System default

Channel-based OR System default

Extension-based OR System default

Time-based AND System default

Content-based AND Optional

Mark-based AND System default

If additional database fields are added to the recorded database an extra collapse is shown called “Content-based coverage”.

User-based coverage

The user-based coverage collapse allows you to select individual users or complete user groups


Channel-based coverage

The channel-based coverage collapse allows you to select individual channels or a complete channel group

Extension-based coverage

The extension-based coverage collapse allows you to select individual extensions.

Content-based coverage

The content-based coverage collapse allows you to define the custom database field content filters. Additional data fields of types Textual or Numeric can be selected. For these data fields the option ‘Coverage based on content’ must be set in the field definition. Only these fields will be shown in the content-based coverage collapse.


It is possible to define more than one value per field. If the field content matches (one of) these values (including wildcards), the call will match the coverage. The matching result will depend on the “Combined” and “Include” options. “Include” defines whether the additional field will be used within the coverage. When ticket, it will be used. When unchecked it will be ignored for the coverage builder. “Combined” can be “AND” or “OR”:

• AND: it will match the coverage if all

• OR: it will match the coverage if

values in the fields (that are ticked for “Include”) correspond with the given criteria

any

Data fields containing a pre-defined look-up list can contain multiple values within the coverage builder. When multiple values are selected, the coverage will match if any of these values match.

of the values in the fields (that are ticked for “Include”) correspond with the given criteria

Time-based coverage

The time-based coverage collapse allows you to define the maximum access time of the calls you’re allowed to see. E.g. by defining “Calls made last week”, the user will only have access to his calls which are not older than one week. The dynamic options (“Calls made last …”) have a minimum setting of 1 hour and a maximum of 1 month. The time based coverage setting is an overall access restriction above all other defined collapse settings within the coverage.


Mark-based coverage

The mark-based coverage allows the selection of one or multiple call marks. This coverage will result in access to only the calls that have one of these marks applied.

The [Save changes] button saves the coverage settings.


6 System status The system status menu gives access to all recorder status information. This includes software version information, recorder storage information, system messages and the real-time channel overview.

6.1 General info

This screen shows all the available version information from the current recording system. A number of collapses are shown. Global version information shows CT Recording Solution, IIS and databases versions. Dll version information shows the installed software modules used by the recorder. The last collapse shows all version information for the installed Parrot DSC API and Parrot DSC Cards (with serial numbers and firmware versions). This will be showed per CT Recording Solution voice recorder. In a multi-satellite system each satellite will be showed in a separate collapse.

6.1.1 Copy general info to clipboard for maintenance

At the right hand end of the menu bar is the ‘note’ icon.

Use this button to copy the complete CT Recording Solution version information to the Windows clipboard. This permits all information to be stored in a text document. This text document can be used for support and administration.


6.2 Recorder storage

The recorder storage screen provides all relevant details about available drive space, archiving health and recorder health.

The upper part of the screen shows the recorder state. This is the status of all the recorders in a server/satellite system. The following items are shown, per recorder.

• Recorder name/IP-address

• Users logged in, both in the web interface and via free-seating registration

• Channels in the recorder including number of channels currently active

• Temporary directory drive space to which recording is taking place

• ‘Running’ indicates that the recorder is operational AND linked to the server

• ‘Alarms’ shows the number of active alarms in the system


‘Audio location status’ shows the hours of recording left on the recorder hard drive, together with the actual number of bytes and percentage left. This location is used “First In First Out” (FIFO). If the amount of free space reaches a certain level (set in the system installation menu), the oldest calls are deleted to free disk space. The administrator will have to make sure that calls have been archived before this deletion takes place. Normally this is not a problem as an 80GB local hard drive is able to store a minimum of 13,000 hours using GSM compression, and the archiving software archives calls within 15 minutes.

A separate ‘database location status’ shows the available drive space for the database. Be aware that database drive space is not controlled in a FIFO manner and must be maintained manually. However, if the database is on the same logical drive as the audio files (default), the audio FIFO process has the effect of freeing space for the database, if necessary.

The lower part of the screen shows the Archive storage status.

The term “archive” is used, however, this is a permanent backup copy of calls that are still available on the live call recording disk. “Archiving” does not delete them.


Per archive location, the status screen shows the date and time of the first and last backup run, space left, archive status and media type. The remaining space is shown as a percentage (%) indication as well as in hours (this figure is automatically calculated by the recorder, depending on the chosen compression).

