BT One Phone.Call recording user guide.

Everything you need to know to get the most out of the call recording feature on the BT One Phone portal.

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What’s in this guide.

1. Introduction. 3

2. Setting up for call recording. 4

3. Accessing call recording. 73.1 Logging in. 7

3.2 Extra points for administrators. 8

4. Navigator. 94.1 Choosing a default page. 9

4.2 Using the top bar. 9

5. Replay. 105.1 How to perform a search. 10

5.2 Quick picks. 11

5.3 Results grid. 11

5.4 Linked calls. 13

5.5 Adding notes to calls on the grid. 13

5.6 Call replay. 14

5.7 Using search criteria to refine searches. 14

5.8 Search management. 15

5.9 Replay preferences. 16

6. Media Player. 176.1 Using the Media Player

for the first time. 17

6.2 Replay controls. 17

6.3 Standard replay controls. 18

6.4 The loop replay control. 18

6.5 Volume control. 18

6.6 Wave graph control. 19

6.7 Media player functions. 19

6.8 Audio effects. 19

6.9 Replay speed. 20

6.10 Spoken time. 20

6.11 Call authentication. 21

6.12 Call export. 21

6.13 Call annotation. 22

6.14 Call deletion. 22

6.15 Media Player time display. 23

6.16 Media Player lite mode. 23

7. Timeline view. 247.1 Timeline overview. 24

7.2 Understanding the timeline. 25

7.3 Basic functionality of the timeline control. 25

7.4 How to select calls on the timeline. 26

7.5 Toolbar selection control. 27

7.6 Timeline descripti on selection. 28

7.7 Single call replay on the timeline. 28

7.8 Sequential replay of multiple calls. 28

7.9 Linked calls. 29

8. Results toolbar. 308.1 Play/stop control. 30

8.2 Export control. 30

8.3 Zoom control. 30

8.4 Selection control. 31

8.5 Axis description. 31

9. Keystroke shortcuts. 32

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1. Introduction.

BT One Phone is a phone system that lets you handle all your calls – mobile or office – through your mobile phone. The BT One Phone call recording feature is designed for this flexible system – it works with every call, whether to or from a landline, mobile or extension number.

This means you can travel as you need to, secure in the knowledge that you have every call recorded and can listen to them wherever you are – you can even share them with colleagues without being in the same place.

It works with all BT One Phone solutions; all you need to do is set it up – which is simple to do and explained here – then follow this guide to help you get the best from it.

So let’s begin.

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This section will take you through the three easy steps to setting up your options on Microsoft Internet Explorer for call recording.This will make sure you can easily access and use all of the features available to you without delays or problems. Take a look through the settings explained below and change the ones that apply to you.

Adding the details of the Media Server (which is the part that lets you listen to the calls) to your list of trusted sites means the security settings for it will be lowered. This will let you use call recording without constantly having to deal with security alerts.

• Click on Tools from the toolbar and select Internet Options from the menu. This will open in a new window.

• Select the Security tab from the top of the Internet Options window. Then click on the Trusted Sites icon, followed by the Sites button.

• You should now be looking at the Trusted Sites screen as shown below. Where it says Add this website to the zone, enter https://recording.btonephone.com and click the Add button.

• You will notice that the name is added to the list of trusted sites.

The web browser will now fully trust the call recording software.

2. Setting up for call recording.

Step 1. Add BT One Phone call recording to your list of trusted sites.

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If you should have access to some non-web-based applications but can’t see them in the top bar it means you are not allowing Active X Scripts to run. You’ll need to enable this to bring back the icons and be able to launch non-web-based applications from the web browser.

First you need to access Tools >> InternetOptions >> Security >> Trusted Sites as before, but this time click on Custom Level.

This will open the window shown here.

Go to Active X Controls and Plugins and find Initialize and script ActiveX controls not marked as safe for scripting. Enable this and click OK to accept. Refresh your screen and the non web based application icons should appear in the top bar.

