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Enghouse Interactive

QMS Documentation

    • Welcome
      • Overview
      • Help Conventions
      • Terms Of Use
      • End User License Agreement
      • Release Notes
        • 12.3 Release Notes
        • 12.3 SDK Release Notes
    • User Guide
      • Quick Start
        • Log in to Quality Management Client
        • Login Using Windows Authentication
        • Login Using Third-Party Authentication
        • Changing Language
        • Changing Your Passwords
        • Changing Your Preferences
      • Dashboard
        • Viewing the Dashboard
        • Customizing the Dashboard
      • Real-time Activity
        • Viewing Calls in Real-time
        • Recording Calls in Real-time
        • Monitoring Calls
        • Flagging Calls in Real-time
        • Viewing Computer Activity in Real-time
        • Monitoring Screens
      • Recordings
        • Search Recordings
        • Preview Recordings
        • Defining Recording Search Criteria
        • Full Text Search
        • Defining Full Text Search Criteria
        • Saving Search Criteria
        • Loading Saved Searches
        • Deleting Saved Searches
        • Playing Recorded Calls
        • Playing Screen Recordings and Video Recordings
        • Playing Recording Chain Segments
        • Viewing Email Recordings
        • Viewing Chat Recordings
        • Viewing Call Transcriptions
        • On Demand Call Transcription
        • Viewing Text Translations
        • On Demand Text Recording Translation
        • Viewing Recording Sentiment
        • Authorized User for Playback Option
        • Flagging Recorded Media
        • Deleting Recorded Media
        • Printing Recorded Media
        • Exporting Recorded Media
        • Exporting Recording Chain Segments
        • Viewing Recording Audit Log
        • Verifying Watermarks
        • Exporting Search Results
        • Copying and E-mailing Recordings
        • Override Recording Retention Settings
        • On Demand Content Analysis
        • About Call Chains
      • Evaluations
        • Creating Evaluations
        • Searching Evaluations
        • Defining Evaluation Search Criteria
        • Viewing Evaluations
        • Deleting Evaluations
        • Printing Evaluations
        • Exporting Evaluations
        • Copying and Emailing Evaluation Links
        • Editing Evaluations
        • Change Evaluator
        • Change Assigned User
        • Change Evaluation Workflow State
        • Scoring Evaluations
        • Adding Evaluation Bookmarks
        • Adding Evaluation Notes
        • Adding and Removing Evaluation Media
        • Adding Flags to Evaluation Media
        • Saving Evaluations
        • Override Evaluation Retention Settings
      • Reporting
        • Reports Dashboard
        • Viewing, Creating and Editing Reports
          • Viewing Reports
          • Creating Reports
          • Loading Reports
          • Editing Reports
          • Deleting Reports
          • Exporting Reports
          • Printing Reports
          • Scheduling Reports
        • Call Recording Reports
          • Total Counts Report
          • Users Not Recording Report
        • Agent Evaluation Reports
          • Scores Overview Report
          • Training Requirements Report
          • Training Requirements By Question
          • Score Trending Report
          • Score Trending by Question Report
          • Scores by Evaluator Report
          • Evaluator Calibration Report
          • Evaluator Productivity Report
        • Tenant Reports
          • Tenant Utilization Report
      • Administration
        • Users
          • Viewing Users
          • Adding Users
          • Editing Users
          • Multiple User Editing
          • Deleting Users
          • Activating/Inactivating Users
          • Managed Users
          • Importing/Exporting User Details
          • Restricting a User’s Recording View With Flags
          • Configuring Agent Hotdesking
        • Flag Profiles
          • Viewing Flag Profiles
          • Adding Flag Profiles
          • Editing Flag Profiles
          • Deleting Flag Profiles
          • Assigning Users to Flag Profiles
          • System Flags
        • Call Recording Profiles
          • Viewing Call Recording Profiles
          • Adding Call Recording Profiles
          • Editing Call Recording Profiles
          • Deleting Call Recording Profiles
          • Setting the Default Call Recording Profile
          • Call Recording Rules
          • Call Recording Rules for Contact Center Data
          • Call Retention Settings
          • Call Recording Transcription Settings
          • Call Recording EnghouseAI Settings
          • Call Recording Word Counting Settings
          • Call Recording Schedules
          • Assigning Users to Call Recording Profiles
        • Screen Recording Profiles
          • Creating Screen Recording Profiles
          • Viewing Screen Recording Profiles
          • Adding Screen Recording Profiles
          • Editing Screen Recording Profiles
          • Deleting Screen Recording Profiles
          • Assigning Users to a Screen Recording Profile
        • Text Recording Profiles
          • Viewing Text Recording Profiles
          • Adding Text Recording Profiles
          • Editing Text Recording Profiles
          • Text Recording EnghouseAI Settings
          • Text Recording Word Counting Settings
          • Deleting Text Recording Profiles
          • Assigning Users to Text Recording Profiles
        • Live Analytics Profiles
          • Viewing Live Analytics Profiles
          • Adding Live Analytics Profiles
          • Editing Live Analytics Profiles
          • Deleting Live Analytics Profiles
          • Assigning Members to Live Analytics Profiles
        • Batch Analytics Profiles
          • Viewing Batch Analytics Profiles
          • Adding Batch Analytics Profiles
          • Editing Batch Analytics Profiles
          • Deleting Batch Analytics Profiles
          • Assigning Members to Batch Analytics Profiles
        • Video Recording Profiles
          • Managing Video Recording Profiles
          • Video Recording Profile Detail
          • Video Recording Profile Rules
          • Video Recording Profile Retention Settings and Schedule
          • Video Recording Profile Media Collection
        • Batch AI Profiles
        • Security Profiles
          • Viewing Security Profile Settings
          • Adding New Security Profiles
          • Editing Security Profiles
          • Deleting Security Profiles
          • Assigning Users to a Security Profile
        • Groups
          • Viewing Groups
          • Adding Group Types
          • Editing Group Types
          • Deleting Group Types
          • Adding Groups
          • Editing Groups
          • Deleting Groups
        • Evaluation Workflow
          • Viewing Workflows
          • Adding Workflows
          • Editing Workflows
          • Delete Workflows
          • Import/Export Workflows
          • Design a Workflow for Automated Evaluation Review
        • Evaluation Scorecards
          • Viewing Scorecards
          • Adding Scorecards
          • Editing Scorecards
          • Moving Scorecards
          • Inactivating Scorecards
          • Deleting Scorecards
          • Scorecard Questions
          • Scorecard Categories
          • Custom Question Types
          • Viewing Scorecard Sets
          • Adding Scorecard Sets
          • Editing Scorecard Sets
          • Moving Scorecard Sets
          • Inactivating Scorecard Sets
          • Deleting Scorecard Sets
          • Assigning Users to Scorecards
        • Evaluation Calibration
          • Viewing Calibration Jobs
          • Adding Calibration Jobs
          • Editing Calibration Jobs
          • Deleting Calibration Jobs
        • Licensing
        • Services
          • Viewing Services
          • Editing Call Recording Services
          • Using S3 Storage
          • Using Azure Blob Storage
          • Creating Azure Storage Account
          • Editing Data Services
          • Editing Remote Data Storage
          • Editing Media Processing Services
          • Deleting Services
        • Desktop Agents
          • Adding Desktop Agent Deployment Profiles
          • Editing Desktop Agent Deployment Profiles
          • Deleting Desktop Agent Deployment Profiles
        • General Settings
          • Notifications
          • Email Settings
          • Call Recording Format
          • Call Retention Settings
          • Evaluation Retention Settings
          • Delete Users Settings
          • Transcription Engine Settings
          • On Demand Transcription Settings
          • Transcription Add Word Settings