When the archive storage capacity is reached, the ‘archive storage status’ is displayed in red, and an audible alarm sounds on the recorder chassis if the ‘Enable beeping on archive media full’ option was selected during system installation. The situation needs to be rectified to mute the alarm. For instance, if the audible alarm started because the archive storage is full, a new dvd needs to be inserted, or a new external hard disk attached to stop the alarm.

As soon as this has happened, the archive storage status alarm is cleared. Information regarding the removed archive medium is transferred to the Media management overview.

The progress status of any active archive run is shown as percentage.


6.3 Media management

The Media management overview shows a list of removable archive media which have been removed from the archive drives.

The archive information for each disk is listed, including first and last call on the medium as well as archive dates and the media secure code. When clicking on one of the lines in the media management overview, all details are presented in a separate box (shown above). Click “Print” to produce a DVD label containing the archive media details.


6.4 Alarm status

The Alarm status screen shows an overview of all active alarms in the system. For each alarm a unique reference number is shown as well as date/time, alarm level, status and message.

Each of the alarms could have on of the following states:

Unattended alarm An alarm which is active. No action have been done yet to resolve this alarm. The alarm could now either be Attended or be Cleared by system.

Attended alarm An alarm which is active and manually attended by a support person to indicate active support. To attend the alarm a support engineer must click the icon at the alarm line. Attending an alarm does not resolve the alarm, it only indicates support activity to the customer.

If an alarm is attended, the alarm can be manually cleared. Clearing the alarm manually is done by pressing the icon. This alarm will be shown for 24 hours in the alarm status overview. The status is Cleared and confirmed. If an alarm is cleared but not solved, it will reappear in the alarm overview.


During installation and configuration of a CT Recording System it’s not uncommon that the system generates multiple alarms due to e.g. wiring of the channels. To easily attend and confirm these alarms, the system provides filter facilities for similar alarms.

The alarm to filter on, can be a particular error number or it can be a group of errors by using wild cards:

• *: anything (0 or more characters)

• ?: any character (exact 1 character)

Once the filter is applied, an extra icon appears in the right corner of the application: “Attend and confirm filtered alarms”.

By clicking this icon, the system will attend and confirm all the shown alarms at once.

Cleared by system

• the

An alarm which is no longer active in CT Recording Solution will get the status cleared by system. Such alarms can be confirmed for clearance by pressing:

icon; which will confirm only that particular alarm

• the icon; which will confirm all the “cleared by system” alarms at once

Even if the alarm was not yet attended, it could be cleared directly. There is no reason anymore to attend the alarm as it is already gone.


Cleared and confirmed An alarm which was manually cleared, will get the status cleared and confirmed. These alarms will be shown for another 24 hours in the alarm overview before being moved to the alarm history screen.

When clicking on one of the alarm lines, the alarm details will be presented.

The overview shows all state changes including date and service person logged in to CT Recording Solution when attending an/or clearing the alarm.

6.5 Alarm history

All alarms which have been solved will move from the Alarm status to the Alarm history screen.

Each line is representing a historical alarm including all details. Click the line for additional alarm audit details such as dates for


alarm status changes including service person logged in to CT Recording Solution when attending an/or clearing the alarm.

To easily find certain historical alarms, the system provides filter facilities for these alarms.

The alarm to filter on, can be a particular error number or it can be a group of errors by using wild cards:



6.6 Audit Trail


The following actions are audited:

• User login. Every login attempt is audited. Only if the logon is successful is the username put into the audit trail.

• All call access actions. Whenever a user searches for a call, and replays, marks, remarks it etc. an audit trail event is created which includes all relevant details.

• All configuration changes. Whenever a user clicks a [Save Changes] button, an audit trail event is created which includes all relevant details.

For every audit entry, the time, user, action, user’s IP/Hostname, the section of the recorder application and audited event details are logged. For call access events, the call ID is listed as well. To pinpoint a specific audit trail event, a number of filter options are available:

Date and time filter. To set a date and time from when audit trail events must be shown. Only show events older than the specified date and time.

User filter. Only show the audit trail events for a specific user.

Call ID filter. Show only the audit trail events for a specific call.

Section filter. Show only the audit trail events for a specific section of the recorder application. E.g. only show events for [archive rule] configuration. The audit trail list may be exported to a csv-file for further reference. All audit trail event columns will be included in the exported file. When exporting, all audit trail entries within the defined filter parameters will be exported. These include all audit trail events currently shown in the audit trail screen.


