CT Recording Solutions R5 - User Manual v5.8

USER MANUAL
Release 5.4.0
Version: 5.8
Date: October 2009
Reference: CT-07-R5-UM-GS
© 2009 All rights reserved. Nothing of this document may be duplicated and/or
made public by means of print, photocopy, microfilm or any other means without
prior written consent of CyberTech B.V., The Netherlands.
Content
1 Introduction ......................................................... 4
2 User interface ...................................................... 5
3 General system overview ..................................... 7
4 System installation ............................................. 10
5 User administration ............................................ 11

5.1 Users ................................................................................ 11
5.1.1 Export or print user details..................................... 12
5.1.2 Edit or add user...................................................... 16
5.1.3 Creation of a Last Call Replay user ........................ 22
5.1.4 Individual access permissions ................................ 24
5.1.5 Call permissions ..................................................... 28
5.2 User groups ...................................................................... 31
5.2.1 Edit or add user group ........................................... 32
5.2.2 Group access permissions, roup call permissions . 32
5.3 Coverage ......................................................................... 34
5.3.1 Edit or add a coverage .......................................... 35
6 System status .................................................... 39

6.1 General info ..................................................................... 39
6.1.1 Copy general info to clipboard for maintenance... 39
6.2 Recorder storage ............................................................. 40
User Manual – Release 5 2

6.3 Media management ......................................................... 43
6.4 Alarm status ..................................................................... 44
6.5 Alarm history .................................................................... 46
6.6 Audit Trail......................................................................... 47
6.7 Channel Overview ............................................................ 49
6.7.1 Channel properties ................................................ 49
6.7.2 Real-time channel playback ................................... 50
7 Recorded calls ................................................... 51

7.1 Call search ........................................................................ 51
7.1.1 Search form ............................................................ 51
7.1.2 Stored search queries ............................................ 54
7.2 Column selection ............................................................. 55
7.3 Calls listing ....................................................................... 56
7.3.1 Search results ......................................................... 56
7.3.2 Audio player ........................................................... 58
7.3.3 Screen recording .................................................... 59
7.3.4 Call details .............................................................. 61
7.4 Calls statistics ................................................................... 63
7.4.1 Reporting inputs..................................................... 64
7.4.2 Drill down reporting – Average Call length ........... 65
7.4.3 Calls per user/channel ............................................ 68
7.4.4 Hours on call per user/channel .............................. 69
7.4.5 Utilisation per hour of the day ............................... 70
7.4.6 Exporting reports ................................................... 71

1 Introduction
The CyberTech (CT) Recording Solution is a server based
recording system for storing voice calls and associated data. This
manual describes the CT Recording Solution user software, which
is intended to enable you to find and play recorded calls. The
program runs on the Recording System (web server) itself, and is
not installed locally. You log onto the application via Microsoft
Internet Explorer (v5.5 or above). Individual rights can be
allocated to each user, which means the system administrator can
control the calls and features available to every other user.
A call can be easily found again later, due to the advanced search
function. A search can be performed on the basis of various
criteria such as date, call duration, user, text from the call notes
and number called.
There is also a blacklist on which phone numbers may be placed
for which calls are not recorded. In this way it is possible to
exclude private numbers from recording.
The software is designed in such a way that an experienced
windows user should have no difficulties in using it. In addition,
help texts are available to provide clarification. The ‘User
administration’ section deserves special attention, as the ‘user’s
intuition’ will need some support for this topic.
For use of the program, you are assumed to have a basic
knowledge of Microsoft Windows. The user application works
best with Microsoft Internet Explorer version 6.0 or higher.

2 User interface
The layout of the interface is very simple and works intuitively. To
access the CT Recording Solution, open Internet Explorer and
then type in the IP address of the voice recorder computer into
the address bar (or http://localhost if accessing from the recorder
itself). This will open the logon page of the user interface as
shown below. This can, of course, be set up as a “ roup ite”
Main Administration log on

To log on, use the user name and password provided to you by
your system administrator. Enter the user name and password
then press the [>] button or ‘Enter’ to log on to the CT Recording
Solution. The particular start page shown depends on the user
settings but will be the “My Account” page by default.
Flexible Seat log on
If a user account is configured for free seating agent, the ‘Flexible
Seat’ menu is visible and can be selected. The user logs on to the
recording system using his user name and password. The
recorder will automatically link the user name to the appropriate
channel on the recorder. All calls made on this channel will now
contain the right user name and extension, until the user logs off.
When logging on as free seating user, the IP-address or PC name
of the agent PC is matched with the recorder channel
configuration. The recorder checks if this IP-address or PC name
is linked to one of the free-seating channels. If so, this channel is
assigned as the channel for the user. All calls on this channel will
now contain the settings for this user.

My Account
The My Account menu allows each user to change some of his

own settings. By default, this screen is shown directly after logon.
Settings that can be changed are:
• Password
• First name / Last name
• Email address
• Default search query and column selection
• Auto start playback when selecting a call
• Language selected for this user
All other settings are only displayed and cannot be changed via
this screen.
The last successful login date and time for the user is visible in the
system messages line. Example:
”Last successful logon for service was on 07 November 2007 09:48:28. Contact you security administrator if this information is
incorrect.”

3 General system overview
The program is made up of various menus and submenus. The
minimum screen resolution for correct display is 1024x768. The
rights granted to you determine which menus and submenus are
visible on your screen. The figure shown below is what you see if
you have full rights.
A=Menus
B=Action buttons
C=Sub-Menus
After you have logged on, the upper part of your screen shows a
number of tabs that will give you access to the various parts of
the program. The menus you will see depend on your access
rights. With full access rights, the menus are:
• My account
• System installation
• System configuration
• User administration
• System status
• Recorded calls
• Quit

If you click on one of the menu tabs, the corresponding submenu
tabs will be shown. For example, clicking “user administration”
will display the following submenus:
• Users
• User groups
• Coverages
In the submenus there are several “action buttons” as shown
below. When the mouse cursor is resting over a button, a text
prompt will appear explaining what the button is used for.
Available action buttons are:
Mail
Force backup
Re-archive / Re-fetch
Copy to clipboard
Add
Change language ½
Column selection
Records per page selection
Edit
Detailed information
Reset
Format
Remove
Rights

The Status Bar at the bottom of the screen shows system
messages. There are 3 types of messages:
1. GREEN: Basic messages. For example ‘Record updated’ on
successful configuration changes. Green messages
2. YELLOW BLINKING: Warning messages. For example if the

number of calls per search action is limited to 1000 and the
search action returns more results, a warning is generated to
tell the user there are more results but only 1000 calls are
shown.
Yellow messages
3. RED BLINKING, Error messages. For example an incorrect

configuration value is entered; the configuration cannot be
saved. The maintenance manual contains a list of possible
error messages.
Red messages
In the following chapters the various menus and submenus are

explained in detail.

