How does Nice work in a Voip environment? 1

there are few ways to record VoIP:
1)passive, by configuring the network with spann / mirroring session, transfering the phones or Media gateway to the recording NIC within the VoIP Logger, (IP packets)
2)active, such as Avaya DMCC / CMAPI, Cisco Active, Nortel DMSIP - the packets will send to the recording NIC from the PBX / phone side, requires license and cost more, but can ovr come issues with passive recording

hope its helping you

i would put in my $.02: 1st, avaya dmcc active recording is actually cheaper than passive and 2nd, i wouldn't say active recording will solve all the passive recording pains, more like it will trade one set for another.

Thank you Ramati.

Would happen to know how Scree Capture works? How does Nice know which pc to record in relation to a phone extension.

screen capture works by

1. screen agent software installed on desktop of agent to be recorded using hooking or scraping.
2. when u install screen agent software u enter the ext of agent. this then registers with a sam server this server holds this information as a registration
3. u then create the agent in user admin and enter its extension etc

when a call occurs the interaction server looks at sam server for credentials and records it. in a qm environment u can set up rules to record only certain lenght of calls and wrap up pus 3.2 version is now compatible with pci regulations