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  • English - About VSLogger Call Recording
    • Quick Guides
      • Quick Guide - Recorder system
      • Quick Guide - Backup and Archiving
      • Quick Guide - Call Recording kit installation
      • Quick Guide - Restore or Migration
      • Quick Guide - Upgrading
      • Quick Guide - User Interface
    • Adutante Server
      • General Administration
        • Guest Tab
        • Modules Tab
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      • Adutante - QC Modules
        • Evaluate Tab
        • Evaluation History Tab
        • QC Admin Module - Permissions Tab
        • QC Forms Tab
        • QC Reports Tab
        • Review Tab
      • Adutante - Recorders Modules
        • Call Center Seating Tab
        • Recorders Admin - Call Center Tab
        • Recorders Admin - Module Permissions Tab
        • Recorders Admin - Recorder Permissions Tab
        • Recorders Admin - Recorders Tab
        • Recorders Tab
        • Recordings Tab - Obsolete
      • How to Add VSLogger to Adutante
    • Tips, Best Practices, Troubleshooting
      • Authentication and Active directory Integration
      • About Screen Capture
      • Adutante vs. VSLogger
      • Frequently Asked Questions (FAQ)
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      • Languages and Translations
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      • User Functionality Configuration Samples
      • Wireshark: How to Capture VoIP Traffic
    • VSLogger Server
      • Configure Hardware and Channels
        • Analog Channels
        • Common Parameters and VOX
        • D-Channel events
        • Digital PBX Channels
        • Passive VOIP
        • Passive VOIP Channels
        • T1, E1, ISDN PRI Channels
        • Terminating IPCAST Channels
        • Terminating IPCAST(Unicast/Multcast) HW
        • Terminating VOIP Channels
        • Terminating VOIP HW
        • VOIP Trunk Channels
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        • Virtual HW and Channels / Recordings Replication
      • VSLogger Monitor UI
        • VSLogger Monitor - Setup Tab
          • Desktop Assistant (DTA) Administration
          • Storage and Archives section
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        • Dashboard Tab
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        • Search and Playback Tab 4.7.1
        • Search and Playback Tab 4.7.2+
      • General Configuration
        • Adutante Registration
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        • Alarms Configuration, rev. 4.9.2 and after
        • Connection Service / Netserver
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        • Recording Filters
        • SMDR Configuration
        • SMTP Settings
        • Storage and Archives
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      • VSLogger API
        • VSLogger Call Recording Engine
        • VSLogger HTML API
      • VSLogger CLI Tool Overview
        • DB Maintenance Utilities
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      • Avaya TSAPI DMCC recording
      • Cisco BIB /JTAPI Configuration
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      • Voice Analytics features and providers
    • Supported Providers and PBX/Phone Models
  • Français (French) - A propos de VSLogger
    • Adutante Server
      • Adutante - Modules généraux
        • Administration Générale – L’Onglet Hôtes
        • Administration Générale – L’Onglet Modules
        • Administration Générale – L’Onglet Outils
        • Administration Générale – L’Onglet Utilisateurs
      • Adutante - Modules QC
        • Administration QC – L’Onglet Module des Autorisations
        • Les Formulaires QC
        • L’Anglet Examen
        • L’Onglet d’Evaluation QC
        • L’anglet Rapports
        • L’historique de l’évaluation
      • Adutante - Enregistreurs Modules
        • Admin. Enregistreurs | L’Onglet Enregistreurs
        • Admin. Enregistreurs | L’Onglet du Centre d’Appels
        • Admin. Enregistreurs | Onglet Autorisations Enregistreur
        • Admin. Enregistreurs | Onglet des Autorisations Module
        • L’Onglet des Enregistrements - Obsolète
        • L’Onglet des Enregistreurs
        • L’onglet Siège
      • Comment ajouter ou supprimer un Enregistreur
    • VSLogger Server
      • À propos de l'outil CLI de VSLogger
        • DB Maintenance Utilities
        • À propos du convertisseur de fichiers
      • config hw | Matériel
        • Virtual HW et canaux. Réplication d'enregistrements.
        • config channel | Paramètres communs
        • config channel | Canaux de ligne tronc SIP
        • config channel | Configuration de canal T1/E1/ISDN PRI
        • config channel | Configuration de canal analogique
        • config channel | La Configuration du canal PBX numérique
        • config channel | La Configuration du canal de VOIP Passif
        • config channel | Les Evènements D-Channel
        • config channel | Terminant(active) les canaux VOIP
        • config channel | canaux de Vérification
        • config hw siprec | VoIP (terminant) active
        • config hw voip | VOIP Passive
      • config general | Configuration générale
        • config adutante | Inscription avec Adutante
        • config alarms | Configuration des alarmes
        • config filters | Filtres d'enregistrement
        • config license | Configuration des licences
        • config logging | Configuration des journaux
        • config netserver | Service de connexion
