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Nortel Viewer User Manual

Nortel Viewer User Manual

Nortel viewer software: user guide
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297-2183-965
Nortel Viewer

User Guide

Product Release 6.01
Standard 2.0
September 2007

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  • Page 1: User Guide

    297-2183-965 Nortel Viewer User Guide Product Release 6.01 Standard 2.0 September 2007...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Viewer 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 2.0. Nortel Viewer User Guide is up- issued for Product Release 6.01. March 2007 Standard 1.0. Nortel Viewer User Guide is released. November 2006 Nortel Viewer User Guide reformatted according to Nortel guidelines. Nortel Viewer...

  • Page 5: Table Of Contents

    About Viewer ........
  • Page 6 Managing user replay restrictions....... . 71 Copying Viewer User Replay Restrictions ......72 Understanding Export Formats Introduction.

  • Page 7: User Guide

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

  • Page 8: Intended Audience

    Link to Latest software Latest documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.

  • Page 9: Getting Help Through A Nortel Distributor Or Reseller

    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: 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 11: Introduction

    C h a p t e r 2 Introduction In this chapter: About Viewer Logging In Finding your way around How to use Help User Guide...

  • Page 12: About Viewer

    Introduction About Viewer Viewer is a web-based browser application that allows you to replay recorded contacts, such as telephone interactions. Viewer enables you to: Search the calls database for calls you want to replay. Tailor your search to use any date and time range.

  • Page 13: Logging In

    September 2007 Logging In When you start Viewer, you may be prompted to enter a User Name and Password. These are the same as the credentials you use to log on to your network. User Guide Introduction...

  • Page 14: Finding Your Way Around

    Finding your way around The application window consists of the following elements: Shortcuts Queries Results Call Viewer Shortcuts The Shortcuts pane contains icons, which are shortcuts to a pre-defined query. These are useful for quickly running queries. You will not necessarily have a shortcut icon for every query, perhaps just for those queries you use most frequently.

  • Page 15: Call Viewer

    Call Viewer The Call Viewer pane is displayed directly beneath the Results pane. It is made up of the following elements: Energy Envelope — The energy envelope displays the waveform of the call that is being replayed.

  • Page 16: How To Use Help

    Where you see a word that is highlighted, you can usually click it to bring up more information. This will either be in the form of a pop-up or a link to another help topic. Click Related Topics to find links to other relevant help topics. Standard 2.0 Nortel Viewer...

  • Page 17: Searching For Calls

    C h a p t e r 3 Searching for calls In this chapter: Searching for calls Viewing search results Sorting calls Printing results E-mailing calls User Guide...

  • Page 18: Searching For Calls

    Run a query — The queries available to you will appear in the queries panel. Execute a shortcut — If there is a shortcut for the query you want to run, click the shortcut icon in the shortcuts panel. Standard 2.0 Nortel Viewer...

  • Page 19: Viewing Search Results

    September 2007 Viewing search results Search results are displayed in the Results pane. The Results pane is divided into two tabbed pages, one showing summary details of the calls listed and the other giving full details for an individual contact. Calls returned by the search are listed on the Summary page.

  • Page 20: Sorting Calls

    2 When you see the hand symbol, click once to sort in ascending order, and click again to sort in descending order. Standard 2.0 Nortel Viewer...

  • Page 21: Printing Results

    September 2007 Printing results You can print your search result list or the details of an individual call, using the following procedure. 1 Ensure you are displaying the view you want to print. 2 Click the printer icon. A new window opens and displays what will be printed.

  • Page 22: E-Mailing Calls

    Details page. 3 Type the name of the recipient and click Send. 4 The call details will now be sent to the recipient. 5 You can also e-mail saved calls. See “E-mailing calls” on page 22. Standard 2.0 Nortel Viewer...

  • Page 23: Replaying Calls

    C h a p t e r 4 Replaying calls In this chapter: Call Viewer Energy Envelope Time information Replay control buttons Replaying calls Saving and exporting calls Replaying screen captures User Guide...

  • Page 24: Call Viewer

    Time information Viewer displays information about a call's duration to the left of the replay control buttons. It indicates three times when possible: How much of the call has elapsed...

  • Page 25: Replay Control Buttons

    The last setting — the time you started replaying the call — appears to the right of the other times. All times display as hh:mm:ss. Replay control buttons The replay control buttons appear at the bottom of the Call Viewer pane and are used to control call replay. User Guide...

