OnviCord Agent User`s Guide Version 5
Contents
1. Change Back To Default Status After IY Enabled f End of Call f Minwtes lt CTRL gt F5 lt CTRL F4 In the User Record on Demand Channel on off section set your default channel status by selecting Always Record to record all activity or Never Record to record no activity Click OK User Record on Demand Channel onoff Default Channel Status f Always Record C Never Record Change Back To Default Status After M Enabled f End of Call f Minutes In OnviCord Agent you can turn your recorder on off using the Left click Menu_ but you can also trigger OnviCord Agent to automatically switch back to your channel s default recording status by making the appropriate selection in the User Record on Demand section Place a checkmark in the Enabled box under Change Back to Default Status then select End of Call OR use the arrows or enter a number 1 120 to set the number of minutes that will elapse before the system changes back to your default choice regardless of your recording status In other words set your recorder to return to its default status at the end of a call OR after a set number of minutes User Record on Demand Channel on ott Detault Channel Statue f Always Record C Never Record 41 Change Back To Default Status After lf Enabled End of Call f i amaes Read the following examples to make sure you understand this feature EXAMPLE Jim has Record on Demand priv2. Copy this value to all channels Copy this value to selected channels 62 Darel 5 CAUTION In an environment where channels are always hot live and you do not set channels to OfOnViews users must manually turn off the channel in OnviCord Agent when there is no actual activity and leav nviCord Agent running at all times Otherwise OnViews settings take precedence and recording continues regardless of whether there is actual activity Consequently we highly recommend turning channels Off inOnViews if channels are always hot An alternate method for turning channels off is to have each user turn the channel off in OnviCord Agent using the left click menu or the appropriate hot keys if applicable In either case you must grant the user s record on demand privilege as follows Log in to Manager In the User Privileges section grant the user record on demand privileges Repeat the process for each user you wish to have the record on demand privilege When finished authorizing users for record on demand close Manager Each person who will use record on demand must log in to OnviCord Agent or a system administrator can log in as the user right click on the system tray OnviCord Agent icon and select Settings Using the record on demand tab users whose phones are always hot live should set the default channel status to Never Record In other environments it should not matter See Example A below Default Chan
3. Notification area C ge 1123 PM Show the clock You can keep the notification area uncluttered by hiding icons that pou have not clicked recently ite inactive icons Beside the actve Agent icon select Always Show and click OK If your system administrator designated you to receive network alerts and Alerts are enabled on your system and an active alert exists when you log in an additional icon may appear on top of the normal system tray icon and an audible alert is sounded Visual alert indicators are described in the System Tray Icons section Network Alerts If your system administrator designated you to receive network alerts and an alert is triggered and Alerts are enabled on this machine an audible alert is sounded and a visual indication appears on the system tray icon when you log in Double click your system tray icon to launch Full View or right click and select Full View The text box indicates what is causing the alert ide Hag olor Bode Tum Off Recorder Generate Tracking Humber Silence lert Ada Secount inho Alerts dd Hote Custom elds Data Server 172 20 22 17 Friman Drive Storage blasimnum F To silence an alert click Silence Alert This does NOT remedy the cause of the alert olor bode Tum Off Recorder Generate Tracking Humber Sience Alert dd Account Into Alerts Add Hote Custom Fields Data Server 1 72 20 217 Friman Drive
4. Agent Seating and or Force Login NOTE You can enable Free Agent Seating only OR Free Agent Seating and Force Login If you enable Force Login without Free Agent Seating your Force Login selection is ignored Enabling Force Login for free agents places a login screen on top of all other applications The screen can t be moved or closed it disappears only after a user successfully logs in In an environment where machines are turned off i e nights and weekends the login screen appears at startup 65 OnviCord By OnviSource User Password System administrators can change the Force Login message in OnviCord Web by choosing MANAGE gt Free Agents 66
5. If you select Yes repeat the process to select the second key in the ON sequence Your new choice for a hot key or hot key combination is shown in the On box Hot Key Control iW Enabled First Ke CTALSF5 lt CTAL gt F4 Defaults to turn a channel on off are F5 and lt CTRLSF5 NOTE You may configure a maximum of 40 key combinations To delete a key or a sequence select it from the list and click Delete R NOTE Once a key is chosen as the first key in a sequence that key may not be used individually For example if you configure A and 1 as sequential keystrokes to turn on a channel you can NOT use the letter A by itself to turn a channel on or off Now click the Off Capture button On your keyboard enter a keystroke or a combination of simultaneous keystrokes that users will select to stop the recording process Hot kep Control I Enabled First ke Second key TTOl CE 45 SLs bie lt CTRL gt F4 When asked if a second key is also required select Yes No or Cancel Again second key means a second used in conjunction with the first it does NOT mean a second key to be used alone as an alternate way to stop recording Your choice should be reflected in the Off box After making your selections click Apply to apply the changes and leave the Settings menu open OR press OK to apply the changes and close the Settings window After configuring record on demand hot keys in the Hot Key C
