CallCabinet User Guide

Request a Demo
  1. Installation
  2. Registration
  3. The Login Page
  4. The Menu
  5. The Homepage
  6. Call Listing Page
  7. Call Listing: Symbols and other Meta-data:
  8. Call Details Page – With PCI DSS Redaction
  9. Call Details Page – With Speech-To-Text Transcription
  10. Call Details Page – With Quality Assurance
  11. Call Details Page – With Video and Screen Share
  12. Reporting
  13. Security Log
  14. Client Heartbeats
  15. Server Heartbeats
  16. QA Dashboard
  17. QA Scorecards
  18. Settings
  19. Analytics
  20. Support

Installation

CallCabinet is simple and easy to install and, in most cases, is integrated with your PBX, switch or network and only requires activation. In order to activate CallCabinet, you will need your Customer ID and Site ID, which are received through the registration process. CallCabinet seamlessly integrates with all major unified communications(UC), IP-PBX and telephony platforms. Please speak to your distributor or reseller about the options available, or contact us directly.

Registration

Registering for CallCabinet is simple. First, you will receive an email directly from CallCabinet or your certified CallCabinet partner. Click on the provided link to complete the blank fields located on the registration page:

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  1.  Complete your company details, such as your business name and address.
  2. Create your own unique URL. This URL can be used to access your customized login page. For example, if your company is called Wayne Enterprises, your URL would be something like https://wayneenterprises.callcabinet.com.
  3. Complete the details for the initial administrator of your system. NOTE: This can be changed once you have completed the initial login. You can also add additional users and administrators in the Settings section under the User Management option in your CallCabinet application.
  4. In order to complete the registration process, you will need to click the I agree to the Terms and Conditions and Privacy Policy button.
  5. Lastly, click the Create My Account button to complete registration.

You will then receive an email to verify your email address. Once verified, you can proceed to either your personalized login page created in step 2 above (https://wayneenterprises.callcabinet.com) or visit atmos.callcabinet.com

The Login Page

The numbers below relate to the image above:

  1. Enter the email address you used during registration.
  2. Enter the password you created during registration.
  3. If you have forgotten your password, click Forgot Password. On the following screen, you will be prompted to enter your email. A temporary password will be sent to your email.
    NOTE: Once you have gained access to your account, please create a new password to replace the temporary password.
  4. Click Login OR proceed to step 5 if you have a Gmail, Microsoft or Okta username that matches the email address you registered with.
  5. If you have a Gmail, Google Apps, Windows Azure or Okta username that matches your email address used registering and supports SSO Federation Login; you can click the corresponding icons.
  6. Don’t have an account? Click on the Want to learn more? link to visit our website.

The Menu

The numbers below relate to the image on the left:

  1. Home directs users to the CallCabinet Home Page, where users can view certain dashboard information tiles, including; the call volume tile, the security alerts tile, the storage usage tile, the call counter tile and the call statistics tile.
  2. Call Listing directs users to the Call Listings Page, where users can view, filter, tag and playback calls. Using the bulk functions on this page, users can perform actions on multiple calls, such as placing a legal hold on multiple (bulk) calls.
  1. Reporting directs users to the Reporting Page, where users can pull reports on call duration, call volume, quality assurance and speech analytics.
  2. Security Log directs users to the Security Log Page, where users can view a complete history of actions performed on the system by all users.
  3. Client Heartbeats directs users to the Client Heartbeats Page, where users can view the number of CallCabinet Agent Client Desktop installs and the number of CallCabinet Desktop Recorder installs. Server Heartbeats directs users to the Server Heartbeats Page, where users can view and evaluate the health of the communication between CallCabinet and the server.
  4. QA Dashboard directs users to the Quality Assurance Dashboard Page, where users can view information such as the number of QA’s completed and QA score averages. Users can run a QA evaluation using the QA Randomizer directly from this page and view any historical QA’s completed.
  5. QA Scorecards directs users to the Quality Assurance Scorecard Management Page, where users can create, edit and delete QA Scorecards.

Settings opens up a separate sub-menu

  1. General Settings directs users to the Company Information and Security Settings. These settings govern the entirety of CallCabinet for every user within your organization.
  2. Billing Settings directs users to your Company Billing and Subscription Information.
  3. User Management directs users to the User Management Page, where users can add, edit or delete user profiles.
  4. Custom User Roles directs users to the Custom User Roles Page, where users can create, edit or delete a custom role.
  5. Restricted User Roles directs users to the Restricted User Roles Page, where users are able to restrict users either by agent, group or site.
  6. Site Management directs users to the Site Management Page, where users can add, edit or delete sites accordingly.
  7. Agent Management directs users to the Agent Management Page, where users can add, edit or delete agents.
  8. Assign Agents directs users to the Assign Agents Page, where users can assign agents to extensions.
  9. Agent Groups directs users to the Agent Groups Page, where users can create, edit or delete groups.
  10. Extension Management directs users to the Extension Management Page, where users can create, edit or delete extensions.
  11. Call Tags directs users to the Call Tags Page, where users can create, edit or delete call tags.
  12. QA Randomizer directs users to the QA Randomizer Page, where users can manage and define parameters that restrict the QA randomizer.
  13. Retention Policy directs users to the Retention Policy Page, where users can define the retention policy per site.
  14. IP WhiteList directs users to the IP WhiteList Page, where users can restrict user access using a predefined publicly accessible IP address.
  15. Phonebook directs users to the Phonebook Page, where users are able to create, edit or delete phonebook entries.
  16. Analytics directs users to the Analytics Portal Login Page.

The Homepage

 

The numbers below relate to the image on the left:

  1. The Home icon indicates that users are on the Homepage.
  2. The Company: If you have more than one company, you will be able to switch between them here.
  1. The CallCabinet Menu Bar is positioned vertically and allows site-wide navigation to all CallCabinet pages. Users can easily identify each icon by hovering over them; a tooltip will identify the icon and provide users with the ability to expand the menu out.
  2. The Profile Drop-Down list will give users the options to change users’ passwords and log out of CallCabinet, as well as provide users access to the CallCabinet User Guide (this document) and our Support Portal. Super Admin Users will also have the option to Add a Demo call to a site here.
  3. Storage Usage (Hours) is the total number of uploaded hours of recorded calls stored in users’ accounts per site. Storage plans can be increased as needed before or once capacity is reached.
  4. Security Alerts is a record of the most recent logins to the system.
  5. The Calls Counter displays the total number of recorded calls that your company has recorded for the current week, day, hour or month.
  6. Call Volume displays the volume of calls recorded in CallCabinet over the last 14 days, 4 weeks or the last 6 months.
  7. Call Statistics notes the number of logins, calls played back and QA’s completed by the last 5 users in the last 14 days, last month or the last 6 months.
  8. Show this Page at Login – This is ticked by default. Upon login, if un-ticked/un-checked, users will go directly to the Call Listing Page. NOTE: If users do not have access to the Call Listing Page, users will be directed to the Homepage. This is a global setting across all the companies users may have access to.

Call Listing Page

The numbers below relate to the image above:

  1. The Audio Player allows users to play or pause a call recording. Clicking the play button (right-facing arrow) on the audio player opens the audio oscillogram, also called an audio wave. Users can navigate directly to specific locations in the timeline by clicking inside the oscillogram. The information icon will display various metadata about the call.
  2. The Add Filter feature allows users to filter the main data table based on specific parameters such as; date range, call duration, extension, agent, group, site or call tag.
  3. The Apply button, once clicked, applies the selected filter to the main data table.
  4. My Time Zone allows the user to change the display Time Zone for their account.
  5. The Company allows users to switch between multiple companies should there be multiple companies registered here.
  6. The Profile Drop-Down list will give users the options to change their user password and log out of CallCabinet, as well as provide users with access to the CallCabinet User Guide (this document) and our support portal.
  7. The Main Data Table displays a single row for each call recording and can be filtered by simply clicking on the filtration funnel icon adjacent to the column heading.
  8. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 1000.
  9. The Bottom Bulk Actions Toolbar allows users to perform bulk (multiple) actions such as downloading, deleting, exporting to Excel, compliant call sharing, email and the ability to place a legal hold on more than one call recording at a time.
  10. Edit Columns allow users to show or hide columns in the main data table.

Call Listing: Symbols and other Meta-data:

The numbers below relate to the image above:

  1. The Bulk tick/check box allows one or more call recordings to be selected.
  2. The View Call Details will take users to the call details page.
  3. The Play Audio button allows users to listen to the audio of a selected call recording.
  4. Start Time denotes when the call recording started.
  5. Call Type icon represents on which platform the call is being recorded. In the example above, the first icon CallCabinet-Call-Listing-Call-Type (1) represents an MS Teams call recording, and the CallCabinet-MS-Teams-call-recording-icon icon represents a normal phone call recording.
  6. Call ID lists the unique encryption key associated with the call recording.
  7. Agent column lists the agent who answered or made the call.
  8. Direction column indicates if the call was incoming CallCabinet-call-incoming-Direction or outgoing. CallCabinet-call-outgoing-Direction
  9. Duration pertains to the length of the call.
  10. CallCabinet-Flag-symbols Flag symbols are entirely up to users’ own interpretation, and users can assign meaning accordingly.
  11. Call Tag symbol CallCabinet-Call-Tag-symbol indicates that a call recording has been tagged.
  12. Legal Hold symbol CallCabinet-Legal-Hold-symbol indicates that a legal hold has been placed on a call recording.
  13. Site refers to the site or location.
  14. Groups indicate what group(s), if any, the agent is assigned to.
  15. The Bottom Bulk Actions Toolbar allows users to perform bulk (multiple) actions such as downloading, deleting, exporting to Excel, compliant call sharing, email and the ability to place a legal hold on more than one call recording at a time.
  16. Edit Columns allows you to change the information displayed on this page by either adding or removing columns accordingly.

Call Details Page – With PCI DSS Redaction

NOTE: An Advanced User License is needed to access the Call Details Page

The numbers below relate to the image above:

  1. The Back Button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button in order to maintain any filters users may have set on the Call Listing page.
  2. Tags allow users to assign custom identifiers called Call Tags. Tags can be created or deleted from Settings>Call Tags.
  3. Legal Hold provides the ability to retain call recordings for legal or training purposes. This action will store the call recording(s) and associated metadata, regardless of the account’s retention policy. The call will never be deleted while in legal hold status. NOTE: Retention policies can be specified under Settings>Retention Policy.
  4. Notes allow users to leave a general note on a call recording. Please be advised that after 14 minutes, the note will become a permanent record and cannot be deleted.
  5. Flag enables users to flag a specific call recording as an additional filtering parameter on the Call Listing page. Flag symbols are entirely up to users’ own interpretation, and users are able to assign meaning accordingly.
  6. Share enables the user to compliantly share a call recording and the associated information about that call recording to another email address, using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient. When clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can playback the call. The link only provides temporary access to listen to the call, and the user can define how long that call will be available once shared. The user can also set permissions to allow the recipient to add notes to the call and notify the user if the recipient adds a note.
  7. Email enables the user to send the call details related to the call over email.
  8. Download enables users to download the call in a non-encrypted audio format. Users can define which file format they prefer under Settings>General Settings>Select Download Format.
  9. Download Part allows users to select a segment within a call and download the segment in a non-encrypted audio format. Users can define which file format they prefer for download under Settings>General Settings>Select Download Format.
  10. The Assigned To section displays the agent’s name the call recording is assigned to, their extension number, and their email address. A Personal Call tick/check box can be checked off to note that it is not a work-related call, marking it for exclusion from QA evaluations and reporting. From here, recordings can also be reassigned to another agent. Once reassigned, there will be no change in any other historical records except the call recording the user has just reassigned.
  11. The Call Info section lists information about the call recording, including the caller’s phone number, the duration, and the direction of the call. Clicking More will expand the panel to display a complete list of metadata.
  12. The Access Log section is a complete audit trail showing which users have interacted with each call recording and when. It will display which user used the playback feature, made a note, shared the call, or downloaded the call.
  13. The Call Playback section allows users to easily navigate directly to the portion of the call they would like to hear by clicking specific locations within the oscillogram. The oscillogram in the image above shows an example of PCI DSS redaction of personal and private information. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  14. Speaker indicates when there is a change in speaker.
  15. Single Notes allows the user to add multiple single notes at a specific point in time on the call by clicking in the single notes bar.
  16. The Notes Over Time section allows the user to add a note over a specific time period by clicking on the notes over time bar.
  17. The Screenshots section allows users to view any screenshots associated with the call. NOTE: Screenshots are only available with our CallCabinet Agent Client Installation and associated licensing.
  18. The Screenshots display area is where users can view and enlarge screenshots accordingly.

Call Details Page – With Speech-To-Text Transcription

NOTE: An Advanced User License is needed to access the Call Details Page.

The numbers below relate to the image above:

  1. The Back Button directs the user back to the Call Listing page. Using this button and not the browser’s back button is recommended to maintain any filters users may have set on the Call Details page.
  2. Tags allow users to assign custom identifiers called Call Tags. Tags can be made or deleted from Settings>Call Tags.
  3. Legal Hold provides the ability to retain the call for legal or training purposes. This action will store the call recording and other metadata, regardless of the account’s retention policy. The call will never be deleted while in legal hold status. NOTE: Retention policies can be specified by the Admin user under Settings>Retention Policy.
  4. Notes allow users to leave a general note on a call recording. Please be advised that after 14 minutes, the note will become a permanent record and cannot be deleted.
  5. Flag enables users to flag a specific call recording for use as an additional filtering parameter on the Call Listing page. Flag symbols are entirely up to users’  own interpretation, and users are able to assign meaning accordingly.
  6. Share enables the user to compliantly share a call recording and the associated information about that call recording to another email address using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient; when clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can view and playback the call. The link only provides temporary access to listen to the call, and the user is able to define how long that call will be available once shared. The user can also set permissions to allow the recipient to add notes to the call and notify the user if the recipient adds a note.
  7. Email enables the user to send the call details related to the call over email.
  8. Download enables users to download the call in a non-encrypted audio format. Users can define which file format they prefer under Settings>General Settings>Select Download Format.
  9. Download Part allows users to select a segment within a call and download the segment in a non-encrypted audio format. Users can define which file format they prefer under Settings>General Settings>Select Download Format.
  10. The Assigned To section displays the agent’s name the  call recording is assigned to, their extension number, and their email address. A Personal Call tick/check box can be checked off to note that it is not a work-related call, marking it for exclusion from QA evaluations and reporting. From here, recordings can also be reassigned to another agent. Once reassigned, there will be no change in any other historical records except the call recording you have just reassigned.
  11. The Call Info section lists information about the call recording, including the caller’s phone number, the duration, and the direction of the call. Clicking More will expand the panel to display a complete list of metadata.
  12. The Access Log section is a complete audit trail showing which users have interacted with each call recording. It will display which user used the playback feature, made a note, shared the call, or downloaded the call.
  13. The Call Playback section allows users to easily navigate directly to the portion of the call they would like to hear by clicking specific locations within the oscillogram. The oscillogram in the image above shows an example of PCI DSS redaction of personal and private information. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  14. Speaker indicates when there is a change in speaker.
  15. Single Notes allows the user to add multiple single notes at a specific point in time on the call by clicking in the single notes bar.
  16. The Notes Over Time section allows the user to add a note over a specific time period by clicking on the notes over time bar.
  17. The Screenshots section is where users can view any screenshots associated with the call. Screenshots are only available with our CallCabinet Agent Client Installation and associated licensing.
  18. The Screenshots display area is where users can view and enlarge screenshots accordingly. Double-click the screenshot to enlarge.
  19. The Machine Transcription section is where speech-to-text transcription will appear. Speech-to-text transcription is only available with our analytics or transcription licensing.

Call Details Page – With Quality Assurance

NOTE: An Advanced User License is needed to access the Call Details Page.

The numbers below relate to the image above

  1. The Back Button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button in order to maintain any filters users may have set on the Call Details page.
  2. Tags allow users to assign custom identifiers called Call Tags. Tags can be made or deleted from the Settings menu>Call Tags.
  3. Legal Hold provides the ability to retain the call for legal hold. This action will store the call recording and other metadata, regardless of the retention policy. Retention policies can be specified under Settings>Retention Policy.
  4. Notes allow users to leave a general note on a call recording. Please be advised that after 14 minutes, the note will become a permanent record and cannot be deleted.
  5. Flag enables users to flag a specific call recording for use as an additional filtering parameter on the Call Listing page.
  6. Share enables the user to compliantly share a call recording and the associated information about that call recording to another email address using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient;  when clicked,  the link will direct the recipient to a hosted copy of the call recording where the recipient can view and playback the call. The  link only provides temporary access to listen to the call,  and the user is able to define how long that call will be available once shared. The user can also set permissions allowing the recipient to add notes to the call and to notify the user if a note is added by the recipient.
  7. Email enables the user to send the call details related to the call over email.
  8. Download enables users to download the call in a non-encrypted audio format. Users are able to define which file format they prefer for download under Settings>General Settings>Select Download Format.
  9. Download Part allows users to select a segment within a call and download the segment in a non-encrypted audio format. Users are able to define which file format they would prefer for download under Settings>General Settings>Select Download Format.
  10. The Assigned To section displays the name of the agent the call recording is assigned to, their extension number, and their email address. There is a Personal Call  tick/check box that can be checked off to note that it is not a work-related call, marking it for exclusion from QA evaluations and reporting. From here, recordings can also be reassigned to another agent. Once reassigned, there will be no change in any other historical records except the call recording you have just reassigned.
  11. The Call Info section lists information about the call recording, including the caller’s phone number, the duration, and the direction of the call. Clicking More will expand the panel to display a complete list of metadata pulled from your telephony system.
  12. The Access Log section is a complete audit trail that shows which users have interacted with this particular call recording. It will display which user used the playback feature, made a note, shared the call, or downloaded the call.
  13. The Call Playback section allows users to easily navigate directly to the portion of the call they would like to hear by clicking specific locations within the oscillogram. The oscillogram in the image above shows an example of PCI DSS redaction of personal and private information. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  14. Speaker indicates when there is a change in speaker.
  15. Single Notes allows the user to add multiple single notes at a specific point in time on the call by clicking in the single notes bar.
  16. The Notes Over Time section allows the user to add a note over a specific time period by clicking on the notes over time bar.
  17. The Screenshots section allows users to view any screenshots associated with the call. NOTE: Screenshots are only available with our CallCabinet Agent Client Installation and associated licensing.
  18. The Screenshots display area is where users can view and enlarge screenshots accordingly. Double-click the screenshot block below the call player to enlarge.
  19. The Quality Assurance section allows the user to perform a quality assurance evaluation while listening to the call. Quality Assurance evaluations are created under QA Scorecards in the Main Menu. Quality Assurance evaluations are only available with our Quality Assurance licensing.

Call Details Page – With Video and Screen Share

NOTE: An Advanced User License is needed to access the Call Details Page.

The numbers below relate to the image above:

  1. The Back Button directs the user back to the Call Listing page. NOTE: It is recommended to use this button and not the browser’s back button in order to maintain any filters users may have set on the Call Details page.
  2. Tags allow users to assign custom identifiers called Call Tags. Tags can be made or deleted from the Settings menu>Call Tags.
  3. Legal Hold provides the ability to retain the call for legal hold. This action will store the call recording and other metadata, regardless of the retention policy. Retention policies can be specified under Settings>Retention Policy.
  4. Notes allow users to leave a general note on a call recording. Please be advised that after 14 minutes, the note will become a permanent record and cannot be deleted.
  5. Flag enables users to flag a specific call recording for use as an additional filtering parameter on the Call Listing page.
  6. Share enables the user to compliantly  share a call recording and the associated information about that call recording to another email address using an encrypted share function. The compliant call share function allows the user to select what information is shared, such as audio, screen captures and notes on the call. The compliant call share function provides an email link to the recipient; when clicked, the link will direct the recipient to a hosted copy of the call recording where the recipient can view and playback the call. The link only provides temporary access to listen to the call, and the user is able to define how long that call will be available once shared. The user can also set permissions allowing the recipient to add notes to the call and to notify the user if a note is added by the recipient.
  7. Email enables the user to send the call details related to the call over email.
  8. Download enables users to download the call in a non-encrypted audio format. Users are able to define which file format they prefer under Settings>General Settings>Select Download Format.
  9. Download Part allows users to select a segment within a call and download the segment in a non-encrypted audio format. Users are able to define which file format they prefer under Settings>General Settings>Select Download Format.
  10. The Assigned To section displays the name of the agent the call recording is assigned to, their extension number, and their email address. There is a Personal Call tick/check box that can be checked off to note that it is not a work-related call, marking it for exclusion from QA evaluations and reporting. From here, recordings can also be reassigned to another agent. Once reassigned, there will be no change in any other historical records except the call recording you have just reassigned.
  11. The Call Info section lists information about the call recording, including the caller’s phone number, the duration, and the direction of the call. Clicking More will expand the panel to display a complete list of metadata pulled from your telephony system.
  12. The Access Log section is a complete audit trail that shows which users have interacted with this particular call recording. It will display which user used the playback feature, made a note, shared the call, or downloaded the call.
  13. The Call Playback section allows users to easily navigate directly to the portion of the call they would like to hear by clicking specific locations within the oscillogram. The oscillogram in the image above shows an example of PCI DSS redaction of personal and private information. Manual redaction of personal and private information is only possible with the CallCabinet Agent Client Installation and associated licensing.
  14. Speaker indicates when there is a change in speaker.
  15. Single Notes allows the user to add multiple single notes at a specific point in time on the call by clicking in the single notes bar.
  16. The Notes Over Time section allows the user to add a note over a specific time period by clicking on the notes over time bar.
  17. The Screenshots section allows users to view any screenshots associated with the call. Screenshots are only available with our CallCabinet Agent Client Installation and associated licensing.
  18. The Screenshots display area is where users can view and enlarge screenshots accordingly. Double-click the screenshot block below the call player to enlarge.
  19. The Video and Screen Share recording section allows users to view and enlarge video recordings and screen share recordings from multiple participants in an online meeting. Each participant will be displayed on a separate row beneath the call player. The yellow line indicates video recording, and the blue line indicates screen share recording per participant. Double-click the video or screen share block below the call player to enlarge.

Reporting

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Reports Page.

The numbers below relate to the image above:

  1. The Calls Summary section displays the number or percentage of calls this week, this month and the total number of recorded calls to date.
  2. The Calls Volume section displays the call volume over the past six months.
  3. The Saved Reports section lists any previously saved reports. When generating a report, users have the option to save the report. Once saved, it will appear here.
  4. The Create New Report section allows the users to select which type of report they want to create.
  5. A Call Duration Report allows users to pull data associated with call durations. For example, if you want to evaluate how much time your agents spend on calls daily, you would pull a call duration report using the criteria of: by agent by day.
  6. A Call Volume Report pulls data associated with call volumes. For example, if you wanted to evaluate how many incoming calls you have on a particular extension daily, you would pull a call volume report with the criteria of: extension by day.
  7. An Evaluation Counts Report allows you to generate reports based on your quality assurance evaluations. Quality assurance evaluation reporting is only available with our Quality Assurance licensing.
  8. An Evaluation Scores Report will pull reports based on your quality assurance evaluation scores. Quality assurance evaluation reporting is only available with our Quality Assurance licensing.
  9. A Speech Analytics Report will create reports based on call insights such as call sentiment. Speech analytics reporting is only available with our analytics licensing.

