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Chapter 1: Veriva Centralized Management (CMS)

Veriva CMS has been designed to meet enterprise requirements, providing a single log-on to multi-location systems. Understanding the need for costs cutting measures in the competitive business landscape, Veriva CMS is designed to give managers of businesses with the freedom to access all systems from a single location, with the ability of sharing recorders privately.

Furthermore, centralized recording with data depository on the cloud resolves having duplicate roles to monitor or replay voice files, as interaction call data are frequently required by Main Office and other departments to facilitate risk management, corporate governance and audit purposes, especially in the banking sector. Veriva CMS, includes an integrated approach in accessing call records instantly and efficiently, streamlining operations of the Bank’s business process.

Chapter 2: Accessing Veriva Centralized Management

Figure 1: Veriva Login page

Veriva Centralized Management provides a restricted access to the system. To access the Veriva CMS web-based system, users are required to use the provided login credentials.

Required Access Information

NOTE: The Veriva Centralized Management can be accessed using Google Chrome, Microsoft Edge and Internet Explorer Browser.

Web address /IP: _______________ example 192.168.4.139

Figure 2: Web access to Veriva CMS

Email address: __________________

Password: admin: __________________

Veriva Centralized Management Home

The image below shows the Veriva CMS home page after successful login. The display shows the List of Servers, Type, Network Address and Web Service Location. User can select to access the required system by clicking on the List of Servers.

Figure 3: List of Veriva services in CMS

CMS User Roles And Types

Veriva CMS is a Multi-tenant architecture running on cloud computing that enable seamless deployments, serving multiple providers and their customers. With a multitenant architecture, Veriva CMS is designed to provide every tenant a dedicated share of the instance – including its data, configuration, user management, tenant individual functionality and non-functional properties.

Inherently in the CMS administration, there are 5 specified user roles and types. Depending on each role, administrators can set, create, and edit user toles and assign them to users. Below are the details of the available user roles and permissions.

User Roles & Types	Domain Global Admin	IT Admin	Supervisor Admin (Customer Admin	User Admin (Customer Playback Manager)	User (Normal User)
Domain Administration
Company Name	YES	NO	NO	NO	NO
Domain	YES	NO	NO	NO	NO
All Account Types	YES	NO	NO	NO	NO
Company Departments	YES	NO	NO	NO	NO
IT Administration
Password Policy	YES	YES	NO	NO	NO
View Audit Trail Log	YES	YES	NO	NO	NO
Account Reset Password	YES	YES	YES	NO	NO
Account Enable / Disable	YES	YES	YES	NO	NO
User Management
User Department	YES	NO	No	NO	NO
User Groups within Department	YES	NO	YES	YES	NO
User Account (including changing username and edit profile)	YES	YES	YES	NO	NO
Channels to User	YES	YES	YES	NO	NO
Assign License to User Accounts	YES	NO	NO	NO	NO
Assign Access Level to User (like assign user account to be IT manager or user or playback manager)	YES	YES	YES	NO	NO
Assign Groups within departments to User	NO	NO	YES	NO	NO
Assign Groups to Supervisor	NO	NO	YES (Future Release)	NO	NO
Playback User Channels	NO	NO	YES	YES	YES

Figure 4: User roles and types table

Change Password

To change the password, the user should select their name on the top right corner and click on Change Password link

 

Figure 5 Access Change Password

On the Change Password page, you will be required to key in your Current password and New password then Click on SAVE button.

Chapter 3: Dashboard (For User)

On the Dashboard, summary of call information is displayed with Total Calls for Today by lines/channels for current and pre-defined like last week, last month and before. At the bottom panel, listing of frequently called phone numbers are displayed with recently flagged calls.

Figure 6 Veriva Dashboard

Total Calls today

This display shows the Total Calls panel according to the Channel ID, Channel Name, and Total Calls. An alphanumeric Search Filter is provided to list specific numbers or names

Figure 7 Total calls summary per user

Quick Display Comparison Call Charts

The quick display chart provide users with historical data for comparison of performance. The user can change display by selecting the Interval button for Last 7 Days,Last 30 Days,Last 6 Month or Last 12 Months.

Figure 8 Quick display of total calls comparison charts

Most Frequently Called Numbers

In the Most Frequently Called Numbers at the bottom left panel provide users wil quick search to display specific numbers that are captured for both incoming and outgoing calls. Without using the search filter, it displays the most frequently called numbers listed with no. of times by incoming or outgoing call.

Figure 9 Most frequently called numbers listing

Recently Flagged Calls

In the Flagged Calls, calls that have been recently flagged will be displayed for quick access by user. Calls displayed are within last 30 days. In Search filter, user can enter alphanumeric text, and filters will be applied to all columns except Flag. To replay anyone of the calls listed, user can select the relevant Call ID and the playback window with the call being replayed automatically.

Figure 10 Recently flagged calls

Chapter 4: Wallbaord (For Manager)

On the Wallboard, the summary of agent performance and process is displayed by individual agents or grouped by teams with display options based on last number of hours or a predefined time period. Each of the table based on the chosen option is displayed with a customizable widget. Each widget is displayed with the chosen filter and compared against the previous day and the previous week of the same day as today.

Figure 11 Veriva Wallboard

Customizing your widgets in the Wallboard.

There are six (6) widgets that you can customized for better visibility into metrics and daily progress. You can select a group of agents or a specific agent with options to display metrics with total calls handled, average talk time or total talk time.

Figure 12 Veriva Wallboard-Customizing widgets

Chapter 5: Reports (For Manager)

On the Reports tab, graphs are generated based on chosen options to display according to the total no. of calls by direction, the total talk time and average talk time based on a predefined time period. When a user chose a report based on groups or a specific agent, there are four (4) graphs that are tabulated as below.

• Total calls – Total calls graphs are based on the total calls made or received depending on the choice of the user.
• Total talk time – Total talk time is based on the actual conversational times of the agent or group.
• Average talk time – Average talk time amount of time that an agent spends in handling the calls.
• Combined graph – The combined graph displays all three of the above graphs into a single display.

Figure 13 Veriva Report- Graphs display options

The graph displayed below is a combined graph based on a group of agents within a specific time period. The bar chart represents the total calls and the red line chart displays the total talk time. The black line chart displays the average talk time of the agents.

Figure 14 Veriva Report- Graphs display

At the bottom of the graph is the data table with the call targets set by managers. These reports can be exported to both PDF or excel format.

