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OAISYS Management Studio User Guide

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1. Detailed View Displayed Sections Details At Time 4 19 44 PM Outside Parties i tensions ACD Agents ACD Groups Annotations EES E W DIGITS 4 1 x1015 Crandall Justin z 0132013 11 47 22 AM by linda 4 UU gt Outside Parties 3 dee i Account Codes d Annotations Extra Info Evaluations Coaching Conversation Speech Search Results Save All The gray and or red bar represents the audio The gray represents audio that was not recorded or audio that was recorded but the user does not have permission to listen to lf the user hovers over the gray part of the bar the tool tip will inform the user whether or not there is audio recorded and whether or not the user has permission to listen to the audio The green bar represents desktop video not shown NOTE The optional OAISYS Screen Recording Server is required for Desktop Screen Recording The blue hover ball docks to the play cursor and can be dragged across the gray red bar to display what happened at that point in time in the call As the user moves the hover ball the information will dynamically change in the left panel to represent what happened at that point in time The user can also choose to dock the hover ball by right clicking on the hover ball and selecting dock hover ball Undock the hover ball by right clicking and selecting dock hover ball again OAISYS Management Studio User Guide Version 8 0 28 D
2. n NAZE A BON N A E Details A e 3 Zi 2 30 3 00 3 30 4 30 5 00 48 Bic Lat DIGITS 22 Lat DIGITS 1218523412 EE Key H Connected rins 460 3 ee gt Extensions a AA TE Annotations Colapse Al Expand al DawnCM 3 27 2012 9 42 49 AM Address 02 0 02 hs Evaluations Eval All Calls 1 DawntM NOTE If you do not highlight a section of a call and you click Ada the annotation will apply only to that specific point in the call EDIT AN ANNOTATION Highlight the annotation you wish to edit in the Annotation pane gt Right click and select Edit Annotation This will open up the Edit Annotation box Make desired changes and click Save Annotations amp DawntM 912 2011 9 29 16 AM Disagreement 1 10 23 This is the place in the call thatthe customer disagrees with View Annotation Author DawnCM Delete Annotation Start Time 0 01 10 783 EndTime 0 02 31 104 Text This is the place in the call that the customer disagrees NOTE You can only edit an annotation if you have proper permissions OAISYS Management Studio User Guide Version 8 0 S 3OAISYS Is DELETE AN ANNOTATION From the annotation pane highlight the annotation you want to delete gt Right click and select Delete Annotation A confirmation dialog box will appear Click Yes to confirm or No to deny the deletion Deletion Confirmation 2 Are you sure
3. Name la Email Address Expires Ai brian Sharing options This share will expire on Saturday February 26 2011 E Allow intemal user s to further share the document s Allow the recipient s to create change and delete their own annotations based on your permissions Allow the recipient s to view annotations Allow the recipient s to view coaching history select one or more users user groups external users to share the selected call with and use the arrow to move them to the Share with box The user class is displayed next to the name User represents a user with a client account A user group represents a group of users set up in the Administrative client application An external user is someone outside of the regular business that has a temporary user account An external user must have an email account associated with their name An external user must have an expiration date associated with their user account OAISYS Management Studio User Guide Version 8 0 43 K ZOAISYS Po ADDANEWEXTERNALUSER To add an external user not displayed in the list of names Click on New gt enter the name email address and the date you would like the account to expire on the default is three days gt Click Okay T Create a new External User Name James Smith Email Address jsmith smithcompanies com Account Expires On Friday February 25 2011 SHARING OPTIONS This Share will expi
4. OAISYS Management Studio User Guide Version 8 0 2 20 2014 Americas Headquarters OAISYS 7965 S Priest Drive Suite 105 Tempe AZ 85284 USA www oaisys com Tel 480 496 9040 SOA ISYS CONTENTS KEEN 4 Features and ELE 5 OAISYS Client PC Requirements errar ere rrenan sera a rrenan 7 OZ OI E 8 MY ele 8 Default Foldere ir eereeerrer area ere area rea re area re ne a area area rear ear e nc ea neado 9 CalsSnareo Toe nee E 9 Gil SAS jr ds o RADAR MPR GR OR RR CR E RR RN RD 10 NANA tS SEDAN RS SN E O O SR TON RN RO NORTON ERON NOR T 10 All Calls Can View 10 Cal Gei 11 Selten e o eee ne 11 Folders Shared To Me Network Folderei eee errenam 13 FOG ae MAIeNANCO associa ronco doa en Sana O Sia o id GUS ad 14 DEIC TO RREO ORDER E ER ER E QE 14 BET PADRE NNE NNE DE RD DIR DE PA E O O E E E EEEE 14 Belag 14 SEI ds Ge 14 NN NSW E DO TR RO RD E O E E 15 Aale te EE 16 VICN FO VO EE 16 Add or NSS an RIO et LOT sa aa 18 Edit an Annotation crer rere eee ee erre re era arena rrenan ceara ce rrenan rena 19 Delete an Annotation eee eereree era ee rea re acena r are ce arena rrenan rena 20 AG a OF An ANN QUO EE 20 Annotation View 21 System le Le LAOS E 22 CAI SICIAO EE 23 SUR 6 ereere DR O RR E E 24 Call Redachmng errar rer eae ea ear re nene re nan ere nar ana ca aaa ea aaa re nano 25 OAISYS Management Studio User Guide Version 8 0 SOAISYS Historical Calls Play
5. Search for Advanced Search e 3 GC Search Criteria Condition LS Annotation Text Contains Phrase Webinar a Value Webinar e D Breese Ser v 2 Customer Levels Extension Start Date Time ACD Agent Coordinates Call Direction 2506 8 22 2011 6 19 27 AM Inbound 1019 8 11 2011 9 01 07 AM Outbound pr inia R in 9414 115A Muthoni 4 mt I If you select Annotation Subject or Annotation Text from the drop down you ll have the following condition options e Exactly Matches e Contains Word e Contains e Contains Phrase e Starts With e Starts in Word e Ends With Once you select a condition you must enter a value For more information on Advanced Searches refer to the documentation on Searches ANNOTATION VIEW To display the annotation view from the OAISYS client click the double arrows Use the Expand All and Collapse All buttons to display or conceal all of the contents of the annotations The Author Created date and time are displayed lf the annotations are collapsed the information is not displayed nnotations 9 14 2009 8 44 24 AM by Sy EO 9 14 2009 8 49 05 AM by Sy CO 11 20 2009 8 54 47 AM by li NOTE You can individually select annotation text to be displayed by clicking on the annotation itself OAISYS Management Studio User Guide Version 8 0 e S ZOAISYS 9 SYSTEM ANNOTATIONS System annotations are added by the OAISYS system and will display with the
6. calls on their phone system or only calls that meet a criteria determined by the administrator In addition to listening live to a call permissions can be enabled for a user to stop and start call recordings add a piece of information to a call add an annotation to a call evaluate an agent s performance or coach an agent from the Live Calls interface Dee su Tp e ai File View Config Help Live Calls All Calls Start Date Time 9 12 2011 10 48 58 AM Recording Not Recording J 602 357 3911 E Calls by Category 9 12 2011 10 50 14 AM P 224 699 6000 9 12 2011 10 41 31 AM D 503 654 3000 9 12 2011 10 47 30 AM i i P 800 461 8649 9 12 2011 10 51 32 AM 9 12 2011 10 51 33 AM Call ders Ext 1514 Outside Number na 397 3911 Start 10 48 58 AM Details At Time 10 50 04 AM x2006 Tracer ID 2006 AgentiD 1514 WE OACDGRP 2006 dZ x1514 Doug Saviand Agent ID 1514 63 x2006 Coaching Conversation Li ds Coach Send Annotations ada Evaluations Eval All Calls DawnCM Not Started Eval All Calls DawnCM Not Started OAISYS Management Studio User Guide Version 8 0 E 38 3OAISYS d THE FOLDER VIEW WITHIN LIVE CALLS Live Calls are very similar to Historical Calls The interface consists of a folder view a call view call details annotations and evaluations The folders are All Calls This folder contains a list of all calls the user has permission to see
7. permissions are assigned by the Administrator When you delete a call you delete all references to that call permanently To delete a call Select a call gt Right click gt Select Delete Permanently A confirmation dialog box will appear Confirm deletion by clicking Yes or cancel the deletion by clicking No or Cancel Document Deletion Confirmati Te i Are you sure you want to permanently delete the selected documents Once deleted there is no way to recover them SET EXPIRATION You can set the expiration date of a call located in any folder if you have permission to do so permissions are assigned by the Administrator To set the expiration date of the call Highlight the call gt Right click gt Select Set Expiration Date Select a date for the call to expire gt Click on the drop down to select a date from the calendar gt Click OK The default date is set to three months from today s date T PVD Expiration Sax Please select the date when this document will expire Monday 23 2011 E OAISYS Management Studio User Guide Version 8 0 42 932 l SOAISYS Is SHARE You can share a Call located in any folder if you have permission to do so permissions are assigned by the Administrator To share the call Highlight the call gt Right click gt select Sharing gt Create and Manage Shares The Share Documents window will appear T Share Documents Expires D bspencer 4 Share with
8. 222 3456 TE OAISYS Management Studio User Guide Version 8 0 Se 3OA ISYS HISTORICAL CALLS PLAYBACK INFORMATION BAR The information bar displays the following information about the selected document or the current document displayed in the child window e Recording Capture Type e Start Time e The Calling Number e Duration of the call e Date Date 6 25 2012 Start Time 4 19PM Duration 0 54 Direct Capture Outside Number 602 222 3456 5 7 DARN GRODO Detailed View Displayed Sections i x Details At SS e 49 37 PM Ts l UMW a 602 222 3456 xT9223 x1015 Crandall Justin Information Bar ME DIGITS 4 E gt 8 13 2013 11 47 22 AM by linda Lg x1015 Crandall Justin 602 222 3456 1015 Crandall Justin E gt DISPLAY Click the Display icon directly under the information bar to select the document you want displayed in the Call View Your options are e Detailed View e Speech Search Results e Annotations Requires OAISYS Speech Search Option e Evaluations At least one of these options must be displayed at all times Date 6 25 2012 Start Time 4 19PM D E Dire act Capture Outside Number 602 222 3456 p Daa MOHD Detailed View Annotations Evaluations Speech Search Results H 602 222 3456 L 1015 Crandall Justin lt Detailed View If you select this option the detailed view of the call is displayed The
9. Folder OAISYS Management Studio User Guide Version 8 0 26 USING A WORK QUEUE Once a work queue is created it is populated with random calls the user must evaluate When the user highlights the Work Queue the first call in the work queue will open with the evaluation form and the audio will begin playback T OAISYS Tracer Management Studio Logged in as DawnC o x File View Config Help Historical Calls BT Edit Evaluation Category 1 Greeting Question 1 Greeting The agent used the proper greeting Seo Not Applicable anre The tone in the agent s voice was appropriate Scr Not Applicable Sie Agee hohe DDED KEEKEEKE DD IO A Category 2 Questions Question 1 Name The agent asked the caller s name Score Not Applicable Strongly Agree is highest Question 2 Account Number The agent asked for the account number Seo Not Applicable a Agee hs Category 3 Skill Set Question 1 Side Bate Competed The agent demonstrated proper use of technical skills Score Nok Applicable x Stony Agee highest The user may begin evaluating the call immediately Once the user finishes the evaluation the call will disappear from the Work Queue and the next call in the list will open to be evaluated The user may choose to finish the evaluation later if the user does not complete the evaluation the call will remain in the Work Queue Once a call evaluation is
10. Recorded oh Report Dril Down Sf fPesesj vss suwawa meti Inbound EM 770 945 6887 Yes CH My Calls 2 22 Refresh an Inbound 4 56 770 945 6887 Yes 2 se SR Ven A 2 22 2011 9 25 34 AM Inbound 22 303 656 3335 Yes DR e E z G A Call Search Folders a VE 207 582 0244 e CH Add On Sales E 2 21 2011 2 22 50 PM Inbound 039 207 582 8244 Yes 3 Add on sales ready for export 5 2 21 2011 1 49 30 PH Inbound 7 47 919 865 2030 Yes Gas 4 2 21 2011 114144 AM Inbound 2050 207 582 8244 Yes i gj Work Queue Folders EJ 2 21 2011 11 32 48AM Inbound 648 207 582 8744 Yes H E Folders Shared To Me 2 21 2011 8 35 42 AM Inbound 1 11 713 462 0977 Yes 2 18 2011 2 29 02 PM Inbound 10 09 954 725 5028 Yes 4 2 18 201112 2848PM Outbou 52 17 800 746 4352 Yes 2 18 2011 12 15 10 PM Inbound 1 50 530 245 2835 Yes OAISYS Management Studio User Guide Version 8 0 A 3OAIS YS FOLDERS SHARED TO ME NETWORK FOLDERS A user s ability to create shared folders is determined by the permissions set by the Administrator A shared folder is a folder you create that allows others to view the calls in that folder Example You may have a collection of calls you d like to share with your sales team You can create a folder called Sales Team and share it with all users under your Sales Team user group Each time you have a call you d like your sales team to review you can drag and drop it into the specified shared folder Shared folders are dynamic fol
11. Report Drill Down Folders o All Archived Calls Can View To change the folder display Go to View gt Show Hide Folders aO Show Hide Folders 55 All Calls Can View E Call Search Folders Calls Shared Work Queue Folders CALLS SHARED TO ME INBOX The Calls Shared to Me is the inbox default folder that appears in every user s application This is a static folder which means it does not have a search criteria associated with it and populates with calls that have been distributed to the user You cannot drag and drop calls to this folder from another folder However you can drag and drop documents from your inbox to another folder OAISYS Management Studio User Guide Version 8 0 DS SOA T ISYS CALLSISHARED The Calls Shared folder populates with calls that the user has shared with one or more users or user groups This is a dynamic folder which means it has a search criteria associated with it and you cannot drag and drop calls to this folder from another folder However you can drag and drop calls from your Calls Shared folder to another folder MY CALLS The My Calls is a dynamic default folder that appears in every user s application and populates with calls that have call data i e extension or agent ID associated with the user These search criteria cannot be changed You cannot drag and drop a call from another folder into your My Calls folder However you can drag a call from your My Calls
12. SOAISYS Is PLAYBACK CONTROLS The audio playback controls are located in the Detailed View section of the client application The controls are used to view the entire call play the recording play the recording in high speed stop playback of the recording jump to the beginning of a call recording rewind and fast forward 5 7 Da BN MRO DO Play a A LI j Sections Rename Map Document Stop Fast Show Hide Play Fast ge Volume Sections Show Hide Sections Show and hide sections of the call Rename Document Change the name of the document file Play Play the recording back in normal speed Play High Speed Play the recording back in fast mode Stop Stop playback of the recording Restart Go back to the beginning of the recording Rewind Rewind playback approximately 12 seconds Fast Forward Fast forward playback approximately 12 seconds Skip Held Sections Automatically skips playback over any duration when the call was placed on hold Volume Adjust the playback volume Map Displays the caller s location on a map if an address or coordinates are available OAISYS Management Studio User Guide Version 8 0 29 932 l SOAISYS T EMBEDDED MULTI CALL PLAYER The ability to select and view up to eight 8 calls is now embedded in the Management Studio Previously this feature was only available in the separate child window Multi Call Player wma Fil
13. author as System These annotations provide information regarding why a recording was started or stopped The user can toggle the display of System Annotations by setting the option in the Configuration section of the menu bar Go to Configuration gt Preferences gt View tab By default the system annotations are not displayed OAISYS Management Studio User Guide Version 8 0 22 3OA ISYS CALL SLICING The intent of this feature is for two or more legitimate calls to be made from one initial recording by slicing segments from the initial call recording This feature applies to audio segments only Example Recording a Radio Channel one long recording consists of two separate issues these issues can be sliced into two separate recordings OAISYS Capture Outside Number 602 222 3456 Date 11 10 2011 Start Time 11 36 AM Duration 0 31 Ser cin LEI o e V Be Wan Saaz amp Details At Time 11 36 25 o E ps E us 802 222 3456 xT9223 E Dock HoverBall gt Outside Parties E ging ie KN a ai 222 3456 Insert Annotation Zoom Out Annotations Coles Al Spend A Tomb System 11 10 2011 11 38 14 AM Zoom Selected System 11 10 2011 11 36 44 AM Entire Call Share Segments e Export Segments l Evaluations GES Ines Las Clear All Selections Evaluation Title Employee Ext Employee Descr BEE Date Completed Add Redact Eval All Calls
14. call details include e Call Transitions e Extensions e Outside Parties e ACD Agents OAISYS Management Studio User Guide Version 8 0 33 20AISYS d e ACD Groups e Account Codes e Annotations e Extra Info Annotations If you select this option the Annotations window will be displayed It includes e Author e Time Interval e Created Date and Time e Annotation Text e Subject Evaluations If you select this option all evaluations that are associated with the call will display Speech Search Results This option requires the add on OAISYS Speech search option If you select this option all previously saved speech search results that are associated with the call will display DETAILED VIEW The Detailed View section of the OAISYS application displays e Sections of the call that were and were not recorded e Sections of the call that the user does and does not have permission to listen to e Outside parties and extensions e ACD agents e ACD groups e Account codes e Extra information e Annotations e Coaching conversations e Time line for the duration of the call The user can select which of these options to display by clicking on Displayed OAISYS Management Studio User Guide Version 8 0 Ss a SOAISYS T Sections and entering a check mark next to the options they d like displayed Direct Capture Outside Number 602 222 3456 Date 6 25 2012 Start Time 4 19PM Duration 0 54 Ej ba DODD d
15. d n es one rr d dx a d dd m The OAISYS Management Studio will begin searching all of the calls in the highlighted folder for the information you entered A green bar indicates the search is in progress Once complete the number of calls that meet the search criteria will display next to the search Click Clear to Clear the search results in the selected folder Keep in mind that for a basic search all fields are searched and this may take a while if there are many calls in the selected folder The Cancel button is located in the Historical Calls section providing the ability to cancel a search before it has completed and will allow the user to cancel loading a folder full of calls This is particularly useful for customers with heavy call volumes All Calls Can View Address DateTime S Capture Getting Documents v E Extension Start Date Time Duration Call Recorded vd 2506 3 13 2012 12 23 1 16 Yes OAISYS Management Studio User Guide Version 8 0 Es 933 ZOAISYS Is Keep in mind that for a basic search all fields are searched and this may take a while if there are many calls in the selected folder Basic Search Below are all of the search fields used for the basic search e Start Date e Start Time e Outside Number e Duration e Call Direction e Subject e DNIS DID e DNIS Description e Account Code e Account Code Description e Outside Name e Area Code Nort
16. finished the next call evaluation in the list will open This will occur until the user clicks off of the Work Queue folder The Work Queue is repopulated with random calls every 24 hours according to the housekeeping settings The work queue will randomly populate with calls according to the user OAISYS Management Studio User Guide Version 8 0 ge as 2 SOAISYS de permission settings If a callin a Work Queue has more than one evaluation associated with it the following behavior will occur The evaluation form will open for the first agent or extension when the call is selected The user may choose to finish the evaluation later and can select the same call but another evaluation for the call The call will disappear from the user s work queue when any one of the available evaluations is complete If desired the user can find the other evaluations through a search in another folder in Historical Calls If a call has more than one evaluation associated with it the first agent or extension involved in the call will be the first evaluation in the list and thus the first evaluation to open OAISYS Management Studio User Guide Version 8 0 58 3OA ISYS LIVE CALLS The Live Calls application is used to monitor or listen live to calls as they take place This is a permissions based application requiring a user type of Call Manager designation for access to the Live Calls interface A user may have permission to all
17. that are currently taking place on the phone system or systems Calls can be live monitored across more than one Tracer system Calls by User This is a customized folder or folders that can be used to monitor live calls by a specific Tracer User Example A Call Manager has many calls in their All Calls folder and they are primarily interested in listening or monitoring a new employee s calls They can set up Calls by User folder Calls by Category This is a customized folder or folders that can be used to monitor live calls by any number of criteria This is set up similar to a search folder Example A Call Manager must watch for calls from a certain area code or if a Call Manager wants to be aware of outbound calls from a group of employees that exceed ten minutes Calls by Category folders can be used to accomplish this OAISYS Management Studio User Guide Version 8 0 60 l 3OAISYS Is Create a New Folder select Calls by User or Calls by Category gt Right click gt Choose New Folder Live Calls Calls by F Live Calls Start Date T ofS All Calls 2 fp Cal Rename Edit Folder Folder Name Search Type Advanced Advanced Search Field Account Code Description J F Value O Enter a name for your folder gt select the Search Type Basic Advanced or Call Filter gt enter your search criteria gt click Okay Your newly created fold
18. up later LIABILITY PROTECTION Put your business in the driver s seat when it comes to compliance issues or dispute resolution by keeping recorded archives of calls eliminating he said she said concerns ACTIVITY REPORTING Tracer s reporting and scoring capabilities quantifiably tell you who your star performers are and who needs extra help in realizing their potential SECURITY Ensures recording integrity through digital watermarking Permission settings dictate which calls the users can access SEARCH CAPABILITY Calls are easily found using any number of search criteria including telephone number account codes date or time of call and any customized field tags you create such as Abusive Caller or Agree to Pay INCIDENT RECONSTRUCTION Allows managers and other authorized personnel to play up to eight recordings simultaneously Multiple calls associated with a single incident can be bundled together for ease of playback and information retrieval Each recording has variable soeed volume and balance controls ensuring the accurate capture of critical information AUTOMATIC LOCATION INFORMATION INTEGRATION ALI ALI is commonly used in Public Safety to identify where someone is calling from it provides a physical address that corresponds with a phone number This information is integrated into the OAISYS solution and displayed as a street address and or longitude latitude coordinates In addition the address
19. you want to delete this Annotation NOTE You can only delete an annotation if you have proper permissions enabled SEARCH FOR AN ANNOTATION Annotations can be searched according to the Subject of the annotation the Text within the annotation by Author according to Date Time or a Date Time range Both Basic and Advanced searches can be performed on annotations Basic Search Enter the text string for the subject or the text within the annotation gt click Enter or Search All Calls Can View O O 1 500f123 942 Searchfor Webinar Clear Adv Find v p Customer Levels Extension Start Date Time ACD Agent Coordinates Call Direction Ka 2506 9 12 2011 9 50 2 Inbound Ee T9223 9 12 2011 9 48 5 Outbound Basic searches execute the search on all fields available Example lf you want to search for an annotation with a subject of Address as shown above a basic search would return results for all calls with Address in any field If there were a call with the outside name of Address for example this too would match your Basic search criteria For more information on Searches please refer to that section of the documentation OAISYS Management Studio User Guide Version 8 0 20 3OA ISYS Advanced Search An advanced search can be done based on the criteria of either the subject of the annotation or the text content of the annotation All Calls Can View O 1 240f24
20. 1 linda xT 9223 Slice Selected Segments Eval All Calls 2 linda x Linda x1009 d Seven Questions 3 linda E Linda x1009 Not Started Call Genter CS Radi linda x TO xT9223 Not Started Call Center CS Radi linda Linda x1009 Not Started Call Center CS Dro linda xT 9223 Not Started OAISYS Management Studio User Guide Version 8 0 Ss 3OA ISYS CALL MERGING The intent of this feature is for one legitimate PVD recording to be made out of multiple PVD segments In the case of a Radio recording the user has the ability to merge the segments into one recording This feature applies to audio segments only Individual Calls ES H H 1009 11 14 2011 11 10 53 0 20 602 222 3456 Individual Calls E H y OAISYS Management Studio User Guide Version 8 0 e 3OAIS YS CALL REDACTING Sometimes called Blurring or Scrubbing this feature provides the ability to highlight a segment of the audio and play silence over it This feature applies to audio segments only OAISYS Capture Outside Number 602 222 3456 Date 11 14 2011 Start Time 11 10 AM Duration 0 20 rd Db a 9 ah o KR Detailed View Displayed Sections HE A q amp Details At Time 11 11 10 000 201 002 Oe 0 04 1005 0 06 to 10 08 00 010 T11 012 013 oef 15 3 802 222 3456 x7 S222 Dip PORT 018 POS oa Outside Parties a 602
21. 221 Linda Gregg x1009 Linda Gregg x1009 Not Started Q Not Started OAISYS Management Studio User Guide Version 8 0 62 ZOAISYS OAISYS Desktop Monitoring is an optional companion product to Tracer In the Live Calls application users with permissions enabled for audio can also view the Live Desktop Activity of an agent while the call is in progress If a screen recording or desktop video is present for a call recording the user will see a green bar above the red bar in the visualization pane The red bar represents audio and the green bar represents desktop video There will never be desktop video without audio however there may be audio without desktop video Call Active Ext 3048 Outside Number Unknown Start 11 15 32 AM 52 gt mB i UMO DS GO Listen Live watch Lve Detailed View gt Details At Time 11 17 08 AM The red bar represents audio and the green bar represents video Evaluations Evaluation Title Employee Ext Employee Descri Final Score Eval AllCalls 1 DawntM 045 SRSuserl x30465 Mot Started Call Center CS DawntM SRSuserl x30486 Not Started The user must first select the Play button to begin playback of the audio The user can then select the Show button to begin playback of the desktop video DESKTOP REQUIREMENTS FOR SCREEN RECORDING e 2 5GHz processor e 1GB of RAM OAISYS Management Studio User Guide Version 8 0 Ge SOAISYS LI
22. 5 Feat GRANT BLVD JEFFERSON ST SW OF 212 2ND ST 95 3535907 29 7568306 COURT AVE GRANT BLVD PARKER ST NE OF 418 8TH AVE 95 2898711 29 9545424 OAISYS Management Studio User Guide Version 8 0 e CALLER LOCATION DRIVEN MAP The user can display a map showing a caller s location based on the caller s ohysical address or the longitude latitude coordinate information The physical address or the longitude latitude coordinate information can be entered into the OAISYS system in several ways Through ALI integration with a 911 system Through the OAISYS API By entering the information through the Desktop Client application Through call columns in the Management Studio All Calls Can View O 1 500f55 214 Search for Clear era BEE eas fiaen oaisys tempe az 2504 mesa az T9204 mesa az 0 0 1514 AZ Mills Mall Tempe AZ 33 383723 111 9 T9201 AZ Mills Mall Tempe AZ 7965 South Priest Drive Sui 33 383723 111 9 7965 S Proest Dr Tempe AZ 85 7965 S Priest Dr Tempe AZ 4420 e rocky slope dr phoenix az 4420 e rocky slope dr phoenix az 30 35 S a a bg 4 ba Q Start Date Time 3 4 2011 3 30 55 PM 3 4 2011 3 31 31 PM 5 27 2011 10 55 41 AM 3 4 2011 3 19 41 PM 3 6 2011 10 09 31 AM 5 26 2011 3 39 05 PM 4 28 2011 12 57 50 PM 6 3 2011 12 57 52 PM 3 4 2011 4 29 43 PM 3 4 2011 4 29 43 PM 5 2 2011 1 35 09 PM DDD HE Selected Call Outside Number 602 200 4251 D
23. Allow the recipient s to view annotations Enter a checkmark to indicate you d like the recipient s to view annotations associated with the call Allow the recipient s to view coaching history Enter a checkmark to indicate you d like the recipient s to view the coaching session associated with the call Click Okay to complete the sharing of the call s EXPORTING CALLS AND CALL SEGMENTS There are several options available when exporting calls those options include e Exporting selected calls e Exporting the entire grid e Exporting audio files to disk EXPORT CALL SEGMENT This is the ability to highlight a segment or multiple segments of a call and export only the selected segments This permission is enabled if permissions to export a call are enabled OAISYS Management Studio User Guide Version 8 0 45 DS ZOAISYS EXPORT SELECTED CALLS S TO CSV FILE Select one or more call recordings in the list Right click gt select Export selected calls to CSV File This csv file will contain all of the call data Organize New folder db Favorites Documents library EE Desktop Customer Service Calls Arrange by Folder e s Downloads Name Date modified Type Size m Dropbox S Recent Places No items match your search Libraries Ex Documents a Music Pictures EE Videos P Computer Local Disk C a Removable Disk 7 File name Es Save as type Comma Separated Va
24. SYS Management Studio User Guide Version 8 0 32 Z AIS YS Email an evaluation to someone once the evaluation is complete by clicking the Email Evaluation button as shown below Direct Capture Outside Number 602 222 3456 Date 8 13 2013 Start Time 12 13PM Duration 1 26 S Detailed View Displayed Sections E Details At Time 12 14 00 PM 00 2 10 amp Outside Parties 8 79223 amp Extensions x10098 Linda Gregg o nneotatieorng Annotations Evaluations sepat ey a Eval All Galls 1 linda xT9223 T9223 45 Completed SNIS 124 Eval All Galls 2 linda x1009 Linda Gregg x10 Not Started PB Seven Questions 3 linda x1009 Linda Gregg x10 Not Started This will display the Create and Manage Share box Email to an external user or share with another OAISYS client user T Email and Share Evaluation and Document e Sharing options This share will expire on Friday March 04 2011 SE Allow intemal user s to further share the document s Allow the recipient s to create change and delete their own annotations based on your permissions Send evaluation email OAISYS Management Studio User Guide Version 8 0 Ss Z AIS YS Once the evaluation is complete an Export Evaluation button becomes visible which allows the export of the evaluation to a specific file location Direct ZE Outside Number 602 222 3456 Date 8 13 2013 Start Time Deta
