1ralnlng lor nlCL erform

SysLem Cvervlew ArchlLecLure

AdmlnlsLraLlon ConflguraLlon
1echnlcal CperaLlons
8ackup Mechanlsm
ay Cne
nlCL erform SoluLlon Cvervlew
W 1oLal 8ecordlng (LxLenslon Slde)
W vCl LxLenslons (8harla)
W 1M LxLenslons (Shafl)
W Seml dlsLrlbuLed LnvlronmenL
lsLrlbuLed ComponenLs
W CLS
W Loggers
W SLorage
CenLrallzed
W AppllcaLlon Server
W aLabase server
nlCL erform SysLem ArchlLecLure
W CapLure 1ler
W 8uslness Loglc 1ler
W AppllcaLlon 1ler
W SLorage Servlces
W aLabase Servlces
AppllcaLlon 1ler
AppllcaLlon 1ler
8uslness Loglc 1ler
MulLlmedla CapLure 1ler
aLabase Servlces
SLorage Servlces
Summary
SysLem eskLop lnsLallaLlon
W updaLe hosL flle wlLh server name and l
address
W lnsLall nL1 lramework verslon
W Ad[usL SecurlLy vla nlCL AppllcaLlon
execuLable flle downloadable from nlce
erform server Web page
W Access nlCL erform Server Lhrough Web
8rowser
Screen AgenL lnsLallaLlon
W lnsLall screen agenL appllcaLlon on agenL
deskLop
eflne exLenslon number
Screen logger l address
W Ad[usL agenL deskLop's l seLLlng Lo 94
W 8ebooL Lhe sysLem
W Check screen agenL runnlng ln Lask manager
W eflne 8ule ln nlCL erform AppllcaLlon for
Screen 8ecordlng
ay 1wo
nlCL erform lnsLallaLlon
W lnsLall Wlndows 2003 wlLh S 2
W Conflgure llS
W lnsLall nL1 lramework 20 WlLh PoL flx
W lnsLall MlcrosofL SCL 2003
W lnsLall nlCL erform aLabase SulLe
SelecL daLabases as per your avallable feaLure seL
W SeL daLabase flle slze
W lnsLall nlCL erform AppllcaLlon SulLe
lnsLall nClL erform aLch ack (LaLesL 8elease)
W Check All Servlces are 8unnlng
rlve_LeLLernlCLSysLemServerblnservlceconflgureaLlonmanagernlce servlce conflguraLlon managerexe
W Access nlCL erform AppllcaLlon 1hrough Web age 1hrough PosLname
Clve Llcense llle
W Ad[usL SecurlLy
ownload LxecuLable flle
8un exe flle
SysLem AdmlnlsLraLlon
Check 1echnlcal Mode ress Save
SelecL MasLer SlLe SelecL CLS eflnlLlons
8lghL Cllck new CLS Server
Cllck nexL
LnLer CLS name
eflne CLS PosL name
Allow All 8ecordlngs
escrlpLlon Cllck nexL
llnlsh CLS Serer AddlLlon
CLS vlew
ALLach Logger WlLh CLS
Check Avallable Logger ln Channel
eflnlLlons
eflne Source eflnlLlons
SelecL Source ALLached Lo hyslcal SwlLch l Cllck Add Source Wlzard
SelecL LxLenslons lor 1M Logger
SelecL eclmal
eflne llrsL LxLenslon Logger
number
eflne number of LxLenslons
llnlsh
eflne l evlces
ress asslve vol evlces
eflne evlce number l Address
eflne number of evlces
llnlsh
ALLach Source 1o Channels
1hrough SLaLlc Mapplng
CreaLlng Channel ool for ynamlc
Channel Mapplng
Add ool
Add Channels 1o ool
8y SelecLlng Logger l
Channel vlew
CreaLlng A Source ool for ynamlc
Channel Mapplng
eflne ool name
Add Source Lo ool
SelecL Source lrom hyslcal SwlLch
Source ool vlew
SelecL C1l lnLegraLlon
CreaLe new ConnecLlon Manager
