X CallRecording

Call Recording URLS:
http://cr1-web.voip.evolveip.net:8080/orkweb/app
https://cr1-apria.voip.evolveip.net/orkweb/app
http://cr1-hth.voip.evolveip.net:8080/orkweb/app
http://orkwebdb-cardionet.evolveip.net:8080/orkweb/app
Security Groups: (Most common groups are Supervisor and Apria QA)
Users
You can add users to this group if you wish; however once they are added to a location group their calls will start to populate. If they login to the portal as themselves and are assigned to this group they can only view their own recordings.
Administrators
Full access to all groups and backend recording portal configuration, XTIUM only function
Group Administrators
XTIUM only group due to security group workaround. No customers should be setup as Group Administrators.
Supervisors
They have the ability to add users to groups, reset call recording passwords, and change first name / last name (as well as other fields on user record).
Download Users
Limited role that only will have access to browse recordings and live tab.
NSOC
Full access to all groups, XTIUM  only function
Group Admin Deleter
This group has access to Browse and live tabs but also the ability to delete call recordings.
Apria QA Role
Only have the ability to listen to calls and watch screen captures.  They do not have the advanced properties of the Admin Tab.
Managers
You will not need to assign this as it looks like it was added for testing.
Ticket Information Template
Voice Only
Portal
All call recording ticket either FTP or Portal will eventually make their way to Voice Engineering. In the ticket please include the full Broadsoft user string (i.e. eip-0001005437 > gr-0001005437 > Users : rcannon@eip.local)
Your ticket note should resemble the below.
"Please setup the following user for backend portal recording. This user has been added to the portal already."
eip-0001005437 > gr-0001005437 > Users : rcannon@eip.local
FTP
All FTP requests will need to go to voice engineering as we do not have access to this configuration. The template will remain the same except the word "portal" will be changed to FTP and omit "This user has been added to the portal already."
Screen Capture (Please see screen capture MOP)
For screen capture the user will first need to be voice recorded. We will also need the following information from Apria before screen capture can be setup. Screen captures can be setup (MOP attached) by tier 1 and tier 2.
Name:
UserID:
Asset Tag:
Recording Policy:
Location:
For recording policy there are the following options
Program Group - 100% audio - 30 % screen (group ID 242) - Records agents 100% of the time and randomly 30% of the time with recordings.
Block of Time -
Captures screens for agents from 2pm - 4pm in the associated time zone. During the screen captures they are NOT being audio recorded with the screen capture. However if they are already configured to be recorded you will find the recordings as you normally would in the portal.
Program Group - 100% audio - CST Time Block (group ID 243)
Program Group - 100% audio - MT Time Block (group ID 253)
Program Group - 100% audio - PST Time Block (group ID 257)
Program Group - 100% Audio - EST Time Block (group ID 263)
The following locations are setup for screen capture.
Overland Park, Tempe, Jackson, Lake Forest, Littleton, Canonsburg, Salt Lake City, Tampa
Browse Tab
When you first log into the call recording portal you will be defaulted to the Browse screen. From here you can search for particular users, remote parties (far end numbers), local party (number in CR portal) or filter based on the drop down options. From the Browse screen you can also Tag Calls via the tag icon or download calls via the checkbox to the far right and drop down "Export Selected Media Files" (Popup blocker will need to be disabled for both tagging and downloading recordings)

Live Tab
The next option will be live monitoring. The security group Supervisors, Apria QA will have this role. From here you can listen to live calls via the monitor icon.

Admin Tab
When you select the Admin tab you will see 3 sections Users, Groups and Programs.

You will only need to worry about Users and Groups for now.
User/Group Creation and Modification
To create a new user you will select Create New. When selected the options on the below screenshot will populate. Enter in the information, Login string is typically the number (DID) unless they are a non-recorded OSSmosis admin to where the email will be used and system mapped.

Once the user is created you can than assign them to a group. You will need to search for the new user you just created and make sure the Checkbox is selected. From there you can select the Pick Action drop down and select "Add user to group". The below screen will appear, you will just need to check the group you want to add the user to and click submit.

You can view what groups the user or supervisor is assigned to view by selecting the view link.


From the above screenshot you can see that this user is assigned directly to the XTIUM support group. (Direct link) The XTIUM support group is linked to the XTIUM group so this link displays as well (All Others).
To explain this in the easiest way possible we do this for customers such as Apria who have multiple locations. A main enterprise location is created, in this case XTIUM [0001005437]. From here other groups are added to this location, much like a user add to group detailed above. If a supervisor needs access to all current and future groups we will direct link them to XTIUM [0001005437] and just add all newly created XTIUM groups to XTIUM [0001005437].
i.e. Apria's main group is Apria [0001006925]. If we view this group we will see multiple locations under the Direct column.

This is due to each group being added to the main Apria group Apria [0001006925]. To add a group to another group you will just need to select the checkbox and via the drop down select "Add to Group".
Let's say Apria opens a Philadelphia location. You would first create the group (instructions below) and add the users. Then you would add the newly created Philadelphia group to Apria [0001006925] group which would give all Supervisors of Apria [0001006925] access to their new group all at once. This saves time as we do not have to go to each supervisor of Apria who needs access to all locations just to add the Philadelphia group one by one.
If the group does not exist you can create one much like you created the new user. On the Groups page you select Create New and just name the group. Naming convention is EnterpriseName [EnterpriseID]. **** *When you create the group make sure you view it afterwards. Sometimes the person creating the group is automatically added to it. You can view a group from the group page View link (same as user view above). From here you can scroll down to remove members. ***

OSSmosis System Mapping
For the Apria, Cardionet and Highway to Health OSSmosis admins you will need to map the call recording URL via OSSmosis. To do this via system mapping you would input the following information.
Example (Apria)
0001006925 Call Recording hidCallRecordingUrl https://cr1-apria.voip.evolveip.net/orkweb/app

The information above in bold will need to be edited to the appropriate Enterprise number and Customer Portal URL.
For those that do not have a custom portal the above mapping can be skipped.
When system mapping Username = Call Recording Login String, Password = Call Recording Password