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Poltys Call Recording User’s Guide Version 1.3

Poltys Call Recording Call Recording...IP Call Recording NOTES: No recording boards are necessary. IP-PBX internal port traffic shall be mirrored to Poltys Call Recording. Poltys Call

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Page 1: Poltys Call Recording Call Recording...IP Call Recording NOTES: No recording boards are necessary. IP-PBX internal port traffic shall be mirrored to Poltys Call Recording. Poltys Call

Poltys

Call Recording

User’s Guide

Version 1.3

Page 2: Poltys Call Recording Call Recording...IP Call Recording NOTES: No recording boards are necessary. IP-PBX internal port traffic shall be mirrored to Poltys Call Recording. Poltys Call

Poltys, Inc.

3300 N. Main Street, Suite D, Anderson, SC 29621-4128

+1 (864) 642-6103, [email protected]

www.poltys.com

©2016 Poltys, Inc. All rights reserved.

The information contained in this manual is based on information available at the time of publication and is subject to change without notice. Accuracy and completeness are not warranted or guaranteed.

No part of this manual may be reproduced or transmitted in any form or by any means, including electronic medium or machine-readable form, without the express written permission of Poltys, Inc. Brand or product names are trademarks of their respective owners.

April 2016

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Contents

OVERVIEW ..................................................................................................................................5

INTRODUCTION .............................................................................................................................5 TARGET CUSTOMERS.......................................................................................................................5 CONFIGURATION............................................................................................................................5

IP Call Recording....................................................................................................................6 Legacy Call Recording .............................................................................................................6

KEY FEATURES..............................................................................................................................7 BENEFITS ....................................................................................................................................7

USING CALL RECORDING ............................................................................................................9 INTRODUCTION .............................................................................................................................9 STARTING CALL RECORDING SUPERVISOR .............................................................................................9 EXPLORING THE MAIN MENU ........................................................................................................... 11

File Menu ............................................................................................................................ 11 Skins Menu.......................................................................................................................... 11 About Menu ......................................................................................................................... 12

USING QUICK ACCESS TOOLBAR ...................................................................................................... 12 MANAGING CALL HISTORY INFORMATION ............................................................................................ 12

Handling the Recorded Audio Conversations ............................................................................ 14 Sorting Call Records ............................................................................................................. 17 Grouping Call Records........................................................................................................... 19 Filtering Call Records ............................................................................................................ 20 Building Advanced Filters ...................................................................................................... 24 Viewing Preferred Record Fields ............................................................................................. 26

REVIEWING CALL HISTORY ............................................................................................................. 28 PRODUCT SUPPORT...................................................................................................................33

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Contents

4

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Overview

Introduction

Poltys Call Recording is a standalone client-server voice solution that provides:

Non-intrusive voice recording on ISDN PRI/ Analog trunks, SIP/ MGCP/ ISDN BRI/ Analog extensions

Multiple users access

Historical voice streams management and playback

Call reviewing by notes, risk level, tags and more

Call signaling and voice archiving

Automatically send emails with conversation attachments

Playback via default Windows Media Player

The recorded conversations are useful in improving call quality, Customer relationship management,

Agent training, and evaluation or to preserve important information & questions from Customers.

The recorded call conversations are saved in a .wav format and playable by your computer's default

Windows Media Player.

Target Customers

Call Centers and Customer Services

Insurance and financial services

Attorney Offices

Government Institutions

Medical Centers

Configuration

Poltys Call Recording is a client-server solution consisting of two software components: Call Recording

Server and Supervisor.

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6 Installing and Configuring Call Recording

The diagrams below presents two of Poltys Call Recording typical functional configurations.

IP Call Recording

NOTES:

No recording boards are necessary.

IP-PBX internal port traffic shall be mirrored to Poltys Call Recording.

Poltys Call Recording Server requires the second NIC to receive the mirrored traffic.

Legacy Call Recording

NOTE: Call recording boards are connected non-intrusively to the PBX trunks.

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Installing and Configuring Call Recording 7

Key Features

Automatic real-time conversations recording using non-intrusive packet sniffing/ tapping boards

Record ISDN PRI/ Analog trunks, SIP/ MGCP/ ISDN BRI/ Analog extensions

Support for up to 5 concurrent Supervisor users

Configurable restriction lists per user using Dialed/ DID numbers

Restrict call tapping

Restrict call conversation playback

Compatible with any type of PBX/ IP-PBX systems

Stamp recording with caller Trunk Number, Caller ID, DID, and Dialed number information

Playback/ Export/ Email call records

Review conversations by Agent Names, Notes, Risk levels and other specific tags entered by

Supervisor

Automatic backup based on predefined schedule

No time limit for call recording

Expandable anytime by license for IP recording or by adding extra recording boards for legacy

telephony lines

Benefits

Increase Customer confidence, maximizing productivity and dramatically improving employee

performance

Improve call quality control through Agent answering time, customer hold time and lost calls number

Help evaluate and analyze agent-customer interactions

Accurate record of what was said, by whom and when, avoiding the need for repetition or speaking

slowly

Helpful aid for Agent training

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8 Installing and Configuring Call Recording

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Using Call Recording

Introduction

This section is intended as a guide for end-users that describes the usability of the Poltys Call Recording

solution. The following topics are covered:

Starting Call Recording Supervisor

Exploring the Main Menu

Using Quick Access Toolbar

Managing Call History Information

Reviewing Call History

Starting Call Recording Supervisor

To start the Poltys Call Recording Supervisor application

1. Double-click on the Call Recording shortcut on the desktop, or run it from Start | All Programs | Poltys

| Poltys Call Recording.

2. Login with the credentials granted to you by the Poltys Call Recording administrator.

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10 Using Poltys Call Recording

3. Click on OK button. The Poltys Call Recording main window is displayed.

Inside the main window, you can navigate between the two following sections:

Call History – allows you to manage the call recordings, review the information and evaluate the

quality of the call conversations with your customers

Settings – allows you to configure the server settings regarding the call recording filters, email

preferences, database backup schedules and the users allowed in the system. For more information,

refer to Configuring the System section in this document.

NOTE: You must login with the Administrator credentials in order to be allowed to modify the information in the Settings Poltys Call Recording section.

To exit Poltys Call Recording

1. Press Alt+F4 or click button and select Exit.

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Using Poltys Call Recording 11

Exploring the Main Menu

The options available within the Poltys Call Recording Main Menu are:

File

Skins

About

File Menu

Option Description

Shutdown Supervisor application.

Allow you to export the Call History records to CSV or PDF files.

Allow you to print the Call History records to the selected printer.

While browsing the Call History list, you can filter out the information displayed using the options:

Skins Menu

Option Description

Allow you to select GUI theme out of the 23 predefined skins available. The default skin is Black.

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12 Using Poltys Call Recording

About Menu

Options Description

Opens the About window, which presents the licensing information of the Poltys Call Recording and contains additional information like product version and copyright details.

Using Quick Access Toolbar

Find the Quick Access Toolbar in the left upper part of the Poltys Call Recording main window.

The available menu tabs are the following:

Change Skin – choose the skin for the Poltys Call Recording GUI. The default skin is Black.

Show Quick Access Toolbar Below the Ribbon – change the position of the Quick Access Toolbar below

the ribbon and above the Poltys Call Recording Main Menu.

Managing Call History Information

To view the call recording history section click on Call History tab. In this section you will find information

about all incoming and outgoing calls recorded by Poltys Call Recording.

The Poltys Call Recording call history records consist of the following database fields:

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Using Poltys Call Recording 13

Field Type Description

Start Date Read-only The call starting date stamped by Poltys Call Recording. Read-only field.

Start Time Read-only The call starting time stamped by Poltys Call Recording. Read-only field.

Duration Read-only The total call duration including both the call control and the voice conversations. Read-only field.

End Date Read-only The call ending date stamped by Poltys Call Recording. Read-only field.

Caller ID Read-only The Caller ID phone number as tapped by Poltys Call Recording from the call control information exchanged on the PRI lines. Read-only field.

Dialed Number

Read-only The dialed phone number as tapped by Poltys Call Recording from the call control information exchanged on the PRI lines. Read-only field.

Trunk Number

Read-only The PRI timeslot number the call was encountered on. Read-only field.

