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What you need to know:
Dubber is a cloud-based call recording service that enables users to record, save, replay, and interact with their calls.
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Overview
Dubber can be accessed through a web browser or through a mobile app. This guide is specific to organizational administrators and outlines how to use the Dubber Call Recording portal.
1.
User Types
The Dubber portal offers different licenses for user types.
- A standard user has the ability to interact with recordings and access their settings. The account administrator sets up their account and sends an activation link to their email.
- The account administrator can manage recordings, users, add people, and create Teams within Dubber. Admins can also enable the Dubber AI to use the transcription service, sentiments, and other useful features if the appropriate Dubber Insights package has been assigned to the account.
2.
Access Account Administration
To access account administration in the Dubber portal:
- Go to https://us.dubber.net/
- Sign in with your email and password.
The Recordings page appears, where you can view, access, and manage recordings.
3. Click the Settings icon to access account administration options.
- The General tab displays the main account information, such as the name, web address, time and zone, address, phone number, and metadata, if any.
- People displays the users within Dubber, including yourself. You can manage them, add or delete users.
- The Teams tab shows any teams that have been created. You can create teams and add users to be a part of them.
- API (Application Programming Interface) is a set of rules software programs follow to communicate with others. The Authentication ID and Authentication token are API keys provided by Dubber. They enable Dubber to integrate with other programs so that it can work.
- Dubber AI provides transcription services and sentiments to analyze the tone of recorded calls and improve customer experience.
3.
View Users
To view Dubber users:
- Click the Settings icon.
- Select Account
- Click the People tab.
The users for your organization are displayed, along with their seat/license type.
Select a user to view their information or update their role. When making changes, click the Save Changes button to avoid losing any new information, or click Cancel to go back.
4.
Add Users
As an administrator, you can add new users to the Dubber portal using your account.
To add a user:
- Click the Settings icon.
- Select Account.
- Click the People tab.
- Select Add Person.
- Complete the required fields and enter as much information as desired.
- Click Save Changes to complete the process.
Note: When you create a new user, a welcome email is sent to them.
The welcome email includes a verification link, which prompts the user to select a password and log in for the first time.
5.
Teams
Teams are a useful way to manage how users can access and interact with call recordings. Contributors can access recordings they made but can’t access recordings made by other users. When you add users to a Team and make them Listeners, you give them permission to listen to all call recordings made by anyone on that Team.
Access the Teams tab through Settings.
You can add and remove teams and manage which users are in them.
To create a team:
- Click Add Team.
- Create a name for the team. (This is required).
- Add an optional description
- Click Save Changes.
- Click Add to add team members.
- Select the user and the permissions the user has.
- Click Save Changes.
Click on the team’s name to edit it at any time.
6.
User Management
The Dubber portal makes managing users simple and easy.
To access user management settings:
- Click the Settings icon.
- Select Account
- Click the People tab.
To change a user’s role:
- Select a user from the list.
- Use the Role dropdown to select one.
- Click Save Changes.
To reset a user’s password:
- Select a user from the list.
- Check the Reset password box.
- Click Save Changes. An email is sent to the user with directions to reset the password.
7.
Delete a User
You can quickly and easily delete users from the Dubber portal at any time.
To delete a user:
- Click the Settings icon.
- Select Account.
- Click the People tab.
- Navigate to the user of choice and click the Delete button.
- Confirm deletion.
Note: Once deleted, the user can no longer access their Dubber account. The user's recordings will be retained unless you choose to delete them by de-selecting the checkbox. - Click Confirm Delete.
8.
Set Up Notifications
Set up notifications, email notifications, and delete or edit alerts.
When Dubber AI is enabled for a user, as the Admin you can create notifications and be informed when a recording is available with a positive or negative sentiment, specific keywords, and/or an emotion.
To set up notifications, click Settings and select Account. Click on the AI tab and select the notifications page. Next, select Add Notification and enter or complete the following information:
- Notification name - Create a new name for your notification.
- Keywords- Add keywords separated by commas to indicate what the system should look for to match the targeted sentiment or emotion during call recordings.
- Recording type - Select whether this applies to inbound or outbound calls or meetings.
- Recording Includes - Enter a user’s name to be notified whether they were part of the recordings that meet the specific notification criteria.
- Sentiment - Select the sentiment type.
- Emotion- Select one or more emotions.
Note: A typical emotion/tone analysis detects up to four different emotions. A matched recording occurs when any of the selected emotions occurs within the recording. - Action - Select an action to be performed when the recording meets the entered criteria. You can add a tag, send an email, or trigger a Resthook.
Complete the required and desired fields and click Save Changes when finished.
To edit a notification, click the settings icon to make any changes.
To delete a notification alert, click the trashcan icon.