User`s Guide Version 6.1.0
Contents
1. e A Ub OnviSource Connecting People to Business 9 OnView User s Guide Version 6 1 0 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 Table of Contents GEREN GESt anc arar dencia bronco 1 Briet EE 2 ustieche Nee HEEN 3 MENUDO EE 4 Be en eres Sie ere ne Ae Se ee ee ren ree ee re ree rene er Tr 4 LOGIN aS Different TEE 4 EH ee eer en ee ee Ce Te ee ne nee eee dee 4 ET 5 Chanel Status ee EE 5 ANECA eee Tt te ii radio ua 6 PP A 7 DOM AE A 7 ENEE EE Ee Ehe 10 RI EE 11 e EE 12 USO A o om a aa aaee o a a 15 ROCHE TEE 15 BEEN E ra EAS 16 Masacre eon E A EEE T E E A TET 16 SCHU 17 ale laten Ted e TEE TEE 17 hele Seren ty eee eee terre ee ee eee eee eee E eee err ere Te ree 18 Alert Cont qua EE 18 AER SUTIN EE 18 Sun SOC MOS cta A a 20 E EE ES E ee EE 22 Alert Code Descriptions EE 23 Stent CONIU CON eege ENEE 24 RECOTAINO SELINO EE 24 Beete te CONC EE 25 REGOPGING QUA id A AA UA 29 COMDFESSION LOVE Fa ENEE 30 Automatic Gain Control AGC BEE 31 o AA a an E rE E T antesoen ieee eee eet 31 ig tele belge elei Parrot al ET ER FEXR OLUD eebe ra 33 EH EE ele EE Ee 40 Data Server ACTIONS EE 41 BECD TONG Serenidad e E 45 ale Eer e DEE 47 ODIO gegen See E EE AAA 48 UV tele EE 49 BEE 49 FEV TZ ug EE 50 VE ge RE EE EE 51 SL le G2. Channels 1 and 3 have labels so they display both the channel number and the label These four channels are sorted by channel label so they appear in alphabetical order if labeled followed by numerical order if not labeled y J es TH April s Ext r 3 Bryan s Ext i NOTE Multiple channel view windows or combinations of user channel server agent windows can be opened within OnViews For more information see the Window section A toolbar with shortcuts appears below the menu bar QC Onv iews File Status Views Window Help All Users All Agents In Channel View right click on a channel icon to launch OnviCord Monitor Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page9 Servers To view current channel activity on a particular server select Status Views gt Channel Status Views Select the server for which you want to view activity ENO ENG APRILB E NOTE You can only view channels you have been granted access to by your OnviCord system administrator Status dear Channel Status views po Viewing all channels on a particular server displays all channels that you are authorized to view on the chosen server with an icon representing each channel The icon color and accompanying text denote each channel s current recording status For more information on icon meanings see the con key he
3. Use Automatic AGC Gain Control Threshold AGC decibels d STANDARD 52 AGC Target decibels Compression Channel Label Level STANDARD 52 STANDARD 52 STANDARD 52 AA a oe ee ae ae a oe Selecting None applies no compression at all This provides the best sound quality but can severely hinder remote live monitoring performance It requires a large amount of storage space providing only 18 hours per Gigabyte of space It plays on any computer capable of playing wav files that are 16 bit 8 KHz PCM Low applies only a slight amount of compression Sound quality is still extremely good but it can hinder remote live monitoring performance and requires a large amount of storage space The Low setting is a reasonable compromise when high sound quality is especially important but no compression uses too much storage space It provides 74 hours per Gigabyte of space and plays on most computers running WindowsTM High provides a sound quality as good as standard but the file size is much smaller It provides for very good remote live monitoring performance but puts twice as much load on the recording server Having too many channels on this setting significantly reduces the performance of your recording server Setting all channels at this compression level essentially cuts in half the maximum number of simultaneous recordings possible on the recording server It provides approximately 280 hours per Gigabyte of space
4. Using the default settings the system must detect noise louder than 52 decibels to start recording After five 5 seconds of silence the recording will stop VOX Stop Delay on Parrot analog and digital channels are per channel and cannot be set system wide NOTE Parrot analog threshold range is 5 1500mV with a 5 second stop delay default On Parrot digital the stop delay default is 5 seconds with no threshold setting Changes to stop delay and threshold are per channel WARNING A long stop delay setting on busy phones is not recommended as it may tie two unrelated recordings together Systems with at least one Pika or Parrot card who use the VOX setting may also set a lead in time default 0 to cache that segment of time at the beginning of each call and append it to the recording Encrypt stop Delay Threshold VO only Recordings records VOR anly Channel Label Stark Stop Method YOS only milliseconde f PI je 2 32 10 D 3 3 standard Loop FE sl d VOX default levels work well for most customers but you may need to raise the threshold level in a very noisy environment If you consistently have unwanted recordings or some channels aren t recorded experiment with the settings until you find what works for you If you use a predictive dialer where agent phones are always hot and your system uses a sequence code to indicate the beginning and ending of a call e g 7 to begin and 9 to end you ca
5. considered background noise and will not be amplified amplified recordings will try to achieve a volume level of 15 decibels These settings work well for most customers but system administrators may want to experiment with AGC settings in noisy environments To change the AGC remove the checkmark from the AGC column When the Fixed Gain box appears use the arrows to select a different setting OR double click to manually enter a number Hit enter to set fixed gain for the next channel OR use the tab key to move to the next column for this channel VoIP VoIP customers will also see a J itter Buffer column The default setting is adequate for most customers but can be increased if you experience garbled audio usually the result of network congestion Parrot Analog AGC Systems containing Parrot analog or Parrot analog beep tone cards using Automatic Gain Control leaving the box checked make adjustments in a different manner Recovery Speed dB sec available settings are 7 15 30 or 60 with a default setting of 60 Maximum Dynamic Range dB defaults to 30 but can be set anywhere from 0 to 30 in increments of 2 0 2 4 6 etc Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page31 Parrot Digital or Parrot T1 E1 Systems containing Parrot digital or Parrot T1 E1 cards using Automatic Gain Control unchecking the AGC box make adjustments using the arrows or entering a number in the Fixed Gain ear and Fix
6. Alarm Ringing 5 Inbound 0 InHot 0 Patches 0 Dialout 0 Standby On Hold o Help Toolbar Shortcut A toolbar shortcut appears beneath the Menu Bar E Fle Status Views Tools The toolbar shortcut functions are identical to those in the Status Views option on the Menu Bar AN SEIS All Agents All Channels The toolbar shortcuts serve as a quick way to access the users channels agents or servers for which you are authorized Use the drop down arrow beside the icon to select the desired view Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel7 Tools From the Menu Bar select Tools to access Gert Configuration e Alert Configuration e System Configuration Systen Configuration e Options Options Alert Configuration To configure alerts select Tools gt Alert Configuration from the menu bar Alert Configuration enables authorized users to determine what events trigger an alert the type of alert sent and who receives it by configuring Alert Settings Email Settings Pager Settings Alert Settings Alert Configuration On the Alert Settings tab place a F checkmark in the e mail pager Es and or server beep box to indicate ee poe E the type of alert sent E mail Database Query or Connection Failure T Ei ar Pager and or Server Beep for Die fest te Pale GEI LE dB
7. FB Standard Loop PB Standard Loop PBs Standard Loop FE In certain circumstances such as if you are recording a dispatch radio you should select Voice Activation VOX VOX is also used if your system is set up to tap on the handset of your digital telephone To select VOX Tones DTMF Client Device or CTI Host Device click the Start Stop box for the channel Use the arrow to open your options box and click the one appropriate for the channel Channel Label Stark Stop Method a GC a 1 Standard Loop PEX w F 12 ENTE E E Voice Activation MOs 3 Tones DO TMF i Client Device 4 samaa COD foe i F NOTE If licensed for Concerto you will also see CTI Loop Mix This option defaults to Loop unless a login is triggered on the predictive dialer At that point it goes into CTI mode until a logout occurs Once you select VOX for a channel additional boxes appear on the right where you must set Stop Delay and Threshold Note that the stop delay and threshold settings are dimmed and unavailable for the channels set to Standard Loop PBX as they do not apply Channel Label Stark Stop Method SE SE GE vie only seconds milliseconds 1 Ai de JU gt 2 a 3 Standard Loop C Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page26 On VOX use the default Stop Delay 5 seconds and Threshold 52 Decibels settings or manually enter your own settings
