TPP Date: March 2010 Product: ShoreTel NICE System version: ShoreTel 9.2

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1 T P P A P P N O T E TPP Date: March 2010 Product: ShoreTel NICE System version: ShoreTel 9.2 Abstract The NICE recording suite is a comprehensive solution that enables ShoreTel customers to perform compliance recording and quality management with a single powerful system, increasing productivity with recordings that are easily retrieved and instantly replayed by anyone who needs them any time and anywhere. Table of Contents Overview... 2 Recording for Any Need... 2 Sophisticated Recording & Storage... 2 Features and Benefits... 3 Features and Functions Not Currently Supported... 3 NICE Overview and Contact... 3 NICE Product Information... 4 NICE Architecture Overview... 4 Note: CTI not available at this time Requirements, Certification and Limitations... 4 Version Support... 5 NICE VoIP Summary Test Results... 5 Configuration Overview... 5 ShoreTel Configuration... 5 NICE Configuration... 6 NICE Troubleshooting... 6 VoIP Logger connections:... 6 Speed synchronization:... 7 Verifying the TCP/IP Configuration... 7 NICE Technical Support... 7 Document and Software Copyrights... 8 Trademarks... 8 Disclaimer... 8 Company Information... 8

2 Overview NICE is the acknowledged leader in providing IP-based solutions for contact centers, trading floors and banking environments. Its advanced VoIP recording technology is supported by the company s global presence, unmatched support capabilities, market-leading expertise in implementing mission critical solutions, and a proven ability to provide advanced value-added applications. The NICE VoIP recording solution enables customers to effectively capture, evaluate, analyze and improve multimedia interactions taking place on an IP network. It provides VoIP recording solutions to customers who are deploying IP telephony networks, enabling them to enhance customer experience management over converging networks. The NICE VoIP recording solution provides intelligent recording of VoIP interactions for Total Recording, Selective Recording, Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be saved, archived, queried and played back as easily as analog or digital recorded audio. Here are some important reasons to consider in partnering with NICE Systems to deliver solutions for your ShoreTel contact center deployments: Our business partners are a key part of our growth strategy. o Our reseller program addresses channel conflict with our direct sales force NICE s direct sales team cannot sell into SMB market. ShoreTel SMB opportunities are delivered by our ShoreTel partners. o ShoreTel reseller makes sales driving additional revenue with significant profit margin on NICE solutions. o Finder fees are also available for those ShoreTel resellers without a signed NICE reseller agreement. We encourage our partners to provide professional services, training and maintenance o NICE will provide all professional services to reseller until reseller is fully trained. We provide full sales and technical support. Recording for Any Need NICE provides recording for any environment, meeting both compliance and quality requirements on our awardwinning recording platform: Total, selective, recording-on-demand and quality recording solutions Software-only VoIP recording solution for ShoreTel customers Sophisticated Recording & Storage NICE offers a sophisticated yet cost-effective solution for recording all or selected interactions, and storing chosen interactions for relevant time periods: High-capacity voice and screen capturing of up to 100% of customer interactions for risk or quality management Rule-based archiving to various media types including external storage devices Sophisticated retention and management of archived data

3 Features and Benefits A unified architecture for all analog, time-division multiplexing (TDM) and VoIP environments. Support for hybrid VoIP and traditional telephony environments in one system, allowing gradual migration to ShoreTel VoIP. A unified user interface, making the switch to VoIP totally transparent to the user. Pure software-only system installed on commercial-off-the-shelf servers. Optional high-end redundancy providing increased system survivability and the elimination of single points of failure. Best performance in terms of recording channels per server, reducing the number of hardware components and increasing reliability. Proven scalability to thousands of recorded IP ports per site. NICE has the industry s largest service organization with partners and distributors in more than 100 countries serving over 23,000 customers. Features and Functions Not Currently Supported NICE is in the process of developing a computer telephony integration (CTI) driver for ShoreTel. o Presently, recording search capability is time, date and channel. NICE network logon application is available to provide Agent ID information. o While a caller is placed on hold, no recording will occur. Once caller is taken off of hold, recording will start. NICE Overview and Contact NICE invented, pioneered and patented VoIP recording, and has the most extensive IP portfolio in the industry. NICE s offerings dovetail with those of leading IP telephony vendors to cover multi-site environments with advanced connectivity and agent mobility. NICE is the acknowledged leader in providing IP-based solutions for contact centers, trading floors and banking environments. Its advanced VoIP recording technology is supported by the company s global presence, unmatched support capabilities, market-leading expertise in implementing mission critical solutions, and proven ability to provide advanced value-added applications. For general sales questions, please contact your reseller or contact NICE Systems directly at: Richard Accordino Resellers who want to start selling this solution should contact: Richard Accordino

4 NICE Product Information Refer to NICE product brochures. NICE Architecture Overview Note: CTI not available at this time. Figure 1: NICE VoIP Logger Network Configuration Requirements, Certification and Limitations Server requirements are determined by the standard and optional features purchased. NICE requires dedicated servers for the following applications for version 8.9: VoIP Logger NICE CLS CTI (not available at this time) Screen Sense (optional) Storage Center (optional)

5 Version Support Product Name VoIP Logger version 8.9 with NICE Universe 8.9 ShoreTel 6.1 ShoreTel 7.0 ShoreTel 8.1 ShoreTel 9.2 NICE VoIP Summary Test Results ID Name Description Results 1.1 Verify Recording Features Create calls on one or two channels per trunk. Write down the times and parameters of each recording. Then, run a query via NICE Query and check that these recordings exist. Finally, play the recordings and verify that the recording matches the original audio. 5.1 Simultaneous Call Recording Test the application s ability to record multiple calls at the same time. Configuration Overview Successfully passed compliance testing. Successfully passed compliance testing. The NICE VoIP recording technology is fully integrated within NICE s current product line, providing intelligent recording of VoIP interactions for Total Recording, Selective Recording, Recording on Demand and Quality Management. Once the VoIP audio is recorded, it can be saved, archived, queried and played back as easily as analog or digital recorded audio. NICE VoIP recording system enables the recording of IP phones with static or dynamic IP addresses. In addition, NICE VoIP recording system supports the blended environment. This means that at one site, alongside passive VoIP Loggers recording VoIP audio, you can also have non-voip Loggers installed for recording traditional telephony or VoIP Loggers configured for active recording. ShoreTel Configuration No ShoreTel configuration changes were required for NICE digital recording integration.

6 NICE Configuration Refer to NICE installation guide. The following VoIP recording implementations are supported: Real-time Transport Protocol (RTP) Sniffing for total and non-total recording in the static IP address environment. RTP Sniffing for total and non-total recording of Dynamic IP address environment The NICE VoIP Logger requires multiple network interface cards for all recording configurations. One is used as the Logger s TCP/IP network connection for control and playback purposes. Additional network interface cards are required for sniffing audio. Although the network control connection and the additional sniffing network connections do not have to be on the same switch, the sniffing network cards must be connected to a network switch with mirroring capabilities. The NICE VoIP Logger can mirror and record audio from physical ports, audio associated with a defined virtual LAN (VLAN), and audio associated with a VLAN on a remote switch. When mirroring physical ports, the Logger can sniff and record audio from any other port on the same switch to which one of the Logger s sniffing NICs is connected. When sniffing audio from the ports of specific telephone devices, internal and external calls to and from these devices are recorded. When sniffing audio from the gateway s port, external calls only are recorded. Using the switch s VLAN capabilities, the Logger can sniff and record the audio from any VLAN to which the Logger s sniffing network interface cards (NICs) are connected. Finally, using the switch s remote mirroring capabilities, the Logger can sniff and record audio from ports and VLANs on remote switches. NOTE: Remote mirroring causes additional traffic on the network. NOTE: Not all switch models support port mirroring, VLAN mirroring or remote mirroring. NICE Troubleshooting Troubleshooting VoIP Logger Connections Troubleshooting Speed Synchronization Failure Verifying the TCP/IP Configuration VoIP Logger connections: If you see that the physical connection between the Logger and the LAN is down (the LED on the NIC is off), you must check the hardware at the site. NOTE: Since the network software is running on the Logger, the Link LED on the switch or hub should now light up. Check the physical connection between the Logger or NiceCLS and the switch or hub by checking the following hardware along the path: Network adapter Cable Switch/hub LAN outlet (if one exists)

7 Troubleshooting Speed Synchronization Failure This procedure enables you to check and configure your speed synchronization. Optimally, the Logger s speed and duplex should be configured to 100 Full Duplex. Speed synchronization: 1. On the desktop, right click My Network Places. From the drop-down menu, choose Properties. 2. Right-click Local Area Connection and choose Properties. 3. Click Configure. 4. Click the Advanced tab. 5. Select the Property called Link Speed & Duplex or Connection Type or Media Type. 6. Change the value as follows: If your site is using a hub, set the Duplex Mode to 100 Half Duplex or 10 Half Duplex (depending on the hub at the site). If your site is using a network switch, set the Duplex Mode to 100 Full Duplex. 7. Verify the connection speed by checking the speed on the switch/hub or on the Network Adapter LEDs. 8. If connectivity still fails: a. Reset the switch/hub port. b. Check that the switch/hub configuration (speed and Duplex) matches the Network Interface Card configuration. If you still have a problem, contact NICE Customer Service for further assistance. Verifying the TCP/IP Configuration To verify the TCP/IP configuration, check that the following TCP/IP properties correspond with your system administrator s site definitions: IP address Subnet mask Default gateway DNS server address WINS server address NICE Technical Support NICE technical support is available 24 hours per day, seven days per week. The technical support number is NICE-611.

8 Document and Software Copyrights Copyright 2010 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel Communications, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors. Trademarks The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone is a trademark of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Disclaimer To be ShoreTel Certified means that Technology Partner's product will interoperate with the ShoreTel system, but ShoreTel does not certify that the features or functionality of Technology Partner's product will perform as specified by Technology Partner nor that Technology Partner's product will meet your specific application needs or requirements. To inter-operate means that Technology Partner's product is able to exchange, use and share information with the ShoreTel system. Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA fax

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