U S E R M A N U A L

OmniPCX RECORD version 2.5

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 OmniPCX RECORD R2.5 – User Manual

Legal notice

www.al-enterprise.com

The Alcatel-Lucent name and logo are trademarks of Nokia used under license by
ALE. To view other trademarks used by affiliated companies of ALE Holding, visit:
www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are
the property of their respective owners. The information presented is subject to
change without notice. Neither ALE Holding nor any of its affiliates assumes any
responsibility for inaccuracies contained herein. © Copyright 2024 ALE
International, ALE USA Inc. All rights reserved in all countries.

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 OmniPCX RECORD R2.5 – User Manual

Index Table

1 Document history ............................................................... 5

2 Scope .............................................................................17
2.1 Purpose of this guide .................................................................... 17

3 Glossary of Terms .............................................................18

4 Introduction .....................................................................19
4.1 The Product ................................................................................ 19
4.2 Intended Readership ..................................................................... 19
4.3 Applicability Statement .................................................................. 19
4.4 Overview of this manual ................................................................. 19
4.5 Customer Support ........................................................................ 19

5 Using OmniPCX RECORD (Agent) ..........................................20

5.1 Recording Action ......................................................................... 25
5.2 Group Admin - Recording Action Override .......................................... 39
5.3 My Calls ..................................................................................... 40
5.3.1 Search for Calls .............................................................................. 40
5.3.2 Secure/Unsecure Call ....................................................................... 54
5.3.3 Call Transcripts .............................................................................. 54
5.3.4 Notes .......................................................................................... 55
5.3.5 Flags ........................................................................................... 57
5.3.6 Call Options................................................................................... 58
5.3.7 Play ............................................................................................ 58
5.3.8 Player Controls ............................................................................... 62
5.3.9 Skip Silence .................................................................................. 63
5.3.10 Volume Control Per Channel ............................................................... 64
5.3.11 Bookmarks .................................................................................... 64
5.3.12 Play All ........................................................................................ 65
5.3.13 Play Selected ................................................................................. 65
5.3.14 Download CDR ............................................................................... 66
5.3.15 Download File ................................................................................ 67
5.3.16 Download Selected Files .................................................................... 68
5.3.17 Email File ..................................................................................... 68
5.3.18 Do Not Archive ............................................................................... 69
5.3.19 Verify Signature .............................................................................. 69
5.3.20 Update Custom Field ........................................................................ 70
5.3.21 Party One and Party Two ................................................................... 70
5.3.22 Add Call to Playlist ........................................................................... 72
5.3.23 Share a Call with the Teammates ......................................................... 72
5.3.24 My Searches ................................................................................. 73
5.3.25 Help Section .................................................................................. 75
5.3.26 Calls Playlist .................................................................................. 77
5.4 Shared Calls ............................................................................... 79
5.5 Reports...................................................................................... 79
5.5.1 Report Options ............................................................................... 79
5.6 Recording Rules .......................................................................... 82

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 OmniPCX RECORD R2.5 – User Manual

5.7 Download ................................................................................... 85

5.7.1 IP Attendant Client Utility ................................................................... 85
5.7.2 Screen Capture Agent Utility ............................................................... 85
5.7.3 XVid ........................................................................................... 90
5.7.4 Npcap ......................................................................................... 90
5.7.5 PBX User Management ..................................................................... 91
5.8 Additional Features....................................................................... 92
5.8.1 Record on Demand .......................................................................... 92
5.8.2 Record On Demand Popup Windows Control Parameters ............................. 97
5.8.3 Ignore, Pause & Resume Options on IP Phone .......................................... 97
5.9 Forgot Password / Password Reset ................................................... 99
5.10 Screen Capture Client – Update Process .........................................102
5.11 Modify Display Language ............................................................103
5.12 Change Password .....................................................................104
5.13 Dark Mode...............................................................................105
5.14 Single Sign On .........................................................................107
5.15 Two Factor Authentication ..........................................................108
5.16 Live Chat via Rainbow ................................................................114
5.17 Restricted Active Sessions ..........................................................115

6 Using OmniPCX RECORD (Group Admin) .............................. 116

6.1 Silent Monitor .............................................................................117
6.1.1 Silent Monitor Flags ........................................................................ 118
6.1.2 Silent Monitor Notes ........................................................................ 119
6.1.3 Silent Monitor Custom Fields .............................................................. 120
6.1.4 Live Chat ..................................................................................... 121
6.2 My Team Calls ............................................................................125
6.2.1 Search for Calls ............................................................................. 125
6.2.2 Search & Listen Live Calls ................................................................. 140
6.2.3 My Searches ................................................................................ 145
6.2.4 Help Section ................................................................................. 148
6.3 Reports.....................................................................................151
6.3.1 Report Options .............................................................................. 151
6.4 Workforce Optimization ................................................................153
6.4.1 Visualization format ......................................................................... 155
6.4.2 Report Format ............................................................................... 160

7 Using OmniPCX RECORD (Multi-Groups Admin) ..................... 163

7.1 My Group Admin Calls ..................................................................163
7.1.1 Search for Calls ............................................................................. 163
7.1.2 Search & Listen Live Calls ................................................................. 178
7.1.3 My Searches ................................................................................ 183
7.1.4 Help Section ................................................................................. 185

8 Console Recording Agent .................................................. 188

8.1 Configuration .............................................................................188

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 OmniPCX RECORD R2.5 – User Manual

1 Document history

Edition Date Changes / Comments / Details

01 12/06/12 Initial Document
02 16/08/12 Corrected non technical and English
Corrected for English
03 17/09/12 Updated both non technical & technical information
Updated Known Limitations
04 26/09/12 IP Attendant Client Utility Documented
05 04/09/12 Removed (Attendant EE) from Known Limitations
Updated the IP Attendant limitations
06 21/11/12
Included third party component download references
Updated Known Limitations to specify that VAD is NOT supported for IPDR
07 03/12/12
Updated Known Limitations to specify that only 1 MSM connection is supported
Updated known issues to state that conference calls recorded in a multi-node
environment could result in lost calls
08 28/01/13
Updated known issues to state that nodes must be configured to use the same
codec in a multi-node environment
Updated known limitations to state that ROD from IP Handsets is not supported
09 05/03/13
for High Availability
Removed HA from known limitations for IP Attendant Recording as this is now
supported
10 20/03/13
Amended to refer to “OmniPCX Console Recording Agent” in installation guide
rather than “IP Attendant Client utility”
Changed High Availability (HA) to Warm Standby (WS) throughout document
11 03/06/13 Stated the maximum number of support recording channels
Stated that IP handsets can only be recorded using IPDR or DR-LINK, NOT both
Updated the Attendant Console Limitations
Updated Known Limitations with maximum supported Silent Monitoring Sessions
12 12/06/13 Updated statement regarding static licenses
Amended Known Limitations to state that the OmniPCX RECORD Server Regional
settings must not be changed
Updated to state that CLI & DDI will be displayed as 'NA' for attendant calls.
13 15/07/13
Renamed ‘Warm Standby – WS’ to ‘Recorder Warm Standby – RWS’
14 31/10/13 Initial 2.3 Release
15 25/11/13 Stated that IP Attendant recording is only support using 4059EE with 4068 + 4038
16 10/12/13 Updated Known Limitations with Silent Monitoring Restrictions
Removed Screen Capture Hold from Known Restrictions
17 13/01/13 Inserted statement on Screen Capture Hold Time
Amended Statement regarding Screen Capture Server Access failure
Added statement explaining that recording Actions are disabled if the selected is
matched by a system filter.
Added statement explaining that ‘Play Selected’ is not supported for encrypted
18 04/01/14
calls
Updated Recording Action GUI Screenshots
Updated Silent Monitor GUI Screenshots
19 07/04/14 Added new document reference to footer
Added Statement explaining that standard users can only access calls recorded
20 06/05/14
on extensions assigned to them.
21 13/05/14 Updated ROD screenshots to include Primary & Secondary options
22 11-06-14 Removed limitation stating that only 1 MSM connection is supported
Updated various screenshots and added additional information that is relevant to
23 02-09-14
this software release.
24 29-01-15 Added section covering Console Recording Agent Configuration
Section 5.6.4
Updated to refer the user to their administrator for installing & configuring VLC
25 19-02-15

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Section 1.3
Removed the restriction stating that OmniPCX RECORD does not support more
than 1 PRS and that ROD is not supported for Warm Standby
Section 1.3
Updated support for Attendant Handsets to include 8038 & 8068
26 16-03-15 Section 1.3
Updated support for up to 25 console operators.
Section 1.3
Added Record on Demand restriction for IP Attendant Recording
Section 5.3.2
Included description & image for new file icon
Section N/A
General Grammar Corrections
Section 5.3.2
- Updated Archived Call Icon
27 16-06-15 - Added new note stating that Archived calls can be played without restoring
them first.
- Explanation added for ‘Restore Call’
- Included new screenshot showing message that is displayed when attempting
to play multiple encrypted calls using the ‘play selected method’
Section N/A
Updated Legal notice
Section N/A
Updated footer copyright
Section N/A
Updated header logo
28 25-08-15
Section N/A
Last page URL changed
Section N/A
GUI changes screenshots validated
Section 5.6
Screenshots Validated
Section 2.2
Added a limitation that IP address validation is not performed during the screen
capture installation
Removed limitation that ROD is not supported with IP attendant
Section 5
29 15-11-15
Validated login page screenshot
Section 5.3.1
Updated description
Section 7.1
Added new point for using Administrator account
Section 5.1
Removed a note that ROD is not supported with IP attendant
30 21-01-16 Updated description to add ignore call button
Section 5.7.1
Removed a note that ROD is not supported with IP attendant
Section 5.3
Updated Screenshots
31 01-03-16
Section 6.2
Updated screenshots 32
Section 4.3.2
Added a statement explaining that archived files cannot be downloaded.
Added statement explaining that ‘Download Selected File’ is not supported for
archived calls
32 16-06-16
Section 4.4
Screenshot has been updated. Added information regarding the new options
available in the recording rule.
Section 5.3.2

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Added information about how to check information about call hold and retrieval
during playback.
As the web interface has been revamped so all the product screenshots have
been updated in all the sections.
Section 5.4
33 15-09-16
Details have been updated along with the screenshots.
Section 7
Details have been added. Screenshot has been updated.
Section 5.3.1
Screenshot for view report option has been added.
Section 5.3.2
A note has been added about video call play behaviour when notes are clicked
during playback.
Section 5.4
Detail about user level filters has been added.
New filter parameters have been added.
Details have been added about how to change the sequence of rules.
34 15-02-17
An important note has been added about informing the user to click apply button
if there is any change in the rule sequence.
Section 5.6.2
A note has been added about screen capture client utility.
Section 6.1.3
New section for custom field during silent monitoring.
Section 6.2.1
A note has been added about the auto adjustment of columns in search result
grid.
Section 5.3.2
New section for notes for a call.
Section 5.3.3
New section for flags for a call
Section 5.3.7
New section for bookmarks
Section 5.4
35 15-06-17
An important note has been added regarding Record From Now option that
affects user level filters.
Section 5.6.2
A note has been added that the number and size of log files created for screen
capture agent utility has been increased to 10 and 10 MB respectively.
Section 6.1.1
A note has been added that more than one flags can be assigned to a call record.
Section 5.1
Screenshots has been updated.
A note has been added about screen refresh.
Details about update custom field option has been added.
Section 5.2
Screenshot has been updated.
A note has been added about screen refresh.
36 15-09-17
Section 5.3.1
Screenshot has been updated.
Details have been added for Results per page and Show options.
Section 5.3.4
Screenshot has been updated.
Section 5.3.15
New section for custom field update.
Section 4
Previous details regarding modules have been removed as all these
37 15-12-17 details are already available in feature list document.
Section 5.1
An important warning has been added that recording action bar will only

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

appear if the user has enable recording action permission.
An important warning has been added that ignore call will once ROD is
enabled on an extension and a ROD option is selected.
An important warning has been added against each online recording
action which is applicable and available for IPDR and SIP calls only.
Section 5.1
Detail and screenshots have been updated.
Details about trunk side recording action have been added.
An important note has been added that the ability to switch between extension
and trunk calls will only be available in the hybrid model.
An important note has been added that ROD will only be available for default
site in case of trunk side recording.
Section 5.2
An important note has been added that group admin override is not supported
for trunk side recording.
Section 5.3.1
A note has been added about range criteria for call duration on call search
38 15-03-18 screen.
A note has been added about multiple device criteria for device on call search
screen.
Section 6.1
An important note has been added about the availability of the options for trunk
and extension side agents during silent monitor.
Screenshots have been updated.
Section 6.2.1
A note has been added about range criteria for call duration on call search
screen.
A note has been added about multiple device criteria for device on call search
screen.

Legal notice has been updated.

Page footer has been updated with the latest logo information.
Section 5.1
An important note has been added that now IOD will be available to an agent
even if ROD is disabled for that agent.
39 15-06-2018 Section 5.3.1
Screenshot has been update. Details have been amended.
Section 5.3.5
Screenshots has been updated.
Section 5.3.6
Screenshot has been updated.
OmniPCX RECORD release references have been removed.
Section 5.1
Important note has been updated regarding attendant calls display.
Screenshot has been updated.
Section 5.2
Screenshot has been updated.
A limitation has been removed.
Section 5.3.1
40 15-09-2018
Screenshots have been updated.
Speech analytics search option detail has been added.
Section 6.1
Important note has been updated regarding attendant calls display.
Screenshots have been updated.
Section 6.2.1
Screenshots have been updated.
Speech analytics search option detail has been added.
Section 5.1
41 15-12-2018
Screenshots and details have been amended.

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Section 5.7.2
New section for ROD popup windows control parameter.
Section 5.3.1
Screenshots have been updated.
Detail about recording filter under available column has been added.
Detail about search results grouping and restrictions about child records
have been added.
Section 6.2
42 15-03-2019
Screesnshot has been updated.
Section 6.2.1
Screenshots have been updated.
Detail about recording filter under available column has been added.
Detail about search results grouping and restrictions about child records
have been added.
Section 5
Details about change password mechanism on first login have been
43 15-06-2019 updated along with the screenshots.
Section 5.3.1
Details and screenshots have been updated.
Section 5
Restriction about consecutive identical characters has been added.
Section 5.1
Important notes have been updated for IP Attendant.
Section 5.3.1
Screenshot has been updated.
Section 5.3.9
Screenshot has been updated.
44 15-09-2019
Section 5.3.13
Screenshot has been updated.
Section 5.4
Screenshot has been updated.
Section 6.1
Details about ROD option have been updated.
Section 6.2
Screenshot has been updated.
Section 5
Screenshots have been updated.
An important note has been removed about agent password.
Section 5.1
Added SIPREC in the important note about hybrid model.
Screenshot has been updated.
An important note updated about Switch to option.
Added SIPREC in the important note regarding default site. Also removed
audio from set of recording actions.
45 15-12-2019 An important note has been removed about Ignore call option.
Section 5.3.1
ProACD & Party Name are added in Other criteria.
Screenshots have been updated.
Section 5.3.4
Screenshot has been updated.
Section 5.3.6
Icon for encrypted video files added with description.
Section 5.3.9
Screenshot has been updated.

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Section 5.3.10
An important note added about CDR
Section 5.3.15
A note has been added about custom fields.
Section 5.8
New section for forgot password / password reset has been added.
Section 6.1
Added SIPREC in the important note regarding hybrid model.
Section 6.1.3
Added information about associated SIP tag in the note.
Section 6.2
Screenshot has been updated.
Section 6.2.1
Party Name & ProACD added in list of other criteria.
Screenshots have been updated.
Section 6.3
New section for forgot password / password reset has been added.
Legal notice has been updated.
Section 5.9
46 15-03-20 New section about Screen capture client update process has been added.
Section 7.1
An important note has been removed.
Legal notice has been updated.
Section 5.1
Screenshot has been updated.
Section 5.4
New section for Call Analysis Report has been added.
Section 5.7.4
New section about WinPcap has been added.
47 15-06-20 Section 5.7.5
New section about NPcap has been added.
Section 5.7.7
New section about PBX User Management has been added.
Section 5.8.3
New section for ignore, pause & resume options has been added.
Section 6.3
Section has been removed because of repetition.
Section 5.1
Details about recording action in case of SIP Trunk default calls has been
added.
Screenshot has been added.
Section 5.2
An important note about online recording action has been added.
Section 5.3.1
Screenshots have been updated.
48 15-09-20 Criteria Matrix has been added.
Notes related to search criteria have been added.
List of Order by options has been added.
Note about recording interface column has been added.
Screenshot has been added.
Section 5.3.10
A note has been added about CDR of SIP Trunk calls.
Section 5.11
New section for modify display language has been added.

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 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Section 6.1
Details about silent monitoring in case of SIP Trunk default calls has been
added.
Screenshot has been added.
Section 6.2
Screenshot has been added.
Section 6.2.1
Call scored added in other criteria list.
Details about call scored criteria has been added.
Screenshots have been added.
Criteria Matrix has been added.
Notes related to search criteria have been added.
List of Order by options has been added.
Note about speech analytics has been added.
Note about scored option has been added.
Details about call options for Group Admin has been updated.
Legal notice has been updated.
Section 5
Information about Multi-tenancy has been updated.
Section 5.3.1
Screenshot has been updated.
Section 5.3.5
Screenshots have been updated.
Section 5.3.6
Screenshot has been updated.
Section 5.3.7
New section about Skip Silence has been added.
Section 5.3.8
Screenshots have been updated.
Section 5.3.17
Details about My searches section have been updated.
Screenshots have been updated.
49 15-03-21
Screenshots have been added.
Notes have been added.
Important note has been added.
Section 5.7.4
Section about WinpCap has been removed. Remaining sections have been
renamed.
Section 5.8.2
Screenshots have been updated.
Section 6.2.1
Screenshots have been updated.
Section 6.2.2
Details about My searches section have been updated.
Screenshots have been updated.
Screenshots have been added.
Notes have been added.
Important note has been added.
Release version has been updated in the title image and header of the
document.
Section 5
50 15-06-21
Screenshots have been updated.
Section 5.1
Screenshots have been updated.