6. a recording begins 20 Generate Tracking Number Assigning a unique tracking number to a recording makes the recording much easier to find later when doing a search To add a unique tracking number to a recording left click onthe OnviCord Agent icon in your system tray and select Generate Tracking Number from the menu while a recording is in progress When the number is displayed click OK Tracking Number Start Recording 12 14 2005 14 50 53 Stop Recording 12 14 2005 14 50 59 44FD08LE4A0 HINT Write down the tracking number or provide it to the other party You can quickly locate this recording later using the number as search criteria in OnviCord Web QUESTION What if launch the Tracking Number box while I m on the phone but the recording ends before click OK ANSWER The tracking number is entered into the database for the recording that was in progress when you launched the tracking number box Go ahead and click OK QUESTION What if forget to launch the Tracking Number box while I m on the phone and the recording has ended ANSWER Don t worry Even if a recording has ended you can still launch the Tracking Number box and generate a unique tracking number if no subsequent recording has started The tracking number will be entered into the database for the ast recording made This is also true for adding account information A flag a note or a color code Authorized users can adjust Settings so On
7. a recording is in progress If you do not see a drop down list enter the account information applicable to this recording or click the paste icon on the right to paste account information copied from another application Click OK Add Account Info Start Recording 12 74 2005 14 50 53 Stop Recording 12 74 2005 14 50 59 Davis Credit World cnet If you see a drop down list when the Add Account Info window opens use the drop down arrow to select existing account information OR type the account information if the account name does not appear on the drop down list or appears incorrectly Click OK Add Account Info Start Recording 12 14 2005 14 55 30 Stop Recording in progress Adame Flyway Travel B amp B Machine Shop Calhoun s Diner Chase National Rental i HINT If the accounts list is on using the the auto complete feature makes finding existing account information much faster When the Add Account window opens click the drop down arrow and begin entering the account information Existing accounts that match what you ve entered will appear in the drop down allowing you to quickly find the existing account When it appears select it and click OK HINT Account information doesn t have to be a name or number Use names cities or other keywords to help you search for and locate this call later 19 Authorized users can adjust Settings so OnviCord Agent automatically opens an account number prompt when
8. eno eng aprilb ee ustom Fields Recording Mode ON If your system administrator designated you to receive Network Alerts and an alert is triggered and Alerts are enabled on this machine Full View indicates the alert cause ide fag Coler Code Turn OF Recorder Generate Tracking Number Silence Alert hdo amp ecount Info Alerts Add Hote Custom Helds Data Server 172 20 24 17 Primary Orive Storage Masimu F When a machine has been set to automatically launch in Full View withouta system tray icon a menu bar appears at the top of the Full View page OnviCord Agent eno eng aprilb gt veronteaa File Tools Help si a Color Code Tum On Fecorder Generate Tracking Number Add Account Info Add Note Pustom Fields Recording Mode ON Choose File from the menu bar to change your password login as a different user not available with auto login and exit 33 Under Tools on the menu bar you may configure settings or launch one of the other client applications OnviCord Web OnviCord Monitor etc if you have appropriate privilieges Select Help on the menu bar to see what version of the product you are using or to access the User s Manual in Adobe Acrobat format FI ove While Full View and Full View Only with no system tray icon look very similar there are subtle differences worth noting When running Full View with a system tray i
9. on the OnviCord Agenticon in your system tray and select the available option Turn On Recorder or Turn Off Recorder from the menu HINT You can adjust Record on Demand settings so that OnviCord Agent automatically switches the recorder back on or off If you exit OnviCord Agent the system will revert to its original system settings for your channel HINT You can simultaneously control more than one channel in OnviCord Agent by launching a second application and logging in as a different user IF you are not in Free Agent mode In Full View a user with Record on Demand privileges can also turn the recorder on off quickly by pressing the Turn On Recorder or Turn Off Recorder button When using this method the text and color shown in the Recording Status box usually red for recording or green for idle indicates whether or not you are recording See the System Tray Icons section for the meaning of other colors and or text shown here OnviCord Agent eno eng aprilb veronicaa E Recording Color Code The Recording Mode shown at the bottom indicates the Record on Demand mode ON or OFF Itdoes NOT reflect your current recording status 28 Custom Fields 29 Right Click Menu Right click the system tray icon to learn about your OnviCord Agent version open the User s Manual access the Full View mode log in as a different user change passwords adjust your OnviCord Agent settings la
10. typical reason to override default settings is if you are running an older machine or one that does not operate as efficiently as new machines To override the default settings and configure new ones for this machine only check the override default system wide settings box on the right When you do a new section appears for local setting overrides Your choices here apply to any user on this machine You must have administrative privileges on this machine to override the default settings M Override Default System wide Settings m Local Settings pa i Frame Rate i frames seconds Color Option C Grayscale f Color Wrap up Time o H seconds Follow the above instructions for global settings on the left of the screen to configure the local settings frame rate color option etc on the right of the screen When finished click Apply to apply the changes and leave the Settings menu open OR press OK to apply the changes and close the Settings window NOTE For screen capture to work properly the maximum screen resolution setting on a machine should be 1600x1200 The minimum resolution we support is 800x600 However other modes work fine Also do NOT change screen resolution while a screen capture is in progress 55 Screen Capture Drivers This section is only for systems running Windows XP with Service Pack 2 This procedure must be performed BEFORE enabling screen capture Windows XP w
