Fonality Enterprise Record-All

** It is important to note that you are responsible for the lawful use of our technologies, including call recording.  Click here for more information.  

Application Description

Fonality Enterprise Record-all is an add-on product which allows customers to record all inbound and outbound calls for licensed employees.  There are also a number of enterprise-level recording features built into the Fonality Enterprise Record-all product such as archiving/deleting of recordings on a scheduled basis, call scoring and tagging for recordings, and live monitoring.

Features

• Record all inbound and outbound calls for licensed users

• Easy playback of recordings via a web-based GUI

• Many searching and filtering options for recorded calls

• Scheduled archiving to an SFTP share (premise/dedicated servers only)

• Delete old recordings automatically

• Optional call scoring module available (premise/dedicated servers only)

Supported Products

All Fonality Products

*** Note:  For Fonality's hosted products such as Connect, Connect+, and UNBOUND, not all features of Enterprise Record-all are available due to the hosted nature of these products.

*** Note: Recordings will be stored on the Connect platform for one year, at which time they are deleted automatically. Please be sure to download and retain recordings if you need them for longer than 365 days.

Enterprise Record-All product overview

https://youtu.be/hJzjj3ZBiE8

Usage

Login

If you are the PBX administrator, you will have received your administration account after signing up (e.g., admin1234 for Fonality PBX server ID 1234).  If you have misplaced your administration account username, please contact Fonality Professional Services at professionalservices@fonality.com.

Otherwise, please contact your PBX administrator for your account details.

Open

Changing your account Password

User passwords can be changed within the Fonality Enterprise Record-All admin panel.  If you have already purchased Fonality Enterprise Record-All and do not know your account information, please see the Login section of this document for contact instructions.

Once logged in, click on the 'Account' button in the upper right-hand corner of the page.  Here, you will be able to change the password for the administrative account.

Open

Browse Recordings

After successfully logging in, you can click on the 'Browse' button in the upper left-hand corner of the page to perform a search for all available call recordings.  The default search for recordings is all recordings from midnight (00:00:00) for the current day.  A table containing the call recordings is displayed on the right-hand side of the page; each row in the results contains the call time, duration, device address, the direction the call was made (incoming vs. outgoing), the remote party, and the PBX user placing/receiving the call.  Clicking the column headers will sort the table by the column in ascending/descending order.

NOTE: Recordings on the hosted Enterprise Record-All interface are stored in the Fonality data center for one year (365 days). Any recordings older than 365 days will be automatically deleted. Any users using the Connect platform who need to retain recordings longer than this time frame are advised to make a habit of downloading their recordings at the beginning or ending of every month to ensure they have local copies.

Play Recordings

To play recordings, click on the play button for a call recording.  In Internet Explorer, just above the call recordings table a media player will begin playing the recording; for all other browsers, the file will download and at that point the file can be played in the media player of choice.  Use the pause, stop, rewind, and fast-forward buttons to control the recording.  You can adjust the volume or mute the recording, as well.

Tag Recordings

Tagging recordings is a great way to add notes to a call, or even specific points within the call. To do so, click on a call (either the ID or the Date), and this page will appear:

In Internet Explorer, pressing the speaker button will play the recording through the embedded media player (as discussed above in section "Play Recordings"). Pressing "mark recording" will capture the current playback time and enter it into the adjacent field. Click on "Create tag" to continue:

By default, the tag fields are blank. If a specific tag is needed, click "select tag name" to continue:

Of the tags currently existing in the system, choose the tag to be applied. Once selected, click "select tag type". Note that although only one tag may be selected at a time, multiple tags can be applied to a single call.

Fill out the appropriate information as it pertains to the call (fields can be left blank if desired). Once filled to satisfaction, click "Submit" to apply the tag.

As seen above, all tags are listed on the top right of the recording information; clicking "view" will display the details of the specific tag below.

Searching for Recordings

The recordings search box is on the left-hand side of the page.  Common search criteria include start date and end date, incoming/outgoing/both calls, minimum and maximum call duration, and remote party.

You can use a wildcard to match partial phone numbers in the remote party field.
Wildcard examples:
918* for area code
*4300 for numbers ending in 4300
*250* for numbers containing 250

Also, you can filter by User with the "Filter by" drop-down box.  After specifying one or more search criteria, click the 'Search' button.  To clear all search criteria, click the 'Reset' button.

Download or Delete Recordings

Identify the call recording you wish to download or delete and check the box to far-right of the row containing the call recording.  From the pick action drop-down, select the 'Export' or 'Delete' action.

If "Export" is chosen, a zip file containing all relevant recordings will be downloaded to the default location on your local system.

When deleting, a confirmation screen will be displayed.  Click 'Ok' to confirm the deletion or 'Cancel' to decline the deletion.  Optionally, you can choose to only delete the file from the database or disk.

