verba recording system 7cdn.verba.com/pdf/verba-user-guide.pdfverba recording system version 7. page...

Verba Recording System 7For the latest online version of this documentation please visit .kb.verba.com

User Guide1 Accessing the web interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.1 Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.2 Four eyes login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.3 Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.4 Locking users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2 Web interface layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.1 Body . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102.2 Header and menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.3 Menu structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3 Call lists and actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.1 Call list layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163.2 Call list navigation bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163.3 Call list records and fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173.4 Calls by recording server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193.5 Click to dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203.6 Delete calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213.7 Downloading a single media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213.8 Downloading multiple media files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213.9 Get direct link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223.10 Important calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223.11 Mark calls as Protected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233.12 Metadata columns on call lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233.13 Ongoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.14 Playing back recorded calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243.15 Presentation of complex call scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243.16 Private calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253.17 Right click options on call lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263.18 Sending an email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263.19 Silent monitoring ongoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273.20 Users calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

4 Call details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294.1 Adding metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304.2 Call participant list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314.3 Right click options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

5 Web-based media player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335.1 Using the media player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345.2 Using call markers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375.3 Call playback in Firefox and Chrome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385.4 Audio file format and codec support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395.5 Video file format and codec support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

6 Timeline viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

7 Sharing and publishing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417.1 Sharing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427.2 Managing shared items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447.3 Accessing shared calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457.4 Verba Publishing Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

8 Using the Cisco IP phone service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478.1 Adding a tag to a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498.2 Adding markers to an ongoing call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518.3 Displaying recording start status message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538.4 Flagging a call as Important . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538.5 Flagging a call as private . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558.6 Login to the Verba Phone service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588.7 Recording an ongoing call or the most recent call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608.8 Sending email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 628.9 Silent monitoring and whisper coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

9 Searching phone calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649.1 Reusing search criteria - saved queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669.2 Search fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669.3 Search filter operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 689.4 Searching by metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709.5 Special search modifier characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

10 Desktop recorder user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

11 Dial-in user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

12 Using the Lync 2010 extension for conference call recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Verba Recording System Version 7

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User Guide

This guide explains how to , , and phone calls, how to andaccess search list play share and publish mediahow to .work from Cisco phones

Accessing the web interface

Verba can be securely accessed through a standard web browser with your user identity.

LoginFour eyes loginLogoutLocking users

Web interface layout

The Verba Web Application uses a common screen layout throughout the application.

BodyHeader and menuMenu structure

Call lists and actions

Recorded calls can be searched for and the search results displayed through call lists.

Call list layoutCall list navigation barCall list records and fieldsCalls by recording serverClick to dialDelete callsDownloading a single mediaDownloading multiple media filesGet direct linkImportant callsMark calls as ProtectedMetadata columns on call listsOngoing callsPlaying back recorded callsPresentation of complex call scenariosPrivate callsRight click options on call listsSending an emailSilent monitoring ongoing callsUsers calls


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Call details

Detailed information is shown for each recorded call on the call details screen.

Adding metadataCall participant listRight click options

Web-based media player

The Verba media player is a feature-rich multimedia tool that supports easy in-depth analysis of mediarecordings.

Using the media playerUsing call markersCall playback in Firefox and ChromeAudio file format and codec supportVideo file format and codec support

Timeline viewer

The Verba Timeline Viewer is a powerful tool that provides a convenient overview of the recorded calls.

Sharing and publishing calls

The recording system provides a secure and traceable way to share recordings among various members ofyour organization.

Sharing callsManaging shared itemsAccessing shared callsVerba Publishing Server

Using the Cisco IP phone service

Many convenient features of the Verba call recording system are available from Cisco IP phones.

Adding a tag to a callAdding markers to an ongoing callDisplaying recording start status messageFlagging a call as ImportantFlagging a call as privateLogin to the Verba Phone serviceRecording an ongoing call or the most recent callSending emailSilent monitoring and whisper coaching

Searching phone calls

The call search page can be accessed through the Search menu.

Reusing search criteria - saved queriesSearch fieldsSearch filter operatorsSearching by metadataSpecial search modifier characters

Desktop recorder user interface


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Dial-in user interface

Using the Lync 2010 extension for conference call recording


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Accessing the web interface

Web access with login

Verba can be securely accessed through a standard web browser with your user identity.

The following HTTP address (URL) must be typed in the address field:

http://ServerNameorIPAddress/verba

ServerNameorIPAddress is the Verba Media Repository server name or IP address. Please contact yournetwork administrator if you do not know the server name or IP address.

When Verba is configured to use the secured SSL (HTTPS) protocol, to access the web interface, thefollowing must be in the address bar:

https://ServerNameorIPAddress/verba

Warning

You have to use the Verba web interface with the supported web browsers! Using other webbrowser can result in missing pages, missing parts of pages, and wrong page functioning.

Tip

In order to access the Verba user interface quickly, put the index page into the "Favorites" list of thebrowser after the first run. This way you do not have to type the server address at every start.

Web access with Single sign on authentication

The Verba web application supports single sign on authentication when the users does not have to providelogin credentials, because the system authenticates the users in the background using Microsoft WindowsDomain authentication information. Practically, if the user is logged into the Windows Domain on the PC, theuser can access the web application without authenticating again.

In order to access the web interface using SSO, use the following URL:

http://ServerNameorIPAddress/verba/sso

When Verba is configured to use the secured SSL (HTTPS) protocol, to access the web interface, thefollowing must be in the address bar:

https://ServerNameorIPAddress/verba/sso

Access control

LoginFour eyes loginLogoutLocking users

Login

After pointing the web browser to the Verba start page address the login screen appears:


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In the field type your user account name (not case sensitive) and enter the correspondingLogin IDpassword in the (case sensitive) field, then press the button.Password Login

If you do not have a login name and password, contact your system administrator!

If the provided credentials are not valid then the login page is displayed again with the Wrong login error message.credentials!

Four eyes login

Overview

An important security concept in certain industries for certain business processes that handles approval isthe so-called . The four-eyes principle is a constraint that denotes a combination of"four-eyes principle"two approval steps for a single business transaction, e.g. login. The transaction continues only if twodifferent users (approvers) approve the process.

The benefit of a duplicate approval is to reduce the damage if one person gives (for whatever reason) aninadequate approval, because when using the four-eyes principle, a second person is always needed tosupport the approval decision.

With this in mind, it becomes evident that when using a machine to manage a business process containingfour-eyes principle constraints, the machine must guarantee that two different users perform the approvalsteps. In other words, if user A approves one of the approval steps, the machine must make sure that userA is excluded from the other approval step.

Configuring your four eyes policy

With Verba, it is possible to define an and/or an for each user created inobserver user observer groupthe recording system. If an observer user is defined for a user, the user can only login with the observeruser login information besides her/his original login information. In this way these types of users can onlyaccess the Verba web application with the personal presence of the observer user. The same mechanism isapplied when an observer group is defined (any member of the observer group can be an observer user).This is an optional security feature of the Verba system. For detailed information on user configuration, see

.User List

Login with four eyes policy


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To add the login information of the observer user, just select the checkbox next to the password input.field

If the provided credentials are not valid, no error message is displayed; the login page is displayed again.This is part of the security design of the system.

Logout

When you have completed your work in the Verba system it is advisable to log out from the system beforeclosing the web browser application. It is possible to log out by selecting the menu item.System / Logout

After successfully logging out the login screen will appear, at which point you can simply close the browserwindow.

If you would like to login again to Verba, then follow the instructions described in the previous section.

Locking users

The Verba system allows the system administrator to lock down user accounts as well as automatic lockoutafter a predefined number of invalid login attempts. This function is fully configurable by the systemadministrator by utilizing the following two parameters:

User Lockout Threshold: The user lockout threshold sets the number of invalid logon attempts that areallowed before a user is locked out. If lockout controls are used they should be set to a value that balancesthe need to prevent user cracking against the needs of users who are having difficulty accessing theiraccounts.

A primary reason users may not be able to access their accounts properly the first time is that they forgottheir passwords. If this is the case, it may take them several attempts to log on properly.

The lockout threshold can be set to any value from 0 to 999. If the lockout threshold is set to zero, users willnot be locked out due to invalid logon attempts. Any other value sets a specific lockout threshold. Keep inmind that the higher the lockout value, the higher the risk that a hacker may be able to break into a system.

Reset User Lockout Threshold After: Every time a logon attempt fails, the system raises the value of athreshold that tracks the number of bad logon attempts. The "reset user lockout threshold after" setting


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determines how long the lockout threshold is maintained. This threshold is reset in one of two ways: asuccessful login or if the preset waiting time for "reset user lockout threshold after" has elapsed since thelast bad logon attempt.

By default, the lockout threshold is maintained for one minute, but any value can be set from 1 to 99,999minutes. As with user lockout threshold, select a value that balances security needs against user accessneeds. A good value is from one to two hours. This waiting period should be long enough to force hackersto wait longer than they want to before trying to access the system again.

For more information on setting these parameters, see .Configuration settings for Verba Web Application

Locked users can be unlocked though the user configuration page. For more information refer to User.Administration


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Web interface layoutThe Verba Web Application uses a common screen layout throughout the application.

After logging in to the system, the Verba web based graphical user interface (GUI) will load.

The GUI consists of three key components:

Header and menuBodyWeb-based media player

At the top of the page you can find the header with the menu, below this is the main body of the page, andat the bottom of the page is the embedded media player.

The web browser navigation features ( ) are available for use, but the Back, Forward, Stop, Refresh, etc. use (because of the active content of the pages, theof these navigation buttons is not recommended

browser may misinterpret the Back and Forward buttons).

The page is separated into two frames:

Header and body (scrollable)Player (fixed at the bottom of the browser window)

Tip

In order to maximize the visible useful area of your browser you can toggle to "full screen mode"(e.g. by pressing the F11 key on your keyboard), and adjust zoom level if needed. You can alsohide the Verba page header as described later.

To configure the web access to the Verba user interface, put the index page into the "Favorites" listof the browser after the first run. This way you do not have to type the server address at everystart.


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Body

The body contains the main part of the user interface. Every event (e.g. selecting a menu item), generatedby the user, takes effect in this interface area.

Pages, located in the body area, are described in the following sections.

Header and menu

The header section can be found at the top of the browser page. The Verba page header section containsthe application and company logo, the Verba menu system, which starts from the left bottom corner of theheader section, and the user/system information beneath it on the right side.

The Verba page header can be hidden and expanded by clicking on the left most section of the Verba menubar (the area changes its color as the cursor is positioned over it).

The available menu items and functions depend on the user's authorization profile.

On the picture above you can see the header section of the Verba user interface. You can see a message,which welcomes the logged in user and you can see the actual date below the menu.

The menu, starting from the left bottom corner of the header makes the navigation easier and quicker in theVerba Web Application.

