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Release 12.0
User Guide
Issue 3
March, 2013
Confidential & Proprietary
Information
2003 - 2013 Verint Systems Inc. All Rights Reserved. THIS AVAYA
PRODUCT ('Product') CONTAINS CONFIDENTIAL AND
PROPRIETARY INFORMATION OF VERINT SYSTEMS INC. OR ITS
SUBSIDIARIES. USE OF THE PRODUCT INDICATES THE END
USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND
THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE AT http://support.avaya.com/LicenseInfo/ , including the
following AVAYA GLOBAL SOFTWARE LICENSE TERMS (or "Software
License Terms"):AVAYA GLOBAL SOFTWARE LICENSE TERMS
REVISED: OCTOBER 2010
THIS END USER LICENSE AGREEMENT ("SOFTWARE LICENSE
TERMS") GOVERNS THE USE OF AVAYA'S PROPRIETARY
SOFTWARE AND THIRD-PARTY PROPRIETARY SOFTWARE. READ
THESE SOFTWARE LICENSE TERMS CAREFULLY, IN THEIR
ENTIRETY, BEFORE INSTALLING, DOWNLOADING OR USING THE
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DOWNLOADING OR USING THE AVAYA SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF
YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER
REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"),
AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE ("AVAYA"). IF YOU ARE ACCEPTING
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PREVIOUS CONSENT). IF YOU DO NOT HAVE SUCH AUTHORITY
OR DO NOT WISH TO BE BOUND BY THESE SOFTWARE LICENSE
TERMS, YOU MUST RETURN OR DELETE THE SOFTWARE WITHIN
TEN (10) DAYS OF DELIVERY FOR A REFUND OF THE FEE, IF ANY,
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case the Shrinkwrap License or other Third Party Terms will prevail.
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management and policies of such party, directly or indirectly, whether
through ownership of voting securities, by contract or otherwise; and the
terms "controlling" and "controlled" have meanings correlative to the
foregoing.
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Documentation obtained from Avaya or an Avaya authorized reseller and
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Software is initially installed. "Documentation" means information
published by Avaya in varying mediums which may include product
information, operating instructions and performance specifications that
Avaya generally makes available to users of its products. Documentation
does not include marketing materials. Software installed on
mobile-devices, such as a laptop or mobile phone, may be used outside
of the country where the software was originally installed, provided that
such use is on a temporary basis only.
(i) Right to Move License Entitlements. Notwithstanding the foregoing,
You may move right to use license entitlements (RTU's) from one location
to another in accordance with Avaya's then-current software license
move policy for that Software ("License Portability Policy") which is
available upon request subject to the following conditions:
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Avaya may reasonably request;
(b) You may only move RTU's to and from Designated Processors or
Servers supporting the same Software application;
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the number of RTU's being moved to the new Server.
(d) You acknowledge that (1) you may be charged additional fees when
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maintenance services do not cover system errors caused by moves not
performed by Avaya, (3) you are responsible for any programming,
administration, design assurance, translation or other activity to make
sure the Software will scale and perform as specified as a result of any
license moves, and if any such transfer results in a requirement for Avaya
system engineering or requires the use of on-site Avaya personnel, you
will be charged the Time & Materials fees for such activity;
(e) If your maintenance coverage differs on licenses on the same product
instance at the location of the new Server, Service updates, recasts and/
or fees may apply and any fee adjustments for differences in coverage
will only be made on a going forward basis as of the date Avaya receives
notice of the RTU move; and
(f) You may move RTU's from one Affiliate to another Affiliate provided
that you comply with all of the conditions of this section, including, without
limitation, providing the name and address of the new Affiliate in your
written notice under subpart (a) above, and such new Affiliate shall be
bound by these Software License Terms.
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Software in a non-production environment solely for testing, development
or other non-commercial purposes on a single computer
("Non-Production License").
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and to the Software and Documentation and any modifications or copies
thereto.
