Engage

1. Engage Business Call Recording Please press the F5 key on your PC to begin the presentation Click to advance

2. Login • Go to the internet and type: http://callrecording.miami.edu/EngageWebClient/Login.aspx • Enter: • Your UserId • Password = default • Submit default

3. Login First time users: Click Run

4. Main Screen The Log provides access to the full history of system use. The Playback log provides instant playback for many calls and playback for the last 200 calls.

5. Main Screen First time users: Click Load

6. Log of Calls The Cached Calls pane shows a directory of the most recent 200 calls recorded by the system. Parameters for these call records are: ACD Agent ID Name Date Time Day of Week CLID (Calling Line ID) DNIS (Call Identifier) DN (directory #) Duration Port Number Port Name Media Availability

7. Log of Calls - Playback Options Right click on the Playback Log screen to display a pop-up menu with the following options: Search Call(s) - Allows you to search for and locate call records. Recent Calls - Allows you to return the Cached Calls pane to its normal state of the 200 most recent call records. AGC-On or AGC – Off - Allows you to turn on and off the Automatic Gain Control (AGC) feature. Turn GSM Compression On or Turn GSM Compression Off - Allows you to select or deselect GSM compression for playback of the selected call. Turn Beep Tone Filer On or Off - Allows you to remove alert beep tones from playback of the selected call.

8. Log - Search Options You can search by any of these criteria • ACD Agent • Port Numbers • Date & Time • Days of Week • CLID • DNIS • DN • Duration • Remark Note: You cannot playback an active call!

9. Log Search – By Agent To search for a call made by an agent: Click on Agent Name Click Search Click OK A list of the last 200 calls for that agent will be displayed on the Playback Log screen

10. Log Search – By Date To search for a call made by an agent on a particular date: Click on Date & Time Click on Set Select the start date from the calendar Click Search Click OK (to clear window)

11. Playback a Call Right-click on the Playback Log screen for options Click Play to listen to the call

12. Listen to a Call To play and pause the playback of a call: • Click Pause to temporarily pause the recording • Click Resume to continue listening to the call

13. Adding Remarks • Right-click on the call for options • Click Add/Modify Remarks and type in your remarks

14. Search – By Remark To search for a remark made by an agent: Click on Remark Type in a portion of your remark Click Set Click Search Click OK A list of the calls matching that description will be shown on the Playback Log screen

15. Download and Save Calls Recorded calls can be saved on a PC, emailed, stored on a server, archived to DVD, and used like any other standard audio file. Right-click on the call Click Download The call will be downloading into your PC’s “My Documents”. Click Change Folder to change the destination.

16. Logoff

17. Help Click on “Help” from the toolbar to access information pertaining to any of the screens. Select one of the drop-down menus from the toolbar and select a topic