The menu can be activated and navigated by using your mouse (pointing device) like in any well-knowngraphical user interfaces. If you move the cursor over a menu then submenus will appear. The desiredmenu can be selected by clicking on it with the left mouse button.


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Certain menu items are only accessible with higher privilege levels. If a menu item is not accessible for thecurrent user, it is hidden.

Menu structure

Note

Menu items and functions depend on the user's authorization profile. Functions that are notavailable for the user are .hidden

System

Logout Logged in users can log out from the user interface.Change password users can change their password at any time.Database Administrators are able to view database information and have access to variousdatabase related tasks.

Database Summary Administrators can display summary information on Verba databaseincluding call information and configuration databases.Database Status Administrators can view current database status including database sizeand other information.Database Purging Administrators can remove erroneous call records from the database.

Session Monitor Administrators can view real-time status of active user sessions in the Verba WebApplication.Event Log Administrators have access to the read-only event logs that provide audit trail of certainuser activities and system events.

Calls

This part of the main menu provides access to call lists with predefined selection criteria and sorting byvarious aspects. After selecting a menu item in most of the cases the search starts immediately and theresult call lists appear in the Body area or in a pop-up window.

Group and system supervisors will have visibility to their respective authority circle of users when executingmany of these queries.

My calls Logged in users can list their calls (if they were a participant of the recorded call) ordered bycall date descending (the most recent call showing up first at the top of the result list).

Today List calls recorded today.This week List calls recorded on the current week.This month List calls recorded in the current month.Last 1000 calls List last 1000 recorded calls.

Important calls List of important calls (flagged by the user as such).Private calls List of private calls (flagged by the user as such).Ongoing calls Verba is able to display ongoing calls under recording. This page will display the list


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of ongoing call(s).On Demand Calls Buffer Calls which are not yet kept (marked for recording) can be listed under thislist menu item.Users calls - users with higher privilege levels can list calls made by their users.

Today List calls recorded today.This week List calls recorded on the current week.This month List calls recorded in the current month.Last 1000 calls List the last 1,000 recorded calls.

Calls by Recording Server In a multi-site deployment where there are more than one RecordingServer servers, administrator can search by this attribute (the hostname of the Recording Serverserver).

Today List calls recorded today.This week List calls recorded on the current week.This month List calls recorded in the current month.Last 1000 calls List last 1,000 recorded calls..

Saved Queries - every user can save a query, which was previously defined through the searchpage. This menu item contains the saved queries of the logged in user.Personalize Call List Layout - every user can define the list of columns and their order in which theyshould be displayed in the result call lists.

Search

This menu takes you to the search criteria definition page where various flexible search criteria can bedefined and executed to find call recordings.

Administration

This section of the menu is for users with administration rights to configure the key components of the Verbasystem. For detailed description of these menu items and functions please refer to the Verba AdministrationGuide.

Users - this submenu provides access to the user administration page for administrators.Groups - this submenu provides access to the group administration page for administrators.Extensions Administrators can use this page to configure extension (phone) numbers to be recordedand link users to specific phone numbers.Phone number translation rules - to define phone number translation rules (trim, adjust, extend) foradministrators.Comment Templates Administrators are able to define or modify comment templates with their fieldsfor the call flagging, tagging, and commenting feature.Default Call List Layout Administrators can define the content of the default List Layout, which isautomatically assigned to a new user.Bulk User Import This submenu allows administrators to create Verba user accounts using a bulkimport feature.Verba Servers Administrators are able to register and administer all types of settings for thedeployed Verba servers (e.g. local recorders).Configuration Profiles - these can be applied to Verba servers. This way the administration of theservers is very easy and convenient.Data Retention Policies Administrators can set up different type of data retention rules, whichdefines storage policies for the recorded calls.Storage Target Folders Data retention policies may include target folders, which can be set up here.

Sharing

Verba enables users to share the recordings among different types of user groups. This main menu itemhelps users to manage and access shared recordings and live streams.

Manage Shared Items - the logged in users can manage their shared records.View Shared Items Users can list and access records shared for them.Live Stream Setup Users can setup lice streaming sessions under this menu item.

Reporting

This menu launches the Verba Reporting Tool in a new window.

Help


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Manual Online Users Guide in PDF format.Downloads Administrators have access to various Verba plug-ins.On-line Support launches the on-line support page for the Verba solution. Usually for systemsupport and administrator personnel (user ID and password is required).About Verba Version and registration information with the EULA (End-User License Agreement).


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Call lists and actionsRecorded calls can be searched for and the search results displayed through call lists.

Call lists can be accessed from various parts of the user interface including the following:

Selecting submenuCalls / My CallsSelecting submenuCalls / Important CallsSelecting submenuCalls / Private CallsSelecting submenuCalls / Ongoing CallsSelecting submenuCalls Users CallSelecting submenuCalls / Calls by Recording ServerFilling in the search criteria on the pageSearchLoad a previously saved query from Calls / Saved Queries

The call list is displayed in a tabular format where the columns can be configured by the administrator or theuser can personalize it using the menu.Calls / Personalize Call List Layout

Every call list displays the calls ordered by date and time (in descending order). This means that the mostrecently recorded call is the first one on the list, and the oldest recorded call is the last one on the list.

Predefined queries (not initiated from the menu) can not be filtered further. The result list willSearchcontain every recorded call which meets the predefined criteria. E.g. selecting submenuCalls / My Callswill show every call where the logged in user was a member of the conversation.

In order to narrow down the call list, the page must be used.Search

Warning

If your security profile has a "search window" limit set then you can only list calls recorded withinthe last x hours. A message will indicate this for you at the top of every call list.

Small Letter Icons

There are four different letter icons in the call list C, M, W, S:


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C - The call has a comment.M - The call contains at least one .call markerW - A video call transcoded to either WMV or MP4.S - The call includes a .desktop screen recording

Call list layout

The default call list layout is configured by the system administrator. When a new user is created, thedefault call list layout is automatically assigned to the user. Every user can personalize this (select thefields/columns to be included and their order) using the menu.Calls / Personalize Call List Layout

The right pane contains the configured/selected fields and their column position and order. The left panecontains the remaining fields available for selection.

Items displayed on yellow background are the comment fields of the logged in user. The comment fieldsthat had been disassociated from the logged in user displayed on blue background.

Adding a field to the Call List Layout

To add a field to the call list layout, first select the desired field in the left pane (where the available, notselected fields are listed) by checking the checkbox to the left of the field name. Then press the button,>>which will move the field over to the right to the end of the list where you can move it to itsAdded Columnsdesired position (see the section below).Changing field order

Removing a field from the Call List Layout

In order to remove a field, select the desired field on the right pane (where the selected fields are listed) bychecking the corresponding checkbox, then press the button.<<

Changing field order

In order to change the order of the selected fields, select the desired field by checking in the checkbox in theright pane (where the selected fields are listed), then press the button to move a field upper in the orderUpor press the button to move a filed lower in the order.Down

Call list navigation bar

At the top and the bottom of the call list the call list navigation bar is displayed. This will indicate the numberof total records selected and the navigation position within the list if the list is longer than a page (usually 20items are fit on one page).

For multi-page lists the navigation bar indicates the range of records displayed, lists the page numbers with


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the current one highlighted, and contains the navigation controls.

The following navigation options are supported (wherever applicable) for multi-page lists:

To display (navigate to) a given page just click on the page number.Click the "|<" icon to go to the page of the list.FirstClick the ">|" icon to go to the page of the list.LastClick the "<" icon to go to the page of the list.PreviousClick the ">" icon to go to the page of the list.Next

Note

The system automatically navigates to the first page when the list is resorted by the user.

Call list records and fields

A call list contains a list header and one line for each record found matching the search criteria. The systemadministrator can configure the default layout and every user can personalize the list layout further:configure the fields (columns) to be displayed and their order (see the next section for more information).

The left most column of the row displays the applicable special status and action icons for the recording.

The call list row can contain the following fields:

FieldName

Description

Start Date Starting date of the call. The format is locale dependent.

Start Time Starting time of the call. The format is locale dependent.

StartDate-Time

Starting date and time of the call. The format is locale dependent.

End Date Ending date of the call. The format is locale dependent.

End Time Ending time of the call. The format is locale dependent.

EndDate-Time

Ending date and time of the call. The format is locale dependent.

Duration Duration of the call in hours, minutes and seconds.

CallerPhoneNumber

Phone number of the calling party.

When the phone number is missing, it means that the switching system (PBX) could notget the caller party phone number (often called CLID); mostly in PBX environments whereanalogue trunks can be found.


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CallerName(System)

The system name (configured in the PBX) of the caller party.

This field is populated only when the caller party name is included in the signalingmessages. This mostly happens when the caller party is an internal extension.

CallerName(Verba)

The user name (configured in Verba) of the caller party.

It is displayed only when the caller party phone number is mapped to a user in Verbadatabase.

CalledPhoneNumber

Phone number of the called party.

The phone number of the called party is always available (if not contact your PBXadministrator).

If a call is a part of a conference conversation the called party number field shows:conference.

CalledName(System)

The system name (configured in the PBX) of the called party.

This field is only populated when the called party name is included in the signalingmessages. This mostly happens when the caller party is an internal extension.

If a call is a part of a conference conversation the called party name field shows:conference.

CalledName(Verba)

The user name (configured in Verba) of the called party.

It is displayed only when the called party phone number is mapped to a user in Verbadatabase.

End The reason of call ending/termination can be various:

One of the parties terminated the call normally: Normal

One of the parties put the call on hold : Hold

One of the parties transferred the call: Transfer

The call was a part of a conference: Conference

One of the parties put the call on park: Call park

One of the parties changed between telephone lines: Line change

The call was terminated by Verba because last RTP packet timeout expired: Timeout

The call was terminated by Verba because a new call was registered from thecalling parties: Forced termination

The call was terminated by Verba administrator through the web interface: Manualtermination


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Direction Depending on the call direction the following call types exist:

If all the parties of the call belong to the PBX system (calling parties using IPphones), we talk about Internal calls.

If the caller party comes in through a gateway (or not from an IP phone), it is calledan Incoming call.

If the called party of the call can be accessed through a gateway (or not through anIP phone), it is called an Outgoing call.

ArchiveStatus

If a call was already archived, this field shows: true.

If the call is on-line, this field shows: false

Transmitted If a call was already transmitted/uploaded to the Media Repository server from theRecording Server server this field shows: true (in co-hosted environment this field has nomeaning).

If the call was not transmitted, this field shows: false

File Format File format of the media file.

RecordingServer

Hostname of the Recording Server server, which recorded the call.

Audiocodec

Audio codec of the media file.

Videocodec

Video codec of the media file.

Commentfields

Any comment field.

Videothumbnail

A sample screenshot from the video file for video recordings only.

