CallCabinet User Guide

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  1. Installation
  2. Registration
  3. Login Page
  4. The Homepage
  5. The Menu
  6. Call Listing Page
  7. Call Details
  8. Reporting
  9. Conversation Analytics
  10. Security Log
  11. Heartbeats
  12. QA Dashboard
  13. QA Scorecards
  14. Settings
  15. Logout
  16. Support
  17. Predefined Roles and Associated Permissions
  18. Glossary

Installation

CallCabinet is simple to install and, in the majority of cases, is integrated with a PBX, switch or network. All that is required is for it to be activated. To activate CallCabinet, a Customer ID and Site ID is required, which will be provided through the registration process. CallCabinet seamlessly integrates with all major unified communications (UC), IP-PBX and telephony platforms. Please speak to your distributor or reseller about the options available, or contact CallCabinet directly at support.callcabinet.com.

Registration

Registering on CallCabinet is simple. You should have received an email directly from CallCabinet or your certified CallCabinet partner. Open this email and then click on the provided link which will direct you to CallCabinet’s account registration page, newaccount.callcabinet.com/Account/Register. Once you land on this page, it will look similar to Figure 1. Continue with the registration by entering information into the blank fields:

CallCabinet-figure-1-Register-Account

Figure 1 – Register Account

The numbers in the discussion below relate to Figure 1:

  1. Complete Company Details section by entering your company’s information such as its name and address.
  2. Create your own unique CallCabinet WEB URL This URL will be used to access your customized login page. For instance, if your company’s name is ‘Wayne Enterprises’, your URL would be something like https://wayneenterprises.callcabinet.com. NOTE: It is important you remember this URL as it is the only way you will be able to log into CallCabinet.
  3. Complete the Administrator Details section for the initial administrator of your system. NOTE:  This information may be changed once the initial login is complete. Incidentally, once you have successfully logged into the CallCabinet, you will be able to add additional users and administrators in the Settings section under the User Management. This process is discussed in more detail here.
  4. To complete the registration process, you need to check the I agree to the Terms and Conditions and Privacy Policy check box.
  5. After you have entered and checked all the required information, click the Create My Account button to complete registration. You will receive an email to verify your email address.

Once you have verified your email address, you will receive a second email, which is a confirmation email, similar to Figure 2. This will contain your Customer ID and Customer (Company) Name, Site ID, and the Site Name. Once you have received this confirmation, you can proceed to your personalized login page. Remember, you can only login to your company’s personalized login page.

CallCabinet-figure-2-Registration-Suvvessfull

Figure 2 – Registration Successful

Login Page

Once registration is complete, you may log into CallCabinet’s application. Proceed to your CallCabinet’s login page by entering your company’s personalized URL.

By doing so you should land on a page similar to that illustrated in Figure 3.

CallCabinet-figure-3-Login-Page

Figure 3 – Login Page

The numbers in the discussion below relate to the image in Figure 3. To login, proceed by:

  1. Entering the email address used during registration.
  2. Entering the password created during registration.
  3. Should you have forgotten your password, click Forgot your Password. On the screen that appears, which will be similar to that illustrated in Figure 5, enter your email address and then press Submit. A temporary password will be sent to your email.

NOTE: Once you have gained access to your account, please create a new password to replace the temporary password you were sent.

  1. Click Login OR proceed to step 5 if you have a Gmail, Microsoft or Okta username that matches the email address you registered with.
  2. If you have a Gmail, Google Apps, Windows Azure or Okta username that matches your email address used when registering and supports SSO Federation Login, you can click the corresponding icon.
  3. If you do not have an account or want to learn more, click on Click Here to visit CallCabinet’s website.
  4. If the email address you are using to login to CallCabinet is associated with more than one company, then when you login, CallCabinet will present a Company Selection page containing all the companies that are associated with the email address. You are then able to click on the company you want to work with. Please be aware that you are still able to switch between the different companies associated with this email once you have successfully logged into any of the companies. An example of a Company Selection page is illustrated in Figure 4.
CallCabinet-Figure-4-Company-Selection

Figure 4 – Company Selection

CallCabinet-Figure-5-Forgot-Password

Figure 5 – Forgot Password

The Homepage

If a user successfully logs in, they will be presented with a home screen similar to that illustrated in Figure 6. This is the default screen and is a convenience dashboard exposing certain metrics of the account. This page may be changed or disabled to meet the user’s preferences.

CallCabinet-Figure -SEQ-Figure-ARABIC-6-Default-Homepage

Figure 6 – Default Homepage

The numbers in the discussion below relate to the image in Figure 6 which describe each function on the homepage.

  1. Home Page indicates that the user is viewing the Home Page. This is the page’s title, and each page rendered in CallCabinet will have its own title informing the user as to which page they are viewing. Incidentally, pressing the menu item Home, currently highlighted in the menu bar, will direct the user to this home page.
  2. The Company: If the logged in user’s email is associated with more than one company, they will be able to switch between each of them by clicking on the dropdown menu and selecting the one required.
  3. The CallCabinet Menu Bar is positioned vertically and allows site-wide navigation to all CallCabinet’s pages. A user can easily identify each icon by hovering over them. A tooltip, which pops-up, will identify the icon and provide the user with the ability to expand the menu. Each of these menu items will be discussed in further detail throughout this document.
  4. The Profile drop-down list provides the logged in user the options to:
    • Access CallCabinet’s online User Guide (this document).
    • Change the user’s preferred language.
    • Select the Multi-Function Authentication (MFA) method, if required.
    • Access CallCabinet’s support portal.
    • Reset the logged in user’s password.
    • Log out of CallCabinet.

An example of this drop-down menu is illustrated in Figure 7.

  1. Security Logs widget (or tile) displays a record of the most recent logins that have occurred to the system. This tile will only be visible for uses with the appropriate role. For instance, Super Admin. Incidentally, far more detailed information is available on the Security Log page, which will be discussed later in this document,
  2. The Calls Counter widget (or tile) displays the total number of calls that the selected company has recorded for the current hour, day, week or month.
  3. Call Volume widget (or tile) displays the volume of calls recorded in CallCabinet over the past 14 days, 4 weeks or last 6 months. The default is the last 14 days.
  4. User Activity widget (or tile) provides call statistics on the number of logins, calls played back and Quality Assurances (QA) completed by the last 5 users in the last 14 days, last month or last 6 months.
  5. Show this Page at Login is ticked by default. Upon login, if this checkbox is un-ticked/un-checked, the user will be directed to the Call Listing Page.
    NOTE:  Should a user not have permission to access the Call Listing Page, they will be directed to the default Homepage, which will look similar to that in Figure 6. This is a global setting for all the company’s users.
CallCabinet-Figure 7 - Profile Options

Figure 7 – Profile Options

The Menu

The CallCabinet menu is always available on the left-hand side of the application’s screen and is abbreviated with icons. All the user’s options are illustrated in Figure 8.

Figure 8 - CallCabinet's User's Menu Options

Figure 8 – CallCabinet’s User’s Menu Options

The numbers below relate to the image in Figure 8 and provide a brief explanation of each menu item. Each item is discussed in more detail further on in this document:

  1. Clicking on Home directs a user to The Homepage, where the user can view certain dashboard information tiles, inter-alia the call volume tile, the security alerts tile, the call counter tile and the call statistics tile.
  2. Clicking on Call Listing directs a user to the Call Listings Page, where the user can view, filter, tag and playback calls. With the bulk functions a user is able to perform actions on multiple calls. For instance, placing a legal hold on multiple (bulk) calls. It is likely users will spend most of their time on this page.
  3. Clicking on Reporting directs a user to the Reporting Page, where the user can pull reports such as, Call Duration, Call Volume, Quality Assurance and Speech Analytics.
  4. Clicking on Conversation Analytics directs a user to the Conversation Analytics Page, which contains a comprehensive prebuilt Analytics business intelligence dashboard offering instant insights derived from captured voice data.
  5. Clicking on Security Log directs a user to the Security Log Page, where a user can view a complete history of actions performed on the system by all users.
  6. Clicking on Client Heartbeats directs a user to the Client Heartbeats Page, where the user can view the number of CallCabinet Agent Client Desktop and CallCabinet Desktop Recorder installs.
  7. Clicking on QA Dashboard directs a user to the Quality Assurance Dashboard Page, where the user can view information such as the number of QA’s completed and QA score averages. The user may perform a QA evaluation using the QA Randomizer directly from this page and view any historical QAs completed.
  8. Clicking on QA Scorecards directs a user to the Quality Assurance Scorecard Management Page where the user can create, edit and delete QA Scorecards.

Settings Sub-Menu

Settings opens up a separate sub-menu:

  1. Clicking on General directs a user to a page allowing the user to configure Company Information and Security Settings. These settings govern the entire CallCabinet application and are applied to every registered user within the organization.
  2. Clicking on User Management directs a user to the User Management Page, where the user, with the requisite authority can add, edit or delete a user’s profile.
  3. Clicking on Custom User Roles directs a user to the Custom User Roles Page, where the user, with the requisite authority can create, edit or delete a custom role.
  4. Clicking on Restricted User Roles directs a user to the Restricted User Roles Page, where the user, with the requisite authority is able to restrict users either by agent, group or site.
  5. Clicking on Site Management directs a user to the Site Management Page, where the user, with the requisite authority can add, edit or delete sites.
  6. Clicking on Agent Management directs a user to the Agent Management Page, where the user, with the requisite authority can add, edit or delete agents.
  7. Clicking on Assign Agents directs a user to the Assign Agents Page, where the user can assign agents to extensions.
  8. Clicking on Agent Groups directs a user to the Agent Groups Page, where the user, with the requisite authority can create, edit or delete groups.
  9. Clicking on Extension Management directs a user to the Extension Management Page, where the user, with the requisite authority can create, edit or delete extensions.
  10. Clicking on Call Tags directs a user to the Call Tags Page, where the user, with the requisite authority can create, edit or delete call tags.
  11. Clicking on QA Randomizer directs a user to the QA Randomizer Page, where the user, with the requisite authority can manage and define parameters that restrict the QA randomizer.
  12. Clicking on Retention Policy directs a user to the Retention Policy Page, where the user, with the requisite authority can define the retention policy per site.
  13. Clicking on Notifications directs a user to the Notifications Page, where the user, with the requisite authority can create notification rules.
  14. Clicking on Grid Management directs a user to the Grid Management Page, where a user may manage the column view on the Call Listing page.
  15. Clicking on Ip WhiteList directs a user to the IP WhiteList Page, where the user, with the requisite authority can restrict user access to a predefined publicly accessible IP address.
  16. Clicking on Phonebook directs a user to the Phonebook Page, where a user is able to create, edit or delete phonebook entries.

Navigation Menu behavior

    1. Left ‘button icon’ left-button-icon  selected: Menu will expand and collapse when a user moves their mouse over an item’s icon, exposing the menu item’s text.
      Center ‘button icon’ Center-button-icon  selected: Menu fixed minimized where only the icon is visible.
      Right ‘button icon’ Right Button Icon  selected: Menu fixed expanded, exposing the menu’s icons and text, as shown in Figure 8.

Call Listing Page

The Call Listing Page is where a user may search for, download and playback calls currently stored in the CallCabinet’s system. User’s will generally spend most of their time using this feature of CallCabinet.

CallCabinet-Figure-9-Call-Listing-Page

Figure 9 – Call Listing Page

When the call listing page is rendered, it should look similar to Figure 9 if the logged in user has the appropriate permissions. The image illustrates the basic features of the Call Listing Page. The numbers in the discussion that follows, relate to the numbers in Figure 9.

  1. The Audio Player allows a user to play or pause a selected call recording. By highlighting the row of the call recording and then clicking the right-facing arrow on the player opens the audio oscillogram, also called an audio wave. An example of this oscillogram is:

CallCabinet-OscillogramA user can navigate directly to locations in the timeline by clicking inside the oscillogram. Pressing the left-facing arrow will close the oscillogram. Pressing the information icon will display various metadata about the call. For example:

CallCabinet call Info
    1. The Add Filter feature allows a user to filterthe Call Listing Data Table (number 7) based on selected parameters including; date range, call duration, extension, agent, group, site or call tag.
    2. The Apply button, once clicked, applies the selected filteroption where the results of the applied filters are listed in the Call Listing Data Table, indicated by number 7 in Figure 9. Please be aware that the filters the user configures only come into effect once the user presses the Apply button
    3. My Time Zone allows the user to change the displayed time zone for their account.
    4. The company a user is currently viewing: If a logged in user has more than one company associated with their email address they logged in with, the user will be able to switch between each company by clicking on the drop-down arrow and selecting the desired company from the list displayed.
    5. The logged in user’s profile drop-down list provides a user the options to change their password or log out of CallCabinet. See Homepage > Profile dropdown for further explanation.
    6. The Call Data Table displays a single row for each call recording. Calls displayed in this table are those that match the filters applied, as described in 2 and 3 above. Further filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.
    7. The Items Per Page drop-down arrow lists the number of calls to display, at a time in the Call Listing Data Table. The range is from 10 – 10 000.
    8. This indicates the number of calls being displayed per page. The series of numbers to the left indicate the number of the page available to view.
    9. This is the Bottom Bulk Actions Toolbar where a user may perform bulk (multiple) actions such as downloading downloading, deleting Deleting, exporting to Excel, compliant call sharing compliant-call-sharing, email Email  and the ability to place a legal hold Ability-to-place-a-legal-hold  on more than one call recording at a time.
    10. Edit columns allows a user to show or hide columns in the Call Listing Data Table (indicated by 7 in Figure 9). See a further explanation below.

