To use interaction content search features in Vonage Contact Center, as an admin user, you must firstly configure the required features for your account and users.
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To configure Call Recording permissions for a user, you will need to edit the user's linked account permissions in User Access. For information about editing a user's feature permissions, see Configuring admin and supervisor feature permissions. To give a user access to recordings of calls made to a specific line, add that line to the Line permissions section. To remove a user's access to recordings of calls made to a specific line, remove that line from the Line permissions section. In the Recording Archive section within Full Permission List, the following permissions appear. To enable a permission, select yes. Controls whether a user can listen to inbound interaction content (such as call recordings, transcripts, and so on). Controls whether a supervisor can see interaction content based on the groups they manage. If an interaction was handled by an agent within those groups, the supervisor has access to view content related to that interaction. Deleted agents' recordings When agents are deleted, their associations with groups are also deleted. Therefore supervisors will no longer have access to deleted agents' recordings based solely on their permission to their groups. To ensure supervisors can see deleted agents' recordings, do not rely on group-based access. Controls a user's access to the screen recording player. View Screen Recordings is only available if screen recordings are enabled for your account. Controls whether a user can delete interaction content (such as call recordings, transcripts, and so on). If you set Delete Interaction Content to yes, the user can only delete content that they have access to. Deleting a call recording deletes an associated screen recording even if the user doesn't have access to view screen recordings. Agent users By default, agent users do not have access to Interaction Content (such as call recordings, transcripts, and so on). If enabled for your account, agents may be able to access interaction content, either all content in your account or just their own content. Conversation AnalyzerHow do I configure permissions for accessing call recordings and related content?
Permission Description Default values Supervisor (Normal) user Admin (Nominee) user View inbound interaction content No Yes View outbound interaction content Controls whether a user can listen to outbound interaction content (such as call recordings, transcripts, and so on). No Yes Access groups of users' content (overrides line permissions) No No View screen recordings No No Delete interaction content No No
How do I enable interaction content annotation for my account?
To display comments about interaction content in the call recording player, you must switch on the Interaction Player - enable call recording comments feature for your account in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center.
For information about switching on features for your account, see Controlling features for your account.
To hide audio recording comments, switch off the Interaction Player - enable call recording comments feature.
How do I hide the download button for non-admin users?
To prevent users from downloading interaction content using the download button, you must hide the download button in the interaction player. To do do, switch on the Interaction Player - Hide content download buttons for non-admins feature for your a count in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center.
For information about switching on features for your account, see Controlling features for your account.
To show the download button for all users who can use the interaction content player, switch off the Interaction Player - Hide content download buttons for non-admins feature.
How do I control individual user’s access to interaction content?
In the User Access area of Vonage Contact Center admin portal, you can control what content users can access and what tasks they can perform on this content. To do so, you must edit their permissions in the applicable linked account. For information about editing linked account permissions, see Configuring admin and supervisor feature permissions.
View outbound interaction content
To enable a supervisor or admin user to view outbound interaction content, go to Interaction Content in the Full permissions list section. Select yes in the View outbound interaction content list. Click Save to save your changes.
The View outbound interaction content permission enables the supervisor or admin user to view all outbound interaction content, regardless of which lines they have access to. For information about configuring access to inbound interaction content, see Line Permissions in Configuring individual users.
Access groups of users' content (overrides line permissions)
The Access groups of users' content (overrides line permissions) permission enables a supervisor to see interaction content based on the groups they manage. If an interaction was handled by an agent within those groups, the supervisor has access to see content related to that interaction. Go to Interaction Content in the Full permissions list section and set this permission to yes to ignore any Line Permissions settings defined for supervisor.
This permission works with View outbound interaction content and View inbound interaction content permissions. You can only allow supervisor to see inbound interaction content limited to groups he can manage.
For information about setting up groups, see Configuring groups.
When permission is set to no, search results are limited by line permissions.
View screen recordings
To enable a supervisor or admin user to view screen recordings, go to Interaction Content in the Full permissions list section. Select yes in the View Screen Recordings list. Click Save to save your changes.
Delete interaction content
To enable a user to delete interaction content files, go to Interaction Content in the Full permissions list section. Select yes in the Delete Call Recordings list. Click Save to save your changes.
Add or delete interaction content comments
To enable supervisor or admin user to add or delete comments or both, go to Call Recording Comments in the Full permissions list section. Select yes in the Add comments list to enable the user to add comments. Select yes in the Delete comments list to enable the user to delete comments. Click Save to save your changes.