Dubber Recording Portal – Admin Guide

Overview

Dubber can be accessed through a web browser. 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.

1. 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.
2. 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:

1. Go to https://us.dubber.net/
2. 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.

  

  Click image for large view
• People displays the users within Dubber, including yourself. You can manage them, add or delete users.

  

  Click image for large view
• 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.

  

  Click image for large view

3.

View Users

To view Dubber users:

1. Click the Settings icon.
2. Select Account
3. 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:

1. Click the Settings icon.
2. Select Account.
3. Click the People tab.
4. Select Add Person.
5. Complete the required fields and enter as much information as desired.
6. 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:

1. Click Add Team.
2. Create a name for the team. (This is required).
3. Add an optional description
4. Click Save Changes.
5. Click Add to add team members.
6. Select the user and the permissions the user has.
7. 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:

1. Click the Settings icon.
2. Select Account
3. Click the People tab.

To change a user’s role:

1. Select a user from the list.
2. Use the Role dropdown to select one.
3. Click Save Changes.

To reset a user’s password:

1. Select a user from the list.
2. Check the Reset password box.
3. Click Save Changes. An email is sent to the user with directions to reset the password.

To restrict a user’s access to the portal:

1. Select a user from the list
2. Edit the Username by clicking on the “Change” button
3. Leave the “Email address” fields blank and click “Change Email”.

7.

Delete a User

You can quickly and easily delete users from the Dubber portal at any time.

To delete a user:

1. Click the Settings icon.
2. Select Account.
3. Click the People tab.
4. Navigate to the user of choice and click the Delete button.
5. 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.
6. 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, or specific keywords.

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:

1. Notification name - Create a new name for your notification.
2. Keywords- Add keywords separated by commas to indicate what the system should look for to match the targeted sentiment during call recordings.
3. Recording type - Select whether this applies to inbound or outbound calls or meetings.
4. Recording Includes - Enter a user’s name to be notified whether they were part of the recordings that meet the specific notification criteria.
5. Sentiment - Select the sentiment type.

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.

9.

Recordings Management

Delete Recordings

Note: Only administrators on the account can delete recordings; standard users cannot. Furthermore, with our “Legal Hold” feature, available with Dubber Unified Capture and Insights, once a recording is flagged for legal hold, it cannot be deleted by an administrator.

To delete a recording, hover over the bottom right of the recording, and click “Delete”

To delete multiple recordings

1. 1. Select the recordings you want to delete by checking the box at the top right corner of the recording.

1. Click on the “Recordings” drop-down and select “Delete”

Download Recordings

To Download a recording, hover over the bottom right of the recording and click “Download”.

To download multiple recordings

1. 1. Select the recordings you want to download by checking the box at the top right corner of the recording.

1. 1. Click on the “Recordings” drop-down and select “Download”

1. 1. The system will create a .zip file that can be downloaded once it’s ready for download
   2. To access your file, click on the gear at the top of the screen, then “Downloads”

1. 1. To download your Zip file, click the download button once the file is ready.

1. 1. Click “Download.” Note: The “Download” button will stop working after 60 seconds.

Dubber offers a set of APIs to help users delete and download files in bulk. All recorded users will need the Unified Capture license or above. For more information on how to set up your APIs, please click here.

10.

Search for Recordings

There are a number of ways to search for recordings in the Dubber portal.

Search Bar

Use the search bar to look for specific criteria, such as caller ID, date, or time.

Enter keywords or other normal searches as needed. You can also search by call length and sentiments.

To search through a recording by its duration:

1. Type using the formats: "shorter_than:hh:mm:ss" or "longer_than:hh:mm:ss".
2. Example: To search for recordings shorter than 5 minutes, type in the search bar: "shorter_than:00:05:00" and press Enter.

This brings up all recordings in your account that are shorter than 5 minutes.

To search by the recording’s sentiment:

1. Type "sentiment:negative" or "sentiment:positive"
2. Press Enter.
3. Recordings that have a positive or negative sentiment appear.

Note: Dubber AI must be enabled to use this functionality.

Smart Search

A Smart Search can be performed using the search bar and is typically used when there are many pages of recordings in the Dubber portal. Smart Search helps you look for a recording within a date range or on a specific date. You can also look for a recording with specific verbiage or a recording that has been tagged.

To perform a Smart Search:

1. Expand the chevron button in the search bar.
2. Search through recordings using extra criteria in addition to the filter functions at the top of the page.
3. Use the query field to search for a specific word within your recording library.
   • Example: If you want to check all the recordings that have "test," enter that word and click Search.
4. Use the date field to include a date range within this search and a specific time within that date.
   • When you click in that space, a menu appears.
5. Click the Custom button and un-tick the Show all day checkbox to look for a recording within a specific time.

Filter Icons

Use the filter icons to search for recordings by category and type.

1. Recordings: You can filter the page by whether it is a call recording or a voicemail.
2. Voicemails: Filter the page by voicemail only.
3. Meetings: Filter by meetings.
4. Tagged items: Filter the page by recordings that have been tagged.
5. Starred: Filter the page by recordings you have favored.
6. Restrict to dub.point: Filter by recordings created by a specific user.