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Nortel Quality Monitoring User Manual

Product release 6.01
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297-2183-955
Nortel Quality Monitoring
Server Infrastructure Guide
Product Release 6.01
Standard 3.0
September 2007

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Summary of Contents for Nortel Quality Monitoring

  • Page 1 297-2183-955 Nortel Quality Monitoring Server Infrastructure Guide Product Release 6.01 Standard 3.0 September 2007...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring 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.

  • Page 4: Revision History

    Revision history September 2007 Standard 3.0. Nortel Quality Monitoring Server Infrastructure Guide is up-issued to support Product Release 6.01. March 2007 Standard 2.0. Nortel Quality Monitoring Server Infrastructure Guide is released. November 2006 Standard 1.0. Nortel Quality Monitoring Server Infrastructure Guide is released.

  • Page 5: Table Of Contents

    Software and documentation version numbering ....11 Introduction Benefits of Nortel Quality Monitoring ......14 Nomenclature and Hardware Nortel Quality Monitoring implementation .
  • Page 6 Contents Standard 3.0 Nortel Quality Monitoring...

  • Page 7: Getting Started

    C h a p t e r 1 Getting Started In this chapter Intended audience How to get help Software and documentation version numbering Server Infrastructure Guide...

  • Page 8: Intended Audience

    This guide is designed to be used by system administrators or anyone involved in Server component configuration. Additional references The following guides contain additional information you might find helpful. Installation Guide Administration Guide Evaluations Guide Graphing and Reporting Guide Standard 3.0 Nortel Quality Monitoring...

  • Page 9: Getting Help From The Nortel Web Site

    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: Getting Help Through A Nortel Distributor Or Reseller

    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.

  • Page 11: Software And Documentation Version Numbering

    September 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 3.0 Nortel Quality Monitoring...

  • Page 13: Introduction

    C h a p t e r 2 Introduction In this chapter Benefits of Nortel Quality Monitoring Server Infrastructure Guide...

  • Page 14: Benefits Of Nortel Quality Monitoring

    Intelligent recording provides recordings that can be triggered through rich CTI integration to an automated call distributor (ACD) or predictive dialer. The Nortel Quality Monitoring solution possesses such powerful CTI capabilities, that recording-initiating events can be customized by using our open application programming interfaces (APIs).
  • Page 15 After-call work recording leverages the strong data capture component of the Nortel Quality Monitoring solution. By identifying all areas of the call in which agents need help, including wrap-up, contact centers can significantly enhance their effectiveness.
  • Page 16 Introduction Standard 3.0 Nortel Quality Monitoring...

  • Page 17: Nomenclature And Hardware

    C h a p t e r 3 Nomenclature and Hardware In this chapter Nortel Quality Monitoring implementation Server Infrastructure Guide...

  • Page 18: Nortel Quality Monitoring Implementation

    IP address, and must be able to reach all agent workstations by way of ping. Installers have flexibility on where to deploy the Nortel Quality Monitoring Server in the enterprise environment. Data capture response times will fluctuate in direct correlation to the average packet delivery times provided by the network segments traveled.
  • Page 19 DNS or WINS server to resolve all hostnames. The Nortel Quality Monitoring application can resolve host names as long as the server on which it is installed can reach the agents’ PCs by way of ping.
  • Page 20 Nomenclature and Hardware Standard 3.0 Nortel Quality Monitoring...

  • Page 21: Server Configuration

    C h a p t e r 4 Server Configuration In this chapter Nortel Quality Monitoring Server as a service Running in Console Mode Shutting down the system Server executables Server Infrastructure Guide...

  • Page 22: Nortel Quality Monitoring Server As A Service

    Server Configuration Nortel Quality Monitoring Server as a service The Nortel Quality Monitoring Server is controlled by a Windows-type service, named WitnessService. Upon installation, this service is configured to run automatically upon startup of the Server, and to shut down automatically when the Server is shut down.

  • Page 23: Running In Console Mode

    September 2007 Running in Console Mode The Nortel Quality Monitoring Server may be run in Console Mode, which is generally used only for diagnostic and debug purposes. Note: To run in this mode, the Service Mode must be disabled. Starting the server in console mode 1 Double-click on the KERNEL.EXE program in the Server folder.
  • Page 24 Note: All of the above processes start in their own window unless otherwise stipulated in the process.ini file. Note: Minimize all of these windows leaving them active on the task bar at the bottom of the screen. Standard 3.0 Nortel Quality Monitoring...