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applicable law, you agree not to: (i) decompile, disassemble, or reverse
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based on the Software or Documentation; (iii) use, copy, sell, sublicense,
lease, rent, loan, assign, convey or otherwise transfer the Software or
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Avaya; (iv) distribute, disclose or allow use of the Software or
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bureau, network or by any other means; (v) allow any service provider or
other third party, with the exception of Avaya's authorized resellers and
their designated employees ("Authorized Providers") who are acting
solely on behalf of and for the benefit of End User, to use or execute any
software commands that cause the Software to perform functions that
facilitate the maintenance or repair of any product except that a service
provider or other third party may execute those software commands that,
as designed by Avaya, would operate if a user is logged into a product
using a customer level login and Maintenance Software Permissions
("MSPs") were not enabled or activated; (vi) gain access to or the use of
any Software or part thereof without authorization from Avaya; (vii)
enable or activate, or cause, permit or allow others to enable or activate
any logins reserved for use by Avaya or Authorized Providers; or (viii)
permit or encourage any third party to do so. You shall provide
Authorized Providers the terms and provisions of this Agreement and
shall obligate Authorized Providers to comply with such terms and
provisions. End User shall be responsible for any third party's failure to
comply and shall indemnify Avaya for any damages, loss, expenses or
costs, including attorneys' fees and costs of suit, incurred by Avaya as a
result of non-compliance with this section. Notwithstanding the foregoing,
if the Software is rightfully located in a member state of the European
Union and End User needs information about the Software in order to
achieve interoperability of an independently created software program
with the Software, End User will first request such information from
Avaya. Avaya may charge End User a reasonable fee for the provision
of such information. If Avaya refuses to make such information available,
then End User may take steps, such as reverse assembly or reverse
compilation, to the extent necessary solely in order to achieve
interoperability of the Software with an independently created software
program. To the extent that the End User is expressly permitted by
applicable mandatory law to undertake any of the activities listed in this
section End User will not exercise those rights until End User has given
Avaya twenty (20) days written notice of its intent to exercise any such
rights.
E. Backup Copies. End User may create a reasonable number of
archival and backup copies of the Software and the Documentation,
provided all proprietary rights notices, names and logos of Avaya and its
suppliers are duplicated on each copy.
F. Warranty. Avaya provides a limited warranty on its Software. Avaya's
standard warranty language as well as information regarding support
while under warranty, is available through the following website: http://
Shrinkwrap License (SR). You may install and use the Software in
accordance with the terms and conditions of the applicable license
agreements, such as "shrinkwrap" or "clickthrough" license
accompanying or applicable to the Software ("Shrinkwrap License").
J. Third-party Components. Certain software programs or portions
thereof included in the Software may contain software (including open
source software) distributed under third party agreements ("Third Party
Components"), which may contain terms that expand or limit rights to use
certain portions of the Software ("Third Party Terms"). Information
identifying the copyright holders of the Third Party Components and the
Third Party Terms that apply is available in the Documentation or on
Avaya's website at: http://support.avaya.com/Copyright.
K. Limitation of Liability. EXCEPT FOR PERSONAL INJURY CLAIMS,
WILLFUL MISCONDUCT AND END USER'S VIOLATION OF AVAYA'S
OR ITS SUPPLIERS INTELLECTUAL PROPERTY RIGHTS,
INCLUDING THROUGH A BREACH OF THE SOFTWARE LICENSE
TERMS AND TO THE EXTENT PERMITTED UNDER APPLICABLE
LAW, NEITHER AVAYA OR ITS SUPPLIERS NOR END USER SHALL
BE LIABLE FOR (i) ANY INCIDENTAL, SPECIAL, STATUTORY,
INDIRECT OR CONSEQUENTIAL DAMAGES, OR (ii) FOR ANY LOSS
OF PROFITS, REVENUE, OR DATA, TOLL FRAUD, OR COST OF
COVER AND (iii) DIRECT DAMAGES ARISING UNDER THESE
SOFTWARE LICENSE TERMS IN EXCESS OF THE PURCHASE
PRICE AND FEES PAID FOR THE PRODUCTS OR SERVICES
GIVING RISE TO THE CLAIM.
L. Protection of Confidential Software and Documentation. End User
acknowledges that the Software and Documentation are regarded as
confidential information by Avaya and its suppliers, ("Confidential
Information") and End User agrees at all times to protect and preserve in
strict confidence the Software and Documentation.
M. Protection of Personal Data. The use of the Software may require
the processing of personal data pertaining to you or to your personnel.
Personal data required to use the Software will need to be submitted to
Avaya. Failing the submission of such data, the use of the Software will
not be possible. You or your personnel have a right to access and
correct erroneous personal data pertaining to you or your personnel and
to object for legitimate reasons to the processing and transfer of these
data. You can exercise this right by contacting in writing the Data Privacy
Officer of the applicable Avaya Affiliate.
N. High Risk Activities. The Software is not fault-tolerant and is not
designed, manufactured or intended for any use in any environment that
requires fail- safe performance in which the failure of the Software could
lead to death, personal injury or significant property damage ("High Risk
Activities"). Such environments include, among others, control systems
in a nuclear, chemical, biological or other hazardous facility, aircraft
navigation and communications, air traffic control, and life support
systems in a healthcare facility. End User assumes the risks for its use of
the Software in any such High Risk Activities.
O. Export Control. End User is advised that the Software is of U.S.
origin and subject to the U.S. Export Administration Regulations (EAR).
The Software also may be subject to applicable local laws and
regulations. Diversion contrary to U.S. and applicable local country law
and regulation is prohibited. You agree not to directly or indirectly export,
re-export, import, download, or transmit the Software to any country, end
user or for any use that is prohibited by applicable U.S. and local country
regulation or statute (including but not limited to those countries
embargoed by the U.S. government). You represent that neither the U.S.
Bureau of Industry and Security (BIS) nor any other governmental
agency has issued sanctions against End User or otherwise suspended,
revoked or denied End User's export privileges. You agree not to use or
transfer the Software for any use relating to nuclear, chemical or
biological weapons, or missile technology, unless authorized by the U.S.
and applicable local government by regulation or specific written license.
Additionally, you are advised that the Software may contain encryption
algorithm or source code that may be limited for export to government or
military end users without a license issued by the U.S. BIS and any other
country's governmental agencies, where applicable. Lastly, you agree not
to directly or indirectly export, reexport, import, or transmit the Software
contrary to the laws or regulations of any other governmental entity that
has jurisdiction over such export, import, transmission, or use.
P. U.S Government End Users. The Software is classified as
"commercial computer software" and the Documentation is classified as
"commercial computer software documentation" or "commercial items,"
pursuant to FAR 12.212 or DFAR 227.7202, as applicable. Any use,
modification, reproduction, release, performance, display or disclosure
of the Software or Documentation by the Government of the United
States shall be governed solely by the terms of these Software License
Terms and shall be prohibited except to the extent expressly permitted by
the terms of these Software License Terms.
Q. Acknowledgement. End User acknowledges that certain Software
may contain programming that: (i) restricts, limits and/or disables access
to certain features, functionality or capacity of such Software subject to
the End User making payment for licenses to such features, functionality
or capacity; or (ii) periodically deletes or archives data generated by use
of the Software and stored on the applicable storage device if not backed
up on an alternative storage medium after a certain period of time.
Copyright:
Except where expressly stated otherwise, the Product is protected by
copyright and other laws respecting proprietary rights. Unauthorized
reproduction, transfer, and or use can be a criminal, as well as a civil,
offense under the applicable law.
Third-party Components: This computer program is protected by U.S.
