You can organize your agents, supervisors and organizational hierarchy by clicking on System / Users. This page is only available for users with "Is Admin" permission.
8.1. Adding a new department
Click on the parent department of the new department then click the Add button and choose Add Department
8.2. Adding a new user
Click on the parent department of the new user then click the Add button and choose Add User.
User ID: account ID used for login.
PIN: short numerical password used only from the phone.
Departments: select one or more departments to which the user belongs.
Associating phones to users
By associating a phone to a user, you can easily filter the calls in "Replay Calls" Page, by selecting the respective agent node in the left-side tree. Association can be done by phone number, ip address, or mac address. We recommend you to use MACs because they are the most reliable.
Also, the phones associated to user and PIN from General tab are used as extensions and PIN in Phone Service menu in order to listen recordings or monitoring calls (see User Guide - Phone Service Menu).
Filtering by MACs does not work in WAN environments, where there are routers between the recorder and phones.
The Number Pattern match type uses _ (underline) for matching one character, and % (percent) for matching multiple characters.
The values for each permission can be Inherit (keep the role permission), Allow or Deny.
Call Permissions are for:
- Replay Calls on a specific department and its sub-departments.
- Is Admin: the administrator has all the permissions and may perform any operation.
- Replay All Calls: see all the calls, regardless of user's phone settings.
- Delete Calls: may delete the calls he sees.
- Edit Tags: may define new tags or edit existing ones
- Assign Tags to Calls: may label the calls with one or more existing tags from the Replay page.
- Login and replay own calls: without this permission a user may not login.
- Export calls: may save or email the call recordings.
- Audit calls: may open the audit page.
- Assign tags to calls.
- Edit Quality Standard: may define or edit quality standards
- Fill Questionnaires: may use existing quality standards
- View quality reports
Roles are collections of permissions similar to Windows user groups.
The application has 3 built-in roles: Administrators Group, Supervisors Group and Agents Group.
can configure the application which includes adding other users, upgrading it or configure system-wide settings
may take any action on any call
can replay his own calls and the calls in al the departments and their sub-departmentes.
can only access his own calls
An administrator can also configure the application so that a manager can only replay calls, with the exception that a manager can view all calls within the filter set.
The administrator account settings are made in application web site.
Adding or editing a role
Press the Add button and set permissions for this new generic role.
The permissions for existing role can be changed – press Edit button and set the values accordingly.
8.3. Authentication Methods
The application allows two authentication ways: DB authentication and Active Directory/LDAP authentication. AD authentication is used to verify the password against a Windows domain controller. The user and its permissions must still exist in the call recorder database.
8.4. Phone Directory
This feature allows to identify the caller and destination phone numbers of a call when caller ID is not available. You can organize your contacts hierarchically on organizations and sub-departments by clicking on System / Phone Directory.
Adding External Organization / Department
Press Add button and choose Add Directory for adding new directory.
Press Add button and choose Add User for adding new contact. Each contact can have one or more phones
After adding an external contact, each call with that contact will have it colored in blue, with a tool-tip when hovering the cursor over the contact name.
8.4. Change Password
Each user that has permission to log in to application site can change his password and pin by clicking Session / Change Password.
He can change only password, only pin or both by leaving blank the undesired field.