channel monitoring guide - rev. a1

��

��

��

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:

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.

Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0769-02 Rev. A1

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

For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:

EMEA Region: (Europe, Middle East, Africa)Tel: +972-9-775-3800Fax: +972-9-775-3000email: [email protected]

APAC Region: (Asia/Pacific)Tel: +852-8338-9818Fax: +852-2802-1800email: [email protected]

The Americas Region: (North, Central, South America)Tel: 1-800-NICE-611Fax: +720-264-4012email: [email protected]

Israel:Tel: 09-775-3333Fax: 09-775-3000email: [email protected]

For more information about NICE, visit www.nice.com

International Headquarters-IsraelTel: +972-9-775-3100Fax: +972-9-775-3070email: [email protected]

North AmericaTel: 1-800-663-5601Fax: +201-356-2197email: [email protected]

United KingdomTel: +44-8707-22-4000Fax: +44-8707-22-4500

GermanyTel: +49-(0)-69-97177-0Fax: +49-(0)-69-97177-200

FranceTel: +33-(0)1-41-38-5000Fax: +33-(0)1-41-38-5001

Hong-KongTel: +852-2598-3838Fax: +852-2802-1800

NICE invites you to join the NICE User Group (NUG).

Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.

Feedback

All queries, comments, and suggestions are welcome!

• If you have access to niceweb.nice.com, click here to open a feedback form

-or-

• Email: [email protected]

www.niceusergroup.org

http://niceweb.nice.com/sites/Technical_Writers_Documents/Lists/Feedback%20Form/NewForm.aspx

mailto:[email protected]

www.nice.com

1

Channel Monitoring

Contents

What is Channel Monitoring?..........................................................................................6Viewing Loggers/Channels in your System..................................................................6Viewing 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)

5

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.

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.

3. Click Refresh to see an updated list of loggers.

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).

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 .

Refresh Button

6 Chapter 1: 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 Description

Channel ID Displays the channel ID number.

Channel Type Displays an icon according to channel type:

• Digital

• Analog

• Invalid (unknown channel type)

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

RecordedDisplays the icon ( ) 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.




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.

Name Description



Playing Back a Recording

Playing Back a RecordingPlay 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.

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.

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).



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.

3. Click Save .

Monitoring Channel Activity in Real TimeYou 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: The maximum number of minutes you can enter is 1439 (24 hours).

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).



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:



Channel Status Description

Channel Status DescriptionThere 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:

Voice Logger - Telephony Related

The following are Voice Logger - telephony related channel statuses:


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.


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




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 Synchronization

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

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


