User Functionality Configuration Samples

Adutante Recording package usage and User experience depends on user's role and application configuration and permissions assigned by Administrator.

Following are some examples of user roles and user experience.

Not Recorded Phone User

User Role Desired Functionality

Application Permissions or Configuration

Accessible Features and User Experience

Allow user to make a conference call to recorder and record conferenced call

VSLogger configured one or more channels as verification channels. see Verification Recording

User accounts configured with IVRID and PIN . to identify calling users

User can make conference call extension numbers connected to verification channels.

Record will answer the call and start recording.

Optionally recorder can:

collect IVRID and PIN for security
generate verification number and play it at the end of the recording

Call Center Agent or Recorded Phone User

User Role Desired Functionality

Application Permissions or Configuration

Accessible Features and User Experience

Fixed or Free Seating:

No access to recordings, no recording control

None

Fixed or Free Seating:

Control recording process control allowed

Desktop Assistant installed on User PC.

Select Channel control functions enabled (Start, Stop, Mute, Edit note, Flag)

DeskTop assistant UI available from the system tray. Call status displayed .

Permitted operations are enabled

Free Seating:

Allow user to select his seating for the shift
No access to recordings

Access Adutante Recorders Module:

Call Center check-in Tab

User can sign-in to Adutante

Has access to Recorders module - Call Center check-in Tab - Allowed to check-in/check-out operations to specific channel (phone line )

Free Seating:

Allow user to select his seating for the shift
Allow access to play only agent's recordings

Access Adutante Recorders Module:

Call Center check-in Tab
Recorders Tab

Specific Recorder Permissions:

Access
Search and Playback with constraint (Agent or extension).

User can sign-in to Adutante

Has access to Recorders module

Call Center check-in Tab
Recorders Tab

Allowed to check-in/check-out operations to specific channel (phone line )

Allowed to connect to specific recorder

Has access to selected recorder Search and Playback panel

Allow user to review QC evaluations sent to him for review

Access Adutante QC Module:

Review Tab

Has access to QC module - Review Tab

Allowed to view evaluation and Create Evaluation review

QC Manager

User Role Desired Functionality	Application Permissions	Accessible Features and User Experience
Allow to create/edit QC Test Forms	Access Adutante QC Module: Forms Tab	User can sign-in to Adutante Has access to QC module - Forms Tab - Allowed to Create , Edit QC forms.
Allow to perform generic employee evaluations (QC tests without recordings )	Access Adutante QC Module: Evaluate Tab	Has access to QC module - Evaluate Tab Allowed to Create Evaluations with all non-playlist QC forms. Allowed to Complete Evaluations with playlist QC forms.
Allow to perform calls evaluations. (QC tests for recordings )	Access Adutante QC Module: Evaluate Tab Access Adutante Recorders Module: Recorders Tab Specific recorder Permissions: Access, Search and Playback.	User can sign-in to Adutante Has access to QC module - Evaluate Tab Allowed to Create Evaluations with all non-playlist QC forms. Allowed to Complete Evaluations with playlist QC forms. Has access to Recorders module - Recorders Tab- Allowed to connect to specific recorder Has access to Selected recorder Search and Playback panel Can create QC evaluation for selected playlist (Evaluations accessed in QC module).
Allow to view Evaluations History	Access Adutante QC Module: History Tab	Has access to QC module - History Tab. View evaluations performed for specific QC forms for specific time period
Allow to access QC Reports	Access Adutante QC Module: Reports Tab	Has access to QC module - Reports Tab