8. and Recording Screen Capturing Screen Capture Failed No Screen Capture License A D be Les A E User idle User on phone Screen capture occurring Screen capture failed licensed for screen capture and user recording but screen capture failed No screen capture license available for user Additionally talk modes are on hook talk union voicemail dialing patch represented by what else is shown with the agent icon Account and page of account Patch count green Hold count blue No more than 9 total Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page62 Compression Details for Telephony Voice Audio Recording OnviCord provides five compression level settings on the Recording Quality tab in System Administration Details for each settings are as follows None PCM 8 000 kHz 16 Bit Mono 8000 16 bit samples per second PCM wav files 16 bit 8 KHz PCM Best quality possible for telephony voice audio This is the format provided by the telephony cards 128000 bits per second 125 Kbps The PCM 8 000 kHz 16 Bit Mono audio stream is fed to the Microsoft Audio Compression Manager that performs the compression directly into the format of one of our three other compression levels Low IMA ADPCM 8 000 kHz 4 Bit Mono 32440 average bits per second 31 7 Kbps Approximately 4 1 Standard GSM 6 10 8 000 kHz Mono 13000 average bits per second 12 7 Kbps A
9. each event that will trigger an Primary Drive Storage Mavmum Reached a E CJ alert Events that do not pertain to Tae NS elie Eate EI EI E your system are not shown Your E screen may be different from the Sa one here IMPORTANT NOTE Systems where Storage Alert Settings one or more VolP channels exist on May Primary Orive Percentage Full Before Alert a system will not see some of the above alert types but will see one for VoIP Tap NIC Disconnected or Disabled Pager or E mail Failures Number of Attempts Minutes Between Attempts Reset to Default Values _ Disable Alerts Copyright 2008 OnviSource Inc In the Storage Alert Settings use the slider bar to indicate what percentage of capacity your primary storage drive and backup drive should reach before triggering an alarm Storage Alert Settings Max Primary Drive Percentage Full Before Alert J SEKR In the Pager or E mail Failures section use the slider bar to indicate the number of attempts of each type you want to occur if preceding ones fail to deliver the E mail or page and the number of minutes between each attempt E mail and pager alert recipients are configured in the email settings and pager settings sections Pager or E mail Failures Number of Attempts Minutes Between Attempts SA 4 EXAMPLE If the Primary Storage Drive Maximum Reached is set to trigger an E mail and Pager alert when it reaches 9
10. local Fort 25 From o Address E mails will contain the subject OnviCord Alert or OnviCall Alarm and the E mail body will contain the code see Alert Code Descriptions and specific message text sent to the clients During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings back to the defaults Apply applies the changes without closing the System Configuration menu OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Reset to Default Values Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page21 Pager Settings On the Pager Settings tab enter the pager numbers the system will dial Alert Configuration when an event set to trigger this Alert Settings E mail Settings Pager Settings a Enter pour pager numbers in the spaces provided Use commals type of alarm occurs If the for 1 second pausefs if needed telephone system requires users to For example 95805551212 dial 9 to obtain a dial tone enter a 9 first followed by a comma and the pager number The total number of attempted pages sent to each recipient and the elapsed time between them is based on the information prov
11. the database and the recording will not be saved Note The wildcard character may be used at the beginning andor at the end of a value Display Information Caller Number Dialed Digits To enter information that will prevent recordings from being saved double click in the appropriate section Enter the data and click OK OR hit enter to input another item in the Display Information column Recording Restrictions Values entered here will be used to prevent recordings from being saved Ex Ifa value of 8551 12 12 entered under Dialed Digits then anptime that number ts dialed there will be no entry in the database and the recording will not be saved Note The wildcard character may be used at the beginning andor at the end of a value Display Information Caller Number Dialed Digits Enter Data Enter data Enter data Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page38 e Display is the party s name as displayed on Caller ID OR as displayed on a digital phone display screen e Number is the calling party s phone number For T1 E1 channels number is the calling party s number on PRI only e Dialed is the called party s number To delete items from the Recording Restrictions fields click the item to select it and press the red X in the appropriate section When finished completing the desired recording restrictions click OK to close this menu and return to System Configuration EXAMP
12. 4 is first alphabetically before x101 five 5 is not labeled Displays both channel number and label if applicable and sorted numerically Example 1 x101 and 2 x102 are labeled channels shown before 5 because channel 1 x101 and channel 2 x102 are labeled whereas channel five 5 is not labeled Displays channel number and label if applicable and sorted alphabetically if labeled then numerically if not labeled Example 4 Seat 404 appears first then 1 x101 then 5 because Seat 404 is first alphabetically before x101 five 5 is not labeled OnViews User s Guide Version 6 1 0 Pagel3 The four channels below are set to display channel number and label Channels 1 and 3 have labels so they display both the channel number and the label These four channels are sorted by channel number so they appear in numerical order regardless of whether they are labeled or not The four channels below are set to display channel number and label Channels 1 and 3 have labels so they display both the channel number and the label These four channels are sorted by channel label so they appear in alphabetical order if labeled followed by numerical order if not labeled NOTE Multiple server view windows or combinations of user channel server agent windows can be opened within OnViews For more information see the Window section A toolbar with
13. 63 Menu Bar 2 3 4 5 6 19 20 27 28 33 38 46 47 52 53 61 Message Se Vai 64 Klee 45 ONVICOFA Monitor rss dd 3 10 15 65 OnviCord Web isis 3 51 54 65 66 OPIO EEN 55 Pager SENOS ucia aaa a 2 20 25 Parrot Analog AGC sissies 3 36 Parrot Digital or Parrot T1 E1 3 36 37 Recording Control 2 27 28 33 46 47 52 53 Recording Quality 2 27 33 36 46 47 52 53 71 Recording e ne 21 Scheduled Transfers 3 27 46 47 52 53 Sa ieee aren eee nea gt 2 11 SOET a E 2 8 9 13 14 17 System Configuration ssssssserrerrrrrrrrrrersre 27 De Lei 6 Toolbar nO Clasicas atan 19 Tools2 3 4 20 27 28 33 38 46 47 52 53 55 User Status VIEWS si idence tants ad 6 BEE De 2 3 16 61 MOTO Cala 59 A E E O 3 20 28 36 WINDOW surco oros da 56 Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page64
14. 9 of its total capacity then a total of four 4 pager and four 4 E mail alerts will be sent at 5 minute intervals to each alert recipient simultaneously unless the preceding E mail or page is successfully sent After the four pager and four E mail attempts no more notifications are sent but the alarm remains active if the Server Beep box is checked Alarms remain active until cleared A checkmark in the Server Beep column means an audible alert will be sounded where the service recording data and or video is physically located In some cases the location may be a secluded area where nobody actually hears the warning Network alerts are sent via OnviCord Agent to users who log in and who are designated to receive alerts and have network alerts enabled This means an audible and or visual alert is sounded at any computer where a user authorized to receive network alerts launches OnviCord Agent In the lower right corner of the Alert Settings tab is an option to C Disable Alerts disable alerts If the box is checked no audio visual E mail or pager alert notifications are generated for any reason During or after the configuration process use the following keys at the bottom of the System Configuration screen to perform the described procedure Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel9 Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings b
15. EET 52 O EE 52 WSCRS A EE EE SE EE SE LAUNGA te IEN 55 lee Ee dt 9 SS PPP ee E 56 OVC ege let et EE 57 ONWI CONG Weiss ds 58 Jeu 59 A e 59 WIG CM UIG EE 59 O een EE 60 Compression Details for Telephony Voice Audio Recording cc ceeeeeecsee eset eeeeeeteeneeeeteanenes 63 Getting Started OnViews is a desktop application used to view and or manage OnviSource plug ins and executables Your OnviSource system administrator determines your level of access to applications within OnViews Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel Login Double click the OnViews icon on your desktop to launch the application You may also launch OnViews from the Start menu Orden At the login screen enter the user ID and password provided by your OnViews system administrator as well as the database name to which you are connecting Click Login User Password Database If any information on the login screen is incorrect a red error icon appears to the right of the line containing the error If you see an error at login hover over the icon to see the error description and try again User adb Password seseeese Database localhost Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page2 Application Dashboard When a login is successful OnViews launches and displays icons on the left that indicate the plug ins and executables for which you
