LOGGING OUT

Hover over your name in the top right corner and select Logout

FOUR EYES LOGIN

An important security concept in certain industries for certain business processes that handles approval is the so called “four-eyes principle”. The four-eyes principle is a constraint that denotes a combination of two approval steps for a single business

transaction, e.g. login. The transaction continues only if two different users (approvers) approve the process.

The of a duplicate approval is to reduce the damage if one person gives (for whatever reason) an inadequate approval, because when using the four-eyes principle, a second person is always needed to support the approval decision. With this in mind, it

becomes evident that when using a machine to manage a business process containing four-eyes principle constraints, the machine must guarantee that two different users perform the approval steps. In other words, if user A approves one of the approval steps, the machine must make sure that user A is excluded from the other approval step. With Sangoma, it is possible to define an observer user and/or an observer group for each user. If an observer user is defined for a user, the user can only login with the observer user login information besides her/his original login information.

In this way these types of users can only access the Sangoma web application with the personal presence of the observer user. The same mechanism is applied when an observer group is defined (any member of the observer group can be an observer user). This is an optional security feature of the Sangoma system.

• To add the login information of the observer user, just select the checkbox next to the password input field

• If the provided credentials are not valid, no error message is displayed; the login page is displayed again.

WEB INTERFACE
LAYOUT

The front-end design and functionality of Sangoma Call Recording are simple and intuitive. After logging in to the system, the Sangoma web based graphical user interface (GUI) will load. The GUI consists of three key components:

• Header – Menu

• Body

• Player

At the top of the page you can the header with the menu, below
this is the main body of the page, and at the bottom of the page is the
embedded media player.

The web browser navigation features (Back, Forward, Stop, Refresh, etc.) are available for use, but the use of these navigation buttons is not recommended (because of the active content of the pages, the browser may misinterpret the Back and Forward buttons).

The page is separated into two frames:

• Header and body (scrollable)

• Player (fixed at the bottom of the browser window)

TIP

In order to maximize the visible useful area of your browser you can toggle to “full screen mode” (e.g. by pressing the F11 key on your keyboard), and adjust zoom level if needed. You can also hide the page header as described later.

To configure the web access to the NetFortris user interface, put the index page into the “Favorites” list of the browser after the first run. This way you do not have to type the server address at every start.

SEARCHING CONVERSATIONS

The conversation search page can be accessed through the Conversations > Search menu. This page allows the user to enter the search criteria to find recorded conversations. The search criteria attributes are divided into groups, and placed on three separate vertical tabs to make search criteria definition easier:

The Basic Search Options tab includes the most commonly used search fields. The Advanced Search Options tab includes the remaining technical attributes that allow more sophisticated search criteria to be defined and used.
The Metadata and Markers tab allows the user to narrow the search using the business data associated with the conversation records (stored in custom metadata field and markers).

Text Search (If applicable) allows the user to search in the text recorded from instant message conversations. Any combination of the following fields can be used:

• All of the listed phrases

• Any of the listed phrases

• None of the listed phrases

The user can navigate between these tabs until all of the search criteria have been specified, and then initiate the search by pressing the Search button below the tabs. The search is executed based on the combined set of search field values on all tabs.

RESETTING THE SEARCH FIELDS

After setting the search criteria, the system stores the field values, so whenever the user loads the search page the previous settings are restored and displayed. To reset the fields, click on the Reset Search link in the bottom right corner of the
search panel, or click on the button on the top.

SAVING AND REUSING SEARCH CRITERIA

It is possible to save several different search criteria, then reuse them whenever it’s required.

SAVE A QUERY

To save a search query, follow these steps:

• Step 1 Enter the search criteria on the search page and execute the search by
  pressing the Search button

• Step 2 When the results are displayed, users can define a label for the query in the top-right corner of the Search panel. Specify the label and press the Save button. The name of the search query must be unique.

• Step 3 Users w ill be of the success of the task and the query will be added under the Conversations/Saved Queries menu item.

LOAD A QUERY

A previously saved search query can be loaded by simply selecting it from the menu. The saved queries are located under the Conversations/Saved Queries menu item. Only those queries are listed that were saved by the user. The list of
queries is generated when the user logs into the Web Application.

DELETE A QUERY

Unnecessary queries can be deleted by following the steps below:

• Step 1 Load the query to be deleted by clicking on the Load query button on the Search panel and select it from the menu.

