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Published by tsiafitsasg, 2019-09-20 07:32:17

MISTER CA_Call_Recording_User_Guide_V1_2019

RECORDING USER GUIDE

(DOCUMENT VERSION 1.0) 2019


































Discover Intelligence Page 1 Copyright © 2019 by RTEL World. All Rights Reserved

Europe Office/Headquarters USA Office Asia Office
RTEL SA RTEL World LLC RTEL Asia
st
1 Klm Rhodes-Kallithea Ave 5820 SW 32 Street 8, Burn Road, #05-13, Trivex Building
Miami FL 33135 USA S369977 Singapore
Rhodes 85100 Greece
web: www.rtelworld.com web: www.rtelworld.com
web: www.rtelworld.com E-mail: [email protected] E-mail: [email protected]
E-mail: [email protected] Tel: +30 22410 61031 Tel: +65 96814929
Tel: +30 22410 61031
Fax: +30 22410 61032 Fax: +30 22410 61032 Fax: +30 22410 61032



Discover Intelligence Page 2 Copyright © 2019 by RTEL World. All Rights Reserved

Table of Contents

RECORDING USER GUIDE ............................................................................................................... 1
(DOCUMENT VERSION 1.0) 2019 .................................................................................................... 1
CHAPTER 1 - Introduction .............................................................................................................. 6

1.1 Introduction .......................................................................................................................... 6
1.2 Short Description .................................................................................................................. 6

CHAPTER 2 – KPIs and Report Descriptions .................................................................................. 7
2.1. Call Browser ......................................................................................................................... 7
2.1.1. Home ................................................................................................................................. 7

2.1.2. Daily ................................................................................................................................... 7
2.1.3. Extended ........................................................................................................................... 7

2.2. Authorizations ...................................................................................................................... 7
2.2.1. Request Download & Approvals ...................................................................................... 7
2.2.2. Approved Download & Pending ....................................................................................... 7

2.2.3. Request Listen & Approvals ............................................................................................. 8
2.2.4. Approved & Pending Listen .............................................................................................. 8

2.3. Web Reports ........................................................................................................................ 8
2.3.1. Reports Pool ...................................................................................................................... 8
2.3.2. My Reports ........................................................................................................................ 8

2.3.2.1 Call Statistics ................................................................................................................... 8
2.4. Configuration ....................................................................................................................... 9

2.4.1. Organizations Structure .................................................................................................... 9
2.4.1.2 Sites ................................................................................................................................. 9
2.4.1.3 Cost Centers .................................................................................................................... 9

2.4.1.4 Departments ................................................................................................................... 9
2.4.1.5 Positions
Declarations of ............................................................................................................................. 9
2.4.1.6 Buildings .......................................................................................................................... 9

2.4.1.7 Directory Numbers ......................................................................................................... 9
2.4.1.8 Audio Recipient ............................................................................................................... 9
2.4.1.9 Internal Phone Patterns ................................................................................................. 9

2.4.2. Application Settings .......................................................................................................... 9





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2.4.2.1 PDF .................................................................................................................................. 9

2.4.2.2 Rows Colors ................................................................................................................... 10
2.4.2.3 My Reports .................................................................................................................... 10

2.5. Other .................................................................................................................................. 10
2.5.1. User Inspector ................................................................................................................. 10
2.5.2. Help ................................................................................................................................. 10

2.5.3. About ............................................................................................................................... 10
CHAPTER 3 – Call Browser and Reports ....................................................................................... 11

3.1. Call Browser ....................................................................................................................... 11
3.1.1. Home ............................................................................................................................... 11
3.1.2. Daily .................................................................................................................................... 11

3.1.3. Extended ......................................................................................................................... 12
3.2. Authorization ..................................................................................................................... 13

3.2.1. Request Download ......................................................................................................... 13
3.2.2. Approved & Pending Download ..................................................................................... 14
3.2.3. Request Listen ................................................................................................................. 14

3.2.4. Approved & Pending Listen ............................................................................................ 15
3.3. Web Reports ...................................................................................................................... 15

3.3.1. Reports Pool .................................................................................................................... 15
3.3.1.1 Call Statistics ................................................................................................................. 15
3.3.2. My Reports ...................................................................................................................... 16

3.3.2.1 Call Statistics ................................................................................................................. 16
3.4. Configuration ..................................................................................................................... 16
3.4.1. Organizations Structure .................................................................................................. 16

3.4.1.1 Organization .................................................................................................................. 16
3.4.1.2 Cost Centers .................................................................................................................. 17

3.4.1.3 Sites ............................................................................................................................... 17
3.4.1.4 Departments ................................................................................................................. 18
3.4.1.5 Positions ........................................................................................................................ 18

