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1

1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6

Channel Monitoring

Contents

1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6
1 Channel Monitoring Contents What is Channel Monitoring? 6 Viewing Loggers/Channels in your System 6

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

5

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

What is Channel Monitoring? What is Channel Monitoring? The Channel Monitoring applicatio n enables administrators

What is Channel Monitoring?

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.

can view the list of channels associated with the logger. NOTE: Before you use the Channel

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).

it is not started, the list of channels will not appear). To view a logger/channel: 1.
it is not started, the list of channels will not appear). To view a logger/channel: 1.

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

of loggers for the relevant site appears. Refresh Button 3. Click Refresh to see an updated

3. Click Refresh

relevant site appears. Refresh Button 3. Click Refresh to see an updated list of loggers. TIP:

to see an updated list of loggers.

Button 3. Click Refresh to see an updated list of loggers. TIP: In a Multi Data

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

6

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

What is Channel Monitoring?

What is Channel Monitoring?

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

is refreshed to display a list of channels for the logger. Viewing and Monitoring Channels When

Viewing and Monitoring Channels

When viewing a list of channels per logger, the following information is displayed:

Name

Description

 

Channel ID

Displays the channel ID number.

Channel Type

Displays an icon according to channel type:

Digital

• Digital

Analog

• Analog
• (unknown channel type) Invalid

(unknown channel type)

Invalid

Active

Displays the icon (

A c t i v e Displays the icon ( ) when the channel is active.

) when the channel is active. A

channel is considered active only when there is

voice/sound activity on the channel.

Recorded

Displays the icon ( recorded.

R e c o r d e d Displays the icon ( recorded. ) when the

) when the channel is being

Monitored

Displays the icon (

M o n i t o r e d Displays the icon ( ) when a

) when a channel is monitored in

real time. This only appears when the logged in user is actually monitoring.

Chapter 1: Channel Monitoring

7

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

What is Channel Monitoring? Name Description Min. Activity Displays the current % of channel activity

What is Channel Monitoring?

What is Channel Monitoring?

Name

Description

Min. Activity

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

8

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

Playing Back a Recording

Playing Back a Recording

Playing Back a Recording

Play back voice activity that was recorded within the last 24 hours.

voice activity that was recorded within the last 24 hours. To play back recordings: 1. In
voice activity that was recorded within the last 24 hours. To play back recordings: 1. In

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.

Select the row of the channel that you want to play back. NOTE: If the agent

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

with one another (unsummed configuration). 3. Click Play , or right-click and select Play . The

, 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.

period. See Defining the Playback Period on page 10 . For more details, see the Player

For more details, see the Player Guide.

Chapter 1: Channel Monitoring

9

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

Monitoring Channel Activity in Real Time Defining the Playback Period Define the play period -

Monitoring Channel Activity in Real Time

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.

minutes that recordings will be played back via the Player. To define the playback period: 1
minutes that recordings will be played back via the Player. To define the playback period: 1

To define the playback period:

1. Click Settings

To define the playback period: 1 . Click Settings (The Settings button appears in th e

(The Settings button appears in the upper right-hand corner when the

channels are displayed). The Settings window appears.

the channels are displayed). Th e Settings window appears. 2. Enter a time interval in minutes.

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

the amount of time defined for playing back a recording. NOTE: The maximum number of minutes

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 (

).
).
when the channel is marked R e c o r d e d ( ). To
when the channel is marked R e c o r d e d ( ). To

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.

2. Select the row of the channel that you want to monitor. NOTE: If the agent

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

10

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

Monitoring Channel Activity in Real Time 3. Click Monitor . The Monitor Player appe ars

Monitoring Channel Activity in Real Time

Monitoring Channel Activity in Real Time

3. Click Monitor

Monitoring Channel Activity in Real Time 3. Click Monitor . The Monitor Player appe ars and

. The Monitor Player appears and monitoring starts.

Monitor . The Monitor Player appe ars and monitoring starts. NOTE: If, while the Player is
Monitor . The Monitor Player appe ars and monitoring starts. NOTE: If, while the Player is

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.

by clicking Yes in the confirmation message that appears. • Log out of Channel Monitoring or

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

application within NICE Perform, the following information message appears, and the Monitor Player automatically closes:

Chapter 1: Channel Monitoring

11

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

Channel Status Description Channel Status Description There are two types of channel statuses: • VoIP

Channel Status Description

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

Description

Data Reception Error

The channel encountered an error wen capturing voice data. Therefore, part or all of the channel activity is not recorded.

Invalid Protocol

Channel encountered invalid protocol data. (IPC environment only)

Active Channel Stopped

Channel failed to capture data from the Data Provider. (IPC environment only)

Invalid Packet

Encountered invalid packet. (IPC environment only)

IP Capture Error

An internal error occurred in the IP Capture. Some or all of the channel activity may not be recorded.

Critical Error

Critical error occurred on the channel.

Connection was Lost

Channel connection to the Data Provider was lost. (IPC environment only)

IP Export Error

Some or all of the channels failed to export buffers to the logger.

Observation Failure

Error occurred in the Observer. Some or all of the channel activity may not be recorded.

SRTP Decryption Failure

Failed decrypting SRTP data.

Voice Logger - Telephony Related

The following are Voice Logger - telephony related channel statuses:

Channel Status

Description

AIS

Alarm Indication Signal. Signal with the digit “one” only, indicating an alarm on the far end (PABX).

Frame error

Frame found with errors

Frame loss

Frame was not found

Chapter 1: Channel Monitoring

12

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

Channel Status Description Channel Status Description No Synchronization There is no synchronization on the

Channel Status Description

Channel Status Description

Channel Status

Description

No Synchronization

There is no synchronization on the input line due to frame error or loss.

Signal was lost

No input signal. Check line connectivity.

No Multiframe

No synchronization on Multiframe level due to multiframe error or loss.

Synchronization

No Signal

No input signal. Check line connectivity.

Line Error

Indicates a problem with the line (Synchronization, loss problem etc.)

RAI

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

Positive and negative signal peaks are not equal.

Signaling Problem with Nortel PBX

 

Receiver SLIP

No synchronization between the PABX and the board clocks.

Transmitter SLIP

 

Chapter 1: Channel Monitoring

13

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