  • Page 25: Shutting Down The System

    1 Select the Kernel icon located on the task bar at the bottom of the screen. Note: Stop the WitnessService if running in Service Mode. For more information, see “Nortel Quality Monitoring Server as a service” on page 2 Press the letter Q. All of the processes begin to quit or shutdown.

  • Page 26: Server Executables

    Server Configuration Server executables KERNEL.EXE multiplexes The Nortel Quality Monitoring Kernel initially handles all requests for voice and data monitoring, using the other Nortel Quality Monitoring server executables as processes to manage hardware requests and file handling tasks. When you select the Nortel Quality Monitoring Server icon, the Kernel initializes automatically.
  • Page 27 VOXMAN.EXE – voice manager Voxman is the primary executable to manage all voice channel operation and use. When called upon by the Nortel Quality Monitoring Kernel, Voxman attempts to initialize each voice channel individually and report status. If Voxman is unsuccessful at initializing all channels, a likely cause is complete connectivity failure.
  • Page 28 These events include Logon, Logoff, Alerting, Begin Call, and End Call. These events are parsed and sent to the Filter for further action. SIUMAN.EXE is a portal for events to be passed to Nortel Quality Monitoring. All decisions relating to the recording of calls are made by the Filter.

  • Page 29: Server Software Architecture

    C h a p t e r 5 Server software architecture In this chapter: Configuration settings in the Server.ini Configuration settings in the Process.ini Configuration settings in the Voice.ini Voice channel distribution Server Infrastructure Guide...