3.4.1.6 Buildings ........................................................................................................................ 19
3.4.1.7 Directory Numbers ....................................................................................................... 20
3.4.1.8 Audio Recipient ............................................................................................................. 20






Discover Intelligence Page 4 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.9 Internal Phone Patterns ............................................................................................... 21

3.4.2. Application Settings ........................................................................................................ 21
3.4.2.1 PDF ................................................................................................................................ 21

3.4.2.2 Rows Colors ................................................................................................................... 22
3.4.2.3 My Reports .................................................................................................................... 22
3.5. Other .................................................................................................................................. 23

3.5.1. User Inspector ................................................................................................................. 23
3.5.2. Help ................................................................................................................................. 23

3.5.3. About ............................................................................................................................... 23

























































Discover Intelligence Page 5 Copyright © 2019 by RTEL World. All Rights Reserved

CHAPTER 1 - Introduction


1.1 Introduction
MISTER CA Call Recording supports both SIP and SIPREC call recording, best suitable for Cisco
CUCM and CUBE.

1.2 Short Description
MISTER CA Call Recording records internal, inbound and outbound calls of IP Phones
automatically. Whether the conversation is a general customer service interaction, or it includes
a financial transaction with important information, the call an be recorded, saved and retrieved
based on access criteria. Ad hoc and full-time recording is supported.






















































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CHAPTER 2 – KPIs and Report Descriptions


2.1. Call Browser
Accessing calls that are recorded is very simple and it can be done through MISTER CA Call
Recording Portal. Call Browser provides fast search of recorded calls based on several criteria

2.1.1. Home
Daily and Monthly Recording KPIs, daily Recordings, Duration, Last Recording time, Active
Internal DNs, number of Recordings per day for last 30 days.

2.1.2. Daily
Daily report that presents recordings and its metadata per day for the last 7 days using the
following fields: Company, Site Location, Department, Cost Center, First Participant, IO type,
Date, Call Controller IP, Call Duration, Second Participant, Call Type, Call Destination, Call
Property, Play Audio.

2.1.3. Extended
Extended report that presents recordings and its metadata for the whole retention period using
the following fields: Company, Site Location, Department, Cost Center, First Participant, IO type,
Date, Call Controller IP, Call Duration, Second Participant, Call Type, Call Destination, Call
Property, Play Audio


2.2. Authorizations
Process to request and authorize approvals for listening and download recordings.


2.2.1. Request Download & Approvals
Request Download & Approvals of recordings. The Power User can request a selected recording
to receive an approval to download the recording from Administrator. Search for recordings
with many filters. Available recordings are shown with the following fields: Call ID, Recording,
Platform ID, Company, Site, Department, Cost Center, Name, Participant01, IO, Date, Call
Controller IP, Duration, Participant02, Call Type, Destination, Property, Audio, User, Status,
Reason, Request, Download.
Select recordings and request for download.

2.2.2. Approved Download & Pending
View Approved & Download Pending recordings. Search for recordings with many filters.
Available recordings are shown with the following fields: Call ID, Recording, Platform ID,
Company, Site, Department, Cost Center, Name, Participant01, IO, Date, Call Controller IP,






Discover Intelligence Page 7 Copyright © 2019 by RTEL World. All Rights Reserved

Duration, Participant02, Call Type, Destination, Property, Audio, User, Status, Reason, Request,
Download.
Select recordings for download.


2.2.3. Request Listen & Approvals
The Power User can request a selected recording to receive an approval to listen the recording
from Administrator. Search for recordings with many filters. Available recordings are shown
with the following fields: Call ID, Recording, Platform ID, Company, Site, Department, Cost
Center, Name, Participant01, IO, Date, Call Controller IP, Duration, Participant02, Call Type,
Destination, Property, Audio, User, Status, Reason, Request, Play Audio.
Select recordings and request for listening them.

2.2.4. Approved & Pending Listen
View Approved and Pending to be approved listening of recordings. Search for recordings with
many filters. Available recordings are shown with the following fields: Call ID, Recording, Platform
ID, Company, Site, Department, Cost Center, Name, Participant01, IO, Date, Call Controller IP,
Duration, Participant02, Call Type, Destination, Property, Audio, User, Status, Reason, Request,
Play Audio
Select recordings for listening the audio.

2.3. Web Reports
Reporting tool for MISTER CA Call Recording

2.3.1. Reports Pool
Pool of Reports available at MISTER CA Call Recording App

2.3.2. My Reports
User selected Reports (favorite reports)

2.3.2.1 Call Statistics
Snapshot of MISTER CA Call Recording Statistics that includes number of Recordings, Duration,
Outgoing Calls, Incoming Calls, AVG Incoming Calls, AVG Outgoing Calls this Statistics shown upa
Daily and Monthly Statistic.


















