Tip:
Highlight text to annotate it
X
As an iReCall Administrator you can configure the users on your system.
Existing users are listed here.
The listing provides an overview of a user's properties,...
...such as their role, logon status, extension number and other details.
Users can be disabled and prevented from logging in...
...using the Deactivate button.
By default, only active users are shown.
To see disabled users as well,...
...check the Show All tickbox.
An administrator can force users out of the system...
...by selecting their entry and pressing the Logoff button.
An administrator or Supervisor can also listen in on an agent's call...
...using the Live Monitor button.
New users are created by clicking the New button.
The same information can be modified for existing users.
Each user must be given a full name.
The User Status tab defines the privileges that a user will have within the system.
The other profile tabs activate depending on the roles selected.
Any person within the organisation that needs to have their calls recorded...
...must be given the Agent status.
Users of the iReCall client that don't have their calls recorded...
...are given the Ordinary User status.
Users can be given more than one status level...
...and there are dependecies between the levels.
For example, to have Reports User status,...
...you also have to have Ordinary User status.
As an Agent, an administrator can define which campaign's...
...the agent will be involved with.
An Ordinary User has the ability to logon to the iReCall client...
...and to search and playback their own calls.
Elevating the Ordinary user to Supervisor status...
...grants them access to play all calls by agents in the same user group.
They can also access the list of users in that group and Live Monitor the calls.
A Privileged User can logon to the client,...
...search and playback all calls and live monitor any call, not just their own.
You can reduce these rights by combining Privileged User status...
...with CampaignGroups Only status.
This locks the Privileged User into only being able to play or monitor...
...'all calls' within the nominated campaign group.
You can elevate a Privileged User to Supervisor status...
...but no additional rights are inferred.
Also, you can not simultaneously limit a Privileged User...
...to a Campaign Group and make them a Supervisor.
Any Ordinary user can be given full admin rights...
...with the Administrator User status.
An Archivist is able to access the Archives area...
...and control the archiving strategy of what is backed up when and where.
The QMS User is able to perform evaluations on calls.
The QMS Administrator has the power to create the evaluation forms that are used.
A Reports User may create and run reports.
The Scheduler User is able to schedule call filters and reports...
...to run at later dates and times to conserve server performance.
An Export User has the privilege to export...
...any call that they have the right to playback.
For example, an Ordinary User with Export can only export their own calls.
A PCIDSS user is allowed to unmask and unmute...
...any portion of a call that they have the right to playback.
A Global Filter user can create and release...
...Global Call Filters that can be seen and used by all the other users.
A Global Report status...
...can be added to a Reports User to enable them to create reports...
...that will be available to other Reports Users.
The Logon Details tab activates for most User Status's.
Here you can define a user's logon credentials,...
...set password expiration...
...and access an audit trail of their activity.
The Alarm Details tab activates for Archivists.
You can set the user's email address and contact number...
...and then decide which alarm policies will trigger an alert to them.
Phone Details are required for the Agent status.
Each agent must have a valid extension number and agent login ID.
The storage location dictates where their recorded calls will be stored.
Every agent must also be assigned a Recording Policy.
Select one or more of the policies defined by the iReCall administrator...
...to apply to this user.
Alternatively choose Record All Calls to ignore any and all recording policies.
To make the selection of users for call filtering, reporting and configuration...
...simpler and quicker, each user can be added to a User Group.
An administrator is free to choose any group names suitable...
...for their organisation.
Users are selected from a list of all available users...
...and copied over into the group.