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OVERVIEW

MiaRec is a call recording solution used to seamlessly record all incoming and outgoing telephone calls. It is utilized to obtain a recording of the “Welcome Call” for the purpose of uploading it into the homeowner’s project. Consequently, it is verification that the homeowner has met the requirements of EverBright’s “Welcome Call” and completed the call without any external influence or guidance.

LOGGING INTO MiaRec

  • Enter your login credentials and click SIGN IN

    • Username: fplnt\SLID

    • PW: Your current NextEra Network Password

DASHBOARD

This tab is located on the menu bar at the top of the web page and provides a real-time picture of the entire contact center performance.

  • Last 30 days - Provides a display of the call history for the last 30 days. You also have the ability to view the number of calls per day by hovering your cursor over any point on the bar chart.

  • Real-Time Active calls - Displays all calls in-progress.

 

RECORDINGS

This tab which is located to the right of the Dashboard Tab allows the access and management of recorded calls as well as calls in progress.

DESCRIPTION OF CALL RECORDING VIEWS:

·       All calls - Displays all call recordings including active calls

·       Active calls - Displays the calls that are presently in progress. It may also display calls as “in progress” for those calls that were not properly terminated and remain “hung” in the phone system

·       My calls - Displays call recordings associated with the current logged-in user

·       By user - Displays call recordings which are grouped by the user

·       By category - Displays call recordings grouped by a custom category.

·       Advanced search - Displays an advanced search form.

PROCESS TO OBTAIN A CALL RECORDING FOR EVERBRIGHT UPLOAD:

MiaRec provides the opportunity to play back call recordings directly in the browser. This can be used for our purpose to determine the correct recording to download.

  1. Click the required recording to display the audio

  2. Click the play arrow to play inline audio to determine whether the call quality was not compromised

  3. Click “Save audio file” to download

  4. Name the file according to convention: H/O First Name_Last Name>Date of Call (MM-DD-YYYY)>initials of representative performing the call

  5. Upload the file to the “Welcome Call” section on the homeowner’s project: www.engine.goeverbright.com Operations > Milestone One (Project Qualification) > Welcome Call Task

In a similar fashion, call recording field information can be exported to an Excel (*.csv) file for further data manipulation. You would need to be in the Recordings Tab to perform this task.

  1. Select the call recordings that you wish to export by checking the box to the left of the listed entry.

  2. Click the Export button

  3. A dialog box will display a link to download the file to your local desktop

  4. Click the link and either open or save the file

MiaRec Downtime

In the event that MiaRec is experiencing downtime. Please proceed with the below steps:

  1. Put a note on the sales/account manager slack channel that MiaRec is down and uploads of welcome calls will be delayed.

  2. Either notate each job, or send a note to the installer after the calls are completed, to let them know the call was completed, but the upload of the recording will be delayed.

ADMINISTRATION

Provides access to administrative settings and configurations.

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