          • Edit Transcription Add Words
          • Translation Engine Settings
          • Encryption Settings
          • Using the Key Management Tool
          • Audit Settings
          • Security Settings
          • Third-Party Authentication Settings
          • Theme Settings
          • Volume Adjustments
          • Contact Center Integrations
          • Full Text Search Settings
          • Custom Reporting Settings
          • Word Counting Settings
          • Screen Recording Settings
          • EnghouseAI Engine Settings
        • Audit Log
          • Viewing Audit Logs
          • Audit Log Records
          • Service Logs
        • Active Directory Import
        • Archive
          • Viewing Archive Tasks
          • Adding Archive Tasks
          • Editing Archive Tasks
          • Canceling Archive Tasks
          • Email Notifications for Archive Tasks
        • Alerts
          • Viewing Alerts
          • Adding Alerts
          • Editing Alerts
          • Deleting Alerts
        • API
          • Viewing Application Settings
          • Adding Application Security Profiles
          • Editing Application Security Profiles
          • Deleting Application Security Profiles
          • Adding Application
          • Editing Application
          • Deleting Application
        • Tenants
          • Switching Tenants
          • Viewing Tenants
          • Adding Tenants
          • Editing Tenants
          • Deleting Tenants
        • Content Analyzers
          • Content Analyzer Administration
        • Login Notifications
          • Adding a Notification
          • Editing a Notification
          • Deleting a Notification
          • Login Notifications Popup
    • System Design
      • QMS Architecture
      • QMS Components
        • QMS Data Service
        • QMS Recording Service
        • QMS Media Processing Service
        • QMS Client
      • QMS Hardware Requirements
      • Supported Telephony Platforms
      • Compliance Options
      • Computer Recording
      • Text Recording
      • Speech Analytics
      • Archiving
      • Cloud Storage
      • Licensing
      • Appendix A – Supported Windows OS for Cisco TAPI
    • Server Installation
      • Quality Management Suite Components
      • Pre-Installation Checklist
      • Install Server Prerequisites
        • All Servers
        • Data Service Server
        • Other Requirements
      • Performing the Installation
        • Data Service Installer
        • Call Recording Service Installer
        • WinPcap 4.1.3 or Npcap 1.79 OEM Installation
        • Media Processing Service Installer
      • Advanced Configuration
        • Advanced Settings - Recording Service
      • Configure Secure Transport (Optional)
      • Customize SSO Sign-On Page (Optional)
      • Customize QMS to run within an iFrame (Optional)
      • Configure QMS to run behind a Secure Reverse Proxy (Optional)
      • Secure RabbitMQ Communications (Optional)
      • Configuring QMS client content security policy (Optional)
    • Server Upgrade
      • Upgrade Considerations
      • Upgrade Procedure
        • Step 1: Microsoft .NET Installation
        • Step 2: Install Visual C++ Redistributable Packages
        • Step 3: RabbitMQ Installation
        • Step 4: Backup QMS Database
        • Step 5: Run QMS Upgrader
      • Post-Upgrade Configuration
    • Integration Guides
      • Alcatel TSAPI Integration Guide
      • Avaya CS1000 Integration Guide
      • Avaya DMCC Integration Guide
      • Avaya IP Office Integration Guide
        • Solution Overview
        • Avaya IP Office Configuration
        • QMS Configuration
        • Troubleshooting
      • Avaya IP Office Web Services Integration Guide
        • Solution Overview
        • Avaya IPOffice Configuration
        • QMS Configuration
        • Troubleshooting
      • Cisco Integration Guide
        • Solution Overview
        • SIP and SCCP Port Mirroring
        • Forked Audio - IP Phone-based Recording
        • Forked Audio - Network-based Recording
        • Media Encryption
        • QMS High Availability and Forked Audio
        • QMS Cisco Phone Controls
        • QMS Configuration File Settings
        • Troubleshooting
      • Cisco Contact Center Connector Guide
        • Solution Overview
        • Installation
        • Getting Started
        • Supported Products
