Playing Back Recorded Calls; Using Auto Reporter - Inter-Tel Contact Center Suite User Manual

Playing Back Recorded Calls

You must be licensed to use the Mercom Audiolog to play back recordings using Reporter.
If the call recording integration option was installed during the installation of Reporter, you
will be able to play back recordings from within Call List or Call Detail reports. See the
Contact Center Suite Installation Manual or the online help for recording server
configuration details.
When a call is recorded and available for playback, a Play Recording option is displayed in
the shortcut menu, and a speaker icon (
(or segment).
To play a recording:
•
From a Call List report, right-click the call segment and select Play Recording. If the
Play Recording option is disabled, there is no recording for that call segment.
•
From a Call Detail report, click Play, which is displayed at the top of the report. If this
option is disabled, there is no recording for that call segment.
There is a slight delay between the voice recording server and the Contact
Center Server. If you attempt to play a call that was just recorded, you may
NOTE
receive an error message. If this occurs, wait a few seconds and then
attempt to play the call again.

Using Auto Reporter

Auto Reporter provides the following types of reporting and publishing features:
•
Scheduled Reporting: Allows you to schedule reports to be run at intervals ranging
from every 15 minutes to once a month. Reports can be automatically displayed,
printed, exported, published to the Internet, or e-mailed.
•
Batch Reporting: Allows you to batch several reports together and perform the same
action on all reports at once. For example, you can print your monthly reports all at
the same time or publish key reports to the Internet every day.
•
Report Publishing: Allows you to manually or automatically publish your reports to
the Internet for viewing in a Web browser or on a WAP-enabled device. Your reports
can be accessible no matter where you are.
•
E-Mailing Reports: Allows you to e-mail exported reports to your colleagues either
automatically or at the touch of a button.
To successfully publish reports and statistics, you need access to a Web server. For this
server, you can use a company Web server, your own PC, or even an Internet Service
Provider (ISP). Refer to the online help for details on Web server configuration.
Contact Center Suite User Guide
) is displayed in the Call Detail list for that call
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