Miarec Customer Training - Momentum Telecom

User Guide

Miarec Customer Training

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MiaRec Call Recording

ContentsAccessing Web Interface ............................................................................................................5

Dashboard ..................................................................................................................................6

Call recordings views .................................................................................................................7

Playback call recordings .............................................................................................................8

Inline basic audio player ...................................................................................................................... 8

Advanced audio player ....................................................................................................................... 8

Searching calls ............................................................................................................................9

Advanced searching calls ............................................................................................................9

Saved Search ...................................................................................................................................... 11

Add notes to calls .....................................................................................................................11

Call notes inline .................................................................................................................................. 12

Call notes in new window .................................................................................................................. 13

Categorizing calls .....................................................................................................................13

View multi-part calls .................................................................................................................14

Visualization of multi-part calls ......................................................................................................... 15

Supported call scenarios ................................................................................................................... 16

Live monitoring ........................................................................................................................16

How it works ....................................................................................................................................... 18

System requirements ......................................................................................................................... 18

On-demand recording On-demand recording from Cisco phone ..................................................................................19

Check also .......................................................................................................................................... 19

On-demand recording using Cisco SPA phone .........................................................................20

On-demand recording using Mitel phone .................................................................................20

Mitel 6871i / MiaRec softkey integration ......................................................................................... 20

On-demand recording using Polycom VVX phone ...................................................................22

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On-demand recording using Yealink phone ..............................................................................22

Yealink T46S / MiaRec softkey integration ....................................................................................... 23


On-demand recording via Web portal ......................................................................................24

On-demand recording via API ..................................................................................................25

Pause/resume recording Pause/resume recording via Cisco phone .................................................................................26

Possible errors .................................................................................................................................... 28

Pause/resume recording using Cisco SPA series phone ...........................................................30

Soft key “MiaRec” is displayed on phone ....................................................................................... 30

Recording controls (Pause/Resume soft keys) ................................................................................. 31

Login to MiaRec phone services from phone .................................................................................. 32

Possible errors .................................................................................................................................... 32

Pause/resume recording using Mitel phone .............................................................................34

Pause/resume recording using Polycom VVX phone ................................................................34

Login to MiaRec phone services from phone .................................................................................. 36

How to close MiaRec phone services screen ................................................................................... 37

Possible errors .................................................................................................................................... 37

Pause/resume recording using Yealink phone ..........................................................................38



Pause/resume recording via Web portal ..................................................................................40

Pause/resume recording via API ...............................................................................................40

Reports .....................................................................................................................................40

Change own password .............................................................................................................42

Agent evaluation ......................................................................................................................42

Audit trail .................................................................................................................................44

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Confidential calls ......................................................................................................................46

Automatically mark calls as confidential .......................................................................................... 47

Manually mark calls as confidential .................................................................................................. 47

Access confidential calls .................................................................................................................... 47

Custom fields ............................................................................................................................49

File integrity check (watermark) ...............................................................................................53

Multi-language interface ...........................................................................................................53

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Accessing Web InterfaceMiaRec has a web-interface, which can be accessed from other computers via the network and/or the internet.

Inside web-browser address bar, type the full address of MiaRec server. The address may consist of IP-address or DNS/NetBIOS name. Alternatively, the address may contain a port number followed by a colon character. For example:

• http://1.2.3.4

• http://miarec.example.com

• http://miarec.example.com:8080

Contact your system administrator to find out the exact address for your MiaRec web portal.

If address is correct then you should see the login page:

However, if a web page is not opening, it's likely that a firewall on the MiaRec server is blocking incoming connections. Go to Firewall Configuration for details on how to remedy this issue.

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DashboardMiaRec’s dashboard provides a thorough overview of calls-per-day, average call duration, current active calls, etc.

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Call Recordings Views MiaRec supports the following call recording views as pictured:

View Description

All calls Displays all call recording, including active calls

Active calls Displays only active calls

My calls Displays call recordings associated with the current logged in user

By user Displays call recordings, which are grouped by user and user group

Not assigned to users

Displays call recordings, which were not assigned to any users; this view is visible to administrator accounts only. More details

By category Displays calls recordings grouped by category

Advanced search Displays advanced search form

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Playback Call Recordings

Inline Basic Audio PlayerClick on the Call List, and you will be able to see call details within a basic media player, which is right inside the call list.

Advanced Audio PlayerClick on Open in New Window and you'll see detailed call information with an advanced audio player.

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This visual audio presentation offers an easy way to detect periods of silence and talkover within the conversation

Searching CallsMiaRec allows you to search calls by utilizing different parameters, such as:

• Date range

• User or Group name

• Any text. The entered text is searched within caller/called phone number, name fields and call notes.