6.7 Channel Overview

This screen provides the real-time channel overview. The channels are shown in a separate collapse per recorder. Select a channel by clicking on it. The channel colour corresponds to the channel state (the meaning of the colours is shown in the ‘legend’ window). Java must be installed on the client PC in order to use the real-time channel overview and real-time call play functionality. (If necessary, Java may be downloaded from the recorder system via this URL: http://recorder/files/java.exe)

When a channel is selected, the square is highlighted. The channel properties and real-time channel playback options are visible for the selected channel.

6.7.1 Channel properties

Selecting a channel permits the channel properties, the channel’s full name and activation state to be shown. Depending on your account rights, you may be able to disable a channel or activate a channel for a certain time span.

http://recorder/files/java.exe�


6.7.2 Real-time channel playback

Click on the speaker icon to initiate real-time playback for a channel. The icon will change, indicating that real-time playback is in progress. The audio currently on this recorder channel will be output on the client pc speaker. The account rights to permit real-time replay access are defined in user management.


7 Recorded calls Before a call can be accessed from the CT Recording Solution for replay, a search action must be initiated to obtain a selection of the recorded calls.

7.1 Call search

When the ‘call search’ sub menu is active, the following screen is shown.

Calls may be selected from those stored on the voice recorder by specifying a number of search criteria. Different search criteria may be combined to reduce the number of calls retrieved to a manageable size. Each of the selection criteria is shown within a separate “collapse” on the search form.

7.1.1 Search form

A selection criterion is only applied to the search if its “collapse” has been opened (by clicking on it). If multiple collapses are open the collapses will be combined as an “AND” for the search. The search criteria within the collapses will be combined as an “OR” per collapse.

If all of the collapses are closed (as in the picture above) the search will return all available calls, up to the maximum number (as defined in the system installation, global settings menu).


Date Span The date span collapse allows you to search for calls depending on their creation date. It is possible to search for calls before, after, between or on a specific date. Standard date spans available are: last hour, last x hours, last day, last week and last month.

When selecting “last x hours”, only calls made during the last x hours are shown. The x in this case may be configured to be any number in the range 2 – 23.

Note

5.1.3

: by using the “last x hours” search query, together with the call listing “Auto-refresh” functionality, a Last Call Replay web GUI can be built (see paragraph ).

Call id The call id collapse allows you to find a call by its unique call id. This is useful for retrieving a specific call which has already been identified (and its id noted).

User details (Users/User groups) The user details collapse allows you to search for calls by specific user(s) or user group(s).

All the given criteria need to match for the resulting calls (the search works as an “AND”). The system will only show users/user groups that fall within the access coverage of the user. This means that the user will not see any other users/user groups within the system.

Duration The duration collapse allows you to search for calls with a specific duration. It is possible to search for calls with duration of less than, more than or between a specific duration span.

Remarks The remarks collapse allows you to search for calls which have had specific remarks text added to them.

Connectivity (Channels/Channel Groups/Extensions/Direction) The connectivity collapse allows you to search for calls:


• made on specific channel(s)

• within specific channel group(s)

• made on specific extension(s)

• with an inbound/outbound direction

All the given criteria need to match for the resulting calls (the search works as an “AND”). The system will only show connectivity items that fall within the access coverage of the user. This means that the user will not see any other connectivity details (e.g. certain extensions) of other users within the system.

Number information (CLI)

• Match all words: all the given words need to be available, order independent

The number information collapse allows you to search for calls by CLI (i.e. to or from a specific telephone number). Using partial numbers permits selection of calls to specific area codes, or particular organisations, etc. Use the selection box to specify the type of matching:

• Match any word: one or more of the given words need to be available, order independent

• Exact match: the given word(s) need to be available in exact the same way (not more or less words/characters)

Besides the selection box, the given words can contain wildcards:



Multiple words should be separated by a space. E.g.: peter 235

Marks The marks collapse allows you to search for calls marked with specific mark type(s).


Custom database fields

7.1.2 Stored search queries

The custom database field collapse allows you to search by any of the added database fields.

Start searching for calls matching the search criteria by pressing the [Submit query] button.

The search submenu also shows the stored search queries. Any query can be stored and selected afterwards or shared with other users of the CT Recording Solution.

Define the search criteria and press the [Store query] button.

A stored query is given a name and may be shared with other users. After saving it will appear in the stored search queries list. When shared with other users, this search query will also be shown as ‘stored search query’ for other users.


