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External Call Logger Interface Guide

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Transforming the way companies interact with their customers.

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Table of Contents
About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
Intended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi Organization of this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viii

Chapter 1 Call Logging Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Theory of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Command Set Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Default Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Custom Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Semantics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Command Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 AgentLogon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 AgentLogoff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 StartCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 StopCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 StartRecord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 StopRecord . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Overlapping General Event Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

Chapter 2 Call Logging Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Setting Call Logger Specific Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

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System Integration Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4 Local Audio Integration Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4 CTI-Enabled Integration Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6 Other Integration Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6 Constraints and Features Not Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-7

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1

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About This Guide

This document covers the following general areas: A description of the External Call Logger Interface. Procedures for setting up external call logging in an Aspect EnsemblePro system. A description and instructions for the Public Interface Protocol (PIP).

Intended Audience
This guide is designed for Aspect EnsemblePro system administrators who are responsible for external call logging.

Training
If you are a new Aspect EnsemblePro user, go to the Aspect Education Services website for the latest training course information. http://www.aspect.com/Services/EducationServices.html

Document Conventions
The following typographic conventions and terms are used throughout this guide.

This:
Bold Typeface Italic Typeface

Indicates:
Commands or responses you enter. Also, identifies names of windows/ screens. Examples. An example may not necessarily be the actual response, as each system will differ. Enter the response that is appropriate for the system on which you are currently working. Press the right mouse button.

Right-click

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The following grammatical conventions are used throughout this guide.

Example
Click Save.

Indicates
Click the indicated button. If a button has a symbol instead of a word on it (for example, Next >>), the text will read: Click the Next button. Single-click to choose the specified radio button. Single-click to choose the specified check box. Select Tools from the menu bar and then select Options from the drop-down menu list.

Select the ODBC radio button. Select the Gateway Config check box. Select Tools > Options.

The following graphics are used throughout this guide.

NOTE

This graphic shows a note containing information to clarify an instruction or concept.

WARNING

This graphic shows a warning that you need to follow to avoid serious problems.

Technical Support
Aspect Software provides technical support under the Aspect Software Customer Service Agreement. If you have a question or problem that you are unable to resolve by reading the manual or online Help, call the nearest Aspect Support Center location.

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Prior to making the call, please be sure you can provide the following information: Your name and company name Your Site Id Your System Number The name of the software application you are using The version of the software you are using A brief description of the problem, including any error messages that appeared, and a brief description of what you were doing when you encountered the problem

You can contact Aspect Technical Support at:

Support Locations
North America (except Mexico), Central America, and South America Mexico Europe (except Germany) and Africa Germany India and Middle East

Contact
1- (800) 999-4455 OR1-978-952-0669 +52 55-9171-2001 +(44)(0) 845-6030872 +(49)(0) 1804 668783 1-800-999-4455 -OR+91 804133-5000

Email
support@Aspect.com

support@Aspect.com Uksupport@Aspect.com GermanySupport@Aspect.com support@Aspect.com

Organization of this Guide

This guide consists of the following chapters: "About This Guide"provides information about how to use this guide. "Chapter 1: Call Logging Interface"provides you with an overview of the External Call Logger Interface and the command set associated with the interface. "Chapter 2: Call Logging Setup"provides you with instructions on how to set up the call logger mode, type, and specific parameters. It also provides you with CenterCord settings, system integration methods, and explains which constraints and features are not supported. "Index"provides an index to the guide.

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Related Documents
Documents associated with this guide include: EnsemblePro Client Applications Installation Guide EnsemblePro Database Installation Guide EnsemblePro Database Reference Guide EnsemblePro DataViews User Guide EnsemblePro Enterprise Monitor User Guide EnsemblePro Gateway Configurator User Guide EnsemblePro Gateway Server Installation Guide EnsemblePro Glossary EnsemblePro LYRICall Agent User Guide EnsemblePro LYRICall Designer User Guide EnsemblePro M3 Designer User Guide EnsemblePro Public Interface Protocol (PIP) Reference Guide EnsemblePro Release Notes EnsemblePro Server Application Installation and Configuration Guide EnsemblePro Server Configurator User Guide EnsemblePro Telephony Monitor User Guide EnsemblePro Unified Director User Guide