See also Advanced searching calls

Advanced Searching CallsThe Advanced Search web page provides the ability to search call recordings utilizing multiple criteria, such as:

• User

• Group

• Call ID

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• Phone number (FROM and/or TO)

• Date range

• Call duration

Each of these criteria supports different comparison operators such as:

• Equal To or Not Equal To

• Starts With or Ends With

• Includes

• Is Empty or Not Empty

• Match Simple Pattern

• Match Regex Pattern

• Before, After or Between

• Older Than __ Days

• Newer Than __ Days

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Saved SearchYou can save the searched criteria and use it later by clicking Save Search:

Add Notes to CallsIf you have the appropriate permission, you will be able to view and add new notes to call recordings.

These call notes are displayed inline and in a new window

Notes are displayed from oldest to newest; additionally, you can pin any notes to the top of the list (out of order).

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Call Notes Inline

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Call Notes in New Window

Categorizing CallsMiaRec supports categories for call recordings. When the user has the appropriate permissions, he or she may assign categories to calls, create new categories, etc.

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To utilize categories, Check one or more call recordings in a list, then click the Categories button. Next, Select one or more categories that you would like to assign to the call.

View Multipart CallsMiaRec automatically recognizes multiple call parts of longer interaction, such as when a call has been transferred from one agent to another, has been put on hold, ore when the agent has made a consultative call to his/her supervisor and then resumed the initial call.

When a call is a part of longer interaction, then a special icon is displayed in a calls list, and a link to the interaction web page is provided.

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Visualization of Multipart CallsMultipart calls are stored internally as multiple calls, but they are displayed to the user as a single audio file. This allows users easily play back the whole interaction in one click.

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Supported Call ScenariosMiaRec merges multiple call parts into a single interaction in the following call scenarios:

1. When an inbound call is transferred from one agent to another, both parts of the call will be added to the interaction.

2. When an agent puts their first call on hold, makes an outbound consultative call, and then returns to their original call, all three calls will be added to the interaction.

3. When an agent places a first call on hold to answer anew call.and then returns to their original call, then the second call is treated as an outside interaction. Only the first and the third call parts will be added to the interaction.

Live MonitoringThe Live Monitoring feature allows authorized users (supervisors) to listen to the active calls in real time. This feature helps monitor customer service in real time, train new employees and alleviate problems as soon as possible.

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A special application called Live Player needs to be installed on a supervisor’s computer. This application is designed to provide a superior audio latency (less than 200ms).

If you have the appropriate permissions, you will be able to see live monitor this call button when viewing active calls. Once this button is clicked, the Live Player application should start automatically. If it doesn’t start, then verify if it has been installed previously on a supervisor’s computer (you can download it from here).

Live monitoring feature supports two modes:

• Monitoring of a single call. In this case, the monitoring session automatically terminates when the call ends.

• Monitoring of consecutive calls of particular agent. In this case, a monitoring session is automatically restored when the monitored agent makes/receives a new call. The supervisor then initiates a live monitoring session and keeps automatically listening to the consecutive calls the particular agent is making in order to start monitoring of the consecutive calls, the supervisor needs to select one of the agents’old calls, and then click on “Open in new window” button, then he/she will see Live monitor phone ___ link.

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How it WorksThe Live Monitoring feature is built-in to MiaRec recording core. It doesn’t depend on a phone system, and works with any recording method, whether it's passive or active.

The Live Player application communicates with MiaRec’s recording core via RTSP protocol. If you see an error tell you that the “Server is off-line” inside the Live Player application, then verify firewall settings on the MiaRec server side.

System RequirementsTo Live Monitor calls, the following should be true:

1. The monitored calls should be assigned to agent. See Associating calls with users

2. Monitoring seat license (as agent) should be allocated to agent (menu Administration -> User Management -> Users)

3. In multitenant environment, the Live Monitoring licenses should be allocated to a tenant account (menu Administration -> User Management -> Tenants)

4. Supervisor’s role should have permission to Live Monitor other users’s calls (menu Administration -> User Management -> Roles)

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5. A firewall should not block access from supervisors’ computers to MiaRec server on ports 6554 TCP and 7000-7999 UDP. See Firewall configuration

6. The Live Player application should be installed on supervisors’ computers. You can download it from Download MiaRec

On-demand Recording from Cisco PhoneAgents may use their Cisco IP phones to enable or disable recording during a call and pause or resume the recording to comply with PCI requirements.

Check also• Pause/resume recording from Cisco phone

On-demand Recording Using Cisco SPA PhoneMiaRec integrates with Cisco SPA serice phones to provide on-demand recording control using a softkey.

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The photos below show example of Cisco SPA 504G with MiaRec XML application in action.

See also:

• Configure MiaRec phone services (Admin guide)

On-demand Recording Using Mitel PhoneMiaRec integrates with Mitel 6800 series phones (previously known as Aastra) to provide on-demand recording control using softkeys.

