"NICE" call logging or other options??
"NICE" call logging or other options??
(OP)
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!
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!
RE: "NICE" call logging or other options??
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
www.effecta.nl
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RE: "NICE" call logging or other options??
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
RE: "NICE" call logging or other options??
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
RE: "NICE" call logging or other options??
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?
RE: "NICE" call logging or other options??
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
RE: "NICE" call logging or other options??
Kind Regards,
Maarten Copini
www.effecta.nl
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RE: "NICE" call logging or other options??
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.
RE: "NICE" call logging or other options??
(I know some)
Kind Regards,
Maarten Copini
www.effecta.nl
-Please let fellow members know if their post was of any help-
RE: "NICE" call logging or other options??