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Edition Date Changes / Comments / Details

Section 5.3.1
Screenshots have been updated.
Section 5.3.2
Screenshots have been updated.
Section 5.3.3
Screenshots have been updated.
Section 5.3.4
Screenshot has been updated.
Section 5.3.5
Screenshots have been updated.
Section 5.3.6
Screenshots have been updated.
Section 5.3.8
New section has been added and remaining sections have been
renumbered.
Section 5.3.9
Screenshots have been updated.
Section 5.3.15
Screenshot has been updated.
An important note has been added.
Section 5.3.17
Screenshot has been updated.
Section 5.3.18
New screenshots have been added.
Screenshots have been updated.
Description about saved searches options has been updated.
A new note has been added.
Section 5.4
Screenshot has been updated.
Section 5.4.1.3
Screenshot has been updated.
Section 5.4.1.4
Screenshot has been updated.
Section 5.5
Screenshots have been updated.
Section 5.6
Section has been removed and remaining sections have been
renumbered.
Section 5.6.5
Section has been removed and remaining sections have been
renumbered.
Section 5.8
Screenshots have been updated.
Section 5.10
Screenshot has been updated.
Section 5.11
A new section has been added.
Section 6.1
Screenshots have been updated.
A note has been removed as VLC is no longer required.
Section 6.1.2
Screenshots have been updated.
Section 6.1.2
Screenshots has been updated.

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Edition Date Changes / Comments / Details

Section 6.2
Screenshots have been updated.
Section 6.2.1
Screenshots have been updated.
Section 6.2.2
New screenshots have been added.
Screenshots have been updated.
Description about saved searches options has been updated.
A new note has been added.
Section 7.1
Screenshots have been updated.
Section 5.1
Details about clustering in RWS environment have been added.
Screenshots have been added.
Section 5.3.1
An important note about Microsoft Report Viewer has been updated.
Description for speech analytics icons have been added.
Section 5.3.5
Screenshots have been updated.
Details about OmniPCX RECORD player have been updated.
Section 5.3.6
Screenshot has been updated.
Section 5.3.7
Screenshot has been updated.
51 15-09-2021 Section 5.3.8
Screenshot has been updated.
Section 5.3.9
Screenshots have been updated.
Section 5.3.12
Screenshot has been added.
Details about CDR File has been added.
Section 5.4.1.1
Details about agent reports have been added.
Section 6.2.1
Screenshot has been updated.
Description for speech analytics icons have been added.
Section 6.3
New section about Reports has been added.
Section 5.3.1
Details about Call Date & time has been updated.
Screenshot has been added.
52 15-12-2021
Section 6.2.1
Details about Call Date & time has been updated.
Screenshot has been added.
Legal notice has been updated.
Section 5.3.1
A note about native encrypted calls has been added.
List of other criteria has been updated.
Screenshots have been updated.
53 15-03-2022
Section 5.3.3
Screenshots have been updated.
Section 5.3.4
Icons have been updated.
Section 6.2.1

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Edition Date Changes / Comments / Details

A note about native encrypted calls has been added.
List of other criteria has been updated.
Screenshots have been updated.
Section 5.1
Screenshot has been updated.
Section 5.3.1
List of other criteria has been updated.
A note has been added about transcribed calls.
A note about search call results has been added.
Screenshots have been updated.
Section 5.3.2
New section about secure/unsecure calls has been added and remaining
sections have been renumbered.
Section 5.3.3
New section about call transcripts has been added and remaining sections
have been renumbered.
54 15-06-2022 Section 5.3.20
Screenshots have been updated.
Section 5.12
New section about dark mode has been added.
Section 6.2.1
List of other criteria has been updated.
A note about search call results has been added.
A note has been added about transcribed calls.
Screenshots have been updated.
Section 6.2.2
New section has been added and remaining sections have been
renumbered.
Section 6.2.3
Screenshots have been updated.
Section 5.3.1
List of other criteria has been updated.
A note about Recording Parties criteria has been added.
Section 5.3.20
55 15-12-2022
Section about party one and party two has been added.
Section 6.2.1
List of other criteria has been updated.
A note about Recording Parties criteria has been added.
Legal notice has been updated.
Section 5.3.7
An important note about play archived calls has been added.
56 31-03-2023 Section 5.3.15
A warning about downloading archived calls has been updated.
Section 5.13
Section about single sign on feature has been added.
Section 5.14
57 15-06-2023
New section about two factor authentication has been added.
Section 5.3.19
58 15-09-2023 Section about verify signature has been added. Remaining sections have
been renumbered.
Section 5.3.1
A note about number of days field has been added.
59 15-12-2023
A note about number of minutes field has been added.
Section 5.3.7

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Edition Date Changes / Comments / Details

Information about verify signature option in OmniPCX RECORD player has
been added.
Screenshots have been updated.
Section 5.3.8
Screenshot about player control has been updated.
Section 5.3.14
A note about bubble id has been added.
Section 5.3.21
Details about party one and party two call options have been updated.
Screenshot has been added.
Section 5.6.4
Details about installation of Npcap have been updated.
Screenshots have been updated.
Note about system restart has been added.
Important note about installation/upgrade of OmniPCX RECORD has been
added.
Section 5.15
Section about Live chat via Rainbow has been added.
Section 6.1.4
Section about Live chat has been added.
Section 6.2.1
A note about number of days field has been added.
A note about number of minutes field has been added.
Legal notice has been updated.
Section 5.3.22
A note has been added about search criteria that require manual input of
data.
Section 5.3.23
Section about help section in search calls has been added.
Section 5.6.2
Details about updating screen capture resolution have been added.
Screenshots have been added.
Notes about screen capture agent utility have been added.
Section 5.6.5
An important note about utility has been added.
Name of the utility has been updated from PBX Users Synchro Utility to
60 15-03-2024 PBXApiServiceForOxrInstaller.
Details about inserting OXE CPU IDs have been added.
Section 5.16
Section about restricted active sessions has been added.
Section 6.2.3
A note has been added about search criteria that require manual input of
data.
Section 6.2.4
Section about help section in search calls has been added.
Section 6.4
Section about workforce optimization have been added.
Section 7
Section about using OmniPCX RECORD for multi-groups admin has been
added. Remaining sections have been renumbered.
Section 5
Screenshots have been updated.
61 30-06-2024
Section 5.3.1
A note about play all and play selected call options has been added.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 15/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Edition Date Changes / Comments / Details

Section 5.3.7
A note about speed increase feature.
Section 5.3.22
Section about Add Call to Playlist option has been added.
Section 5.3.23
Section about share call with teammates option has been added.
Section 5.3.26
Section about calls playlist has been added.
Section 5.4
Section about shared calls have been added.
Section 5.7.2
Details about custom display resolution has been added.
Screenshots have been updated.
Section 5.7.2
62 30-09-2024 Details about preferred display resolution has been added.
Screenshots have been updated.
Section 5.7.2
Note about authorised supervisor has been added.
63 15-12-2024
Section 5.13
An important note about dark mode has been added.

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

2 Scope
2.1 Purpose of this guide
The purpose of this guide is to act as both a tutor and reference manual for the users of the
OmniPCX RECORD application.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 17/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

3 Glossary of Terms

CDR  Call’s Detailed Report

OXE  OmniPCX Enterprise (PBX)

ROD  Recording on Demand

SMTP  Simple Mail Transfer Protocol

RWS  Recorder Warm Standby

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

4 Introduction
4.1 The Product
Voice recording has always been a sophisticated and expensive application, until
now. OmniPCX RECORD for enterprise companies is the first voice recording
application from Alcatel-Lucent. The software is supplied as a full Windows based
application and has been designed specifically for use interoperating with Alcatel-
Lucent’s OXE platforms.

There are a range of additional modules. Please check Feature List document for
more details.

Whilst providing the features and functions of a high-end voice recorder, the
application also accommodates the small to medium sized enterprises because it is
so competitively priced. It’s as good at 20 seats as it is at 400.

After installing the application, the administrator will have to set up users. These
are the extensions or agents whose calls you want to record. Each of these
extensions consumes one user license. If the extension is not configured in the
system, then these extensions will not be recorded and are outside of the OmniPCX
RECORD application.

This manual is for OmniPCX RECORD release #2.x

4.2 Intended Readership

This manual targets users of the application: OmniPCX RECORD 2.x. All types of
users, including Group Admin users and Agents can use this guide. This guide is not
relevant to the Administrator.

4.3 Applicability Statement

This manual applies to the use of: OmniPCX RECORD 2.x.

4.4 Overview of this manual

The manual includes a table of Contents with hyperlinks to the relevant sections.
This enables you to jump to the section of your choice.

Screenshots are only provided for the relevant sections and may only show sections
of the screen relevant to the topic.

4.5 Customer Support

For product support, please contact your system administrator or Alcatel-Lucent
Business Partner

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 OmniPCX RECORD R2.5 – User Manual

5 Using OmniPCX RECORD (Agent)

To use this application, the Administrator will need to provide you with web address
that will allow you to access the user interface. The address provided will look
similar to the one shown below:

http://<Server Address>/OmniPCXRecord/default.aspx

Open your web browser and key the address you have been given.

A feature “Multi-Tenancy” is available in OmniPCX RECORD. Please see Feature List

document for further details. The options on the login screen will depend on the
multi-tenancy license. The following login screen will appear in case the site
doesn’t have multi-tenancy license.

SCREENSHOT - Login screen

It will be same as it was in the past but with a slight difference. Now, a link will be
available to access the Server Administration interface.

The relevant portion of this screen is magnified. This is the login section. You will
have to key in your Username and Password that will have been provided to you by
your Administrator.

On this screen, you will have to key in a Site Administrator’s Username and
Password. By default, they are:

Username - admin

Password - admin

After keying in your credentials, click the Login button.

However, if a server has a valid multi-tenancy license then the following login
screen will appear:

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 OmniPCX RECORD R2.5 – User Manual

Every site will have a specific site code that will distinguish it’s users from other
sites under a tenant.

On this screen, you will have to key in a site code, Site Administrator’s Username
and Password. By default, they are:

Site Code - 010001

Username - admin

Password - admin

Note: Please note that the site code for the default site will always be 010001
whether a server has a multi tenancy license or not.

Note: Please note that the organization name is only available on server
administration login screen.

After keying in site code, username and password, click the Login button.

Note: The option to select the Authentication Type will only be available if it is
configured on the server machine by the server administrator.

When logging in for the first time or after your account expiration period (Set By
your administrator) you will be shown the following or similar screen:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 21/191
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 OmniPCX RECORD R2.5 – User Manual

Provide your existing password followed by your new password, then Click Update.

o Passwords cannot contain your username

o Passwords must be at least 7 characters in length

o Passwords must contain both numeric & Alpha numeric Characters

o Passwords cannot contain more than two consecutive identical

characters.

For example, if the password was set to ‘Processs123’ then it would not
be allowed as it contains more than two ‘s’ characters

o Several prohibited words cannot be used as the Agents password. If you

choose any of these words, you a message will appear and the password
will not be allowed.

You MUST change your password within three attempts when you try to login for the
first time or else your account will be locked. If you click Cancel button then the
system will show display the following messages:

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 OmniPCX RECORD R2.5 – User Manual

Click OK button to go back to the login screen. If you click Cancel button again then
the following message will be displayed:

Click OK button to go back to the login screen. If you click Cancel button again then
the following message will be displayed:

Click OK button to go back to the login screen. If you click Cancel button again then
the following message will be displayed:

Now, the account can only be activated by a system administrator.

However, if your password does not require a change, when you login, you will be
presented with the following screen:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT - Default screen – My Calls - Search page

This is the OmniPCX RECORD user interface. To the left of the screen you have
several options available to you. The image below provides a full view of the left
panel:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Complete list of links

Note: Your available menu options will depend on the account type that you have
been given by the administrator. Therefore, if you do not have access to the correct
features, you should contact you administrator.

5.1 Recording Action

When making or receiving a call, you have the option to record the call in full or
only a specific part of the conversation. To do so, click on the recording action link
and it displays the following screen. You can get this display, only when a call is in
progress, otherwise it will display the message:

Important! With the inclusion of ISDN Trunk, SIPREC and SIP Trunk recording, the
options availability will depend if you are running an extension side, SIPREC or trunk
side or all in a hybrid model. By default, the system will display extension calls.
Please note that attendant and SIP calls will also be displayed under extension calls.

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Extension-Side Recording Action

In case of SIP Trunk Default calls following screen is displayed to agent for
Recording Action:

SCREENSHOT – SIP Trunk Side Recording Action

If clustering is enabled in Recorder Warm Standby (RWS) environment then following

screen is displayed:

SCREENSHOT –Recording Action in Clustering enabled RWS environment

Extensions represent combined recording server for IP, TDM and IP attendant
extensions.

SIP represents SIP recording extensions, SIP Trunk represents SIP Trunk extensions
and SIPREC represents SIPREC extensions.

The current status of recording server is represented with the help of LED light
displayed next to them as highlighted below:

• Stopped
• Active

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Current Recording Server Status

SCREENSHOT – Current Recording Server Status

SCREENSHOT –Primary Recording Server Failed

In the above screenshot, agent is notified that their current recording server has
failed. As soon as the server switchover is complete, the font of recording server
name becomes bold and clickable representing that secondary server has become
active.

SCREENSHOT – Secondary Recording Server is Active

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 OmniPCX RECORD R2.5 – User Manual

When the agent clicks on the name of recording server, a pop-up window will be
displayed for confirmation as shown below:

SCREENSHOT – Pop up confirming Recorder Switchover

On clicking OK, agent will be redirected to the secondary recording server that is active
server as shown below:

SCREENSHOT –Primary Recording Server Failed

Once a user is redirected to active recording server, it cannot switch back to previous
server until the current server fails. This ensures smooth transition of servers.

Note: If server failover happens during an ongoing call then the recording status of that
call will depend on the scenario of failover. Please see section titled as Supplement –
Recorder Warm Standby in Feature list to read about switchover scenarios and what will
be the impact of those scenarios on ongoing call recording.
IP address of the active recording server is also updated in the address bar of the browser
as highlighted below:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Primary Recording Server

Screenshot – Secondary Recording Server

Note: Recorders with permanent licenses and recorders functioning in trial mode
will only be displayed for switchover.

Important! This screen refreshes after every 5 seconds.

Important! This screen will appear only if the user has enable recording action
permission.

Important! The option Switch to will only be available if the recording is running in
a hybrid model i.e. it is recording extensions, trunks or SIPREC calls at the same
time.

Important! Recording On Demand (ROD) option for trunk side and SIPREC recording
is available for default site ONLY. In addition, they do not support video and online
recording actions.

Pin/Unpin Actions

On this screen, icon refers to the options pinned on the screen. Depending on
the number of options available, you would be able to either pin/unpin all actions
or selected actions under a category.

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 OmniPCX RECORD R2.5 – User Manual

Example-1:

- To unpin the actions under ROD Actions, click on icon and select All actions.

The above screen will appear as follows:

Example-2:

- To unpin actions under Pause Actions section, click on and you can either
select one of the available actions such as Audio & Video, Audio or Video OR you can
click on each of them to unpin all the actions.

If you unpin all the actions then the screen will appear as follows:

Similarly, if you want to pin the actions again then click on and click on All
actions or selected actions to be pinned on the screen.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 30/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Menu Options:

The screen displays only icons under each section. You can click the icon to perform
the required functionality or you can also select that option by clicking on the
option that will display a menu of the available options under each section. Menu
options are also useful in case all the actions are unpinned by the user.

Extension Side Recording Action

o Update Custom Fields

o Device
o Called

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

o ROD Actions
o Pause Actions (Including Audio & Video Actions)
o Online Recording Actions

Below, you can see an explanation for each option:

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 OmniPCX RECORD R2.5 – User Manual

Update Custom Fields:

SCREENSHOT – Update Custom Fields

This option will display a window with available custom fields for search:

It allows the custom fields to be updated for the current active call and the values
will be displayed on the search screen.

Device:

SCREENSHOT – Device

This indicates that the call has been answered on Device #2005. The arrow refers to
the direction of the call

Called:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Called

This indicates that this call was originated from EXT 3506 to EXT 3003.

Note: The ‘To’ field contains the OXE translated ‘Called Number’. Please refer to
the relevant OXE programming guide for more detail on number translation.”

ROD Actions:

SCREENSHOT – ROD Actions

Here ROD refers to Record On Demand. The difference between the 2 options is as
follows:

o The first option records the entire call, even if you click on it during the call,
the call will be recorded from the very beginning

o The second icon records the conversation from the point at which you clicked
it.

o The third option is ignore call, it will not record the call at all.

Important: Ignore call option will work even if ROD is not enabled on an extension.

Pause Actions:

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 OmniPCX RECORD R2.5 – User Manual
SCREENSHOT – Pause Actions

The options in this section will only be available in the following scenarios:

- ROD is disabled.

- If ROD is enabled then one of the ROD options (Record From Now/Record
Entire Call) is selected from ROD Actions section.

- The agent has permission for pause actions.

A&V

If you click on this option then it will pause both audio & video recording
temporarily and then automatically recommence after a predetermined time period
defined by the application administrator. The time period can be seen by moving
your mouse over the pause button as shown above.

If you click on this icon then it will pause both audio & video recording
indefinitely.

Click this option to recommence audio & video recording.

Audio:

If you click on this option then it will pause audio recording temporarily and
then automatically recommence after a predetermined time period defined by the
application administrator. The time period can be seen by moving your mouse over
the pause button as shown above.

If you click on this icon then it will pause both audio recording indefinitely.

Click this option to recommence audio recording.

Video:

If you click on this option then it will pause video recording temporarily and
then automatically recommence after a predetermined time period defined by the
application administrator. The time period can be seen by moving your mouse over
the pause button as shown above.

If you click on this icon then it will pause video recording indefinitely.

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 OmniPCX RECORD R2.5 – User Manual

Click this option to recommence video recording.

Online Recording Action:

SCREENSHOT – Video Action

The Online Recording Action has been provided as in some geographical locations it
is only legal to record specific sides of a call. The Online Recording Action provides
three options and these are as follows:

o Record Both Parties - if this option is instigated during a call, OmniPCX

RECORD will record both call parties.

o Record Local Party – if this option is instigated during a call, OmniPCX

RECORD will only record the Agents side of the call and the External party
will be omitted.

IMPORTANT: This option is applicable and available to IPDR, SIP and IP

Attendant calls only.

o Record External Party – if this option is instigated during a call, OmniPCX

RECORD will only record the External side of the call and the Agent party
will be omitted.

IMPORTANT: This option is applicable and available to IPDR, SIP and IP

Attendant calls only.

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Note: The available options can be located by placing the mouse over the three
buttons displayed in the image above.

Note: The Online Recording Actions are only available when Record On Demand is
disabled.

Important! If the selected call is matched by a system filter, the call is NOT
displayed on the ‘Recording Actions’ Screen

Important! Online recording action will not work in a case where Default recording
action is set as ignore or Default recording direction does not match with current
call direction and ROD is also not enabled on extension level. In such a scenario,
Default recording action will be applied on the call as soon as it is answered.

Trunk Side Recording Action

On this screen you can filter the calls according to it’s packetizer IP and channel
number. The filter options are as follows:

- Starts with
- Ends with
- Contains
- is exactly

Call related information will be displayed as follows:

o Update Custom Fields

o Packetizer IP
o Channel
o Called

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

o ROD Action
o Pause Action

Below, you can see an explanation for each option:

Update Custom Fields:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Update Custom Fields

This option will display a window with available custom fields for search:

It allows the custom fields to be updated for the current active call and the values
will be displayed on the search screen.

