CLIENTcommand

User manual

12/5/2024

Product line Neo, version 7.x

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 Contents

Contents

1 General information.................................................................................................... 4

2 Introduction................................................................................................................. 5

3 System requirements ................................................................................................. 6

4 Licenses ...................................................................................................................... 7

5 Start application.......................................................................................................... 8
5.1 Start connection attempt manually ............................................................................... 9
5.2 Repeat login attempt in OAuth login ............................................................................. 9

6 Usage ......................................................................................................................... 10
6.1 Icons in the system tray .............................................................................................. 10
6.2 Context menu ............................................................................................................. 10
6.2.1 Options ....................................................................................................................... 11
[Link] Connection options ..................................................................................................... 11
[Link] General options .......................................................................................................... 12
[Link] Hotkey options ............................................................................................................ 14
6.3 Notifications ................................................................................................................ 15
6.4 Recording control........................................................................................................ 15
6.5 Add additional data ..................................................................................................... 16
6.6 Create coaching advisor session................................................................................ 17
6.7 Show conversation details .......................................................................................... 17

List of figures ............................................................................................................ 19

List of tables.............................................................................................................. 20

Glossary .................................................................................................................... 21

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1 General information

1 General information

In the context of this document ASC represents ASC Technologies AG, its subsidiaries, branch
offices, and distributors. An up-to-date overview of the aforementioned entities can be found at
[Link]
ASC assumes no guarantee for the actuality, correctness, integrity or quality of the information
provided in the manuals.
ASC regularly checks the content of the released manuals for consistency with the described
hardware and software. Nevertheless, deviations cannot be excluded. Necessary revisions are
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Some aspects of the ASC technology are described in general terms to protect the ownership
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The software programs and the manuals of ASC are protected by copyright law. All rights on the
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Copying the manuals, completely or in parts, is only allowed with written authorization of ASC.
Representative, if not defined otherwise, is the technical status at the time of the delivery of the
software, the devices and the manuals of ASC. Technical changes without specified announce-
ments are reserved. Previous manuals lose their validity.
The general conditions of sales and delivery of ASC in their latest version apply.

CLIENTcommand - Neo 7.x Rev. 12 4 / 21

2 Introduction

2 Introduction

This manual describes all functions and options of the application CLIENTcommand. It de-
pends on the settings in the Applications module of the application System Configuration
which of these functions and options are available for the user.
If an adjustment of these settings becomes necessary, contact the system administrator.

CLIENTcommand is an application which allows you to control and add further information to
the recordings. The central point of control is the CLIENTcommand icon in the system tray. This
icon allows the user to call up a menu with different functions, options and information

CLIENTcommand offers 3 functions for recording control:

• Start or stop recording
• Keep or delete recording
• Mute or unmute recording

Furthermore, CLIENTcommand offers the following functions:

• Add additional data to call
• Start or stop coaching advisor session
• Display notifications
• Display conversation details

CLIENTcommand can only be employed by users who have been added as agent and have
been assigned an extension in the application System Configuration. In addition, the usage of
CLIENTcommand must have been enabled by the system administrator in the application Sys-
tem Configuration.
The configured scope of functions of the application CLIENTcommand is only available if the
connection to the application server (app server) has been established. If no connection to the
app server has been established, you can only call up and adjust the connection options (see
chapter "Connection options", p. 11).

CLIENTcommand is a client application. It has to be installed on each client computer which is

supposed to use it.

If the languages Chinese or Japanese are supposed to be available for this client application, it
is a precondition that the operating system supports the respective language. If this is not the
case, the Chinese and Japanese characters may be depicted incorrectly. Language support
has to be activated manually in the operating system then.

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3 System requirements

3 System requirements

For basic information about the necessary hardware and software components refer to the in-
stallation manual Installation requirements.

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4 Licenses

4 Licenses

No. License name Number

10300007 CLIENTcommand 1 license per concurrent user
Tab. 1: Licenses

CLIENTcommand - Neo 7.x Rev. 12 7 / 21

5 Start application

5 Start application

The application CLIENTcommand can be started manually or automatically. During the installa-
tion you determined whether the application is supposed to be started manually or automati-
cally.
For the manual start, a program group is created in the start menu of Windows and a program
icon is placed on the desktop.
1. To start the application manually, click on the CLIENTcommand program icon.

Fig. 1: Program icon

If a login via SSO has been configured for the application, active authentication is omitted.
Connection establishment is started directly.
Precondition for this function:
The function Single Sign On (SSO) has been activated by the administrator during the configu-
ration of the system.

If an OAuth login has been configured for the application, a customer-specific authorization
website opens in the default browser where users can log in.
Precondition for this function:
The OAuth2 parameter has been configured during the installation of CLIENTcommand and
the procedure has been activated in the application System Configuration by the system
provider.