Calls by recording server

Using the submenu administrators are able to list calls filtered by aCalls / Calls by Recording Serverselected recorder (Recording Server server name). This feature is primarily for multi-site deployment ofVerba where many Recording Servers installed (e.g. at remote branches of the enterprise).

The user has to choose from the sub-menu options to narrow down the search by selecting the appropriateitem: today, this week, this month, last 1000 calls, and the most recent call. After clicking on the submenuthe Select Recording Server page opens.


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After selecting a line a call list will be displayed containing the calls recorded by that server.

This page helps administrators select the desired recording server. Only those Recording Servers are listed,which were previously added to the configuration. For more information on administering RecordingServers, see .Verba Server Administration

Note

The system automatically inserts the hostname of the Recording Server server into the call record. The web interface selects the calls using this database field.

In order to select a recording server, you have to click on the list box and select the desired line. Afterselecting the Recording Server press the button.Select

If you would like to narrow down the call list using additional criteria then you have to use the menuSearchinstead of the Server menu. There you can specify more sophisticated searchCalls / Calls by Recordingcriteria using various fields.

Click to dial

This feature allows the users to call back a phone number by clicking on a handset icon next to the desiredphone number in the browser window. The Verba Web Application uses standard Cisco WebDialer API(referred to as Cisco WebDialer).

Cisco WebDialer, which is installed on a Cisco Unified Communications Manager server and used inconjunction with Cisco Unified Communications Manager, allows Cisco IP Phone users to make calls fromweb and desktop applications.

The following conditions have to be met in order to use this feature:

The Click2Dial feature has to be enabled and configured in the Web Application configuration file. For more information see .Configuration settings for Verba Web Application

To dial a number, click on the underlined number in the call list. A new window will be opened,which will assist you with the dialing process (see below).

The opened window contains the dialed number, which can be edited. In order to start the dialing process,the button must be pressed. The call can be terminated by pressing the button. The Dial Hang up Cisco

window, at first time use, will ask for a user name and password. Here the Cisco UnifiedWebDialerCommunications Manager user name and password must be provided. After providing these the systemwill store this information in cookies on the user s computer, so next time it will not ask for authentication.


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For more information on Cisco WebDialer, please refer to Cisco Unified Communications Manager guide.Features and Services

Delete calls

Recorded calls can be deleted directly from any call list.

The trash icon indicates that the call can be deleted. If the user's permission does not include theright to delete calls, is displayed instead of the delete icon.no icon

After pressing the delete icon, the system deletes the CDR information form the database and allcorresponding files including the media file. As an alternative to this function, administrators are able to setup a data retention policy, which can automatically delete calls based on various filtering options.

Warning

This action CANNOT BE undone!

Downloading a single media

If a user is granted the download right (given by an administrator), he/she is able to download the recordedmedia file to the local PC. For setting a download right see , Verba Administration Guide User

.Administration

In order to start downloading a media file, press the disk icon in the call list. After pressing theicon a standard download browser window is opened.

In the window press the button to start downloading the file. In the pop-up windowFile Download Savespecify the target location of the download. Downloading time depends on the file size and the connectionspeed.

The filename of the media file is generated automatically in the following format:

Calling_party_number--Called_party_number_Start_date_and_start_time.ext

where is the extension of the media file, depending on file format.ext


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Downloading multiple media files

If a user is granted the download right (given by an administrator), he/she is able to download multiplemedia files to his/her desktop computer using the feature available at the bottom of call lists.Download All

This function creates a ZIP file with all the media files included in the current call list. Your administrator cangive you the download right on the page.User Details

Click on the link below the call list table and the system starts gathering all relatedDownload Allmedia files into a single .ZIP file

This can take couple of minutes depending on the number of calls and their total duration, so aprogress window will be displayed with the elapsed time.

When the bundling is completed the window appears.Media File Mass Export

In the window click on the hyperlink to the zip file to start the download. In theMedia File Mass Exportsubsequent File Download window click on and using the next pop-up window specify the location. SaveDownloading time depends on the file size and the connection speed.

The name of the individual media files in the zip package is automatically set using the following format:

Calling_party_number--Called_party_number_Start_date_and_start_time.ext

Where is displayed at the end of the source code, this is the extension of the media file, this depends onextthe file format.

Your administrator can configure the system to add to the name of theadditional business datadownloaded filenames by changing the in the .Exported Call File Name Format Web application settings

Get direct link

Users are able to get a valid HTTP/HTTPS URL, which points directly to a given call recorder from any calllist. The same URL is generated, when the send email function is invoked on the call.

The pin icon indicates that the URL pointing to the given call can be accessed. Simple press thepin icon and the desired URL will be copied to the clipboard.

Important calls

Another built-in comment field is the "Important" flag. If you made an important call, you can flag it asimportant. Important calls can be easily listed using the submenu. The importantCalls / Important callscall list is maintained separately for each user (every user has different important call list).

Important call flagging is part of the commenting feature. The "Important" flag is a built-in comment field ofthe default comment template.

If you would like to remove the important call flag, just uncheck the checkbox on the call detail page andsave the record.


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You can also flag a call as important from your telephone using the Verba XML service, for furtherinformation see .Flagging a call as Important

Mark calls as Protected

You can mark calls that you want to keep in the system.

Protect button.

After pressing the Protect button, the system marks the call as Protected. By pressing the button one moretime, this marking can be removed.

Your administrators can configure the system in a way that all calls marked as Protected are not deletedeven if all other calls are automatically deleted (e.g. after 30 days).

Metadata columns on call lists

The columns shown on the . Using this feature you can add metadata columnscall lists can be personalizeddefined by administrators in the . These extra columns can store Metadata designer business informationlike Customer or Transaction IDs, Call outcomes and more. Different business fields can be added fordifferent groups of an organization.

Note

In the example above the and the fields are added by the organization to beStatus Customer IDable to store per call business information.

The information in these fields can added in various ways:

added manually through the or regular ongoing calls search call listsusing integrated Verba desktop phone applications (currently in the )Cisco environmentautomatically using the HTTP Business API

Ongoing calls

In the Verba system can be listed by selecting the ongoing call recordings Calls / Ongoing callssubmenu. The group level and administrator privileges decide whether or not this function can be accessedand which on-going recordings are displayed.

The followings apply to ongoing calls:

Information which are obtained or calculated at the end of the call is not available: e.g. Duration,.End Date, End Time, End Date-Time

Comments can be entered and attached to ongoing calls.The ongoing call can be flagged as "private" or as "important".E-mails can be sent with a URL link pointing to an ongoing call.The call can not be downloaded.The Click2Dial feature cannot be used.


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Silent monitoring can be invoked on ongoing calls.

Because of the static web browser, the page which shows the currently ongoing calls, has to be refreshed inorder to show the actual state of the calls.

If you would like to , just press the icon.refresh the ongoing call page only once Refresh

If you would like to first, you have to type the refresh intervalrefresh the ongoing call page periodicallyinto the input box (minimum value is 3 [s]), then select the checkbox next to it.

Tip

In certain error situations calls might stay on the ongoing list even after they have finished. Thisbehavior is always a fault, that should be investigated by our team. You can forcibly remove theongoing calls that are started more than 2 days ago using the System / Database / Database

menu.Purging

Playing back recorded calls

A recorded call can be played back from the call list directly by clicking on the left most (play) icon in the calllist table. The icon has a different appearance depending on the following conditions:

Play - By pressing the left to the call list record, the selected call is loaded into theplay iconplayer and playback starts immediately.

Locked - This icon indicates that one of the parties flagged the call as private. If the current userdid not participate in the call, he/she cannot play this call back.

No media file - If there is no media file for the selected call then appears.the no media file icon

Not uploaded - If the media file has not been uploaded yet to the Media Repository then the not is displayed. This icon is only applicable for distributed, multi-site Verbauploaded icon

deployment.

Archived - If the media file has been archived for the selected call, the appears. Ifarchived iconthe media file is in the archive folder, it can be played back by pressing this icon.

If the user's permission does not include the right to play back recorded calls, is displayed insteadno iconof the play icon.

After pressing the play icon, the selected media file loads into the media player located at the bottom of thepage. The media player starts playing the loaded call automatically.

Warning

If your workstation does not have a sound card, do not press the play button on the media player! Your computer may freeze and rebooting will be necessary. This is a Windows Media Player issue.

More information on using the Verba player can be found in .Verba Player

Presentation of complex call scenarios

Complex call scenarios (like hunt groups, transfers, forwards and more) can be tracked using additional


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1.

2.

3.

information presented in the and fields of the .Caller info Called info Call List

In the screenshot below you can see the representation of a call transfer:

[email protected] is calling (an example for an internal [email protected])The call gets transferred to (it takes 13 seconds in this case to [email protected] transfer)[email protected] answers the call (33 second long discussion)

Calls in the screen below are presented in reverse order with the latest call on the top (this order can bechanged by clicking the column name on the top).

Having the different call legs in different call records provides . The supervisor ofsecurity benefitsthe [email protected] address will see the transfer discussion, but if the person has no access [email protected]'s calls then those will be not visible for that account.

Note

This example is based on SIP addresses (e.g. on a Microsoft Lync platform), but regular phone. If display name is available in the phone system, thenumbers are also presented the same way

caller/called info field also presents that name.

Private calls

In the Verba system users can flag a call as "private". After a call was flagged as private, other users(including supervisors and administrators) are not allowed to play back the call (only users participated inthe call).

This feature is only available for users who participated in the call and their user profile includes theprivilege to flag a call private.

Private calls can be easily listed using the submenu. The private call list is maintainedCalls / Private callsseparately for each user (every user has different private call list).

Private call flagging is part of the commenting feature. The "Private" flag is a built-in comment field of thedefault comment template.

Note

The only way to play back a private call is bylogging into the system with a username andpassword belonging to one of the call participants. If the parties deny providing their password,system administrators can change the passwords.

If you would like to remove the "private" flag, just uncheck the corresponding checkbox on call detail pageand save your changes.

You can also flag a call as "private" from your telephone by using the Verba XML service, for further


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information see .Flagging a call as private

Right click options on call lists

Every call list enables to apply certain filtering options by right clicking on a phone number.

These filtering options are useful, when the user would like to find corresponding calls to a given phonenumber. The following table describes the available options:

Option Description

Filter this list by By applying this option the current list will be filtered by the number, over which theright click was initiated. The new results will be deployed in the same window.

Filter this list by(in new window)

By applying this option the current list will be filtered by the number, over which theright click was initiated. The new results will be deployed in a window.

All calls from/to,same day

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date will be used, which was selected by the rightclick. The new results will be deployed in the same window.

All calls from/to,same day (innew window)

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date will be used, which was selected by the rightclick. The new results will be deployed in a window.

All calls from/to,same day +/- 1day

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date +/- 1 day will be used, which was selected bythe right click. The new results will be deployed in the same window.

