Masergy Call Recording

Masergy Call Recording Group Admin & Department Manager User Guide Document Date: 07-25-15 Call Recording Version: 4 sp 7 Masergy Call Recording V4...
Author: Kerry Shepherd
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Masergy Call Recording Group Admin & Department Manager User Guide

Document Date: 07-25-15 Call Recording Version: 4 sp 7

Masergy Call Recording V4sp7

Contents What is Masergy Call Recorder? ................................................................................................................. 3 Levels of administration.......................................................................................................................... 3 Web Portal Orientation............................................................................................................................... 4 Video Help ............................................................................................................................................... 4 Home Tab .................................................................................................................................................... 5 Recordings Tab ............................................................................................................................................ 6 Manage Recorded Call Columns ............................................................................................................. 7 Play a Recorded Call ................................................................................................................................ 8 Add an Annotation .................................................................................................................................. 9 Upload to a CRM ................................................................................................................................... 10 Email a Recorded Call............................................................................................................................ 13 Add Comments to a Recorded Call ....................................................................................................... 13 Categorize Recorded Calls .................................................................................................................... 14 MD5....................................................................................................................................................... 15 Apply a Filter ......................................................................................................................................... 16 Search.................................................................................................................................................... 17 Recycle Bin Tab ......................................................................................................................................... 18 Recover a Recorded Call ....................................................................................................................... 19 Download a Recorded Call .................................................................................................................... 19 Delete Recorded Calls (permanently) ................................................................................................... 20 Calls in Progress Tab ................................................................................................................................. 20 Monitor a Call........................................................................................................................................ 22 Monitor with Selective Recording a Call in Progress ............................................................................ 23 Add Comments to Calls in Progress ...................................................................................................... 23 Categorize Calls in Progress .................................................................................................................. 24 Reports Tab ............................................................................................................................................... 24 Alerts Tab .................................................................................................................................................. 29 Organization Tab ....................................................................................................................................... 34 Reset a User’s Password ....................................................................................................................... 34 Restrict User Access to an IP Address ................................................................................................... 35 Subscribers Tab ......................................................................................................................................... 36 Exclude an Extension from Recording .................................................................................................. 39 FTP Access to Recordings ...................................................................................................................... 39 Additional Help ....................................................................................................................................... 411

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What is Masergy Call Recorder? Masergy Call Recorder is a feature rich service that records and monitors calls who use Masergy phones and services. • It is a licensed feature that can be added to any user. • Administration can be done from anywhere using the web portal • address: https://siprec.broadcore.com/callrecorder • Calls that are transferred to users that are not recorded or to non-Masergy lines will stop being recorded. • Calls that are answered using all Masergy Anywhere extensions for a recorded user will be recorded. Refer to your quick guide for basic log in information. Levels of administration There are many ways to use Call Recording to make business work better. The web portal is available to access your group’s recording setup and storage. It is a specific account just for recordings and is separate from the Masergy admin page, callview, and other resources. We offer different types of accounts for the recording system. • There is no charge for these accounts. • There is no limit the amount of accounts to be created. • All these users can have the monitored telephone numbers altered and security levels altered by the Masergy Admin and Group Admin. • Charges are only based on the amount of users that record calls. •

Group Administrator Account • This account allows you to utilize all reports, features, recordings, and all create lower level accounts. • This account allows you to enable or disable recording calls, delete recordings, • This account is set by the Masergy Administrator. • Additional group administrator accounts can be added by this group admin.



Department Manager Account • This account allows you to utilize all reports, features, and recordings only for a specified set of Masergy numbers. • This account allows you to enable or disable recording calls, delete recordings, • This account is set by the Group Administrator. • On the recording server this is also known as a “User.”

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Individual Account • This account allows you to utilize reports, features, and recordings for only your own user. • This account allows you to enable or disable recording calls, delete recordings, • This account is set by the Group Administrator. • This account is usually reserved for an executive. • On the recording server this is also known as a “User.”

Web Portal Orientation Each tab will be explored in a separate section of this guide. The tabs vary depending on your account. Tabs for Group Administrator: • Home • Recordings • Reports • Alerts • Organization

Tabs for Department Manager & Individual Accounts: • Home • Recordings • Reports • Alerts

Video Help (Quick Start Top Right of web portal)

By clicking Quick Start, you can watch simple videos on the tab you are viewing. So if you want help on the Calls in Progress Tab, click that tab, and then click Quick Start. Change Your Password (Top Right of web portal) Administrators, Providers, and Tenant Administrators have the ability to create User’s. Administrators and Providers create User’s from the AX and assign them to specific Tenants. Tenant Administrators create Users in the UX. User’s passwords are auto-generated by the application and emailed to you once the new account is saved. If you lose your password and have to have it reset, it is autogenerated and emailed as well. However, you have the ability to change your password to something more meaningful to you. Select the Change Password link. Enter your old password, new password, and confirm your new password. Click Submit and then OK.

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Home Tab The Home Tab or Dashboard, provides you with a real-time view of the system data including information about the number of calls, live extensions, calls with annotations, active agents, etc. The Dashboard is divided into six distinctive panes that give you a pictorial and data overview of your company's current call usage: Calls by Category, Frequent Callers, Calls by Location, Active Agents, System Statistics, and Agent Summary. Where applicable, the panes can be viewed as data or as a graph. Additionally, the panes can be reorganized or relocated by clicking on a pane, dragging it, and dropping it in the desired location on the Dashboard. Each pane can also be collapsed by clicking on the arrow in upper right corner of the applicable pane. With the exception of System Statistics and Active Agents, you have the ability to view each pane as either a text or graphical display. Additionally, all panes, with the exception of System Statistics, have one field that you are able to click on and drill down into the details of that information.

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Recordings Tab The Recordings/Recorded Calls screen displays all completed recorded calls for all extensions that are assigned to you. This means that Tenant Administrators will see the calls for all Users created by them. In order to better manage this screen, all column headers can be sorted by clicking on the applicable column header. Click once to sort the column in ascending order and click one more time to sort the column in descending order. The following information is displayed on the Recorded Calls screen: • Number – the extension or description associated with the call • Day – the day of the week the call took place • Date – the actual date the call took place • Time – the time the call originated • From Number – the originating number • Originating Party – displays the name or number of the From Number, if caller ID is available • To Number – the terminating number • Terminating Party – displays the name or number of the To Number, if caller ID is available • Duration – the length of the call • Recording – identifies whether or not there is a recording associated with the call • Annotate – markers on calls to indicate where in the call a notable event occurred

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• • • •

CRM – allows users to upload recorded calls to CRM systems such as Sugar and Salesforce.com Email – allows the user to email a recorded call Comments – any comments associated with the call Category – allows the user to categorize calls into areas unique to their business

Manage Recorded Call Columns (Under Recordings/Recorded Calls Tab) In order to better manage the page, you are able to select which columns are useful to you and should actually appear on the page.

1. Select the Select Columns link at the top or bottom of the Recorded Calls page.

2. Select the following option boxes: • Email • Terminating Party • Annotate • Originating Party • Category

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3. Select the Update link. Play a Recorded Call (Under Recorded Calls Tab)

Select a call and click on the icon that corresponds to that call. Your default media player will open and begin playing the recorded call file (MP3 file). The way in which media players load and play the recorded call files will vary. Some may require you to choose Play to start playing the recording. Click the IE or FireFox Back button to return to the Recorded Calls screen.

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Add an Annotation (Under Recordings/Recorded Calls Tab) Annotations allow you to add comments and markers to specific parts of calls to indicate where in the call a notable event might have occurred. For example: a contact center manager (or any other user) can find a notable event in a call and to mark it for future review with a comment. Additionally, you are able to upload pertinent documents to Annotations and download them for future reference.

Select a call and click on the icon that corresponds to that call. Select the Play button to begin playing the recorded call. Select Pause when you come to the point in the call that you wish to annotate. Enter the following information: Marker Description – Threat Notes – Customer made a threat.

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Click the Add Marker button. Click Browse next to the Attach Document to Marker field. Select the document you wish to upload and associate with the annotation. Click OK. Click the Download Annotation link. Select Open. Upload to a CRM (Under Recordings/Recorded Calls Tab) CRM allows you to connect the recording system with a CRM application such as Sugar and Salesforce.com to upload recorded call files to specific contacts in the CRM application. However, you can only have one active connection to a CRM application at a time. If you want to log into another CRM application, click CRM Client Settings, select the CRM application, and enter the credentials.

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1. Select a call and click on the icon that corresponds to that call. 2. Select Sugar from the drop-down list. 3. Enter the following information: • URL – Enter the URL of your CRM Server. • User Name – your user name used to access the CRM application • Password – your password used to access the CRM application (Continued below.)

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Once you have performed steps 2 & 3 the first time, you will not be asked to enter the information again. 4. Click Test Connection. 5. Click Save to save your credentials. 6. If applicable, select the contact(s) receiving the uploaded call. 7. Enter the following information: • Subject – Please remove • Note – Customer wants to be removed from contacts. 8. Select the Upload to CRM link.

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Email a Recorded Call (Under Recordings/Recorded Calls Tab) Situations will occur where you need to send a specific call recording to a person that may not have access to the application or just for emphasis. In these instances, you have the ability to email the recorded call to that recipient. Although, there will not be an email option for any calls that have been deleted. You will still see the call detail but there will not be a recording associated with it.

1. Select a call and click on the icon that corresponds to that call. 2. Enter the email address(es) of the recipients. 3. Click Send. Add Comments to a Recorded Call (Under Recordings/Recorded Calls Tab) From the Recorded Calls screen you can add comments to each of the calls. A icon indicates there are currently no comments associated with the corresponding recorded calls file. While a icon indicates there are currently comments associated with the recorded calls file.

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1. Click on the icon that corresponds to the call you wish to add comments. 2. Enter the following information: • Comment – Customer is very upset about charge on their account. 3. Click Save. 4. Click Close.

Categorize Recorded Calls (Under Recordings/Recorded Calls Tab) The ability to create categories for calls is beneficial to agents and managers because it allows them to categorize calls into areas unique to their business (for example: geographic region or customer satisfaction). You are then able to filter calls or run reports based upon these call categories.

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1. Click the Category link that corresponds to the call you wish to categorize. 2. Select the category from the drop-down list.

MD5 (Under Recordings/Recorded Calls Tab) MD5 is a technique used to ensure that file has not been altered in any way. When the call is recorded, we take an MD5 hash of it, outputting a string of random characters. The point is that if MD5 fingerprinting is applied to the same call at a later point, it will create the same string of characters, unless the call file has changed. If a different string of characters that don’t match the originals is created, you know the call has been modified. The default is to hash all calls.

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Apply a Filter (Under Recordings/Recorded Calls Tab) Number, Date, Duration, or Category (or a combination of all four) filters or advanced searches located below the Home, Recordings (Recorded Calls, Recycle Bin, Calls in Progress), and Reports navigation tabs can be applied to the screen to assist in searching and displaying only the information pertinent to your current needs. Note: You do not have the option to filter by category under the Reports tab.

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1. Select the By Date/Time tab. 2. Select Yesterday from the drop-down list. 3. Click Apply Changes to apply the filter. Search (Under Recordings/Recorded Calls Tab) The Search feature allows you to search any part of the call record (Number, Duration, Time, Comments, etc.) on the Recorded Calls screen in order to find a specific call record. For example: if there are 10 pages of recorded call files on the Recorded Calls screen and I need to find a specific call record that I know has a comment associated with it that has the word helpdesk in it, I can search for that word to find that call record. You can also use a wild card (%) to replace part of the word or extension for which you are searching.

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1. Type the word Customer in the Search field. 2. Click the View Search Results link. Recycle Bin Tab The Recycle Bin is intended to be a sort of "checks and balance" system when deleting recorded call files. When you delete a recorded call file, it is placed into the Recycle Bin. Calls that are 30 days and older will automatically move to the recycle bin. The recorded call files in the Recycle Bin will remain there until the following Saturday. There will be times that you accidentally delete a recorded call file, or have deleted a recorded call file that actually must remain in the Recorded Calls tab. In these instances, you are able to recover a particular call or calls to the Recorded Calls tab as long as they have not been deleted from the Recycle Bin. You also have the ability to download batches or multiple recorded calls as a zipped file from the Recycle Bin tab. This is useful in instances where you need to send a batch of recorded calls to another person or want to save them for future reference. When it comes to deleting files permanently from the Recycle Bin, you have two options: delete selected files or empty the Recycle Bin in its entirety. While the recorded call file (or recording) is deleted from the system, a copy of the actual call detail record remains in the Recorded Calls tab but cannot be seen unless you have the Show Calls without Recordings filter turned on. Since all calls with a recording count against your allocated storage limit, it is good practice to empty your Recycle Bin from time-to-time. Before doing so, it would be reasonable to verify that all calls in

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the Recycle Bin can be permanently deleted. Once they have been deleted from the Recycle Bin, they can no longer be recovered. Recover a Recorded Call (Under Recordings/Recycle Bin Tab)

1. Select the specific call or calls you wish to recover by clicking in the corresponding option box to the left of the Number column. 2. Select the Recover Selected Calls link. The calls are recovered to the Recorded Calls tab. Download a Recorded Call (Under Recordings/Recorded Calls Tab & Recycle Bin Tab)

1. Select the specific call or calls you wish to download by clicking in the corresponding option box to the left of the Number column. 2. Select the Download link. 3. You have the option to either Save the files or Open and view them.

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Delete Recorded Calls (permanently) (Under Recordings/Recycle Bin Tab)

1. Select the specific call or calls you wish to delete by clicking in the corresponding option box to the left of the Number column. 2. Select the Delete Selected link. 3. You have the option to either OK to delete or Cancel the action. Recordings/Calls in Progress Tab The Calls in Progress screen displays all calls that are currently taking place. From the Calls in Progress screen you can monitor a call in progress allowing you to listen in on a call without the other call participants hearing you. You are also able to save a recording “on the fly” from this screen if a particular extension has been set as Do Not Record by the Tenant Administrator. And as with the Recordings/Recorded Calls tab, you can add notes or categorize calls in progress. In order to better manage this screen, all column headers can be sorted by clicking on the applicable column header. Click once to sort the column in ascending order and click one more time to sort the column in descending order. The following information is displayed on the Calls in Progress screen: • Number – the extension or description associated to the call • Day – the day of the week that the call originated • Date – the date the call originated • Time – the time the call originated • From Number – the originating number • Originating Party – displays the name or number of the From Number, if caller ID is available • To Number – the terminating number • Terminating Party – displays the name or number of the To Number, if caller ID is available • Monitor – provides a monitoring button that corresponds the that particular call in progress • Save Recording – identifies if the recording is to be saved when the call is complete • Comments – allows the user to add comments to associate with the call • Categorize – allows the user to categorize calls into areas unique to their business

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Monitor without recording Also See section Exclude an Extension from Recording (Under Organization/Subscribers Tab) section for more setup details. A new feature is available for monitoring with or without recording. The setup is under a particular subscriber number.

Check the box for Do Not Retain Recording.

With this setup, all calls can be monitored. Recording of calls is not automatic with this setup. To enable recording on a specific call, you have two options. 1. On the web portal, go to Recordings/Calls in Progress Tab and check the box under save recording.

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Or

2. From the telephone, press Menu 4, 2, click the select button in the middle of the arrow keys to record the call. (Easy setup required by customer service.) • •

Either of these methodes will save the entire call, not just the remainder once you check the box. If the call ends, you cannot later decide to save the recording of the call.

Monitor a Call (Under Recordings/Calls in Progress Tab) Monitoring a call is easy and can occur at any point in the call. Monitoring is used in situations such as: training, behavior issues, or legal reasons. The other participants in the call are never aware that it is being monitored.

1. Select the specific call you wish to monitor and click on the 2. Click Open.

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icon.

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Monitor with Selective Recording a Call in Progress (Under Recordings/Calls in Progress Tab) By default, all calls to and from an extension are recorded and saved. The Tenant Administrator does have the option to override this default. For the calls that aren’t set up to be saved, you can, on a onetime-basis, save them on the fly by clicking in the Save Recording option box while the call is in progress.

1. Click once in the option box of the call that you wish to record. A checkmark should appear in the option box. 2. Clicking in the Save Recording option box will only record this call. It will not record all calls going forward for this extension. Add Comments to Calls in Progress (Under Recordings/Calls in Progress Tab) From the Calls in Progress screen you can also add comments to each of the calls. A icon indicates there are currently no comments associated with the corresponding calls in progress call file. A icon indicates there are currently comments associated with the corresponding call file.

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1. Click on the icon that corresponds to the call you wish to add comments. 2. Enter the following information: • Comment – Customer is very upset about charge on their account. 3. Click Save. 4. Click Close. Categorize Calls in Progress (Under Recordings/Calls in Progress Tab) The ability to create categories for calls is beneficial to agents and managers because it allows them to categorize calls into areas unique to their business (for example: geographic region or customer satisfaction). You are then able to filter calls or run reports based upon these call categories.

1. Click the Category link that corresponds to the call you wish to categorize. 2. Select the category from the drop-down list. Reports Tab There are eight reports included in the application that assist the user with administration activities. The reports identify information that can be found on the dashboard, or Home tab, but in more detail. Reports can be viewed as text or in a graphical format. You also have the ability to export reports and save them to your own PC. Additionally, you can filter on information in the reports such as number, date, and time.

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Calls by Category (Under Reports Tab) The Calls by Category report displays custom category data by default for the last 30 days. Although this report can be filtered to reflect a date range greater or less than 30 days; the Calls by Category report can be displayed as text or as a pie chart by clicking on the Chart button found on the report toolbar. The report displays total number of calls, average duration, minimum duration, and maximum duration by category.

Frequent Callers (Under Reports Tab) The Frequent Callers report displays the total number of calls by calling number for the most frequently called numbers for the last 30 days. The Frequent Callers pane can be displayed as text or as a bar chart by clicking on the Chart button found on the report toolbar. The report displays the inbound/outbound number, the name associated with the number (caller ID), the total number of calls, average duration, minimum duration, and maximum duration. The report is sorted in order of the most frequently called or dialed number.

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Calling Locations (Under Reports Tab) The User Details report identifies information about each user of the application. The User Details report is text format only. The report displays the username, email address, the date the user was created, the date the user last logged on to the application, the date the user's password was last changed, the total number of extensions assigned to the user, total number of annotations and categories created by the user, and whether or not the user has permission to upload recorded calls to a CRM application.

Call Handler Activity (Under Reports Tab) The Call Handler (formerly known as Agent) Activity report displays the last 30 days of activity for each agent in the application. The Call Handler Activity report can be displayed as text or as a pie chart by

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clicking on the Chart button found on the report toolbar. The report displays the extension/number, description, total number of calls, average duration, minimum duration, and maximum duration by agent.

Daily Usage (Under Reports Tab) The Daily Usage report displays the activity totals for day in the application. The Daily Usage report can be displayed as text or as a column chart by clicking on the Chart button found on the report toolbar. The report displays the date, total number of calls, average duration, minimum duration, and maximum duration for the day.

Hourly Usage (Under Reports Tab) The Hourly Usage report displays a distribution of call activity across the hours of the day. The Hourly Usage report can be displayed as text or as a column chart by clicking on the Chart button found on the report toolbar. The report displays the hour, total number of calls, average duration, minimum duration, and maximum duration for each hour.

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User Details (Under Reports Tab) The User Details report identifies information about each user of the application. The User Details report is text format only. The report displays the username, email address, the date the user was created, the date the user last logged on to the application, the date the user's password was last changed, the total number of extensions assigned to the user, total number of annotations and categories created by the user, and whether or not the user has permission to upload recorded calls to a CRM application.

Unused Numbers (Under Reports Tab) The Unused (formerly known as Unutilized) Numbers report identifies extensions that have had no usage. The Unused Numbers report is text format only. However, you are able to click on the link in the report to go directly to the extension page. The report displays the extension and description.

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Alerts Tab Alerts can be created based on specific call conditions. When those conditions are met, you will be notified via email with the pertinent details so that you can address any issues or make any necessary changes to current policies or procedures. Additionally, a history of the alerts that have executed is available from the Alerts tab. You can also view any recent alerts by clicking on the Recent Alerts link on the top right side of the end user application window. Alerts will be temporarily disabled if they begin to cause excessive logging/emailing resulting in possible network congestion. In such cases, an email will be sent to the owner of the alert. Excessive logging/emailing is defined as greater than 1000 alerts per second. Additionally, the Alerts tab displays a list of alerts that have occurred under the Alerts History section. You have the ability to clear the Alert History by selecting the alert(s) and clicking the Clear Selected link. You can also view a list of recent alerts by clicking on the Recent Alerts link located at the top of the application page.

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Create an Alert (Under Alerts Tab)

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1. Enter the following information: • Name – Emergency Calls • Description – This alert is for emergency calls. 2. Select Call Initiated as the Event Type. 3. Verify the alert is Enabled. 4. Select Alert on any day.

5. Enter or select the following information: • Start Time – 00:12:00 a.m. • End Time – 00:12:00 p.m. • Time Zone – (GMT -05:00) Eastern Time (US& Canada) • Originating Digits – Equal to 911 6. Select email by clicking in the option box. 7. Select Save.

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Disable an Alert (Under Alerts Tab) The obvious reason that an alert is disabled is that it is no longer being used. Another less obvious reason, an alert is temporarily disabled by an Administrator because it was causing too many emails to be sent out, potentially causing congestion on the email server. Since alerts can be reused, they should not always be deleted. If an alert was temporarily inactivated because too many emails were being generated, the alert should be edited before it is reactivated.

1. Click in the Active option box that corresponds to the Emergency Calls alert. 2. Select Apply.

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Delete an Alert (Under Alerts Tab)

1. Select the View link that corresponds to the Emergency Calls alert. 2. Select Delete. 3. Select OK.

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Recent Alerts (Under Alerts Tab) You can view up to 20 of the most recent alerts by clicking on the Recent Alerts link on the top right side of the end user application window. The default view is to show 15 recent alerts; however, you can change the default by clicking on the Results Per Page drop down and selecting from the available options. While you have this dialog box open, you will be notified of any new alerts. New alerts will first appear at the bottom of the dialog box and you will also hear a chime.

Organization Tab Group Administrator, Department Manager & Individual Accounts are listed here. In order to view recordings, Users must first be added and have specific extensions assigned to them. Only the Tenant Administrator has the ability to add new Users to the application. When a new User is added, the system will automatically email them a password. User’s have the ability to change their passwords at anytime. However, in the event that they forget their password, they can come to the Tenant Administrator at which time their password can be reset from the User Profile Information screen. Using the Restricting User Access to Certain IP Addresses functionality restricts all users to only the IP addresses that you enter into the dialog box. This helps to ensure that users are not accessing IP addresses that they should not or would not normally have access to. Keep in mind that restricting user access to a certain IP address affects all users. Reset a User’s Password (Under Organization/Users Tab)

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1. Select the user you just created and click on the Login ID. 2. Select Reset Password. 3. Click OK. The User’s password will be emailed to them. Restrict User Access to an IP Address (Under Users Tab) Restrict User Access to an IP Address

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1. 2. 3. 4.

Select the Restrict User Access to Certain IP Addresses link. Enter the IP address. Click Add Address. Click Close.

Subscribers Tab Telephone Numbers are assigned by Masergy when your group is created. It is then the Group Administrator’s responsibility to identify the recording criteria for each extension and assign the extensions to Department Manager or Individual Account. Recording criteria includes the following: •

Number - Identifies the extension. This information is automatically entered by the application.



Description – (If applicable) provides a description for the extension. For instance who it belongs to or where it is located.



Do Not Retain Recording - Identifies whether or not recordings from this extension will be retained each time a call occurs. The recordings will be retained each time a call occurs if a checkmark does not appear in the option box. The recordings will not be retained each time a call occurs if a checkmark does appear in the option box.



Only Record Calls From - Provides caller ID rules for calls that should be recorded. When the incoming number matches the rules of this field for this extension, the system will record the call. The wildcard % (percentage sign) represents zero or more numbers. A _ (underscore) represents a single character substitution. The , (comma) and ; (semicolon) can be used to delimitate values if you would like to apply two or more rules. For example, “_11, 8772845669, 202%" would match 411, 911, 8772845669, and any number in the 202 area code.



Only Record Calls To - Provides caller ID rules for calls that should be recorded. When the outgoing number matches the rules of this field for this extension, the system will record the call. The wildcard % (percentage sign) represents zero or more numbers. A _ (underscore) represents a single character substitution. The , (comma) and ; (semicolon) can be used to delimitate values if you would like to apply two or more rules. For example, “_11, 8772845669, 202%" would match 411, 911, 8772845669, and any number in the 202 area code.



Only Record Calls to Caller ID - Identifies a specific person, people, or place (the actual text part or ID) from which calls should be recorded. For example: Every time the name or ID identified in this field calls my extension, the system should record the calls. The wildcard % (percentage sign) can be used in place of a character. A _ (underscore) is identified as a single character

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substitution. The , (comma) and ; (semicolon) can be used as delimitated values if you would like to apply two or more rules. •

Only Record Calls To Caller ID - Identifies a specific person, people, or place (the actual text part or ID) to which calls should be recorded. For example: Every time the outgoing name or ID identified in this field is called from my extension, the system should record the calls. The wildcard % (percentage sign) can be used in place of a character. A _ (underscore) is identified as a single character substitution. The , (comma) and ; (semicolon) can be used as delimitated values if you would like to apply two or more rules.



Inbound (Percent of Calls to Record) - Percent of inbound calls to record for this extension. Every call has an X% chance of being recorded, you are not guaranteed that it will record X% of calls. For example, if you choose 50% and a user receives 4 calls, there is a 50% chance of each of those 4 calls to be recorded. Range values are 0-100%. The default is 100%.



Outbound (Percent of Calls to Record) - Percent of outbound calls to record for this extension. Every call has an X% chance of being recorded, you are not guaranteed that it will record X% of calls. For example, if you choose 50% and a user makes 4 calls, there is a 50% chance of each of those 4 calls to be recorded. Range values are 0-100%. The default is 100%.



Record Start Time - It may only be necessary to record for a certain time range during the day. In this case, you can designate a specific time of day to begin recording calls.



Record Stop Time - Designates a specific time of day to stop recording in the event you have designated a record start time.



Time Zone - Identifies the time zone in which the calls will be recorded.



Days of week to record - Identifies specific days of the week on which to record calls for a particular extension.

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Masergy Call Recording V4sp7

Update Extension Criteria (Under Organization/Subscribers Tab)

1. Click on the number you wish to update. 2. Enter or select the following information: • Description – Help Desk Line #1 • Record Start Time – 7:00 a.m. • Record End Time – 6:00 p.m. • Time Zone – (GMT -06:00) Central Time (US & Canada) 3. Click Add Address. 4. Click Close. 5. Click Update Extension.

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Masergy Call Recording V4sp7

Exclude an Extension from Recording (Under Subscribers Tab) Also See “Monitor without Recording” section for usage details.

1. Click on the Subscriber (number) you wish to exclude from recording. 2. Select Do Not Retain Recording by clicking in the option box. 3. Click Update Extension. A checkmark will appear in the option box. These calls will be monitored without keeping the recordings after the call has ended. See Monitor with Selective Recording for more information.

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Masergy Call Recording V4sp7

FTP Access to Recordings Administrators can be allowed access to their recorded call files via FTP. When the application notifies you via email three days prior to deletion of older recordings. This gives you the opportunity to download, via FTP, the recorded calls to be deleted to a permanent directory at your choice of storage. Downloaded recorded calls contain all call tags (with the exception of comments) and can be viewed or played back just as easily as calls in the application. Download via FTP There are many FTP clients. Some are free and available online. Some are a full server setup. You can get as advanced or simple as you like. Below are basic instructions on just one way to download files via ftp. • •

Download and install the FTP Client from http://Winscp.net Once installed, enter your same login credentials as you normally would use. For example: • Enter host as: siprec.broadcore.com • Enter username • Enter password • Click Login to connect



Then you will see this after opening “To-Be-Deleted” then “Calls”:

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Masergy Call Recording V4sp7

• • •

In the right panes, click the date and select the files you wish to copy. Locate the destination folder in the left pane. (Or create one for all your call recordings) Simply drags files from the right to left.

• •

You’re done. The files you have (in the left pane) will never expire. The files online (in the right pane) will expire after 30 days and move to the Recycle Bin for a few days. Then the files will be deleted.

Additional Help If you did not find your answers here, there are more resources available to you. • See the “Video Help” section of this document. •

Call Customer Service. • Dial 611 from your Masergy phone Or • 1-800-942-4700



Attend an online training. At the time of publication, training on the recording service is by appointment. Please email your time/date preferences to [email protected]

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