Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide

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Avaya

Quality Monitoring

Release 11.0

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1 Architecture . . . 5

Quality Monitoring System Components . . . 6

Logical Servers and Components . . . 9

BDR Server . . . 9

CTI Adapter. . . 9

eRecorder Server . . . 9

Client Command Server . . . . 10

Search Server. . . . 10

CTI Link . . . . 10

Database . . . . 10

Screen Capture Module . . . . 10

Web Server . . . . 11

Supervisor’s Workspace . . . . 11

2 Recording and Playback . . . . 12

Recording Contacts and Content . . . . 13

Processing Events and Recording Contacts . . . . 14

Call Manager Processing . . . . 14

Follow-the-Call (FTC) Tracking . . . . 15

Contact Manager Processing . . . . 15

Business Rule Engine Processing . . . . 15

Multiple Business Conditions Trigger the Same Contact. . . . 16

Recording Content . . . . 16

Media Channel - Load Balancing . . . . 17

Customer ABC Example . . . . 17

Media Channel Options - Start of Call versus Business Rule Trigger . . . . 18

Media Channel Options - Device Specific Media (Full-time Recording) . . . . 19

Media Channel Search and Allocation . . . . 19

Start/Stop Recording of a Media Channel . . . . 20

Recording of After Call Work Events . . . . 20

Recording Live Monitoring . . . . 21

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Contents

Quality Monitoring Server Infrastructure Guide 4

© 2002 - 2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

Supported Voice Boards. . . . 23

Passive Tap Station-side Recording . . . .23

Music Telecom DAC Board . . . . 23

Dialogic 160 HiZ . . . . 24

Passive Tap Trunk-side Recording . . . .24

Span Pair . . . . 25

Setting Up Passive Trunk-Side Recording . . . . 25

Aspect Trunk Naming . . . . 25

Avaya Definity G3/S8300/S8700 Trunk Naming . . . . 28

Nortel Meridian1 / Succession Trunk Naming . . . . 34

High-Volume Storage . . . . 36

Purge, Archive and Restore Processing . . . . 39

Purge . . . .39

Archive . . . .41

Restore . . . .43

The “Unassigned” Contact Folder . . . .43

Playback . . . . 43

Export Processing . . . .44

Playback from Within Workforce Management . . . .44

eLearning Solution . . . .44

Security. . . . 45

3 Playback and Live Monitor Support . . . 46

Overview . . . . 47

Stand Alone Quality Monitoring . . . . 48

Quality Monitoring with Full-time Recording (IP or TDM) . . . . 48

Quality Monitoring with ACR Selective Recording . . . . 49

Quality Monitoring with ACR Selective Recording - CS1000 Switches . . . . 50

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C h a p t e r 1

Architecture

Quality Monitoring's server architecture is optimized to be scalable and flexible. The overall infrastructure enables multimedia recording of high volume

data—driven by business rules—over an enterprise network.

This chapter contains the following main sections, providing an overview of the following Quality Monitoring system components:

z Quality Monitoring System Components z Logical Servers and Components

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Chapter 1 - Architecture Quality Monitoring System Components

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© 2002 - 2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

Quality Monitoring System Components

The Quality Monitoring system is comprised of multiple, logical server components:

z Business Driven Recording (BDR) Server z eRecorder

z Web Server z Database Server

z Enterprise Reporting Server z System Administration z Screen Capture Module

As illustrated below, these components work in conjunction to provide continuous communication between the various Quality Monitoring subsystems.

The Quality Monitoring logical servers and components can be distributed across multiple physical servers. See Logical Servers and Components on page 9 for descriptions of the system components.

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Chapter 1 - Architecture Quality Monitoring System Components

The following figure depicts the Quality Monitoring system in a terminal services environments:

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Chapter 1 - Architecture Quality Monitoring System Components

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The following figure depicts the Quality Monitoring system integrated with Full-time Recording

For a detailed description of the Full-time Recording components, refer to the Quality

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Chapter 1 - Architecture Logical Servers and Components

Logical Servers and Components

BDR Server

The Business Driven Recording (BDR) server is the central component that decides to records contacts based on business rules evaluations. The BDR server

z Monitors and tracks contact center activity.

z Contains the Business Rules Engine (BRE) that evaluates business rules against

each contact and determines if the criteria is satisfied before it can record the contact.

z Stores information related to each contact in the database.

z Supports playback functionality, where a client can initiate the playback of a

contact.

z Supports live monitor functionality, where a client can initiate the real-time

monitoring of an agent and save the live monitor for future playback.

z Uses the eRecorder to record agent voice or screen data relating to a contact.

CTI Adapter

The CTI Adapter translates CTI event information from vendor-specific CTI servers and switches, and delivers that event information to the BDR server.

The CTI Adapter is started by the BDR Server at system startup, and should be running whenever the BDR Server is running.

eRecorder Server

The eRecorder server records the voice and screen data of contacts. The data is available for immediate playback or can be archived and retrieved for playback later. The eRecorder server:

z Features a scalable architecture that provides high-volume recording and storage. z Allows additional storage expansion using storage technologies, such as Storage

Area Networks (SANs) and Network Attached Storage (NAS).

z Provides additional near-line storage options, such as high-volume tape archives,

disk storage, and others.

z Stores both screen and voice activity for call-based contacts and during live

monitoring of contacts.

z In Quality Monitoring with Full-time Recording environment, stores screen activity

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Chapter 1 - Architecture Logical Servers and Components

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Client Command Server

The Command server receives commands from the Evaluations client, the Enterprise Reporting client, the Search and Replay client, and the Logon client. It hosts requested server-side processing from these client applications that typically include commands requiring database access. The Command server is always running. This server is also used by the Competency-based Learning system, if your organization has implemented the Competency-based Learning system as part of your enterprise solution.

