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