7.2 Column selection

The column selection submenu allows you to select the columns visible in the calls listing window. A selection of columns may be stored and shared with other recorder users. When storing a ‘view’, the column on which to sort the call data and the number of calls per page are also defined.

The function buttons are used to add and remove columns from the selection.

Add or remove a column from the columns currently selected.

Move the column up or down in the list. This changes the column order. Add all columns to the currently selected columns.


7.3 Calls listing

Probably the most important submenu is the calls listing. This screen shows the list of calls found using a call search query. The columns displayed are defined in the column selection submenu. For each call, details are listed in the call details window. Calls can be played using the audio player.

7.3.1 Search results

The search results window shows all call data columns selected. The column widths can be changed by pointing the mouse pointer at the column boundaries and clicking the left mouse button. The column width is changed by dragging the mouse pointer to the left or right.

Note: The maximum number of results is limited and defined in the system installation menu. The maximum search time is also defined there. If a search action returns the maximum number of search results, your selection criteria are not sufficiently rigorous, and will need to be tightened to obtain useful results.


The latest column width is automatically saved in the user profile. To listen to the recorded call, click on the call and the audio player starts automatically, if that was your user option.

The search results window has a number of function buttons in the upper right corner:

Export the search results to a comma separated file. All call result pages will be exported. Only visible columns in the search results page will be included in the export file. The csv-file may easily be imported to excel for further analysis.

Resubmit the call search query to get the most recent calls.

Activate the quick column selection. A simplified column selection window is displayed allowing the user to select a stored view or change the current view.

Change the number of calls per page. Options are 15, 25, 50, 100 and 250.

Auto-refresh the search results. The ‘Resubmit the search query’ action is carried out at regular intervals. Options are ‘–‘ (no auto refresh), refresh every 30s, 60s, 300s and 600s. The refresh interval is reset at every mouse click in the search results page.

Open the on-line web interface help window, explaining the items shown on the current page.

Note

5.1.3

: by using the “Auto-refresh” functionality together with the “last x hours” search query, a Last Call Replay web GUI can be built (see paragraph ).

The number of pages of results is shown at the bottom of the search results window. There are buttons to navigate through the pages.


7.3.2 Audio player

The audio player window has a number of function buttons to navigate, mark, loop etc. The play time is displayed in the upper right corner.

The function buttons are:

Call navigation. Rewind, stop, pause, play and

forward. It is possible to click on the call slider and move it to the right or left for fast navigation.

Call looping. Start play loop, end play loop and

stop looping. The call loop is highlighted on the play timeline.

Toggle time notation. Time notations are: - Absolute play time [YYYY-MM-DD

HH:MM:SS.mmm]. - Relative play time from start of call [HH:MM:SS.mmm]. - Relative play time counted down (from end of

call)[-HH:MM:SS.mmm]


Remark texts: Add a remark, delete a remarks and edit a remark. After editing, the button

must be clicked to store the remark with the call.

Skip next: The next call in the call list will be played.

Call remark positions. When adding a remark, the position in the call is highlighted with a remark icon.

Call remark text. As the call replays, the text of the remark previously encountered is displayed in the lower part of the audio player window.

Play volume. Change the play volume with the + and – buttons.

Play speed. Change the play speed with the +

and – buttons

7.3.3 Screen recording

The Screen Recording player will be visible above the audio player. From the existing play controls the LOOPING function is not supported when replaying Screen Recordings, the rest of the controls is supported.

It is possible to change the player position by dragging it as standard window. (Press left mouse button while pointing at the player title bar and move the player window by moving the mouse).

The player could be maximized by pressing the button in the upper right corner. The play area will be maximized to the full web area.


Remarks: To use the Screen Player on a client system, a .NET policy must be set on this Client system to accept Screen Recording data from the recorder. Consult the Screen Recording Installation Manual for details. When using the Screen Player, a mouse click on the Screen Player window is required to activate the control. This needs to be done once per logon session.


7.3.4 Call details

The call details window shows all available call details. Depending on the user rights it is possible to mark the call via the ‘Marked as’ drop down menu. Custom database fields can be accessed and the audit trail for the selected call may be viewed.

The call details window has a number of function buttons in the upper right corner. These function buttons are displayed or hidden depending on the user rights settings.

Download the call from the recorder.

Only visible is the user has download rights for the

selected call.

E-mail a call from the recorder.

Only visible if the user has email rights for the selected call.

Delete the call.