Packetizer IP:

SCREENSHOT – Packetizer IP

This indicates that the call has been answered on Packetizer IP 172.20.3.87. The
arrow refers to the direction of the call

Channel:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – Channel

This indicates the this call is using channel #2 on the packetizer.

Called:

SCREENSHOT – Called by

This indicates that this call was originated from 0208432994 to EXT 3006.

Note: The ‘To’ field contains the OXE translated ‘Called Number’. Please refer to
the relevant OXE programming guide for more detail on number translation.”

ROD Actions:

SCREENSHOT – ROD Action

Here ROD refers to Record On Demand. The difference between the 2 options is as
follows:

o The first option records the entire call, even if you click on it during the call,
the call will be recorded from the very beginning

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 38/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

o The second icon records the conversation from the point at which you clicked
it.

o The third option is ignore call, it will not record the call at all.

Pause Actions:

SCREENSHOT – Pause Action

Audio:

If you click on this option then it will pause audio recording temporarily and
then automatically recommence after a predetermined time period defined by the
application administrator. The time period can be seen by moving your mouse over
the pause button as shown above.

If you click on this icon then it will pause both audio recording indefinitely.

Click this option to recommence audio recording.

5.2 Group Admin - Recording Action Override

In addition to the standard Recording Action outlined above, Group Admin users also
have the ability to instigate or override the recording action for members that
belong to their team.

To do so, click on the Recording Action link while a team member has an active call
and a screen similar to the one below will be displayed:

SCREENSHOT – Override Recording Action

Important! This screen refreshes after every 5 seconds.

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 OmniPCX RECORD R2.5 – User Manual

In the example screenshot above the Group Admin user can see an active call. Even
though the call does not belong to the Group Admin user, he/she can instigate or
override the recording action for the call by using the standard controls that were
mentioned previously.

o Instigate Recording on Agents behalf

Using the ROD/ Pause & Online recording actions, the Group Admin user can
instigate recording on the Agents behalf

o Override Agents Recording Action

If the Agent chooses a recording action, the recording options will change
accordingly. Now, using the ROD/ Pause & Online recording actions, the
Group Admin user can override the Agents chosen recording method.

Override Example: If the Agent selects to record the ‘Entire Call’ the
Group Admin user can override this action at any time and may choose to
only record the call from this point onwards

Note: Please note that if both the supervisor and the agent are using the update
custom fields option then the values in the custom fields will be updated by the user
who pressed the update button in the last.

5.3 My Calls

5.3.1 Search for Calls

Note: When using the ‘My Calls’ search option, you will only be able to review calls
that were recorded on extensions that have been assigned to you. If you cannot
access calls that you require, please contact your administrator.

Over time you may have thousands of saved and archived recordings. But there will
be times when you will have to refer to a specific call. Here we show you how to
retrieve a single call. Using the many filters available, you will be able to find the
call that you are looking for.

When you login, this is the default page that opens. You can also access this page
at any point in time by clicking on the link – My Calls –at the top of the menus.
When you do so, the following page opens:

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 OmniPCX RECORD R2.5 – User Manual
SCREENSHOT – Search for calls

Here you have various filters that can be used to narrow down your search results.
These filtering options are as follows:

Call Date and Time:

To ease your task of specifying date and time in this field, some pre-sets are given
in this dropdown box. They are:

o Occurring Today
o Occurring Yesterday
o Occurring in past 1 Hour
o Occurring in past 4 Hours
o Occurring in past 7 Days
o Occurring in past 30 Days
o Occurring in past N Days
o Occurring in past N minutes
o User Specified

If you select any of the first 6 in the list, there will not be any change in the screen
format. But if you select: Occurring in past N Days, then one more field is added
as shown below, for you to specify the value of “N”.

SCREENSHOT – Field qualifier for N days

Note: 9999 is the maximum value acceptable in Number of Days field.

If you select: Occurring in past N Minutes, then one more field is added as given
below, for you to specify the value for the number of minutes.

SCREENSHOT – FIELD QUALIFIER FOR N MINUTES

Note: 999999 is the maximum value acceptable in Number of Minutes field.

If you select the last item: User Specified, then the screen will also change as given
below, to accommodate your detailed specifications:

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SCREENSHOT – Field qualifier – user specifications

In this portion, you can specify from and to dates. For this purpose, you can use the
icon next to the entry box, which displays the calendar, or use the three
dropdown cells below to specify the date.

Speech Analytics:

This field will show you the speech analytics options in a dropdown list as follows:

o Silence
o Conversation with low voice
o Standard conversation
o Louder conversation

Please note that only those options will be available that are enabled on the speech
analytics page. Only one option from the dropdown list can be selected.

Other Criteria:

In this field, you have the following options:

o Archived Calls
o Call Direction
o Call Status
o Called By
o Called To
o Correlator ID
o Custom Fields
o Call Type
o Device
o Device Hang-up
o Duration
o Flag
o Global Call ID
o Notes
o Native Encrypted Calls
o Party Name
o Primary Node IP
o ProACD
o Recording Interface

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o Recording Parties
o Recording Rule
o Secondary Node IP
o Server ID
o Server Role
o Video Calls
o Trunk Group
o Transcribed Calls
o Channel

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

Note: Custom fields will only be visible if 1 or more are enabled.

The way you use this facility is slightly different from others previously mentioned.
You can select either none, or one or more criteria. The method of using this is as
follows:

1. Select the preferred criterion from the dropdown box

2. The button: displays at right.

3. Click the Add button.

4. An entry box pertaining to the criterion for which you had clicked Add is
displayed below

5. You can also add more than one criterion. The screenshot below shows an
example of multiple criterion that have been applied to the search

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SCREENSHOT – Other criteria qualifiers

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Note: Trunk Group and Channel are now available in other search criteria. These
options provides the facility to the user to search the calls according to a specific
trunk group and channel.

Note: A search criteria option ‘SIP Trunk’ is available under Recording Interface that
will return a list of all the DiDs created on SIP Trunk page and it will fetch the list of
calls where selected DiD exists in either Called By or Called To column. Also,
Recording Rules criteria is also available but it will only be visible if there are
system or user level filters created in the system.

Note: A search option Range is available in Call Duration search criteria. This
option provides the facility to the user to search the calls for a given range in
minutes i.e. calls with a duration between 30 to 45 minutes.

Note: A option Range is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. For e.g. 3005,2145,5320 OR
2000 – 2150.

6. When you add a criterion, that criterion is removed from the dropdown box list
against Other Criteria.

7. At the right of each added entry box, you will find an “X”. When you click on
it, that entry box is removed, and the criterion to which it belongs, is added
back to the list against Other Criteria.

8. When you add a new criterion, (if required) you must provide details in the
adjacent box provided.

Criteria Matrix

Following is a list of generic criteria that are available for call search fields.

Criteria Description Applies to

Show Displays in the search Archived calls, video calls, device

results. hangup and no associated agents.

Hide Hides in the search results. Archived calls, video calls, device
hangup and no associated agents.

Starts with Search a field that starts Alphanumeric and numeric search
with a user defined value. fields.

Ends with Search a field that ends Alphanumeric and numeric search
with a user defined value. fields.

Contains Search a field that contains Alphanumeric and numeric search

a user defined value. fields.

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Criteria Description Applies to

Is exactly Search a field that exactly Alphanumeric and numeric search

matches with a user fields.
defined value.

Not starts with Search a field that does not Alphanumeric and numeric search
start with a user defined fields.
value.

Not ends with Search a field that does not Alphanumeric and numeric search
end with a user defined fields.
value.

Not contains Search a field that does not Alphanumeric and numeric search
contain a user defined fields.
value.

Not exactly Search a field that is not an Alphanumeric and numeric search
exact match with a user fields.
defined value.

Inbound Search records where call Call direction search field only.
direction is inbound.

Outbound Search records where call Call direction search field only.
direction is outbound.

Less than Search records where call Call duration search field only.
duration is less than the
user defined value.

Equal to Search records where call Call duration search field only.
duration is equal to the
user defined value.

Greater than Search records where call Call duration search field only.
duration is greater than the
user defined value.

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Criteria Description Applies to

Range Search records where call For call duration, the value is in
duration is in a range minutes.
defined by the user.
For device, the value is a range of
device numbers.

Internal Search records where call Call type search field only.
type is internal.

External Search records where call Call type search field only.
type is external.

Note: Search criteria option ‘Virtual Device’ is available under Recording

Interface.

Note: Trunk Group and Channel are now available in other search criteria. These
options provides the facility to the user to search the calls according to a specific
trunk group and channel.

Note: Search criteria option ‘SIP Trunk’ is available under Recording Interface that
will return a list of all the DiDs created on SIP Trunk page and it will fetch the list
of calls where selected DiD exists in either Called By or Called To column. Also,
Recording Rules criteria is also available but it will only be visible if there are
system or user level filters created in the system.

Note: Search criteria Range is available in Duration search criteria. This option
provides the facility to the user to search the calls for a given range in minutes
i.e. calls with a duration between 30 to 45 minutes.

Note: Range option is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. E.g. 3005,2145,5320 OR
2000 – 2150.

Note: Search criteria option ‘Trunk’ is available under Recording Interface to

search trunk calls. Please note that this option will work only with calls recorded
using OmniPCX RECORD Trunk Recorder release 2.3.0.24 onwards.

Note: The caption of criteria option “Screen Capture Calls” has been replaced
with caption “Video Calls” as the system records both screen capture calls and SIP
video calls.

Note: Recording Interface is available in other search criteria. This option provides
the facility to the user to search the calls according to it’s recording interface i.e.
IPDR, DR-Link, IP Attendant or SIP calls. Please note that this option will work only
with calls recorded using OmniPCX RECORD release 2.3.0.23 onwards.

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Note: Party name displays name of the person who called a particular agent. In
case of an internal call, name of calling agent is displayed in this field but in case
of an external call, this field is populated by a name provided by OXE.

Note: “ProACD” represents the calls recorded on the device that was used by a
CCD Agent.

Note: System Level Filters and User Level Filters are both available in recording
rules criteria.

Note: SIPREC is available under Device search criteria.

Note: Call scored criteria can search calls that are Scored or Unscored.

Note: Native encrypted calls criteria can search calls that were recorded using OXE
native encryption.

Note: Transcribed calls criteria can search calls that are transcribed or not
transcribed by Amazon Transcribe. Calls with unable to transcribe status will be
displayed when Show option is selected.

Note: Recording Parties criteria can search calls that are recorded with multiple
files for each recording party. You can choose to hide or display these specific calls
using this Other Criteria.

Order By:

The ‘Order by’ option allows you to order the recordings that are returned by your
search criteria. There are several options for sorting the recordings and these are as
followings:

o Call Date
o Device
o Global Call ID
o Called by
o Called to

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

o Call Duration
o Agent Name
o Server
o Correlator ID
o Server ID
o Channel
o Call Scored (if QM is enabled)
o Board
o Trunk Group
o Equipment
o Recording Filter
o ProACD
o Party Name

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Additionally, the recordings can also be sorted as follows:

o Descending
o Ascending

Results per page:

Default value is: 10. Available choices: 10, 20, 30, 40, 50.

Using this value, the application only fetches the number of records per page from
the database while the user navigates from one result page to another.

Show:

This values should be manually keyed in. The Default is 100% which means all
records. However, if there is requirement to limit the number of records for a
search criteria then this option can be used. For e.g. if there are 10 calls and this
parameter is set to 50% then the system will display 5 calls.

Note: Please note that the value in Order By options affects the records as by
default it is set to ‘Descending’ so the system will display first 5 records. If the
order is changed to ‘Ascending’ then the system will display the last 5 records.

Once you have input all the details explained above, you can check how many
entries will be returned for these parameters. This is called the “count”. To do so,
click on the button: Count Results at the bottom of the page. Immediately, to the
right of that button, the total number of entries to be returned will be displayed as
shown below:

Select Columns:

Choose the information that you would like to display as part of every result row. To
do this, select the required field from the ‘Available’ list box on the left and move
the field to the ‘Assigned’ list box on the right by using the arrow buttons. All fields
placed in the ‘Assigned’ list box will be displayed for every result row that is
returned by the search criteria.

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Note: Speech Analytics is available in the list under Available column. This will
display speech characteristics against each call in the grid as follows:

Speech characteristics in a call are symbolized by the following icons:

Represents silence

Represents conversation in low voice

Represents standard conversation

Represents louder conversation

Note: Recording Filter is available in the list under Available column. This will
display a rule name for which a call is recorded as follows:

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Note: With the introduction Trunk Group identification implementation, Board,

Trunk Group and Equipment fields will be in the list under Available column.

Note: With the introduction of ISDN Trunk Recording functionality, a field

“Channel” will be in the list under Available column. The information under this
field is only relevant for calls recorded with Trunk Recorder.

Note: If you have no custom fields available and need to be able to search on them,
you will first need to make your custom fields searchable. To do this, review the
section of this document labelled: Custom Search Fields.

Note: Recording Interface in Available Column provides information about recording

interface of a particular extension. This option also enables group admin to view
recorded calls for extensions that might have same extension number but different
recording interface.

To view the actual results, click the Search button. Below is a sample view of the
search results:

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SCREENSHOT – List of Recorded Calls

Note: The number of calls displayed in search results will not be updated
automatically. User has to apply search criteria from Search Calls page in order to
update the call records.

Note: Search results can be grouped based on the following options:

1- Global Call ID

2- Correlator ID

3- Channel

4- None

To use this option, click on icon and a menu will be displayed as follows:

Once you select any option (Globald Call ID, Correlator ID or Channel) from this
menu, the related records will be displayed in a grid under the parent record.

Although, these child record will have the same format as the parent record but
there are certain options that will not work. These options are as follows:

- Play All

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- Play Selected

- Download Selected Files

- Email File

The above options will work with parent records ONLY.

Note: Play All and Play Selected are not enabled when a same set of calls are
selected but they are enabled for a same set of call - when one is audio and other is
video.

To close a child grid, click on parent icon and select None as displayed below:

Note: The listed recordings can be re-sorted in Ascending or Descending order by

clicking on the column header.

Note: Please note that the columns in the search result grid will adjust themselves
automatically according to the available space and number of selected columns.
Also the width of the columns in the search grid can be adjusted manually by
placing the mouse pointer at the start of a column, press & hold the mouse button
and drag right or left to adjust the width of the column. The column adjustments
will be saved in the cookies for the current session and will be reset once the
session is closed.

Note: Previously, a question mark ? icon was displayed for both internal and
external SIP not on DR-Link calls. Now, all SIP not on DR-Link calls will have the
same icons as they are being displayed for IPDR and DR-Link calls.

View Report:

IMPORTANT!! This option, which can be seen in the Image above, requires Microsoft
Report Viewer to be installed on the OmniPCX RECORD server. From OmniPCX RECORD
Release 2.5.0.2 onwards, Microsoft Report Viewer 2015 is required for reports so any
previous versions of Microsoft Report Viewer MUST be upgraded. For details about
installation or upgrading to Microsoft Report Viewer 2015, please see installation or
upgrade guide. If you are having trouble viewing the reports, please contact your
Administrator.

Call Details:

When a call is listed, it is presented with several details. These can be modified if
required. However, the following explains the default information that is displayed.
(See Below)

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SCREENSHOT – CALL DETAILS

5.3.2 Secure/Unsecure Call

The second column for each entry refers to native encryption. There are 2 icon types that
will be displayed in this column, and these are as follows:

Icon: - Secure Call – This call is recorded by using OXE native encryption.
Icon: - Unsecure Call – This call is not recorded by using OXE native encryption.

5.3.3 Call Transcripts

The third column for each entry refers to transcript of recorded calls. There are 3 icon
types that will be displayed in this column, and these are as follows:

Icon: -View Transcription - Call Transcript is available for this call

Icon: - File Not Transcribed Yet – Call transcript is not available for this call.

Icon: - Unable to Transcribe – Amazon transcribe was not able to transcribe this call
for any possible reason e.g. complete silence in call, internet disconnection etc.

If you click on the icon then the call transcript is displayed as follow:

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Note: If conversation in a recorded call is carried out in a language that is not supported
by Amazon Transcribe then the transcript of that call will carry following information:

5.3.4 Notes

The third column for each entry refers to notes. For each recorded call you have
the facility to add your own notes to the call. There are 2 icon types that will be
displayed in this column, and these are as follows:

Icon: - No notes are present for this call

Icon: - Notes are present for this call

SCREENSHOT – NOTES MENU

To add notes click on: Add Notes. This opens the following box.

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SCREENSHOT – BOX FOR ADDING NEW NOTES

Into this box, enter the required notes as shown above, then click Save

Once you have added a note to a call, you can view the notes, using the View Notes
option. When you click it, you will notice some additional details were included,
namely:

o Date of entry
o Time of entry and the
o Name of the person who had created the entry.

SCREENSHOT – VIEWING NEWLY ADDED NOTES

Email Notes: Using this menu item you can email the notes of the selected call.
When you click on it, you will be asked to enter the destination email address. See
below:

SCREENSHOT – SENDING NOTES THROUGH EMAIL

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Once you have supplied a destination email address, click on Send. The text of this
call will automatically be attached to the email and sent.

Download Notes: This provision is for you to download the text of those notes and
save them to your local disk drive in text format.

When you click on this link, the download screen will appear shown below

SCREENSHOT – DOWNLOADING NOTES ADDED EARLIER

5.3.5 Flags

It is possible to assign single or multiple call flags to a call in search result grid for
future reference. To do this, click the Flag icon (see below) and choose the
appropriate flag.

The selected flag will appear in the grid.

If you want to assign more than one flag to a call then click on the Flag icon again
and choose appropriate flag.

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Repeat the above step to add more flags.

Note: Please note that only one flag can be added at a time. Also, same flag cannot
be added again.

5.3.6 Call Options

To the left of each entry will be an icon, which you can click to show more options
in a pop-up window. The options available are explained below:

SCREENSHOT – Recorded Call options

5.3.7 Play

This performs differently with different types of media, signified by the icons. To
activate this, you can select Play. When it plays, you get the following display,
depending upon the type of file and medium:

IMPORTANT!! Archived calls cannot be played if Play Archived Calls option is

disabled by a server administrator under Archiving Configuration in Storage Settings.
Please contact your server administrator.

Icon: - This indicates an audio file. When you click Play for this entry, you get
the following display and can hear the recorded audio conversation.

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SCREENSHOT – Playing recorded call

Note: Call playback speed feature (8x,4x 2x) on the OmniPCX RECORD Player only
work once the call is played.

