Nortel Contact Recording and Quality Monitoring

Technical Brief
Nortel Contact Recording and Quality Monitoring
Nortel Contact Recording and Quality
Monitoring are robust, embedded
recording solutions designed specifically
to eliminate middleware, proprietary
servers and custom integration points.
Working in IP, traditional (TDM) and
hybrid TDM/IP environments, these are
future-proof solutions that reduce your
Total Cost of Ownership (TCO) while
delivering productivity and profitability
benefits.
Nortel Contact Recording solutions
provide conversation recording in
Nortel Communication Server (CS)
1000 enterprise and Contact Center
environments. IP-based Nortel Contact
Recording solutions utilize the Nortelexclusive Duplicate Media Stream
(DMS) technique for the most tightly
integrated IP call recording in the
industry. This technique provides a
speech path separate from the main
conversation dedicated exclusively to
conversation recording, thus ensuring
your conversation is captured. TDMbased Nortel Contact Recording utilizes
Ai-Logix tap cards to capture conversations. Nortel Contact Recording offers
three methods of call recording:
> Recording All Calls — ‘Logging’
> Recording Percentage of All Calls —
‘Sampling’
> Contact Recording Desktop —
‘Ad Hoc’
Nortel Quality Monitoring solutions
provide video screen capture of agent
workstation and other activity including
agent scorecard creation, agent scoring
and evaluation, and report generation in
Communication Server 1000 Contact
Center environments. Nortel Quality
Monitoring may also utilize Call
Recording Cards to provide ‘live monitoring’ capability in TDM or hybrid
IP/TDM configurations when a Quality
Monitoring-only, cost-sensitive implementation is desired.
Nortel Contact Recording
and Quality Monitoring
solutions are “must-have”
solutions for companies that
need recording for:
> Compliance with regulatory
requirements
> Risk reduction and dispute
resolution
> Operations optimization
> Agent interaction analysis
> Employee development
> Customer relationship
expansion
Nortel Contact Recording TDM Slave
— This component provides recording
of digital or analog phones or T1/E1
trunks (with or without ISDN PRI)
when the capacity of the Recording
Master is exceeded. A Slave recorder can
record up to 360 concurrent channels
per server, creating a solution that scales
well to fit any customer’s needs.
Solution components
Nortel Contact Recording — Nortel
Contact Recording supports both IP
and traditional telephony (TDM)
equipment and scales from a single
server solution to large enterprise
deployments with many thousands
of channels.
Nortel Contact Recording Master —
This is the server between the recorders
and Contact Center Manager Server
that utilizes the Meridian Link Services
(MLS) interface, delivering the native
Computer Telephony Integration (CTI)
that distinguishes this embedded solution from all third-party recording products. The MLS interface links the
Contact Recording solution, the Quality
Monitoring solution and the Call
Recording Cards to the Contact Center
Manager Server via the MLS interface.
One Master server is required for each
Contact Recording solution. The Nortel
Contact Recording Master is configurable for IP or TDM environments.
Nortel Contact Recording IP Slave —
This component provides IP recording
when the capacity of the Nortel Contact
Recording Master is exceeded. Multiple
slave Contact Recording solutions can
be deployed, creating a solution that
scales well to fit any customer’s needs.
Nortel Contact Recording Central
Search and Replay — This is the
central repository to search and play
back all recorded calls across a CRQM
configuration. It contains the MetaData
(CLID, time of call, duration of call,
etc.) associated with each call. Central
Search and Replay allows up to 10
simultaneous users to search and replay
calls on a PC via a browser interface and
can be deployed across the WAN. This
enables either local or remote management capabilities.
Nortel Contact Recording Archive
Manager — Archive Manager selectively archives calls (based on customer
requirements) to a Redundant Array
Independent Disks (RAID)
Configuration, Digital Versatile Disk
(DVD), Blu-Ray DVD (BRD) or HDDVD, or Storage Area Network (SAN)
where they can be readily accessed for
historical retrieval. It is used by
customers who have many recording
Figure 1. IP environment
servers or who want immediate access to
historical recordings. Archive Manager
resides on a dedicated, standalone server.
Nortel Quality Monitoring — As a
complement to Contact Recording,
Nortel Quality Monitoring supports
both IP and TDM environments.
