Summary of Contents for Retell Pico
- Page 1 Retell Call Recorder Pico Manual Version 1.001.10 Call Recorder Pico Manual UK © 2009 Retell...
- Page 2 Speaker / microphone *** The green LED indicates that the software on the computer has detected the Pico and its driver is running. **) The red LED indicates a recording is being made. ***) Connect a microphone to record a conversation in the room, or connect speakers to play back a previously made recording.
- Page 3 Care and Maintenance Keep the Call Recorder Pico dry. If it gets wet, wipe it dry immediately with a soft, clean cloth. Liquids might contain minerals that corrode the electronic circuits. Use and store the Call Recorder Pico only in temperature conditions between 0 and 40 degrees Celsius.
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Page 4: Table Of Contents
2.3.2 Record from handset ........10 2.3.3 Record from microphone ........10 Connect the Pico to the PC ........11 2.4.1 Connecting the first Call Recorder Pico ....11 Software installation ..........12 2.5.1 Software configuration ........13 2.5.2 Connecting more Call Recorders Pico ....13 Options .............. - Page 5 Playback in a call ..........26 4.2.1 Playback and recording control display ....27 4.2.2 Hotkeys ............28 4.2.3 Playback by the Pico device ....... 28 Automatic recording..........28 Manual recording ..........29 4.4.1 Adding notes to a recording ......29 Layout of the software .........
- Page 6 Problems with distorted audio ......44 Problems with high Start level ......44 Problems with automatic start / stop ..... 45 Problems with PC start up after connecting Pico..48 Software Update Online ........48 Acknowledgements ..........49 Privacy ............... 49 Liability ..............
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Page 7: Introduction
Pico to every line in a Call centre. For the use of Pico’s in a Call centre an API can be installed through which the Pico and the Call Centre’s software can work together. -
Page 8: Getting Started
Getting started The Call recorder Pico is set up in a sequence of steps. The following paragraphs will describe the steps involved. They are: Connecting the Pico to the telephone Connecting the Pico to the PC Software installation ... -
Page 9: Record From Telephone Line
I. If you have a cordless analogue telephone set, connect the Pico to the base unit. If you have ADSL, connect the Pico between the ADSL modem and the telephone. See the diagram below. Record from telephone line Call Recorder Pico Manual UK © 2009 Retell... -
Page 10: Record From Handset
2.3.2 Record from handset When "record from handset" is used the Pico needs to detect "on/off hook" by “listening” to the handset. The handset must be corded. The switch between the telephone sockets should be in position I. Depending on the wiring of your... -
Page 11: Connect The Pico To The Pc
USB cable. 2.4.1 Connecting the first Call Recorder Pico The Pico can be connected to any free USB port or to a USB hub. If connected to a hub, this hub should have an external power supply. -
Page 12: Software Installation
Select your preferred language for the installation. You are prompted to accept the software license agreement. Now enter the user details and the installation key provided with your product Call Recorder Pico Manual UK © 2009 Retell... -
Page 13: Software Configuration
2.5.2 Connecting more Call Recorders Pico Once the first Pico has been connected, recognised by the PC and it shows up in your device list, the second Pico can be connected. Wait until this device has been recognised and installed before connecting consecutive devices. If you connect a number of Pico’s, make sure to give them a ‘device... -
Page 14: Options
Device name Each Pico is identified by its serial number. For the individual user it is easier to address a name to the Pico to identify it. The name is referred to as the ‘Device name'. Enter a name for the device in the ‘Device name’ field. -
Page 15: Start / Stop
Input channel The Call Recorder Pico can record from a telephone or a microphone. To record from a microphone, connect it to the Pico. Select ‘microphone’ as Input Channel. It is not possible to record from a telephone and a microphone at the same time. - Page 16 Manual: You choose to start and stop a recording manually. Recording can be started and stopped from the Audio screen. Recording can also be started from the Active dialog or by using the Record button on the Pico itself. Only adjust the Pre-recording period in this dialogue.
