Related Manuals for Nortel Contact Recording
Summary of Contents for Nortel Contact Recording
- Page 1 297-2183-961 Nortel Contact Recording Search and Replay User Guide Product release 6.01 Standard 2.0 October 2007...
- Page 3 Recording is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
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Page 4: Revision History
Revision history September 2007 Standard 2.0. The Product Release 6.01 issue of the Nortel Quality Monitoring Search and Replay User Guide reformatted according to Nortel guidelines. Nortel Contact Recording... -
Page 5: Table Of Contents
How to get help..........9 Software and documentation version numbering ..... . 11 Replaying Recordings Introduction. - Page 6 Contents Standard 2.0 Nortel Contact Recording...
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Page 7: Getting Started
C h a p t e r 1 Getting Started In this chapter About this guide How to get help Software and documentation version numbering Search and Replay User Guide... -
Page 8: About This Guide
Getting Started About this guide This document is the user guide for the Search and Replay application included in the Nortel Contact Recording System. Intended audience This guide is intended for anyone who needs to listen to recordings created with the Nortel Contact Recording System. -
Page 9: How To Get Help
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. - Page 10 To locate the ERC for your product or service, go to: http://www.nortel.com/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
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Page 11: Software And Documentation Version Numbering
October 2007 Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance. - Page 12 Getting Started Standard 2.0 Nortel Contact Recording...
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Page 13: Replaying Recordings
C h a p t e r 2 Replaying Recordings In this chapter Introduction Accessing the Application Finding Recordings Result Sets Playing Recordings Exporting Recordings Using “Call Sets” Search and Replay User Guide... -
Page 14: Introduction
Replaying Recordings Introduction Nortel Contact Recording creates audio files of calls that have occurred on your telephone system. Authorized users can search for and replay recordings of interest using the browser based application described here and shown in the following screenshot. - Page 15 October 2007 export recordings to a file use “Call Sets” to organise recordings This manual is intended for end users of the application. Instructions on how to manage, customize and configure the application are included in the Planning, Installation and Administration Guide. Search and Replay User Guide Replaying Recordings...
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Page 16: Accessing The Application
If in doubt, check with you system administrator. Logging In Nortel Contact Recorder supports two access schemes. It may be integrated with your Windows domain accounts or it may be using its own application accounts. Standard 2.0... -
Page 17: Setting A Password
October 2007 Windows Accounts If you have already logged on to a Windows account and the Nortel Contact Recorder is configured with your domain and user details, then you will be taken directly to the search and replay form. Local Application Accounts If your existing authentication is not recognized, you will be directed to the Nortel Contact Recorder’s login screen. -
Page 18: Logging Out
Click this link to access online help. Change Password This link is only visible if you logged into the application using a Nortel Contact Recorder account. Click it to change your password as described in “Setting a Password” on page 17. -
Page 19: Finding Recordings
October 2007 Finding Recordings Basic Search To find the recording(s) of interest to you, Enter the search criteria that define the recording(s) of interest. This must include a date/time range and can include any combination of other search filters shown in the left-hand pane. Click the Search button. - Page 20 Enter the duration as seconds or minutes and seconds (e.g. 80 and 1:20 are the same). DNIS This field shows the number (if any) passed in from the public network and used to route the call It is only present on inbound calls Standard 2.0 Nortel Contact Recording...
- Page 21 October 2007 Call ID This identifies the call and can be used to search for all recordings of a given call If a call is placed on hold, transferred or conferenced, multiple recordings can result. These will all be tagged with the same Call ID. Call Ids are recycled so you may need to combine this field with a narrow date/time range to ensure that the previous or next call to be assigned this ID is not included in your result set.
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Page 22: Result Sets
As the recorder makes a separate recording of each “segment” of a call it is often a requirement to find all recordings of a given call. This would include before and after transfers or hold and retrieve operations. Standard 2.0 Nortel Contact Recording... - Page 23 October 2007 To make this easier, the Call Id field is actually a hot-link. Click on this link to search for all recordings within 24 hours of this one that share the same call id – and hence are part of the same call. ATTENTION Search and Replay User Guide If your call IDs are being recycled faster than once a day...
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Page 24: Playing Recordings
The simplest way to start playing the audio is by clicking on the audio waveform shown. Click a little to the left of the start of the waveform if you want to play the recording from the beginning Standard 2.0 Nortel Contact Recording... - Page 25 October 2007 Click anywhere within the audio waveform to play from that point onwards. Replay Controls As your mouse moves over the replay control where the audio waveform is shown, a small control bar will pop up. You can use these buttons to skip backwards, play, stop and skip forwards respectively.
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Page 26: Exporting Recordings
Replaying Recordings Exporting Recordings The recordings held within the Nortel Contact Recorder system and streamed to your browser are deliberately kept in a format that is not immediately playable by anyone with Windows Media Player (or similar). You may be given the ability to export recordings to industry standard WAV files that are readily playable on most PCs. - Page 27 October 2007 Bulk Export If you have to export a large number of calls, it can be very time consuming to export a call at a time as described in “Single Call Export” on page 26. Instead, you can: Click on the check-box to the right of each call you wish to export. Tip: You can change pages or sort the results to find other calls within the result set.
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Page 28: Using "Call Sets
Result: The selected calls are added to the Call Set. Note: This does not actually copy or even retrieve the audio content of the recordings. It simply creates a cross-reference in the database between each recording and the call set. Standard 2.0 Nortel Contact Recording... - Page 29 October 2007 Retrieving Calls in a Call Set Click on the dropdown list in the Filter Pane labelled Call Set Select the Call Set of interest to you Ensure the date/time range covers the range of calls you require Clear any other filter settings unless you want to restrict the results further Click Search Result: The recordings in the call set and the date/time range specified will be shown on the right.
- Page 30 Replaying Recordings Standard 2.0 Nortel Contact Recording...
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Page 31: Troubleshooting
A p p e n d i x A Troubleshooting In this appendix Cannot access the Replay Web Page Cannot Log in Problems downloading ActiveX controls Red Cross on White Background Cannot Find Any Recordings Cannot Find Specific Recordings Cannot Play Recordings No New Recordings Playable Search and Replay User Guide... -
Page 32: Cannot Access The Replay Web Page
Try pinging the recorder Try accessing the page from a machine on the network that is closer to the Nortel Contact Recorder. For example: a. from the other side of any firewalls. b. on the same LAN if you are having problems with WAN access c. -
Page 33: Problems Downloading Activex Controls
Troubleshooting Ask the System Administrator to reset your password. Log in with a blank password and change your password when redirected to the Change Password page. Problems downloading ActiveX controls The first time you access the application, it will download two ActiveX controls to your PC. -
Page 34: Cannot Play Recordings
PCs; the problem is most likely at the client end. Request the problem call from different sub-nets, ideally working closer to the Nortel Contact Recording Server. Request the call from the recorder server's own browser. If this works and remote access does not, then the problem is likely to be in the network between server and clients. -
Page 35: No New Recordings Playable
Double-click on the icon in the system tray at the bottom right-hand corner of the screen to check that your PC's software volume controls are not set to mute or very low. Ensure you are not running any other programs that may be locking the sound card exclusively. - Page 37 Recording is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.