User Guide

Accessing web interface

MiaRec has a web-interface, which can be accessed from other computers via the network and/or the internet.

Inside web-browser address bar, type the full address of MiaRec server. The address may consist of IP-address or DNS/NetBIOS name. Alternatively, the address may contain a port number followed by a colon character. For 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

However, if a web-page is not opening, it is likely that a firewall on the MiaRec server is blocking incoming connections. Go to Firewall configuration article for details on how to remedy this issue.

Dashboard

MiaRec's dashboard provides a thorough overview of calls-per-day, average call duration, current active calls, etc.

MiaRec Dashboard

Call recordings views

MiaRec supports the following call recording views as pictured:

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 current logged in user
By user Displays call recordings, which are grouped by user and user group
Not assigned to users Displays call recordings, which were not assigned to any users; this 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 on the call list, and you will be able to see call details within a basic media player, which is right inside the 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 an advanced audio player.

This visual audio presentation presents an easy way to detect periods of silence and talk-over within the conversation

MiaRec Advanced Audio Player

Searching calls

MiaRec allows for an easy search of calls by utilizing different parameters, such as:


See also Advanced searching calls

Advanced searching calls

Advanced search web-page provides the ability to search call recordings utilizing multiple criteria, such as:

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 the searched criteria, and use it later:

Saved searches

Add notes to calls

When the user has been given the appropriate permission, he or she will be able to view and add new notes to call recordings.

These call notes are displayed inline and in a new window

Notes are displayed from oldest to newest; additionally, it is possible to pin any notes on top (out of order).

Call notes inline

MiaRec Notes

Call notes in new window

MiaRec Notes

Categorizing calls

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


To utilize categories, check one or more call recordings in a list, and then click the "Categories" button, next, select one or more categories, which you would like to assign to the call.

MiaRec Categories

View multi-part calls

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

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

MiaRec Interaction

Visualization of multi-part calls

Multi-part calls are stored internally as multiple calls, but they are displayed to the user as a single audio file. This allows users easily play back 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. An inbound call is transferred from one agent to another; in this case, both parts of the call will be added to the interaction.
  2. An agent puts their first call on hold, makes an outbound consultative call, and then returns to their original call. In this case, all 3 calls will be added to the interaction.
  3. An agent has an active call occurring, and he/she receives a second incoming call. The agent places the first call on hold and proceeds to answer the new call. The agent then returns to their original call. In this scenario, the incoming call that occurs between the hold/resume event is treated as an outside interaction. Only the 1st and the 3rd call parts will be added to the interaction.

Live monitoring

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

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

If the user has the appropriate permissions, he/she will be able to see live monitor this call button when viewing active calls. Once this button is clicked, the Live Player application should start automatically. 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, which are:

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

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

In order to start monitoring of the consecutive calls, the supervisor needs to select one of the agents'old calls, and then click on "Open in new window" button, 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 works with any recording method, whether it is passive or active.

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

System requirements

To live monitor calls, the following should be true:

  1. The monitored calls should be assigned to agent. See Associating calls with users
  2. "Monitoring seat license (as agent)" should be allocated to agent (menu Administration -> User Management -> Users)
  3. In multi-tenant environment, the "Live monitoring" licenses should be allocated to a tenant account (menu Administration -> User Management -> Tenants)
  4. Supervisor's role should have permission to live monitor other users's calls (menu Administration -> User Management -> Roles)
  5. A firewall should not block access from supervisors' computers to MiaRec server on ports 6554 TCP and 7000-7999 UDP. See Firewall configuration
  6. The Live Player application should be installed on supervisors' computers. You can download it from Download MiaRec

On-demand recording

On-demand recording from Cisco phone

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

MiaRec phone services on Cisco phone

Check also

On-demand recording using Cisco SPA phone

MiaRec integrates with Cisco SPA serice phones to provide on-demand recording control using softkey.

The photos below show example of Cisco SPA 504G with MiaRec XML application in action.

MiaRec Phone Service on Cisco SPA series phone

See also:

On-demand recording using Polycom VVX phone

MiaRec integrates with Polycom VVX series phones to provide on-demand recording control using softkey.

The photos below show example of Polycom VVX 400 phone with MiaRec XML application in action.

MiaRec Phone Service on Polycom VVX phone

See also:

On-demand recording using Yealink phone

MiaRec integrates with Yealink phones to provide on-demand recording control using softkey.

The photos below show example of Yealink T46S and T48S with MiaRec XML application in action

Yealink T46S / MiaRec softkey integration

Users can press Record / No Record softkey buttons during a call to selectively record some calls (on-demand recording).

The following photo demonstrates "Recording" state. User can press "No Record" to disable recording.

Yealink on-demand recording softkey

The following photo demonstrates "Not Recording" state. User can press "Record" to enable recording.

Yealink on-demand recording softkey

Yealink T48S / MiaRec softkey integration

Yealink on-demand recording softkey

Yealink on-demand recording softkey

See also:

On-demand recording via Web portal

When an 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 the 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 the user has made the decision to record a call at the very last second of a call.

In order to enable on-demand recording:

  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, an 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 the screenshot below.

On-demand recording via API

MiaRec provides SOAP API, which may be used by a 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 this error message, verify that your call is shown in the 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 is a call in progress, but no user has been created in MiaRec. As a result, MiaRec could not verify a user's access permissions for recording control. Ask an administrator to create a 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 an 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 an 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 does not have permission to pause recording. Ask an 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 an 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 an 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 from your phone the first time, 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 until 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 an administrator to change permissions on your user's role profile.

See also:

Pause/resume recording using Yealink phone

MiaRec integrates with Yealink phones to provide pause/resume recording control using softkey for PCI compliance.

The photos below show example of Yealink T46S and T48S with MiaRec XML application in action

Yealink T46S / MiaRec softkey integration

Additionally, MiaRec supports pause/resume recording for PCI Compliance. Users can press Pause and Resume softkey buttons to temporary mute recording, for example, when customer speaks credit card number.

Yealink pause/resume recording softkey

Yealink T48S / MiaRec softkey integration

Yealink pause/resume recording softkey

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, such as:

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 an 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 questions in this evaluation form. Once all questions have been 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 messages by many parameters, as follows:

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

MiaRec audit trail

To view details of audit trail message, click on the "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 is utilized in the following scenario:e:

Typically, such conversation between an agent and executive would be visible to the supervisor. However, when a call is marked as confidential, then this call recording would be hidden from the 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

An 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 an 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: