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Engage - PowerPoint PPT Presentation


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Engage. Business Call Recording. Please press the F5 key on your PC to begin the presentation Click to advance. Login. Go to the internet and type: http://callrecording.miami.edu/EngageWebClient/Login.aspx Enter: Your UserId Password = default Submit. default. Login.

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Presentation Transcript
engage

Engage

Business Call Recording

Please press the F5 key on your PC to begin the presentation

Click to advance

login
Login
  • Go to the internet and type: http://callrecording.miami.edu/EngageWebClient/Login.aspx
  • Enter:
    • Your UserId
    • Password = default
    • Submit

default

login1
Login

First time users: Click Run

main screen
Main Screen

The Log provides access to the full history of system use.

The Playback log provides instant playback for many calls and playback for the last 200 calls.

main screen1
Main Screen

First time users: Click Load

log of calls
Log of Calls

The Cached Calls pane shows a directory of the most recent 200 calls recorded by the system. Parameters for these call records are:

ACD Agent ID

Name

Date

Time

Day of Week

CLID (Calling Line ID)

DNIS (Call Identifier)

DN (directory #)

Duration

Port Number

Port Name

Media

Availability

log of calls playback options
Log of Calls - Playback Options

Right click on the Playback Log screen to display a pop-up menu with the following options:

Search Call(s) - Allows you to search for and locate call records.

Recent Calls - Allows you to return the Cached Calls pane to its normal state of the 200 most recent call records.

AGC-On or AGC – Off - Allows you to turn on and off the Automatic Gain Control (AGC) feature.

Turn GSM Compression On or Turn GSM Compression Off - Allows you to select or deselect GSM compression for playback of the selected call.

Turn Beep Tone Filer On or Off - Allows you to remove alert beep tones from playback of the selected call.

log search options
Log - Search Options

You can search by any of these criteria

  • ACD Agent
  • Port Numbers
  • Date & Time
  • Days of Week
  • CLID
  • DNIS
  • DN
  • Duration
  • Remark

Note: You cannot playback an active call!

log search by agent
Log Search – By Agent

To search for a call made by an agent:

Click on Agent Name

Click Search

Click OK

A list of the last 200 calls for that agent will be displayed on the Playback Log screen

log search by date
Log Search – By Date

To search for a call made by an agent on a particular date:

Click on Date & Time

Click on Set

Select the start date from the calendar

Click Search

Click OK (to clear window)

playback a call
Playback a Call

Right-click on the Playback Log screen for options

Click Play to listen to the call

listen to a call
Listen to a Call

To play and pause the playback of a call:

  • Click Pause to temporarily pause the recording
  • Click Resume to continue listening to the call
adding remarks
Adding Remarks
  • Right-click on the call for options
  • Click Add/Modify Remarks and type in your remarks
search by remark
Search – By Remark

To search for a remark made by an agent:

Click on Remark

Type in a portion of your remark

Click Set

Click Search

Click OK

A list of the calls matching that description will be shown on the Playback Log screen

download and save calls
Download and Save Calls

Recorded calls can be saved on a PC, emailed, stored on a server, archived to DVD, and used like any other standard audio file.

Right-click on the call

Click Download

The call will be downloading into your PC’s “My Documents”.

Click Change Folder to change the destination.

slide17
Help

Click on “Help” from the toolbar to access information pertaining to any of the screens.

Select one of the drop-down menus from the toolbar and select a topic

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