• Group Id – a system created number.
• Enable Total Call Target – The user has chosen to display shown as either true or false.
• Units per hour – The no. of calls set by the manager as the target on an hourly basis.
• Units per day – The no. of calls set by the manager as the target on a daily basis.
• Enable Average Talk time – The user has chosen to display shown as either true or false.
• Talk time by minutes per hour – The talk time target set by the manager on an hourly basis.
• Talk time by minutes per day – The talk time target set by the manager on a daily basis.

Figure 15 Veriva Report data table

Exporting Reports to PDF and Excel.

Reports generated based on your chosen options may be further used by managers to analyse the agent behaviour or group performance. For example, in the following screen shot, the graphs show the agent performance based on a specified date range for a group of agents.

Figure 16 Veriva Report in PDF

Generating reports in excel enable managers to collect data for organization of data sets and analysis. Multiple reports can be stored together on a single workbook for sorting, filtering and searching of information.

Figure 17 Veriva Report in Excel

Generating Reports

The reports can be generated based on three (3) main aspects that is total calls handled, total talk time and average talk time in a call centre. You can select a group or a specific agent with options to display metrics with total calls handled, average talk time or total talk time. The available fields for arranging your reports are as below:

• X axis (Horizontal) label value – An option for the user to select based on time period or by channels.
• Y axis (Vertical) label value – An option for the user to select based on numbers or by percentages.
• Time period – Predefined – A ready time selection option based on daily, weekly or monthly.
• Date and time period – User specifies a custom date and time range. Due to the limitations of display, there is a maximum period whereby the total duration of the start and end date cannot exceed 2 months.
• Channel – User can choose either a group or by agent.
• Show Total Call Target – If a manager has setup the tracking with call targets, the user can choose to display or not.
• Show Average Talk Time Target – If a manager has setup the tracking with average talk time targets, the user can choose to display or not.
• Direction – User can choose to display by incoming, outgoing or by both call directions.

Figure 18 Veriva Reports-Customizing reports

Chapter 6: Dashboard (For IT Manager Level)

On the Dashboard of IT Manager user levels differ from User and Supervisor Level, of the Veriva CMS system. IT Managers are given access to system management and maintenance functions. The access levels exclude call replay access.

Figure 19 Veriva Dashboard for IT Manager Level

Storage Utilization Display

A graphical display of system storage utilization is displayed by Operating System, Recording Storage, Archive Storage and External Storage. Each storage can be a partition of the allocation space for the specified system.

Operating System – The location or partition of the system installed with the Operating System.

Recording Storage – The location or partition of the temporary recording files before archiving.

Archive Storage – The location or partition of the recording files that are stored always in the specified system.

External Storage – The location or partition of a redundant storage. Usually an external storage connected to the specified system like removable storage and NAS (Network Attached Storage), storing the recording files permanently.

Figure 20 Veriva Dashboard – Storage Utilization Display

Service Status

The Service Status panel displays current running services of the specified system. IT managers can restart services if required. Restarting of system service, may disrupt recording functions, leading to loss of recording. Please ensure you are authorized to perform IT administration, and users are aware of the system downtime, if any. Channel ID, Channel Name, and Total Calls. An alphanumeric Search Filter is provided to list specific numbers or names

Figure 21 Dashboard – IT Manager user level – Service Status

Total Calls Today Display

The display for Total Calls Today provide an indicative recording status to administrators by providing them with calls handled across channels. The ascending and descending filter for Total Call quickly sort channels with zero or low calls handled. Administrators can perform checks on these channels quickly to check on possible faults, if any.

Figure 22 Quick display of total calls handled for IT Manager

Total Calls Comparison Charts

In the Total Calls Charts at the bottom right panel provide administrators with calls for four (4) time intervals. Without using the Intervals filter, it displays last seven (7) days of calls handled.

Figure 23 Total calls comparison charts for IT Managers

Chapter 7: Playback – Replay Of Calls

The Playback is used for viewing, filtering, listening and searching for the recorded calls data.

Figure 24 Playback Tab

Last Hour

To access calls within the last hour, select Last Hour in Playback Tab. Select the Call ID to start replay of the selected call. Call listings can be exported to CSV form for reporting and charts tabulation using Microsoft Excel.

Figure 25 Last hour calls list

Figure 26 Export Last hour calls list in CSV Form

Today

To access calls for today, select Today in Playback Tab. Select the Call ID to start replay of the selected call. Call listings can be exported to CSV form for reporting and charts tabulation using Microsoft Excel.

Figure 27 Today calls list

Figure 28 Export Today calls list in CSV Form

Last 7 Days

To access calls within the last 7 days, select Last 7 Days in Playback Tab. Select the Call ID to start replay of the selected call. Call listings can be exported to CSV form for reporting and charts tabulation using Microsoft Excel.

Figure 29 Last 7 Days calls list

Figure 30 Export Last 7 Days calls list in CSV Form

Last 30 Days

To access calls within the last 30 days, select Last 30 Days in Playback Tab. Select the Call ID to start replay of the selected call. Call listings can be exported to CSV form for reporting and charts tabulation using Microsoft Excel.

Figure 31 Last 30 Days calls list

Figure 32 Export Last 30 Days calls list in CSV Form

Search – Extensive Search Filters

To access specific calls within search criteria, select Search in Playback Tab. In the Search Filter, user can define to search by Date, Time, Call duration range. Channel/line, Call direction, different flag colours and remarks. Select the Call ID to start replay of the selected call. Call listings can be exported to CSV form for reporting and charts tabulation using Microsoft Excel.

Figure 33 Searching for calls list

Single Call Record Playback

In the calls list, select a call for replay by clicking on the Call ID number. The media player window will open and the selected call will begin to replay automatically. During the replay, user can add a flag, add/remove a remark and download the call for external storage.

Figure 34 Single call playback

Figure 35 Flaging a call and adding remarks option

Sequential Playback

In order to have a Sequential Playback you must select at least 2 or more call records selected by checking the box on the left side of the call ID and then Click on Sequential Playback. The maximum no. of calls that can be selected for Sequential playback is 10.

Figure 36 Sequential Playback

Another message box will pop up, asking for permission to allow the web page full access your digital media file and library. Click YES.

Figure 37 Sequential Playback pop up message

Synchronous Playback

In order to have a Synchronous Playback you must select at least 2 or more call records selected by checking the box on the left side of the call ID and then Click on Synchronous Playback. The maximum no. of calls that can be selected for Synchronous playback is 4.

Figure 38 Synchronous Playback

Multi-language Call Transcription and Emotion AI

Veriva CMS offers multi-languages call transcriptions with call replay, to provide users with a digital recording and transcription-to-text for easy and accurate references. Transcription services are offered to enterprises as a service subscription. In Playback Tab of Veriva CMS, the call listing includes both indicators for Transcription and Emotion AI.

Figure 39 Playback call list display with Transcription and Emotion AI indicators

Using Call Transcription

Call Transcription (Transcribe ) icon appears in the Playback Call window, if your company has an active subscription for the service.

Figure 40 Playback call window with Transcribe icon

User can click on the Transcribe icon to start call transcription for the specified call. A list of available languages is displayed for the user to select for transcription. The current list of languages available are English (US), English (UK), Spanish, French, German, Portuguese, Mandarin, Japanese and Korean. Additional languages will be updated from time to time based on product release dates.

Figure 41 Call Transcription languages selection

Upon selection of a language, a notice to inform user of credits deduction (for users with a Veriva Wallet) will appear as default. If you have an active subscription, a package with number of hours is included in your plan. Transcription credits will be deducted even you have selected an incorrect language matching to the conversation.

Figure 42 Call Transcription languages selection

During a call transcription, a progress indicator is displayed, and transcripted text will appear. As all calls are being transcribed live from our server, please be patient if the selected call is a lengthy.

Figure 43 Call Transcription in progress with live server

Once a call has been transcribed, user can select the Download button to save a copy of the text to your computer. Interactions transcribed are displayed by each speaker in the conversation, for clarity.

Figure 44 Downloading transcribed text to your computer

A copy of the text file will be stored in a default location based on your PC settings.

Figure 45 Transcribed text file

Using Call Transcription And Emotion AI

Depending on the availability based on language selection, Emotion AI is provided as an additional feature. Emotion AI button automatically appears if the transcribed call’s language has emotion analysis, included.

Figure 46 Emotion AI function appears automatically if available

User can click on Emotion AI button to display the emotions analyzed from the conversation.

Figure 47 Emotion AI graphical display

Emotion and sentiment analysis combined provide a deeper insight to the conversation, and are segmented into two (2) areas:

Social Attitude – Analyzing tone based on social prepensities (Openness, Conscientiousness, Extraversion, Agreeableness, and Emotional)

Overall Sentiment – Analyzing sentiments based on emotions (Joy, Fear, Sadness, Disgust and Anger)

Currently Emotion AI is offered to English (US) language option. Additional languages will be updated from time to time based on product release dates.

Figure 48 Emotion and sentiment details based on conversation

Chapter 8: System Administration for On Premise Systems – Supervisor/Admin Level Manager

Veriva CMS allows you to manage users, groups, and roles defined in the default security realm. You must be logged in as a member of the Administrators group to add, delete, or modify a user, group, or role. Upon log-in, in the Home Tab, a list of systems managed by CMS is displayed. Managers will first need to choose the system to begin administration functions.

Figure 49 Home – Display list of systems

In the system main page, information of current storage, service and calls summary provide indicative system conditions for supporting roles. Information on this page cannot be edited, except Service Status, that managers will restart services if required. Restarting of system service, may disrupt recording functions, leading to loss of recording. Please ensure you are authorized to perform IT administration, and users are aware of the system downtime, if any.

Figure 50 Veriva On Premise System Main Page that displays system conditions

User Management In Local Users Setting – Access Via System GUI

Within the system’s main page, managers can view and add local users by selecting settings and Local Users. Local users are the user accounts that are allowed to access a Veriva call recording system managed by Veriva CMS. Local Users option appears after you have selected the Veriva call recording system’s location after log-in in Home page.

Figure 51 Local Users

On the Local Users page, the user will be able to check the user’s status, reset password, delete and Add New User by clicking on the New User button.

Figure 52 Local Users List

On the Add Local User page, the user can add the User Name, User Access Level, Configuration and Channel. After click on SAVE to register the new user.

Figure 53 Add Local User configurations

Username And Access Level Configurations

In Add Local User page, User Access Level comprises of different day-to-day functions that a user can access. The available functions are Playback, Manage User, Configure Veriva, Set Recording Schedule, View Log, View Repot, Run Backup and Run Repair Tasks and are selectable based on the user role defined.

Playback – Accessing to replay calls.

Manage User – User management access for creation, modification and deletion of users to access the Veriva CMS system.

Set Record Schedule – Configuration of recording schedule based on day and time by specified channels.

View Log – Accessing to system logs and viewing audit trail of events.

Run Backup – Accessing the backup function to perform archiving to multiple storage locations.

Run Repair Task – Accessing to repair tools that fixes backlog and temporary files located in Recording folder, due to unproperly shutdown procedure.

Figure 54 User Access Level configurations

Configurations – *RECOMMENDED FOR IT ADMINISTRATORS ONLY

In Configurations, the option is recommended only for IT administrators as any changes requires a system restart and loss of recording is unavoidable. The configurations are tied to each channel of the recording system if modifications are required to improve audio quality and capturing of call information. Please ensure you are authorized to perform IT administration, and users are aware of the system downtime, if any.

Set Record – Enabling of recording function for the specified channel. *On-premise systems.

Set HP Filter – Setting of High Pass Filter Control for the specified channel. Selecting the “HighPassFilter” option filters the noise during conversations. Setting the input high pass filter on enables secondary and primary PCM streams to pass through a high pass filter before further processing. By default, the high pass filter is enabled. *On-premise systems.

Set AGC – Enabling of Automatic Gain Control configurations for the specified channel. Automatic Gain Control is utilized to balance the audio control. Automatic Gain Control (AGC) optimizes the voice data to facilitate a wide dynamic range typically encountered when a voice logger is connected close to a PBX or analog phone. *On-premise systems.

Set Caller ID – Enabling access to Caller ID capturing and configuring “Sensitivity Level”, the default setting is at 38. *On-premise systems.

Set Echo – Enabling access to “Echo Control” in reducing echo during conversations. Enabling echo from the voice communications can improve voice quality. In addition to improving subjective quality, this process increases the capacity achieved through silence suppression by preventing echo from traveling across a network. *On-premise systems.

Set Board Config – Access to physical recording board configurations display, and digital PBX model settings and preferences for D-Channel recording *On-premise systems.

Set Triggering Method – Access configuration for Recording Methods by channel like Loop/Voltage, Vox/Activity and Always Record to physical recording board configurations display, and presentation. *On-premise systems.