and international copyright laws, patent laws, and other intellectual
property laws and treaties. Unauthorized use, duplication, publication
and distribution of all or any portion of this computer program are
expressly prohibited and will be prosecuted to the maximum extent
provided by law. Your rights in this computer program are limited to the
license rights granted under the license agreement executed by you in
hardcopy form (or if none, by acceptance of the clickwrap terms included
with this computer program). If needed, please contact your vendor for
an additional copy of those terms. All other rights, title and interest are
expressly restricted and retained by Verint Systems, Inc. and its
licensors. Certain open source applications ("Open Source") may be
included with this computer program. For specific ownership information
and license rights relating to those open source applications, please see
the "Free and Open Source Licensing Information" guide ("Guide")
provided with your computer program, or contact your vendor for a copy
of that Guide. A license in each Open Source software application is
provided to you in accordance with the specific license terms specified in
the Guide. EXCEPT WITH REGARD TO ANY WARRANTIES OR
OTHER RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED
DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE
IS PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL
THE OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS
CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF
SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR
PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND
ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT
LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE)
ARISING IN ANY WAY OUT OF THE USE OF THE OPEN SOURCE
SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH
DAMAGE. Certain other software programs or portions thereof included
in the Product may contain software distributed under third party
agreements ('Third Party Components'), which may contain terms that
expand or limit rights to use certain portions of the Product ('Third Party
Terms'). Information identifying Third Party Components and the Third
Party Terms that apply to them is available on Avaya's web site at: http://
support.avaya.com/ThirdPartyLicense/. In addition, this product may
contain the ReportNet application from Cognos Corporation. If so, you
are granted a limited for use: (i) by an unlimited number of "Anonymous
Users" to set personal preferences, view, run, schedule and output
reports, subscribe to scheduled reports, create and manage personal
folders, and personalize standard reports, and (ii) by one "Named User"
(unless otherwise specified on this Order) to, in addition to the rights of
an Anonymous User, use the Query Studio module.
Avaya fraud intervention: If you suspect that you are being victimized
by toll fraud and you need technical assistance or support, call Technical
Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the
United States and Canada. Suspected security vulnerabilities with Avaya
Products should be reported to Avaya by sending mail to:
securityalerts@avaya.com
Trademarks:
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are
registered in the United States and/or other countries. Avaya may also
have trademark rights in other terms used herein. References to Avaya
include the Nortel Enterprise business, which was acquired as of
December 18, 2009.
All trademarks identified by , TM or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. or the
property of their respective owners.
Patents: The Verint Systems Inc. products are protected by one or more
of the following U.S., European or International Patents: USPN
5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN
6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297; USPN
6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN
6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN
7,203,285; USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN
7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN
7,424,715; USPN 7,424,718; USPN 7,466,816; USPN 7,478,051; USPN
7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN
7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN
7,660,307; USPN 7,660,406; USPN 7,660,407; USPN 7,672,746; USPN
7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN
7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN
7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN
7,817,795; USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN
7,848,524; USPN 7,853,006; USPN 7,852,994; USPN 7,853,800; USPN
7,853,753; USPN 7,864,946; USPN 7,873,156; USPN 7,881,216; USPN
listen to recordings
This manual is intended for end users of the application. Instructions on how to manage,
customize and configure the application are included in the Planning, Installation and
Administration Guide.
The main sections in this chapter are:
Replaying Recordings
install the ActiveX controls that are used to play the audio and screen recordings
Note:
Note:
Note:
Your browser may be automatically redirected to an https port (8443 by
default). This implies that the system has been configured for secure access
only. Even if it hasnt, you may wish to use this port instead because all
traffic between your browser and this port on the recorder is encrypted using
SSL.
Note:
If you are using SSL (port 8443 by default) you may see a warning dialog
stating that the name on the security certificate does not match that of the
server. This occurs if the system administrator has not installed a valid SSL
certificate and is relying on the one that ships with the product. If in doubt,
check with you system administrator.
Logging In
Avaya Contact Recorder supports two access schemes. It may be integrated with your
Windows Active Directory accounts or it may be using its own application accounts.
Dual Sign-in
You may be presented with a further login form which requires an authorized user to enter
their credentials as well before you are allowed access to the system. In this case, you
should ask your system administrator for the names of one or more such users whom you
can contact when you need to access the system.
Note:
Note:
If you are entitled to authorize other users, note that you must first log in and
change your temporary password to one of your own choosing before you
can authorize others.
10
Replaying Recordings
Setting a Password
If your password has not yet been set, you will be automatically taken to the Change
Password page. Here you should
1. Leave the Old Password field blank.
2. Enter a New Password
3. Enter the same in the Verify New Password field
4. Click OK
You will now be taken to the search and replay page.