The photos below show Mitel 6867i phone integrated with MiaRec XML application in action.

Mitel 6871i / MiaRec softkey integrationUsers can press Record/No Record softkey buttons during a call to selectively record some calls (on-demand recording).

The following photo demonstrates Recording state. User can press No Record to disable recording.

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The following photo demonstrates Not Recording state. User can press Record to enable recording.

See also:

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On-demand Recording Using Polycom VVX PhoneMiaRec integrates with Polycom VVX series phones to provide on-demand recording control using softkeys.

The photos below show example of Polycom VVX 400 phone with MiaRec XML application in action.

See also:


On-demand Recording Using Yealink PhoneMiaRec integrates with Yealink phones to provide on-demand recording control using softkeys.

The photos below show example of Yealink T46S and T48S with MiaRec XML application in action

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Yealink T46S / MiaRec softkey integrationUsers can press Record/No Record softkey buttons during a call to selectively record some calls (on-demand recording).

The following photo demonstrates Recording state. User can press No Record to disable recording.

The following photo demonstrates Not Recording state. User can press Record to enable recording.

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Yealink T48S / MiaRec softkey integration

See also:


On-demand Recording Via Web PortalIf your user profile is configured for on-demand recording, then you or your supervisor may activate/deactivate recording in real-time during a call.

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If you decide during a call that you would like to keep recording, then a call recording will be stored in MiaRec from the very beginning of a call.

MiaRec supports Look-back Recording. The whole conversation will be stored in MiaRec, even if the user has made the decision to record a call at the very last second of a call.

In order to enable on-demand recording:

1. Change recording settings on agent’s profile page from always record to ondemand.

2. Grant agent or his/her supervisor permissions to trigger on-demand recording (see Role settings)

3. During a call, an agent or his/her supervisor should select active call in MiaRec web interface and click Open in new window button. Inside the opened web-page he/she will be able to see on-demand controls as shown in the screenshot below.

On-demand Recording Via APIMiaRec provides SOAP API, which may be used by a third-party application to control on-demand recording.

Check our developer documentation for details.

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Pause/ResumeRecording via Cisco PhoneAgents may use their Cisco IP phones to pause/resume recording to comply with PCI requirements.

1. Initial state (no calls in progress)

2. Click the MiaRec phone services button to see Recording Controls window.

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3. Click the Record button at the bottom to enable recording.

4. Click the Pause button at the bottom to pause (mute) recording.

Possible errors1. Error No call in progress

Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive this error message, verify that your call is shown in the MiaRec web portal.

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2. Error User is not configured in MiaRec

Error User is not configured in MiaRec means that MiaRec recognized this phone, and there is a call in progress, but no user has been created in MiaRec. As a result, MiaRec could not verify a user’s access permissions for recording control. Ask an administrator to create a user account in MiaRec for you.

3. Error Recording control is disabled

Error Recording control is disabled means that on-demand recording is disabled for this user. Ask an administrator to change recording settings from “record always” to “on-demand recording.”

4. Error Recording control is forbidden for user...

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Error Recording control is forbidden for user... means that your user account has no appropriate permissions to control on-demand recording. Ask an administrator to change permissions on your user’s role profile.

5. Error Pause recording is forbidden for your account

Error Pause recording is forbidden for your account means that your user account does not have permission to pause recording. Ask an administrator to change permissions on your user role profile.

Pause/Resume Recording Using Cisco SPA Series PhoneUsers may use their Cisco SPA series phones to pause/resume recording to comply with PCI requirements.

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Softkey MiaRec is displayed on phoneSoftkey MiaRec is displayed on Cisco SPA series phone when phone services are configured properly.

Recording controls (Pause/Resume softkeys)Click the MiaRec phone services button to see the Recording controls window. Press Pause softkey button to pause (mute) recording.

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Press Resume button to resume (unmute) recording.

Login to MiaRec phone services from phoneWhen you access the MiaRec phone services the first time from the phone, the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

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Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

2. Button Pause/Resume or Record/No Record is not shown.

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Pause/Resume and Record/No Record buttons are not shown when your role profile does not have appropriate permissions. Ask an administrator to change permissions on your user role profile.

3. Error Insufficient permissions

Error Insufficient permissions means that your user role profile does not have Phone services permission. Ask an administrator to change permissions on your user role profile.

See also:


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Pause/Resume Recording Using Mitel PhoneMiaRec integrates with Mitel 6800 series phones (previously known as Aastra) to provide pause/resume recording control using softkey for PCI compliance.

The photos below show Mitel 6867i phone integrated with MiaRec XML application in action.

Users can press Pause and Resume softkey buttons to temporary mute recording, for example, when customer speaks credit card number.

