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USER MANUAL

Release 5.4.0

Version: 5.8
Date: October 2009
Reference: CT-07-R5-UM-GS

© 2009 All rights reserved. Nothing of this document may be duplicated and/or
made public by means of print, photocopy, microfilm or any other means without
prior written consent of CyberTech B.V., The Netherlands.

Content
1 Introduction ......................................................... 4

2 User interface ...................................................... 5

3 General system overview ..................................... 7

4 System installation ............................................. 10

5 User administration ............................................ 11
5.1 Users ................................................................................ 11
5.1.1 Export or print user details..................................... 12
5.1.2 Edit or add user...................................................... 16
5.1.3 Creation of a Last Call Replay user ........................ 22
5.1.4 Individual access permissions ................................ 24
5.1.5 Call permissions ..................................................... 28
5.2 User groups ...................................................................... 31
5.2.1 Edit or add user group ........................................... 32
5.2.2 Group access permissions, roup call permissions . 32
5.3 Coverage ......................................................................... 34
5.3.1 Edit or add a coverage .......................................... 35

6 System status .................................................... 39
6.1 General info ..................................................................... 39
6.1.1 Copy general info to clipboard for maintenance... 39
6.2 Recorder storage ............................................................. 40

User Manual – Release 5 2

6.3 Media management ......................................................... 43
6.4 Alarm status ..................................................................... 44
6.5 Alarm history .................................................................... 46
6.6 Audit Trail......................................................................... 47
6.7 Channel Overview ............................................................ 49
6.7.1 Channel properties ................................................ 49
6.7.2 Real-time channel playback ................................... 50

7 Recorded calls ................................................... 51
7.1 Call search ........................................................................ 51
7.1.1 Search form ............................................................ 51
7.1.2 Stored search queries ............................................ 54
7.2 Column selection ............................................................. 55
7.3 Calls listing ....................................................................... 56
7.3.1 Search results ......................................................... 56
7.3.2 Audio player ........................................................... 58
7.3.3 Screen recording .................................................... 59
7.3.4 Call details .............................................................. 61
7.4 Calls statistics ................................................................... 63
7.4.1 Reporting inputs..................................................... 64
7.4.2 Drill down reporting – Average Call length ........... 65
7.4.3 Calls per user/channel ............................................ 68
7.4.4 Hours on call per user/channel .............................. 69
7.4.5 Utilisation per hour of the day ............................... 70
7.4.6 Exporting reports ................................................... 71

User Manual – Release 5 3

You log onto the application via Microsoft Internet Explorer (v5. as the ‘user’s intuition’ will need some support for this topic. Individual rights can be allocated to each user. The ‘User administration’ section deserves special attention. help texts are available to provide clarification. user. and is not installed locally. you are assumed to have a basic knowledge of Microsoft Windows. call duration. In addition. There is also a blacklist on which phone numbers may be placed for which calls are not recorded. A search can be performed on the basis of various criteria such as date. User Manual – Release 5 4 . In this way it is possible to exclude private numbers from recording.5 or above). A call can be easily found again later. The user application works best with Microsoft Internet Explorer version 6. text from the call notes and number called.1 Introduction The CyberTech (CT) Recording Solution is a server based recording system for storing voice calls and associated data. which is intended to enable you to find and play recorded calls. The software is designed in such a way that an experienced windows user should have no difficulties in using it. The program runs on the Recording System (web server) itself. For use of the program. This manual describes the CT Recording Solution user software. which means the system administrator can control the calls and features available to every other user. due to the advanced search function.0 or higher.

All calls on this channel will now contain the settings for this user. Enter the user name and password then press the [>] button or ‘Enter’ to log on to the CT Recording Solution. use the user name and password provided to you by your system administrator.2 User interface The layout of the interface is very simple and works intuitively. Flexible Seat log on If a user account is configured for free seating agent. When logging on as free seating user. the ‘Flexible Seat’ menu is visible and can be selected. This will open the logon page of the user interface as shown below. the IP-address or PC name of the agent PC is matched with the recorder channel configuration. open Internet Explorer and then type in the IP address of the voice recorder computer into the address bar (or http://localhost if accessing from the recorder itself). The user logs on to the recording system using his user name and password. To access the CT Recording Solution. All calls made on this channel will now contain the right user name and extension. The recorder checks if this IP-address or PC name is linked to one of the free-seating channels. be set up as a “ roup ite” Main Administration log on To log on. this channel is assigned as the channel for the user. The recorder will automatically link the user name to the appropriate channel on the recorder. of course. If so. User Manual – Release 5 5 . until the user logs off. The particular start page shown depends on the user settings but will be the “My Account” page by default. This can.

By default.My Account The My Account menu allows each user to change some of his own settings.” User Manual – Release 5 6 . Example: ”Last successful logon for service was on 07 November 2007 09:48:28. The last successful login date and time for the user is visible in the system messages line. this screen is shown directly after logon. Settings that can be changed are: • Password • First name / Last name • Email address • Default search query and column selection • Auto start playback when selecting a call • Language selected for this user All other settings are only displayed and cannot be changed via this screen. Contact you security administrator if this information is incorrect.

The menus you will see depend on your access rights.3 General system overview The program is made up of various menus and submenus. The rights granted to you determine which menus and submenus are visible on your screen. With full access rights. the menus are: • My account • System installation • System configuration • User administration • System status • Recorded calls • Quit User Manual – Release 5 7 . The figure shown below is what you see if you have full rights. C A=Menus B=Action buttons C=Sub-Menus After you have logged on. the upper part of your screen shows a number of tabs that will give you access to the various parts of the program. The minimum screen resolution for correct display is 1024x768.

the corresponding submenu tabs will be shown. a text prompt will appear explaining what the button is used for.If you click on one of the menu tabs. For example. Available action buttons are: Mail Force backup Re-archive / Re-fetch Copy to clipboard Add Change language ½ Column selection Records per page selection Edit Detailed information Reset Format Remove Rights User Manual – Release 5 8 . clicking “user administration” will display the following submenus: • Users • User groups • Coverages In the submenus there are several “action buttons” as shown below. When the mouse cursor is resting over a button.

The Status Bar at the bottom of the screen shows system messages. YELLOW BLINKING: Warning messages. Error messages. For example an incorrect configuration value is entered. User Manual – Release 5 9 . Green messages 2. The maintenance manual contains a list of possible error messages. the configuration cannot be saved. a warning is generated to tell the user there are more results but only 1000 calls are shown. RED BLINKING. Red messages In the following chapters the various menus and submenus are explained in detail. GREEN: Basic messages. For example ‘Record updated’ on successful configuration changes. For example if the number of calls per search action is limited to 1000 and the search action returns more results. There are 3 types of messages: 1. Yellow messages 3.