11. OnviSource Connecting People to Business OnviCord Agent User s Guide Version 5 OnviSource Inc Headquarters 1255 West 15th Street Suite 500 Plano TX 75075 Main 469 241 9200 Fax 469 241 0247 Operations 2300 North 10th Street Enid OK 73701 Main 580 242 4636 Fax 580 242 8255 www onvisource com Getting Started OnviCord Agent is a system tray application that allows a user the ability to control certain recording functions on his her own channel such as adding notes flags and or account information Before You Begin You must have the latest Windows and Internet Explorer Service Packs installed on your system before continuing Recent Service Packs are located in the Microsoft folder on the OnviCord installation CD We also recommend that you monitor the Microsoft web site for updates that are appropriate for your system Depending on your operating system the images shown in this document may be slightly different from what you see Log In To log in select Start gt Programs gt OnviSource gt OnviCord Agent or double click the desktop icon D OnviCord Agent When the login box appears enter the username and password your system administrator provided to you They are case sensitive so be sure your CAPS LOCK key is in the off position The data server that appears in the last box is likely the one set up during the software installation Users with the appropriate privile
12. Storage Masinurn F To view more information about the active alert s click Alerts olor ode Turm Off Recorder Generate Tracking Humber Silence Alert Sdd SecountInho Custom Helds Data Serer 172 20 22 17 Priman Drive Storage basinum F If you select Alerts during an active alert a window opens with details about the alert s Each active alert is assigned a code that defines the type of alert the server where the alert was generated the date and time of the alert and a message that may contain additional information about the alert To clear an alert select it from the list and click Clear Alert A selected alert turns blue when you click on it TOA 004 41155 Phi eng peilI 2 201 170 Station Line DlEconnect AnYSical 15 loyiceal 15 eng pCi Orz2 2004 41155 Pa eng pciti 2 201 177 Station Line Disconnect physical 16 logical 16 localhost 1OFS22004 4 42 05 Ph eng peil1732 20 1 171 Primary Drive Storage Maxenum Reached flea diet Indicate whether to clear this alert only all like alert codes on this server or all like alert codes on all servers Click Clear Clear Alert f Clear This Alert Only c Clear All Like Alert Codes on This Server Clear All Like Alert Codes on All Servers Cancel To close the Alerts window click Close Alert Codes If your system administrator designated you to receive network alerts and an alert is triggered and Alerts are enabled o
13. System Tray loon Enable load at Windows launch O Full View Only No System Tray Icon Data Server Changes at Login Auto Login Enabled Admin Manage Access Only Default Data Server Jenc eng aprilb 38 General The General tab is used to set options for this machine only Auto Sb Appa ict Tray lic Enable load at Windows launch Full view Only No System Tray Ilcon Auto Logn Data Server Changes at Login Enabled nable Admin Manage Access Only Default Data Server viserver On the left side of the General tab are Auto Start and Auto Login options If the machine is set to Free Agent mode you will see the Auto Start option but NOT the Auto Login option Automatic login is not availalbe with Free Agent Seating First you may choose to automatically load the OnviCord Agent software when Windows is launched on this machine Place a checkmark in this box to enable the feature You may also select to automatically log in Place a checkmark in the Enabled box in the Auto Login section if you would rather not enter your user name and password when launching OnviCord Agent Auto Start M Enable load at Windows launch Auto Login W Enabled User Fita Fassword ian 39 ES NOTE Automatic login is not available with Free Agent Seating CAUTION With Auto Login enabled anyone with access to your desktop has access to your privileges in OnviCord Agent and OnviCord Monitor with
14. all calls made by that person are tied to that channel But OnviCord also includes a feature called Free Agent Seating that associates recordings with users rather than channels Free Agent Seating is common in call center environments where users do not have assigned seating FREE AGENT EXAMPLE Mary splits her time among two teams at XYZ Credit Company each month She processes inbound customer service inquiries some weeks and makes outbound collection calls for a different team the other weeks Rather than assign Mary to a particular channel and associate her recordings to that channel XYZ uses Free Agent Seating with a forced login so that all of Mary s recordings are affiliated with her regardless of where she sits Only users with System Configuration privileges assigned in Manager and administrator rights on a particular machine can set that machine to Free Agent Seating To configure a machine for Free Agent Seating log in to OnviCord Agent right click on the system tray icon and select Settings On the Free Agent Seating tab place a checkmark in the Enabled box and use the drop down list to select the channel machine where you want to enable Free Agent Seating If users on this channel station will be required to log in before using OnviCord Agent place a checkmark in the box next to Force Login Click OK lv Enabled iM Force Login Channel 5 Repeat the procedure for each channel station where you want to enable Free
15. con click the X in the upper right corner to close Full View and leave OnviCord Agent running But when Full View is launched without a system tray icon clicking the X in the upper right corner logs you off and clos 9nviCord Agent To restart the application use your desktop icon OR select Start gt Programs gt OnviSource gt OnviCord Agent 34 35 Login as Different User To log out and back in as a different user right click on the system tray icon and select Login as Different User OnviCord Agent Login xt Uszemame Password Data Server Jeno eng aprib Cancel This option is unavailable if Auto Login is enabled on the General tab 36 Change Password Left click on the system tray icon and select Change Password to change your password Enter the old password a new one which must be different from the old one then re enter the new one Asterisks appear rather than the actual letters and or numbers you enter Click OK Change Password 1 x Old Password ee Hew Password paee Confirm Password 3 Settings To open Settings right click on the OnviCord Agent icon in your system tray and select Settings Depending on your privileges you may not have access to all tabs and or all items shown on each tab OnviCord Agent Settings gt admin Free Agent Seating Screen Capture Screen Pop Options General Record on Demand Client Device Alerts Auto Start
