CallRex Call Recording Version 3.7 Administrator's Manual: Usage - Telrex Manuals

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In this section:

• Phone
• Local Status and Remote Status
• Recording Calls

Usage

The Usage section includes the following subsections: Phone and Search. Each subsection displays the detailed information about the user's telephone usage.

Phone

The phone subsection has two tabs. The User Status tab allows you to view real-time phone calls occurring on your PBX. The Recorded Calls tab allows you to search for and listen to previously recorded phone calls.

User Status tab

The users included in the Direct Reports in Configure > Users are the users for whom you can monitor status in the User Status tab and start recording if required rights are assigned to you. It displays the Monitoring, Recording, Flags, and Call Status group box.

User Status definitions

Column	Description
Name	Name of the user
Ext	Extension number of the user
Caller ID Number	Number of the caller ID
Caller ID Name	Name of the caller ID
Outgoing Number	Outgoing number dialed by the user
Local Status	Status of the logged in user
Remote Status	Status of the other logged in users
Call Duration	Duration of the call
Recording Groups	The phone profile assigned to the user. The profiles include On-Demand Only or Phone.

Local Status and Remote Status

The Local Status column refers to the local client looking at the call status and can be different than the Remote Status. When you log on to an account, you cannot view the remote status of your account because it is blocked, but you can view the status of any other direct reports.

Note: The remote status of the agent is blocked. The agent does not know whether they are being recorded or monitored.

Monitoring Calls Using PC Speakers or Headset

You can monitor any calls for your direct reports if they have a license assigned to them. You can listen to a call being monitored using speakers or headset on your computer.

To monitor a call:

1. Select the user name with an active call, then click in the Monitoring group box.
   



2. The Local Status of the user changes from On Phone or Idle to Monitoring, and is highlighted in blue.

Recording Calls

You can record the phone calls of any of your Direct Reports if they have a CallRex license assigned to them. An "*" (asterisk sign) next to the extension number in the user list indicates that Multi-Media Add-on license is not assigned to the user.

To record a call:

1. Select the user name with an active call.
2. Click in the Recording group box.
   

If the user is configured for Lookback Recording, the Lookback Recording dialog box is displayed for confirmation of recording a call from the beginning.

1. Click Yes to record the call from the beginning. the Local Status of the user changes from On Phone or Idle to Recording and is highlighted in red.
2. To pause the recording, click Pause.
3. To stop the recording, click Stop.

Depending on the phone system, users can initiate a recording from their phone set. Pressing ** on the keypad starts the recording and pressing ## stops the recording. This affects the user recordings only and not the system events recording. The system event recordings are triggered by the phone profile settings.

Tip: If a user is configured for Lookback recording, then recordings started with ** will automatically be Lookback recordings. This is ideal for On-Demand licenses.

Call Status definitions

Call Status	Indicator	Description
Idle	White	Indicates that the user is currently not using the phone.
Recording	Red	Indicates that the call is being recorded.
Monitoring	Blue	Indicates that the user is being monitored.
Privacy Enabled	Black	Indicates that the user cannot see whether they are being recorded or monitored.
On Phone	Purple	Indicates that the user is currently using the phone.
Recording & Monitoring	Green	Indicates that the user is being monitored and recorded simultaneously.

 

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