Set VGain – Access configuration for Gain table, users can adjust the voice volume according to requirements, and the default setting is at 0 for reference. The max value of Gain cannot be more than 24. *On-premise systems.

Set Stream Buffer – Access configuration to the steaming buffer, a standard configuration by the manufacturer for call handling. The default for Streaming Buffer Size is 1625 and the Temp Buffer Size is 8125. *On-premise systems.

Set Activity – Access configuration to the Silence / Activity Detection Table, administrators can adjust the Threshold, Activity, Silence, and Duration depending on environments. As these environments differ, please contact the technical team for assistance. *On-premise systems.

Set Max Connect – Access configuration to the max connection duration table that is a pre-configured numeric number, based on Phone Model of a PBX system. The numeric numbers are usually in 0 to 8 that is configured by the manufacturer. The Max Connection Duration indicates the maximum duration of any one call recorded by Veriva Sentinel. The default setting is 300 minutes. As these environments differ, please contact the technical team for assistance. *On-premise systems.

Set Volume – Access configuration to Volume, used to adjusts the overall amplitude of the transmitted voice data. *On-premise systems.

Figure 55 System configurations of channels in User Access Level

Channel – Management and Playback Access Rights

In Channel, the configuration is for user to access the respective channels allocated, within a system.

Figure 56 Channel management and playback access in User Access Level

User Management In Channels Settings

In Channels of the Settings Tab, a list of all channels in the system is displayed with the current statuses. Managers can manage recording schedules by channel in this page and create custom grouping for channels. The explanation of statuses for each channel is as follows:

For Display Only and cannot be modified via CMS, except for Channel Name and Schedule Recording.

Physical Port – The physical port represents the actual port used by the channel in the system, that is connected to the PBX.

Channel Name – Customizable channel names set by administrators.

PVT – Playback Via Turret functions, integrated with dealer boards in the system. *On-premise systems.

ROD – Record on Demand functions configured for the channel. Either Yes or No.

Monitor – Monitoring with System GUI in progress channel status. Either on or Off.

Status – Current channel mode for recording in progress. Either Idle or Record/Recording.

Number of Calls – Number of calls handled by the channel for today. System refreshes daily.

Set Schedule – Customizable recording schedules based on day and time.

Figure 57 List of Channels in System

Adding A New Group For Channels

Group Channel page, displays the Group name and description. To add a new group channel, click on the Add button. For any modifications, you can select either Edit or Delete by Group Name.

Figure 58 Group Channel Page Listing

In Add Group channel page, the user can add the Group Name and select the Channels then click the Save button to create a new group.

Figure 59 Add a new group for channels

Setting Recording Schedules by Channel

In the Channels Tab, each channel can be modified by selecting Set Schedule.

Figure 60 Accessing Set Schedule in Channels listing

Within each channel, manager can modify recording times based on a custom schedule indicated by each day of the week, and every hour of the day in Record Schedule. Each day is indicated by a 24-hour period starting at 00:00 (midnight) till 23:59. The applied settings can be configured by channel or you can select Apply All Channels to have an identical configuration across channels.

Figure 61 Seting recording schedules in channels

Playback Filters For Dial And Receive Digit Display

In Settings Tab, managers can select Playback Filters to control call information display for dial and receive digits of incoming and outgoing calls. This feature is frequently used to hide Pin codes to access IDD lines or to hide ROD (Record on Demand) Pins. The Playback Filter page, consists of various settings for either dial or receive digits. The explanation of settings, across channels are as follows:

Enable Dial Digit Filtering – Settings for outgoing calls in Dial Digits/DTMF display in Playback page

• Double Digit – In some situations due to the limitation of PBX connections, echoes are captured by the recording system. Managers can select this field to omit double digits display.
• Hide First – Hiding of a specified number of digits from the front of an outgoing call.
• Hide Last – Hiding of a specified number of digits from the back of an outgoing call.
• Ignore – Omit display of certain group of digits within Dial Digits.
• Ignore Before – Omit digits display before a certain grouping of digits within Dial Digits.
• Ignore After – Omit digits display after a certain grouping of digits within Dial Digits.

Enable Caller ID Filtering – Settings for incoming calls in Receive Digits/Caller ID display in Playback page

• Double Digit – In some situations due to the limitation of PBX connections, echoes are captured by the recording system. Managers can select this field to omit double digits display.
• Hide First – Hiding of a specified number of digits from the front of an incoming call.
• Hide Last – Hiding of a specified number of digits from the back of an incoming call.
• Ignore – Omit display of certain group of digits within Receive Digits.
• Ignore Before – Omit digits display before a certain grouping of digits within Receive Digits.
• Ignore After – Omit digits display after a certain grouping of digits within Receive Digits.

*All Display in Dial and Receive Digits are Alphanumeric.

Figure 62 Playback Filter for Dial & Receive Digits Display

Chapter 9: System Administration For IP & Cloud Systems – Supervisor/Admin Level Manager

Veriva CMS allows you to manage users, groups, and roles defined in the default security realm. You must be logged in as a member of the Administrators group to add, delete, or modify a user, group, or role. Upon log-in, in the Home Tab, a list of systems managed by CMS is displayed. Managers will first need to choose the system to begin administration functions.

Figure 63 Home – Display list of systems

In the system main page, information of current storage, service and calls summary provide indicative system conditions for supporting roles. Information on this page cannot be edited, except Service Status, that managers will restart services if required. Restarting of system service, may disrupt recording functions, leading to loss of recording. Please ensure you are authorized to perform IT administration, and users are aware of the system downtime, if any.

Figure 64 Veriva IP System Main Page that displays system conditions

User Management In Local Users Setting In IP And Cloud Recording Systems

Within the system’s main page, managers can view and add local users by selecting settings and Local Users. Local users are the user accounts that are allowed to access a Veriva call recording system managed by Veriva CMS. Local Users option appears after you have selected the Veriva call recording system’s location after log-in in Home page. On the Local Users page, the user will be able to check the user’s status, reset password, delete and Add New User by clicking on the New User button.

Figure 65 Local Users List in IP and Cloud recording systems

On the Add Local User page, the user can add the User Name, User Access Level, Configuration and Channel. After click on SAVE to register the new user.

Figure 66 Add Local User for IP and Cloud recording system configurations

Username And Access Level Configurations For IP And Cloud Recording Systems

In Add Local User page, User Access Level comprises of different day-to-day functions that a user can access. The available functions are Playback, Manage User, Configure Veriva, Set Recording Schedule, View Log, View Report, Run Backup and Run Repair Tasks and are selectable based on the user role defined. Explanations for the configurations are as below:

Playback – Accessing to replay calls.