16. er call back Cancel When applying a color code the system tray icon does not change colors nor does the recording status bar in Full View There is no visible indication in OnviCord Agent that a call is color coded 24 ANSWER Even if a recording has ended you can left click on your system tray icon select Color Code and apply a color to this call if no subsequent recording has started The color code is entered into the database for the last recording made QUESTION What if choose the wrong color code ANSWER When you choose a color code and click OK that color code is applied but you can left click re open the color code menu and select a different color code Both choices are reflected in the Recording History section of OnviCord Web but the last color code applied is what appears when performing a search or viewing recent recordings Even if a recording has ended you can left click on your system tray icon and change a color code if no subsequent recording has started Authorized users can adjust Settings so OnviCord Agent automatically opens a color code prompt Color codes are configured in the MANAGE section of OnviCord Web by users with the appropriate privilege granted by a system administrator 20 Custom Fields Custom Fields are user defined choices configured in OnviCord Web that enable you to associate specific information with recordings It further allows authorized users to narrow down sea
17. figuring Hot Keys and or Client Device keyboard control He then enters F8 on his keyboard When asked if a second key is required he selects No John repeats the process to set up F9 F6 or F7 now control when recording begins F8 or F9 control when recording stops 47 48 Alerts If your systemadministrator designated you to receive Network Alerts and alerts are enabled on your system and an active alert exists an audible and or visual alert is triggered The Alerts tab specifies your alert preferences Select the Enabled box and indicate whether the alert will broadcast through the PC Speaker or the Sound Card or whether a visual only alert will be displayed Additionally checking the auto popup box enables an alert window to open when an alert is triggered Click Apply to apply the changes and leave the Settings menu open OR press OK to apply the changes and close the Settings window W Enabled M Auto Popup Beep PC Speaker C Sound Card C Visual Only 49 Free Agent Seating The use of the OnviCord product suite enables free agent seating without a PBX upgrade or CTI server Only users with System Configuration privileges assigned in Manager and administrator privileges on a machine can change that machine s Free Agent and Force Login settings Read the Free Agent Setup section before enabling this feature To enable this feature check Enabled and select a channel station where you want Free Agent Seating The li
18. g screen capture For all other operating systems when the driver message appears click OK The procedure for installing drivers is automatic Use the Screen Capture tab to enable the feature on this machine configure global screen capture default settings left side and or override default settings on this machine only right side Changes made in the default system wide settings area left side of screen are stored in the database and changes the settings on ALL machines lf Enable Override Default System wide Settings Default System wide Settings m Frame Rate i frames i seconds Color Option Grayscale C Color Wrap up Time fo seconds To enable Screen Capture check the Enable box Default Systerni wide Settings Frame Rate frames 7 i seconds 52 Color Option Grayscale Color Wrap up Time U load seconds Set the frame rate to capture the desired number of frames per second using a maximum ratio of 10 1 For example you can capture 10 frames every 1 second or 15 frames every 2 seconds but NOT 15 frames per second Your settings will depend on a variety of factors including CPU power network congestion etc W Enable Default Sustern wide Settings Frame Rate frames f seconds olor Upton f Grayscale f Color Wrap up Time fo H seconds Next choose between grayscale and color for screen capture Grayscale will obviously result in smaller files and is
19. ge can store up to five 5 data server locations the last one accessed will always appear when logging in If applicable use the drop down box to change locations or enter a new location if needed Click OK OnviCord Agent Login Uzemame Password Data Server enc eng aprilb Cancel NOTE You will not need to change the data server location unless your organization us one If your administrator configured Forced Login for free agents you will instead see a login screen on top of all other applications The screen can t be moved or closed it appears on startup of your system and only disappears after a user successfully logs in When successfully launched OnviCord Agent places a square icon in your system tray usually located in the lower right corner of your monitor The appearance of an icon depends on the channel status If you receive an error message when attempting to log in try again Contact your system administrator if you frequently receive an error message at login Misi icon whe ed i ld right cli ma ae Windows P when logged in should right click on the J system tray and select Properties On the Taskbar tab click Customize Taskbar and Start Menu Properties Taskbar Start Menu Taskbar appearance reas M start E Q welcome Lock the taskbar Auto hide the taskbar Keep the taskbar on top of other windows _ Group similar taskbar buttons Show Quick Launch
20. her Applications If you have assigned privileges for other OnviCord applications right click the square system tray icon and launchOnviCord Web or OnviCord Monitor About Onvicord Agent User s Manual Full wiew Login as Different User Change Password Settings Onvicord Web Onvicord Monitor 60 Exit Right click on the OnviCord Agent icon in your system tray and select Exit to exit the application About Onvicord Agent Users Manual Full views Login as Different User Change Password Settings Onvicord Web Onvicord Monitor EXCEPTIONS a A user in Free Agent mode with Force Login enabled will not see an Exit option but will see a Logout option b A user in Free Agent mode can only log out when communications exist with file server s and or recording server s 61 Administrators Record on Demand Two sections are included here for system administrators configuring record on demand and free agent setup System administrators can adjust settings in OnViews to determine if when each channel records activity Each channel can record activity either constantly never only during certain hours However a user with Record on Demand privileges can set OnviCord Agentto Always Record to record all activity or Never Record to record no activity Record on Demand privileges also enable a user to turn the individual recorder on off by clicking on the Onv