4 System installation
The system installation menu will be available only to the
installation engineers and the system administrators. This menu is
in detail described in the CT Recording Solution – Installation
Manual.

5 User administration
Various user groups can use the recorder software. Each group
has its own characteristics. A group of agents in a call centre for
instance, will use the program primarily to play their own calls and
add notes to their own calls. The administrators of the CT
Recording Solution system will be primarily concerned with
specifying the settings for these various users.
Users can be allocated to various groups to simplify the
administration. Group rights are dynamically bound to users in
the group. If group rights are changed, all users in this group will
adopt the new settings.
For complex call access rights, a “coverage” can be defined.
Coverage is a list of users, channels and extension to which
access given. In this way, complex call access is defined once, but
used by many users.
5.1 Users
Clicking the [user administration] menu tab shows you a menu
that provides a summary of all users and their settings. This menu
has three submenu tabs; users, user groups and coverages.

The User submenu shows the following details:
• User ID
• User name
• First name
• Last name
• Seating, Fixed seating, Free seating or no seat defined
• Channel, Channel number and alias name.
• Extension
• Member of Group
• <controls>
Edit user Details
Edit user Permissions
Delete user
5.1.1 Export or print user details

User details and permissions can be exported to a csv-file
(comma separated variable file). This exported file can then be
used in programs such as Microsoft Excel. To export details, first
click on the button.

The “user picker” will now be shown. Select the users to export.
By clicking in the tick boxes, you may include both the User
Details and User Permissions to the exported file. The output
format contains the following comma separated columns.
Columns when User Details are included:
“User id” (= User ID in CyberTech Recording System)

“User name”
“First name”
“Last name”
“Email addresses”
“Seating”
“Channel”
“Free seating extension”
“Group”
“User language”
“Application access”
“User should change password at next logon”
“User account expiration time”
“Number of login attempts allowed”
“Login attempts exceeded behaviour”
“User account expiration time”
“User account expired behaviour”

Columns when User Permissions are included
Values are: Grant access

Deny access
Inherit setting from user’s group: […]
“Access permissions my settings”
“Access permissions global settings”
“Access permissions settings per recorder”
“Access permissions locations”
“Access permissions archive rules”
“Access permissions archive schedule”
“Access permissions database fields”
“Access permissions labels”
“Access permissions channels”
“Access permissions channel groups”
“Access permissions channel alarms”
“Access permissions record / censure list”
“Access permissions alarm profiles”
“Access permissions users”
“Access permissions user groups”
“Access permissions coverages”
“Access permissions general info”
“Access permissions recorder status”
“Access permissions media management”
“Access permissions channel overview”
“Access permissions alarm status”
“Access permissions alarm history”
“Access permissions audit trail”
“Access permissions calls search”
“Access permissions column selection”
“Access permissions calls listing”
Values are: Not allowed

Inherit from settings from user’s group: [...]
Allowed for the calls in the coverage: […]
“Access calls”
“Play calls”
“Edit call remarks”
“Change marks afterwards”
“Download calls”
“Mail calls”
“Restore calls”
“View call’s audit trail”

“Channel properties”
“Realtime playback”
The exported format could be imported to Excel for further use.

5.1.2 Edit or add user
In the user submenu display you will find the button ‘Add
user account’.
This button lets you create a new user. The fields which you have
to fill in are the same as the ones in the “edit user account”
function, which is opened by clicking on the pencil icon ( ). If
you have sufficient rights, you will see these functions at the end
of each row:
The “edit user” and “add account” buttons show the following at
the bottom of the screen.
Depending on the additional modules installed (such as Evaluate

or Replay to Phone) more user details and/or security settings
may be available. Check the additional module manual for more
information about these settings.

The following user details can be defined for the account:
Username, password
Username and password for this user to logon to the web
interface. While the user is able to change his password
afterwards using the My Account menu, the username can only
be set up here. The supported characters for a username are all
ASCI characters, except the following:
• + (plus)
• , (comma)
• / (slash mark)
• : (colon)
• ; (semicolon)
• < (less than sign)
• = (equal mark)
• > (greater than sign)
• ? (question mark)
• [ (square bracket, open)
• ] (square bracket, close)
• | (vertical bar)
• " (double quotation mark)
• ' (single quotation mark)
First name and last name
Full name is shown in the calls page and in group definitions.
Mail address
The mail address to be given as the “from-address” when
emailing a call via the web interface. If passwords are
automatically generated, this email address is used to send new
password information to.
Seating
This is whether the workstation is fixed (user attached to channel),
free seating (user attached to extension number) or no seat (E.g.
administrator without recorded phone).

Fixed seating channel
In the case of a fixed workstation, you must also indicate the
channel number. Only the channel numbers which are still
available can be chosen.
Free seating extension
In the case of a flexible (free seating) workstation you can also
attach an extension number to the user. This setting is also used
for a flexible workstation where the IP address of a workstation
corresponds to a recorder channel. As soon as the user logs on to
the recorder using the ‘flexible seat’ logon, the corresponding
recorder channel is attached to this user.
Group
The group to which the user belongs. The user will usually inherit
rights from this group unless changed in the individual User
permissions. Group rights are dynamically linked to users, so
when subsequently changing these group rights, all linked users
will inherit the new rights setting. The groups shown are
determined by individual user permissions in the setting ‘User
Details Scope’.
User Language
The web interface language for this user.
Default search queries and call listing views can be defined for
each user.
Default search query

When visiting the search page the default search query will be
shown. If the user navigates directly to the call listing page, this is
the search which will be done and the results shown in the calls

list. The selection dropdown contains all stored and shared
queries.
Default calls listing view
The calls listing page will show the columns organised in the
order specified by the default setting. The selection dropdown
contains all stored and shared views.
Autostart playback
Enabling this option will result in automatic playback when
selecting a call in the calls list. If the option is disabled, the ‘play’
button in the audio player must be used to replay a call.
Each user account has the following configurable security

settings.
Application access
This defines the access to the web interface. If the user account
expires or the user has had too many invalid passwords attempts,
the account is disabled and access is set to ‘Access denied’.
User authentication method
This specifies how the user is authenticated of at logon. Options
are:
- System authentication (default)
- Domain authentication
Choosing the ‘System authentication’ method will force a user to
log onto the interface using password authentication. The user

account password is defined in the CT Recording Solution
application and stored encrypted in the database. All password
settings such as ‘Password expiration date’, ’User account
expiration time’, ‘User account expired behaviour’ are available
and handled locally.
Choosing the ‘Domain authentication’ method simplifies the
password policy restrictions for users. The password for a user
account is no longer stored in the CT Recording Solution
database but is verified in the customer’s Domain. To be able to
use this functionality the recorder must be configured to be in the
same domain as (or at least a domain with access to) the users
who need to be authenticated.
In order to logon to the recorder application, the user ID must

