1. Business Call Recording 1 Please press the F5 key on your PC to begin the presentation Click to advance

2. Go to the internet and type: http://callrecording.miami.edu/EngageWebClient/Login.aspx http://callrecording.miami.edu/EngageWebClient/Login.aspx Enter: 1.Your UserId 2.Password = default 3.Submit 2 default

3. 3 First time users: Click Run

4. 4 The Log provides access to the full history of system use. The Playback log provides instant playback for many calls and playback for the last 200 calls.

5. 5 First time users: Click Load

6. 6 The Cached Calls pane shows a directory of the most recent 200 calls recorded by the system. Parameters for these call records are: ACD Agent ID Name Date Time Day of Week CLID (Calling Line ID) DNIS (Call Identifier) DN (directory #) Duration Port Number Port Name Media Availability

7. 7 Right click on the Playback Log screen to display a pop-up menu with the following options: Search Call(s) - Allows you to search for and locate call records. Recent Calls - Allows you to return the Cached Calls pane to its normal state of the 200 most recent call records. AGC-On or AGC – Off - Allows you to turn on and off the Automatic Gain Control (AGC) feature. Turn GSM Compression On or Turn GSM Compression Off - Allows you to select or deselect GSM compression for playback of the selected call. Turn Beep Tone Filer On or Off - Allows you to remove alert beep tones from playback of the selected call.

8. 8 You can search by any of these criteria  ACD Agent  Port Numbers  Date & Time  Days of Week  CLID  DNIS  DN  Duration  Remark Note: You cannot playback an active call!

9. To search for a call made by an agent: Click on Agent Name Click Search Click OK 9 A list of the last 200 calls for that agent will be displayed on the Playback Log screen

10. To search for a call made by an agent on a particular date: Click on Date & Time 10 Click on Set Select the start date from the calendar Click Search Click OK (to clear window)

11. Right-click on the Playback Log screen for options Click Play to listen to the call 11

12. To play and pause the playback of a call:  Click Pause to temporarily pause the recording  Click Resume to continue listening to the call 12

13.  Right-click on the call for options  Click Add/Modify Remarks and type in your remarks 13

14. To search for a remark made by an agent: Click on Remark Type in a portion of your remark Click Set Click Search Click OK 14 A list of the calls matching that description will be shown on the Playback Log screen

15. Recorded calls can be saved on a PC, emailed, stored on a server, archived to DVD, and used like any other standard audio file. Right-click on the call Click Download 15 The call will be downloading into your PC’s “My Documents”. Click Change Folder to change the destination.

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17. 17 Click on “Help” from the toolbar to access information pertaining to any of the screens. Select one of the drop-down menus from the toolbar and select a topic