Symbols and other meta-data

CallCabinet-Figure-10-Call-Listing-Meta-Data

Figure 10 – Call Listing Meta-Data

The numbers in the discussion below relate to the image in Figure 10:

  1. The Bulk check(tick) box; By checking this box, all the call recordings are selected that appear in the Call Data Table. Should a user want to select individual calls, then the user would check each call’s individual checkbox associated on each line.
  2. The View Call Details View-Call-Details.png icon will direct the user to the Call Details page. This page is discussed in more detail under the Call Details Page section.
  3. The Play Audio play-audio.png button allows a user to listen to the audio of the selected recorded call.
  4. Start Time informs the user the date and time the recording started.
  5. End Time informs the user the date and time the recording was completed.
  6. Call Type icon represents on which platform the call is being recorded. In the example image, Figure 10, the phone-call.png icon represents a normal phone call. If the call is a Microsoft Teams recording for instance, then the icon would be Icon-word.png .
  7. Duration describes the length of the call in mm:ss (minutes and seconds) format.
  8. The Agent column describes the agent who answered or made the call.
  9. The Groups column describes what group(s), if any, the agent is assigned to for a particular call.
    NOTE:  A user with an admin role may create groups under Settings > Agent Groups.
  10. The Direction column indicates whether the call was incoming incoming.png or outgoing outgoing.png .
  11. The Download column allows the user to download a call in a non-encrypted, mp3 format by clicking on the download downloading icon associated with the call the user would like to download.
  12. The Legal Hold legal-hold symbol indicates that a legal hold has been placed on a call recording. Assigning a legal hold to a call means that the call is retained indefinitely, and overrides all the system’s call retention policy.
  13. The Flag symbols select-flag are entirely up to a company and its users’ interpretation and discretion. Any description that makes sense to the user may be assigned to each symbol. It is up to the company and users to ensure no ambiguity exists.
  14. The call Tag call tag symbol indicates that a call recording has been tagged.
  15. The call Note call-note.png symbol indicates that a call recording has a note added to it.
  16. Edit Columns allows a user to change the columns visible and information displayed in the Data Call Table. Clicking on this button renders a pop-up similar to Figure 11. To add a column, simply drag the desired column name from Available Columns to Visible Columns. In the same manner, to delete a column, drag the column name from the Visible Columns to the Available Columns. When you return back to the call listing page the changes will have been applied. The columns associated with the ‘lock’ symbol may not be removed from the Available Columns.
CallCabinet-Figure-10-Call-Listing-Meta-Data

Figure 11 – Column Selection

Other columns often selected by users to be visible in the Data Call Table are:

  • Call ID which lists the unique encryption key associated with the call recording.
  • Site refers to the site or location.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon  adjacent to the column heading the user is wanting to apply the filter.

Call Details

The call details page provides comprehensive information regarding the selected call.

Call details with PCI DSS Redaction

Call details with PCI DSS Redaction

Figure 12 – Call Details with PCI DSS Redaction

NOTE: In order to access the Call Details Page an Advanced User License is required.

The numbers in the description below relate to the image in Figure 12:

  1. The Back button returns the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button. Doing so maintains any filters the user may have set on the Call Listings page. Using the browser’s back button will refresh the page and reset all the filters to default.
  2. Tag call-detail-tag allows a user to assign custom identifiers, called tags, to the call. Tags can be created or deleted by clicking on the Settings > Call Tags menu item.
  3. Legal Hold call-detail-legal-hold provides the ability to retain the call’s recording for legal or training purposes. This action will store the call’s recording and associated metadata, regardless of the system’s retention policy. The call will never be deleted while in a legal hold status.
    NOTE: Retention policies can be specified by clicking on the Settings > Retention Policy menu item.
  4. Notes call-detail-note allow a user to apply a general note to a call’s recording. The user has 14 minutes in which to amend or delete the applied note after which the note will become a permanent record and cannot be deleted.
  5. Flag call-detail-flag allows a user to flag a specific call recording as an additional filtering parameter that may be applied on the Call Listing Page. Flag symbols are entirely up to a company and its users’ interpretation. Any description that makes sense to the user may be assigned to each symbol. It is up to the company and users to ensure no ambiguity exists.
  6. Share call-detail-share allows a user to compliantly share a call recording and the associated information regarding the call recording, to an email address, using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient. When clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can playback the call. The link only provides temporary access to listen to the call, and the user can define how long that call will be available once shared. The user can set permissions to allow the recipient to add notes to the call and get notified if the recipient adds a note.
  7. Email call-detail-mail enables a user to send the call’s details via email.
  8.  Download call-detail-download allows a user to download the call in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section. When a user clicks on the Download call-detail-download item, a dropdown with another download item call-detail-download All Media is rendered. An example of this is illustrated below.
    call-detail-download-image.png
    If the user then clicks on the Download item, then just the audio recording is downloaded, as described above. However, should the user click on the All Media item, then all media associated with the call, inter alia video, screen share and audio will be downloaded. Once done, a dialog similar to that illustrated below, is displayed informing the user that the download is completecall-detail-download-image-2.png
  9. Download Part call-detail-download allows a user to select a segment within the call and download this segment in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section.
  10. The Assigned To section displays the agent’s name the call recording is assigned to, their extension number, and email address. If the call is not a work-related call, the user may then check(tick) the Personal Call checkbox thereby marking it for exclusion from any quality assurance (QA) evaluations and reporting. The user may reassign the call recording to another agent by clicking (RE-ASSIGN). Doing so, will open a dialog pane in which the user may select the desired agent they wish to become associated with the call. Once reassigned, there will be no change to any historical records, except for the call recording the user has just reassigned. Pressing the up-arrow call-detail-arrow-up shrinks the Assigned To, as well as Call Info and Access Log sections. Pressing the down-arrow call-detail-arrow-down expands them.
  11. The Call Info section describes information regarding the call’s recording, including the caller’s phone number, call duration and whether the call was incoming or outgoing. Clicking More… will expand the panel to display a complete list of metadata. Pressing the up-arrow call-detail-arrow-up shrinks the Call Info, as well as Assigned To and Access Log sections. Pressing the down-arrow call-detail-arrow-down expands them.
  12. The Access Log section is a complete audit trail describing which users have interacted with a call’s recording, and what interaction occurred. The user’s name is displayed, as well as the date and time each user used the playback feature, made a note, shared the call, or downloaded the call. Pressing the up-arrow call-detail-arrow-up shrinks the Access Log, as well as Assigned To and Call Info sections. Pressing the down-arrow call-detail-arrow-down expands them.
  13. The Call Playback section allows a user to navigate directly to a portion of the call they would like to hear by clicking locations within the oscillogram.
  14. The recorded call’s oscillogram.
  15. The user may pause the playback or select to ‘rewind’ 15 seconds by pressing the rewind icon. The user may select the x2 icon to play the recording at twice the recorded speed.
  16. Shows an example of PCI DSS Redaction of personal and private information within the call’s oscillogram. This is where an agent received sensitive client information that has been redacted. It will not be available in the call’s playback. PCI DSS Compliance Redaction is used for personal Information such as Credit Cards, Social Security Numbers, etc. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  17. Speaker indicates when there is a change in speaker. Notice that the ‘bar’ takes on a darker color when the recording is in stereo.
  18. Single Notes allows the user to add numerous single notes pinned to a specific point in time in the call by clicking in the single notes bar. The point at which the note is added is indicated by the call-detail-icon icon.
  19. The Notes Over Time section allows a user to add a note over a specific time period by clicking on the notes over time bar. The resulting icon indicating the ‘note over time’ is call-detail-over-time.
  20.  The Screenshots section is where the user is able to view any screenshots associated with the call.
    NOTE: Screenshots are only available with CallCabinet’s Agent Client Installation and associated licensing.
  21. The Screenshots display area is where the user may view and enlarge screenshots accordingly.

NOTE:  PCI DSS redaction requires that the agent participating in the call has permission to do so by ensuring that the “Compliance Enabled” checkbox is checked in their profile.

NOTE:  Video and Screen Share recording requires that the agent participating in the call has permission to do so by ensuring that the “Enable Screen Capture/Video” checkbox is checked under their profile.

Call details with Speech-to-Text Transcription

NOTE: In order to access the Call Details Page an Advanced User License is required.

Call details with Speech-to-Text Transcription

Figure 13 – Call Details with Speech-to Text Translation

The nucall-detail-download.pngmbers in the description below relate to the image in Figure 13:

  1. The Back button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button. Doing so maintains any filters the user may have set on the Call Listings Page. Using the browser’s back button will refresh the page and reset all the filters to default.
  2. Tag call-detail-tag.png allows a user to assign custom identifiers, called call tags, to the call. Tags can be created or deleted by clicking on the Settings > Call Tags menu item.
  3. Legal Hold call-detail-tag.png provides the ability to retain the call’s recording for legal or training purposes. This action will store the call’s recording and associated metadata, regardless of the system’s retention policy. The call will never be deleted while in legal hold status.
    NOTE: Retention policies can be specified by clicking on the Settings > Retention Policy menu item.
  4. Notes call-detail-tag.png allow a user to apply a general note to a call recording. The user will have 14 minutes in which to amend or delete the applied note after which the note will become a permanent record and cannot be deleted.
  5. Flag call-detail-tag.png allows a user to flag a specific call recording as an additional filtering parameter that may be applied on the Call Listing page. Flag symbols are entirely up to a company and its users’ interpretation. Any description that makes sense to the user may be assigned to each symbol. It is up to the company and users to ensure no ambiguity exists.
  6. Share call-detail-tag.png allows a user to compliantly share a call recording and the associated information regarding the call recording, to an email address, using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient. When clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can playback the call. The link only provides temporary access to listen to the call, and the user can define how long that call will be available once shared. The user can set permissions to allow the recipient to add notes to the call and notify the user if the recipient adds a note.
  7. Email call-detail-mail.png enables a user to send the call’s details via email.
  8. Download call-detail-download.png allows a user to download the call in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section. When a user clicks on the Download call-detail-download.png item, a dropdown with another download item All Media is rendered. An example of this is illustrated below.
    call-detail-image.png
    If the user then clicks on the Download item, then just the audio recording is downloaded, as described above. However, should the user click on the  All Media item, then all media associated with the call, inter alia video, screen share and audio will be downloaded. Once done, a dialog similar to that illustrated below, is displayed informing the user that the download is complete.
    call-detail-download-image-2.png
  9. Download Part call-detail-download.png allows a user to select a segment within the call and download this segment in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section.
  10. The Assigned To section displays the agent’s name the call recording is assigned to, their extension number, and email address. If the call is not a work-related call, the user may then check(tick) the Personal Call checkbox thereby marking it for exclusion from all quality assurance (QA) evaluations and reporting. The user may reassign the call recording to another agent by clicking (RE-ASSIGN). Doing so, will open a dialog pane in which the user may select the desired agent they wish to become associated with the call. Once reassigned, there will be no change to any historical records, except for the call recording the user has just reassigned. Pressing the up-arrow call-detail-arrow-up.png shrinks the Assigned To, as well as Call Info and Access Log sections. Pressing the down-arrow call-detail-arrow-down.png expands them.
  11. The Call Info section describes information regarding the call’s recording, including the caller’s phone number, call duration and whether the call was incoming or outgoing. Clicking More… will expand the panel to display a complete list of metadata. Pressing the up-arrow call-detail-arrow-up.png shrinks the Call Info, as well as Assigned To and Access Log sections. Pressing the down-arrow call-detail-arrow-down.png expands them.
  12. The Access Log section is a complete audit trail describing which users have interacted with the call’s recording, and what interaction occurred. The user’s name is displayed, as well as the date and time each user used the playback feature, made a note, shared the call, or downloaded the call. Pressing the up-arrow call-detail-arrow-up.png shrinks the Access Log, as well as Assigned To and Call Info sections. Pressing the down-arrow call-detail-arrow-down.png expands them.
  13. The Call Playback section allows a user to navigate directly to a portion of the call they would like to hear by clicking locations within the oscillogram.
  14. The recorded call’s oscillogram.
  15. The user may pause the playback or select to ‘rewind’ 15 seconds by pressing the rewind icon. The user may select the x2 icon to play the recording at twice the recorded speed.
  16. Speaker indicates when there is a change in speaker. Notice that the ‘bar’ takes on a darker color when the recording is in stereo.
  17. Single Notes allows the user to add numerous single notes pinned to a specific point in time in the call by clicking in the single notes bar. The point at which the note is added is indicated by the call detail indicated icon.
  18. The Notes Over Time section allows a user to add a note over a specific time period by clicking on the notes over time bar. The resulting icon indicating the ‘note over time’ iscall detail Over Time .
  19. The Screenshots section is where users are able to view any screenshots associated with the call.
    NOTE: Screenshots are only available with CallCabinet’s Agent Client Installation and associated licensing.
  20. The Machine Transcription section is where speech-to-text transcription will appear. Speech-to-text transcription is only available with CallCabinet’s analytics or transcription licensing. A user may search the transcript by entering the ‘text’ they would like to locate.
  21. Categories and Keywords provide the function of the call transcription to search for keywords or phrases throughout the entire call transcript. The words and phrases are then highlighted in the transcript.
    NOTE: This function requires CallCabinet’s Voice Analytics.
  22. The Call Transcription section provides a full speech-to-text transcription of the recorded (stereo) call. This area will highlight and synchronize showing the portion of the call the caller or the agent is speaking during playback. It is possible to export the transcription. NOTE: The Call Transcription function requires CallCabinet’s Voice Analytics.

NOTE: Transcription requires the extension the call accesses have the “Transcription Enabled” checkbox checked in the extension’s profile.

NOTE: PCI DSS redaction requires that the agent participating in the call has permission to do so by ensuring that the “Compliance Enabled” checkbox is checked in their profile.

NOTE: Video and Screen Share recording requires that the agent participating in the call has permission to do so by ensuring that the “Enable Screen Capture/Video” checkbox is checked under their profile.

Call details page with Quality Assurance (QA)

NOTE: In order to access the Call Details Page an Advanced User License is required.

Call details page with Quality Assurance (QA)

Figure 14 – Call Details with Quality Assurance

The numbers in the description below relate to the image in Figure 14:

  1. The Back Button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button. Doing so maintains any filters the user may have set on the Call Listings page. Using the browser’s back button will refresh the page and reset all the filters back to default.
  2. Tags call detail tag allows a user to assign custom identifiers, called call tags, to the call. Tags can be created or deleted by clicking on the Settings > Call Tags menu item.
  3. Legal Hold provides the ability to retain the call’s recording for legal or training purposes. This action will store the call’s recording and associated metadata, regardless of the system’s retention policy. The call will never be deleted while in legal hold status.
    NOTE: Retention policies can be specified by clicking on the Settings > Retention Policy menu item.
  4. Notes call detail note allow a user to apply a general note to a call recording. The user will have 14 minutes in which to amend or delete the applied note after which the note will become a permanent record and cannot be deleted.
  5. Flag call detail flag allows a user to flag a specific call recording as an additional filtering parameter that may be applied on the Call Listing page. Flag symbols are entirely up to a company and its users’ interpretation and discretion. Any description that makes sense to the user may be assigned to each symbol. It is up to the company and users to ensure no ambiguity exists.
  6. Share call detail share allows a user to compliantly share a call recording and the associated information regarding the call recording, to an email address, using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient. When clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can playback the call. The link only provides temporary access to listen to the call, and the user can define how long that call will be available once shared. The user can set permissions to allow the recipient to add notes to the call and notify the user if the recipient adds a note.
  7. Email call detail mail enables a user to send the call’s details via email.
  8. Download call detail download allows a user to download the call in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section. When a user clicks on the call detail download Download item, a dropdown with another download item call detail download All Media is rendered. An example of this is illustrated below.
    call detail download image

    If the user then clicks on the Download item, then just the audio recording is downloaded, as described above. However, should the user click on the All Media item, then all media associated with the call, inter alia video, screen share and audio will be downloaded. Once done, a dialog similar to that illustrated below, is displayed informing the user that the download is complete.
    call detail download image 2

     

  9. Download Part call detail download allows a user to select a segment within the call and download this segment in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section.
  10. The Assigned To section displays the agent’s name the call recording is assigned to, their extension number, and email address. If the call is not a work-related call, the user may then check(tick) the Personal Call checkbox thereby marking it for exclusion from all quality assurance (QA) evaluations and reporting. The user may reassign the call recording to another agent by clicking (RE-ASSIGN). Doing so, will open a dialog pane in which the user may select the desired agent they wish to become associated with the call. Once reassigned, there will be no change to any historical records except for the call recording the user has just reassigned. Pressing the up-arrow call-detail-arrow-up.png shrinks the Assigned To, as well as Call Info and Access Log sections. Pressing the down-arrow call detail arrow down expands them.
  11. The Call Info section describes information regarding the call’s recording, including the caller’s phone number, call duration and whether the call was incoming or outgoing. Clicking More… will expand the panel to display a complete list of metadata. Pressing the up-arrow call detail arrow up shrinks the Call Info, as well as Assigned To and Access Log sections. Press the down-arrow call detail arrow down to expand them again.
  12. The Access Log section is a complete audit trail describing which users have interacted with the call’s recording, and what interaction occurred. The user’s name is displayed, as well as the date and time each user used the playback feature, made a note, shared the call, or downloaded the call. Pressing the up-arrow shrinks the Access Log, as well as Assigned To and Call Info sections. Pressing the down-arrow expands them.
  13. The Call Playback section allows a user to navigate directly to a portion of the call they would like to hear by clicking locations within the oscillogram.
  14. The recorded call’s oscillogram.
  15. The user may pause the playback or select to ‘rewind’ 15 seconds by pressing the rewind icon. The user may select the x2 icon to play the recording at twice the recorded speed.
  16. Speaker indicates when there is a change in speaker. Notice that the ‘bar’ takes on a darker color when the recording is in stereo.
  17. Single Notes allows the user to add numerous single notes pinned to a specific point in time in the call by clicking in the single notes bar. The point at which the note is added is indicated by the icon.
  18. The Screenshots section is where users are able to view any screenshots associated with the call.
    NOTE: Screenshots are only available with CallCabinet’s Agent Client Installation and associated licensing.
  19. The Quality Assurance section allows the user to perform a quality assurance evaluation whilst listening to the call. Quality Assurance evaluations are created under QA Scorecards in the Main Menu. Quality Assurance evaluations are only available with CallCabinet’s Quality Assurance licensing.

Call details page with Video and Share screen

NOTE: If the user is a Storage Plan customer, then in order to access the Call Details Page an Advanced User License is required. This is not the case for a Per Seat customer.

Figure 15 - Call Details with Video and Share Screen

Figure 15 – Call Details with Video and Share Screen

The numbers in the description below relate to the image in Figure 15:

  1. The Back Button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button. Doing so maintains any filters the user may have set on the Call Listings page. Using the browser’s back button will refresh the page and reset all the filters back to default.
  2. Tag call detail tag allows a user to assign custom identifiers, called call tags, to the call. Tags can be created or deleted by clicking on the Settings > Call Tags menu item.
  3. Legal Hold provides the ability to retain the call’s recording for legal or training purposes. This action will store the call’s recording and associated metadata, regardless of the system’s retention policy. The call will never be deleted while in legal hold status.
    NOTE: Retention policies can be specified by clicking on the Settings > Retention Policy menu item.
  4. Notes call detail note allow a user to apply a general note to a call recording. The user will have 14 minutes in which to amend or delete the applied note after which the note will become a permanent record and cannot be deleted.
  5. Flag call detail flag allows a user to flag a specific call recording as an additional filtering parameter that may be applied on the Call Listing page. Flag symbols are entirely up to a company and its users’ interpretation and discretion. Any description that makes sense to the user may be assigned to each symbol. It is up to the company and users to ensure no ambiguity exists.
  6. Share call detail share allows a user to compliantly share a call recording and the associated information regarding the call recording, to an email address, using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient. When clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can playback the call. The link only provides temporary access to listen to the call, and the user can define how long that call will be available once shared. The user can set permissions to allow the recipient to add notes to the call and notify the user if the recipient adds a note.
  7. Email call detail mail enables a user to send the call’s details via email.
  8. Download call detail download allows a user to download the call in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section. When a user clicks on the Download call detail download item, a dropdown with another download item call detail download All Media is rendered. An example of this is illustrated below.
    call detail download image
    If the user then clicks on the Download item, then just the audio recording is downloaded, as described above. However, should the user click on the All Media item, then all media associated with the call, inter alia video, screen share and audio will be downloaded. Once done, a dialog similar to that illustrated below, is displayed informing the user that the download is complete.call detail download image 2
  9. Download Part call detail download allows a user to select a segment within the call and download this segment in a non-encrypted audio format. The user may config which file format they would prefer by clicking on the Settings > General Settings menu item and viewing the Company Settings -> Select Download Format section
  10. The Assigned To section displays the agent’s name the call recording is assigned to, their extension number, and email address. If the call is not a work-related call, the user may then check(tick) the Personal Call checkbox thereby marking it for exclusion from all quality assurance (QA) evaluations and reporting. The user may reassign the call recording to another agent by clicking (RE-ASSIGN). Doing so, will open a dialog pane in which the user may select the desired agent they wish to become associated with the call. Once reassigned, there will be no change to any historical records except for the call recording the user has just reassigned. Pressing the up-arrow call detail arrow up shrinks the Assigned To, as well as Call Info and Access Log sections. Pressing the down-arrow call detail arrow down expands them.
  11. The Call Info section describes information regarding the call’s recording, including the caller’s phone number, call duration and whether the call was incoming or outgoing. Clicking More… will expand the panel to display a complete list of metadata. Pressing the up-arrow call detail arrow up shrinks the Call Info, as well as Assigned To and Access Log sections. Pressing the down-arrow call detail arrow down expands them.
  12. The Access Log section is a complete audit trail describing which users have interacted with the call’s recording, and what interaction occurred. The user’s name is displayed, as well as the date and time each user used the playback feature, made a note, shared the call, or downloaded the call. Pressing the up-arrow call detail arrow up shrinks the Access Log, as well as Assigned To and Call Info sections. Pressing the down-arrow call detail arrow down expands them.
  13. The Call Playback section allows a user to navigate directly to a portion of the call they would like to hear by clicking locations within the oscillogram.
  14. The recorded call’s oscillogram.
  15. The user may pause the playback or select to ‘rewind’ 15 seconds by pressing the rewind icon. The user may select the x2 icon to play the recording at twice the recorded speed.
  16. Shows an example of PCI DSS Redaction of personal and private information within the call’s oscillogram. This is where an agent received sensitive client information that has been redacted. It will not be available in the call’s playback. PCI DSS Compliance Redaction is used for personal Information such as Credit Cards, Social Security Numbers, etc. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  17. Speaker indicates when there is a change in speaker. Notice that the ‘bar’ takes on a darker color.
  18. Single Notes allows the user to add numerous single notes pinned to a specific point in time in the call by clicking in the single notes bar. The point at which the note is added is indicated by the call detail indicated icon.
  19. The Notes Over Time section allows a user to add a note over a specific time period by clicking on the notes over time bar. The resulting icon indicating the ‘note over time’ is call detail Over Time.
  20. The Screenshots section is where users are able to view any screenshots associated with the call.
    NOTE: Screenshots are only available with CallCabinet’s Agent Client Installation and associated licensing.
  21. The Screenshots display area is where a user may view and enlarge screenshots accordingly. A user would double-click the screenshot block below the call player to enlarge it.
  22. The Video and Screen Share recording section allows users to view and enlarge video recordings and screen share recordings from multiple participants in an online meeting. Each participant will be displayed on a separate row beneath the call player. The yellow/grey line indicates video recording, and the blue line indicates screen share recording per participant. A user may double click the video or screen share block below the call player to enlarge it.

NOTE: Transcription requires the extension the call accesses have the “Transcription Enabled” checkbox checked in the extension’s profile.

NOTE: PCI DSS redaction requires that the agent participating in the call has permission to do so by ensuring that the “Compliance Enabled” checkbox is checked in their profile.

NOTE: Video and Screen Share recording requires that the agent participating in the call has permission to do so by ensuring that the “Enable Screen Capture/Video” checkbox is checked under their profile.

Reporting

The Reporting Page is where a user generates reports. Calls included in the reports are only the calls that have been recorded.

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is required to access the Reporting Page.

Figure 16 – Reporting Default Page

The numbers in the discussion below relate to the image in Figure 16:

  1. The Calls Summary section displays the number or percentage of calls this week, this month and the total number of recorded calls to date.
  2. The Calls Volume section displays the call volume over the past six months.
  3. The Saved Reports section lists any previously saved reports. When generating a report, users have the option to save the report. Once saved, it will appear here. This is a convenient feature. If a user is going to continually generate a report based on the same parameters each time, they may then create their own template based on one of the five reports. All the user needs to do is press on the report template’s name, and the required report will be generated.
  4. The Create New Report section allows a user to select which type of report they want to create.
  5. A Call Duration Report allows a user to pull data associated with call durations. For example, if the user wishes to evaluate how much time agents are spending on calls daily, the user would pull a Call Duration Report using the criteria: by agent, by day.
  6. A Call Volume Report pulls data associated with call volumes. For example, if the user wishes to evaluate how many incoming calls occurred on a particular extension each day, the user would pull a Call Volume Report using the criteria: extension by day.
  7. An Evaluation Counts Report allows a user to generate reports based on quality assurance evaluations. Quality assurance evaluation reporting is only possible with CallCabinet’s Quality Assurance license.
  8. An Evaluation Scores Report will pull reports based on quality assurance evaluation scores. Quality assurance evaluation reporting is only possible with CallCabinet’s Quality Assurance license.
  9. A Speech Analytics Report will create reports based on call insights, such as call sentiment. Speech Analytics Reporting is only possible with CallCabinet’s Analytics license.

Generating a Report

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is required to access the Reporting Page.

Figure 17 - Creating a New Report

Figure 17 – Creating a New Report

The main reporting page presents the user with the reports that may be generated. This is illustrated in Figure 17. Once a user has selected the type of report they would like to view, the user is then required to define the report criteria. For example, if a user is pulling a call duration report, the first input criteria would be to ask: how does the user want to evaluate their call duration? By day, by day of the month, by month, by month of year, by agent by day, by agent by day of the month, by agent by month, by agent by month of year, by extension by day, by extension by day of the month, by extension by month, by extension by month of year.

Figure 18 - Select Report Period

Figure 18 – Select Report Period

Once the user has defined the initial criteria, the select report field will become visible, prompting the user to select a time period for the report: all dates, custom dates, today, yesterday, this week and last week, this month to date, last month, this year, this year to date and last year, as illustrated in Figure 18.

Figure 19 – Report Infographic

Figure 20 - Select Agents and Extensions

Figure 20 – Select Agents and Extensions

After selecting the initial report criteria and defined time period, the user will be prompted to select which agents and/or extensions they would like to include in the report. This is illustrated in Figure 20.

A generated report will display information in both an infographic and a data table format, both of which can be downloaded or exported directly to the user’s desktop. Figure 19 is an example of a report infographic. Depending on the user’s preference, the report can be displayed in either a bar graph or line chart.

As already mentioned, depending upon the type of report a user chooses, the user will have different options on how to view the data. For instance, Bar Graphs, Pie Charts, Line Charts as well as average scoring on the X or Y axes. The user may also reverse the axes to change the horizontal and vertical descriptions. Figure 21 is an example of a data table report which can be exported to Excel by clicking on the excel icon pointed to by 1 in the top left-hand corner of the table in Figure 21.

CallCabinet-Figure-21–Report-Data-Table

Figure 21 – Report Data Table

Conversation Analytics

Data analytics is the process of analyzing raw data in order to draw out meaningful and actionable insights. At CallCabinet we use the term Conversation Analytics. The Conversation Analytics page is an analytics dashboard reflecting voice data intelligence, which is part of CallCabinet’s Standard Analytics. CallCabinet’s Advanced Analytics may include up to 4 additional conversation data sources. These include automatic notifications, email, social media, and chat, to accelerate and precisely target a user’s specific business insights derived from captured voice data. The Advanced Analytics also provides a customer with the functionality to customize their dashboards to meet their business requirements.

NOTE: Each Analytics package has its own license with bundled call recording, PCI-DSS, etc.

Figure 22 - Standard Call Analytics

Figure 22 – Standard Call Analytics

When a user clicks on the Conversation Analytics menu icon a page similar to that rendered in Figure 22 is displayed. This is an example of the CallCabinet’s standard analytics package which analyzes voice only. The dashboards are fixed and non-customizable. There are several dashboards the user may view, apart from the default one illustrated in Figure 22. These different dashboards and their related widgets (tiles) are selectable from a dropdown menu as discussed below.

The numbers in the discussion below relate to the image in Figure 22 and reflect the default dashboard on the home page;

  1. The Conversation Analytics page banner.
  2. The Conversation Analytics dashboard widgets (tiles) details panel. The widgets displayed depend on the Analytic Item the user selects from the dropdown discussed in item 4 below and illustrated in Figure 23. The screenshots illustrated in this document relate to the default Conversation Analytics page rendered. The user is encouraged to view the other dashboards available from the menu in Figure 23.
  3. The home button, which when clicked, will return the user to the Conversation Analytics home page.
  4. A drop-down menu appears when clicked. This is illustrated in Figure 23 and the items are fixed in the standard package. Clicking on any of the items will present the user with a dashboard containing analytic data relating to the menu item selected. This is discussed in more detail shortly.
  5. Clicking this will allow a user to filter the data according to selected parameters. This filter panel is illustrated in Figure 23.
  6. The title of the page the user is currently viewing.
  7. The date range of the data used in the analytics.
  8. A point-to-point graph displaying analytics based on the selected option from the menu in Figure 23 and the item selected in the widget’s dropdown. An example of this is illustrated in the image below. Incidentally, as Call Volume Analytics is selected, which is the default, the drop down illustrated relates to Call Volume. It is axiomatic that the contents of this dropdown will change, depending on the item selected in Figure 23.
  9. A bar graph providing further analytic insight on the analytic option selected in the dropdown illustrated in bullet item 8, above.
Call volume
  1. A search facility allowing for the user to search for calls based on entered data. The result of the search is displayed in the data table illustrated by 12 in Figure 22.
  2. A Doughnut graph visually displaying the number of incoming and outgoing calls generated during the selected date period. The format of this is fixed.
  3. By default, all the calls that occurred during the date period selected are displayed in the call data table. Should a search be made, then the results of the search will be displayed in the call data table.
Figure 23 - Analytics Menu

Figure 23 – Analytics Menu

Figure 24 - Analytics Filter Menu

Figure 24 – Analytics Filter Menu

Of the numerous built-in features in CallCabinet’s Conversation Analytics one is a generative AI engine. Using this feature can save time and gain non-biased results. With the facility to choose predefined questions from a dropdown list and permitting a user to enter custom queries, call data may be interrogated using AI. Examples of using this feature are, inter alia, summarizing a conversation, checking for specific activities, and identifying commonalities. Should the user require it, the results of a query may very easily be exported. A screenshot of this feature, where a request was made to summarize a conversation using CallCabinet’s generative AI engine is illustrated in Figure 25. To access this feature, select the ‘Chat With Your Data’ item found in the menu illustrated in Figure 23.

NOTE: After approximately a 45 minutes period the Conversation Analytics page will be automatically reloaded. When this occurs, the user is redirected to the home page similar to the one illustrated in Figure 22.

Figure 25 - Chatting with your data using AI

Figure 25 – Chatting with your data using AI

Security Log

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Security Log Page.

Figure 26 - Security Log

Figure 26 – Security Log

The Security Log Page displays information regarding all changes made to the system, including access and playback details. The data table will show the current logged-in user the Date and Time, Log Type, User’s Name, and Details of each security and playback event within CallCabinet. A user may add or delete these columns by clicking on Edit columns highlighted by 2 in Figure 26. Incidentally, these four columns are the only columns available for viewing on the Security Log page. Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Should the user hover over the green text, indicated by 3 in Figure 26, a dialog box appears displaying verbose information about that particular call.

NOTE: Clicking the Excel excel icon icon, highlighted by 1 in Figure 26 will result in the exporting of all the current displayed page’s data.

Heartbeats

Heartbeats are a visual indication of the health of the system. Essentially this provides information about when last the Agent Client or Desktop Recorder installs responded.

Client Heartbeats

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Client Heartbeats Page.

CallCabinet-Figure-27-Client-Heartbeats

Figure 27 – Client Heartbeats

The Client Heartbeats page allows the user to evaluate the number of CallCabinet Agent Client as well as Desktop Recorder installs, as illustrated in Figure 27 by the numbers 1 and 2 respectively, as well as which sites and IP addresses are actively using these features. If the site is online then the background color is white, as illustrated by number 3 in Figure 27. Should the site be offline for more than 60 minutes then the background color is ‘purplish’, as illustrated by number 4 in Figure 27. By looking at the Last Heartbeat column the user can determine the last time communication occurred with the install. Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Should the user click the magnifier icon, illustrated by item 5 and 6, a pie chart graphic is rendered displaying which versions of the CallCabinet Desktop Client and Desktop Recorder, respectively your agents are running. An example of this is illustrated in Figure 28.

CallCabinet-Figure-28 -Desktop-and-Recorder-Versions

Figure 28 – Desktop and Recorder Versions

Clicking on the magnifier returns the user to the view illustrated in Figure 27

Client Heartbeat is the signaling the Screen Recorder (Client) will send to the Customer’s account on CallCabinet. The Client Heartbeat will send a report, by default, every 5 min. The Client’s report includes the last contact with the ScreenRecorderClient/ScreenshotRecorderClient and the following information:

  • WindowsUserName
  • Version of the Installed Software
  • Type of Recorder.
  • Public IP Address where the Client is installed.

Server Heartbeats

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Client Heartbeats Page.

CallCabinet-Figure-29-Server-Heartbeats

Figure 29 – Server Heartbeats

The Server Heartbeats section, example of which is illustrated in Figure 29, is rendered when the user clicks on the Server Heartbeats button, which details the health of the connection between CallCabinet and the storage server(s) by monitoring, per site, the last contact with the server, and any possible errors. By looking at the Last Heartbeat column the user can determine the last time communication occurred with the install. Each column in the grid can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

When a user double-clicks on a row within the data table, then a Customer Details dialog box is rendered displaying the selected customer’s unique Customer ID, Site ID and IP Address. This is illustrated in Figure 30.

CallCabinet-Figure-30-Servers-Client-Information

Figure 30 – Server’s Client Information

By a user clicking on the Show Detailed Heartbeats check box in the lower left-hand side, beneath the data table, in the screen as shown in Figure 29, then a detailed screen is displayed, similar to that in Figure 32.

CallCabinet-Figure 32-Detailed-Heartbeats

Figure 32 – Detailed Heartbeats

If the user wishes to request a detailed log, they would click on the log icon Log-icon indicated by 1 in Figure 32, which results in a dialog confirming whether this action should be fulfilled. This is illustrated in Figure 31. Should the user want to delete Trash-icon an entry, they would click on 2. Finally, if the user would like to return to the Client Heartbeat page, they would click on the Client Heartbeats button indicated by 3. Incidentally, the requesting for a log and deleting an item is the same process in the ‘less detailed screen’, Figure 29.

CallCabinet-Figure-31-Heartbeat-Log-Request

Figure 31 – Heartbeat Log Request

The Server Heartbeat is the signaling the Recorder Server will send to the Customer’s account on CallCabinet. The Server’s Heartbeats will send a report, by default, every 5 min. The Server’s report includes the last contact with the Server as well as the following information;

  • Total Audio Files.
  • Total Upload Retries on a Failure.
  • Total Pending to Process Recordings.
  • Total Encrypted Audio Files.
  • Total Uploaded recordings.
  • Total Processing ERROR.
  • Total Consumed Drive Space.

QA Dashboard

CallCabinet-Figure-33-QA-Dashboard

Figure 33 – QA Dashboard

NOTE: A Quality Assurance Supervisor License, Quality Assurance Analyst License or Quality Assurance Admin License is required to access the QA Dashboard Page.

The Quality Assurance (QA) Dashboard permits a quality assurance licensed user an overview of the quality assurance scores and is the launch point for the CallCabinet QA Randomizer.

The numbers in the discussion below relate to the image in Figure 33:

  1. QAs Completed presents the logged in user with a graphical overview of the number of quality assurance sessions completed. The data displayed is dynamically updated, based on the number of QA sessions completed within the selected date range (see item 3 below).
  2. QAs Score Averages presents the logged in user with a graphical overview of completed quality assurance session scores. The data displayed is dynamically updated, based on the score averages within the selected date range (see item 3 below).
  3. The Date Range drop-down menu allows users to choose a date range for the dashboard QA graphs. The user can select between the last 6 months, 4 weeks or 14 days.
  4. Filters allow a user to filter the calls they will be scoring using the QA randomizer. Any languages or agent groups the user created (see Settings > Agent Groups) will appear in the dropdown menus. Selecting a filter from the menus narrows the focus of the QA randomizer.
  5. Clicking Clear will clear all the filters the user has set and returning them to the default settings.
  6. Clicking on the Begin Quality Assurance button will launch the QA randomizer. This will result in a call being randomly selected to score. Should none of the parameters under Settings > QA Randomizer be applied, then the randomly selected call will fall within the attributes of the parameter(s).  NOTE:  The user will be required to set basic parameters such as; the percentage of incoming and outgoing calls to include in the QA Randomizer before it can be invoked.
  7. The QA Data Table displays key information about completed quality assurance sessions. The user can sort any of these columns by clicking on the column’s name. The user can filter by clicking the funnel  icon the Evaluation Form used to score the Call, the Agent, the Call Date, the QA Date, the Score, which is the score of the call itself, the Nom Score, which is the score the agent would have achieved was it not for section fails or total fails in the Evaluation Form.
  8. Ticking the Show Call ID check box will activate a hidden column on the page which will display the call’s Unique Call ID.
  9. The Show QAs completed by drop-down permits a user to determine, from the dropdown menu, which calls are displayed in the QA Data Table by selecting which QA Admin’s evaluations they would like to see.
  10. A user is able to see the score an agent achieved for the evaluation against a particular call by going to the Score The percentage achieved for the evaluation is displayed.
  11. If the user would like to know more about a particular call, they may click on the details icon, which will result in the call details page being rendered for that call.
  12. The Items Per Page drop-down allows a user to change the number of items returned on each page. The range is from 10 – 2000.
  13. Clicking the Excel excel icon icon will result in the exporting of all the current displayed page’s data.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

QA Scorecards

NOTE: A Quality Assurance Admin License is needed to access the QA Scorecards Page.

CallCabinet-Figure-34-QA-Scorecard

Figure 34 – QA Scorecard

The QA Scorecards Page permits a user with a quality assurance license to create, edit and delete quality assurance evaluation forms.  The Scorecard is for a manual QA process. Some customers do not want to pay for analytics and automatic QA. They are happy with sampling a few calls to assess whether the agents are performing to the standards required by the company. In order to perform QA, an evaluation form must have been created which will contain a series of questions that a supervisor will use when reviewing an agent’s call with a customer, thereby determining whether the agent did a good job, needs some further guidance or training.

As a hint, when creating an evaluation form it is advisable that the user has a clear understanding of the questions that are to be asked, the section they belong to as well as the flow of the questions, depending upon the answer. There are no default forms. The customer themselves must create their own evaluation forms, creating questions appropriate for their business. Once a form is created it is stored and may be used as many times as required. A form may be edited, should the need arise.

  1. Clicking on the Create New Evaluation Form button illustrated by 1 in Figure 34 will open up a blank canvas on which the logged in user, with the requisite authority may create a new evaluation form An example of the screen that could be rendered when clicking on 1 in Figure 34 is illustrated in Figure 35.The discussion following relates to Figure 35. A question may now be added to the form by clicking on Add Question button indicated by 1, which will result in a question dialog appearing, indicated by 2. Each time the Add Question button is clicked a new question dialog will appear on the form. To remove a question dialog, the user will click on Remove Question, indicated by 10. A message appears requesting the user to click on the question dialog that is to be removed. The user then clicks on the question, which is then removed. To reverse any editing decision, a user may click on the Undo button, indicated by 11.

    The user may now enter a question in the question dialog, indicated by 3. A hint for the question, providing more information about the question for the supervisor who will be conducting the evaluation may be included by the user in the question dialog. This hint is entered in the block illustrated by 4. Questions may be allocated to sections. The section type can be selected from a dropdown as illustrated by 5. Finally, the answer and the score associated with the answer is to be provided. To add the different answers that would be acceptable for the question, the user would press the + icon as illustrated by 6. Each click will add a new answer response as illustrated by 7. To remove an answer the user may click on the x associated with that answer. If the answer is correct, then a maximum mark should be provided, in the example 100 is allocated. If the agent did not perform what the question asks, they then fail with a minimum mark, and given the mark 0 in the example. If the agent performed fairly, then an average mark may be allocated, which was given a value of 50 in the example. All the marks achieved by the agent by the end of the evaluation is the sum of their performance of each question.

    In order for a supervisor to know which question to proceed to next, each question dialog is linked to another question dialog, as indicated by 8, via joining together the ‘bubbles’ of each question. There is no limit to the number of questions and link paths. As more question dialogs and links are added, an elevated view known as a Navigation displays the complete evaluation form being created. This is illustrated by 9.

    Once the user has completed the evaluation form, it must be saved before it can be used in an evaluation. This is done by clicking on the Save and Exit button indicated by 12. NOTE:  Should one or more question dialogs not be linked, the form will not be able to be saved until the evaluation form is complete. To make a copy of the evaluation form, the user may click on the Save As button as illustrated by 13, and save the evaluation form under a new name. To exit without saving the user may click on the Exit button as illustrated by 14. The user is warned whether they would like to save any changes before finally exiting, in case the user clicked the button in error.

CallCabinet-Figure-35-Creating-a-New-Evaluation-Form

Figure 35 – Creating a New Evaluation Form

  1. The Available Forms section illustrated by 2 in Figure 34 displays the saved evaluation forms. By clicking on the name of a form, a form editor page is rendered. In this screen the user can edit and update the form accordingly. An example of the screen that will be rendered when clicking on a form’s name is illustrated in Figure 36.

Clicking on the trash Trash-icon icon will delete the evaluation form.

CallCabinet-Figure-36-Editing-an-Evaluation-Form

Figure 36 – Editing an Evaluation Form

The numbers below relate to the image in Figure 36:

  1. Clicking on these buttons will allow a user to Add Question, Remove Question, Undo, Save and Exit, Save As, or Exit the screen. See the discussion under Create New Evaluation Form on page 43 for more information.
  2. This area allows the user, with the requisite authority to create, edit and delete questions for the QA evaluation forma supervisor may use. Clicking the X button results in the deletion of an answer. Answer types include Point Value, N/A, Section Failure and Total Failure. The user designs the ‘question path’ by linking one question to another. It could be useful to add hints for each question in case the supervisor performing the QA is unsure of the question and its purpose. The Navigation window allows the user to get an overview of the form being created or edited.

Settings

When clicking on the settings item in the menu, a submenu is revealed. Each of these submenu items are discussed in detail in the following sections.

NOTE: An Admin User Role or Super Admin User Role is required to access the various Settings pages.

General Settings

NOTE: An Admin User Role or Super Admin User Role is required to access the General page.

CallCabinet-Figure-37-General-Settings

Figure 37 – General Settings

The General Settings page allows Admin and Super Admin users to manage the overall settings that govern the entirety of CallCabinet for your organization. Settings that are changed here will be reflected for all users regardless of user role or licensing permissions.

Company Information

This section is indicated by 1 in the screen image illustrated in Figure 37 . The purpose of each field is:

  • Company Email: The email address associated with your organization’s CallCabinet account.
  • Company Address: The physical location of your organization.
  • Company City: The city in which your organization is located.
  • Company State: The state in which your organization is located.
  • Company ZIP: ZIP Code of the location of your organization.
  • Company Phone No: The phone number associated with your organization’s CallCabinet account.

If a user makes changes to any of these fields, the Save Information button is automatically enabled allowing the user to click it and save them.

Company Settings

This section is indicated by 2 in the screen image illustrated in Figure 37. The purpose of each field is:

  • Company URL: is the unique URL that was created for your organization’s access to CallCabinet, for example, https://wayneenterprises.callcabinet.com.
  • Send Weekly Email: refers to the weekly storage email updates. By ticking the checkbox in an email being sent to the email address specified each week.
  • WIN Authorized Endpoint: permits the admin to select, via the drop-down menuwhether single sign-on (SSO) is through Azure B2C IDP, Live, NTLM or Office 365.
  • Select Download Format: selects the audio format an audio file will be downloaded as. The required option is selected from the drop-down menu. The user may choose between an MP3, PCM WAV or the original audio file format. The required option is selected from the drop-down menus.
  • Company Date Format: determines the date and time formats (and durations) are to be displayed in CallCabinet.
  • Export Date Format: determines the date display format in the exported data files. The required option is selected from the drop-down menu. The current options are MinutesSeconds or TotalSeconds.
  • Storage Location: refers to where your data is stored. It will always be set to default.
    NOTE:  Please contact your service provider should you need to change or update your storage location.
  • Azure SSO Claim for email: The field in the Azure Active Directory Claimthat contains the email of the user. If left blank it will assume the field name “email” which is the typical field used. However, if your implementation in Azure AD uses a different field it can be specified here.
    NOTE:  This field should not be changed unless you experience an issue with SSO login and only after consultation with CallCabinet Technical Support.
  • Include Download Name in Excel Export: Ticking this checkbox will result in the download name being included when an Excel file is exported.

If a user makes changes to any of these fields, the Save Settings button is automatically enabled allowing the user to click it and save them.

Security Settings

This section is indicated by 3 in the screen image illustrated in Figure 37. The purpose of each field is:

  • Two Factor Authentication: This determines the multi-factor authentication option. By clicking on the dropdown, currently three options are available to the user; App MFA, which is recommended, Email MFA or No MFA.
  • Disable Classic Login: By ticking this checkbox, a user will not be able to log in using their email address and a password. It however allows for single sign-on (SSO) using Gmail, Google Apps, Windows Azure, or Okta username that matches the user’s specified email address in CallCabinet.
  • Download Calls: By ticking this checkbox, a user with the requisite licensing will be able to download call recordings from the Call Listing and Call Details
  • Email Calls: By ticking this checkbox, users with the requisite licensing will be able to email the call ID and other metadata directly from the Call Listing and Call Details
    NOTE:  Download Calls, Email Calls and Share Downloadable Call features may result in a compliance violation depending on the regulations governing your industry and your organization. Check with your Compliance Officer or legal department about your specific security needs before using these features.
  • Be Idle For: Defines, in minutes, how long a user, who is logged into CallCabinet, may be inactive for on a screen. Once the time limit has expired the user will be automatically logged out of CallCabinet. The reason for this is security.
  • Share Calls: By ticking this checkbox, users with the requisite licensing will be able to compliantly share a call recording and selected metadata from the Call Listing and Call Details

If a user makes changes to any of these fields, the Save Security Settings button is automatically enabled allowing the user to click it to save them.

Compliant Call Share Settings

This section is indicated by 4 in the screen image illustrated in Figure 37. The purpose of each field is:

  • Share for a Maximum of: allows a user to define how long the complaint call share link is accessible to the recipient. Clicking on the dropdown exposes the options. Currently the time restraints are predefined as: one hour, one day, one week, one month, two months and unlimited.
  • Use OTP for Shares: By ticking this checkbox a two-step authentication process is activated for the recipient receiving a compliant call share email. When the recipient clicks on the link in the compliant call share email, a second email is sent to the recipient containing an OTP (One Time Password) that they will be required to input before they can access the compliantly shared call recording. This feature provides a user with an additional layer of security as well as a compliance share log in the audit trail to log the recipient’s receipt of the call recording.
  • Share General Notes: By ticking this checkbox, a user with the requisite licensing will be able to share general notes along with the recorded audio when using the compliant call sharing feature.
  • Share Time-based noteswhen Sharing Calls: By ticking this checkbox, the user with the requisite licensing will be able to share time-based notes along with the recorded audio when using the compliant call sharing feature.
  • Share Point In Time Noteswhen Sharing Calls: By ticking this checkbox, a user with the requisite licensing will be able to share point-in-time notes along with the recorded audio using the compliant call sharing feature.
  • Share Screenshot when Sharing Calls: By ticking this checkbox, a user with the requisite licensing will be able to share agent screenshotsalong with the recorded audio using the compliant call sharing feature.
  • Share Extensions when Sharing Calls: By ticking this checkbox, a user with the requisite licensing will be able to share extension information along with the recorded audio when using the compliant call sharing feature.
  • Share Transcription when Sharing Calls: By ticking this checkbox, a user with the requisite licensing will be able to share the speech-to-text transcription along with the recorded audio using the compliant call sharing feature.
  • Share Downloadable Call: By ticking this checkbox, a user with the requisite licensing will be able to share a downloadable copy of the recorded audio when using the compliant call sharing feature.
    NOTE:  Download Calls, Email Calls and Share Downloadable Call features may result in a compliance violation depending on the regulations governing your industry and your organization. Check with your Compliance Officer or legal department about your specific security needs before using these features.
    NOTE:  CallCabinet DOES NOT recommend checking the Share Downloadable Call checkbox to ensure that your compliant call share feature is fully compliant.
  • Share Call with permission to Add Note: By ticking this checkbox, a user with the requisite licensing will be able to grant permission to the recipient to add a note to the call share. Incidentally, when the recipient does add a note, the user that sent the call to the recipient will receive an email alerting the user to the fact that a recipient added a note to the call.

If a user makes changes to any of these fields, the Save Share Settings button is automatically enabled allowing the user to click it to save them.

Quality Assurance Settings

This section is indicated by 5 in the screen image illustrated in Figure 37. The purpose of each field is:

  • Email Agent on Eval: Ticking this checkbox allows a QA user to email the Agent the report after completing a QA Evaluation.
  • QA Email Message: A user is able to enter a message which will be included in the email to the Agent if Email Agent on Eval option has been enabled (ticked).
  • Email Manager on Completed QA: Ticking this checkbox allows a QA evaluator to automatically email the complete evaluation and the results to the agent’s specified manager. Managers can be specified per agent on the Agent Management page by clicking on the Settings > Agent Management menu item.
  • Don’t Grey out QA Questions: Ticking this checkbox will not grey out QA questions as they are completed during the evaluation.
  • Show Completion Percentage: Ticking this checkbox allows for the displaying of both the running score and the percentage of progress through the QA evaluation. If unchecked, only the running score will be shown while progressing through a QA evaluation.
  • Show Running Score: Ticking this checkbox allows for the displaying of both the running score and the percentage of progress through the QA evaluation. If unchecked, only the progress percentage will be displayed while progressing through a QA evaluation.
  • Include Screenshots in QA Completed Email: Ticking this checkbox results in any screenshots being included in the email sent to the agent’s specified manager mentioned above.

If a user makes changes to any of these fields, the Save QA Settings button is automatically enabled allowing the user to click it to save them.

User Management

NOTE: An Admin User Role, Super Admin User Role, or a user that has been assigned a Custom User Role that has permission to access the Settings and User Management page, is required to access the Settings pages.

CallCabinet-Figure 38-User-Management

Figure 38 – User Management

The User Management page allows a user with Admin rights to add, edit and delete users.
NOTE: Users are individuals who have login access to the CallCabinet Cloud to review call recordings.

The numbers in the discussion below relate to the screen image illustrated in Figure 38:

  1. Add New User: Clicking on this button will open a dialog box allowing the current logged in user to add a new user. An example of this dialog is illustrated in Figure 39. To create a new user, the current logged in user will be required to input the new user’s Email, assign the relevant User Role selectable by a drop-down menu, assign the relevant License selectable by a drop-down menu, First Name, Last Name, Phone Number, Date Format, Notes and a Windows User Name, if required. When adding a new user, Admins may define whether the user should use SSO (Single Sign-on). If Two Factor Authentication for login is required, check this box. Two Factor Authentication multi-factor authentication options may be selected by clicking on the dropdown, currently three options are available to the user; App MFA, which is recommended, Email MFA or No MFA.
  2. Users may be imported by bulk. Clicking on Import Users results in a dialog box being opened where the current logged in user may import the users. The user may download a template, complete the required fields and upload the template to perform a bulk import of user information. An example of the dialog rendered is illustrated in Figure 40.
  3. The User License Display Area displays how many licenses are currently in use, currently provisioned and available. Please see User Roles and Licenses table below for more information.
  4. The User Data Table displays a list of current users and their associated information, such as the user’s Email, First Name, Last Name, User Role, Windows Username, QA Role and current Status.
  5. The Edit Pencil Edit-Pencil-icon icon allows a user to edit an existing user’s information and licensing.
  6. The Trash Trash-icon icon allows users to delete a user, revoking their ability to login to CallCabinet.
  7. Number of the page currently being viewed.
  8. The Items Per Page drop-down allows a user to change the number of items returned on each page. The range is from 10 – 2000.
  9. Displays the maximum number of items per page being rendered.
  10. Show Deleted Users check box, when checked, will display any previously deleted users in the user data table and allow users to reactivate the user by clicking the reactivate button.
  11. Clicking the Excel Excel-icon icon will result in the exporting of all the current displayed page’s data.
  12. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible. Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.
CallCabinet-user-guide-Figure-39-Add-A-New-User

Figure 39 – Add A New User

CallCabinet-user-guide-Figure-40-Import-Users

Figure 40 – Import Users

Custom User Roles

NOTE: Users are individuals who have login access to the CallCabinet Cloud to review call recordings.

There are five predefined, non-editable user role types. These are;

  1. A Standard User role grants access to the Call Listings Page and allows the user to filter call data and replay call recordings.
  2. An Admin User role grants access to the Call Listings Page as well as management of some of the system settings.
  3. A Super Admin role grants access to the entirety of the settings in CallCabinet and is the highest role that can be assigned.
  4. There are two types of restricted user roles.
    1. Restricted User (or Restricted Standard) role
    2. Restricted Admin role

Both roles can be restricted to Agent(s), Group(s) or Site(s). Please see the section on Restricted User Roles. A complete description of each of these five roles is described under the heading Predefined Roles and Associated Permissions.

In order to understand what permissions each of these predefined roles have been granted, the logged in user having the requisite permission will be able to view each of them. As an example, Figure 41 illustrates the permissions, and required licenses a user assigned the ‘Standard User’ role will be given.

CallCabinet-user-guide-Standard-User-Role-Screen

Figure 41 – Standard User Roles

There are two types of licenses:

  1. Advanced User License. When assigned to a User Role grants access to the Call Details Page, Reporting functionality and Analytics features. There is no limit on the number of users that may be assigned the Advanced User License, once purchased,
  2. QA License class when assigned to a user role will grant a user access to the Quality Assurance (QA) features. There are three sub-licenses associated with the QA License. These are:
    1. QA Supervisor
    2. QA Analyst
    3. QA Admin

The different permission granted by each of these licenses are illustrated in Figure 42.

​

CallCabinet-Figure-42-Quality-Assurance-License-Features

Figure 42 – Quality Assurance License Features

Over and above the predefined roles, it is possible to create a custom role. To do so, the logged in user, who must have the Admin or Super Admin role, clicks on the Add New Role, in the top right side of the screen as illustrated in Figure 41. This will result in an Add New Role dialog appearing, as illustrated in Figure 43. The user enters the new role name, Custom Role for example, and then selects Save.

CallCabinet-Figure-43-Add-New-Role-Dialog

Figure 43 – Add New Role

CallCabinet-Figure-44-Allocating-Permissions-in-a-Custom-Role

Figure 44 – Allocating Permissions in a Custom Role

NOTE:  Custom user roles are governed by licensing. For example: if the custom user role is to provide access to the QA features, a corresponding QA license is required.

The numbers in the discussion below relate to the image in Figure 44:

  1. The Role Name section lists the roles that have been created and saved.
  2. The Edit Pencil Edit-Pencil-icon icon allows the user to edit the corresponding role.
  3. The Trash Trash-icon icon allows the user to delete the role.
  4. The Permissions section allows the user to assign which CallCabinet features are required to be granted to the custom role being created or edited.
  5. Dependencies will display and automatically select CallCabinet’s features and pages dependent on one another. To see which dependency a particular permission requires, hover over ‘Has Dependencies’ that is associated with the permission required. A tooltip will render containing the dependency information for the desired permission.
  6. Clicking on Save Permissions will save any changes made to the custom role.
  7. Clicking on Add New Role will allow a user to create a new custom role, as just described.

Restricted User Roles

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

CallCabinet-Figure-45-restricted-User-Role

Figure 45 – Restricted User Roles

The Restricted User Roles page allows a user to set parameters for restriction. Once a user has created a new user under Settings > User Management and assigned this new user a restricted user role, the user will then appear here, in the restricted user roles page.

The numbers below relate to the image illustrated in Figure 45:

  1. The Data Table displays information associated with the restricted user. For instance, Email, First Name and Last Name.
  2. The Assign Agent Assign-Agent-icon icon permits the logged in user to restrict a user by agent(s). See Agent Management Page for more information.
  3. The Assign Group Assign-Group-icon icon permits the logged in user to restrict a user by agent group(s). See Agent Groups Page for more information.
  4. The Assign Site Assign-Site-icon icon permits the logged in user to restrict a user by site(s). See Site Management Page for more information
  5. The Items Per Page drop-down allows a user to change the number of items returned on each page. The range is from 10 – 2000.
  6. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Site Management

NOTE: An Admin role or Super Admin role is required to access the Settings pages.

CallCabinet-Figure-46-Site-Management

Figure 46 – Site Management

The Site Management page allows a user to create, edit and delete sites.

NOTE:  The default compliance interval for the CallCabinet Agent Client Desktop application is set per site and is managed in this page. The enable selective recording feature is also set per site and managed in this page.

The numbers in the discussion below relate to the image in Figure 46.