Manage User – User management access for creation, modification and deletion of users to access the Veriva CMS system.

Set Record Schedule – Configuration of recording schedule based on day and time by specified channels.

View Log – Accessing to system logs and viewing audit trail of events.

Run Backup – Accessing the backup function to perform archiving to multiple storage locations.

Run Repair Task – Accessing to repair tools that fixes backlog and temporary files located in Recording folder, due to unproperly shutdown procedure.

Figure 67 User Access Level configurations for IP and Cloud recording systems

IP Clients – Management and Playback Access Rights

In IP Clients, the configuration is for user to access the respective IP channels allocated, within a system.

Figure 68 Channel management and playback access in User Access Level

User Management In IP Client Settings

In IPX Clients of the Settings Tab, a list of all IP channels in the system are displayed with the current statuses. Managers can manage recording schedules by channel in this page and create custom grouping for channels. The explanation of statuses for each channel is as follows:

For Display Only and cannot be modified via CMS, except for Name, Telephone Number, Recording Method and Schedule Recording.

Physical Port – The physical port represents the actual port used by the channel in the system, that is connected to the IP PBX.

IP Address – The specified IP address configured to the user, set by administrators.

Name – Name of the user for the IP address.

Recording Method – Configuring the type of recording method used for the IP Address. Selectable option for Always Record, No Record or ROD – DTMF.

Monitor – Monitoring with System GUI in progress channel status. Either on or Off.

Status – Current channel mode for recording in progress. Either Idle or Record/Recording.

Number of Calls – Number of calls handled by the channel for today. System refreshes daily.

Set Schedule – Customizable recording schedules based on day and time.

Figure 69 List of Channels in IPX Clients

Adding A New IPX Client

IPX Clients page, displays the list of IP Addresses and User channels. To add a new IP Client, click on the Add button. For any modifications, you can select either Edit or Delete by IP Address.

Inside the Add page, insert the IP Address of the new user, follow by their names and telephone numbers. Administrators are required to configure the Recording Trigger for each IP Address.

No Record – Do not record for the specified IP Address.

Always Record – Enabling Recording for the specified IP Address.

ROD – DTMF – Perform recording only when DTMF is detected. Recording on Demand using pre-configured 4-digit Pin codes.

Figure 70 Adding new IPX Clients in Page Listing

Figure 71 Selecting Recording Trigger in new IPX Clients

Setting Recording Schedules by IPX Clients

In the IPX Clients Tab, each IP channel can be modified by selecting Set Schedule.

Figure 72 Accessing Set Schedule in IPX Clients listing

Within each IP channel, manager can modify recording times based on a custom schedule indicated by each day of the week, and every hour of the day in Record Schedule. Each day is indicated by a 24-hour period starting at 00:00 (midnight) till 23:59. The applied settings can be configured by IP channel or you can select Apply All Channels to have an identical configuration across IP channels.

Figure 73 Seting recording schedules in IP channels

Configuring Non-Station Options For IP Channels

In Settings Tab, administrators can filter IP address of any endpoint that should not be identified as a station. The maximum number of endpoints that can be configured is twenty-five (25) endpoints under Non-Station IP Address. Select Add button to create new or Delete by IP Address.

Figure 74 Configuring non-station IP addresses

Configuring Soft Recorder Device Options For IP Recording

In Settings Tab, for any IP recording system, the Soft Recorder Device Option is a fixed and static IP address that is allocated to the Soft Recorder. Network administrators are required to create a dedicated IP address. Select Add button to create new or Edit to modify and Delete to remove the soft recorder device IP Address.

Figure 75 Configuring soft recorder device options for IP recording

Configuring IP Recording Option For Static or Dynamic IP Addreses

In Settings Tab for any IP recording system, there are two (2) options to configure recording using either Static IP or Dynamic IP. Depending on your existing IP PBX configurations, please select the appropriate IP recording option.

Static IP – Static IP recording by station network configurations. Recording will only be enabled on the defined static IP addresses. Each IP address requires a recording license.

Dynamic IP – Dynamic IP recording are IP addresses that switches to a different address when the device is rebooted, or after a certain period of time. As each IP address requires a recording license, the recording will only capture the initial received RTP packets stream, based on the available recording license. E.g. if there are only five (5) recording license in the system, the recording will be enabled only for the first five (5) IP addresses it receives. Subsequent IP addresses of other stations will be ignored until a reboot.

Within Dynamic IP, there are two (2) options available to for selection.

Record all call conversations without filtering – No additional filtering of IP addresses from the IPX Clients list will be matched before storing of the recording.

Record call conversation using IP client list – Recording of the defined IP addresses from the IPX Clients list, will be stored and other IP addresses will be discarded.

Figure 76 Configuring IP recording option for static or dynamic IP addresses

Chapter 10: VeAlert – Intelligent Alarm Monitoring – Global/Service Admin Level Manager

VEAlert will only be displayed for Global Admin and Service Admin user account type. The configurations within VEAlert are recommended for system support/service personnel. It provides service personnel with alarm histories and alerting configurations to monitor the health state of a Veriva call recording system. VEAlert monitors by polling intervals of 30 minutes.

NOTE: To incorporate any configuration modifications in VEAlert menu, the VEAlert module requires a restart of the service located in the local system for on-premise sites. For cloud recording, administrators may restart service directly from Veriva CMS Dashboard. Services can be restarted from the Dashboard of the Global and Service Admin levels.

Figure 77 Service Status restarting for VeAlert

Current Alarms In Alerts

In the Alerts tab within the VeAlert submenu, each system’s current alarms are displayed.

Figure 78 Alerts

Alerts listed are displayed in Ascending order according to the Alert ID with Page 1 being the oldest until the last page (Page 59 in the picture below) being the latest. Each Column’s header has a sorting filter that sorts data on the pages to list according to the choice of the header.

Figure 79 Alerts List page

Figure 80 Sorting alerts using the column header

• Alert ID – The sorter groups the ID Numbers in Ascending or Descending order.
• Code – The sorter displays by Ascending or Descending order starting from Numeric to Alphabetic.
• Date – The sorter displays by Oldest or Newest first.
• Application – The sorter sorts all alarms by Application Name.
• Description – The sorter groups alarms by description.
• Alert Level – The sorter displays alarms by Alert Level, Low, Medium and High.