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Chapter 1

Call Logging Interface

This chapter provides you with an overview of the External Call Logger Interface and the command set associated with the interface. In this chapter: "Overview" "Command Set Overview" "Command Details" "Overlapping General Event Messages"

Overview
The External Call Logger Interface defines the high-level application command set that the Aspect EnsemblePro system uses to interact with a call logger. It defines the valid messages, their logical contents, and their proper sequence. The command set is carried over a standard Public Interface Protocol (PIP) communication link. The PIP is fully described in the EnsemblePro Public Interface Protocol (PIP) Reference Guide. It describes the communication protocol that is used between Aspect Software systems and a call logger. To implement the External Call Logger Interface you must have read and understood the PIP guide. The External Call Logger Interface will be referred to as call logger interface in this guide. The Aspect EnsemblePro system will be referred to as the system in this guide. The Public Interface Protocol application will be referred to as PIP in this guide. NOTE Contact your Aspect Software, Inc. sales representative at info@aspect.com for a listing of certified call loggers.

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Theory of Operations
In a contact center containing an Aspect EnsemblePro system and a call logger, calls arrive at or are made from the system and are routed to available agents. A call logger is connected in such a way that it has access to the audio connection of all agents by direct connection or by means of an intermediate device such as a private branch exchange telephone network (PBX). The system provides information about agents and their audio connections to the call logger to enable the call logger to correctly route the recording in real time. The goals of the integration are to provide the call logger with context data that can be associated with recorded audio, and to provide simple mechanisms that allow for increased synchronization of the system and the call logger. Cooperation between the system and the call logger is accomplished using a specific command set over a dedicated PIP link. The Aspect EnsemblePro system is always an PIP server. The individual call logger is an PIP client. Using the command set, the system informs the call logger of all active agents. It can inform the call logger of each call being routed to individual agents. It can also indicate to the call logger when a recording should take place within the call. In addition, the operations carry context data that can be stored in the call logger. The system can be configured to operate in various modes to accommodate the call logger and optimize the use of its features.

Command Set Overview

This section defines all of the valid commands and replies that are part of the call logger interface command set. The command set can only be used once a fully operational PIP link has been established between the system and the call logger. Refer to PIP documentation for more information. The command set consists of the commands described below. AgentLogon AgentLogoff StartCall StopCall StartRecord StopRecord

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Default Parameters
All commands originating from the system carry the following set of standard parameters: agent_id - The unique ID of the agent. agent_logn_id - The agent login name. extension_num - The agent extension number. wkstn_id - The agent workstation ID. span_id - The agent telephony span ID. channel_id - The agent telephony channel ID. NOTE The agent extension number is actually the phone device extension number. Some PBXs also associate a position id to each phone device. The position id is NOT provided by the Aspect Technical Service team. span_id and channel_id fields are useful in an integration where the call logger is wired to "tap into" the agent audio T1 line. In this case, the span and channel parameters allow you to determine the physical telephony line a particular agent is using. extension_num is a more versatile parameter. It can be used in any type of integration. It can be used for call loggers that use a CTI link to monitor an extension via the PBX or call loggers hard wired to each individual extension. Refer to "Local Audio Integration Method" for more details on wkstn_id.

Custom Fields
For each of the commands listed above, the record sent also includes any call data defined in the Aspect EnsemblePro Unified Director application.

Semantics
The command set semantics, for a given agent is defined as: AgentLogon [B]* AgentLogoff where B = A | StartCall [StartRecord StopRecord]* [A]* StopCall A = StartCall [StartRecord StopRecord]* StopCall * : zero or more occurrences

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The StartCall command is only used if there is a call at the device, but it is not restricted in any other way. It can be sent more than once for a call, as long as the semantics is respected (that is,. a StopCall is sent before a StartCall is re-sent).

