How do I tag a recording?

[Belinda Frick]

Overview:

Tagged recordings allow a user to press a specific key combination on their handset whilst in conversation. This will immediately tag the call as a high priority recording. Supervisors have instant access to tagged recordings. It places dual responsibility on both the user and the supervisor to take responsibility for calls and the proper action on these high priority calls. Up to eight tags per call can be placed. Tagged calls are also split up into multiple recordings the listening section of the supervisor. This allows the supervisor to listen to one continuous call or to listen to the individual sections. This can also assist telemarketers to only tag the main part of the recording(from tag to end of recording). Supervisors can then skip the initial introduction parts and listen to the relevant section.

Configuration required:

Log into AMETHYST Webadmin.
Select 'Configure Cardserver/CRE' under the 'Recording' section.
Click on the '+' next to 'Options'.
Enter the digits you want to user next to 'DTMF for markers / tags'.

amt-tagging.jpg

About DTMF digits:

You can use any DTMF digits (typically 0-9, *, and #). You can also use "A", "B", "C", and "D", but I haven't seen any phone that has keys to send those DTMF digits. We usually make it two digits, and usually digits that are not typically typed on the phone when typing a telephone number, so making it 99 would probably not be a good idea, but something like ** or 9# works okay.

You cannot use any function keys (transfer, hold, etc.) as these do not send DTMF digits.

Note:

The SRC (Mitel's software) is not currently giving us the DTMF digits, so call tagging is not currently working on the CRE.

Note that previous versions did send DTMF. Mitel changed something for SRC from version 2.2.14/16 onwards and thereafter it did not work anymore. We have only tested until 2.2.22 . Tagging does not work due to no DTMF digits received from the Mitel side.

The latest version is 2.2.23. This version still have to be tested.

Also see forum post - How do I playback a tagged recording?