25. Title Employee Ext Employee Desci Eval All Galls 1 DawnCM xT5220 x71 9220 Completed 912 2011 10 0 Eval All Calls 2 DawntM x1019 Dawn x1015 Not Started Call Center CS DawntM x1 8220 x1 9220 Not Started OAISYS Management Studio User Guide Version 8 0 o i OAISYS Jg A call can have zero one or more evaluations associated with it The user will highlight a call in the call list view lf the highlighted call has an evaluation associated with it the evaluation will appear under the evaluation summary section Highlight the evaluation and click on the Evaluate button This will launch an evaluation form EVALUATION FORM An evaluation can have zero one or more categories with at least one question per category A text box is provided at the bottom of each category to add notes and commenis Use the Finish Finish Later or Cancel buttons at the bottom of the evaluation form to indicate the status of the evaluation fN Edit Evaluation 0 DDD CT a Eval All Calls 2 Ext xT9201 Grader DawnCM Call Outside Number 410 583 4948 Date 10 14 2011 Start Time 12 44 PM NTE Do you think the customer was happy with the agent s proposal Not Applicable Fail o A NOTE Evaluation scores can be modified by the user that completed the evaluation by selecting the evaluation clicking Evaluate making the appropriate changes and clicking Finish This will update the score accordingly OAI
26. VE DESKTOP ACTIVITY alupe AZ amp 1 TF F aire em Gibson Ex Girlfriend SIMD eege doe ann Agree to Settlement OAISYS Management Studio User Guide Version 8 0 e 3OAIS YS MULTI CHANNEL PLAYBACK The Multi Channel Playback feature provides the user with the ability to play up to eight recordings simultaneously This feature can be used for incident reconstruction The user can select up to eight calls from the call grid for simultaneous playback The calls will be played back as they occurred in real time The audio can be played back slower than normal in order to capture key information The Loop Playback feature can be used to play a section of a call or multiple calls continually or until it is manually stopped by the user Highlight the desired call in the Call Grid Use the Control or Shift keys to select additional calls gt right click gt select Multi Call Playback File View Config Help Histoncal Calls Incident E this Folder 2 Col F i Delete Permanently E Automotiv Set Expiration Ca Ent i s Sharing E Heskhcar Export Selected Call s To CSV File Gm E Bag Export Entire Grid To CSV File E VOX Samples i Expert Audio to Disk we vty Sant 3 SRS B a Work Queue Folders E U Folders Shared To Me OAISYS Management Studio User Guide Version 8 0 E SOAISYS f 5 The selected calls will appear in a Playback w
27. ailed View Displayed Sections o 3 a 8 Ha AZ e na Details At Time 9 01 12 AM 0 00 1 00 2 00 3 00 4 00 5 00 6 00 7 00 8 00 A 800 746 4352 L xT9220 68 x1019 Dawn D 9 12 2011 9 57 54 AM by DawnCM x1019 Dawn be 746 4352 pi 9 7 2011 12 14 49 PM by D wnCM 68 x1019 Dawn rt Outside Parties a 800 746 4352 xT9220 Extensions gP x1019 Dawn Annotations CH 9 7 2011 12 14 49 PM by DawnCM D 9 12 2011 9 57 54 AM by DawnCM Annotations Add Y DawnCM 9 7 2011 12 14 49 PM Cloud Webinar 2 04 5 01 Y DawnCM 9 12 2011 9 57 54 AM Avaya 3 35 7 09 Evaluations Evaluation Title Employee Ext Employee Descri nause ste o Date Completed DawnCM xT9220 Not Started Eval All Calls 2 DawnCM Dawn x1019 Not Started Call Center CS DawnCM xT9220 Not Started Call Center CS DawnCM Dawn x1019 Not Started Call CenterCS DawnCM xT9220 Not Started Each of these is explored in more detail on the following pages OAISYS Management Studio User Guide Version 8 0 15 3OA ISYS ANNOTATIONS Annotations are comments that are added to a call recording and aid in identifying key information about calls Annotations have a starting point an ending point an author a subject and text T OAISYS Tracer Management Studio Logged in as File View Config Help Historical Calls All Calls Can View Hi My Folders O 1 500f120 414 28 Calls Shared CO Calls Share
28. and or location are searchable components to provide insight for compilation of Statistical data for trend evaluation OAISYS Management Studio User Guide Version 8 0 Tracer was created to address the needs of the small medium and enterprise sized call centers making it the ideal call center recording and quality assurance solution All Calls Can View O 1 50 of 120 412 ES A Customer Levels j Start Date Time ACD Agent Coordinates 9 7 2011 11 59 45 AM 9 7 2011 11 59 1 9 7 2011 11 59 1 9 7 2011 11 58 3 9 7 2011 11 58 2 9 7 2011 11 58 0 9 7 2011 11 57 4 en Ze free a E A EI E Details At Time 11 59 51 AM a 818007454352 x79222 4 Outside Parties 818007464352 Evaluation Title cotas Date Completed Eval All Calls S DawnCM Call Center Cs DawnCM SH Call Center CS OAISYS Management Studio User Guide Version 8 0 E SOA ISYS SN OAISYS CLIENT PC REQUIREMENTS The OAISYS Client PCs must meet the following requirements Operating System Windows 7 Windows 2008 Windows 8 1 Windows Server 2012 Processor Pentium 4 2 0 Pentium 4 2 0GHzorhigher or Pentium 4 2 0GHzorhigher Gees Memory 1 GB Hard Drive 20 GB Video 128 MB Video OAISYS Management Studio User Guide Version 8 0 WX B i ISYS MY FOLDERS VIEW The My Folders expands to display several types of call folders these include e Call Folders e Work Q
29. ate 3 6 2011 Start Time 10 09 AM Duration 0 58 avy PAINADOIO DO Detailed View Displayed Sections Outside Nun 216 244 3 _ 336 479 6 972 786 480 222 3 808 935 1 808 935 1 480 222 3 _ T Call Location Map 7 AZ Mills Mall Tempe AZ S Arizona Mills Cir lt gt Requirements OAISYS Software Version 7 1 or later OAISYS Management Studio User Guide Version 8 0 Address Coordinates X comma Y S Arizona Mills Cir Arizona Mills Navajo Es a o E E s Coyotero Dr Ferwar Ave Mobile Home Park Kiowa a E oO Map data 2011 Google G rms of Use 70 gt 3OAISYS Jg TROUBLESHOOTING amp KNOWN ISSUES For troubleshooting and known issues please reference the OAISYS WikiSpaces http oaisys wikisoaces com Reference the Troubleshooting Guide for common issues htto www oaisys com downloads OAISYS Troubleshooting Guide 2011 pdf OAISYS Management Studio User Guide Version 8 0 eg
30. ation details 3 Use your mouse to highlight an entire call or just a section of a call 4 Click the nsert Annotation button as shown below OAISYS Capture Outside Number 480 222 3456 Date 3 27 2012 Start Time 9 19 AM_ Duration 5 53 5 2 Dr BKH GRO DO _ Insert Annotation Displayed Sections em Ros E A a E CS A Details A Sie ype 0 30 1 00 48 3 x79 e Leg DIGITS 1219523412 gt Outside Par E Conn ingi 480 3 xT9227 5 This will open the Create Annotation box The author field will populate the name of the user logged into the system The start time and end time will automatically be filled out according to the highlighted section of the call 6 Enter a subject for the annotation gt Enter text for the annotation gt Click Save to save the information NOTE You must enter either a subject or text or both You cannot leave both the subject and the text blank Author DawnCM Start Time 0 00 00 003 End Time 0 00 00 003 Subject Address l Tet 1234 E Main Street Anytown US 98765 OAISYS Management Studio User Guide Version 8 0 18 3OA ISYS Another way to annotate a call is to highlight the section of the call that you want to annotate and click Add in the Annotation section OAISYS Capture Outside Number 480 222 3456 Date 3 27 2012 Start Time 9 19 AM Duration 5 53 i e H em
31. back 26 MONOT D anae seqndseseaczceasseqiueasssebszceecedea tactdac Gael oaca DEcnoRca bands caido 26 Hei 26 Race 27 Playback COMMONS assustar ani s sais eeseeteas ented neticiert eet ane 29 Embedded Multi Call Player 30 D i e A E A E 30 PVA ONG EE 31 EE snes siche ue ceetctctaraiattetscataiqnaratargeace 31 CAI ESC E 36 Outside Number Lookup Link eee rereren erre serena er anne 37 Bled AIO le 37 DON EE 37 Lusiomze eee 38 Call List VC TC Ree Un 39 PHONO VG TOn MIS ENEE 41 Delete Permanently ccccccceeccseccceeeceeeceeeeneeeceueeseeseeeseueeseeeseeeseueeseeeseeeseeeeneeeseeesaes 42 SI elle de ee RR E RR ee eee 42 el EE 43 Add a new external user 44 em ele Beie Le GE 44 Exporingrealis ana Call e un E 45 Seel UE e pg q AR MR eee ee ee ee 45 Export Selected CGallsteitoCVFEie cccccccccseeeseeeeeeeeeseeeseeeesseeetseeesseeesaeeeeas 46 Export Entire Grid to CSV File 46 meo o o gp At o We Ke d E 46 Verify Signatures E RR DE OE OND E 47 Receiving a Shared Call 48 Nal Cedars O e S ERROR CRE RR RR SR OR RR RR 48 mb ale das EE 48 Sharing a Folder erre ree aerea aee re aan ere nene ren aerea ara ea arena nana 49 OAISYS Management Studio User Guide Version 8 0 SOAISYS Sharing Options 00 ccc ceecccceececceececeeeeecaeeeeceeeceseeeeesseeeeseeeeseeeesseeeesseeesseeesseeeesaneees 51 FUG Searching casadas Soares an te ceseacteaesecesqnosgsteceusesoeaeung decsosgsoeednaseeeecee
32. ch feature please refer to the Speech Search User Guide OAISYS Management Studio User Guide Version 8 0 E 3OAIS YS A work queue is intended to be used like a To Do list What needs to be done before I create a Work Queue 1 An Extension List or an Agent List must be set up in the Administrator 2 A call filter must be created in the Administrator 3 An Evaluation must be created in the Administrator The evaluation will be associated with either an agent list or an extension list and a call filter WORK QUEUE DESCRIPTION The user creates a Work Queue folder that randomly populates calls the user must listen to and evaluate This can be a set number of calls per day or per week or a percentage of calls that must be evaluated per day or per week Example want to evaluate a random sample 20 of my sales agents incoming calls each week Historical Calls ER Mu Folders EB Calls Shared 2 e C3 Calls Shared To Me 0 EN Report Drll Down j Sy My Calls ly All Calls Can View e A Call Folders Ss Tech ap 9 Folders Shared To Me OAISYS Management Studio User Guide Version 8 0 A OAISYS Jg CREATE A NEW WORK QUEUE Right click on the Work Queue Folders gt select New Folder This displays the following window Work Queue Folder Editor D Folder Name Evaluation Type Folder Name Enter a name for the Work Queue Folder Evaluation Type Select the evaluat