Note: From OmniPCX RECORD Release 2.5.0.2 call graphs are generated by using
client-side resources instead of server. A user can request an improved call detail
graph by clicking on icon that is available at the top left corner of the OmniPCX
RECORD player as highlighted below:

Screenshot – Playing recorded call

IMPORTANT!! Call playback will pause after you have pressed the icon and
OmniPCX RECORD player will become unresponsive during the call graph
generation. Call Playback will start once call graph is generated. Call playback will
re-commence from the same point when the icon was pressed.

Call Information can be hidden by either clicking on icon in the top right

corner of OmniPCX RECORD Player or by clicking on icon as highlighted below:

Screenshot – Playing recorded call with call information displayed

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 OmniPCX RECORD R2.5 – User Manual

Hidden call information can be re-displayed by clicking on the same icons.

Screenshot – Playing recorded call with call information hidden

A user can increase the size of the OmniPCX RECORD Player in vertical direction by
clicking and dragging icon that is available at the bottom of the player as
highlighted below:

Screenshot – Vertically increasing the size of OmniPCX RECORD Players

An icon and corresponding message is displayed in OmniPCX RECORD Player that

informs the user about the integrity of recorded call file as shown below:

Screenshot – OmniPCX RECORD Player

Above highlighted icon is displayed if the digital signature has been verified. If the
signature is invalid or cannot be verified for any reason then following icon is
displayed in OmniPCX RECORD Player:

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Screenshot – OmniPCX RECORD Player

Note: Message displayed for Invalid signature icon is translated in French language only.

Icon: - This icon represents a screen capture file. When you play it, the player
will display screen capture as shown below, and you will also be able to hear the
recorded call:

SCREENSHOT – Playing Video Call

If you find this display too small, you can double click on the video area, and you
get a full screen display as shown below:

SCREENSHOT – Playing Video Call – Full screen

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Note: To capture screen activities, you will need to install the Screen Capture Agent
Utility, which is included in the download section of the application. See the
Download section of this document for more information on the Screen Capture
Client.

Note: If your selected call was placed on hold during recording, the screen capture
playback will appear blank during this period.

Note: To playback video files from a PC, you will also need to install XVID, which is
included in the download section of the application. A download link for the XVid
component can be found in the download section of the OmniPCX RECORD Portal

5.3.8 Player Controls

Icon: - This indicates that the file is encrypted

Icon: - This indicates that the file is both encrypted and archived

Icon: - This indicates that the file is non-encrypted and archived

Icon: - This indicates that video call file is encrypted

Note: Calls that have been archived (both Encrypted or Non-encrypted) can be
played without the need to restore them first. However, this feature must first be
enable from the Storage Settings Configuration Page. For information on enabling
this feature please see ‘Storage Settings’ or refer to your system administrator.

During playback, a user can also check how many times a call was put on hold and
when it was retrieved. To check this information, please click on the Notes icon
and it will display the information as follows:

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5.3.9 Skip Silence

Silence in a call can be skipped during playback. This feature enahnces audio and
video playback experience for users by skipping part(s) of recorded calls where no
audible conversation took place. Based on your provided configurations, OmniPCX
RECORD player will analyze the recorded call, will identify the silence part(s) and
skip that part(s) by fast forwarding.

Note: In case of video calls, video during the audio silence part will also be skipped.

To skip silence during call playback, click on button displayed at the bottom
right corner of OmniPCX RECORD player and a dialog box will be displayed as
follows:

Skip Silence: Click on this checkbox if you want to playback a recorded call by
skipping silence part(s) of recorded call. By default, this option will be disabled.
Enabling this option will also enable the following options:

Silence Level: Use this slider to determine the frequency of sound that should
be considered as silence by the player. The range of this option is between 0 to
69 dB. Whenever the sound of conversation will fall to your selected level or
below it, that part of call will be considered as silence.

Silence Duration: Use this slider to determine the minimum duration of silence
that should be skipped by the player. The range of this option is between 100ms
to 10000ms. It means that any silence duration lesser than your selected value
will not be skipped.

Skip Speed: Use this slider to determine the playback speed at which the silence
in recorded call should be skipped by the player. The range of this option is
between 1x to 16x.

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Note: If a call is muted during playback and skip silence is enabled, then the entire
call will be skipped due to silence.

Note: Skip silence feature is available for Chrome and Firefox browser.

Note: Skip silence configurations (silence level, silence duration etc) will remain
same for each recorded call unless changed by the user.

Note: If a high value is provided for Skip speed option then non-silence part of a
recorded call can also be skipped by the player.

5.3.10 Volume Control Per Channel

A user can control volume for each channel from OmniPCX RECORD player. This
feature is especially helpful in case of stereo calls. Volume gain controls are
displayed when a user clicks on icon as shown below:

Screenshot – Voice Gain

A user can simply move the slider to increase volume in its preferred channel (right
or left). The volume range for each channel is 1-100x

5.3.11 Bookmarks

Bookmark(s) can be added to a call during playback and a icon will be displayed
at the places where bookmarks are added. To add a bookmark click on the icon
on the player interface and a dialog box will be displayed as follows:

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Type a name for bookmark and click Add button. Bookmark icon will be displayed as
follows:

If you want to delete a bookmark then click on the icon and a list of bookmarks
will be displayed as follows:

Click on the X icon in front of the bookmark you want to delete.

5.3.12 Play All

This option plays all of the calls that your search returned, by playing them one
after the other.

5.3.13 Play Selected

At the left of each entry, you can find check boxes. To select multiple files, you
can tick the box next to each call and then click Play Selected on any of the
selected files. This plays all the selected files sequentially, one after the other.

Note: This option is not supported for encrypted calls. Encrypted calls can only be
play one at a time. If you try to play multiple encrypted calls using this method, the
following message will be displayed

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Warning! If notes are clicked while playing a video call then the player stops playing
the call until the notes window is closed.

5.3.14 Download CDR

You can download the Call Detail Report (CDR), using this facility. This would
initiate the download. The file when opened will look like the box below.

SCREENSHOT – Call Detailed Report

Important! Information against Type Field in CDR for CCD Agent Call will depend on
the current state of Recorded Device on which CCD agent is logged in.

Note: CDR of SIP Trunk extension(s) calls will have agent information while CDR of
SIP Trunk Default calls will not have agent information.

If custom fields have been configured then CDR file will also carry their information
as displayed below:

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Note: Only those custom fields will be displayed in CDR file that have been
configured.

Note: If a group admin and agent used Live chat feature during the recording of a
call, then CDR carries the Rainbow Bubble ID for that particular call.

5.3.15 Download File

This enables you to download the selected file so that you can save it in your
storage device. This is particularly relevant when you need to access an encrypted
call.

Warning! Calls downloaded using the above download option are automatically
decrypted and can therefore be played on any 3rd party media player that supports
the file format.

Warning! Archived calls cannot be downloaded if Play Archived Calls option is

disabled by a server administrator under Archiving Configuration in Storage Settings.
Please contact your server administrator.

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 OmniPCX RECORD R2.5 – User Manual

5.3.16 Download Selected Files

This enables you to download multiple selected files and save them in your storage
device / HDD. Multiple files are downloaded as a single ‘Zipped’ file and you will
require Winzip, WinRar or equivalent utility to access your calls.

Note: A maximum of 10 calls can be downloaded together and encrypted files

cannot be downloaded using this option.

Warning! Encrypted and Archived Calls ‘CANNOT’ be downloaded using the above
download feature.

5.3.17 Email File

When you click on this option, a window opens as shown below:

SCREENSHOT – Sending recorded file through email

In this window, you will have to key-in the email address of the recipient in the box:
Email. In the box below, titled Body, you can see a default message. You can
change this text as needed. This text will form part of the email. Below it, you can
see a check box Attach Notes. If you check it, any notes belonging to the entry you
have selected will be attached to the email.

Note: The audio file of the selected entry is attached automatically and will be sent
in the format in which it was recorded.

On completion of these entries, click on Send. This displays the following message:

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SCREENSHOT – Successful dispatch of email

This indicates that the mail was successfully sent to the SMTP server. From this
server, the mail will be sent to the specified recipient.

IMPORTANT!! SMTP settings must be configured for this feature to function

properly.

5.3.18 Do Not Archive

Icon:

This option disables archiving feature for the selected call.

5.3.19 Verify Signature

Icon:

This option confirms if a file is original or tampered by verifying the associated

digital signature. If a file is original then it displays the following message window:

Screenshot – Message from OmniPCX RECORD

Similarly, if a file is modified in any way, then the following message window will
appear:

Screenshot – Message from OmniPCX RECORD

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Please note that if there is no digital signature associated with a file then the
following message will appear:

Screenshot – Message from OmniPCX RECORD

An icon and corresponding message is also available in OmniPCX RECORD Player that
informs the user whether the recorded file has been tampered or not.

5.3.20 Update Custom Field

When you click on this option, a window will appear as follows:

SCREENSHOT – Update Custom Fields

This window will display the custom fields which are available for search. Fill in the
text boxes against custom fields and press Update button. The call record will be
updated.

Note: Custom fields that are associated with SIP Tag will not be available for update

5.3.21 Party One and Party Two

In case of a recorded call for which multiple files have been stored following drop-
down is displayed for call options:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Call options if 2 files were created for a recorded call

Screenshot – Call options if 3 files were created for a recorded call

Click on the Play option in order to play the recorded file that contains the audio
of both participants. Click on the Party One or Party Two option in order to play
the recorded file that contains the audio of any particular participant of the call.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 71/191
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5.3.22 Add Call to Playlist

This option is used to add a particular recorded call to the calls playlist. When a
user adds a call, the playlist icon is updated to display the number of recorded
calls currently included in the playlist as shown below:

Screenshot – Calls Playlist Icon

When a user clicks on the playlist icon, following menu is displayed carrying details
of each call that is part of the playlist along with relevant details:

Screenshot – Calls Playlist

Once all required calls are added in the playlist, click on the Save All button. Individual
calls can be removed from the playlist by clicking on the icon available next to each
call. Clear All button can be used to remove all calls from the playlist at once.

In order to start playlist, click on the Calls are played in the specified order of the
playlist when a user clicks on the icon available next to the first call. Users can
choose to play a specific call from the playlist, after which playback will continue
sequentially.

5.3.23 Share a Call with the Teammates

Note: This call option is only available on the calls that are recorded by the user.

Once an agent clicks on this option, that particular recorded call is shared with all of
the teammates of the agent and following pop-up message is displayed:

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In order to unshare a call, agent has to click on the particular option from the call
options menu.

5.3.24 My Searches

Once you have created a search criterion using multiple search filters, you might
want to save it as a template for later use. You can do this by using
button available at the bottom right corner of this section. Following window
appears when you press this button:

Screenshot – Saving Search Criteria

First, provide a name for the saved search and click Save Search

Your Saved Search is now displayed under Search Calls (See Below). This will enable
you to view the results immediately, without having to rebuild the criteria.

Screenshot – My Searches

To execute any of your saved searches, simply click on them.

To see the number of calls matching a saved search, click on button to the right
of the entry and updated number of calls for that particular saved search will be
displayed as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Note: Whenever Search Calls page is accessed, call count will be displayed as [-
Call(s)] by default for each saved search criteria. You will have to press button
to see updated call count and it can take a few moments before this count is
displayed.

To create a copy of a saved search, click on icon. Following popup will be

displayed:

Click on OK Button and you will see the copy of your saved search in My Searches as
shown below:

The copy of saved search will have the exact same values for search criteria as the
original saved search.

To edit values of search criteria in a saved search, click on icon. All the fields in
Search for Calls section will display the stored values for that particular saved
search when you click on icon as highlighted below:

Once you have made the necessary changes, click on button

displayed at the bottom of the page.

To remove a saved search, click the button to the right of the entry.

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

If a group admin has shared his/her saved search with his/her team then that saved
search will also be displayed in My Searches section as highlighted below:

Like a search saved by the agent, To see the number of calls matching a saved
search, click on button to the right of the entry and number of calls for that
particular saved search will be displayed as shown below:

Note: Agents can only view those calls via a Saved Search that they have permission
to access e.g. an agent cannot access calls of other agents using a saved search
shared by his/her Group Admin.

Note: These shared saved searches will be replicated to the secondary recording
server in RWS environment.

Note: Searches that were saved before upgrading to 2.5.0.1 cannot be edited or
copied.

In case of a shared saved search, this button will be disabled for other team
members as only the user who has saved a call search can remove it.

IMPORTANT!! If you have saved any search with notes string criteria then after
changing the language in OmniPCX RECORD you will have to delete the previous
saved searches with notes criteria.

Note: Saved searches can include criteria that require manual input of data (called to,
called by etc) even if no values are provided for these criteria.

5.3.25 Help Section

Users can access a help section for call search and call search results pages. This section
guides users about different search criteria and call play options.

In order to access Help section for search calls screen, click on the icon available in the
top-right corner and click on the Help option as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 75/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Search Calls

Following pop-up window is displayed:

Screenshot – Help

In order to access Help section related to call search results, click on the icon available in
the top-right corner and click on the Help option as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 76/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Search Calls

Following screen is displayed:

Screenshot – Help

5.3.26 Calls Playlist

Multiple recorded calls belonging to different recording format can be played back as a
playlist using OmniPCX RECORD Player. Users can add calls to the playback queue from
the search calls page and the calls will be played in the specified order of the playlist.
Users can have separate playlist for Search Calls, My Calls, My Team Calls and Shared

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Calls. Playlist is also replicated from the primary to secondary server in case of recorder
warm standby.

The icon for playlist is available in the top right corner above the OmniPCX RECORD Player
as shown below:

When a user clicks on the playlist icon, following menu is displayed carrying details of
each call that is part of the playlist along with relevant details:

Calls are played in the specified order of the playlist when a user clicks on the icon
available next to the first call. Users can choose to play a specific call from the playlist,
after which playback will continue sequentially.

Note: Each call in the playlist is processed individually by the player when played.
Playback of calls with longer durations or larger file sizes may experience a delay before
starting.

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 OmniPCX RECORD R2.5 – User Manual

A user can remove individual calls from the playlist by clicking on the icon available
next to each call or remove all calls from the playlist at once by clicking on the Clear All
button.

Note: In case of branch office environment, the calls recorded on branch will be available
in the playlist until the calls are not uploaded to main office.

5.4 Shared Calls

This dedicated page allows each user to search for specific shared calls. As the number of
shared calls increases over time, this page facilitates efficient retrieval using various search
criteria. It is similar to the 'My Calls' page, with the primary distinction being its ability to
search only shared calls. The 'Saved Search' feature is also available, enabling users to save
templates with multiple filters for future use in the form of My Searches.

5.5 Reports
When you click on the Reports link, you are first presented with several options that
help you customize the information that is displayed in the report.

SCREENSHOT – REPORTS OPTIONS

5.5.1 Report Options

5.5.1.1 Report
In the drop-down box labelled Reports, you have 2 reports to choose from.

Note: The statistics provided for each report are based on the reporting period
specified
before the report is run.

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 OmniPCX RECORD R2.5 – User Manual

Call Analysis Report – Provides basic statistics related the total number of calls
recorded by an agent during a specified period. Following details are included in
the report:

Column Header Description

Number of Calls Total Number of calls
Average Duration Average Call Duration

Total Recording Report by Agent - Provides detailed statistics related to the total
number of calls recorded by an agent during a specified period. Following details
are included in the report:

Column Header Description

Extension Number Extension Number
Number of Calls Total Number of calls
Minimum Duration Minimum Individual Call Duration
Maximum Duration Maximum Individual Call Duration
Average Duration Average Call Duration
Total Calls Duration Total duration of calls grouped

5.5.1.2 Group

In the dropdown box labelled “Group”, you can choose how you want the results of
your report to be grouped. These are as follows:

o Hourly - This option will display the statistics in six minute intervals and
will group them hourly. Use this option if you want an in-depth breakdown
of the report results.

Important!! If the time period exceeds more than 2 months then an error
message will be displayed.

o Daily - This option will group and display the statistics daily. Use this
option if you want a thorough but more general breakdown of the report
results.

o Weekly - This option will group and display the statistics weekly. Use this
option if you only want a summary breakdown of the report results.

o Monthly - This option will group and display the statistics monthly. Use
this option if you only want an overview of the report results.

5.5.1.3 From

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SCREENSHOT – REPORT FROM DATE

The “From” option allows you to specify when you want the report statistics to
Begin. To do this, use the calendar icon to choose the appropriate “From” date,
then use the drop down boxes to specify the start time.

5.5.1.4 To

SCREENSHOT – REPORT TO DATE

The “To” option allows you to specify when you want the report statistics to end.
To do this, use the calendar icon to choose the appropriate “To” date, then use
the drop down boxes to specify the end time.

5.5.1.5 Show Report

Once you have specified your reporting options, you can view the report by
clicking the “Show Report” button that is located below the report options.

Details displayed daily

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 OmniPCX RECORD R2.5 – User Manual

Details displayed weekly

Details displayed monthly

5.6 Recording Rules

Recording rules or User Level Filters are the filters that can be added/enabled by a
site administrator or the agent himself. A user level filter, as the name suggests, is
a filter applied on calls for a specific user.

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When you click on this link, the page below is displayed:

SCREENSHOT – Recording (User) Rules

In this page you can specify which numbers should be recorded, and which should be
ignored. When you set a rule here, it is automatically executed when a call arrives.
The options available are as follows:

Rule Name:

You can give any arbitrary name here, but it is mandatory. This is used for
identifying the rule.

Call Type: Applies this filter to a specific call type

o Both – Filter applies to all calls

o Internal – Filter only applies to Internal Calls
o External – Filter only applies to External calls

When:

This field provides the ability to add multiple criteria that will use the logical AND
condition which means all the conditions in the criteria must be true. Following
options are available:

o Number is exactly
o Number begins with
o Number ends with
o Number contains
o Number Length is Exactly
o Number Length is less than
o Number Length is Greater than
o Called by is exactly
o Called by begins with
o Called by ends with
o Called by contains
o Called by Length is Exactly
o Called by Length is less than
o Called by Length is Greater than
o Called to is exactly
o Called to begins with
o Called to ends with
o Called to contains

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o Called to Length is Exactly

o Called to Length is less than
o Called to is Greater than
o Extension is exactly
o Extension begins with
o Extension ends with
o Extension contains
o Extension Length is Exactly
o Extension Length is less than
o Extension Length is Greater than
o Correlator Data is exactly
o Correlator Data begins with
o Correlator Data ends with
o Correlator Data contains
o All Calls

Using these qualifiers, you can specify a single or multiple criteria.

For example, if you choose Number begins with and you give the number 2 in the
box at right, all numbers starting with 2 will come under this rule.

For example, if you choose Number Is exactly 02084321234 and Correlator Contains
sales then this rule will only be applicable when both conditions are true.

All Calls
When All Calls is selected then the system will display a warning message that the
existing criteria will be removed.

