Ensuring there are Amethyst Recording BACKUPS!!!

Have you backed up your Archives yet? If not, it is about time and here is why!

No one likes losing their information, old or new. Amethyst provides the tools and Datatex can assist to ensure that all your recordings are archived, BUT you need to make sure that those archives are backed-up. We all know how things can go, a small knock to a computer and its brain can easily get scrabbled. Make sure that all your archived information is saved and backed up on a second device or in the cloud.

All recordings taking place on our recording servers are encrypted at source. The encrypted recordings are moved to the Amethyst2 server. If archiving is in place, the recordings are then copied to an archive location every couple of minutes with various checks to ensure that files are intact and represent the original file.

There will be a live version as well as an archive version of a recording available to you for a predetermined time frame, keep alive configured on Amethyst, but once that time frame has passed you will only have access to the archived recordings through your Amethyst2 Supervisor. If your archive machine is damaged somehow, you may lose all those recordings if that archive hasn’t been backed-up somewhere else.

Datatex does provide an option of cloud archiving for Amethyst2 which is further backed-up by Datatex.

We would be happy to provide helpful suggestions as to the best way to back yourself up. Just give us a call at 021 592 4033 or email sales@datatex.co.za.

Let’s take a breath and focus, for a moment, on the smaller details of our daily conversations. We are constantly overloaded with information throughout the day whether through social media, business calls, friendly conversations, etc. Here at Datatex, we want to make life a little easier and make sure that at least the business side of the information that you gather in a day, can be divided into concise or important sections – without any 3rd party software.

We have added an Audio Clips option to iReCall and Amethyst. Now, instead of sharing or listening to an hour-long call consisting of various topics, you can make audio clips, of all lengths, from that one long call.

To do this:

• Select the recording
• Select the “Clips” icon
• Find the part of the recording that you would like to make an audio clip for
• Type in the Start time of the clip at “From: 00:00:00”
• Type in the Finish time of the clip at “To: 00:00:00”
• Add a “Description” of the clip
• Click on the “+” icon
• Once you have added an audio clip, you can either Edit, Play or Delete the clip
• By clicking on the Play button, the graph and recording will only be the selected audio clip, which can be shared by emailing the audio clip file or sharing via playback link.

iReCall:

Multiple audio clips can be made from a single recording depending on the isolated information that is required.

The audio clips can also be sent as a recording file via email or playback link to whomever it is required, without the entire call recording with the unnecessary information included being sent to the receiving party.

Audit Trails are kept of all audio clips that have been created, edited or deleted to ensure full transparency.

Creating these audio clips also has no effect on your original recording. The audio clips are only a duplicated section that is created from that original recording.

Adding audio clips is an automatic function that is made available to all iReCall and Amethyst users, but permission to audio clips can be disabled.

Amethyst2:

Did you know: Datatex Dynamics is 30 Years Old this year and we have been providing you with cutting-edge call recording solutions since 2002? We started as a textile company back in 1994 but then our Founder, Johan Landman, saw the importance of call recordings and turned the company into what it is today.

How to... View our Instructional Videos on Youtube

Here at Datatex we are always striving keep you informed on all our products.

Because our products have an abundance of features and benefits, we want to make sure that each of our clients know how to make use of all of them.

We, therefore, have a Youtube page dedicated to providing instructional videos on the various components of our products.

These videos can be used to train new staff members that join your team or just to answer any uncertainties with regards to the products for all current staff.

The videos are currently focused on Amethyst2 but shortly we will have the same information available regarding all of our products (e.g. iRecall and TES).

Do you want to learn How to Search for recordings on Amethyst:

https://www.youtube.com/watch?v=Uph5EkRLi1A&t=2s

Do you want to know how each of our AQM reports are all about? Here is just a few:

Strengths and Weaknesses Reports:

https://www.youtube.com/watch?v=83pA0N1tJJk

Case Scenario Reports:

https://www.youtube.com/watch?v=Glmq5em7Y1U

New special features on Amethyst:

1. You can now adjust the volume of your recordings on Amethyst2.
2. Slow network due to constant loadshedding and you don’t know if pages are in fact loading? Amethyst2 now has a loading pop-up letting you know that the page will appear shortly.
3. If you have not seen it yet, the option to Redo Reviews under AQM Reports has been added.