33. created search folder or a network folder You cannot edit your Inbox Shared Calls My Calls All Calls Can View folders or a user created call folder NOTE Editing a search folder changes the search criteria for the search folder and editing a shared folder changes the share conditions of the folder SHARE FOLDER You can share your Calls Shared My Calls or All Calls Can View folders If you have permission to share documents enabled you can share a Call Folder a search Folder your Calls Shared to Me Folder your My Calls Folder and your All Calls Can View Folder OAISYS Management Studio User Guide Version 8 0 14 304 ISYS CALL VIEW The Call View is a visual representation of a call It includes Information bar Playback controls Slider and Hover Ball Start and End Times of the call Call transitions Extensions and Outside Parties involved with the call Annotations Visual indication if a user does not have permission to certain parts of a call Visual indication for desktop video if Desktop Screen Recording is being used All Calls Can View G 1 1of1 Search for Webinar Search Adv Find lt gt Find v v Customer Levels Extension Start Date Time ACD Agent Coordinates Call Direction A 1019 8 11 2011 9 01 07 AM Outbound Im Selected Call Outside Number 800 746 4352 Date 8 11 2011 Start Time 9 01 AM Duration 8 55 Det
34. d To Me 0 f e o Customer Levels i Start Date Time 9 7 2011 12 04 39 PM Create Annotation Start Time 0 00 00 003 End Time 0 00 00 003 art Time 12 04PM Duration 0 42 Annotations Evaluations View Evaluate Evaluation Title Employee Ext Employee Descri Ce Je Date Completed Eval All Calls 1 DawnCM xT9201 xT9201 Not Started Call Center CS DawnCM xT9201 xT9201 Not Started Call Center CS DawnCM xT9201 xT9201 Not Started A user with permissions enabled can annotate an entire call or any part of a call The ability to Add Edit and or Delete annotations is permissions based By default a user will have the ability to annotate all of the calls that appear in their My Calls folder There are no limitations on the number of annotations a voice document can have Part of the power of the OAISYS Client is the ability to conduct a search based on text entered as an annotation For more information on permissions and permission lists refer to the OAISYS Administrative Guide VIEW ANNOTATIONS There are several ways to identify if annotations are associated with a call e From the Visualization window you can identify annotations by the date time stamp and author next to the annotation icon OAISYS Management Studio User Guide Version 8 0 we 92 X N SOAISYS f e From the Detailed View you can identify annotations under the Annotations section A checkmark in the box beside Annotations mu
35. ders To create a new shared folder Highlight the folder you want to share Right click gt Select Share Folder f E 3 My Folders oC Calls Shared select the users user groups to share the folder with and it will appear under the Shared Folders of the selected RI Cem re New Folder users user groups The name of the SJ Work Queue Fo Delete i 6 CC Folders Shared To user who shared the folder will also Rename appear under the Shared Folders Edit Folder Share Folder OAISYS Management Studio User Guide Version 8 0 A 3OA ISYS FOLDER MAINTENANCE Each time you select a folder and right click on it you will see the following options New Folder e Edit Folder Delete e Share Folder Rename Some of the options may be greyed out This means you do not have permission to access the option or that the option is not available for the selected folder DELETE You cannot delete your Inbox Shared Calls My Calls or All Calls Can View folders If you have permission to delete enabled you can delete a user created call folder a user created search folder or a user created shared folder RENAME You cannot rename your Inbox Shared Calls My Calls or All Calls folders If you have permission to rename enabled you can rename a user created call folder a user created search folder or a user created shared folder EDIT FOLDER If you have permission to edit enabled you can edit a user
36. dify annotations Allow View Coaching History Checking this box enables the users user groups you are sharing the folder with to view coaching histories associated with the calls in the shared folder Allow View Annotation History Checking this box enables the users user groups you are sharing the folder with to view annotation histories associated with the calls in the shared folder NOTE Shared folders cannot be further shared by a recipient of a shared folder OAISYS Management Studio User Guide Version 8 0 Z AIS YS FIND SEARCHING There are two types of searches available within the OAISYS Management Studio Basic and Advanced Each is available from the call list section of the application NOTE Searches cannot be conducted on the criterion of Redacted BASIC SEARCH The basic search allows the user to enter a text string consisting of letters numbers or characters and the application will search all fields for the text string entered by the user To perform a Basic Search Click on the Find button gt highlight the call folder you want to search Enter the information you want to be found gt click the Search button as shown below or click Enter on your keyboard Automotive o kg 1 Sof3 KA Search For fed o Clear Ady Find ok ok Start Date Time Outside Number Duration Call Dire Outside Name Account Code ONIS 5 16 2009 11 10 06 AM 766 2256 aie Outbound oe Flas A d
37. dinates a CH Report Dril Down 888 496 9040 2506 CH My Calls 5 3 2012 10 49 55 AM 12 18 888 496 9040 Outbound 1504 E CH Al Calls Can View EI 4 16 2012 10 31 48 AM 3 14 480 555 1212 Inbound 1607 E 4 17 2012 12 30 49 PM 1 38 480 555 1212 Inbound 1607 Sa 5 14 2012 8 27 42 AM 1 47 888 496 9040 Outbound 1207 4 26 2012 9 56 37 AM 44 21 480 222 3456 Inbound 1016 4 26 2012 11 12 09 AM 14 15 480 496 9040 Inbound 1514 5 3 2012 1 14 48 PM 39 29 888 496 9040 Inbound 1016 4 26 2012 1 02 04 PM 1 01 888 496 9040 Outbound 1514 4 26 2012 1 08 49 PM 1 28 888 496 9040 Inbound 1514 5 10 2012 1 26 26 PM 0 58 480 496 9040 Outbound 1534 Sa 4 20 2012 8 34 09 AM 0 30 480 222 3456 Outbound 1004 A 4 27 2012 8 35 55 AM 16 30 888 496 9040 Inbound 1016 OAISYS Capture Outside Number Date 4 23 2012 Start Time 2 19 PM Duration 0 51 SA PABNAVO DO Detailed View Displayed Sections A Details At Time 2 20 06 PM mm 05 s Kek Richard gP x1005 Kek Richard Rx 62 x2504 MK DIGITS 1005 Outside Parties 2 Extensions gP x2500 gP x2504 Annotations Collapse All Expand All Y System 4 23 2012 2 19 23 PM 0 00 0 00 Y System 4 23 2012 2 20 13 PM 0 51 0 51 Evaluations DIGIT CAPTURE Used for Analog Digital T1 PRI Trunk Taps and Digital Stations using NGX boards only this feature captures the DTMF digits entered on recorded calls Users with appropriate permissions can view t
38. e Expires The date until you are able to view the shared cal call segment Share Recipient The person receiving the shared call call segment Sharing User The person who sent the shared call call segment to you Subject Extra info added to call by another OAISYS application Read Displays an envelope in the column an unread call looks like a closed envelop and a read call looks like an open envelope Received Share Represents calls call segments that have been shared to you Ref ID Document reference identification number Start Time Start time of the call only does not include date Area Code Area code of the inbound or outbound call if available PVD Pathname Location where the PVD is stored Save Until Date document is tagged as being saved until default is blank OAISYS Management Studio User Guide Version 8 0 39 D SOAISYS dk Call Recorded Yes No indicates whether or not the call was recorded Cal Answered Yes No indicates whether or not the call was answered Customizable Call Columns In addition to the call columns listed above custom call columns can be set up in the OAISYS Administrator NOTE lf there are multiple values associated with a column the last value entered will be displayed Example lf more than one account code is entered during a call the last account code that was entered will display in the Account Code column Some PBXs do not support all of th
39. e View Config Window Help Historical Calls All Calls Can View CC My Folders O 1 500f412 O Search for Search Cear Adv Find CHA Calls Shared CH Calls Shared To Me 0 m EN VC Search Criteria E ch Machen E ME Extension Exactly Matches 1009 Value 1009 CO Call Folders _ 3 Call Search Folders el ae Work Queue Folders ES 9 6 Folders Shared To Me Start Date Time Outside Number 11 18 2011 10 41 59 52119928 11 17 2011 2 02 02 PM 0 09 602 222 3456 11 17 2011 2 01 50 PM 0 06 602 222 3456 11 17 2011 2 01 50 PM 0 20 602 222 3456 11 16 2011 2 40 07 PM 23 22 04 602 222 3456 11 16 2011 8 57 48 AM 17 44 214 242 5988 mm am as nar taani nra rrenan d H H 3 E A 4 II Selected Calls 3 Start Date Time 11 17 2011 2 01PM Total Duration 0 20 PENADO DG Speed S 9 8 50 Calls Timeline 2 01 53 PM 10 Individual Calls ee A 1 602 222 3456 on 3 2 602 222 3456 ie d A 3 602 222 3456 CALL DETAILS The Call Details section of the client application displays e Outside Parties and e Account codes extensions e ACD agents e ACD groups The user can select which of these options to display by clicking on Displayed Sections and entering a check mark next to the options they d like displayed e Extra information e Annotations Example If the user does not want to see where ex
40. e folder File folder File folder File folder File folder File folder 12 13 PM Duration 1 26 FB x1009 Linda Gregg 132013 12 4 Felder i gt Hide Folders NOTE The file will be saved in csv format a OAISYS Management Studio User Guide Version 8 0 34 i SOAISYS T Once you click the Save button you will get a message File C Users ilgregg Documents PM Tracer Customer Satisfaction cn Evals Exported Evaluation csv does not exist Do you want to create it Click Yes to save the file gt Browse to the saved file to review the content Perform a Live Evaluation following the same steps from the Live Calls application OAISYS Management Studio User Guide Version 8 0 35 3OA ISYS CALL LIST VIEW The call list view consists of a listing of all calls in a selected folder Calls can be read or unread An unread call is displayed in bold text You can also distinguish a read call from an unread call by the icon that appears in the first column of the call list view The read icon looks like an opened envelope while the unread call icon looks like a closed envelope All Calls Can View O gt 1 50 of 246873 nd Ur Sie 8 6 Extension fi Start Date Ti ime Duration Call Recorded PVD Origin Address 1026 3 13 2012 9 00 14 AM 0 52 ves OAISYS Capture g 10083 13 20129 00 12 AN 4 34 Yes OAISYS Capture mm 3 13 20128 59 49AM_1 55 Yes OAISYS Cap