exist in the CT Recording Solution user list AND in the customer
domain. If the user exists as a CT Recording Solution user, they
are verified (authenticated) in the customer domain with their
username and password. If domain authentication is successful,
the user gets access to the CT Recording Solution system.
Note 1: When storing a user account, the recorder could
generate a warning indicating the user could not be found in the
domain. Depending on customer hardening, it might not be
possible to check is accounts exist however domain
authentication is still possible. If this warning appears, still test the
account by asking the user to logon using its username and
password. The domain to authenticate users in, needs to be
configured in the Global Setting menu to use this functionality.
Note 2: The maximum number of failing login attempts is still
configured in the CT Recording Solution. If the user has too many
failed logons, their CT Recording Solution account will be
disabled. This will not affect their domain account.
Passwords are maintained fully in the customer domain. If a user
needs to change their password, they will have to change it via
Windows. The benefit of using domain authentication is the
domain password policies for formatting and reuse are applied.

Password
Login Password for the user. If ‘Generate user passwords
automatically’ has been selected in the Global Settings, this
password is automatically generated by the system and emailed
to the user’s email address. Press the button ‘Auto-generate a
new user password and send it to the user’, and a new password
is generated and emailed. If the User authentication method is
set to ‘Domain authentication’ the password input fields will be
disabled.
User must change password at next login
At the next login after typing the current password, the user is
forced to change their password to a new one.
Password expiration time

When passwords expire, users will be forced to create a new
password at their next login. The expiry time will be reset at every
password change.
Number of login attempts allowed
The number of consecutive invalid password attempts allowed. If
a correct password is given, the counter is reset. When the
number of invalid attempts is exceeded, the account is disabled
in accordance with the rule defined in ‘Login attempt exceeded
behaviour’.
Login attempt exceeded behaviour
This defines what happens if the ‘Number of login attempts
allowed’ is exceeded. Options are: ‘Disable account for 15
minutes’ or ‘Disable account’. Disabled accounts can be re-
enabled by users/administrators with the relevant ‘User Details
Scope’ access permissions. The blocked user’s ‘Application
access’ parameter is set to ‘Access denied’.
User account expiration date
If a user does not login into their account within the time period
set, the account will be removed or disabled.

User account expiration behaviour
This defines what happens if the account expiration date is
reached. The options are ‘Disable account’ or ‘Delete account’.
5.1.3 Creation of a Last Call Replay user

By using a combination of features, a “Last Call Replay” user can
be created:
• “Last x hours” created as a search query (see paragraph
7.1.1)
• “Auto-refresh” set up to fetch the latest results in the calls
listing display(see paragraph 7.3.1)
These setting can then be applied to a user account. By denying

access to the “calls search” page and giving the user only access
to the “calls listing” page, access can be restricted to calls within
a set period of time, e.g. 4 hours.
Example:
To create a ‘LCR’ user that has access only to their own calls,
recorded during the last 4 hours.
1. Go to the page “recorded calls” -> “calls search”
2. Open the collapse “Date span”, choose “Calls made last x

hours” and enter: 4
3. Store the query, ensuring the “share this query” check box is
ticked:

4. Go to the page “recorded calls” -> “columns selection”
5. Store a view with the “Auto refresh interval” set to 60 sec,

again with “share query” ticked:
6. Go to the page “user administration” -> “users” and create a

new user by clicking on the “Add user account” button (+
symbol)
7. Complete all the user details and security settings:

Then in the call preferences window;
- Select “Calls made last 4 hours” as default search

query
- Select “Default view with 60 sec. refresh” as default
calls listing view

8. Save the user, then open the Permissions page for the user
group (or individual permissions for a specific user account)
and deny access to “calls search”:
9. Then save the permission changes, this new user is now set
for “Last Call Replay” only.
5.1.4 Individual access permissions

If you press the ‘permissions’ button you will see all the
possible settings for this user at the bottom of the screen.
The left side of the window shows the access permissions and the
right side shows call permissions. By default, permissions are
defined by the user group the user belongs to; ‘inherit settings
from user’s group….’. Access permissions specify the menus and
submenus the user has access to. Thus a user can be given access
rights overriding the user group settings by submenu. In this way,
system settings, user settings, etc. can be made accessible. In
addition to the menu access settings under “user administration”
you will find 3 additional fields: ‘User type’, ‘User details scope’
and ‘User permissions scope’. These can be used to control which
user accounts/permissions an individual has access to. Depending
on the modules installed (such as assessment), more permissions
may be available. Check the additional module manual for more
information about these permissions.

For each setting there are three possibilities: ‘deny access’,
‘inherit right setting from user group’ and ‘grant access’. The
settings are divided into menu groups. For each menu group, all
the settings can be changed at once via ‘set all to’
deny/inherit/grant.
Access to a menu/submenu will provide the user with particular
abilities. A description of each follows:
MY ACCOUNT
Allows the user to change their password, first/lat name and email
address.
SYSTEM INSTALLATION
Access to the submenu items in the system installation menu is
provided for system installers. Options are for access to archive
administration tools and detailed recorder installation options.

SYSTEM CONFIGURATION
Access to the submenu items in the system configuration menu is
provided for system administrators. Access can be given for
channel administration, to the censure list and alarm profiles.
USER ADMINISTRATION
Access to the submenu items in the user administration menu will
permit users to add or modify users.
Apart from menu access to the submenus: Users, User groups

and Coverages, a number of extra configuration options are
shown.
User type
The user type can be “Maker”, “Checker” or both.
• The Maker role allows the user to create accounts within their
“user details scope”, however the user is not able to ENABLE

these accounts. (The user is not able to change the
‘Application access’ setting).
• The Checker role allows the user to ENABLE accounts within
their “user details scope” by using the ‘Application access’
settings. However, the user is not able to change any account
permissions or details.
User Details Scope

This specifies the user groups visible to this account. The user is
only allowed to edit user details for users within these groups.
User Permissions Scope

This specifies the groups within which the user is allowed to edit
individual user permissions. The groups MUST also be
configured in the User Details Scope. If this setting is left blank
the user will not be able to change any individual permissions.
SYSTEM STATUS
Access to the system status menu is required by any user who
needs to be able to check system information, health and alarm
status.
The media management menu allows users to print archive media
labels, once an archive disk has been finished. The audit trail
menu allows users to trace system access, configuration and call
playback.

EVALUATION
Evaluation access is only available if an Evaluation license has
been installed in the CT Recording Solution. Evaluation menus
and access permissions are further described in the Evaluation
manual.
RECORDED CALLS
Access to the various submenu items will normally be given to all
users who need to be able to search for and play recorded calls.
5.1.5 Call permissions

If you press the ‘permissions’ button you will see all the possible
settings for the user at the bottom right of the screen. The call
permissions determine a user’s access to recorded calls. A user
can be given access to calls set by different coverages. The
different call access options which can be set are: Play, edit notes,
email calls, etc. The number of call permissions varies depending
on the modules installed (such as “Replay to Phone”). Individual
module manuals will provide information about these
permissions.
RECORDED CALLS

Recorded call access for the user account can be set with the
following values;
- Not allowed
- Inherit from settings from user’s group: [...]
- Allowed for the calls in the coverage: […]
Access calls
This gives access to the call information only but all additional
‘recorded calls’ access permissions depend on this configuration.
If the user does not have access to a call’s information, the
additional access permissions will be irrelevant.
Play calls
This allows the user to replay calls, provided they are within the
‘Access calls’ configuration.
Edit remarks
Gives the user the right to add text remarks to the calls.
Change marks afterwards
Allows the user to change call marks through the web interface.
Calls are commonly marked using a function key pressed during a
call. This right will allow the user to override this mark afterwards.
Download calls
Allows the user to download the call from the recorder to a file on
the local computer using the web interface.

Mail calls
Allows the user to email the call to someone else, using the web
interface.
Delete calls
If applicable, this will allow the user to delete a call from the
recorder. When deleting a call the user is given the choice to
delete the call audio and data, or to only delete the call audio. If
the latter option is used the call will remain visible in the recorder
but will no longer be able to be replayed.
Note:
The complete call delete functionality can be disabled on installation. When
installing the CT Recording Solution software, a choice is made whether deleting
calls is allowed. If not, all rights and menu items involving call deletion are
removed.
Restore calls
This will allow the user to restore archived calls from archive
media.
View call’s audit trail
This allows the user to view the audit trail for the call selected.
CHANNEL OVERVIEW
The same access type as for calls is also possible for the real-time
channel overview. Access is given to various channels defined
through “coverages”.
Channel properties
Allows the user to change channel properties such as: disable,
enable or enable a channel for a period of time. The channel

properties can be changed in the channel overview screen
(System Status->Channel overview). The user must have access
permissions for this channel overview menu.
Real-time playback
Allow the user to listen in on a call in progress.
Real-time play of calls in progress is accessible in 2 ways:
• Via the channel overview screen (System Status->Channel
overview). The user must have access permissions for the
channel overview menu.
• Via the recorded calls overview screen. The ‘calls in progress’
option in global settings menu (System Installation->Global
settings) must be set. Only then calls in progress are listed in
the recorded calls overview. By ‘playing’ a call in progress,
the real-time audio is output.
5.2 User groups

The “user groups” menu shows all available user groups in the
system. A name and description is given for each group. The
number of users assigned to the group is listed in the member’s
column. The Administrators group is an in-built group, which
cannot be deleted. When deleting a group all users within this
group can be automatically moved to another group.
Within this submenu display you will find the ‘Add user group’
button with which you can create a new group. If you have
sufficient rights, you will see these function buttons at the end of
each row:

Edit
Permissions
Delete
5.2.1 Edit or add user group

If you are editing or adding a user group, the following shows at
the bottom of the screen.
Name and description

This defines the group name and its description. The group will
be visible in the system by the group name.
Users in group
This shows the users added to this group. Adding a user to a
group is done when editing user settings.
5.2.2 Group access permissions, roup call

permissions
If you press the ‘permissions’ button, you will see all the possible
rights setting for this user group at the bottom
of the screen. Permissions
There are two windows showing the group access permissions

and the group call permissions. The group access permissions
define the menu access for users in this group. A user can be

given access rights per menu and submenu. In this way system
settings, user settings, etc can be made accessible.
These rights settings are exactly the same as the user access
rights. Each of the settings is described in paragraphs 5.1.3 and
5.1.4.

5.3 Coverage
The coverage is important when setting user rights. In this
manner a user could be given access to calls of other users in the
system. A coverage consists of one or more of the following
items:
• Users and/or User groups
• Channels and/or Channel groups
• Extensions
• Time based coverage
• (optional) Custom database field content
• Mark based coverage
Any combination of the above items is possible. When setting
user rights or user group rights, call access can be given based on
a predefined coverage.
In this submenu display you will find the button ‘Add coverage’.
With this button you can create a coverage. If you have sufficient
rights, you will see these function buttons at the end of each row:
Edit
Delete

5.3.1 Edit or add a coverage
Editing or adding a coverage displays the coverage details. A
name is given to each coverage by which the coverage is referred
to in the CT Recording Solution. The ‘Overview of all coverage’
window shows multiple collapses. The following table shows all
different collapses, where the type of filtering clarifies how the
collapse is combined with other collapses.
Collapse Type of filtering Type
User-based OR System default
Channel-based OR System default
Extension-based OR System default
Time-based AND System default
Content-based AND Optional
Mark-based AND System default
If additional database fields are added to the recorded database

an extra collapse is shown called “Content-based coverage”.
User-based coverage
The user-based coverage collapse allows you to select individual

users or complete user groups

Channel-based coverage
The channel-based coverage collapse allows you to select

individual channels or a complete channel group
Extension-based coverage
The extension-based coverage collapse allows you to select

individual extensions.
Content-based coverage
The content-based coverage collapse allows you to define the

custom database field content filters. Additional data fields of
types Textual or Numeric can be selected. For these data fields
the option ‘Coverage based on content’ must be set in the field
definition. Only these fields will be shown in the content-based
coverage collapse.

It is possible to define more than one value per field. If the field
content matches (one of) these values (including wildcards), the
call will match the coverage. The matching result will depend on
the “Combined” and “Include” options.
“Include” defines whether the additional field will be used within
the coverage. When ticket, it will be used. When unchecked it will
be ignored for the coverage builder.
“Combined” can be “AND” or “OR”:
• AND: it will match the coverage if all values in the fields (that
are ticked for “Include”) correspond with the given criteria
• OR: it will match the coverage if any of the values in the fields
(that are ticked for “Include”) correspond with the given
criteria
Data fields containing a pre-defined look-up list can contain
multiple values within the coverage builder. When multiple values
are selected, the coverage will match if any of these values
match.
Time-based coverage
The time-based coverage collapse allows you to define the

maximum access time of the calls you’re allowed to see. E.g. by
defining “Calls made last week”, the user will only have access to
his calls which are not older than one week. The dynamic options
(“Calls made last …”) have a minimum setting of 1 hour and a
maximum of 1 month. The time based coverage setting is an
overall access restriction above all other defined collapse settings
within the coverage.

Mark-based coverage
The mark-based coverage allows the selection of one or multiple

call marks. This coverage will result in access to only the calls that
have one of these marks applied.
The [Save changes] button saves the coverage settings.