Take This Action:

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 OmniPCX RECORD R2.5 – User Manual

In this dropdown box you will be specifying what action will take place should this
rule be matched to an incoming call. Here, you have the following two choices:

o Record Both Parties (Default), Records both sides of the call

o Record Internal Party Only, Records Only the Internal Party
o Record External Party Only, Records Only the External Party
o Ignore. Prevents the call being recorded

Once you have provided all the required information, click the ‘+’ sign. This adds
the rule. Once it is successfully added you can see it listed below.

The rules will be applied in a sequential manner. These rules can also be shuffled by
dragging a selected rule up or down. To change the position of a rule, take the
mouse pointer to the icon with a rule and press & hold left mouse button and
drag it up or down to change it’s position.

IMPORTANT: Please note that it is mandatory to click on Apply button after any
change in the sequence of rules otherwise the new sequence of rules will not
function and the system will continue to apply the previous sequence of rules.

IMPORTANT: Please note that it is if ROD with Record From Now option is enabled
on an extension then user level filter will not be applied.

5.7 Download

5.7.1 IP Attendant Client Utility

The IP Attendant Client Utility needs to be installed on all PC’s that handle calls via
an attendant phone and keyboard. To install the IP Attendant Client Utility, choose
the download link: IP Attendant Client Utility from the General pane as show
below:

SCREENSHOT – DOWNLOAD IP ATTENDANT CLIENT UTILITY

Note: For more information on installing the IP Attendant Client Utility – refer to
section “Installation - OmniPCX Console Recording Agent” in the OmniPCX RECORD
Installation Guide

5.7.2 Screen Capture Agent Utility

The Screen Capture Agent utility needs to be installed on all PC’s that also require
the ability to capture the agents screen activities during a call. To install the Screen
Capture Agent, choose the download link: Screen Capture Agent Utility from the
General pane as shown below:

SCREENSHOT – DOWNLOAD SCREEN CAPTURE UTILITY

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 OmniPCX RECORD R2.5 – User Manual

Note: The screen capture server records Agent screen activity by communicating
directly with the Screen Capture Agent utility. If the Screen Capture server is unable
to access the Agent Utility an email will be sent to the ‘System Alert Email’ address.

From OmniPCX RECORD Release 2.5.0.12 onwards, users can select their preferred
screen resolution from screen capture agent utility. This enhancement is particularly
beneficial for users with dual-screen displays because instead of a squeezed version of
both screens, they can select the option to capture screen using their system’s precise
display settings.

From OmniPCX RECORD Release 2.5.0.13 onwards, users can select a custom screen
resolution for screen recordings.

From OmniPCX RECORD Release 2.5.0.14 onwards, agent using multiple screens can
select a particular screen to record during the call recording process.

To adjust screen resolution or select a particular screen for screen recording, the user
must right-click on the agent utility icon available in the system tray. A single-option
menu is displayed as shown below:

SCREENSHOT – SYSTEM TRAY

SCREENSHOT – OMNIPCX SCREEN CAPTURE AGENT

By default, Super admin is authorised to authenticate the selection of custom

screen resolution.

In the authentication type dropdown, supervisor who has the permission to

authenticate can select their preferred method for credential authentication

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 OmniPCX RECORD R2.5 – User Manual

• OmniPCX RECORD - Provided credentials are authenticated from OmniPCX

RECORD database.
• Others - Provided credentials are authenticated from external sources like
Rainbow, active directory, azure active directory or Radius Server.

Once site code, username and password are entered by the supervisor, click on
Validate button.

Following screen is displayed:

Note: If credentials are not provided of authorised supervisor, then custom or

preferred resolution cannot be updated.

By default, Custom Display Settings screen is displayed but the user can select OXR
Display Settings or System Display Settings option.

In case of Custom Display Setting, user must select their preferred screen that they
want to record via screen capture client.

Once the screen is selected, display resolution from the dropdown menus can be
selected for each screen as shown below:

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Once you have set custom display resolution for your preferred screen, click on the
Apply button. Following pop-up window with confirmation message is displayed:

When the System Display Settings option is selected, following screen is displayed on
the utility:

If a user wants to use these system display settings, click on the Apply button.
Following pop-up window with confirmation message is displayed:

When the OXR Display Settings option is selected, following screen is displayed on
the utility:

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 OmniPCX RECORD R2.5 – User Manual

The display resolution displayed on this screen represent default values setup by
OmniPCX RECORD application at the time of screen capture installation. If a user
wants to use these display settings, click on the Apply button. Following pop-up
window with confirmation message is displayed:

Note: If a user is using multiple display screens and opts to use System Default or
Custom Display Setting option then Screen capture module will ensure that full display
is recorded. To ensure this, width of both displays will be added whereas height of the
largest display will be used by screen capture module e.g. in case of 1280x760 and
1280x960 resolutions, the entire screen capture will create a video feed by using a
display resolution of 2560x960.

Note: If the screen resolution was set for 2 screens and the user removes one of the
displays then screen capture will record according to the exact resolution of the
single display that is being used.

Note: When wrap-up is enabled, the Screen Capture Server will wait for a wrap-up
start signal to be received from the Telephone System. If no wrap-up start signal is
received from the Telephone system, Screen Capture will automatically become
available after the ‘Wrap-up Initial Wait’ time expires. The ‘Wrap-up Initial Wait’
time is pre-configured by your Administrator.

If, however, a wrap-up start signal is received from the telephone system, Screen
Capture will NOT become available until a wrap-up finished signal is received from
the Telephone system

IMPORTANT: Please note that the color of Screen Capture Agent Utility tray
icon turns green when the utility is connected with Screen Capture Server
during the call. If the color of tray icon remains red during the call then this
means that utility is not connected with the Screen Capture Server and the
video of this call will not be available.

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 OmniPCX RECORD R2.5 – User Manual

Note: The number of log files has been changed to 10 and log file size has been
changed to 10MB by default.

Note: For more information on installing the Screen Capture Agent Utility – refer to
the OmniPCX RECORD Installation Guide.

5.7.3 XVid

The XVid (64 bit) Component is required in order to playback video calls from your PC. To
download the XVid component choose the download link: XVid from the General pane as
shown below:

SCREENSHOT – DOWNLOAD XVID COMPONENT

5.7.4 Npcap

From OmniPCX RECORD Release 2.5.0.11 onwards, Npcap (version 1.77) is a pre-requisite
component for IP Attendant, SIP, SIP Trunk and SIPREC call recording.

To install the Npcap component, choose the download link: Npcap from the General pane as
shown below:

Screenshot – Download Npcap Component

When you click on this option, you are taken to following web page:

Screenshot – Npcap Download Page

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 OmniPCX RECORD R2.5 – User Manual

Scroll down until you find the .exe file titled npcap-1.77 as highlighted below:

Screenshot – Npcap Download Page

Click on it and exe file will be downloaded. Install it.

IMPORTANT!! While installing Npcap, please ensure to select Install Npcap in WinPcap
API-compatible Mode option. Failure to do so will result in no network adapter be
available in OmniPCX RECORD web interface.

Note: System must be restarted after Npcap installation.

IMPORTANT!! In case of fresh installation of OmniPCX RECORD, Npcap must be installed

before the installation of Microsoft Visual C++ Redistributable package. In case of OmniPCX
RECORD upgrade, Microsoft Visual C++ Redistributable package has to be re-installed after
the installation of Npcap version 1.77

5.7.5 PBX User Management

IMPORTANT!! If you were using PBX Users Synchro Utility with a previous release and if you
have upgraded to OmniPCX RECORD Release 2.5.0.12 onwards then you have to uninstall the
utility and install the updated tool by using this link.

IMPORTANT!! Java Runtime Environment (JRE) 11 is a pre-requisite for this tool. Please see
install/upgrade guides for installation of JRE 11.

In order to import PBX extensions and insert OXE CPU ID in PCKey, you have to download
PBX user management. It contains a tool by the name of PBXApiServiceForOxrInstaller-2.4.0
that enables the import of extensions from PBX to OmniPCX RECORD. This tool also inserts
OXE CPU ID information in the PCKey if the PCKey is generated after OmniPCX RECORD
installation and adding of PBX nodes with required configuration details.

To download the utility, choose the download link: PBX User Management from the General
pane as shown below:

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 OmniPCX RECORD R2.5 – User Manual
Screenshot – PBX User Management

IMPORTANT!! If you face any issue during installation or configuration of

PBXApiServiceForOxrInstaller, contact Alcatel-Lucent Enterprise technical support team.

5.8 Additional Features

5.8.1 Record on Demand

This facility is not listed in the links of the OmniPCX RECORD application, but is
instead accessed via your IP Touch Phone. This facility is only available to IP Touch
Phone users and must be made available by the Administrator.

In the screenshot above you can see two buttons displayed as ‘OmniPCX-RE…’. One
is for ROD on the Primary server and other is for the Secondary server. Pressing
either button shows the corresponding information as shown below:

Primary Server

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 OmniPCX RECORD R2.5 – User Manual

Secondary Server

The Record on Demand Options is only displayed when a call is made or received.
When this feature is active and you make or receive a call, the following options are
displayed automatically:

SCREENSHOT – Record on Demand Options

Note: When using Primary & Secondary servers, the options displayed will be made
available ‘Automatically’ from the OmniPCX RECORD server that is currently active.

In the above screen, you are provided with the following 2 choices:

o Record entire call -this option records the entire call, even if you click
on it during the course of the conversation

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 OmniPCX RECORD R2.5 – User Manual

o Record from now – This option records the conversation from the point
at which you clicked it.

SCREENSHOT – Conversation in progress

After choosing one of the options, or by pressing your IP Touch back button, the IP
Touch screen will revert to its standard mode as shown above.

If, while still on a call, you wish to access the recording options, you can do so as
follows:

SCREENSHOT – BACK to Main Screen

First, click the back button as shown above.

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SCREENSHOT – Personal tab

Now, using the arrow keys on your IP Touch Phone, select the Menu tab. The
following page is displayed:

SCREENSHOT – Move to Menu Page

On this page you can find: OmniPCX-RE… at the bottom right (See Above). Select
the button on your IP Touch phone that is located next to this option.

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SCREENSHOT – RECORD ON DEMAND Options

The Recording on Demand options will now be displayed and you can select the
action of your choice by clicking the button on your IP Touch Phone next to the
appropriate option.

SCREENSHOT – THE call is being Recorded

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SCREENSHOT – Your call has been saved

Note: When you select either recording action, a message is displayed informing you
that the call is being recorded and when the call is finished you will receive an
additional message letting you know that your call has been saved. (See Above)

5.8.2 Record On Demand Popup Windows Control Parameters

The duration of the popup windows is configurable with a timer value. There are 3
timer parameters as follows:

<add key="PhoneTimeDelay" value="5" />

<add key="PhoneTimeVersionFormDelay" value="2" />
<add key="PhoneTimeHangUpDelay" value="2" />

PhoneTimeDelay
This parameter controls the duration of popup windows that display ROD options.

PhoneTimeVersionFormDelay
This parameter controls the duration of popup window that displays OmniPCX
RECORD version.

PhoneTimeHangUpDelay
This parameter controls the duration of the popup window that displays after the
call hang up.

Note: Please note that setting a higher timer value may generate problems such as
popup window remains on phone even after the call is finished.

5.8.3 Ignore, Pause & Resume Options on IP Phone

1. If ignore and pause/resume actions are enabled on your IP phone, then following options will
be displayed when a call comes in:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Ignore call option available at start of call

2. If Record Entire Call or Record From Now option is selected, then following screen will
be displayed:

Screenshot – Pause & Ignore call option during call lifecycle

3. If Pause Recording option is selected then Resume Recording option will be displayed
as follows:

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Screenshot – Resume & Ignore call option during call lifecycle

Please note the following application behaviors:

• Ignore call & pause/resume recording options will be available when you have
enabled them from server config file (OXERecordServer.exe.config) and it will be
globally available to all agents. See admin guide for more details.
• Ignore call & pause/resume recording options are independent of security groups
permission in OmniPCX RECORD web UI.
• If pause action is applied from PRS handset then it will pause both audio and video
recording if video call is in progress
• If Ignore Call action is applied by an agent during a call life cycle, then that part
of call and all transfers from that point onward will be ignored till agent performs
ROD action on transferred call.

5.9 Forgot Password / Password Reset

In case an agent forgot his password then he can request to reset it from their login
screen. This feature can also be used to activate an account that has been disabled.

Important!! This feature is applicable only for agent accounts that have a valid
email address associated with them.

An agent will click on Forgot Password? from login screen to reset their password.

SCREENSHOT – LOGIN SCREEN

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 OmniPCX RECORD R2.5 – User Manual

After agent clicks on forgot password?, following screen will be displayed.

SCREENSHOT – PASSWORD RESET SCREEN

If agent belongs to a multi-tenant environment, following screen will be displayed.

SCREENSHOT – PASSWORD RESET SCREEN (FOR MULTI-TENANCY ENVIRONMENT)

If you are not working in a multi-tenant environment, provide your username and
click on send email button. An agent in multi-tenant environment will provide their
site code and username to request a password reset.

Once a user clicks on send email button after providing required information,
following pop-up will be displayed:

SCREENSHOT – CHECK YOUR EMAIL POP UP

Following email will be received in your email inbox:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – PASSWORD RESET EMAIL

Important! For this forgot password email to work, it is necessary that your SMTP
server is configured for email delivery and your network has an active internet
connection.

Following pop-up will be displayed when you click on the link provided in password
reset email:

SCREENSHOT – PASSWORD RESET POPUP

Once you click on OK, following screen will be displayed:

SCREENSHOT – PASSWORD RESET SCREEN

Enter your new password and re-enter it for confirmation in the next field. After you
click on update button, following pop-up will be displayed:

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SCREENSHOT – PASSWORD SUCCESSFULLY UPDATED

IMPORTANT!! Forgot password emails for all sites – other than default site – will be
forwarded to technical contact of site, if email address for site agent does not exist.

5.10 Screen Capture Client – Update Process

On the machines where OmniPCX RECORD client is installed, following window will
be displayed when update scheduler tries to upgrade the screen capture client:

An agent would be able to accept or reject the upgrade depending on their situation. It is
recommended that an agent should select Yes if there is no ongoing call. When a user
clicks on Yes button and update starts, following screen is displayed:

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 OmniPCX RECORD R2.5 – User Manual

Once the screen capture client is updated, following pop up is displayed to user:

As soon as update is completed on a client machine, its status is also updated in Update
Schedule screen and screen capture client will restart.

However, if an agent clicks on yes button during a call then the screen recording for the
current call will be stopped and upgrade process will start. In case an agent clicks on No
button then this window will start appearing after every 15 minutes on the screen till the
screen capture client is upgraded. Meanwhile, the status of this client machine will
remain pending on Update Schedule screen.

IMPORTANT!! During update process, screen capture client will stop operating and no
video will be recorded for that particular duration.

5.11 Modify Display Language

A user can set display language for OmniPCX RECORD and Quality Monitor web
interfaces. A supported languages dropdown will be available on all pages.

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of Nokia used under license by ALE. All rights reserved.
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SCREENSHOT – Site Administrator Login Screen

Note: Please note that this is individual user settings that will be stored in
browser cookies. If browser cookies or cache are deleted then the display
language settings will revert back to default display language set by the server
administrator.

5.12 Change Password

Group Admins and Agents can change their account password by clicking on icon as
highlighted below:

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A drop-down menu is displayed when you click on icon as shown below:

Click on Change Password link and following screen is displayed:

SCREENSHOT – Password change screen

The fields above are self-explanatory. Give your existing password first then supply a new
password. You must also re-enter the password to confirm it. Once done, click the
Update button. Your new password has now been changed.

5.13 Dark Mode

IMPORTANT!! If a site administrator has setup a global appearance mode for the site,
users will no longer have the ability to change the appearance mode of their web
interface.

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 OmniPCX RECORD R2.5 – User Manual

A user can switch web interface of OmniPCX RECORD and Quality Monitor to Dark Mode
from any page. Click on the Icon displayed in the top right corner of web interface as
highlighted below:

Following drop down menu will be displayed:

Click on the icon displayed next to Dark Mode. This will enable the Dark Mode on the
web interface as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Note: Graphical elements and icons will have a different colour scheme in the dark mode.
For documentation purpose, we have used the light mode of OmniPCX RECORD web
interface.

Note: Please note that dark mode is part of individual user settings and these settings are
stored in browser cookies. If browser cookies or cache are deleted then the display theme
will revert back to default theme i.e. Light Mode

If a user wants to switch back to Light Mode on web interface, click on the icon
displayed in the top right corner of web interface as highlighted below:

Following drop down menu will be displayed:

Click on the icon displayed next to Dark Mode. This will enable the Light Mode on the
web interface.

5.14 Single Sign On

If a user has logged in to OmniPCX RECORD web interface then any new tab they open to
access the web UI during the same browser session, they will be automatically be logged
in and their default page will be displayed.

Note: This feature is only available during same browser session and once a browser
window is closed by the user, login credentials have to be provided once again by the user
to access OmniPCX RECORD web interface in the new browser session.

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5.15 Two Factor Authentication

If the two factor authentication is enabled for a user (group admin or agent) an email is
sent on the email address associated with the user account. This email has step-by-step
instructions to activate two factor authentication.

If an organisation selects Microsoft Authenticator app then the user will receive an email
in the following format:

Screenshot – Microsoft Authentication Email

Similarly, if an organisation selects Google Authenticator app then the user will receive an
email in the following format:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Google Authentication Email

Now, whenever a user tries to login to OmniPCX RECORD by providing their account
credentials (username and password), a pop-up window is displayed as shown below:

Screenshot – Two Factor Authentication Pop-up

User would need to open the respective authenticator app on their smartphone and enter
the 6-digit code that is displayed in the app.

In case of Google Authenticator app, the code is displayed at the home screen of the app
as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Google Authenticator app

In the case of Microsoft Authenticator app, a user has to select the OmniPCX RECORD
account from the Home screen

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Screenshot – Microsoft Authenticator Home screen

On the next screen, 6-digit code is displayed as shown below:

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Screenshot – Microsoft Authenticator App

Note: This 6-digit code expires in 30 seconds and a new code is displayed on the
authenticator app. User must provide the 6-digit code that is displayed on the
authenticator app.

After successful user authentication, the user is granted access to their respective
account in OmniPCX RECORD.

Note: A user can request a new email detailing the process for authenticator app
registration if they were not able to perform the above-mentioned process when an admin
enabled two factor authentication for their account. Click on the Send the email again
link available at the bottom of pop-up window as highlighted below:

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Screenshot – Two Factor Authentication Pop-up

IMPORTANT!! Securing the access to authenticator app and the 6-digit code generated by
authenticator app is the sole responsibility of the user. OmniPCX RECORD cannot be held
liable in case of any security breach/unauthorized access in this regard.