41. e information available in call columns OAISYS Management Studio User Guide Version 8 0 m 3OA ISYS REMOVE FROM THIS FOLDER You can remove a call from a folder if you have permission to do so permissions are assigned by the Administrator When you remove a call from a folder you do not delete the call recording You simply remove the reference to the call from the selected folder You cannot remove calls from the Shared Calls My Calls All Calls or any of Search folders E iw L 2302 kA Search For Search Clear Ady Find Find 7 Gi Start Date Time Outside Number Duration Call Dire Subject Outside Mame Account Code So W2009 11 10 08 OM i 766 2756 Remove from this Folder gt Remove From this Folder SI18 2009 11 06 52 AM 766 2786 Delete Permanently 5 18 2009 11 00 00 AM 602 292 201 Set Expiration Sharing Export Selected Callis To CS File Export Entire Grid To CS File Export Audio to Disk Verify Signatures To remove a Call Select a call gt Right click gt Select Remove from this Folder A confirmation dialog box will appear Confirm the removal by clicking Yes or cancel the removal by clicking No Remove documents Gre vou sure vou wish bo remove the selected documents OAISYS Management Studio User Guide Version 8 0 e BE l SOAISYS Is DELETE PERMANENTLY You can delete a call from any folder if you have permission to do so
42. ed fields into the column header at position desired NOTE If a user attempts to move a column and the header disappears from view the user can find the column header using Field Chooser OAISYS Management Studio User Guide Version 8 0 38 S KX e ZOAISYS CALL LIST FIELD COLUMNS gt gt Call Record ID ID Number of the Call Record Start Date Time Date and Time the call started Duration The length of time the call lasted from start to finish Outside Name Name of the outside caller for inbound calls if available Account Code Account code entered during call if applicable Outside Number Number of caller for inbound outbound calls if available Call Direction Direction of call either inbound or outbound ACD Agent ACD Agent associated with the call ACD Group ACD Group associated with the call DNIS DID DNIS or DID if available Extension Last extension involved with the call Extension Description Programmable descriptor field for the extension can be agent s name or other value to identify the owner of the extension Issued Share Represents calls call segments you have shared with others Original User The person who initiated the share PVD Origin The origin of the call recording document options can include OAISYS Capture Imported Sliced Merged Unknown Save Until Date the call document is tagged as being saved until default value is blank Shar
43. er will appear as a subfolder in your Live Calls folder view When you highlight the folder all calls that meet the criteria will display Go to View gt Field Chooser to select the fields you would like to display in the Call Grid gt drag and drop the fields OAISYS Management Studio User Guide Version 8 0 61 3OAISYS ss LISTEN LIVE Double click on a call in the call grid to open a child window Click the Listen Live button to immediately begin playing the call over your PC speakers Call Redaction Users can redact portions of live calls if appropriate permissions are enabled Spoken time overlay remains in place even if a portion of the call is redacted NOTE You can click Listen Live from the parent window also Live Calls 5 6 Live Calls Start Date Time i Outside Number Outside Name Al Calls 11 8 13 2013 12 52 30 PM 410 961 6620 3 es wi E 8 13 2013 12 41 17 PM 808 443 2816 i NONE 8 13 2013 12 39 03 PM 425 460 3044 i FIRSTLINE 8 13 2013 12 50 35 PM 209 955 2643 i ITS 8 13 2013 12 33 15 PM 972 948 7513 i TEXAS 8 13 2013 12 46 16 PM 770 446 3100 i FULTON COMMUNIC 8 13 2013 12 52 22 PM 303 656 3335 i DENVER CO 8 13 2013 12 35 41 PM 817 485 0300 i HUGGINS HONDA 8 13 2013 12 34 10 PM 905 267 4428 8 13 2013 12 51 42 PM 8 13 2013 12 49 27 PM 1004 Cisten ive L Bx1009 Linda Gregg x1009 Linda Gregg Mew Eat Employee Ext Employee Description Final Score Date Completed xT9
44. folder into one of your static folders NOTE The call will remain in your My Calls folder as well as the folder you placed it in ALL CALLS CAN VIEW The All Calls Can View is a dynamic default folder that appears in every user s application interface Calls are populated based on user permissions You cannot drag and drop calls into this folder However you can drag and drop calls from your All Calls Can View folder into one of your static folders NOTE The call will remain in the All Calls Can View folder as well as the destination folder OAISYS Management Studio User Guide Version 8 0 10 DS 20OA Jg ISYS CALL FOLDERS Every user will have Call Folders in their application Call folders are static user created folders The user can add and remove calls from any other folder and put them in a call folder Histoncal Calls pic 3 My Folders CS Calls Shared To create a new call folder ES Cals Shared To Me 0 Highlight Call Folders rest Right click gt Select New Folder Ar New Folder an Folders SH A folder will appear under your Calls Folder called New Folder Name your new folder and it will appear with its new name in alphabetical order under your Calls Folders SEARCH FOLDERS Call Search folders are dynamic which means each time you select the folder it will search for calls that meet the criteria or condition that you have set for that folder Permissions set by the Administrator de
45. h America only ADVANCED SEARCH e Agent ID e Agent ID Description e Extension e Extension Description e Extension Name e ACD Group e ACD Group Description e Extra Call Info e Annotation Content e Annotation Date e Annotation Author e Annotation Subject The advanced search is located at the top of the Call List View and allows the user to select a specific field to search and a value for the field Advanced searches are most useful when you know exactly what you are looking for My Calls o gt 1 50of 4 451 gt Search for ri Start Date Time Outside Number Duration 3 109 2009 12 12 36 PM 715 7965 0 16 10 9 2009 8 45 23 AM 972 246 9985 1 31 EE 10 9 2009 6 40 54 630 716 3115 DR 10 9 2009 6 31 21 319 345 6710 4 71 To perform an Advanced Search Clear Adv Find Subject OOfsiie Megmg Account Code DNIS D ZEPPELIN 9040 Use the folder view on the left gt highlight the call folder you want to conduct the Advanced Search on gt Click Adv Find gt select a field from the drop down box Selecting the field enables a condition control The condition control populates with conditions that are appropriate for the selected field If appropriate the value control will become enabled OAISYS Management Studio User Guide Version 8 0 53 SOAISYS Enter a search value The advanced search window allows for multiple criteria including missing information Example sea
46. he digits captured SORT Columns can be sorted by clicking on the column header There are up to four sort orders After clicking on the first column a number one will appear in that column Hold the Control Ctrl button down and select the second column you d like to sort by OAISYS Management Studio User Guide Version 8 0 a 933 l SOAISYS Is CUSTOMIZE Information about calls appears in table format consisting of rows and columns Each row represents an individual call Each column represents information about the calls The order in which the columns appear can be customized by dragging and dropping the column The columns you display in your document list view are customizable per user Right click on the column header gt Select Field Chooser All Calls Can View CA 101 150 of 230333 le poe wee Start Date Time Duration 8 10 2011 6 49 5 0 13 8 10 2011 6 46 1 27 42 SO 2011 ease PES 8 10 2011 6 44 4 0 14 8 10 2011 6 44 0 0 06 Sort Ascending Sort Descending Remove Column Field Chooser HRN Or from the menu bar go to View gt Field Chooser Config Help Field Chooser Ea Call Visualization Panel Column Fields Modify Annotations Original User PVD Pathname Ref ID ReShare Share Recpient User Share Recipient User Group Start Time Subject WXT Ref ID Event Log Show Hide Folders Field Chooser Note Drag Drop desir
47. iled View amp Details At Time 12 14 45 3 Gesi eg CH 8 13 2013 12 22 08 PM by linda 4 x1009 LindaGregg amp 802 222 3456 3 x1008 Linda Gregg gt Outside Parties a 602 222 3456 xT o223 Annotations Evaluations ave Export Evaluation ZH Email Evaluation Employee Descrip ise E o n Date Completed Evaluation Title Employee Ext Eval All Calls 1 linda xT 9223 Eval All Calls 2 linda x1009 Linda Gregg x10 Seven Questions 3 linda x 1009 Linda Gregg x10 Pa M amtar dC lin aa ae Ta awe TS To export an evaluation Click the Export Evaluation button gt Enter a File Name for your evaluation gt Completed Not Started Not Started Blat Carda Select the desired location for export gt Click Save GQ Ee E Dbranses Documents Search Documents Ge BEN i Organize e New folder Hr Favorites Documents library Ca Desktop Includes 2 locations Jg Downloads Gs J H Recent Places Mame J PM J PRICE LISTS June 2010 Libraries di OneNote Notebooks E Documents a Music Snagit kl Pictures A My Shapes A Inter Tel My Google Gadgets Add in Express EE Videos jE Computer Local Disk C 7 4 m File name Exported Evaluation t Arrange by Date modified 2 18 2011 11 20 AM 12 3 2010 12 26 PM 9 3 2010 1 59 PM 8 12 2010 9 17 AM 8 10 2010 12 57 PM 8 4 2010 12 50 PM 8 3 2010 11 53 AM 8 3 2010 8 38 AM Type File folder File folder Fil
48. indow T Multi Call Playback Selected Calls 5 Start Date Time 4 27 2010 9 11 AM Total Duration 30 26 D gt Bid 4 OD S PA Oy Calls Timeline 26 59 4 Individual Calls UK Ge 8 1 480 224 3604 g 1a CALIFORNIA L R Er 3 916 679 1853 W amp amp 43 480 224 3604 E gt Tu gt amp 4 913 362 9000 A Be a 5 CHANDLER UNIFIE 480 224 3604 Basic Call Information will be displayed Please note that extension and other call information is available in other views within the OAISYS Management Studio The Multi Call Playpack window does not display extension information Selected Calls This displays the number of PVDs or calls that are loaded into the window Start Date and Time This is the start date and time of the call If more than one call is selected this is the start date and time of the earliest or first call Total Duration This is the total of all call durations Playback Controls Use these buttons to control the playback of the audio OAISYS Management Studio User Guide Version 8 0 Se SOAISYS Is PLAYBACK CONTROLS Use the playback buttons to control the audio Change Volume Stop Rewind Skip Play Begin playback of the audio Stop Stop audio playback Restart restart the audio from the beginning of the file Rewind rewind the audio ten seconds Fast Forward fast forward the audio ten seconds Skip Ski
49. ing were altered in some way the integrity check would fail OAISYS Management Studio User Guide Version 8 0 47 D Seille dk To use this tool Highlight the desired call s in any folder gt right click gt select Verify Signatures FPVD Validation The integrity of all selected calls has been verified RECEIVING A SHARED CALL INTERNAL USERS Once a Call recording has been shared with you by a user the call s will appear in your Calls Shared To Me folder or Inbox The number in parentheses shows how many new calls you have in your Inbox Historical Calls oo en Mu Fold lf the Management Studio is minimized and you y Folders 29 Calls Shared receive a new call in your Calls Shared To Me c3 LEIS AE folder you will receive a visual notification A 5 Report Drill Down T d E My Cals pop up notification will announce receipt of a new CS All Calls Can View call and an icon will appear in your tray lt Q Call Folders a Call Search Folders a Work Queue Folders olders Shared To Me Tracer You have 2 unread messages in your Inbox 1 of them is nem You can sort Shared calls The column headers indicate if a call is shared who it is from the date the share expires and if the recipient is allowed to create edit or delete annotations EXTERNAL USERS Once a call has been shared with a recipient by a user the recipient will receive an email notification that includes a link to the call reco
50. ion you d like this work queue to be associated with from the drop down list NOTE Evaluations must be created in the administrative application before they will appear in the drop down list Selection Mode Select either Percentage of Calls or Number of Calls Percentage Enter a percentage of calls you wish to evaluate Number Enter the number of calls you wish to populate the work queue Refresh Select Daily or Weekly This is how often you would like your work queue to repopulate with fresh calls Checkbox Enter a check to indicate that the agent s must evaluate the same call s If selected the agent will see a work queue folder in their Tracer application The work queue will automatically be populated with the same calls that their manager evaluated OAISYS Management Studio User Guide Version 8 0 ge DS ZOAISYS 5 EDIT A WORK QUEUE Select the Work Queue gt right click gt select Edit Folder Change any information and click OK to save the changes The following warning message will appear User Confirmation Changing work queue settings will result in the folder getting cleared A out and repopulated with calls that match the new criteria Are you sure you want to continue NOTE Clicking Yes will remove all existing calls in your Work Queue Your folder will repopulate with new calls DELETE A WORK QUEUE select the work queue folder you want to delete gt right click gt select Delete Edit
51. ive Calls Tracer is OAISYS professional interaction management solution and is designed to provide organizations with greater insight into their phone based interactions and as a result more efficient management of their overall business operations Tracer leverages OAISYS Portable Voice Document PVD M technology paired with advanced contact center management features including customizable employee performance evaluations live and automatic call monitoring quality and resource utilization reporting and synchronized desktop screen recording capabilities Using the OAISYS Tracer contact center recording and quality assurance solution call recordings across the enterprise become a vital part of developing effective compliance process and risk management programs Tracer call monitoring functionality ensures phone based interactions are readily available for handling disputes and verifying transactions OAISYS Management Studio User Guide Version 8 0 WE 3 JAIS YS FEATURES AND BENEFITS OAISYS Tracer contact center management software provides robust enterprise class call recording capabilities and quality assurance functionality including EASE OF TRAINING Highlight agents strengths and weaknesses using actual calls and improve their performance through real world examples LIVE CALL MONITORING Listen to calls as they happen and coach agents in real time through instant messaging reducing the need for follow
52. l file s after conversion Browse to the location of the export folder for example House Fire Enter a file name if desired OAISYS Management Studio User Guide Version 8 0 Se q l SOAISYS Je AUTOMATIC LOCATION IDENTIFICATION INTEGRATION Automatic Location Identification ALI is an optional feature and is commonly used in Public Safety to identify where someone is calling from it provides a physical address that corresponds with a phone number This information is integrated into the OAISYS solution as part of the call record and displayed as a street address and or longitude latitude coordinates In addition the address and or location are searchable information to provide insight for compilation of statistical data for trend evaluation 4 This optional feature requires a PSAP or 911 system providing the ALI information to OAISYS Each 911 system may provide different output that OAISYS will need to interpret Below is an example of what the ALI integration may look like in the Management Studio Vat Opte ee Our eter we A LL 4645 AM rp Sieira D 7 GRANT WVO A MILL 0 55 55 AM H 13 954 0007 VALL 42 EPPERSON 1 D MILL 034045 AM Tut ag ET ater i Sw Of 2 2 IwO 9 pt 3535907 sd ESTILOS 4245 AM 3 uid 61 4546 i 713 5553 5470 COURT AVE D LOL ipar AM i Cr LSS ERL H LO Geant avo sd AZIO 0 52 42 AM F13 355 5097 Parkir 7 A LOL1LL 608 33 AM P 713 553 0045 VERIZON ME OF 418 STH AWE 4
53. ll expire on Sunday Febuar 27 2011 E Allow Document Remove Allow Document Add E Allow Annotation Modification E Allow View Coaching History Allow View Annotations History select the users user groups you want to share the folder with by entering a checkmark next to their name If you wish to share with an external user who is not listed and you have permission to add external users follow the instructions below Click the New button gt add their name email address and expiration date for their temporary account gt Click Okay fT Create a new External User Name Email Address Account Expires On Thursday September 15 2011 E OAISYS Management Studio User Guide Version 8 0 Sp 92 l ZOAISYS 5 SHARING OPTIONS select the date the shared folder will expire on or click on the drop down to pick a date from the calendar Allow Document Remove Checking this box enables the users user groups you are sharing the folder with to remove calls from the shared folder Allow Document Delete Checking this box enables the users user groups you are sharing the folder with to permanently delete calls from this folder Once deleted the call is gone Allow Document Add Checking this box enables the users user groups you are sharing the folder with to add calls to this folder Allow Annotation Modification Checking this box enables the users user groups you are sharing the folder with to mo
54. lues csv amp Hide Folders EXPORT ENTIRE GRID TO CSV FILE Select any call in any folder right click and select export entire grid to CSV file This will export all calls in the highlighted folder to a single csv file EXPORT AUDIO TO DISK You can export the audio files to disk if you have permission to do so permissions are set by the Administrator To export to disk Select a call in the list view gt righi click gt select Export Audio to Disk OAISYS Management Studio User Guide Version 8 0 46 SOAISYS de Browse to the location to export the audio file gt select a format from the drop down list T Export Audio to Disk pu ao Export Folder C Documents and Settings grego Desktop PVDs for testing Export Filename without extension F blank the PVD filename will be used File Progress 100 00 Total Progress 100 00 Completed 3 out of 3 files with 3 failure s eee Check the box to indicate whether or not you d like to email the file after it has converted If you check this box an email window will pop up after the file has been converted You can type in one or more recipients email address and the file will show attached VERIFY SIGNATURES The OAISYS system applies a digital signature to every call recording The purpose of this digital signature is to validate the integrity of the recordings This tool is used to check to see if the digital signature is intact lf a record
55. p over sections with no audio Change Volume adjust the volume of the audio SPEED BAR This tool allows the user to play audio faster or slower than normal ott Drag the slider to the left to slowdown and to the right to speed up the audio The speed control applies to all calls in the player THE CALLS TIMELINE The Calls Timeline represents the time the first call started until the time the last call ended The time displayed to the left is the current place of the blue Tracker Ball INDIVIDUAL CALLS Each call loaded into the window will be represented by a red line Each call has left right speaker control Each call has volume control The calls all have the OAISYS Management Studio User Guide Version 8 0 67 9 i SOAISYS Ze 5 Caller Name and Outside Number when they are available Please note additional call details are available in other views within the OAISYS Management Studio EXPORT MULTIPLE CALLS RELATED TO AN INCIDENT The ability to select one or more calls audio for export is a permission that can be allowed or denied MP3 WAV and PVD formats are supported select the calls from the call grid gt select Export Audio to Disk or click the Export icon in the Multi Call Playback window T Export Audio to Disk Export Folder CAlncident3443 Export Filename without extension if blank the PVD filename will be used House Fire on 1122 E Em St lt 64 KBPS gt WAV PCM Emai
56. rch all call documents that do not have a correlating account code Use the And Or toggle to change the search from an and statement to an Or statement Use the up and down arrows to move the search elements up and down to Support grouped element searches Field gt gt SR Search Criteria Condition che Mehr ll Ag Annotation Text Contains Phrase Webinar Exactly Matches e Matches O AND Extension Exactly Matches 1019 Value 109 E E And Or Toggle and Delete button E Finally click Execute Search to begin the Advanced Search While the search is performed you will see a green bar indicating the search is in progress Once the search is complete the number of calls meeting the search criteria is displayed next to the Search Click Clear to Clear the search results in the selected folder Close the Advanced Search dialog box by clicking on the X in the upper right corner SPEECH SEARCH OPTIONAL Speech Search is an optional feature which allows users to search historical call recordings for one or more keywords or phrases spoken during the phone call This feature is embedded in the Advanced Search section and is phonetically based even a slight difference in spelling will affect the outcome of the search results You may add more than one word or phrase in the same manner as you add additional call data search criteria For additional information on using the Speech Sear
