User Guide

Accessing web interface

MiaRec has a web-interface, which may be accessed from other computers over network or even over internet.

Inside web-browser address bar, type the full address of MiaRec server. The address may consist of ip-address or dns/netbios name. Optionally, it may contain port number after colon character. Examples:

Contact your system administrator to find out the exact address for the MiaRec web portal.

If address is correct then you should see the login page:

login.png

If web-page is not opening, then probably a firewall on the MiaRec server is blocking incoming connections. See Firewall configuration article for details.

Dashboard

MiaRec's dashboard provides an at-a-glance view of calls-per-day, average call duration, current active calls and other details.

MiaRec Dashboard

Call recordings views

MiaRec supports the following call recording views as shown in the screenshot below:

MiaRec Recordings

View Description
All calls Displays all call recording (including active calls).
Active calls Displays only active calls
My calls Displays call recordings associated with the currently login user
By user Displays call recordings grouped by user and user group
Not assigned to users Displays call recordings, which were not assigned to any users. Such view is visible to administrator accounts only. More details
By category Displays calls recordings grouped by category
Advanced search Displays advanced search form

Playback call recordings

Inline basic audio player

Click inside call list and you will be able to see call details with a basic media player right inside call list.

inline call details

Advanced audio player

Click on Open in new window and you will be able to to see detailed call information with advanced audio player.

Advanced audio player is shown only in supported browsers (Chrome, Firefox, Safari). Visual presentation of audio allows to detect easily silence and talk-over periods in conversation.

MiaRec Advanced Audio Player

Searching calls

MiaRec supports easy search of calls by different parameters:


See also Advanced searching calls

Advanced searching calls

Advanced search web-page provides capability to search call recordings by multiple criteria like:

Each of these criteria supports different comparison operators like Equal To, Not equal to, Starts with, Ends with, Includes, Is empty, Not empty, Match simple pattern, Match regex pattern, Before, After, Between, Older than __ days, Newer than __ days.

Advanced search

Saved Search

You can save searching criteria for later usage:

Saved searches

Add notes to calls

When user has appropriate permissions, he/she will be able to view and optionally add new notes for call recordings.

Call notes are displayed inline and in new window.

Notes are displayed in the order in which they are created (oldest first). It is also possible to pin any notes on top.

Call notes inline

MiaRec Notes

Call notes in new window

MiaRec Notes

Categorizing calls

MiaRec supports categories for call recordings. When user has appropriate permissions, he/she may assign categories to calls, create new categories, etc.


Check one or more call recordings in a list and click button Categories. Then select one or more categories, which you would like to assign to this call.

MiaRec Categories

View multi-part calls

MiaRec automatically recognizes multiple call parts of longer interaction, for example, when call has been transferred from one agent to another or when call has been put on hold, the agent made a consultative call to his/her supervisor and then resumed the initial call.

Note, this feature is available only for Cisco active recording method

When call is a part of longer interaction, then a special icon is displayed in a calls list as well as a link to interaction web-page.

MiaRec Interaction

Visualization of multi-part calls

Multi-part calls are stored internally as multiple calls, but they are displayed to user as a single audio file. This allows to easily playback the whole interaction in one click.

MiaRec Interaction

Supported call scenarios

MiaRec merges multiple call parts into a single interaction in the following call scenarios:

  1. Inbound call is transferred from one agent to another. In this case both call parts will be added to interaction.
  2. Agent puts on hold the first calls, then makes an outbound consultative call and then returns to the original call. In this case all 3 calls will be added to the interaction.
  3. Agent has an active call at the moment and he/she receives the second incoming call. Agent places the first call on hold and answers the new call. Then agent returns to the original call. In this scenario an incoming call between hold/resume event is treated as outside of interaction. Only the 1st and the 3rd call parts will be added to the interaction. The 2nd call (incoming) is treated as a out of interaction.

Live monitoring

Live monitoring feature allows authorized users (supervisors) to listen to the active calls in real-time. Such feature helps monitor customer service in real-time, train new employees, and escalate problems as soon as possible.

A special application Live Player should be installed on a supervisor's computer. This application was designed to provide a superior audio latency (less than 200ms).

If user has appropriate permissions, he/she will be able to see live monitor this call button when viewing active calls. Upon clicking on this button, the Live Player application should be automatically started. If it doesn't start, then verify if it has been installed previously on a supervisor's computer (you can download it from here).

MiaRec Live Monitoring

Live monitoring feature supports two modes:

In the first case, a monitoring session automatically terminates when call completes.

In the second case, a monitoring session is automatically restored when the monitored agent makes/receives a new call. Supervisor initiates a live monitoring session once and keeps listening to the consecutive calls of a particular agent automatically.

In order to start monitoring of the consecutive calls, supervisor needs to select one of agents'old calls , then click on "Open in new window" button and then he/she will see Live monitor phone ___ link.

MiaRec Live Monitoring Phone

How it works

Live monitoring feature is built-in to MiaRec recording core. It doesn't depend on a phone system and it works with any recording method (passive or active).

Live Player application communicates with MiaRec recording core via RTSP protocol. If you see error "Server is off-line" inside Live Player application, then verify firewall settings on the MiaRec server side.

On-demand recording

On-demand recording from Cisco phone

Agents may use their Cisco IP phones to enable/disable recording during a call and pause/resume recording to comply with PCI requirements.

MiaRec phone services on Cisco phone

Check also

On-demand recording via Web portal

When agent is configured for on-demand recording, then he/she or authorized user (his/her supervisor) may activate/deactivate recording in real-time during a call.

MiaRec On Demand Recording

If user decides during a call that he/she would like to keep recording, then a call recording will be stored in MiaRec from the very beginning of a call.

MiaRec supports look-back recording. The whole conversation will be stored in MiaRec even if user has made the decision to record a call at the very last second of a call.

In order to enable on-demand recording it is necessary:

  1. Change recording settings on agent's profile page from always record to on-demand.
  2. Grant agent or his/her supervisor permissions to trigger on-demand recording (see Role settings)
  3. During a call agent or his/her supervisor should select active call in MiaRec web interface and click Open in new window button. Inside the opened web-page he/she will be able to see on-demand controls as shown in below screenshot.

On-demand recording via API

MiaRec provides SOAP API which may be used by third-party application to control on-demand recording.

Check our developer documentation for details.

Pause/resume recording

Pause/resume recording via Cisco phone

Agents may use their Cisco IP phones to pause/resume recording to comply with PCI requirements.

  1. Initial state (no calls in progress)

    MiaRec Phone Service on Cisco Phone

  2. Click the MiaRec phone services button to see Recording controls window.

  3. Click the Record button at the bottom to enable recording.

  4. Click the Pause button at the bottom to pause (mute) recording.

Possible errors

  1. Error No call in progress

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

  2. Error User is not configured in MiaRec

    Error User is not configured in MiaRec means that MiaRec recognized this phone and there call in progress, but no user is created in MiaRec. As a result, MiaRec could not verify user's access permissions for recording control. Ask administrator to create user account in MiaRec for you.

  3. Error Recording control is disabled

    Error Recording control is disabled means that on-demand recording is disabled for this user. Ask administrator to change recording settings from "record always" to "on-demand recording".

  4. Error Recording control is forbidden for user...

    Error Recording control is forbidden for user... means that your user account has no appropriate permissions to control on-demand recording. Ask administrator to change permissions on your user's role profile.

  5. Error Pause recording is forbidden for your account

    Error Pause recording is forbidden for your account means that your user account has no appropriate permissions to pause recording. Ask administrator to change permissions on your user's role profile.

Pause/resume recording using Cisco SPA series phone

Users may use their Cisco SPA series phones to pause/resume recording to comply with PCI requirements.

Soft key "MiaRec" is displayed on phone

Soft key MiaRec is displayed on Cisco SPA series phone when phone services are configured properly.

MiaRec Phone Service on Cisco SPA series phone

Recording controls (Pause/Resume soft keys)

Click the MiaRec phone services button to see the Recording controls window. Press "Pause" softkey button to pause (mute) recording.

MiaRec Phone Service on Cisco SPA series phone

Press Resume button to resume (unmute) recording.

MiaRec Phone Service on Cisco SPA series phone

Login to MiaRec phone services from phone

When you access the MiaRec phone services the first time from the phone, then the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

MiaRec Phone Service on Cisco SPA series  phone

Possible errors

  1. Error No call in progress

    MiaRec Phone Service on Cisco SPA series phone

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

  2. Button Pause/Resume or Record/No Record is not shown.

    MiaRec Phone Service on Cisco SPA series phone

    Pause/Resume and Record/No Record buttons are not shown when your role profile does not have appropriate permissions. Ask administrator to change permissions on your user's role profile.

  3. Error Insufficient permissions

    MiaRec Phone Service on Cisco SPA series phone

    Error Insufficient permissions means that your user role profile does not have Phone services permission. Ask administrator to change permissions on your user's role profile.

See also:

Pause/resume recording using Polycom VVX phone

Users may use their Polycom VVX phones to pause/resume recording to comply with PCI requirements.