16. G Screen capture will NOT work properly if encryption is set on a MA channel C i Users on systems that include Parrot analog set to VOX Parrot TOD MOD digital or Parrot T1 E1 see three additional columns These column settings allow you to capture DTMF digits during a call such as where calls are placed in a queue where a touch tone menu is in place or where an analog VOX system is tapped at the handset The first column DTMF is checked by default on T1 E1 CAS systems and can t be changed Others are unchecked by default but can be enabled by checking the DTMF box DTMF Use Inter digit Detection nter digit Timeout Timeout seconds Iw 15 If the DTMF box is checked place a checkmark in the second column inter digit timeout to set a maximum length of time between dialed digits recorded Use the up down arrow menu in the third column to configure the time in seconds 1 60 between one dialed digit and the next the default is 15 If the second column is unchecked all digits are recorded If checked only the digits dialed at the beginning of a call are recorded To apply some all settings to all channels or to selected channels right click in the box that contains your new settings and make the appropriate selection Stop Tone Sequence DTMF only eee eee eee Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page28 Recording Quality From the Menu Bar select gt Tools gt System C
17. LE A user can prevent any recordings that show 555 1212 as the calling party s phone number from being saved in the database by entering that number in the Caller Number field By also entering it in the Dialed Digits section as the called party s number no calls to or from that number will likely be recorded The Recording Requirements button brings up a similar menu except that if the data for any recording matches the information in the recording requirements section the recording will be saved When configuring recording restrictions and or requirements an asterisk may be used as the wildcard symbol at the beginning and or at the end of a value To delete items from the Recording Requirements fields click the item and press the red X in the appropriate section When finished completing the desired recording requirements click OK to close this menu and return to System Configuration During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings back to the defaults Apply applies the changes without closing the System Configuration menu OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Copyright 2008 OnviSource Inc OnViews User s Gui
18. Limit Y 1095 D aps HINT When configuring settings on this page follow these simple guidelines e You cant delete database entries without deleting audio files e You cant delete audio files without deleting video files e Video files can be deleted any time NOTE The only records that your settings in this section wont get rid of are those marked Delete Disabled in OnviCord Web During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Beep Tone Settings From the Menu Bar select gt Tools System Configuration to access e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page45 This tab used to set beep tone Beep Tone Parameters parameters is seen only on systems with at least one Parrot analog channel The system must be licensed Fitch 040 Hertz for beep tones and the card supported Beep Tones allow teller d EE authorized users to set the pitch volume frequency and duration of the beep tone Depending on your state laws and or your hardware you may need a different type of notification system e g recorded announcement handset beep inserter Telephone an OnviSource sv I Cava service representative if you have os questions about using beep tones with your syst
19. Views You will also see a View Alerte prompt directly below the Menu Bar File Status Views Tools Window Help Ar it View Alerts User View All Users Belay Agent View Display First Name Last Name BA 2 Administrator Rita Hess Russ McNeil User admin successfully logged in To see what is triggering an alert hover your mouse over the red white flashing indicator Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page53 Click on the alert indicator to open an alert details window When viewing the alert details window resize the columns by dragging a column divider to the right or left OR hover your mouse over a column to see all information contained within it The alert details window can be minimized maximized or closed using the icons in the upper right corner it can also be resized by dragging the sides top bottom and or corners Code Server Date Time Message NETWORK DISCON Recording Serer 4 207 23 3 14 2006 1 250 Recording ervell 201 A2 Network Disconnect from Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page54 Launch Plug ins When successfully logged into OnViews icons displayed on the left indicate the plug ins and executables for which you have appropriates licenses and privileges To see the full name of a plug in hover over the icon To launch a plug in click the icon Manager When successfully logged into OnView
20. ack to the defaults Apply applies the changes without closing the System Configuration menu OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Email Settings On the Email Settings tab specify who receives e mail alerts and how they are sent when an event set to trigger this type of alert occurs In the first section enter E mail addresses that will receive the alert E mail addresses do not have to be internal Recipients are notified simultaneously and can be listed in any order How many E mails sent to each recipient and elapsed time between them is set in the Alert Settings section Alert Configuration Enter pour email addresses in the spaces provided For example nametidomain Com SMTP Settings Use Local Host Host i i Fort 25 SE _aprilboyd sbeglobal net Reset to Default Values Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page20 In the bottom section enter the host name and port for your E mail server If sender authentication is required ask your system administrator for a user name and password When selecting Use Local Host the Host name defaults to localhost Enter a valid E mail From Address No password is required when using localhost If using localhost SMTP services must be installed on all recording services SMTP Settings Use Local Host Host
21. al H Length Recording OLITE seconds Length WORKHOU Se 1 ProrT aera When you change the option to Work Hours a new column will appear to allow you to set the work hours Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page34 Click on Set and add or remove the check mark next to each shift and indicate the start stop times to record the channel Place a checkmark in the boxes for days of the week to record and click OK Work Hours Start Time Stop Time i First Shift Second Shift 4 05 00 PM CT ThidShit ogo0PM 2 10 00 PM Days of Week to Record Sunday Thursday Monday Friday Tuesday Saturday Wednesday As an indicator that work hours are set for a channel the Flex Recording screen displays Edit in the Work Hours column The word Set means that work hours have not been configured for a channel vere Min Rec Use hax Channel Label Channel Control Er Length Recording seconds Length 1 WORKHOU ze edit EI D OFF Cl 1 a E 3 DFF v 1 EI 4 OFF e Se F To set a minimum recording length for a channel 0 60 seconds click the Min Rec Length seconds box and use the arrows to increase or decrease the call length OR double click to manually enter a number Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page35 Select enter to go
22. and plays on most computers running WindowsTM To select a compression level other than Standard for a specific channel click the Compression Level box for that channel Use the drop down arrow to view your choices and make a selection WARNING Compression impacts storage capacity and server performance For more information review Compression Details for Telephony Voice Audio Recording Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page30 Automatic Gain Control AGC While the default Automatic Gain Control AGC settings work well for most customers system administrators may want to experiment with AGC settings in noisy environments by carefully following the instructions in this section Automatic Gain Control AGC is selected with a checkmark for all channels by default which makes the Fixed Gain columns dimmed and unavailable Use Automatic AGE Gain Control Threshold AGC decibels STANDARD 7 52 AGC Target decibels Compression Channel Label Level STANDARD aie STANDARD De STANDARD D AE 4 a a AE AE NOTE Systems using Parrot analog or Parrot analog beep tone cards should skip to Parrot Analog AGC below Those with Parrot digital or Parrot T1 E1 should skip to Parrot Digital or Parrot T1 E1 below Recording Quality defaults to Automatic Gain Control AGC and sets an AGC Threshold of 52 Decibels and an AGC Target of 15 Decibels This means sound below 52 decibels is