  1. The Customer Information section displays Customer Name and Customer ID, which are unique to the customer
  2. Clicking on the Add New Site button will open a dialog box. To add a new site, the user would complete the required fields and click save. An example of this dialog box is illustrated in Figure 50.
  3. Clicking on the Provision button on any of the third-party applications the user would like to provision will direct the user to an instruction page for that application. For instance, if the user clicked on the Provision button for Microsoft Teams button will direct the user to the CallCabinet for Microsoft Teams Installer. The user will then download the installer and follow the prompts to provision CallCabinet for Microsoft Teams. The page the user is directed to is illustrated in Figure 47 and which outlines the prerequisites for provisioning the Microsoft Teams Installer.
CallCabinet-Figure 47-Provisioning-Microsoft-Teams

Figure 47 – Provisioning Microsoft Teams

Clicking on the Provision button for Zoom will direct the user to the CallCabinet for Zoom Installer, which is illustrated in Figure 48. The user will download the installer and follow the prompts to provision CallCabinet for Zoom.

CallCabinet-Figure 48-Provisioning-Zoom

Figure 48 – Provisioning Zoom

As a final example; Clicking on the Provision button for RingCentral will direct the user to the CallCabinet for RingCentral’s Installer. The user will then download the installer and follow the prompts to provision CallCabinet for RingCentral. The page the user is directed to is illustrated in Figure 49 and which outlines the prerequisites for provisioning the RingCentral Installer.

CallCabinet-Figure 49-Provisioning-RingCentral

Figure 49 – Provisioning RingCentral

  1. The Data Table details a list of your current sites, including the unique site ID, site name, the default compliance interval and the hide unanalyzed calls feature for each site.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated site.
  3. The Trash Trash-icon icon permits the user to delete the associated site.
  4. The Items Per Page drop-down allows a user to change the number of items returned on each page. The range is from 10 – 2000.
  5. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

CallCabinet-Figure-50-Add-New-Site

Figure 50 – Add New Site

To add a new site, the user is required to enter the required information. The discussion below regarding the various fields relates to Figure 50.

  • The Upload Window Start Time and Upload Window Duration fields relate to the site-specific time period selected, defining when calls may be uploaded to CallCabinet. By default, the duration is set to zero, which means calls will upload as soon as they are processed.
  • The Foundation URL field permits the user to enter a URL specific to an onsite recorder for CallCabinet’s Foundation users with a hybrid solution (on-prem and cloud storage).
  • The Enable Selective Recording enables users to select from the following settings:
  1. a) enable recording of all currently configured extensions,
  2. b) disable all recording for currently configured extensions and
  3. c) manually choose which currently configured extensions to record.

Checking this checkbox will result in a confirmation dialog appearing that the user needs to agree to in order for selective recording to be enabled. An example of this confirmation dialog is shown in Figure 51.

The Default Compliance Interval for the CallCabinet Agent Client Desktop application is set per site and is managed here.

CallCabinet-Figure-51-Enable-Selective-Recording-Confirmation

Figure 51 – Enable Selective Recording Confirmation

Agent Management

NOTE: Agents are individuals whose calls are being recorded by CallCabinet.

Figure 52 - Agent Management

Figure 52 – Agent Management

The Agent Management page permits a user to create, bulk import, edit and delete agents as required.

The numbers in the discussion below relate to the image in Figure 52:

  1. Clicking on the Add New Agent button opens a dialog, which is illustrated and described in Figure 53.
  2. Clicking on the Import Agents button opens a dialog which permits the user to download a template, complete the required fields and upload the template to perform a bulk import of agent information. An example of the Import Agents dialog is:
Agents-Import-Dialogue
  1. The agent license display area displays how many licenses are currently in use, provisioned and available. For more information, please refer to Table 1 – Agent Licenses on page 61.
  2. The Agent Data Table details all your agent’s information, details such as the agent’s first name, last name, site and assigned agent groups.
  3. The Items per-page drop-down allows a user to change the number of items returned on each page. The range is from 10 – 10 000.
  4. The Excel excel icon icon, when clicked, will export the Agent Data Table in an xlsx file directly to the user’s desktop.
  5. The Trash Trash icon icon will delete one or more agents depending on how many you select using the bulk selector check box in the far left-hand column (indicator 12).
  6. Clicking on the Cog Cog-icon icon results in a Reassign Calls dialog appearing in which the user may bulk re-assign extensions to agents using a defined date range. An example of the Reassign Calls dialog rendered is:
Reassign-Calls-Dialogue
  1. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated site.
  3. The Trash Trash-icon icon permits the user to delete the associated site.
  4. The Bulk check(tick) box; By checking this box, all the agents are selected that appear in the Agent Data Table. Should a user want to select individual agents, then the user would check each agent’s individual checkbox associated on each line.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

AGENT LICENSES AGENT LICENSES
Recording License Refers to an agent recording license per targeted extension.
Screen Capture Licenses Refers to CallCabinet’s Agent Client Desktop Application which can take screenshots of the agent’s desktop at intervals the user specifies, whilst the agent is on an active call.
Manual PCI DSS Redaction Refers to CallCabinet’s Agent Client Desktop Application in which agents can: Begin a compliance interval, make a note, add a reference or manage email address settings.
Automatic PCI DSS Redaction Refers to CallCabinet’s Analytics licensing that utilizes Speech-to-text transcription which may be set to automatically redact personal and private information from the audio and transcription.
Speech-to-text -transcription Refers to CallCabinet’s Speech-to-Text transcription tool through CallCabinet’s Analytics Licensing.

Table 1 – Agent Licenses

CallCabinet-Figure-53-Creating-a-New-Agent

Figure 53 – Creating a New Agent

To add a new agent, the logged in user is required to enter information into the various fields as described below. This discussion relates to the image found in Figure 53

  1. The user enters the required agent information such as the agent’s First Name, Last Name, and Email address
  2. The user should select the appropriate Site Name site name from the site name drop-down menu.
  3. The user should enter the agent’s Windows Username which is to identify the windows user to whom the CallCabinet Agent Client application will be assigned.
  4. The user should then select the agent’s Supervisor, Special Email, Extensions, Groups and any notes that may be of use.
  5. Checking the Email on QC Complete check box will enable the function of emailing the agent when any of the agent’s QCs are completed.
  6. Checking the Enable “Screen Capture/Video” check box will enable screenshots on this agent’s profile using the CallCabinet Agent Client. Once checked, the user will need to set the interval between screenshots. CallCabinet recommendation is 15-second intervals.
  7. Checking the Compliance Enabled check box will enable manual compliance intervention using the CallCabinet Agent Client.

Assign Agents

CallCabinet-Figure-54-Assigning-Agents

Figure 54 – Assigning Agents

The Assign Agents page grants the admin user permission to assign agents to extensions. Each agent may be assigned an extension. The numbers in the discussion below relate to the image in Figure 54:

  1. Clicking on the Assign Extension button will open a dialog box allowing the user to associate an agent with an extension by choosing an agent and an extension from drop-down menus. An example of this dialog is illustrated below.
assign-New-Agent-Dialogue

Agents can be created by clicking on the Settings > Agent Management menu item. Extensions can be created by clicking on the Settings > Extension Management menu item.

  1. The Agent Data Table displays an agent list and their associated extensions.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit assigned extensions and agents.
  3. The Trash Trash-icon icon permits the user to delete the associated agent and extension information.
  4. The Items per-page drop-down allows a user to change the number of agents and associated extension returned on each page. The range is from 10 – 2000.
  5. The Excel excel icon icon, when clicked, will export the Agent Data Table in an xlsx file directly to the user’s desktop.
  6. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible in the Agent Data Table.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Agent Groups

CallCabinet-Figure-55-Agent-Groups

Figure 55 – Agent Groups

The Agent Groups page permits the admin user to create one or more groups to which agents may be assigned. For example, a company may want to group agents to a specific department, for instance a finance department. The user may then create the group, call it financeDepartment, and assign agents to it thereby linking them to the financeDepartment group and all functions associated with it. This group then becomes useful, for instance, in the Call Listing page where a user might decide to filter calls associated with a particular department. The user may decide that the department is the finance department and then select the group financeDepartment as the filter. Performing a search against this filter will result in a list of all calls and participating agents being returned and displayed for this group only. Groups are useful for report generation too.

The numbers in the discussion below relate to the image in Figure 55:

  1. The Add Group button will open a dialog box, in which the user may enter the name, the group and define which agents should be assigned to that group. An example of this dialog is illustrated below:
  2. The Group Data Table displays a group list of all the groups created. ​
Add-Agent-Group
  1. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated group and the agents assigned to that group.
  2. The Trash Trash-icon icon permits the user to delete the associated group.
  3. The Items per-page drop-down allows a user to change the number of groups returned on each page. The range is from 10 – 2000.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Extension Management

CallCabinet-Figure-56-Extension-Management

Figure 56 – Extension Management

The Extension Management page allows the admin user to manage extensions.

NOTE:  Speech-to-text transcription is assigned per extension and can be managed here.

The numbers in the discussion below relate to the image in Figure 56:

  1. The Add New Extension button will permit the user to add a new extension. Pressing this button will result in an Add dialog to be rendered. The user then enters information in the Extension, Site Name and assigned Agent Name fields. By checking the Transcription Enabled check box it enables speech-to-text transcription on this extension, provided the relevant licensing has been provisioned. An example of this dialog to create a new extension is illustrated below:
add-Extension-Management
  1. Clicking on the Import Extensions button opens a dialog which permits the user to download a template, complete the required fields and upload the template to perform a bulk import of extension information. An example of the Import Extensions dialog is:
extension-Import-Dialog
  1. The Extension Data Table details all the current extension information such as the Extension, the Site Name, the assigned Agent Name and whether recording and speech-to-text Transcription has been enabled on the extension.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated extension.
  3. The Trash Trash-icon icon permits the user to delete the associated extension.
  4. The Items per-page drop-down allows a user to change the number extensions returned on each page. The range is from 10 – 2000.
  5. The Excel excel icon icon, when clicked, will export the Extension Data Table in an xlsx file directly to the user’s desktop.
  6. Clicking on the Cog Cog-icon icon results in a Reassign Extension dialog appearing in which the user may re-assign an extension to an agent. An example of the Reassign Extension dialog rendered is:
extension-Reasignment
  1. The Map Extensions to Sites feature is checked when there may be duplicate extensions that need to be mapped.
  2. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible in the Extension Data Table.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Call Tags

CallCabinet-Figure-57-Call-Tags

Figure 57 – Call Tags

The Call Tags page is where the admin user is able to create, edit and delete Call Tags. Call Tags are applied to call recordings on both the Call Details and Call Listings pages. Call Tags can be used as additional filtering parameters on the Call Listings page, helping users identify specific calls based on customized and thoughtfully applied Call Tags. A tag for instance could be called “Spam”.  This tag may then be applied to a call, against which filtering may be applied.

The numbers in the discussion below relate to the image in Figure 57:

  1. Clicking on the Add a New Tag button will open an Add New Tag dialog where the user may enter the name of the new tag and click Save to save it. An example of this dialog is illustrated below:
Call-Tags-Add-Dialog
  1. The Call Tags Data Table will display any call tags users have previously created and saved.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the tag.
  3. The Trash Trash-icon icon permits the user to delete the associated tag.
  4. The Items per-page drop-down allows a user to change the number of tags returned on each page. The range is from 10 – 2000.
  5. The Show Inactive Tags checkbox, when checked, will show any inactive tags in the Call Tags Data Table.
  6. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible in the Call Tags Data Table.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

QA Randomizer

CallCabinet-Figure-58-Setting-Randomizer-Parameters

Figure 58 – Setting Randomizer Parameters

The QA Randomizer page allows the admin user to set additional controls for the QA Randomizer. The QA Randomizer tool removes the manual task of sourcing and handpicking a call for evaluation by randomly selecting a call for evaluation. The QA Randomizer is launched from the QA Dashboard page.

The numbers in the discussion below relate to the image in Figure 58:

  1. The QA Randomizer Settings section.
  2. The Internal Calls checkbox, when checked, will include internal calls in the randomizer’s selection.
  3. The Stopped Calls checkbox, when checked, will include stopped calls in the randomizer’s selection.
  4. The From Date field defines a timeframe, measured in days passed that the randomizer will include when selecting call recordings for evaluation.
  5. The Direction section allows the user to define what percentage of incoming and outgoing calls should be included in the randomized evaluation. Combined value must equal 100%.
  6. The Incoming field permits the user to enter the weighting that should be applied to incoming calls. For example; a value of 90 means 90% of the calls selected for evaluation will be incoming calls.
  7. The Outgoing field permits the user to enter the weighting that should be applied to outgoing calls. For example; a value of 10 means 10% of the calls selected for evaluation will be outgoing calls.
  8. The Agents section.
  9. The user may assign a percentage weight to agents, guiding the randomizer to include more or less of the agent’s calls. The higher the percentage the greater the chance of selection in the random selection process.
  10. The Items per-page drop-down allows a user to change the number of tags returned on each page. The range is from 10 – 2000.
  11. Any changes made on this page will result in the Save Settings button becoming enabled allowing for the user to save the changes by clicking on the button.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Retention Policy

CallCabinet-Figure-59-Retention-Policy

Figure 59 – Retention Policy

The Retention Policy page allows an admin user to define the data retention policy per site. The retention period is always in terms of days. This therefore implies that year periods must be translated into their days equivalent.
NOTE:  The minimum retention period is 180 days.
The numbers in the discussion below relate to the image in Figure 59:

  1. The Retention Policy Data Table displays a list of all current sites and their associated retention periods, measured in days. A user is able to filer this table by clicking on the relevant filter funnel CallCabinet-Filter-funnel-icon icon.
  2. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the retention policy associated with the site. The user, when editing, is able to set the number of days of retention or flag it to Never expire.
  3. The Items per-page drop-down allows a user to change the number of tags returned on each page. The range is from 10 – 2000.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Notifications

CallCabinet-Figure-60-Notifications

Figure 60 – Notifications

The Notifications page allows a user to add alerts based on custom created rules. These notifications are triggered by the Quality Assessment (QA) evaluation process.

NOTE:  An Analytics or QA License is required to activate this feature.

The numbers in the discussion below relate to the image in Figure 60:

  1. ID is the unique ID assigned by the system when a notification rule is created.
  2. Name indicates name assigned to the notification rule created by the user.
  3. Email is the email addresses where the notification will be sent should the notification rule be set to send out emails
  4. Webhook is a POST URL where notifications will be sent. The notifications will contain Notification, Called, Transcription, Application Score and NormalMetaData fields.
  5. Trigger Type determines whether a trigger occurs based on Keywords or Application based on QA. This column identifies the type of trigger created on each notification
  6. Action Type is the action that is performed for that notification rule. It can be an email or webhook.
  7. Keyword refers to the word to be used to help identify what the user is looking for. When the word is triggered all related functions on the notification page will operate on that keyword
  8. Application name refers to the Analytics application name
  9. The Application Score Operator is an inequality sign which could be > or < .
  10. Application Score is the baseline score value for the Application Score Operator.
  11. The Edit Pencil .Edit-Pencil-icon icon permits the user to edit the associated notification.
  12. The Trash Trash-icon icon permits the user to delete the associated notification.
  13. The Items per-page drop-down allows a user to change the number of tags returned on each page. The range is from 10 – 2000.
  14. Clicking on Edit Columns allow the logged in user to change the columns the user would like to be visible in the Notifications Data Table.
  15. Clicking on Add Notification Rule will result in an Add Notification Rule dialog appearing. See Adding Alerts for more information.