See also:


Pause/Resume Recording Using Polycom VVX PhoneUsers may use their Polycom VVX phones to pause/resume recording to comply with PCI requirements.

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1. Softkey MiaRec is displayed on Polycom VVX phone when phone services are configured properly.

2. Click the MiaRec phone services button to see the Recording controls window. Press Pause softkey button to pause (mute) recording.

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3. Press Resume button to resume (unmute) recording.

Login to MiaRec phone services from phoneWhen you access the MiaRec phone services from your phone the first time, the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

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How to close MiaRec phone services screenTo exit the MiaRec phone services screen, click the More button a couple of times until you see the Exit button. See the following screenshot for details.


Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

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2. Button Pause is not shown.

Pause/Resume buttons are not shown when your role profile does not have appropriate permissions. Ask an administrator to change permissions on your user role profile.

See also:


Pause/Resume Recording Using Yealink PhoneMiaRec integrates with Yealink phones to provide pause/resume recording control using softkey for PCI compliance.

The photos below show example of Yealink T46S and T48S with MiaRec XML application in action

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Yealink T46S / MiaRec softkey integrationUsers can press Pause and Resume softkey buttons to temporary mute recording, for example, when customer speaks credit card number.

Yealink T48S / MiaRec softkey integration

See also:


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Pause/Resume Recording Via Web PortalAgents may use MiaRec web-portal to pause/resume recording to comply with PCI requirements.

Pause/Resume Recording Via APIMiaRec provides REST API that may be used by third-party application to pause/resume recording.

ReportsMiaRec provides extensive reporting.

Reports are available from top menu Reports.

MiaRec supports multiple reports, such as:

• Per day

• Per group

• Per user

• Per tenant (for multi-tenant version)

• Agent evaluation reports

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Change Own PasswordIn order to change own password, click on your login name in the right top corner and select Change my password from drop-down menu.

Agent EvaluationAgent Evaluation module provides contact center managers a tool to evaluate and monitor agent performance.

Prerequisites:

• Evaluator should have appropriate permissions to evaluate agents (see Roles page)

• Agent should be assigned an Agent Evaluation license on userprofile page

To evaluate an agent, select a call recording and click Evaluate button in call details:

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Select which evaluation form to use for this call:

Listen to call recording and answer questions in this evaluation form. Once all questions have been answered, this call will be scored from 0 to 100 points.

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Audit TrailNavigate to menu Administration -> Maintenance -> Audit Trail to see the audit log. You can filter messages by many parameters, as follows:

• Date of action

• Initiator (user that performed the logged action)

• Resource that is associated with the logged action, such as call, user, group, etc.

• Action such as create, update, delete, change password, etc.

Additionally, you can search inside DATA field of audit log message.

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To view details of audit trail message, click on the View button and you will see the associated data. For example, you will see which fields have been modified in Update action:

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Additionally, when you view call details, user profile, or any other resource, you will be able to see all audit log messages associated with that particular object:

Confidential CallsSome call recordings may be marked as confidential. This feature is utilized in the following scenarios:

• The supervisor is a manager of a group of agents. He/she has access to all call recordings of these agents.

• Company’s executive makes a call to one of the agents.

Typically, such conversation between an agent and executive would be visible to the supervisor. However, when a call is marked as confidential, then this call recording would be hidden from the supervisor. A call recording may be marked as confidential either manually or automatically.

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Automatically mark calls as confidentialOn an executive’s user profile page, an administrator may check setting Mark all calls of this user as confidential.

Manually mark calls as confidentialAuthorized users may mark calls as confidential manually. Note, the user role should have enabled permission to Set confidential flag.

Access confidential callsAn administrator may grant permission to view confidential calls to authorized users, such as executives.

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Such permissions are configured on the user role page:

After that, authorized users will be able to see confidential calls:

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Custom FieldsMiaRec supports custom fields that may be used for storing any data, such as an order number, support ticket number, product name, call campaign, etc.

The custom fields may be displayed in call list (see below screenshot):

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Additionally, customer field values are displayed in call details:

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Users may use quick search or advanced search capability:

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Authorized users can edit custom field values on call details page:

In order to create custom fields, navigate to menu Administration -> Customization -> Custom fields and click Add button. You can select field type (Text, Date or Option) and edit/search settings.

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File Integrity Check (Watermark)MiaRec supports tamper-proof watermarking of audio files.

Multilanguage InterfaceMiaRec supports multilanguage user interface.

Different users may select different languages. It's possible to set language on multiple levels:

• Default language for all users (menu Administration -> System -> Language)

• Default language for tenant when multitenancy is enabled

• Default language for group

• Language for individual user

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The following screenshot shows MiaRec web portal in Spanish language.

A list of supported languages may be extended upon request.

See also:

• Translate MiaRec to other language

Documents

Miarec Customer Training - Momentum Telecom