23. are deleted it is important that you schedule regular backups so that you can restore files that have been purged in this manner Read the backup procedure in the System Setup Guide Telephone an OnviSource service representative if you have questions about the procedure or if you intend to install any other type of backup device The next section optional allows you to put restrictions on which entries are deleted NOTE The Database Entries column is unavailable unless Database Entries is selected in the Age Limit section Color Codes and Accounts are also dimmed unless checked Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page43 If you select color codes and or accounts a pop up window lets you specify which color codes and or accounts to exempt from the deletion process Do Not Delete Entries Containing Database Entries Audio Files Video Files Flags Flags Flags Notes Notes Notes Custom Field Info Custom Field Info Custom Field Info _ Tracking Numbers Tracking Numbers Tracking Numbers Evaluations Evaluations Evaluations O O d 4 L Accounts L Similar to the previous section certain choices in these columns impact the same choices in other columns Any item checked in the video files column flags notes etc automatically checks the Audio Files and Database Entries columns The reason is that if you want to keep all video files with a flag
24. are licensed The application automatically connects to the appropriate database s This section explains how to use the Menu Bar at the top of the window File Status Views Tools Window and Help This section also explains how to launch and use the plug ins and executables listed on the left OnViews PR ep Vd EI e H E TO GH J Gel len Tools Window Dep Cr A Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page3 Menu Bar A menu bar at the top of the OnViews application displays File Status Views Tools Window and Help options File Status views Tools Window Help NOTE If the Manager application is launched additional options appear on the Menu Bar Refer to the Manager user s guide for information about that application File Select File to log into OnViews as a different user or to exit the SE application En Login as Different User To log into OnViews as a different user select File from the Menu Bar then select Login As Different User lees At the login screen enter the new user ID and password as well as the database name to which you are connecting Click Login If any information on the login screen is incorrect a red error icon appears to the right of the line containing the error If you see an error at login hover over the Password seeeeee icon to see the error description and try again To exit the OnViews application select Fi
25. arm has occurred A network connection has failed A database interaction has failed A channel has failed to record The primary storage location has become full WO O0 N On OO A The archive storage location has become full 10 One of your disks has gone bad or your path is improperly specified The network connection to the Computer Telephony Integration Host has 11 failed 12 All video servers are busy 13 No video server has connected Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page23 System Configuration To edit system configuration settings select Tools gt System Configuration from the menu bar Alert Configuration System Configuration b Options Recording Settings File Storage Data Server Actions Beep Tone Settings Scheduled Transfers System configuration allows authorized user to modify the settings listed below e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers Recording Settings From the Menu Bar select gt Tools gt System Configuration to access e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers The following recording settings may need changed depending on your system Recording Co
26. ase Backup Backup Time E00 AM wl Backup Retention d Days The Conditional Automatic Deletion section allows you to set certain conditions on what items are deleted and when Put a check mark in the Primary Storage Limit box to enable this feature The recommended default is 95 If not checked in a multiple box configuration recordings continue to be stored until the drive is completely full recordings continue to be stored on recording servers locally until room is made on the data server Once full new recordings will not be made In a single box configuration recordings continue until completely full at which time new recordings will not be made Use the slider bar or enter the percentage of storage capacity reached before the oldest days recordings are deleted Conditional Automatic Deletion Primary Storage Limit Ly 95 lt Full WARNING The length of time it takes to reach your system storage capacity depends on call volume hard drive size and recording compression settings Contact your system administrator if you have questions about this section Instead of and or in addition to setting a storage limit use the Age Limit Days section to check the Database Entries Audio Files and or Video Files box es if you want to delete those types of entries when they are a certain number of days old Use the slider bar s to adjust the number of days or manually enter the amount s in the box y Age Limit Database Entries Au
27. d channels shown first then channels without labels shown numerically Example x101 appears first then Seat 404 then 5 because x101 Is the label for channel 1 Seat 404 Is the label for channel 4 and five 5 is not labeled Displays labels only no channel number shown and sorted alphabetically labeled channels shown first then channels without labels shown numerically Example Seat 404 appears first then x101 then 5 because Seat 404 is first alphabetically before x101 five 5 is not labeled Displays both channel number and label if applicable and sorted numerically Example 1 x101 and 2 x102 are labeled channels shown before 5 because channel 1 x101 and channel 2 x102 are labeled whereas channel five 5 is not labeled Displays channel number and label if applicable and sorted alphabetically if labeled then numerically if not labeled Example 4 Seat 404 appears first then 1 x101 then 5 because Seat 404 is first alphabetically before x101 five 5 is not labeled OnViews User s Guide Version 6 1 0 Pages The four channels below are set to display channel number and label Channels 1 and 3 have labels so they display both the channel number and the label These four channels are sorted by channel number so they appear in numerical order regardless of whether they are labeled or not The four channels below are set to display channel number and label
28. de Version 6 1 0 Page39 File Storage From the Menu Bar select gt Tools System Configuration to access e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers File Storage determines where the recorded files are stored on the data server Contact your system administrator if you have questions about these settings Data Server Storape Primary Storage Drive E Ve Archive Media Dee to Monitor NONE sel e Primary Storage Drive refers to the Data Server drive NOT your PC Use the drop down box to make change your selection e Primary Storage Path should look similar to the one shown recds NOT an extended location such as Mylocation recds Enter the new or changed location e Archive Media Drive to Monitor must be a drive NOT a device such as a DAT drive Use the drop down arrows to make your selection Make your selections During or after the configuration process use the following Keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page40 Data Server Actions From the Menu Bar select gt Too
29. dio Files Video Files C J 10950as O 365 Days OU 30 Days Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page42 Some choices made in the Age Limit section automatically determine other choices in that section Likewise some choices regarding the number of age limit days before files are deleted also impact other choices in this section For example Placing a check mark in Database Entries places checks in the audio and video boxes because if you delete database entries but leave audio and or video files you will not be able to access them Consequently the number of days before database entries are deleted must be equal to or greater than the number of days before audio files are deleted Placing a checkmark in the Audio Files box also checks the Video Files box because if you delete an audio file that has an associated video file you will not be able to access the video portion For the same reason the number of days before audio files are deleted must be equal to or greater than the number of days video files are deleted You can however place a checkmark in the Video Files only box as a video file can be deleted without getting rid of the audio file You can also wait more days to delete audio files than video files but not vice versa IMPORTANT Deleted recordings are no longer accessible via the system but can be restored if backup files were properly created If you anticipate needing calls after they