Only visible if the user has delete rights for the selected

call. Call deletion functionality may have been switched off completely via the global settings menu. By default

this functionality is switched off.


The custom fields collapse shows the custom database fields content. Editable fields can be amended here. When using custom database fields with fixed values, an answer dropdown is shown.

The audit trail collapse shows a summary of the call’s audit trail events. It shows the information fields: date/time, user, action and the user’s IP/Hostname for each audited call action. A more detailed audit trail is available in the system status menu.


7.4 Calls statistics

The Call Statistics feature offers call reporting functionality on recorded calls. It enables a variety of reports on the recorded calls channel occupation to be created. Each report has a drill down function which allows users to click on an area of the bar graph for a more specific report.

The call statistics functionality is located in the recorder calls tab. An additional menu ‘call statistics’ has been added. Access to this menu is granted per user account as explained in chapter 5.

Reports are:

• % utilization

• Call volume

• Average call length

• Hours on call

Each of these reports can be created on a per user or channel basis. User based reports will ONLY show reporting bars for recorder users with defined first name and last name fields.


7.4.1 Reporting inputs

A number of parameters can be set to define the report output.

First of all the report type needs to be chosen.

The next step is definition of users or channels to report on.

A choice could be made to report based on users or on channels. Based on this choice a number of individual users or channels can be selected. Press the [>] icon to open the user or channel picker. The last option is defining specific user or channel groups to report on. Again the user or channel group picker could be shown by pressing the [>] icon.

The report filter section defines the reporting date span and defines a filter on call direction to be included in the report.

Date span options are: - Last month Report on calls made last month. - Last week Report on calls made last 7 days. - Last day Report on calls made last day. - Between … and … Report for a specific date span.

The maximum date span for reporting is one month of data.


Call direction options are: - No filtering Report on incoming and outgoing calls. - Inbound/Outbound Report on inbound or outbound calls only.

The last option is adding report data to the report output. If this option is tagged, an additional table will be added to the report including the report values per reporting bar.

To generate the report based on the selection inputs, press the ‘Generate chart’ button. When pressing the ‘Reset form’ button all reporting input fields will be reset to default values. Default values are:

Report type: User/channel % utilisation per hour of the day Reported users: Users, all users and all user groups. Report filter: Calls last month, both inbound and outbound. Report options: Do not show report data.

7.4.2 Drill down reporting – Average Call length

By using the drill down reporting feature, reports can be reviewed and the source of low or irregular evaluations can be found in just a few clicks of the mouse. In each newly generated report, the Go back one step button allows the user to return to the previous report.

Additional details such as the reporting interval or user information are shown when the mouse is held over a specific reporting bar.


For call statistics reporting based on the Average Call Length per user/channel report, the first report will show the average call length per user/channel calculated over the reporting time span.

By clicking on the bar, a new report is generated displaying the details for this specific bar.

The drill down report shows the average call length for this specific user over the reporting time span. For each reporting day a separate bar is shown.


By clicking on the bar, again a new report is generated displaying the details for this specific bar.

This is the last drill down step. The report shows the average call length for this specific user on the selected reporting date. For each hour of the selected day, the average call length is shown.

Using the drill down feature, the Average call length report includes the following drill down bar graph reports:

1. Average call length per user group/channel group. X-axis: User group/channel group. Y-axis: Average Call length in seconds over reporting period.

2. Average call length per user/channel X-axis: User/channel. Y-axis: Average Call length in seconds over reporting period.

3. Average call length for user/channel per day. X-axis: Reporting days within total reporting date span. Y-axis: Average Call length in seconds per reporting day.

4. Average call length for user/channel per hour at selected day. X-axis: Reporting hours for selected reporting day. Y-axis: Average Call length in seconds per reporting hour.


7.4.3 Calls per user/channel

The calls per user/channel report shows a bar graph representing the number of calls for the reported user or channels over the reporting period.

Drill down functionality is offered to zoom in at specific bars in the report for analysis.

Drill down report steps are:

1. Number of calls per user group/channel group. X-axis: User group/channel group. Y-axis: Calls over reporting period.

2. Number of calls per user/channel. X-axis: User/channel. Y-axis: Calls over reporting period.

3. Number of calls for user/channel per day. X-axis: Reporting days within total reporting date span. Y-axis: Calls per reporting day for user/channel.

4. Number of call for user/channel per hour at selected day. X-axis: Reporting hours for selected reporting day. Y-axis: Calls per reporting hour for user/channel.