Note:
Note:
If the control does not download successfully, consult your System
Administrator.
Whenever the software on the system is upgraded, you may also be prompted to
download an updated version of these controls.
Utility Links
At the top right of the page, there are some links that perform basic functions:
Refresh
Click this link to refresh the page. It acts identically to the Search button and will perform
the search again using the filter settings currently entered.
Help
Click this link to access online help.
Change Password
This link is only visible if you logged into the application using an Avaya Contact Recorder
account. Click it to change your password as described in Setting a Password on page 11.
Tip:
If you accessed the application via a Windows Active Directory account this
link is not present.
Tip:
Logout
This link is only visible if you logged into the application using an Avaya Contact Recorder
account. Click it to log out of the application.
Tip:
Tip:
If you accessed the application via a Windows Active Directory account this
link is not present.
Logging Out
If you logged into the application using an Avaya Contact Recorder account, your session
will be timed out automatically after 15 minutes of inactivity. To log out sooner, click the
Logout link at the top right of the screen.
If you accessed the application via a Windows domain account you remain authorized to
use the application as long as your Windows authorization is valid.
12
Replaying Recordings
Finding Recordings
Basic Search
To find the recording(s) of interest to you,
1. Enter the search criteria that define the recording(s) of interest. This must include a
date/time range and can include any combination of other search filters shown in the
left-hand pane.
2. Click the Search button.
Recordings that match your filter settings will be shown on the right-hand side of the
screen.
Security Restrictions
Each recording made by the system is marked in the database with one or more owners.
This is typically the extension number or agent number that was recorded (but can be
overridden by the System Administrator).
Note:
Note:
Each user account is given access rights to specific sets of owners. You
should ensure that your account is given the appropriate access rights.
Otherwise you will fail to find the recordings you are looking for.
Filter Fields
The filter pane on the left-hand side lets you specify one or more criteria that define the
recordings of interest. Normally these filters are empty when you first access the
application but if the System Administrator has enabled the feature, they will retain your
previous entry (if any) from one session to the next.
Most filters are enabled by selecting an operator from a drop-down list at the left and then
entering text in the neighboring box. For example, selecting Incl (includes) and typing
1000 will select calls where that field includes the text 1000.
Important details and tips regarding each of the fields shown are given below:
Finding Recordings
Tip:
The filter and column names vary depending on the type of telephone switch
being recorded
Tip:
The more precise you can be with this date range, the faster your searches will be.
Type the date or click on the calendar icon to pick a date from a calendar.
Parties
This field lists the parties connected to the call during this recording. These can be any of
the phone numbers that were used in the call. These include internal and external numbers
(e.g. ANI or dialed digits), agent identifiers, hunt group numbers, skill sets, VDN, CDNs
etc..This is the most useful filter setting after Call Start Range.
The order in which parties are listed depends on the setup of the recorder as well as the
direction of the call. As a result Incl (includes) is by far the most useful option.
Length
This field lets you select recordings by their duration.
Greater than (>) and less than (<) filters are most useful
Enter the duration as seconds or minutes and seconds (e.g. 80 and 1:20 are the same).
Call ID
This identifies the call and can be used to search for all recordings of a given call.
If a call is placed on hold, transferred or conferenced, multiple recordings can result. These
will all be tagged with the same Call ID.
14
Replaying Recordings
(includes) option and entering type: in the adjoining text box. Use the % (percentage)
character to match any character(s). For example, entering Incl and type:em% would find
calls where type is "emergency" or "empty".
Call Set
You can search for calls that have previously been placed into a specific Call Set. See
Using Call Sets on page 22 for more details.
The trash-can icon next to the drop-down list lets you delete a call set that you no longer
require.
Result Sets
Result Sets
When you perform a search, the right-hand pane shows the recordings that match the
filter(s) you have specified.
Viewing Results
The system restricts result sets to a maximum number of recordings (typically 100). Any
search you perform will return a maximum of this many results. This is necessary to avoid
accidentally overloading the recorder or the network as could happen with a very broad
query that otherwise could return millions of results.