• Step 2 In the top-right corner of the Search panel, press the Delete button to delete the query.

BASIC SEARCH OPTIONS

INTERVAL

ADVANCED SEARCH OPTIONS

TIME ZONES IN SEARCH RESULTS

In Advanced Search Options, users can temporarily change the timezone of the current search. All time information will be presented in the selected time zone in the search results, when you Reset the Search fields.

SCOPE

By default, the system shows only the online conversations, so the searching will be fast also in case of a large number of old archived recordings. If this setting is set to Archived Conversations too, then the search will apply to the archived recording also.

CONVERSATION DETAIL RECORD FIELDS

All search fields support adding multiple query/filtering parameters. Follow the steps below to add one or more filters to the desired search field:

• Step 1 Click on the + icon and select a field from the drop-down menu.

• Step 2 Choose the operation from the drop-down menu.

• Step 3 Set the criteria in the last text box.

In case of multiple filters, there will be AND logic between the filters. Remove previously added criteria by clicking the 🗑 icon on the left side of the panel.

METADATA AND MARKERS

This section provides the ability for searching in the metadata fields and in the markers. Under the Metadata fields setting, specific metadata criteria can be provided:

• Step 1 Click on the + icon and select a field from the drop-down menu.

• Step 2 Choose the operation from the drop-down menu.

• Step 3 Set the criteria in the last text box.

In case of multiple filters, there will be AND logic between the filters. Remove previously added criteria by clicking the 🗑 icon on the left side of the panel.

TEXT SEARCH

This section can be used for finding a recording based on its content. It can be used for:

• Voice recordings with transcript

Additional notes:

• When using the All of these phrases textbox, there will be AND logic between the
  provided phrases.

• If the Any of these phrases textbox is being used, then there will be OR logic.

• With the None of these phrases textbox, all recordings can be found which doesn’t
  contain the provided phrases.

By clicking on the Create labeling rule from these links, a new automatic labeling rule can be created from the provided criteria.

CONVERSATION LISTS AND ACTIONS

Users can search for recorded conversations, and the search results can be displayed through conversation lists. Conversations lists can be accessed from various parts of the user interface including the following:

• Clicking on the Conversation menu item

• Selecting Conversations/Search submenu and filling in the criteria

• Selecting Conversations/Ongoing Conversations submenu

• Loading a previously saved query from Conversations/Saved Queries

The conversation list is in table format. The columns can be configured by the administrator or the user can personalize it using the System/Conversation List Layout menu.

Every conversation list displays the calls ordered by date and time (in descending order). This means that the most recently recorded conversation is the first, while the oldest conversation is the last one in the list.

Predefined queries (not initiated from the Search menu) cannot be filtered further. The result list will contain every recorded conversation that meets the predefined criteria. E.g. selecting Conversations/Ongoing Conversations submenu will show every ongoing call of the logged in user. Use the Search page to narrow down the call list.

SMALL LETTER ICONS

There are four icons with letters in the call list: C, M, W, S:

• C The conversation has a comment.

• M The conversation contains at least one conversation marker.

• W A video conversation transcoded to either WMV or MP4.

• S The conversation includes a desktop screen recording.

CONVERSATION FIELDS

CONVERSATION LIST NAVIGATION BAR

The navigation bar is displayed at the top and the bottom of the conversation list. This indicates the number of total records selected, and the navigation position within the list if the list is longer than a page (usually 20 items fit one page). For multi-page lists, the navigation bar indicates the range of records displayed, lists page numbers with the current one highlighted, and contains the navigation controls.

These navigation options are supported (wherever applicable) for multi-page lists:

• To display and navigate to a given page, just click on the page number.

• Click the “|<” icon to go to the First page of the list.

• Click the “>|” icon to go to the Last page of the list.

• Click the “<” icon to go to the Previous page of the list.

• Click the “>” icon to go to the Next page of the list.

DELETE CONVERSATIONS

Recorded conversations can be deleted directly from any conversation list. The 🗑 icon indicates that the conversation can be deleted. If the user’s permission does not include the right to delete conversations, no icon is displayed for the delete icon.

After pressing the delete icon, the system deletes the CDR information from the database and all corresponding files including the media file . As an alternative to this function, administrators can set up a data retention policies.

