• Record from Now: A call can be recorded from a specific point if required
• Record a specific portion: Calls can be recorded from a specific point and paused thereafter, having a relevant portion of the call recorded only.
• Record Entire Call: Enable users to record a call from the beginning, in case a user realises that the entire call needs to be recorded, while in middle of the conversation/call.

The search functionality allows users to set up advanced criteria to create pre-defined templates that will return results filtered by:

• Teams
• Caller number
• Number called
• Call Direction
• Call Flags
• Call Duration
• Period & Time

And much more.

Call flags are assigned to a call with the intention to highlight its nature or priority.

Very often, call centers use them to grade the quality of the call from excellent to poor or need training. In addition, multiple flags can be assigned to a single call, in a scenario where you could have a confirmed order but poor customer experience.

They can also be used to pre-define a search criterion

• System Level Filters: Allows the Administrator to set rules and processes to be followed for call recording
• User Level Filter: This appears on the Agents web interface, which can be set-up for that specific user

• Permissions Groups
• User Specific Dashboards
• Dashboard with template reports

• Create jobs for teams by defining a criterion for a set time and date
• Archive calls by defining the path to a specific folder for the scheduled jobs to store calls

This feature is for the Supervisor or Group Admin who can listen to a live call for monitoring and evaluation.

Once the relevant calls have been found, the calls can be accessed using the standard built-in audio player with Play, Rewind, Fast Forward and Pause functionality

• Email recording to a third party
• GSM 610, WAV, WMA and MP3 (32, 64 128 bit) formats
• Network adapters

Receive real time statistics within the QuickRECORD interface including calls recorded, number of monitored extensions, license details and much more.

Set and monitor the frequency of the callers voice. A recorded call can be looked in to immediately, in case, the frequency exceeds the set limit as it may point towards an unsatisfied caller.

Now our end-users can import as many extensions as they want with a few clicks if the respective extensions are already configured with in OmniPCX Office (OXO)

Get call reports for all the calls with an option to filter the results down to:

• Missed calls
• Received calls
• Dialled calls

Set up criteria to receive reports in your inbox for call information with respect to DDI, CLI, or extension for:

• Received Calls
• Missed Calls
• Dialled Calls
• Transferred Calls
• Callback

The reports can be set to be scheduled for a daily, weekly, or monthly basis

All hops or transfers can be traced to see the user experience with the internal user’s specific extension numbers and timing.

Keep on top of missed calls with the ability to ensure that the agents called back within the specified duration. If the respective agents call back within the set duration, the number called will be removed from the missed call report. However, in case the call is returned after the set duration, the number will keep showing in the callback report with an indication that the call was not timely made