Nortel Quality Monitoring Installation Manual page 15

September 2007
The Nortel Quality Monitoring Server communicates with the Nortel
Contact Recording Server, requesting and receiving call recordings (audio)
which it stores locally. The Nortel Quality Monitoring Server also
communicates with the Nortel Quality Monitoring Agent, requesting and
receiving the screens captured during those calls; these files are also stored
locally. Call data and voice (audio) are stored in separate files.
Once a contact recording has been stored, users of the Nortel Quality
Monitoring Client can retrieve, replay and manage the contact data (both
screen and voice content). If a Nortel Call Recording Card (CRC) is
installed at the PBX, users can replay calls over the phone; they can also
monitor calls in progress (Live Monitoring). If the card is not installed, live
monitoring and phone replay is not available. By default, calls are replayed
through the PC speakers. When a user selects a call to replay, the AVI
Conversion Service merges that call's voice and data files to generate an
.AVI output file. The .AVI file is played back through the Client UI. Once
the .AVI has been generated for a call, it is stored and used whenever that
call is replayed
The Nortel Quality Monitoring Server runs as a service. This service, called
WitnessService, launches other background processes that run the Server-
Client and Server-Agent communications. The service also accesses the
Quality Monitoring database for agent information and call recording
"rules".
The Nortel Quality Monitoring Client includes a suite of applications. Some
applications are used for system and user configuration and maintenance;
others are designed for call review or agent evaluation. These applications
write directly to the Quality database.
The Nortel Quality Monitoring Agent includes the screen capture service,
called Capture Service, and an optional program, AIMtray.exe, that provides
the Agent Initiated Monitoring (AIM) capability. AIM enables the agent to
start and stop call (and screen) recording on demand. The application is
available from the user's system tray.
Installation Guide
Installation Overview
15