        • config smdr | Configuration SMDR
        • config smtp | Paramètres SMTP
        • config storage | Stockage et archives
        • config t1e1 | Systèmes de signalisation T1 E1
      • À propos de l'API VSLogger (interface du programme d'application)
        • Moteur d'enregistrement d'appel VSLogger
        • VSLogger HTML API
      • A propos de VSLogger Monitor
        • Le Moniteur VSLogger – L’onglet de configuration
          • Administration Assistant de bureau (DTA)
          • Section Activation système et licence
          • Section Stockage et Archives
        • Le Moniteur VSLogger – L’Onglet Tableau de Bord
        • Le Moniteur VSLogger – L’Onglet de supervision en direct
        • Le Moniteur VSLogger – l’Onglet Rapports
        • Le Moniteur VSLogger- Les onglet Recherche et Lecture
        • Onglet Recherche et lecture (4.7.2+)
      • Enregistrement des téléphones Cisco BIB ( built-in-bridge)
      • Pilotes de matériel
      • Configuration du lien JTAPI
      • L’Assistant de Bureau
    • FAQ, meilleures pratiques, astuces, dépannage
      • A propos de la capture d'écran
      • Les Langues et Les Traductions
      • Les certificats SSL
      • Récapitulation de la différence entre Adultante et VSLogger
      • Utilisateur exemples de configuration de la fonctionnalité
    • Démarrage rapide - Kit de enregistrement
    • Démarrage rapide - Mise à niveau
    • Démarrage rapide - Système enregistreur
    • PBX et modèles de téléphone pris en charge par les enregistreurs d'appels Versadial
  • Español (Spanish) - Sobre VSLogger
    • Adutante Server
      • Adutante - Módulos generales
        • Administración General | Pestaña de Módulos
        • Pestaña de Herramientas
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      • Adutante - Módulos CC (control de calidad)
        • Formularios de Control de Calidad
        • Historial de Evaluación
        • Pestaña de Evaluación de Control de Calidad
        • Pestaña de Informes
        • Pestaña de Revisión
        • QC Admin | Pestaña de Permisos de Módulo
      • Adutante - Módulos de Grabadores
        • Admin. de Grabadores | Pestaña de Centro de Atención Telefónica
        • Admin. de Grabadores | Pestaña de Grabadores
        • Admin. de Grabadores | Pestaña de Permisos de Grabador
        • Admin. de Grabadores | Pestaña de Permisos del Módulo
        • Centro de llamadas
        • Pestaña de Grabaciones
        • Pestaña de Grabadores
      • Cómo agregar un Grabador al Sistema de Grabación Distribuida
    • VSLogger Server
      • Acerca de la herramienta CLI de VSLogger
        • Acerca de las Utilidades de Mantenimiento de Base de Datos
        • Acerca del convertidor de archivos
      • config hw | configurar el Hardware de VSLogger
        • Virtual HW y Canales. La replicación.
        • config channel | Canales T1, E1, ISDN PRI
        • config channel | Canales de grabación de llamadas de verificación
        • config channel | Canales de troncales SIP
        • config channel | Configuración activa del canal VOIP
        • config channel | Configuración del canal analógico
        • config channel | Configuración pasiva de canal VOIP
        • config channel | Eventos D-Canal
        • config channel | Parámetros de canal comunes a todos los tipos de canal
        • config channel |Configuración del canal digital
        • config hw siprec | Configuración activa de VOIP
        • config hw voip | Configurar la grabación VOIP pasiva
      • config general | Configuración general
        • config adutante | Adutante Registro
        • config alarms | Configuración de Alarmas
        • config filters | Configuración de los filtros de grabación
        • config license | Configuración de Licencias
        • config logging | Configuración de Registros
        • config netserver | Configuración del Servicio de Conexión
        • config smdr | Configuración SMDR
        • config smtp | Configuración de SMTP
        • config storage |Configuración de Archivos y Almacenamiento
        • config t1e1 | Configurar esquema de señalización CAS T1 o E1
      • Acerca de API VSLogger
        • Motor de grabación de llamadas VSLogger
        • VSLogger HTML API
      • Acerca del Monitor de VSLogger
        • Pestaña de Configuración
          • Administración de Asistente de escritorio (DTA)
          • Sección Almacenamiento y Archivos
          • Sección de activación de sistema y licencia
        • Pestaña de Búsqueda y Reproducción
        • Pestaña de Búsqueda y Reproducción 4.7.2+
        • Pestaña de Informes
        • Pestaña de Monitoreo en Vivo
        • Tablero
      • Acerca del hardware Controladores
      • Asistente de Escritorio de VSLogger
      • Configuración de JTAPI Enlace a la grabadora de llamadas
      • Grabación de los teléfonos Cisco BIB (built-in-bridge)
    • Preguntas, mejores prácticas, consejos, Solución de problemas
      • Acerca de la captura de pantalla
      • Adutante contra VSLogger
      • Certificados SSL
      • Idiomas y Traducciones
      • Usuario muestras de configuración Funcionalidad
    • Inicio rápido - Actualización
    • Inicio rápido - Kit de grabación
    • Inicio rápido - Sistema completo
    • PBX y modelos de teléfono compatibles con grabadoras de llamadas Versadial
  • Português (Portuguese) - Sobre a gravação de chamadas do VSLogger
    • PBX e modelos de telefone suportados por gravadores de chamadas Versadial
  • العربية (Arabic) - حول VSLogger تسجيل المكالمات
    • Versadial مقسم الهاتف ونماذج بدعم من مسجلات نداء