Command Details
The following sections describe each command in detail, identifying the purpose of the command and the precise synopsis. The replies to the commands always follow the PIP format. Any special reply status value for the command is defined, as are any valid reply parameters. Otherwise, if a reply is requested by the originator, no special reply parameters are expected and the status should follow the PIP specification. If a reply is always needed because of the nature of the command, it is indicated. NOTE To avoid losing updated data or disposition information on a recorded call, you must adhere to a specific sequence of events. Send the RecordStop event when a customer disconnects and the CallStop event when the agent wrap session ends. This sequence ensures the final disposition and updated call data, if any, are recorded. The wrap dial sequence differs and you must sequence RecordStop before CallStop as outlined in the following sequence of events commands. CallStart (C1), RecordStart (C1), RecordStop (C1), CallStart (C2), RecordStart (C2), RecordStop, (C2), CallStop(C2), CallStop(C1)

AgentLogon
Purpose It indicates the presence of an agent on the Aspect system. After receiving this command, the call logger should expect to have to do call logging operations for that agent. Synopsis Command Id Command Parameters Reply Status agent_logon Default parameters 1 = Success; command processed. -1 = Failure to process command.

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AgentLogoff
Purpose It indicates that the agent is no longer active on the system. The call logger will no longer receive any commands for that agent. Synopsis Command Id Command Parameters Reply Status agent_logoff Default parameters 1 = Success; command processed. -1 = Failure to process command.

StartCall
Purpose This command notifies the call logger of the presence of an interesting call at an agents device. An interesting call is one that the Aspect system can identify and for which Aspect has some information. Synopsis Command Id Command Parameters start_call Default parameters record_id (Record associated with the call). Any call logger specific parameter configured. Reply Status 1 = Success; command processed. -1 = Failure to process command.

StopCall
Purpose This command notifies the call logger to stop logging information about the call at the agents device.

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Synopsis Command Id Command Parameters stop_call Default parameters record_id (Record associated with the call). Any call logger specific parameter configured. Reply Status 1 = Success; command processed. -1 = Failure to process command. Details The call logger might have already detected that the call was terminated. It must still honor the command. The command might also be sent without the actual call terminating, indicating that the system is no longer interested in that call.

StartRecord
Purpose This command notifies the call logger that it should start recording the agents device. Synopsis Command Id Command Parameters start_record Default parameters record_id (Record associated with the call). Any call logger specific parameter configured. Reply Status 1 = Success; command processed. -1 = Failure to process command.

StopRecord
Purpose This command notifies the call logger that it should stop recording the agent device.

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Synopsis Command Id Command Parameters stop_record Default parameters record_id (Record associated with the call). Any call logger specific parameter configured. Reply Status 1 = Success; command processed. -1 = Failure to process command. Details The call logger might have already detected that the call was terminated. It must still honor the command.

Overlapping General Event Messages

Each of these event messages should have an identifier (Call Index) to map to for specific call transactions where events overlap. Call Start = Call transaction starts. Call data record displays or pops agent screen and Voice path is established. Records Start = Voice path on the initial call transaction is active. Record End = Voice Path on the initial call transaction ends but the data record still displays at the agent desktop while the agent is in wrap mode. Call End = Data Record is released from the agent desktop, the call transaction is complete, and the agent is ready for a new call to be delivered by the Predictive dialer.

EnsemblePro 5.2 Typical Call Sequence

NOTE Record End and Call End transpires when the agent hangs up the phone. It does not occur at the end of the actual wrap on the call transaction completion for that customer record on the dialer.

1 Call start (C1). 2 Record start (C1). 3 Agent or customer hangs up.

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4 Record ends. (C1). 5 Call ends. (C1). 6 Agent completes editing of the dialer data record. 7 Call start(C2). 8 Record start (C2). 9 And so on.

EnsemblePro 6.x Typical Call Sequence

The Call Sequence in EnsemblePro 6.x transpires as noted in the following steps: 1 Call start (C1). 2 Record start (C1). 3 Agent or customer hangs up. 4 Record end (C1). 5 Agent is in wrap mode. 6 Additional call information is captured. 7 Customer data record is updated and certain fields in the events are populated with additional information in the event structure. 8 Call end (C1). NOTE It is possible for an agent to hang up during the call transaction and then begin updating the data record for that call. The agent can also make another manual call on that phone, even though he has not released this initial data record. In this case of overlapping events, you must use the Call Index and the Call End to map to the complete transaction due to the overlap.

9 Call start (C1). 10 Record start (C1). 11 Record end (C1). 12 Call start (C2). 13 Record start (C2). 14 Record end (C2). 15 Call end (C2). 16 Call end (C1).