Note: Profiles in authenticator app are associated with email addresses of OmniPCX
RECORD user accounts. It means that multiple profiles can be created in a single
authenticator app for multiple user accounts as long as each user account has a separate
email address as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Microsoft Authenticator Home screen

Note: If one email address is associated with multiple user accounts then only one verification
profile can be created in the authenticator app.

Note: If an email address associated with a user account is updated then an auto-generated
email is sent to the updated email address to activate two factor authentication process.

Note: If two factor authentication is enabled for a new user then two factor authentication
process needs to be performed by the user before they are prompted for mandatory change of
his password.

Note: Date/Time and Time Zone settings should be same for recording server and smartphone
that is being used for two factor authentication.

5.16 Live Chat via Rainbow

IMPORTANT!! This feature is only available when an agent has logged into OmniPCX
RECORD by using rainbow authentication.

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When an agent is engaged in a live call and logged into Rainbow application as well, they
can perform live chat with their Group admin. This chat is performed with group admin in
a separate bubble in rainbow application as shown below:

Note: Administrative rights of the bubble belong to the group admin and an agent can
perform only limited configuration changes.

5.17 Restricted Active Sessions

OmniPCX RECORD administrator can restrict users from logging into the OmniPCX RECORD
web interface on multiple browsers simultaneously. In case this feature has been enabled
and you try to login to web interface from a 2nd browser window, following message is
displayed on login screen:

Screenshot – OmniPCX RECORD login screen

If you're unable to log off from your current session or suspect unauthorized access to
your account, you can request your super admin to logout your active session.

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 OmniPCX RECORD R2.5 – User Manual

6 Using OmniPCX RECORD (Group Admin)

The OmniPCX RECORD user application also provides some additional group admin
features. These features are accessed from the standard user interface, but will
only be displayed if the user has been configured as a Group Admin by the
application administrator.

If you have been configured as a Group Admin, your menu options will include the
following additional options:

o Silent Monitor
o My Team Calls
o Workforce Optimization

Note: If you believe you should have access to the above features, but they are not
visible from on your left hand menu, you should contact you administrator.

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6.1 Silent Monitor

When you click on this link, you will first be presented with a number of filter
options. If a large number of extensions are displayed in the monitored list it can be
difficult to identify the calls you are looking for. However, you can filter the list so
that only the relevant extensions are displayed. To do this, provide the appropriate
criteria using the drop down boxes as shown below:

IMPORTANT!! With the inclusion of ISDN Trunk, SIPREC and SIP Trunk recording, the
options availability will depend if you are running an extension side, SIPREC or trunk
side or all in a hybrid model. Please note that attendant and SIP calls will also be
displayed under extension calls.

SCREENSHOT – Extension-Side Silent Monitor Filters

The criteria above will filter the monitored extensions and only display calls as per
given criteria.

SCREENSHOT – Extension-Side Silent Monitor Filter Applied

In case of SIP Trunk Default calls, following screen is displayed to group admin to
select silent monitor filters:

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 OmniPCX RECORD R2.5 – User Manual

While listening to a call, you may decide that the call should be recorded. This is
possible by clicking the PLAY icon which will instigate recording of the entire call or
record the call from specific point depending on the ROD option selected on device.

Note: Agents will only be seen in this list if they are assigned to your team, and on a
call.

From this list of calls, you can click on any call to listen to it ‘Live’ via your PC
speakers as shown below:

SCREENSHOT – Listening to the live call

6.1.1 Silent Monitor Flags

While listening to a call, it is possible that you may decide you need to take action.
Therefore while listening to a call it is possible to flag the call for future reference.
To do this, click the Flag icon (see below) and choose the appropriate flag

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SCREENSHOT – Flag a call for Future Reference

Once you have chosen the appropriate flag, it will appear against the call as shown
below.

SCREENSHOT – Flagged Call

Note: Please note that you can assign more than one flag to a call.

6.1.2 Silent Monitor Notes

Similarly, it is possible to add call notes while listening to a call. To do this click on
icon, add call notes and click save button.

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SCREENSHOT - ADD CALL NOTES

6.1.3 Silent Monitor Custom Fields

Also, it is possible to add data to the custom call notes while listening to a call. To
do this, add data against the custom fields and click save button.

Note: Please note that this screen will not display all custom fields rather the
custom fields which are enabled for this site without any associated SIP tag.

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6.1.4 Live Chat

IMPORTANT!! This feature is only available when a group admin and agents of their
team have logged into OmniPCX RECORD by using rainbow authentication.

Group admin can perform text-based chat with the agents of their teams that are
engaged in live calls. Rainbow application is used for this purpose. To chat with an
agent, group admin must click on the icon displayed next to the particular live
call as highlighted below:

Screenshot – Silent Monitor Page

Note: Group admin can use silent monitor filters to search for a specific agent with
whom they want to have a live chat during an ongoing call.

A mini-window is opened in the bottom-right corner when a group admin clicks on

the icon as shown below:

Screenshot – Live Chat Window

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 OmniPCX RECORD R2.5 – User Manual

Apart from sending text messages in the live chat window, a group admin can
perform following actions:

1. Update the avatar of the chat window by clicking on it as highlighted below:

Screenshot – Live Chat Window

2. Add a particular live chat as Favorite in Rainbow application by clicking on the

icon as highlighted below:

Screenshot – Live Chat Window

3. Edit, delete or copy the sent messages by hovering over the relevant message
and clicking on the icon as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Live Chat Window

4. Copy or directly reply to a received message by hovering over the relevant

message and clicking on the icon as shown below:

Screenshot – Live Chat Window

5. Emoji and GIF can be sent to the agent in addition to text message by using the
below highlighted options:

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Screenshot – Live Chat Window

Note: Rainbow application is used at the backend of Live chat and conversation in
live chat window is available in relevant bubble of the application as shown below:

Screenshot – Rainbow application Bubble for Live Chat

New bubbles are not created in the application for every new instance of live chat
between 2 users. Messages exchanged during previous calls are available in the live
chat window & rainbow bubble unless deleted by the sender.

IMPORTANT!! After a group admin closes a live chat window and an agent sends a
message in the live chat, group admin is neither notified about the new message nor
the live chat window pops-up automatically. They can only view unread messages
from Rainbow application or by opening the live chat window.

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 OmniPCX RECORD R2.5 – User Manual

6.2 My Team Calls

As time goes on the database of recorded calls will increase significantly and when
it comes to finding one call from many you will need some powerful search criteria.
This is the screen that will allow you to do this. Using the many different filters
permissible by the application; you will be able to find the call that you are looking
for more easily. When you click on this link, the following page opens:

SCREENSHOT – Search Calls – Opening Page

SCREENSHOT – SEARCH CALLS (IN CASE OF QM IS ENABLED) – OPENING PAGE

6.2.1 Search for Calls

Here should look at the second portion of the page: Search for calls. In this section
you have various filters to narrow down your search results. These filter fields are
explained below:

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Select a Team:

This dropdown box lists the available teams. You can select the name of the team
whose call you are searching for. If you leave as the default, results are shown from
all existing teams.

Call Date and Time:

To make your selection easier for date and time, some presets are given in this
dropdown box. They are:

o Occurring Today
o Occurring Yesterday
o Occurring in past 1 Hour
o Occurring in past 4 Hours
o Occurring in past 7 Days
o Occurring in past 30 Days
o Occurring in past N Days
o Occurring in past N Minutes
o User Specified

If you select any of the first 6 in the list, there will not be any change in the screen
format. By if you select: Occurring in past N Days, then one more field is added as
given below, for you to specify the value for the variable “N”.

SCREENSHOT – Field qualifier for N days

Note: 9999 is the maximum value acceptable in Number of Days field.

If you select: Occurring in past N Minutes, then one more field is added as given
below, for you to specify the value for the number of minutes.

SCREENSHOT – FIELD QUALIFIER FOR N MINUTES

Note: 999999 is the maximum value acceptable in Number of Minutes field.

If you select the last item: User Specified, then also the screen would change as
given below, to accommodate you detailed specifications:

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SCREENSHOT – Field qualifier – user specifications

In this portion, you can specify from and to dates. For this purpose, you can use the
icon nearby entry box, which displays the calendar, or use the three dropdown
cells below to specify the date. You can choose whichever is convenient to you.

Speech Analytics:

This field will show you the speech analytics options in a dropdown list as follows:

o Silence
o Conversation with low voice
o Standard conversation
o Louder conversation

Please note that only those options will be available that are enabled on the speech
analytics page. Only one option from the dropdown list can be selected.

Other Criteria:

In this field, you have the following options:

o Archived Calls
o Call Direction
o Call Scored (if QM is enabled)
o Call Status
o Called By
o Called To
o Correlator ID
o Custom Fields
o Call Type
o Device
o Device Hang-up
o Duration
o Flag
o Global Call ID
o Notes
o Native Encrypted Calls
o PartyName
o Primary Node IP

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o ProACD
o Recording Interface
o Recording Parties
o Recording Rule
o Secondary Node IP
o Server ID
o Server Role
o Transcribed Calls
o Video Calls

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

The way you use this facility is slightly different from others previously mentioned.
You can select either none, or one or more criteria. The method of using this is as
follows:

1. Select the preferred criterion from the dropdown box

2. The button: displays at right.

3. Click on that Add button.

4. Entry box pertaining to the criterion for which you had clicked on Add, display
below

5. Likewise, you can add more than one criterion. The screenshot below shows
an example of multiple criterion that have been applied to the search

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SCREENSHOT – Other criteria qualifiers

If QM is enabled and Call scored criteria is selected then following drop down menu
is displayed:

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 OmniPCX RECORD R2.5 – User Manual

SCREENSHOT – call scored criteria qualifier

Note: A search option Range is available in Call Duration search criteria. This
option provides the facility to the user to search the calls for a given range in
minutes i.e. calls with a duration between 30 to 45 minutes.

Note: A option Range is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. For e.g. 3005,2145,5320 OR
2000 – 2150.

6. When you add a criterion, that criterion is removed from the dropdown box list
against Other Criteria.

7. At the right of each added entry box, you can find an “X” mark. When you
click on it, that entry box is removed, and the criterion to which it belongs, is
added back to the list against Other Criteria.

8. When you add a new criterion, (if required) you must provide details in the
adjacent box provided.

Criteria Matrix

Following is a list of generic criteria that are available for call search fields.

Criteria Description Applies to

Show Displays in the search Archived calls, video calls, device

results. hangup and no associated agents.

Hide Hides in the search results. Archived calls, video calls, device
hangup and no associated agents.

Starts with Search a field that starts Alphanumeric and numeric search
with a user defined value. fields.

Ends with Search a field that ends Alphanumeric and numeric search
with a user defined value. fields.

Contains Search a field that contains Alphanumeric and numeric search

a user defined value. fields.

Is exactly Search a field that exactly Alphanumeric and numeric search

matches with a user fields.
defined value.

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Not starts with Search a field that does not Alphanumeric and numeric search
start with a user defined fields.
value.

Not ends with Search a field that does not Alphanumeric and numeric search
end with a user defined fields.
value.

Not contains Search a field that does not Alphanumeric and numeric search
contain a user defined fields.
value.

Not exactly Search a field that is not an Alphanumeric and numeric search
exact match with a user fields.
defined value.

Inbound Search records where call Call direction search field only.
direction is inbound.

Outbound Search records where call Call direction search field only.
direction is outbound.

Less than Search records where call Call duration search field only.
duration is less than the
user defined value.

Equal to Search records where call Call duration search field only.
duration is equal to the
user defined value.

Greater than Search records where call Call duration search field only.
duration is greater than the
user defined value.

Range Search records where call For call duration, the value is in
duration is in a range minutes.
defined by the user.
For device, the value is a range of
device numbers.

Internal Search records where call Call type search field only.
type is internal.

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of Nokia used under license by ALE. All rights reserved.
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External Search records where call Call type search field only.
type is external.

Note: Search criteria option ‘Virtual Device’ is available under Recording

Interface.

Note: Trunk Group and Channel are now available in other search criteria. These
options provides the facility to the user to search the calls according to a specific
trunk group and channel.

Note: Search criteria option ‘SIP Trunk’ is available under Recording Interface that
will return a list of all the DiDs created on SIP Trunk page and it will fetch the list
of calls where selected DiD exists in either Called By or Called To column. Also,
Recording Rules criteria is also available but it will only be visible if there are
system or user level filters created in the system.

Note: Search criteria Range is available in Duration search criteria. This option
provides the facility to the user to search the calls for a given range in minutes
i.e. calls with a duration between 30 to 45 minutes.

Note: Range option is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. E.g. 3005,2145,5320 OR
2000 – 2150.

Note: Search criteria option ‘Trunk’ is available under Recording Interface to

search trunk calls. Please note that this option will work only with calls recorded
using OmniPCX RECORD Trunk Recorder release 2.3.0.24 onwards.

Note: The caption of criteria option “Screen Capture Calls” has been replaced
with caption “Video Calls” as the system records both screen capture calls and SIP
video calls.

Note: Recording Interface is available in other search criteria. This option provides
the facility to the user to search the calls according to it’s recording interface i.e.
IPDR, DR-Link, IP Attendant or SIP calls. Please note that this option will work only
with calls recorded using OmniPCX RECORD release 2.3.0.23 onwards.

Note: Party name displays name of the person who called a particular agent. In
case of an internal call, name of calling agent is displayed in this field but in case
of an external call, this field is populated by a name provided by OXE.

Note: “ProACD” represents the calls recorded on the device that was used by a
CCD Agent.

Note: System Level Filters and User Level Filters are both available in recording
rules criteria.

Note: SIPREC is available under Device search criteria.

Note: Call scored criteria can search calls that are Scored or Unscored.

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Note: Native encrypted calls criteria can search calls that were recorded using OXE
native encryption.

Note: Transcribed calls criteria can search calls that are transcribed or not
transcribed by Amazon Transcribe. Calls with unable to transcribe status will be
displayed when Show option is selected.

Note: Recording Parties criteria can search calls that are recorded with multiple
files for each recording party. You can choose to hide or display these specific calls
using this Other Criteria.

Order By:

The ‘Order by’ option allows you to order the recordings that are returned by your
search criteria. There are several options for sorting the recordings and these are as
followings:

o Call Date
o Device
o Global Call ID
o Called by
o Called to

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

o Call Duration
o Agent Name
o Server
o Correlator ID
o Server ID
o Channel
o Call Scored (if QM is enabled)
o Board
o Trunk Group
o Equipment
o Recording Filter
o ProACD
o Party Name

Additionally, the recordings can also be sorted as follows:

o Descending
o Ascending

Results per page:

Default value is: 10. Available choices: 10, 20, 30, 40, 50.

Show:

You can manually key in this value. The Default is 100%. This will be of use, when
you have too many calls displayed for 100% display.

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Once you have given all the details as detailed above, you can check how many
entries will be returned from this selection. To do so, click on the button: Count
Results at the bottom centre of the page. Immediately, to the right of that button,
the total number of qualifying entries displays at the right of that button as below:

Select Columns:

Choose the information that you would like to display as part of every result row. To
do this, select the required field from the ‘Available’ list box on the left and move
the field to the ‘Assigned’ list box on the right by using the arrow buttons. All fields
placed in the ‘Assigned’ list box will be displayed for every result row that is
returned by the search criteria.

Screenshot – Select Display Columns

Note: Speech Analytics is available in the list under Available column. This will
display speech characteristics against each call in the grid as follows:

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Speech characteristics in a call are symbolized by the following icons:

Represents silence

Represents conversation in low voice

Represents standard conversation

Represents louder conversation

Note: Recording Filter is available in the list under Available column. This will
display a rule name for which a call is recorded as follows:

Note: With the introduction Trunk Group identification implementation, Board,

Trunk Group and Equipment fields will be in the list under Available column.

Note: With the introduction of ISDN Trunk Recording functionality, a field

“Channel” will be in the list under Available column. The information under this
field is only relevant for calls recorded with Trunk Recorder.

Note: If you have no custom fields available and need to be able to search on them,
you will first need to make your custom fields searchable. To do this, review the
section of this document labelled: Custom Search Fields.

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To view the actual results, click on the Search button. Below is a sample view of
the search results:

SCREENSHOT – List of Recorded Calls

Note: The number of calls displayed in search results will not be updated
automatically. User has to apply search criteria from Search Calls page in order to
update the call records.

Note: Scored option is available in the list under Available column only if QM is
enabled. This will display scorecard against each scored call in the grid as follows:

If you click on icon, you will be navigated to the scorecard of that particular call
in Quality Monitor as shown below:

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 OmniPCX RECORD R2.5 – User Manual

Any unscored call can be scored by a Group Admin right from the call searches
through Call options menu. Following menu of call options opens up when a group
admin clicks on icon:

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 OmniPCX RECORD R2.5 – User Manual

By selecting Score this Call option, a group admin is taken to QM where he/she can
easily score the call according to required questionnaire as shown below:

Note: Search results can be grouped based on the following options:

5- Global Call ID

6- Correlator ID

7- Channel

8- None

To use this option, click on icon and a menu will be displayed as follows:

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 OmniPCX RECORD R2.5 – User Manual

Once you select any option (Globald Call ID, Correlator ID or Channel) from this
menu, the related records will be displayed in a grid under the parent record.

Although, these child record will have the same format as the parent record but
there are certain options that will not work. These options are as follows:

- Play All

- Play Selected

- Download Selected Files

- Email File

The above options will work with parent records ONLY.

To close a child grid, click on parent icon and select None as displayed below:

Note: The listed recordings can be re-sorted in Ascending or Descending order by

clicking on the column header.

Note: Please note that the columns in the search result grid will adjust themselves
automatically according to the available space and number of selected columns.
Also the width of the columns in the search grid can be adjusted manually by
placing the mouse pointer at the start of a column, press & hold the mouse button
and drag right or left to adjust the width of the column. The column adjustments
will be saved in the cookies for the current session and will be reset once the
session is closed.

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of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Note: Previously, a question mark ? icon was displayed for both internal and
external SIP not on DR-Link calls. Now, all SIP not on DR-Link calls will have the
same icons as they are being displayed for IPDR and DR-Link calls.

Note: Once your search results have been returned, you can play & manage the calls
using the same methods described under section Call options.

Note: Please note that the columns in the search result grid will adjust themselves
automatically according to the available space and number of selected columns.

6.2.2 Search & Listen Live Calls

Group admins can listen to calls of agents that are part of their team. A large
number of live calls can be in progress at a given time making it difficult for group
admins to identify the live calls that they want to listen. Group Admin can filter live
calls by providing appropriate criteria on My Team Calls page.

Note: A Live call can be listened by multiple group admins and it will be considered
a single listening session. Maximum 5 listening sessions are allowed for live calls.

