Avaya AuraTM Quality Monitoring

Release 10.1.1
Server Infrastructure Guide

November 2010
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Contents

1 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Quality Monitoring System Components . . . . . . . . . . . . . . . . . . . . . 6
Logical Servers and Components . . . . . . . . . . . . . . . . . . . . . . . 9
BDR Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CTI Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
eRecorder Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Client Command Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Search Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Screen Capture Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Supervisor’s Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2 Recording and Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Recording Contacts and Content . . . . . . . . . . . . . . . . . . . . . . . . 13
Processing Events and Recording Contacts . . . . . . . . . . . . . . . . . . . . 14
Call Manager Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Follow-the-Call (FTC) Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Contact Manager Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Business Rule Engine Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Multiple Business Conditions Trigger the Same Contact. . . . . . . . . . . . . . . . . . . . . 16
Recording Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Media Channel - Load Balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Customer ABC Example . . . . . . . . . . . . . . . . . . . . . .
. . . 17
Media Channel Options - Start of Call versus Business Rule Trigger . . . . . . . . . . . . . . . 17
Media Channel Options - Device Specific Media (Full-time Recording) . . . . . . . . . . . . . . 18
Media Channel Search and Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Start/Stop Recording of a Media Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Recording of After Call Work Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Recording Live Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Managing Content on the eRecorder . . . . . . . . . . . . . . . . . . . . . . 20
Recording Voice Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Service Observe Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Span Pair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
 Contents

Supported Voice Boards. . . . . . . . . . . . . . . . . . . . . . . . . . 22

Passive Tap Station-side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Music Telecom DAC Board . . . . . . . . . . . . . . . . . . . . . . . . . 23
Dialogic 160 HiZ . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Passive Tap Trunk-side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Span Pair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Setting Up Passive Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . 24
Aspect Trunk Naming . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Avaya Definity G3/S8300/S8700 Trunk Naming . . . . . . . . . . . . . . . . . 27
Meridian1 / Succession Trunk Naming . . . . . . . . . . . . . . . . . . . . . 33
High-Volume Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Purge, Archive and Restore Processing . . . . . . . . . . . . . . . . . . . . . . 38
Purge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
The “Unassigned” Contact Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Export Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Playback from Within Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . .43
eLearning Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

3 Playback and Live Monitor Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Stand Alone Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . 47
Quality Monitoring with Full-time Recording (IP or TDM) . . . . . . . . . . . . . . . . 47
Quality Monitoring with ACR Full-time Recording . . . . . . . . . . . . . . . . . . 48
Quality Monitoring with ACR Selective Recording . . . . . . . . . . . . . . . . . . 49
Quality Monitoring with NCR Selective Recording . . . . . . . . . . . . . . . . . . 50

4 Integration With Add-On Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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Chapter 1

Architecture

Quality Monitoring's server architecture is optimized to be scalable and flexible.

The overall infrastructure enables multimedia recording of high volume
data—driven by business rules—over an enterprise network.
This chapter contains the following main sections, providing an overview of the
following Quality Monitoring system components:
z Quality Monitoring System Components
z Logical Servers and Components
Chapter 1 - Architecture Quality Monitoring System Components

Quality Monitoring System Components

The Quality Monitoring system is comprised of multiple, logical server components:
z Business Driven Recording (BDR) Server
z eRecorder
z Web Server
z Database Server
z Enterprise Reporting Server
z System Administration
z Screen Capture Module
As illustrated below, these components work in conjunction to provide continuous
communication between the various Quality Monitoring subsystems.
The Quality Monitoring logical servers and components can be distributed across
multiple physical servers. See Logical Servers and Components on page 9 for
descriptions of the system components.

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Chapter 1 - Architecture Quality Monitoring System Components

The following figure depicts the Quality Monitoring system in a terminal services
environments:

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Chapter 1 - Architecture Quality Monitoring System Components

The following figure depicts the Quality Monitoring system integrated with Full-time
Recording

For a detailed description of the Full-time Recording components, refer to the Quality
Monitoring with Full-Time Recording documentation.

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Chapter 1 - Architecture Logical Servers and Components

Logical Servers and Components

BDR Server
The Business Driven Recording (BDR) server is the central component that decides to
records contacts based on business rules evaluations. The BDR server:
z Monitors and tracks contact center activity.
z Contains the Business Rules Engine (BRE) that evaluates business rules against
each contact and determines if the criteria is satisfied before it can record the
contact.
z Stores information related to each contact in the database.
z Supports playback functionality, where a client can initiate the playback of a
contact.
z Supports live monitor functionality, where a client can initiate the real-time
monitoring of an agent and save the live monitor for future playback.
z Uses the eRecorder to record agent voice or screen data relating to a contact.

CTI Adapter
The CTI Adapter translates CTI event information from vendor-specific CTI servers and
switches, and delivers that event information to the BDR server.
The CTI Adapter is started by the BDR Server at system startup, and should be running
whenever the BDR Server is running.

eRecorder Server
The eRecorder server records the voice and screen data of contacts. The data is
available for immediate playback or can be archived and retrieved for playback later.
The eRecorder server:
z Features a scalable architecture that provides high-volume recording and storage.
z Allows additional storage expansion using storage technologies, such as Storage
Area Networks (SANs) and Network Attached Storage (NAS).
z Provides additional near-line storage options, such as high-volume tape archives,
disk storage, and others.
z Stores both screen and voice activity for call-based contacts and during live
monitoring of contacts.
z In Quality Monitoring with Full-time Recording environment, stores screen activity
for call-based contacts

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© 2002 - 2010 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 1 - Architecture Logical Servers and Components

Client Command Server

The Command server receives commands from the Evaluations client, the Enterprise
Reporting client, the Search and Replay client, and the Logon client. It hosts requested
server-side processing from these client applications that typically include commands
requiring database access. The Command server is always running. This server is also
used by the Competency-based Learning system, if your organization has implemented
the Competency-based Learning system as part of your enterprise solution.

Search Server
The Search server is used by client applications to perform searches within the
database.

CTI Link
CTI Link provides customized integrations with Customer Relationship Management
(CRM) applications. With those customized integrations, CTI Link delivers additional
contact information to the BDR server for recording and Business Rules Engine
evaluation.

Database
The database is a centralized database that stores configuration, contact information,
and agent evaluations.

Screen Capture Module

The Screen Capture Module client resides on an agent’s desktop. When requested by
the eRecorder, this client captures desktop activity and sends the captured data to the
eRecorder for recording. Screen Capture Module can also run in a terminal services
environment.
For more information on Citrix and terminal server, see the Quality Monitoring
Configuration Guide.
The Screen Capture Module also has security considerations. For more information on
security, see the Quality Monitoring Security Administration Guide.

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Chapter 1 - Architecture Logical Servers and Components

Web Server
The Web server hosts the following browser-based client applications:
z Search and Replay: Provides a solution for capturing and monitoring contacts.
z Evaluations: Enables the creation of forms and evaluations used to evaluate
customer interactions.
z Enterprise Reporting: Provides a number of reports with which you can compile
information about agents.
These applications interface with the BDR server, Command server, and Search server
to provide complete user functionality.