All new AQM (Agent Quality Management) feature’s now available!

We at Datatex are constantly looking for ways to improve your experience with all of our products. We want to make sure that you are getting all the facts and figures in the most simple and easy way, especially when it comes to your Agent Quality Management.

Here are 2 features that have been added:

1. It is important to make sure that there is always a failsafe to stop any possible manipulation of your AQM results. We have therefore included a simple audit trail that can be seen underneath all calls that an AQM has been done on. 

With this new feature you can see:

• When an AQM has been redone
• The previous score before the “Redo” 
• What the reason for the “Redo” was
• The supervisor that redid the AQM
• The new score

This means that whenever a change is made to an AQM it can immediately be seen and all the past changes will be shown.

Tip of the day:

Speak to us about secure compliance Microsoft Teams Call Recording and Telephone Management Systems! Call us on 021 592 4033 or email sales@datatex.co.za.

We have a few new and exciting changes taking place very soon.

These changes will help protect your software even further.

Password Expiry:

The password to login will now be set to automatically expire after 90 days. 

As soon as this update is released you will receive a notification to update your password.

To change your password:

• Go to Settings
• Scroll to Change Supervisor Password
• Type in old password
• Type in the new password twice to confirm

Landing Page Selection:

You now will be able to set your own landing page.

Here is how you can do it for a Supervisor:

1. Go to Admin
2. Choose Administrate Supervisors
3. Choose the Supervisor
4. Scroll to Landing Page
5. Select the landing page from the dropdown menu
6. Log out and back in to see the change

Here is how you can do it for yourself:

1. Go to settings
2. Scroll to Set New Landing Page
3. Select the landing page from the dropdown menu
4. Log out and back in to see the change

Password Failed Attempts:

A password can be typed in incorrectly up to ten times before a block occurs. From the 10th incorrect password there will be a 10 second block before there can be a new password attempt. Each failed attempt after this, the blocked time increases in seconds relating to the number of attempts made e.g. 11 tries = 11 second block, 12 tries = 12 second block.

The number of maximum attempts before the block occurs can also be changed. This is done through the WebAdmin.

1. Go to Application Configuration
2. Select Webserver
3. Go to Maximum Failed Password Count
4. Change the days

Need secure cloud-based compliance recording for  Microsoft Teams?

Look no further!

• Straightforward affordable billing
• Onsite or Cloud storage options available
• Long-term storage
• Unlimited Supervisors
• Access to specialized skills

• Latest software – at all times
• Optional Agent Quality Management (AQM)
• Full audit trails – Access, administration and AQM
• Fully comprehensive   Compliance

How to access and share recordings?

Easy and securely, from any device, at any time!

We know how important it is to record EVERY call. We have

all the right tools for you to keep recording no matter where

you are working from.

We have only had positive feedback since adding Microsoft

Teams compliance recording to our list of supported recording

solutions in 2020.

Whether you need recording for hear-say, compliancy or quality

management, we have got you covered.

Contact us on sales@datatex.co.za or 021 592 4033 to find out more!

Tip of the day:

Did you know we have training videos on YouTube? If you need a refresher or need to show an agent how to use

some features of Amethyst2, have a look at our YouTube videos. Just type in Datatex Dynamics on YouTube and you will find us.

Need a Telephone Management System for Microsoft Teams?

We have got you covered!

• Onsite or Cloud storage options available
• Straightforward affordable billing with no long-term contracts
• Consolidate multiple branches’ information into a single company view
• Detail, summary, abuse reports and more available
• Long-term storage

• Latest software – at all times
• Access to specialized skills
• Company level phonebook
• Business vs Private can be classified through number identification
• Multiple user access levels - by user, department, branch and company
• Simplified bulk email distribution

Keep track of the usage between different extensions, departments or branches.

Reduce abuse of telephone calls and allow for better business planning, budgeting and infrastructure decisions.

Tip of the Day:

For all iReCall and Amethyst2 users, you can now include all supervisor notes when sending a recording via email or playback link.

New Agent Quality Management Reports Added!

We are continuously trying to improve and maximize the way that our users can view their AQM results. We have added 2 new reports to that list.

