Call Recording Guide

Voicenet Solutions guide to Hosted VoIP Call Recording

Getting Started.

How to Log In

To be a  system user you must first have been assigned a user name and password by an existing user with the relevant user management  permissions. 
Figure 1 -  Login Screen

1. Enter your  user name and password (remember passwords are  case sensitive).

2. Click on the screen’s login button to log on to the  system.

Note : The login screen is re-displayed if your Login fails. Contact your system administrator if you are unable to log in successfully.

How to Change Your Password

If this is the first time you have logged in as a new user, it is recommended that you change your password.  Similarly, if you think that someone knows your password, you should change it immediately.
 
Click on User Settings / Change Password - the Change Password screen appears
 
Figure 2 Change Password Screen

1. Enter your current password (remember it is a case sensitive field)

2. Enter your chosen new password (up to 10 alphanumeric characters, no spaces).
 
3. Enter your new password again in the Confirm Password field. 

4. Click OK  The screen reverts to the Change Password screen and ‘user password has been updated’ confirms the password change.
 
Note:
If you do not enter your existing password correctly, or you do not duplicate the new password correctly, you will get an error message explaining the problem.  Re-enter the relevant password(s) and try again. If you are still unsuccessful, contact your recorder administrator for assistance.

Download Replay Application

In order to replay calls you need to download the replay application to your PC.

1.Go to Downloads from the main menu.

2.Click the Replay and Export Application download

3.Save the installer file on your PC and then run it to install the replay application.

Carrying Out A Basic Search

The default call search defined on a Red Box Recorder is the Basic Search.  This search offers you the option of specifying a date and time period within which you want to search for calls.  The Basic Search can be started by selecting Search & Replay / Search.  The following screen is displayed:

Figure 3 Basic Search Screen

Using the date and time picker, specify a period of time within which you want to search for calls.  Dates are selected simply by clicking on the calendar date; time can be specified by highlighting the existing times and over typing.  Remember to use a colon (:) as the time separator i.e. 12:05:05.
 
Note that the search screen tells you the earliest date and time that the recorder has available in the callstore for searching. It is possible to select to replay calls from a removable archive that has been loaded for replay by selecting Search & Replay / Select Search and using the What to Search? pulldown menu.
 
Note:
If your user permissions limit which calls you are allowed to replay then other criteria may appear on the Search page – you cannot change these. If you cannot find the calls you need to then contact your Recording System Administrator who should be able to help.
 
Once you have specified your date and time range, click OK 

The results of the basic search will appear on screen in a similar format to this:
 
Figure 4 Basic Search Results

Depending on the number of calls displayed as a result of your search, you will see up to 100 calls that met the date and time range criteria. If the call you require is not in the first 100 calls then you can either refine your search criteria or click on the Next  Results button. 
 
By default the results are shown with the most recent at the top of the page – it is possible to reverse this using the Earliest Call First setting on the User Settings / Other page. See section 0.
 
It is now possible to replay calls directly from the search results shown simply by clicking on the Replay Call button  of the call that you want to hear.

Speed Dial

Figure 5 Call Replay Window

 
The call that you have chosen to replay appears on screen at the same time as the audio is replayed. If this screen does not appear then you may need to download and / or install the Replay Application.
 
On this screen you can see:
 
The call graphically represented by the blue zig zag lines – each line represents the parties to the call (this is only true for bi-directional VoIP calls – non-VoIP calls only have one line because the call audio is already mixed together at the point that it is being recorded). If you were listening to this call on a stereo headset, you would hear one party in your left ear and the other in your right ear. It is possible to change this to mono if you have just a single earpiece headset.

You have the option to change the volume of either party to the call via the volume sliders on the right hand side, and you can mute either party by selecting the Mute checkbox.

Replay Control 

You can go to any point in the call by using the control buttons in the centre of the window.

Pitch Corrected Variable Replay
The Replay Speed slider gives you control over how fast or slow you would like the call to be replayed.
 
If you need to obtain clarity about what one or other party is saying, you can slow the call down to as little as 25% call speed, with minimal loss of audibility.  Conversely if you want to speed through a long call to a point of interest without having to listen again to the whole call, you can set the call speed to as much as 400% call speed.

Call Details
The details of the call you are replaying are shown in the Call Details field.  If you export a call then these details are also mailed as a .txt file, attached automatically to the .wav file that forms the call itself.

Export WAV
The Export WAV button on the toolbar  enables you to automatically save the chosen call on any location on your network (local drive or network drive, depending on the connections that the user’s PC has).  The Call Details are automatically saved as a .txt file with the .wav file.
 

Export via Email

The Export via Email button on the toolbar  enables you to automatically email the call audio (as the .wav file) and its details (as the .txt file) to the recipient of your choice in a single operation. 

Clicking on this button will firstly generate an Export Options dialog box (as a rule accept the default settings and click OK) and then a blank email is generated, allowing you to add any text or subject you choose before sending the email in the normal fashion.

Other Settings 

User Settings / Other

You can select other settings here to suit your usage of the Call Recorder, such as which page to display upon logging in and other results settings – in particular, the order in which call search results are shown. The Initial Page setting could be set to the Search page for a user who is primarily concerned with replay.
 
If the Save Search Criteria control is checked then the last search criteria entered is always saved to allow searches to be easily repeated.

Limit Last Call Search can be made to return more entries if desired (up to 10) but this  may slow the search down especially on infrequently used recording channels.

Defining a Search

In this section you will learn how to define, execute and modify your own searches.  None of these are difficult to do, as Voicenet Solutions Recorders have been carefully designed
with ease of use as a priority, but it is useful to understand what the fields relate to, and the types of results you would achieve using the search builder.

Search & Replay / Define Search
To define your own searches, select Search & Replay / Define Search from the  menu.  If there have been searches already defined on your recorder, they will be listed.  If this is the first time that this option has been selected, the screen advises that no searches have been previously defined.  Click on the ‘Create Search’ button .  The ‘Create Search’ screen is displayed which displays all of the available database fields that can be searched upon.
 
Figure 7 The Create Search Screen

Search Title
Give your search a name that you will recognise it by in the ‘Search Title’ field.  Remember, there may be more than one user who has access to your recorder
using the logged in user account and who may also wish to define their own  searches.  Give your search a name that is meaningful to you and which will allow you to remember which is yours at a later date, for example “Sales Team Search” or “Transaction Sample”.
 
Data Source
The ‘Data Source’ field allows you to specify whether you are searching for calls from the recorder itself (the Callstore) or calls on a removable archive media.
 
Randomize Results
If ‘Randomize Results is set to ‘Yes’ the user can specify a percentage of the search results to be specified as ‘random’ in the search screen. For example, specifying 10% as the Randomized Result will return 10% of calls in a search on a random basis.
 
Criteria Fields
The criteria fields along the top of the table are used to define which operators are applicable to the relevant field and the sort order you want to see your report in.
 

Field Name Explanation

Field Name
Description of field to be used in search

Use as Criteria
There are a range of options (where applicable) that can be used to define the search. These can be ‘Specific’, ‘Range’, ‘Any Of’ or ‘All Of’.

Order in Criteria List
This defines the order in which the field will be displayed in the search results.  So ‘1’ in this field against a field name will mean that this field will be given 1st precedence in
sorting, ‘2’ will be given 2nd precedence and so on.

Use as Results Field
Click in the check box to show this field in the search results. Fields that are never populated by your recorder or of no interest to you can be excluded from the results table using this field.

Order in Results List
This sets the order of the field columns in the  search results.  A ‘1’ in this box against a field will mean that this field is shown as the 1st column, a ‘2’ will mean the 2nd column and so on.
 

Field Names

The field names displayed on the left hand side of the criteria table are those data fields that are used by the recorder to capture call data and which can be specified to be included in your search.  When you specify anything other than

the default ‘Not Used’ you will be asked to define what your criteria are, each time you carry out the search.  For example, if you specify in the Field Name ‘Extension’ ‘Specific’ when you carry out your search, there will be a field for you to fill in specifying which extension you are carrying this search out on each time you perform the search.

Use as Criteria

Not Used – This field is not used as a Search Criteria.
Specific – This field will be used and must exactly match the data in the database – wildcards can be used. For example %456 will find 123456 and 123% will find 123456 and %34% will find 123456. Range – Only of use when searching items that are ordered. Allows an inclusive range to be defined for the chosen field. Any fields where the data falls within the range will be a match.
 
Any Of – Finds calls that match ANY of the entered criteria for the chosen field. For example if 123,456 was entered then fields with data matching 123 or 456 will be found. All Of – Finds calls that match ALL of the entered criteria for the chosen field.
 
Note:
All search criteria are case sensitive and care should be given not to put leading or trailing spaces – the search is exact.
 
Once you have named your search and specified the data fields you want to search on, their sort precedence and how you want the columns displayed in your search results click OK .  
 
Please note, when you execute your search, if you find that you have made an error in your specification, it is very simple to return to the search and modify it.  You do not have to create a whole new search!
 
Once you have clicked on the OK button, the screen returns to the Define Search screen, with your new search listed.
 
From this screen you can:
 
Create a new search using the ‘Create Search’ button 
 
Modify any searches listed using the ‘Modify Search’ button  **
 
Delete any searches listed using the ‘Delete Search button  **
 
** You need to select the specific search that you want to modify or delete by clicking in the ‘Select’ field

Using Live Acquire

Live Acquire is a feature of your  Voicenet Solutions  that enables you to listen in on any call currently underway (provided that you have access permissions allowing you to listen to the particular extension – contact your administrator for permission settings).It is accessed by selecting Live Acquire from the main menu bar. The ‘Live Acquire’ screen is displayed. 

See Figure 13 Live Acquire Screen

From this screen you can listen directly in to any of the live ongoing calls displayed on the screen or perform a last call search on any of the extensions or channel names (depending on your recorder’s configuration) listed.  
 
You can do this by selecting the device name / number from the ‘Select the device’ drop down list and clicking either ‘Acquire’  (listen to a currently live call) or ‘Last Call Search’  to find the last call(s) made on this channel name.
 
Alternatively, you may click on the telephone symbol    to live acquire the current  call, or the channel name detail  to initiate the ‘Last Call Search’.