  1. Soft key MiaRec is displayed on Polycom VVX phone when phone services are configured properly.

    MiaRec Phone Service on Polycom VVX phone

  2. Click the MiaRec phone services button to see the Recording controls window. Press "Pause" softkey button to pause (mute) recording.

    MiaRec Phone Service on Polycom VVX phone

  3. Press Resume button to resume (unmute) recording.

    MiaRec Phone Service on Polycom VVX phone

Login to MiaRec phone services from phone

When you access the MiaRec phone services the first time from the phone, then the login page is displayed (see the following screenshot). You need to provide the PIN to access the phone services. This is the same PIN as configured on your user profile in MiaRec web portal.

MiaRec Phone Service on Polycom VVX phone

How to close MiaRec phone services screen

To exit the MiaRec phone services screen, click the More button a couple of times untill you see the Exit button. See the following screenshot for details.

MiaRec Phone Service on Polycom VVX phone

Possible errors

  1. Error No call in progress

    MiaRec Phone Service on Polycom VVX phone

    Error No call in progress means that MiaRec could not find the active call recording for the current phone. If there is a call in progress, but you still receive such error, then verify if your call is shown in MiaRec web portal.

  2. Button Pause is not shown.

    MiaRec Phone Service on Polycom VVX phone

    Pause/Resume buttons are not shown when your role profile does not have appropriate permissions. Ask administrator to change permissions on your user's role profile.

See also:

Pause/resume recording via Web portal

Agents may use MiaRec web-portal to pause/resume recording to comply with PCI requirements.

MiaRec Pause/resume recording

Pause/resume recording via API

MiaRec provides REST API which may be used by third-party application to pause/resume recording.

Reports

MiaRec provides extensive reporting.


Reports are available from top menu Reports.

MiaRec supports multiple reports:

MiaRec Reporting

MiaRec Reporting

Change own password

In order to change own password, click on your login name in the right top corner and select Change my password from drop-down menu.

Change password

Agent evaluation

Agent Evaluation module provides contact center managers a tool to evaluate and monitor agent performance.


Prerequisites:

To evaluate agent, select a call recording and click "Evaluate" button in call details:

MiaRec Reporting

Select which evaluation form to use for this call:

MiaRec Reporting

Listen to call recording and answer to questions in this evaluation form. When all questions are answered, this call will be scored from 0 to 100 points.

MiaRec Reporting

Audit trail

Navigate to menu Administration -> Maintenance -> Audit Trail to see the audit log. You can filter message by many parameters:

Additionally, you can search inside DATA field of audit log message.

MiaRec audit trail

To view details of audit trail message, click "View" button and you will see the associated data. For example, you will see which fields have been modified in "Update" action:

MiaRec audit trail

Additionally, when you view call details, user profile, or any other resource, you will be able to see all audit log messages associated with that particular object:

MiaRec audit trail

Confidential calls

Some call recordings may be marked as confidential. This feature allows to achieve the following use case:

Normally, such conversation between agent and executive will be visible to supervisor. But when a call is marked as a confidential, then such call recording will be hidden from supervisor. A call recording may be marked as "confidential" either manually or automatically.

Automatically mark calls as confidential

On Executive's user profile page an administrator may check setting "Mark all calls of this user as confidential".

MiaRec confidential calls

Manually mark calls as confidential

Authorized users may mark calls as confidential manually. Note, the user's role should have enabled permission to "Set confidential flag".

MiaRec confidential calls

Access confidential calls

Administrator may grant permission to view confidential calls to authorized users, for example, executives.

Such permissions are configured on user role page:

MiaRec confidential calls

After that, authorized users will be able to see confidential calls:

MiaRec confidential calls

Custom fields

MiaRec supports custom fields, which may be used for storing any data, like order number, support ticket number, product name, call campaign, etc.

The custom fields may be displayed in call list (see below screenshot):

MiaRec custom fields

Additionally, customer field values are displayed in call details:

MiaRec custom fields

Users may use quick search or advanced search capability:

MiaRec custom fields

MiaRec custom fields

Authorized users can edit custom field values on call details page:

MiaRec custom fields

In order to create custom fields, navigate to menu Administration -> Customization -> Custom fields and click Add button. You can select field type (Text, Date or Option) and edit/search settings.

MiaRec custom fields

File integrity check (watermark)

MiaRec supports tamper-proof watermarking of audio files.

Watermark

Multi-language interface

MiaRec supports multi-language user interface.

Different users may select different languages. It is possible to set language on multiple levels:

The following screenshot shows MiaRec web portal in Spanish language.

MiaRec multi-language UI

A list of supported languages may be extended upon request.

See also: