# Genesys Quality Management Suite 8.1.520 : Selecting Recorded Calls for Playback in a Media Player

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Click the play audio icon to open a media player to play a call. The media player appears at the bottom of the screen. To end the playback press stop or pause on the media player.

To play more than one call, select the check boxes of the calls.

The buttons along the blue bar above the recorded calls table activate. The buttons available to the user are defined by the user's privileges.

Send the selected recordings via email, play them using the Advanced Player, export them to the local computer, restore them if they are archived, or delete them.

### Playing Recorded Calls

Navigate to Recorded calls.

1. Find the call.
2. Click the play audio icon for that call to launch the integrated player and open the call’s stereo recording.

The media player uses standard playback controls. Play, pause, stop, fast forward, and adjust the volume.

### Listening to Several Calls in a List using Advanced Player

To play more than one call:

1. Select the check boxes of the calls.
   The buttons along the blue bar above the recorded calls table activate.
2. Click Advanced PLAYER. The Advanced Player window opens.

The calls appear on the timeline indicated by blue bars starting on the left and finishing on the right. The word ready appears next to each bar to indicate that the call has been downloaded and is ready to be played.

Drag and drop the calls to adjust the order and mix of call playback. Click on the calls and drag them across the timeline from right to left to remove the gaps in the call where no one was speaking. To do this click on a blue bar and drag it to the left until the left hand edge of the latter call is above/below the right hand edge of the earlier call.

### Adding, Deleting, or Modifying Notes in the Call Description Field

To add, delete, or modify text in the description field, click inside the Description field.

1. Add descriptive text notes to a call recording.
2. These notes display to all users who have access to the call recording if the appropriate edit note privilege has been granted. Add initials to the notes to identify who made the notes.

### Adding Notes Using the Call Details Icon

The user may add, delete, or modify notes to the Call description and display call information.

Click the call details icon . A new window opens that displays call data and enables the user to add text notes.

1. Click inside the Call description box. Type in notes. Use consistent terms, for example: “sale”, “complaint”, or “training”. Add initials to the notes to identify who made the notes during a search.
2. Click Save description.

The information is added to the call data record and stored on the database.

To delete or modify a note:

1. Click the call details icon .
2. Click inside the Call description box. Delete or modify the notes.
3. Click Save description.

The information is updated to the call data record and stored on the database.

### Quality Manager Usage in Call Details Window

When a Quality Manager application is deployed for quality management, calls used in the Quality Manager application are flagged by a Quality Manager Usage flag and are marked as Protected.

The Quality Manager Usage field can contain the following values:

- Evaluation - indicates that this call is used for evaluation in Quality Manager
- Survey - indicates that this call has an attached survey in Quality Manager
- Training - indicates that this call is used for training in Quality Manager
- Unsuitable for Evaluation - indicates that this call was replaced or deleted from evaluation and will not appear in random searches in evaluations

### Playing Screen Capture Video Recordings

Screen Capture enables the user to watch a video recording of an agent’s desktop while listening to the call recording. The user can see and hear what the agent saw and heard.

1. Click the video icon to mix the video. When mixed the icon changes to .
2. Click the mixed video icon to export the mixed video.
3. Click Open with to launch the video, or click Save File to store the file on the computer. Messages vary depending on which browser is used. The user must have the H.264 video codec installed to launch videos. For more information, contact the system administrator.

### Protecting Calls from Deletion

To protect a call from deletion:

Click the call unprotected icon to lock a call.

The call protected icon appears.

Protecting a recorded call means that it cannot be deleted from the database.

To remove protection from a call:

Click the call protected icon to remove protection from a call. The call unprotected icon appears.

When calls are archived, they can be deleted from the active database unless they are protected.

### Sending Calls to Email

To email Call Recording recorded calls as .mp3 file attachments.

1. Select the checkboxes of one or more recorded calls by in the first column.
2. Click Send to mail. The Send calls to email window opens.
3. Type email addresses in the Recipients: field. Use commas to separate email addresses.
4. Type a message in the Message body: field.
5. Click Send.

Call Recording sends the attached calls to all the email addresses entered.