Each Alert has a code defined with application name and description. An Error list document is provided to system administrators for reference and should technical assistance be required, please send the details of each error to Veriva Helpdesk team.

Figure 81 Alert Details in each alarm

For monitoring and audit trail purposes, each alert requires manual intervention of acknowledgement. Administrators may select some alerts with the checked box to acknowledge multiple alerts or click on the Acknowledge All to accept all alerts displayed on the current page. If the alerts are not acknowledged, the alarm siren will continue.

Figure 82 Acknowledging multiple alerts

Accessing Alert History

To view historical alerts, click VeAlert and select Alert History. Administrators can define the time period to search for specific alarms by selecting a start and end date. This provide administrators with an audit trail of the cause of events for any malfunctions.

Figure 83 Alert History

Figure 84 Alert History searching by time period

Creating New users for Email Subscribers

In VEAlert, administrators can configure alert notifications via email. On the Email Subscribers page, the user can view current list of email subscribers and add a new subscriber by clicking on the Add New Button.

Figure 85 Adding new email subscribers

On the Add page, enter your email servers account information and click on Check button to ensure the details enter are correct then click on Save button. There are two (2) types of email notifications, the first one being Alert Notification, where alerts occurring in the system will be sent out to the list of email subscribers for the said system. Another email notification is a report containing the total number of calls handled named Total Call Report, that is configurable in Alert Setting submenu.

Figure 86 Add email subscriber details

Configuring Total Call Report In Alert Settings

Within the VEAlert menu, there is a submenu named Alert Setting. In the Alert Setting page, click on Total Call Report (mouseover text will be underlined).

Figure 87 Alert Setting page for Total Call Report

In settings of Total Call Report page, administrators can configure frequency of email notifications of the report by hour(s). The min is 1 hour. To save the settings, click on Save.

Figure 88 Alert Setting page for Total Call Report configuration by hour(s)

Creating New User For NetSend Subscribers

In VeAlert, administrators can configure alert notifications via Net Send. On the NetSend Subscribers page, the user can view current list of Net Send subscribers and add a new subscriber by clicking on the Add New Button. Net Send allows messages to be sent to network computers, users and messaging names.

Figure 89 Creating Net Send subscribers

In the add new user page, administrators can create a username and IP address of the recipient of the alert messages. To save the settings, click on Save.

Figure 90 Creating new Net Send subscribers

Alert Level Types and Severity levels

VeAlert, alarm monitoring system have three (3) levels of alerts, Low, Medium and High. Alarms alert you on conditions that might prevent normal operation of the Veriva call recording system. Alarms on the system have three severity levels:

• Low – Low level alarms are system logging events on the Veriva call recording system. These alarms are part of the system’s audit and monitoring logging.
• Medium – Medium level alarms indicates a non-critical condition on the Veriva call recording system that, if left unchecked, might cause an interruption in service or degradation in performance and requires monitoring or maintenance.
• High – High level alarms indicates a critical situation on the Veriva call recording system that has resulted from one or more application have failed and an alarm condition has triggered a critical warning and requires immediate action.

There are three (3) types of notification and logging for each alert level. For low level alarms, we recommend to enable only for logging (Logs) purposes. For medium and high-level alarms, administrators should have enabled both for email notifications. To save the settings, click on Save.

Figure 91 Configuring alert levels and notifications

Alert Settings for Threshold Monitoring

Within VEAlert, Veriva call recording system has threshold monitoring to enable administrators to be alerted if the number of calls handled are unusual. Monitoring by threshold provide administrators with early signs of any possible malfunctions, automatically based on calls behaviour. To access Alert Settings, click on VeAlert and select Alert Setting. There are three (3) types of monitoring configurations by threshold:

• Predefined Threshold – A non-customizable threshold option that comprises of two (2) types of alerts based on business and after-hours operation time intervals.
• Custom Threshold (Per Channel) – A customizable threshold option based on percentages and frequency by single and multiple channels.
• Custom Threshold (Group Channel) – A customizable threshold option based on percentages and frequency by channels that are within a named group, like departmental grouping.

Figure 92 Alert Settings for threshold monitoring

Predefined Threshold Configuration

Threshold provides users with the flexibility of receiving alerts based on customized or standard settings. Predefined Threshold Setting provide administrators with an automated alarm if no activity is detected on all channels after 10 minutes or 4 hours interval. Most administrators pre-configure this to accommodate working and non-working hours. E.g. During working hours, users can pre-set the automated alarm to monitor the threshold using the 10 minutes interval. And for non-working hours, the 4-hour interval can be utilized.

Figure 93 Predefined Threshold intervals

If required, the system is configured to check every 10 min or/and 4 hours for any recording in ALL channels of the Veriva call recording system.

*NOTE: IF THERE ARE SOME LINES NOT USED IN THE SYSTEM, FREQUENT ALERTS WILL OCCUR.

IF BOTH 10 minutes & 4 hours of alarm is selected, TIME CANNOT OVERLAP.

E.g. If 10 minutes of auto alarm is set to end at 18:00:00 (6PM), the start time of the 4 hours alarm needs to be set from 18:01:00 (6:00:00 PM) onwards. And the end time for 4 hours alarm must end before 08:59:00 (8:59:00 AM).

Custom Threshold (Per Channel) Configuration

Administrators that have enabled the Custom Threshold Monitoring by channels function are required to click on Custom Threshold Setting and save. As a default, all Veriva recording systems are recommended to enabled the Predefined Threshold Settings, if Custom Threshold is not used.

Figure 94 Custom Threshold (Per Channel) configurations

Threshold Settings option enables administrators to indicate the threshold setting for single and multiple channels. The administrator can specify the duration of calls to monitor activities by administrators. Threshold Settings are utilized by administrators to pre-configure an automated monitoring based on usual call handling environments of the department. Details of each available pre-configured threshold option can be found in the submenu of VEAlert in Thresholds.

Figure 95 Description of Custom Threshold options are displayed in Thresholds submenu

The units can be configured to either hour or day. Administrators are required to specify the minimum threshold value and maximum threshold value. These threshold values are in percentage form. An alert notification by Threshold Alarm Monitoring will inform the email and Net Send subscribers if total duration of the calls is below the minimum threshold value or higher than maximum threshold value.

Custom Threshold (Group Channel) Configuration

Administrators that have enabled the Custom Threshold Monitoring can configure grouping by selecting multiple channels. Grouping of channels provide better segregation by departments or teams. With grouping, managers of teams can monitor members efficiently based on call handling requirements. For e.g., managers can configure to monitor low performing personnel by selecting a minimum duration of 5% and maximum of 15% based on total duration of calls handled within an hour.