Each column in the data table can be sorted by clicking on the column name and filtering can be applied by clicking on the ‘filter funnel icon’ CallCabinet-Filter-funnel-icon adjacent to the column heading the user is wanting to apply the filter.

Adding alerts

To add a notification rule, click on the Add Notification Rule button in the Notifications screen, as illustrated in Figure 60 found on page 70.

CallCabinet-Figure-61-Add-a-New-Notification-Rule

Figure 61 – Add a New Notification Rule

The numbers in the discussion below relate to the image in Figure 61:

  1. Rule Name is the name of the notification rule the user is adding. The user enters the desired name in the text field.
  2. Trigger Type permits a user to select the trigger type they would like to assign the notification rule. There may only be one trigger type per notification and currently may only be based on a Keyword.
  3. Keyword is the word to be used when identifying what the user is looking for. When the word is triggered all related functions on the notification page will use this keyword. These words may be anything the user requires the system to trigger in, such as a word like ‘cancel’ or a profanity.
  4. Action Type is the action that is performed for the notification rule being created. It can be an email or webhook.
  5. A Webhook is a POST URL to which notifications will be sent. Each notification contains Notification, Called, Transcription, Application Score and NormalMetaData fields.
  6. Email is the email address to which the notification will be sent should the notification rule be set to send out emails.
  7. Participant Type are the receivers of the notification. This may be an External Participant, an Agent or both an External Participant and Agent.
  8. If Both is selected, then the External Participant and the Agent are notified.
  9. If the External Participant is selected, then only they will be notified.
  10. If the Agent is selected, then only they will be notified.

Grid Management

CallCabinet-Figure-62-Managing-Data-Table-Columns

Figure 62 – Managing Data Table Columns

A user with the requisite role, such as Super Admin is able to assign the default columns visible for all users, for instance on the Call Listing Page. Incidentally, a user may still add or remove columns, as well as order the columns to meet their personal preference.

The numbers in the discussion below relate to the image in Figure 62:

  1. Grid Types display the list of pages on which columns can be added, removed or ordered.
  2. Available Columns displays the list of columns that are currently hidden in the selected page’s data table, in this example, the Call Listing Page.
  3. Visible Columns displays the list of columns that are currently visible in the selected page’s data table, in this example, the Call Listing Page.

To manipulate the columns the user must first press on the name of the page under the Grid Types column (labeled 1). To make a column visible, the user would left-press their mouse button on the column name in the available column and then keeping the left button depressed, drag the column name to the visible column. The user may also move the column name up or down in this list, to set the order of the columns. To remove a column, the process is the same except that the user drags the name from the visible column to the available column.

CallCabinet-Figure-63-Locking-Grid-Columns

Figure 63 – Locking Grid Columns

The numbers in the discussion below relate to the image in Figure 63.

A user is able to lock the columns preventing removal or ordering. To do this, the user would click on the pencil icon .Edit-Pencil-icon, labeled 2, next to the page name in the Grid Types column, labeled 1. Doing so will render a screen similar to that displayed in Figure 63.  If a user clicks on the column name, labeled 3, they will be able to lock Lock-icon or unlock Unlock-icon a column. Locking the column, prevents a user from removing it from, or reordering it on the Call Listing page view. Incidentally, once the column is unlocked, the user may remove the column. Once all the desired changes are made and all the columns are locked the user may save the grid structure by clicking on the Save button.

IP WhiteList

Figure 64 – IP Whitelist

The IP WhiteList page allows an admin user to restrict login access to CallCabinet by specifying an IP address and enabling the IP WhiteList feature. By checking the Use IP Whitelist check box and the user entering their password to verify their identity limits access to CallCabinet from any IP Addresses other than those specified in the IP Address list.

The numbers in the discussion below relate to the image in Figure 64:

  1. Clicking on the Use IP WhiteList checkbox enables the whitelist. However, before being enabled the user needs to enter their credentials in the dialog that is rendered. If the credentials are valid, the whitelist is enabled. An example of this dialog is illustrated below:
    IPWhiteListCredentials
    Once the whitelist is enabled users may only login from IPs in the IP address list.
  2. Clicking on the Add a new IP Address button allows the user with the requisite permission to add a new IP address to IP Address whitelist. This button is enabled once the Use IP WhiteList checkbox is enabled.
  3. The Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated IP Address. This icon is enabled once the Use IP WhiteList checkbox is enabled.
  4. The Trash Trash-icon icon permits the user to delete the associated IP Address. This icon is enabled once the Use IP WhiteList checkbox is enabled.
  5. The Items per-page drop-down allows a user to change the number of Ip Addresses returned on each page. The range is from 10 – 2000. This icon is enabled once the Use IP WhiteList checkbox is enabled.

Phonebook

Figure 65 - Phonebook

Figure 65 – Phonebook

The Phonebook page allows the user to build a directory of contacts in CallCabinet. A phonebook is similar to that in a person’s cell or mobile phone, where a user adds numbers and names. This is a useful feature incorporated in the Call Listing Page. Should there be a phone number or email address, with an associated name present in the Phonebook, then the Phone Book field will be updated to contain the name associated with the number or email address in the Call Listing Page.

The numbers in the discussion below relate to the image in Figure 65:

  1. The Phonebook Data Table displays a list of all the current contacts in the phonebook.
  2. Edit Pencil Edit-Pencil-icon icon permits the user to edit the associated phonebook contact.
  3. The Trash Trash-icon icon permits the user to delete the associated phonebook contact.
  4. The Items per-page drop-down allows a user to change the number of phonebook contacts returned on each page. The range is from 10 – 2000.
  5. The Excel Excel-icon icon, when clicked, will export the Phonebook Data Table in an xlsx file directly to the user’s desktop.
  6. Clicking on the Add New Phone Book permits a user to add a contact to the Phonebook, which consists of the contact’s name and phone number. Clicking this button results in a dialog being rendered in which the user may enter the relevant information. An example of this dialog is illustrated below:
    Phone Book
  7. Clicking on the Import Phone Book button opens a dialog which permits the user to download a template, complete the required fields and upload the template to perform a bulk import of phone book information. An example of the Import Phone Book dialog is:
    Import Phone Book

Logout

Pressing on this menu item will result in the logged in user being logged out of the CallCabinet application and being presented with CallCabinet’s login screen, as illustrated below.

logout

Support

Should you, the user of CallCabinet, have any questions or require any form of CallCabinet support, either

  1. Email us at support@callcabinet.com or
  2. Visit our help desk by clicking here to go to https://support.callcabinet.com/hc/en-us. When a user visits this web page, they will be presented with a screen similar to that illustrated in Figure 66. There are a number of links the user may click on to try and find an answer to their problem. A user may also click on the Submit a Request button, indicated by number 1 in Figure 66 to submit a request for help. Clicking on this button will direct the user to the page illustrated in Figure 67. Here a user may enter a description of the problem they are facing, Once done, they may submit this request for help. It is imperative that the user, submitting a request for assistance, provides an accurate and detailed description of their issue in order for CallCabinet to resolve their problem with minimal delay.
Figure 66 - Support Portal (Website)

Figure 66 – Support Portal (Website)

Figure 67 - Submit a Request for Support

Figure 67 – Submit a Request for Support

Predefined Roles and Associated Permissions

The predefined roles available in CallCabinet are:

  • Restricted User
  • SupportUser
  • Restricted Admin
  • Standard User
  • Admin
  • Super Admin

Any of these roles may be used as the ‘root role’ when a user, with the requisite permissions, creates a custom role.

NOTE:  In order to have access to certain sections, the user must also have a corresponding license. A quality assurance license grants access to the quality assurance features in CallCabinet including performing QA evaluations, running QA related reports and creating QA scorecards. This license includes three associated roles, which are preceded by QA:

  1. QA Supervisor
  2. QA Analyst
  3. QA Admin
  4. Advanced User – a value add feature license that grants any user role access to the advanced call details page and reporting features in CallCabinet.

NOTE:  A permission may depend on other permissions. In such cases, when the dependent permission is enabled, so are all its dependent permissions.

Restricted User

Permissions On . . . Actual Permission License Required
Other
  Restricted User
  View QA Dashboard Page A or B or C
  Advanced Reports A or B or C or D
 
Calls
  Call Playback
  Call Flagging
  Call Listing
  Call Details
  Call Notes
  Call Notes (point in time)
  Legal Hold Support
  Single Call Download
  Call Bulk Download
  Call Email
  Call Delete
  Call Sharing
  Call Metadata Support
  Share Extension when sharing calls
  Reassign Calls at Call Details
  Call Tagging
 
General
  Share screenshot when sharing calls
  Share point in time notes when sharing calls
  Share transcription when sharing calls
  Show completion percentage
  Show Email Agent Option on QA
  Share downloadable call
  Share for a maximum of
  Share call with permission to add note
  Share general notes
  Show Running Score
 
QA Management
  Create QA Form C
  Modify QA Form C
  Copy QA form “Save As” C
  Delete QA Form C
  Perform QA Evaluations A or B or C
  Email Agent on Eval A or B or C
  Email manager on completed QA A or B or C
  Include screenshots in QA Completed email A or B or C
 
Site Management No Permissions
 
User Management No Permissions
 
Restricted User Management No Permissions
 
Group Management No Permissions
 
Extension Management No Permissions
 
Phone Book Management No Permissions
 
Retention Management No Permissions
 
IP Whitelist No Permissions
 
Role Management No Permissions
 
QA Randomizer No Permissions
 
Tag Management No Permissions
 
Grid Management No Permissions

Support User

Permissions On . . . Actual Permission License Required
Other    
  Client Heartbeats  
  View QA Dashboard Page A or B or C
  Advanced Reports A or B or C or D
  Security Audit Trail (Customer Log)  
     
Calls No Permissions  
     
General    
  Show completion percentage  
  Show Email Agent Option on QA  
  Company Date Format  
  Disable Classic Login  
  Authentication Endpoint  
  Share general notes  
  Access to Settings pages  
  Be Idle For  
  Export Date Format  
  Show Running Score  
  Notification  
     
QA Management    
  Create QA Form C
  Modify QA Form C
  Copy QA form “Save As” C
  Perform QA Evaluations A or B or C
  Email Agent on Eval A or B or C
  Email manager on completed QA A or B or C
  Include screenshots in QA Completed email A or B or C
     
Site Management    
  Add a Site  
  View a Site  
  Update a Site  
  Delete a Site  
     
User Management    
  View a User  
  Delete a User  
     
Restricted User Management    
  View Agents, Groups, Sites from Restricted user access  
  Assign, Edit, Delete Agents from Restricted user access  
  Assign, Edit, Delete Groups from Restricted user access  
  Assign, Edit, Delete Sites from Restricted user access  
     
Agent Management    
  Add new Agent  
  View an Agent  
  Update an Agent  
  Delete an Agent  
  Export Agents  
  Import Agents  
  Download Agent template  
  Reassign Calls  
  Assign Agent Extension  
  View Agent Extension  
  Delete Agent Extension  
     
Group Management    
  Add a Group  
  View a Group  
  Update a Group  
  Delete a Group  
     
Extension Management    
  Add Extension  
  View Extension  
  Update Extension  
  Delete Extension  
  Export Extension List  
  Import Extension List  
  Download Extension template  
  Reassign Extension  
  Map Extensions to Sites  
     
Phone Book Management    
  Add Phone Book entry  
  View Phone Book entry  
  Update Phone Book entry  
  Delete Phone Book entry  
  Export Phone Book  
  Import Phone Book  
  Download Phone Book template  
     
Retention Management    
  View Retention Profile  
  Update Retention Profile  
     
IP Whitelist    
  Enable IP Whitelisting Control  
  Add new IP  
  View IP listing  
  Edit IP  
  Delete IP  
     
Role Management No Permissions  
     
QA Randomizer    
  QA Randomizer  
     
Tag Management No Permissions  
     
Grid Management    
  View Grid Management  
  Edit Grid Management  

 

Restricted Admin

Permissions On . . . Actual Permission License Required
Other    
  Restricted User  
  View QA Dashboard Page A or B or C
  Advanced Reports A or B or C or D
     
Calls    
  Call Playback  
  Call Flagging  
  Call Listing  
  Call Details  
  Call Notes  
  Call Notes (point in time)  
  Legal Hold Support  
  Single Call Download  
  Call Bulk Download  
  Call Email  
  Call Delete  
  Call Sharing  
  Call Metadata Support  
  Share Extension when sharing calls  
  Reassign Calls at Call Details  
  Call Tagging  
     
General    
  Access to Settings pages  
     
QA Management    
  Create QA Form C
  Modify QA Form C
  Copy QA form “Save As” C
  Delete QA Form C
  Perform QA Evaluations A or B or C
  Email Agent on Eval A or B or C
  Email manager on completed QA A or B or C
  Include screenshots in QA Completed email A or B or C
     
Site Management No Permissions  
     
User Management No Permissions  
     
Restricted User Management No Permissions  
     
Agent Management    
  Add new Agent  
  View an Agent  
  Update an Agent  
  Delete an Agent  
  Export Agents  
     
Group Management No Permissions  
     
Extension Management    
  Add Extension  
  View Extension  
  Update Extension  
  Delete Extension  
  Export Extension List  
  Import Extension List  
  Download Extension template  
  Reassign Extension  
  Map Extensions to Sites  
     
Phone Book Management No Permissions  
     
Retention Management No Permissions  
     
IP Whitelist No Permissions  
     
Role Management No Permissions  
     
QA Randomizer No Permissions  
     
Tag Management    
  Add a Tag  
  View a Tag  
  Update a Tag  
  Delete a Tag  
     
Grid Management No Permissions  

Standard User

Grants users access to the call listings page for call playback and filtering.

