Avaya DS1 record delay

[Bodgit]

I have been told that when using single step conference or service observe via DS1 to avaya in a total recording environment there is a 2-3 sec delay before recording starts. NICE have admitted this but claim that the delay is very small but will not say how small. If this is to be used in a financial market calls can be as short as 2 secs no delay is acceptable.

has anyone used this for total recording and do they know what the actual recording delay is.

thanks

 

[ChrisLynch]

Hi,

Yes there is a delay. It can vary though, sometimes it's only 1/2 seconds, sometimes it's less, but then sometimes it's up to 10 seconds.

You will probably agree that this can be problematic.

Note that this will only occur when using a Seperate "QA" system, such as Nice Universe where calls are Service Observed. This issue occurs on our NICE Universe 4.2 system.

You mention Total Recording. We also have Nice Universe 8.5 at another site, this is a combined QA/Total Recording solution. QA Calls are not service observed however, they are simply selected by NICE from the Total Recording calls and are placed into NICE Universe, rather than Query.

Hope this helps.

Regards,
Chris.

 

[Bodgit]

This will not be used in a QA environment so the only kit involved will be the recorders(DS1) and CLS for (CTI events)
Do you think this will reduce the delay by a great deal or do you know what this delay will be?

 

[ChrisLynch]

Can't say for certain what the delay will be.

I don't think the purpose of this system will change the delay either - it's the service observe function that causes the delay.

Though I don't know exactly WHY this delay is apparent, I have a feeling it's to do with the time taken from when NICE receiving a CTI event, until it actually acts upon that event. That would lead me to believe that the size of the delay would depend on the number of agents currently logged in and the number of CTI events being processed.

Sorry I can't help further on this.

Regards,
Chris Lynch.