2. If you do not log in via SSO, enter your user name and password.

Fig. 2: Login window

3. Click on the button OK.

ð The application is started.
ð The connection to the app server is established.
ð You will receive a message whether you have logged in successfully.
Upon logging in successfully, the icon (Client is connected) appears in the Windows
system tray.
If no connection to the app server could be established, the icon (Client is not con-
nected) appears in the Windows system tray.
4. If no connection to the app server could be established, you can check and adjust the con-
nection options. To do so, right-click on the icon (Client is not connected) and open the
menu item Options.
5. Check the settings in the tab Connection Options.
6. Adjust the settings if required.
7. Click on the button OK to save the changes.
ð CLIENTcommand will reattempt automatically to establish a connection to the app
server.

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5 Start application

If all automatic attempts of establishing a connection to the server have failed, you can start ad-
ditional connection attempts manually, see chapter "Start connection attempt manually", p. 9.

5.1 Start connection attempt manually

You have 2 options to start a connection attempt to the app server manually:
1. In the message about the failed connection attempts, click on Retry.

Fig. 3: Message Connection error

2. Open the context menu of the icon and select the menu item Retry Connection.

Fig. 4: Context menu in case of a connection error

5.2 Repeat login attempt in OAuth login

If OAuth has been configured for CLIENTcommand, a failed login attempt can be repeated in
the context menu of CLIENTcommand, e. g. if the OAuth authorization website configured in the
application System Configuration has been closed inadvertently before the user could be logged
in to CLIENTcommand.
1. Open the context menu of the icon and select the menu item Retry Login.

Fig. 5: Context menu in case of failed login

ð The customer-specific OAuth authorization website opens and the user can log in once
again.

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6 Usage

6 Usage

After the successful authentication, a CLIENTcommand program icon appears in the Windows
system tray which displays the current status (see chapter "Icons in the system tray", p. 10).
By right-clicking on the program icon, you can open the corresponding context menu. The con-
tent of the context menu depends on different factors.

6.1 Icons in the system tray

Client tries to connect The client computer attempts to establish the connection to the
app server.
<logged-in user> The client computer has been connected to the app server. Ad-
Client is connected ditionally, the name of the logged-in user is displayed.

Client is not connected The client computer has not been connected to the app server.

New call for a client The running call is not recorded.

Recording muted The running call is being recorded, but the recording is muted at
the moment.
Recording is kept The running call is being recorded and will be saved.

Recording will be The running call is being recorded and will be deleted after-
deleted wards.
Wrap-up time If a profile with a wrap-up time has been activated in the Record-
ing Planner (refer to administration manual Recording Planner),
the agent can use this period to add comments or additional
data and to decide whether the call is supposed to be kept or
deleted (Keep/Delete). The wrap-up time ends when the agent
accepts a new call, when he manually sets his agent status to
ready or at the latest when the timeout configured in the Record-
ing Planner has been reached. If screen recording has been ac-
tivated in the recording profile, the wrap-up time is treated as
part of the call and thus appears in the database; if only audio is
recorded, then the recording ends before the wrap-up time.
Former recording er- Indicates that recording errors have occurred in the past. Hover
rors the mouse cursor over the icon to display a list of those errors.
Current recording er- Indicates that there are errors in the recording. Hove the mouse
rors cursor over the icon to display a list of those errors.

6.2 Context menu

By right-clicking on the program icon CLIENTcommand in the system tray, you can open the
corresponding context menu.

Fig. 6: Context menu (example)

The following menu items are always available:

• Options

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6 Usage

Opens a window in which you can display and adjust different options if required.
• About CLIENTcommand
Opens a window with information about the version of the software, the IP address of the
server, and the last login.
• Help
Opens the online help.
• Quit
Closes the application.
All further entries in the context menu depend on following points:
• Connection status
• Conversation status
• Configuration of the recording control in the application System Configuration

6.2.1 Options
You can adjust the following options:
• Connection options, see chapter "Connection options", p. 11.
• General options, see chapter "General options", p. 12.
• Hot key options, see chapter "Hotkey options", p. 14.

Fig. 7: Options dialog (example)

OK Saves the changed settings and closes the Options window.

Apply Saves the changed settings. The Options window is not closed.
Cancel Discards the settings you have made and closes the Options window.
You can change tabs without buffering. The settings are not lost.

[Link] Connection options

Here, you can display the current connection options and adjust them if required.

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6 Usage

Fig. 8: Connection options

Server address IP address of the primary application server (app server).