If the number of results is more than ten, they will be split into pages of ten at a time. Click
on the page selection links at the top of the results table to view a specific page or previous
or next pages.
To see all the results on a single page (particularly useful if you need to print out the
results) click on the Show All link. Click on the Page at a time link to return to viewing 10
results at a time.
On the left hand side of each row in the result set, you may see one or more icons which
indicate the following:
This recording includes screen content
This recording does NOT contain any audio.
This call is "locked" into storage (see Locking and Unlocking Recordings on page 24
Sorting Results
By default, results are sorted by date, with the oldest recording at the top. To change the
sort order, click on an arrow at the tops of the appropriate column. The sort order that is
currently applied is that shown by the highlighted arrow.
16
Replaying Recordings
To make this easier, the Call Id field is actually a hot-link. Click on this link to search for all
recordings within 24 hours of this one that share the same Call Id and hence are part of
the same call.
Playing Recordings
Playing Recordings
When you see the details of a recording that you wish to play, you can fetch the recording
and play it.
Click to Play
The simplest way to start playing the audio is by clicking on the audio waveform shown.
Click a little to the left of the start of the waveform if you want to play the recording from the
beginning
Click anywhere within the audio waveform to play from that point onwards.
18
Replaying Recordings
Replay Controls
As your mouse moves over the replay control where the audio waveform is shown, a small
control bar will pop up.
You can use these buttons to skip backwards, play, stop and skip forwards respectively.
If the administrator has given you "export" rights, you will see an email and a floppy disk
icon at the right-hand end of these buttons. Click on these to email the recording as an
attachment or to save it as a standard WAV audio file respectively.
Screen Recordings
If the audio recording you want to play has any associated screen recordings, a small
screen icon will show next to the radio button. When you select the recording the audio will
load in the top of the screen as normal and the screen playback will show in the lower
portion of the screen. There may be more than one screen recording, in which case you
can click on the one you wish to concentrate on and it will expand as the others shrink.
Each screen recording is labelled with the user account or (if that is not available) the
name of the workstation that this recording shows.
If the recorded screen is larger than your window the whole screen may not fit. Use the
Scale to fit check box to compress the recording into the available space.
Use the
to close the screen replay window and return to the search results.
Exporting Recordings
Exporting Recordings
The recordings held within the Avaya Contact Recorder system and streamed to your
browser are deliberately kept in a format that is not immediately playable by anyone with
Windows Media Player (or similar).
You may be given the ability to export recordings to industry standard WAV files that are
readily playable on most PCs.
Permission to Export
If you are able to use the feature, you will see a floppy disk icon above the right-hand
column of checkboxes on the replay page and email and floppy disk buttons will appear
next to the play controls when you play a recording.
If you are not yet authorized to play a recording, you will not be allowed to export it either.
You should request authorization first and then, when this has been granted, play and
export the recording.
The default filename presented is the unique recording reference within the
Avaya Contact Recorder system. If you change this name, you should note
the calls original name in case you ever need to find it again.
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Replaying Recordings
Bulk Export
If you have to export a large number of calls, it can be very time consuming to export a call
at a time as described in Single Call Export on page 20. Instead, you can:
1. Click on the check-box to the right of each call you wish to export.
Tip:
You can change pages or sort the results to find other calls within the result
set. Those you have checked already will remain checked as you do so.
Tip:
Tip:
You can click the Select All or Select None links to check or uncheck all the
boxes.
Tip:
Tip:
Tip:
If you want to export most of the recordings, it can be quicker to click Select
All and then uncheck the few that you do not require.
2. Click the floppy disk icon above the checkbox column to start the export.
3. Choose a name for the export index HTML file. The audio WAV files will be placed in
the same directory as the index file.
4. Open the index file in Internet Explorer. This makes listening to the recordings easier.
Having selected the file location, the progress bars at the top show how many calls have
been exported successfully. A red block in the bar indicates a problem with the export.
Note:
Note:
It is not possible to export screen recordings.
