Connected Office Voice Call Recording User Guide

COV Call Recording User Guide Connected Office Voice Call Recording User Guide 12/10/2015 1

COV Call Recording User Guide Contents Getting Started – Dashboard Login . 3 Main Profile Screen . 4 Main Screen Example. 4 Recordings. 4 Recording Overview . 5 Playing a Recorded Call . 6 Annotate a Recorded Call. 6 Incorporation Into CRM . 7 Email Recorded Call . 7 Comments . 8 Placement Into Category . 8 Filtering Calls. 9 Download Specific or Multiple Calls . 11 Export Calls to Excel Spreadsheet . 12 Recycle Bin . 13 Deleting Calls . 13 Restoring Calls from Recycle Bin . 14 Empty Recycle Bin . 15 Calls in Progress . 15 Monitor . 16 Whisper . 16 Barge . 17 Audio Mining . 17 Creating Audio Mining Packs. 17 Filtering using Audio Mining. 18 Reports . 19 Export Excel Reports . 20 Create Charts . 20 Alerts . 21 Creating an Alert . 21 Recording Policies . 23 Creating a Policy . 23 Customer Service and Support . 25 2

COV Call Recording User Guide Getting Started – Dashboard Login Follow the steps below to access the Connected Office Dashboard Login. Step 1 Action Access: Connected Office Voice Customer Portal Navigate to Hosted Call Recording, Applications & Portals 2 The Log In screen will appear as shown below. Note: Your username and password will have been emailed to you. The portal allows for monitoring of the portion of the network utilizing call recording. Which includes monitoring of calls, establishing monitoring rules, times, and triggers. You can also generate alerts, disable recording, and generate reports Note: Cincinnati Bell Business is responsible for the management, monitoring and repair of the network core infrastructure, network connectivity and equipment deployed at the customer premise. Adds, changes, or moves requested after install through the Customer Care group may be charged as a fee. 3

COV Call Recording User Guide Main Profile Screen Once you have successfully logged in to the web portal, you will be at the main reports screen. From this screen you have the ability to see phone activity, listen to recordings, generate reports, and establish system alerts. Throughout the administration portal each screen has a HELP option for more information about the system. Clicking this option will bring up an entire table of contents for the call recording system, from which you can navigate to the appropriate section. Main Screen Example Recordings The following section will cover the call recordings. The available call recordings are limited to the phones for which recording licenses were purchased. Your Call Recording service had 30GB of available storage space. It is important to remember that these recordings can be downloaded at any time and stored on a resident server. To access the recordings screen select the “Recordings” tab. 4

COV Call Recording User Guide The service will appear. *Note: This screen will vary depending on the volume of calls recorded Recording Overview The main call recording screen shows each user’s recorded call, as well as the day, date, time, phone number, and duration. This screen will allow for the following actions: Play recording Annotate recording Incorporation into CRM Email recorded call Comments Placement into category Filtering calls Download specific or multiple calls Export calls to excel spreadsheet 5

COV Call Recording User Guide Playing a Recorded Call Press the “Play” button next to the appropriate call. Annotate a Recorded Call Press the “Annotate” button next to the appropriate call. This will bring the following screen: Call annotating allows for a marker to be placed at a specific moments in the call, and notes made about those moments. For example, if the customer gave the employee a compliment 1:32 seconds into the call, you could move the marker to that moment in the call and annotate it for future reference. 6

COV Call Recording User Guide Incorporation Into CRM To incorporate a call into CRM (e.g., Sales Force) you would press the CRM button bring forth the following screen: this will Placing the URL and appropriate username and password will allow this to be archived into your CRM account. Email Recorded Call To email a recorded call press the email button Pressing the Email button will open your default email client (Outlook is recommended). The above link when clicked by the email recipient will open their default media player and allow them to hear the recorded call. 7

COV Call Recording User Guide Comments To leave a general comment about a call, press the comments button up the comments screen. This will open The call comments are general comments about the overall call. Unlike annotating a call, you can not specify a marker to flag a certain moment in the call. Placement Into Category The category option for calls allows for calls to be placed in specific categories for organizational purposes. Using this feature will allow you to organize calls after listening to them and annotating or commenting on them. For example, calls which belong under customer kudos or complaints may be placed into the appropriate categories. Once reports are generated, you can see exactly which calls belong under the selected categories. In order to place a call into a category you must first create the desired categories. Press the “Manage Categories.” categories. 8 A box will appear to create new

COV Call Recording User Guide Type in the desired Category Name and press Add. Once the appropriate categories are created, click the “Category” field listed as the right of the comments button. to From here, you can select which category the call belongs. Once calls are categorized, you can choose to view calls that only fall under a pre-defined category. For example, the Customer Kudos category. (See filtering section). Filtering Calls Calls can be filtered so that only calls meeting predefined criteria are displayed. This can be helpful if looking for calls that are placed only by a certain employee or that fall under a certain category. The call filtering can be started by clicking the filter area pictured. Clicking “filter” will bring about the main filter menu. 9

