"NICE" call logging or other options?? 1

[ncphoneman]

We are currently considering a NICE voice logger mainly due to the great integration to our Avaya Definity G3R 9.5 system.

Would anyone care to offer any ideas/concerns/problems that we should specifically address with NICE?

Also, what are some other brands of equipment that have worked for others?

P.S. We are an alarm dispatch agency that needs 24/7/365 recording of all calls.

Thanks in advance for any info!

 

[mcopini]

Guess you got your answers on the AVAYA Definity Forum already, but indeed: your question should have ore of 'a home'in this forum.

Btw: if you need any docs on NICE recording and quality management tools, let me know. Got Gigabytes of that stuff!
Kind Regards,
Maarten Copini

http://www.effecta.nl

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[Guest_imported]

Hi ,

if your considering sheduled( per agent recording) or 24 hr recording use single step conference rather than serve observe as you'll highly likely run into trouble that your missing a second or two in the beginning of the call.

other tips.

Make sure people get their hands off the monitor function as it kills the recording sheduler and all other recordings being executed. the system will assign a higher priority to the monitor than to it's own work.

any other questions just post them here i'll have look for ya

 

[Bartimaeus]

Good morning NC,
Do you want to archive recordings to tape? Will you be tape mirroring? Or do you plan to dump to tape once or twice a week? Be sure to get tape drives in the logger that can handle DDS3 tapes or if you can afford the big AIT tapes. If you're going to do tape pulls think about how you'll interrupt the flow to do them without interrupting tape writes. We're a G3r 9.5 shop too with CentreVu CMS and one Nice logger.
Bart

 

[ncphoneman]

BARTIMAEUS:

Thanks for the response. We just finished with the 1st meeting with NICE & AVAYA and are very, very impressed with all of the offerings. We are still working out the details, but have already decided on the following:

24/7/365 station side recording via digital extension interface, online tapeless storage (final size depending on costs, etc.), call archiving via RAID and/or C.D., CLS server with CTI interface via MAP-D card for complete integration of call data with voice recording.

Now NICE wants us to also upgrade the CMS to their NICE ANALYZER. Have you considered this upgrade for your shop?

 

[Bartimaeus]

ncphoneman:

mmm...sounds...expensive...

From what I understand, we were presented with the server and CD options as well but nixed by the bean counters.

Don't much about ANALYZER, we pretty much just record the conversations and archive to tape on Fiday night. I'd really like to straighten out my archiving. For DR I'd like to send copies of the weekly recordings off-site for storage. My logger, installed about a year ago, came with one tape drive. The drive could only handle DDS2 tapes. Before I came along (I'm an Avaya retiree) a second drive was installed. It can handle the DDS3s. So now I'm trying to get answers out of Nice about upgrading the drive and what options are when considering mirroring versus continuous or scheduled tape writes.

My best to you and yours...
Bart

 

[mcopini]

I guess Nice Analyzer would only be interesting if you're running a full scale contact center integrating NiceUniverse, your CRM Solution and CMS and are doing some big time quality management etc... Kind Regards,
Maarten Copini

http://www.effecta.nl

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[Guest_imported]

1. Check references very carefully
2. Ask a lot of questions about service - company is based in Israel
3. Make sure that they have actually successfully installed the specific configuration that they are selling you.

I have heard of a lot of people dropping nice for performance and service issues.

 

[mcopini]

If you're concerned about service, buy the NICE system from a reliable AVAYA/NICE businesspartner who can do service theirselves.
(I know some)


Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[Toni269]

It's true that Nice has serious issues with their service, however they do have a great product. I have 24x7 emergency call center as well and we have setup a Nice Logger 8.5 digital in "Total Recording" mode which we have hard wired each extension from the desktop to the logger and it records all calls all the time. An easier way to do it in your case may be to setup trunk side recording which would record anything coming in or out of your T1's on all stations. If you need to do a lot of lookups and analysis for customer dispute resolutions I would consider the Nice Analyzer. It puts all of the call details, where and what time it came in, where it was transferred to, everything I could imagine about the call into a very nice report format and then there is an icon where you can just click to hear the actual segment of the call. I wish I had the analyzer! We spend hours trying to research calls and then have to put together a report for our customers and then try to get it matched with our call detail logs, it can be a nightmare if you have a lot of them to do. Our call center managers find the Nice Logger very easy to use and that makes my job much easier. When we first got our logger installed we had tons of trouble with the tape drives, I had to replace them 2-3 times, also the processor was replaced, finally the trouble was fixed by replacing the scusi cable. It was very frustrating to deal with the service end of getting it repaired because our internal clients can't go without call recording, (I have to setup manual recorders during maintenance) and as well, it takes time to get things shipped from Israel, so if have to have everything recorded all the time, you may want to look into a second backup logger for outages/maintenance. Since we have our scusi cable replaced, no problems so far. But the time it took to isolate the trouble, receive parts several times and finally fix took several months. Watch Nice as they sent me used parts a few times to put into my new $50K logger which I had to refuse and request new ones to be sent. It was obvious the parts were used because I would get tape drives (HP Brand) already mounted in brackets sent inside a "Nice" box with pencil marks and clear tape on the units, as well as the processor we received had scratches on it so I know it was already mounted and used (had dust on it).