Note: This action CANNOT be undone.

DOWNLOADING A SINGLE MEDIA FILE

If a user is granted the download right (such as a supervisor or administrator), they are able to download the recorded media file to their local PCs.

Click the icon next to the media file you need to download. The download operation starts automatically. Downloading time depends on the file size and the connection speed.

The filename of the media file is generated automatically in the following format:

Calling_party_number--Called_party_number_Start_date_and_start_time.ext

where .ext is the extension of the media file, depending on the format.

GET DIRECT LINK

A valid HTTP/HTTPS URL pointing directly to a given conversation recorder from any conversation list may be sent to the users. The same URL is generated, when the send email function is invoked on the conversation.

The 🖈 icon indicates that the URL pointing to the given conversation can be accessed. Simply press the pin icon to copy the desired URL to the clipboard.

MARK CONVERSATIONS AS PROTECTED

Conversations intended to be kept in the system can be marked as Protected by a customer administrator. After pressing the button, the system marks the conversation as Protected. By pressing the button one more time, the marking is removed.

ONGOING CONVERSATIONS

In the Call Recording system, ongoing conversation recordings can be listed by selecting the Conversations/Ongoing submenu. The group level and administrator privileges decide whether or not this function can be accessed, and which on-going
recordings are displayed.

The followings apply to ongoing conversations:

• Information obtained or calculated at the end of the conversation is not available: e.g. Duration, End Date, End Time, End Date-Time.

• Comments can be entered and attached to ongoing conversations.

• The ongoing conversation can be flagged as “private” or as “important”.

• E-mails can be sent with a URL link pointing to an ongoing conversation.

• The conversation cannot be downloaded

Because of the characteristics of the static web browsers, the page showing the currently ongoing conversations has to be refreshed in order to show the actual state of the conversations.

• To refresh the ongoing conversation page only once, press the 🗘 icon.

• To refresh the ongoing conversation page periodically first, press the icon. This will refresh the page every 10 seconds.

• To turn off the automatic refresh, click on the icon.

PLAYBACK AND DOWNLOAD MULTIPLE RECORDS SIMULTANEOUSLY

Users have the option to play back or download selected records simultaneously.
The server will mix these records together based on the StartTime timestamp.

For this option, the users need to do the following:

• Click on the Select Multiple Conversations button at the top right corner of the page

• Checkboxes appear in front of every record. Users can select which conversations they would like to mix together.

• Once the required conversations are selected, the Play and Download buttons can be used just above the list of conversations.

Upon selecting the playback option, the Call Recording player opens.

PLAYING BACK RECORDED CONVERSATIONS

A recorded conversation can be directly played back from the conversation list by clicking on the left most (play) icon in the conversation list table. The icon has a different display depending on the following conditions:

If the user’s permission does not include the right to play back recorded conversations, no icon is displayed in the place of the play icon.

After pressing the play icon, the selected media file loads into the media player located at the bottom of the page. The media player starts playing the loaded conversation automatically.

Note: Do not press the play button on the media player on workstations without a sound card! The computer may freeze and reboot will be necessary. This is a Windows Media Player issue.

WAVEFORM DISPLAY

The waveform display provides a visual representation of the audio volume waveform when playback is initiated from the call list. The waveform generator supports all kinds of media types which are supported by the Call Recording system. If stereo media is played back, The platform generates one waveform for each channel.

PRIVATE CONVERSATIONS

In the Sangoma Call Recording System, users can flag a conversation as “private”. After a conversation was flagged as private, other users (including supervisors and administrators) are not allowed to play back the conversations (only users having participated in the conversation).

This feature is only available for users who participated in the conversation, whose user profile includes the right to flag a conversation private.

Private conversations can be easily listed using the Conversations/Private conversations submenu. The private conversation list is maintained separately for each user (every user has different private conversation list).

Private conversation flagging is built into the commenting feature. The “Private” flag is an embedded comment field of the default comment template.

Note: The only way to play back a private conversation is by logging into the system with a username and password belonging to one of the conversation participants. If the parties deny providing their password, system administrators can change the
passwords.

To remove the “private” flag, just uncheck the corresponding checkbox on the conversation detail page and save the changes.

RIGHT CLICK OPTIONS ON CONVERSATION LISTS

Every conversation list enables to apply certain filtering options by right clicking on a phone number.

These filtering options are useful when the user would like to find corresponding conversations to a given phone number. The following table describes the available options:

After applying any of these options, on the top of the new list, the filter setting can be cancelled.

SENDING AN EMAIL

If a user has the right to send emails, a URL pointing to the selected
conversation will be sent via e-mail to them or to the Administrator of their (primary) group.

To start sending an email, press the icon in the conversation list. After pressing the icon, the default email client is opened with pre-populated data.

TIMELINE VIEW

The Timeline View shows the recorded conversations listed in the conversation list on a diagram, so it provides a visual representation of the recordings in time. It provides a more informative view of when the conversations actually happened, and how long they were compared to each other.

The Timeline View can be turned on by clicking on the icon in the upper right corner of the conversation list layout. Once it’s turned on, it can be turned off with the icon.

When a conversation is selected on the Timeline View, the corresponding recording will be highlighted in the conversation list.

It’s possible to scroll horizontally in the Timeline View by clicking and holding the left mouse button and dragging to left or right. If there are more than four conversations in the same time period, then the scrolling vertically may be required using the same method in order to show them. Zooming is also available by using the mouse wheel.

CONVERSATION DETAILS

Detailed information is shown for each recorded conversation on the call details screen. To access detailed conversation information data, select the conversation record by clicking on the appropriate row with the left mouse button. (The background color of the row changes when the cursor is moved over the record.)

After selecting a conversation record, the Conversation Details page appears, containing all available information about the recorded conversation.

The following functions are available on the conversation detail page:

	Playing back the call The status of the play icon can vary de[ending on the status of the call or it can be completely missing if the user has no playback rights. For more information, see chapter Playing back recorded calls.
	DOWNLOAD THE MEDIA FILE This icon is only displayed if the user has the download rights and playing back is enabled.
	Sending an email containing a URL which points directly to the call detail page of the selected call. This icon is only displayed if the user has the email rights and the call has a media file.
	Silent monitoring the call The proper user rights have to be set to access this functionality.
	Delete the call The proper user rights have to be set to access this functionality.
	Get the URL point to this call The URL is automatically copied to the clipboard of the client.

ADDING METADATA

This powerful function of the Call Recording System provides great benefits for enterprises by allowing the enrichment of technical information with related business information and conversation content-related data.

This makes searching far easier and enriches reporting, thereby can support complex and sophisticated business processes and workflows as well as improving process and service quality of the organization.

A few attributes attached to a conversation can help a lot with finding the conversation later, identifying and managing exceptions, etc. Of course, in conjunction with these the conventional technical attributes/fields like conversation time, duration, and phone numbers can still be used to find a conversation in the database.

Several comment templates can be defined, which are fully customizable in line with the needs of the organization as set up by the administrator.

The Metadata Template Configuration item can be accessed from the System menu. To add new metadata template fields or create entirely new templates, use the options in the top right corner.

When comments are added for the first time to a given conversation, a comment template has to be selected first. The list of available comment templates is collected from the group settings. If a user is part of a group, all comment templates associated with the given group are available for commenting.

Once all the comments have been added, press the Save button to store the comments in the database. If the user is associated with more than one group, they will be able to add comments using any of the available comment fields for those groups.

Every user who is authorized to view a given conversation will be able to add comments to a conversation. Comments added by a specific user cannot be modified by another user.

On the conversation list, the mark (blue square) indicates that the comments have been entered to the conversation.

CONVERSATION PARTICIPANT LIST

The system keeps track of conference participants. In the top of the Conversation details window Conversation participants are shown with:

• name

• role

• start of participation

• end of participation

• duration

• end cause

In the Conversation player, these events are also shown as conversation markers. The markers are visible as events on the waveform display of the conversation.

WEB_BASED MEDIA PLAYER

OVERVIEW

The Call Recording media player is a feature-rich multimedia tool that supports easy in-depth analysis of media recordings. Features include:

• Audio and video playback

• Full playback control

• Volume control

• Speed control

• Channel (left/right) control

• Waveform display

• Timeframe selection

• Marker creation and management with commenting

The player is an embedded Windows Media Player (Active-X component) or uses HTML5 audio/video depending on the browser, with a fully customized layout and control. The player is available on the Web Application (minimized at the bottom) when a conversation record is selected for playback.