Supervisor’s Workspace
The supervisor’s workspace allows a supervisor access to the applications, which are
hosted by the Web server. The following modules are usually installed:
z Search and Replay: Enables monitoring and multimedia recording of contacts.
z Evaluations: Enables measuring of agent performance.
z Enterprise Reporting: Enables report generation.

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Chapter 2

Recording and Playback

The Quality Monitoring system is a powerful solution for capturing, monitoring,

and playing back contacts: customer-agent or agent-agent interactions. The
Quality Monitoring system enables you to capture communications that meet
certain criteria or that occur at a given time for a certain interval. You can use
the playback feature to review the contacts that you recorded.
This chapter describes the following:
z Recording Contacts and Content on page 13
z Processing Events and Recording Contacts on page 14
z Recording Content on page 16
z Managing Content on the eRecorder on page 20
z Recording Voice Data on page 21
z High-Volume Storage on page 35
z Purge, Archive and Restore Processing on page 38
z Playback on page 42
z Security on page 44
Chapter 2 - Recording and Playback Recording Contacts and Content

Recording Contacts and Content

The Quality Monitoring system records content using the eRecorder in data streams
that are made available for later retrieval. Content can consist of partially recorded
data; some contacts do not record media, based on the business rule configuration.
The content is specifically the voice, screen data, or both, and is captured during an
interaction.
Contacts, which include all of the metadata tracked for a Call Center interaction, are
stored in the database server. The contacts’ metadata includes:
z Start and stop times of the customer interaction
z Related call events and their attributes
z Agents involved in the interaction
z Information about what voice and or screen data was captured during the
interaction.
The environment in which the Quality Monitoring system resides is illustrated in the
following figure.

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Chapter 2 - Recording and Playback Processing Events and Recording Contacts

Processing Events and Recording Contacts

The BDR Server is an event-driven subsystem. It receives information when certain
events occur within a call center. Events can include:
z Agent logs on to the phone
z Agent makes a call
z Agent processes a sale within a Customer Relationship Management (CRM)
application
z Agent terminates a call
These events are delivered to the BDR server by different event sources, including CTI
servers, Dialers, and CRM applications. The BDR server processes events and takes
appropriate action including:
z Tracking calls and supplementary information provided by CRM integrations when
they occur in the Call Center
z Evaluating business rules based on these events
z Storing this information in the database as contacts
The events give the BDR server the information it needs to monitor call activity within
the call center and make content-recording decisions based on user-defined business
rules.
The BDR Server subsystem has three primary components responsible for contact
recording functionality: Call Manager, Contact Manager, and Business Rule Engine.

Call Manager Processing

The Call Manager is responsible for monitoring agent activity exclusively based on
received external events. Typically, the Call Manager tracks telephony-based calls
processed through a switch/ACD. However, other sources that generate customer
interactions can also be tracked, including Web chats, e-mail sessions, or CRM desktop
applications integrated using CTI Link.
The Call Manager mainly processes Agent Logon/Logoff events to associate/dissociate
agents with devices (phones and workstations) and Connection events to link agents
and their devices with (or separate from) calls.
The Agent and Connection events enable the server to accurately track the contact
over its lifetime. The Call Manager can detect when devices are joined to a call, when
the state of devices changes to "on hold," and the way in which devices disconnect
from a call, such as call transfers. The Call Manager employs Follow-the-Call contact
tracking (please see below) to identify when a contact has to be created or destroyed.
Call Manager only tracks calls that are transferred among devices configured within the
Quality Monitoring system that also have an agent logged on directly or indirectly (via
static workspaces).

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Chapter 2 - Recording and Playback Processing Events and Recording Contacts

Follow-the-Call (FTC) Tracking

The goal of FTC tracking is to continue to track a contact when more than one call
center agent is involved in some aspect of the call, whether it be a conference call, a
call transfer, or a consultation between two or more agents. If the contact is to be
recorded, Quality Monitoring should record voice and/or video of a primary agent at
any given time.
It is important to note that when two or more agents are involved in a contact, screen
will only be recorded for one of the agents, the primary agent. During a transfer
scenario, the screen will be recorded for the first agent until that agent leaves the call.
At that point, the screen will be recorded for the second agent.
The Call Manager implements FTC by identifying CTI events that belong to the same
call based on the event's attributes such as switch ID, call ID, connection ID, agent ID,
devices, or session ID. Then the Call Manager may add the event's agents to the
contact or remove the agent from the contact. Once all of the agents have left the
contact, the contact ends.
FTC tracking is on by default. However for integrations using the IFConnector adapter,
FTC can be disabled through a setting within Quality Monitoring System Administration.

Contact Manager Processing

The Contact Manager creates contacts to record information about each call received.
Recorded information includes the start time, stop time, devices involved in the call,
agents involved in the call, and the events themselves. The Contact Manager uses the
Business Rule Engine to make decisions about recording voice data, screen data, or
both for devices involved in the call relevant to each contact. Contact information is
stored in the database independent of Business Rule Engine triggering conditions.

Business Rule Engine Processing

The Business Rule Engine evaluates the contacts against event-based rules and agent
randomizer rules. Event-based rules specify the event criteria and qualifying attributes
that should trigger the Contact Manager to start recording a contact. Further, if the
evaluated business rule is configured with an Event Notification option, a command is
sent to the e-mail or pager notification service to notify an end user that the business
rule triggered.
Randomizer rules specify call sampling criteria for an individual agent or a group of
agents. Each time an agent participates in a call, the Business Rule Engine calculates
the recorded calls to agent ratio to ensure that the agent is recorded for a certain
number of contacts out of a given number of calls. Since the user can associate several
agents to one randomizer rule, the system has fewer business rules to process for each
event.
When a business rule triggers, it indicates the type of content to record, such as voice
data, agent screen, or both. The business rule also identifies the contact folder(s)
where the contact can be accessed at a later time.
Business rules can also be configured to discard contacts that match specific
conditions. This is done by selecting the "Do not store Content" option in the Business

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Rule Editor. When a rule "Do no store Content" option is triggered for a contact this
contact is discarded. Any content recording in progress is halted, already recorded
contents are deleted, and the contact is moved to the Unassigned folder. Call event
information is recorded through the end of the call.

Multiple Business Conditions Trigger the Same Contact

Multiple business rules can trigger the same contact. For each business rule, the
Contact Manager determines whether the contact is already recording the content type
specified by the business rule. If not, the additional content is recorded. For example,
one business rule can stipulate that only audio content is to be recorded while another
business rule specifies that only video content is to be recorded. If the criteria for both
business rules is met, both audio and video content is recorded.
Each contact folder specified in a business rule contains a reference to the contact for
later access.

Recording Content
The BDR Server uses the eRecorder to record all content. The eRecorder is a real-time
data-stream recording subsystem. The BDR Server directs all recording requests to a
configured media channel. The media channel can record or retrieve a single stream of
data at any given time. The data can be audio captured during a call or screen images
captured from an agent’s workstation.
You can configure a voice media channel for each port on a voice board, both with
record and playback capability. The voice board port associated with the media channel
must support this capability.
If the eRecorder has network connectivity, you can also configure a screen media
channel. Typically, network connectivity is supplied by a Network Interface Card (NIC).
While voice boards have a limited number of ports, the NIC does not. However, the
number of screen media channels that you can configure for a system can be limited by
other system resources. These include the eRecorder’s CPU utilization and disk
throughput.

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Media Channel - Load Balancing

Quality Monitoring tries to balance recording load equally between all the recording
channels. Ideally, Quality Monitoring picks up the next available media to record a new
session by numeration order.
media #1, media #2, media #3, … , media #MAX, media #1, media #2, …
Quality Monitoring also provides an opportunity to control network traffic and
eRecorder load. Quality Monitoring uses the concept of a data connection (consider
as a LAN). Each workstation belongs to a certain LAN and its configuration should
reflect the LAN when assigning the workstation to the proper data connection. Each
group of channels (session in a LAN data adapter) is linked to a data connection and
linked to an eRecorder. To record a workstation on a certain LAN, Quality Monitoring
picks up a channel, dedicated to that LAN only.

Customer ABC Example

Customer ABC has to record the following:
z 300 workstations in Atlanta
z 200 workstations in Boston
Customer ABC also has the following eRecorder servers:
z Old-1
z New-2
z New-3
Each new server is twice as powerful than the old one.
To balance the recording load, Customer ABC should configure 2 data connections:
z 1 for Atlanta
z 1 for Boston
Customer ABC should put one new server in Boston and configure 200 channels on it
for video recording on Boston Data Connection. All 200 Boston workstations should be
linked to Boston Data Connection. It guarantees that all the recording traffic stays in
the borders of the Boston LAN.
All Atlanta workstations should be assigned to Atlanta Data Connection. The customer
should configure 100 channels on the old server and 200 channels on the new server
for video recording on Atlanta Data Connection. It guarantees that all Atlanta recording
traffic stays in the Atlanta LAN and recording load is balanced between Atlanta
eRecorders according to their productivity.

Media Channel Options - Start of Call versus Business Rule

Trigger
The BDR Server maintains a list of the media channels available on each configured
eRecorder subsystem. Media channels employ a simple usage priority, and can be
configured to record content at the start of a call, regardless of whether a business rule
triggers for the contact. Media channel settings are configured prior to system startup.

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Configuring a media channel to record at the start of a call ensures Full-time Recording
with minimal recording latency. Alternatively, you can configure media channels to
record all calls based on business rules; however, this approach requires that the
business rule trigger before recording starts, increasing recording latency.

Media Channel Options - Device Specific Media (Full-time

Recording)
Another advanced configuration option for media channels is the ability to assign the
media channel to record a specific device. While you can configure media channels to
record a group of devices (such as telephones on a switch or all agents’ desktops on a
defined LAN), assigning a media channel to a specific device provides Full-time
Recording.
Mapping each media channel to a specific device ensures that all contacts involving a
particular device are recorded. This eliminates the risk of running out of media
channels.

Guarantee is not based on an agent logged into a device. Media channels

record devices, such as telephones and desktop workstations. They do not
record agents.
Note:

Device-specific media channels are configured, by default, to record contacts from the
start of the customer interaction. Thus, a business rule is not invoked, since a
device-specific media channel is uniquely available for only one dedicated device and
contacts do not need to contend for its allocation. However, content recorded under
this configuration, without the benefit of a business rule, is not available for playback
from a contact folder. The recorded content is cached for a short period of time on disk
and then purged.
Another use of a device-specific media channel is passive-type voice recording. In
passive-type voice recording, voice-type media channels are associated with voice
board ports hard-wired to a specific trunk or to a specific agent phone. Since the ports
are mapped to these devices, the associated media channels must also be assigned
appropriately.

Media Channel Search and Allocation

Prior to business rule triggering, the Contact Manager creates the contact and searches
the pool of media channels to determine whether any device-specific media channels
exist for the devices joined in the contact. If a device-specific media channel is found,
content recording begins.
If no device-specific media channels are found, the Contact Manager searches for any
media channels that may already be recording one of the devices joined in the contact.
The new contact appends to the previously established recording for the device and
reference the content.
If there are no device-specific media channels recording content, Contact Manager
next searches for a media channel that is configured to record from the start of the

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Contact (regardless of a business rule triggering for that contact). If a match is found,
content recording begins.
Finally, if no media channels match the above search criteria, the contact metadata is
stored, but no content is recorded.

Whenever a device joins a contact, the Contact Manager searches the media
channel pool as described above and creates content as appropriate.
Note:

Following a business rule trigger, the search for a media channel begins by following
the algorithm defined above. If the search does not locate an appropriate media
channel, the Contact Manager searches the pool of media channels configured to
record only when a business rule triggers.

Start/Stop Recording of a Media Channel

Once a media channel for recording content is selected, the BDR Server sends a
command to the eRecorder to begin recording the specified device. The device is
identified by a specific device name. For example, a telephone is identified by its
extension or assigned logon ID; an agent’s workstation is identified by its network
hostname.
The eRecorder establishes a connection to the device and begins streaming acquired
data to disk. When a device leaves a call that is being recorded, the associated media
channel stops recording that device. When the media channel is stopped, the contact
stores the content information including the eRecorder node on which the content was
recorded, the media channel used, and the start and stop times of the content. This
information is later used by the contact to retrieve the content for playback.

Recording of After Call Work Events

After Call Work (ACW) activity recording refers to the Quality Monitoring system's
ability to record screen data after a call ends. You can configure ACW in the Unify
component of Full-time Recording in an integrated environment, or in the Quality
Monitoring system.

It is recommended that you set up ACW in the Quality Monitoring system. Do

not set up both systems to record ACW.
Note:

To configure the Quality Monitoring system to record ACW activities, you must set the
Call Follow-up Timer on the Switch Properties page to a value greater than 0. If
you configure the switch for ACW activities, the system immediately starts recording
activity on an agent’s desktop when a recorded call ends. ACW activity recording ends
when one of the following situations occurs:
z The value set in the Call Follow-up Timer expires, or when another call is
received or placed at the agent’s workstation, whichever occurs first. For example,
if you set the value to 15 seconds in the Call Follow-up Timer on the Switch

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Properties page, recording stops after 15 seconds, if this activity occurs before
the agent places or receives another call.
z An agent logs off.
z An agent signals ready to accept another call.

If you do not want to record ACW activities, set the value of the Call
Follow-up Timer to 0 on the Switch Properties page.
Note:

Recording Live Monitoring

When Live Monitoring is activated, the system automatically begins recording audio
and/or video content of the monitored agent's workspace. Recording begins from the
moment live monitoring was initiated, not from the start of the call. When Live
Monitoring stops, Quality Monitoring prompts you to save the content that has just
been monitored.
If your system is integrated with Workforce Management, a supervisor can record a call
on demand while live monitoring from the Adherence section of the Tracking module.
Refer to the Quality Monitoring Configuration Guide for information on enabling Live
Monitoring and integrating with Workforce Management within the Quality Monitoring
System Administration application.

Scheduled Recording
The system automatically begins and ends recording of an agent's workspace when it is
configured in a schedule-based rule. The recorded contact is saved in folder(s) listed in
the rule.