21. iCord Agent icon in the system tray and setting OnviCord Agent to automatically switch back to the default channel status Settings that an individual with Record on Demand privileges selects in OnviCord Agent override the settings in Manager Please read the record on demand _ section before continuing to make sure you understand how this feature operates Granting users permission to record on demand is useful in a setting where phones are always hot live and you only want to record actual activity System administrators can also configure hot keys as a convenient way for users to control individual recording activity To set up Record on Demand launch OnViews Select Admin gt System Configuration from the Menu Bar r Audio Recording Channel Work Hin Rec Use Max fe Cathe Control Hours Length Recording seconds Length C Random Set Set Set Client Screen Capture f Off C Full time C Random set Set Set Set Set Recording Restrictions Recording Requirements On the Flex Recording tab select a channel where you want to use the feature Right click in the Channel Control column and choose ON In an environment where phones are always hot select OFF Select the other channels where you want to enable this feature right click to copy this value to selected channels When finished click OK and exit OnViews Channel Hin Rec Use Max Control Length Recording _ seconds Length
22. ileges He used Settings in OnviCord Agent to select Always Record and set his system to change back to default status after 5 minutes When Jim s wife called he left clicked on the OnviCord Agent icon to turn off his recorder After 5 minutes elapsed Jim s recorder came back on even though he was still on the phone In other words OnviCord Agent reverted to his default status Always On after the time he set 5 minutes EXAMPLE Mary has Record on Demand privileges She used Settings in OnviCord Agent to select Never Record and set her system to change back to default status at End of Call When Mary interviewed a job candidate by telephone she launched OnviCord Agent and left clicked on the icon to turn her recorder on At the end of the call Mary s recorder switched back to her default status Always Off 42 Hot Keys A user with Record on Demand privileges can use hot keys which are shortcuts that allow the user to turn the channel on off with a single keystroke or combination of simultaneous or sequential keystrokes Hot keys are configured on the right side of the Record on Demand screen Hot Rey Control Enabled On lt CTRAL2FS lt CTAL3F4 To configure hot keys to turn a channel on off put a checkmark in the Enabled box Your Capture and Delete key will be dimmed and unavailable Hot Key Control M Enabled On lt CTRL2F5 CTRL F4 A new message window opens to indicate you must log ou
23. ith Service Pack 2 contains a Windows firewall that prevents the screen capture driver from loading on a machine To enable the driver to install click the Windows Firewall on the system s Control Panel Bvindows Firewall When the Windows Firewall page opens click the Exceptions tab Genera Advanced At the bottom click Add Program Add Prograrm On the Add A Program menu click Browse Browse Navigate to Program Files gt OnviSource gt OnviCord and select the Mirror folder Look ir gt Mirror b Select SetupDrv exe and click Open Mirror w fal Se Pile PP 56 Verify the Path is present and click OK I 1 iE mill Setup rv ere Path D Program Files VoiceL ogger digivoice Mirra Back on the Exceptions tab the SetupDrv exe file is now added and checked Click OK Programs and Services SetupDrv exe Now return to the section titled Screen Capture and finish the setup procedure 57 Screen Pop Options Use the screen pop options tab to enable account information note color code tracking number or custom fields screen pops Every task with the screen pop enabled will automatically launch that type of window each time the user who logged in and selected this setting makes a recording Current User Account Info Color Code Tracking Number Custom Fields Auto close screen pop dialog alter recording For example placing a checkma
24. ive Storage Masiniurn F If you select Alerts during an active alert a window opens with details about the alert s Each active alert is assigned a code that defines the type of alert the server where the alert was generated the date and time of the alert and a message that may contain additional information about the alert To clear an alert select it from the list A selected alert turns blue when you click on it Click Clear Alert 14 TOA 004 41155 Phi eng peilI 2 201 170 Station Line DlEconnect AnYSical 15 loyiceal 15 eng pCi Orz2 2004 41155 Pa eng pciti 2 201 177 Station Line Disconnect physical 16 logical 16 localhost 1OFS22004 4 42 05 Ph eng peil1732 20 1 171 Primary Drive Storage Maxenum Reached flea diet Indicate whether to clear this alert only all like alert codes on this server or all like alert codes on all servers Click Clear Clear Alert f Clear This Alert Only c Clear All Like Alert Codes on This Server Clear All Like Alert Codes on All Servers Cancel To close the Alerts window click Close 15 System Tray Icon After a successful login an OnviCord Agent system tray icon indicates your current recording status Use the chart below or hold your mouse over the icon to determine the icon meaning If you have no channel assigned to you the system tray icon color gives you status information on your connection to the file server if you have permission to
25. monitor it Light Green Idle ready to record Dark Green Logged out Recording Red with Not enough concurrent licenses OR license expired Cross out Bar Red with Checkmark Recording current recording will be flagged Light Grey Off no recording will take place Connected to recording server but no recording status Yellow received OR connected to file server but no channel assigned No Line no phone line detected no connection to PBX check wiring digital extensions only refer to Troubleshooting Guide on Installation CD Upgrades to Digikoice have been applied Contact Davacord Inc Exceeded total licensed users If additional licenses are Olive Drab needed contact Davacord Inc nm ee Recording tried to start but failed contact your System 16 Administrator Users without Record on Demand_ privileges see the plain red icon even if there are not enough concurrent licenses or if the license has expired This prevents the user from knowing whether or not the call is actually being recorded Users with Record on Demand see the red icon with a cross out bar that indicates there are not enough concurrent licenses OR the license is expired On systems equipped with an expiring license feature authorized users can continue to search for and play existing recordings after a license expires but NO new recordings are created NOTE On VolP systems the icon turns red when a connection is made On