6 System status
The system status menu gives access to all recorder status
information. This includes software version information, recorder
storage information, system messages and the real-time channel
overview.
6.1 General info
This screen shows all the available version information from the
current recording system. A number of collapses are shown.
Global version information shows CT Recording Solution, IIS and
databases versions. Dll version information shows the installed
software modules used by the recorder. The last collapse shows
all version information for the installed Parrot DSC API and Parrot
DSC Cards (with serial numbers and firmware versions). This will
be showed per CT Recording Solution voice recorder. In a multi-
satellite system each satellite will be showed in a separate
collapse.
6.1.1 Copy general info to clipboard for

maintenance
At the right hand end of the menu bar is the ‘note’ icon.
Use this button to copy the complete CT Recording Solution
version information to the Windows clipboard. This permits all
information to be stored in a text document. This text document
can be used for support and administration.

6.2 Recorder storage
The recorder storage screen provides all relevant details about

available drive space, archiving health and recorder health.
The upper part of the screen shows the recorder state. This is the
status of all the recorders in a server/satellite system. The
following items are shown, per recorder.
• Recorder name/IP-address
• Users logged in, both in the web interface and via free-
seating registration
• Channels in the recorder including number of channels
currently active
• Temporary directory drive space to which recording is taking
place
• ‘Running’ indicates that the recorder is operational AND
linked to the server
• ‘Alarms’ shows the number of active alarms in the system

‘Audio location status’ shows the hours of recording left on the
recorder hard drive, together with the actual number of bytes and
percentage left. This location is used “First In First Out” (FIFO). If
the amount of free space reaches a certain level (set in the system
installation menu), the oldest calls are deleted to free disk space.
The administrator will have to make sure that calls have been
archived before this deletion takes place. Normally this is not a
problem as an 80GB local hard drive is able to store a minimum
of 13,000 hours using GSM compression, and the archiving
software archives calls within 15 minutes.
A separate ‘database location status’ shows the available drive

space for the database. Be aware that database drive space is not
controlled in a FIFO manner and must be maintained manually.
However, if the database is on the same logical drive as the audio
files (default), the audio FIFO process has the effect of freeing
space for the database, if necessary.
The lower part of the screen shows the Archive storage status.
The term “archive” is used, however, this is a permanent backup
copy of calls that are still available on the live call recording disk.
“Archiving” does not delete them.

Per archive location, the status screen shows the date and time of
the first and last backup run, space left, archive status and media
type. The remaining space is shown as a percentage (%)
indication as well as in hours (this figure is automatically
calculated by the recorder, depending on the chosen
compression).
When the archive storage capacity is reached, the ‘archive
storage status’ is displayed in red, and an audible alarm sounds
on the recorder chassis if the ‘Enable beeping on archive media
full’ option was selected during system installation. The situation
needs to be rectified to mute the alarm. For instance, if the
audible alarm started because the archive storage is full, a new
dvd needs to be inserted, or a new external hard disk attached to
stop the alarm.
As soon as this has happened, the archive storage status alarm is
cleared. Information regarding the removed archive medium is
transferred to the Media management overview.
The progress status of any active archive run is shown as
percentage.

6.3 Media management
The Media management overview shows a list of removable
archive media which have been removed from the archive drives.
The archive information for each disk is listed, including first and
last call on the medium as well as archive dates and the media
secure code.
When clicking on one of the lines in the media management

overview, all details are presented in a separate box (shown
above). Click “Print” to produce a DVD label containing the
archive media details.

6.4 Alarm status
The Alarm status screen shows an overview of all active alarms in

the system. For each alarm a unique reference number is shown
as well as date/time, alarm level, status and message.
Each of the alarms could have on of the following states:
Unattended alarm
An alarm which is active. No action have been done yet to
resolve this alarm. The alarm could now either be Attended or be
Cleared by system.
Attended alarm
An alarm which is active and manually attended by a support
person to indicate active support. To attend the alarm a support
engineer must click the icon at the alarm line. Attending an
alarm does not resolve the alarm, it only indicates support activity
to the customer.
If an alarm is attended, the alarm can be manually cleared.

Clearing the alarm manually is done by pressing the icon. This
alarm will be shown for 24 hours in the alarm status overview. The
status is Cleared and confirmed. If an alarm is cleared but not
solved, it will reappear in the alarm overview.

During installation and configuration of a CT Recording System
it’s not uncommon that the system generates multiple alarms due
to e.g. wiring of the channels. To easily attend and confirm these
alarms, the system provides filter facilities for similar alarms.
The alarm to filter on, can be a particular error number or it can

be a group of errors by using wild cards:
• *: anything (0 or more characters)
• ?: any character (exact 1 character)
Once the filter is applied, an extra icon appears in the right
corner of the application: “Attend and confirm filtered alarms”.
By clicking this icon, the system will attend and confirm all the
shown alarms at once.
Cleared by system
An alarm which is no longer active in CT Recording Solution will
get the status cleared by system. Such alarms can be confirmed
for clearance by pressing:
• the icon; which will confirm only that particular alarm
• the icon; which will confirm all the “cleared by system”

alarms at once
Even if the alarm was not yet attended, it could be cleared

directly. There is no reason anymore to
attend the alarm as it is already gone.

Cleared and confirmed
An alarm which was manually cleared, will get the status cleared
and confirmed. These alarms will be shown for another 24 hours
in the alarm overview before being moved to the alarm history
screen.
When clicking on one of the alarm lines, the alarm details will be
presented.
The overview shows all state changes including date and service
person logged in to CT Recording Solution when attending an/or
clearing the alarm.
6.5 Alarm history

All alarms which have been solved will move from the Alarm
status to the Alarm history screen.
Each line is representing a historical alarm including all details.

Click the line for additional alarm audit details such as dates for

alarm status changes including service person logged in to CT
Recording Solution when attending an/or clearing the alarm.
To easily find certain historical alarms, the system provides filter
facilities for these alarms.
The alarm to filter on, can be a particular error number or it can

be a group of errors by using wild cards:
6.6 Audit Trail

The following actions are audited:
• User login.
Every login attempt is audited. Only if the logon is successful
is the username put into the audit trail.
• All call access actions.
Whenever a user searches for a call, and replays, marks,
remarks it etc. an audit trail event is created which includes all
relevant details.
• All configuration changes.
Whenever a user clicks a [Save Changes] button, an audit trail
event is created which includes all relevant details.
For every audit entry, the time, user, action, user’s IP/Hostname,
the section of the recorder application and audited event details
are logged. For call access events, the call ID is listed as well.
To pinpoint a specific audit trail event, a number of filter options
are available:
Date and time filter. To set a date and time from when audit trail
events must be shown. Only show events older than the specified
date and time.
User filter. Only show the audit trail events for a specific user.
Call ID filter. Show only the audit trail events for a specific call.
Section filter. Show only the audit trail events for a specific
section of the recorder application. E.g. only show events for
[archive rule] configuration.
The audit trail list may be exported to a csv-file for further

reference. All audit trail event columns will be included in the
exported file. When exporting, all audit trail entries within the
defined filter parameters will be exported. These include all audit
trail events currently shown in the audit trail screen.

6.7 Channel Overview
This screen provides the real-time channel overview. The
channels are shown in a separate collapse per recorder. Select a
channel by clicking on it. The channel colour corresponds to the
channel state (the meaning of the colours is shown in the ‘legend’
window). Java must be installed on the client PC in order to use
the real-time channel overview and real-time call play
functionality. (If necessary, Java may be downloaded from the
recorder system via this URL: http://recorder/files/java.exe)
When a channel is selected, the square is highlighted. The
channel properties and real-time channel playback options are
visible for the selected channel.
6.7.1 Channel properties

Selecting a channel permits the channel properties, the channel’s
full name and activation state to be shown. Depending on your
account rights, you may be able to disable a channel or activate a
channel for a certain time span.

6.7.2 Real-time channel playback
Click on the speaker icon to initiate real-time playback for a
channel. The icon will change, indicating that real-time playback
is in progress. The audio currently on this recorder channel will be
output on the client pc speaker. The account rights to permit real-
time replay access are defined in user management.

7 Recorded calls
Before a call can be accessed from the CT Recording Solution for
replay, a search action must be initiated to obtain a selection of
the recorded calls.
7.1 Call search

When the ‘call search’ sub menu is active, the following screen is
shown.
Calls may be selected from those stored on the voice recorder by

specifying a number of search criteria. Different search criteria
may be combined to reduce the number of calls retrieved to a
manageable size. Each of the selection criteria is shown within a
separate “collapse” on the search form.
7.1.1 Search form

A selection criterion is only applied to the search if its “collapse”
has been opened (by clicking on it). If multiple collapses are open
the collapses will be combined as an “AND” for the search. The
search criteria within the collapses will be combined as an “OR”
per collapse.
If all of the collapses are closed (as in the picture above) the
search will return all available calls, up to the maximum number
(as defined in the system installation, global settings menu).

Date Span
The date span collapse allows you to search for calls depending
on their creation date. It is possible to search for calls before,
after, between or on a specific date. Standard date spans
available are: last hour, last x hours, last day, last week and last
month.
When selecting “last x hours”, only calls made during the last x
hours are shown. The x in this case may be configured to be any
number in the range 2 – 23.
Note: by using the “last x hours” search query, together with the
call listing “Auto-refresh” functionality, a Last Call Replay web
GUI can be built (see paragraph 5.1.3).
Call id
The call id collapse allows you to find a call by its unique call id.
This is useful for retrieving a specific call which has already been
identified (and its id noted).
User details (Users/User groups)
The user details collapse allows you to search for calls by specific
user(s) or user group(s).
All the given criteria need to match for the resulting calls (the
search works as an “AND”). The system will only show users/user
groups that fall within the access coverage of the user. This
means that the user will not see any other users/user groups
within the system.
Duration
The duration collapse allows you to search for calls with a specific
duration. It is possible to search for calls with duration of less
than, more than or between a specific duration span.
Remarks
The remarks collapse allows you to search for calls which have
had specific remarks text added to them.
Connectivity (Channels/Channel Groups/Extensions/Direction)
The connectivity collapse allows you to search for calls:

• made on specific channel(s)
• within specific channel group(s)
• made on specific extension(s)
• with an inbound/outbound direction
All the given criteria need to match for the resulting calls (the
search works as an “AND”). The system will only show
connectivity items that fall within the access coverage of the user.
This means that the user will not see any other connectivity
details (e.g. certain extensions) of other users within the system.
Number information (CLI)
The number information collapse allows you to search for calls by
CLI (i.e. to or from a specific telephone number). Using partial
numbers permits selection of calls to specific area codes, or
particular organisations, etc.
Use the selection box to specify the type of matching:
• Match all words: all the given words need to be available,
order independent
• Match any word: one or more of the given words need to be
available, order independent
• Exact match: the given word(s) need to be available in exact
the same way (not more or less words/characters)
Besides the selection box, the given words can contain wildcards:
Multiple words should be separated by a space. E.g.: peter 235
Marks
The marks collapse allows you to search for calls marked with
specific mark type(s).

Custom database fields
The custom database field collapse allows you to search by any of
the added database fields.
Start searching for calls matching the search criteria by pressing
the [Submit query] button.
7.1.2 Stored search queries
The search submenu also shows the stored search queries. Any
query can be stored and selected afterwards or shared with other
users of the CT Recording Solution.
Define the search criteria and press the [Store query] button.
A stored query is given a name and may be shared with other

users. After saving it will appear in the stored search queries list.
When shared with other users, this search query will also be
shown as ‘stored search query’ for other users.

7.2 Column selection
The column selection submenu allows you to select the columns
visible in the calls listing window. A selection of columns may be
stored and shared with other recorder users. When storing a
‘view’, the column on which to sort the call data and the number
of calls per page are also defined.
The function buttons are used to add and remove columns from
the selection.
Add or remove a column from the columns currently selected.
Move the column up or down in the list. This changes the column
order.
Add all columns to the currently selected columns.

7.3 Calls listing
Probably the most important submenu is the calls listing. This
screen shows the list of calls found using a call search query. The
columns displayed are defined in the column selection submenu.
For each call, details are listed in the call details window. Calls
can be played using the audio player.
Note: The maximum number of results is limited and defined in the system
installation menu. The maximum search time is also defined there. If a
search action returns the maximum number of search results, your
selection criteria are not sufficiently rigorous, and will need to be tightened
to obtain useful results.
7.3.1 Search results

The search results window shows all call data columns selected.
The column widths can be changed by pointing the mouse
pointer at the column boundaries and clicking the left mouse
button. The column width is changed by dragging the mouse
pointer to the left or right.

The latest column width is automatically saved in the user profile.
To listen to the recorded call, click on the call and the audio
player starts automatically, if that was your user option.
The search results window has a number of function buttons in

the upper right corner:
Export the search results to a comma separated file. All call

result pages will be exported. Only visible columns in the
search results page will be included in the export file. The csv-
file may easily be imported to excel for further analysis.
Resubmit the call search query to get the most recent calls.
Activate the quick column selection. A simplified column

selection window is displayed allowing the user to select a
stored view or change the current view.
Change the number of calls per page. Options are 15, 25, 50,
100 and 250.
Auto-refresh the search results. The ‘Resubmit the search
query’ action is carried out at regular intervals. Options are ‘–‘
(no auto refresh), refresh every 30s, 60s, 300s and 600s. The
refresh interval is reset at every mouse click in the search
results page.
Open the on-line web interface help window, explaining the
items shown on the current page.
Note: by using the “Auto-refresh” functionality together with the

“last x hours” search query, a Last Call Replay web GUI can be
built (see paragraph 5.1.3).
The number of pages of results is shown at the bottom of the
search results window. There are buttons to navigate through the
pages.

7.3.2 Audio player
The audio player window has a number of function buttons to
navigate, mark, loop etc. The play time is displayed in the upper
right corner.
The function buttons are:

Call navigation. Rewind, stop, pause, play and
forward. It is possible to click on the call slider
and move it to the right or left for fast
navigation.
Call looping. Start play loop, end play loop and
stop looping. The call loop is highlighted on the
play timeline.
Toggle time notation. Time notations are:
- Absolute play time [YYYY-MM-DD
HH:MM:SS.mmm].
- Relative play time from start of call
[HH:MM:SS.mmm].
- Relative play time counted down (from end of
call)[-HH:MM:SS.mmm]

Remark texts: Add a remark, delete a remarks
and edit a remark. After editing, the  button
must be clicked to store the remark with the call.
Skip next: The next call in the call list will be
played.
Call remark positions. When adding a remark,
the position in the call is highlighted with a
remark icon.
Call remark text. As the call replays, the text of
the remark previously encountered is displayed
in the lower part of the audio player window.
Play volume. Change the play volume with the
+ and – buttons.
Play speed. Change the play speed with the +
and – buttons
7.3.3 Screen recording

The Screen Recording player will be visible above the audio
player. From the existing play controls the LOOPING function is
not supported when replaying Screen Recordings, the rest of the
controls is supported.
It is possible to change the player position by dragging it as
standard window. (Press left mouse button while pointing at the
player title bar and move the player window by moving the
mouse).
The player could be maximized by pressing the button in the
upper right corner. The play area will be maximized to the full
web area.

Remarks:
To use the Screen Player on a client system, a .NET policy must
be set on this Client system to accept Screen Recording data
from the recorder. Consult the Screen Recording Installation
Manual for details. When using the Screen Player, a mouse click
on the Screen Player window is required to activate the control.
This needs to be done once per logon session.

7.3.4 Call details
The call details window shows all available call details. Depending
on the user rights it is possible to mark the call via the ‘Marked as’
drop down menu. Custom database fields can be accessed and
the audit trail for the selected call may be viewed.
The call details window has a number of function buttons in the
upper right corner. These function buttons are displayed or
hidden depending on the user rights settings.
Download the call from the recorder.

Only visible is the user has download rights for the
selected call.
E-mail a call from the recorder.
Only visible if the user has email rights for the selected
call.
Delete the call.
Only visible if the user has delete rights for the selected
call. Call deletion functionality may have been switched
off completely via the global settings menu. By default
this functionality is switched off.

The custom fields collapse shows the custom database fields
content. Editable fields can be amended here. When using
custom database fields with fixed values, an answer dropdown is
shown.
The audit trail collapse shows a summary of the call’s audit trail
events. It shows the information fields: date/time, user, action and
the user’s IP/Hostname for each audited call action. A more
detailed audit trail is available in the system status menu.

7.4 Calls statistics
The Call Statistics feature offers call reporting functionality on
recorded calls. It enables a variety of reports on the recorded
calls channel occupation to be created. Each report has a drill
down function which allows users to click on an area of the bar
graph for a more specific report.
The call statistics functionality is located in the recorder calls tab.
An additional menu ‘call statistics’ has been added. Access to this
menu is granted per user account as explained in chapter 5.
Reports are:
• % utilization
• Call volume
• Average call length
• Hours on call
Each of these reports can be created on a per user or channel
basis. User based reports will ONLY show reporting bars for
recorder users with defined first name and last name fields.

7.4.1 Reporting inputs
A number of parameters can be set to define the report output.
First of all the report type needs to be chosen.
The next step is definition of users or channels to report on.
A choice could be made to report based on users or on channels.

Based on this choice a number of individual users or channels can
be selected. Press the [>] icon to open the user or channel picker.
The last option is defining specific user or channel groups to
report on. Again the user or channel group picker could be
shown by pressing the [>] icon.
The report filter section defines the reporting date span and
defines a filter on call direction to be included in the report.
Date span options are:
- Last month Report on calls made last month.
- Last week Report on calls made last 7 days.
- Last day Report on calls made last day.
- Between … and … Report for a specific date span.
The maximum date span for reporting is one month of data.

Call direction options are:
- No filtering Report on incoming and outgoing calls.
- Inbound/Outbound Report on inbound or outbound calls only.
The last option is adding report data to the report output. If this
option is tagged, an additional table will be added to the report
including the report values per reporting bar.
To generate the report based on the selection inputs, press the

‘Generate chart’ button. When pressing the ‘Reset form’ button
all reporting input fields will be reset to default values. Default
values are:
Report type: User/channel % utilisation per hour of the day
Reported users: Users, all users and all user groups.
Report filter: Calls last month, both inbound and outbound.
Report options: Do not show report data.
7.4.2 Drill down reporting – Average Call length

By using the drill down reporting feature, reports can be reviewed
and the source of low or irregular evaluations can be found in just
a few clicks of the mouse. In each newly generated report, the Go
back one step button allows the user to return to the previous
report.
Additional details such as the reporting interval or user

information are shown when the mouse is held over a specific
reporting bar.

For call statistics reporting based on the Average Call Length per
user/channel report, the first report will show the average call
length per user/channel calculated over the reporting time span.
By clicking on the bar, a new report is generated displaying the

details for this specific bar.
The drill down report shows the average call length for this
specific user over the reporting time span. For each reporting day
a separate bar is shown.

By clicking on the bar, again a new report is generated displaying
the details for this specific bar.
This is the last drill down step. The report shows the average call
length for this specific user on the selected reporting date. For
each hour of the selected day, the average call length is shown.
Using the drill down feature, the Average call length report
includes the following drill down bar graph reports:
1. Average call length per user group/channel group.
X-axis: User group/channel group.
Y-axis: Average Call length in seconds over reporting period.
2. Average call length per user/channel
X-axis: User/channel.
Y-axis: Average Call length in seconds over reporting period.
3. Average call length for user/channel per day.
X-axis: Reporting days within total reporting date span.
Y-axis: Average Call length in seconds per reporting day.
4. Average call length for user/channel per hour at selected day.
X-axis: Reporting hours for selected reporting day.
Y-axis: Average Call length in seconds per reporting hour.