Managing Content on the eRecorder

The eRecorder stores recorded content to disk in a proprietary content database. Later,
the BDR Server can playback the content by specifying the media channel used to
record the content, as well as the start and stop times of the content recording. In
effect, the content data consists of streams of raw voice data, screen data, or both
stored in the Windows File System. The eRecorder does not maintain any contact
information in content storage. Contact information is handled by the BDR Server and
stored by the database.

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Recording Voice Data

The Quality Monitoring system supports the following three methods of voice
recording:
z Service Observe
z Station-side tap
z Trunk-side tap
Station-side recording is agent focused.
Trunk-side recording can be either agent or customer focused, depending upon the
registry setting option you select. In an agent-focused environment, the agent who
initially receives the call is recorded throughout the duration of the contact. In a
customer-focused environment, the customer is recorded throughout the duration of
the contact, even if the customer is placed on hold while the call center agent consults
with another agent.

Service Observe Recording

The service observe recording method, also known as extension-based recording,
integrates with the switch/ACD to randomly monitor interactions. This approach
enables you to set business rules for selective call recording, and takes into account
the fact you might not want to record all of the agents all of the time.
Service observe is the traditional method of recording calls in many organizations.
Supervisors often use this method when live monitoring agents with a handset. The
Quality Monitoring system simulates a supervisor service observe event with an access
code and an extension (for example, 119 1234), which enables the Quality Monitoring
system to listen using the switch/ACD while the call takes place.

Span Pair
A span is a term that refers to the wiring from the voice card on the eRecorder Server
that taps into the telephone system. A span can be extensions connected to the Switch
or a T-1 connected to the public T-carrier. For example, the Dialogic DM/V960 4T1 voice
card is connected to the telephone system by two span pairs, i.e, four spans. One span
pair must be configured as an Extension (Service Observe) tap and the other as a
Passive Tap connection. The Dialogic DM/V480-2T1-PCI-HiZ voice card is connected by
one span pair.
With Extension (Service Observe) recording, each span connects the voice card and a
switch. Each span in the pair can be wired to one switch, or each span can be wired to
different switches. Regardless of the number of switches, each span is connected to its
related switch in a manner similar to telephone extensions, hence the term
“extension.”

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Supported Voice Boards

Switch Voice Board

Interface

Analog Dialogic D/160 - 16 ports

Dialogic D/120 - 12 ports

Digital Dialogic DSE DL-3009 (VTG) - 16 ports, with:

z Dialogic D/320 - 32 resource ports
z Dialogic D/640 - 64 resource ports

The Dialogic DSE DL-3009 (VTG) voice board does not provide the ability to
store or move audio data to the local host without being accompanied by a
resource voice board.

T1/E1 Digital Dialogic D/240 - 24 ports. T1 only.

Span Dialogic D/480 - 48 ports. T1 only.
Dialogic D/300 - 30 ports. E1 only.
Dialogic D/600 - 60 ports. E1 only.
Dialogic D/960
Dialogic D/1200

Aspect Dialogic D/240 - 24 ports

CallCenter Dialogic D/480 - 48 ports

When integrating with the Aspect CallCenter switch, an RS-232 serial

connection is used to establish a service observe connection, using the
hosts COM port connection. A T1 digital span interface captures TDM voice
data streams. Each T1, controlled by a single COM port, can only support
16 voice channels. You must disable any unused channels in System
Administration.

ACR VR 1000

The Avaya Contact Recorder (ACR) is a Linux based voice recorder that
records audio from the Avaya Communication Manager Switch in IP phone
environments.

Passive Tap Station-side Recording

Passive tap station-side recording initiates recordings between the switch/ACD and a
phone by tapping into the line that connects the switch to the telephone punch-down
block. A cable is installed so that each extension connects directly to a port on the
voice card.
Station-side recording supports the following voice boards:
z Music Telecom DAC 16 - 16 ports
z Dialogic 160 HiZ - 16 ports

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Music Telecom DAC Board

The Music Telecom DAC Board does not provide the ability to store or move audio data
to the local host without being accompanied by one of the following resource voice
boards:
z Dialogic D/320 - 32 resource ports
z Dialogic D640 - 64 resource ports

For each MT DAC 16 port voice board, there must be an associated number of
resource board ports mapped appropriately. It is acceptable to have unused
resource board ports installed on the system.
Note:

Dialogic 160 HiZ

The Dialogic 160 HiZ voice board is capable of passively obtaining voice data between
the switch and an analog extension at the punch-down block, or, between the agent’s
telephone base and the analog handset.

Passive Tap Trunk-side Recording

This method taps directly into a T1 or E1 line to record all incoming calls at the
demarcation point before going to a switch. In general, passive tap recording caches a
recording of the entire contact on the recording system. If an event does not trigger
storage of the recording within a specified period of time, the cached recording is
deleted from the system.
You can use this method for business rules and randomizer recording. However, service
observe type media are required for business rules and randomizer recording.
Appropriate playback media must be present for playback of recordings.
Passive tap trunk-side recording requires a physical connection directly between the
demarcation point and the switch system. The physical connection is implemented by
placing a junction box on the inbound T1 or E1 line. One junction box is required per
each trunk to be monitored. Further, two T1 or E1 voice board spans are required per
junction box to capture voice data from both the customer voice channel and the agent
voice channel. For example, to tap 24 channels on a T1, a single Dialogic
DM/V480-2T1-PCI-HiZ card is required.
Trunk-side recording requires two spans for every one span being tapped. The first
span is for recording the agent (transmitter); the second is for the customer (receiver)
side.

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Span Pair
A span is a term that refers to the wiring from the voice card on the eRecorder Server
that taps into the telephone system. A span can be extensions connected to the Switch
or a T-1 connected to the public T-carrier. For example, the Dialogic DM/V960 4T1 voice
card is connected to the telephone system by two span pairs, i.e, four spans. One span
pair must be configured as an Extension (Service Observe) tap and the other as a
Passive Tap connection. The Dialogic DM/V480-2T1-PCI-HiZ voice card is connected by
one span pair.
For Passive Tap recording, each span connects the voice card to the phone system's
T-1. Both spans can be associated with the same related switch, or each span can be
associated with different related switches. The span pair is used for recording inbound
calls only; outbound calls are ignored, hence the term “passive.”

Setting Up Passive Trunk-Side Recording

You need to ensure that the names you give to trunk channels in the System
Administration application match the names that come from the CTI Adapters for
trunk-side passive tapping to work correctly. There are several different naming
schemes for trunk channels. The following sections describe the three different naming
strategies for Aspect, Avaya Definity G3/S8300/S8700, and Meridian1 / Succession,
and provide examples to make your implementation easier.

It is a good convention to indicate the span number in the name of the trunk
span, but is not required.
Note:

Aspect Trunk Naming

The Switch Administrator assigns a number to each trunk. Ensure that the channel
name in System Administration matches the switch number the Switch Administrator
has assigned to the trunk.
1 Obtain the following information from the Aspect Hardware Administrator:
z Span number
z Device number for each channel on the span
Now you can type this information in System Administration when you create the
trunk span.
2 Create a trunk span with the suggested naming convention that includes the Aspect
span number obtained from the Aspect Hardware Administrator. When you create
this new trunk span, select the Aspect switch from the drop-down list, which is
already configured for your system.
3 Finally, set the names of the ports to the device numbers for each channel on the
span.
If you are using ISDN, type the name for the 24th channel as something like
D-CHANNEL (or whichever channel the Switch Administrator flags as the D-channel).

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Flagging the 24th channel this way helps to prevent the data channel from being
recorded, and helps signal the location of the D-Channel for support personnel. You
also need to disable the corresponding channels on the voice cards so that the
D-Channel is not initialized as a recording channel. Initializing the D-channel as a
recording channel can cause error messages to appear in the eRecorder logs.

Aspect Trunk Naming Example

This section illustrates an example of setting up Aspect trunk naming.
1 The Switch Administrator obtains the trunk span number, as shown in the following
figure.

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2 Before you set up the Aspect trunk span, obtain the device number. The following
figure illustrates where the Aspect Hardware Administrator would obtain this
information from your system.

3 Include the Aspect span number in the name of the Aspect Trunk Span you create in
System Administration, as illustrated in the following figure.

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4 Set the names of the ports to match the device numbers obtained from the Aspect
Hardware Administrator, as illustrated in the following figure. Type the appropriate
information in the Assign Port Names fields, and then click Assign. The port
numbers are automatically calculated for you.

For additional information on the fields of the Trunk Span Properties page, refer
to the System Administration online help.

Avaya Definity G3/S8300/S8700 Trunk Naming

Avaya Definity G3/S8300/S8700 trunk naming is done in terms of groups and
members. Several trunks are grouped together logically and the group is assigned a
number. In each group, individual channels are assigned a number unique within its
respective group. The Switch Administrator has access to the group and member
numbers.
The trunk name format in System Administration is TGxTy, where x is the number of
the trunk group and y is the number of channel member. In cases where the Avaya
Definity G3/S8300/S8700 trunk configuration does not use group numbers, the format
is TGTy where y is the number of the trunk channel.
If you are using ISDN, type the name for the 24th channel as something like
D-CHANNEL (or whichever channel the Switch Administrator flags as the D-channel).
Flagging the 24th channel this way helps to prevent the data channel from being
recorded, and helps signal the location of the D-Channel for support personnel. You
also need to disable the corresponding channels on the voice cards so that the
D-Channel is not initialized as a recording channel. Initializing the D-channel as a
recording channel can cause error messages to appear in the eRecorder logs.

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Avaya Definity G3/S8300/S8700 Trunk Naming Example

The Switch Administrator can obtain a list of trunk groups on the switch using the list
trunk-group command from the Avaya Definity G3/S8300/S8700 console. In the
following figure, the switch has 15 trunk groups numbered one through to 15.
list trunk-group

Switch name: TERM Direct Connect - TRUNK GROUPS

Grp No. Out Que

No. TAC Group Type Group Name Mem TN COR CDR Meas Dsp Len

1 801 isdn ds1 01b05-7 70 1 1 y none n 0

2 802 isdn lucent v8 tie 23 1 1 y none n 0
3 803 tie ds1 01b08 24 1 1 y none n 0
4 804 tie ds1 01b09 24 1 1 y none n 0
5 805 tie ds1 01b10 24 1 1 y none n 0
6 806 isdn ds1 01b02 23 1 1 y none n 0
7 807 tie ds1 01b11 0 1 1 y none n 0
8 808 isdn DS1 01A13 BellSouth DID 4 1 1 y none n 0
9 809 isdn alcatel tie 5 1 1 y none n 0
10 810 tie ds1 01b13 24 1 1 y none n 0
11 811 tie ds1 01b14 24 1 1 y none n 0
12 812 tie ds1 01b15 24 1 1 y none n 0
13 813 tie ds1 01B16 24 1 1 y none n 0
14 814 isdn ds1 01b17 23 1 1 y none n 0
15 815 tie ds1 01b18 24 1 1 y none n 0

For this example, trunk 2 of type ISDN is then be configured in System Administration.
For each of the trunk groups that is tapped by the Quality Monitoring system, the
Switch Administrator can list the trunk members using the command list members
trunk-group <X>, where< X> is the trunk group number.

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This command is shown in the following figure, and you also notice that there is no
24th channel in the trunk group since the trunk is ISDN, and therefore the 24th
channel is used as the D-Channel.
list members trunk-group 2

Switch name: TERM Direct Connect - TRUNK GROUP MEMBERS

Group Number: 2 Group Name: lucent v8 tie Group Type: isdn

TAC: 802 COR: 1 TN: 1

Member Ans Sig

No. Port TN Code Sfx Name Night Mode Type Delay Grp Ch
1: 01B0401 TN464 F 2 1
2: 01B0402 TN464 F 2 2
3: 01B0403 TN464 F 2 3
4: 01B0404 TN464 F 2 4
5: 01B0405 TN464 F 2 5
6: 01B0406 TN464 F 2 6
7: 01B0407 TN464 F 2 7
8: 01B0408 TN464 F 2 8
9: 01B0409 TN464 F 2 9
10: 01B0410 TN464 F 2 10
11: 01B0411 TN464 F 2 11
12: 01B0412 TN464 F 2 12
13: 01B0413 TN464 F 2 13
14: 01B0414 TN464 F 2 14
15: 01B0415 TN464 F 2 15
16: 01B0416 TN464 F 2 16
17: 01B0417 TN464 F 2 17
18: 01B0418 TN464 F 2 18
19: 01B0419 TN464 F 2 19
20: 01B0420 TN464 F 2 20
21: 01B0421 TN464 F 2 21
22: 01B0422 TN464 F 2 22
23: 01B0423 TN464 F 2 23

The Port column in the output of the command identifies the physical card in the switch
and channel on the card to which the trunk member is attached. This method of listing
the trunks and members only works if the trunk groups are configured as contiguous
ranges of ports across whole T-1/E-1 cards to be tapped. If ranges of channels on a
card in the switch are members of different trunk groups, or the members are not in
the same order as the channels on the card in the switch, then the Switch
Administrator can use an alternate method to list the trunk group and members on a
physical card at a time. In the previous example, the command test board 01B04
would list the trunk group and member information as the alternate name for each port
on the card. You would need to repeat this command for each card on the switch to be
tapped.

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Steps to follow:
1 Obtain the list of trunk groups and members from the Switch Administrator, you can
configure the trunk spans in System Administration. First, create a trunk span with
the suggested naming convention that includes the Avaya Definity G3/S8300/S8700
trunk group number, as shown in the following figure:

2 Ensure that you select the Avaya Definity G3/S8300/S8700 switch from the
Switch drop-down list, which was previously configured in your system.
3 Set the names of the ports on the span to the Tg<x>T<y> format, where <x> is
replaced with the trunk group number, and <y> is replaced with the trunk member
number.

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4 Type the appropriate information in the Assign Port Names fields, and then click
Assign. The port numbers are automatically calculated for you.

For additional information on the fields of the Trunk Span Properties page, refer
to the System Administration online help.
5 Since this trunk is an ISDN trunk, the last port on the span is identified as the
D-Channel so it never matches any value in a CTI event, as illustrated in the
following figure.