Note:
Note:
Call Sets are defined globally. That is, every user will see the same list of
Call Sets. Which of the calls marked as being in these Call Sets they can
actually search for and replay, however, is still determined by their own
replay access rights. If you are not allowed to search for a call then you will
still not be able to do so even if it is placed in a Call Set.
Tip:
Tip:
You can click the Select All or Select None links to check or uncheck all the
boxes.
Tip:
Tip:
Tip:
If you want to select most of the recordings, it can be quicker to click Select
All and then uncheck the few that you do not require.
2. Click the folder icon with the green plus sign (and popup tag Add to Call Set) above
the checkbox column.
3. In the popup dialog that appears, either enter a new call set name or select an existing
one.
4. Click Enter.
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Replaying Recordings
Note:
Note:
This does not actually copy or even retrieve the audio content of the
recordings. It simply creates a cross-reference in the database between
each recording and the call set.
Note:
Note:
This does not actually delete the recordings themselves. It merely removes
the cross-reference in the database between these recordings and this call
set.
Note:
Note:
This does not affect the actual recordings at all. It simply removes the
cross-references between any recordings and this Call Set and then deletes
the Call Set record.
Call Sets
The three system-wide call sets used to manage locked recordings are:
Lock Failed: Any recordings that someone asked the system to lock but could not be
retrieved.
Lock Pending: Recordings that someone has just asked the system to lock. Normally
these will move into the Locked call set within a few minutes.
Locked: Recordings that have been successfully locked into storage and will not be
purged until subsequently unlocked.
If your account allows locking or unlocking of recordings, you can search for recordings
that are in each of these call sets in the same way you search for those in other call sets.
Use the other search filters - such as the call start range - in combination with the
appropriate call set as required.
When you search for recordings in any of these call sets, an additional column, labelled
Notes appears automatically next to the padlock icons. This shows the username of the
account that requested the lock, the date and time at which they requested the lock and
any reason they entered at the time.
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Replaying Recordings
specifically at one of the three lock related call sets or performing a search that happens to
include a recording that has been locked.
There are three different icons:
Locking Recordings
If your user account is permitted to lock recordings, you will see
results column. To lock one or more recordings:
Enter the reason for your lock request into the text box on the dialog that pops up and
click Lock.
The recordings you selected will be placed into the Lock Pending call set along with your
user details, the date and time of the request and the reason you entered. Within a few
minutes, these will be processed and start to move automatically to the Locked call set or
(if they cannot be retrieved) to the Lock Failed call set.
Note:
Note:
Note:
A recording may only hold part of a telephone call. When calls are placed on
hold and retrieved, this creates multiple recordings. When consultation calls
are made, these create further recordings. Make sure that you have
selected all the individual recordings that make up the call or calls of
interest. Search by call identifier or by parties and date/time range to find
other fragments of the call that should also be locked.
Note:
If you attempt to lock a recording that is already locked, this will have no
effect and will not change the reason shown for the original lock. You can
only change this by unlocking and re-locking the recording.
Unlocking Recordings
If your user account is permitted to unlock recordings, you can do so by:
Select some or all Locked recordings using the Call Set drop down and, optionally any
other search filters so their details are displayed.
Select which recording(s) you want to unlock by clicking the checkbox in the right-hand
column next to the required recordings. To select all recordings, use the checkbox in the
header row (but note that this will select all recordings across all pages of the results not just the page of results you are currently viewing).
Click
Enter the reason why you are unlocking these recordings into the text box on the dialog
that pops up and click Unlock.
The recordings you selected will be removed from the Locked call set and will later be
purged from the system by the System Administrator.
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Replaying Recordings
Replay Authorization
If your System Administrator has enabled the optional Replay Authorization procedure,
you may find that you have to submit a request to obtain explicit authorization to play a
recording and/or you may be asked to authorize others to replay recordings that they have
requested.
The procedure is as follows:
1. Anyone requiring authorization to play one or more recordings can select these and
then submit a request - giving their reason for wanting to replay the recordings.
2. An email is sent immediately to one or more "authorizers" who can grant or reject this
request - either of which results in an email to the original requestor notifying him of the
decision. They can then play the call for a defined period (default 48 hours) before the
authorization expires.