Server port IP port which is supposed to communicate with the primary app
server.
Failover server address IP address of the server which has been set up as standby appli-
cation server. The application CLIENTcommand connects to the
standby server if the primary server fails.
If there is no standby server, leave the entry field empty.
Failover server port IP port of the standby server. This port allows communicating with
the standby server if the primary server fails.
If there is no standby server, leave the entry field empty.
Connection attempts Maximum number of connection attempts before an error mes-
sage will be issued and no further automatic connection attempts
will be made.
Enter the value 0 if you would like to prompt automatic connection
attempts without restrictions until the connection could be estab-
lished.
Automatic login Select whether the user is supposed to be logged in to the appli-
cation CLIENTcommand again automatically if the connection to
the app server was lost during the previous session.
= Function has been activated. The user is logged in again au-
tomatically in case the connection was lost.
= Function has not been activated. The user is not logged in
again automatically in case the connection was lost.

If a terminal server is deployed, changes of the IP address made here exclusively apply to the
logged-in user. If the IP address is supposed to be changed for all users of the terminal server,
the administrator can adjust the IP address in the file [Link] in path C:\Program Files
(x86)\ASC\ASC CLIENTcommand.

[Link] General options

Here, you can display and edit general options.

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6 Usage

Fig. 9: General options

Replay sound effects Select whether new messages are supposed to be signaled by a sound
effect.
= Sound effect has been switched on.
= Sound effect has been switched off.
Show conversation de- Select whether the function to display conversation details is supposed
tails to be activated.
= Function has been activated. During a call, the menu item Show
Conversation Details is displayed in the context menu.
= Function has not been activated.
Deactivate notifications Select whether system messages (e. g. success messages, messages
about status changes) are supposed to be deactivated in general.
= Function has been activated. No notifications are displayed.
= Function has not been activated. Notifications are displayed in the
selected layout.
Display last parameter Select whether the additional data entered for the previous conversa-
input tion is supposed to be displayed in the additional data fields of the new
conversation, too, upon opening the window to enter additional data.
= Function has been activated. The previously entered additional
data is displayed.
= Function has not been activated. The previously entered additional
data is not displayed. Additional data can be entered manually.
Show additional data Select whether the window to enter additional data is supposed to open
dialog upon recording automatically when a recording starts.
start = Function has been activated. The window to add additional data
opens automatically when a recording starts.
= Function has not been activated. Additional data can be added by
opening the additional data window by means of the context menu, see
chapter "Add additional data", p. 16.
Display keyword notifi- Select whether detected keywords are supposed to be displayed in a
cations in a list list instead of as individual notifications.
= Function has been activated. Detected keywords are displayed in a
list.
= Function has not been activated. Individual notifications are dis-
played for detected keywords.

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6 Usage

Show notifications as Select the layout of the system messages.

• Balloon tooltips
New messages are displayed as balloon tooltips in the taskbar.
Example:

• Taskbar notifications
New messages are displayed in a pop-up window in the taskbar.
Example:

• Message box
New notifications are displayed in a pop-up window in the center of
the screen. The window can be closed by clicking on the button
OK or by pressing the [Enter] key. Example:

Log level Controls which events for troubleshooting are recorded in the log file.
Enter the log level for the log file.
• DISABLED
Event logging has been switched off completely.
• The log levels ALWAYS, INFO, DEBUG, TRACE in the aforemen-
tioned order represent an enhanced logging, while ALWAYS corre-
sponds to a minimum logging and TRACE to the maximum logging
possible.
The log file is located in the Windows user directory under
\AppData\Roaming\ASC\CLIENTcommand. In the log file, all events of
the configured log level are logged.
Language Select the language of the user interface.

[Link] Hotkey options

Here, you can see which hotkeys can be used and adjust the settings if required.
By using the hotkeys you can control the most important functions for the recording control via
the keyboard.

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6 Usage

Fig. 10: Hotkey options

1. To activate the functions of the hotkeys, click on the check box next to Activate hotkeys.
= Hotkeys are activated.
= Hotkeys are deactivated.
2. To change the settings of the hotkeys, click on the corresponding entry field and enter the
letter which is supposed to be used for the functions.

6.3 Notifications
CLIENTcommand offers the possibility to display notifications which have been generated by
the recording system.

Fig. 11: Notification (example)

Depending on the type of notification, different buttons may be available which enable users to
react to the displayed notification, e. g. by making a yes-no decision or by confirming a prompt
to e. g. load more notifications or to close the window.
Further notifications are available in the Portal.

To have notifications displayed, the administrator of the tenant has to activate the option Notifi-
cations in the allowed configurable settings of the client in the application System Configura-
tion.

6.4 Recording control

CLIENTcommand offers 3 functions for recording control:
• Start or stop recording
• Keep or delete recording
• Mute or unmute recording
These functions are only available during the running call.
You have 2 options to execute these functions:
1. Open the context menu of the current icon in system tray and select the respective menu
item.

