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ChannelMapping(NICEPerform)

Firstyoumustlogintothewebapplication.Onceintheapplication,youwillneedtogetintothe SystemAdministratorModule.

InSystemAdministratoryouwillneedtogetintoTechnicianMode.

OnceinTechnicianmodeyouwillneedtomapyourCTI.Intheleftsidenavigation,gotoMasterSite CTIIntegrations CTIInterfaces andselecttheinterfaceyouwillwanttoedit. Inthisinterfacetherearethreetabsatthetop,gototheDevicestabandclickAdd.

Thefollowingpopupwillappear.Entertheextensionyouwouldliketoadd.

ClickSave.

Tosetthedevicetobemonitored,gotoMasterSite CTIIntegrations Drivers selectyourdriver. GototheInterfacestab,selecttheinterfacethatyoumodifiedabove,andclickConfigure.

ClickonMonitorDevices.ChoosetheDevice(s)thatyoudefinedaboveandmoveittotheMonitored Devicesside.

ClickOK.ClickSave.Toapplythesechanges,gotoMasterSite CTIIntegrations,andclickApplyon thetopright.NOTE:Youwillreceivenoconfirmationprompt.

AtthispointyouwillbegintoreceiveCTIdataforthesedevices.Thissimplyallowsyoutoseecall recordsintheBusinessAnalyzer;however,thereisnoaudioassociatedwiththeserecords. Foraudio,thesourcesneedtobemappedintheCLSplugin.GotoMasterSite CLSDefinitions ChannelMapping 2.SourcesDefinition,andclickonthe+toaddsources.

Adropdownwillappearallowingyoutoselectyoursourcetype.

ThetwomostcommonsourcetypesarePassiveVoIPandExtension.PassiveVoIPisforVoIP,and ExtensionisforTDMextensions.TDMExtensionsarewhenyouhavestandard,DigitalorAnalogsets thatarephysicallywiredtoablock. InTDM,youmustselecttheextension(thiswillbethedeviceyoudefinedinCTI)andtheloggeritis physicallyattachedto(nameisoptional). InVoIPyoumustselectONEofthefollowing:IPaddress(onlyapplicableifyouhavestaticIPs),Device Number(thisistheextensiondefinedinCTI)orUniqueDeviceID(thisisthehostnameorSEPaddressin aCiscoEnvironment).

ClickOK,andclickSaveatthetoprighthandcorner. GotoMasterSite CLSDefinitions ChannelMapping 3.StaticMapping.

1. ChoosethePhysicalSwitchID(typically1).

2. SelecttheDevicesyouwouldliketomap(NOTE:youcanchoosemorethan1atatime). 3. ChoosetheLoggerIDthatthesewillbemappedon. 4. ChosetheChannelNumbertheseDeviceswillbemappedto(NOTE:youmustchooseas manychannelsasdevices/sources.Also,inaTDMenvironment,youmustchoosethe physicalorderthesearepunchedontheblock). 5. ClickAttach. 6. ClickSave. 7. ClickApply(youwillbepromptedtohitOK). a. NOTE:InsomeenvironmentsarestartoftheCLSservicewillberequiredinorderto makethesechangedtakeeffect. AtthispointyouwillbegettingcallrecordsfromCTIandthecallaudioassociatedwiththoserecords.In BusinessAnalyzer,therecordswillnothaveanagentassociatedwiththeextensionsunlessyouhaveset themup.PleaseseetheUserAdminGuideformoredetailsonsettingupagents.

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