Discover Intelligence Page 8 Copyright © 2019 by RTEL World. All Rights Reserved

2.4. Configuration
Mister Call Recording configuration allows users to optimize usage of the system in order to
improve user experience of the system.

2.4.1. Organizations Structure
Organizations Structure outlines certain configuration steps that are essential for best usage of
MISTER CA Call Recording. It also configures organizational levels and dependency flows between
them within the company.

2.4.1.2 Sites
Declaration of organization’s sites.

2.4.1.3 Cost Centers
Declaration of Cost Centers. These are business units that may span in multiple departments
and/or Sites of the Organization

2.4.1.4 Departments
Declaration of organization’s departments. A department may exist in a single site or may be
same in multiple sites of the organization

2.4.1.5 Positions
Declarations of Employee Positions. A position may be secretary, engineer, office manager,
agent etc.

2.4.1.6 Buildings
Declaration of Buildings. Multiple Buildings may be in a single Site.

2.4.1.7 Directory Numbers
Ranges of Directory Number that are consider internal phone numbers of the organization.

2.4.1.8 Audio Recipient
Person Names of Audio Recipient. Usually are DN owners

2.4.1.9 Internal Phone Patterns
Pattern for calling internal calls within the Organization (prefixes, masks etc)

2.4.2. Application Settings
General Application Settings for the specific User

2.4.2.1 PDF
Allow users to view and download reports in PDF format.





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2.4.2.2 Rows Colors
Configuration of Rows Colors per type of call

2.4.2.3 My Reports
Configuration of which reports from Report Pool are favorite reports and will be also available
in the My Reports Menu.

2.5. Other
Additional, general configuration and reporting menu

2.5.1. User Inspector
User Inspector offers searching and selection of user access sessions as well as logging of all
actions per section. All user actions are logged in read-only format.

2.5.2. Help
User help, download of the latest user guide

2.5.3. About
About organization’s licenses, application versions

































Discover Intelligence Page 10 Copyright © 2019 by RTEL World. All Rights Reserved

CHAPTER 3 – Call Browser and Reports


3.1. Call Browser
3.1.1. Home
Main Home Page with summary view of Call Recording Dashboard





























3.1.2. Daily
Quick Daily Call Browser with filters. Metadata is available for last 7 days

































Discover Intelligence Page 11 Copyright © 2019 by RTEL World. All Rights Reserved

3.1.3. Extended
Extended Call Browser, metadata is available for whole retention period. Search for available
recordings with multiple filters




































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3.2. Authorization
3.2.1. Request Download
Request authorization to download recordings. Search recordings with multiple criteria, make
requests.


































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3.2.2. Approved & Pending Download
Search with multiple criteria for approved and pending to be approved to download recordings.





























3.2.3. Request Listen
Request authorization to listen recordings audio. Search recordings with multiple criteria, make
requests.




































Discover Intelligence Page 14 Copyright © 2019 by RTEL World. All Rights Reserved

3.2.4. Approved & Pending Listen
Search with multiple criteria for approved and pending to be approved to listen recordings
audio.































3.3. Web Reports
3.3.1. Reports Pool
3.3.1.1 Call Statistics

General Daily and Monthly Recording KPIs




























Discover Intelligence Page 15 Copyright © 2019 by RTEL World. All Rights Reserved

3.3.2. My Reports
3.3.2.1 Call Statistics

General Daily and Monthly Recording KPIs





























3.4. Configuration
3.4.1. Organizations Structure
3.4.1.1 Organization








Discover Intelligence Page 16 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.2 Cost Centers



































3.4.1.3 Sites







Discover Intelligence Page 17 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.4 Departments

































3.4.1.5 Positions










Discover Intelligence Page 18 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.6 Buildings











































Discover Intelligence Page 19 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.7 Directory Numbers





























3.4.1.8 Audio Recipient








































Discover Intelligence Page 20 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.1.9 Internal Phone Patterns





























3.4.2. Application Settings
3.4.2.1 PDF







































Discover Intelligence Page 21 Copyright © 2019 by RTEL World. All Rights Reserved

3.4.2.2 Rows Colors






























3.4.2.3 My Reports





































Discover Intelligence Page 22 Copyright © 2019 by RTEL World. All Rights Reserved

3.5. Other
3.5.1. User Inspector































3.5.2. Help
3.5.3. About







































Discover Intelligence Page 23 Copyright © 2019 by RTEL World. All Rights Reserved


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