**EE KB - Reviewing Calls Using InContact

In order to gather additional information while reviewing a case, there are times listening to a Support call is beneficial to your investigation InContact allows you to download the call in order to listen. Updates to login details for InContact can be found via the email thread: “ {Updated Thread} InContact supervisor password”. Within this email, locate the most recent update for Username and Password. To ensure easy access to this thread, Star the email.

Below are the steps for listening to a call via InContact:

1. Enter the User Name located in the email thread: 

2. Enter the Password located in the email thread 

You will be directed to this page: 

Use this link instead as it will bring you to the correct page: https://home-c15.incontact.com/inContact/Manage/Reports/ContactHistory.aspx 

3. Within the ticket you are reviewing, locate the Contact ID:

(Or you can use the user phone number to locate the call) 

a. If you are using the Contact ID #, add it here and then “Apply Options”: 

b. If you are using the phone number add it here and apply options: 

4. Click on the “Contact ID”: 

5. Click on “ACD Recording”: 

6. Click on “Download File”: 

7. Open File to listen to the call