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Page 17: Volume
Stop recording after audio is below stop level for ... seconds Specify the number of seconds you want the Pico to go on recording after the audio level is below the automatic recording start/stop level. Pre-recording period... -
Page 18: Extra
By default this option is not enabled. This option is only relevant when the device is connected to the telephone handset. The Pico software, by default, only records the headset speaker channel. Most telephone handset speakers contain both the local and the remote voice signal. Enable this option to add the local voice signal from the microphone to the recording. -
Page 19: Setup
The Pico software receives a stereo signal (left and right) from the Pico device. Normally the left channel is the microphone and the right channel is the speaker. - Page 20 Codec is selected as a standard. Note: The Fraunhofer MPEG Codec (as available on Windows XP) should not be used when recording from multiple Pico devices, because this Codec supports only one recording at the time. The Microsoft GSM Codec does not have this limitation.
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Page 21: Notification Message
To find a recorded notification message, follow these steps. Click on Browse Fill in the filename of the .wav audio file, or Record a new message Click on Record The following screen displays: Call Recorder Pico Manual UK © 2009 Retell... - Page 22 If you chose to use telephone‘s handset as the microphone there are two options: 1) The Pico is connected on the handset of the telephone 2) The Pico is connected to the telephone line. Choose ‘L’ for option 1), the dialling tone will be filtered out.
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Page 23: Data Storage
Note The software can only detect an incoming call if the Pico is connected to the telephone line (i.e. when the Pico is connected to the telephone handset it can not detect an incoming call): When a recording starts and the software has detected it is an incoming call, the notification message is played automatically. -
Page 24: Start -Up
3.3.5 Start -up Because the Pico software needs to be running to store the recordings, it is advised to enable the option ‘Start up with Windows’. When the PC starts, it will automatically start the Pico software. The option ‘Start in System tray’ can be enabled if you do not want the software to be displayed on screen. -
Page 25: Display
3.3.7 Display The recordings made with the Pico are stored in a database. The setting Visible Columns allows you to select which columns are displayed. The option ‘Auto size columns’ can be checked if you want the columns in the list view to adjust to the screen size automatically. -
Page 26: Playback And Recording
To playback a recording on the telephone line, audible for the other party: Open the Audio tab and Click the button ‘Playback recording in call Select the file you want to play back and Double click it. Call Recorder Pico Manual UK © 2009 Retell... -
Page 27: Playback And Recording Control Display
The recorder key functions resemble the ordinary recorder key functions. Moves the playback position backward. Keep the key pressed to repeat and increase speed. Start or pause the playback of the currently selected recording. Stop the playback or recording. Call Recorder Pico Manual UK © 2009 Retell... -
Page 28: Hotkeys
4.2.3 Playback by the Pico device When your PC does not have a soundcard, The speakers can be connected directly to the Pico device. (with Mono sound from the right speaker only) Note: When you use this configuration, audio that is played back might be audible for someone you are calling. -
Page 29: Manual Recording
4.4 Manual recording If you have chosen to record manually or semi-automatic ( see § 3.3.2) you have to activate the Pico to start recording. This can be done on the Pico itself, or with the recorder keys in the software. - Page 30 Choose ‘Use existing entry’ if the information (like name and number) you want to add already exist in the database. Select from the drop down Click OK when finished. The new information appears in the list instantaneously Call Recorder Pico Manual UK © 2009 Retell...
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Page 31: Layout Of The Software
The menu item ‘File’ has three options. New, Open and Exit. ‘New’ will start a new call archive. This means that the database will be created in which the recordings will be stored. Call Recorder Pico Manual UK © 2009 Retell... -
Page 32: View
List view in the main screen. The option ‘Status Window’ view puts a small status window on top of all other running applications in which the status of the connected device is shown. Call Recorder Pico Manual UK © 2009 Retell... - Page 33 To retrieve the application from the System tray Click the Icon once Right click the icon in the System tray and Call Recorder Pico Manual UK © 2009 Retell...