30. ed Gain mouth columns Both default to O but can be set independently anywhere between 18 and 24 decibels To apply some all settings to all channels or to selected channels right click in the box that contains your new settings and make the appropriate selection During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings back to the defaults Apply applies the changes without closing the System Configuration menu OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page32 Flex Recording From the Menu Bar select gt Tools gt System Configuration gt Recording Settings to access Flex Recording Se es as o y kl EEE i Ge PUNE i hc Alert Configuration Recording Settings Options File Storage Data Server Actions Beep Tone Settings Scheduled Transfers Flex Recording settings determine if when to record activity on each channel The Flex Recording tab lists alphabetically then numerically channels for which you are authorized Recording Settings Flex Recording Fulltime Random Of Fullt
31. em Frequency J 15 Seconds Duration d 05 Millseconds Beep Tone Parameter defaults are Pitch 800 Hertz Volume 20 Decibels Frequency 15 Seconds Duration 200 Milliseconds This means every 15 seconds you hear a beep for 200 milliseconds slightly less than 1 4 of second at a pitch of 800 Hertz and a volume of 20 decibels Try these settings first If you make adjustments to duration we recommend no less than 150 milliseconds and no more than 250 Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the setting back to the defaults When finished completing the Beep Tones section click OK to close this menu and return to System Configuration A column titled Play Beep Tone appears on the Recording Control tab with a checkmark next to each channel configured to use beep tones Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page46 Scheduled Transfers From the Menu Bar select gt Tools System Configuration to access e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers When enabled this feature allows a system administrator to determine when recordings transfer from remote recording servers to the data server on multi box systems Recording data the information about the recording such as date time of call channel number user etc
32. from the list Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page49 Horizontal Multiple windows can be opened within OnViews You can simultaneously view channels in one window users in another channels on a particular server in another etc When more than window is open select Window gt Arrange from the menu bar to specify how you want the windows displayed Notice the shortcut keys beside each choice Cascade Horizontal or Vertical Horizontal stacks one window above another leaving some of each window showing The window in the center middle has a darker title bar and is considered in focus To bring one of the other windows in focus click its title bar Use the scroll bar on the right side or at the bottom of any window to see more of the information contained within that window The middle window is in focus f4 s1158 1 x1155 j l 1156 91157 i 411153 When more than window is open select Window from the menu bar to see a list of which views are open The window currently in focus is checked To put a different window in focus select if from the list Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page50 Vertical Multiple windows can be opened within OnViews You can simultaneously view channels in one window users in another channels on a particular server in another etc When more than window is open select Window gt Arrange from
33. fy how you want the windows displayed Notice the shortcut keys beside each choice Cascade Horizontal or Vertical When more than window is open select Window from the menu bar to see a list of which views are open The window currently in focus is checked To put a different window in focus select if from the list Cascade Multiple windows can be opened within OnViews You can simultaneously view channels in one window users in another channels on a particular server in another etc When more than window is open select Window gt Arrange from the menu bar to specify how you want the windows displayed Notice the shortcut keys beside each choice Cascade Horizontal or Vertical Cascade lays one window User View All Users on top of another BE Channelview auchan Oe E All Channels Channel View ENO ENG APRILB leaving Ane window a ER EE top and just the title bar rw e showing on the other El gt windows The window on i top has a darker title bar and is considered in focus To bring one of the other windows in focus click its title bar Use the scroll bar on the This window is in focus right side or at the bottom of any window to see more of the Information contained within that window Tithe Bar When more than window is open select Window from the menu bar to see a list of which views are open The window currently in focus is checked To put a different window in focus select if
34. hat can be shown in the window Agent View Display First Name Last Name S Acct 7 Page 1 Administrator Administrator Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel5 Display On the toolbar use the display drop down box to choose whether to display users by login ID first name last name OR by last name first name Display First Mame Last Name A EXAMPLE Login ID appears as MaryS First name last name appears as Mary Smith Last name first name appears as Smith Mary Sort Use the sort AZ drop down menu to specify the sort order for the agents shown This selection determines whether to sort agents by login ID first name last name or last name first name Display First Name Last Name NOTE Multiple user view windows or combinations of user channel server agent windows can be opened within OnViews For more information see the Window section Apart Siew EX diser View All Users EES aad GE i ai 111 30072 ed Se paa Bryan Fixa Rita Hess Aus Mchled Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel6 Call Stats Choosing Call stats will give you an overview of your call statistics If you have parameters set up in your alarms and you have exceeded for fallen below that alarm it will be displayed in red on this screen Agent Call Stats View AGENTS Total Displays EE of an
35. he user name and password supplied by your OnViews system administrator Click Login When successfully launched OnviCord Monitor provides authorized users the ability to monitor live recordings A complete OnviCord Monitor user s guide is available by launching that application and clicking Help Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page5 OnviCord Web When successfully logged into OnViews icons displayed on the left indicate the plug ins and executables for which you have appropriates licenses and privileges To launch OnviCord Web click the OnviCord Web icon on the left side of the OnViews window GH onviCord Web 5 Enter the user name and password supplied by your OnViews system administrator Click Login When successfully launched an OnviCord Web ri File Status Views Window Help toolbar provides shortcuts for quickly managing the gt content on a page viewed within the application Similar to most web browsers the icons represent e Back back one page Forward forward one page Stop stop loading page Home go to home page Refresh refresh or reload content Print print page A complete OnviCord Web user s guide is available by launching that application and clicking Help Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page58 Icons Icons differ based on whether you are viewing users or channels and on the status of the user channel show
36. ided in the Alert Settings section Pager alerts will display as 1 CODE 1 on your pager display For example when a network connection failure with code 4 is sent the text would be 1 4 1 Code numbers are defined in the section titted Alert Code Descriptions For alphanumeric pagers the text message should be appended IMPORTANT NOTE For pager alerts to work the system sending the alert must be hooked to a modem and a digital phone line During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings back to the defaults Apply applies the changes without closing the System Configuration menu OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page22 Alert Code Descriptions 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 contains additional information about the alert The table shown here describes the alert code meanings CODE MEANING 2 Achannel line has become disconnected from the system A yellow T1 El alarm has occurred A red T1 El al
37. ime Random Reset to Default Values Operation Control Guality Min Hec Use Max Channel Label Channel Control Length Recording seconds Reset to Default Values Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page33 Click on a channel where you want to set flex recording options A selected channel is shown in blue Use the scroll bar if necessary to view all channels Min Her Use Max Channel Label Channel Control Length Recording seconds Length OFF Fi a E OFF vi a EI OFF Sin g o OFF EA Si PI The Channel Control column indicates the recording setting For each channel you can record activity either e constantly select On e never select Off e only during certain times select Work Hours The Channel Control default is set to Off but users with Record on Demand privileges can override these settings in OnviCord Agent In an environment where phones are always hot live and you want Record on Demand enabled select Off Read more about Record on Demand and hot keys in the OnviCord Agent User s Manual To set the Channel Control click the box that contains the current setting for that channel and then use the drop down arrow to make your selection from the three choices Min Ber Use Max Channel Label Channel Contral Length Recording seconds Length ce Rrorkiouns WORKHOUAS aP 49 45 gt 4 gt len Min Rec Use Max Channel Label Channel Contr