Generating a Report

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality
Assurance Admin License is needed to access the Reports Page.

Once you have selected the type of report you would like to view, you will be required to define the report criteria. For example, if you are pulling a call duration report, your first input criteria would be to ask: how do you want to evaluate your call duration; by day, by day of the month, by month, by month of year, by agent by day, by agent by day of the month, by agent by month, by agent by month of year, by extension by day, by extension by day of the month, by extension by month, by extension by month of year.

Once you have defined the initial criteria, the select report field will become visible, prompting you to select a time period for the report: all dates, custom dates, today, yesterday, this week and last week, this month to date, last month, this year, this year to date and last year.

After selecting your initial report criteria and your defined time period, users will be prompted to select which agents and/or extensions you would like to include in your report.

A generated report will display information in both an infographic format and a data table format, both of which can easily be downloaded or exported directly to your desktop. The above image is an example of a report infographic. Depending on your preference, this report can be displayed in either a bar graph or line chart.

A generated report will display information in both an infographic format and a data table format, both of which can easily be downloaded or exported directly to your desktop. The image above is an example of a data table report which can be exported to Excel by clicking on the Excel icon in the top left hand corner of the table.

Security Log

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Security Log Page.

The Security Log Page shows complete information about all changes made to the system, including all access and playback details. The data table will show users the Date, Time, Log Type, Username, and Details of every security and playback event within CallCabinet.

NOTE: Clicking the Excel icon will export all current page data.

Client Heartbeats

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the Client Heartbeats Page.

The Client Heartbeats Page allows the user to evaluate the number of CallCabinet Agent Client Installs as well as the number of CallCabinet Desktop Recorder Installs and which sites and IP addresses are actively using these features.

Clicking the Magnifier on the CallCabinet Agent Client and the CallCabinet Desktop Recorder graphic boxes toggles a pie chart that reports which versions of the CallCabinet Desktop Client or Desktop Recorder your agents are currently running.

Server Heartbeats

NOTE: An Advanced User License, Admin User Role, Quality Assurance Analyst License or Quality
Assurance Admin License is needed to access the Server Heartbeats Page.

The Server Heartbeats section details the health of the connection between CallCabinet and the storage server(s) by monitoring, per site, the last contact with the server and any possible errors.

Double-clicking within the data table will open up the Customer Details dialogue box, which specifies your unique Customer ID, Site ID and IP Address.

Clicking on the Request Log icon on the far right of the data table will open up a confirmation dialogue. Click yes to continue your request for the data log for that specific site.

QA Dashboard

NOTE: A Quality Assurance Supervisor License, Quality Assurance Analyst License or Quality Assurance Admin License is needed to access the QA Dashboard Page.

The Quality Assurance Dashboard gives your quality assurance licensed user an overview of your quality assurance scores and is the launch point for the CallCabinet QA Randomizer

The numbers below relate to the image above:

  1. QAs Completed gives users an overview of the number of quality assurance sessions completed. The data displayed dynamically updates based on the number of QA sessions completed within the selected date range.
  2. QAs Score Averages give users an overview of completed quality assurance session scores. The data displayed dynamically updates based on the score averages within the selected date range.
  3. The Date Range drop-down menu allows users to choose a date range for the dashboard QA graphs. Users can select between the last 6 months, 4 weeks, and 14 days.
  4. Filters allow users to filter the calls they will be scoring using the QA randomizer. Any languages or agent groups users created (see Settings>Agent Groups) will appear in these menus. Use these menus to narrow the focus of the QA randomizer.
  5. Clicking Clear will clear all the filters you’ve set.
  6. Begin Quality Assurance will launch the QA randomizer, which randomly selects a call to score. If any parameters are applied under Settings>QA Randomizer, the selected call will fall within the attributes of the parameter(s). NOTE: Users will need to set basic parameters, such as the percentage of incoming and outgoing calls to include in the QA randomizer before it can be launched.
  7. The Data Table displays key data for completed quality assurance sessions. Users can sort any of these columns by clicking on the column’s name. Choose between the Evaluation Form used to score the Call, the Agent, the Call Date, the QA Date, the Score (which is the score of the call itself), and the Nom Score (which is the score the agent would have achieved was it not for section fails or total fails in the Evaluation Form).
  8. Ticking the Show Call ID tick/check box will activate a hidden column on the page that shows the Unique Call ID string.
  9. The Show QAs completed by via the drop-down menu allows users to alter which calls are shown on this page by selecting which QA Admin’s evaluations they want to see.

QA Scorecards

NOTE: A Quality Assurance Admin License is needed to access the QA Scorecards Page.

The QA Scorecards Page allows users with a quality assurance license to create, edit and delete quality assurance evaluation forms.

The numbers below relate to the image above:

  1. The Create New Evaluation Form button will open up a blank canvas where users can create a new evaluation form by clicking on the Add a question button.
  2. The Available Forms section details any saved evaluation forms. By clicking on the name of the form, users will open up the form editor page, where users can edit and update the form accordingly. Clicking on the trash icon will delete the evaluation form.

Settings

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

General Settings

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The General Settings page allows Admin and Super Admin users to manage the overall settings that govern the entirety of CallCabinet for your organization. Settings that are changed here will be reflected for all users, regardless of user role or licensing permissions.

Company Information Settings

The numbers below relate to the image above:

  1. Email address is the email address associated with your organization’s CallCabinet account.
  2. Physical address is the physical location of your organization.
  3. City is part of the physical location of your organization.
  4. Site is part of the physical location of your organization.
  5. ZIP Code is part of the physical location of your organization.
  6. Date Format refers to how the date is displayed in CallCabinet.
  7. Time Format refers to how the time and durations are displayed in CallCabinet.
  8. Disable Classic Login disables the ability for users to log in with an email address and a password and allows for single sign-on (SSO) using Gmail, Google Apps, Windows Azure, or Okta username that matches your specified email address in CallCabinet.
  9. Phone Number is the phone number associated with your organization’s CallCabinet account.
  10. Custom URL is the unique URL you create for your organization’s access to CallCabinet, for example, https://wayneenterprises.callcabinet.com.
  11. Storage Location refers to where your data is stored and will always be set to default. NOTE: Please reach out to your service provider to change or update your storage location.
  12. Send Weekly Email refers to the weekly storage email updates, which will be emailed to the email address specified above in point 1.
  13. Email Agent on Evaluation, when checked, will allow a QA user to email the Agent the report after completing a QA Evaluation.
  14. WIN Authorized Endpoint allows the admin to specify if single sign-on (SSO) is through Live, NTLM or Office 365.
  15. QA Email Message allows users to input a message here which will be included in the email to the Agent in point 13 above.
  16. The Use OTP for Shares, when checked, will enable a two-step authentication process when a recipient receives a compliant call share email. When the recipient clicks on the link in the compliant call share email, this feature will trigger a second email with an OTP that they will be required to input before they can access the compliantly shared call recording. This feature gives users an additional layer of security as well as a compliance share log in your audit trail to log the recipient’s receipt of the call recording.
  17. The Select Download Format allows users to choose between an MP3, PCM WAV, or the original audio file format.

Company Security Settings

  1. *Download Calls, when checked, will allow users with the relevant licensing to download call recordings from the Call Listing and Call Details pages.
  2. *Email Calls, when checked, will allow users with the relevant licensing to email the call ID and other metadata directly from the Call Listing and Call Details pages.
  3. Share Calls, when checked, allows users with the relevant licensing to compliantly share a call recording and selected metadata directly from the Call Listings and Call Details Pages.
  4. Share Extensions when Sharing Calls, when checked, allows users with the relevant licensing to share extension information along with the recorded audio when using the compliant call sharing feature.
  5. Share Time-based notes when Sharing Calls, when checked, allows users with the relevant licensing to share time-based notes along with the recorded audio when using the compliant call sharing feature.
  6. Share Screenshot when Sharing Calls, when checked, allows users with the relevant licensing to share agent screenshots along with the recorded audio using the compliant call sharing feature.
  7. Share Point-in-time Notes when Sharing Calls, when checked, allows users with the relevant licensing to share point-in-time notes along with the recorded audio using the compliant call sharing feature.
  8. Share Transcription when Sharing Calls, when checked, allows users with the relevant licensing to share the speech-to-text transcription along with the recorded audio using the compliant call sharing feature.
  9. Show Completion Percentage, when checked, will show both the running score and the percentage of progress through the QA evaluation. If unchecked, only the running score will be shown while progressing through a QA evaluation.
  10. Don’t Grey out QA Questions, when checked, will not grey out QA questions as they are completed during the evaluation.
  11. *Share Downloadable Call, when checked, allows users with the relevant licensing to share a downloadable copy of the recorded audio when using the compliant call sharing feature.
  12. Share for a Maximum allows users to define how long the complaint call share link is accessible to the recipient. The time restraints are predefined as: one hour, one day, one week, one month, two months and unlimited.
  13. Share Call with permission to Add Note, when checked, allows users with the relevant licensing to grant permission to the recipient to add a note to the call share.
  14. Share General Notes, when checked allows users with the relevant licensing to share general notes along with the recorded audio when using the compliant call sharing feature.
  15. Email Manager on Completed QA, when checked, will allow the QA evaluator to automatically email a complete evaluation and the results to the agent’s specified manager. Managers are specified per agent under Settings>Agent Management.
  16.  Include Screenshots in QA Completed Email, when checked, will include any screenshots in the email sent to the agent’s specified manager mentioned in point 15 above.
  17. Be Idle For allows users to define, in minutes, how long a user can be logged into CallCabinet but inactive on screen. Once the time limit is reached, the user will be automatically logged out for security reasons.
  18. Export Date Format allows users to change the date display format in their exported data files.
  19.  Show Running Score, when checked, will show both the running score and the percentage of progress through the QA evaluation. If unchecked, only the progress percentage will be displayed while progressing through a QA evaluation.

* NOTE: Download Calls, Email Calls and Share Downloadable Call features may result in a compliance violation depending on the regulations governing your industry and your organization. Check with your Compliance Officer or legal department about your specific security needs before using these features. We DO NOT recommend checking the Share Downloadable Call box unless you are certain that it will not lead to compliance failure.

Billing Settings

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The Billing page is where users will manage the payment of your CallCabinet subscription.

The numbers below relate to the image above:

  1. Site Name is the name of the specific recorded site or location.
  2. Storage Plan indicates the current storage plan assigned to that specific recorded site or location.
  3. Storage Used refers to the number of hours recorded for a specific site or location.
  4. Usage gives users an at a glance infographic and the corresponding percentage (%) of use for a specific site or location.
  5. Price is the current pricing package for that site or location.
  6. Change Plan enables users to change the storage plan assigned to the recorded site or location.

NOTE: This section may not be available to clients subscribing through a CallCabinet partner.

User Management

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The User Management page allows the Admin user to add, edit and delete users.

NOTE: Users are individuals who have login access to the CallCabinet Cloud to review call recordings.

The numbers below relate to the image above:

  1. Add New User will open up a separate dialogue box. To add a new user, you will be required to input the user’s email address, first name, last name and assign the user the relevant user role(s) and user license(s). When adding a new user, Admins also can define if the user can use SSO (Single Sign-on). If Two-Factor Authentication for login is required, please check this box. Please see the User Roles and Licenses table below for more information.
  2. The User License Display Area will identify how many licenses are currently in use, how many are currently provisioned, and how many are available. Please see the User Roles and Licenses table below for more information.
  3. The User Data Table displays a list of your current users and their associated information, such as the user’s name, last name, email address, user role, custom role, QA role and the user’s current status.
  4. The Edit Pencil icon allows users to edit an existing user’s information and licensing.
  5. The Trash icon allows users to delete a user, revoking their ability to login to CallCabinet.
  6. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  7. Show Deleted Users tick/check box, when checked, will display any previously deleted users in the user data table and allow users to reactivate the user by clicking the reactivate button.

User Roles and Licenses

NOTE: Users are individuals who have login access to the CallCabinet Recording platform.

  1. A Standard User Role grants access to the Call Listings Page and allows the user to filter call data and replay call recordings.
  2. An Admin User Role grants access to the Call Listings and Call Details Pages, as well as management of the system settings.
  3. A Super Admin User Role grants access to the entirety of the CallCabinet platform and is the highest role that can be assigned.
  4. Restricted User Roles: There are two types of restricted user roles. A Restricted Standard User Role and a Restricted Admin User Role. Both roles can be restricted to either Agent(s), Group(s) or Site(s). Click here for more information on how to configure Restricted User Roles please see the section on Restricted User Roles.
  5. An Advanced User License grants access to the Call Details Page, Reporting functionality and Analytics features.
  6. A QA License will grant users access to the Quality Assurance features.

Custom User Roles

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The Custom User Roles page allows users to completely customize a user role based on specific organizational requirements.

NOTE: Custom user roles are governed by licensing. For example: if you want your custom user role to provide access to the QA features, you will need a corresponding QA license.

The numbers below relate to the image above:

  1. The Role Name section will list any roles that were previously created and saved.
  2. The Edit Pencil allows users to edit previously created and saved roles.
  3. The Trash icon will delete the role.
  4. Permissions work similarly to a site map, allowing users to define precisely which CallCabinet features they would like included in the custom role. NOTE: Custom user roles are governed by licensing.
  5. Dependencies will list and automatically select CallCabinet features and pages dependent on one another.
  6. Save Permissions will save any changes made to a role.
  7. Add New Role will allow users to add and create a new custom role.

Restricted User Roles

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The Restricted User Roles page allows users to set parameters for restriction. Once users have added a user under Settings>User Management and assigned a restricted user role, the user will then appear here on the restricted user roles page.

The numbers below relate to the image above:

  1. The Data Table will detail the restricted users’ email address, first name and last name.
  2. The Assign Agent icon allows users to restrict the user by agent(s). See Settings>Agent Management.
  3. The Assign Group icon allows users to restrict the user by agent group(s). See Settings>Agent Groups.
  4. The Assign Site icon allows users to restrict the user by site(s). See Settings>Site Management.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  6. Edit Columns allow users to show or hide columns in the main data table.

Site Management

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

The Site Management page allows users to create, edit and delete sites.
NOTE: The default compliance interval for the CallCabinet Agent Client Desktop application is set per site and is managed here. The enable selective recording feature is also set per site and is managed here.

The numbers below relate to the image above:

  1. The Customer Information section will display your unique customer name and customer ID.
  2. The Add New Site button will open a dialogue box. To add a new site, complete the required fields and click save.
    • The Upload Window Start Time and Upload Window Duration relate to the site-specific time period selected, defining precisely when calls can be uploaded to CallCabinet. By default, the duration is set to zero, which means calls will upload as soon as they are processed.
    • The Foundation URL allows users to input a URL specific to an onsite recorder for our Foundation users with a hybrid solution (on-prem and cloud storage).
    • The Default Compliance Interval for the CallCabinet Agent Client Desktop application is set per site and is managed here.
    • The Enable Selective Recording enables users to select from the following settings: a) enable recording of all currently configured extensions, b) disable all recording for currently configured extensions, and c) manually choose which currently configured extensions to record.
  3. The Provision Microsoft Teams button will direct you to the CallCabinet for Microsoft Teams Installer. Download the Installer and follow the prompts to provision CallCabinet for Microsoft Teams.
  4. The Data Table details a list of your current sites, including the unique site ID, site name, the default compliance interval and the hide unanalyzed calls feature for each site.
  5. The Edit Pencil allows users to edit previously created and saved sites.
  6. The Trash icon will delete the site.
  7. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  8. Edit Columns allow users to show or hide columns in the main data table.

Provisioning Microsoft Teams

NOTE: An Admin User Role or Super Admin User Role is required to access the Settings Pages.

Provisioning Microsoft Teams

This page outlines the prerequisites for provisioning the Microsoft Teams Installer.

  1. The Download button will download the installer. Once downloaded, right-click and run with PowerShell to begin the process. NOTE: Please make sure that only a person with full administrator access to your organization’s Azure Tenant and Active Directory runs this tool. For more information please see our knowledge base article here.

Agent Management

The Agent Management page page allows users to create, bulk import, edit and delete agents accordingly.

NOTE: Agents are individuals whose calls are being recorded by CallCabinet.

The numbers below relate to the image above:

  1. Add New Agent opens up a dialogue box. Input the agent information, such as the agent name, email address, site name and supervisor details in the required fields and click save.
    • The Windows Username field field identifies the windows user to whom the CallCabinet Agent Client application will be assigned.
    • Enable Screenshots tick/check box tick box will enable screenshots on this agent’s profile using the CallCabinet Agent Client. Once checked, you will need to set the interval between screenshots; we recommend a 15-second interval.
    • Compliance Enabled tick/check box tick box will enable manual compliance intervention using the CallCabinet Agent Client.
  2. The Import Agents feature allows users to download a template, complete the required fields and upload the template to perform a bulk import of their agent information.
  3. The Agent License Display Area will identify how many licenses are currently in use, provisioned, and available. For more information, please see the table titled Agent Licenses.
  4. The Data Table details your agent information, such as the agent’s first name, last name, site and assigned agent groups.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 10,000.
  6. The Export to Excel icon, when clicked, will export the data table in a .xlsx file and download it directly to your desktop.
  7. The Trash icon will delete one or more agents, depending on how many you select using the bulk selector tick/check box in the far left-hand column.
  8. The Cog icon allows users to bulk reassign extensions to agents using a defined date range.
  9. Edit Columns allow users to show or hide columns in the main data table.

Agent Licenses

NOTE: Agents are individuals/extensions that are being recorded by CallCabinet.

AGENT LICENSES:

Recording License This refers to an agent recording license per targeted extension.
Screen Capture Licenses This refers to our CallCabinet Agent Client Desktop Application which will take screen shots of the agent’s desktop, at intervals that you specify, whilst the agent is on an active call.
Manual PCI DSS Redaction This refers to our CallCabinet Agent Client Desktop Application in which Agents can: Begin a compliance interval, make a note, add a reference or manage email address settings.
Automatic PCI DSS Redaction This refers to our Analytics licensing that utilizes Speech-to-text transcription, which can be set to automatically redact personal and private information from the audio and transcription.
Speech-to-text transcription This refers to our Speech-to-text transcription tool through our Analytics Licensing.

Assign Agents

The Assign Agents page allows your Admin user to assign agents to extensions.

The numbers below relate to the image above:

  1. The Assign Extension button will open up a dialogue box allowing users to choose an agent and an extension. Agents are created under Settings>Agent Management. Extensions are created under Settings>Extension Management.
  2. The Data Table displays your agent list and associated extensions.
  3. The Edit Pencil allows users to edit assigned extensions and agents previously created and saved.
  4. The Trash icon will delete the agent and extension information.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  6. The Export to Excel icon, when clicked, will export the data table in a .xlsx file and download it directly to your desktop.
  7. Edit Columns allow users to show or hide columns in the main data table.

Agent Groups

The Agent Groups page allows your Admin user to create groups for agents to be assigned to.

The numbers below relate to the image above:

  1. The Add Group button will open up a dialogue box, name the group and define which agents belong to that group.
  2. The Data Table will display all of your custom-created groups.
  3. The Edit Pencil allows users to edit groups and the agents assigned to that group.
  4. The Trash icon will delete the group.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.

Extension Management

The Extension Management page allows your Admin to manage extensions.
NOTE: Speech-to-text transcription is assigned per extension and can be managed here.

The numbers below relate to the image above:

  1. The Add New Extension button will allow users to add a new extension. Simply input the extension, the associated site and the assigned agent.
    • The Transcription Enabled tick/check box, when checked, will enable speech-to-text transcription on this extension, provided the relevant licensing has been provisioned.
  2. The Data Table details all your current extension information, such as the extension, the site, the assigned agent and whether recording and speech-to-text transcription have been enabled on the extension.
  3. The Edit Pencil will allow users to edit the extension.
  4. The Trash icon will delete the extension.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  6. The Export to Excel icon, when clicked, will export the data table in a .xlsx file and download it directly to your desktop.
  7. The Cog icon allows users to bulk reassign extensions to agents using a defined date range.
  8. The Map Extensions to Sites feature can be used when you may have duplicate extensions that need to be mapped.
  9. Edit Columns allow users to show or hide columns in the main data table.

Call Tags

The Call Tags page is where your Admin user is able to create, edit and delete Call Tags. Call Tags are applied to call recordings on both the Call Details and Call Listings pages. Call Tags can be used as additional filtering parameters on the Call Listings page, helping users identify specific calls based on customized and thoughtfully applied Call Tags.

The numbers below relate to the image above:

  1. The Add a New Tag button will open up a dialogue box; input the name of your new tag and click save.
  2. The Data Table will display any call tags users have previously created and saved.
  3. The Edit Pencil allows users to edit the call tag.
  4. The Trash icon will delete the call tag.
  5. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.
  6. The Show Inactive Tags tick/check box, when checked, will show any inactive tags in the data table.
  7. Edit Columns allow users to show or hide columns in the main data table.

QA Randomizer

The QA Randomizer page allows your Admin user to set additional controls for the QA Randomizer. The QA Randomizer tool removes the manual task of sourcing and handpicking a call for evaluation by randomly selecting a call for evaluation. The QA Randomizer is launched from the QA Dashboard page.

  1. The QA Randomizer Settings section includes the following:
    • The Internal Calls tick/check box, when checked, will include internal calls in the randomizers selection.
    • The Stopped Calls tick/check box, when checked, will include stopped calls in the randomizers selection.
    • The From Date section defines a set timeframe, measured in days passed, for the randomizer to select call recordings for evaluation.
  2. The Direction section allows users to define what percentage of income and outgoing calls they would like to evaluate.
  3. The Agents section allows users to assign a percentage weight to their agents, guiding the randomizer to include more of (higher percentage) of a  particular agent(s) calls.
  4. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.

Retention Policy

The Retention Policy page allows your Admin user to define the data retention policy per site.
NOTE:: The minimum retention period is 180 days.

The numbers below relate to the image above:

  1. The Data Table will detail a list of all your current sites and their current retention periods, measured in days.
  2. The Edit Pencil allows users to edit the retention policy per site.
  3. The Items Per Page tick/check box allows users to change the number of items returned on each page from 10 to 2000.

IP WhiteList

The IP WhiteList page allows your Admin user to restrict login access to CallCabinet by specifying an IP address and enabling the IP WhiteList feature. Check the Use IP Whitelist tick/check box and enter your password to verify your identity before specifying an IP Address and limiting access to CallCabinet from any other IP Addresses other than the one you have specified.

Phonebook

The Phonebook page allows users to build a directory of contacts in CallCabinet.

The numbers below relate to the image above:

  1. The Data Table will detail a list of all the current contacts.
  2. The Edit Pencil allows users to edit a phonebook entry.
  3. The Trash icon will delete the phonebook entry.

Analytics

All Analytics integrations are customized as per your requirements. Please reach out to your CallCabinet representative for information regarding your specific integration, or access the CallCabinet Analytics Guides here.

Support

If you have any questions or if you require support, please email us at support@callcabinet.com or visit our help desk by clicking here.