2. Setting up for call recording.

Step 2. Allow the ‘Active X Script’ to Run.

The final step is to download a recorder certificate – this will complete the installation.

Go to the downloads page in the support centre, and you should see the screen below. Save the file to your machine.

Go to wherever you have saved your file, right click on it and choose the Install Certificate option, as below.

When the install wizard starts, click on Next.

Step 3. Install the recorder certificate.

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Please follow the next stages carefully as we won’t be using the default settings.

If you have any problems at any time during the installation process, contact us on 0845 154 8844 or 8844 from your BT One Phone.

On the next screen, select the Place all certificates in the following store option, then click on the Browse button.

A list will appear as shown below – choose Trusted Publishers from it, then click OK followed by the Next button.

Check that the details shown are all correct – go back and make any changes if you need to. Once you’re happy with everything, click the Finish button and you should see the following message.

2. Setting up for call recording.

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Once your system is set up and ready, you can log in to the BT One Phone service through the portal. www.bt.com/btonephoneportal

The BT One Phone welcome pack and user guides explain how to access the BT One Phone portal and create a password. Add your your username (that’s your mobile number, with 44 at the beginning, no zero and no spaces) and password as shown below, and click on Login now.

This is the page that you will see when you first log in to the portal. From here you can check your contract details, your data, text and voice usage, or follow the quick links to make purchases or change settings – it’s also from these quick links that you can access call recordings.

When you want to search for and listen to recorded calls, just press the Call recording button from the Quick actions section at the bottom of the screen. A new window will open and you’ll be automatically logged in to call recording, where you can listen back to your calls – we will talk about how to do this in more detail in the Replay section.

3. Accessing call recording.

3.1 Logging in.

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3.2 Extra points for administrators.

If you’re the administrator, you can buy Call Recording for other people very quickly and easily by navigating to their name and clicking on Call Recording Extra for them.

Purchasing call recording.

3. Accessing call recording.

All call recordings will be stored for one month. This is the default setting, but if you want to keep them for longer, you (as the administrator) can click on Call Recording Storage Extra as shown below. Purchasing this extra storage means you can keep your recordings for any length of time between 12 months and seven years.

Securing extra storage.

All calls made after the order is processed will be saved for the longer length of time; calls already made won’t have their storage time extended. Calls are kept based on the storage policy at the time of the call.

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The first time you log in to call recording, you’ll see the navigator, as shown below. It might look a little bit different, depending on your permissions, but each icon represents a different feature that’s available to you. Clicking on the symbols will take you to the relevant page; hovering over them displays the feature name (e.g. Replay, Configuration etc).

You’ll see the navigator every time you log in to call recording, unless you’ve chosen another default page (see below). If this is the case you can access the navigator from the top bar, which is always on display – just hover over the navigator button (shown below) to bring it up; to hide it again, move your cursor outside the black lines.

To ‘pin’ the navigator, click on the button. If you want to hide it once it’s been pinned, click outside the black lines on the navigator button again, or on one of the icons.

4. Navigator.

Some of the icons in the navigator might give you the option to Make Default Page, as shown below.

Click on the button to go straight to this feature every time you log in – if you change your mind, click the button again to remove it then click on your preferred icon to make that your default page instead.

4.1 Choosing a default page.

4.2 Using the top bar. The top bar is used to move between the different features of call recording. On the far right hand side of the bar you’ll find the Options menu and the Logout button. Click on Options to update your preferences and settings for replaying your calls.

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5. Replay.

The Replay button lets you retrieve and listen to your recorded calls. Over the next few pages we will help you get to grips with everything that Replay can do for you, from searching for a particular conversation to listening to short sections of your recorded calls.

The first time that you use Replay, this is what you will see – the start of a new search. As you can see, the screen is split into three panels: Search at the top, Results underneath and Media Player at the bottom. These panels represent each stage of the call retrieving process.

Search panel - this is where you create your search and add the criteria for your chosen call(s).

Results panel - this is where the results from your search are shown.