Recorders Admin - Call Center Tab

The Call Center Administration section allows you to set up some parameters specific for Call Centers: agents, clients, campaigns, and seating. These features are optional and are ideal for call center environments.

Agents section

Agents Tab - lists user accounts who are members of Call Center Agents group. General Administration module > Users Tab allows you to add remove users to Call Center Agents group and change content of agents list in this view.

Agents is a word that describes users whose telephone (and maybe PC screen) is recorded for Quality Control (QC), training or security purposes.

This role requires some extra parameters associated with the user profile, this is done in this view.

Agents Table columns (include Agent specific parameters):

  • Agent - Agent User name (configured in General Administration module > Users Tab and cannot be changed.  Using extensions is suggested.)
  • Extension - phone extension assigned to this user. Often used to identify recorded calls made by this user and required for SMDR identification.
  • IVR ID   - special numerical id, used for call verification service for terminated recording.
  • IVR Pin  - password analogy for IVR, used for call verification service, for use with terminated recording only.
  • Client   - Call Center Client currently assigned to this agent. An agent can change it via Call Center check-in feature in Recorders module if user check-in feature (allows agents to self assign what channel, or phone they're using) is enabled.
  • Campaign - Call Center Campaign currently assigned to this agent. An agent can change it via Call Center check-in feature in Recorders module if the user check-in feature used and enabled.