The first is the ability to generate a report for the Supervisors Template Statistics. Here you can see a summary of the information gathered with regards to the templates used within the defined date selection.

A few examples of the statistics generated include:

• The number of evaluations completed
• The average % score per supervisor
• The number of supervisors that have been evaluating
• Trending Questions

The second new report that can be created is a Review Questions Report. Here the supervisor can see a summary of the questions statistics within the specific date selection. It provides an average score for each question either by week or by month. Question details and scores can also be viewed under each separate recording that has been reviewed.

How to run these new reports:

• Log into the supervisor interface.
• Click on the AQM button at the top.
• Click on the Reports button under the Reports/Graphs heading.
• Select either Template Statistics or Review Questions.
• Select the date you want the Report for and click on the tick mark to confirm.
• Specify the information that needs to be on the report
• Click on Preview.

Tip of the Day:

Not only is Microsoft Teams Compliance Recording available on iReCall and Amethyst2, we can now also capture Microsoft Teams data for TES Telephone Management Solution. More information to follow on this topic soon!

NEW AGENT QUALITY MANAGEMENT (AQM) FEATURES ADDED!

We are always hard at work to provide our clients with new features.

Herewith some of the latest Agent Quality Management (AQM) features for you to enjoy.

1. AQM reports now have the capability to filter the percentage of the results.

AQM reports now includes a percentage selection. Example: Report to only include results between 0% and 85% in order to find trends in which agents and templates are not performing.

2. Playback links and Agent Feedback links now have 7, 14 and 31 days added.

You can now also choose to set the expiry date of the email for longer than 3 days to accommodate long weekends, public holidays and staff leave.

3. Detailed reviews that are printed, will have a “Sign” option at the bottom of the printed page. The Print option will open a new tab and from this new tab, you can click on print.

This resolves an issue whereby the header and footer of the review could contain unrelated Supervisor search results.

After completing a review, click on the “Print the questionnaire” button, then click on the “Print view result” button.

4. AQM templates that were deleted, can now be undeleted/recovered from the template creation page. These templates will show as undeleted on the template screen.

Tip of the day:

Did you know we have training videos on YouTube? If you need a refresher or need to show an agent how to use some features of Amethyst2, have a look at our YouTube videos. Just type in Datatex Dynamics on YouTube and you will find us.

NEW AQM FEATURE ADDED!

If you have AQM and have permission to send playback links, you can now send a playback link that asks for agent feedback.

Once you have reviewed a call, you are able to send the playback link to an agent. The agent can either approve or dispute the review outcome and the agent feedback will be stored in Amethyst 2 / iReCall.

How to send a review with an approval request:

1. After finishing a review, click on the "Email the Questionnaire" button.
2. Type in the email address of the agent that should receive the playback link for agent feedback.
3. Click on "Playback link for agent feedback".
4. Select the hours before the link expires.
5. Type in a password for the agent (optional).
6. Click on "Send email".

Once the agent receives the email, they will be able to click on the link to the review and either approve the outcome or dispute it.

Tip of the day:

Don’t currently have Agent Quality Management (AQM)? AQM is an add-on module on AMETHYST / iReCall. Contact us for more information on how to add this feature to your existing solution.

Dear Valued Clients

Firstly, we would like thank you for all your support over the last year.

Your support has been the key ingredient to our success. We are truly grateful for each and every client.

We are looking forward to a new year filled with plenty of opportunities.

From our entire team, we want to wish you a happy, healthy, and prosperous New Year!

Best Regards

The Datatex Team

Attention Amethyst2 and iReCall users

NEW AUDIT REPORT ADDED! 

We would like to thank our users for the feature suggestions once again. 

We have added two new audit reports on Amethyst2 and iReCall for a better supervisor experience.

SUPERVISOR LOGON REPORT

ACCESS CHANGES REPORT

NOW, you can run a Supervisor Logon report to see when supervisors logged in, when and how many recordings they accessed and time spent per recording. This will ensure that you have a complete oversight of the supervisors and how they go about using the system.

