Downloads and tools are there to assist with the day-to-day use of the TMS account and give options to download applications that allow access to functionality not available on the TMS.

The tools include Windows applications, development applications, Chrome extensions and information about our Mobile application that can be found on the Apple Store and Google's Play Store. Each application has a description setup instructions, computer requirements, and the size and type of file.

Windows Applications

Call Recordings Manager

The Call Recordings Manager is an application to view all call recordings company-wide. It's designed to be quick and as convenient as using the TMS. A user can use it to search call recordings and play the files directly from the cloud, dependent on the user’s permissions. 

Files can be downloaded to a local folder either one by one or as a bulk selection over a period of time. Once downloaded, the file is authenticated and is available for long term storage. As call recordings have a complicated file name, the application automatically changes the file name to the date and time of the call recording in the local file where the downloaded file is stored. 

To use the application log into the application and ensure the correct tenant is chosen. This will be the same as your TMS account Tenant, Tenant options will only be available once the user is logged in to the Soft Phone Applications. Once the settings have been applied, call recordings can be viewed by choosing a date range.  

Click on display to see all available recordings. A filter excludes a range of call recordings based on their duration. For example, to exclude all recordings below 60 seconds,  add 60 into the filter and click apply. The “Newer” and “Older” buttons can be used to page through the dataset of records if the number of records retrieved is greater than the page size set by the user in the application settings.

Call recordings can be viewed before they are downloaded. After the data has been fetched and is visible in the main grid, click on the  "View Download Report " button to view a breakdown of what the current record set contains.  A list of duplicate records (if any) will be visible, along with the number of times the file is repeated. When a file is repeated, the amount of copies will be shown with a number at the end of the recording name; however, only one copy will be downloaded. 

This is because some of the PBX’s have recordings that are added on a call when it is transferred, forwarded, etc. In this case, there would be a file record written for each leg of the call but with the same file name.

• Total Unique Duplicate Records: The number of files that have one or more instances.

• Total Duplicate Records: This shows the total number of files with their copies. 

• Total Unique Records: The list of files that are eligible to be downloaded once the copies have been identified. 

Assuming the download process is successful (This could be interrupted due to a power outage or network interruptions etc.). This value should also correspond with the number of downloaded files in the target folder on your laptop or PC. Either download a singular recording or download all recordings displayed by clicking on the “Download” or “Download All” button. These recordings will be saved in the folder chosen during Setup.

When several call recordings are chosen to be downloaded, the secondary section of the window will show: 

• The Unique ID of the call recording.

• The file name of the call recording.

• The progress of the download.

• How many recordings have been found  - Bottom left corner (Not to be confused with the amount of recordings to be
  

shown per page)

• How many have been downloaded, and how many, if any, have failed and duplicated in downloading.
  

When the files have been downloaded, but the selection needs to be adjusted, the “Over Write Existing” button can be ticked to ensure copies are not downloaded, but that the file on the PC or laptop is just adjusted. Once files are downloaded they are saved on the laptop or PC as per the application settings and the  downloaded records is written to a CSV file,  which is then saved in the same location as the downloaded files. The file name is a combination of the date and time when the download operation completed with a CSV extension.

Euphoria Advance SoftPhone

The Advanced Softphone (EAS)  is an all-in-one agent application.  The EAS was originally designed as an upgrade to the Agent Queue Manager, but has evolved to cater for almost any agent/staff member activity. 

This application contains: 

• A Personal Queue Manager

• Personal CDR Inspector (including CRM Tagging and Call Recording downloads)

•  Personal Address Book

• Extension Inspector (read-only) 

• An integrated Softphone

• A built in API Adapter and Push Notifications Client, allowing for full CRM integration. 

A member can manage themselves in their own Queues. Pauses can be used and the information is logged against the database. As this is an agent tool, the member does not have any management abilities, and cannot manage another members.