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rostrvm has the ability to record agent calls, including both voice and screen activity.
In order for your rostrvm system to record agent telephone calls a voice recorder needs to be configured. Normally the internal voice recorder (AuditLog) is sufficient, although rostrvm also provides interfaces to other external voice recorders (primarily different versions of the Verint voice recorders).
In order for your rostrvm system to capture the agent's actions taken during a contact on their PC display as well, the same configuration of AuditLog as for voice is required. In addition a client Screen Recorder module needs to be installed on each of the client PCs for which recording is required.
Screen recording can be paused and resumed from a CallGuide script.
Recorders Panel
Shows a list of all configured voice recorders.
| • | Recorder - the name of the voice recorder (this is AuditLog for the default Invex voice recorder). The AuditLog entry also provides the option to enable and configure screen recording if licenced; |
| • | Server - the server name or IP address of the third party voice recorder (not shown for AuditLog); |
| • | Port - the port number for the third party voice recorder (not shown for AuditLog); |
| • | Recorder Type - the type of voice recorder (Rostrvm for AuditLog); |
| • | Status - the recording status (i.e. on, off, agent controlled, percentage); |
| • | Voice Recordings - the number of voice recordings available (including those that are archived); |
| • | Screen Recordings - the number of screen recordings available (including those that are archived); |
| • | Online Size - the disk space used within the database (does not include those that are archived). |
From here you can:
| • | Create Voice Recorder - click the Create button on the Voice Recorders panel to add a new third party voice recorder; |
| • | Modify Voice Recorder - click on the voice recorder name to view or change the properties of an existing third party entry, or the properties of the AuditLog entry. |
You can also playback individual voice and screen recordings by selecting the play button from the All Contacts or Call Details report (and optionally any suitably created custom reports where this link has been included).
Archives Panel
Shows a list of all voice and screen recording archive files on your server. By default all recordings are archived every hour (as defined in the system scheduler).
| • | Archive File - the name of the archive file; |
| • | Recordings - the number of voice and screen recordings available in this file. |