All calls from/to,same day +/- 1day (in newwindow)

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date +/- 1 day will be used, which was selected bythe right click. The new results will be deployed in a window.

After applying any of these options, on the top of the new list you can cancel the filter setting.

Sending an email

If a user has the permission to send e-mails, a URL pointing to the selected call can be sent via e-mail toher/himself or to administrator of her/his (primary) group. For setting an e-mail sending right see in Verba

the topic about .Administration Guide User Administration


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In order to start sending an e-mail, press the envelop icon in the call list. After pressing the icon,the default email client is opened with pre populated data.

Silent monitoring ongoing calls

Ongoing calls can be silently monitored from the menu item.Calls / Ongoing Calls

The red play icon indicates that the call can be silent monitored. If the does notuser's permissioninclude the right to silent monitor calls, is displayed instead of the silent monitor icon.no icon


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There are three types of silent monitoring features:

Online (works with all our recorders) - use the built in web-based media player located at thebottom of the page (see the codec requirement below) - works with Cisco, Lync, Avaya and morePhone-based (Cisco) - use Cisco silent monitoring, where the silent monitoring session is sent toyour Cisco phone - only on Cisco UCM platformsWhisper Coaching (Cisco) - use Cisco whisper coaching - only on Cisco UCM platforms aboveversion 8.5Dial-in ( ) -works with all our recorders a dedicated can be called that cansilent monitoring linestream ongoing calls after authentication

Note

The silent monitoring feature requires the Verba Unified Media Codec to be installed on the. The codec can be downloaded from the download page at client computer support.verba.com

(requires login). During the silent monitoring session the Windows Media Player is instructed toconnect to the recording server directly on a configured port. UDP port range 16384-16500 must

Pleasebe open in your client PCs firewall, (not on the server). where the codec is installed test first before trying .Internet Explorer Call playback in Firefox and Chrome

Warning

If your workstation does not have a sound card, do not press the play button on the mediaplayer! Your computer may freeze and rebooting might be necessary. This is caused by a WindowsMedia Player bug, we have little control over this.

More information on using the Verba player can be found in .Verba Player

Users calls

http://support.verba.com


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This menu item is only available for users with (group or system level). They cansupervisory privilegeslist and view calls for users in their group by selecting the submenu. The user has toCalls Users callchoose from the available 4 menu options to narrow down the search criteria by selecting the appropriatesubmenu item: today, this week, this month, last 1000 calls. After clicking on the submenu the userselection page opens.

This page helps the user select a desired user or an entire group. For group supervisors, only those groupsand users are listed on the page, where the user is defined as group supervisor. System supervisors areable to view all groups and users.

Use this icon to expand the user list for the group.

Use this icon to collapse the list of users for that group.

To select a user click on the corresponding line. To list the selected user s calls, press the button atSelectthe bottom of the page or double-click on the row. After this, a call list is displayed containing the selecteduser s calls ordered by call date (in descending order).

If you would like to search for , just press the << icon next to the name of thecalls for an entire groupgroup. After pressing the icon, the call list will contain all calls related to the selected group members.

If you would like to narrow down the employees call list, you have to use the Search page instead of Calls /. Here you can make a more sophisticated search using various fields.Users call


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Call detailsDetailed information is shown for each recorded call on the call details screen.

In order to access detailed call information data, you have to select the call record by clicking on theappropriate row with the left mouse button (the background color of the row changes when you move yourcursor over the record).

Warning

To display detailed call data, you have to click on one of the columns/fields of the desired row. Donot click on the icons on the left, because that will start the corresponding function withoutdisplaying the call detail page.

After selecting a call record the page appears, this contains all available information about theCall Detailsrecorded call.

The following functions available on the call detail page:

Playing back the call. The status of the play icon can vary depending on the status of the call or itcan be completely missing if the user has no playback right. For further information, please see

.Playing back recorded calls

Downloading the media file. This icon is only displayed if the user has the download right andplaying back is enabled.

Sending an e-mail containing a URL, which points directly to the call detail page of the selectedcall. This icon is only displayed if the user has the e-mail right and the call has a media file.

Silent monitoring the call. The full user right has to be set to access this functionality.

Delete the call. The full user right has to be set to access this functionality.

Get the URL point to this call. The URL is automatically copied to the clipboard of the client.

Adding metadata

This powerful function of the Verba recording system provides great benefits for enterprises by allowingenriching the technical information with related business information and call content related data.


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This makes searching far easier and enriches reporting thereby can support complex and sophisticatedbusiness processes and workflows as well as improving process and service quality of the organization.

A few attributes attached to a call can help a lot with finding the call later, identifying and managingexceptions etc. Of course, in conjunction with these the conventional technical attributes/fields like call time,duration, and phone numbers can still be used to find a call in the database.

There can be many comment templates defined, which are fully customizable in accordance to theorganization's need by the administrator.

If this is the first time, when you add comments to a given call, you have to select a comment template first. The list of available comment templates are gathered from your group settings. If a user is part of a group,all comment templates associated with the given group are available for commenting.

After pressing the button, the available comment fields are displayed.Show

If you have finished adding the comments, press the button to store your comments into the database.Save

If you are associated with more then one group, you will be able to add comments using any of the availablecomment fields for those groups.

Every user who is authorized to view a given call will able to attach comments to a call. Comments addedby one user cannot be modified by another user.

On the call list the mark (blue square) indicates that the call has comments entered.

For further information on comment administration, please see .Comment Template Administration

Call participant list

The system keeps track of conference participants.

In the bottom of the window are shown with:Call details Call participants

namestart of participationend of participation

In the these events are also shown as . The markers are visible as events on theCall player call markerswaveform display of the call.


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Note

In certain cases a conference call is not stored in the system as a single call. For example, if thehost is not a recorded user, only certain participants, then only those parts of the conference will berecorded, when the that participant is part of the call. This way each participant can have a recordof the part when they where in the call. This is sometimes necessary for security reasons.

Right click options

Every call detail page enables to apply certain filtering options by right clicking on a phone number.

These filtering options are useful, when the user would like to find corresponding calls to a given phonenumber. The following table describes the available options:


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Option Description

All calls from/to,same day

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date will be used, which was selected by the rightclick. The new results will be deployed in the same window.

All calls from/to,same day (innew window)

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date will be used, which was selected by the rightclick. The new results will be deployed in a window.

All calls from/to,same day +/- 1day

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date +/- 1 day will be used, which was selected bythe right click. The new results will be deployed in the same window.

All calls from/to,same day +/- 1day (in newwindow)

By applying this option the current list will be filtered by the number, over which theright click was initiated and that date +/- 1 day will be used, which was selected bythe right click. The new results will be deployed in a window.

After applying any of these options, on the top of the new list you can cancel the filter setting.


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Web-based media player

Overview

The Verba media player is a feature-rich multimedia tool that supports easy in-depth analysis of mediarecordings.

Features include:

Audio and video playbackFull playback controlVolume controlSpeed controlChannel (left/right) controlWaveform displayTimeframe selectionMarker creation and management with commenting

The player is an embedded Windows Media Player (Active-X component), with fully customized layout andcontrol.

The player is available from the Web Application (minimized at the bottom) when a call record is selected forplayback.

Warning

This built-in player works . On Linux and Mac desktops we recommendonly on Windows systemsthe functionality.DownloadA standard Microsoft plugin is required for .Call playback in Firefox and Chrome

Using the player

Using the media playerUsing call markersCall playback in Firefox and ChromeAudio file format and codec supportVideo file format and codec support

Using the media player

After clicking on the play icon of a call in the call list, the Verba player automatically appears (from thebottom), loads the media file, and starts playing back the recorded call.

The key components of the Verba player are shown here:


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The playback controls are displayed below the waveform display. Use these controls to adjust the volumelevel and perform basic playback tasks such as playing, pausing, stopping, rewinding, and fast-forwardingthe audio and video files.

The following table explains the function of each control.

Player Control Icon Feature Description

Begin Jumps to the beginning of the media.

Fastreverse

Fast reverses, if applicable.

Stop Stops the media playback (and repositions to the beginning).

Play Starts playing the stopped or paused media.

Playselected

Starts playing the selected timeframe.

In order to select a timeframe follow these steps:

Move the mouse over the timeline area.

Press the left mouse button and drag it to left/right toselect a timeframe.

Release the mouse button the area will be highlighted.

Pause Pauses the media playback.

Fastforward

Fast forwards, if applicable.

End Jumps to the end of the media.

Volumecontrol

Drag the volume bar and move the mouse to the left todecrease or to the right to increase the volume.


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Speedcontrol

Press the up arrow to increase and the down arrow to decreasethe speed of the playback. If you would like to reset the playingto normal speed, press the x1 button.

Balancecontrol

Drag the balance bar and move the mouse to the left to mutethe right speaker or to the right to mute left speaker. *

Fullsceen Resizes to full screen. This button is only available when themedia type is video.

* Media files recorded in stereo format can be played back from the view of only one of the participantsusing the Verba special balance control. Stereo recording has to be enabled in the Verba configuration. For more information, see .Verba Deployment Guide

The playback position can also be changed using the mouse by clicking on the position bar (when thecursor changes to a shape) and dragging it left or right. When the mouse button is released playback startsautomatically.

Controlling the player by keyboard

A subset of the above control features is available as keyboard shortcuts:

Keyboard shortcut Description

CTRL+Left Move the position bar/playback 1 second back.

CTRL+Right Move the position bar/playback 1 second forward.

CTRL+Space Strop/Pause the playback.

CTRL+Up Increase the playback speed.

CTRL+Down Decrease the playback speed.

CTRL+Page Up Increase volume by 5%.

CTRL+Page Down Decrease volume by 5%.

Waveform display

The waveform display provides a visual representation of the audio volume waveform when a playback isinitiated from the call list. The waveform generator supports all kinds of media types which are supported bythe Verba system. If stereo media is played back, Verba generates one waveform for each channel.

Transcoding video files

Video call and desktop screen recordings are written into the highly efficient Verba Media Format by default.

Playback of those files require the on the client PC where the user plays backVerba Unified Media Codecthe calls.

Follow these Steps to transcode and play a call from the Verba web interface:


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Step 1 - for the call (Search menu on the top)Search - Click the button on the desired callStep 2 Play - The Verba player comes up, click on the on the left side of the playerStep 3 WMV icon - Click "Convert" and wait until the transcoding finishes (it will show you progress)Step 4 - Click the Play WMV link that appears (after this the next searches will play WMVStep 5

automatically)

Using call markers

Markers are powerful tools to support call analysis and information sharing. Users can bookmark therecording by adding markers. A marker is a specific section of a call (highlighted in the waveform pane) withrelated notes. This facilitates call reviews and helps information sharing and collaboration with other userse.g. supervisors or managers.