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Page 34: List
right click and choose ‘Delete’. A dialogue opens asking you to confirm the deleting. Use the SHIFT + Delete keys to permanently delete a recording without moving it to the recycle bin first. Call Recorder Pico Manual UK © 2009 Retell... -
Page 35: Action
Right click Choose restore. 5.1.5 Action In the Action tab, you can Back up the recordings to CD, Import a back up from CD or from the network, Export actual Call Recorder Pico Manual UK © 2009 Retell... - Page 36 PC or on the network. Adjust the maximum size if needed. Click OK If you back up more data than the ‘maximum’ size, multiple directories will be created as needed for multiple CD’s. Call Recorder Pico Manual UK © 2009 Retell...
- Page 37 It is possible to send a single or a selection of recordings using e-mail. First select the recording you want to send by e-mail. There are two ways to start an e-mail. Call Recorder Pico Manual UK © 2009 Retell...
- Page 38 The new Archive will be the ‘Current Archive’ the archives filled by the different Pico’s are referred to as Sub Archive. For example, a Supervisor may have access to a set of Pico Archives. These Archives should be on an accessible location for the supervisor like a network drive.
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Page 39: List, Search And Audio Buttons
Search. Save a query Custom queries can be added to list for regular execution. Click on the property to expand it, fill in the required values or value range. Call Recorder Pico Manual UK © 2009 Retell... -
Page 40: The Audio Button
Audio Tab on receiving a telephone call. The Audio tab has four options; Playback File in Call, Play back recording in call, Play notification message and Start Monitoring. Call Recorder Pico Manual UK © 2009 Retell... - Page 41 Select the file you want to play back by double clicking Play notification message To playback the notification message, Open the Audio tab and Click the button ‘Play notification message’ Call Recorder Pico Manual UK © 2009 Retell...
- Page 42 PC are in the same room. This option can also be activated on the ‘Audio’ tab and the Actions menu. Call Recorder Pico Manual UK © 2009 Retell...
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Page 43: Problem Solving
If you change the USB-port the Pico is plugged in to, you may need to repeat restoring your soundcard. 6.2 Problems setting the Start/Stop level The following symptoms could occur when the Start/Stop level is not set properly. -
Page 44: Problems Setting The Stop Time
6.5 Problems with distorted audio If you have a problem with your phone not working properly or the sound is distorted and you connected the Pico to the handset of the telephone, chances are the wiring of your telephone is not standard. -
Page 45: Problems With Automatic Start / Stop
As a result, the Pico would record all the time. If this is the case, the only way to set up the Pico is to start a recording manually either from the software or on the actual Pico. - Page 46 1 - Carefully open the Pico by disconnecting the blue and the gray parts, this should be easy. 2 - Now locate the jumper, (a small black plastic square), there is only one jumper inside the Pico. It is located against...
- Page 47 3 - Remove the jumper from the pins. 4 - Close the Pico’s case. Connect and re-install the Pico and try if it is working properly now. It should now be able to detect whether the telephone is on or off hook.
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Page 48: Problems With Pc Start Up After Connecting Pico
6.8 Problems with PC start up after connecting Pico If the Pico is connected to the PC via a USB-hub, even a USB- hub wit hits own power supply, and the PC does not start up after you have connected the Pico, we advise you to connect the Pico directly on the PC’s USB port and start up the PC... -
Page 49: Acknowledgements
The Call Recorder can comply with either one party or two party requirements. One party simply means the person with the Pico knows the call is being recorded. Compliance is made with two party requirements by either playing the beep while recording, or by playing an announcement at the beginning of the call. -
Page 50: Appendix A
Appendix A The Call Recorder Pico has an ‘automation interface’ with which developers of for instance Call centre software can control the Pico’s software. This means that Start and Stop of recordings and Archive location can be controlled by external software. - Page 51 "Pico stopped recording. State " & obj.State(1) ' Retrieve the duration of the last recording msgbox "Duration: " & obj.LastDuration(1) & " seconds" ' When the Pico was started by the script, it is closed at this point end sub ' call sub TestPico (see above)
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Page 52: Index
11 Icon, 14 Software Update Online, 42 Import, 30, 31 sort, 29 Internet, 42 soundcard, 37 Introduction, 7 Start/Stop, 37 Station name, 14 Layout, 27 Liability, 43 Voice activated, 15 Call Recorder Pico Manual UK © 2009 Retell...
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