File Path Read-only The file path on the Poltys Call Recording Server disk that stores the recorded audio conversation. Read-only field.

Call Notes User-editable

Text field that allows you to store additional information about the call recorded for further references. Refer to the Reviewing Call History section for more information. User-editable field.

Call Grades User-editable

Numeric field that allows you to rank the quality of the call with regards to the topics discussed. Refer to the Reviewing Call History section for more information. User-editable field.

Agent Name User-editable

Text field that allows you to set the Agent Name that handled the call for further references. Refer to the Reviewing Call History section for more information.

Follow-up User-editable

Flag that indicates that the call requires further actions to be performed. User-editable field.

Category User-editable

The following options are available in order to classify the call risk for further references: None - Default value

Low risk

Medium risk

High risk

Refer to the Reviewing Call History section for more information.

Tag User-editable

By default, the Tag field indicates if either the audio conversation corresponding to the call was successfully recorded or was skipped due to the recoding filter configured. The field can be subsequently used to mark the call with additional text information (e.g. the name of the department the Agent that handled the call belongs to). Refer to the Reviewing Call History section for more information.

Customer Name

Read-only The predefined Customer name.

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14 Using Poltys Call Recording

Field Type Description

Customer Phone

Read-only The predefined Customer phone number that must match the Caller ID above.

Customer Company

Read-only The predefined Customer company.

Customer Address

Read-only The predefined Customer address.

Customer Code

Read-only The predefined Customer code that may help grouping the customers by category codes.

Handling the Recorded Audio Conversations By right clicking on a Call History record, you have access to the following options:

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Using Poltys Call Recording 15

To save the recorded audio conversation to the disk:

1. Select Save to disk option:

2. Click on OK button.

To send the recorded audio conversation via email

1. Select Send to mail recipient option:

2. A new message is opened by your default email client having the audio file attached. Fill in the

recipient address and click on Send button.

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16 Using Poltys Call Recording

To listen to the recorded audio conversation

1. Select Play option:

2. Your default Windows Media Player is started and the audio conversation is played back. Close the

media player when you are done.

To delete a record

NOTE: You can delete Call History records only if the Poltys Call Recording Administrator granted you with delete permission.

1. Select Delete records option or click on the Delete button located at the bottom of the Call

History list.

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Using Poltys Call Recording 17

2. Click on Yes button. Please note that you can handle multiple Call History records at a time.

Sorting Call Records By clicking on a column header, the Call History information is automatically sorted descendant by that

field. Click again on the column header and the call history is sorted ascendant by that field.

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18 Using Poltys Call Recording

Example

1. Click on the Start Time column header to get the Call History information sorted ascending by this

field.

2. Click again on the same column header to get the information sorted descending.

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Using Poltys Call Recording 19

Grouping Call Records By dragging a column header above the Call History list you create a grouping rule. To disable the

grouping rule, drag the column header back to its original position.

Example

1. Click on the Category header and drag it above the list. Category field now groups the Call History

information.

2. Expand the groups by clicking to the button.

3. To disable the grouping rule simply drag back the column header.

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20 Using Poltys Call Recording

Filtering Call Records

Quick Filter

You can easily filter the Call History list by any record field.

Example

1. Drag the mouse pointer to the Category header and click on the arrow icon. A popup window is

displayed containing all available filter options:

2. To filter the Call History list, select the desired value to be applied in the corresponding record field.

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Using Poltys Call Recording 21

3. The Call History list presents all records in the database that have the selected value in the

corresponding field.

The filter rule is displayed at the bottom of the Call History list.

4. To disable the filter, click again on the arrow button from the corresponding field and select (All) or

click on button.

NOTE: All record fields in the Call History list offer the filtering feature; just drag the mouse pointer on the field header of your choice.

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22 Using Poltys Call Recording

Custom Filter

You can define custom filters using multiple criteria for any record field.

Example

1. By placing the mouse cursor on the Category field header you will see an arrow button. A popup

window is displayed containing all available filter options:

2. Click on (Custom) option.

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Using Poltys Call Recording 23

3. The Custom AutoFilter window is displayed. Specify the filter criteria for the Category field.

4. You can add additional condition the filter.

5. The Call History list presents all records in the database that correspond to the selected filter criteria.

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24 Using Poltys Call Recording

The filter rule is displayed at the bottom of the Call History list.

6. To disable the filter, click again on the arrow button from the corresponding field and select (All) or

click on button.

NOTE: All record fields in the Call History list provide the filtering feature; just drag the mouse pointer on the field header of your choice.

Building Advanced Filters Poltys Call Recording allows you to define advanced filters based on combined conditions applied to the

record fields.

Example

1. Right-click on a field header in the Call History list and select Filter Editor option. The corresponding

window is displayed. Select Category field.

2. Click on <enter a value> option.

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Using Poltys Call Recording 25

3. Select High Risk.

4. Click on Add button to append a new condition to the filter.

5. Click on [Category] and select Trunk Number option.

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26 Using Poltys Call Recording

6. Click on <enter a value> option and type the trunk number.

7. Click on the Apply button. Poltys Call Recording presents all records that meet the combined filter.

The created filter rule is displayed at the bottom of the Call History list.

8. To disable the filter, click again on the arrow button from the corresponding field and select (All) or

click on button.

Viewing Preferred Record Fields You can customize the set of visible record fields presented in the Call History list.

To display a new record field of interest in the Call History list

1. Right-click on a field header in the Call History list and select Column Chooser option. The

Customization window is displayed.

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Using Poltys Call Recording 27

2. Click on the preferred field in the Customization window and drag it to the Call History list.

3. Click on the Close button in the Customization window.

To remove a record field from the Call History list:

1. Right-click on a field header in the Call History list and select Column Chooser option. The

Customization window displays.

2. Click on the header of the field you want to remove from the Call History list and drag it to the

Customization window.

3. Click on the Close button in the Customization window.

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28 Using Poltys Call Recording

Reviewing Call History

Poltys Call Recording allows you to review the Call History records any time by adding useful information

in the specific fields helping you to organize the call records for further.

The following user-editable fields are provided for reviewing purposes:

Field Description

Agent Name Agent Name that handled the call.

Follow-up Flag that indicates that the call requires further actions to be performed.

Category The following options are available in order to classify the call risk: None - Default value

Low risk

Medium risk

High risk

Call Notes Memo information about the call.

Tag By default, the Tag field indicates if either the audio conversation corresponding to the call was successfully recorded or was skipped due to the recoding filter configured. The field can be subsequently used to mark the call with additional text information (e.g. the name of the department the Agent that handled the call belongs to).

Call Grades Ranking field for call quality qualification with regards to the topics discussed. The Agent performance can be classified using this field.

NOTE: All sorting, grouping and filtering operations presented in the section Managing Call History Information are also available for the Call History fields meant for reviewing purposes.

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Using Poltys Call Recording 29

To review the Agent Name field

1. Click on the Agent Name field of the Call History record you want to modify.

2. Enter the new information. The record is automatically updated in the Call History database.

To review the Follow-Up field

1. Click on the Follow-Up field of the Call History record you want to modify.

2. Select the preferred option from the list. The record is automatically updated in the Call History

database.

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30 Using Poltys Call Recording

To review the Category field

1. Click on the Category field of the Call History record you want to modify.

2. Select the preferred option from the list. The record is automatically updated in the Call History

database.

To review the Call Notes field:

1. Click on the Call Notes field of the Call History record you want to modify. The specific text window

displays.

2. Enter the new information. The record is automatically updated in the Call History database.

3. Click on OK button. The record is automatically updated in the Call History database.

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Using Poltys Call Recording 31

To review the Tag field

1. By default, the Tag field indicates if either the audio conversation corresponding to the call was

successfully recorded or was skipped due to the recoding filter configured. Click on the Tag field of the

Call History record you want to modify.

2. Enter the new information. The record is automatically updated in the Call History database.

To review the Call Grades field

1. Click on the Call Grades field of the Call History record you want to modify.

2. Enter the new call grade value. The record is automatically updated in the Call History database.

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32 Using Poltys Call Recording

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Product Support

Poltys tech support engineers are always available to answer your questions at:

Phone: +1 (864) 642-6103

Support: [email protected]