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Nortel Proprietary
7 Call Recording
7.1 Introduction
Nortel Remote Agent Observe has a call recording capability available when used
as part of a SCCS call centre (running SCCS v4.2 or greater).
The call recording facility is configurable on a per-observer basis, so each
individual observer can be set up to record their calls to different FTP directories or
even different FTP servers, if so desired by the administrator.
For each observer for whom call recording is configured, all observed calls will be
recorded on an individual basis, thus providing the observer with a complete
distinguishable record of all that they listened to. For example, if an observer
decides to observe by agent ID, each call which is observed for that specific agent
during this period will be recorded to a separate call recording file on the FTP
server.
Only observed calls will be recorded.
7.2 Call Recording Configuration and Operation
Call recording is enabled on a per observer basis. If enabled calls being observed
are automatically recorded and stored at an external location.
To enable call recording, the FTP details required to transfer the recording to an
external server are entered by the administrator when creating or modifying the
observer's account from the Browser User Interface (BUI). For more information
on this see section 5.4: "Creation of Observer Accounts".
If call recording is enabled for a specific observer, when the observer dials into the
TUI and starts an observation (see section 6.5: "Observer TUI Menu" for more
information), recording also begins on that call. The recordings are stored in local
buffer files and are transferred to the external FTP server every twenty seconds.
When the call is completed and observation stops, recording also ends.
7.3 Call Recording File Format
The call recording file is stored on the external FTP server as a SUN Audio file
(with .au file extension). This format is compatible with Windows Media Player.
The filename allows the observer to distinguish between various recorded calls.
It contains the observers User ID, the date of the observation and the time of the
observation. Figure 43 and Figure 44 below show the make-up of the call recording
filename.
Nortel Remote Agent Observe supports both American and European date formats
(see Date Format, section 5.3: "Configuring the Card"). Depending on the date
format the filename will be different.
Figure 43 and Figure 44 below show the call recording filename for a call recorded
by Observer 1015 on July 1
st
, 2004.
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