PLAYBACK SUPPORT IN BROWSERS

Notes

• For Internet Explorer, the audio and video playback works with Windows Media Player ActiveX component

• For other browsers, the audio and video playback works with HTML5 audio and video capabilities using automatically transcoded PCM–Wav and mp4 media files

Test whether the required components are properly installed or not, by clicking on the waveform icon left of the Call Recording Player title in the top-left corner of the player frame. This test feature is only available when a recorded media file is selected to play from a conversation list. If one of the required components are not properly installed the test will fail.

USING THE MEDIA PLAYER

After clicking on the play icon of a conversation in the conversation list, the Call Recording player automatically appears (from the bottom), loads the media file, and starts playing back the recorded conversation.

The key components of the Call Recording player are shown here:

The playback controls are displayed below the waveform display. Use these controls to adjust the volume level and perform basic playback tasks such as play, pause, stop, rewind, and fast-forward the audio and video files.

The following table explains the function of each control:

Play Icon	Feature	Description
	Begin	Jumps to the beginning of the media.
	Fast reverse	Fast reverses, if applicable.
	Stop	Stops the media playback (and repositions to the beginning).
	Play	Starts playing the stopped or paused media.
	Play selected	Starts playing the selected timeframe. Select a timeframe by following these steps: – Move the mouse over the timeline area. – Press the left mouse button and drag it to left/right to select a timeframe. – Release the m use button and the area will be highlighted.
	Pause	Pauses the media playback.
	Fast forward	Fast forwards, if applicable.
	Volume control	Drag the volume bar and move the mouse to the left to decrease or to the right to increase the volume.
	Speed control	Press the up arrow to increase or the down arrow to decrease the speed of the playback. To reset the speed of the play to normal, press the x1 button.
	Balance control	Drag the balance bar and move the mouse to the left to mute the right speaker or to the right to mute the left speaker(Available using Internet Explorer). *
	Full screen	Resizes to full screen. This button is only available when the media type is video.

The playback position can also be changed using the mouse by clicking on the position bar (when the cursor changes to shape) and dragging it left or right. When the mouse button is released, playback starts automatically.

CONTROLLING THE PLAYER BY KEYBOARD

A subset of the above control features is available as keyboard shortcuts (right):

USING CONVERSATION MARKERS

Markers are powerful tools to support conversation analysis and information sharing. Users can bookmark the recording by adding markers. A marker is a specific section of a conversation (highlighted in the waveform pane) with related notes. This facilitates conversation reviews and helps information sharing and collaboration with other users e.g. supervisors or managers.
The following figure illustrates the key elements of the marker information pane:

Marker Icon	Feature	Description
	Mark selected timeframe	Creates a marker for the timeframe selected in the waveform window. To select a timeframe, follow these steps: – Move the mouse over the timeline area – Press the left mouse button and drag it to left/right to select a timeframe – Release the mouse button
	Delete marker	Deletes the marker.
	Play marked timeframe	Starts playing the corresponding marked timeframe.
	Play marked continuously	Plays the corresponding marked timeframe repeatedly.
	Export marked audio segment	Exports the marked audio segment.
	Modify marker	After marking a certain timeframe, the user can modify the starting and ending position of the marker by clicking on the up/down arrows next to the timeframe starting and ending time values. The values are incremented or decreased by one second for each click. The markers can also be repositioned by dragging and moving the left or right border of the markers in the waveform pane (the mouse cursor changes when the feature is available on the borders).

The following table summarizes the available controls for saving or adding new markers:

Control Icon	Feature	Description
	Show/Hide markers	Shows or hides the markers on the waveform pane.
	Add new marker	Add new marker element row. By default, only five positions are displayed.
	Save markers	Apply all changes for all markers. Saves, modifies or deletes the markers in the database.

After successfully marking a timeframe, other users, who are authorized to play back the given conversation (e.g. group or system supervisors), can easily review and play back the marked section of the conversation. Markers that were placed by a given user cannot be modified or deleted by other users. The name of the user that placed the marker is displayed in the marker information tab.

On conversation lists, an M mark indicates that one or more markers have been assigned to the conversation.

USER INFORMATION

The user information page can be reached by clicking on the logged in user in the upper right corner of the Call Recording web interface, then selecting the My User menu. This page provides detailed information about the currently logged in user. It also provides the capability for setting the Language and the Time zone easily.
The Home Page setting provides the ability for defining the default landing page when the user logs in.

ADMINISTRATION

USER ROLES, PERMISSIONS AND ACCESS

The Sangoma Call Recording platform provides various user types and access levels, for distribution within an organization. These access levels are fundamental parameters that define access to users of the Call Recording platform. Access can be categorized in a few ways:

• general user settings: such as validity period, visibility window, etc.

• four eyes policy settings

• user roles: define what actions they can do in the system

• associated extensions: define which records they can get access to based on the configured phone numbers / extensions

• group associations: define which groups a user belong to; if a user is promoted to be

• group supervisor of a group, the user will be able to see all calls of the users of that group

Sangoma has pre-defined default roles with cascading levels of permissions/access:

USER GROUPS

Groups are essentially lists of Users. You can define Group Supervisors who can see calls of Group members.

User group administration is available only for the standard administrator role, by selecting the Administration/Groups submenu. The administrator has full control of creating and modifying groups. The group supervisor can only access those groups, which are linked to them and they have group administration privilege in those groups.

FIND AND LIST GROUPS

You can use the search form below the title, to filter groups. Just select your filter and click find.

To ensure consistency the system contains a group named Default, which cannot be deleted.

CREATING A GROUP

You can create new group by clicking on the Add New Group link on the Administration / Groups page. After selecting the link, the following page is opened.
The following table describes the available fields:

ASSIGNING USERS

On the Group Configuration page, administrators can assign or remove users to/from a given group. Simply click on the Assign Users tab to display the configuration page.

In the list, click on the magnifier icon to go to User Configuration and check the group membership of a given user.

ADDING A USER TO A GROUP

In order to add a user to a group, use the Search field on the top of the list to find the user and click on it in the list that pops up.

REMOVING A USER FROM A GROUP

In order to remove a user from a group, click on the trash icon next to the user’s name in the list.

GRANTING GROUP ADMINISTRATOR RIGHT

To grant the group administration right to a user in the group, simply check the Group Administrator Right checkbox in the desired row.

GRANTING GROUP SUPERVISOR RIGHT

To grant the group supervisor right to a user in the group, simply check the Group Supervisor Right checkbox in the desired row.

GRANTING GROUP MANAGER RIGHT

To grant the group supervisor right to a user in the group, simply check the Group Manager Right checkbox in the desired row.

GRANTING GROUP MEMBERSHIP

To grant group member right to a user in a selected group, simply check the Group Member Right checkbox in the desired row. By granting group membership, the group supervisors are allowed to view the calls of the member. If you do not grant the group membership to a user, then group supervisors will not able to view the calls of that user. Group administrators and supervisors do not have to be group members.

DISPLAY INDIRECT MEMBERS

To show the indirect members of the group just simply select the Show indirect members too radio button. The list will show every related user which is a member of a member group.

MANAGING LABELS

To access label management, open the Sangoma Web interface and select

Administration > Labels > Manage Labels.

A list is displayed showing the labels that were previously configured Clicking the magnifying glass icon next to a label takes you to the Search page with an automatically applied filter that lets you search for conversations that have been tagged with that label.

On the top of the page, there is an option to display labels created by your user or labels visible to your user. There is also a Find interface to allow you to find the label you would like to manage faster.

CREATING NEW LABELS

On the Find and List Labels page, click the Add New Label button. On the Label Configuration page, you have the following options.

Click Save to save the label. After the label has been created the users who were granted access to it can apply or remove it to/from conversations they have access to.

EXISTING LABEL MODIFICATION

To edit a label’s settings, select it from the Label list. In addition to the adjustable settings covered above, the owner of the label is displayed, along with a button to query the database for the number of conversations the label is currently applied to (‘Show number of Conversations’).

If the label is not marked as Legal Hold, click Delete to delete the label. When a label is deleted, it will be removed from every conversation, but the conversations themselves will not be deleted.

You can use the Search using this label button to open the Search interface and automatically apply a filter to search for conversations with this label.

At the bottom of the screen you can find some additional properties for the label (creation and modification dates) and you can also view a detailed change history by clicking the View Change History link.

The Authorization Requests section shows all events when access was requested for this specific label.

Click the Save button to save any changes you made.