57. rding If the recipient has OAISYS Management Studio User Guide Version 8 0 48 3OAIS YS loaded the OAISYS client previously the client will launch upon clicking the link and the distributed call will be selected and available for the user to play and view the information they have permissions to access If the recipient has not loaded the client before they ll be prompted to do so By default the temporary account should be valid for three days The distributor of the call recording can set this to another value NOTE The recipient must have NET 3 5 SP1 and NET 4 0 as well as DirectX June 2010 release or later installed on their PC SHARING A FOLDER From the folder view select the folder to share gt Right click on the folder gt select Share Folder eeng Calls Automotive a My Folders o ij Calls Shared C3 Calls Shared To Me DI L e Start eee 3 Report Drill D own TE 5 My Calls SS GIL All Calls Right Click ay TET Call Fold E Subomothwe 5 Healthcare Insurance G My Calls 5 Screen Recordi VOM Samples 3 Call Search Folders a Work Queue Folder Folders Shared To Me Delete Rename em EECH OAISYS Management Studio User Guide Version 8 0 49 T Share Folders Do not share with Name Class Expires af All Users User Group Call Agents User Group Af Call Managers A linda Ai roland Sharing options This share wi
58. re on Enter a checkmark to indicate you d like to specify an expiration date Enter a date or click on the drop down to display a calendar This is the date the selected user or user group can access the call s through Ifa user tries to access a document beyond the expiration date they will receive an expiration notice and they will not have access to the call s Allow internal user s to further share the call s Enter a checkmark to indicate whether or not you d like to allow the recipient s of the shared call s to share the call s with someone else NOTE If the recipient of the shared call s is allowed to further share the call s the next recipient will be limited to the permissions of the original sender Example lf you share a call involving you and the president of your company but you only have permission to listen to the segment of the call that involves you the OAISYS Management Studio User Guide Version 8 0 D 33 SOAISYS Is recipient and anyone whom they share it with will be limited to the segment of the call that involves you Allow the recipient s to create change and delete their own annotations based on your permissions Enter a checkmark to indicate whether or not you d like to allow the recipient s to be allowed to use the annotation feature to create edit or delete annotations This refers to their annotations They cannot edit or delete annotations that already exist in the call s
59. s teeaeeeeeeeeee sees 52 SIC SO DEE 52 Advanced earch eeseKERRSKEEKREKEERRSKEERREREE REENEN ESEEENEREE RENE RER REENEN SEN ER EENS 53 Speech Search Optonal eee eeeree rena rrenan renan erena rrenan 53 Work Queues Tracer on 54 Create a new Work Queue e eeeeeeeeeeerenerene era nanerena rrenan er ea arena arena 55 Gia VY Ol TEEN 56 Dec a NOK QUE eene 56 Using a Work QUOQUE serere ee ETENEE EEEE 57 EEEO U eer ee er ear ear r aan r ear ear anna A ear aan 59 The Folder View within Live Galles 60 Bt EE 62 Live Desktop Monitoring Optional 63 Desktop Requirements for Screen Recording erraram 63 NIE E Ee 65 Playback controle erre eereaeeren cre nerre aeee anne aerea arena rena ee an renado 67 Export Multiple Calls Related to an Incident eee 68 Automatic Location Identification Integration 69 Caller Location Driven Map eee erere rrenan ceras er aaa er aa nnando 70 TFOUDISSHIOOLING amp KAOwN as apsaneinaaa sacia eE Ee RARER anna spas eiaa 71 OAISYS Management Studio User Guide Version 8 0 SOAISYS OVERVIEW This document serves as a User Guide for the OAISYS recording solutions Tracer and Talkument version 8 0 The features described in this document apply to Knowledge Workers Call Agents and Call Managers The following features are Tracer only features and are not available with Talkument Reports Evaluations including Live Evaluations Work Queues Coaching L
60. st be selected to display annotations The annotations appear as a yellow bar on the timeline in the place in the call where the annotation was entered e Expand the Annotations panel Highlight an annotation on the left to see the Author Start Time End Time Subject and Text on the left eneen leg OAISYS Capture Outside Number 972 Date 2 19 2013 Start Time 3 36 PM Duration 1 04 01 Bd i UKODEDP ooo 2 l Detailed View Displayed Sections Si Ee 3 a Raa Details At Tim OI LO d 40 00 SO TODD a 3 eee 2 20 2013 6 26 49 AM by DawnCM Lage DIGITS 3 BA Tracer l sree ID 2006 DIGITS dx 614 Doug Saviano DIGITS 00 Tracer ID 2008 DIGITS 1100 Tracer ID 2008 DIGITS 1 3 x2006 amp Outside Parties RADCO 3 inss Extensions g x2500 x2507 g x2006 g x1514 Annotations D 219 20 EN 2 19 20 Extra Info ME DISITS Annotations L3 colapse al System 2 13 2013 3 36 45 PM Recording Started 0 00 0 00 System 2 1013 4 40 49 PM Recording Stopped 1 04 01 1 04 01 DawntM 2 20 2013 6 26 49 AM Annotation 10 26 42 26 Evaluations tit ala x Speech Search Results OAISYS Management Studio User Guide Version 8 0 we Z AIS YS ADD OR INSERT AN ANNOTATION 1 From the call list view highlight the desired call The highlighted record will load in the Call Visualization area 2 Click on the highlighted call to open the Call Visualiz
61. tension 1009 is involved in the call below uncheck the box and the bar next to x1009 will disappear OAISYS Management Studio User Guide Version 8 0 30 3OA ISYS Call transitions are represented by different colors Each call state and duration of that state is displayed as a color coded bar Annotations are represented by a color bar for the duration of the annotation and at the point in the timeline where the annotation was entered Account codes and extra info are displayed with markers below the color coded bars Direct Capture Outside Number 602 222 3456 Date 8 13 2013 Start Time 12 13PM Duration 1 26 2 DhINADO DO i Detailed View Displayed Sections Ka EI e Oo A x en a a A Details At Time 12 14 00 PM T 0 00 7 2 a 4 1 20 Outside Parties A 79223 Extensions x 1008 Linda Gregg gt Annotations EN 8 13 2013 12 14 01 P EO 8 13 2013 12 15 22 P E 8 13 2013 12 22 08 P Extra Info DIGITS A ANNOTATIONS The Annotation section can be used to View Add Edit and Delete annotations Please refer to the section on Annotations for more information gt Annotations E 9 7 2011 12 14 49 PM by DawnCM E 912 2011 9 57 54 AM by DawnCM EVALUATIONS The Evaluation section is used to perform evaluations live via the Live Calls feature or on historical calls The user with permission can export or email the evaluations and share the call Evaluations Evaluation
62. termine the user s ability to create search folders NOTE You cannot place calls into a search folder by dragging and dropping However you can drag and drop calls from a search folder into one of your static personal folders Search folders can be distinguished from call folders by their unique icon Sj Search Folders vo Agent 66 Calls jo Chent ABL Wa Customer Service OAISYS Management Studio User Guide Version 8 0 11 aa o ES mY COMETS To create a new search folder O Calls Shared Highlight Search Folders 4 Right click gt Select New Folder Delete E Work Queue Rename S C Folders Shared To Edit Folder Share Folder The following window will be displayed T Create a new Search Folder Enter a name for your new search folder Using the Search Type drop down list choose Basic Advanced or Call Filter Please see the section on Searches for more information For a basic search Enter your search string gt Click Okay Your new search folder will appear beneath your Search Folders Each time you select this folder a search will be performed and all the documenis that meet your criteria will appear in the folder Use the Refresh button to execute the search and refresh your search folder My Folders T Calls Shared ch Calls Shared To Me 11 Le en Cal Dire Date Outede Number Call
63. ture E 0304 3 13 20128 57 15AM_ 405 Yes OASYS Capture Call List View 3 13 2012 8 57 14 AM 4 Ger o 3 13 20128 56 43AM_ 2 42 O 3 13 2012 8 53 34 AM 4 16 Yes Ge SE sen SEN EC AI NI ec e ns es Care 1 DD DDD OAISYS Capture Outside Number 303 656 3335 Date 3 13 2012 Start Time 8 49 AM Duration 2 47 erre Displayed Section he Se RMA 2 EI Details At Time 8 50 39 AM A WIRELESS CALLER 303 656 3 DNIS 3344 xT9205 2507 gt Outside Parties a WIRELESS CALLER 303 656 3 DNIS 3344 xT5205 Annotations Evaluations NOTE Some columns in the Call List view are editable while some are not OAISYS Management Studio User Guide Version 8 0 Se SOAISYS T OUTSIDE NUMBER LOOKUP LINK This feature allows users to lookup a phone number through a pre configured URL OAISYS does not offer or support this service it is available through a number of companies that provide data quality and phone number address management solutions The pre configured URL is accessed by clicking on the outside number indicated with a hyperlink Le or e T OAISYS Tracer Management Studio Logged in as Linda E a o A File View Config Window Help Historical Calls All Calls Can View 5 6 My Folders O 1 50 of 24 839 O amp Find E Calls Shared z E Calls Shared To Me 0 l v e Start Date Time Duration Outside Extension Address Coor
64. ueue Folders Tracer e Call Search Folders Only e Calls Shared Folders Start Date Time 9 7 2011 11 59 45 AM 9 7 2011 11 59 1 9 7 2011 11 59 1 9 7 2011 11 58 3 9 7 2011 11 58 2 9 7 2011 11 58 0 9 7 2011 11 57 4 ma lainna oe gg Selected Call Outside Number 800 746 4352 Date 9 7 2011 Detailed View Displayed Sections enge 2 Details At Time 11 59 51 AM a 0 00 0 01 0 02 a 818007464352 8 xT9222 amp 800 746 4352 Outside Parties 818007464352 xT9222 Extensions Annotations Evaluations View Evaluation Title Se Ser Descri museum Date Completed Eval All Calls 1 DawnCM Not Started Call Center CS DawnCM Not Started E Not Started a jum 4 D 4 A plus sign indicates the folder can be expanded to display the folders under the Call Folders Call Search Folders or Call Shared Folders Historical Calls g My Folders EB Calls Shared o py Calls 5 To Me 11 EG Cal Search Folders E Work Queue Folders H E Folders Shared To Me OAISYS Management Studio User Guide Version 8 0 ay o 2 JAIS YS DEFAULT FOLDERS Each user has a set of default personal folders under the heading My Folders These folders include e Calls Shared e All Calls Can View e Calls Shared To Me or Inbox e Call Folders e My Calls e Call Search Folders some users may also have the following folders o Work Queue Folders o

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