        • CTI Session Settings
        • Modes of Operation and Logging
        • Call Flagging
        • Trigger Rules Configured in QMS
        • Agent State Synchronization
        • Other App Settings
        • Configuration File Reference
        • Configuration Tool
        • Upgrade
        • Troubleshooting
        • Glossary
      • FreeSwitch with CC Integration Guide
        • SIP Solution Overview
        • SIP Packet Forwarding Service Configuration
        • SIP QMS Configuration
        • WebRTC Solution Overview
        • WEBRTC QMS Configuration
      • Innovaphone Integration Guide
        • Solution Overview
        • Innovaphone Configuration
        • Network Configuration
        • TSP Installation
        • QMS Configuration
        • Troubleshooting
      • Microsoft Skype for Business Integration Guide
        • Solution Overview
        • Satisfy the Requirements
        • RTP Data Collector
        • Telrex Net Service
        • QMS Configuration
      • Microsoft Teams Integration Guide
        • Create Azure VM
        • Configure Azure VM
        • Configure Azure VM Windows OS
        • Register the Azure Bot
        • Configure Compliance Policy and Users
        • QMS Configuration
        • Video Recording in Microsoft Teams
      • Mitel MiTAI Integration Guide
        • Mitel MiTAI Integration Guide
      • Mitel MiTAI with SRC Integration Guide
        • Solution Overview
        • QMS Configuration
        • Mitel Configuration
      • NEC Integration Guide
        • Solution Overview
        • Port Mirror Solution
        • OAI Solution
      • Port Mirroring Integration Guide
      • RingCentral Integration Guide
        • Solution Overview
        • RingCentral Configuration
        • QMS Configuration
        • Move QMS App into (RC) Production
        • Caveats
      • SipRec Integration Guide
        • Solution Overview
        • QMS Configuration
        • Avaya Configuration
        • Cisco CUBE Configuration
        • Mediant SBC Configuration
        • Other Border Devices
        • Caveats
      • ShoreTel Integration Guide
        • Solution Overview
        • ShoreTel TAPI
          • PBX Configuration
          • QMS Configuration
        • ShoreTel TAPI/WAVE
          • PBX Configuration
          • QMS Configuration
        • ShoreTel TSP Installation
        • QMS High Availability and ShoreTel TAPI/Wave
        • QMS Configuration File Settings
        • Troubleshooting
      • Webex Integration Guide
        • Solution Overview
        • Webex Configuration
        • QMS Configuration
    • Optional Components
      • Custom Reporting
        • Overview
        • Editing Custom Reporting Settings
        • Custom Reporting Exported Records
          • User Details
          • Recording Details
          • Flag Details
          • WordCount Details
          • Evaluation Details
        • QMS Insights Tool
          • Overview
          • Installation
          • Application Guide
          • Database Creation Script
      • Desktop Utility
        • Application Overview
        • Installation
        • Recording Calls
        • Adding Flags and Notes
      • High Availability
        • Overview
        • Typical Topologies
        • Deployment
          • Step 1 – Deploy a Highly Available PBX Solution
          • Step 2 – Install the Primary SQL Server Database
          • Step 3 – Install or Upgrade QMS on the Primary Server
          • Step 4 – Install or Upgrade QMS on the Secondary Server
          • Step 5 – Collect the Server Tokens from the Primary & Secondary QMS Server
          • Step 6 – Install the Secondary SQL Server Database
          • Step 7 – Enable Remote Connection and TCP/IP Protocol on both SQL Server instances
          • Step 8 – Administering Distributed Transaction Coordinator
          • Step 9 – Make Domain Qualified User Owner of QMS Database
          • Step 10 – Configure all QMS Services to utilize the Domain Qualified User
          • Step 11 – Configure the Primary and Secondary connection strings in the Data Service config
          • Step 12 – Configure High Availability in QMS Administration
          • Step 13 – Configure Firewall Settings
          • Step 14 – Setup Merge Replication between the Primary and Secondary SQL Servers
            • Step 14.1 – Create the Publisher
            • Step 14.2 – Publication Wizard: Setup the Distributor
