cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

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.

Bill_Balvanz_0-1730307966893.png

 

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.

Bill_Balvanz_1-1730307966789.png

 

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. 

Bill_Balvanz_2-1730307966807.png

 

  • 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.
Bill_Balvanz_3-1730307966658.png

 

Recordings > Dashboard

The Dashboard allows you to toggle four areas to show data in real time.

Bill_Balvanz_4-1730307967019.png

 

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.

Bill_Balvanz_5-1730307966727.png

 

 

 
Version history
Last update:
‎10-30-2024 10:07 AM
Updated by: