5. Using ARC

The ARC client uses three colors to indicate when a channel is either idle, actively recording audio, or when a recording rule is enabled.

To enable a recording rule:

1. Right-click the ARC icon in the bottom right of the task bar. A dialog appears displaying the recording rules

   • If the ARC icon is green, the recording rule is disabled, and the recorder is idle.

   

   Fig. 5.1 Green ARC Icon

   • A red icon indicates the recorder is actively recording calls.

   

   Fig. 5.2 Red ARC Icon

2. Hover your cursor over the recording rule and select it. The icon changes to yellow to indicate the recording rule has been enabled.

   

   Fig. 5.3 Yellow ARC Icon

To disable a recording rule:

1. Right-click the ARC icon to access the recording rule.

2. Select the recording rule to disable it. The ARC icon changes its color to either a green icon or a red icon to indicate an idle or recording status.

Multiple recording rules can be enabled or disabled together.

To enable or disable multiple recording rules:

1. Right-click the ARC icon to access the recording rules.

2. Click the > symbol to access all the recording rules. A dialog appears showing all the recording rules configured in the client.

Fig. 5.4 Multiple Recording Rules in ARC

Under the recording rules, there is an option to enable or disable all the rules together.

To enable all the recording rules:

• Select Enable All. The icons next to the recording rules turn yellow to indicate that the rules are active.

  

  Fig. 5.5 Enable All Recording Rules Option

To disable all recording rules:

• Select Disable All. The icons next to the recording rules turn green or red to indicate that the recorder is idle or actively recording.

  

  Fig. 5.6 Disable All Recording Option

5.1. Accessing the Settings Menu

Select the ARC icon to access the Settings menu.

Fig. 5.7 ARC Settings Menu

Use the Settings menu to:

• Enable auto-login

• Clear any saved login credentials

• Logout of the client

• Show Logout menu option in main menu

Fig. 5.8 Logout Enabled in Main Menu

5.2. Adding Notes to Recordings

The ARC client includes a feature to add notes to a recording rule. Adding notes is helpful for highlighting critical moments during calls. Notes appear in the recording in MediaWorks DX. This feature can only be enabled on one recording rule and requires enabling additional permissions for agents.

5.2.1. Prerequisite: Enabling Permissions for Notes

To access the notes feature in the ARC client, you must enable additional permissions for agents in the configuration manager.

To enable adding notes to recordings:

1. Open the configuration manager and access the permissions page by clicking Users and Security → Permissions → Agents.

2. At the bottom of the page, click Edit Permissions.

   

   Fig. 5.9 Permissions Page in Configuration Manager

3. Enable the permissions listed below for agents. Use the search bar at the bottom of the page to find the permissions more efficiently.

   

   Fig. 5.10 Agent Permissions Needed for ARC

4. Click Submit Changes to save your changes to agent permissions.

5.2.2. Adding Notes in ARC

To add a note:

1. Log out of the ARC client.

2. Navigate to the configuration file by clicking System → Configuration Files → ARC Client Configuration.

   

   Fig. 5.11 ARC Client Configuration Selected

3. Scroll to the bottom of the page and select View/Edit File.

4. In the configuration file, change “primary”: “false” to “primary”: “true” to enable the note feature.

   

   Fig. 5.12 Primary Set to False With Add Note Greyed Out

   

   Fig. 5.13 Primary Set To True With Add Note Feature Enabled

5. Click save.

6. Log into the ARC client.

7. Click the ARC icon on the task bar. The primary rule appears with the note section bolded.

8. Click Add Note. A dialog appears with a textbox.

   

   Fig. 5.14 Add Note Option

9. In the textbox, enter the note and click ADD NOTE.

   

   Fig. 5.15 Add Note Textbox

The note appears next to the recording in MediaWorks DX.

Fig. 5.16 Added Note From ARC In MediaWorks DX