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Please let me know the way of insta
- Thread starter faizan1
- Start date
ChrisLynch
IS-IT--Management
Hi,
Your questions aren't very specific so I'll answer as best as I can...
Firstly to install a NICE Logger there are many things that you have to do, but also it depends on the type of system you are using. If you are using a "Total" logger, then you have to hard-wire every NICE channel onto an extension on your Krone board (or alternative).
If it is just a selective recording system you are using, then you should simply configure the software to read events from your Genesys box or other CTI system you may be using. NICE generally works on the "service observe" principle, so you also need to ensure that the extensions you will be recording have no Service Observation bar on them.
As for EDIF cards, this is not something i can say I have heard of... if you mean ADIF - this is an audio card, it converts the raw data to Audio and vice-versa.
RAD - Again, this is not something I have heard of.... if you mean RAID this is to do with disk redundancy. Data is spanned accross multiple disks and depending on the RAID option you go for you can also have complete copies of drives - thus reducing the risk or losing data... I believe this comes as standard with all NICE solutions.
RAP Units - These are the equipment used to play back audio via telephone extension. Each RAP unit consists of 2 "channels" - I.E, 2 Extensions for audio to be played back over. These are not ESSENTIAL, they are however VERY handy and make it easier to listen to recorded Audio as you just dial an internal extension number on your phone rather than struggle to hear the audio over your PC's speakers.
Regarding increasing "monitoring" channels - if you mean Recording channels, the amount of channels you have is defined when you purchase your system. On a total recording system you have whats knows as NATI boards. These are groups of 24 audio channels, there can be upto 5 NATI boards in a logger (as far as im aware) giving you upto 120 channels on one logger. This CAN be expanded as necessary, but i would recommend buying a logger with "spare" channels for future expansion.
If you mean increasing PLAYBACK Channels, then this is defined by the amount of RAP units you have. Each RAP unit will have 2 playback channels so the more the merrier ! On one of our systems, our Selective recording system, we have 20 Playback channels - or 10 RAP units.
Hope this helps ! Regards,
Chris Lynch
NICE Administrator
mailto:chris.lynch@teletech.com
Your questions aren't very specific so I'll answer as best as I can...
Firstly to install a NICE Logger there are many things that you have to do, but also it depends on the type of system you are using. If you are using a "Total" logger, then you have to hard-wire every NICE channel onto an extension on your Krone board (or alternative).
If it is just a selective recording system you are using, then you should simply configure the software to read events from your Genesys box or other CTI system you may be using. NICE generally works on the "service observe" principle, so you also need to ensure that the extensions you will be recording have no Service Observation bar on them.
As for EDIF cards, this is not something i can say I have heard of... if you mean ADIF - this is an audio card, it converts the raw data to Audio and vice-versa.
RAD - Again, this is not something I have heard of.... if you mean RAID this is to do with disk redundancy. Data is spanned accross multiple disks and depending on the RAID option you go for you can also have complete copies of drives - thus reducing the risk or losing data... I believe this comes as standard with all NICE solutions.
RAP Units - These are the equipment used to play back audio via telephone extension. Each RAP unit consists of 2 "channels" - I.E, 2 Extensions for audio to be played back over. These are not ESSENTIAL, they are however VERY handy and make it easier to listen to recorded Audio as you just dial an internal extension number on your phone rather than struggle to hear the audio over your PC's speakers.
Regarding increasing "monitoring" channels - if you mean Recording channels, the amount of channels you have is defined when you purchase your system. On a total recording system you have whats knows as NATI boards. These are groups of 24 audio channels, there can be upto 5 NATI boards in a logger (as far as im aware) giving you upto 120 channels on one logger. This CAN be expanded as necessary, but i would recommend buying a logger with "spare" channels for future expansion.
If you mean increasing PLAYBACK Channels, then this is defined by the amount of RAP units you have. Each RAP unit will have 2 playback channels so the more the merrier ! On one of our systems, our Selective recording system, we have 20 Playback channels - or 10 RAP units.
Hope this helps ! Regards,
Chris Lynch
NICE Administrator
mailto:chris.lynch@teletech.com
- Thread starter
- #3
Hi
thanx chris,
it was just great explaination.
The problem i am facing is related to logger 8.
Problem is i had 30 channel and i had devided into as follows,22 for channel for events,4 for ROD recording(request on demand)4 for Monitering.
But when i use to put my agents on ROD ,these agents are thrown out from recording in 2 or 3 sec.
And please let me know how to play back calls from the DAT.
waiting for your reply
regards
thanx chris,
it was just great explaination.
The problem i am facing is related to logger 8.
Problem is i had 30 channel and i had devided into as follows,22 for channel for events,4 for ROD recording(request on demand)4 for Monitering.
