Introduction
The Expertflow Voice Recording Solution records Cisco CX Contact center calls, for single & multi-site contact centers with up to 100 concurrent agents. Calls are recorded & stored as individual call legs including call hold, call transfer, and call conferencedisplayed on UI.
Login
KeyCloak
User Management is now handled from a third-party application Keycloak. All the local users are now created on Keycloak.
(Note: The details of configuring Keycloak are mentioned in the deployment guide)
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In this solution keycloak of EF-CX used for user login.
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There is a Keycloak admin who can create, update, delete a user, and reset its password.
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The Keycloak admin must select one role for the newly created. If a user is assigned an agent role, then on logging in on VRS Application the agent user can can’t see his recordingsits recording. If a user is assigned an admin role, then he it can see all recordings on VRS. Note that if a user is not assigned any role then he won't be able to log in to VRS Application.
Search & Play
Searching a Call
In VRS calls can be searched based on the Start Date, Start Time, End Date, End Time, Dates Within (7days, 15 days, 1 month, and 3 months), CallingNumber, CalledNumber, AgentName, and AgentID, Calling Number, Called Number, Agent Name, Agent ID, Call Duration, Hold Time and Wrap-up codes. By default when a user logs in on the VRS application, the current date is already selected. The search request can also be customized to show or block specific columns on the user interface. The customized columns are as follows: (Agent ID, Called Number, and Agent Name)
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Basic Operation on Calls
Once a call is searched it can be played , and downloaded, or archived.
Playing a call
Once a call is searched, it can be played by clicking on the play button.
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Audio forward and rewind are possible when the audio is selected and played. This can be done by moving the slider forward or backward.
Downloading a call
Once a call is searched it can be downloaded by clicking on the download button.
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Multiple-legged calls
A multi-legged call is a type of cell that contains more than one leg. It is a single call but has multiple legs. Some of the calls are
Hold/Resume
Direct Transfer
Consult Transfer - Not supported yet
Conference Call - Not supported yet
Hold/Resume call
A Simple hold/resume call is a call in which a customer calls an Agent, when the call is active the Agent holds the call.
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Then he retrieves the call. This process makes two sessions of the call i.e the session before the agent holds the call and the session after the call is resumed.
Direct Transfer
In the case of a simple Direct Transfer scenario, a customer calls an Agent. The agent after receiving the call then directly transfers the call to the second agent. This is done without any consultation with the second agent.
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In this case, two sessions are made as well.
Archival Service
Archival service is an important part of VRS (Voice Recording Solution). Its major function as its name suggests is to archive recording files which over the time occupies a large space. These files can be uploaded to another server designed to hold huge data. On the backend, these files will be deleted after being uploaded to another server to be saved for future purposes. On the front end, these files will be shown in a grey shade. The option to play or download the recordings will be invisible.
The Archival service is designed to be controlled manually. We can set the number of days before which the files will be archived. For example, if we set archived service to be set to 2 days, then the service will leave the files of the past two days as it is while archiving all the files before it.
Stream Deletion
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Call Duration
Call Duration column displays the total time of a call between the agent and the customer. The timer begins counting when the call rings at the Agent Desk. The total call duration is then shown in the Call Duration column. The call duration is displayed in hours, minutes, and seconds, following the format HH:MM:SS
Hold Time
Hold Time column displays the duration for which the agent placed the call on hold. When the agent presses the hold button, the timer starts counting the hold time. This duration also shows in hours, minutes, and seconds, using the format HH:MM:SS
Wrap-up Codes
Wrap-Up Codes column displays the wrap-up codes that the agent applied to the conversation. Also known as work codes, these codes summarize or indicate the end result of a call. Multiple codes are listed and separated by commas. Additionally, when hovering over the codes, a tooltip appears displaying all the codes.
Call Listened Indicator
Call Listened Indicator is a new enhancement introduced in the system. When a user plays a specific recording, double blue ticks appear next to that recording. Recordings that have not been played will not display these double ticks. Additionally, once a recording has been played, hovering over the double ticks will reveal the name of the user who last accessed the recording.
Multiple-legged calls
Currently, multi-leg calls are not supported with EF-CX as a contact center
Archival Service
Archival Service is not supported for Voice Recording Solution with EF-CX
Stream Deletion
Stream Deletion is not supported for Voice Recording Solution with EF-CX