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Below are Questions and Answers from our recent Collection Agency & Law Firm User Meeting. Click the links below to review the answers to these questions:
Questions
 
  1. When you add a call to the Hotlist, does that call still exist in its initial listing?
  2. Are you aware of any of your clients who have created templates for Bank of America and use these for Call Scoring that they can share with other clients? It would be a nice way to network your clients together and add value to your network.
  3. Is Call Scoring is an add-on module that would cost an additional fee?
  4. What are all of the optional add-on modules/licenses you have available?
  5. If I perform a search on all calls in my search filter, will the call still show up in the search or can I only access that call from the Hotlist where I had moved it?
  6. In other words, are the calls listed in the Hotlist duplicate copies of calls?
  7. Is the new website, www.colllections-callrecording.com replacing the www.triviumsys.com website or is it a completely separate site?
  8. Is there any chance in the future to use voice recognition technology to identify and notify a manager of potential FDCPA violations to identify problem collectors before a complaint or suit is filed?
  9. How does the Web-based interface within SonicView call recording software sync up the time with the SMDR on my phone system? Or does the Web connect to the server that I have on my premises?
  10. Can an external client actually hear a recording from the link on a PDF document?
  11. Can only an administrator perform some of the functions such as Call Scoring and creating reports?
  12. Will the ability to sort an entire day or date range selection be available soon? Currently we can only sort data by each page. We discussed this item with Ganesh Krishnan, Director – Sales and Channel Marketing, at the NARCA conference that was recently held in Chicago.
  13. Could you please elaborate on dialer integration? We would like to learn more about this functionality.
  14. Can SonicView call recording software create an alert via email when a percent of calls are being "unassigned"? This would be an alert to check time synchronization with our phone system?
  15. We really need SonicView call recording to have its own alerting system and would like to know if future releases of this product will monitor key processes and data and alert us via email or the management console when there is an issue. We have gone multiple hours and days without knowing that recordings were not getting successfully created.
  16. Are there costs involved with migrating to SonicView from CallAnalyst?
  17. Does the database get any fragmentation and if so, does that fragmentation exist in the archives as well if you save the files, or are they compressed and archived?
  18. In regard to the emailing aspect of SonicView Call Recording, how do emails go out from the program? What program do these emails attach?
  19. How do we interface our current collection software to SonicView Call Recording software?
  20. Does SonicView Call Recording have a filter that will place certain calls in folders automatically?
  21. When I use SonicView Call Recording, do I download the report or call and then attach to email to send it externally?
  22. How does SonicView send the email? Is there an email relay built into the system?
  23. Can we delete recorded calls? For example, if a message is left or if no one picks up the phone call?
  24. With Call Scoring, can a user set up the questions and assign scores for each question individually?
  25. Can we limit who can see plans in more ways than by just by designating them being shared or private?
  26. Is there a way to filter those specific kinds of calls? Does SonicView have a way of knowing if a message is left or if no one answers, other than listening to the call record itself?
  27. Can we allow out-of-office running of the reports, but keep running reports interoffice and share specific reports out-of-office?
  28. can you have list with in folders with in folders?
  29. Can a user access archived calls by going to where it is saved directly, without "un-archiving" the folder?
  30. Does SonicView Call Recording use in-office email accounts only or must the email be able to receive out-of-office emails too?
  31. How do I create other users?
  32. Is there any additional software or hardware required for integration with CM?
  33. Can I email my supervisor a daily call log from SonicView Call Recording?
  34. The Client ID and File Number are available in my search criteria but not in my metadata, so I cannot populate them. Is there a special setup for making these two fields available per recording?
  35. How do I add the client ID to the search?
  36. Do I have the ability to schedule an archive in SonicView Call Recording?
  37. Do you have a list of collection software that is supported by SonicView Call Recording?
  38. When configuring SMTP, am I required to configure authentication?

Answers

  1. When you add a call to the Hotlist, does that call still exist in its initial listing?

    Yes. The Hotlist function just creates a shortcut to the original recording. Hotlist gives you a way to group your selected calls and be able to use the Hotlist the next time you need the same selected items.

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  2. Are you aware of any of your clients who have created templates for Bank of America and use these for Call Scoring that they can share with other clients? It would be a nice way to network your clients together and add value to your network.

    Yes, we have clients with Bank of America accounts. We will find out if they are willing to share their templates. Thank you for the suggestion on improving the value to the www.collections-callrecording.com User Group.

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  3. Is Call Scoring is an add-on module that would cost an additional fee?

    Yes. Call Scoring is an optional license.

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  4. What are all of the optional add-on modules/licenses you have available?

    Currently, our optional add-on modules for SonicView Call Recording Software include Call Scoring, Dialer Integration and Collection Software integration.

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  5. If I perform a search on all calls in my search filter, will the call still show up in the search or can I only access that call from the Hotlist where I had moved it?

    Your call will show up in your search. Hotlist serves as a group of shortcuts to selected recordings that you have chosen.

    Top

  6. In other words, are the calls listed in the Hotlist duplicate copies of calls?

    The calls are not duplicates in the database. The Hotlist is a shortcut (or pointer) to the same recording.

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  7. Is the new website, www.colllections-callrecording.com replacing the www.triviumsys.com website or is it a completely separate site?

    Our flagship website, www.triviumsys.com, will serve our non-collections customers.
    Our www.collections-callrecording.com website is specialized for collection agencies and law firms and will serve these customers.

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  8. Is there any chance in the future to use voice recognition technology to identify and notify a manager of potential FDCPA violations to identify problem collectors before a complaint or suit is filed?

    Yes, we have voice recognition listed within our overall roadmap with plans for its rollout in Q1 of 2012.

    Top

  9. How does the Web-based interface within SonicView call recording software sync up the time with the SMDR on my phone system? Or does the Web connect to the server that I have on my premises?

    SonicView can use the SMDR data from your phone system just like you have now. Also, the TriVium Server and phone system can sync with the same Time Server if your PBX supports it.

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  10. Can an external client actually hear a recording from the link on a PDF document?

    Yes, there are ways to configure functionality so that an external client can hear a voice recording from a link within the PDF document that SonicView creates. Either the external client can use a secure VPN or you can configure SonicView to list an external IP for the recording link in PDF.

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  11. Can only an administrator perform some of the functions such as Call Scoring and creating reports?

    Call Scoring can be performed by supervisors and quality assurance users. Reports can be accessed by all for the users assigned to them. You can buy multiple licenses to have multiple people access the Call Scoring module simultaneously.

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  12. Will the ability to sort an entire day or date range selection be available soon? Currently we can only sort data by each page. We discussed this item with Ganesh Krishnan, Director – Sales and Channel Marketing, at the NARCA conference that was recently held in Chicago.

    We have this item listed in our backlog for future enhancements. We will keep all of our collection customers updated as to which release this enhancement is targeted.

    Top

  13. Could you please elaborate on dialer integration? We would like to learn more about this functionality.

    We apologize that we were not able to comprehensively cover dialer integration during our recent Collection User Group presentation and demonstration. There are multiple objectives to dialer integration, depending on what dialer you have and how it is configured.

    Some of the primary objectives of dialer integration are:

    To be able to associate a recording to the extension that took the call or made the call. Usually with many premise-based dialers, we do not obtain the extension information by default.

    To be able to split the recordings into individual recordings, for example, the LiveVox hosted dialer. When a collector logs into LiveVox, it makes an inbound call into a collector’s DID and the line is held active for the duration the collector is logged in. During this time, the collector may have talked to many people. However, because the line is held active, both the phone system and the call recording system would see it as one recording – without the ability to break it down. With dialer integration, SonicView can connect to LiveVox’s FTP site on a daily basis and download individual recordings into the same database.

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  14. Can SonicView call recording software create an alert via email when a percent of calls are being "unassigned"? This would be an alert to check time synchronization with our phone system?

    No, SonicView call recording software does not presently have the ability to create alerts via email when a percentage of calls are “unassigned.” However, our software engineers will review and potentially include this item for future enhancements to the system. There are additional ways we are currently exploring to address time-sync challenges.

    Top

  15. We really need SonicView call recording to have its own alerting system and would like to know if future releases of this product will monitor key processes and data and alert us via email or the management console when there is an issue. We have gone multiple hours and days without knowing that recordings were not getting successfully created.

    TriVium Systems is currently exploring different ways in which to integrate an alerting system within SonicView; we will keep all of our customers updated as to when this functionality will be added to a future release of the software.

    Top

  16. Are there costs involved with migrating to SonicView from CallAnalyst?

    No, there are no additional upgrade costs to migrate from SonicView call recording to CallAnalyst as long as you have a valid maintenance contract with us.

    Top

  17. Does the database get any fragmentation and if so, does that fragmentation exist in the archives as well if you save the files, or are they compressed and archived?

    You should perform ‘Shrink’ operation on DB as part of regular DB maintenance. The archives will not have fragmentation.

    Top

  18. In regard to the emailing aspect of SonicView Call Recording, how do emails go out from the program? What program do these emails attach?

    There are two ways to email. One is to download the recording as an MP3 file and attach it to an email (using whatever mail client is currently being used). Second is to select a recording and emailing the link to the recording with its metadata. This is done within SonicView application by configuring an email account via SMTP.

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  19. How do we interface our current collection software to SonicView Call Recording software?

    The collection software has to generate a .csv file at the end of every day with all the activities for that day. This file should include all the files that were modified, date and time of modification, Client Id / Forwarder Id, Creditor Id, all the phone numbers listed on the account, collector id, collector extension, activity code etc.

    We can provide you a sample file if you would like to pursue this further. Once the .csv file is generated and placed in a network folder, SonicView can automatically pick this file up and match up the recordings with the debtor file number and Client id and make these two fields available for your search.

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  20. Does SonicView Call Recording have a filter that will place certain calls in folders automatically?

    Custom filters can be created by customers under “Default Searches” which will then act as a folder with recordings meeting the filter criteria.

    Top

  21. When I use SonicView Call Recording, do I download the report or call and then attach to email to send it externally?

    If you have to send it externally, best way is to download the recording as an MP3 file and attach it to an email.

    Top

  22. How does SonicView send the email? Is there an email relay built into the system?

    SonicView can be configured to use an SMTP server to send out emails.

    Top

  23. Can we delete recorded calls? For example, if a message is left or if no one picks up the phone call?

    Yes

    Top

  24. With Call Scoring, can a user set up the questions and assign scores for each question individually?

    Yes

    Top

  25. Can we limit who can see plans in more ways than by just by designating them being shared or private?

    Not at this time

    Top

  26. Is there a way to filter those specific kinds of calls? Does SonicView have a way of knowing if a message is left or if no one answers, other than listening to the call record itself?

    Yes, unless you can supply the call result as part of the CSV activity report used in collection software or dialer integration. If supplied, this information will be available on matched calls in notes and can be used as a filter.

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  27. Can we allow out-of-office running of the reports, but keep running reports interoffice and share specific reports out-of-office?

    Assuming this question is about ‘reports’ function, yes, you can access report while traveling or out-of-office using your browser access. Cannot restrict access to just a few reports – it is all or nothing.

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  28. can you have list with in folders with in folders?

    Yes – this would be in Hotlists

    Top

  29. Can a user access archived calls by going to where it is saved directly, without "un-archiving" the folder?

    Searching within an archive folder (without restoring) is in the roadmap and will be released in one of the future product releases.

    Top

  30. Does SonicView Call Recording use in-office email accounts only or must the email be able to receive out-of-office emails too?

    If the question is whether SonicView can send reports to personal email accounts (like Gmail or Yahoo); answer is Yes. But the link to the recordings would be accessible only when you are withing in your office network (unless the recording server is configured for external access as well)

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  31. How do I create other users?

    New users can be created in “User Management”

    Top

  32. Is there any additional software or hardware required for integration with CM?

    Additional software license is required for integrating with CM

    Top

  33. Can I email my supervisor a daily call log from SonicView Call Recording?

    Yes – this can be automated as well by going to Reports section and “Schedule Reports”

    Top

  34. The Client ID and File Number are available in my search criteria but not in my metadata, so I cannot populate them. Is there a special setup for making these two fields available per recording?

    Yes – this will be available only if you have integration with your collection software.

    Top

  35. How do I add the client ID to the search?

    By purchasing the integration license from TriVium to integrate with your collection software

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  36. Do I have the ability to schedule an archive in SonicView Call Recording?

    Yes – It is under Data Management – Archive / Restore

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  37. Do you have a list of collection software that is supported by SonicView Call Recording?

    We have customers already integrated with or in the process of integrating with CLS Collection Master, Hubbard Systems Collection Partner, JST CollectMax, QSource QLaw and Cogent.

    Top

  38. When configuring SMTP, am I required to configure authentication?

    It depends on your SMTP service.

    Top

 
 
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