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This is also known as ‘Call Replay�. This programme is used to trace customer calls made to our contact centres. If you have access to this programme it can be found by

• in ‘My Workplaceâ€� go to ‘Corporate Servicesâ€� and then ‘Toolsâ€�

Once viewer is open you can use the details found on CMA and the call request stencil to trace a call

• locate the contact centre site on the left hand side from the code on the stencil
• enter the date from and to by selecting the date box and a calendar will appear
• enter the time from and to by selecting the time box and a box will appear where the time can be adjusted and set to the time of your call. Note: CMA does not always have accurate times so it helps to expand the timeframe you are searching to account for this

• take the details from the call request stencil and enter them into the corresponding box within viewer

  • in the Agent box enter Aspect advisor ID
  • in the CLI box enter the CLI (this is the number the call was made from)
  • in the Track ID box enter the Voice recorder number
  • select the blue arrow at the bottom of the contact centre site list
• a list of calls should now appear in the right hand pane, if “NO ITEMS FOUNDâ€� appears then the call is no trace and needs to be removed from the call request stencil
• the call you are looking for and select the speaker icon, call is now being retrieved
• to trace the next call, select the contact centre list and repeat the process

• if the message ‘No replayable content was found for this item, there may have been a problem retrieving the contentâ€� is shown this means viewer has the call but has not retrieved it on that attempt. Selecting the speaker icon a second time often solves the problem and retrieves the call. If this message appears a second time you should try the following work around:

  • select Tools while in Call Replay
  • then select Internet Options
  • then select Delete Cookies, followed by OK
  • then select Delete Files
  • then select Delete all offline content, followed by OK
  • select Content, fourth tab along the top of the internet options box
  • select Clear SSL State, followed by OK
  • in the Internet Options Box select OK
  • finally select the speaker icon again
  • if the message ‘No replayable content was found for this item, there may have been a problem retrieving the contentâ€� is shown again this means the call is not available.