  • Page 30: Server.ini

    Server software architecture Server.ini Note: If you make a change to the server.ini, process.ini, or voice.ini files, you need to restart the kernel. Refer to “Nortel Quality Monitoring Server as a service” on page 22 for information about restarting the kernel. #----------------------------------------------------------------------- Filename SERVER.INI...
  • Page 31 LogonAgent LogonKey LogonDisplay UseCTI : MakeCallWait Server Infrastructure Guide Server software architecture Name of INI file for voice subsystem. [VOICE] The amount of time (in ms) that a channel must remain on-hook before it can be reused. Delay time (ms) of comma when used in...
  • Page 32 Timer for replay (msecs). Regular FF & REW skip interval (secs). Fast FF & REW skip interval (secs). Maxium amount of silence allowed for monitor session (secs). To ignore, set to -1. Timeout for supervisor to answer (msecs). Standard 3.0 Nortel Quality Monitoring...
  • Page 33 Each path should be delimited by a ';' By convention the first path is used for all new journal files. Path for recorded voice files. This key can specify multiple paths and drives. Each path should be delimited by a ';' Server software architecture...
  • Page 34 Server software architecture ArchivePath RestorePath LogPath AVIPath #------------------------------------------------------------------------- [Paths] JournalPath=C:\Journals\ VoicePath=C:\Journals\voice ArchivePath=C:\Archive\ RestorePath=C:\Restore\ LogPath=D:\Program Files\Nortel\Nortel Quality Monitoring Server\Logs #------------------------------------------------------------------------- Section DeviceManager Keys Trace Debug GuiCapture GuiCaptureTS #------------------------------------------------------------------------- [DeviceManager] Trace=0 Debug=1 GuiCapture=1 GuiCaptureTS=1 GuiCaptureNAT=1 #------------------------------------------------------------------------- Section AgentDevice Keys Trace Debug PollRate...
  • Page 35 Debug level log flag (0=off 1=on). Max Transit Units for capture. Poll rate for screen capture (msecs). Maxium file size. TCP port to listen for connections. Write to log flag (0=off 1=on). Debug level log flag (0=off 1=on). Server software architecture...
  • Page 36 This is the system-wide setting for enabling monitor blocking (non-zero is enabled) Agent initiated recordings, in minutes. 0 disables this timer. Path to the voice prompt VOX file. extract agent information. 1 - Agent information obtained Standard 3.0 Nortel Quality Monitoring...
  • Page 37 #------------------------------------------------------------------------- [BUSRULES] CDOElementTypes=Call ID,First Name,Last Name,Zip Code,Account Number BufferFlush=15 Server Infrastructure Guide Server software architecture using Terminal extension rather than PhoneDef during filter events. e.g. BeginCall, EndCall events etc. QA (default) - QA monitoring. Recorder - 100% voice only recording.
  • Page 38 Period to warn users. EVERY n MINUTES. Specify criteria for event log maintenance: FILES OLDER-THAN n DAYS Polling for event log maintenance process: EVERY n MINUTES. Specify criteria for purging AVI files. Defaults to PurgeCriteria. Standard 3.0 Nortel Quality Monitoring...
  • Page 39 The server must be configured to support email. The default is 0. A list (up to 400 long) of email addresses separated by appropriate mail system delimiter. Example: PagerEmail=5551234@skytel.com An email address (up to 40 characters) of support. Server software architecture...
  • Page 40 0 to ignore outbound calls set to 1 to only allow calls with DNIS matching entries in SIU DNIS table number of digits in DNIS Use only if PBX does not send logon or Standard 3.0 This Nortel Quality Monitoring...
  • Page 41 ID and extension are same if logon event doesn't provide agent ID monitor position ID instead of DN set to 1 for Nortel Meridian set to 1 to use Lucent Witness98 CMS report for agent logon/logoff set to 1 to have wrap up event (after call...
  • Page 42 Service name of TSAPI server TSAPI login ID TSAPI login password sent at startup to avoid congestion on TServer. Default = 250 (ms) sent at startup to avoid congestion on TServer. Default = 5 (ms) (QA 28754) Standard 3.0 Nortel Quality Monitoring...
  • Page 43 Number of connections for WADLD to initiate (default if not specified is 0). Hostname or IP address of the Xth host to connect to (X is 1 based) TCP port of the Xth host to connect to Server software architecture...
  • Page 44 1 indicates to log call detail messages to the screen 1 indicates to log call debug messages to the screen frequency in seconds the SIU will send a heartbeat to the GeoTel to check connectivity Standard 3.0 Nortel Quality Monitoring...
  • Page 45 1 indicates Microsoft MAPI (i.e., Microsoft Outlook or Microsoft Exchange) 2 indicates VIM Systems (i.e., Lotus Mail Systems) 10 indicates SMTP/POP (i.e., Internet Based Mail Systems) 0 or leave blank indicates all others Set to 1 to display only file names. Server software architecture...
  • Page 46 While operating, the amount of time to wait for a specific mutex guarding the agent state tables. Do not alter this value unless prompted by the AGNTSTAT.LOG (value in milliseconds). PortNumber where CMSSIU listens for CMS Connections Event) Standard 3.0 Nortel Quality Monitoring...
  • Page 47 Debug=0 Detail=0 [WitsSIU] Servername=\\PSUDHARAM Port=3080 Server Infrastructure Guide Server software architecture 1 indicates to log call detail messages to the screen 1 indicates to log call debug messages to the screen 1 indicates to log call detail messages to the screen...

  • Page 48: Process.ini

    <exe_type> PROCESS SESSION <progam> <option> TRACE DEBUG TRACE DEBUG TRACE DEBUG TRACE DEBUG TRACE DEBUG TRACE DEBUG TRACE DEBUG Runs as child to KERNEL.EXE Runs separate from KERNEL.EXE Program name. Write to log. Enable debugging. Nortel Quality Monitoring Standard 3.0...

  • Page 49: Voice.ini

    September 2007 Voice.ini # VOICE INITIALIZATION FILE FOR QUALITY SERVER CHANNEL: 0 CS 12 12 TRACE DEBUG Server Infrastructure Guide Server software architecture...

  • Page 50: Voice Channel Distribution

    Add a DWORD value KeepAliveTime and set it to 5000. Note: This is needed to support TCP/IP keep-alive functionality. Note: This registry setting is to be applied only for the Server, not the Client (supervisor) stations. Standard 3.0 Nortel Quality Monitoring...

  • Page 51: Database Structure

    C h a p t e r 6 Database Structure In this chapter: Database Server function Nortel Quality Monitoring internal database structure Database relationships Server Infrastructure Guide...