How to run this new report:

1. Log into the supervisor interface.
2. Click on the Administrations button at the top.
3. Click on the Audit Reports button.
4. Select the date you want the Audit Report for and click on the tick mark to confirm.
5. Select the Supervisor you want to run the report for.
6. Select the Supervisor logon report.
7. Click on Apply.

The report can be sent via email or be setup as a scheduled email in standard email or CSV data format.

The Access Changes report provides an overview on all permission changes made for a Supervisor or by a Supervisor.

How to run this new report:

1. Log into the supervisor interface. 
2. Click on the Administrations button at the top.
3. Click on the Audit Reports button.
4. Select the date you want the Audit Report for and click on the tick mark to confirm.
5. Select the Supervisor that would have made the permission and/or the Supervisor you want to run the report for.
6. Select the access changes report.
7. Click on Apply.

The report can be sent via email or be setup as a scheduled email in standard email or CSV data format.

Tip of the day:

Remember we have Microsoft Teams recording available! Contact us for further details.

We know how important it is to record EVERY call. We have all the right tools for you to keep recording no matter

where you are working from.

We have only had positive feedback since adding Microsoft Teams compliance recording to our list of support

recording solutions in 2020.

Whether you need recording for hear-say, compliancy or quality management, we have got you covered

Contact us on sales@datatex.co.za or 0215924033 for more information.

We look forward to hearing from you!

Dear Datatex Business Partner

We  cannot believe that we are already almost two months into 2021! We hope you had a wonderful festive season!

What better way to start a new year than by enhancing your solution?

We, at Datatex, have worked ceaselessly to provide our clients with only the best , adding several new and improved modules and features over the last few months.

MICROSOST TEAMS RECORDING

If your agents are using Teams while working from home or the office, this option is for you.

Our recording software application runs in the Microsoft Azure Cloud to securely capture meetings and calls from anywhere.

Microsoft Teams call recordings can be stored on your existing AMETHYST recording solution or on the iReCall Cloud storage solution.

AMETHYST CLIENTS

Stay up to date with our latest developments by upgrading your recording solution to AMETHYST² now. Receive brand new features and benefits. This includes our unlimited free supervisor licenses, mute option, secure playback link and many, many more! For only a fraction of your initial investment, you can upgrade to our 64bit AMETHYST².

After more than 15 years of receiving continuous updates and new features for free, AMETHSYT 1 will no longer be supported as of December 2021 because the technology used is now out of date. We therefore encourage our clients to upgrade in order to continue receiving up-to-date and innovative improvements to their recording solution.

IRECALL CALL RECORDING AND/OR TELEPHONE MANAGEMENT SOLUTION

When using our iReCall cloud solution you will always have access to all the latest features and software technology. It also eliminates a lot of hardware and skills overheads. Our iReCall solutions capture all the call data locally from anywhere, any PABX and securely stores it off-site in our Cloud environment with easy 24/7 access.

iReCall offers cost effective, pay for what you use, month-to-month billing and full compliance with POPI, FICA, FAIS, SOX, CPI, NCA and CPA requirements.

AMETHYST2 CLIENTS

Cloud Archiving is an add-on to your current AMETHYST² recording solution. This includes cost effective backups and long-term storage of recordings with seamless access to offsite back-ups through your AMETHYST² Supervisor interface.

JIBE POST CALL SURVEY SOLUTION

JIBE provides instant feedback from your customer with regards to service, sales, follow up, product queries, etc. It is a post call customer survey tool that is fully integrated into the Agent Quality Management (AQM) module of AMETHYST².

We cannot wait to improve your year significantly with all that we have to offer you.

Here is to a better year in 2021 for everyone!

Speech Analytics Coming Soon!

Speech Analytics is one of the fastest growing areas of the call centre technology market, and with good reason.

Nothing can tell you more about your business than analysing your customer calls.

What is it?

Speech Analytics is the process of transcribing and analysing voice recordings to find useful information and provide quality assurance for your call centre.

• Automatic keyword and phrase detection with built in supervisor alerts
• Automatic analysis of agent behaviour and predicts future behaviours
• Lists of desired and undesired words and phrases
• Speech-to-text with direct links to recording
• Analyse thousands of calls or ad-hoc calls
• Automatic call classification
• Discover customer insights
• Word and phrase search
• Identify patterns

Be rest assured that Speech Analytics has the following benefits for your company:

• Greater learning opportunities for agents
• Improve Quality Management
• Improve Customer Experience
• Boost Call Centre Productivity
• Improve Agent Performance
• Provide Targeted Coaching
• Cut Unnecessary Expenses
• Identify Business Risks
• Improve Questions

We have continuously been working on providing you with Speech Analytics. We want to ensure constant growth for your company.

Look out for our official Speech Analytics Release Notes soon!

Tip of the day:

Remember we now have Microsoft Teams Call Recording available for both our iReCall and AMETHYST2 platforms. Contact us now for further information.

We always want to make sure that our client’s suggestions are heard and appreciated. Your company’s security is important to us!

We have already told you about our playback link that we have built into the iReCall and AMETHYST supervisor interfaces.

NOW, there is additional security added onto this feature. If you have the playback link facility enabled, you will have the option to add a password to the recording playback link.

How to send a playback link with a password on AMETHYST:

1. Log into the supervisor interface.
2. Go to the recording you would like to send.
3. Click on the recording you would like to send.
4. Click on the ‘Show Email’ icon.
5. Enter the email address you would like to send the playback link to.
6. Click on include Playback Link.
7. Choose how long the link should be valid for.
8. Type in a preferred password for the receiver to access the link.
9. Click on the ‘Send Email’ icon.
10. The email with the playback link will be sent to the receiver.
11. Provide the receiver with the password to listen to the recording.

AMETHSYT Example:

Tip of the day:

You can start playing a recording at a specific time in the call instead of having to listen to it from the beginning when reviewing a call. All you need to do is click on the section where you would like the recording to start playing.

Want to know how it works?

The Teams Recorder is a software application running in the Microsoft Azure Cloud. It can be installed on either Datatex virtual machines or clients can provide their own virtual machines within the Microsoft Azure Cloud Services environment. For each Microsoft Teams tenant, a recording policy is setup that will automatically include the application in Teams meetings and calls for specific users.

Teams recording solution includes recording of voice only, video is not included.

iReCall clients recording Microsoft Teams calls and meetings on either Datatex- or Client virtual machines within the Microsoft Azure Cloud Services environment.

Recordings will be uploaded directly to our iReCall cloud server.

AMETHYST2 clients recording on their own virtual machine/s within the Microsoft Azure Cloud servers environment.

Recordings will be uploaded directly to the AMETHYST2 server onsite.

AMETHYST2 clients recording on the Datatex shared virtual machines within the Microsoft Azure Cloud servers environment.Recordings will be uploaded to our

iReCall cloud server and recordings can be replicated back from iReCall to the clients AMETHYST2 server onsite.

Contact us now to get your Microsoft Teams Recording quote!

Tip of the day:

Keep an eye out for news on an analytics module that will be available later this year!

We are delighted to announce that we have refreshed our iReCall website to represent our amazing cloud-based product.

Our goal with this updated website is to create an updated, convenient browsing experience for our valued business partners. We will be constantly updating our content with helpful information and new features.

iReCall is our cloud-based Call Recording and Telephone Management System (TMS) offering. The Call Recording function is powered by AMETHYST, our industrial strength call recorder. The TMS is powered by TNG Enterprise Server (TES), our multi-tenanted TMS and billing engine.

Call Recordings and/or Call data is locally captured onsite and automatically uploaded to our iReCall Cloud server, which can either be done in real-time or scheduled as required.

We know you will enjoy our modernized design. It is easy to navigate and provides loads of product information.

You are welcome to view our website at https://www.irecall.co.za/ and feel free to contact us should you need more specific documentation and information.

Tip of the day:

Attention JIBE users!

We now have a graph available for the JIBE questions report.

Did you know that you are now able to add General Notes at the end of an Agent Quality Management (AQM) review on AMETHYST and on iReCall?

The General Comment box makes provision for you to modify it manually in order to add different feedback sections. This space can be used for review conclusions, next actions, agent feedback or notes as required.

You can make it your own by using different fonts, font sizes, styles, lines, etc.