Call Scoring Module (Currently Unavailable)

(premise/dedicated servers only)

NOTE: The Call Scoring Module is an additional feature that requires special licensing and additional license costs, and is only available for premise and dedicated servers.

Click on the call date or ID to access call details. To the right, there is a section named Scorecard:

Depending on the type of call you are scoring, choose the Group, Scorecard, and Section:

Once selected, new options will show up for the section. Apply appropriate scores to the various questions, add notes if desired, and click "Update Scores" to apply to the overall score:

Reports may be generated from the call scoring results. Navigate to the "reports" section as previously seen in the "browse recordings" section.

Here, all available reports can be generated:

Note the filetypes that can be generated. Reports may be filtered by date, as well as user, group, or scorer. Once filters have been applied, click "Generate Report" and then choose the filetype desired. 

Live Recordings

At times it is useful to view the call recordings as the take place on the system.  To do so, click the 'Live' button in the upper left-hand corner of the page.  A table of users will be displayed.  Inactive users show the elapsed time since the last call recording.  For active users, the panel will display the user name, device, call direction (incoming vs. outgoing), remote party, elapsed call time, and buttons for keeping, discarding, and monitoring the call.

User Administration

After logging in, click the 'Admin' button in the upper left-hand corner of the page.  The default search for users is all users.  A table containing the users is displayed on the left-hand side of the page.  Each row in the results contains the user's first name, last name, login strings, and userid.  Clicking the column headers will sort the table by the column in ascending/descending order, and clicking the 'view' link will load a large view of the user on the right-hand side of the page.

Searching for Users

To search for individual users, you can utilize the search box on the right-hand side of the page.  Common search criteria include login string, first name, last name, whether or not the user is recordable, and whether or not the user is active.  You can use a wildcard (e.g., Kim*) to match partial names.  After specifying one or more search criteria, click the 'Search' button.  To clear all search criteria, clear the fields and click the 'Search' button.

Creating a New User

Connect systems will need to contact Fonality Professional Services to add new users to the system. Premises systems are able to add new users following the instructions below:

To create a new user, navigate to admin -> users and click on the "Create New" button at the top right.

A blank user template will open. Add the user's first name, last name, MAC address in the login strings section, and add a password if necessary.

Tip: The MAC address must contain all UPPERCASE letters.

Select "Recordable" to be either "Yes" or "No" depending on if the user should be recorded or not. Likewise, one may select "Force password change" which will require the user to reset the password upon their first login. NOTE: Do not change"External" from "No".

Adding New Users via CSV

When bulk-adding users, one may generate a CSV file. The format for entries is as such:

 [FIRSTNAME],[LAST NAME],[MAC ADDRESS],[PASSWORD],[RECORDABLE YES OR NO],[FORCE PASSWORD CHANGE]

So, as an example:

This will create a user with the name Bob Seiger, recording with the phone 0004FGZZZ123, password Abc123, and will be set to record.

Once the CSV file is created, navigate to admin -> users and click on "Import Users".

This will open the options for importing CSV files for users:

The system will post a success message if the CSV has imported properly.

Editing an Existing User

Identify the user you wish to edit.  Clicking the 'view' link next to the user will load a large view of the user on the right-hand side of the page.  Click the 'Edit' button above the large view of the user.  You can now modify the user's first name, last name, login string (see below), password, whether the user is recordable, and whether the user is external.  Be sure to click the 'Submit' button after making any changes.

Groups and Permissions

Allowing users to access the interface is only part of the administrative equation. Just like in the main Fonality CP, users can be given or denied permissions for access to functions within the Enterprise Record-All interface. An example of the Groups structure in action will be provided after a brief explanation of each part of the process.

To view the groups page, navigate to the Admin section, and select "groups". The summary page will appear as such:

Function Groups

Function Groups are created to group people together according to their "function". They can be grouped by department, division, job title, or any other organizational rationale you care to implement. These groups are solely responsible for organization and do not inherently grant any type of permission for members of this group.

These groups will be labeled in gray text.

Permission Groups

Permission Groups are created solely to provide functionality to a specific user or groups of users. For example, administrators can be granted full rights to the entire interface including disabling users and deleting recordings. Managers, however, may only be given permission to listen to recordings of their specific Function Group, i.e. Support managers may be able to listen to Support technician calls, but not Helpdesk calls and vice-versa.

These groups will be labeled in red text.

Creating new groups

To create a new group, navigate to the Admin -> groups page and select "Create New".

Here, enter a name for the group and decide whether the group is going to be a Function Group or Permission Group. If it's a Permission Group, select "yes" under "security group" prompt.

If creating a Permission Group, the next step is to add access policies to the group. Access policies determine what level of permissions users in this group are able to utilize. Click on "view" next to the Permission Group in question and then select "Manage access policies".

Here, select the policy to add as well as the scope - meaning what level of access this particular permission will encompass.

Own - this permission will only affect the users' own account, namely their recordings.