Media Player panel – this panel lets you replay the calls displayed in the results grid above.

To find a particular call you’ll need to set a search range – to do this just type in a start and end date between which your call took place. Click on the Search Range bar on the right hand side of the screen to open two calendars from which you can choose your dates and times.

5.1 How to perform a search.

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The outcome of your search will appear in a results grid as shown below.

If there aren’t any matches, you’ll see a message telling you this instead.

5. Replay.

If you prefer, you can use one of the preset timescales to kick-start your search.

You can refine your search by using the Add Search Criteria button – see section 5.5 for more information.

Once you have set your dates and the desired criteria, click the Start Search button below.

5.2 Quick picks.

5.3 Results grid.

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You can also use this drop-down menu to show or hide the columns in your grid.

To re-order the columns simply click and drag the column headers to where you want them. The column next to the new position will be highlighted, as shown below.

The grid format means that you can arrange the data in a way that means something to you. To sort your calls in ascending or descending order, hover your cursor over a column header and click on the arrow that appears – this will bring up a drop down menu. From here, choose Sort Ascending or Sort Descending as shown below.

5. Replay.

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5. Replay.

Linked calls lets calls that have been transferred or put on hold to be displayed as connected calls. Linked calls are shown using the following icon:

Click on the minus sign icon to minimise the row again.

When you click on this, the row expands to show the linked calls connected by a series of dotted lines. The parent (first) call is shown in bold and the linked (subsequent) calls are faded.

5.4 Linked calls.

5.5 Adding notes to calls on the grid. You can write your own notes against the calls on the grid by hovering the mouse over them. If you’re able to add details, the following icon will appear - clicking on it will bring up a text box to write in. If a box doesn’t come up, it is likely to be because you don’t have the relevant authorisation to add comments, so speak to your administrator.

The added notes will appear in any future searches that include the call, and will be seen by everyone who views the call, not just the person who wrote them.

You can also add comments using the Media Player – see the Media Player section for more information.

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5. Replay.

To play a call from the results grid, you just need to double click on it; you can set your replay preferences so that the Media Player opens automatically.

During playback, the call will be highlighted in green. To start listening to a different conversation simply double click on a new call and the Media Player will reload and start playing that instead.

If you need a bit more working space on your screen, the search, results and Media Player panels can all be minimised by clicking anywhere on the bar. Click again to bring them back into view.

5.6 Call replay.

You can refine your search even further by including more detail. Click on the Add Search Criteria button in the main search panel; this will open the box shown below – just click on the extras that you want to include for a very accurate search.

All Data search.

If you have some information to look for, but you’re not sure which field it will be in, click on All Data from the Select Search Criteria box.

5.7 Using Search Criteria to refine searches.

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5. Replay.

5.8 Search management. You can save your searches by typing a name for them directly into the search toolbar and clicking the Save icon pictured below.

This gives you the chance to go back and rename your search so you don’t lose the original.

To do this, click in the search toolbar and type the new name, then press enter or click the Save icon. If the Save icon is grey it means the search is already saved in its current state.

Save.

If you’re trying to overwrite a search that has already been saved, you’ll see the following warning:

If you try to open a saved search without saving your current search, you’ll see the following message:

Press Cancel if you want to go back and save your current search.

Viewing saved searches.

If you want to call up a search that has already been saved, click the drop-down arrow to the right of the search toolbar and select the one you want:

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Delete search.

If you want to delete a search, open it from the saved searches drop down list and click the bin icon shown. If the icon is grey, the search has not been saved so there’s nothing to delete.

5. Replay.

If you click on the Options dropdown in the top right hand corner of the Replay screen, the following choices will appear:

Replay Preferences – helps you to manage the way you choose, view and listen to your calls.

Set your preferences for the following options:

Display Results – choose between Latest Call First to see your results from newest to oldest, and Earliest Call First to list them from oldest to newest.

Maximum Number of Results – set the maximum to be shown by your grid, from 25 to 1000; please note that a high number may affect the speed of the search.