But when i use to put my agents on ROD ,these agents are thrown out from recording in 2 or 3 sec.
And please let me know how to play back calls from the DAT.
waiting for your reply
regards
ChrisLynch
IS-IT--Management
Hi There,
No problem about the reply, thats what the forum is for !
Judging by your reply, you appear to have a NICE Universe 8.x series system. We also have NICE universe 8.5 so I know quite a lot about this system, however I am not familiar with splitting the channels into Scheduled Recording, ROD and Monitoring (playback?).
I think I know whats happening though. When using the ROD function, are you getting an error that says "The Agent Recorder disconnected" or something LIKE that ? I can't remember the exact error off hand, but its something like that. If this IS the error you are receiving this, I believe, is due to multiple service observations on the same station/extension.
When doing ROD's, you need to make sure that the Scheduler is not trying to record the same call. If the scheduler is trying to record the same call the ROD will be cancelled, however the call WILL still be recorded. To find the call go into NICE Evaluator and search for calls where the Initiator is marked "QA,ROD".
If you also have the Screen Capture function, it's possible that the calls are being dropped due to no screen capture being available. If this is happening, make sure the "NT_REC.exe" process on the Agent's workstation is installed, loading and functioning correctly. Also, make sure the correct Extension and IP Address (NICE Screen Logger) are specified in the c:\tb2\agent.ini file on the agents workstation. This path is the generic install path for the NICE Screen Agent software, however you MAY have it installed elsewhere.
We also had a problem which related to network routing, it appeared that some types of Cisco routers do not handle the protocol that the screen agent software uses and the workstations could not connect to the Screen Logger - thus no screen capture was being recorded.
As for retreiving calls from DAT.... Go into NICE Query and run a search on the Calls you want to retrieve. If the calls have been archived, no results will be returned. In the channels section of the search criteria, check the "Query Media Library" option and run the search again. The calls should be shown, however they will have media icons next to them rather than Hard Disk icons.
Highlight all of the results you wish to retrieve, right click on one of them and click on Retrieve. You will be prompted to Insert one or more DAT's. If more than one DAT is required, make sure you click on "Eject Media when Retrieval Completed" until you are prompted to insert all of the DAT(s) into the logger.
The on screen instructions will automatically allocate a DAT drive for the tapes to be loaded into and it will also automatically change the drive's function to retrieval. If the allocated drive is archiving a tape, the archiving will be suspended and the tape ejected.
Hope this helps. Regards,
Chris Lynch
NICE Administrator
mailto:chris.lynch@teletech.com
No problem about the reply, thats what the forum is for !
Judging by your reply, you appear to have a NICE Universe 8.x series system. We also have NICE universe 8.5 so I know quite a lot about this system, however I am not familiar with splitting the channels into Scheduled Recording, ROD and Monitoring (playback?).
I think I know whats happening though. When using the ROD function, are you getting an error that says "The Agent Recorder disconnected" or something LIKE that ? I can't remember the exact error off hand, but its something like that. If this IS the error you are receiving this, I believe, is due to multiple service observations on the same station/extension.
When doing ROD's, you need to make sure that the Scheduler is not trying to record the same call. If the scheduler is trying to record the same call the ROD will be cancelled, however the call WILL still be recorded. To find the call go into NICE Evaluator and search for calls where the Initiator is marked "QA,ROD".
If you also have the Screen Capture function, it's possible that the calls are being dropped due to no screen capture being available. If this is happening, make sure the "NT_REC.exe" process on the Agent's workstation is installed, loading and functioning correctly. Also, make sure the correct Extension and IP Address (NICE Screen Logger) are specified in the c:\tb2\agent.ini file on the agents workstation. This path is the generic install path for the NICE Screen Agent software, however you MAY have it installed elsewhere.
We also had a problem which related to network routing, it appeared that some types of Cisco routers do not handle the protocol that the screen agent software uses and the workstations could not connect to the Screen Logger - thus no screen capture was being recorded.
As for retreiving calls from DAT.... Go into NICE Query and run a search on the Calls you want to retrieve. If the calls have been archived, no results will be returned. In the channels section of the search criteria, check the "Query Media Library" option and run the search again. The calls should be shown, however they will have media icons next to them rather than Hard Disk icons.
Highlight all of the results you wish to retrieve, right click on one of them and click on Retrieve. You will be prompted to Insert one or more DAT's. If more than one DAT is required, make sure you click on "Eject Media when Retrieval Completed" until you are prompted to insert all of the DAT(s) into the logger.
The on screen instructions will automatically allocate a DAT drive for the tapes to be loaded into and it will also automatically change the drive's function to retrieval. If the allocated drive is archiving a tape, the archiving will be suspended and the tape ejected.
Hope this helps. Regards,
Chris Lynch
NICE Administrator
mailto:chris.lynch@teletech.com
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