7.4.3 Calls per user/channel
The calls per user/channel report shows a bar graph representing
the number of calls for the reported user or channels over the
reporting period.
Drill down functionality is offered to zoom in at specific bars in

the report for analysis.
Drill down report steps are:
1. Number of calls per user group/channel group.
Y-axis: Calls over reporting period.
2. Number of calls per user/channel.
Y-axis: Calls over reporting period.
3. Number of calls for user/channel per day.
Y-axis: Calls per reporting day for user/channel.
4. Number of call for user/channel per hour at selected day.
Y-axis: Calls per reporting hour for user/channel.

7.4.4 Hours on call per user/channel
The Hours on call per user/channel report shows a bar graph
representing the number of hours a user or channel was involved
in calls over the reporting period.

1. Hours on call per user group/channel group.
Y-axis: Hours on call over reporting period.
2. Hours on call per user/channel.
Y-axis: Hours on call over reporting period.
3. Hours on call for user/channel per day.
Y-axis: Hours on call per reporting day for user/channel.
4. Hours on call for user/channel per hour at selected day.
Y-axis: Hours on call per reporting hour for user/channel.

7.4.5 Utilisation per hour of the day
The Utilisation report shows a bar graph representing the average
% utilisation per daily hour for the reported users or channels
over the reporting period.

1. Utilisation per hour of day for user/channel groups.
X-axis: Hours of day 0-23. Bar 0 represents 00:00 till 01:00.
Y-axis: Average utilisation for groups over reporting period.
2. Utilisation for selected hour for user/channel groups.
X-axis: Reporting days.
Y-axis: Average utilisation per day at selected hour.
3. Utilisation at selected hour on user/channel group for
selected day.
X-axis: User/channel group
Y-axis: Average utilisation for reporting day at selected hour.

4. Utilisation at selected hour on user/channel at selected day
X-axis: User/channel
Y-axis: Average utilisation for reporting day at selected hour.
Report limitation:
For group based reporting (user group/channel group) all
drilldown levels are supported.
For individual based reporting (user/channel) only the 1st
drilldown step is supported. For further drilldown, a group based
report must be chosen.
7.4.6 Exporting reports

Reports can be exported as pictures straight from the reporting
screen. By clicking on the right mouse button while pointing the
mouse at the report graph, an options menu is displayed
enabling reports to be saved, copied, e-mailed or printed. The
report can be copied into, for example, Word documents for use
in customised presentations or when reviewing reports.
Example:
Report copied from the reports screen using the Copy function.
The copy function only produces a simple copy of the graph

without any additional report data.

To include report data when exporting a report click the icon
in the upper right corner of the report section. This will copy the
complete report, including report header information and report
data (if report data is enabled in report options) to the clipboard.
This copied information can easily be in integrated into Word
documents.

Version history
Date Version Remark
01-06-2003 2.0 First Release for software version 1.4
15-03-2004 2.1 Reviewed for MynaVoice version 2.0 support
27-04-2004 3.0 Reviewed for MynaVoice Version 2.0 Operation
24-06-2004 3.1 Reviewed for MynaVoice Version 2.0 Operation with the Patch 2
for Free seating feature
20-09-2004 3.2 Corrections to icons according to new patches
25-10-2004 3.3 Included Patch 3 features
11-08-2005 3.4 Updated manual for MynaVoice version 3
05-01-2006 3.5 Updated manual for MynaVoice version 3.1

Maintenance items moved to maintenance manual
18-04-2006 3.6 Added MynaVoice R3.15 Security Update items.
23-06-2006 3.7 Added audit trail enhancement for configuration changes.
25-09-2006 3.8 Adjusted new MynaVoice logo.
19-04-2007 3.9 Updated for R3.20 functionality.
07-11-2007 3.10 Updated for R3.30 functionality.
chapter 2.0: Last successful logon message in status bar.
chapter 5.2.1: Domain authentication method of users.
17-12-2007 5.0 Updated for CT5.0.0.functionality.
Updated A5 layout.
18-02-2008 5.1 Added LCR functionality (introduced in CT5.0.1)
06-05-2008 5.2 Revised for colloquial English acceptability
15-05-2008 5.3 Added Screen Recording Player (introduced in CT5.1.0)
27-05-2008 5.4 Minor text change in chapter “Alarm status”
27-10-2008 5.5 Added chapter 7.4 Call Statistics.
Minor updates in Call statistics chapter based on support
feedback.
Minor lay-out changes
11-03-2009 5.6 Updated chapter 7.1.1 Search Form (new CT5.2 features)
Updated chapter 5.3 Coverage (new CT5.2 features)

Updated chapter 5.2.1 Edit or add users (supported characters
for username)
31-03-2009 5.7 Updated chapter 6.4 Alarm status: new CT5.3 features
Updated chapter 6.5 Alarm history: new CT5.3 features
06-10-2009 5.8 Added: mark based coverage (chapter 5.3)
www.cybertech-int.com

CT Recording Solutions R5 - User Manual v5.8

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USER MANUAL

2 User interface ...................................................... 5

3 General system overview ..................................... 7

4 System installation ............................................. 10

5 User administration ............................................ 11

6 System status .................................................... 39

User Manual – Release 5 2

7 Recorded calls ................................................... 51

User Manual – Release 5 3

User Manual – Release 5 4

Main Administration log on

User Manual – Release 5 5

The My Account menu allows each user to change some of his

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2. YELLOW BLINKING: Warning messages. For example if the

3. RED BLINKING, Error messages. For example an incorrect

In the following chapters the various menus and submenus are

User Manual – Release 5 9

User Manual – Release 5 10

User Manual – Release 5 11

5.1.1 Export or print user details

User Manual – Release 5 12

Columns when User Details are included:

“User id” (= User ID in CyberTech Recording System)

User Manual – Release 5 13

Values are: Grant access

Values are: Not allowed

User Manual – Release 5 14

The exported format could be imported to Excel for further use.

User Manual – Release 5 15

Depending on the additional modules installed (such as Evaluate

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Default search query

User Manual – Release 5 18

Each user account has the following configurable security

User Manual – Release 5 19

In order to logon to the recorder application, the user ID must

User Manual – Release 5 20

Password expiration time

User Manual – Release 5 21

5.1.3 Creation of a Last Call Replay user

These setting can then be applied to a user account. By denying

2. Open the collapse “Date span”, choose “Calls made last x

User Manual – Release 5 22

5. Store a view with the “Auto refresh interval” set to 60 sec,

6. Go to the page “user administration” -> “users” and create a

7. Complete all the user details and security settings:

- Select “Calls made last 4 hours” as default search

calls listing view

User Manual – Release 5 23

5.1.4 Individual access permissions

User Manual – Release 5 24

User Manual – Release 5 25

Apart from menu access to the submenus: Users, User groups

User Manual – Release 5 26

User Details Scope

User Permissions Scope

User Manual – Release 5 27

5.1.5 Call permissions

User Manual – Release 5 28