4 System installation The system installation menu will be available only to the installation engineers and the system administrators. This menu is in detail described in the CT Recording Solution – Installation Manual. User Manual – Release 5 10 .

1 Users Clicking the [user administration] menu tab shows you a menu that provides a summary of all users and their settings. users. Coverage is a list of users. all users in this group will adopt the new settings. Users can be allocated to various groups to simplify the administration. channels and extension to which access given. For complex call access rights. The administrators of the CT Recording Solution system will be primarily concerned with specifying the settings for these various users. This menu has three submenu tabs. User Manual – Release 5 11 . but used by many users.5 User administration Various user groups can use the recorder software. complex call access is defined once. If group rights are changed. will use the program primarily to play their own calls and add notes to their own calls. Each group has its own characteristics. In this way. 5. a “coverage” can be defined. A group of agents in a call centre for instance. Group rights are dynamically bound to users in the group. user groups and coverages.

User Manual – Release 5 12 . Fixed seating.1.The User submenu shows the following details: • User ID • User name • First name • Last name • Seating. This exported file can then be used in programs such as Microsoft Excel. • Extension • Member of Group • <controls> Edit user Details Edit user Permissions Delete user 5. To export details.1 Export or print user details User details and permissions can be exported to a csv-file (comma separated variable file). Free seating or no seat defined • Channel. first click on the button. Channel number and alias name.

Columns when User Details are included: “User id” (= User ID in CyberTech Recording System) “User name” “First name” “Last name” “Email addresses” “Seating” “Channel” “Free seating extension” “Group” “User language” “Application access” “User should change password at next logon” “User account expiration time” “Number of login attempts allowed” “Login attempts exceeded behaviour” “User account expiration time” “User account expired behaviour” User Manual – Release 5 13 . you may include both the User Details and User Permissions to the exported file.The “user picker” will now be shown. By clicking in the tick boxes. Select the users to export. The output format contains the following comma separated columns.

..Columns when User Permissions are included Values are: Grant access Deny access Inherit setting from user’s group: […] “Access permissions my settings” “Access permissions global settings” “Access permissions settings per recorder” “Access permissions locations” “Access permissions archive rules” “Access permissions archive schedule” “Access permissions database fields” “Access permissions labels” “Access permissions channels” “Access permissions channel groups” “Access permissions channel alarms” “Access permissions record / censure list” “Access permissions alarm profiles” “Access permissions users” “Access permissions user groups” “Access permissions coverages” “Access permissions general info” “Access permissions recorder status” “Access permissions media management” “Access permissions channel overview” “Access permissions alarm status” “Access permissions alarm history” “Access permissions audit trail” “Access permissions calls search” “Access permissions column selection” “Access permissions calls listing” Values are: Not allowed Inherit from settings from user’s group: [.] Allowed for the calls in the coverage: […] “Access calls” “Play calls” “Edit call remarks” “Change marks afterwards” “Download calls” “Mail calls” “Restore calls” “View call’s audit trail” User Manual – Release 5 14 .

“Channel properties” “Realtime playback” The exported format could be imported to Excel for further use. User Manual – Release 5 15 .

5. which is opened by clicking on the pencil icon ( ). The fields which you have to fill in are the same as the ones in the “edit user account” function.2 Edit or add user In the user submenu display you will find the button ‘Add user account’. This button lets you create a new user. User Manual – Release 5 16 . you will see these functions at the end of each row: The “edit user” and “add account” buttons show the following at the bottom of the screen. Depending on the additional modules installed (such as Evaluate or Replay to Phone) more user details and/or security settings may be available.1. Check the additional module manual for more information about these settings. If you have sufficient rights.

(comma) • / (slash mark) • : (colon) • . (semicolon) • < (less than sign) • = (equal mark) • > (greater than sign) • ? (question mark) • [ (square bracket.The following user details can be defined for the account: Username. the username can only be set up here. except the following: • + (plus) • . The supported characters for a username are all ASCI characters. Mail address The mail address to be given as the “from-address” when emailing a call via the web interface. open) • ] (square bracket. administrator without recorded phone). this email address is used to send new password information to.g. close) • | (vertical bar) • " (double quotation mark) • ' (single quotation mark) First name and last name Full name is shown in the calls page and in group definitions. User Manual – Release 5 17 . While the user is able to change his password afterwards using the My Account menu. Seating This is whether the workstation is fixed (user attached to channel). free seating (user attached to extension number) or no seat (E. If passwords are automatically generated. password Username and password for this user to logon to the web interface.

this is the search which will be done and the results shown in the calls User Manual – Release 5 18 . Free seating extension In the case of a flexible (free seating) workstation you can also attach an extension number to the user. This setting is also used for a flexible workstation where the IP address of a workstation corresponds to a recorder channel. all linked users will inherit the new rights setting. User Language The web interface language for this user. you must also indicate the channel number. so when subsequently changing these group rights. the corresponding recorder channel is attached to this user. Only the channel numbers which are still available can be chosen. Group The group to which the user belongs. The user will usually inherit rights from this group unless changed in the individual User permissions.Fixed seating channel In the case of a fixed workstation. Group rights are dynamically linked to users. As soon as the user logs on to the recorder using the ‘flexible seat’ logon. If the user navigates directly to the call listing page. Default search query When visiting the search page the default search query will be shown. The groups shown are determined by individual user permissions in the setting ‘User Details Scope’. Default search queries and call listing views can be defined for each user.

User authentication method This specifies how the user is authenticated of at logon. Autostart playback Enabling this option will result in automatic playback when selecting a call in the calls list. Options are: . the ‘play’ button in the audio player must be used to replay a call. The selection dropdown contains all stored and shared views. the account is disabled and access is set to ‘Access denied’. Each user account has the following configurable security settings. The selection dropdown contains all stored and shared queries. The user User Manual – Release 5 19 .list. Application access This defines the access to the web interface.Domain authentication Choosing the ‘System authentication’ method will force a user to log onto the interface using password authentication. Default calls listing view The calls listing page will show the columns organised in the order specified by the default setting.System authentication (default) . If the user account expires or the user has had too many invalid passwords attempts. If the option is disabled.

The password for a user account is no longer stored in the CT Recording Solution database but is verified in the customer’s Domain. If this warning appears. they will have to change it via Windows. In order to logon to the recorder application. The benefit of using domain authentication is the domain password policies for formatting and reuse are applied. The domain to authenticate users in. If domain authentication is successful. their CT Recording Solution account will be disabled. If a user needs to change their password. they are verified (authenticated) in the customer domain with their username and password. ’User account expiration time’. If the user has too many failed logons. needs to be configured in the Global Setting menu to use this functionality. the recorder could generate a warning indicating the user could not be found in the domain. it might not be possible to check is accounts exist however domain authentication is still possible. User Manual – Release 5 20 . the user ID must exist in the CT Recording Solution user list AND in the customer domain. All password settings such as ‘Password expiration date’. the user gets access to the CT Recording Solution system. This will not affect their domain account.account password is defined in the CT Recording Solution application and stored encrypted in the database. To be able to use this functionality the recorder must be configured to be in the same domain as (or at least a domain with access to) the users who need to be authenticated. Note 2: The maximum number of failing login attempts is still configured in the CT Recording Solution. If the user exists as a CT Recording Solution user. Passwords are maintained fully in the customer domain. still test the account by asking the user to logon using its username and password. Choosing the ‘Domain authentication’ method simplifies the password policy restrictions for users. Note 1: When storing a user account. Depending on customer hardening. ‘User account expired behaviour’ are available and handled locally.

Login attempt exceeded behaviour This defines what happens if the ‘Number of login attempts allowed’ is exceeded.Password Login Password for the user. Disabled accounts can be re- enabled by users/administrators with the relevant ‘User Details Scope’ access permissions. Number of login attempts allowed The number of consecutive invalid password attempts allowed. User account expiration date If a user does not login into their account within the time period set. The blocked user’s ‘Application access’ parameter is set to ‘Access denied’. If ‘Generate user passwords automatically’ has been selected in the Global Settings. User Manual – Release 5 21 . Password expiration time When passwords expire. If a correct password is given. the account will be removed or disabled. Press the button ‘Auto-generate a new user password and send it to the user’. The expiry time will be reset at every password change. If the User authentication method is set to ‘Domain authentication’ the password input fields will be disabled. User must change password at next login At the next login after typing the current password. this password is automatically generated by the system and emailed to the user’s email address. and a new password is generated and emailed. the user is forced to change their password to a new one. When the number of invalid attempts is exceeded. the counter is reset. Options are: ‘Disable account for 15 minutes’ or ‘Disable account’. users will be forced to create a new password at their next login. the account is disabled in accordance with the rule defined in ‘Login attempt exceeded behaviour’.

5.1) These setting can then be applied to a user account. 4 hours. e.1) • “Auto-refresh” set up to fetch the latest results in the calls listing display(see paragraph 7. The options are ‘Disable account’ or ‘Delete account’. Store the query.1. Go to the page “recorded calls” -> “calls search” 2. access can be restricted to calls within a set period of time. Open the collapse “Date span”.3 Creation of a Last Call Replay user By using a combination of features.3.g.1. recorded during the last 4 hours. choose “Calls made last x hours” and enter: 4 3. ensuring the “share this query” check box is ticked: User Manual – Release 5 22 . 1. a “Last Call Replay” user can be created: • “Last x hours” created as a search query (see paragraph 7. Example: To create a ‘LCR’ user that has access only to their own calls. By denying access to the “calls search” page and giving the user only access to the “calls listing” page.User account expiration behaviour This defines what happens if the account expiration date is reached.

Select “Calls made last 4 hours” as default search query . Go to the page “user administration” -> “users” and create a new user by clicking on the “Add user account” button (+ symbol) 7.4. Store a view with the “Auto refresh interval” set to 60 sec. again with “share query” ticked: 6. refresh” as default calls listing view User Manual – Release 5 23 . .Select “Default view with 60 sec. Go to the page “recorded calls” -> “columns selection” 5. Complete all the user details and security settings: Then in the call preferences window.

Save the user. user settings. more permissions may be available. 5.’. Check the additional module manual for more information about these permissions. The left side of the window shows the access permissions and the right side shows call permissions.1. User Manual – Release 5 24 . Then save the permission changes. In addition to the menu access settings under “user administration” you will find 3 additional fields: ‘User type’. Depending on the modules installed (such as assessment). permissions are defined by the user group the user belongs to. etc. this new user is now set for “Last Call Replay” only. system settings.4 Individual access permissions If you press the ‘permissions’ button you will see all the possible settings for this user at the bottom of the screen. ‘User details scope’ and ‘User permissions scope’.8. These can be used to control which user accounts/permissions an individual has access to. ‘inherit settings from user’s group…. By default. In this way. Thus a user can be given access rights overriding the user group settings by submenu. can be made accessible. Access permissions specify the menus and submenus the user has access to. then open the Permissions page for the user group (or individual permissions for a specific user account) and deny access to “calls search”: 9.

Options are for access to archive administration tools and detailed recorder installation options. first/lat name and email address. A description of each follows: MY ACCOUNT Allows the user to change their password. User Manual – Release 5 25 . For each menu group. The settings are divided into menu groups. SYSTEM INSTALLATION Access to the submenu items in the system installation menu is provided for system installers.For each setting there are three possibilities: ‘deny access’. ‘inherit right setting from user group’ and ‘grant access’. Access to a menu/submenu will provide the user with particular abilities. all the settings can be changed at once via ‘set all to’ deny/inherit/grant.

a number of extra configuration options are shown. • The Maker role allows the user to create accounts within their “user details scope”. User groups and Coverages. User type The user type can be “Maker”. Access can be given for channel administration.SYSTEM CONFIGURATION Access to the submenu items in the system configuration menu is provided for system administrators. to the censure list and alarm profiles. “Checker” or both. Apart from menu access to the submenus: Users. USER ADMINISTRATION Access to the submenu items in the user administration menu will permit users to add or modify users. however the user is not able to ENABLE User Manual – Release 5 26 .

However. The groups MUST also be configured in the User Details Scope. The user is only allowed to edit user details for users within these groups. health and alarm status. SYSTEM STATUS Access to the system status menu is required by any user who needs to be able to check system information. these accounts. The media management menu allows users to print archive media labels. The audit trail menu allows users to trace system access. once an archive disk has been finished. configuration and call playback. (The user is not able to change the ‘Application access’ setting). the user is not able to change any account permissions or details. If this setting is left blank the user will not be able to change any individual permissions. User Manual – Release 5 27 . User Permissions Scope This specifies the groups within which the user is allowed to edit individual user permissions. User Details Scope This specifies the user groups visible to this account. • The Checker role allows the user to ENABLE accounts within their “user details scope” by using the ‘Application access’ settings.

Evaluation menus and access permissions are further described in the Evaluation manual. The number of call permissions varies depending on the modules installed (such as “Replay to Phone”). etc. RECORDED CALLS User Manual – Release 5 28 .1. The call permissions determine a user’s access to recorded calls. The different call access options which can be set are: Play. email calls. edit notes. A user can be given access to calls set by different coverages. 5.5 Call permissions If you press the ‘permissions’ button you will see all the possible settings for the user at the bottom right of the screen.EVALUATION Evaluation access is only available if an Evaluation license has been installed in the CT Recording Solution. Individual module manuals will provide information about these permissions. RECORDED CALLS Access to the various submenu items will normally be given to all users who need to be able to search for and play recorded calls.

If the user does not have access to a call’s information. Not allowed . User Manual – Release 5 29 . Edit remarks Gives the user the right to add text remarks to the calls. .Recorded call access for the user account can be set with the following values. provided they are within the ‘Access calls’ configuration. Play calls This allows the user to replay calls.Inherit from settings from user’s group: [.] . Calls are commonly marked using a function key pressed during a call. Download calls Allows the user to download the call from the recorder to a file on the local computer using the web interface.Allowed for the calls in the coverage: […] Access calls This gives access to the call information only but all additional ‘recorded calls’ access permissions depend on this configuration. the additional access permissions will be irrelevant.. Change marks afterwards Allows the user to change call marks through the web interface. This right will allow the user to override this mark afterwards..

using the web interface.Mail calls Allows the user to email the call to someone else. If the latter option is used the call will remain visible in the recorder but will no longer be able to be replayed. When deleting a call the user is given the choice to delete the call audio and data. Delete calls If applicable. View call’s audit trail This allows the user to view the audit trail for the call selected. If not. Note: The complete call delete functionality can be disabled on installation. a choice is made whether deleting calls is allowed. all rights and menu items involving call deletion are removed. enable or enable a channel for a period of time. this will allow the user to delete a call from the recorder. CHANNEL OVERVIEW The same access type as for calls is also possible for the real-time channel overview. Restore calls This will allow the user to restore archived calls from archive media. The channel User Manual – Release 5 30 . Access is given to various channels defined through “coverages”. When installing the CT Recording Solution software. Channel properties Allows the user to change channel properties such as: disable. or to only delete the call audio.

Real-time playback Allow the user to listen in on a call in progress. The user must have access permissions for this channel overview menu.properties can be changed in the channel overview screen (System Status->Channel overview). Within this submenu display you will find the ‘Add user group’ button with which you can create a new group. The ‘calls in progress’ option in global settings menu (System Installation->Global settings) must be set. • Via the recorded calls overview screen. the real-time audio is output. Real-time play of calls in progress is accessible in 2 ways: • Via the channel overview screen (System Status->Channel overview). which cannot be deleted. When deleting a group all users within this group can be automatically moved to another group. By ‘playing’ a call in progress. If you have sufficient rights. 5. The number of users assigned to the group is listed in the member’s column. Only then calls in progress are listed in the recorded calls overview.2 User groups The “user groups” menu shows all available user groups in the system. The user must have access permissions for the channel overview menu. The Administrators group is an in-built group. you will see these function buttons at the end of each row: User Manual – Release 5 31 . A name and description is given for each group.

Name and description This defines the group name and its description. Users in group This shows the users added to this group. you will see all the possible rights setting for this user group at the bottom of the screen. the following shows at the bottom of the screen. Permissions There are two windows showing the group access permissions and the group call permissions.1 Edit or add user group If you are editing or adding a user group.2. The group will be visible in the system by the group name. Adding a user to a group is done when editing user settings.2. A user can be User Manual – Release 5 32 . 5.2 Group access permissions. Edit Permissions Delete 5. The group access permissions define the menu access for users in this group. roup call permissions If you press the ‘permissions’ button.

etc can be made accessible. Each of the settings is described in paragraphs 5.1.3 and 5. User Manual – Release 5 33 .1. In this way system settings.4. These rights settings are exactly the same as the user access rights.given access rights per menu and submenu. user settings.

5.3 Coverage
The coverage is important when setting user rights. In this
manner a user could be given access to calls of other users in the
system. A coverage consists of one or more of the following
items:
• Users and/or User groups
• Channels and/or Channel groups
• Extensions
• Time based coverage
• (optional) Custom database field content
• Mark based coverage
Any combination of the above items is possible. When setting
user rights or user group rights, call access can be given based on
a predefined coverage.

In this submenu display you will find the button ‘Add coverage’.

With this button you can create a coverage. If you have sufficient
rights, you will see these function buttons at the end of each row:

Edit
Delete

User Manual – Release 5 34

5.3.1 Edit or add a coverage
Editing or adding a coverage displays the coverage details. A
name is given to each coverage by which the coverage is referred
to in the CT Recording Solution. The ‘Overview of all coverage’
window shows multiple collapses. The following table shows all
different collapses, where the type of filtering clarifies how the
collapse is combined with other collapses.

Collapse Type of filtering Type

User-based OR System default

Channel-based OR System default

Extension-based OR System default

Time-based AND System default

Content-based AND Optional

Mark-based AND System default

If additional database fields are added to the recorded database
an extra collapse is shown called “Content-based coverage”.
User-based coverage

The user-based coverage collapse allows you to select individual
users or complete user groups

User Manual – Release 5 35

Channel-based coverage

The channel-based coverage collapse allows you to select
individual channels or a complete channel group
Extension-based coverage

The extension-based coverage collapse allows you to select
individual extensions.
Content-based coverage

The content-based coverage collapse allows you to define the
custom database field content filters. Additional data fields of
types Textual or Numeric can be selected. For these data fields
the option ‘Coverage based on content’ must be set in the field
definition. Only these fields will be shown in the content-based
coverage collapse.

User Manual – Release 5 36

It is possible to define more than one value per field. the coverage will match if any of these values match. When unchecked it will be ignored for the coverage builder. User Manual – Release 5 37 . If the field content matches (one of) these values (including wildcards). by defining “Calls made last week”. When multiple values are selected. “Include” defines whether the additional field will be used within the coverage. The time based coverage setting is an overall access restriction above all other defined collapse settings within the coverage. The dynamic options (“Calls made last …”) have a minimum setting of 1 hour and a maximum of 1 month. “Combined” can be “AND” or “OR”: • AND: it will match the coverage if all values in the fields (that are ticked for “Include”) correspond with the given criteria • OR: it will match the coverage if any of the values in the fields (that are ticked for “Include”) correspond with the given criteria Data fields containing a pre-defined look-up list can contain multiple values within the coverage builder. the user will only have access to his calls which are not older than one week. Time-based coverage The time-based coverage collapse allows you to define the maximum access time of the calls you’re allowed to see. The matching result will depend on the “Combined” and “Include” options. E. it will be used.g. When ticket. the call will match the coverage.

User Manual – Release 5 38 .Mark-based coverage The mark-based coverage allows the selection of one or multiple call marks. This coverage will result in access to only the calls that have one of these marks applied. The [Save changes] button saves the coverage settings.

1 General info This screen shows all the available version information from the current recording system. A number of collapses are shown. Use this button to copy the complete CT Recording Solution version information to the Windows clipboard. recorder storage information.1 Copy general info to clipboard for maintenance At the right hand end of the menu bar is the ‘note’ icon. In a multi- satellite system each satellite will be showed in a separate collapse. Dll version information shows the installed software modules used by the recorder. system messages and the real-time channel overview. 6. User Manual – Release 5 39 . Global version information shows CT Recording Solution.6 System status The system status menu gives access to all recorder status information.1. IIS and databases versions. This will be showed per CT Recording Solution voice recorder. This includes software version information. The last collapse shows all version information for the installed Parrot DSC API and Parrot DSC Cards (with serial numbers and firmware versions). 6. This text document can be used for support and administration. This permits all information to be stored in a text document.

The upper part of the screen shows the recorder state. • Recorder name/IP-address • Users logged in. The following items are shown. both in the web interface and via free- seating registration • Channels in the recorder including number of channels currently active • Temporary directory drive space to which recording is taking place • ‘Running’ indicates that the recorder is operational AND linked to the server • ‘Alarms’ shows the number of active alarms in the system User Manual – Release 5 40 . This is the status of all the recorders in a server/satellite system.2 Recorder storage The recorder storage screen provides all relevant details about available drive space. archiving health and recorder health. per recorder.6.

User Manual – Release 5 41 .000 hours using GSM compression. A separate ‘database location status’ shows the available drive space for the database. Normally this is not a problem as an 80GB local hard drive is able to store a minimum of 13. the audio FIFO process has the effect of freeing space for the database. If the amount of free space reaches a certain level (set in the system installation menu). the oldest calls are deleted to free disk space. this is a permanent backup copy of calls that are still available on the live call recording disk. “Archiving” does not delete them. however.‘Audio location status’ shows the hours of recording left on the recorder hard drive. This location is used “First In First Out” (FIFO). together with the actual number of bytes and percentage left. However. if the database is on the same logical drive as the audio files (default). Be aware that database drive space is not controlled in a FIFO manner and must be maintained manually. The lower part of the screen shows the Archive storage status. The administrator will have to make sure that calls have been archived before this deletion takes place. and the archiving software archives calls within 15 minutes. The term “archive” is used. if necessary.

Per archive location. and an audible alarm sounds on the recorder chassis if the ‘Enable beeping on archive media full’ option was selected during system installation. The remaining space is shown as a percentage (%) indication as well as in hours (this figure is automatically calculated by the recorder. the archive storage status alarm is cleared. As soon as this has happened. depending on the chosen compression). a new dvd needs to be inserted. The situation needs to be rectified to mute the alarm. or a new external hard disk attached to stop the alarm. space left. Information regarding the removed archive medium is transferred to the Media management overview. the ‘archive storage status’ is displayed in red. archive status and media type. For instance. The progress status of any active archive run is shown as percentage. if the audible alarm started because the archive storage is full. the status screen shows the date and time of the first and last backup run. User Manual – Release 5 42 . When the archive storage capacity is reached.

including first and last call on the medium as well as archive dates and the media secure code. The archive information for each disk is listed.3 Media management The Media management overview shows a list of removable archive media which have been removed from the archive drives. When clicking on one of the lines in the media management overview.6. User Manual – Release 5 43 . Click “Print” to produce a DVD label containing the archive media details. all details are presented in a separate box (shown above).

it only indicates support activity to the customer. The alarm could now either be Attended or be Cleared by system. alarm level. Each of the alarms could have on of the following states: Unattended alarm An alarm which is active. it will reappear in the alarm overview. If an alarm is attended. the alarm can be manually cleared. The status is Cleared and confirmed. status and message. User Manual – Release 5 44 . This alarm will be shown for 24 hours in the alarm status overview.6. Attended alarm An alarm which is active and manually attended by a support person to indicate active support. Attending an alarm does not resolve the alarm. To attend the alarm a support engineer must click the icon at the alarm line. Clearing the alarm manually is done by pressing the icon. No action have been done yet to resolve this alarm.4 Alarm status The Alarm status screen shows an overview of all active alarms in the system. For each alarm a unique reference number is shown as well as date/time. If an alarm is cleared but not solved.

the system will attend and confirm all the shown alarms at once. By clicking this icon. User Manual – Release 5 45 . To easily attend and confirm these alarms. Such alarms can be confirmed for clearance by pressing: • the icon. which will confirm only that particular alarm • the icon. The alarm to filter on. which will confirm all the “cleared by system” alarms at once Even if the alarm was not yet attended. the system provides filter facilities for similar alarms. Cleared by system An alarm which is no longer active in CT Recording Solution will get the status cleared by system. it could be cleared directly.g. an extra icon appears in the right corner of the application: “Attend and confirm filtered alarms”. can be a particular error number or it can be a group of errors by using wild cards: • *: anything (0 or more characters) • ?: any character (exact 1 character) Once the filter is applied. wiring of the channels.During installation and configuration of a CT Recording System it’s not uncommon that the system generates multiple alarms due to e. There is no reason anymore to attend the alarm as it is already gone.

5 Alarm history All alarms which have been solved will move from the Alarm status to the Alarm history screen. the alarm details will be presented. Click the line for additional alarm audit details such as dates for User Manual – Release 5 46 . 6. When clicking on one of the alarm lines. will get the status cleared and confirmed. These alarms will be shown for another 24 hours in the alarm overview before being moved to the alarm history screen. The overview shows all state changes including date and service person logged in to CT Recording Solution when attending an/or clearing the alarm. Each line is representing a historical alarm including all details.Cleared and confirmed An alarm which was manually cleared.

The alarm to filter on.alarm status changes including service person logged in to CT Recording Solution when attending an/or clearing the alarm. To easily find certain historical alarms.6 Audit Trail User Manual – Release 5 47 . the system provides filter facilities for these alarms. can be a particular error number or it can be a group of errors by using wild cards: • *: anything (0 or more characters) • ?: any character (exact 1 character) 6.

For call access events. and replays. To pinpoint a specific audit trail event. Whenever a user clicks a [Save Changes] button. When exporting. the time.The following actions are audited: • User login. • All configuration changes. Only show events older than the specified date and time. Whenever a user searches for a call. User Manual – Release 5 48 . an audit trail event is created which includes all relevant details. user. User filter. action. Show only the audit trail events for a specific section of the recorder application. For every audit entry. a number of filter options are available: Date and time filter. an audit trail event is created which includes all relevant details. Section filter. Only if the logon is successful is the username put into the audit trail. marks. The audit trail list may be exported to a csv-file for further reference. All audit trail event columns will be included in the exported file.g. Every login attempt is audited. Show only the audit trail events for a specific call. only show events for [archive rule] configuration. user’s IP/Hostname. remarks it etc. the section of the recorder application and audited event details are logged. These include all audit trail events currently shown in the audit trail screen. To set a date and time from when audit trail events must be shown. Call ID filter. all audit trail entries within the defined filter parameters will be exported. Only show the audit trail events for a specific user. E. the call ID is listed as well. • All call access actions.

the square is highlighted.7. 6. you may be able to disable a channel or activate a channel for a certain time span. The channel properties and real-time channel playback options are visible for the selected channel. (If necessary.7 Channel Overview This screen provides the real-time channel overview. the channel’s full name and activation state to be shown.1 Channel properties Selecting a channel permits the channel properties. Depending on your account rights. User Manual – Release 5 49 . Java must be installed on the client PC in order to use the real-time channel overview and real-time call play functionality.exe) When a channel is selected. Java may be downloaded from the recorder system via this URL: http://recorder/files/java. Select a channel by clicking on it.6. The channels are shown in a separate collapse per recorder. The channel colour corresponds to the channel state (the meaning of the colours is shown in the ‘legend’ window).

2 Real-time channel playback Click on the speaker icon to initiate real-time playback for a channel. The icon will change. The audio currently on this recorder channel will be output on the client pc speaker.6.7. The account rights to permit real- time replay access are defined in user management. indicating that real-time playback is in progress. User Manual – Release 5 50 .

1 Call search When the ‘call search’ sub menu is active. If all of the collapses are closed (as in the picture above) the search will return all available calls. User Manual – Release 5 51 . Calls may be selected from those stored on the voice recorder by specifying a number of search criteria.1 Search form A selection criterion is only applied to the search if its “collapse” has been opened (by clicking on it). If multiple collapses are open the collapses will be combined as an “AND” for the search. 7.7 Recorded calls Before a call can be accessed from the CT Recording Solution for replay. up to the maximum number (as defined in the system installation.1. the following screen is shown. Different search criteria may be combined to reduce the number of calls retrieved to a manageable size. The search criteria within the collapses will be combined as an “OR” per collapse. a search action must be initiated to obtain a selection of the recorded calls. global settings menu). Each of the selection criteria is shown within a separate “collapse” on the search form. 7.

The x in this case may be configured to be any number in the range 2 – 23. Duration The duration collapse allows you to search for calls with a specific duration. together with the call listing “Auto-refresh” functionality. last day. Standard date spans available are: last hour. last x hours. The system will only show users/user groups that fall within the access coverage of the user. Connectivity (Channels/Channel Groups/Extensions/Direction) The connectivity collapse allows you to search for calls: User Manual – Release 5 52 . a Last Call Replay web GUI can be built (see paragraph 5. It is possible to search for calls with duration of less than. All the given criteria need to match for the resulting calls (the search works as an “AND”). more than or between a specific duration span. When selecting “last x hours”.1. Call id The call id collapse allows you to find a call by its unique call id. It is possible to search for calls before. This means that the user will not see any other users/user groups within the system. User details (Users/User groups) The user details collapse allows you to search for calls by specific user(s) or user group(s). between or on a specific date. Remarks The remarks collapse allows you to search for calls which have had specific remarks text added to them.3). last week and last month. only calls made during the last x hours are shown.Date Span The date span collapse allows you to search for calls depending on their creation date. after. This is useful for retrieving a specific call which has already been identified (and its id noted). Note: by using the “last x hours” search query.

certain extensions) of other users within the system.g. order independent • Exact match: the given word(s) need to be available in exact the same way (not more or less words/characters) Besides the selection box. etc. The system will only show connectivity items that fall within the access coverage of the user. This means that the user will not see any other connectivity details (e. Use the selection box to specify the type of matching: • Match all words: all the given words need to be available. E. the given words can contain wildcards: • *: anything (0 or more characters) • ?: any character (exact 1 character) Multiple words should be separated by a space.• made on specific channel(s) • within specific channel group(s) • made on specific extension(s) • with an inbound/outbound direction All the given criteria need to match for the resulting calls (the search works as an “AND”).e. Number information (CLI) The number information collapse allows you to search for calls by CLI (i. order independent • Match any word: one or more of the given words need to be available. User Manual – Release 5 53 .: peter 235 Marks The marks collapse allows you to search for calls marked with specific mark type(s). Using partial numbers permits selection of calls to specific area codes. or particular organisations. to or from a specific telephone number).g.

Custom database fields The custom database field collapse allows you to search by any of the added database fields.1. 7. A stored query is given a name and may be shared with other users. User Manual – Release 5 54 . Any query can be stored and selected afterwards or shared with other users of the CT Recording Solution. this search query will also be shown as ‘stored search query’ for other users. When shared with other users. Start searching for calls matching the search criteria by pressing the [Submit query] button. Define the search criteria and press the [Store query] button. After saving it will appear in the stored search queries list.2 Stored search queries The search submenu also shows the stored search queries.

Add or remove a column from the columns currently selected. the column on which to sort the call data and the number of calls per page are also defined.7. Move the column up or down in the list. A selection of columns may be stored and shared with other recorder users.2 Column selection The column selection submenu allows you to select the columns visible in the calls listing window. This changes the column order. When storing a ‘view’. The function buttons are used to add and remove columns from the selection. Add all columns to the currently selected columns. User Manual – Release 5 55 .

The maximum search time is also defined there. and will need to be tightened to obtain useful results. your selection criteria are not sufficiently rigorous.3. User Manual – Release 5 56 .7.1 Search results The search results window shows all call data columns selected. This screen shows the list of calls found using a call search query.3 Calls listing Probably the most important submenu is the calls listing. Calls can be played using the audio player. For each call. 7. The column width is changed by dragging the mouse pointer to the left or right. details are listed in the call details window. The columns displayed are defined in the column selection submenu. The column widths can be changed by pointing the mouse pointer at the column boundaries and clicking the left mouse button. If a search action returns the maximum number of search results. Note: The maximum number of results is limited and defined in the system installation menu.

3). 300s and 600s. The number of pages of results is shown at the bottom of the search results window. All call result pages will be exported. A simplified column selection window is displayed allowing the user to select a stored view or change the current view. To listen to the recorded call. The refresh interval is reset at every mouse click in the search results page. The search results window has a number of function buttons in the upper right corner: Export the search results to a comma separated file.1. Resubmit the call search query to get the most recent calls. a Last Call Replay web GUI can be built (see paragraph 5. 60s. There are buttons to navigate through the pages. Options are 15. Open the on-line web interface help window. The ‘Resubmit the search query’ action is carried out at regular intervals. if that was your user option. explaining the items shown on the current page. 25.The latest column width is automatically saved in the user profile. 50. Only visible columns in the search results page will be included in the export file. Options are ‘–‘ (no auto refresh). 100 and 250. Note: by using the “Auto-refresh” functionality together with the “last x hours” search query. The csv- file may easily be imported to excel for further analysis. refresh every 30s. Auto-refresh the search results. click on the call and the audio player starts automatically. User Manual – Release 5 57 . Activate the quick column selection. Change the number of calls per page.

play and forward. Toggle time notation. pause. The play time is displayed in the upper right corner. stop.3. end play loop and stop looping. It is possible to click on the call slider and move it to the right or left for fast navigation.mmm]. Rewind. The call loop is highlighted on the play timeline. Call looping. The function buttons are: Call navigation. .mmm] User Manual – Release 5 58 .Absolute play time [YYYY-MM-DD HH:MM:SS.Relative play time counted down (from end of call)[-HH:MM:SS. .mmm]. loop etc. Start play loop.7. mark.Relative play time from start of call [HH:MM:SS.2 Audio player The audio player window has a number of function buttons to navigate. Time notations are: .

the rest of the controls is supported. Remark texts: Add a remark. Call remark text. When adding a remark. After editing. Play speed. As the call replays. User Manual – Release 5 59 . delete a remarks and edit a remark. (Press left mouse button while pointing at the player title bar and move the player window by moving the mouse). Call remark positions.3. The play area will be maximized to the full web area. Change the play volume with the + and – buttons. Change the play speed with the + and – buttons 7. Play volume.3 Screen recording The Screen Recording player will be visible above the audio player. The player could be maximized by pressing the button in the upper right corner. the  button must be clicked to store the remark with the call. From the existing play controls the LOOPING function is not supported when replaying Screen Recordings. It is possible to change the player position by dragging it as standard window. Skip next: The next call in the call list will be played. the text of the remark previously encountered is displayed in the lower part of the audio player window. the position in the call is highlighted with a remark icon.

This needs to be done once per logon session. Consult the Screen Recording Installation Manual for details. User Manual – Release 5 60 . a .NET policy must be set on this Client system to accept Screen Recording data from the recorder. When using the Screen Player.Remarks: To use the Screen Player on a client system. a mouse click on the Screen Player window is required to activate the control.

User Manual – Release 5 61 . Only visible if the user has delete rights for the selected call. Call deletion functionality may have been switched off completely via the global settings menu. The call details window has a number of function buttons in the upper right corner. By default this functionality is switched off. These function buttons are displayed or hidden depending on the user rights settings. Delete the call. Only visible if the user has email rights for the selected call. Download the call from the recorder.4 Call details The call details window shows all available call details.7.3. Custom database fields can be accessed and the audit trail for the selected call may be viewed. Depending on the user rights it is possible to mark the call via the ‘Marked as’ drop down menu. Only visible is the user has download rights for the selected call. E-mail a call from the recorder.

When using custom database fields with fixed values. The audit trail collapse shows a summary of the call’s audit trail events. action and the user’s IP/Hostname for each audited call action. user. User Manual – Release 5 62 . an answer dropdown is shown. A more detailed audit trail is available in the system status menu. Editable fields can be amended here. It shows the information fields: date/time.The custom fields collapse shows the custom database fields content.

7. Reports are: • % utilization • Call volume • Average call length • Hours on call Each of these reports can be created on a per user or channel basis. The call statistics functionality is located in the recorder calls tab. User Manual – Release 5 63 . Each report has a drill down function which allows users to click on an area of the bar graph for a more specific report. An additional menu ‘call statistics’ has been added. User based reports will ONLY show reporting bars for recorder users with defined first name and last name fields.4 Calls statistics The Call Statistics feature offers call reporting functionality on recorded calls. It enables a variety of reports on the recorded calls channel occupation to be created. Access to this menu is granted per user account as explained in chapter 5.

The last option is defining specific user or channel groups to report on. First of all the report type needs to be chosen. Based on this choice a number of individual users or channels can be selected. The next step is definition of users or channels to report on. User Manual – Release 5 64 .Last month Report on calls made last month. The report filter section defines the reporting date span and defines a filter on call direction to be included in the report. Again the user or channel group picker could be shown by pressing the [>] icon.7. The maximum date span for reporting is one month of data. . . A choice could be made to report based on users or on channels. Date span options are: . Press the [>] icon to open the user or channel picker.Last day Report on calls made last day.4. .Between … and … Report for a specific date span.Last week Report on calls made last 7 days.1 Reporting inputs A number of parameters can be set to define the report output.

To generate the report based on the selection inputs.2 Drill down reporting – Average Call length By using the drill down reporting feature. press the ‘Generate chart’ button. an additional table will be added to the report including the report values per reporting bar. the Go back one step button allows the user to return to the previous report. In each newly generated report. . reports can be reviewed and the source of low or irregular evaluations can be found in just a few clicks of the mouse. If this option is tagged. Report options: Do not show report data. both inbound and outbound. User Manual – Release 5 65 .4. Additional details such as the reporting interval or user information are shown when the mouse is held over a specific reporting bar. 7. Report filter: Calls last month. Default values are: Report type: User/channel % utilisation per hour of the day Reported users: Users.Call direction options are: . all users and all user groups.No filtering Report on incoming and outgoing calls. When pressing the ‘Reset form’ button all reporting input fields will be reset to default values. The last option is adding report data to the report output.Inbound/Outbound Report on inbound or outbound calls only.

User Manual – Release 5 66 . the first report will show the average call length per user/channel calculated over the reporting time span.For call statistics reporting based on the Average Call Length per user/channel report. a new report is generated displaying the details for this specific bar. By clicking on the bar. For each reporting day a separate bar is shown. The drill down report shows the average call length for this specific user over the reporting time span.

Y-axis: Average Call length in seconds over reporting period. X-axis: Reporting days within total reporting date span. Average call length per user group/channel group. X-axis: User group/channel group. Y-axis: Average Call length in seconds per reporting hour. Y-axis: Average Call length in seconds per reporting day. Average call length per user/channel X-axis: User/channel. X-axis: Reporting hours for selected reporting day. Average call length for user/channel per hour at selected day. 3. 4. User Manual – Release 5 67 . For each hour of the selected day. 2. Using the drill down feature. The report shows the average call length for this specific user on the selected reporting date. the Average call length report includes the following drill down bar graph reports: 1.By clicking on the bar. the average call length is shown. again a new report is generated displaying the details for this specific bar. Average call length for user/channel per day. This is the last drill down step. Y-axis: Average Call length in seconds over reporting period.

Number of calls per user/channel. 3. Y-axis: Calls over reporting period. Number of call for user/channel per hour at selected day. Drill down report steps are: 1.4. Drill down functionality is offered to zoom in at specific bars in the report for analysis. X-axis: Reporting hours for selected reporting day. Number of calls per user group/channel group. X-axis: Reporting days within total reporting date span. Y-axis: Calls per reporting day for user/channel. User Manual – Release 5 68 . X-axis: User group/channel group. Y-axis: Calls over reporting period. 2.7. Number of calls for user/channel per day. Y-axis: Calls per reporting hour for user/channel. 4.3 Calls per user/channel The calls per user/channel report shows a bar graph representing the number of calls for the reported user or channels over the reporting period. X-axis: User/channel.

3. X-axis: Reporting days within total reporting date span. X-axis: User/channel. Y-axis: Hours on call over reporting period. X-axis: Reporting hours for selected reporting day.4 Hours on call per user/channel The Hours on call per user/channel report shows a bar graph representing the number of hours a user or channel was involved in calls over the reporting period. Y-axis: Hours on call per reporting hour for user/channel. Y-axis: Hours on call over reporting period. 4. X-axis: User group/channel group. Y-axis: Hours on call per reporting day for user/channel.4. Hours on call per user group/channel group. Hours on call for user/channel per day. Drill down functionality is offered to zoom in at specific bars in the report for analysis. User Manual – Release 5 69 .7. Hours on call for user/channel per hour at selected day. 2. Drill down report steps are: 1. Hours on call per user/channel.

X-axis: Hours of day 0-23. X-axis: Reporting days. Utilisation at selected hour on user/channel group for selected day. Y-axis: Average utilisation per day at selected hour.4. X-axis: User/channel group Y-axis: Average utilisation for reporting day at selected hour. User Manual – Release 5 70 . 2.5 Utilisation per hour of the day The Utilisation report shows a bar graph representing the average % utilisation per daily hour for the reported users or channels over the reporting period. Drill down report steps are: 1. Bar 0 represents 00:00 till 01:00. Utilisation for selected hour for user/channel groups. Y-axis: Average utilisation for groups over reporting period. 3.7. Drill down functionality is offered to zoom in at specific bars in the report for analysis. Utilisation per hour of day for user/channel groups.

an options menu is displayed enabling reports to be saved. e-mailed or printed. For further drilldown. Report limitation: For group based reporting (user group/channel group) all drilldown levels are supported.6 Exporting reports Reports can be exported as pictures straight from the reporting screen. for example. For individual based reporting (user/channel) only the 1st drilldown step is supported.4. copied. By clicking on the right mouse button while pointing the mouse at the report graph.4. Utilisation at selected hour on user/channel at selected day X-axis: User/channel Y-axis: Average utilisation for reporting day at selected hour. The copy function only produces a simple copy of the graph without any additional report data. The report can be copied into. Example: Report copied from the reports screen using the Copy function. Word documents for use in customised presentations or when reviewing reports. a group based report must be chosen. 7. User Manual – Release 5 71 .

This will copy the complete report. including report header information and report data (if report data is enabled in report options) to the clipboard.To include report data when exporting a report click the icon in the upper right corner of the report section. This copied information can easily be in integrated into Word documents. User Manual – Release 5 72 .

8 Adjusted new MynaVoice logo.0 support 27-04-2004 3.1 Reviewed for MynaVoice version 2.0.0 Operation 24-06-2004 3.2 features) Updated chapter 5. chapter 5.1.10 Updated for R3.4 Call Statistics. 07-11-2007 3.1.20 functionality.1 Reviewed for MynaVoice Version 2.2 features) User Manual – Release 5 73 .2 Corrections to icons according to new patches 25-10-2004 3. 18-02-2008 5.5 Updated manual for MynaVoice version 3. Minor lay-out changes 11-03-2009 5. 19-04-2007 3.15 Security Update items.2. chapter 2. Minor updates in Call statistics chapter based on support feedback.4 15-03-2004 2.3 Coverage (new CT5.1 Maintenance items moved to maintenance manual 18-04-2006 3.0 Operation with the Patch 2 for Free seating feature 20-09-2004 3.9 Updated for R3.0.0.0: Last successful logon message in status bar.1) 06-05-2008 5. 25-09-2006 3.1: Domain authentication method of users.0) 27-05-2008 5.4 Minor text change in chapter “Alarm status” 27-10-2008 5.3 Included Patch 3 features 11-08-2005 3.Version history Date Version Remark 01-06-2003 2.0 Reviewed for MynaVoice Version 2.0 Updated for CT5.6 Added MynaVoice R3.7 Added audit trail enhancement for configuration changes. 23-06-2006 3.2 Revised for colloquial English acceptability 15-05-2008 5.1 Added LCR functionality (introduced in CT5.1 Search Form (new CT5.3 Added Screen Recording Player (introduced in CT5.5 Added chapter 7.4 Updated manual for MynaVoice version 3 05-01-2006 3.0 First Release for software version 1. 17-12-2007 5.6 Updated chapter 7.30 functionality.functionality. Updated A5 layout.

3 features 06-10-2009 5.1 Edit or add users (supported characters for username) 31-03-2009 5.5 Alarm history: new CT5.3) User Manual – Release 5 74 www.8 Added: mark based coverage (chapter 5.3 features Updated chapter 6.cybertech-int.com .7 Updated chapter 6.2.4 Alarm status: new CT5. Updated chapter 5.