38. label displays channel labels instead of channel numbers for those channels that are labeled Display both displays both channels and labels labeled channels are shown first alphabetically followed by unlabeled channels numerically Sort Use the sort AZ drop down menu to organize the sort order for the channels shown on the display panel This selection determines whether to sort by channel numbers or channel labels Display Both zm Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page7 In Display choose Channel number Channel number Channel label Channel label Channel number and label Channel number and label In Sort AZ choose Channel numbers Channel labels Channel numbers Channel labels Channel numbers Channel labels Copyright 2008 OnviSource Inc Study the table below and see the subsequent examples of display and sort options What you see is Channels display in numerical order and are sorted in numerical order no labels are shown Example 1 appears before 2 because channel 1 is before channel 2 numerically Displays channel numbers only no labels sorted alphabetically by labeled channels followed numerically by unlabeled channels Example 4 appears before 1 because channel 4 is labeled Seat 404 and channel 1 is labeled x101 Displays labels only no channel number shown and sorted numerically labele
39. le from the Menu Bar Select Exit to close the application User adb Login 45 Different User Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page4 Status Views From the Menu Bar select Status Views to specify how the OnviCord application appears You may then choose Channel Status Views User Status Views or Agent Status Views Status Views IS User Status Views Agent Status views Only users licensed for OnviCall will see the Agent Status Views option Only users licensed for OnviCord will see the Channel Status Views option Channel Status Views From the Menu Bar select Status Views and Channel Status Views if you wish to see the OnviCord application displayed by channels EE Channel Status Views All Channels User Status views ENC ENG ADDI EP Agent Status views b Within channel views select All Channels or select from one of the servers listed to display a view current channel activity on a particular server NOTE D Only users licensed for OnviCall will see the Agent Status Views option Only users licensed for OnviCord will see the Channel Status Views option Multiple channel view windows or combinations of user channel server windows can be opened within OnViews For more information see the Window section Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page5 All Channels To view current channel activity on each channel f
40. ls System Configuration to access e Recording Settings Recording Control Recording Quality and Flex Recording e File Storage e Data Server Actions e Beep Tone Settings e Scheduled Transfers The Data Server Actions tab is for specifying backup and deletion conditions CAUTION Read and understand this entire section before adjusting your settings Data Server Actions Automatic Database Backup Backup Time Eo0am E Conditional Automatic Deletion Age Limit Database Entries dis ls 1095 Days Do Not Delete Entries Containing Database Entries Flags Notes C Custom Field Info C Tracking Numbers C Evaluations O o Backup Retention 5 Primary Storage Limit Audio Files PE 365 Days Audio Files Flags Notes C Custom Field Into C Tracking Numbers Evaluations O a Unconditional Automatic Database Entry And File Deletion Entr Recording Age Limit Reset to Default Values Copyright 2008 OnviSource Inc y 1095 Days y 95 Full Video Files o9 Wideo Files Flags Notes E Custom Field Info C Tracking Numbers Pl Evaluations O a OnViews User s Guide Version 6 1 0 Page41 In the Automatic Database Backup Section use the up down arrows to set the time intervals at which you want your database automatically backed up On the right use the backup retention slider bar to set the number of days between backups Automatic Datab
41. n Channel Icons Channel icons are a rectangular shape The color and associated text indicate the status of the channel CHANNEL ICON EXAMPLES H NOTE Only users licensed for OnviCord will see Channel Views User Icons User icons indicators are also a rectangular shape The tab color and associated text indicate the status of the user and a user icon further displays current activity of a user who is logged in USER ICON EXAMPLES In the example below this user is logged in and associated with the channel labeled x1155 The user is not recording amp 21133 In the example below the user is logged in and associated with the channel labeled x1157 The user is recording as indicated by the red tab the text and the user holding a phone The computer monitor indicates this user is also screen capturing 3 Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page59 Agent Icons Blue Green White or gray Red Copyright 2008 OnviSource Inc Standby In rotation Out of rotation Taking calls not enough licenses for another concurrent recording contact an OnviCord sales OnViews User s Guide Version 6 1 0 Page60 Additionally talk modes are on hook talk union voicemail dialing patch represented by what else is shown with the agent icon CHANNEL USER MODE COLOR MODE ICON MEANING Light Green Idle ready to record Dark Green Logged out Red Recordi
42. n select the Tones DT MF Start Stop Method Enter the Start and Stop Tone Sequences your system uses so Digivoice will start and stop recording at the sound of those tones Start Tone Stop Tone Sequence Sequence DTMF only OTME only 11 Tones DTMF w i 402 NOTE We recommend making each sequence at least two characters and making each one different Hit enter to go to the start or stop tone sequence for the next channel OR use the tab key to move to the next column for this channel If you select Tones DTMF you must enter a Start Tone and Stop Tone If you leave either one blank the system will not record Encrypt Channel Label Start Stop Method Recordings Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page2 Client Device Selecting Client Device allows the use of keyboard shortcuts to control recording activity However if Client Device is selected for a particular channel the keyboard control on that channel must be configured for these start stop keys in OnviCord Agent Read more about these shortcuts in the OnviCord Agent user s guide CTI Host Device You can only select CTI Host Device as the Start Stop method if licensed for Concerto Predictive Dialer There is no threshold setting for CTI Host Device In the Encrypt Recordings column check the box labeled for each channel if you SEH want all recordings on this channel encrypted Encrypted recordings can NOT be E mailed A WARNIN
43. ng Record limit not enough licenses for another concurrent recording contact an OnviCord sales representative OR license expired Red with Bar Light Gray Off no recording will occur Connected Connected to recording server but Yellow no recording status received Yellow with Disconnect Disconnect no connection to Bar Ce recording server No line no phone line detected no connection to PBX check wiring Black digital extensions only refer to Troubleshooting Guide on Installation CD Bad Version Bad version upgrades to OnviCord Purple G cai have been applied contact 1 OnviCord Ho License No license exceeded total Olive Drab di licensed users contact OnviCord if i additional licenses are needed Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page61 Olive Drab Disconnect Cs with Bar White Blue Orange s No Rights P License disconnect no license AND disconnected from recording server No rights rarely seen indicates user does not have rights to the channel or user Multi login user is logged in on and associated with more than one channel Record fail recording should have started but failed contact your OnviCord system administrator Additional icons further indicate user status and screen capture status if applicable gt User Logged In Not Recording User Logged In
44. ntrol specifies conditions that must be present to trigger a recording Recording Quality adjusts volume gain settings and compression levels Flex Recording determines if when to record activity on each channel Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page24 Recording Control From the Menu Bar select gt Tools gt System Configuration gt Recording Settings to access Recording Control This tab specifies conditions that must be present to trigger a recording What appears here depends on your privileges and the hardware for the selected channel Your screen may be different than the one shown Recording Settings Flex Recording Aude gt Client Screen Capture Fulltime Random Of Fulbtime Random Reset to Default Values Operation Uuebtu Encrypt Channel Label Start Stop Method Recordings Standard Loop FB D Standard loop a D Standard lLoop PBs Reset to Default Values The Recording Control tab lists alphabetically then numerically channels for which you are authorized Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page25 The Start Stop Method defaults to Standard Loop PBX which starts a recording any time it receives a signal from the telephone company or your digital PBX Private Branch Exchange switch Standard Loop PBX is required for VoIP channels Encrypt Channel Label Start Stop Method Recordings Standard Loop
