Documentation
Quick Reference Guide
A quick overview of the web interface, the web-based media player, the search screen and the Cisco IP phone app.
- Web interface quick reference
- Media player quick reference
- Search screen quick reference
- Cisco IP phone quick reference
User Guide
This guide explains how to access, search, list and play back phone calls, how to share and publish media and how to work with Cisco phones.
- Accessing the web interface — The Verba System can be securely accessed through a standard web browser with a user identity.
- Web interface layout — The Verba Web Application uses a common screen layout throughout the application.
- Searching conversations — The conversation search page can be accessed through the Conversations \ Search menu.
- Conversation lists and actions — Users can search for recorded conversations, and the search results can be displayed through conversation lists.
- Conversation details — Detailed information is shown for each recorded conversation on the call details screen.
- Participant sets
- Web-based media player and viewer — The Verba media player and viewer is a feature-rich multimedia tool that supports an easy in-depth analysis of media recordings.
- Verba Offline Player
- Sharing and publishing conversations — 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 System are available from Cisco IP phones.
- Desktop recorder user interface
- Dial-in user interface
- Using the Lync 2010, 2013 and Skype for Business extension for conference call recording
- Agent View
- User Information
Administration Guide
This guide is targeted for administrators responsible for managing user and group rights and register recorded phones and more.
- Audit logs
- Authentication and access control
- Configuring metadata for contact center integrations
- Data management
- Export
- Groups
- Hub
- Labels
- Log and Configuration Collector
- Metadata templates
- Migration from Verint
- Multitenancy
- Recording rules
- Server and service configuration
- Sites
- User and Group Management Tools
- Users
Quality Management Guide
This guide is for contact center supervisors who manage quality assurance projects, design evaluation forms or evaluate and score interactions.
- Designing evaluation forms — Contact center supervisors can design various evaluation forms for consistent scoring of agent interactions.
- Evaluating and scoring interactions — This topic describes how the actual evaluation project is executed by supervisors.
- Reporting and Dashboards
- Screen capturing
- 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.
Advanced Compliance Guide
This guide contains articles about the features in Verba that were created specifically to make it possible for organizations to comply with regulatory requirements.
- Announcement
- Approval Workflows
- Call Blocking on Recording Failure
- Cases
- CDR reconciliation
- Customer Identification Data Masking
- Encryption and integrity protection
- Legal Hold
- Voice Quality Check
Speech Analytics Guide
The system offers speech transcription to allow searching in voice conversations.
Reporting and Dashboard Guide
- Dashboard Guide
- Ethical Wall Guide — The guide explains the Verba Ethical Wall solution. It describes the design, configuration and administration of the solution.
- Reporting Guide — This guide explains how to create and manage various reports and report types.
Operation and Maintenance Guide
This guide is for system managers working with monitoring, troubleshooting, SQL administration and backup/restore operations.
- Failure scenarios and procedures
- How to change server IP address and hostname
- How to change service log level
- How to replace a service executable
- How to update the Web Application
- Maintenance mode
- Moving the database to another SQL Server
- SQL Server administration and maintenance
- System backup
- System Monitoring
- Troubleshooting
Deployment Guide
This guide is for system and network engineers who plan, install and configure Verba solutions.
- Configure — The Verba Recording System needs configuration both in your network and in the system itself.
- Design — When you design your system you have to make decisions about how you will deploy your system.
- Install
Integration Guide
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.
- Desktop Agent HTTP API — This API allows applications to integrate with the Verba Desktop Recorder to control screen capturing, add time markers and more.
- Direct Database Access to CDRs — Call detail records (CDRs) can be accessed directly in the SQL Server database.
- Direct URL Access — Direct URL Access provides allows external web apps to directly include features of the Verba Web Application.
- HTTP Business API — This API lets you improve business processes by integrating the recording system with your applications.
- HTTP Single Sign-On API — This API lets you integrate the Verba app into your user portals/intranets/extranets.
- IM conversation fields
- Import API — The Import API allows ingesting 3rd party or Verba data into the system.
- Low-level XML Recorder API — The Verba Recording System provides a low level XML API directly to the recording engines.
- Metadata XML fields
- Microsoft Teams Application
- Provisioning API — This web services API allows service providers to automatically create users and tenants.
- REST API
- Verba Gadget for Cisco Finesse
- VFC to WFE Metadata Integrator