  • Page 26: Calls Recorded On Separate Channels

    You will see each speaker represented in a different color on the call viewer. This enables you to view the interaction of the voices, highlighting areas of concern, for example, both callers speaking at once.

  • Page 27: Replaying Calls

    You can use call control buttons to play, pause and stop a call, and to adjust the volume (see “Call Viewer” on page 15 for more information). When the call has finished it will appear in the Summary page with a pale highlight.

  • Page 28: Saving And Exporting Calls

    5 Give the file a name, for example call1.wav, and click Save. 6 You can now attach the .wav file to an email or save it to disk. Note: This functionality is only available to advanced users, and not available to standard Viewer users. Standard 2.0 Nortel Viewer...

  • Page 29: Replaying Screen Captures

    3 The method of replay depends on whether there is audio with the screen capture. Refer to Call Viewer for help with the Energy Envelope. Screen capture without audio A separate window opens and the screen activity that was recorded is replayed.
  • Page 30 For example, periods of silence may correlate with high levels of screen activity and vice versa. This might suggest a call where information is retrieved from the computer then verbally relayed to the caller. Standard 2.0 Nortel Viewer...

  • Page 31: Queries

    C h a p t e r 5 Queries In this chapter: About queries Building a query Query toolbar Query wizard Creating queries Shortcuts User Guide...

  • Page 32: About Queries

    Some queries may prompt you for further information; for example to specify a date range if this is one of the search parameters. Note: To create and edit queries, using the query wizard, you must be a user with Viewer and Build Query rights. Standard 2.0 Nortel Viewer...

  • Page 33: Building A Query

    September 2007 Building a query Users with the role of Query Builder can create new queries for use by other users. Queries are created using a combination of the query toolbar buttons and the query wizard. Building a query involves the steps listed below. 1 Click the New Query button on the query toolbar.

  • Page 34: Query Toolbar

    If you need a reminder of what any of the buttons do, then hover the cursor over the button on the toolbar and a text pop-up will tell you its name. Standard 2.0 Nortel Viewer...

  • Page 35: Query Wizard

    EyrBSQueryTemplateGenerator.exe. For detailed instructions for creating the query template, please see the Viewer Installation Guide. You must select a template that the new query is to be based on. This determines the fields that are available when setting filter restrictions in the next step.
  • Page 36 The system maximum is 1000. To add your own query icons for selection here, copy them to the images/shortcuts folder, which can be found in the location where the application is installed. Standard 2.0 Nortel Viewer...

  • Page 37: Creating Queries

    September 2007 Creating queries The following queries are relative to the time at which the query is executed: Last 10 calls Today's calls Calls by agent Calls by a specific agent Last 10 calls This query searches for the last 10 calls made relative to the time the query is run.
  • Page 38 Jill,Peter,Heather,Mark 4 Complete the remaining steps as per your requirements. 5 Click Finish to save the query to your Draft Queries folder, where you can run it to ensure it produces the expected results. Standard 2.0 Nortel Viewer...
  • Page 39 September 2007 Calls by a specific agent If you wish to run the same query separately for each agent within a team, this query will help you to do that more efficiently using the operator must be one from list. When running this query you will be prompted to select the agent you want to search on, running the same query each time.

  • Page 40: Filter Fields

    The next 9 digits are the serial number of the call. This allows you to identify or track the recorder platform and the individual call recorder that recorded the call. Standard 2.0 Frequently used for queries Nortel Viewer...
  • Page 41 This data may be generated when a call is transferred from one agent to another. Search & Replay (ViewerX) uses these fields more often than Contact Viewer. See First Party Agent ID = Login ID May show the ACD queue number.
  • Page 42 8k. Shows the type of recorder platform call is coming from IP or TDM. This field is only relevant if there are multiple recorders. INum repeated Item modified date Standard 2.0 Frequently used for queries Limited Nortel Viewer...
  • Page 43 September 2007 Field name SC Index SC Data SC Duration SC Started At SCPC Name SC User Name Item Modified Date Time User Guide Definition Future data field for Screen Capture (not with QM systems) Bulk compliant screen capture for systems other than QM systems.

  • Page 44: Data Types

    Hours, minutes and seconds are all optional - a simple date would be 2007- 12-31. You can specify a default date that can be changed by the user if required. This is done by selecting the User can change value check box when setting the filter. Standard 2.0 Nortel Viewer...

  • Page 45: Date Functions

    September 2007 Date functions You can include date functions in a query that denote a date value that is relative to the time the query is executed. For example, you can create a query that always searches for contacts occurring within the last week, without the need to edit the query or enter new date values every time you run it.

  • Page 46: Operators

    Not equal to In range Containing Like Can be any from list Must be one from list Equal to Use this operator to search for calls with a specific value for that field. Data Type: String, numeric, boolean Standard 2.0 Nortel Viewer...
  • Page 47 September 2007 Example All calls where the caller name field is equal to Peter Smith: Field Agent At Least Use where you want a specify a minimum value for a field. If you are entering a date/time value, the format is as follows: Data Type: numeric, dateTime Example All calls where duration of call is equal to or greater than 60 seconds:...
  • Page 48 This search will return calls where the Start Date is between October 1 2007 and October 31 2007, inclusive. Containing Use to search for a value within a field. Suitable for string fields. Data Type: string Operator Not Equal to Operator In Range Standard 2.0 Value Peter Smith Value 2007-10-01,2007-10-31 Nortel Viewer...
  • Page 49 September 2007 Example All calls made by agents called Pete: Field Agent This query will return calls made by Pete, Peter, Peter Smith, Peter Jones, and so on. Like You may use wildcards with this operator, specifying just part of the value required.
  • Page 50 This label will be presented to the user when selecting from the drop down list. See example, below. Data Type: string, numeric Operator Can be any from list Standard 2.0 Value Jill, Mark, Heather, Peter Nortel Viewer...
  • Page 51 September 2007 Example The same query is run regularly, but searches on a different agent each time. Rather than create a separate query for each agent, you simply list the agents to select from each time the query is run: Field Agent When you run this query you will be prompted to select which of these...

  • Page 52: Shortcuts

    A shortcut provides a way of executing a search with one mouse click. Shortcuts appear as icons in the Shortcuts pane. Click the appropriate shortcut icon to run that search. Creating a shortcut is one of the options when defining a query using the query wizard. Standard 2.0 Nortel Viewer...

  • Page 53: Audit

    C h a p t e r 6 Audit In this chapter: Audit overview Audit queries Event details Results User Guide...

  • Page 54: Audit Overview

    All Events Today — Returns data on all events occurring on the day the query is run. User in Period — Returns data on events occurring for a specific date/ time range and a particular user, both of which are specified by you. Standard 2.0 Nortel Viewer...

  • Page 55: Event Details

    September 2007 When you run this query you will be prompted to specify the date/time range and the login name of the user you want to view events for. Event type in period — Returns data on particular events occurring within a specified date/time range.

  • Page 56: Results

    To view all the properties of an individual event in the Details tab: 1 Click the event you wish to view details for. 2 Click the Details tab. The properties are as follows. Property — Name of the property shown. Value — Value for this property. Standard 2.0 Nortel Viewer...
  • Page 57 September 2007 Note: Where there are additional parameters for an event these will also be displayed, shown as Parameters 1 to 10. User Guide Audit...
  • Page 58 Audit Standard 2.0 Nortel Viewer...

  • Page 59: Administration

    C h a p t e r 7 Administration In this chapter: Administration overview Adding, editing and deleting a system Capture Platform information Managing user replay restrictions User Guide...

  • Page 60: Administration Overview

    1 In the Administration tab, click the LocationsInfo query under the Locations node. 2 Click Add at the bottom of your screen. 3 Enter a name and description for the new location. 4 Click OK to save or Cancel to exit without saving. Standard 2.0 Nortel Viewer...
  • Page 61 For example, you may have all your standard users of the Viewer application in a group called Viewer Users. These users will all inherit the attributes of the Viewer Users role and share the same level of access to the application.
  • Page 62 Administration Users To list all users of a role, click the Users branch. Standard 2.0 Nortel Viewer...

  • Page 63: Systems

    The systems you may need to add are: Archive, AudioServer, Media Trader, Contact Platform Database and Unify. Viewing systems information You can view information about the systems added to Viewer by doing one of the following: Clicking on the Systems info shortcut.
  • Page 64 Server Database Location Systems details The following are the systems you can add to Viewer: Archive Archive is a component of the ContactStore platform, used to archive recorded contacts directly onto storage systems, allowing records to be archived and retrieved electronically via the network.

  • Page 65: Adding, Editing And Deleting A System

    Platform node. Adding, editing and deleting a system To Add a system, do the following: 1 Open Viewer and click the Administration tab. 2 The URL is the server name plus /Witness, for example: http://<server name>/Witness 3 Do one of the following: Expand the Administration node on the tree, and then expand Systems Info.
  • Page 66 2 Alter as required, then click OK. The page will be refreshed and display the new details. Deleting a system On the Systems Info page, click to highlight the system required, then click Delete. The page will be refreshed and display the new details. Standard 2.0 Nortel Viewer...