Search Closes Automatically – if this is enabled the search panel will close as the results are displayed.

Media Player Opens Automatically – click on Yes to open the Media Player panel whenever you select a call for replay.

Auto Expand Linked Calls – choose if you want to automatically expand linked calls once your search is complete.

Local Storage Directory – you can use this setting if you don’t have access to your local hard drive, or if you prefer to keep your user data on a network share.

5.9 Replay Preferences.

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The first time that you try to open the Media Player, you might see a message stating Trust Not Granted. If this happens, there are detailed instructions to get it started in the support centre.

To find the support centre, follow these three steps:

• Click on Options from the top bar. • Select the Support Centre option from the drop down menu.• Navigate to Error Messages > Replay Plugin Error Messages > I see a ‘Trust Not

Granted’ Message when I tried to Replay a call. Please follow the instructions carefully to make sure the certificate is correctly installed so you can get started.

6. Media Player.

This section will take you through how to use and get the best from the Media Player.

6.1 Using the Media Player for the first time.

6.2 Replay controls. Once you have accessed the Media Player, you’ll see these controls pictured below. There are two sets of controls so you can replay your calls with the clarity that you need. The standard controls can be found on the left hand side; the more detailed functions (see the Media Player functions section below) are on the right.

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6. Media Player.

6.3 Standard replay controls.

6.4 The Loop Replay control.

This bar shows the standard controls:

Click on this to replay a pre-selected part of a call on a loop – this might be useful if you need to verify facts or words used.

To loop replay:

1. Highlight the part of the call that you want to loop by clicking and dragging the mouse over the wave graph.

2. Click the Loop Replay button to begin.

3. Adjust the boundaries of the loop replay by clicking and dragging the edges of the highlighted area.

4. Stop by clicking on the straight arrow that appears in place of the loop icon.

To hear the rest of the call whilst keeping your selection, click the straight arrow icon which will have appeared. This will override the loop replay selection and let the replay carry on to the end of the call.

6.5 Volume control. It’s easy to control the volume of your call replay by using the sliders to the right of each of the wave graphs, as circled below:

One control for each channel means you can edit their volumes separately; this can be useful if one side of the call is quieter than the other. Mute a channel by clicking on the speaker icon to the right of each control, click again to get the sound back.

If you’ve clicked on the Auto Volume option, you won’t be able to adjust the volume manually.

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6. Media Player.

6.6 Wave graph control. You can interact with the wave graph directly; for example, if you want to jump straight to a specific part of a call you can simply click on the graph at that point to move there.

6.7 Media player functions. The tabs on the right hand side of the Media Player (shown below) let you use the more advanced functions to help make Call Replay, Call Export and notes as effective as they can be for you.

The options that you choose for each tab will be stored until you decide to change them, so there’s no need to update your preferences each time.

Your choices don’t permanently affect the actual recording; other people will hear it using their own preferences. This is true for everything apart from Annotations (the pen icon at the end), which lets you add notes. These are fed back to the recorder and update the call details held in the database, so they can be seen by other people.

6.8 Audio effects. Once you have accessed the Media Player, you’ll see these audio effects. The first section lets you enhance the quality of the playback, which is particularly useful if there are volume issues with the recording.

Auto Volume.

This equalises (or normalises) the volume level of both people on the call. This can help you hear the conversation better if someone is on a poor line or if they speak very quietly.

Silence Suppression.

This gets rid of any gaps in the call so all you hear is a smooth, flowing conversation without any of the silences that may have happened.

Audio Boost.

This turns up the volume of the call replay, so please use it carefully. If you try it when your volume is already set to high, and/or you’ve increased the sound level of your headphones, the output may be extremely loud.

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Mono/Stereo.

The drop down menu lets you choose whether a call replays in mono or stereo.

If you choose Mono, the two channels are mixed together so you hear them both out of the same speaker. Although the channels are mixed, you can still control the volume of each person separately.

If you choose Stereo, the call is split between the speakers. The local person (you or a colleague) will be in the left speaker with the other person on the right. Volume controls are also available in this mode.

