Table of Contents

Introduction

Sangoma Call Recording solution is a proven solution that can seamlessly record voice conversations within your unified communications environment. It captures, indexes, archives, and retrieves voice conversations across multiple unified communications devices for easy search and playback. The following user manual will provide the basic functionality for navigating through our web-based user experience. From this portal you have access to all the capabilities available to you, for managing and controlling your call recording data. If you are experiencing issues with your call recording product or cannot find what you are looking for in this guide, please reach out to your Sangoma Support representative for additional assistance.

DESKTOP REQUIREMENTS FOR RECORDING SEARCH AND REPLAY

The table to the right shows the hardware and 3rd party software requirements for client computers accessing the web-based user interface.

ACCESSING THE WEB-BASED USER INTERFACE

• The web application user interface can be accessed
  through Internet Explorer.
  Go to https://www.netfortris.com/login and click on the Call Recording link on the page. You can also access the login screen
  directly by navigating to https://callrecording.netfortris.com/

• Enter your User Name and click Next.

• Enter your Password and click Sign in with Verba.

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Computer platform	Multimedia PC
CPU	Intel Pentium 4 or later
Network	10/100 LAN interface card or WiFi adapter
Operating system	Microsoft Windows 7/8/10 macOS Linux
Browser	Google Chrome Microsoft Internet Explorer 11 or later Mozilla Firefox Safari
Media Player	Windows Media Player 10.x or later on Windows using Internet Explorer HTML5 audio/video tag compatible browser
Display	1920x1080 resolution
Other	Sound card, speaker or headphone, Monitor, keyboard, mouse

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

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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

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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

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The time interval of the search results can be set under the Interval section. The left date represents the oldest time of the recordings and the right one is the oldest. This criteria works based on the Start Time property of the recordings.

• To modify the interval Click on any date. The calendar pops up where the
  date and time can be set.

• To change the month Click on either the left (<) or right (>) arrows on the
  top. For changing the year, click on either the double left (<<) of double right
  (>>) arrows. The day can be selected by clicking on the date in the calendar.

• To change the time On the bottom, left-click on the numbers to increase
  the value of either the hour or the minute counter, SHIFT + left click to
  decrease the values. The values can be set also by holding the left button of
  the mouse, then dragging left or right.

PHONE NUMBER

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The Phone Number field can be used for searching based on the From or To fields of the recordings: Multiple phone numbers or SIP addresses can be provided. In this case, there will be an OR logic between the provided values. While typing, the system also provides suggestions based on the configured extensions in the system. The ‘%’ character can be used as wildcard.

A predefined list of numbers — or Participant Sets in other words — also can be provided by clicking on the 🗁 button.

USER

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The User field can be used for searching based on the From (Verba) fields or To (Verba) field
of the recordings. A predefined list of users — or Participant Sets in other words — also can be provided by clicking on the 🗁 button.

Note When using the Search conference participants checkbox, the values provided for the Phone Number and the User fields will be used for searching in the conference participants also.

LABEL

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The Label field can be used for searching based on the labels attached to the recordings. Multiple labels can be provided. In this case, there will be an OR logic between the provided values. While typing, the system also provides suggestions based on the configured labels in the system.

CASE

Instead of selecting the labels one by one, cases can be used for searching based on labels assigned to the same case. To use this search field, the cases have to be created and the labels have to be associated with the cases.

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

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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.

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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.

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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 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

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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.

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

Playing Back Recorded Conversations

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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:

➤	Play By pressing the play icon left of the conversation list record, the selected conversation is loaded into the player and playback starts.
Open	Locked This icon indicates that one of the parties flagged the conversation as private. If the current user did not participate in the conversation, they cannot play this conversation back.
⌧	No Media file If there is no media file for the selected conversation, the no media file icon appears.
Open	Not uploaded If the media file has not been uploaded yet to the Media Repository, the not uploaded icon is displayed. This icon is only applicable for distributed, multi-site deployment.
Open	Archived If the media file has been archived for the selected conversation, the archived icon appears. If the media file is in the archive folder, it can be played back by pressing this icon.

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.

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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.

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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.

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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.

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The following functions are available on the conversation detail page:

Open	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.
Open	DOWNLOAD THE MEDIA FILE This icon is only displayed if the user has the download rights and playing back is enabled.
Open	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.