  • Page 67: Capture Platforms

    Other Recorder — Select this capture platform when Nortel Contact Recording is installed. TDM Recorder — This is a time division multiplexing (TDM) recording system. Each occurrence of a Capture Platform must to be added to Viewer via the Administration tab. User Guide Administration...

  • Page 68: Adding Capture Platforms

    OK. Ensure you type in the details of the new Capture Platform correctly, as Viewer will not verify these details when they are added. You will only be advised the details are incorrect, when Viewer attempts to retrieve call details from a Capture Platform and is unsuccessful.

  • Page 69: Capture Platform Information

    Capture Platform information When you select the Capture Platform Type that you want to use with Viewer to store calls, you must specify the following information: Capture Platform Name — Type the name of the capture platform. For ContactStore platforms, type the 6-digit serial number.
  • Page 70 Other Recorder Port URL Path Description This address is the IP address of the computer on which Adapter is installed. 8080 adapter/replay Not currently supported by ContactStore SC. Not currently supported by ContactStore SC. 8080 /replay Standard 2.0 Nortel Viewer...

  • Page 71: Managing User Replay Restrictions

    Manage user replay restrictions to create, edit, or delete the replaying and live-monitoring capabilities of calls on particular extensions according to security level and recording settings. Replay restriction management includes viewing user replay restrictions for a selected Viewer, creating, editing, and deleting user replay restrictions, and exporting and importing replay restrictions.

  • Page 72: Copying Viewer User Replay Restrictions

    Copying Viewer User Replay Restrictions Copy Viewer User Replay Restrictions to pass replay restrictions from one Viewer to one or more others. The copy of replay restrictions is available only for copying between Viewers. To use this feature, you must have View Installation and Configure Viewer privileges on the target recorders for the Viewer copying process to be successful.
  • Page 73 September 2007 Viewing User Replay Restrictions View user replay restrictions for a selected Viewer to see a summary of users and the call replay restrictions that apply to them. Because the number of user replay restrictions can be large (if there are many extensions), you can use page navigation tools to click through pages or you can find users, as described in “Finding Users”...
  • Page 74 Enabled Shows (if checked) if the user’s login account is enabled or disabled (if not checked). If not checked, this means the user cannot use the Viewer because they do not have a valid login account. Replay Shows the type of user replay restrictions to be associated...
  • Page 75 You are given the option to delete the replay restrictions for the current Viewer and other Viewers. Click Copy to copy a selected user replay restriction(s) to another Viewer as described in “Copying Viewer User Replay Restrictions” on page 72. Updating User Replay Restrictions Update user replay restrictions to create a new user replay restriction, edit an existing user replay restriction, or delete a selection.
  • Page 76 Full Name Description Enter the name of the domain or PC to which the selected user belongs while using the selected Viewer Enter the user name that must be used by the person using Viewer Enter the full name of the person associated with the specified User Name Standard 2.0...
  • Page 77 Description Check if the user’s login account is to be enabled to allow them to log in to the selected Viewer. If this checkbox is not checked, this means the person cannot use the Viewer because they do not have a valid login account.
  • Page 78 Find users to whom user replay restrictions apply by using the first few letters of a name to form the basis of a search. Description Click a checkbox beside a Site Group, Site, or Viewer within the Installation hierarchy to update the Viewers within the selection with the displayed replay restrictions.
  • Page 79 September 2007 To find users: 1 Follow procedures as described in “Finding Extensions” on page 79, only click Find Users. 2 Refine your search by clicking the page navigation arrows if necessary. Finding Extensions Use the Find Extension utility in the Extension window to locate an existing telephone extension.
  • Page 80 To import user replay restrictions: Import user replay restrictions to create user replay restrictions in a Viewer by using the Replay Restrictions Import window. 1 In Enterprise Manager, click System > Installations > Replay Restrictions and in the Installations pane select the Viewer to which the replay restrictions are to be imported.
  • Page 81 (comma separated value) file into a recorder installation. User replay restrictions import covers the importing of user replay restrictions from a CSV file into a Viewer Installation. This information is described in the following topics: Importing Recorder Extensions (Command Line method)
  • Page 82 Importing User Replay Restrictions (Command Line method) Use the command line tool and its numerous switches to import user replay restrictions from a CSV (comma separated value) file into a Viewer Installation. This is accomplished not by using Recorder Manager but by opening a command line window (that is, a DOS prompt) and entering a command.
  • Page 83 -s <arg>: -w <arg>: Username: Password: 4 Press Enter. The command line instruction to import replay restrictions from Enterprise Manager into Viewer is executed and the replay restrictions are imported. User Guide Description output debug messages (verbose) help regarding syntax port number of the Enterprise Manager.
  • Page 84 Administration Standard 2.0 Nortel Viewer...

