Help about call searches in Cybertech

June 22, 2011

1) Two frequently used tabs for research in CT

Every time, you will use the call search and calls listing tabs for researching.

2) In the call search tab, inside search form, you can apply up to nine different filters

A very important thing to remember with those filters is they are cumulative. To activate a filter, click on the blue banner. The search criteria then appear under the banner. This is where you are going to enter the criteria you need to complete your search.

3) Here is a summary of the nine filters

a) Date span: Time/date range, before a date, during last hour, etc.

b) Call: Search by the unique ID of the call or specific info about the call.

c) User details: You choose a specific group or user.

d) Duration: Calls less than, more than or between two times (HH:MM:SS).

e) Remarks: Keyword in a specific remark.

f) Connectivity: Search by channel, by group channel or by extension.

g) Number info (CLI): Search a specific phone number/extension.

h) Marks: Search a specific mark (complaints, training, etc.).

i) Custom database fields: Search a keyword from a custom DB field.

4) The three buttons you will use for searches

You will find those three buttons during searches: Reset form, Store query, Submit query.

Reset form will reset and deactivate (except the "Date span") all filters to default values.

Store query will let you save your current query to use it later on.

Submit query will launch your search.

***WARNING*** If your filter is not restrictive enough and your call volume is high, the search results may never show up. There is a search delay in CT (default 60 seconds), if your query take more than 60 seconds to execute, no results are shown.

5) The information shown after a submitted query is the listed calls, the audio player and the call details.

The most important window is the listed calls. The calls listed are those who correspond to the applied filters.

6) You are able to do some modifications in the listed calls window

Here are the buttons you can use in the result window:

From left to right:
a) Export: Export data in a .csv file for further consultation.

b) Re-fetch data set: Execute again the submitted query.

c) Column selection: Let you add or remove specific columns.

d) Records per page: Change the number of results per page (15, 25, 50, 100 et 250).

e) Auto-refresh interval: Refresh with time interval (with the same query).

f) Online help: Button present in every windows for online help.

7) Audio player let you listen selected calls

Here are different options of the audio player when you listen to recorded calls (from left to right):

a) Fast rewind: Rewind the record fast without audio.

b) Stop: Stop the record.

c) Pause: Stop the record and let you resume from this specific point.

d) Play: Start the record.

e) Fast forward: Forward the record fast without audio.

f) Start loop: Place a start pointer to listen a part of the record in loop.

g) End loop: Place an end pointer to listen a part of the record in loop.

h) Repeat: Restart the record when it reaches the end.

i) Create mark: Create a comment on a specific part of the record.

j) Time display: Show the elapsed/remaining time or the exact time of the call (date + time).

k) Next record: Start the next record from the listed calls.

l) Volume: Raise or lower the volume.

m) Speed: Raise or lower the voice delivery.

8) Details of the selected call

When you select a call and listen to it, the window call details appear and show information related to the call. Here is the window:

a) Main properties: You see all the information related to the call. You can modify the call mark. You need to save your changes with the button at the bottom right.

b) Custom field properties: Show information about custom fields.

c) Audit trail: Show the record(s) added to audit trail.

This window allows you to do some actions about the call. Here are different actions that can be made (from left to right):

a) Download this call: Download the .wav of the selected call.

b) E-mail this call: Let you send the call by e-mail if your SMTP is configured.

c) Online help: Online help like for all other windows.

***WARNING*** Those actions (download, send by e-mail) can be executed only if the user have the sufficient rights.