Quality Monitoring is based on the
same recording technology as Contact
Recording, but is designed for use in
contact center environments. It provides
call and screen recording of up to 120
concurrent selected recordings and
allows playback and evaluation of
those recordings.
Call Recording Card — Deployed in
Quality Monitoring-only scenarios, this
card is installed in the Communication
Server 1000 Media Gateway to support
cost-effective recording for Quality
Monitoring in TDM or hybrid
TDM/IP environments. The Call
Recording Card is based on the Media
Card architecture (similar to other
applications such as IP Line, IP Trunk,
Agent Greeting and Remote Agent
Observe). It has a total of 32 ports,
16 of which are used for observation/
recording and 16 of which are used for
live monitoring. Up to 8 Call Recording
Cards may be deployed in the same
environment for simultaneous monitoring of up to 120 concurrent sessions.
Figure 2. TDM environment (extension side)
Nortel
Contact Center
Manager Server
End-user
Nortel
Contact Center
Manager Server
Call Server
CTI events
Call Server
LTPS
VoIP telephone
call using
RTP Tx and Rx
Recording
control
instructions
sent via MLS
Search and replay
CTI events
Recording
control
instructions
sent via MLS
Media
Gateway
Telephony
Tap Board(s)
High impedance tap
RTP (transmitted audio)
RTP (received audio)
IP Phone
2
Nortel Contact
Recorder
Phone sets
(digital or analog)
Nortel TDM
Contact Recorder
Nortel Contact
Recording
Master
Ai-Logix Card — This card may be
used for TDM or hybrid TDM/IP environments to deliver either extension side
or trunk side recording. (Optionally,
Meridian Link Services can be used if
more tagging information is needed for
recordings.) There are three versions of
the card:
> Digital Ai-Logix card — For digital
extension side recording with digital
telsets when extension-to-extension
conversations need to be recorded
> Analog Ai-Logix card — For analog
extension side recording with analog
telsets when extension-to-extension
conversations need to be recorded
> Trunk Ai-Logix card — For econom-
ical trunk side recording when extension-to-extension conversations do
not need to be recorded
Trunk side recording requires the
Meridian Link Services interface to
provide correlation between the trunk
channel and the telephone to be recorded.
Extension side recording has two options:
> Recording with Ai-Logix cards
extract signaling information from
the D-channel which can be used for
tagging calls.
> Recording with Meridian Link
Services interface provides a number of
additional tagging fields which can be
used for search and replay purposes.
> Phase 2 Nortel IP sets
Note that one AST ISM is required for
each telephone to be recorded (i.e., each
device to be monitored via MLS).
Nortel Contact Recording
(TDM environment)
The following minimum releases are
required for TDM recording:
> Communication Server 1000 Release
2.0, release X11 24C
> Contact Center Manager Server with
Meridian Link Services 5.0 (Optional
for extension side recording)
recording
> IP, TDM or hybrid environment
> CODECs selected (e.g., G.711,
G.726, G.729A)
> Busy Hour Call Attempts (BHCA)
metrics
> Other applications on server
> 32-bit single- or dual-core processor(s)
> Communication Server 1000
> Microsoft SQL 2000 Database
Release 4.5
Meridian Link Services 5.0 SU07
(with Call Recording patch)
Nortel Quality Monitoring
(TDM or hybrid environment)
Meridian Link Services (MLS) 5.0
SU07
> Number of resources that need
> Microsoft Windows 2003 Operating
The following minimum releases
are required:
> Contact Center Manager Server with
> Need for screen-based recording
The following minimum releases
are required:
> Phase 2 IP sets
Release 4.5
Recording or Quality Monitoring
Server configuration is also based on the
following software platform needs:
Nortel Contact Recording
(IP environments)
> Communication Server 1000
> Type of recording — Contact
Nortel Quality Monitoring
(IP environment)
> Contact Center Manager Server with
Prerequisites
Server sizing is based on the following
hardware factors:
The following minimum releases are
required:
> Communication Server 1000 Release
2.0, release X11 24C
> Contact Center Manager Server with
Meridian Link Service 5.0 SU07
Nortel Quality Monitoring can operate
in conjunction with a Nortel Contact
Recording solution in a bulk recording
IP environment or via the Call
Recording Card for TDM environments.
When operating in a bulk recording
environment, the prerequisites for Nortel
Contact Recording — TDM or IP apply.