The following figure illustrates the key elements of the marker information pane:

Available marker controls:

Marker Control Icon Feature Description

Markselectedtimeframe

Creates a marker for the timeframe selected in the waveformwindow. To select a timeframe follow these steps:

Move your mouse above the timeline area.Press the left mouse button and drag to the left/right toselect a timeframe.Release the mouse button.

Deletemarker

Deletes the marker.

Play markedtimeframe

Starts playing the corresponding marked timeframe.

Play markedtimeframecontinuously

Plays the corresponding marked timeframe repeatedly.

Exportmarkedaudiosegment

Export the marked audio segment.


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Modifymarker

After marking a certain timeframe, you can modify the startingand ending position of the marker by clicking on the up/downarrows next to the timeframe starting and ending time values.The values are incremented or decreased by one second foreach click. The markers can also be repositioned by draggingand moving the left or right border of the markers in thewaveform pane (the mouse cursor changes when the featureis available on the borders).

The following table summarizes the available controls for saving or adding new markers:

ControlIcon

Feature Description

Show/Hidemarkers

Shows or hides the markers on the waveform pane..

Add newmarker

Add new marker element row. By default only 5 positions are displayed.

Save markers Apply all changes for all markers. Saves, modifies or deletes the markersin the database.

After successfully marking a timeframe, other users, who are authorized to play back the given call (e.g.group or system supervisors), can easily review and play back the marked section of the call. Markers whichwere placed by a given user cannot be modified or deleted by other users. The name of the user that placedthe marker is displayed in the marker information tab.

On call lists an mark indicates that one or ore markers have been assigned to the call.M

Markers can be added through the Verba XML Service too. For more information refer to Adding markers to.an ongoing call

Call playback in Firefox and Chrome

Windows Media Player

The Verba Player uses the Windows Media Player Active-X component. With Internet Explorer browsers,Windows Media Player 7.x or a later version (tested up to Media Player 12) is required to use the player.

Windows Media Player Active-X Plugin

If you are using or , Windows Media Player and Active-X plug-in have toGoogle Chrome Mozilla Firefoxbe installed in order to use the Verba Player.

Tip

Download the codec from this Microsofts website at .http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx

You can test in both browsers whether the required components are properly installed or not, by clicking onthe waveform icon left to the Verba Player title in the top left corner of the player frame. This test feature isonly available when a recorded media file is selected to play from a call list. If one of the requiredcomponents are not properly installed the test will fail.

http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx


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Audio file format and codec support

The Verba system utilizes different types of audio file formats with different types of codecs. The actualformat and the applied codec of a given media file depends on the various settings of the system.

The following table summarizes the different audio file formats and audio codecs supported by Verba andsupport of these in Windows Media Player.

File Format Codec Windows Media Player Support

WAV PCM Supported by default.

WAV GSM-FR Supported by default.

WAV MSADPCM Supported by default.

OGG Speex Not supported by default. The Verba Unified Media codec has to be.installed (supports Windows only)

Silentmonitoring

VF Not supported by default. The Verba Unified Media codec has to be.installed (supports Windows only)

Video file format and codec support

The Verba system utilizes different types of video file formats with different types of codecs. The actualformat and the applied codec of a given media file depends on the various settings of the system. For moreinformation refer to .Verba Deployment Guide

The following table summarizes the different video file formats and video codecs supported by Verba andsupport of these in Windows Media Player.

File Format Codec Windows Media Player Support

VF VUMC Not supported by default. See .Installing Verba Unified Media Codec

WMV WMV2 Supported by default.


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Timeline viewerThe Verba Timeline Viewer is a powerful tool that provides a convenient overview of the recorded calls.

The viewer is available from any calls list or directly from the general search page. When selecting thisdisplay option a new browser window opens.

Navigation instructions:

Click and drag to scroll the timeline left or right.Double-click on any of the bands, and the timeline will automatically scroll to center that date.The arrow keys will scroll the timeline in small increments.The page-up and page-down keys will scroll the timeline forward and back one screen perkeystroke.The and keys will go the beginning or end of the data present in the timeline.Home EndThe mouse wheel over a band will scroll the timeline back and forward.Use the navigation bar in the top left corner of each band for moving the bands and zoom in or out ofthe timeline.

The following table describes each of the available timeline functions:

Control Description

FIRSTITEM

The timeline is scrolled to the first call.

LAST ITEM The timeline is scrolled to the last call.


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JUMP TO You can define the date and time value, where the timeline will be scrolled to. Selecting adate and time value is easy with this tool:

The selected date is displayed in red and can be adjusted using the following controls:

Date selection:

Use the << and >> buttons to select year

Use the < and > buttons to select month

Hold the left mouse button on any of the buttons for faster selection

Time selection:

Click on any of the time parts to increase it

Shift-click to decrease it

Click and drag for faster selection

HIGHLIGHT You can enter any number, which you would like to highlight on the timeline for a betterview. Simply start typing the desired number and the system will automatically show theavailable phone numbers (auto complete function), then click . You add more thenAddone highlight item, since the system automatically assigns a color for each and on the topleft side of the timeline you can see the previously defined highlight items.

CLEAR ALL This will clear all highlight items.

SEARCH You can enter any number, which you would like to search on the timeline. Simplly starttyping the desired number and the system will automatically show the available phonenumbers (auto complete function), then click . If anything is found, the systemSEARCHautomatically scrolls the timeline to the first occurance of the search number.

HEIGHT Use these controls to modify the timeline pane height.

Every band can be individually controlled by moving the mouse cursor over the top leftcorner of the desired band. The band control bar is display.


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Sharing and publishing callsThe recording system provides a secure and traceable way to share recordings among various members ofyour organization.

Recordings with some important element can be easily shared with other users or published to allcolleagues in the company. The system differentiates two types of audiences:

Standard Verba users - calls shared for standard users can access the shared recordings via thestandard web application.Publishing server users - these users do not have access to standard Verba Web application, onlyto a simplified interface called the Verba Publishing Server. Through this easy-to-use and simpleweb interface, these users can easily search and play back published records without the need tologin to the Verba Web application. The Verba Publishing Server can also provide authenticationwhen certain records have to be published with access control. The Verba Publishing Server userscan be created and maintained in the standard Verba system.

The following articles explain how to use the system:

Sharing callsManaging shared itemsAccessing shared callsVerba Publishing Server

Sharing calls

Sharing a call

In order to share a call recording, you have to find the related call and navigate to the call detail page. Onthe call detail page, select the link on the top right corner of the page. The option is onlyShare/Publish callavailable to users with Share Calls right.


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The following table describes each of the available fields:

FieldName

Description Requirements

Title Title for the shared recording. Maximumlength: 64

Description Description of the shared recording. Maximumlength: 512


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Audience Here you can select the type of the audiance. The following valid valuesapply:

Selected Users/Groups - this option will provide access to theshared record for selected users or group of users defined in theVerba system. These users can be standard or publishing serverusers as well. After selecting this option you can define in themulti-select boxes below the desired users and/or groups. Onlythose selected standard users can access the shared recording,which has right. This restriction doesAccess to Shared Callsnot apply for publishing server users. Publishing server users willable to access the shared recordings via the Verba PublishingServer interface only after authentication.All standard users - this option will provide access to the sharedrecording for all existing and all future users of the standardVerba system. Only those users can access the sharedrecording, which has right.Access to Shared CallsAll Publishing Server users - this option will provide access tothe shared recoring for all exisitng and future publishing serverusers. Publishing server users will able to access the sharedrecordings via the Verba Publishing Server interface only afterauthentication.All standard and Publishing Server users - this option willprovide access to the shared recording for both of the abovementioned user types.Public - this option will provide access to the shared recording foranyone through the Verba Publishing Server withoutauthentication.

Required field.

Users If the audience is , this option enables to selectSelected Users/Groupsthe desired users. Click on the desired user(s) in the left box and click onthe button to select the users. You can also remove the user(s) by the>>clicking on them in the right box and pressing the button.<<

-

Groups If the audience is , this option enables to selectSelected Users/Groupsthe desired groups. Click on the desired group(s) in the left box and clickon the button to select the groups. You can also remove the group(s)>>by the clicking on them in the right box and pressing the button.<<

-

Allowdirectlinking ofthe item tothePublishingServer

If this option is enabled, the recording can be shared from the VerbaPublishing Server user interface. It allows to directly link to the publishedrecording from an 3rd party application or embed a Windows MediaPlayer object to any HTML page pointing to the shared record. Publishedrecordings shared in this way do not provide any access control.

-

Fill out the form and press the button to store the sharing information to the database.Save

Managing shared items

Modifying, deleting and deactivating shared calls

Already shared calls can be modified, deleted or deactivated through the Sharing / Manage Shared Itemsmenu item.


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After selecting the menu item, click on the desired row and the system navigates to the Share call page,where the exisiting sharing information can be modified. Simply press the button after finsihing theSavemodifications.

The shared item can be also deactivated on this page by pressing the button. Once a sharedDeactivateitem is deactivated, it will no longer be available for the target audience. A deactivated item can bereactivated any time later.

The shared item can be deleted by pressing the button. After deleting the shared item, the targetDeleteaudience will no longer able to access the sharing. The original call recording will NOT be deleted by thisaction, this operation only removes the sharing attributes from the original call record.

Accessing shared calls

Users with right can list and view shared recordings under the Access to Shared Calls Sharing / View menu item.Shared Items

All control buttons like play, download, etc. are available based on the user rights fro the shared calls also inthe same way as for normal recordings.

The following table describes each of the available columns in the list:

Field Description


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Title Title of the shared recording.

Description Description of the shared recording.

Duration Length of the shared recording.

File Size File size of the shared recording.

Publisher Name of the user shared the recording.

Sharing Date Date and time of the sharing.

Views Overall number of attempts to view the shared recording.

Downloads Overall number of attempts to download the shared recording.

Audience Defined target audience.

Verba Publishing Server

The Verba Publishing Server provide a convenient, easy-to-use simple interface to access publishedrecordings. The Verba Publishing Server can be accessed through a web browser. The following HTTPaddress must be typed in the field:address

http://ServerNameorIPAddress/verba/pub

After entering the URL, all the recordings made available for the public is displayed automatically. In order toaccess published calls for certain publishing server users only, the users have to log in to the VerbaPublishing Server first. For more information, please read the upcoming topics.

The following table describes each of the available columns in the list:


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Field Description

Title and Description Title and description of the shared recording.

Media Duration and the file size of the shared recording.

Here you can access the , and functions as well.Play Download Share

Publisher Name of the user shared the recording.

Creation Date Date and time of the sharing.

Views Overall number of attempts to view the shared recording.

Downloads Overall number of attempts to download the shared recording.

Login to the Verba Publishing Server

In order to access published calls for certain publishing server users only, the users have to log in to theVerba Publishing Server first. After accessing the interface click on the link on the top right corner ofLoginthe page.

In the field type your user account name (not case sensitive) and enter the correspondingLogin IDpassword in the (case sensitive) field, then press the button. Password Login

If you do not have a login name and password, contact your system administrator.