6. Media Player.

6.9 Replay Speed. Click on this tab to listen to the call at the speed of your choice – slowing it down can help you catch every word said, while speeding it up can be useful if you just want a quick recap.

The pitch of the call will be corrected so you can understand what is being said, whatever the pace. To change the speed, either click and drag the slider to where you want it, or click directly on any of the numbers along the scale. The replay speed you’re using is shown on the left hand side.

6.10 Spoken time. The third tab states the time at ten second intervals during the replay of a call, beginning with its start time. The time is announced beforehand with the actual moment identified by an electronic ‘beep’, a bit like the speaking clock. This function can be used to accurately pinpoint who said what and when they said it.

• Choose Local Channel to hear it over the local caller’s elements of the call.• Select Remote Channel to hear it on the external caller’s elements of the call.• Click on Introduction Only to just hear the start time of the call and nothing else.

These options can be used independently or together.

If it’s critically important to hear the spoken time, it’s a good idea to turn up the volume using the slider and to remove any audio effects that might be boosting the call replay (like those mentioned above).

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6. Media Player.

6.11 Call authentication. The tab can display as green (which means everything is fine), amber (usually when the call data is being transferred to the Media Player) or red (the signatures don’t match). You can’t do anything to make an unauthenticated call turn into an authenticated one.

This feature lets you check the legitimacy of a call – the signatures from the recorder and the calculated digital signature should match.

6.12 Call Export. Use this tab to export your chosen call as a .WAV file – ideal for saving to your computer, or sharing easily with colleagues. Choosing High Quality Audio from the drop down menu will give you the clearest playback but a larger file; Low Quality Audio gives you a more convenient, smaller file.

Check the Use Replay Settings box to export the call with any specific settings that you’ve chosen while listening to the call (for example, if you’ve added spoken time or audio effect settings). These will be evident in the .WAV file and cannot be changed unless you re-export the call with them amended or removed.

You don’t have to export the entire call. Highlight the area that you want by clicking and dragging along the wave graph, then choose the Selection Only option from the drop down list before you click the export button:

When you click on the WAV button you’ll be able to choose a file name and location for your saved file, just as you would any other file.

Note: this feature is only present if you have permission to export calls.

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6. Media Player.

6.13 Call annotation. The final tab lets you record information against any call selected from the search results – this is the alternative method to doing it directly from the results grid, as mentioned in the replay section. As before, you can only make notes once an annotation field has been set up on the recorder and if you have the relevant permission.

Don’t forget that notes made in this way will also appear in future searches, with the comments visible to everyone who can see the call, not just the person who wrote them.

The fields available to you for comments are shown two at a time; scroll down to your other options using the arrow buttons on the right hand side. Click the OK button when you’ve finished.

6.14 Call deletion. This central tab lets you delete a call directly from the Media Player. Opening the tab and pressing the button will permanently delete the call from the recorder database. It’s a licensed feature, and you’ll also need permission before you can do it.

Delete is not generally available for users. Please contact BT One Phone for information on the use of the delete function.

Note: once a call has been deleted this can’t be undone.

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6. Media Player.

6.15 Media Player time display. You’ll see that the Media Player has four indications of time, as explained below:

(A) The start of the call according to the recorder (absolute time of call start).

(B) How far you are into the call in relative time.

(C) The actual point in real time that the call is being listened to (absolute time of replay position).

(D) The end time of the call according to the recorder (absolute time of call end).

6.16 Media Player lite mode. Even if you don’t have access to your local hard drive, you’ll still have a ‘lite’ version of the Media Player so you can replay calls, just with certain limitations:

• Timeline sync is disabled.

• Sequential replay won’t update the currently replaying call onto the grid.

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7. Timeline view.

The timeline view gives you a visual representation of your calls. This is another way to look at your search results, where different calls are represented as lines laid out across a chosen timeline in chronological order.