Figure 96 Custom Threshold (Group Channel) configurations

With grouping. administrators can configure a threshold option for a selected grouped of channels. To perform and modifications of a pre-existing group, select the Group Name, and click to edit. To save the settings, click on Save.

Figure 97 Editing a Group Channel in Custom Threshold configurations

To create new groups, click on Add button and insert the Group Name. Continue to select the Threshold ID follow up selecting the channels required within the new group.

Figure 98 Adding new group channels in Custom Threshold configurations

Thresholds Configurations And Explanations

To access the Thresholds, click on VeAlert and select Thresholds. On the Thresholds page, both managers and administrators of Veriva call recording systems can view, edit, delete, and add new thresholds by clicking the Add button. Each Threshold configured are listed with details as below:

• ID – Each Threshold configured has a unique ID tagged by the system.
• Interval – Intervals units are divided by hour or by day. The sorter displays by Ascending or Descending order starting from Numeric to Alphabetic.
• Min % – The minimum value by % percentage of calls handled configured for monitoring.
• Min. Call Duration – Based on the % percentage configured, the minimum total duration of calls handled is displayed automatically.
• Max % – The maximum value by % percentage of calls handled configured for monitoring.
• Max. Call Duration – Based on the % percentage configured, the maximum total duration of calls handled is displayed automatically.
• Start Check – The time range to begin monitoring on a day basis based on 24 hours’ time format.
• End Check – The time range to stop monitoring on a day basis based on 24 hours’ time format.

Figure 99 Configuring Thresholds Explanation

Creating Threshold Setting By Hour As A Unit

On the add page, the user can configure the Thresholds setting and click on Save button. Each Threshold can be configured by:

• Duration & Unit – The duration of the selected unit, either in hour or day. If hour is selected the duration is calculated as sixty (60) minutes.
• Min % – The minimum value by % percentage of calls handled configured for monitoring. E.g. 5% of sixty (60) minutes is 3 minutes, displayed as 00:03:00 (HH:MM: SS)
• Max % – The maximum value by % percentage of calls handled configured for monitoring. E.g. 30% of sixty (60) minutes is 18 minutes, displayed as 00:18:00 (HH:MM: SS)
• Start Check – The time range to begin monitoring on a day basis based on 24 hours’ time format.
• End Check – The time range to stop monitoring on a day basis based on 24 hours’ time format.

Figure 100 Add Thresholds by hour unit

Creating Threshold Setting By Day As A Unit

On the add page, the user can configure the Thresholds setting and click on Save button. Each Threshold can be configured by:

• Duration & Unit – The duration of the selected unit, either in hour or day. If day is selected the duration is counted as twenty-four (24) hours.
• Min % – The minimum value by % percentage of calls handled configured for monitoring. E.g. 5% of twenty-four (24) hours is 1 Hour and 12 minutes, displayed as 01:12:00 (HH:MM: SS)
• Max % – The maximum value by % percentage of calls handled configured for monitoring. E.g. 30% of twenty-four (24) hours is 7 Hours and 12 minutes, displayed as 07:12:00 (HH:MM: SS)
• Start Check – The time range to begin monitoring on a day basis based on 24 hours’ time format.
• End Check – The time range to stop monitoring on a day basis based on 24 hours’ time format.

Figure 101 Add Thresholds by day unit

Chapter 11: Multi-tenant Feature For Domain Administrators

Systems Management for Domain Administrators – Home Page

Upon login as a domain administrator, a list of systems managed by Veriva CMS is displayed. Each system is displayed with their respective names, type, network address and the connected web service. In Account Summary and Server Summary a list of Veriva CMS user and server account summary is displayed.

• Account Summary – Number (#) of users by current state, Active, Suspended, Deleted and the Remaining License available.
• Server Summary – Number (#) of servers by current state, Registered, Deleted and the Remaining License available.

Figure 102 Home page for domain administrators that display systems listing

Companies Account Management

In the Home tab after logging in, domain administrators can access the Settings Tab to manage the Companies within the Veriva CMS. Each company is listed with Company Name, Address and a Phone Number (#).

Figure 103 Companies listed within Veriva CMS

Domain administrators can click on the Company Name to Edit information of the companies.

Figure 104 Edit company information from companies list

Domain administrators can click on the Add button to create new companies.

Figure 105 Add new company from companies list

User Account Management

In the Home tab after logging in, domain administrators can access the Settings Tab to manage user Accounts within the Veriva CMS.

Figure 106 User accounts listed within Veriva CMS

Each user account is listed with Email Address, User Name, Company Name, Title, CMS Role and Status. Domain administrators can Reset Password or Delete a user from the Accounts page.

Figure 107 User account listing

Domain administrators can click on the Email Address to Edit information of the user account and change account status by enabling them as Active user. Select Save to complete creation of new user account.

Figure 108 Edit user accounts from accounts list

Domain administrators can click on the Add button to create new users. User roles and its accesses are described in 2.3 CMS User Roles And Types.

• Email Address – Insert new user’s email address tied to account. Usually the company’s email address.
• Name – Insert new user’s name and extension.
• Company – Select the company attached to the new user.
• Job Title – Insert new user’s job title in the company.
• Veriva CMS Role – Select the appropriate role of the new user. You can refer to CMS User Roles And Types.

Select Save to complete modifications of the new user information

Figure 109 Add new user from accounts list

Servers Management

In the Home tab after logging in, domain administrators can access the Settings Tab to manage servers in Servers within the Veriva CMS.

Figure 110 Servers listed within Veriva CMS

Each server is listed with Server Name, Type, Version, Network Address and Web Service Address. Domain administrators can Delete a server from the Servers page.