IMPORTANT!! Silent Monitor licenses are mandatory to search and listen to live
calls. This functionality will not be available during the trial period of silence
monitor license.

Once appropriate search criteria are selected, a group admin must click on Search
Live Call button as highlighted below:

Following screen will be displayed containing all the Live calls that fulfil the applied
search criteria:

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 OmniPCX RECORD R2.5 – User Manual

To the left of each entry will be the icon, which you can click to show more
options in a pop-up window. The options available are explained below:

When you click Play option following screen is displayed:

Screenshot – Playing Live call

Note: Live calls start playing from the beginning and the group admin can move the
play head on buffering bar manually to listen a live call from their desired point.

Note: In case of video calls, only audio conversation can be listened.

IMPORTANT!! Listening to live calls is dependent on analytics service.

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 OmniPCX RECORD R2.5 – User Manual

Call Information can be hidden by either clicking on icon in the top right corner

of OmniPCX RECORD Player or by clicking on icon as highlighted below:

Screenshot – Playing Live call with call information displayed

Hidden call information can be re-displayed by clicking on the same icons.

Screenshot – Playing Live call with call information hidden

Player Controls

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 OmniPCX RECORD R2.5 – User Manual

Player Controls are limited in a Live Call as compared to call playback of a recorded
call. But still a group admin can perform following actions on OmniPCX RECORD
Player in case of live calls:

• Control Volume of call

• Move playhead on buffering bar

• Rewind/Forward a Call

• Increase/Decrease call speed

• Pause & Play a Call

• Stop a Call

Note: Actions performed via player controls in Live Calls section will have no impact
on the calls in progress e.g. pressing pause in Live calls section will not pause the
call between the users.

Notes

A group admin can add their own notes to a live call. This action can be performed
by clicking on the Notes icon displayed in the live call search results as highlighted
below:

Following drop down menu will be displayed:

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 OmniPCX RECORD R2.5 – User Manual

To add notes click on Add Notes. Once you have added a note to a call, you can
view the notes, using the View Notes option. Use Email Notes option in this menu to
email the notes of the selected call. You can also download notes by clicking on
Download Notes option.

During a live call, a user can also check how many times a call was put on hold and
when it was retrieved. Please click on the Notes icon displayed in the call
information section of OmniPCX RECORD Player and it will display the information as
follows:

Flags

A group admin can also assign single or multiple call flags to a call in live calls
search results. To do this, click the Flag icon as highlighted below:

Following drop down menu will be displayed:

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 OmniPCX RECORD R2.5 – User Manual

Once you have chosen your desired flag it will be displayed in the search results grid
and call information section. If you want to assign more than one flag to a call then
click on the Flag icon again and choose appropriate flag.

Note: Please note that only one flag can be added at a time. Also, same flag cannot
be added again.

A group admin can end listening a live call by clicking on the icon displayed in
the top right corner as highlighted below:

Note: If multiple group admins are listening the same live call and a group admin
closes that live call then other group admins cannot listen that live call from that
point onwards. However, they can listen to the same call by playing it from the live
calls search grid.

Note: If a live call is hanged up while a group admin was listening it then that call
will not disappear from OmniPCX RECORD Player for the next 30 minutes. After that,
the recorded call can be listened from search call results.

6.2.3 My Searches

Once you have created a search criterion using multiple search filters, you might
want to save it as a template for later use. You can do this by using
button available at the bottom right corner of this section. Following window
appears when you press this button:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 145/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Saving Search Criteria

First, provide a name for the saved search and click Save Search

Your Saved Search is now displayed under Search Calls (See Below). This will enable
you to view the results immediately, without having to rebuild the criteria.

Screenshot – My Searches

To execute any of your saved searches, simply click on them. To see the number of
calls matching a saved search, click on button to the right of the entry and
updated number of calls will be displayed as shown below:

Note: Whenever Search Calls page is accessed, call count will be displayed as [-
Call(s)] by default for each saved search criteria. You will have to press button
to see updated call count and it can take a few moments before this count is
displayed.

Only Group Admins can share Saved Searches for their Team Calls with other team
members (Group admins & agents). To share a saved search, a group admin must
click on button. This will share the saved search with other team members who
can execute that saved search by simply clicking on it.

Note: Share saved search feature is only available to Group admins security group
and is only applicable on My Team Calls.

Note: A saved search is shared only to that particular team that was selected by
Group admin in the Select a Team option when saving a call search. If a group
admin selected All Teams in that option then that particular saved search will be
shared with all the teams of Group Admin.

Note: Agents can only view those calls via a Saved Search that they have permission
to access e.g. an agent cannot access calls of other agents using a saved search
shared by his/her Group Admin.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 146/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Note: These shared saved searches will be replicated to the secondary recording
server in RWS environment.

A Group admin can un-share a saved search by clicking on the button. As soon as
this button is pressed by a group admin to unshare a saved search criteria, then
users that were able to view these saved searches earlier on will not be able to see
them anymore and thus those agents cannot access those particular call records
using these saved search criteria.

To create a copy of a saved search, click on icon. Following popup will be

displayed:

Click on OK Button and you will see the copy of your saved search in My Searches as
shown below:

The copy of saved search will have the exact same values for search criteria as the
original saved search.

To edit values of search criteria in a saved search, click on icon. All the fields in
Search for Calls section will display the stored values for that particular saved
search when you click on icon as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 147/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Once you have made the necessary changes, click on button

displayed at the bottom of the page.

To remove a saved search, click the button to the right of the entry. In case of a
shared saved search, this button will be disabled for other team members as only
the user who has saved a call search can remove it.

Note: Searches that were saved before upgrading to OmniPCX RECORD release
2.5.0.1 cannot be edited or copied.

IMPORTANT!! If you have saved any search with notes string criteria then after
changing the language in OmniPCX RECORD you will have to delete the previous
saved searches with notes criteria.

Note: Saved searches can include criteria that require manual input of data (called to,
called by etc) even if no values are provided for these criteria.

6.2.4 Help Section

Users can access a help section for call search and call search results pages. This section
guides users about different search criteria and call play options.

In order to access Help section for search calls screen, click on the icon available in the
top-right corner and click on the Help option as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 148/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Search Calls

Following pop-up window is displayed:

Screenshot – Help

In order to access Help section related to call search results, click on the icon available in
the top-right corner and click on the Help option as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 149/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Search Calls

Following screen is displayed:

Screenshot – Help

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 OmniPCX RECORD R2.5 – User Manual

6.3 Reports

When you click on the Reports link, you are first presented with several options that
help you customize the information that is displayed in the report.

Screenshot – Reports Options

6.3.1 Report Options

6.3.1.1 Report

In the drop-down box labelled Reports, you have many reports to choose from.

Note: The statistics provided for each report are based on the reporting period specified
before the report is run.

On-Demand Recording – Provides statistics related to the calls that were recorded using
the on-demand feature during a specified period. Following details are included in the
report:

Column Header Description

All Calls Total Number of calls
Automatic Calls Total number of calls automatically recorded by a system filter
With flag % Percentage of On-demand calls that have been flagged
With Notes % Percentage of On-demand calls with notes attached
With Custom Fields % Percentage of On-demand calls with custom fields populated

Retroactive On-Demand Recording – Provides statistics related to the calls that were
recorded using the Record Entire Call on demand feature during a specified period.
Following details are included in the report:

Column Header Description

All Calls Total Number of calls
Automatic Calls Total number of calls automatically recorded by a system filter
With flag % Percentage of On-demand calls that have been flagged
With Notes % Percentage of On-demand calls with notes attached
With Custom Fields % Percentage of On-demand calls with custom fields populated

Total Recording Report - Provides statistics related to the total number of recorded calls
during a specified period. Following details are included in the report:

Column Header Description

All Calls Total Number of calls
Average Duration Average call duration in seconds
(sec)
Automatic Calls Total number of calls automatically recorded by a system filter
With flag % Percentage of calls that have been flagged

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With Notes % Percentage of calls with notes attached

With Custom Fields % Percentage of calls with custom fields populated

Total Recording Report by Team - Provides statistics related to the total number of
calls recorded by a team during a specified period. Following details are included in the
report:

Column Header Description

Team Name of the team
Agent Name of the agent
Extension Number Extension Number assigned to agent
Number of Calls Total Number of calls
Minimum Duration Minimum Individual Call Duration
Maximum Duration Maximum Individual Call Duration
Average Duration Average Call Duration
Total Calls Duration Total duration of calls grouped

6.3.1.2 Group

In the dropdown box labelled “Group”, you can choose how you want the results of
your report to be grouped. These are as follows:

o Hourly - This option will display the statistics in six minute intervals and
will group them hourly. Use this option if you want an in-depth breakdown
of the report results.

Important!! If the time period exceeds more than 2 months then an error
message will be displayed.

o Daily - This option will group and display the statistics daily. Use this
option if you want a thorough but more general breakdown of the report
results.

o Weekly - This option will group and display the statistics weekly. Use this
option if you only want a summary breakdown of the report results.

o Monthly - This option will group and display the statistics monthly. Use
this option if you only want an overview of the report results.

6.3.1.3 From

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SCREENSHOT – REPORT FROM DATE

The “From” option allows you to specify when you want the report statistics to
Begin. To do this, use the calendar icon to choose the appropriate “From” date,
then use the drop down boxes to specify the start time.

6.3.1.4 To

SCREENSHOT – REPORT TO DATE

The “To” option allows you to specify when you want the report statistics to end.
To do this, use the calendar icon to choose the appropriate “To” date, then use
the drop down boxes to specify the end time.

6.3.1.5 Show Report

Once you have specified your reporting options, you can view the report by
clicking the “Show Report” button that is located below the report options.

6.4 Workforce Optimization

Workforce optimization enables mangers to analyse the performance of their CCD agents.
This feature displays the total time CCD agents were busy on customer calls and the total
time they were sitting idle.

Workforce optimization link is not displayed in manage section of site administration by

default until site administrator has enabled it. Once enabled, the link will be displayed in
manage section as displayed below:

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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Workforce Optimization Link in Manage section

Following screen is displayed when you click on Workforce optimization link:

Screenshot – Workforce Optimization screen

You are presented with options of To and From that will help you select time span to
generate Agents Activity Analysis report.

From - The From option allows you to specify when you want the report statistics to begin.
To do this, use the calendar icon to choose the appropriate From date, then use the drop-
down boxes to specify the start time.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 154/191
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 OmniPCX RECORD R2.5 – User Manual

Screenshot – Report from Date

To - The To option allows you to specify when you want the report statistics to end. To do
this, use the calendar icon to choose the appropriate To date, then use the drop-down
boxes to specify the end time.

Screenshot – Report to Date

After specifying the date & time span, you have to select a report format from the following
two options:
• Visualization –Displays the report in graphical format
• Report – Displays the report in tabular format

Note: All CCD agents associated with a particular site are displayed in Agents Activity
Analysis Report to a super admin but a group admin can only view report for CCD agents
associated with his team.

IMPORTANT!! Extension number(s) displayed in Visualization and Report format represents

extension number(s) of recorded devices on which CCD Agent(s) have logged in. They are
not the extension number(s) assigned to your CCD Agent(s).

IMPORTANT!! If no agent is assigned to a CCD Agent extension in OmniPCX RECORD then No

associated agent label is displayed for that particular CCD agent entry in Agent Activity
Analysis report. Also, there is no mechanism to identify or differentiate between multiple
CCD agents in Agent Activity Analysis report if no agent is associated to those CCD agent
extensions. Although details of all of their activities will be available in the report but agent
name will be displayed as No Agent associated for all those CCD Agents.

6.4.1 Visualization format

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If you click on Visualization button from the report options section then following screen is
displayed:

Screenshot – Visualization format

In this report format, record is grouped on the basis of CCD Agents names that are displayed
along the Y-axis. Date and Time are displayed along the X-axis.

Note: Agent column displays the CCD Agent Name and extension number of recorded device
on which CCD agent has logged in. In case, no agent is assigned to a CCD agent extension in
OmniPCX RECORD, then No associated agent is displayed for that entry as highlighted below:

Screenshot – Virtualization format

Moving the cursor over a particular-coloured activity in visualization report will display the
start time and end time of that particular activity as shown below:

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Screenshot – Start Time & End Time

IMPORTANT!! If recording service is stopped or OXE connection is lost after a CCD agent logs
in then no agent activity will be displayed in the virtualization report until the connection is
restored/service is restarted. Agent status will be displayed as Session End when OXE
connection was lost/recording service was stopped. When the recording service is restarted
or OXE connection is restored then agent status will be updated with Session start and agent
activity will be displayed from that point onwards.

6.4.1.1 Legend

To help you better visualize the time duration for each activity performed by CCD agent,
each activity has been labelled with a different colour. Legend for colours assigned to each
activity is displayed at the top of the report as highlighted below:

Screenshot – Report Legend

Session Start – Represents the time when the CCD agent logged in to an extension of
Recorded Device.

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Not Ready – Represents the time duration when the CCD agent was not available to receive
a call.

Ready – Represents the time duration when the CCD agent was not on call/busy and was
available to receive a call.

Busy – Represents the time duration when the CCD agent was busy in calls.

Working After Call – Represents the time duration when the CCD agent was working on call
wrap up.

Session End – Represents the time when the CCD agent logged off from an extension of
Recorded Device.

Idle Time – Represents the time duration when CCD agent was available to receive a new
call.

A user can view time spent on a specific activity by clicking on the colour icon assigned to
that particular activity from the legend.

In below screenshot statistics for all agent activities are displayed except for Session Start &
Busy activities by de-selecting these options from the legend menu as shown below:

Screenshot – Virtualization format

By default, all agent activities are displayed in the virtualization report format of Agent
Activity Analysis report.

6.4.1.2 Search Agents

Use this field to filter out virtualization report for any specific agent. Simply enter the name
of the CCD agent in this field and virtualization report will be updated with that particular
CCD agent’s activities for that particular time span.

6.4.1.3 From & To

Use these date and time fields to view Agent Activity Analysis report for a particular time
period within the time span for which this report was originally generated e.g. if you have

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 OmniPCX RECORD R2.5 – User Manual

generated Agent Activity Analysis report for 3 days spanning 4th December 2020 9:00 to 7th
December 2020 9:00, then these sub fields of From & To can only help you view this report
within this pre-set time span such as 5th December 2020 13:00 to 6th December 2020 3:00. If
you want to view report stats outside the pre-set time span then you need to re-generate
this report from the options section.

6.4.1.4 Report Drill Down Options

A user can drill down this report to view time spent on each activity by CCD Agents with the
option to scale this report up to a year and down to a fraction of second.

Following time scales are available to display agents’ activity data in virtualization report
format:
• Year
• Month
• Day
• Weekday
• Hours
• Minutes
• Seconds
• Milliseconds

Zoom in and zoom out options are available in the form of icons. Click on Zoom in
option if you want to reduce the time scale (from month to day or hours to minutes) or click
on Zoom Out option if you want to increase the time scale (from day to month or minutes to
hours) on virtualization report screen.

Note: You can also use zoom in and zoom out feature of your mouse to change the time
scale on virtualization report screen.

6.4.1.5 Horizontal Navigation Buttons

Time spent by CCD agents is displayed along x-axis in virtualization report. You can use
horizontal navigation buttons available in the form of icons to move the report in your
desired direction.

Note: You can also move this report in horizontal direction using your mouse. Press and hold
left-click and then move mouse in your desired direction.

6.4.1.6 Reset Button

Press reset button which is available in the form of icon if you want to reset the report to
its default state when it was originally generated. All the changes (zoom in, zoom out,
moved to left, changed time period etc.) will be reversed as soon as you press reset button.

6.4.1.7 Sample Report View

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Screenshot – Sample Report

6.4.2 Report Format

When generating Agent Activities Analysis report if you click on Report button then following
report is generated:

Screenshot – Report format

Report is displayed in three level of grouping: Extension Number, Name and Session Start
date. Each of these grouping levels have a separate row for better visibility.

Extension Number: Displays extension number of recorded device on which CCD Agent has
logged in.

IMPORTANT!! This is not the extension number assigned to the CCD agent.

Agent: Displays the name of CCD Agent. If no agent is associated with CCD agent extension
in OmniPCX RECORD, then No associated agent is displayed for that particular entry as
highlighted below:

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Screenshot – Report format

Session Start: There are two sub-columns. One displays the date when the CCD Agent logs in
while the other displays the time when CCD Agent logs in.

Session End column: Displays time when the CCD agents logs off.

Note: N/A is displayed in this column if an agent is still in an active session.

Busy Duration: Displays the total time duration when the CCD agent was busy in calls.

Idle Duration: Displays the total time duration when the CCD agent was available to receive
a new call.

Working After Call Duration: Displays the total time duration when the CCD agent was
working on call wrap up.

Note: Unlike visualization format, this format does not display information for Ready and
Not Ready status.

Note: This report is generated in a descending order with latest session details provided at
the start of the report

Note: In case an agent logs in multiple times on the same date then each session is
displayed as a separate entry for that same session start date.

Note: If session date is changed after midnight while a CCD agent was in an active session
then that particular session is displayed against the same date when the session started and
session end co

IMPORTANT!! If recording service is stopped or OXE connection is lost after a CCD agent logs
in then no agent activity will be displayed in the agent activity analysis report until the
connection is restored/service is restarted. Session End entry will be displayed when OXE
connection was lost/recording service was stopped. When the recording service is restarted
or OXE connection is restored then a new entry will be displayed in the session start column
and agent activity will be displayed from that point onwards.

In case of multiple pages of report, you can navigate to next, previous, first, last or any
particular page by using cursors displayed at the top of the report. You can also download
the report in PDF or Microsoft Excel format by clicking on the icon as highlighted below:

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Screenshot – Export Button

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 OmniPCX RECORD R2.5 – User Manual

7 Using OmniPCX RECORD (Multi-Groups Admin)

The OmniPCX RECORD user application also provides some additional features for
multi-groups admin. These features are accessed from the standard user interface,
but will only be displayed if the user has been configured as a Multi-Groups Admin
by the application administrator.

If you have been configured as a Multi-Groups Admin, your menu options will include
the following additional options:

o My Groups Admin Calls

Note: If you believe you should have access to the above features, but they are not
visible from on your left-hand menu, you should contact you administrator.

7.1 My Group Admin Calls

This is the screen that will allow you to search recorded calls of group admins
assigned to you and the agents of those group admins’ teams. Using the many
different filters permissible by the application; you will be able to find the call that
you are looking for more easily. When you click on this link, the following page
opens:

SCREENSHOT – Search Calls – Opening Page

7.1.1 Search for Calls

Here should look at the second portion of the page: Search for calls. In this section
you have various filters to narrow down your search results. These filter fields are
explained below:

Select a Team:

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This dropdown box lists the available teams. You can select the name of the team
whose call you are searching for. If you leave as the default, results are shown from
all existing teams.

