Advanced call recording

Overview

Advanced Call Recording from BT helps our customers meet their compliance and regulatory needs, as well as a host of other use cases. We have partnered with NICE to provide a solution that supports our portfolio of meetings and calling applications.

Guides

How to access Advanced Call Recording interface

Open a browser window on your workstation. In the address bar, type the IP address or hostname of the NTR-X Portal. Here are the steps to follow:

Enter help.nice.com and then choose NICE Customers & Business Partners.
In the Welcome window, click Sign up. Depending on your company's environment, to enter use your Windows username and password or the credentials of your company's identity provider. If "single sign-on" is configured, you can enter NTR-X directly.
In the Sign-up window, enter your details and click Sign up. The following message will appear:

"We sent a one-time code to your email. Insert the code below."
If the customer does not receive the code, they should reach out to their IT department to allow emails from login-portal@nice.com.
Enter the code and click Sign up. That’s it! The Landing Page appears.
Click Documentation Hub - and you are in!

Navigating through Advanced Call Recording application

The Advanced Call Recording User Interface has these basic elements:

Title bar, appears on all pages

Navigation menu, always visible at the left, expanded (full name) or collapsed (icons only)

Main window, containing the application's data.

Title Bar

Click your account name to open the menu.
Profile: see your personal information and set preferences.

Regional settings such as date/time follow your browser's settings.
About: verify the overall version number of your Advanced Call Recording.
Sign Out: Only shown when the customer applies authentication using the own identity provider.

Navigation Menus

Navigation menus allow you to access the main applications, functions and settings of Advanced Call Recording. You can select one of the navigation menus using the Flyout.

The applications and menus that you will see depend on the access rights that you have. Here is an overview of all available menus and menu items.

Main Window

The main windows of the applications consist of a grid with components such as buttons, icon buttons, text fields, checkboxes, radio buttons, drop down lists, pickers.

Tooltips and call-out texts inform you about the functions of the UI components and how to use them.

Below you see the most important components and functions of an application's main page.

How to download the recordings

The downloads application allows you to find interactions (audio, video, chat, screensharing) over multiple zones and download them from the archive(s) to a central location, based on jobs you create.

To use Downloads, you need a Plus license.

Go to Applications > Downloads.

The overview shows all jobs that have already been created.

How to manage the existing recordings

Cancel in-progress download recording

You can cancel any recording or recording run that is in 'Pending', 'In Progress' or 'Reporting' state. You can't cancel a recording or recording run in any other state. To cancel

Ad Hoc recording: click Cancel recording and confirm. The recording will remain in the list, its status changes to 'Cancelling', then 'Cancelled'.
Scheduled recordings: click Cancel recording .

Delete Downloads Recordings

You can directly delete an Ad Hoc job or individual run of a scheduled job with status 'Done', 'Failed' or 'Cancelled'.

To delete a 'Pending', 'In Progress' or 'Reporting' recordings or run, you must cancel it first.

Scheduled recording: you can delete a recording's entire schedule if the status of all its runs is 'Done', 'Failed' and/or 'Cancelled'.

Export Downloads Recording

You can download a CSV file of a recording to your workstation.
The file contains the information from the columns of the job(s) you selected.
Your browser settings define the location the CSV file is downloaded to.
To export one job: click its Export icon. To export multiple recordings, select them and click the Export icon at the top.

How to create, download and delete recording reports

Create a report

You create new reports based on existing templates and save them for use later. To add a report:

In the Advanced Call Recording User Interface, go to Applications → Reports.
To add a report, click + and fill the report details (Title etc.)

Download a Report

You can download report files from the reports location. To download reports:

In the Advanced Call Recording User Interface, go to Applications → Reports
Select the report(s) and click arrow sign
The files are downloaded to your browser's default downloads path, in a zip file.

Delete a Report

You can delete reports from the Advanced Call Recording user interface. Users with the required permission can also delete associated report files from the reports destination, if such files exist.

You can't delete reports that are pending or in progress. To delete a scheduled report, first cancel it and then delete. To delete a report:

In the Advanced Call Recording User Interface, go to Applications → Reports
Select the report(s) and click Delete.
You're asked to confirm the deletion
To delete report files in the report destination, if you have permission and if such files exist, select Also delete the report files from the Report location.
Click Delete