If the provided credentials are not valid then the login page is displayed again with the Wrong login error message.credentials!

After successful login attempt, all shared/published recordings will be display, which are made available forthe given user.

You can logout anytime by clicking on the link on the top right corner of the page.Logout

The system also allows you to modify your password. Simple click on the link on the topChange Passwordright corner and fill out the form.


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Using the Cisco IP phone serviceMany convenient features of the Verba call recording system are available from Cisco IP phones.

The following functions are available for XML capable Cisco IP phone users:

On-Demand recording capability for those extensions where this recording mode is configured inthe Verba system. Users can select the current call to be recorded through an XML capable Cisco IPphone. For users with extensions constantly monitored and recorded the on-demand call recordingfunction is not applicable.Regardless, when the user marks the call for recording during the call, the entire call will be recorded(not only from the point of recording request).Silent monitoring and whisper coaching features allow supervisors to silent monitor and/orwhisper coach agents using their Cisco IP phones. The same feature is available on the webinterface, see .Silent monitoring ongoing callsCall tagging allows the user to assign a tag to an ongoing call or to an already recorded one. Userscan assign (add) a tag to a call by selecting it from a predefined list of values (configurable) usingthe screen of the IP phone. Only those users are able to tag their calls that have the commentingright. For more information about rights visit .User rightsAdding markers to an ongoing call (Bookmark). These markers are displayed in the Verba Playerduring playback to support call analysis and information sharing. For more information see Markers

.on pageFlagging a call as Private. Users can flag both ongoing and already completed recorded calls asprivate from their phone in addition to doing it through the web-based interface. Private calls can beplayed back only by the participants of the call. For detailed information see and Private calls User

.rightsFlagging a call as Important. Calls flagged as important can be listed directly through the CallsImportant calls menu item on the web interface. More information is available in section Important

.callsSending an email with a link pointing to an URL. This provides direct access to the call (call detailpage) for the recipient the call is "one click away". Authentication is performed before allowingaccess to the call.

In order to provide access to the Verba Phone service for the user the system administrator needs toconfigure the Verba Phone Service for the user's Cisco IP phone device (for details check Configuring the

).Cisco IP Phone service

Supported Cisco IP phone models: all XML capable phone.

The Verba Phone Service provides access to certain functions of the XML service by one button click (onlyavailable if Verba is used without authentication). This access method provides features for ongoing callsonly.

Adding a tag to a callAdding markers to an ongoing callDisplaying recording start status messageFlagging a call as ImportantFlagging a call as privateLogin to the Verba Phone serviceRecording an ongoing call or the most recent call


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Sending emailSilent monitoring and whisper coaching

Adding a tag to a call

This function allows the user to assign a tag to an ongoing call or to an already recorded one. Users canassign (add/change/delete) a tag to a call by selecting it from a predefined list of values (configurable) usingthe screen of the IP phone. To add a comment tag to a call (tagging) through the Verba Phone Service,follow these steps:

Step 1 Press the Services button on the phone or select the proper menu item.

Step 2 Select the .Verba Phone Service

Step 3 If the service is only accessible through authentication, follow the steps described in Login to.the Verba service

Step 4 Details about the ongoing call (associated with the user) are displayed.

To add a tag to the press the buttonongoing call AddTag

To add a tag to the press the button then the Last button, and finallymost recently completed call Otherthe button.AddTag

If you would like to add a tag to , press Other followed by the button,any previously recorded call Callsthen select the desired item by pressing the Select button, and finally press the button.AddTag

The button is only displayed if the user has the right to add a comment. The service checks theAddTaguser's right. If the given user name is valid and the user is granted the commenting right then the button isdisplayed.


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If there is no call in progress then the following screen is displayed:

Step 5 After pressing the button a predefined list of tags (labels) are displayed. Choose theAddTagdesired comment label by pressing the appropriate number on the touch pad of the IP phone or the

soft-key. If more than five labels are available, you can scroll the list by using the navigationSelectbutton on the phone.

Step 6 After selecting the appropriate tag, the user is informed that the comment has been saved.


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Step 7 If you would like to remove the assign tag from the given call, you have to navigate to thedetailed call page of the given call then press the button. On the list of items displayed youAddTagwill find an asterisk (*) next to the currently assigned item. Just press the Delete button to remove thetag from the call.

After attaching a flag, tag or comment to a call, users are able to search back this call by using the properfields and text in the search criteria. The adding of comments through the service can be done only whenthe call is active. If you would like to add a comment after finishing the call, you can do it through the webbased user interface or select the last twenty calls from the service on the phone. You can also remove thecomment on the web interface. For further information, see .Adding a tag to a callAdding a tag to a call

The comment texts are added to the comment field (named ) of the commentIP Phone Service XML Listtemplate of the default group of the given user. This is a built-in comment field, which is unique in everycomment template.

Adding markers to an ongoing call

In order to add a marker to an ongoing call through Verba Phone Service, follow the steps below:

Step 1 Click on the button on the phone or select the full menu item during the call.Services



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Step 4 Details about the ongoing call (linked to the user) are displayed. Press the button. ABookMrkmaximum five markers can be added for a single call. Each marker will cover a timeframe startingfrom (pressing the time " " for 4 seconds) to (pressing the time "+" for 4 seconds).


Step 5 After adding a marker to the ongoing call, the user is informed about the success of theoperation.


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After adding one or more marker(s) to the call, users are able to display the marked timeframe in Verbaplayer. For more information, see .Markers

Displaying recording start status message

This feature enables sending status messages to XML capable Cisco IP phones when a call recording isstarted. This function utilizes a call register, which stores real-time call information.

The status message is sent by the standard pushXML feature of Cisco IP phones.

In order to use his feature, the following settings must be configured for Verba Web Application (For detailedinformation ):Web Application Configuration

Unified Communications ManagerPushUserIDUnified Communications ManagerPushPasswordRecordingStatusDisplayEnabled

Flagging a call as Important

To flag a call as important through the Verba Phone Service, follow these steps:

Step 1 Click on the button on the phone or select the proper menu item.Services




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Step 4 Details about the ongoing call (linked to the user) are displayed.

To flag the as Important press the button.ongoing call Important

To flag the call as important press the then the , and then the most recently completed Other Last button.Important

If you would like to flag as important, press the then the button,any previously recorded call Other Callsselect the desired item by pressing the button, and then press the button.Select Important

The button is only displayed if the user has the right to flag a call as important and to add aImportantcomment.


Step 5 After successfully flagging a call, the user is informed that the call has been flagged asimportant.


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Step 6 If you would like to remove the important flag from the call, you have to navigate to the detailedcall page of the given call. A new status line shows that the given call has already been flagged asimportant. In order to remove the "Important" flag, press the button.DelImpt

After flagging a call as important, the call can be listed through menu item on theCalls / Important callsweb interface. The Verba Web Application also has the important call flagging function, see .Important calls

Flagging a call as private


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To flag a call as "Private" using the Verba Phone Service, follow these steps:

Step 1 Press the button on the phone or select the proper menu item.Services




To flag the as private press the button.ongoing call Private

To flag the as private press the then the Last, and then the Privatemost recently completed call Otherbutton.

If you would like to flag as private, press the , followed by the any previously recorded call Other Callsbutton, select the desired item by pressing the Select button, and then press the button.Private

The button is only displayed if the user has the right to flag calls as private. The service checks thePrivateuser right through the user name which was configured for the service (or added through the loginprocess). If the given user name is a valid user that has the private right, the button is displayed.


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Step 5 After successfully flagging a call, the user is informed that the call has been flagged as private.

Step 6 If you would like to remove the private flag from the call, you have to navigate to the detailedcall page of the given call. A new status line shows that the given call has been already flagged asprivate. In order to remove the private flag, press the button.DelPriv


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After flagging a call as private the call can be listed through menu item on the webCalls / Private callsinterface. After flagging a call as private the call can be played back only by the participants of the call. Youcan also flag calls as Private using the Verba Web Application, see .Private calls

Login to the Verba Phone service

The Verba Phone Service is available in two variations: with authentication and without authentication. When authentication is used then users have to login to the service using their credentials in order toaccess its functions.

To login to the service, follow these steps:



Step 3 The login screen is displayed, where you have to enter the Verba login name and password.


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Step 4 Use the phone keypad to input you Verba user name and your password then press the Loginbutton.

Step 5 After successful login the current call page is displayed. If you have provided wrong logininformation the login page is displayed again.

Step 6 If there is no call in progress then the following screen is displayed:


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Recording an ongoing call or the most recent call

In order to record an ongoing call (or recover and store the most recently completed call) through the VerbaPhone Service, follow these steps:




Step 4 Details about the ongoing call (associated with the user) are displayed. Press the Recordbutton if you would like to record the ongoing call for recording. If you would like to record the mostrecently completed call then press the button and then the button where you can find andOther Lastpress the button.Record


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Step 5 After successfully denoting a call for recording, the user is informed about that the call is beingrecorded.

If you press the button, the call detail page is displayed again and a new status line appears showingBackthe call status as "being recorded".


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If a user initiates call recording in the middle of the call then the whole length of the call is recorded. It isachieved by recording all calls for extensions, where on-demand recording mode is set, and deleting thosewhich were not denoted by the user to be recorded (kept).

For further information, see in , Verba Storage Management Service Verba Deployment Guide On-demandpart.Recording Settings

Sending email

In order to send an email containing a URL that points to the call, follow these steps:

Step 1 Press the button on the phone or select the proper menu item.Services




In order to send an e-mail about the ongoing call, press the button and then the button (if youEmail To Mewould like to send to e-mail to yourself) or the button (if you would like to send the e-mail to yourTo Suprvdefault group supervisor(s)).

In order to send an e-mail about the most recently completed call, press the then the then the Other Last button and then the button (if you would like to send to e-mail to yourself) or the Email To Me To Suprv

button (if you would like to send the e-mail to your default group supervisor(s)).


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In order to send an e-mail about a previously recorded call, press the then the button thenOther Callsselect the desired item by pressing the button then the button and then the button (ifSelect Email To Meyou would like to send to e-mail to yourself) or the button (if you would like to send the e-mail toTo Suprvyour default group supervisor(s)).

The button is only displayed if the user has the right to send e-mails. The Verba email sending function isinterpreted by users. The service checks the user through the user name which was configured for theservice (or added through the login process).


Step 5 Press the or button in order to send the email to yourself or to your groupTo Me the To Suprvsupervisor(s) for the given call. The user is informed that the email has been sent. The email addressis always collected from the Verba users database (please, refer to ). User Administration

After sending an email, the user receives an email containing an URL which points to the selected call. Byclicking on the URL, the Verba direct access page is loaded. The user has to login in order to access thecall.

Step 6 Open your email application (e.g. Microsoft Outlook).