Cllck nexL
ConnecLlon name l CLS PosL name
llnlsh ConnecLlon Manager
ConnecLlon Manager vlew
eflne C1l lnLerface
nexL
SelecL Avaya CM Cenesys Apply
eflne C1l lnLerface name ress CreaLe
eflne SwlLch name l and C1l
Cllck nexL
C1l lnLerface ConflguraLlon
SelecL SwlLch 1ype (LucenL)
eflne C1l PosL name
eflne C1l orL
ress nexL
ress Add 8ange
Add LxLenslons8ange
Avallable evlces vlew Cllck nexL
ress nexL
8uslness aLa llelds wlll be added afLer seLup lf
requlred
Cllck llnlsh
C1l lnLerface vlew
Add C1l rlver
Add C1l rlver
eflne name l CLS PosL name
ALLach CLS
llnlsh
ALLach lnLerface ln ConnecLlon manager
Save
Conflgure lnLerface
Conflgure lnLerface vlew
Add MonlLor evlces
Add aLabase Server
eflne name PosL name
SelecL Avallable aLabases
Column vlew
8eserved Column vlew Add any
8eserved Column
8uslness aLa vlew
LdlL Added 8eserved Column eflne lLs
LengLh
Pelp 1o eflne LengLh
noLlce 1o 8esLarL CLS
Add 8eserved Column ln C1l lnLerface
8uslness aLa
SelecL 1ype SLrlng
Cllck Save
Add aLa MarL
aLa MarL name SelecL 8 Server
aLa MarL vlew
Add nlCL omaln
SelecL All Cllck lnsLall
Cllck Close
nlCL omaln vlew
Add Logger
eflne Serlal number Llcense key
eflne name PosL name
eflne name PosL name
eflne SLorage CenLer
eflne Serlal number Llcense key
Cllck nexL
eflne name PosL name
eflne 8eLrleval aLh
Cllck llnlsh
Add SC unlL
Cllck nexL
eflne name
SeL 8eLenLlon erlod
Cllck llnlsh
SC Archlve SeLLlng
name SC aLh
eflne Slze
llnlsh
noLlce 1o 8esLarL SC CS
SC vlew
ComponenLs Servers
W nlCL erform AppllcaLlon Server
W aLabase Server
W CLS Server
W Screen Logger
W vCl Logger
W 1M Logger
W SLorage CenLer
user AdmlnlsLraLlon
CreaLe user
8ules ManagemenL
W Scorlng 8ule
Asslgns a polnL score Lo each lnLeracLlon based on
a comblnaLlon of dlfferenL aspecLs of Lhe
lnLeracLlon such as how may Llmes Lhe caller was
placed on hold and for how long lnLeracLlon
scores can be seen ln oLher appllcaLlons and used
Lo flnd lnLeracLlons Lach Scorlng rule adds a new
column (fleld) Lo your daLabase 1hese flelds
remaln even afLer Lhe rule ls deleLed
8ules ManagemenL
W ClaslflcaLlon 8ule
ALLaches a Lag Lo selecLed lnLeracLlons 1hls allows
Lhe selecLed lnLeracLlons Lo be grouped ln oLher
appllcaLlons Lach ClasslflcaLlon rule adds a new
column (fleld) Lo your daLabase 1hese flelds
remaln even afLer Lhe ClasslflcaLlon rule ls
deleLed
8ules ManagemenL
W Audlo Analysls
SelecLs lnLeracLlons for audlo analysls and
speclfles whaL Lype of analysls wlll be performed
1he acLual analysls ls performed by Lhe Audlo
Analysls Server
CreaLes phoneLlc lndexes for lnsLanL Word
Searches
8ules ManagemenL
W Scheduler
lnlLlaLes Lhe recordlng of lnLeracLlons accordlng Lo
Lhe Llme of Lhe lnLeracLlon or oLher crlLerla such
as agenL
8ules ManagemenL
W SLorage