45. onfiguration gt Recording Settings to access Recording Quality Alert Configuration 2 System Configuration D Recording Settings Options File Storage Data Server Actions Beep Tone Settings Scheduled Transfers Use the Recording Quality tab to adjust volume gain settings and compression levels What appears on the Recording Control tab depends on your privileges and the hardware for a selected channel Yours may be different than the one shown This section lists alphabetically then numerically the channels for which you are authorized Recording Settings Flex Recording Audio Client Screen Capture Fulltime Random O Of Gei Fulltime Random Reset to Default Values Operation Control Quality Use Automatic AGC Gain Control Threshold AGL decibels AGC Target decibels Compression Channel Label Level ni STANDARD 12 STANDARD 3 STANDARD 4 STANDARD laa bab ab a BS me et KI BS aw ES Ki Reset to Default Values Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page29 Compression Level The system default Compression Level Standard is the industry standard Sound quality is very good and there is a nice balance between quality and storage space It provides for reasonable remote live monitoring performance and approximately 180 hours per Gigabyte of space It plays on most computers running Windows TM
46. or which you have been given access select Status Views gt Channel Status Views gt All Channels status VIEWS Channel Status views All Channels ENC ENG APRILE NOTE Only users licensed for OnviCall will see the Agent Status Views option Only users licensed for OnviCord will see the Channel Status Views option Viewing all channels opens a window that displays all channels you are authorized to view with an icon representing each channel The icon color and accompanying text denote each channel s current recording status The channel view window can be minimized maximized or closed using the icons in the upper right corner it can also be resized by dragging the sides top bottom and or corners A scroll bar appears on the right side and at the bottom of the window if more channels display than can be shown in the window Channel View All Channels Display Both Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pageb A channel toolbar appears at the top of the channel view window to enable quick changes in what information is displayed and the order in which it is sorted Channel View All Channels Display On the channel view toolbar use the display drop down menu to choose whether to display the channel number only the channel label only or both the channel number and label Channel number displays channels in numerical order but displays no labels Channel
47. oth Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel2 Study the table below and see the subsequent examples of display and sort options In Display choose Channel number Channel number Channel label Channel label Channel number and label Channel number and label Copyright 2008 OnviSource Inc In Sort AZ choose Channel numbers Channel labels Channel numbers Channel labels Channel numbers Channel labels What you see is Channels display in numerical order and are sorted in numerical order no labels are shown Example 1 appears before 2 because channel 1 is before channel 2 numerically Displays channel numbers only no labels sorted alphabetically by labeled channels followed numerically by unlabeled channels Example 4 appears before 1 because channel 4 is labeled Seat 404 and channel 1 is labeled x101 Displays labels only no channel number shown and sorted numerically labeled channels shown first then channels without labels shown numerically Example x101 appears first then Seat 404 then 5 because X101 is the label for channel 1 Seat 404 is the label for channel 4 and five 5 is not labeled Displays labels only no channel number shown and sorted alphabetically labeled channels shown first then channels without labels shown numerically Example Seat 404 appears first then x101 then 5 because Seat 40
48. out to see information pertaining to the version of OnViews software your are running The Products section displays a list of plug ins and executables for which you are licensed To obtain product details about a plug ins or executable select it from the list Product details are shown in the bottom section of the About box for the product selected About OnViews E Oniviews PO version 51 00 Copyright E Ornviiource Inc 2005 Products Manager Message Server Onvilord Web Onvilord Monitor Product Details Onvilord Monitor 5 1 0 0 Live monitor recordings Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page52 User s Guides From the menu bar select Help to launch the OnViews user s guide If you have the appropriate license and or privilege for plug ins and executables you may also select from user s guides for those applications Alerts Network alerts are sent to users who log in to certain applications and who are designated to receive alerts and have network alerts enabled This means an audible and or visual alert is sounded at any computer where a user authorized to receive network alerts If your system administrator designated you to receive network alerts and an alert is triggered and alerts are enabled on this machine you will hear an audible alert and or see a red white flashing System Alert indicator in the bottom right corner of the window when you log in to On
49. pproximately 10 1 High DSP Group TrueSpeech TM 8 000 kHz 1 Bit Mono 8536 average bits per second 8 3 Kbps Approximately 15 1 Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page63 Index ADOU ade ld 60 Agent Status Views 6 Agent VICWS asia i n 2 16 Alert Code Descripti0NS 2 23 25 26 Alert Confiouration 2 20 Alert Settings sosser 2 20 21 22 25 EE a A 61 All Ei NL 2 6 7 Application Dashboard ccceeee eens 2 3 Automatic Gain Control AGC 2 36 Beep Tone Parameter defaults 52 Beep Tone Settings 3 27 46 47 52 53 Beep LEE 27 A Le EE 56 Channel label tan 8 9 12 14 Channel lares aida 9 14 Channel number 8 9 12 14 Channel numbers cece cece eeee eee e ees 9 14 Channel Stauts Views 6 EE A ie 31 Compression Details for Telephony Voice Audio RECON EE 71 Compression Level 2 34 35 CTI Host DEeVICO ista cos 31 Data Server Actions 3 27 46 47 50 52 53 Data Server OptiOns 0occcccoccccccconnnnrcnnnnaro 27 REI 45 DISP dd 2 8 9 12 14 17 44 Email Settings caida 2 20 22 A Eeer 5 File Storage ria 3 27 46 47 52 53 Flex Recording 3 27 38 41 42 43 46 47 52 53 GENO TEE 1 Hel De Ae gee e 3 4 16 60 61 64 65 66 PION ZONCal serseri anari aa aa 57 Jee le KE 3 67 68 E piu ein reini aN 65 Launch f Ge EEN 63 OG EE 2 4 17 65 66 Dee EE
50. re Once opened the server view window can be minimized maximized or closed using the icons in the upper right corner it can also be resized by dragging the sides top bottom and or corners A scroll bar appears on the right side and at the bottom of the window if more channels display than can be shown in the window Channel View ENO ENG APRILB Sele Display Both Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel0 The name of the server appears at the top of the window Directly beneath it is a toolbar to enable quick changes in what information is displayed and the order in which it is sorted Server Name Channel View ENO ENG APRILB IBR Display On the server view toolbar use the display drop down menu to choose whether to display the channel number only the channel label only or both the channel number and label Display Both Sj ei r z ERA Channel number displays channel in numerical order Channel label displays labels alphabetically Display both displays both channels and labels Labeled channels are shown first alphabetically followed by unlabeled channels numerically Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagell Sort Use the sort AZ drop down menu to organize the sort order for the channels shown on the display panel This selection determines whether to sort channels by channel numbers or channel labels Display B
51. s icons displayed on the left indicate the plug ins and executables for which you have appropriates licenses and privileges To see the full name of a plug in hover over the icon To launch a plug in click the icon The Admin icon symbolizes the Manager application OnViews ADMIN eat el File a CIE A complete Manager Application user s guide is available by launching that application and clicking Help Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page55 Message Server When successfully logged into OnViews icons displayed on the left indicate the plug ins and executables for which you have appropriates licenses and privileges To see the full name of a plug in hover over the icon To launch a plug in click the icon The envelope icon symbolizes the Message Server application T m EA Halo Hir D G t Gar HPN 2 A complete Message Server application user s guide is available by launching that application and clicking Help Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page56 OnviCord Monitor When successfully logged into OnViews icons displayed on the left indicate the plug ins and executables for which you have appropriates licenses and privileges OnViews SSC alp PIE wu He d d Gil 1 TE lt r OnviCord Monitor To launch OnviCord Monitor click the OnviCord Monitor icon on the left side of the OnViews window Enter t