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6 Disable the media channel associated with the D-Channel on the voice card that is
tapping this trunk span. First, select the voice card associated with the trunk span.
In this example, the Dialogic DM/V480-2T1-PCI-HiZ voice card is the card tapping
the trunk span, as illustrated in the following figure.

7 Disable the D-Channel, which is the channel 24. The following figure illustrates that
Disabled is selected in the Capability drop-down list for the channel 24.

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Chapter 2 - Recording and Playback Recording Voice Data

Meridian1 / Succession Trunk Naming

The Meridian1 / Succession Trunk Naming scheme uses the switch's packed-hex
format for identifying the trunk. The Meridian1 / Succession Switch Administrator
typically refers to the trunks as loops with each given a number such as Loop 10. There
is a formula for converting the loop number into the packed-hex format. Once the loop
number is converted into packed hex, it is then converted to decimal format and
appended to the string literal TGT.

Meridian1 / Succession Trunk Naming Example

The Switch Administrator can obtain the list of loops on the switch using the LOAD 60
command from the Meridian console. The following figure illustrates a switch with two
loops numbered loop 10 through to loop 14.
ld 60

DTI000
.stast*
.

DTI000
.stat

PRI* TRK LOOP 10 - ENBL

FFMT/LCMT/YALMT: ESF/B8Z/FDL
TRACKING
SERVICE RESTORE: YES
YEL ALM PROCESS: YES
ALARM STATUS : NO ALARM
CH 01 - IDLE TIE 3VCE * CH 02 - IDLE TIE 3VCE *
CH 03 - IDLE TIE 3VCE * CH 04 - IDLE TIE 3VCE *
CH 05 - IDLE TIE 3VCE * CH 06 - IDLE TIE 3VCE *
CH 07 - IDLE TIE 3VCE * CH 08 - IDLE TIE 3VCE *
CH 09 - IDLE TIE 3VCE * CH 10 - IDLE TIE 3VCE *
CH 11 - IDLE TIE 3VCE * CH 12 - IDLE TIE 3VCE *
CH 13 - IDLE TIE 3VCE * CH 14 - IDLE TIE 3VCE *
CH 15 - IDLE TIE 3VCE * CH 16 - IDLE TIE 3VCE *
CH 17 - IDLE TIE 3VCE * CH 18 - IDLE TIE 3VCE *
CH 19 - IDLE TIE 3VCE * CH 20 - IDLE TIE 3VCE *
CH 21 - IDLE TIE 3VCE * CH 22 - IDLE TIE 3VCE *
CH 23 - IDLE TIE 3VCE * CH 24 - DCH 3

PRI* TRK LOOP 14 - ENBL

FFMT/LCMT/YALMT: ESF/B8Z/FDL
SERVICE RESTORE: YES
YEL ALM PROCESS: YES
ALARM STATUS : NO ALARM
CH 01 - UNEQ CH 02 - MBSY DID VOD *
CH 03 - MBSY DID VOD * CH 04 - MBSY DID VOD *
CH 05 - MBSY DID VOD * CH 06 - MBSY DID VOD *
CH 07 - MBSY DID VOD * CH 08 - MBSY DID VOD *
CH 09 - MBSY DID VOD * CH 10 - MBSY DID VOD *
CH 11 - MBSY DID VOD * CH 12 - MBSY DID VOD *
CH 13 - MBSY DID VOD * CH 14 - MBSY DID VOD *
CH 15 - MBSY DID VOD * CH 16 - MBSY DID VOD *
CH 17 - MBSY DID VOD * CH 18 - MBSY DID VOD *
CH 19 - MBSY DID VOD * CH 20 - MBSY DID VOD *
CH 21 - MBSY DID VOD * CH 22 - MBSY DID VOD *
CH 23 - MBSY DID VOD * CH 24 - DCH 1

The Meridian1 / Succession Trunk Naming strategy does not work with Option
11. This strategy works with Option 51, and should also work on similar models
such as Option 81.
Note:

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Chapter 2 - Recording and Playback Recording Voice Data

Steps to follow:
1 Create the trunk span for the Meridian1 / Succession switch, as illustrated in the
following figure. Be sure to select the Meridian1 / Succession switch from the
Switch drop-down list, which is already configured in System Administration.

2 Type the appropriate information in the Assign Port Names boxes, and then click
Assign. The port numbers are automatically calculated for you, as illustrated in the
following figure: s

For more detailed information on the fields of the Trunk Span Properties, refer to
the System Administration online help.

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Chapter 2 - Recording and Playback High-Volume Storage

High-Volume Storage
The Quality Monitoring system provides a high-volume storage solution for the
near-line storage of application data. This is an optional feature that can be leveraged
to extend the total storage available for content maintained by the eRecorder
subsystem. Low-cost media devices, such as tape storage, are typically selected as the
extended storage medium. However, disk storage and many other off-the-shelf
storage devices are supported. The extended storage devices are presented to the
eRecorder subsystem as one virtual storage device, which allows the available storage
hardware to grow as the recording needs grow, independent of any eRecorder
reconfiguration.
Content data is archived by moving it from the online eRecorder disk to extended
storage. When a contact is archived, the contact metadata remains in the Quality
Monitoring database and can be searched and reported on. Further, the contact
metadata is updated with bookkeeping information used by the Quality Monitoring
system to recognize the archived state.
The configuration of the Contact folders dictates when the BDR Server archives
contacts. The archive settings specify an expiration date for the online contact. The
contact remains accessible in the Contact folder prior to the expiration date. After the
expiration date, the contact is archived. The archive settings also specify whether
audio content, video content, or both are archived to extended storage.
Once archived, you cannot play back a contact unless it is restored. The Search and
Replay Client allows you to search for archived contacts and restore them to a selected
Contact folder. A visual indicator displays the progress of the restore. Once the
restoration is complete, an e-mail message notifies the requestor that the contact was
successfully restored.

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Chapter 2 - Recording and Playback High-Volume Storage

The graphic below illustrates the major Quality Monitoring components that participate
in archiving and restoring contacts during high-volume storage.

The Quality Monitoring system provides flexibility in extended storage options, using
either Legato® Systems’ DiskXTender software or the File Copy Adapter.
Legato Systems software manages the communication between the eRecorder and the
storage devices using the Legato DiskXTender and Media Store software components.
DiskXTender is installed on each eRecorder and is accessed directly by the eRecorder
through its provided API. DiskXTender can be configured for a central repository or in a
distributed environment. The Media Store software is installed on the server hosting
the extended storage. The Media Store server can be a separate system or can be
installed on an eRecorder server.

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Chapter 2 - Recording and Playback High-Volume Storage

Media Store supports many hardware devices. For a complete list of storage
devices, along with their hardware specifications, contact Adtech Solutions or
your appropriate hardware vendor.
Note:

If you choose to use the File Copy Adapter utility for high-volume storage, you specify
the location of the archive server in the Archive Path Registry Setting for eRecorder. In
a distributed environment with multiple eRecorders, you can specify the same or
separate paths for extended storage, depending upon your particular configuration.
The graphic below shows High Volume Storage architecture (hosted by eRecorder).