Step 7 Click on the URL in the email.

Step 8 Login into Verba system with your user name and password.

Step 9 The system automatically forwards you to the detailed call information page of the given callrecord.

Silent monitoring and whisper coaching


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In order to silently monitor or whisper coach during an ongoing call through the Verba Silent MonitoringPhone Service, follow the steps below:

Step 1 Click on the button on the phone or select the proper menu item during the call.Services

Step 2 Select the .Verba Silent Monitor Phone Service

Step 3 If the service is only accessible through authentication, follow the steps described in topic .Login to the Verba service

Step 4 On the first screen, you can enter the extension number and/or the name of the user you wouldlike to monitor. The system searches for any occurrences of the provided query strings, so you provideonly a part of the desired number or name. If you leave these fields empty, the system will display allongoing calls based on your access control settings.

Step 5 You need to provide your extension number, where the service will deliver the silent monitoring/ whisper coaching call.

Step 6 Press the button.Search

Step 7 In the ongoing call list, select the relevant one. Calls where both parties can be monitored arelisted twice. The number and name in the first row identified the monitored party in the list.

Step 8 Once an ongoing call is selected, you can press to start silent monitoring the call or Monitr to whisper coach the user.Whispr

The silent monitoring / whisper coaching session is presented as a call on the supervisor phone. The call isautomatically answered. You can end the call anytime like you do with normal calls.


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Searching phone callsThe call search page can be accessed through the menu.Search

This page allows the user to enter the search criteria to find recorded calls. The search criteria attributes aredivided into groups and placed on 3 separate vertical tabs to make search criteria definition easier:

Basic Search Options tab includes the most commonly used search fields.

Advanced Search Options tab includes the remaining technical attributes that allow moresophisticated search criteria to be defined and used.

Comment Fields tab allows the user to narrow the search using the business data associated withthe call records (stored in comment fields).

The user can navigate between these tabs until the entire search criteria has been specified and theninitiate the search by pressing the button below the tabs. The search is executed based on theSearchcombined set of search field values on all tabs.

Resetting the search fields

After setting the search criteria, the system stores the field values, so whenever the user loads the searchpage the previous settings are restored and displayed. If you would like to reset the fields, click on the

(back arrow) link in the top right corner of the search panel.Reset Search Fields

Time zones in search results

In Advanced Search Options you can temporarily change the timezone of your current search. All timeinformation will be presented in the selected timezone in the search results, when you Reset the Searchfields

Advanced Search Options

All search fields support adding multiple query/filtering parameters. Follow the steps below to add one ormore filters to the desired search field:

Step 1 Click on the icon and select the desired field from the drop-down menu.Add Criteria

Step 2 Choose the operation from the appearing drop-down menu


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Step 3 Set the criteria on the right side of the panel.

Step 4 Optionally you can remove a previously added criteria by clicking the icon onDelete Criteriathe left side of the panel.

Reusing search criteria - saved queries

Every user can save a search query after it was executed, and rerun it at a later time. This feature is onlyavailable for call lists which were generated through the search page, because saving e.g. built-in call lists isfairly unnecessary.

Save a Query

To save a search query, follow these steps:

Step 1 Enter your search criteria on the search page and execute the search by pressing the Search button.

Step 2 When the result is displayed you can define a label for your query in the top-right corner of theSearch panel. Specify the label and press the button. The name of the search query must beSaveunique.

Step 3 You will be notified about the success of the task and the query will be added under the Calls / menu item.Saved Queries

Load a Query

A previously saved search query can be loaded by simply selecting it from the menu. The saved queries arelocated under the menu item. Only those queries are listed that were saved by theCalls / Saved Queriesuser. The list of queries is generated when the user logs into the Web Application.

Delete a Query

Unnecessary queries can be deleted by following the steps below:

Step 1 Load the query to be deleted by clicking on the button on the Search panel, andLoad queryselecting it from the menu.

Step 2 In the top-right corner of Search panel, press the button to delete the query.Delete

Make a query available to other users

Administrators can associate a saved query to a group through the menu.Group Queries ConfigurationFor further information, see .GroupsGroup query configuration

Search fields

You can search by using the following fields:

Field Name Description


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Query Interval Start/End Time You can define the date-time interval. If a start date-time of a call isin the given interval, it will be displayed. Selecting a date and timevalue is easy with this tool:

The selected date is displayed in red and can be adjusted using thefollowing controls:

Date selection:

Use the << and >> buttons to select year

Use the < and > buttons to select month

Hold the left mouse button on any of the buttons for faster selection

Time selection:

Click on any of the time parts to increase it

Shift-click to decrease it

Click and drag for faster selection

Since all date and time values are stored in UTC/GMT (UniversalCoordinated Time), the displayed date and time values depend onthe user s time-zone setting. You can override this setting byselecting another time-zone on the tab.Advanced Search Options

Phone Number (Caller or CalledParty)

Here you can enter the phone number of the caller or called party.

This field uses an auto-complete feature, to list the matchingregistered numbers in a drop-down menu as you type. You can alsoenter any other number, however the auto-completion only works forregistered numbers.

User This field also uses the auto-complete feature, to list the matchingregistered Verba users in a drop-down menu as you type. You canalso enter any other user name, however the auto-completion onlyworks for registered Verba users.

Duration Interval You can define an interval. Every call that s duration is between thegiven interval will be displayed in the search result. Filling only thebeginning or only the end of the interval results calls longer or shorterthan the defined value.

Seconds values greater then 59 are not accepted, however minutevalues greater then 59 are accepted and converted to valid hour:minute values automatically.

Extension An extension number registered in the Verba Recording System


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Caller Party Phone Number Phone number of the caller party.

Called Party Phone Number Phone number of the called party.

Groups You can select on or more Verba group from the predefined list. Callslinked to the users of the selected group(s) will appear in the searchresult.

Direction You can select one or more of the directions from the predefined list(internal, outgoing, and incoming).

Call Identifier Verba's unique, automatically generated call identifier. Search resultwill include only call(s) with the given identifier(s).

Recording Server Hostname of the Recording Server server.

Call Type Type of the call:

Voice only only voice calls are listedVideo only only video calls are listedBoth all types of calls are listed

Display archived calls too Determines whether the system will include archived calls in thesearch or not.

You can define as many search criteria as you wish. The search field values are linked with a logical AND.Therefore only those calls will be listed which meet all of the search criteria.

If all of the search fields are empty, every recorded call will be listed in the defined time range.

Search filter operators

When the user adds a to the search query under the ,Call detail record field Advanced Search Optionsthe system automatically displays the different operation types for the selected fields. Search filter operatorsinclude the following, however the operator list differs by field:

Equal to The search query returns calls where the selected field's value is equal to thespecified criteria.

Special search characters cannot be used here.

Not equal to The search query returns calls where the selected field's value is not equal to thespecified criteria.



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Matches a valuein the list

The search query returns calls where the selected field's value matches a value inthe list.

When the user selects this operator, a or a multi-select drop-down menu text is displayed, depending on the selected field.input box

Multiple items in the drop-down can be picked by holding down while clickingCTRLon each item to be selected.

When the text input is filled, the system automatically displays another field for thenext value.


Does not matcha value in the list

The search query returns calls where the selected field's value does not match avalue in the list.

When the user selects this operator, a or a multi-select drop-down menu text is displayed, depending on the selected field.input box

Multiple items in the drop-down can be picked by holding down while clickingCTRLon each item to be selected.

When the text input is filled, the system automatically displays another field for thenext value.


Does not exist The search query returns calls where the selected field's value is not defined.


Exists The search query returns calls where the selected field's value is defined.


Starts with The search query returns calls where the selected field's value starts with thespecified criteria.


Ends with The search query returns calls where the selected field's value ends with thespecified criteria.


Includes The search query returns calls where the selected field's value includes thespecified criteria.


Like The search query returns calls where the selected field's value matches thespecified criteria.

Special search characters can be used here. These are described later in this topic.


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Not like The search query returns calls where the selected field's value does not match thespecified criteria.

Special search characters can be used here. These are described later in this topic.

Between This operator is only available for the field. The search queryDuration intervalreturns calls where the field's value is in the specified timeframe.

Users can define custom timeframes, or use the drop-down menu for predefinedsettings.


Special search characters

You can use certain special characters to perform "wildcard-search" using the following combinations:

The character represents a string of characters at the position it is used. The system applies this%character by default for phone number fields. Search pattern variations denoted by * can be resourceintensive and can result long search execution.

filtertext% If you only remember the beginning of a field value, you can replace the remainingunknown string with the "%" character. E.g. specifying 414% in the extension search fieldwill list all calls where the extension number begins with 414.

%filtertext * If you only remember the ending of the value you want to find, you can replace theunknown text portion with the "%" character. E.g. specifying %414 will list all calls wherethe field value ends with 414.

%filtertext% * If you only remember an inner section of the field value, you can replace the precedingand trailing sections with the "%" character. E.g. typing %414% will list all calls where thefield value contains 414 after the first digit and before the last digit.

_ If you know the number of digits in the field, but one or more digits are uncertain, you canreplace the unknown digit with "_" (underscore) character. E.g. typing 4143_69 will list allcalls containing this pattern (the "_" can be any character, excluding empty character).

[] If you know the number of digits in the field, but one or more digits are uncertain and youknow the possible values, you can replace the unknown digit(s) with "[0123456789]" or"[0-9]" character(s). E.g. typing 4143[4-8]69 or 4143[45678]69 will list all calls containingthis number (the "[4-8]" or "[45678]" can be any number between 4 and 8).

None of the fields are case sensitive, so you can use either uppercase or lowercase letters. You can alsocombine the above mentioned special search patterns.

Example search pattern

414[3-7]_6% This will list all calls which start with 414, the fourth number is one of 3, 4, 5, 6 or 7,the fifth number can be any character (excluding nothing or an empty character),the sixth number is 6, and after character 6 the number can contain anything(including nothing).

Searching by metadata

As previously described, Verba allows the use of group-specific comment templates. Depending on the userconfiguration, each user is a member of one or more groups. When a user is logged into the Verba WebApplication, the user can use any of those comment templates for searching or adding new comments,


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which are defined for those groups the user belongs to.

In order to search for a comment field, you have to choose a comment template from those that areavailable to you. By selecting the desired comment template and pressing the Show button, the commentfields for the selected template are displayed.

Enter the desired criteria into the comment fields, check/uncheck the appropriate checkboxes, or select anoption from the drop-down list and press the button.Search

The comment search criteria will be added automatically to the other filters with a logical AND operation, soonly those calls will be listed which meet all of the search criteria.

If all search fields are left empty then all recorded calls will be listed in the defined time range.

Special search modifier characters

You can use certain special characters to perform "wildcard-search" using the following combinations:

The character represents a string of characters at the position it is used. The system applies this%character by default for phone number fields. Search pattern variations denoted by * can be resourceintensive and can result long search execution.

filtertext% If you only remember the beginning of a field value, you can replace the remainingunknown string with the "%" character. E.g. specifying 414% in the extension search fieldwill list all calls where the extension number begins with 414.

