Getting Started; Overview; Who Should Read This Guide; About Nortel Remote Agent Observe - Nortel Observe User Manual

1 Getting Started

1.1 Overview

The Nortel Remote Agent Observe Planning, Installation and Administration
Guide will provide step-by-step instructions you must perform to complete the
installation and administration of Nortel Remote Agent Observe.

1.2 Who should read this guide

This guide is intended for
Nortel installers and distributors who are responsible for installing Nortel Remote
Agent Observe.
Administrators who are responsible for monitoring and maintaining Nortel Remote
Agent Observe.

1.3 About Nortel Remote Agent Observe

Nortel Remote Agent Observe allows supervisors and observers to remotely
observe and record agent calls without having to install any physical equipment at
the observer's location.
Nortel Remote Agent Observe allows for observation by agent specific parameters
such as Position ID and Agent ID as well as observation by Symposium Call
Center Server parameters (SCCS) such as skillset ID, DNIS, Application ID and
CDN.
Nortel Remote Agent Observe is specifically designed to operate with SCCS
versions 4.2, 5.0 and later. It can be deployed in non-SCCS call centers and with
earlier SCCS versions, but in these cases only observe by position ID functionality
is available and call recording is not supported.
Call Centre Type
Observe
Functionality
Available
Call Recording
Supported

1.4 SCCS versions previous to version 4.2

Nortel Remote Agent Observe requires the RSM stream from the SCCS server in
order to allow for observation by Agent ID, skillset ID, DNIS, Application ID and
CDN.
Planning, Installation and Administration Guide
SCCS 4.2 SCCS 5.0
Agent ID Position ID
Skillset ID Agent ID
Skillset ID
DNIS
Application ID
CDN
Yes

Table 1 Call-Centre Observation Parameters

Non SCCS (including pre-
release 4.2 SCCS servers)
Position ID
Yes
Nortel Proprietary
No
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