• An easy to understand visual view of your search results.• A way to investigate incidents with multiple parties.• An alternative method to search for a particular call.• The ability to export and replay calls directly from the timeline.• The option to switch back and forth between the grid view and the timeline view.• Easy access to the details of a call from within the timeline.

You’ll find the button for the timeline view at the top of the Results panel in the Replay screen, right next to the button for the grid view.

Once you’ve performed a basic search (as described on page 12), you can simply switch from the grid to the timeline view, where you can view the calls in more detail and replay them directly from the timeline.

The timeline screen has three main parts, as shown below:

We will now look at each of these elements and explain what they can do for you.

7.1 Timeline overview.

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7. Timeline view.

Whether you need to focus on a small area of calls, or want a broad overview of a large number of calls, the timeline can help you out.

As you can see, the timeline is divided up into segments – in the illustration the timeline spans about an hour divided into ten-minute sections. The timeline shows the period that there are calls. Each page only has 100 calls, so the timeline will show 100 calls and it will stretch to the relevant length. Zoom in to focus on calls happening within just one minute.

Looking horizontally, the timeline displays your calls represented as bars; each line of calls is known as an axis. If the number of axes is more than the space you’ve got on the screen, you can just scroll down the list to see those that are hidden.

You can sort your calls in any way that works for you – your axis could be a channel name, logical channel or group name. We’ll go into more detail on how to set this up in section 8.5.

7.2 Understanding the timeline.

7.3 Basic functionality of the timeline control.

Browsing the timeline.

You can move the timeline along to browse through your calls by clicking and dragging the background – this slides along so you can see earlier or later calls. Scroll down through your lists of calls using the scroll bar on the far right of the screen. It’s also possible to navigate the timeline by using the date view.

The timeline navigator.

If you’ve seen an area of calls that looks interesting, but it’s a lot further down the timeline compared to your current position, use the timeline navigator to get there quickly.

The navigator sits below the timeline and shows the same period that you’re looking at in the timeline but within the context of a full day. As each navigator section represents 24 hours, you can use it to move quickly to the following or previous day.

In the example below, the timeline runs from just before 12.30 to just after 13.10; underneath it there’s a box showing Monday 11th February with a vertical blue line in the middle of it – this line is called the viewfinder and it represents the same time frame (in this case from 12.30 to 13.10) within that day.

The navigator can be expanded and contracted by clicking on the navigator bar, as shown below:

All of the calls in the timeline will be shown within the navigator too, although they’ll be scaled down to fit the space so they’ll look smaller. Browse the navigator by clicking and dragging the background, just like with the timeline. If you see something in the navigator that you want to look at in more detail, you’ll need to use the viewfinder, as explained next.

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7. Timeline view.

The View Finder.

The View Finder is the highlighted area within the navigator, as shown. The timeline view will always show the calls made at the point of the View Finder.

You can move the viewfinder back and forth within the navigator; when you release it the timeline view will change to show what you’ve highlighted. You can also click straight onto the area of interest within the navigator to see your selection in the timeline.

Viewing extra call information.

There may be extra information available for some calls; if this is the case, a box will appear next to the cursor whenever you hover over the call. This works whether the call is selected or not.

7.4 How to select calls on the timeline.

You’ll need to select a call before you can use features such as replay and exporting. There are four methods for select a call from the timeline:

• Single click.• Ctrl + mouse click.• Click and drag.• Toolbar.

Single click selection.

To select a single call from the timeline, simply click it once. The colour of the call bar will change, confirming your selection.

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7. Timeline view.

Ctrl + mouse click.

To select multiple calls, click on them whilst holding down the Ctrl key – each one you click will be added to the list. Again, they will turn red as they are selected. You can deselect calls by clicking them again with the Ctrl key held down. Deselect all calls at the same time by releasing the Ctrl key and clicking in the background of the timeline.

Click and drag selection.

If you hold down the Ctrl key whilst clicking and dragging, you’ll notice a highlight box appears as shown below. Anything inside this box will be selected when you release your mouse button.

