OnviCord Monitor User`s Guide Version 5
Contents
1. a channel selection tool and stereo like buttons Fae Menu Bar The menu bar consists of three choices Settings View and Help E OnviCord Monitor Settings View Help fn Current Channel Status Area This area allows a user to start stop remote live monitoring of the current user or channel shown in the long white box monitor a different user or channel attach a note designate a user defined color code and or flag a recording lw Mute Stereo like Buttons seek scan and previous next channel buttons allow you to select which users s and or channel s to monitor OnviCord Monitor Settings View Help lf Mute II ci Menu Bar From the Menu Bar select Settings View or Help 7 OnviCord Monitor Settings view Help fn Settings Use the Menu Bar to select Settings OnviCord Monitor Settings View Help n Settings launches a box for setting a user s scan hold time When set to scan channels for activity the scan hold time represents the number of seconds 5 60 that your system stays on a channel once it finds one with activity before advancing to the next active channel To modify the number of seconds enter your preferred scan hold time by typing a number in the box or using the up down buttons to increase decrease the number of seconds Click OK Scan Hold Time E 4 Seconds Show Your Chann2. mute box to quit monitoring a recording The checkmark and the cross out bar over the speaker indicate you are no longer monitoring the live recording Uncheck the mute box to begin live monitoring again OnviCord Monitor Settings view Help M Mute Hess Rita 15 For systems with screen capture where a recording is being live monitored an additional icon a computer monitor appears to indicate that screen capture is also taking place on the call Click on the icon unless it is dimmed to launch the video monitor Onvilord Monitor Settings View Help Hess Rita You may briefly see a black screen that indicates video monitoring is about to begin followed by the launch of the video monitor window showing the entire screen of the user whose recording you are monitoring Seek scan and previous next channel arrows all work while the screen is up and the actual video monitor screen can be moved and re sized during video monitoring Check the mute box to quit live monitoring the screen capture or uncheck the mute box to begin live monitoring again 16 Attach a Note Notes provide a way for authorized users to attach text to a recording during or after the recording Click the Note button first icon in the current channel status area enter text in the box set the note as Public or Private and click OK The user adding the note and the current date time are stamped onto the new note and it becomes p
3. 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 19 Flag a Recording Click the Flag button third icon to flag the recording you are monitoring or just finished monitoring E OnviCord Monitor Rita When you flag a call a checkmark appears in the square icon This flags the call in the database making it much easier to locate later 20 QUESTION What if flag a call by mistake bF ANSWER After the recording is finished locate it using Recent Recordings or Search in OnviCord Web On the results page click the Flag column associated with that recording and select Remove Flag 21 Stereo like Buttons seek scan and previous next channel buttons perform much the same as many car stereos for locating radio stations E OnviCord Monitor Settings view Help K H E Mute Hess Rita 22 Seek The first set of seek buttons seeks previous left and next right users and or channels you are authorized to monitor As you seek user and or channel names numbers flash in the long white box Whether you see users channels or both depends on your View Onyvilord Monitor Hess Rita T When seeking in either direction OnviCord Monit
4. OnviSource Connecting People to Business OnviCord Monitor 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 Monitor enables supervisors or other authorized users to monitor live voice and screen activities in progress for quality assurance training or evaluation from virtually any location fn 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 OnviSource 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 to OnviCord Monitor from OnviCord Agent right click the OnviCord Agent icon in your system tray and select OnviCord Monitor from the menu About Onvicord Agent Users Manual Full wiew Login as Different User Change Password Settings Onvicord Web Onv viCord Monitor Exit Main Window The main window for OnviCord Monitor consists of a menu bar current channel status area including
5. a recording The color of the square above the mute checkbox indicates the status of the channel or user shown OnviCord Monitor Settings view Help Iw Mute Hess Rita The following table describes each icon and its meaning Channel Status Icon Color Key Light Green Idle ready to record ee a Pe St O Red with Recording current recording will be flagged Checkmark fa Red with iid a a aa a i H recording contact a Davacord sales representative OR Cross Out Bar EEA Sai license expired Light Grey Off no recording will take place m Yellow Connected to recording server but no recording status received OR connected to file server but no channel w m ra Fram doll 14 AS53511 No phone line detected connection to PBX lost Check wiring digital extensions only refer to Troubleshooting Guide on Installation CD Peme Incompatible version of software Black Exceeded total licensed users Olive Drab 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 Recording tried to start but failed contact your System Administrator On a channel with recording activity a red icon the speaker symbol indicates you are currently monitoring the live call OnviCord Monitor Settings View Help Hess Rita Place a checkmark in the
6. art of the recording history in OnviCord Web OnviCord Monitor Rita Access to Private notes is granted by your system administrator Great call Set as Private Snel 17 Color Codes This unique feature allows authorized users to define color codes that can be applied to recordings Color codes are configured in OnviCord Web To apply an existing color code if applicable in your organization click the color code button second icon 7 OnviCord Monitor Settings view Help IY Mute Rita Select the color code you want applied Color Code LI None E Hot lead Red fl Answering machine Sold tier 2 product su When applying a color code the colored square in the current channel status area_ does not change There is no visible indication in OnviCord Monitor that the recording has been color coded 18 OnviCord Monitor Settings View Help Eia W Mute z Even if a recording has ended you can add an additional color code if no subsequent recording has started QUESTION What if forget to designate a color code before the call ends ANSWER Even if a recording has ended you can add a Color Code if no subsequent recording has started by clicking the Color Code icon 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