Figure 111 Servers listing

Domain administrators can click on the Server Name to Edit information of the server and change connection details. Select Save to complete modifications of server information. New configuration of servers within the Veriva CMS requires the following information:

• Server Name – Name created by domain administrator to identify the server.
• Type – Select the type of recording server from the list.
• Release Version – Insert the current software published to server.
• Network Address – The allocated public static IP address of the recording server. A test function using Test Network Address is provided for testing of live connection to server.
• Web Service Address – The allocated public static IP address of Veriva CMS server.
• SFTP Mode – There are four (4) options available for a recording server to store recorded calls via SFTP (Secure File Transfer Protocol).
  • No SFTP Server – Recording servers that do not require a cloud storage for storing of recorded calls.
  • Single SFTP Server – Recording servers that require a single location of cloud storage for storing of recorded calls.
  • Dual SFTP Server (Failed Over) – Recording servers that require a failed over cloud storage for storing of recorded calls.
  • Single SFTP Server (Redundant) – Recording servers that require a redundant cloud storage for storing of recorded calls.
• Secondary Web Service Address – The allocated public static IP address of a secondary Web Service Address when the choice of SFTP Mode is selected for Failed-Over or Redundant SFTP.
• Database Instance – The allocated public static IP address of the Veriva CMS server, containing the preconfigured database. A test function using Test DB Connection is provided for testing of live connection to database server.
• License Key – The Veriva license key provided for the recording server to perform recording. If you do not have a license key, please contact your provider.

Figure 112 Edit server information from servers list

Domain administrators can click on the Add button to create new server connections. Select Save to complete modifications of the new server information

Figure 113 Add new server from servers list

Password Management

In the Home tab after logging in, domain administrators can access the Password Setting Tab to manage password setting within the Veriva CMS.

Figure 114 Password Setting within Veriva CMS

Within the Password Setting of the Veriva CMS, domain administrators can choose to enable or disable the Password Policy. The option is configured across all recording servers residing within Veriva CMS. Select Save to complete modifications of the new server information

If enabled, there are two (2) options to be configured as below:

• Keep Password History – the number # of cycles to retain as history to prevent users from recycling frequently used passwords. Select the required number # of cycles from one (1) to five (5).
• Change Password Every – the frequency by months to force users to change their passwords. Select the number # from three (3), six (6) or twelve (12) months.

Figure 115 Password Setting – Keep Password History

Figure 116 Password Setting – Change Password Every 3, 6 or 12 months

Company Authorization

In the Home tab after logging in, domain administrators can access Authorize Company Tab to display all channels within a specified company in a recording server selected.

Figure 117 Authorize Company listing of channels

Within the Authorize Company of the Veriva CMS, domain administrators can choose by Company Name and Recording Server, follow by the Search Button to display channels.

Domain administrators can view all companies and recording servers managed by Veriva CMS. Other CMS user roles can view systems and channels within their own company listing only.

Figure 118 Authorize Company listing of channels using search

For each channel listed in the channels list of the Authorize Company, administrators can choose to Grant, Update or Revoke the channel status individually by selecting the respective channel follow by each tab.

Figure 119 Granting access of individual channel by company authorization

For multiple channel actions, domain administrators can select either Grant Multiple Channel or Revoke Multiple Channel button.

Figure 120 Granting access of multiple channels by company authorization

In Grant Access Multiple Channel page, domain administrators can select the Subscription Period of the recording access license. Select Save to complete modifications of the channel access information. For Revoke Multiple Channel, there is no additional selection. Channels will be revoked immediately without confirmation.

Figure 121 Granting multiple channels with access and subscription period selection

Channels Management

In the Home tab after logging in, domain administrators can access Channel Management Tab to display all user accounts of the specified channels within a company in a recording server selected.

Figure 122 Channels Management by authorized accounts listing

Within the Channel Management page, the company name is listed as Authorize Accounts of the Veriva CMS, domain administrators can select the Company Name to display the channels allocated and perform channel management mapping user accounts to specific channels.

Within the company’s authorized accounts, please select the Server first.

Figure 123 Channels Management – Selecting server

After Server selection, please select the Account Name that you want to allow access to the specified channel.

Figure 124 Channels Management – Selecting Account Name

Finally, select the channels corresponding to the user access based on Account Name selected. Select Save to complete channel management for the user.

Figure 125 Selecting channels with Account Name for the specified User Account

Chapter 12: System Logs For Domain Administrators

Accessing Logs for domain administrators – Home Page

Upon login as a domain administrator, a list of systems managed by Veriva CMS is displayed. Each system is displayed with their respective names, type, network address and the connected web service. In Logs tab, administrators can access two (2) types of logs.

• User Action Log – Tracking of individual user actions based on User ID.
• Admin Log – Tracking of individual user login access and password retries.

Figure 126 Home page for domain administrators and selecting logs for user actions audit

Accessing User Action Log

In User Action Log, administrators can access all user actions based on a specified time period, by clicking on Search button, as default.

Figure 127 User Action Logs – Searching as default with only start and end date

Additional search filters can be included to narrow searching of audit trail by:

Time – Selection of specific time periods in addition to date period.

Others – Selecting by User ID.

Action Description – Selection based on specific action. E.g. An administrator is searching for users that have access the system to replay calls. In action description, administrator can include “play” and all actions with play will be displayed.

Filtering User Action Logs by Time Period

The date period can be defined using start and end dates to narrow down listing. Select a specific start and end date.

Figure 128 Selecting start and end date for User Action Logs

After selecting the dates, administrators can choose a specific time with start and end time of the Time filter.

Figure 129 Selecting start and end time for User Action Logs

Filtering User Action Logs by Others

Additional filters to display user action logs can be selected based on User ID and Action Description. Administrators can select by specific user id.

Figure 130 Selecting user id for User Action Logs

After defining the user id, administrators can choose a specific action to display. Select Search to display required user action logs.

Figure 131 Selecting action description for User Action Logs

Figure 132 User Action Logs displayed using all search criterias

Accessing Admin Log

In Admin Log, administrators can access all user login and password retries actions based on a specified time period, by clicking on Search button, as default.

Figure 133 Admin Logs – Searching as default with only start and end date

Additional search filters can be included to narrow searching of audit trail by:

Time – Selection of specific time periods in addition to date period.

Others – Selecting by User ID.

Action Description – Selection based on specific action. E.g. An administrator is searching for users that have access the system with an invalid password. In action description, administrator can include “password” and all actions with password will be displayed.

Filtering Admin Logs by Time Period

The date period can be defined using start and end dates to narrow down listing. Select a specific start and end date.

Figure 134 Selecting start and end date for Admin Logs

After selecting the dates, administrators can choose a specific time with start and end time of the Time filter.

Figure 135 Selecting start and end time for Admin Logs

Filtering User Action Logs by Others

Additional filters to display user action logs can be selected based on User ID and Action Description. Administrators can select by specific user id.

Figure 136 Selecting user id for Admin Logs

After defining the user id, administrators can choose a specific action to display. Select Search to display required user action logs.

Figure 137 Selecting action description for Admin Logs

Figure 138 Admin Logs displayed using all search criterias

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