Nextiva Call Recorder App Administrator Guide

Nextiva Call Recorder App

Administrator Guide

VERSION 2.5

Table of Contents

Product Summary ........................................................................................................................................................ 2

Product Requirements .............................................................................................................................................. 2

Nextiva Recorder App: Overview ......................................................................................................................... 3

Logging In ......................................................................................................................................................................................................................... 3

Searching Recordings .............................................................................................................................................................................................. 4

Playing Recordings ..................................................................................................................................................................................................... 5

Exporting Recordings .............................................................................................................................................................................................. 6

Deleting Recordings ................................................................................................................................................................................................. 6

Reports ............................................................................................................................................................................................................................... 6

Product Summary

Recording calls is valuable for training purposes, coaching team members, and identifying

areas of opportunity that can improve the customer experience. Nextiva securely stores all

recordings for six months, and they can be accessed via a dedicated Nextiva Recorder portal.

This document covers the following functions of the Nextiva Recorder:

• Logging in as an Administrator

• Searching recordings

• Playing recordings

• Emailing recordings

• Exporting recordings

• Deleting recordings

• Live monitoring

• Reports

Product Requirements

• An active internet connection

• An active Nextiva Voice account

• User Call Recording license(s) *

activated

• The latest version of Java

• Login credentials for Nextiva Call Recorder

• Access to a supported web browser, such as Internet Explorer, Chrome, or Safari

Nextiva Recorder App: Overview

Logging In

To access the Nextiva Recorder App, navigate to recorder.nextiva.com from a flash-enabled

browser. Administrators, location managers, and Users can gain access to the Nextiva

Recorder App using different permission levels.

NOTE: This module will show Adminstrator functions.

Call Recorder Dashboard

For additional assistance, please contact a member of our Amazing Service team by emailing

[email protected] to immediately open a case.

Searching Recordings

From the left-hand side of the dashboard, multiple search options and filters will be

displayed.

Nextiva Recorder Filter Options

Search recordings by:

• Tag name/text: Search by specific tags.

• ID: Each call is assigned a unique ID number for searchability.

• Min/Max Duration: Filter out calls that are shorter or longer than the specified

durations.

• Local Party: Search by the employee’s phone number.

• Remote Party: Search by the external phone number.

• User First/Last name: Search by the employee’s name.

• Start/End date: Search within a specific time frame.

• Outgoing/Incoming or Both: Calls can easily be filtered by direction.

TIP: To expand search options, add an asterisk (*) for a wild card.

If the specific recording

is not found, add an asterisk at end of the search field parameter, and try again.

TIP: Push Search, and leave all the fields blank to see all the latest recordings displayed in

the center of the dashboard.

Playing Recordings

Once a recording is located, click the Speaker icon on the far-left to play the recording.

Speaker Icon

To Pause, Advance, and Rewind use the FWD/RWD buttons or move the playback along the

bar on the Recorder Player manually.

Recorder Player

Exporting Recordings

Click the Pick Action drop-down, and select one of the following options:

• Export query results: If filtered search, this action allows Administrators to download

the query results.

• Export selected media files : Select one or more recordings by clicking the checkbox

to the right of the recordings listed.

Deleting Recordings

Click the Pick Action drop-down, and select one of the following options:

• Delete query results: If using a filtered search, this action will allow Administrators to

delete the query results.

• Delete selected: Select one or more recordings by clicking the checkbox to the right

of the recordings listed.

NOTE: Deleted files are not recoverable.

Reports

Select Reports to view and download call recording information in PDF, HTML, or CSV

format.

Reports

For additional assistance, please contact a member of our Amazing Service team by emailing

[email protected] to immediately open a case.