If an eRecorder was selected to host the extended storage, it must provide

adequate system resources to account for both the normal recording and
playback of Content, as well as the overhead of moving the content to the
Note:

attached extended storage.

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Chapter 2 - Recording and Playback Purge, Archive and Restore Processing

Purge, Archive and Restore Processing

Using Search and Replay, you can purge, archive, and restore contacts. While these
actions are folder-centric, the Quality Monitoring system recognizes whether the
contact has multiple references between folders and takes the appropriate action.

Purge
Contacts are purged based on expiration date. If the contact being purged is the only
contact associated with a particular contact folder, then both the contact folder and the
contact itself are purged.
Contact Folder Management and the relationships between contact folders, contacts,
content, and purge settings are illustrated in the following graphic, showing Contact
Management configuration without archiving.
In the following illustration:
z Contact 1 is purged from the system after 30 days.
z The reference to Contact 3 in Folder A is removed after 30 days and Contact 3 is
purged from the system after the last reference is removed from Folder B at 365
days.
z Contact 2 and Contact 5 are purged from the system after 365 days.
z Contact 6 is only referenced by the UNASSIGNED folder since a business rule did
not trigger for this contact.
z A business rule triggered for Contact 7 indicating the request to record audio
content. However, subsequent to that event, another business rule trigger for the
same contact and indicated “Do Not Store Contact” which ceased the recording of
content and stored the Contact in the UNASSIGNED folder.

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Chapter 2 - Recording and Playback Purge, Archive and Restore Processing

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Chapter 2 - Recording and Playback Purge, Archive and Restore Processing

Archive
The Archive options of the contact folder specify the type of content to archive. Content
that is not archived is deleted.

Archive options are available when High Volume Storage (HVS) is part of your
Quality Monitoring system.
Note:

During the archive process, a contact matching the archive date of the contact folder
results in the content being copied to High Volume Storage as well as remaining on
online storage until the last appearance of that contact is either purged or archived as
well. When all appearances of that contact are archived, any unspecified content is
purged.
Contact Folder Management and the relationships between contact folders, contacts,
content, and purge/archive settings are shown in the graphic below, illustrated Contact
Management with archiving.
In this illustration:
z The audio content for Contact 1 is archived after 30 days and the video content is
purged. Both the contact and the content is purged after 180 days.
z The audio content for Contact 3 is copied to High Volume Storage after 30 days
based on the configuration of Folder A. It is not removed from online storage since
Folder B maintains an online reference to the contact. After 60 days, the audio
content for Contact 3 is removed from online storage and is only available after a

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Chapter 2 - Recording and Playback Purge, Archive and Restore Processing

Restore request for that contact. After 180 days, the reference from Contact 3 is
removed. After 365 days, Contact 3 is purged from the system.

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Chapter 2 - Recording and Playback Playback

Restore
During Restore processing, a contact restored to a specified contact folder reappears
and the content is copied from High Volume Storage to online storage. Any other
hidden occurrences of that contact in any other contact folders remains in the archived
state.

The “Unassigned” Contact Folder

Recorded contacts that are not associated with a business rule can be stored in the
Unassigned folder. Only the system administrator has access to this contact folder.
Since the folder can contain a large number of contacts, it is not advisable to view the
folder. It is recommended that the expiration data for the unassigned contact folder be
set to a minimum of one day. The unassigned contact folder is provided as a Quality
Monitoring troubleshooting aid.

Playback
After recording a contact, you can play back the contact using the Search and Replay
Contact Viewer. You can launch playback from any location where there is
browser-based access to the Quality Monitoring system.
When you select a contact for playback, the Review Contact dialog box opens so that
you can specify the device(s) used to replay audio. Devices you can select for audio
playback include:
z Telephone extension
z Switch (if multiple switches are configured for the Quality Monitoring system)
z Computer speaker (workstation must be equipped with multimedia speakers and a
sound card)
The BDR Server also retrieves the contact metadata and constructs a Playback session.
The Playback session controls all playback commands to play, pause, stop, seek,
terminate, and so on, as requested by the Search and Replay client. The BDR Server
allocates the appropriate media channels required for playback.

The media channels must have playback capabilities and, in the

case of audio playback over a telephone, normally the BDR server
selects a playback media channel on the same eRecorder server
where the content file is located. In cases where this is not
possible, the playback server (the server where the playback
media channel is located) will read the content from the
eRecorder server where the content is located.

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Chapter 2 - Recording and Playback Playback

For each content record, the BDR Server specifies the start time, end time, and media
channel on which the contact was originally recorded. The eRecorder retrieves the
content from disk and prepares it for playback.
The audio playback is a streaming process established through a switch extension
provided to the eRecorder during installation, or over the LAN/WAN to a port on the
workstation. The audio is streamed through this playback port when the Play command
is issued.
The video playback is a streaming process. When the content is opened, the media
channel allocated for playback streams the found video content data to the Search and
Replay client. When the user clicks the Play button, the Search and Replay client plays
the video data. The Search and Replay client is responsible for synchronization of audio
and video data.

Export Processing
You can export a contact using the Search and Replay client in the Quality Monitoring
system. When a contact is exported, an AVI file is created containing the contact audio
data, video data, or both. The AVI file is on the master eRecorder Server in a dedicated
Exports directory and can be accessed using common HTTP requests.
To export a contact using the Search and Replay client, select a contact in one of the
available contact folders and select Export. The Search and Replay client obtains the
contact metadata from the database and issues a request to the BDR Server to export
the specified contact. The BDR Server also retrieves the contact metadata and sends
the appropriate export command to the eRecorder with the appropriate content
metadata. The eRecorder generates a Microsoft AVI file with the combined audio
content, video content, or both. All exported AVI files are written to the Exports
directory on the master eRecorder Server.

Playback from Within Workforce Management

If your system is integrated with Workforce Management you can play back contacts
using the Tracking module’s Adherence tab. When you select an agent and click the
Load Interactions button, the Adherence section enables you to view all contacts
available for playback in a color-coded graphic interface. Click the Legend button for
descriptions of what the different colors represent.You can select which contact you
want to review and click the Playback button.

eLearning Solution
From the Playback tool bar, you can launch the eLearning Solution, Lesson
Management Interface (LMI), or the Student learning web page, based on your access
permissions. The button is disabled if your system is not integrated with the eLearning
solution. Refer to the Quality Monitoring Configuration Guide for information on
integrating with the Learning solution.

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Chapter 2 - Recording and Playback Security

Security
Quality Monitoring has several security features which, by default, are installed, but
disabled. For information on implementing security features, see the Quality Monitoring
Security Administration Guide.