26. n this machine an audible alert is sounded and a visual indication appears on the system tray icon when you log in If you select Alerts while in Full View during an active alert a window opens with details about the alert s Each active alert is assigned a code that defines the type of alert the server where the alert was generated the date and time of the alert and a message that may contain additional information about the alert TI AT localhos l 1 24 2005 2 25 42 Phi Data Server 1 72 20 2147 Primary Drive Sto rage Maximum Reached Clear Alert The code indicated in the Alerts window is defined below gt A ae See Chere aaa eae Pat Thy a nh he E gt a 1 i ids k i L l T 1 k b i bE siie Belt le a mh A Os a r m g E h m T4 p gt Y 1 p 1 F k wr LEL be E FLEE The network connection to the Computer Telephony Integration Host has failed 10 Clear Alerts To clear an alert while in Full View during an active alert select Alerts idle Flag olor Code Turn Off Recorder Generate Tracking Humber silence Alert dd Account Into Alerts Add Hote Custam Fields Data Serer 1 72 20 217 Friman Drive Storage Masinurn F A window opens with details about the alert s Each active alert is assigned a code that defines the type of alert the server where the alert was generated the date and time of the alert and a mes
27. nel Status Always Record Never Record CAUTION Even if the default channel status is set to always record it is possible that a call someone wants to be recorded may not be IF the channel recording is set to random inOnViews Remove the checkmark from the Enabled box under Change Back to Default Status After See example B below Change Back To Default Status After f End of Call Es f Minutes If users will be allowed to use hot keys to start stop recording activity configure the hot keys as described in the hot keys section EXAMPLE A If a channel is turned off irOnViews recording begins automatically wherOnviCord Agent is launched if 63 the channel is set to Always Record in OnviCord Agent even if there is no actual activity Users must then manually stop the recording process EXAMPLE B Settings in Change Back to Default Status automatically override Record on Demand functions If Mary s channel is set to Never Record but she checks the box to change her channel back to default status after five minutes she can start recording manually or by pressing a designated hot key But after five minutes the system stops recording and reverts to the default status Never Record even if the call continues Administrators Free Agent Setup In organizations where an employee sits at the same desk every day system administrators typically assign each employee to a channel so that
28. on with the first it does NOT mean a second key to be used alone as an alternate way to start stop recording r Client Device Keyboard Control Record start stop Enabled Stark FirstRey SecondKkey Capture FirstKey SecondKey When finished configuring start stop keys on this tab click Apply to apply the changes and leave the Settings menu open OR press OK to apply the changes and close the Settings window CAUTION If a channel is set to Client Device inOnViews you must configure Client Device Keyboard Control keys to start stop recording in OnviCord Agent Users onany machine set to Client Device must use the recording start stop keys Configuring the keys on any Client Device machine will apply the settings to all Client Device machines Read more about configuring these keys in the OnViews user s guide EXAMPLE John wants to configureF6 and F7 as Start keys so that either key will start the recording process He also wants to configure F8 and F9 as Stop keys so that either key will stop the recording process Using the method described in this section John clicks the Capture key in the On or Start section depending on whether he is configuring Hot Keys and or Client Device keyboard control He then enters F6 on his keyboard When asked if a second key is required he selects No John repeats the process to set up F7 John now clicks the Capture key in the Off or Stop section depending on whether he is con
29. ontrol section only a user with Record on Demand privileges who is logged in on that machine as the same Windows user can utilize those hot keys Certain hot keys may not work with other applications running Experiment with keys to make sure they start stop recording with software applications you regularly use EXAMPLE Mary set up the letterA to turn a channel ON and CTRL gt A to turn a channel OFF She later set up the lettds to turn a channel ON and lt CTRL gt B to turn a channel OFF Once configured hot key combinations are interchangeable Mary can now turn the channel on using A and turn the channel off using lt CTRL gt B In other words any key or key combination configured to turn a channel on will turn the channel on and any key or key combination configured to turn a channel off will turn the channel off ie NOTE When configuring hot keys as described in this section or client device start stop as described in the next section the zero 0 on the numeric keypad is considered a different keystroke than the zero 0 above the letters on your keyboard In order to use e therto start or stop recording you must enter each key for the sequence 46 Client Device if applicable Follow the same steps as described in the Hot Keys section on the Record on Demand tab_to configure Client Device Keyboard Controls to start stop recording When asked if a second key is required remember that second key means a second used in conjuncti
30. other systems the icon turns red as soon as a user picks up the extension Depending on the privileges of the user you are logged in as you might also see a symbol that indicates the current state of the recording server s and data server Two of the symbols represent an error associated with a specific server Exclamation point data server Cross out bar recording server A third symbol indicates an attempt to license or an undetermined state 17 Left Click Menu Left click on the system tray icon to add account information generate a unique tracking number add a note flag a recording designate a color code and or add custom field information to a recording These functions can be performed while a recording is in progress lf the call ends before the function is executed it can be added to the previous recording IFa new recording has not begun Add Account Info Generate Tracking Number Add Mote Flag Color Code Custom Fields Turn OFF Recorder Users with Record on Demand privileges can also turn on off the recorder from this menu 18 Add Account Information Adding account information to a recording makes finding the call easy when doing a search Depending on the settings configured by your system administrator you may may not have a drop down account list To add account information left click on the OnviCord Agent icon in your system tray and select Add Account Info while
31. out being prompted for a User ID or password On the right side of the General tab screen place a checkmark in the Full View Only box to automatically launch OnviCord Agent in Full View mode without a system tray icon for any user on this machine Read the Full View section to be sure you understand how Full View differs when you do not have a system tray icon M System Tray loon Full view Only Mo System Tray con Additionally place a checkmark next to Admin Manage Access Only if a user must have Admin privileges to change which data server to access when logging in on this machine A checkmark in here limits data server changes at login to a system administrator default admin user Data Server Changes at Login Admin Manage Access Only Finally use the text box to set the default data server host name or IP address of the current database server for any user logging in on this machine Default Data Server vlserver Enter your choices on this tab and click Apply to apply the changes and leave the Settings menu open OR press OK to apply the changes and close the Settings window 40 Record on Demand Your OnviCord system administrator determines whether you have access to any all Record on Demand features Your screen may appear different than the one shown User Record on Demand Channel onoff Default Channel Status gt _ sx Hot Kep Control f Always Record Never Record Enabled
32. rch criteria and quickly locate recordings containing custom field data To add custom field information to a recording right click on the OnviCord Agent icon in your system tray and select Custom Fields The custom field window opens to display a list of custom field options Custom fields are configured by your system administrator The type of custom field you choose to associate with a recording may be one in which you must add free form text If so click Add Text next to that option When the text box opens enter the text applicable to this recording and click OK lf the custom field you select indicates you must make a choice pertaining to the custom field click the drop down arrow to reveal the choices Select the appropriate one and click OK Custom Fields Start Recording 12 14 2005 16 06 34 Stop Recording 12 14 2005 16 06 45 Call Resolution Add Text Call Type en To add custom field information in Full View mode click the Custom Fields button OnviCord Agent eno eng aprilb gt veror if Tum Off Recorder Generate Tracking Number Add Account Info Add Hote Custom Fields 26 Authorized users can adjust Settings so OnviCord Agent automatically opens a custom field prompt 2 Turn On Off Recorder Your system administrator may authorize you to turn your recorder on off when you choose sometimes know as Record on Demand If you have this privilege left click
33. recommended if space is a primary concern W Enable Default Sustern wide Settings Frame Rate i frames i seconds Color Uption f Grayscale Color Wrap up Time jo seconds Use the drop down box to select which video CODEC to use if the option is available You will not see the option unless you install 53 a CODEC in addition to what is provided with OnviCord s software Finally use the up down arrows or enter a number to indicate the desired wrap up time between 0 1800 seconds Wrap up time is the duration that screen capture continues after a recording ends to allow an agent time to conclude all functions pertaining toa recording Add Note Flag Recording etc During the wrap up time screen capture continues to record all follow up activities such as documenting or taking other specific actions based on the results of the call even thought the audio portion of the call has ended W Enable Default System wide Settings Frame Rate 1 frames i seconds Color Uption f Grayscale Color Wrap up Time seconds CAUTION When configuring wrap up time consider existing Flex Recording settings inOnViews For example Mary sets a channel to allow 60 seconds of wrap up time but sets that same channel for full time audio recording screen capture If a new call comes in during the 60 second wrap up time for a previous call screen capture STOPS for the completed call and STARTS for the new call A
34. rk in the current user column next to account info automatically triggers the Add Account Info screen pop every time a recording begins on this machine Current User Account Info Note Color Code Tracking Number Custom Fields Auto close screen pop dialog after recording __ NOTE On Windows 98 the current user any user on this machin therwise current user the user who logs in and changes this setting On any machine set to Free Agent Mode an All Users column appears to the right of the Current User column but only users with Windows administrator privileges and appropriate privileges granted in Manager may select the All Users column which sets the option for all users on this machine If more than one screen pop option is selected they appear simultaneously when the recording begins For example if the account information and the tracking number screen pops are both enabled they will appear in one window Screen Pop Start Recording 12 16 2005 13 10 42 Stop Recording in progress 58 4ccount Information Tracking Number Generated 4aFF548924 rea When one or more screen pop options are selected you may also choose whether or not to close the screen pop dialog when a recording ends To do so check the auto close box Current User Account Info Pi Note Color Code iz Tracking Number Custom Fields r Auto close screen pop dialog after recording 59 Launch Ot
35. sage that may contain additional information about the alert Click here to view a list of alert codes To clear an alert select it from the list and click Clear Alert A selected alert turns blue when you click on it This does NOT remedy the cause of the alert Alerts X 44 155 Phi eng peiy 2 20 Tet Station Line Disconnect physical 1 5 logical 15 2 eng facl A022004 41155 PM eng prtili 72 201 173 Station Line Disconnect physical 16 logical 16 amp localhost 10f229004 4 12 05 Phi eng peili 72 20 1 171 Primary Drive Storaqe Maximum Reached 11 Clear Alert f Clear This Alert Only Clear All Like Alert Codes on This Server C Clear All Like Alert Codes on All Servers en To close the Alerts window click Close 12 Silence Alert To silence an alert click Silence Alert while in Full View This does NOT remedy the cause of the alert Turn OFF Recorder Silence Alert dd cca Alerts Sdd Note Eustam Alelds Data Serer 72 20 21 7 Primary Onve Storage Maximum F To determine the cause of the alert see the section titled Alert Codes To clear an alert see the section titled Clear Alerts 13 View Alerts To view more information about the active alert s click Alerts while in Full View olor Eade Tum Off Recorder Generate Tracking Humber Silence Alert Add Secount inho a sci we Custom elds Data Server 172 20 2 17 Priman Dr