Search Server

The Search server is used by client applications to perform searches within the database.

CTI Link

CTI Link provides customized integrations with Customer Relationship Management (CRM) applications. With those customized integrations, CTI Link delivers additional contact information to the BDR server for recording and Business Rules Engine evaluation.

Database

The database is a centralized database that stores configuration, contact information, and agent evaluations.

Screen Capture Module

The Screen Capture Module client resides on an agent’s desktop. When requested by the eRecorder, this client captures desktop activity and sends the captured data to the eRecorder for recording. Screen Capture Module can also run in a terminal services environment.

For more information on Citrix and terminal server, see the Quality Monitoring

Configuration Guide.

The Screen Capture Module also has security considerations. For more information on security, see the Quality Monitoring Security Administration Guide.

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Chapter 1 - Architecture Logical Servers and Components

Web Server

The Web server hosts the following browser-based client applications:

z Search and Replay: Provides a solution for capturing and monitoring contacts. z Evaluations: Enables the creation of forms and evaluations used to evaluate

customer interactions.

z Enterprise Reporting: Provides a number of reports with which you can compile

information about agents.

These applications interface with the BDR server, Command server, and Search server to provide complete user functionality.

Supervisor’s Workspace

The supervisor’s workspace allows a supervisor access to the applications, which are hosted by the Web server. The following modules are usually installed:

z Search and Replay: Enables monitoring and multimedia recording of contacts. z Evaluations: Enables measuring of agent performance.

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C h a p t e r 2

Recording and Playback

The Quality Monitoring system is a powerful solution for capturing, monitoring, and playing back contacts: customer-agent or agent-agent interactions. The Quality Monitoring system enables you to capture communications that meet certain criteria or that occur at a given time for a certain interval. You can use the playback feature to review the contacts that you recorded.

This chapter describes the following:

z Recording Contacts and Content on page 13

z Processing Events and Recording Contacts on page 14 z Recording Content on page 16

z Managing Content on the eRecorder on page 21 z Recording Voice Data on page 21

z High-Volume Storage on page 36

z Purge, Archive and Restore Processing on page 39 z Playback on page 43

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Chapter 2 - Recording and Playback Recording Contacts and Content

Recording Contacts and Content

The Quality Monitoring system records content using the eRecorder in data-streams that are made available for later retrieval. Content can consist of partially recorded data; some contacts do not record media, based on the business rule configuration. The content is specifically the voice, screen data, or both, and is captured during an interaction.

Contacts, which include all of the metadata tracked for a Call Center interaction, are stored in the database server. The contacts’ metadata includes:

z Start and stop times of the customer interaction z Related call events and their attributes

z Agents involved in the interaction

z Information about what voice and or screen data was captured during the

interaction.

The environment in which the Quality Monitoring system resides is illustrated in the following figure.

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Chapter 2 - Recording and Playback Processing Events and Recording Contacts

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Processing Events and Recording Contacts

The BDR Server is an event-driven subsystem. It receives information when certain events occur within a call center. Events can include:

z Agent logs on to the phone z Agent makes a call

z Agent processes a sale within a Customer Relationship Management (CRM)

application

z Agent terminates a call

These events are delivered to the BDR server by different event sources, including CTI servers, Dialers, and CRM applications. The BDR server processes events and takes appropriate action including:

z Tracking calls and supplementary information provided by CRM integrations when

they occur in the Call Center

z Evaluating business rules based on these events z Storing this information in the database as contacts.

The events give the BDR server the information it needs to monitor call activity within the call center and make content-recording decisions based on user-defined business rules.

The BDR Server subsystem has three primary components responsible for contact recording functionality: Call Manager, Contact Manager, and Business Rule Engine.

Call Manager Processing

The Call Manager is responsible for monitoring agent activity exclusively based on received external events. Typically, the Call Manager tracks telephony-based calls processed through a switch/ACD. However, other sources that generate customer interactions can also be tracked, including Web chats, e-mail sessions, or CRM desktop applications integrated using CTI Link.

The Call Manager mainly processes Agent Logon/Logoff events to associate/dissociate agents with devices (phones and workstations) and Connection events to link agents and their devices with (or separate from) calls.

The Agent and Connection events enable the server to accurately track the contact over its lifetime. The Call Manager can detect when devices are joined to a call, when the state of devices changes to "on hold," and the way in which devices disconnect from a call, such as call transfers. The Call Manager employs Follow-the-Call contact tracking (please see below) to identify when a contact has to be created or destroyed. Call Manager only tracks calls that are transferred among devices configured within the Quality Monitoring system that also have an agent logged on directly or indirectly (via static workspaces).

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Chapter 2 - Recording and Playback Processing Events and Recording Contacts

Follow-the-Call (FTC) Tracking

FTC tracking goal is to continue to track a contact when more than one call center agent is involved in some aspect of the call, whether it be a conference call, a call transfer, or a consultation between two or more agents. If the contact is to be recorded, Quality Monitoring should record voice and/or video of a primary agent at any given time.

It is important to note that when two or more agents are involved in a contact, screen will only be recorded for one of the agents, the primary agent. During a transfer scenario, the screen will be recorded for the first agent until that agent leaves the call. At that point, the screen will be recorded for the second agent.

The Call Manager implements FTC by identifying CTI events that belong to the same call based on the event's attributes such as switch ID, call ID, connection ID, agent ID, devices, or session ID. Then the Call Manager may add the event's agents to the contact or remove the agent from the contact. Once all of the agents have left the contact, the contact ends.

