Nortel Viewer Manuale utente

Nortel Viewer

User Guide

Product Release 6.01 Standard 2.0 September 2007

297-2183-965

Nortel Viewer

User Guide

Publication number: 297-2183-965

Product release: 6.01

Document release: Standard 2.0

Date: September 2007

All materials provided herein are the exclusive property of Nortel Networks and its licensors.

Only expressly authorized individuals under obligations of confidentiality are permitted to

review materials in this document. By reviewing these materials, you agree to not disclose

these materials to any third party unless expressly authorized, and to protect the materials

as confidential and trade secret information. Any unauthorized review, retransmission,

dissemination or other use of these materials is strictly prohibited. If you are not authorized

to review these materials, please return these materials (and any copies) from where they

were obtained. All materials found herein are provided "AS IS" and without warranty of any

kind. Information is subject to change without notice.

Nortel Networks reserves the right to make changes in design or components as progress

in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Nortel

Viewer is proprietary to Nortel Networks. Any other use of the data and the transmission

process is a violation of the user license unless specifically authorized in writing by Nortel

Networks prior to such use. Violations of the license by alternative usage of any portion of

this process or the related hardware constitutes grounds for an immediate termination of the

license and Nortel Networks reserves the right to seek all allowable remedies for such

breach.

Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

iv Nortel Viewer

Revision history

September 2007 Standard 2.0. Nortel Viewer User Guide is up-

issued for Product Release 6.01.

March 2007 Standard 1.0. Nortel Viewer User Guide is released.

November 2006 Nortel Viewer User Guide reformatted according to

Nortel guidelines.

User Guide v

Contents

Getting started 7

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 10

Introduction 11

About Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Logging In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Finding your way around . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

How to use Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Searching for calls 17

Searching for calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Viewing search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Sorting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Printing results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

E-mailing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Replaying calls 23

Call Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Calls recorded on separate channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Replaying calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Saving and exporting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Replaying screen captures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Queries 31

About queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Building a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Query toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Query wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Creating queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Contents Standard 2.0

vi Nortel Viewer

Filter fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Data types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Operators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Audit 53

Audit overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Administration 59

Administration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Capture platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Adding Capture Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Capture Platform information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Managing user replay restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Copying Viewer User Replay Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . 72

Understanding Export Formats 85

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Extension Export/Import using ConfExtn . . . . . . . . . . . . . . . . . . . . . . . . . 87

Extension Updates using ConfSchd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Replay Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Extension Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Schedule (Updates) Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Replay Restrictions Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Extension Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Replay Restrictions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Index 97

User Guide 7

Chapter 1

Getting started

In this chapter:

Intended audience 8

How to get help 8

Software and documentation version numbering 10

Getting started Standard 2.0

8Nortel Viewer

Intended audience

This document is for use by Nortel Viewer users and System

Administrators.

How to get help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was

released. To check for updates to the latest documentation and software for

Contact Center 6.0, click one of the following links:

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel

Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and

tools to address issues with Nortel products. From this site, you can:

download software and related tools

Link to Takes you directly to

Latest software The Nortel page for Contact Center is located at

http://www.nortel.com/espl.

Latest documentation The Nortel page for Contact Center documentation

is located at http://www.nortel.com/helmsman.

September 2007 Getting started

User Guide 9

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Support Web site and Nortel Knowledge Base for answers to

technical issues

open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information your require on the Nortel Technical

Support Web site, and you have a Nortel support contract, you can also get

help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the Web site below to obtain the phone

number for your region:

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing

Code

You can use an Express Routing Code (ERC) to more quickly route your

call to the appropriate support specialist. To locate the ERC for your

product or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a

distributor or authorized reseller, you can contact the technical support staff

for that distributor or reseller.

Getting started Standard 2.0

10 Nortel Viewer

Software and documentation version

numbering

Nortel Contact Recording and Quality Monitoring documentation is issued

for Nortel Contact Recording Package Release 6.01. The individual Nortel

Contact Recording and Quality Monitoring software components that you

install may display a different number. This is a known issue that does not

affect system performance. Version 6.01 will be reflected in future software

updates. Use the Nortel Contact Recording and Quality Monitoring

documentation for Release 6.01 with Nortel Contact Recording Release

6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,

and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality

Monitoring 6.0 Service Pack 4.

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