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6 Usage

2. Enter the appropriate hotkey via the keyboard.

During the running call the following functions are also available:
• Add Additional Data, see chapter "Add additional data", p. 16
• Start Coaching Advisor Sessions, see chapter "Create coaching advisor session", p. 17

6.5 Add additional data

During the call you have the possibility to add additional data to the call. Depending on the con-
figuration of the settings in the Recording Planner module, it is possible to open the window to
add additional data for a certain period of time even after the call is over. Additionally, you can
enter a comment for the call.
Which additional data can be selected depends on the additional data that has been made
available to users by the system administrator or by the administrator of the tenant in the config-
uration of the application CLIENTcommand.
If configured accordingly in the CLIENTcommand settings and in the chapter "General options",
p. 12, a window to enter additional data opens automatically when a call starts. Otherwise, you
can open the window to add additional data by means of the context menu.

Fig. 12: Add additional data

1. To add additional data to a call, open the context menu by right-clicking on the program
icon CLIENTcommand in the system tray.
2. Select the menu item Add Additional Data.
3. Enter your information into the entry field of the respective additional date.

Fig. 13: Add additional data

4. To save the entries, click on the button OK.

To discard the entries and cancel the process, click on the button Cancel.

You can add several additional data to a call.

Already existing additional data can be changed here. The former value will be overwritten and
replaced with the new value which is then saved.

In the entry field Comment, you can enter a comment for the call.

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6 Usage

During the configuration of the application CLIENTcommand, the system administrator decides
which additional data is supposed to be available to users of CLIENTcommand later on. De-
pending on the settings in the additional data configuration for the application CLIENTcom-
mand, different graphic elements such as text input fields, check boxes, selection boxes or cat-
egories to structure the additional data will be available. For more information about the config-
uration of the additional data refer to the administration manual for tenants System Configura-
tion - Configuration CLIENTcommand.

See also
2 General options [} 12]

6.6 Create coaching advisor session

This function is only available for users who have the function right Coaching Advisor.
The following steps have to be implemented by a coaching advisor.

Coaching advisor sessions allow simulating call scenarios between 2 participants and recording
them as exemplary sessions. These sessions are subsequently made available in the Coaching
Advisor module of the application INSPIRATIONneo.

For information about the Coaching Advisor module refer to the user manual INSPIRATIONneo
E-learning module.

ü One of the call participants is an agent and has the function right Coaching Advisor.
ü The second call participant is neither agent nor coaching advisor.
ü The phone connection between the call participants has already been established.
1. Open the context menu by right-clicking on the program icon CLIENTcommand in the sys-
tem tray.
2. Select the menu item Start Coaching Advisor Session.

Fig. 14: Start Coaching Advisor Session

3. Make the call which is supposed to be recorded as coaching advisor session.

4. Open the context menu again at the end of the call.
5. Select the menu item Stop Coaching Advisor Session.
ð The recorded call is saved as coaching advisor session and can be made available as a
coaching advisor session in INSPIRATIONneo.

6.7 Show conversation details

During a conversation you have the possibility to show details of the conversation in a separate
window.
1. Open the context menu by right-clicking on the program icon CLIENTcommand in the sys-
tem tray.

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6 Usage

2. Select the menu item Show Conversation Details.

Fig. 15: Show conversation details

ð The window containing the conversation details appears.

Fig. 16: Conversation Details

3. Click on the button OK to close the window.

The menu item Show Conversation Details is only displayed if it has been activated in the op-
tions, see chapter "General options", p. 12.

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 List of figures

List of figures

Fig. 1 Program icon ........................................................................................................... 8

Fig. 2 Login window ........................................................................................................... 8
Fig. 3 Message Connection error ...................................................................................... 9
Fig. 4 Context menu in case of a connection error ............................................................ 9
Fig. 5 Context menu in case of failed login........................................................................ 9
Fig. 6 Context menu (example) ......................................................................................... 10
Fig. 7 Options dialog (example)......................................................................................... 11
Fig. 8 Connection options .................................................................................................. 12
Fig. 9 General options ....................................................................................................... 13
Fig. 10 Hotkey options ......................................................................................................... 15
Fig. 11 Notification (example) .............................................................................................. 15
Fig. 12 Add additional data .................................................................................................. 16
Fig. 13 Add additional data .................................................................................................. 16
Fig. 14 Start Coaching Advisor Session .............................................................................. 17
Fig. 15 Show conversation details ....................................................................................... 18
Fig. 16 Conversation Details................................................................................................ 18

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 List of tables

List of tables

Tab. 1 Licenses................................................................................................................... 7

CLIENTcommand - Neo 7.x Rev. 12 20 / 21

 Glossary

Glossary

App server
Application server or web server. In the system architectures: the server on which the Enter-
prise Core and the Payara software have been installed.

SSO
Single Sign On; Simplified login mode. After a one-off authentication at one workplace users
will be able to use all services and applications that they have been authorized for from this
workplace. They do not have to authenticate for the individual applications again.

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