How to add a general comment at the end of an AQM review:

• Log into your Supervisor interface.
• Follow review process (find call to review, select template, answer review questions).
• On the last AQM question, a speech bubble will appear above the “Finish” button.
• Click on the speech bubble.
• The General Comments section will appear, add your comments and finish.

Tip of the day:

You can only make use of this new and exciting feature if you have an AQM license on to your AMETHYST or iReCall.

What is Agent Quality Management (AQM)?

This includes functionality for creating templates which can be used to score individual agents’ performance. It also allows for the random selection of recordings to be marked for scoring, ensuring compliancy with HR requirements. There are many reports that can assist in the evaluation of agents and their access compared to their co-workers.

Contact us now if you want to add AQM to your recording solution!

Example:

We strive to always improve, and we did just that with the latest change on our telephone management system, TES – TNG Enterprise Server.

You can now edit your scheduled reports.  You can change any of the criteria pertaining to the scheduled report – Frequency of report, format, email criteria, date selection including adding and removing of users, departments, branches etc.   

The option to be able to edit scheduled reports would certainly save you time, instead of having to setup a new schedule every time changes occur.

How to edit a scheduled report:

• Log into your TES user interface.
• Click on the “Schedules” icon at the top.
• Click on the number ID of the report you would like to change.
• Click on Edit Report Criteria.
• Edit the criteria as required.
  • If the Department, Branch or Call Types sections are left unmarked, all Departments, Branches or Call Types will be included in the scheduled report.
  • If only some of the categories are selected, only those will appear on the scheduled report.
• Click “Apply” once changes have been made.

Tip of the day:

Telephone Management Systems (TMS) provide the tools to assist you to reduce the abuse of your telephone systems, such as extensive private calls. It allows for better business planning, budgeting, and infrastructure decisions. We offer affordable onsite and cloud, single- and multibranch TMS options for any size business. Please contact us on 021 592 4033 or andrea@datatex.co.za or Julique@datatex.co.za for more information.

Throughout working from home, we continue to work hard on improvements to provide better and more efficient solutions for you.

New AMETHYST features have arrived on the scene as requested by you!

• The search value at the top of the Search Bar now has a filter selection to limit the search to specific columns only. You can search for a certain department in only the subject and reference columns, e.g. You can search for a reference number and limit the search, specifically to the reference field.
• In the Search Bar, it is now possible to include or exclude all the sub-groups when selecting a group.

Improvements on the Agent Quality Management (AQM) reports:

• The selection on reports, now provide the option to include or exclude all the sub-groups when selecting a group.
• Multiple templates can now be selected on reports.

New JIBE Post Call Survey report available!

• The new JIBE questions report allows you to see the statistics of your surveys. You will be able to see how many people selected a certain rating on each of the questions.

Tip of the day:

Have an IP PABX with IP Call Recording and still investigating how to record calls for staff working from home? Contact us to discuss recording of SIP trunks, Teleworkers, Extensions working via VPN etc. at 021 592 4033 or andrea@datatex.co.za and julique@datatex.co.za.

AMETHYST² Agent Quality Management (AQM), you will automatically be taken to the next question after completing a question. Now, you do not have to go to the next question manually. We do that for you!

You can also add a note to the desired questions. All you have to do is add a note before you answer a question. In this way you don’t have to click back.

How to add a note per question:

• Access your Supervisor Interface
• Go to the Agent Quality Management screen
• Click on Select Recordings To Review Today
• Select the Recording you would like to review
• Click on Show AQM for this Recording
• Choose a template to use
• Add your notes in the comments section before answering a question
• After answering a question the screen will automatically take you to the next question

Tip of the day:

Did you know, our Weekly Analysis report is available per Agent or per Supervisor to indicate the number of reviews performed per Supervisor and the number of reviews done per agent.

On AMETHYST 2 Agent Quality Management (AQM), there is now an additional Agent Category Report added onto the AQM Reports page. The Categories are reported as per the AQM Question Pool Categories. By placing your questions in the appropriate Category, you can extract additional information now.

E.g. Creating a Category “COMMUNICATION” and placing all the questions in that Question Category, your Category report will then group these questions together, irrespective of which Section they are placed in, in the Template. 

This new Agent Category Report provides the average percentage an agent scored per category over the selected date range and selected report criteria. It also provides the average score over all selected agents per category.