Permissions On . . . Actual Permission License Required
Other    
  View Calls Dashboard page for all Sites / Users  
  View QA Dashboard Page A or B or C
  Advanced Reports A or B or C or D
     
Calls    
  Call Playback  
  Call Flagging  
  Call Listing  
  Call Details  
  Call Notes  
  Call Notes (point in time)  
  Legal Hold Support  
  Single Call Download  
  Call Bulk Download  
  Call Email  
  Call Delete  
  Call Sharing  
  Call Metadata Support  
  Reassign Calls at Call Details  
     
General No Permissions  
     
QA Management    
  Create QA Form C
  Modify QA Form C
  Copy QA form “Save As” C
  Delete QA Form C
  Perform QA Evaluations A or B or C
  Email Agent on Eval A or B or C
  Email manager on completed QA A or B or C
  Include screenshots in QA Completed email A or B or C
     
Site Management No Permissions  
     
User Management No Permissions  
     
Restricted User Management No Permissions  
     
Agent Management No Permissions  
     
Group Management No Permissions  
     
Extension Management No Permissions  
     
Phone Book Management No Permissions  
     
Retention Management No Permissions  
     
IP Whitelist No Permissions  
     
Role Management No Permissions  
     
QA Randomizer No Permissions  
     
Tag Management No Permissions  
     
Grid Management No Permissions  

Admin

Grants users access to the call listings page and some system settings including user- and agent management. This role is typically assigned to a manager, supervisor or IT professional who is responsible for maintaining some overall system settings in CallCabinet.

Permissions On . . .

Actual Permission

License Required

Other

 

 

 

View Calls Dashboard page for all Sites / Users

 

 

Client Heartbeats

 

 

View QA Dashboard Page

A or B or C

 

Advanced Reports

A or B or C or D

 

Security Audit Trail (Customer Log)

 

 

 

 

Calls

 

 

 

Call Playback

 

 

Call Flagging

 

 

Call Listing

 

 

Call Details

 

 

Call Notes

 

 

Call Notes (point in time)

 

 

Legal Hold Support

 

 

Single Call Download

 

 

Call Bulk Download

 

 

Call Email

 

 

Call Delete

 

 

Call Sharing

 

 

Call Metadata Support

 

 

Share Extension when sharing calls

 

 

Reassign Calls at Call Details

 

 

Call Tagging

 

 

 

 

General

 

 

 

Share screenshot when sharing calls

 

 

Share point in time notes when sharing calls

 

 

Share transcription when sharing calls

 

 

Show completion percentage

 

 

Show Email Agent Option on QA

 

 

Company Date Format

 

 

Disable Classic Login

 

 

Authentication Endpoint

 

 

Send Weekly Email

 

 

Include call download name in excel export

 

 

Share downloadable call

 

 

Share for a maximum of

 

 

Share call with permission to add note

 

 

Share general notes

 

 

Access to Settings pages

 

 

Be Idle For

 

 

Export Date Format

 

 

Show Running Score

 

 

Notification

 

 

 

 

QA Management

 

 

 

Create QA Form

C

 

Modify QA Form

C

 

Copy QA form “Save As”

C

 

Delete QA Form

C

 

Perform QA Evaluations

A or B or C

 

Email Agent on Eval

A or B or C

 

Email manager on completed QA

A or B or C

 

Include screenshots in QA Completed email

A or B or C

 

 

 

Site Management

 

 

 

Add a Site

 

 

View a Site

 

 

Update a Site

 

 

Delete a Site

 

 

 

 

User Management

 

 

 

Add a User

 

 

View a User

 

 

Update a User

 

 

Delete a User

 

 

The right to accept or reject Access Requests

 

 

Import Users

 

 

Export Users

 

 

Download User template

 

 

 

 

Restricted User Management

 

 

 

View Agents, Groups, Sites from Restricted user access

 

 

Assign, Edit, Delete Agents from Restricted user access

 

 

Assign, Edit, Delete Groups from Restricted user access

 

 

Assign, Edit, Delete Sites from Restricted user access

 

 

 

 

Agent Management

 

 

 

Add new Agent

 

 

View an Agent

 

 

Update an Agent

 

 

Delete an Agent

 

 

Export Agents

 

 

Import Agents

 

 

Download Agent template

 

 

Reassign Calls

 

 

Assign Agent Extension

 

 

View Agent Extension

 

 

Delete Agent Extension

 

 

 

 

Group Management

 

 

 

Add a Group

 

 

View a Group

 

 

Update a Group

 

 

Delete a Group

 

 

 

 

Extension Management

 

 

 

Add Extension

 

 

View Extension

 

 

Update Extension

 

 

Delete Extension

 

 

Export Extension List

 

 

Import Extension List

 

 

Download Extension template

 

 

Reassign Extension

 

 

Map Extensions to Sites

 

 

 

 

Phone Book Management

 

 

 

Add Phone Book entry

 

 

View Phone Book entry

 

 

Update Phone Book entry

 

 

Delete Phone Book entry

 

 

Export Phone Book

 

 

Import Phone Book

 

 

Download Phone Book template

 

 

 

 

Retention Management

 

 

 

View Retention Profile

 

 

Update Retention Profile

 

 

 

 

IP Whitelist

No Permissions

 

 

 

 

Role Management

 

 

 

Add a Role

 

 

Update a Role

 

 

Delete a Role

 

 

 

 

QA Randomizer

 

 

 

QA Randomizer

 

 

 

 

Tag Management

 

 

 

Add a Tag

 

 

View a Tag

 

 

Update a Tag

 

 

Delete a Tag

 

 

 

 

Grid Management

 

 

 

View Grid Management

 

 

Edit Grid Management

 

 

Super Admin

Grants access to all the system settings in CallCabinet and is the highest role that can be assigned.

Permission On Permission License Required
Other    
  View Calls Dashboard page for all Sites / Users  
  Client Heartbeats  
  View QA Dashboard Page A or B or C
  Advanced Reports A or B or C or D
  Security Audit Trail (Customer Log)  
     
Calls    
  Call Playback  
  Call Flagging  
  Call Listing  
  Call Details  
  Call Notes  
  Call Notes (point in time)  
  Legal Hold Support  
  Single Call Download  
  Call Bulk Download  
  Call Email  
  Call Delete  
  Call Sharing  
  Call Metadata Support  
  Share Extension when sharing calls  
  Reassign Calls at Call Details  
  Call Tagging  
     
General    
  Share screenshot when sharing calls  
  Share point in time notes when sharing calls  
  Share transcription when sharing calls  
  Show completion percentage  
  Show Email Agent Option on QA  
  Company Date Format  
  Disable Classic Login  
  Authentication Endpoint  
  Send Weekly Email  
  Include call download name in excel export  
  Share downloadable call  
  Share for a maximum of  
  Share call with permission to add note  
  Share general notes  
  Access to Settings pages  
  Be Idle For  
  Export Date Format  
  Show Running Score  
  Notification  
     
QA Management    
  Create QA Form C
  Modify QA Form C
  Copy QA form “Save As” C
  Delete QA Form C
  Perform QA Evaluations A or B or C
  Email Agent on Eval A or B or C
  Email manager on completed QA A or B or C
  Include screenshots in QA Completed email A or B or C
     
Site Management    
  Add a Site  
  View a Site  
  Update a Site  
  Delete a Site  
     
User Management    
  Add a User  
  Add Users with Super Admin Role  
  View a User  
  Update a User  
  Update Users with Super Admin Role  
  Delete a User  
  Delete Users with Super Admin Role  
  The right to accept or reject Access Requests  
  Import Users  
  Export Users  
  Download User template  
  Update User License  
     
Restricted User Management    
  View Agents, Groups, Sites from Restricted user access  
  Assign, Edit, Delete Agents from Restricted user access  
  Assign, Edit, Delete Groups from Restricted user access  
  Assign, Edit, Delete Sites from Restricted user access  
     
Agent Management    
  Add new Agent  
  View an Agent  
  Update an Agent  
  Delete an Agent  
  Export Agents  
  Import Agents  
  Download Agent template  
  Reassign Calls  
  Assign Agent Extension  
  View Agent Extension  
  Delete Agent Extension  
     
Group Management    
  Add a Group  
  View a Group  
  Update a Group  
  Delete a Group  
     
Extension Management    
  Add Extension  
  View Extension  
  Update Extension  
  Delete Extension  
  Export Extension List  
  Import Extension List  
  Download Extension template  
  Reassign Extension  
  Map Extensions to Sites  
     
Phone Book Management    
  Add Phone Book entry  
  View Phone Book entry  
  Update Phone Book entry  
  Delete Phone Book entry  
  Export Phone Book  
  Import Phone Book  
  Download Phone Book template  
     
Retention Management    
  View Retention Profile  
  Update Retention Profile  
     
IP Whitelist    
  Enable IP Whitelisting Control  
  Add new IP  
  View IP listing  
  Edit IP  
  Delete IP  
     
Role Management    
  Add a Role  
  Update a Role  
  Delete a Role  
     
QA Randomizer    
  QA Randomizer  
     
Tag Management    
  Add a Tag  
  View a Tag  
  Update a Tag  
  Delete a Tag  
     
Grid Management    
  View Grid Management  
  Edit Grid Management  

Glossary

Agent Individuals whose calls are being recorded by CallCabinet.
Agent Client Desktop Application This application gets installed directly on an agent’s desktop. It allows an agent to perform manual redaction of information from a call while on a live call. The application is also able to record screenshots of the agent’s desktop while they are on a call, and allows the agent to add a note or a reference to a live call recording.
Agent License This is a license that is assigned specifically to an agent (see above) such as recording licenses, screenshot licenses and manual PCI DSS redaction licenses.
Audio Oscillogram A visual representation of the audio recording.
Audit Log Found on the Call Details Page, this log file details which users have interacted with each call recording and when. It will display which user used the playback feature, shared the call, if a share was accessed, performed a QA or downloaded the call. An access log keeps a record of every action performed on a specific call in the system.
CallCabinet Agent Client This is installed directly on the agent’s desktop. This application allows an agent to manually begin a compliance interval, add a note, or add a reference number to a live call. The application is also responsible for recording screenshots of the agent’s desktop whilst on a call.
Call Tags Information or data that uniquely identifies the call. Call tags in CallCabinet are completely customizable to suit the business needs.
Compliance call recording Refers to making a digital copy of the conversation that occurs via telephone or Internet in line with industry and/or country-specific regulations. It can contain audio and/or video which can only be created, accessed, viewed, modified or deleted according to predetermined permissions, laws and regulations. This digital copy is also referred to as the recording data and is what makes a business using CallCabinet compliant.
Customer User of CallCabinet
Distributor A distributor is someone or something that distributes a product or service, such as a wholesaler or a retailer
Excel A spreadsheet editor developed by Microsoft
Filter Means to add criteria to a user’s search (adding filters) on the call listings page that will assist them in narrowing down the returned results. For instance, selecting specific agents and time periods.
IP-PBX IP PBX is a business phone system that uses VoIP technology to connect internal and external calls using the TCP/IP protocol stack.
Legal hold Refers to keeping a specific call recording on file (preventing it from being deleted) due to a dispute that may be in progress.
Multi-Function Authentication (MFA) Multi-factor authentication (MFA; two-factor authentication, or 2FA, is an electronic authentication method in which a user is granted access to a website or application only after successfully presenting two or more pieces of evidence to an authentication mechanism.
Multi-tenant/

Multi-tenancy

 In multi-tenant software architecture, also called software multi-tenancy, a single instance of a software application (and its underlying database and hardware) serves multiple tenants (or user accounts). A tenant may be an individual user, but more frequently, it is a group of users, such as a customer organization, which share common access to and privileges within the application instance. Each tenant’s data is isolated from, and invisible to, the other tenants sharing the application instance, ensuring data security and privacy for all tenants.

 

CallCabinet is a compliance call recording solution that offers true multi-tenancy.
Network switch A network switch is networking hardware that connects devices on a computer network by using packet switching to receive and forward data to the destination device
One-time PIN (OTP) An automatically generated security key or password that is valid for one login session only.
PBX PBX stands for Private Branch Exchange System, which is a private telephone network used within a company
PCI DSS Payment card industry data security standard
PCI DSS Redaction Refers to the permanent masking/protection of sensitive data, where only administrators are able to unmask and view the actual data upon request by court order.
Portal A website or web page providing access or links to other sites.
Quality Assurance A term used in service industries to describe the systematic efforts taken to assure that the product(s) delivered to customer(s) meet agreed upon performance expectations of that customer. QA features allow businesses to evaluate the quality-of-service performance of their agents.
Randomizer Pick several items randomly out of a list.
Reseller A reseller is a company or individual that purchases goods or services with the intention of selling them rather than consuming or using them.
Retention Policy A framework that outlines how to manage records of different types and lengths
Roles A set of connected behaviors or rights,
Site Refers to a specific geographic location, the business “Site” where calls are being recorded. These locations could be within the same country (regional sites) or across countries (international sites).
SSO Single sign-on is an authentication scheme that allows a user to log in with a single ID to any of several related, yet independent, software systems.
SSO Federation Login The Federated Web Single-Sign-On (SSO) design in Active Directory Federation Services (AD FS) involves secure communication that spans multiple firewalls, perimeter networks, and name-resolution servers—in addition to the entire Internet routing infrastructure.
Tag A label attached to something for the purpose of identification or to give other information
Two-Factor Authentication

(2FA)

 This refers to when a user is required to provide two forms of identification before they are allowed login access to a CallCabinet solution. For example, a username and password combination will be the first authentication followed by a One-time PIN as the second authentication. The One-time PIN is sent to the email address associated with the user’s account.
UC Unified communications (UC) solutions deliver integration of tools such as IP telephony for voice calling, web and video conferencing, voice mail, mobility, desktop sharing, instant messaging and presence, and more, with seamless user experiences to help people work together more effectively.
URL A Uniform Resource Locator (URL), colloquially known as an address on the Web is a reference to a resource that specifies its location on a computer network and a mechanism for retrieving it
User A person that is able to login into a CallCabinet solution and listen to call recordings.
User Role A role is assigned to a user depending on the level of access required.  For example, an admin user role has access to the system’s settings, while a standard user role can only access the call listings page for call playback and filtering.
Voice Analytics CallCabinet’s ability to scan through recordings according to preset criteria. Businesses may, for instance, use this data to determine whether their customers are satisfied with the service being rendered.
Video Recording A recording of both the audible and visual components of a conversation.
Voice over Internet Protocol (VoIP) (Voice over IP) (IP telephony) A group of technologies for the delivery of voice communications and multimedia sessions over internet protocol (IP) networks, such as the Internet.
WhiteList A list of IP addresses given system access. Whatever is not on the list is blocked.
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