If you want to add more to your selection, simply keep the Ctrl key held down and drag again with another group.

7.5 Toolbar selection control. There’s a selection control in the toolbar at the top of the timeline window. Its buttons look like this:

Select All selects everything on the timeline.

Select None will deselect anything that has already been highlighted.

Invert Selection will highlight everything except the current choices.

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7. Timeline view.

7.6 Timeline description selection. You can quickly select every call on a particular axis by clicking on its title. If you hold down Ctrl and click on other axes, you can add them to your selection too.

To highlight a block of axes, select the first one then hold down the Shift key and click on a line above or below it; the group will include every axis between your first and second choices.

7.7 Single call replay on the timeline.

7.8 Sequential replay of multiple calls.

Double click replay.

Double click on a call in the timeline to replay it – the call will turn green as it begins. A line will appear within the call bar to show you the where you are within your call, much like the replay position within the Media Player – you can click around within the call bar to jump straight to a particular point.

If you zoom into the timeline view, navigating your call whilst it’s playing will be much more accurate. You can also expand the Media Player whilst in replay to use its features.

Results toolbar play button.

You’ll find a play button on the results toolbar. To use this, just select a call and click the button. At the start of the call, the play button will become a stop button so you can finish listening whenever you’re ready.

If you need to, you can select several calls from the timeline and replay them one after the other in chronological order.

To do this, select the calls you want to hear and click the play button on the results toolbar. The calls will start to play in order, based on their start time.

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7. Timeline view.

7.9 Linked calls. Linked calls are shown with the following icon:

When you click on this, a series of dotted lines will appear to show you which calls are linked:

You’ll see that the icon has changed to a minus sign – clicking on it will remove the dotted lines.

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8. Results toolbar.

The results toolbar works with both the timeline and the grid.Some of the features are only active within the timeline view; they’ll appear inactive when in grid view – below is what you’ll see in the timeline:

8.1 Play/stop control. This button lets you listen to selected calls from the timeline. All you need to do is select any call you want to hear then click Play. Once replay starts, the Play button becomes a Stop button.

When you click Stop to end the playback, the Stop button will turn back into a Play button. Don’t forget, you can also replay calls by double clicking them, as described above.

8.2 Export control. Use these controls to export a call from the timeline.

You can do it in two different ways:

The first option lets you export your chosen calls to your local hard drive in the . WAV format. Pressing this button opens an export application that will begin to process your request.

The export to analytics is only available to you if you have the analytics package. Choosing this option exports your calls in a suitable format.

8.3 Zoom control. The zoom control allows you to get closer to the timeline to view calls in more detail, or move further away for a broader picture.

Click the plus button to zoom in and the minus button to zoom out. When you’ve reached the maximum level (either in or out) the relevant button will disable, stopping you from going any further.

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8. Results toolbar.

8.4 Selection control. As mentioned above, the selection control lets you choose your calls quickly and easily. You can either highlight all calls, no calls or invert your current selection of calls.

8.5 Axis description. Each axis (the horizontal line) can hold calls that belong under one description. The description of each axis can be set using the drop down menu on the left, and used as a method of sorting your calls.

For example, if you sort your calls by Channel Name, all channel names would be listed down the left of the timeline with the calls associated with them going along each axis.

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9. Keystroke shortcuts.

The timeline is a user-friendly screen for all levels, but you can use the shortcuts once you get the hang of it to help speed up your workflow. Just make sure that your mouse is in the timeline area, otherwise the keystrokes won’t work.

Shortcut title Keystroke

Select all calls Ctrl + A

Deselect all calls Esc

Scroll up and down the timeline Up / Down Directional Keys

Zoom in Ctrl + Up or... Double Click on Viewfinder

Zoom out Ctrl + Down or... Ctrl + Double Click on Viewfinder

Nudge viewfinder left or right Left / Right Directional Keys

Multiple select calls click Ctrl + Click

Select multiple timelines Shift + Click

Offices WorldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2016. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.

July 2016 - PHME 73935