Group - this permission will affect the users' access over the particular policy in their related Function Groups. In the example above, the Managers Permission Group will be able to read any recordings of team members who are also in their Function Group, such as "Sales", "Support", "Front Desk", etc..

All - this gives the user access to all items of this type; for example, "Read Recordings - All" will allow users with this access policy to listen to any recording made on the system, regardless of Function Group membership.

A summary of all assigned access policies for the particular group are see to the right.

Adding users to groups

Once the Function Groups and Permission Groups are set up, navigate to the Admin -> users section. On this page, check mark next to the users to be added to a group, and click the "Pick Action" menu on the top left of the page.

Choose the groups the selected users are to be members of, and click "Submit".

Click on "view" next to the user in question to verify the groups have been added appropriately:

Allowing a User to log into the Enterprise Record All interface

By default, normal users do not have a password set to log into the Enterprise Record All interface.  To allow users to log in, do the following.  Edit the user you wish to allow access (see above).  The login strings field contains a comma-separated list of devices associated with the user (normally only one device).  Any login string may act as the user name for the user (e.g., 0004F24AD4D2-4224).  Type and confirm a password for the user.  Click 'Submit' to save the change.

Disable/Enable a User

Users may be disabled when not logged in as that user.  Identify the user you wish to disable, and then check the box to far-right of the row containing the user.  From the pick action drop-down, select the 'Disable' action.

A confirmation screen will be displayed.  Click 'Ok' to confirm the disable , 'Cancel' to decline the disable.

Auto-delete recordings over a certain age

*Use with caution!*

For premise or dedicated hosted servers only.  If you log in at ps-record*.fonality.com, this is hard-set to 365 days.

To keep your hard disk from filling up, you may want to have it auto delete recordings over a certain age.  Bear in mind, these recordings will be gone forever.

We suggest the following options:

1. Delete files in filesystem: Enabled
   (This will free up disk space, but one will not be able to listen to the recordings again.)

2. Delete entries in database: Disabled
   (optional - this leaves the records saying that a call was recorded.  However, the audio itself is gone - one can't play it.)

3. Wake-up period: 86400 secs.  Do not set any lower than 7200!
   (86400 checks for old recordings once a day.  Values <7200 or 2 hours are not recommended.)

4. Date/time of first execution: Tomorrow at 3AM.
   (Postpones first check for old recordings until server is idle.  Minor option.)

5. Retention period: 365 days.
   (Recordings that are more than 365 days old when it checks will be deleted.)

Disk usage is dependent on call volume.  Recording file size is on average 4.2MB/minute, or 252MB/hour of recorded audio.  These are approximate values, as recording file size will vary depending on complexity of the audio.

Premise-based port mirroring configuration - Dedicated Record-All Server

The first Ethernet port on the PBX must be mirrored to the second port on the record-all server.

Troubleshooting

Unable to export recordings

Several things might make this issue occur, and there are several different interpretations to "unable to export recordings:

Zip file of recordings does not download

This is almost always an Internet Explorer issue.

Pop-up blocker error

The pop-up blocker is most likely the culprit when one is unable to download the recordings from the Browse -> recordings section.

On Chrome and Firefox, look for a small notification at the top right or bottom of the screen that a pop-up was blocked, and allow it.

Disabling the pop-up blocker frequently does not resolve this issue on Internet Explorer, unfortunately.

Workaround for IE:

1. Perform search query for desired files, and/or checkmark the files that should be exported.

2. Click on "Pick Action" bar at the top.  Hold down the "CTRL" key and do the following:

3. While holding down the "CTRL" key, Click on either "export selected media files" or "export query results".

4. A new window will pop up.  It may ask you where to save the recording. Be sure to continue holding down "CTRL" when you click the OK/save button. 

5. Only after the zip file shows that it's downloading can you release the "CTRL" key.

Failure to keep "CTRL" held down at any point before the file starts to download will result in the pop-up disappearing, and the the file will not appear on the local machine.

Security Settings - Internet Explorer

If the "CTRL" key strategy above does not work, the security settings in Internet Explorer might be at fault.

Make sure Config->Playback replay mode is set to “Standard”
(Doing so might require full Host name in Service config in order to play media)

In Internet Explorer, please try the following steps:

1. Browse to the login page of your record-all panel - e.g. http://ps-record0.fonality.com:8080/orkweb/app

2. Click on Tools->Internet Options

3. Select the Security tab

4. Click the Trusted Sites icon (Green check-mark)

5. Click the Sites button

6. If not already there, type the website URL in (e.g. http://ps-record0.fonality.com) in the "Add this website to the zone" box

7. Uncheck the "Require server verification (https:) for all sites in this zone

8. Click the Add button

9. Click the Close button

10. Back on the Security tab, move the Security level slider-bar to Medium-low (second to bottom notch)

11. Click Ok

At this point, you should be able to export the media files in Internet Explorer.

Additional Resources: