Create a LAN data source

Use the following procedure to create a LAN data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. for screen recording.

Workflow sequence

Workflow: Screen recording: Task 2 of 7

Procedure 

1. Click Recording Management.

2. Under Data Sources, click Settings > Data Sources.

3. Click Create Data Source.

4. In the Data Source Type dialog box, select LAN (Screen), then click Select.

   The data source types available to you depend on licensing.

5. Type a Name and a Description for the data source (the description is optional).

6. Select a Time Zone from the dropdown list. The recorder relies on the time zone for recording start and end times.

7. Under Recorder Settings, select one of the following under Seating Arrangement:

   • Free seating, the default, indicates that employees do not have permanently-assigned workstations. They are assigned an Employee ID and can log in from any location in the call center. Extensions are assigned dynamically when the employee logs in.

   • Fixed seating indicates that an employee has a permanently assigned workstation and is associated with a specific extension.

   • Hybrid seating refers to a mixed arrangement that contains both Free and Fixed seating for employees.

8. Session Auditing Policy—Defines the type of session/interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. that should be marked and kept in the system. "Disabled" (the default) will only mark sessions/interactions with some kind of content. Two additional options will create a basic entry in the database for sessions/interactions that occurred but were not recorded: "Missed Recordings" will mark sessions/interactions that should have been recorded, but were not, while “Full Switch” will mark all sessions/interactions for which we receive CTI without recording (for example, sessions/interactions that were blocked). You may then search for these types of interactions in the Portal. The Recorder Integration Service will select a viable recorder associated with any device within the Session workspace Area within an application window where the user interacts with the program. to audit the interaction. If no viable recorder could be located at the time of the audit, the audit will be lost.

   Recorded employee segments marked through auditing will appear in playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. once all Sessions/Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. in the related Contact are closed, after a delay of up to five minutes.

9. Long Call Duration - This setting allows you to specify the length of a screen recording, in minutes, after which the system will trigger an alarm. Enter any number between 1 and 1440 (24 hours)—an alarm is raised in the cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where screen recordings exceed this number of minutes. The default is 120.

   The Integration Service runs maintenance checks every five minutes to close screen recordings that last for more than the length of time specified as the Long Call Duration. An alarm will indicate that a call was closed because it was too long. These maintenance checks are not run more frequently in order to avoid imposing an additional load on the system. Therefore it may take up to five minutes to close a long screen recording after it has passed the defined Long Call Duration threshold.

10. To prevent the retention of very short screen recordings, specify a Minimum Session Length (seconds). Active calls (from connected to closed) that are shorter than the specified value will be deleted automatically. If set to zero (0), this feature is disabled and no calls will be deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to the active duration of CTI Sessions or the entire duration of VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.

11. In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it.

    There are situations where recordings do not have employees associated to them. Examples include:

    • IVR recordings where there is no employee or phone device

    • Back office environments where phones are shared and not associated to a specific employee

    Assigning a Default Employee for Interactions to a data source provides a way to provide replay access to recordings that do not include a specific employee. When a Default Employee for Interactions is assigned to a data source, any recording that is not assigned to a specific employee will be associated to the Default Employee for Interactions.

    To capture recordings for a default employee, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

    The default employee must not have a configured end date. Also, do not select an employee who will soon move or transfer to a different organization.

    Once an employee is selected as the Default Employee for Interactions, an error message is displayed on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.

12. Under Associated Integration Service Installations, select the server that is providing Integration Services for this recorder, if applicable.

13. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. This should only be done in consultation with Field Engineers.

14. Click Save.

What do to next

Screen recording: Set up workstations and workstation groups