COV Call Recording User Guide From here, you are given a multitude of filtering options. To filter calls by Category, click the “By Category” button. This will bring up the available categories created under the Placement into category page, (Page 8). Click the desired categories and press “Apply Changes.” On the bottom of your screen only the calls that fall under the filtered category will appear. 10

COV Call Recording User Guide Download Specific or Multiple Calls Remember, your Call Recording platform can store 30GB of calls. However, at any time you are free to download calls for local storage. First, we must view the Recorded Calls. From here, select the calls you wish to download. Example: You wish to download the Customer Kudos calls. You would place a check in each of the call’s box within that category. 11

COV Call Recording User Guide After the desired calls are selected, click the “Download” button at the bottom Save the file to the appropriate storage device or directory. Export Calls to Excel Spreadsheet Exporting calls to Excel is a form of report generating. This will allow you to document all call activity and use an Excel spreadsheet to organize call activity. To export calls, look at the calls available within the selection of Recorded Calls. From here, you can export all calls or the selected calls. To export the selected calls, place checks in the boxes above. Then press the “Export” button. To export all calls, press the “Export All” button. By selecting the Export or Export All button, will bring up a download box allowing you to save the file or open it with Microsoft Excel. 12

COV Call Recording User Guide Once an exported call is opened in Excel, you will see all relevant call information. Recycle Bin The recycle bin is a place where tentatively deleted calls are stored until they are fully removed from the system. Once a call leaves the recycle bin it is permanently deleted and cannot be recovered. This section covers: Deleting calls Restoring calls from the recycle bin Empty recycle bin Deleting Calls To delete calls from the recorded calls section, navigate to Recordings. 13

COV Call Recording User Guide Select the calls to be deleted. Click the “Delete” button *Note: When clicking Delete, you will not be prompted to verify that you wish to delete the selected call, but it can be recovered from the Recycle Bin. Once a call is deleted, it can be seen in the Recycle Bin tab. Restoring Calls from Recycle Bin To recover a call from the recycle bin select the appropriate call. 14

COV Call Recording User Guide Press the “Recover Selected Calls” button Empty Recycle Bin From the recycle bin tab, identify the “Empty Recycle Bin” button Alternatively, individual calls can be selected by placing a check box in the box next to the appropriate call and pressing the “Delete Selected” button. Calls in Progress The calls in progress tab will show all of the currently active calls and perform actions as part of monitoring or barging into the call. These functions may be useful for training, behavior issues, or legal reasons. Here are the following aspects of Calls in Progress: Monitor Whisper Barge The three options are featured next to the active calls within the Calls in Progress menu. 15

COV Call Recording User Guide Monitor Call monitoring allows for no participation of the active call. Monitoring can be used when training or screening an employee’s behavior. From the Calls in Progress tab, select the monitor button. Once the monitoring button is pressed, you will see a file to be opened. Opening this file will be a live stream of the call as it is in session. *Note: There may be a slight delay between the computer playback and the actual live conversation. Whisper Call Whisper, allows a manager to dynamically instruct the agent while they are on a call, without the customer being aware of the verbal exchange of an active telephone call. To whisper into a call press the Whisper button. 16

COV Call Recording User Guide Barge Call Barge allows for intervention in an active telephone call. To Barge into a call press the Barge button. Audio Mining – Only Available with Emerge Audio Mining allows you to enter key terms or phrases that the system will search recorded calls for and presents those results. Inversely you can search for calls that the term does not occur. This enables you to ensure call quality and control. For audio mining to work you must add and release audio mining packs. Once a pack is created and released it will be available from the filtering tab to assign to recorded calls. This section covers: Creating Audio Mining Packs Filtering using Audio Mining Creating Audio Mining Packs To create an audio mining pack navigate to the audio mining tab under Recordings. 17

COV Call Recording User Guide Click the Add button. Filtering using Audio Mining To filter using the Audio Mining tab, navigate to the recorded calls and click the Filter option. Click the Filter box Click the “By Audio Mining Pack” box and select the appropriate audio mining pack from the dropdown. 18

COV Call Recording User Guide By clicking “Apply Changes”, the portal will begin filtering calls and display the criteria entered. Reports The Reports tab is used to generate reports, monitoring call activity from number, dates, times, usage, and all other relevant information to administration. To navigate to the reports page, click the Reports button. From here, you can: Export Excel reports Create Charts After navigating to the Reports tab, you will be given an overview of the phone’s network activity. 19