            • Step 14.3 – Publication Wizard: Setup Snapshot Folder
            • Step 14.4 – Publication Wizard: Setup Publication Database
            • Step 14.5 – Publication Wizard: Setup Publication Type (Merge Replication)
            • Step 14.6 – Publication Wizard: Setup Subscriber Types
            • Step 14.7 – Publication Wizard: Setup Articles
            • Step 14.8 – Publication Wizard: Setup Article Issues
            • Step 14.9 – Publication Wizard: Setup Filters
            • Step 14.10 – Publication Wizard: Snapshot Agent
            • Step 14.11 – Publication Wizard: Agent Security
            • Step 14.12 – Publication Wizard: Agent Security Domain Account
            • Step 14.13 – Publication Wizard: Create Publication
            • Step 14.14 – Publication Wizard: Complete the Wizard
            • Step 14.15 – Setup the Subscription
            • Step 14.16 – Setup the Replication Schedule
            • Step 14.17 – Verify Replication
          • Step 15 – Enable Replication-Safe DB Save
          • Step 16 – Configure Remote Storage Location
        • Conclusion
      • Single Sign-On
        • Overview
        • Authentication Flows
        • KeyCloak Configuration
        • Microsoft Entra ID Configuration
      • Multi Tenancy
        • Overview
        • Installation
        • Multi-Tenancy and Security Profiles
      • Packet Forwarding Service
        • Overview
        • Prerequisites
        • Installation
        • Configuration File Settings
        • QMS Configuration
        • Troubleshooting
      • Screen Recording
        • Provisioning Users for Screen Recording
        • Desktop Agent Deployment
        • Monitoring Support
      • Email Services
        • SMTP Basic Authentication
        • SMTP OAuth Authentication
        • Google Workspaces (GMail)
        • OAuth Microsoft 365 Authentication
      • Meilisearch Services
        • Solution Overview
        • Hardware Requirements
        • Installation
        • QMS Configuration
        • Reindex Recordings
        • Migrating Data
      • System Monitoring
        • General Notifications
        • Recording Service Notifications
        • Media Processing Service Notifications
        • Alerting System
        • Reports
        • Performance Monitoring
      • Transcription Services
        • Overview
        • Licensing
        • User Configuration
        • Enghouse Transcription
          • Overview
          • General Settings / Tenant Configuration
          • Call Recording Profile Configuration
          • On Demand Configuration
        • Amazon Transcribe
          • Overview
          • General Settings / Tenant Configuration
          • Call Recording Profile Configuration
          • On Demand Configuration
        • Azure Speech-to-Text
          • Overview
          • General Settings / Tenant Configuration
          • Call Recording Profile Configuration
          • On Demand Configuration
        • Searching Transcriptions
        • Viewing Transcriptions
        • Evaluating Transcriptions
        • Transcription Scenarios
        • Transcription and Retention
      • Vecko Push
    • Older Versions
      • QMS 12.1 Help
      • QMS 12.0 Help
      • QMS 11.2 Help
      • QMS 11.1 Help
      • QMS 11.0 Help
      • QMS 10.3 Help
      • QMS 10.2 Help
      • QMS 10.1 Help
      • QMS 10.0 Help
      • QMS 9.4 Help
      • QMS 9.3 Help
      • QMS 9.2 Help
      • QMS 9.1 Help
      • QMS 9.0 Help
      • QMS 8.2 Help
      • QMS 8.1 Help
      • QMS 8.0 Help
      • QMS 7.4 Help
      • QMS 7.3 Help
      • QMS 7.2 Help
      • QMS 7.1 Help
      • QMS 7.0 Help
QMS Documentation 12.3
  • QMS Documentation
    • 12.3
  • QMS Documentation
  • Welcome

Enghouse Interactive Quality Management Suite 12.3 Help

Welcome to the Enghouse Interactive Quality Management Suite Help.

The Quality Management Suite is a packet-based call recording and monitoring system for IP or IP-enabled telephone systems. Refer to the Quality Management Suite Overview topic for more information.

This Help consists of:

  • About this Help

  • Using the Quality Management Client

  • Dashboard

  • Real-time Activity

  • Recordings

  • Evaluations

  • Reports

  • Administration

This page was built using the Antora default UI.

The source code for this UI is licensed under the terms of the MPL-2.0 license.