52. shortcuts appears below the menu bar On iews File Status Views Window Help All Users All Agents In Channel View right click on a channel icon to launch OnviCord Monitor Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Pagel4 User s Guides From the menu bar select Help to launch the OnViews About Onviews user s guide If you have the appropriate license and or Onviews User s Guide privilege for plug ins and executables you may also s q Manager User s Guide select from user s guides for those applications S G i Message Server User s Guide OnviCord Web User s Guide Onvicord Monitor User s Guide Agent Views To view current agent activity for each agent you have access to select Status Views gt Agent Status Views gt All Agents NOTE Only users licensed for OnviCall will see the Agent Status Views option Only users licensed for OnviCord will see the Channel Status Views option Choosing to view all agents displays all agents you are authorized to view with an icon representing each agent The agent icon color and accompanying text denote each agent s current recording status The agent view window can be minimized maximized or closed using the icons in the upper right corner it can also be resized by dragging the sides top bottom and or corners A scroll bar appears on the right side and at the bottom of the window if more channels display than w
53. t s what you prefer However if you select full time audio it is possible to select only random screen capture If random recording is desired use the slider bar OR manually enter a number to set the percentage of audio and or screen capture for this channel Slider bar only appears when Random recording is chosen Audio Client Screen Capture Fulltime Random Off cine Random 1 1 Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page36 NOTE Random audio recording MUST be set at a percentage equal to or greater than screen capture For example you can randomly record the audio on 50 of calls logged according to criteria set in System Configuration and have only 25 of those audio recordings be accompanied by video screen capture But you can t set the system to screen capture a higher percentage of video than audio because the audio triggers the video Audio is primary video is secondary Use the buttons in the top right corner of the Flex Recording screen to set Recording Restrictions and or Recording Requirements Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page37 Recording Restrictions allow you to define certain recordings you do NOT want saved Recording Restrictions Values entered here will be used to prevent recordings from being saved Ex If a value of 8551 12 12 entered under Dialed Digits then anytime that number is dialed there wll be no entry in
54. the menu bar to specify how you want the windows displayed Notice the shortcut keys beside each choice Cascade Horizontal or Vertical Vertical arranges windows side by side leaving some of each window showing The window on the left has a darker title bar and is considered in focus To bring one of the other windows in focus click its title bar Use the scroll bar on the right side or at the bottom of any window to see more of the information contained within that window Channel View ENO ENG APR IEA channel View All Channels Tithe Bar Bryan Fura Dareel Baires Curtis Gckeeedeg E se Sireet focus oon d SC sl Gane Kilpatrick Jeli Philips Rita Hess Aue Hehe This window ts in When more than window is open select Window from the menu bar to see a list of which views are open The window currently in focus is checked To put a different window in focus select if from the list Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page51 Help From the menu bar select Help gt User s Guide to launch the OnViews user s guide If you have the appropriate license and or privilege for plug ins and executables you may also select from user s guides for those applications About Onviews Onviews User s Guide Manager User s Guide Fig Message Server User s Guide About Onvicord Web User s Guide OnviCord Monitor User s Guide From the menu bar select Help gt Ab
55. to the minimum recording length for the next channel OR use the tab key to move to the next column maximum record length for this channel Calls shorter than the number of seconds shown will not be recorded For example if you set the minimum recording length to five 5 seconds calls shorter than five 5 seconds will not be saved Min Ber UseMax Max He Length Recording Length seconds Length seconds WORKHOU ze o 3 Work Channel Label Channel Control DES OFF v OFF v OFF w In some instances you may wish to set a maximum recording length for a channel If so put a checkmark in the Use Max Recording Length box When the Max Rec Length column opens on the right use the arrow keys to increase or decrease the maximum recording length OR double click to manually enter a number Hit enter Calls longer than the length you select in seconds will not be saved NOTE Use caution when setting a maximum recording length While you don t want to lose important recordings you also don t want storage capacity used if a phone is left off hook Consider setting a maximum recording length that is unlikely to occur but might happen 12 hours 24 hours etc Above the Flex Recording screen is a section to control audio recording and screen capture if available Audio 2 Full time Random If you select random audio the system defaults to turn screen capture Off and you must select random screen capture if tha
56. will be placed in the database immediately even though the actual recording wav file is scheduled to transfer later This allows users to search and locate data about a recording as soon as the recording is complete even though the audio portion of the recording is unavailable for playback until the scheduled transfer time NOTE The Scheduled Transfers option should only be used if the transfer of recordings causes network congestion Scheduled Transfers are configurable for audio only and not supported with screen capture Scheduled Transfers default to OFF until you place a check mark in the Enable Scheduled Transfers box Once enabled current Scheduled Transfers if any are shown on the left Scheduled Transfers Enable Scheduled Transfers urent 5 cheduled Transfers Day Start Time Duration Tuesday 9 00 PM 14 hrs 30 min Wednesday 5 30 PM 14 hrs 30 min start Time 5 30 PM Day sunday wi F il Thursday 5 30 PM 14 hrs 30 min Dusten 14S hrs 30 min Friday 5 30 PM fe hrs O min Add Reset to Default Values Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page47 Create a schedule to allow transfer when network congestion is at a minimum To schedule a new transfer use the drop down boxes on the right to select the day start time and duration Click Add The scheduled transfer now displays on the left If scheduled transfers do not keep up
57. with the number of additional recordings created simply add additional transfer periods or extend existing ones To modify or delete an existing transfer select it from the list on the left When the settings appear in the section on the right make the necessary adjustments and click Modify or Delete whichever is appropriate NOTE A recording scheduled for transfer later can be heard any time in the Search Results section of OnviCord Web by clicking the Scheduled Transfer icon This retrieves the recording for immediate playback bypassing the scheduled transfer for that recording During or after the configuration process use the following keys at the bottom of the screen to perform the described procedure Refresh undoes your actions unless you ve pressed Apply Reset to Default Values changes the settings back to the defaults OK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Reset to Default Values Options To configure Options select Tools gt Options from the menu bar Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page48 Window Multiple windows can be opened within OnViews You can simultaneously view channels in one window users in another channels on a particular server in another etc When more than window is open select Window gt Arrange from the menu bar to speci
58. you must also keep all audio files and database entries with a flag Otherwise you will have a flagged video file that you can not access Also any item checked in the Audio Files column automatically checks the same item in the Database Entries column As explained above if you keep an audio file without keeping the actual database entry you can not access the audio file in the future IMPORTANT SUMMARY If you make selections in the audio and or video portion of this section without checking the corresponding data base entry column you are preventing audio and video files from being deleted but you will have NO way to access them At the bottom of the Data Server Actions page is an optional setting to delete records If you enable this feature by placing a checkmark in the box all database entries audio files and video files are deleted when they reach this age regardless of any other settings on this page Copyright 2008 OnviSource Inc OnViews User s Guide Version 6 1 0 Page44 For example the default setting of 1 095 days 3 years means that any item over three years old will be deleted without exception To enable this feature check the Entry Recording Age Limit box in the Unconditional Automatic Database Entry and File Deletion section Use the slider bar or manually enter a number of days at which you want the unconditional deletion to occur Unconditional Automatic Database Entry And File Deletion EntryRecording Age
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