Day 8 : Admin & Recording Module: Configuration, MOH, and Troubleshooting

Lesson Overview: This lesson covers Admin Menu configuration for call management, including call time settings, Music on Hold (MOH), and carrier management, as well as recording module overview and troubleshooting. Learners will gain knowledge to configure system settings, manage call recordings, and troubleshoot issues for smooth call center operations.

1. Admin Menu Configuration

Purpose: The Admin Menu allows system administrators to configure key settings that control call flow, call time, audio, and carrier connections.

Details:

• Call Time Settings:

• Define business hours, off-hours, and call routing rules.

• Manage maximum call duration and limits per agent or campaign.

• Schedule breaks and non-working periods.

• MOH (Music on Hold) Configuration:

• Upload and manage audio files for hold music.

• Assign MOH for different queues or campaigns.

• Customize messages to improve caller experience.

• Carrier Configuration:

• Set up and manage SIP or PSTN carriers.

• Monitor carrier usage, performance, and routing rules.

• Troubleshoot carrier connectivity issues.

Benefits:

• Ensures smooth call operations.

• Improves caller experience through customized MOH.

• Enables efficient resource management via call time and carrier settings.

Example Use Case:

• During non-working hours, calls are routed to voicemail with MOH playing company music, and call duration limits prevent system overload.

2. Recording Module Overview

Purpose: To monitor and manage all call recordings for quality assurance, compliance, and training purposes.

Details:

• Module Features:

• Access and playback recorded calls.

• Filter recordings by agent, campaign, time, or call outcome.

• Download and archive recordings securely.

• Use Cases:

• Monitor agent performance.

• Verify compliance with legal and company policies.

• Provide examples for training and coaching purposes.

3. Troubleshooting Recording Module & Admin Settings

Purpose: To identify and resolve common issues related to call recordings, MOH, and call flow settings.

Details:

• Common Issues:

• Recording not starting or stopping unexpectedly.

• MOH not playing during hold.

• Carrier or routing failures.

• Troubleshooting Steps:

• Check system configuration and permissions.

• Validate carrier and line connectivity.

• Review logs and error reports.

• Restart services or reassign settings if required.

Benefits:

• Maintains uninterrupted call operations.

• Ensures all recordings are available for review.

• Improves system reliability and agent productivity.

Admin & Recording Module: Configuration, MOH, and Troubleshooting

Concept link