7.4.4 Hours on call per user/channel

The Hours on call per user/channel report shows a bar graph representing the number of hours a user or channel was involved in calls over the reporting period.



1. Hours on call per user group/channel group. X-axis: User group/channel group. Y-axis: Hours on call over reporting period.

2. Hours on call per user/channel. X-axis: User/channel. Y-axis: Hours on call over reporting period.

3. Hours on call for user/channel per day. X-axis: Reporting days within total reporting date span. Y-axis: Hours on call per reporting day for user/channel.

4. Hours on call for user/channel per hour at selected day. X-axis: Reporting hours for selected reporting day. Y-axis: Hours on call per reporting hour for user/channel.


7.4.5 Utilisation per hour of the day

The Utilisation report shows a bar graph representing the average % utilisation per daily hour for the reported users or channels over the reporting period.



1. Utilisation per hour of day for user/channel groups. X-axis: Hours of day 0-23. Bar 0 represents 00:00 till 01:00. Y-axis: Average utilisation for groups over reporting period.

2. Utilisation for selected hour for user/channel groups. X-axis: Reporting days. Y-axis: Average utilisation per day at selected hour.

3. Utilisation at selected hour on user/channel group for selected day. X-axis: User/channel group Y-axis: Average utilisation for reporting day at selected hour.


4. Utilisation at selected hour on user/channel at selected day X-axis: User/channel Y-axis: Average utilisation for reporting day at selected hour.

Report limitation:

For group based reporting (user group/channel group) all drilldown levels are supported.

For individual based reporting (user/channel) only the 1st

7.4.6 Exporting reports

drilldown step is supported. For further drilldown, a group based report must be chosen.

Reports can be exported as pictures straight from the reporting screen. By clicking on the right mouse button while pointing the mouse at the report graph, an options menu is displayed enabling reports to be saved, copied, e-mailed or printed. The report can be copied into, for example, Word documents for use in customised presentations or when reviewing reports.

Example: Report copied from the reports screen using the Copy function.

The copy function only produces a simple copy of the graph without any additional report data.


To include report data when exporting a report click the icon in the upper right corner of the report section. This will copy the complete report, including report header information and report data (if report data is enabled in report options) to the clipboard. This copied information can easily be in integrated into Word documents.


Version history

Date Version Remark 01-06-2003 2.0 First Release for software version 1.4

15-03-2004 2.1 Reviewed for MynaVoice version 2.0 support

27-04-2004 3.0 Reviewed for MynaVoice Version 2.0 Operation

24-06-2004 3.1 Reviewed for MynaVoice Version 2.0 Operation with the Patch 2 for Free seating feature

20-09-2004 3.2 Corrections to icons according to new patches

25-10-2004 3.3 Included Patch 3 features

11-08-2005 3.4 Updated manual for MynaVoice version 3

05-01-2006 3.5 Updated manual for MynaVoice version 3.1 Maintenance items moved to maintenance manual

18-04-2006 3.6 Added MynaVoice R3.15 Security Update items.

23-06-2006 3.7 Added audit trail enhancement for configuration changes.

25-09-2006 3.8 Adjusted new MynaVoice logo.

19-04-2007 3.9 Updated for R3.20 functionality.

07-11-2007 3.10 Updated for R3.30 functionality. chapter 2.0: Last successful logon message in status bar. chapter 5.2.1: Domain authentication method of users.

17-12-2007 5.0 Updated for CT5.0.0.functionality. Updated A5 layout.

18-02-2008 5.1 Added LCR functionality (introduced in CT5.0.1)

06-05-2008 5.2 Revised for colloquial English acceptability

15-05-2008 5.3 Added Screen Recording Player (introduced in CT5.1.0)

27-05-2008 5.4 Minor text change in chapter “Alarm status”

27-10-2008 5.5 Added chapter 7.4 Call Statistics. Minor updates in Call statistics chapter based on support feedback. Minor lay-out changes

11-03-2009 5.6 Updated chapter 7.1.1 Search Form (new CT5.2 features) Updated chapter 5.3 Coverage (new CT5.2 features)


Updated chapter 5.2.1 Edit or add users (supported characters for username)

31-03-2009 5.7 Updated chapter 6.4 Alarm status: new CT5.3 features Updated chapter 6.5 Alarm history: new CT5.3 features

06-10-2009 5.8 Added: mark based coverage (chapter 5.3)

www.cybertech-int.com

ct recording solutions r5 - user manual v5.8

Documents