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Verba Recording System introduction

A quick overview of the web interface, the web-based media player, the search screen and the Cisco IP phone app.

This guide explains how to access, search, list and play phone calls, how to share and publish media and how to work from Cisco phones.

Accessing the web interface — Verba can be securely accessed through a standard web browser with your user identity.
Web interface layout — The Verba web app uses a common screen layout throughout the application.
Call lists and actions — Recorded calls can be searched for and the search results displayed through call lists.
Call details — Detailed information is shown for each recorded call on the call details screen.
Web-based media player — The Verba media player is a feature-rich multimedia tool that supports easy in-depth analysis of media recordings.
Timeline viewer — The Verba Timeline Viewer is a powerful tool that provides a convenient big picture view of the recorded calls.
Sharing and publishing calls — The recording system provides a secure and traceable way to share recordings among various members of your organization.
Using the Cisco IP phone service — Many convenient features of the Verba call recording system are available from Cisco IP phones.
Searching phone calls — The call search page can be accessed through the Search menu.
Desktop recorder user interface
Dial-in user interface

This guide is targeted for administrators responsible for managing user and group rights and register recorded phones and more.

This guide is for system and network engineers who plan, install and configure Verba solutions.

Plan — When you are planning your system you will have to make decisions about how you will deploy your system.
Install
Configure — The Verba Recording System needs configuration both in your network and in the system itself.

This guide is for system managers working with monitoring, troubleshooting, SQL administration and backup/restore operations.

This guide explains how to create and manage various reports and report types.

This guide is for contact center supervisors who manage quality assurance projects, design evaluation forms or evaluate and score interactions.

Quality management overview — This chapter provides an overview of the Verba contact center quality management solution.
Designing evaluation forms — Contact center supervisors can design various evaluation forms for consistent scoring of agent interactions.
Setting up evaluation projects — Agent scoring happens in evaluation projects, defined by a set of calls and an evaluation form used by the supervisors for scoring.
Evaluating and scoring interactions — This chapter describes how the actual evaluation project is executed by supervisors.

This guide explains how to use the dashboard and configure widgets.

This guide is for system architects and developers building integrated solutions (includes HTTP Business API, HTTP Single Sign-On API and more).

Branding and customization — The Verba web application is designed to allow changes to the look and behavior.
Direct Database Access to CDRs — Call detail records (CDRs) can be accessed directly in the SQL Server database.
Low-level XML Recorder API — The Verba Recording System provides a low level XML API directly to the recording engines.
HTTP Single Sign-On API — This API lets you integrate the Verba app into your user portals/intranets/extranets.
HTTP Business API — This API lets you improve business processes by integrating the recording system with your applications.
Direct URL Access — Direct URL Access provides allows external web apps to directly include features of the Verba web app.
Provisioning API — This web services API allows service providers to automatically create users and tenants.
SSO with Active Directory — The web application can authenticate users using Microsoft Windows domain authentication information.