How to reach the Agent Category Reports page:

• Access your Supervisor Interface
• Go to the Agent Quality Management screen
• Click on Reports
• Select the Agent/Category button
• Select the preferred criteria for Agent/Category Reports, e.g. select agents, groups and categories
• Select Preview

Tip of the day:

You can select to have our news emailed to you under your user profile. This is typically done if you do not log into your software on a regular basis but want to ensure that important information reaches your mail box.

We have a brand new feature in AMETHYST and iReCall that will help you! You now have the option to email a link to a recording to a specific recipient. You no longer only have the option to email recordings with the fear of it ending up in the wrong hands.

Only supervisors who already have access to email a recording will now be able to use this new and exciting feature.

The link will only be valid for the selected amount of time. The options are 4, 8, 24, 48 and 72 hours, after which access to the link will no longer be available. The recipient will only have the selected time to listen to the call. Thereafter, they will have to request a new link to be sent to them.

How to send a recording link:

• Access your Supervisor Interface
• Go to the playback screen
• Choose the recording you wish to send
• Click on the Email button
• Select Email Playback Link option
• Type in the chosen email address
• Send the link

Tip of the day:

This function will appear on audit trails to help keep track of where the recordings were sent to.

• We conform to the provisions of the Electronic Communications and Transactions (ECT) Act No. 25 of 2002.

• Our web server was developed from scratch alleviating the need for, or possibility of, external exploits, extra patches or 3rd party software, again ensuring we meet the strictest possible security requirements within best business practices.

• AMETHYST and iReCall are secure black box environments, with various encryption methods used.

• All recordings taking place are encrypted at source.

• Our software can decrypt the live as well as archived recordings. These security measures ensure that the recordings are unusable in the wrong hands.

Tip of the day:

Stolen hard drives would be useless as no 3rd party software can decrypt and listen to recordings on them. All the original recordings stay on AMETHYST and iReCall for security and verification purposes.

You can now choose which questions to answer next!

There is a new drop down question list to support random question answering when reviewing a call. This is a new standard feature. Any supervisor with access to AQM will be able to make use of this feature.

Some benefits of adding AQM to your AMETHYST:

• It is useful for maintaining a certain standard in addition to training purposes.
• By using AQM reports, the supervisor can determine the efficiency of the call centre and improve on problem areas.
• AQM aligns processes with customer expectations.

What is Agent Quality Management?

AQM is an optional add-on functionality in AMETHYST for creating templates which can be used to score individual agents’ performance in their interactions with clients. It allows for the random selection of recordings to be marked for scoring, ensuring compliancy with HR requirements. There are also many reports that can assist in the evaluation of agents and their performance compared to their co-workers.

Tip of the day:

How to use this feature:

1. Access the recording you wish to review and scroll to the bottom of the playback screen.

2. Select the required template from the ‘Select template’ drop-down menu.

3. Click on ‘Do AQM’. The template will now open, revealing the categories, questions and answers.

4. Choose which questions to answer in which order from the ’Questions’ drop-down list.

TNG Enterprise Server (TES) provides various reports to support your company in saving telephone costs and indicate call traffic volumes. TES can be accessed by a number of people at the same time, from any computer on your network, since it is web-based.

TES is PABX independent and will fit to your company needs whether you prefer an onsite or a hosted solution.

Tip of the day: Budget and barring, an add-on to TES, allocates a budget to users which once reached, can either alert an administrator or block the extension user from making any further calls. Why not look into budget and barring along with a TES solution.

*Budget and barring is PABX dependent.

Contact us now to find out more!

Key Features

• Combines multiple branch information into a single company view.
• Allocates billing information from various service providers to respective TES users in order to produce an overall view of resource usage per user.
• Company level phone book with CSV import and export features.
• The identification of all destinations associated with unknown numbers. Business vs. private calls can be classified per number, per user or per call.
• The functionality to do call classification which provides users the ability to bill clients for professional services provided.
• Simplified bulk email distribution features. (Scheduling emails to thousands of users with a few clicks)
• All users have access to their own call data.
• Multiple user access levels per user, department, branch and company.
• Extensive detail and summary reports in HTML, PDF and CSV formats.