Clicking the EDIT button next to a specific agent will bring up options for the agent. You may assign all the above options to the agent.

The check-box Allow Client Selection enables the agent to change their client campaign by using check-in form at Recorders Module >  Call Center tab. This is ideal for situations when an agent works on multiple campaigns and needs to assign themselves correctly.  When you select a Client Campaign to be attached to the agent, both Client and campaign fields are set. All calls recorded for the agent will have the Client and Campaign associated with the call.

Note: If you prefer an agent to select their own campaign, you must provide access to the Call Seating Tab for that particular agent or the Call Center Agents group. 

Gallery: Administartion CallCenter Agents

  

Call Center Seating section

The seating's section allows you to configure how each recorded phone line is associated with the specific Agent, Client and/or Campaign(s).  

To configure recorded lines (channels) seating, do the following:

  •  Select the recorder available in the drop down box. Seating configuration table will be shown for all recorder channels.
  •  Click EDIT button to open seating configuration dialog for selected channel.

 

Individual channel seating parameters:

  • Seating Mode -    None, Fixed, By Extension and Agent Check-in. 
  • Default Agent  -  Agent applied by default, if no other rule overwrites it. 

Signed-In Agent  column -   Agent assigned for this channel at this moment (by the automatic rule or agent actually signed in via Call Center check-in feature in Recorders module )

 

How seating is applied during recording 

  • Seating Mode = None  - No agent associated with recording 
  • Seating Mode = Fixed  - Configured agent associated with recording (one Agent per extension).  Campaign and Client at the moment selected by that agent, also associated with recording
  • Seating Mode =By Extension  - If the extension is detected by SMDR, or VoIP signaling, for a recording; an Agent is selected by the matching extension. If no Agents have a matching extension, then the Default Agent is associated with recording.
  • Seating Mode =Signed-in Agent - Currently signed in Agent to this channel. Agent is associated with recording. Sign-ins are done via Recorders Module, Call center Check In interface. 
  • Seating Mode =By PC login - A PC is associated with a channel (extension), the Windows user name is then used to assign the Agent to the call. The Desk Top Assistant application, which must be installed on the PC, performs this function.  

Gallery: Administartion CallCenter Seating

 

Clients section

This section allows you to configure your list of Call Center clients, when tracking client calls are desired. Adutante server maintains the list of Organizations,  where each Organization can be flagged as a Call Center Client by setting "Is Call Center Client" parameter.  Organizations is also used in other Adutante module, which is not part of Adutante Recording package.

Display available clients by selecting Call Center Clients in the filter selector. Selector options are:

  • All Organizations  - All Organizations, not including Call Center Clients
  • Call Center Clients  -  Organization with "Is Call Center Client" parameter checked.

 

Press Edit to modify parameters for selected client. 

You can create new Call Center Clients or Organization by Pressing New Organization button. Selecting the Call Center Client check-box for the specific organization places it Call Center Client list.

 

Call Center Clients and Campaigns are available to be selected for any Agent, this can be done in two ways:

  • Administrator can associate client and campaign with Agent  in Recorders Administration > Call Center Tab > Agents section
  • Agent themselves can select client and campaign in Recorders Module > Call Center Seating Tab (seating check in form)

Gallery: Administartion CallCenter Clients 

 

Campaigns Section

This section allows you to configure the list of Campaigns for individual call center Clients. 

For each call center Client record, you may create none or many campaigns.

Note: To Add a campaign, you must first have at least one client. If you are tracking internal campaigns for your own business, simply create a Client and name it Your Company Name, or Internal Use. After the creation of the client, the Campaign tab will display the Client and an ADD button will appear. 

Campaigns (both Active and Non-Active) are listed below their respected Client. You may EDIT each individual campaign to change the Description, Note and Status. 

Gallery: Administartion CallCenter Campaigns

 

 

 

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