System (server)
(server)
> Microsoft Windows XP Operation
system (client)
> Microsoft Internet Explorer 6.0
or above
Consult your pre-sales technical resource
or by calling 1-800-4Nortel to determine the appropriate server requirements
for your operations.
Storage requirements
Storage needs vary by company based
on regulatory requirements and operational practices and the audio standards
used.
Recordings are stored in industry standard “.wav” file format using one or
more of the following CODEC audio
standards:
> G.711 PCM A- or µ-law (64 kbps)
> G.726 ADPCM (16 kbps)
> G.729A (8 kbps)
Server requirements
Industry-standard Intel x86 32-bit
servers are supported for Nortel Contact
Recording and Quality Monitoring.
Storage format depends on the type of
recording and the format the audio was
originally received in.
3
Recordings provided by Nortel Contact
Recording are stored in G.726 compressed form or as a pair of G.729A
files if high volumes of recordings need
to be stored on the available disk space.
RAID arrays or redundant Storage
Attached Network (SAN) devices for
online storage of recordings on the
recorder platform are recommended.
Available disk storage space is managed
as a circular buffer providing instant
access to the most recent recordings.
For longer term retention of recordings,
two options are available:
> A DVD+RW drive can be connected
to the recorder. All recordings made
on the recorder are automatically
archived to the removable media,
which can be remotely stored in a safe
location for historical preservation.
In all cases, the system automatically
notes the location of the additional
copies of the recordings such that when
a user wishes to replay a call that is no
longer in local online (disk) storage,
they will be prompted to insert the
appropriate removable media.
By deploying Contact Recording and
Quality Monitoring, businesses have
the ability to record interactions and
monitor the quality of those interactions. This in turn can provide more
efficient and exceptional customer
service. For more information on
Nortel Contact Recording and Quality
Monitoring, please contact your Nortel
representative or visit us on the Web at
www.nortel.com/contactrecording or
www.nortel.com/qualitymonitoring.
> Archive Manager can be added to
this system for selective archival of
recordings to multiple destinations
(e.g., RAID, DVD, BRD, HD-DVD,
SAN, etc.).
Nortel is a recognized leader in delivering communications capabilities that make the
promise of Business Made Simple a reality for our customers. Our next-generation technologies, for both service provider and enterprise networks, support multimedia and
business-critical applications. Nortel’s technologies are designed to help eliminate today’s
barriers to efficiency, speed and performance by simplifying networks and connecting
people to the information they need, when they need it. Nortel does business in more
than 150 countries around the world. For more information, visit Nortel on the Web at
www.nortel.com. For the latest Nortel news, visit www.nortel.com/news.
For more information, contact your Nortel representative, or call 1-800-4 NORTEL
or 1-800-466-7835 from anywhere in North America.
Nortel, the Nortel logo, Nortel Business Made Simple and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their owners.
Copyright © 2007 Nortel Networks. All rights reserved. Information in this document is subject to change without notice. Nortel assumes no responsibility for any
errors that may appear in this document.
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BUSINESS MADE SIMPLE
Feature/benefit summary
Nortel Contact Recording
> Future-proof: Works in TDM, hybrid or
pure IP environments
> Software-only solution: standard server
hardware
> Unprecedented integration — embedded
solution
> Dedicated Duplicate Media Stream (DMS)
recording for IP environments
> Web-based interface
> Simple search and replay
> Rules-based archiving:
• Customer-defined retention
> Full audit trail
> Reduced TCO:
• Single support interface
• Flexible administration options
Nortel Quality Monitoring
> Future-proof: Works in TDM, hybrid or
pure IP environments
> Software-only solution: standard server
hardware
> Unprecedented integration — embedded
solution
> Voice and data recording
> Rules-based recording
> Agent evaluations
> Performance reporting
> Simple search and replay
> Reduced TCO:
• Single support interface
• Flexible administration options
In the United States:
Nortel
35 Davis Drive
Research Triangle Park, NC 27709 USA
In Canada:
Nortel
195 The West Mall
Toronto, Ontario M9C 5K1 Canada
In Caribbean and Latin America:
Nortel
1500 Concorde Terrace
Sunrise, FL 33323 USA
In Europe:
Nortel
Maidenhead Office Park, Westacott Way
Maidenhead Berkshire SL6 3QH UK
In Asia:
Nortel
United Square
101 Thomson Road
Singapore 307591
Phone: (65) 6287 2877

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