eflnes whlch lnLeracLlons Lo archlve where Lo
archlve Lhem Lo when Lhe archlvlng should Lake
place and for how long Lhey should be saved
ay 1hree
CLS lnsLallaLlon
W lnsLall Wlndows 2003 Server wlLh S 2
W lnsLall SnM Servlces
W lnsLall nlCL CLS Server
eflne CLS Server PosL name
W lnsLall ConnecLlon Manager
W lnsLall lnLegraLlon rlver
vCl Logger lnsLallaLlon
W lnsLall Wlndows 2003 Server wlLh S2
AdmlnlsLraLor password should be nlcecLl"
CreaLe 8ecommended Lhree parLlLlon
C drlve should Lo 23 Lo 30C8
drlve should be 23 Lo 30C8
L drlve maxlmum slze 194C8 wlLhouL formaL
W lnsLall SnM Servlces
W lnsLall nL1 20 wlLh Wlndows lnsLaller
W 8un Logger SeLup
Clve llcense flle
SelecL snlffer card
SelecL 8ackup 1ape drlve
klll n+1 Logger query wlndow
MulLlmedla Logger lnsLallaLlon
W lnsLall Wlndows 2003 Server wlLh S 2
W lnsLall SnM Servlces
W lnsLall nL1 20 wlLh Wlndows lnsLaller
W 8un Screen Logger SeLup
eflne Logger l
eflne orL number
eflne 8ecordlng layback Channels
SelecL llle SLorage
eflne SLorage aLh and Slze
llnlsh
lnsLall SAMS
aLabase Server SLrucLure
W MlcrosofL SCL 2003
nlCL Admln
nlCL AudlL
nlCL CA
nlCL W
nlCL lnLeracLlon
nlCL 8S aLa
nlCL CA
nlCL 8eporLer
nlCL 8ules
nlCL SLorage CenLer
nlCL Admln
W 1he AdmlnlsLraLlon daLabase ConLalns
lnformaLlon such as all user/agenL deLalls
admlnlsLraLlve seLLlngs and prlvlleges
W lnformaLlon from Lhe users AdmlnlsLraLor and
SysLem AdmlnlsLraLor are sLored ln Lhls
daLabase
nlCL AudlL
W ConLalns a record of acLlons ln Lhe sysLem for
use by Lhe AudlL 1rall ln 8uslness Analyzer lor
example agenL logln and reporL requesLs
nlCL CA
W ConLalns Audlo Analysls lnformaLlon
nlCL W
W 8equlred for use wlLh aLa MarL
W used Lo sLore Lhe cusLomlzaLlon daLa of user
deskLop
nlCL lnLeracLlon
W 1he lnLeracLlons daLabase SLores ldenLlfylng
lnformaLlon abouL each lnLeracLlon lor
example SLarL Llme and agenL l 1he acLual
recordlngs are sLored on Lhe Loggers 1hls
daLabase musL llnk Lo all Lhe oLher daLabases
for Cuery searches
nlCL 8S aLa
W 8equlred for use wlLh Lhe layback Server
nlCL CA
W 8equlred for use wlLh Coachlng and Cllps ln
Lhe 8uslness
W Analyzer
nlCL 8eporLer
W ConLalns lnformaLlon for Lhe 8eporLer
nlCL 8ules
W ConLalns lnformaLlon from Lhe 8ules Manager
nlCL SLorage CenLer
W 8equlred for use wlLh SLorage CenLer
layback Server
W 1hls ls a server Lhrough whlch user can llsLen
Lhe recoded call on a exerLlon
SLorage Server
W 1hls ls a server whlch sLores archlve daLa from
loggers
ay lour
8ackup Mechanlsm
W 1wo way
Archlvlng on 1ape drlve vla Logger
SLorage CenLer
Archlvlng SeLup (1ape rlve)
eflne Archlvlng CondlLlons
llnlsh
Archlve rlve vlew
CreaLlng SLorage CenLer 8ule
eflne 8ule
Schedule 8ule
eflne CondlLlons
SelecL SLorage
SysLem MonlLorlng
8un Cuery
C1l Analysls Audlo Analysls