7. el User Always on Top rea Your OnviCord system administrator determines which channels you have permission to monitor To include your own channel in the list of available ones to monitor if this option is available place a checkmark next to Show Your Channel User Put a checkmark next to always on top if you want the OnviCord Monitor window to remain on top of other applications you are running When this option is selected you can close the OnviCord Monitor window at any time by clicking the X in the upper right corner View When OnviCord Monitor is launched from OnViews the application defaults to the same view sort order being used in OnViews For example if you are viewing users by Last Name First Name in OnViews when you launch OnviCord Monitor from within OnViews then OnviCord Monitor will default to the Last Name First Name view To choose between views select View from the Menu Bar Onvilord Monitor Settings View Help lw Mute n Now select users channels servers or a user defined custom view configured in OnViews YJE X yt se Channels Servers Custom Sort To change the sort order for a category users channels etc select the category Then select View and Sort Only applicable sort criteria is shown user sort options when viewing users channel sort options when viewing channels etc All views automatically default to the first item in that category use
8. k the Mute box to quit live monitoring Press the note icon if you want to attach a note press the color code icon to apply a color code and or press the flag icon to flag a recording in progress Once the scan Hold Time you selected in settings has elapsed OnviCord Monitor begins scanning for the next active channel Press the scan button again to stop start the scan action 24 Previous Next Channel Click the previous or next buttons on the far right to move incrementally to the previous user channel left arrow or next user channel right arrow you are authorized to monitor OnviCord Monitor When stopped on a channel with recording activity uncheck the Mute box to begin live monitoring or check the Mute box to quit live monitoring Press the note icon to attach a note press the color code icon to apply a color code and or press the flag icon to flag a recording in progress Press the previous or next button again to stop start the action HINT To seek or scan channels without live monitoring each active channel puta checkmark in the Mute box Seek or scan as described above With this method you will not begin hearing an active recording until you uncheck the Mute box 20 Channel Selection Tool You can seek or scan channels for activity or you can select one to monitor using the drop down box F Lp Whether you see users channels or a custom view when the drop down box opens will depend on your view
9. nels for which you have permission to access User channel combinations are listed as follows users alphabetically labeled channels alphabetically channels numerically if not labeled The seek and scan buttons and the drop down box operate the same as if viewing just users or just channels Onvilord Monitor Settings View Help 11 E 22214 Monk Larsa Parker Lani 7 Smither Chere Smith Jason Willams Ann Wright Sarah Regardless of which view you choose you can arrange the sort order by channel labels or numbers in channel view user last name first name or login ID in user view or to show users before channels in a custom view that combines both users and channels Channel Labels Channel Numbers Last Mame First Mame Login ID Users before Channels 12 Help Click help from the menu bar to see what version of OnviCord Monitor you are running and to access this User s Manual E OnviCord Monitor Settings View Help M Mute 4 Hess Rita Help About Onvicord Monitor User s Manual Selecting Start gt Programs gt OnviSource from your desktop also allows you to open the OnviCord Monitor User s Guide 13 Current Channel Status Area This area allows a user to start stop remote live monitoring of the current user or channel shown in the long white box monitor a different user or channel attach a note designate a user defined color code and or flag
10. or continuously moves through channels and or users until it finds one with activity that is being recorded It then stops and remains there even after the recording is finished You will know where OnviCord Monitor found activity and stopped because the user name or channel label will appear in the current channel status area When active Monitor stops on a user or channel with activity uncheck the Mute box to begin live monitoring or check the Mute box to quit live monitoring Press the note icon if you want to attach a note press the color code icon to apply a color code and or press the flag icon to flag a recording in progress Press one of the seek buttons again to start stop the seek action 23 Scan This button scans users and or channels you are authorized to view until it finds one with activity As you scan user and or channel names numbers flash in the long white box Whether you see users channels or both depends on your view settings OnviCord Monitor Hess Rita Em When scanning OnviCord Monitor continuously moves through channels until it finds one that is actively recording It then stops on the active channel for the number of seconds you designate in settings You will Know where OnviCord Monitor found activity and stopped because the user name or channel label appear in the current channel status area When OnviCord Monitor stops on an active channel uncheck the Mute box to begin live monitoring or chec
11. r channel server or a custom setting that you have access to view Channel Labels Channel Numbers w Last Mame First Mame Login ID Users before Channels In user view you can seek or scan by user name OR use the drop down box to select a specific user to monitor Users are listed by default alphabetically by last name and only users you are authorized to monitor are displayed Even if a user is logged out or idle you can monitor the channel When the user logs in and starts recording you will hear it 7 Onvilord Monitor Hickman Glenda Hooper Wlar Jacobs John Johnson Mark Larson Bonnie Monk Larisa Parker Lani Smither Cherie Smith Jason Williams Ann In channel view you can seek or scan by channel OR use the drop down box to select a specific channel to monitor Channels you are authorized to view are listed by label alphabetically if assigned a label then numerically for channels without labels Even if there is no current activity on a channel you can monitor it When a recording begins you will hear it 10 OnvilCord Monitor In Server View if applicable you can view channels on one server or all servers Only servers you have access to appear under this selection Select Custom View configured in OnViews and select the one you wish to use VIEW Users Channels Servers w East Coast west Coast With custom views it is possible to view any combination of users chan
12. setting 26 Seek The first set of seek buttons seeks previous left and next right users and or channels you are authorized to monitor As you seek user and or channel names numbers flash in the long white box Whether you see users channels or both depends on your View i Lp When seeking in either direction OnviCord Monitor continuously moves through channels and or users until it finds one with activity that is being recorded It then stops and remains there even after the recording is finished You will know where OnviCord Monitor found activity and stopped because the user name or channel label will appear in the current channel status area When OnviCord Monitor stops on a user or channel with activity uncheck the Mute box to begin live monitoring or check the Mute box to quit live monitoring Press the note icon if you want to attach a note press the color code icon to apply a color code and or press the flag icon to flag a recording in progress Press one of the seek buttons again to start stop the seek action 2
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