Frequently Asked Questions
Voice Logger
We have a customer that would like to have all Voice Logger calls automatically sent to them after every call. He would like it where he clicks on a link to listen to his calls as they come in; is there a way to do this?
Certain Voice Logger versions have a Scheduler feature that allows you to send every call. Go to Utilities – Scheduler. Click the Add button and input the account number. Check the box “Email after every call”. Input the desired email address. Your client should receive the recording as a .wav attachment.
I have poor recording quality.
Go into Utilities – Station Options on the station(s) with poor recording quality and click Recording Format. The best setting is GSM 6.10 with attributes of 8,000kHz, Mono at 1kb or 2kb/second.
Operators are getting a blue screen on their stations with a message stating network drive cannot be written to or is unavailable.
The drive on the Logger storage machine is full. You need to either archive/move .wav files off the drive or permanently delete them to free up some hard drive space.
Note: Voice Logger has Event Notification that will eliminate this from happening again. On the Voice Logger Admin station, go to Utilities – Database Administrator. Set the Drive Space Remaining threshold.
Example: 5000000000 equals 5GB. This is usually a good starting value. Select All Times to check for this event. Specify the method you would like to be notified.
Print will print the report to the default printer for this machine.
Flash on error will flash the Voice Logger window and add an Alarm option in the toolbar. You can then view the results and then clear the alarm.
Email will e-mail the results to the specified recipients. You can enter multiple e-mail addresses using this format: email1@amtelco.com, email2@amtelco.com, email3@amtelco.com
If using the e-mail option, you will also need to specify your outgoing e-mail server in Utilities – Station Options.I can't save changes/settings.
You need to be logged into the machine or domain as a user with local Administrator privileges to save changes to the local registry.
When Voice Logger tries to start I get a WinAgtCtl.dll error.
Install/re-install Infinity Telephone Agent Software.
I can't find calls from a specific Operator Station.
Most likely that station is not accessing the network properly or the UNC hasn’t been entered in Logger. Go to Utilities – Station Options in Logger on that station. Verify the UNC is entered and is correct in both the File Processing and Database Location fields. If that is already entered and correct, go to Start – Run and type in the UNC that is specified in Utilities – Station Options. The format is: computernamesharename
Verify that the station can access that network location without any errors or being prompted for a login. If a login appears, the user needs to be added to the share permissions on that network storage station. Another possibility is that the station may not be on the network at all and can’t “see” the storage station.
Operator/Customer conversations are being heard through the speakers...
Double-Click the speaker icon in the system tray. This will open the Volume Control (playback properties) window. Make sure Microphone is checked to be muted. If you don’t see the Microphone properties displayed:
1. Go to Options – Properties.
2. Check the Microphone box at the bottom of that screen.
3. Click OK to return the main Volume Control window and check the Mute box for Microphone.I have Dead-air recordings.
1. Verify that the gray cable from the black headset box is securely plugged in to the Microphone port on the sound card (This will be Red or Pink if it’s color-coded).
2. Double-click the speaker icon down by the PC clock. Go to Options – Properties. Click the Playback option and click Ok. Make sure Microphone and Line in are set to be MUTED. Go back to Options – Properties and click the Recording option and click Ok. Make sure Microphone is set to be SELECTED.
3. Verify that you can record and play from Windows Sound Recorder (Start – Programs – Entertainment – Sound Recorder). Click the red record button then click stop and they try to play it back.
4. If you can record from Windows sound recorder change the recording format in Voice Logger to PCM (this is the format that Windows defaults to but is a higher recording format that will take up more space). Test recording through Voice Logger again.
5. If you can’t record through Windows go to Start – Control Panel – Sounds and Audio devices – Voice tab and test hardware. Make sure that everything is unblocked and your hardware is working properly. Test recording through Windows again.
6. If you still can’t record through Windows sound recorder try updating sound card drivers and test again. If you still can’t record through Windows you may need a new sound card.Right or Left-Click in meter doesn't appear to attempt the search/"hangs".
First read the previous question to verify the Admin Station is processing the calls. If that is working and other stations can find calls, this station needs the MDAC (Microsoft Data Access Components) installed/re-installed. MDAC Version 2.7 is located on the current Voice Logger Workstation CD and on our TechHelper Web site.
Right or Left-Click in meter displays message "No Calls Found Since…(all operator stations)"
Go to your Voice Logger Admin:
1. Is Voice Logger is running? If not, start it. Calls in the InProcess Directory will be processed and become searchable.
2. If logger is running, is it scanning/showing Next Scan or countdown in the meter area? If not, go into Utilities – Database Administrator and verify the Scan Interval is set to something other than 0 (zero). 20 is the recommended setting.
3. Microsoft Access 2000 databases tend to become corrupt/full around 2GB. If logger.mdb is at or around that limit, you will need to either manually delete records out of it or use the Voice Logger MDB archive utility to move data to empty logger.mdb and then run the Compact/Repair Database Utility in Microsoft Access.
4. If logger.mdb is not at/around 2GB in size, it may just need the Access Database Compact/Repair utility run on it. Exit Voice Logger on your Admin station first, then run the utility. Start up Voice Logger again and calls will process as usual.How do I set up a Disc Revert?
To have calls “Held and Parked” by the Disc Revert Feature in Voice Logger, the following must all be true:
1. Disc Revert Time is enabled in Voice Logger in Utilities – System Maintenance – Additional Options
2. Operator must be turned on.
3. Operator must have a line highlighted.
4. There must be System Waits.
5. The Disc Revert Time entered in System Maintenance must have elapsed since the last live call, in or out.
6. The account must not be revert-disabled (with *T* on the first info page).
7. The Operator login must NOT be set to “Exempt From Disc Revert Treatment” in the Voice Logger Agent Permission area.
8. In the Infinity Telephone Agent, CTRL F12 – Keyboard Settings – CTRL + F4 needs to be set to hold and park.How it works:
The trigger is a change to the system waits. It then goes through all the checks, until the final check. The final check is whether it has been more than, for example, 60 seconds (or whatever setting) since the operator was last on a live call.So, if an operator is sitting on a highlighted disc for a while, but there haven’t been any waits, as soon as there is a wait, the highlighted Disc is reverted. No waiting 60 seconds under those conditions.
Each time the operator finishes a live call, a variable ( DiscLineTime ) is loaded with the exact time, to the second.
There is an ActiveX event called ‘Waits Changed’.
Each time the number of system waits changes, then Logger checks this:
1. If there is no highlighted line, nothing happens.
2. If the operator is not in DISC, nothing happens.
3. If the DiscRevertTime setting is 0, nothing happens.
4. If the operator is exempt, nothing happens.
5. If the operator is turned off, nothing happens.
6. If the number of system waits is 0, nothing happens.
7. If the account is exempt, nothing happens.
8. If the current time is later than the sum of the (DiscRevertTime + DiscLineTime), then:
a) DiscLineTime is set to the current time
b) The call is reverted
c) A log entry is madeAre there any laws on recording conversations?
Yes, State laws regarding telephone recording consent change from time to time. All parties should check the actual state law and obtain opinion from an attorney-at-law before recording any statement over a telephone line.
How does Voice Logger work?
The Infinity Voice Logger software functions on Infinity Systems with software version 4.4 or newer, and integrates to the Infinity Telephone Agent Windows-based operator workstation software. To record calls, a sound card, station audio adapter, the Infinity Telephone Agent software, and Infinity Voice Logger software are all that’s required at each station.
The Infinity Voice Logger connects the agent audio into the agent workstation sound card, and records calls via the sound card. This connection allows you to record and play back calls.
What is Voice Logger?
The Infinity Voice Logger is a software-based call recording solution that automatically records all agent involvement with incoming and outgoing calls. This helps you ensure that you provide professional call handling services for all your clients.
The Infinity Voice Logger saves call records as digital .WAV files for crystal-clear recordings of all your calls. This package comes complete with playback, backup, and archive capabilities, along with tools to help you keep track of your call traffic.