%filtertext * If you only remember the ending of the value you want to find, you can replace theunknown text portion with the "%" character. E.g. specifying %414 will list all calls wherethe field value ends with 414.

%filtertext% * If you only remember an inner section of the field value, you can replace the precedingand trailing sections with the "%" character. E.g. typing %414% will list all calls where thefield value contains 414 after the first digit and before the last digit.

_ If you know the number of digits in the field, but one or more digits are uncertain, you canreplace the unknown digit with "_" (underscore) character. E.g. typing 4143_69 will list allcalls containing this pattern (the "_" can be any character, excluding empty character).


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[] If you know the number of digits in the field, but one or more digits are uncertain and youknow the possible values, you can replace the unknown digit(s) with "[0123456789]" or"[0-9]" character(s). E.g. typing 4143[4-8]69 or 4143[45678]69 will list all calls containingthis number (the "[4-8]" or "[45678]" can be any number between 4 and 8).

None of the fields are case sensitive, so you can use either uppercase or lowercase letters. You can alsocombine the above mentioned special search patterns.

Example search pattern

414[3-7]_6% This will list all calls which start with 414, the fourth number is one of 3, 4, 5, 6 or 7,the fifth number can be any character (excluding nothing or an empty character),the sixth number is 6, and after character 6 the number can contain anything(including nothing).


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Desktop recorder user interface

Overview

The Verba Desktop Recorder is responsible for recording screen capture videos on the desktop PCs ofcontact center agents.

Screen recording starts when a phone call is started on the numbers associated with the agent andrecording stops when the call is terminated. The recorded video is automatically uploaded to the VerbaMedia Repository where it is precisely combined with the corresponding phone call audio.

The recorder has a minimal user interface on the agent's desktop, designed to ensure the agent is notdisturbed during work, but status assessment and troubleshooting is very easy for the IT team.

Taskbar notification icon

The Verba Desktop Recorder presents its current status on the Windows taskbar notification area in form ofan icon.

The following table describes the different icon recorder states:

Icon Description

IdleNo ongoing screen/audio recording. System is working properly.

Recording Screen recording in progress. /Audio System is working properly.

Paused Screen/Audio recording is paused. System is working properly.

Inactive/Disabled Screen recording is disabled or inactive. Network or configuration problem.

Error Critical error occured. Desktop recorder is not operational.

Note

It is possible to disable this icon and make the desktop recorder completely invisible/silent bychanging the SilentMode variable through the Verba administration web interface.

Status messages

You can get detailed status messages by moving the mouse over the Verba icon in the taskbar notificationarea.

In the tables below <user> means user names, <extX> means phone extensions.

Normal operational states

Icon status message Explanation

Configuring... The desktop recorder is being reconfigured by the Verba node manager.

Initializing... The desktop recorder is starting up.


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1.

2.

1.

2.

1.

1.

1.

2.

Idle username - <ext0>,<ext1>

Everything works properly, the screen recorder is ready for the next call.

Inactive - Recording isdisabled

Everything works properly, but screen recording is administratively disabled(though e.g. API calls).

Recording <user> -<ext0>, <ext1>

Screen recording in progress.

Paused <user> - <ext0>,<ext1>

Ongoing screen recording is paused (e.g. for PCI DSS compliancereasons).

Error states

Icon statusmessage

Explanation Possible resolution steps

Inactive - Notconnected todatabase

SQL Server database connectioncan not be established. Verify that the SQL Server is available

from the desktop PCVerify the database login credentialsconfigured in the Verba MediaRepository

Inactive no user -no extensions

User and phone extension is notconfigured for this desktoprecorder.

Verify that the user logged into thedesktop PC with a name that isconfigured for recording in the Verba

.Media RepositoryRegister the user name for recordingin the Verba Media Repository.

Inactive <user> -no extensions

User is configured, but no phoneextension is associated. Verify that the user has an extension

associated with it in the Verba MediaRepository.

Inactive - Norecordersconfigured

No recorder servers areconfigured. Messages about callstart and termination will not bereceived.

Verify the the recorder servers areproperly configured

Inactive - Notconnected to anyrecorder

No recorder servers are available.Messages about call start andtermination will not be received.

Verify the the recorder servers areproperly configuredVerify that the recorder serves areaccessible from the desktop PC(firewall issues)

Configuring... The desktop recorder is beingreconfigured by the Verba nodemanager.

-

Initializing... The desktop recorder is startingup.

-

Idle username -<ext0>, <ext1>

Everything works properly, thescreen recorder is ready for thenext call.

-


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1.

2. 3. 4.

Inactive -Recording isdisabled

Everything works properly, butscreen recording isadministratively disabled (thoughe.g. API calls).

-

Recording <user>- <ext0>, <ext1>

Screen recording in progress. -

Paused <user> -<ext0>, <ext1>

Ongoing screen recording ispaused (e.g. for PCI DSScompliance reasons).

-

Critical Error System is in critical error statefrom which it can not go back tonormal operation.

Try restarting the desktop recorderserviceTry restarting your PCTry reinstalling your desktop recorderIf all these fail, please collect logs andcontact support.


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1. 2.

3.

Dial-in user interface

Overview

The Verba Recording System provides dial-in services to end-users for the following:

Use case Description Audio calls Video calls

Dictation Users can record a dictation with a simplephone call.

Supported Supported

Ad-hocconference

Users can add the recorder to any conferencecall to record it.

Supported Supported

Playback Recorded calls can be played back over thephone.

Supported Supported

Silentmonitoring

Ongoing calls can be listened to over thephone.

Supported NotSupported

Note

Verba Dial-in Services provide , however audio functions for all PBXs with SIP support video. Please contact Verba regarding the latest videoservices are limited to certain vendors

recording compatibility.

Dial-in lines

The solution provides different dial-in lines with different capabilities:

recording line without prompt - recording starts immediately when the recorder answers (but asksfor Recorder PIN if required)recording line with prompt - recording starts after a prompt when the recorder answers (but asksfor Recorder PIN if required)playback line - provides playback capabilities for call recordings stored in the solutionadvanced dial-in line - provides more advanced playback and recording capabilities

Recorder line numbers are configurable. Different customer deployments will have different recorder linenumbers.

Authentication

The dial-in services lines are , functions and content is restricted based on the detectedauthenticatedidentity. Authentication uses the following procedure:

Detect the callers phone extensionIf the extension is configured in Verba and configuration allows PIN-less operation, the serviceprogresses directlyIf the extension is configured in Verba, but configuration requires PIN, the service progresses aftersuccessful PIN authentication

The recorder line if:does not answer

the caller uses a hidden numberthe extension is not configured in the Verba system,dial-in recording is not allowed for that extension


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Warning

PIN-less, extension based authentication is prone to caller ID spoofing.Use that functionality with care (e.g. for internally accessible dial-in services only).

Dial-in service flows

Click on the diagrams below to see the service flows of the various dial-in lines. Flow and prompt audiocustomizations can be configured.

Recording line with prompt

Playback line

Advanced dial-in line

Dial-in interface customization

Audio prompts

Prompts are stored in <PromptPath>\<Language>\ subdirectories.

Language is determined based on authenticated user's language property if available, otherwise based on a


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configured language default.

File Default Prompt Comment

authfailed.wav Authentication failed!

beep.wav Beep before recording andplayback of next call

beepbeep.wav Double beep after recordingended

enterpin.wav Please enter your PIN code terminated bythe # key!

fullmenu.wav To record this call press 1, to playbackyour calls press 2, to playback calls byphone number press 3!

getplaybacknumber.wav Please enter the phone number terminatedby the # key!

invalidpin.wav Invalid PIN code!

nocalls.wav There are no calls available to playback foryou

"for you" because there is nodistinction between no accessfor playback and no calls foundaccording to searching criteria

nomorecall.wav No more calls to playback. To playbackprevious call press 4, to enter menu pressthe * key.

playbackinstructions.wav To playback earlier call press 4, toplayback later call press 6, to enter menupress the * key.

playbackmenu.wav To playback your calls press 1, toplayback calls by phone number press 2.

recinstructions0.wav Recording will be started after the beep.To stop recording press the * key, aftertwo beeps recording will be stopped. Youcan restart it by pressing the * key again.

Recording instructions forrecorder line. It's too long, weneed a shorter prompt here.

recinstructions1.wav Recording will be started after the beep.To stop recording and enter menu pressthe * key.

Recording instructions for voiceportal

resptimeout.wav Response timeout.

sqlerror.wav SQL error.


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welcome.wav Welcome to the Verba Recording System.

Video prompts

Prompts are stored in <PromptPath> subdirectories. Currently there is no multi-language capability for videoprompts.

File Prompt

audioicon.png Thumbnail for audio calls, used if waveform service cannot generate waveform

erroricon.png Thumbnail for calls which couldn't be opened

verbatech.png Verba logo showed in right bottom corner of the menus, and full screen forrecording with forced duplex streams (recorder should send audio and videostream, not just receive)

recscreen.png Image for recording screen in 4:3 ratio

recscreen_wide.png Image for recording screen in 16:9 ratio


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Using the Lync 2010 extension for conference call recording

Opening the extension

The extension can be opened from the Lync toolbar. The name of the extension might be differentdepending on the installation. By default it is called .Meeting Recorder

Start call recording

Once you start the extension, a new panel appears on the right side of the Lync window. It shows theinformation about the current conference call. Meeting related metadata is only available if a meeting invitewas sent earlier to the recorder. Please contact your system administrator to get more information about theemail address of the recorder service.

You can start conference call recording by pressing the button.Start Recording


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Once you start recording, the system automatically joins the conference call and plays in an audio promptand sends out a text message notifying conference participants about recording. If the announcementservice is disabled, you will not hear and see any notification.

Recording can be restarted any time by pressing the button again. The system createsStart Recordingseparate recording for each recording section and assigns the same metadata to each record, so you caneasily search back related call legs using the subject or meeting ID during search.

Stop call recording

You can simply stop recording by pressing the button.Stop Recording


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Error messages

The following table describes error messages:

Message Description

Extension/address isnot enabled forrecording

The recording system is not configured properly, because yourextension/address is not configured for controlled recording.

No ongoing call found The system cannot find any ongoing call for your extension/address. If you dohave an ongoing call, please check the recorder configuration. Click on the

link on the top right corner to retry.Refresh

Authentication error,token expired.Requesting newtoken...

Authentication error occurred when contacting the recording server. Theextension automatically tries to reconnect.

Call recording alreadystarted

Call recording has already been started.

Call recording alreadystopped

Call recording has already been stopped.

Connection error Connection error occurred between the extension and the recording server.Click on the link on the top right corner to retry.Refresh

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