36. st displays only unassigned channels If users are required to log in before using OnviCord Agent check the Force Login box Click OK MW Enabled i Force Login Channel 5 A new message window opens to indicate you must log out of OnviCord Agent which saves your change and log back in again for Free Agent Seating to become effective Click OK This logs you out of OnviCord Agent OnviCord Agent Free Agent Seating changes can take affect T You will be Forced to exit OnyviCord Agent so the Press OK to save changes and exit or Press Cancel to cancel changes cancel Once Free Agent Seating with Force Login is enabled users can no longer right click the OnviCord Agent system tray icon and select Exit Instead that option is replaced with Logout About Onvicord Agent Users Manual Full view 50 Login as Different User Change Password Settings Onvicord Web Onv viCcord Monitor Read more about Free Agent Seating and Force Login in the Free Agent Setup section to be sure you understand how these features work before enabling them 51 Screen Capture This section only applies to those systems with screen capture NOTE When screen capture is first enabled on a machine a message indicates that drivers must be installed For users with Windows XP operating system and Service Pack 2 read the Screen Capture Drivers section and follow the procedure there BEFORE enablin
37. t of OnviCord Agent which saves your change and log back in again for Hot Key enabling to become effective Click OK active gent You will need to sawe your changes and restart active 4gent before using the key capture Functionality For setting hot keys Now hit OK in the bottom right corner of the Record on Demand tab to save your changes When the next dialogue box opens hit OK This logs you out of OnviCord Agent active Agent You will be Forced to exit active 4gent so the Hot Key changes can take affect Press OK to save changes and exit or Press Cancel to cancel changes concel_ Log into OnviCord Agent Right click on the OnviCord Agent icon in your system tray Select Settings and select the Record on Demand tab With Hot Key Controls enabled click Capture in the On section Hot Kep Control W Enabled Capture Second Key lt CTRL F5 lt CTRL F4 At the prompt enter a keystroke on your keyboard or combination of simultaneous keystrokes that users will select to turn the channel on Click OK Capture Record on Demand Key Fress Key and then click on OK Key Selected Cancel When asked if a second key is required select Yes No or Cancel Second key means a key used in conjunction with the first it does NOT mean a second key to be used alone as an alternate way to start recording active Agent 2 Is a second key required Ves No Cancel
38. tically opens a note prompt 22 Flag Recording A flag is simply an earmark that makes a recording easy to find later when performing a search or when viewing recent recordings To flag a recording left click on the OnviCord Agent icon in your system tray and select Flag from the menu while a recording is in progress A checkmark immediately appears in the system tray icon to indicate the recording is flagged When OnviCord Agent is in Full View mode simply click the Flag button OnviCord Agent eno eng aprilb gt veronicaa e ES Recording Flag Color Code Add Account Info Recording Mode ON 23 Color Code This unique feature allows authorized users to define color codes that can be applied to recordings To assign a color code if applicable to a recording left click on your system tray icon and select Color Code To apply a color code while OnviCord Agentis in Full View click Color Code OnviCord Agent eno eng aprilb gt veronicaa i Eo Turn Off Recorder Generate Tracking Number Add Account Into Add Note Custom Fields An Add Color Code window opens with available color codes from which to choose Click the color code you want applied to the current recording then click OK Add Color Code Start Recording 12 14 2005 16 10 40 Stop Recording in progress Hot lead E Answering machine Sold tier 2 product su E Custom
39. unch other OnviCord applications or exit OnviCord Agent Access to OnViews OnviCord Monitor and OnviCord Web depend on the privileges assigned by your system administrator About Onvicord Agent Users Manual Full view Login as Different User Change Password Settings Onvicord Web Onv viCcord Monitor Exit 30 About OnviCord Agent Right click and select About OnviCord Agent to see what version of the product you are using You will also find a link to the OnviSource web site About OnviCord Agent x OnviCord By OnviSource Onvilord Agent Version 5 7 0 0 Copyright 2006 Onvisource DE http w OFvISOUNCe COM 31 User s Manual Right click and select User s Manual to learn about the many OnviCord Agent features HINT To launch the User s Manual without running OnviCord Agent select Start gt Programs gt OnviSource from your desktop and select the appropriate user s guide 32 Full View Full View displays your current recording status and allows you to perform the same tasks as the left click menu To open Full View right click on the OnviCord Agent icon in your system tray and select Full View Of simply double click the system tray icon In Full View mode you will see the name of the database server you are connected to and your user name 5 x Turn Off Recorder Generate Tracking Number Add Account Info Add Note OnviCord Agent
40. viCord Agent automatically opens a tracking number prompt 21 Add Note Adding a note to a recording affixes text to the call Each word in your text becomes a searchable keyword later in OnviCord Web making the recording easy to find later in a search To add a note left click on the system tray icon select Add Note and enter text applicable to this recording Place a checkmark in the Private box if you wish to make the note private and click OK Access to private notes is granted by your system administrator Start Recording 12 14 2005 14 50 53 Stop Recording 12 14 2005 14 50 59 Spoke to Dan Davis at Brown s about Level 1 support He will check with business manager and call back after first of month Set as Private Cancel Your user name and the current date time are stamped onto the new note to indicate you are the author and the information becomes part of the Recording History in OnviCord Web EXAMPLE Sometimes Mary s customers are interested in a product but ask her to call at a later date Mary adds notes to such recordings as a reminder to follow up Later she uses OnviCord Web to search for only her recordings with notes that contain certain dates EXAMPLE Bill is a call center manager who trains new employees After reviewing calls with trainees he can adda private note before e mailing the recording to the Human Resources department Authorized users can also adjust Settings so OnviCord Agent automa
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