FTC tracking is on by default. However for integrations using the IFConnector adapter, FTC can be disabled through a setting within Quality Monitoring System Administration.

Contact Manager Processing

The Contact Manager creates contacts to record information about each call received. Recorded information includes the start time, stop time, devices involved in the call, agents involved in the call, and the events themselves. The Contact Manager uses the Business Rule Engine to make decisions about recording voice data, screen data, or both for devices involved in the call relevant to each contact. Contact information is stored in the database independent of Business Rule Engine triggering conditions.

Business Rule Engine Processing

The Business Rule Engine evaluates the contacts against event-based rules and agent randomizer rules. Event-based rules specify the event criteria and qualifying attributes that should trigger the Contact Manager to start recording a contact. Further, if the evaluated business rule is configured with an Event Notification option, a command is sent to the e-mail or pager notification service to notify an end user that the business rule triggered.

Randomizer rules specify call sampling criteria for an individual agent or a group of agents. Each time an agent participates in a call, the Business Rule Engine calculates the recorded calls to agent ratio to ensure that the agent is recorded for a certain number of contacts out of a given number of calls. Since the user can associate several agents to one randomizer rule, the system has fewer business rules to process for each event.

When a business rule triggers, it indicates the type of content to record, such as voice data, agent screen, or both. The business rule also identifies the contact folder(s) where the contact can be accessed at a later time.

Business rules can also be configured to discard contacts that match specific

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Chapter 2 - Recording and Playback Recording Content

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Rule Editor. When a rule "Do no store Content" option is triggered for a contact this contact is discarded. Any content recording in progress is halted, already recorded contents are deleted, and the contact is moved to the Unassigned folder. Call event information is recorded through the end of the call.

Multiple Business Conditions Trigger the Same Contact

Multiple business rules can trigger the same contact. For each business rule, the Contact Manager determines whether the contact is already recording the content type specified by the business rule. If not, the additional content is recorded. For example, one business rule can stipulate that only audio content is to be recorded while another business rule specifies that only video content is to be recorded. If the criteria for both business rules is met, both audio and video content is recorded.

Each contact folder specified in a business rule contains a reference to the contact for later access.

Recording Content

The BDR Server uses the eRecorder to record all content. The eRecorder is a real-time data-stream recording subsystem. The BDR Server directs all recording requests to a configured media channel. The media channel can record or retrieve a single stream of data at any given time. The data can be audio captured during a call or screen images captured from an agent’s workstation.

You can configure a voice media channel for each port on a voice board, both with record and playback capability. The voice board port associated with the media channel must support this capability.

If the eRecorder has network connectivity, you can also configure a screen media channel. Typically, network connectivity is supplied by a Network Interface Card (NIC). While voice boards have a limited number of ports, the NIC does not. However, the number of screen media channels that you can configure for a system can be limited by other system resources. These include the eRecorder’s CPU utilization and disk

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Chapter 2 - Recording and Playback Recording Content

Media Channel - Load Balancing

The Quality Monitoring concept of a Data Connection represents a pool of workstations (and terminals) located together on the same LAN. Each workstation belongs to a certain LAN and its configuration reflects that by assigning the workstation to the proper Data Connection.

The concept of the LAN Data Adapter represents a single eRecorder and the concept of a Session represents a group of channels. Each group of channels (Session) is created on an eRecorder (LAN Data Adapter) and is dedicated to a Data Connection. The Max Connections property of the Session defines the number of channels in the group. To record a workstation, Quality Monitoring monitors the channel dedicated to the Data Connection to which the workstation is assigned. Quality Monitoring balances the recording load equally between all of the recording channels on the same Data

Connection (or the same Switch for audio recording). Quality Monitoring monitors the next available media to record new contacts in media numeration order. Ideally, for a single Data Connection with only video recording channels, the recording order would be:

media #1, media #2, media #3, …, media #MAX, media #1, media #2, …

Quality Monitoring provides the ability to control network traffic and eRecorder load. To minimize WAN traffic, verify that every recording Session is dedicated to the Data Connection where the workstations are on the same LAN as the eRecorder.

To Balance recording load between eRecorders, regulate the number of channels (Max Connections) on recording sessions of the related LAN Data adapters.

Customer ABC Example

Customer ABC has to record the following:

z 300 workstations in Atlanta z 200 workstations in Boston

Customer ABC also has the following eRecorder servers:

z Old-1 z New-2 z New-3

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To reflect the infrastructure, Customer ABC should configure:

z 2 Data Connections: z Atlanta DC z Boston DC z 3 eRecorders: z eRec1 z eRec2 z eRec3

z 3 LAN Data Adapters: z eRecAd1

z eRecAd2 z eRecAd3

To balance the recording load, Customer ABC should put one new server (eRec3) in Boston and configure 200 channels on it (eRecAd3) for video recording on Boston DC. All 200 Boston workstations should be linked to Boston DC. It guarantees that all the recording traffic stays within the borders of the Boston local network.

All Atlanta workstations should be assigned to the Atlanta DC. The customer should configure 100 channels on the old server (eRecAd1) and 200 channels on the new server (eRecAd2) for video recording on Atlanta DC. It guarantees that all Atlanta recording traffic stays within the Atlanta local network and that recording load is balanced between the Atlanta eRecorders according to their productivity.

To summarize:

z Atlanta:

z eRec1 (old) - eRecAd1 - 100 channels - Atlanta DC z eRec2 (new) - eRecAd2 - 200 channels - Atlanta DC z Boston:

z eRec3 (new) - eRecAd3 - 200 channels - Boston DC

Media Channel Options - Start of Call versus Business Rule

Trigger

The BDR Server maintains a list of the media channels available on each configured eRecorder subsystem. Media channels employ a simple usage priority, and can be configured to record content at the start of a call, regardless of whether a business rule triggers for the contact. Media channel settings are configured prior to system startup. Configuring a media channel to record at the start of a call ensures Full-time Recording with minimal recording latency. Alternatively, you can configure media channels to record all calls based on business rules; however, this approach requires that the business rule trigger before recording starts, increasing recording latency.

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Media Channel Options - Device Specific Media (Full-time

Recording)

Another advanced configuration option for media channels is the ability to assign the media channel to record a specific device. While you can configure media channels to record a group of devices (such as telephones on a switch or all agents’ desktops on a defined LAN), assigning a media channel to a specific device provides Full-time

Recording.

Mapping each media channel to a specific device ensures that all contacts involving a particular device are recorded. This eliminates the risk of running out of media channels.

Note:

Guarantee is not based on an agent logged into a device. Media channels record devices, such as telephones and desktop workstations. They do not record agents.

Device-specific media channels are configured, by default, to record contacts from the start of the customer interaction. Thus, a business rule is not invoked, since a

device-specific media channel is uniquely available for only one dedicated device and contacts do not need to contend for its allocation. However, content recorded under this configuration, without the benefit of a business rule, is not available for playback from a contact folder. The recorded content is cached for a short period of time on disk and then purged.

Another use of a device-specific media channel is passive-type voice recording. In passive-type voice recording, voice-type media channels are associated with voice board ports hard wired to a specific trunk or to a specific agent phone. Since the ports are mapped to these devices, the associated media channels must also be assigned appropriately.

Media Channel Search and Allocation

Prior to business rule triggering, the Contact Manager creates the contact and searches the pool of media channels to determine whether any device-specific media channels exist for the devices joined in the contact. If a device-specific media channel is found, content recording begins.

If no device-specific media channels are found, the Contact Manager searches for any media channels that may already be recording one of the devices joined in the contact. The new contact appends to the previously established recording for the device and reference the content.

If there are no device-specific media channels recording content, Contact Manager next searches for a media channel that is configured to record from the start of the Contact (regardless of a business rule triggering for that contact). If a match is found, content recording begins.

Finally, if no media channels match the above search criteria, the contact metadata is stored, but no content is recorded.

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Note:

Whenever a device joins a contact, the Contact Manager searches the media channel pool as described above and creates content as appropriate.

Following a business rule trigger, the search for a media channel begins by following the above-defined algorithm. If the search does not locate an appropriate media channel, the Contact Manager searches the pool of media channels configured to record only when a business rule triggers.

Start/Stop Recording of a Media Channel

Once a media channel for recording content is selected, the BDR Server sends a command to the eRecorder to begin recording the specified device. The device is identified by a specific device name. For example, a telephone is identified by its extension or assigned logon ID; an agent’s workstation is identified by its network hostname.

The eRecorder establishes a connection to the device and begins streaming acquired data to disk. When a device leaves a call that is being recorded, the associated media channel stops recording that device. When the media channel is stopped, the contact stores the content information including the eRecorder node on which the content was recorded, the media channel used, and the start and stop times of the content. This information is later used by the contact to retrieve the content for playback.

Recording of After Call Work Events

After Call Work (ACW) activity recording refers to the Quality Monitoring system's ability to record screen data after a call ends. You can configure ACW in the Unify component of Full-time Recording in an integrated environment, or in the Quality Monitoring system.

Note:

It is recommended that you set up ACW in the Quality Monitoring system. Do not set up both systems to record ACW.

To configure the Quality Monitoring system to record ACW activities, you must set the Call Follow-up Timer on the Switch Properties page to a value greater than 0. If you configure the switch for ACW activities, the system immediately starts recording activity on an agent’s desktop when a recorded call ends. ACW activity recording ends when one of the following situations occurs:

z The value set in the Call Follow-up Timer expires, or when another call is

received or placed at the agent’s workstation, whichever occurs first. For example, if you set the value to 15 seconds in the Call Follow-up Timer on the Switch Properties page, recording stops after 15 seconds, if this activity occurs before the agent places or receives another call.

z An agent logs off.

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Note:

If you do not want to record ACW activities, set the value of the Call Follow-up Timer to 0 on the Switch Properties page.

Recording Live Monitoring

When Live Monitoring is activated, the system automatically begins recording audio and/or video content of the monitored agent's workspace. Recording begins from the moment live monitoring was initiated, not from the start of the call. When Live Monitoring stops, Quality Monitoring prompts you to save the content that has just been monitored.

If your system is integrated with Workforce Management, a supervisor can record a call on demand while live monitoring from the Adherence section of the Tracking module. Refer to the Quality Monitoring Configuration Guide for information on enabling Live Monitoring and integrating with Workforce Management within the Quality Monitoring System Administration application.

Scheduled Recording

The system automatically begins and ends recording of an agent's workspace when it is configured in a schedule-based rule. The recorded contact is saved in folder(s) listed in the rule.

Managing Content on the eRecorder

The eRecorder stores recorded content to disk in a proprietary content database. Later, the BDR Server can playback the content by specifying the media channel used to record the content, as well as the start and stop times of the content recording. In effect, the content data consists of streams of raw voice data, screen data, or both stored in the Windows File System. The eRecorder does not maintain any contact information in content storage. Contact information is handled by the BDR Server and stored by the database.

Recording Voice Data

The Quality Monitoring system supports the following three methods of voice recording:

z Service Observe z Station-side tap z Trunk-side tap

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Station-side recording is agent focused.

Trunk-side recording can be either agent or customer focused, depending upon the registry setting option you select. In an agent-focused environment, the agent who initially receives the call is recorded throughout the duration of the contact. In a customer-focused environment, the customer is recorded throughout the duration of the contact, even if the customer is placed on hold while the call center agent consults with another agent.

Service Observe Recording

The service observe recording method, also known as extension-based recording, integrates with the switch/ACD to randomly monitor interactions. This approach enables you to set business rules for selective call recording, and takes into account the fact you might not want to record all of the agents all of the time.

Service observe is the traditional method of recording calls in many organizations. Supervisors often use this method when live monitoring agents with a handset. The Quality Monitoring system simulates a supervisor service observe event with an access code and an extension (for example, 119 1234), which enables the Quality Monitoring system to listen using the switch/ACD while the call takes place.

Span Pair

A span is a term that refers to the wiring from the voice card on the eRecorder Server that taps into the telephone system. A span can be extensions connected to the Switch or a T-1 connected to the public T-carrier. For example, the Dialogic DM/V960 4T1 voice card is connected to the telephone system by two span pairs, i.e, four spans. One span pair must be configured as an Extension (Service Observe) tap and the other as a Passive Tap connection. The Dialogic DM/V480-2T1-PCI-HiZ voice card is connected by one span pair.

With Extension (Service Observe) recording, each span connects the voice card and a switch. Each span in the pair can be wired to one switch, or each span can be wired to different switches. Regardless of the number of switches, each span is connected to its related switch in a manner similar to telephone extensions, hence the term

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Supported Voice Boards

Passive Tap Station-side Recording

Passive tap station-side recording initiates recordings between the switch/ACD and a phone by tapping into the line that connects the switch to the telephone punch-down block. A cable is installed so that each extension connects directly to a port on the voice card.

Station-side recording supports the following voice boards:

z Music Telecom DAC 16 - 16 ports z Dialogic 160 HiZ - 16 ports

Music Telecom DAC Board

The Music Telecom DAC Board does not provide the ability to store or move audio data to the local host without being accompanied by one of the following resource voice boards:

z Dialogic D/320 - 32 resource ports

Switch

Interface

Voice Board

Analog Dialogic D/160 - 16 ports Dialogic D/120 - 12 ports Digital, Meridian1 Switch D/82JCT-U - 8 ports. T1/E1 Digital

Span Dialogic D/240 - 24 ports. T1 only.Dialogic D/480 - 48 ports. T1 only. Dialogic D/300 - 30 ports. E1 only. Dialogic D/600 - 60 ports. E1 only. Dialogic D/960

Dialogic D/1200 Aspect

CallCenter Dialogic D/240 - 24 portsDialogic D/480 - 48 ports

When integrating with the Aspect CallCenter switch, an RS-232 serial connection is used to establish a service observe connection, using the hosts COM port connection. A T1 digital span interface captures TDM voice data streams. Each T1, controlled by a single COM port, can only support 16 voice channels. You must disable any unused channels in System Administration.

ACR VR 1000

The Avaya Contact Recorder (ACR) is a Linux based voice recorder that records audio from the Avaya Communication Manager Switch in IP phone environments.

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z Dialogic D640 - 64 resource ports

Note:

For each MT DAC 16 port voice board, there must be an associated number of resource board ports mapped appropriately. It is acceptable to have unused resource board ports installed on the system.

Dialogic 160 HiZ

The Dialogic 160 HiZ voice board is capable of passively obtaining voice data between the switch and an analog extension at the punch-down block, or, between the agent’s telephone base and the analog handset.

Passive Tap Trunk-side Recording

This method taps directly into a T1 or E1 line to record all incoming calls at the

demarcation point before going to a switch. In general, passive tap recording caches a recording of the entire contact on the recording system. If an event does not trigger storage of the recording within a specified period of time, the cached recording is deleted from the system.

You can use this method for business rules and randomizer recording. However, service observe type media are required for business rules and randomizer recording.

Appropriate playback media must be present for playback of recordings.

Passive tap trunk-side recording requires a physical connection directly between the demarcation point and the switch system. The physical connection is implemented by placing a junction box on the inbound T1 or E1 line. One junction box is required per each trunk to be monitored. Further, two T1 or E1 voice board spans are required per junction box to capture voice data from both the customer voice channel and the agent voice channel. For example, to tap 24 channels on a T1, a single Dialogic

DM/V480-2T1-PCI-HiZ card is required.

Trunk-side recording requires two spans for every one span being tapped. The first span is for recording the agent (transmitter); the second is for the customer (receiver) side.

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Span Pair

A span is a term that refers to the wiring from the voice card on the eRecorder Server that taps into the telephone system. A span can be extensions connected to the Switch or a T-1 connected to the public T-carrier. For example, the Dialogic DM/V960 4T1 voice card is connected to the telephone system by two span pairs, i.e, four spans. One span pair must be configured as an Extension (Service Observe) tap and the other as a Passive Tap connection. The Dialogic DM/V480-2T1-PCI-HiZ voice card is connected by one span pair.

For Passive Tap recording, each span connects the voice card to the phone system's T-1. Both spans can be associated with the same related switch, or each span can be associated with different related switches. The span pair is used for recording inbound calls only; outbound calls are ignored, hence the term “passive.”

Setting Up Passive Trunk-Side Recording

You need to ensure that the names you give to trunk channels in the System Administration application match the names that come from the CTI Adapters for trunk-side passive tapping to work correctly. There are several different naming schemes for trunk channels. The following sections describe the three different naming strategies for Aspect, Avaya Definity G3/S8300/S8700, and Nortel Meridian1 /

Succession, and provide examples to make your implementation easier.

Note:

It is a good convention to indicate the span number in the name of the trunk span, but is not required.

Aspect Trunk Naming

The Switch Administrator assigns a number to each trunk. Ensure that the channel name in System Administration matches the switch number the Switch Administrator has assigned to the trunk.

1 Obtain the following information from the Aspect Hardware Administrator:

z Span number

z Device number for each channel on the span

Now you can type this information in System Administration when you create the trunk span.

2 Create a trunk span with the suggested naming convention that includes the Aspect span number obtained from the Aspect Hardware Administrator. When you create this new trunk span, select the Aspect switch from the drop-down list, which is already configured for your system.

3 Finally, set the names of the ports to the device numbers for each channel on the span.

If you are using ISDN, type the name for the 24th channel as something like

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Flagging the 24th channel this way helps to prevent the data channel from being recorded, and helps signal the location of the D-Channel for support personnel. You also need to disable the corresponding channels on the voice cards so that the D-Channel is not initialized as a recording channel. Initializing the D-channel as a recording channel can cause error messages to appear in the eRecorder logs.

Aspect Trunk Naming Example

This section illustrates an example of setting up Aspect trunk naming.

1 The Switch Administrator obtains the trunk span number, as shown in the following figure.

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2 Before you set up the Aspect trunk span, obtain the device number. The following figure illustrates where the Aspect Hardware Administrator would obtain this information from your system.

3 Include the Aspect span number in the name of the Aspect Trunk Span you create in System Administration, as illustrated in the following figure.

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4 Set the names of the ports to match the device numbers obtained from the Aspect Hardware Administrator, as illustrated in the following figure. Type the appropriate information in the Assign Port Names fields, and then click Assign. The port numbers are automatically calculated for you.

For additional information on the fields of the Trunk Span Properties page, refer to the System Administration online help.

Avaya Definity G3/S8300/S8700 Trunk Naming

Avaya Definity G3/S8300/S8700 trunk naming is done in terms of groups and members. Several trunks are grouped together logically and the group is assigned a number. In each group, individual channels are assigned a number unique within its respective group. The Switch Administrator has access to the group and member numbers.

The trunk name format in System Administration is TGxTy, where x is the number of the trunk group and y is the number of channel member. In cases where the Avaya Definity G3/S8300/S8700 trunk configuration does not use group numbers, the format is TGTy where y is the number of the trunk channel.

If you are using ISDN, type the name for the 24th channel as something like

D-CHANNEL (or whichever channel the Switch Administrator flags as the D-channel).

Flagging the 24th channel this way helps to prevent the data channel from being recorded, and helps signal the location of the D-Channel for support personnel. You also need to disable the corresponding channels on the voice cards so that the D-Channel is not initialized as a recording channel. Initializing the D-channel as a recording channel can cause error messages to appear in the eRecorder logs.

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Avaya Definity G3/S8300/S8700 Trunk Naming Example

The Switch Administrator can obtain a list of trunk groups on the switch using the list trunk-group command from the Avaya Definity G3/S8300/S8700 console. In the following figure, the switch has 15 trunk groups numbered one through to 15.

For this example, trunk 2 of type ISDN is then be configured in System Administration. For each of the trunk groups that is tapped by the Quality Monitoring system, the Switch Administrator can list the trunk members using the command list members trunk-group <X>, where< X> is the trunk group number.

list trunk-group

Switch name: TERM Direct Connect - TRUNK GROUPS Grp No. Out Que No. TAC Group Type Group Name Mem TN COR CDR Meas Dsp Len 1 801 isdn ds1 01b05-7 70 1 1 y none n 0 2 802 isdn lucent v8 tie 23 1 1 y none n 0 3 803 tie ds1 01b08 24 1 1 y none n 0 4 804 tie ds1 01b09 24 1 1 y none n 0 5 805 tie ds1 01b10 24 1 1 y none n 0 6 806 isdn ds1 01b02 23 1 1 y none n 0 7 807 tie ds1 01b11 0 1 1 y none n 0 8 808 isdn DS1 01A13 BellSouth DID 4 1 1 y none n 0 9 809 isdn alcatel tie 5 1 1 y none n 0 10 810 tie ds1 01b13 24 1 1 y none n 0 11 811 tie ds1 01b14 24 1 1 y none n 0 12 812 tie ds1 01b15 24 1 1 y none n 0 13 813 tie ds1 01B16 24 1 1 y none n 0 14 814 isdn ds1 01b17 23 1 1 y none n 0 15 815 tie ds1 01b18 24 1 1 y none n 0

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This command is shown in the following figure, and you also notice that there is no 24th channel in the trunk group since the trunk is ISDN, and therefore the 24th channel is used as the D-Channel.

The Port column in the output of the command identifies the physical card in the switch and channel on the card to which the trunk member is attached. This method of listing the trunks and members only works if the trunk groups are configured as contiguous ranges of ports across whole T-1/E-1 cards to be tapped. If ranges of channels on a card in the switch are members of different trunk groups, or the members are not in the same order as the channels on the card in the switch, then the Switch

Administrator can use an alternate method to list the trunk group and members on a physical card at a time. In the previous example, the command test board 01B04 would list the trunk group and member information as the alternate name for each port on the card. You would need to repeat this command for each card on the switch to be tapped.

list members trunk-group 2

Switch name: TERM Direct Connect - TRUNK GROUP MEMBERS Group Number: 2 Group Name: lucent v8 tie Group Type: isdn TAC: 802 COR: 1 TN: 1 Member Ans Sig No. Port TN Code Sfx Name Night Mode Type Delay Grp Ch 1: 01B0401 TN464 F 2 1 2: 01B0402 TN464 F 2 2 3: 01B0403 TN464 F 2 3 4: 01B0404 TN464 F 2 4 5: 01B0405 TN464 F 2 5 6: 01B0406 TN464 F 2 6 7: 01B0407 TN464 F 2 7 8: 01B0408 TN464 F 2 8 9: 01B0409 TN464 F 2 9 10: 01B0410 TN464 F 2 10 11: 01B0411 TN464 F 2 11 12: 01B0412 TN464 F 2 12 13: 01B0413 TN464 F 2 13 14: 01B0414 TN464 F 2 14 15: 01B0415 TN464 F 2 15 16: 01B0416 TN464 F 2 16 17: 01B0417 TN464 F 2 17 18: 01B0418 TN464 F 2 18 19: 01B0419 TN464 F 2 19 20: 01B0420 TN464 F 2 20 21: 01B0421 TN464 F 2 21 22: 01B0422 TN464 F 2 22 23: 01B0423 TN464 F 2 23

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Steps to follow:

1 Obtain the list of trunk groups and members from the Switch Administrator, you can configure the trunk spans in System Administration. First, create a trunk span with the suggested naming convention that includes the Avaya Definity G3/S8300/S8700 trunk group number, as shown in the following figure:

2 Ensure that you select the Avaya Definity G3/S8300/S8700 switch from the Switch drop-down list, which was previously configured in your system.

3 Set the names of the ports on the span to the Tg<x>T<y> format, where <x> is replaced with the trunk group number, and <y> is replaced with the trunk member number.

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4 Type the appropriate information in the Assign Port Names fields, and then click Assign. The port numbers are automatically calculated for you.

For additional information on the fields of the Trunk Span Properties page, refer to the System Administration online help.

5 Since this trunk is an ISDN trunk, the last port on the span is identified as the D-Channel so it never matches any value in a CTI event, as illustrated in the following figure.

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6 Disable the media channel associated with the D-Channel on the voice card that is tapping this trunk span. First, select the voice card associated with the trunk span. In this example, the Dialogic DM/V480-2T1-PCI-HiZ voice card is the card tapping the trunk span, as illustrated in the following figure.

7 Disable the D-Channel, which is the channel 24. The following figure illustrates that Disabled is selected in the Capability drop-down list for the channel 24.

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Nortel Meridian1 / Succession Trunk Naming

The Nortel Meridian1 / Succession Trunk Naming scheme uses the switch's packed-hex format for identifying the trunk. The Nortel Meridian1 / Succession Switch

Administrator typically refers to the trunks as loops with each given a number such as Loop 10. There is a formula for converting the loop number into the packed-hex format. Once the loop number is converted into packed hex, it is then converted to decimal format and appended to the string literal TGT.

Nortel Meridian1 / Succession Trunk Naming Example

The Switch Administrator can obtain the list of loops on the switch using the LOAD 60 command from the Meridian console. The following figure illustrates a switch with two loops numbered loop 10 through to loop 14.

Note:

The Nortel Meridian1 / Succession Trunk Naming strategy does not work with Nortel Option 11. This strategy works with Nortel Option 51, and should also work on similar models such as Option 81.

DTI000 .stast* . DTI000 .stat

PRI* TRK LOOP 10 - ENBL FFMT/LCMT/YALMT: ESF/B8Z/FDL TRACKING

SERVICE RESTORE: YES YEL ALM PROCESS: YES ALARM STATUS : NO ALARM

CH 01 - IDLE TIE 3VCE * CH 02 - IDLE TIE 3VCE * CH 03 - IDLE TIE 3VCE * CH 04 - IDLE TIE 3VCE * CH 05 - IDLE TIE 3VCE * CH 06 - IDLE TIE 3VCE * CH 07 - IDLE TIE 3VCE * CH 08 - IDLE TIE 3VCE * CH 09 - IDLE TIE 3VCE * CH 10 - IDLE TIE 3VCE * CH 11 - IDLE TIE 3VCE * CH 12 - IDLE TIE 3VCE * CH 13 - IDLE TIE 3VCE * CH 14 - IDLE TIE 3VCE * CH 15 - IDLE TIE 3VCE * CH 16 - IDLE TIE 3VCE * CH 17 - IDLE TIE 3VCE * CH 18 - IDLE TIE 3VCE * CH 19 - IDLE TIE 3VCE * CH 20 - IDLE TIE 3VCE * CH 21 - IDLE TIE 3VCE * CH 22 - IDLE TIE 3VCE * CH 23 - IDLE TIE 3VCE * CH 24 - DCH 3

PRI* TRK LOOP 14 - ENBL FFMT/LCMT/YALMT: ESF/B8Z/FDL SERVICE RESTORE: YES

YEL ALM PROCESS: YES ALARM STATUS : NO ALARM

CH 01 - UNEQ CH 02 - MBSY DID VOD * CH 03 - MBSY DID VOD * CH 04 - MBSY DID VOD * CH 05 - MBSY DID VOD * CH 06 - MBSY DID VOD * CH 07 - MBSY DID VOD * CH 08 - MBSY DID VOD * CH 09 - MBSY DID VOD * CH 10 - MBSY DID VOD * CH 11 - MBSY DID VOD * CH 12 - MBSY DID VOD * CH 13 - MBSY DID VOD * CH 14 - MBSY DID VOD * CH 15 - MBSY DID VOD * CH 16 - MBSY DID VOD * CH 17 - MBSY DID VOD * CH 18 - MBSY DID VOD * CH 19 - MBSY DID VOD * CH 20 - MBSY DID VOD * CH 21 - MBSY DID VOD * CH 22 - MBSY DID VOD * CH 23 - MBSY DID VOD * CH 24 - DCH 1

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Steps to follow:

1 Create the trunk span for the Nortel Meridian1 / Succession switch, as illustrated in the following figure. Be sure to select the Nortel Meridian1 / Succession switch from the Switch drop-down list, which is already configured in System Administration.