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Chapter 3

Playback and Live

Monitor Support

Stand alone Quality Monitoring environments fully support playback and live
monitor using either the telephone or a PC speaker. However, Quality
Monitoring integrations with other recorders have specific playback and live
monitor support requirements and limitations.
This chapter details the specific playback and live monitor requirements and
limitations for each type of Quality Monitoring environment.
This chapter covers the following topics:
z Overview, page 46
z Stand Alone Quality Monitoring, page 47
z Quality Monitoring with Full-time Recording (IP or TDM), page 47
z Quality Monitoring with ACR Full-time Recording, page 48
z Quality Monitoring with ACR Selective Recording, page 49
z Quality Monitoring with NCR Selective Recording, page 50
Chapter 3 - Playback and Live Monitor Support Overview

Overview
Playback to the phone always requires an integration with the switch. Standalone
Quality Monitoring uses TDM cards. Some Quality Monitoring environments that do not
use TDM cards can use Audio Server to integrate with the switch for phone playback.
Live monitoring that is done through Quality Monitoring integrates with the switch
using TDM cards. Quality Monitoring environments that do not use TDM cards can use
the Observer (PC speaker) or Web Observer (phone) applications. However, when
Observer or Web Observer is used for live monitoring, the system cannot synchronize
the audio and video (screen) data.
The following table provides a high level indication if the environment has playback or
live monitor limitations:
z Green - supported, no limitations
z Yellow - limitations, but will work under a specific configuration
z Red - limitations, not supported

Environment Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker

Stand Alone
Quality
Monitoring, page
47

Quality
Monitoring with
Full-time
Recording (IP or
TDM), page 47

Quality
Monitoring with
ACR Full-time
Recording, page
48

Quality
Monitoring with
ACR Selective
Recording, page
49

Quality
Monitoring with
NCR Selective
Recording, page
50

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Chapter 3 - Playback and Live Monitor Support Stand Alone Quality Monitoring

Stand Alone Quality Monitoring

The following table outlines the impact of the stand alone Quality Monitoring recording
configuration on audio playback and live monitor functionality:

Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker
Fully Supported Fully Supported Fully Supported Fully Supported

A TDM switch interface card, such as Dialogic, is required on the Quality Monitoring
server to:
z record audio (i.e. receiving the audio from the switch)
z playback audio over the phone
z monitor audio over the phone in real time
Audio and screen playback is synchronized.

Quality Monitoring with Full-time Recording

(IP or TDM)
The following table outlines the impact of the Quality Monitoring with Full-time
Recording (IP or TDM) configuration on audio playback and live monitor functionality:

Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker
Supported with Audio Fully Supported Supported if the Supported if the
Server switch has a TDM switch has a TDM
interface or the Web interface or the
Observer application is Observer application is
used. used.

When Web Observer is When Observer is used,

used, the audio and the audio and screen
screen data will not be data will not be
synchronized. synchronized.

A interface card is required in Quality Monitoring for recording and playing back Live
Monitor contacts. This is the desired solution since it allows Live Monitor audio and
screens to be synchronized through Quality Monitoring.
Audio Server has a Dialogic or equivalent voice card as well and is used by the
Full-time Recorder to connect to the switch to support phone playback.
The Full-time Recorder connects to the switch to playback or live monitor audio
through the phone. The Web Observer application (phone) or Observer application (PC
speaker) can replace Quality Monitoring for Live Monitor. This solution should only be
used if Quality Monitoring cannot connect to the switch for Live Monitoring.

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Chapter 3 - Playback and Live Monitor Support Quality Monitoring with ACR Full-time Recording

Quality Monitoring with ACR Full-time

Recording
The following table outlines the impact of the Quality Monitoring with Full-time
Recording (ACR+) configuration on audio playback and live monitor functionality:

Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker
Fully Supported since Fully Supported Supported when Supported when
Audio Server is built Quality Monitoring has Quality Monitoring has
into the ACR. one of the following: a switch that supports
z a switch that hybrid telephony
supports hybrid interface for TDM plus a
telephony interface Dialogic card in Quality
for TDM plus an Monitoring server.
interface card in the
Quality Monitoring Not Supported when
server the ACR recorder is the
z service observe is server. ACR cannot Live
used from the Monitor using the PC
supervisor phone. Speaker.

Supported when the

ACR application is used.

The ACR recorder contains a built-in Audio Server component which is used by Viewer
to replay recordings to the phone.
ACR+ uses single step conferencing to record the audio instead of using service
observe - therefore service observe limitations do not apply.
The Observer/Web Observer applications for Live Monitor are not supported for OEM
recorders. In this case there is no need for the applications as the supervisor can use
the service observe feature from the phone.

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Chapter 3 - Playback and Live Monitor Support Quality Monitoring with ACR Selective Recording

Quality Monitoring with ACR Selective

Recording
The following table outlines the impact of the Quality Monitoring with ACR Selective
configuration on audio playback and live monitor functionality:

Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker
Fully Supported since Fully Supported Supported when Not Supported
Audio Server is built Quality Monitoring has
into the ACR. one of the following:
z a switch that
supports hybrid
telephony interface
for TDM plus an
interface card in the
Quality Monitoring
server
z service observe is
used from the
supervisor phone.

Supported when the

ACR application is used.

ACR (Selective Quality) uses Service Observe to record the calls.

On Communication Manager 3.x, a side-effect of using service observe to record calls
(as used by Station Bulk and Station Executive recording modes) is that this switch
feature is no longer accessible to supervisors who wish to use it. To mitigate this, one
or more ports on a ContactStore for Communication Manager can be assigned for Live
Monitor use. Supervisors can dial into these ports and dial the number of the station
they wish to observe. The audio being recorded is relayed to them giving similar
functionality to service observe.
With Communication Manager 4.0 and above, two service observe sessions can be in
progress on the same call and it is therefore unlikely that you will need to use Live
Monitor ports.
The Observer/Web Observer applications for Live Monitor are not supported for the
OEM recorders - in this case there is no need for it as the supervisor can use either
Quality Monitoring or the Live Monitor Ports and on the newer Communication Manager
the limitation is two service observes per call. The ACR recorder contains a built-in
Audio Server component which is used by Viewer to replay recordings to the phone.

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Chapter 3 - Playback and Live Monitor Support Quality Monitoring with NCR Selective Recording

Quality Monitoring with NCR Selective

Recording
The following table outlines the impact of the Quality Monitoring with NCR Selective
recording configuration on audio playback and live monitor functionality:

Audio Playback Audio Live Monitor

Phone PC Speaker Phone PC Speaker
Not Supported Fully Supported Supported when a Not Supported
CRC card is used to
record audio.

NCR IP Recording relies on duplicate media streaming.

NCR does not have an audio path to establish playback over the phone (unless the CRC
card is used for recording, with the known limitations)
Observer and Web Observer applications can not be used as this is the same interface
from which the NCR gets the audio from the TDM recorders.

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Chapter 4

Integration With Add-On

Features

The Quality Monitoring system can be integrated with add-on components for a
customized solution:
Enterprise Reporting - Imports (extracts, transfers, loads) Quality Monitoring
data to run the Enterprise Reports. This feature comes bundled with Quality
Monitoring, but must be installed in order to create reports.
eLearning - Analyzes training needs based on evaluation scores and delivers
targeted learning sessions over the Web directly to the agent desktop. From the
Playback toolbar, you can launch eLearning, Lesson Management Interface
(LMI), or the Student learning web page, based on your access permissions.
Workforce Management - Simplifies the complex task of forecasting and
scheduling, enabling your contact center to capitalize on the unique skills and
proficiencies of each agent.

If your system is integrated with Workforce Management, on-demand

recording must be activated.
Note: