Professional Documents
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Communication Manager
Release 7.7
User Guide
Issue 1
June, 2006
© 2003-2006 Witness Systems, Inc. Warranty
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Avaya Inc. is not responsible for the contents or reliability of any linked
Preventing toll fraud
Web sites and does not necessarily endorse the products, services, or
"Toll fraud" is the unauthorized use of your telecommunications system information described or offered within them. We cannot guarantee that
by an unauthorized party (for example, anyone who is not a corporate these links will work all of the time and we have no control over the
employee, agent, subcontractor, or person working on your company's availability of the linked pages.
behalf). Be aware that there may be a risk of toll fraud associated with
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Providing telecommunications security
All materials (regardless of form, and including, without limitation,
Telecommunications security (of voice, data, and video communications) software applications, documentation, and any other information relating
is the prevention of any type of intrusion to (that is, either unauthorized or to Witness Systems, its products or services "Witness Materials") are the
malicious access to or use of) your company's telecommunications exclusive property of Witness Systems, and subject to the clickwrap
equipment by some party. Your company's "telecommunications license agreement terms and conditions presented to you during
equipment" includes both this Avaya product and any other voice/data/ installation of the Witness Materials. Only expressly authorized
video equipment that could be accessed via this Avaya product (that is, individuals under obligations of confidentiality are permitted to access,
"networked equipment"). An "outside party" is anyone who is not a review and use the Witness Materials. By accessing, reviewing and/or
corporate employee, agent, subcontractor, or person working on your using the Witness Materials, you expressly agree to (i) the terms and
company's behalf. Whereas, a "malicious party" is anyone (including conditions contained in the Witness Systems clickwrap license
someone who may be otherwise authorized) who accesses your agreement, (ii) not disclose these materials to any third party except as
telecommunications equipment with either malicious or mischievous expressly authorized by Witness Systems, and (iii) protect the Witness
intent. Such intrusions may be either to/through synchronous Materials as confidential and trade secret information. Any unauthorized
(time-multiplexed and/or circuit-based) or asynchronous (character-, review, retransmission, dissemination or other use of the Witness
message-, or packet-based) equipment or interfaces for reasons of: Materials is strictly prohibited. If you are not authorized to access, review
• Use (of capabilities special to the accessed equipment) or use the Witness Materials, please return the Witness Materials in their
• Theft (such as, of intellectual property, financial assets, or entirety (and any copies) from where they were obtained. EXCEPT AS
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• Eavesdropping (privacy invasions to humans) CLICKWRAP LICENSE AGREEMENT, ALL WITNESS MATERIALS
• Mischief (troubling, but apparently innocuous, tampering) ARE PROVIDED "AS IS" AND WITHOUT WARRANTY OF ANY KIND.
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RESPECT TO THE WITNESS MATERIALS (AND ANY COPIES OF
Be aware that there may be a risk of unauthorized intrusions associated THE SAME) PROVIDED HEREUNDER OR OTHERWISE, WHETHER
with your system and/or its networked equipment. Also realize that, if ORAL OR WRITTEN, EXPRESS OR IMPLIED, INCLUDING, BUT NOT
such an intrusion should occur, it could result in a variety of losses to LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY,
your company (including, but not limited to, human and data privacy, ACCURACY, NON-INFRINGEMENT, SYSTEM INTEGRATION, AND
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and legal costs). EXPRESSLY PROVIDED IN THE WITNESS SYSTEMS CLICKWRAP
LICENSE AGREEMENT, NEITHER WITNESS SYSTEMS NOR ITS
Responsibility for your company's telecommunications security
AFFILIATES OFFICERS, DIRECTORS, EMPLOYEES,
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• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure your Avaya-provided
telecommunications systems and their interfaces. Your Avaya-provided
software applications, as well as their underlying hardware/software
platforms and interfaces. Any other equipment networked to your Avaya
products.
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Castor Copyright 2000-2002 (C) Intalio Inc. All Rights Reserved. information on the Apache Software Foundation, please see
http://www.apache.org/.
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("Software"), with or without modification, are permitted provided that the Portions of this software are based upon public domain software
following conditions are met: originally written at the National Center for Supercomputing Applications,
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and notices. Redistributions must also contain a copy of this
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• Products derived from this Software may not be called "Castor" nor telephone numbers for escalation within the United States. For escalation
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• Due credit should be given to the ExoLab Project
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Apache
Copyright (c) 2000 The Apache Software Foundation. All rights reserved.
Witness Contact Recording creates audio files of calls that have occurred on your
telephone system. Authorized users can search and replay recordings of interest using the
browser based application described here.
This chapter explains how to:
z access the search and replay application
z find recordings of interest
z listen to recordings
z export recordings to a file
z use “Call Sets” to organise recordings
This manual is intended for end users of the application. Instructions on how to manage,
customize and configure the application are included in the Planning, Installation and
Administration Guide.
Logging In
Witness Contact Recording supports two access schemes. It may be integrated with your
Windows domain accounts or it may be using its own application accounts.
Windows Accounts
If you have already logged on to a Windows account and the Witness Contact Recording
server is configured with your domain and user details, then you will be taken directly to the
search and replay form.
Tip:
Tip: If you were also given a password, enter it here. Otherwise leave the
password field blank.
2. Click OK
Setting a Password
If your password has not yet been set, you will be automatically taken to the Change
Password page. Here you should
1. Leave the Old Password field blank.
2. Enter a New Password
3. Enter the same in the Verify New Password field
4. Click OK
You will now be taken to the search and replay page.
Whenever the software on the system is upgraded, you may also be prompted to
download an updated version of this control.
Utility Links
At the top right of the page, are some links that perform basic functions:
Refresh
Click this link to refresh the page. It acts identically to the Search button and will perform
the search again using the filter settings currently entered.
Help
Click this link to access online help.
Change Password
This link is only visible if you logged into the application using a Witness Contact Recording
account. Click it to change your password as described in Setting a Password on page 7.
Tip:
Tip: If you accessed the application via a Windows domain account this link is
not present.
Logout
This link is only visible if you logged into the application using a Witness Contact Recording
account. Click it to log out of the application.
Tip:
Tip: If you accessed the application via a Windows domain account this link is
not present.
Logging Out
If you logged into the application using a Witness Contact Recording account, your session
will be timed out automatically after 60 minutes of inactivity. To log out sooner, click the
Logout link at the top right of the screen.
If you accessed the application via a Windows domain account you remain authorized to
use the application as long as your Windows authorization is valid.
Finding Recordings
Basic Search
To find the recording(s) of interest to you,
1. Enter the search criteria that define the recording(s) of interest. This must include a
date/time range and can include any combination of other search filters shown in the
left-hand pane.
2. Click the Search button.
Recordings that match your filter settings will be shown on the right-hand side of the
screen.
Security Restrictions
Each recording made by the system is marked in the database with one or more “owners”.
This is typically the extension number or agent number that was recorded (but can be
overridden by the System Administrator).
Note:
Note: Each user account is given access rights to specific sets of owners. You
should ensure that your account is given the appropriate access rights.
Otherwise you will fail to find the recordings you are looking for.
Filter Fields
The filter pane on the left-hand side lets you specify one or more criteria that define the
recordings of interest. Normally these filters are empty when you first access the
application but if the System Administrator has enabled the feature, they will retain your
previous entry (if any) from one session to the next.
Most filters are enabled by selecting an “operator” from a drop-down list at the left and then
entering text in the neighbouring box. For example, selecting Incl (includes) and typing
1000 will select calls where that field includes the text “1000”.
Important details and tips regarding each of the fields shown are given below:
Parties
This field lists the parties connected to the call during this recording. These can be internal
extension numbers or external dialled numbers or inbound caller identification (ANI or CLI)
z This is the most useful filter setting after Call Start Range.
z The order in which parties are listed depends on the setup of the recorder as well as the
direction of the call. As a result Incl (includes) is by far the most useful option.
Agent
This field shows the Agent login ID of the agent who was logged in to the position being
recorded.
Length
This field lets you select recordings by their duration.
z Greater than (>) and less than (<) filters are most useful
z Enter the duration as seconds or minutes and seconds (e.g. 80 and 1:20 are the same).
Service
This field shows the Vector Directory Number (VDN), if any, used to route the call.
Universal Call ID
This identifies the call and can be used to search for all recordings of a given call.
If a call is placed on hold, transferred or conferenced, multiple recordings can result. These
will all be tagged with the same Universal Call ID.
Call Set
You can search for calls that have previously been placed into a specific Call Set. See
Using “Call Sets” on page 17 for more details.
The trash-can icon next to the drop-down list lets you delete a call set that you no longer
require.
Result Sets
When you perform a search, the right-hand pane shows the recordings that match the
filter(s) you have specified.
Viewing Results
The system restricts result sets to a maximum number of recordings (typically 100). Any
search you perform will return a maximum of this many results. This is necessary to avoid
accidentally overloading the recorder or the network – as could happen with a very broad
query that otherwise could return millions of results.
If the number of results is more than ten, they will be split into pages of ten at a time. Click
on the page selection links at the top of the results table to view a specific page or previous
or next pages.
To see all the results on a single page (particularly useful if you need to print out the
results) click on the Show All link. Click on the Page at a time link to return to viewing 10
results at a time.
Sorting Results
By default, results are sorted by date, with the most recent recording at the top. To change
the sort order, click on an arrow at the tops of the appropriate column. The sort order that is
currently applied is that shown by the highlighted arrow.
Playing Recordings
When you see the details of a recording that you wish to play, you can fetch the recording
and play it.
Click to Play
The simplest way to start playing the audio is by clicking on the audio waveform shown.
Click a little to the left of the start of the waveform if you want to play the recording from the
beginning
Click anywhere within the audio waveform to play from that point onwards.
Replay Controls
As your mouse moves over the replay control where the audio waveform is shown, a small
control bar will pop up.
You can use these buttons to skip backwards, play, stop and skip forwards respectively.
The right-hand button may show a floppy disk icon. If it does, click this to save the
recording as a standard WAV audio file.
Exporting Recordings
The recordings held within the Witness Contact Recording system and streamed to your
browser are deliberately kept in a format that is not immediately playable by anyone with
Windows Media Player (or similar).
You may be given the ability to export recordings to industry standard WAV files that are
readily playable on most PCs.
Permission to Export
The export feature can be:
z Disabled entirely
z Restricted to Witness Contact Recording System Administrator accounts
z Available to all Witness Contact Recording users.
If you are able to use the feature, you will see a floppy disk icon above the right-hand
column of checkboxes on the replay page.
Tip:
Tip: The default filename presented is the unique recording reference within the
Witness Contact Recording system. If you change this name, you should
note the call’s original name in case you ever need to find it again.
Bulk Export
If you have to export a large number of calls, it can be very time consuming to export a call
at a time as described in Single Call Export on page 15. Instead, you can:
1. Click on the check-box to the right of each call you wish to export.
Tip:
Tip: You can change pages or sort the results to find other calls within the result
set. Those you have checked already will remain checked as you do so.
Tip:
Tip: You can click the Select All or Select None links to check or uncheck all the
boxes.
Tip:
Tip: If you want to export most of the recordings, it can be quicker to click Select
All and then uncheck the few that you do not require.
2. Click the floppy disk icon above the checkbox column to start the export.
3. In the popup dialog you can choose to export the audio of the recordings, their call
details or both. Select the appropriate radio button.
a. If you selected Audio or Both you then choose the folder into which all the audio files
will be written.
b. If you selected Details or Both, you then specify the location and file name of the file
that will include the details of the recordings.
Having selected the file locations, the progress bars at the top show how many calls have
been exported successfully. A red block in the bar indicates a problem with the export.
Note:
Note: Call details are saved to a comma separated file suitable for importing into
Excel or any database application.
Tip:
Tip: You can change pages or sort the results to find other calls within the
results. Those you have checked already will remain checked as you do so.
Tip:
Tip: You can click the Select All or Select None links to check or uncheck all the
boxes.
Tip:
Tip: If you want to select most of the recordings, it can be quicker to click Select
All and then uncheck the few that you do not require.
2. Click the folder icon with the green plus sign (and popup tag “Add to Call Set”) above
the checkbox column.
3. In the popup dialog that appears, either enter a new call set name or select an existing
one.
4. Click Enter.
Note:
Note: This does not affect the actual recordings at all. It simply removes the
cross-references between any recordings and this Call Set and then deletes
the Call Set record.
This appendix describes a number of common problems and the steps you should take to
correct them. You may need to contact your System Administrator for assistance with
some of these.
For most problems with Search and Replay, consider the following diagnostic approaches
to narrow down the cause of the problem:
● Search for a different call, for example, one that is more recent or older; shorter or
longer
● Log in as a different user with different replay restrictions
Cannot Log in
If you can access the log in page but cannot log in:
1. Check that the administrator has entered your account with exactly the account name
you are using. Check the domain and username if using Windows accounts.
2. Check the Caps Lock key is not on. The password is case sensitive.
3. Ask the System Administrator to reset your password. Log in with a blank password
and change your password when redirected to the Change Password page.
No Audio “graph”
This means that the recorder has not sent the audio to your PC.
1. Check the server logs for errors.
2. Note the call's 15 digit reference number (shown if you hold the mouse pointer just to
the right of the radio button that you click to retrieve the recording. Search for that wav
file in the calls path to confirm that the recorded file exists.
3. Check connectivity and available bandwidth to the client PC.