2 Type the appropriate information in the Assign Port Names boxes, and then click Assign. The port numbers are automatically calculated for you, as illustrated in the following figure: s

For more detailed information on the fields of the Trunk Span Properties, refer to the System Administration online help.

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High-Volume Storage

The Quality Monitoring system provides a high-volume storage solution for the

near-line storage of application data. This is an optional feature that can be leveraged to extend the total storage available for content maintained by the eRecorder

subsystem. Low-cost media devices, such as tape storage, are typically selected as the extended storage medium. However, disk storage and many other off-the-shelf storage devices are supported. The extended storage devices are presented to the eRecorder subsystem as one virtual storage device, which allows the available storage hardware to grow as the recording needs grow, independent of any eRecorder reconfiguration. Content data is archived by moving it from the online eRecorder disk to extended storage. When a contact is archived, the contact metadata remains in the Quality Monitoring database and can be searched and reported on. Further, the contact metadata is updated with bookkeeping information used by the Quality Monitoring system to recognize the archived state.

The configuration of the Contact folders dictates when the BDR Server archives contacts. The archive settings specify an expiration date for the online contact. The contact remains accessible in the Contact folder prior to the expiration date. After the expiration date, the contact is archived. The archive settings also specify whether audio content, video content, or both are archived to extended storage.

Once archived, you cannot play back a contact unless it is restored. The Search and Replay Client allows you to search for archived contacts and restore them to a selected Contact folder. A visual indicator displays the progress of the restore. Once the

restoration is complete, an e-mail message notifies the requestor that the contact was successfully restored.

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The graphic below illustrates the major Quality Monitoring components that participate in archiving and restoring contacts during high-volume storage.

The Quality Monitoring system provides flexibility in extended storage options, using either Legato® Systems’ DiskXTender software or the File Copy Adapter.

Legato Systems software manages the communication between the eRecorder and the storage devices using the Legato DiskXTender and Media Store software components. DiskXTender is installed on each eRecorder and is accessed directly by the eRecorder through its provided API. DiskXTender can be configured for a central repository or in a distributed environment. The Media Store software is installed on the server hosting the extended storage. The Media Store server can be a separate system or can be installed on an eRecorder server.

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Note:

Media Store supports many hardware devices. For a complete list of storage devices, along with their hardware specifications, contact Adtech Solutions or your appropriate hardware vendor.

If you choose to use the File Copy Adapter utility for high-volume storage, you specify the location of the archive server in the Archive Path Registry Setting for eRecorder. In a distributed environment with multiple eRecorders, you can specify the same or separate paths for extended storage, depending upon your particular configuration. The graphic below shows High Volume Storage architecture (hosted by eRecorder).

Note:

If an eRecorder was selected to host the extended storage, it must provide adequate system resources to account for both the normal recording and playback of Content, as well as the overhead of moving the content to the attached extended storage.

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Purge, Archive and Restore Processing

Using Search and Replay, you can purge, archive, and restore contacts. While these actions are folder-centric, the Quality Monitoring system recognizes whether the contact has multiple references between folders and takes the appropriate action.

Purge

Contacts are purged based on expiration date. If the contact being purged is the only contact associated with a particular contact folder, then both the contact folder and the contact itself are purged.

Contact Folder Management and the relationships between contact folders, contacts, content, and purge settings are illustrated in the following graphic, showing Contact Management configuration without archiving.

In the following illustration:

z Contact 1 is purged from the system after 30 days.

z The reference to Contact 3 in Folder A is removed after 30 days and Contact 3 is

purged from the system after the last reference is removed from Folder B at 365 days.

z Contact 2 and Contact 5 are purged from the system after 365 days.

z Contact 6 is only referenced by the UNASSIGNED folder since a business rule did

not trigger for this contact.

z A business rule triggered for Contact 7 indicating the request to record audio

content. However, subsequent to that event, another business rule trigger for the same contact and indicated “Do Not Store Contact” which ceased the recording of content and stored the Contact in the UNASSIGNED folder.

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Quality Monitoring Server Infrastructure Guide 40

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Chapter 2 - Recording and Playback Purge, Archive and Restore Processing

Archive

The Archive options of the contact folder specify the type of content to archive. Content that is not archived, is deleted.

Note:

Archive options are available when High Volume Storage (HVS) is part of your Quality Monitoring system.

During the archive process, a contact matching the archive date of the contact folder results in the content being copied to High Volume Storage as well as remaining on online storage until the last appearance of that contact is either purged or archived as well. When all appearances of that contact are archived, any unspecified content is purged.

Contact Folder Management and the relationships between contact folders, contacts, content, and purge/archive settings are shown in the graphic below, illustrated Contact Management with archiving.

In this illustration:

z The audio content for Contact 1 is archived after 30 days and the video content is

purged. Both the contact and the content is purged after 180 days.

z The audio content for Contact 3 is copied to High Volume Storage after 30 days

based on the configuration of Folder A. It is not removed from online storage since Folder B maintains an online reference to the contact. After 60 days, the audio content for Contact 3 is removed from online storage and is only available after a

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Quality Monitoring Server Infrastructure Guide 42

© 2002 - 2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

Restore request for that contact. After 180 days, the reference from Contact 3 is removed. After 365 days, Contact 3 is purged from the system.

Figure

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References

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