The OrkWeb client is a platform to monitor, store, and manage recorded calls. It is used with the Broadsoft service.
Agent Call Recording Use
When the call recording service is added to a user, it can be configured to be Record All or Selective Record Calls.
Record All: All calls (inbound and outbound, internal and external) are automatically recorded to the system.
Selective Record Calls: In this mode, the agent must interact with their phone or soft client to turn the recording on, pause, and resume the recording.
- To Start Recording the Call: Place the call on hold then enter *44. Resume the call.
- To Stop Recording the Call: Place the call on hold then enter *45. Resume the call.
- To Pause the Recording: Place the call on hold then enter *48. Resume the call.
- To Resume Recording the Call: Place the call on hold then enter *49. Resume the call.
Recordings
The first section is Recordings and is used to listen to recorded calls, live monitor calls as they are being recorded, and manage those recordings.
Recordings > Browse
This page allows you to see the recordings left by agents you monitor.
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Filters: Use the filter fields at the top left to search for the records you seek.
Records: With the records found, you may play the recording with the Play Recording icon. Other actions include Download, Tags, Email, and Delete.
- Type: This indicates it is a recording, and the speaker icon here can be used to play the recording.
- ID: The system generated identifier for the call.
- Date: The date the call was recorded.
- Time: The time of the recording.
- Duration: The length of the recording, in seconds.
- Local Party: The SIP ID of the local seat that has the call recording service applied.
- Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow.
- Remote Party: The phone number of the other party.
- User: The user name of the local party.
- Download: This icon will initiate downloading of the recording (in .wav format)
- Tags: Use this icon to view and apply tags.
- Email: This icon will send the recording via an internal email service (not a mailto link).
- Select: This box can be used to select multiple entries.
- Details: The carrot can be selected to open the details about the recording.
- Delete: Use this icon to permanently delete a record.
Play Recording: When selected, a player will open in the top right corner.
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The player offers controls to play, top, adjust volume, skip forward and back, and adjust speed. You will also see the filename of the recording.
Recordings > Live
The Live section allows you to listen to the recordings as they are happening.
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- User ID: The system generated identification number for the user.
- First Name: The first name of the user.
- Last Name: The last name of the user.
- Local Party: The SIP ID of the local seat that has the call recording service applied.
- Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow.
- Remote Party: The phone number of the other party.
- Elapsed Time: The length of time since the last status update (beginning or end of a call).
- Comments: Any comments that have been left about the call.
- Tags: Any tags assigned to the call.
- Live Tags: Details about the assigned tags.
- Keep: Select to save the recording once the call terminates.
- Discard: Select to not save the recording once the call terminates.
- Listen: Press this icon to listen to the recording as it is happening.
- Details: The carrot can be selected to open the details about the recording.
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Recordings > Dashboard
The Dashboard allows you to toggle four areas to show data in real time.
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Hourly Recordings Stats: Bar chart showing the time (in hourly intervals) of calls vs. historical averages. This will let you determine if the call volume varies from the average.
Recordings Summary Stats: A chart with a macro view of the number of calls, call duration, and average call duration for Today, Last 7 Days, and Last 30 Days.
Frequent Callers: Bar chart showing the telephone numbers and total calls for the most frequent callers.
Recordings Per User: Data set showing stats for the users.
Provisioning
This section allows you to set up tags, groups, and users.
Provisioning > Users
Find information about existing users here. Users are created by the system when the call recording service is assigned and used.
Provisioning > Groups
Use this section to create groups and add users to them.
Provisioning > Roles
This section creates roles and edits the permissions of members in those roles.
Provisioning > Tag Types
Create and manage Tags in this section.
System
Finally, this section allows you to see all activity that has been performed on your recordings.
System > Audit Trail
This section shows activity within the system.
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