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Chapter 2

Call Logging Setup

This chapter provides you with instructions on how to set up the call logger interface mode, type, and specific parameters. It also provides you with CenterCord settings, system integration methods, and explains which constraints and features are not supported. In this chapter: "Overview" "Setting Call Logger Specific Parameters" "System Integration Methods" "Constraints and Features Not Supported"

Overview
This section explains how to configure the system for external call logging. Refer to the Aspect EnsemblePro Server Configurator User Guide for information on how to set the call logger interface type and mode in the General tab on the Tenant Properties window. When you are in the external call logger mode, the system allows two types of recording. The system can be set to send the logging and recording commands automatically, or it can be set to allow agents to initiate the recording manually. 1 Automatic recording - Every single voice call that goes to an agent is recorded for the entire duration of the conversation between the agent and the customer. The Record Button on the agent desktop is turned off to prevent the agents from trying to create their own recordings. 2 Manual (Script-driven) recording - The agent controls when the recording of a call is started and stopped by using the Record Button on the agent desktop. Recordings can be started and stopped multiple times within each call. NOTE The agent can start manual logging by using a button or an Aspect EnsemblePro LYRICall Designer script can initiate the StartRecord command within its scripting logic.

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Automatic Call Logging

Automatic call logging is used when there is a need to log and record the entire length of every call, without agent interaction. Logging of the call and recording of the audio starts upon agent connect and ends upon termination of the record. In this configuration, the StartCall and StartRecord commands are sent immediately when the agent connects to a call. The audio is recorded for as long as the agent has the hit screen. When the agent terminates the record, the StopRecord and StopCall commands are sent.

Manual Call Logging

Manual call logging is used when a contact center wants to record only portions of calls (for example, verification information or key call sections). Logging of the call starts at agent connect. Recording is started and stopped manually at some point during the call. Call logging ends at record termination. In this configuration, the StartCall command is typically sent at agent connect. The StartRecord command is not sent automatically; it can be sent via an agent script. More than one StartRecord and StopRecord command can be initiated for each StartCall session. The StopCall command is sent at termination of the record.

Setting Call Logger Specific Parameters

Call logger specific parameters can be sent to the call logger by using the Call Data Definition for the service. For instance, in the screenshot below, the automatic number identification (ANI) received from an inbound call will be sent as the T-ANI parameter to the call logger. To access the Call Data Definition window: 1 Launch the Aspect EnsemblePro Unified Director application. 2 In the Director menu, click Table Admin > Call Data Definitions. 3 Click Create.

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The Create Call Data Definition window appears. Refer to the Aspect EnsemblePro Unified Director User Guide for detailed information on setting up Call Data Definitions.

NOTE

The available set of parameters will depend on the call data available for each call, and only non-empty values will be sent to the call logger.

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System Integration Methods

There are two primary methods of call logger integration: local audio (switchless) and CTIenabled. Depending on the method used, the integration script will use different standard parameters to map agent extensions to ports or T1 channels. If the DCP Combo is running only in Narrowband mode, with no external CTI links, then the span and channel parameters can be used. If there is any non-DCP combo audio, the extension parameter must be used. The call logger integration methods and their impact on integration script development are described in the sections that follow.

Local Audio Integration Method

If the system only involves Gateway/DCP-combo audio (that is, it does not use a CTI link), hardware integration is accomplished by splitting off the agent audio T1 or E1 to the call logger using a Y connector. This is referred to as a local audio integration. For this method, the integration script uses the span_id and channel_id parameters. With a local audio integration, the system artificially generates agent extensions for the call logger. The extension is always the same for a given agent. The system generates it by adding the value of the wkstn_id for that agent to a system-defined offset. The offset is set to 0 by default but can be set to any desired value to guard against value duplication when multiple Aspect EnsemblePro systems are used or if a particular call logger cannot accept values within certain ranges. The call logger must maintain an internal table used to map extensions to ports (or T1 channel) so that it can tie voice commands to a defined port.

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In a local audio integration, the call logger intercepts the T1 channels going to the agents. The mapping between agents and T1 channels is static. The following figure illustrates the local audio integration method.

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CTI-Enabled Integration Method

If the system uses any CTI dialing through a PBX, the integration involves a split at the PBX or at the physical phone extension. For this method, the integration script uses the extension_num parameter. In a CTI-enabled integration, the call logger talks directly to the switch using a native CTI link. The call logger collects the audio for calls through the switch CTI services. The following figure shows the CTI-enabled integration method.