3. A follow-up email is sent (typically daily) to the authorizer(s) for any requests still
outstanding.
4. Any requests not answered in a defined time (72 hours by default) are passed on to
one or more "fallback" authorizers.
If you are affected by this procedure, additional information is given in the following
sections according to your role in the process.
Meaning
Notes
White checkbox
Amber
checkbox
Red checkbox
Replay Authorization
Left-hand
column
Meaning
Notes
Gray checkbox
Radio button
You will also notice an additional section labelled Replay Requests just above the Search
button. The drop-down list in this box lets you select recordings that you have asked for
authorization to replay. These are separated into those still Pending authorization by a
particular user, those Authorized to be played, those Rejected and those that were
granted but have now Expired. You can combine searches on these call sets with other
fields - such as the date and time - to search within these sets of calls.
To request authorization to play one or more recordings:
1. First try to collect all associated recordings together so that a single request can be
sent with a specific justification covering them all. Do this by refining the query or, if a
single query cannot select all the recordings you need, first place them in a call set of
your own and then search for all calls in that call set.
2. When you have the recordings on screen, check the box in the left-hand column for
those you want to be allowed to play. If this is all the calls in the results (including those
on other pages of results) you can simply click the checkbox in the header row to
select them all at once.
3. Click the
in the header row above the checkboxes and a pop-up dialog will appear.
4. Enter your reason for wanting to replay these recordings and click OK.
You will be advised via email when your requests are granted or denied but you can also
check the progress of your requests by searching for calls in the pending, rejected and
authorized call sets using the drop-down above the Search button.
Once a request has been granted, you can search for the call again - either using the
original search or, more easily, the drop-down list of Replay Authorization related call
sets. When you search using one of these special call sets, an additional column is
inserted into the left-hand side of the results display. This shows the timestamp and reason
entered for the request, rejection or authorization.
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Replaying Recordings
or
6. A pop-up dialog will appear. Enter your reason for granting or rejecting the request and
click OK.
Bear in mind that you may not be the only user who has been sent this request and hence
you may find that someone else has already granted or denied the request. You can
access the Pending call set for each user that is still waiting for you to make a decision.
The system may be configured to require more than one authorization, in which case a
recording may still be in your Pending call set even though someone else has already
authorized it.
If there are any requests outstanding after 24 hours, you will receive a reminder,
summarizing the pending requests. If any are still outstanding after a predefined period (72
hours by default) the request will be copied on to one or more "fallback" authorizers. These
fallback authorizers can also handle requests immediately if notified manually - without
having to wait for the time limit to expire.
Replay Authorization
If you are one of these authorizers, you can authorize or reject calls as described above
under "Those Providing Authorization" but you also have access to the pending call sets
for all users. This allows you to authorize requests ahead of the time limit if required.
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Replaying Recordings
Appendix A: Troubleshooting
This appendix describes a number of common problems and the steps you should take to
correct them. You may need to contact your System Administrator for assistance with
some of these.
For most problems with Search and Replay, consider the following diagnostic approaches
to narrow down the cause of the problem:
Search for a different call, for example, one that is more recent or older; shorter or
longer
Log in as a different user with different replay restrictions
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Troubleshooting
Cannot Log in
If you can access the log in page but cannot log in:
1. Check that the administrator has entered your account with exactly the account name
you are using. Check the domain and username if using Windows accounts.
2. Check the Caps Lock key is not on. The password is case sensitive.
3. Ask the System Administrator to reset your password. Log in with a blank password
and change your password when redirected to the Change Password page.
Relax your search criteria one at a time. It may be that one of the fields you are searching
for is invalid or not as you expect.
No Audio graph
This means that the recorder has not sent the audio to your PC.
1. Check the server logs for errors.
2. Note the call's 15 digit reference number (shown if you hold the mouse pointer just to
the right of the radio button that you click to retrieve the recording. Search for that wav
file in the calls path to confirm that the recorded file exists.
3. Check connectivity and available bandwidth to the client PC.
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Troubleshooting
36
Troubleshooting