  • Page 52: Database Server Function

    Database Server function All Nortel Quality Monitoring application functions are controlled by database tables enabled by way of the Nortel Quality Monitoring Kernel and Microsoft SQL Server. The list of these functions includes the following: All administrative functions (agent, terminal, department, and so on)

  • Page 53: Nortel Quality Monitoring Internal Database Structure

    The following table is called AGENT. This table is a collection of all of the agents that Nortel Quality Monitoring will monitor. It uses information from the TERMINAL, TEMPLATE, DEPARTMENTS, and USERID tables:...
  • Page 54 Quality Monitoring server maintains this data. Count of how many calls have been randomly monitored so far. This field is read-only for Nortel Quality Monitoring users. The Nortel Quality Monitoring server maintains this data. This is the last date that the...
  • Page 55 LASTTIME datetime 8 The following table is in index format: AGENT (unique)A AGENTLINK SUPERLINK The following table is called USERID. This table contains information about the supervisors who use Nortel Quality Monitoring: Field Name Type LOGON_ID Varchar PASSWORD Varchar NAME...
  • Page 56 String that represents the group number. Unique number associated with this department or identified group of agents (call bucket). Ascending Description Unique number associated with supervisor for this user. Customer use comments. Specified by customer. Nortel Quality Monitoring Standard 3.0...
  • Page 57 September 2007 The following table is called SCHED. This table controls automatically scheduled recording of calls. It holds a maximum of 31 records: Field Name Type Varchar AGENTNAME SCHEDLINK STARTTIME datetime STARTDATE ENDTIME datetime ENDDATE Varchar SDSTRING Varchar Server Infrastructure Guide Size Required Description...
  • Page 58 DD is the day NNNN is the minutes since midnight. Unique number associated with supervisor of this agent. Unique number associated with agent being monitored. Ascending Ascending Ascending Size Required Description Name of the template. Standard 3.0 Nortel Quality Monitoring...
  • Page 59 September 2007 Field Name Type TEMPLINK AVERAGE smallint NUMBER smallint The following table is in index format: TEMPLINK (unique) The following table is called TERMINAL. This table specifies the workstations that can be used to define agents: Field Name Type TERMINAL Varchar TERMLINK...
  • Page 60 DECIMAL2 Smallint DECIMAL3 Smallint DECIMAL4 Smallint DECIMAL5 Smallint HEX1 Varchar HEX2 Varchar HEX3 Varchar HEX4 Varchar HEX5 Varchar ROW1 Smallint ROW2 Smallint ROW3 Smallint ROW4 Smallint ROW5 Smallint COLUMN1 Smallint COLUMN2 Smallint Size Required Description Standard 3.0 Nortel Quality Monitoring...
  • Page 61 September 2007 Field Name Type COLUMN3 Smallint COLUMN4 Smallint COLUMN5 Smallint The following table is in index format: TERMINAL (unique) TERMLINK The following table is called CONTROL. This table defines the controllers in use within the network that must be addressable for dumb-terminal monitoring.
  • Page 62 Unique number associated with supervisor being mapped to the department below. Unique number associated with department to which above supervisor is being linked. Ascending Size Required Description Unique number associated with agent being mapped to the department below. Standard 3.0 Nortel Quality Monitoring...
  • Page 63 September 2007 Field Name Type DEPTLINK The following table is in index format: TEMPLINK (unique) Server Infrastructure Guide Size Required Description Unique number associated with department to which above agent is being linked. Ascending Database Structure...

  • Page 64: Database Relationships

    SUPRDEPT SUPERLINK Note: Not all links are shown. TEMPLATE TEMPLATE TEMPLINK TERMINAL TERMINAL TERMLINK REFRNCE DEPTS DEPTS DEPTS DEPTS USERID USERID LOGON_ID LOGON_ID PASSWORD PASSWORD NAME NAME Standard 3.0 SCHED AGENTNAME SCHEDLINK STARTTIME STARTDATE ENDTIME ENDDATE SDSTRING Nortel Quality Monitoring...

  • Page 65: Index

    Index agent data linking AGENT table displayed AGENTDEV.EXE AGNTDEPT table displayed ANALOG.EXE connectivity contact centers what they can do CONTROL table displayed data capture database relationships illustrated Database Server function of DEPTS table displayed DEVMAN.EXE E1.EXE Server Infrastructure Guide files Voice.ini Filter and random monitoring...
  • Page 66 TEMPLATE table displayed TERMINAL table displayed USERID table displayed USERMAN.EXE voice channels communication distribution described initialization by Voxman operation Voice.ini displayed VOXMAN.EXE Windows Services control utility accessing Witness Kernel startup screens (illus.) WitnessService starting and stopping Nortel Quality Monitoring Standard 3.0...
  • Page 68 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring 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.

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