  • Page 85: Understanding Export Formats

    A p p e n d i x A Understanding Export Formats In this appendix: Extension Export/Import using ConfExtn Extension Updates using ConfSchd Replay Restrictions Extension Field Descriptions Schedule (Updates) Field Descriptions Replay Restrictions Field Descriptions User Guide...

  • Page 86: Introduction

    The format of the CSV file varies according to Extension or Replay Restriction. For Extension, the CSV format depends on whether extensions are being imported/exported or are to be scheduled for update. For replay restriction, supplying a user name and the user's replay restrictions suffice. Standard 2.0 Nortel Viewer...

  • Page 87: Extension Export/Import Using Confextn

    September 2007 Extension Export/Import using ConfExtn When you use the configuration type ConfExtn to export/import extensions, you can use the format, as shown in the following examples. ConfExtn,Site,Recorder,Extension,Mode CR In the above instruction, five fields are used. ConfExtn (1), Site (2), Recorder (3), Extension (4), Mode (5).
  • Page 88 Understanding Export Formats instruction. The command interpreter (the parser application) automatically starts a new line whenever this value appears. The same is true for LF (line feed); the command interpreter starts a new line whenever this value appears. Standard 2.0 Nortel Viewer...

  • Page 89: Extension Updates Using Confschd

    September 2007 Extension Updates using ConfSchd When you use the configuration type ConfSchd to schedule extension updates, you again use a five-instruction CSV declaration, as shown in the following examples. ConfSchd,Site,Recorder,Date,Time CR In the above declaration, five instructions are used. ConfSchd (1), Site (2), Recorder (3), Date (4), and Time (5).

  • Page 90: Replay Restrictions

    In this example user jwilliams cannot replay any calls and is not authorized to export calls to Vision (the fourth comma). Example 6 Jwilliams,,Enabled,Disabled,2,4000,5000,,,CR In this example user jwilliams can replay calls only on extensions 4000 and 5000 and cannot export calls to Vision. Standard 2.0 Nortel Viewer...

  • Page 91: Extension Field Descriptions

    September 2007 Extension Field Descriptions When you use the configuration type ConfExtn to export/import extensions, you can use the format, as shown in the following examples. ConfExtn,Site,Recorder,Extension,Mode The following table describes each of the fields. Field Name Data Type Site String Recorder Six Digit...

  • Page 92: Schedule (Updates) Field Descriptions

    Time that the schedule should start, where time is specified in the 24 hour clock notation representing the time that the user expects the process to start at the target site. Standard 2.0 Nortel Viewer...

  • Page 93: Replay Restrictions Field Descriptions

    Indicates the export of recorded calls to a file (for users authorized to use Vision). The export feature is enabled if the restriction has Export calls from Vision checked in Viewer and in Enterprise Manager. Understanding Export Formats...
  • Page 94 2 = "Only" - "Can Replay Listed Extensions Only" 3 = "Except" - "Can Replay All Except Listed Extensions" Space or comma separated list of extensions that the restriction type should apply to. Maximum length of 1000 characters. Standard 2.0 Nortel Viewer...

  • Page 95: Extension Example

    September 2007 Extension Example The following graphic illustrates extensions set up in an Excel spreadsheet followed by the same extensions converted to CSV format. In CSV format the file is ready for export. User Guide Understanding Export Formats...

  • Page 96: Replay Restrictions Example

    Understanding Export Formats Replay Restrictions Example The following graphic illustrates Replay Restrictions set up in an Excel spreadsheet followed by the same restrictions converted to CSV format. In CSV format the file is ready for export. Standard 2.0 Nortel Viewer...

  • Page 97: Index

    User Guide finding your way around Viewer importing extensions importing user replay restrictions like operator locations logon moving around in Viewer must be one from list operator...
  • Page 98 Viewer creating and editing delete finding users importing and exporting updating viewing results of audit query of search search...
  • Page 100 The process of transmitting data and call messaging between the Meridian 1 and Nortel Viewer 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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