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NICE Perform

Release 3.2

Channel Monitoring Guide


March 2009

385A0769-02 Rev. A1

Insight from Interactions

TM

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2009 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,396,371 6,115,746 6,330,025 6,785,370 6,959,079 7,203,655 7,436,887 5,185,780 5,446,603 6,122,665 6,542,602 6,856,343 6,965,886 7,240,328 5,216,744 5,457,782 6,192,346 6,564,368 6,865,604 6,970,829 7,305,082 5,274,738 5,819,005 6,246,752 6,694,374 6,870,920 7,010,106 7,333,445 5,289,368 5,911,134 6,249,570 6,728,345 6,871,229 7,010,109 7,346,186 5,325,292 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589 7,383,199 5,339,203 6,044,355 6,252,947 6,785,369 6,937,706 7,085,728 7,386,105

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385A0769-02 Rev. A1

For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:
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NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
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Channel Monitoring

Contents
What is Channel Monitoring? .......................................................................................... 6 Viewing Loggers/Channels in your System.................................................................. 6 Viewing and Monitoring Channels................................................................................ 7 Playing Back a Recording ............................................................................................... 9 Monitoring Channel Activity in Real Time.................................................................... 10 Channel Status Description ........................................................................................... 12

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

What is Channel Monitoring?

What is Channel Monitoring?


The Channel Monitoring application enables administrators and technicians to monitor channels according to each specific logger at a site to make sure they are working properly. They can play back recordings of channel activity that were recorded from each channel, as well as play the channel activity (monitor) in real time.

Viewing Loggers/Channels in your System


For each site, you can view a list of loggers. For each logger you can view the list of channels associated with the logger.
NOTE: Before you use the Channel Monitoring application, make sure the Monitor Service is started! (If it is not started, the list of channels will not appear).

To view a logger/channel: 1. From the Accessories menu, select Channel Monitoring. 2. In the Organization tree, select the site. The left pane displays the sites/loggers in your

organization. The right pane displays the loggers/channels. A list of loggers for the relevant site appears.
Refresh Button

3. Click Refresh

to see an updated list of loggers.

TIP: In a Multi Data Hub environment, you can refresh the list of loggers for all your sites at the same time by selecting Organization and clicking Refresh .

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

What is Channel Monitoring?

4. Select a logger. The right pane is refreshed to display a list of channels for the logger.

Viewing and Monitoring Channels


When viewing a list of channels per logger, the following information is displayed:
Name Channel ID Channel Type Description Displays the channel ID number. Displays an icon according to channel type:


Active

Digital Analog Invalid (unknown channel type)

Displays the icon ( ) when the channel is active. A channel is considered active only when there is voice/sound activity on the channel. Displays the icon ( recorded. ) when the channel is being

Recorded

Monitored

Displays the icon ( ) when a channel is monitored in real time. This only appears when the logged in user is actually monitoring.

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

What is Channel Monitoring?

Name Min. Activity

Description Displays the current % of channel activity in a long term period (as defined in the System Administrator, See Guidelines for Configuring Audio Activity in the System Administrator Guide). For example, 23% in 72 hours. Too small or large a percentage can indicate a problem.

Max. Activity

Displays the current % of channel activity in a short term period (as defined in the System Administrator, See Guidelines for Configuring Audio Activity in the System Administrator Guide). For example, 30% in 1 hour. Too small or large a percentage can indicate a problem.

Channel Status

Displays the channel status: To see a list of possible channel statuses and their description, see Channel Status Description on page 12.

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

Playing Back a Recording

Playing Back a Recording


Play back voice activity that was recorded within the last 24 hours.
To play back recordings: 1. In the Organization tree, select a site and a logger. A list of channels appear. 2. Select the row of the channel that you want to play back. NOTE: If the agent and the customer are using different channels, in order to hear a complete conversation including both the agent and the customer, select the two channels that are associated with one another (unsummed configuration). 3. Click Play

, or right-click and select Play. The Player appears (in Expanded mode), and the channel activity is played back. By default, the last 5 minutes are played back. You can change the value of the play period. See Defining the Playback Period on page 10.

For more details, see the Player Guide.

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

Monitoring Channel Activity in Real Time

Defining the Playback Period


Define the play period - the number of minutes that recordings will be played back via the Player.
To define the playback period: 1. Click Settings

(The Settings button appears in the upper right-hand corner when the channels are displayed). The Settings window appears.

2. Enter a time interval in minutes. This number is the amount of time defined for playing back a

recording.
NOTE: The maximum number of minutes you can enter is 1439 (24 hours).

3. Click Save

Monitoring Channel Activity in Real Time


You can monitor and play channel activity that is occurring in real time. You can only monitor activity when the channel is marked Recorded (
To monitor a recording in real time: 1. In the Organization tree, select a site and a logger. A list of channels appear. 2. Select the row of the channel that you want to monitor. NOTE: If the agent and the customer are using different channels, in order to hear a complete conversation including both the agent and the customer, select the two channels that are associated with one another (unsummed configuration). ).

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

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Monitoring Channel Activity in Real Time

3. Click Monitor

. The Monitor Player appears and monitoring starts.

NOTE: If, while the Player is monitoring, you:

Select a different branch in the Organization tree, you must stop the Player by clicking Yes in the confirmation message that appears.

Log out of Channel Monitoring or open another application within NICE Perform, the following information message appears, and the Monitor Player automatically closes:

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

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Channel Status Description

Channel Status Description


There are two types of channel statuses:

VoIP Logger Related Voice Logger - Telephony Related

For troubleshooting, contact your NICE Customer Support.

VoIP Logger Related


The following are VoIP Logger related channel statuses:
Channel Status Data Reception Error Invalid Protocol Active Channel Stopped Invalid Packet IP Capture Error Critical Error Connection was Lost IP Export Error Observation Failure SRTP Decryption Failure Description The channel encountered an error wen capturing voice data. Therefore, part or all of the channel activity is not recorded. Channel encountered invalid protocol data. (IPC environment only) Channel failed to capture data from the Data Provider. (IPC environment only) Encountered invalid packet. (IPC environment only) An internal error occurred in the IP Capture. Some or all of the channel activity may not be recorded. Critical error occurred on the channel. Channel connection to the Data Provider was lost. (IPC environment only) Some or all of the channels failed to export buffers to the logger. Error occurred in the Observer. Some or all of the channel activity may not be recorded. Failed decrypting SRTP data.

Voice Logger - Telephony Related


The following are Voice Logger - telephony related channel statuses:
Channel Status AIS Frame error Frame loss Description Alarm Indication Signal. Signal with the digit one only, indicating an alarm on the far end (PABX). Frame found with errors Frame was not found

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

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Channel Status Description

Channel Status No Synchronization Signal was lost No Multiframe Synchronization No Signal Line Error RAI

Description There is no synchronization on the input line due to frame error or loss. No input signal. Check line connectivity. No synchronization on Multiframe level due to multiframe error or loss. No input signal. Check line connectivity. Indicates a problem with the line (Synchronization, loss problem etc.) Remote Alarm Indication. Sent by the far end (PABX), indicating a problem with the signal it is receiving from the local end (ETAI-III board).

No Signaling Capabilities are Available Signal is Unbalanced Signaling Problem with Nortel PBX Receiver SLIP Transmitter SLIP No synchronization between the PABX and the board clocks. Positive and negative signal peaks are not equal.

Chapter 1: Channel Monitoring NICE Perform Release 3.2: Channel Monitoring Guide (Rev. A1)

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