Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide

Transcription

1 Avaya Quality Monitoring Release 11.0 Server Infrastructure Guide March 2012

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Patents: The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718; USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN 7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN 7,848,524; USPN 7,853,006; USPN 7,852,994; USPN 7,853,800; USPN 7,853,753; USPN 7,864,946; USPN 7,873,156; USPN 7,881,216; USPN 7,881,471; USPN 7,882,212; USPN 7,882,217; USPN 7,885,813; USPN 7,899,178; USPN 7,899,180; USPN 7,899,176; USPN 7,904,481; USPN 7,903,568; USPN 7,904,325; USPN 7,907,142; USPN 7,913,063; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN RE41,608; AU ; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP ; EP ; EP ; DE ; FR ; DE ; FR ; GB 833,489; GB ; IE 84821; IE 85519; IL ; NZ ; ZL ; ZL ; ZL ; and other provisional rights from one or more of the following Published U.S. Patent Applications: US 10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US 11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US 11/361,208; US 11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,239; US 11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US 11/479,899; US 11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US 11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US 11/540,320; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US 11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US 11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US 11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US 11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US 11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US 11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US 11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US 12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US 12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US 12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US 12/504,492; US 12/539,640; US 12/608,474; US 12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US 12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US 12/840,227; US 12/840,233; US 12/852,144; US 12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; US 12/915,868; US 12/915,941; US 12/916,006; US 12/940,508; US 12/942,111; US 12/964,891; US 13/005,996; US 13/008,283; US 13/011,870; US 13/011,871; US 13/016,998; and other U.S. and International Patents and Patents Pending.

3 Contents 1 Architecture Quality Monitoring System Components Logical Servers and Components BDR Server CTI Adapter erecorder Server Client Command Server Search Server CTI Link Database Screen Capture Module Web Server Supervisor s Workspace Recording and Playback Recording Contacts and Content Processing Events and Recording Contacts Call Manager Processing Follow-the-Call (FTC) Tracking Contact Manager Processing Business Rule Engine Processing Multiple Business Conditions Trigger the Same Contact Recording Content Media Channel - Load Balancing Customer ABC Example Media Channel Options - Start of Call versus Business Rule Trigger Media Channel Options - Device Specific Media (Full-time Recording) Media Channel Search and Allocation Start/Stop Recording of a Media Channel Recording of After Call Work Events Recording Live Monitoring Scheduled Recording Managing Content on the erecorder Recording Voice Data Service Observe Recording Span Pair

4 Contents Supported Voice Boards Passive Tap Station-side Recording Music Telecom DAC Board Dialogic 160 HiZ Passive Tap Trunk-side Recording Span Pair Setting Up Passive Trunk-Side Recording Aspect Trunk Naming Avaya Definity G3/S8300/S8700 Trunk Naming Nortel Meridian1 / Succession Trunk Naming High-Volume Storage Purge, Archive and Restore Processing Purge Archive Restore The Unassigned Contact Folder Playback Export Processing Playback from Within Workforce Management elearning Solution Security Playback and Live Monitor Support Overview Stand Alone Quality Monitoring Quality Monitoring with Full-time Recording (IP or TDM) Quality Monitoring with ACR Selective Recording Quality Monitoring with ACR Selective Recording - CS1000 Switches Integration With Add-On Features Quality Monitoring Server Infrastructure Guide 4

5 Chapter 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: Quality Monitoring System Components Logical Servers and Components

6 Chapter 1 - Architecture Quality Monitoring System Components Quality Monitoring System Components The Quality Monitoring system is comprised of multiple, logical server components: Business Driven Recording (BDR) Server erecorder Web Server Database Server Enterprise Reporting Server System Administration 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. Quality Monitoring Server Infrastructure Guide 6

7 Chapter 1 - Architecture Quality Monitoring System Components The following figure depicts the Quality Monitoring system in a terminal services environments: Quality Monitoring Server Infrastructure Guide 7

8 Chapter 1 - Architecture Quality Monitoring System Components 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 Monitoring with Full-Time Recording documentation. Quality Monitoring Server Infrastructure Guide 8

9 Chapter 1 - Architecture Logical Servers and Components Logical Servers and Components BDR Server CTI Adapter The Business Driven Recording (BDR) server is the central component that decides to records contacts based on business rules evaluations. The BDR server Monitors and tracks contact center activity. 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. Stores information related to each contact in the database. Supports playback functionality, where a client can initiate the playback of a contact. Supports live monitor functionality, where a client can initiate the real-time monitoring of an agent and save the live monitor for future playback. Uses the erecorder to record agent voice or screen data relating to a contact. 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: Features a scalable architecture that provides high-volume recording and storage. Allows additional storage expansion using storage technologies, such as Storage Area Networks (SANs) and Network Attached Storage (NAS). Provides additional near-line storage options, such as high-volume tape archives, disk storage, and others. Stores both screen and voice activity for call-based contacts and during live monitoring of contacts. In Quality Monitoring with Full-time Recording environment, stores screen activity for call-based contacts Quality Monitoring Server Infrastructure Guide 9

10 Chapter 1 - Architecture Logical Servers and Components 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. Quality Monitoring Server Infrastructure Guide 10

11 Chapter 1 - Architecture Logical Servers and Components Web Server The Web server hosts the following browser-based client applications: Search and Replay: Provides a solution for capturing and monitoring contacts. Evaluations: Enables the creation of forms and evaluations used to evaluate customer interactions. 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: Search and Replay: Enables monitoring and multimedia recording of contacts. Evaluations: Enables measuring of agent performance. Enterprise Reporting: Enables report generation. Quality Monitoring Server Infrastructure Guide 11

12 Chapter 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: Recording Contacts and Content on page 13 Processing Events and Recording Contacts on page 14 Recording Content on page 16 Managing Content on the erecorder on page 21 Recording Voice Data on page 21 High-Volume Storage on page 36 Purge, Archive and Restore Processing on page 39 Playback on page 43 Security on page 45

13 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: Start and stop times of the customer interaction Related call events and their attributes Agents involved in the interaction 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. Quality Monitoring Server Infrastructure Guide 13

14 Processing Events and Recording Contacts 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: Agent logs on to the phone Agent makes a call Agent processes a sale within a Customer Relationship Management (CRM) application 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: Tracking calls and supplementary information provided by CRM integrations when they occur in the Call Center Evaluating business rules based on these events 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, 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). Quality Monitoring Server Infrastructure Guide 14

15 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 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 conditions. This is done by selecting the "Do not store Content" option in the Business Quality Monitoring Server Infrastructure Guide 15

16 Recording Content 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 throughput. Quality Monitoring Server Infrastructure Guide 16

17 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: 300 workstations in Atlanta 200 workstations in Boston Customer ABC also has the following erecorder servers: Old-1 New-2 New-3 Each new server is twice as powerful as the old one. Quality Monitoring Server Infrastructure Guide 17

18 Recording Content To reflect the infrastructure, Customer ABC should configure: 2 Data Connections: Atlanta DC Boston DC 3 erecorders: erec1 erec2 erec3 3 LAN Data Adapters: erecad1 erecad2 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: Atlanta: erec1 (old) - erecad1-100 channels - Atlanta DC erec2 (new) - erecad2-200 channels - Atlanta DC Boston: 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. Quality Monitoring Server Infrastructure Guide 18

19 Recording Content 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. Guarantee is not based on an agent logged into a device. Media channels record devices, such as telephones and desktop workstations. They do not Note: 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. Quality Monitoring Server Infrastructure Guide 19

20 Recording Content Whenever a device joins a contact, the Contact Manager searches the media channel pool as described above and creates content as appropriate. Note: 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. It is recommended that you set up ACW in the Quality Monitoring system. Do not set up both systems to record ACW. Note: 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: 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. An agent logs off. An agent signals ready to accept another call. Quality Monitoring Server Infrastructure Guide 20

21 Managing Content on the erecorder 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. Note: 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: Service Observe Station-side tap Trunk-side tap Quality Monitoring Server Infrastructure Guide 21

22 Recording Voice Data 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, ), 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 extension. Quality Monitoring Server Infrastructure Guide 22

23 Recording Voice Data Supported Voice Boards Switch Interface Analog Digital, Meridian1 Switch T1/E1 Digital Span Aspect CallCenter Voice Board Dialogic D/ ports Dialogic D/ ports D/82JCT-U - 8 ports. Dialogic D/ ports. T1 only. Dialogic D/ ports. T1 only. Dialogic D/ ports. E1 only. Dialogic D/ ports. E1 only. Dialogic D/960 Dialogic D/1200 Dialogic D/ ports Dialogic D/ 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. 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: Music Telecom DAC ports 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: Dialogic D/ resource ports Quality Monitoring Server Infrastructure Guide 23

24 Recording Voice Data Dialogic D resource ports 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 Note: 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. Quality Monitoring Server Infrastructure Guide 24

25 Recording Voice Data 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. It is a good convention to indicate the span number in the name of the trunk span, but is not required. Note: 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: Span number 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 D-CHANNEL (or whichever channel the Switch Administrator flags as the D-channel). Quality Monitoring Server Infrastructure Guide 25

26 Recording Voice Data 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. Quality Monitoring Server Infrastructure Guide 26

27 Recording Voice Data 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. Quality Monitoring Server Infrastructure Guide 27