Other Integration Methods

If the agent devices are connected to a switch (PBX) and it is not possible for the call logger to access the device audio via the switch services, the call logger must connect to each individual agent device to get the audio, usually via a patch panel.

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Constraints and Features Not Supported

WARNING Single External Call Logger - CenterCord supports only one external call logger. If you attempt to connect a second external call logger, it will fail. If the first external call logger is disconnected, you can then make another external call logger connection to the CenterCord.

1 Single CenterCord - Only single CenterCord systems is supported in this release. If the system fails over to a redundant CenterCord that is not connected to the call logger, external call logging will no longer work. 2 Dynamic Changes - Any dynamic changes to the Mode and the Type of Recording is effective only after a reset of the CenterCord. 3 Universal Message Viewer (UMV) and/or Recording Manager Functionality - Existing UMV and/or Recording Manager functionality such as Playback, Archive, Restore are not available for recordings made using an external call logger. 4 Reporting - No information regarding recordings made by an external call logger will be stored in the Aspect EnsemblePro Database for reporting purposes. 5 Remote Monitoring and Voice Mail - Recordings done by Remote Monitoring and Voice Mail scripts will continue to be done by the Gateway. 6 Supervisor Recordings - Supervisors will not be allowed to record Agents that they are monitoring. 7 Internationalization - Only English Language systems are supported. 8 Call Logger Location - The call logger must be in the same physical location as the Gateway and/or the PBX. 9 Call Data - Call data sent to the call logger will be the EnsemblePro call data generated at the start of the voice call only. Subsequent changes made to this data by the agent will not be sent to the call logger. 10 Telephony Configurations - The agent telephony configurations that are supported are Analog and Narrowband/T1. 11 Chat Recording - A manual voice call can be placed by an Agent when in a Chat call. When the Agent is recorded during the call, both the Chat and the voice are recorded. When the mode is External, the voice part of the call is recorded by the call logger and it will not show up in the UMV during the playback of that call.

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Index

A
agent device integration method, 2-6 agent extensions, 2-4 agent_id, 1-3 agent_logn_id, 1-3 AgentLogoff command, 1-5 AgentLogon command, 1-4 audience, v automatic call logging, 2-2

StartRecord, 1-6 StopCall, 1-5 StopRecord, 1-6 CTI integration, 2-6 custom fields, 1-3

D
default parameters, 1-3 document conventions, v dynamic changes to mode and type, 2-7

C
Call Data, 2-7 Call Data Definitions setting up parameters, 2-2 Call Logger interface, 1-1 location, 2-7 call sequences typical for 5.2, 1-7 typical in 6.x, 1-8 CenterCord single system, 2-7 channel_id, 1-3 Chat recording, 2-7 command details, 1-4 command set default parameters, 1-3 overview, 1-2 semantics, 1-3 commands AgentLogoff, 1-5 AgentLogon, 1-4 StartCall, 1-5

E
extension_num, 1-3

G
general event messages, 1-7

L
language support, 2-7 local audio integration, 2-4

M
manual call logging, 2-2

O
operations theory, 1-2 organization of this guide, vii overlapping call sequences for 6.x, 1-8 call sequences in 5.2, 1-7 general event messages, 1-7 External Call Logger Interface Guide

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overview configuring the system, 2-1

T
technical support, vi telephony configuration, 2-7 training, v

P
parameters channel_id, 2-4 defaults, 1-3 extension_num, 2-6 set up using Call Data Definitions, 2-2 settings for call logger, 2-2 span_id, 2-4 PBX, 1-2 PIP (Public Interface Protocol), 1-1 client, 1-2 server, 1-2 position_id, 1-3

U
universal message viewer, 2-7

V
voice mail, 2-7

W
warning, using more than one External Call Logger, 2-7 wkstn_id, 1-3

R
recording automatic, 2-1 manual, 2-1 Recording Manager functionality, 2-7 related documents, viii remote monitoring, 2-7 Reporting, 2-7

S
span_id, 1-3 StartCall command, 1-5 StartRecord command, 1-6 StopCall command, 1-5 StopRecord command, 1-6 Supervisor recordings, 2-7 System integration methods, 2-4

External Call Logger Interface Guide

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