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User's Guide

1 - Introduction

1.1 - Product Overview

CallReplay is an easy to use VOIP call recording solution that implements the corporate call recording keeping policy and provides secure and easy access to call records.

It allows managers to review and score phone calls according to their work group.

Users are empowered by providing them with accurate records of their calls.

CallReplay is a self-contained software recorder which includes everything necessary to record VoIP calls (besides the Operating System and server hardware): database, web server, Java, etc.

1.2 - Features and Benefits

  • Automatically Record Phone Calls - Damage control and increased accountability in your personnel, suppliers and customers.
  • Manual (On-Demand) Control: recording can also be initiated by the user using the browser or IP Phone Service. Both
  • Full Call and Partial Call recording modes are supported.
  • Multiple Recording Methods: CallReplay supports both port mirroring (SPAN) and forked recording (SPANless).
  • Hardware recording coming soon!
  • Monitor live calls: Listen to a call in progress, through the browser or IP phone service. You can also whisper to the agent without being heard by the external party (IP phone service).
  • Browse Recordings by Agent - Superb browsing interface tracks agents across multiple phone numbers.
  • Search by caller ids, phone numbers, annotations, time, description, tags, etc.
  • Replay, Annotate and e-Mail phone call recordings. Easy, secure access to call recordings, using a web audio player, desktop audio player or IP Phone Service.
  • Tagging & Searching calls with customized hierarchical tags has never been easier.
  • Call Scoring & Custom Forms - Integrated agent scoring and reporting module
  • Agent Call Statistics Reports: the number of calls made, received, etc by each agent
  • Email Notifications: automatically send email when a predefined number appears in a call.
  • Backup & Restore: Archive calls on DVDs, HD-DVDs, BluRays or SANs. A single DVD can store up to 15,000 calls of 5 minutes each, due to the state-of-the-art voice compression technology incorporated in CallReplay.
  • Reverse Caller Lookup - Displays the caller name and business unit using the company Phone Directory.
  • Multi Site Replication: using queued replication, you can record many network partitions and centralize recordings at the HQ. Recording and replication survive a downed WAN link.
  • Specialized Speech Compression lowers the storage requirements 8 times over MP3 and allows 18,000 hours of phone calls storage on one 120 GB hard drive.
  • Call History - follow a call as it is transferred, put on hold or parked
  • Audit Replays – prevent recordings abuse by browsing the list of accesses to a call.
  • XML Phone Service – handily review your past calls from your XML enabled phone (Cisco IP Phones 7940, 7960 & 7970). Authenticate, Browse, Play, Rewind, e-mail, mark important. You can also assign calls to folders.
  • Access Control Lists – fine grained permission system to allow listening and acting on calls.
  • Automatic Software Update - the easiest, fastest way to apply patches
  • Thin Client Deployment – The administration and user tools run in all web browsers supporting Flash.
  • Integrated Support Tools – Request & receive technical support with a few clicks, by using the integrated log packer and TeamViewer support tool.
  • Passive network sniffing assures zero impact of recording on PBX performance and improves system reliability.
  • Try Before You Buy – Download a fully-featured evaluation version with a friendly configuration wizard from: http://www.call-replay.com

1.3 - User login

Login

You connect to the CallReplay web interface by opening the address supplied by your system administrator. Next, login with your user account.

To change your password, go to the top right of the call replay web console and select your login name, which will then display a drop down menu as below

From here you may review your profile

Change your password and logout

When selecting Change Password the following screen is displayed where you can cahneg your password and also your PIN

2 - Recordings

2.1 - Replay Calls

Replay Calls is the main user page. From here you can play and search recordings and access the call details page for each recording.

Introduction

From the top menu choose Calls:

Menu > Calls

The Replay Calls page is divided in 4 zones:

  • the top zone holds a variety of filters. These can be added (or removed) to refine your selection, or search for a specific call. The default view lists all the calls of the day.
  • the left window holds all selected filters. Each filter you add will create a new vertical section for that filter. You can then customize the newly added filter.
    💡 please note the cog in the right top corner of every filter section. You can use it to refine the filter’s functionality.💡
    Just click the x sign at the top right to eliminate the filter. If the close sign is not visible, increase the filters window width by dragging on it’s edge.
  • the center window lists the recorded calls, according to the applied filters
  • the rightmost window will display various options and information about the selected call

Note: You can only play the calls that your user account has permission to playback.

Quick Play

To quickly listen to a recording, just click on the play button next to it. The player will activate at the bottom of the page.

From here you can play your selected call by pressing the highlighted button.
Notice the caller ID's, first the caller then the called, the start date&time and the duration.

In addition to listening to recorded calls, if a call has an associated transcription, shown by the ‘TR’ bullet, a text transcription is accessible for the call. To access it, just select the call and the TRANSCRIPTION page in the call details window. From here you can view and save the trasnscription of the recorded call.

Tip: click on a dialogue segment to begin recording playback at that timepoint.

Live Monitoring

If a call is in progress it can be monitored. For this, press the play button, as you would for a reorded call. A player will activate at the bottom of the page.

Properties of the call

Click on the chevron > button or just select a call for the details window to populate. Here you can view the call details, view/change the call’s category, set description of call, assign users/categories or export the call to email or to disk using wav or speex format. 

Questionnaires

For call rating and quality control you can use this tab to fill in any questionnaire you may have defined.

Editing Descriptions

In the text box enter the description you want. Then click the Save button.

Quick Save - Mailing

The options presented are Save Call or sending it by E-mail using the Wav or the Speex format.

Wav (Waveform Audio) A common audio uncompressed file format for Windows computers (.wav). It has the advantage of being played by any Microsoft Windows sound application, the disadvantage being that it is uncompressed, thus, very large.
Speex A free software speech codec designed for VoIP which provides very good quality speech and low bit rate, thus, occupying less disk space.

3 - Questionnaires

3.1 - Managing Questionnaires

General


A questionnaire contains questions, grouped into categories.For each question can be defined a set of predefined answers. The status of a questionnaire can be Active or Disabled.

The list of questionnaires is found in Quality > Quality Standards.

The following operations are available: adding, editing, deleting and cloning.

To add a questionnaire, press Add button.

To edit an existing one press Edit button.

For creating a questionnaire based on an existingone, press Clone button.

Unused questionnaires can be deleted. Press Delete button.

Quality Standard Editor

Press Add or Edit button for editing questionnaire.

This editor allows to add / edit or delete categories and questions. Press Add button to add a category or a question.

3.2 - Call Evaluation

Evaluation

The questionnaires are accessible in recordings list through extended actions menu.

Replay Calls > Call Menu

The Questionnaire menu shows the questionnaires labels with the following information:

  • Evaluated questionnaires have their score displayed to the right of the label ( ex: QS 1 ).
  • If a questionnaire has a 'N/A' answer, then it will be marked and shown as incomplete ( ex: sta ).
  • If a questionnaire has all 'N/A' answers, the score will not be shown and only incomplete will be displayed ( ex: QS 2 ).
  • For not evaluated questionnaires, only their label is shown (ex: sta (2) ).

Calculating scores

Each question can have a real score between 0 and 1 ( ex: 0.5 = 50% ). Unanswered questions have score 0.

The question's importance is a coefficient applied to the question's score. It has one the following values:

  • Ignored = 0
  • Low = 0.5
  • Medium = 1
  • Important = 2

Questions of type text have importance 0 ( Ignored ) by default.

When calculating the total score of an evaluated questionnaire, the following algorithm is applied:

  1. Sum each answered question's score multiplied by its importance
  2. Scale the result to a value between 0 and 100% based on the maximum achievable score of the questionnaire ( sum of answered questions importance ).

Note that if a question has 'N/A' answer, it is ignored from evaluation's total score. It is considered as if not answered, and the total score will scale accordingly ( for example, you can have an evaluation score of 100% if the first question is answered '10' and the second is answered 'N/A' ).

Reports

To view reports containing questionnaire scores, go to Quality>Reports.

Choose report type Compare Scores, period of the report, department, and quality standard.

To view the report press View report button.

To export the report to an excel file, press Export button.

4 - Further Reading

4.1 - Phone Services

Using the IP Phone Service

The IP Phone Service allows users and managers alike to benefit from a couple of useful functions.
These are: Recordings, Monitoring, and Record on demand. They are all described below in the application Main Menu section.
Note: The Monitoring function in the IP Phone Service is only accessible to Managers.

Login

Here you will enter your username and PIN.

Services menu

After the login, you will be presented with this screen.

  1. Select the Services menu.
  2. From the Services menu, select application name

Phone Service Menu

There are three options in the application IP Phone Service Main Menu:

Recordings It allows call playback, moving a call to a folder and email to the address set in the application Configuration. Monitoring It allows monitoring of a selected phone number. Record this call It allows Record on Demand.

Open Recordings then select the extension you want

In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly.

Now you are presented with the list of calls from that extension. From here you can play move calls to application folders and E-mail them to the address set in application Configuration.

 

Monitoring

From the main application menu, open Monitoring and select the extension you want

In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly.

Next you must enter the Phone Number you want to monitor
After you have finished your selections, you should see the window below as a confirmation

On Demand Recording

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Allows an agent the recording of a call in progress. Regardless of the moment you gave the command to record, that conversation will be recorded entirely.



4.2 - Get Help

User Manual

The user's manual can be found in the help menu.

Help > Manual > User’s Guide

TeamViewer Support

(TBD)

Remote Support

Some issues might require the CallReplay support personnel to connect to your PC for a remote support session, in which case, they will request a remote session. You can start a remote support sessionby going to Help > Remote Screen Connect

A new tab will open, please start a session.

Enter your name here

Save and run the file that is prompted for download.

Allow the File to run, and allow the necessary permisions.