Call Date and Time:

To make your selection easier for date and time, some presets are given in this
dropdown box. They are:

o Occurring Today
o Occurring Yesterday
o Occurring in past 1 Hour
o Occurring in past 4 Hours
o Occurring in past 7 Days
o Occurring in past 30 Days
o Occurring in past N Days
o Occurring in past N Minutes
o User Specified

If you select any of the first 6 in the list, there will not be any change in the screen
format. By if you select: Occurring in past N Days, then one more field is added as
given below, for you to specify the value for the variable “N”.

SCREENSHOT – Field qualifier for N days

Note: 9999 is the maximum value acceptable in Number of Days field.

If you select: Occurring in past N Minutes, then one more field is added as given
below, for you to specify the value for the number of minutes.

SCREENSHOT – FIELD QUALIFIER FOR N MINUTES

Note: 999999 is the maximum value acceptable in Number of Minutes field.

If you select the last item: User Specified, then also the screen would change as
given below, to accommodate you detailed specifications:

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SCREENSHOT – Field qualifier – user specifications

In this portion, you can specify from and to dates. For this purpose, you can use the
icon nearby entry box, which displays the calendar, or use the three dropdown
cells below to specify the date. You can choose whichever is convenient to you.

Speech Analytics:

This field will show you the speech analytics options in a dropdown list as follows:

o Silence
o Conversation with low voice
o Standard conversation
o Louder conversation

Please note that only those options will be available that are enabled on the speech
analytics page. Only one option from the dropdown list can be selected.

Other Criteria:

In this field, you have the following options:

o Archived Calls
o Call Direction
o Call Scored (if QM is enabled)
o Call Status
o Called By
o Called To
o Correlator ID
o Custom Fields
o Call Type
o Device
o Device Hang-up
o Duration
o Flag
o Global Call ID
o Notes
o Native Encrypted Calls
o PartyName
o Primary Node IP

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o ProACD
o Recording Interface
o Recording Parties
o Recording Rule
o Secondary Node IP
o Server ID
o Server Role
o Transcribed Calls
o Video Calls

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

The way you use this facility is slightly different from others previously mentioned.
You can select either none, or one or more criteria. The method of using this is as
follows:

9. Select the preferred criterion from the dropdown box

10. The button: displays at right.

11. Click on that Add button.

12. Entry box pertaining to the criterion for which you had clicked on Add, display
below

13. Likewise, you can add more than one criterion. The screenshot below shows
an example of multiple criterion that have been applied to the search

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SCREENSHOT – Other criteria qualifiers

If QM is enabled and Call scored criteria is selected then following drop down menu
is displayed:

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SCREENSHOT – call scored criteria qualifier

Note: A search option Range is available in Call Duration search criteria. This
option provides the facility to the user to search the calls for a given range in
minutes i.e. calls with a duration between 30 to 45 minutes.

Note: A option Range is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. For e.g. 3005,2145,5320 OR
2000 – 2150.

14. When you add a criterion, that criterion is removed from the dropdown box list
against Other Criteria.

15. At the right of each added entry box, you can find an “X” mark. When you
click on it, that entry box is removed, and the criterion to which it belongs, is
added back to the list against Other Criteria.

16. When you add a new criterion, (if required) you must provide details in the
adjacent box provided.

Criteria Matrix

Following is a list of generic criteria that are available for call search fields.

Criteria Description Applies to

Show Displays in the search Archived calls, video calls, device

results. hangup and no associated agents.

Hide Hides in the search results. Archived calls, video calls, device
hangup and no associated agents.

Starts with Search a field that starts Alphanumeric and numeric search
with a user defined value. fields.

Ends with Search a field that ends Alphanumeric and numeric search
with a user defined value. fields.

Contains Search a field that contains Alphanumeric and numeric search

a user defined value. fields.

Is exactly Search a field that exactly Alphanumeric and numeric search

matches with a user fields.
defined value.

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Not starts with Search a field that does not Alphanumeric and numeric search
start with a user defined fields.
value.

Not ends with Search a field that does not Alphanumeric and numeric search
end with a user defined fields.
value.

Not contains Search a field that does not Alphanumeric and numeric search
contain a user defined fields.
value.

Not exactly Search a field that is not an Alphanumeric and numeric search
exact match with a user fields.
defined value.

Inbound Search records where call Call direction search field only.
direction is inbound.

Outbound Search records where call Call direction search field only.
direction is outbound.

Less than Search records where call Call duration search field only.
duration is less than the
user defined value.

Equal to Search records where call Call duration search field only.
duration is equal to the
user defined value.

Greater than Search records where call Call duration search field only.
duration is greater than the
user defined value.

Range Search records where call For call duration, the value is in
duration is in a range minutes.
defined by the user.
For device, the value is a range of
device numbers.

Internal Search records where call Call type search field only.
type is internal.

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External Search records where call Call type search field only.
type is external.

Note: Search criteria option ‘Virtual Device’ is available under Recording

Interface.

Note: Trunk Group and Channel are now available in other search criteria. These
options provides the facility to the user to search the calls according to a specific
trunk group and channel.

Note: Search criteria option ‘SIP Trunk’ is available under Recording Interface that
will return a list of all the DiDs created on SIP Trunk page and it will fetch the list
of calls where selected DiD exists in either Called By or Called To column. Also,
Recording Rules criteria is also available but it will only be visible if there are
system or user level filters created in the system.

Note: Search criteria Range is available in Duration search criteria. This option
provides the facility to the user to search the calls for a given range in minutes
i.e. calls with a duration between 30 to 45 minutes.

Note: Range option is available in Device search criteria. This option provides the
facility to the user to search the calls for multiple devices. The device number
values can be comma separated or a range with a – sign. E.g. 3005,2145,5320 OR
2000 – 2150.

Note: Search criteria option ‘Trunk’ is available under Recording Interface to

search trunk calls. Please note that this option will work only with calls recorded
using OmniPCX RECORD Trunk Recorder release 2.3.0.24 onwards.

Note: The caption of criteria option “Screen Capture Calls” has been replaced
with caption “Video Calls” as the system records both screen capture calls and SIP
video calls.

Note: Recording Interface is available in other search criteria. This option provides
the facility to the user to search the calls according to it’s recording interface i.e.
IPDR, DR-Link, IP Attendant or SIP calls. Please note that this option will work only
with calls recorded using OmniPCX RECORD release 2.3.0.23 onwards.

Note: Party name displays name of the person who called a particular agent. In
case of an internal call, name of calling agent is displayed in this field but in case
of an external call, this field is populated by a name provided by OXE.

Note: “ProACD” represents the calls recorded on the device that was used by a
CCD Agent.

Note: System Level Filters and User Level Filters are both available in recording
rules criteria.

Note: SIPREC is available under Device search criteria.

Note: Call scored criteria can search calls that are Scored or Unscored.

Note: Native encrypted calls criteria can search calls that were recorded using OXE
native encryption.

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Note: Transcribed calls criteria can search calls that are transcribed or not
transcribed by Amazon Transcribe. Calls with unable to transcribe status will be
displayed when Show option is selected.

Note: Recording Parties criteria can search calls that are recorded with multiple
files for each recording party. You can choose to hide or display these specific calls
using this Other Criteria.

Order By:

The ‘Order by’ option allows you to order the recordings that are returned by your
search criteria. There are several options for sorting the recordings and these are as
followings:

o Call Date
o Device
o Global Call ID
o Called by
o Called to

Note: The ‘Called To’ field contains the OXE translated ‘Called
Number’. Please refer to the relevant OXE programming guide for
more detail on number translation.”

o Call Duration
o Agent Name
o Server
o Correlator ID
o Server ID
o Channel
o Call Scored (if QM is enabled)
o Board
o Trunk Group
o Equipment
o Recording Filter
o ProACD
o Party Name

Additionally, the recordings can also be sorted as follows:

o Descending
o Ascending

Results per page:

Default value is: 10. Available choices: 10, 20, 30, 40, 50.

Show:

You can manually key in this value. The Default is 100%. This will be of use, when
you have too many calls displayed for 100% display.

Once you have given all the details as detailed above, you can check how many
entries will be returned from this selection. To do so, click on the button: Count

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Results at the bottom centre of the page. Immediately, to the right of that button,
the total number of qualifying entries displays at the right of that button as below:

Select Columns:

Choose the information that you would like to display as part of every result row. To
do this, select the required field from the ‘Available’ list box on the left and move
the field to the ‘Assigned’ list box on the right by using the arrow buttons. All fields
placed in the ‘Assigned’ list box will be displayed for every result row that is
returned by the search criteria.

Screenshot – Select Display Columns

Note: Speech Analytics is available in the list under Available column. This will
display speech characteristics against each call in the grid as follows:

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Speech characteristics in a call are symbolized by the following icons:

Represents silence

Represents conversation in low voice

Represents standard conversation

Represents louder conversation

Note: Recording Filter is available in the list under Available column. This will
display a rule name for which a call is recorded as follows:

Note: With the introduction Trunk Group identification implementation, Board,

Trunk Group and Equipment fields will be in the list under Available column.

Note: With the introduction of ISDN Trunk Recording functionality, a field

“Channel” will be in the list under Available column. The information under this
field is only relevant for calls recorded with Trunk Recorder.

Note: If you have no custom fields available and need to be able to search on them,
you will first need to make your custom fields searchable. To do this, review the
section of this document labelled: Custom Search Fields.

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To view the actual results, click on the Search button. Below is a sample view of
the search results:

SCREENSHOT – List of Recorded Calls

Note: The number of calls displayed in search results will not be updated
automatically. User has to apply search criteria from Search Calls page in order to
update the call records.

Note: Scored option is available in the list under Available column only if QM is
enabled. This will display scorecard against each scored call in the grid as follows:

If you click on icon, you will be navigated to the scorecard of that particular call
in Quality Monitor as shown below:

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Any unscored call can be scored by a Multi-Groups Admin right from the call
searches through Call options menu. Following menu of call options opens up when
you click on icon:

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By selecting Score this Call option, a you are taken to QM where he/she can easily
score the call according to required questionnaire as shown below:

Note: Search results can be grouped based on the following options:

• Global Call ID
• Correlator ID
• Channel
• None

To use this option, click on icon and a menu will be displayed as follows:

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Once you select any option (Globald Call ID, Correlator ID or Channel) from this
menu, the related records will be displayed in a grid under the parent record.

Although, these child record will have the same format as the parent record but
there are certain options that will not work. These options are as follows:

• Play All
• Play Selected
• Download Selected Files
• Email File

The above options will work with parent records ONLY.

To close a child grid, click on parent icon and select None as displayed below:

Note: The listed recordings can be re-sorted in Ascending or Descending order by

clicking on the column header.

Note: Please note that the columns in the search result grid will adjust themselves
automatically according to the available space and number of selected columns.
Also the width of the columns in the search grid can be adjusted manually by
placing the mouse pointer at the start of a column, press & hold the mouse button
and drag right or left to adjust the width of the column. The column adjustments
will be saved in the cookies for the current session and will be reset once the
session is closed.

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Note: Previously, a question mark ? icon was displayed for both internal and
external SIP not on DR-Link calls. Now, all SIP not on DR-Link calls will have the
same icons as they are being displayed for IPDR and DR-Link calls.

Note: Once your search results have been returned, you can play & manage the calls
using the same methods described under section Call options.

Note: Please note that the columns in the search result grid will adjust themselves
automatically according to the available space and number of selected columns.

7.1.2 Search & Listen Live Calls

Multi-Groups admins can listen to calls of group admins assigned to them and agents
that of those group admins. A large number of live calls can be in progress at a
given time making it difficult to identify the live calls that they want to listen.
Multi-Groups Admin can filter live calls by providing appropriate criteria on My
Groups Admin Calls page.

Note: A Live call can be listened by multiple multi-groups admins and it will be
considered a single listening session. Maximum 5 listening sessions are allowed for
live calls.

IMPORTANT!! Silent Monitor licenses are mandatory to search and listen to live
calls. This functionality will not be available during the trial period of silence
monitor license.

Once appropriate search criteria are selected, a multi-groups admin must click on
Search Live Call button as highlighted below:

Following screen will be displayed containing all the Live calls that fulfil the applied
search criteria:

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To the left of each entry will be the icon, which you can click to show more
options in a pop-up window. The options available are explained below:

When you click Play option following screen is displayed:

Screenshot – Playing Live call

Note: Live calls start playing from the beginning and you can move the play head on
buffering bar manually to listen a live call from their desired point.

Note: In case of video calls, only audio conversation can be listened.

IMPORTANT!! Listening to live calls is dependent on analytics service.

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Call Information can be hidden by either clicking on icon in the top right corner

of OmniPCX RECORD Player or by clicking on icon as highlighted below:

Screenshot – Playing Live call with call information displayed

Hidden call information can be re-displayed by clicking on the same icons.

Screenshot – Playing Live call with call information hidden

Player Controls

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Player Controls are limited in a Live Call as compared to call playback of a recorded
call. But still a multi-groups admin can perform following actions on OmniPCX
RECORD Player in case of live calls:

• Control Volume of call

• Move playhead on buffering bar
• Rewind/Forward a Call
• Increase/Decrease call speed
• Pause & Play a Call
• Stop a Call

Note: Actions performed via player controls in Live Calls section will have no impact
on the calls in progress e.g. pressing pause in Live calls section will not pause the
call between the users.

Notes

A multi-groups admin can add their own notes to a live call. This action can be
performed by clicking on the Notes icon displayed in the live call search results as
highlighted below:

Following drop down menu will be displayed:

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To add notes click on Add Notes. Once you have added a note to a call, you can
view the notes, using the View Notes option. Use Email Notes option in this menu to
email the notes of the selected call. You can also download notes by clicking on
Download Notes option.

During a live call, a user can also check how many times a call was put on hold and
when it was retrieved. Please click on the Notes icon displayed in the call
information section of OmniPCX RECORD Player and it will display the information as
follows:

Flags

A multi-groups admin can also assign single or multiple call flags to a call in live
calls search results. To do this, click the Flag icon as highlighted below:

Following drop down menu will be displayed:

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Once you have chosen your desired flag it will be displayed in the search results grid
and call information section. If you want to assign more than one flag to a call then
click on the Flag icon again and choose appropriate flag.

Note: Please note that only one flag can be added at a time. Also, same flag cannot
be added again.

A multi-groups admin can end listening a live call by clicking on the icon
displayed in the top right corner as highlighted below:

Note: If multiple group admins/multiple groups admins are listening the same live
call and a groups admin/multi-groups admin closes that live call then other group
admins/multi-groups admins cannot listen that live call from that point onwards.
However, they can listen to the same call by playing it from the live calls search
grid.

Note: If a live call is hanged up while a multi-groups admin was listening it then
that call will not disappear from OmniPCX RECORD Player for the next 30 minutes.
After that, the recorded call can be listened from search call results.

7.1.3 My Searches

Once you have created a search criterion using multiple search filters, you might
want to save it as a template for later use. You can do this by using

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button available at the bottom right corner of this section. Following window
appears when you press this button:

Screenshot – Saving Search Criteria

First, provide a name for the saved search and click Save Search

Your Saved Search is now displayed under Search Calls (See Below). This will enable
you to view the results immediately, without having to rebuild the criteria.

Screenshot – My Searches

To execute any of your saved searches, simply click on them. To see the number of
calls matching a saved search, click on button to the right of the entry and
updated number of calls will be displayed as shown below:

Note: Whenever Search Calls page is accessed, call count will be displayed as [-
Call(s)] by default for each saved search criteria. You will have to press button
to see updated call count and it can take a few moments before this count is
displayed.

To create a copy of a saved search, click on icon. Following popup will be

displayed:

Click on OK Button and you will see the copy of your saved search in My Searches as
shown below:

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The copy of saved search will have the exact same values for search criteria as the
original saved search.

To edit values of search criteria in a saved search, click on icon. All the fields in
Search for Calls section will display the stored values for that particular saved
search when you click on icon as highlighted below:

Once you have made the necessary changes, click on button

displayed at the bottom of the page.

To remove a saved search, click the button to the right of the entry. In case of a
shared saved search, this button will be disabled for other team members as only
the user who has saved a call search can remove it.

IMPORTANT!! If you have saved any search with notes string criteria then after
changing the language in OmniPCX RECORD you will have to delete the previous
saved searches with notes criteria.

Note: Saved searches can include criteria that require manual input of data (called to,
called by etc) even if no values are provided for these criteria.

7.1.4 Help Section

Users can access a help section for call search and call search results pages. This section
guides users about different search criteria and call play options.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 185/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

In order to access Help section for search calls screen, click on the icon available in the
top-right corner and click on the Help option as highlighted below:

Screenshot – Search Calls

Following pop-up window is displayed:

Screenshot – Help

In order to access Help section related to call search results, click on the icon available in
the top-right corner and click on the Help option as highlighted below:

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 186/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

Screenshot – Search Calls

Following screen is displayed:

Screenshot – Help

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 187/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

8 Console Recording Agent

8.1 Configuration
Once you have installed the OmniPCX Console Recording Agent (See installation
Guide), the application icon will appear on your desktop. Double click the icon and
the application will appear in your PC’s System tray (See below)

In case, if you are not logged in as an administrator, then right click the application
icon and click Run As, as shown below:

Following screen will appear, select Administrator provide the password and click
OK.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 188/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

1. Now, you need to open the configuration Window. To do this Right Click on
the icon appearing in the PC tray and select “Configuration” from the popup
menu as shown below and the configuration Window will be displayed.

2. The configuration window is used to specify the following parameters:

Enable RTP Re-Direction Mode

Click this checkbox only if you are using a softphone (IPDSP)

Network Adapter
This dropdown will be enabled once Enable RTP Re-Direction Mode checkbox is
checked.

Primary Server
IP address of the primary server

Secondary Server
IP Address of the secondary server

Attendant
Physical directory number configured in OXE.

Associated Phone Extension

Extension number of the phone.

Logging
Enable/disable creation of log files.

Click Save.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 189/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

3. Once you have provided the appropriate configuration details, you will need to
start the service. To start the service, Right Click on the application icon and
from the popup menu Click Start Service

4. Once the OmniPCX Console Recording Agent is connected, the Application Icon
will turn green (See Above). This indicates that the service is running and that
calls for the designated attendant will be now recorded.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 190/191
of Nokia used under license by ALE. All rights reserved.
 OmniPCX RECORD R2.5 – User Manual

www.al-enterprise.com

The Alcatel-Lucent name and logo are trademarks of Nokia used under license by
ALE. To view other trademarks used by affiliated companies of ALE Holding, visit:
www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks
are the property of their respective owners. The information presented is subject
to change without notice. Neither ALE Holding nor any of its affiliates assumes any
responsibility for inaccuracies contained herein.

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50167 Ed.63 Page 191/191
of Nokia used under license by ALE. All rights reserved.