Beruflich Dokumente
Kultur Dokumente
FROM
INTERACTIONS
www.nice.com
Presented by:
Stephen Wright
July 2005
www.nice.com
Agenda
Redundancy
Supports N+1 redundancy
Flexible No Redundancy:
Conditioned-recording can be used to capture calls Recording dependant upon CTI, redundancy
based on business rules, for efficient use of the solution not available
recording channels
ADVANTAGES DISADVANTAGES
Reliability Requires NICE Hardware
The most reliable recording method. No dependence Uses proprietary interface cards
on CTI
ADVANTAGES DISADVANTAGES
Flexible Dependant upon LAN Switch and Network
Conditioned-recording can be used to capture calls Architecture
based on business rules, for efficient use of the Requires LAN switch to support specific port
recording channels mirroring modes and splitting of voice & data traffic
Capturing the audio streams may require
adjustments to the network topology
Reliability Encryption
Recording can continue in event of CTI failure Encrypted IP phones cannot be recorded
Software Only Option
Can be provided as a software only recorder
Redundancy
Supports N+1 redundancy
ADVANTAGES DISADVANTAGES
Cost Effective Selective & Interaction-based Only
A cost effective solution for recording a few calls Often not appropriate for Total (Compliance)
selectively Recording
No loss of audio
Synchronizati
Media Gateway
Dual voice capture unit
Database
AES Voice
– Each call is recorded by both units (CMAPI Capture
on
& CTI) & DB
Dual calls databases
– Database synchronization
Centralized storage Phones Audio
– Each call stored only once Path Centralized
Storage
– Optional – storage redundancy
Centralized administration LAN
NICE
Storage Center
Requires twice as many resources (two conference resources per call)
Consult-conference feature blocked (relevant mainly for Contact Centers)
NICE
Media Recording
Gateway System
Avaya
CMAPI
Analog/Digital Phones & CTI
Server
IP Phones
ESS Media
Remote Site B Server Media
WAN Gateway
Remote Site A
IP Phones
NICE Recording AES
IP Phones System
ADVANTAGES DISADVANTAGES
Device Independent CMAPI Server Dependant
Supports recording of all phone types including encrypted Recording dependent upon CMAPI server availability
IP phones
CMAPI
(requires a fault
tolerant
configuration)
Trunk
(Matrix) (no internal calls) (no internal calls)
Extension &
Passive VoIP (IP-phones only) (no support for (VoIP only)
Loggers encryption)
Service
Observation (DS1)
Media Server
AES:
Avaya
Analog/Digital Phones CMAPI
& CTI Emulated IP Phones
IP Phones Server
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Emulated IP Phones
LAN
Media
IP Phones Gateway
Analog/Digital Phones
New Capabilities:
– Adding Internal calls recording capability to existing trunk-side recording
customers by adding CMAPI channels for internal calls recording
– Both recording platforms (Trunk + CMAPI) operate under the same administration
and applications.
Adding channels:
– CMAPI can be added to any 8.9 solution for centralized administration and
applications:
– Trunk side + CMAPI
– Station side + CMAPI
– VoIP (passive sniffing) + CMAPI
– Financial Trading Floors: front office (turret system) + CMAPI (back office)
Branch
Main Site
IP Connection
Media GW
Media Server
WAN
IP Phones
IP Phones
NICE Recording
System
Logger:
– $5,000/logger
– $400/channel
NiceCLS and CTI drivers are included (do not have separate items)
$57000
QM Recording for 20 channels of 120 seats
– 1 CMAPI Voice Logger
$5000
– 20 FREE CMAPI Channel licenses (Promotion)
$0
– QM package – first 80 seats $36800
– Additional 40 QM package seat licenses 40X$460 = $18400
$60200
Insight from Interactions
NICE CMAPI Applications Advantages
Language Support
– Non-English character set
– Apps user interface for Interaction-based / All calls Recording:
– English
– Spanish
– French
– German
– Japanese
– Simplified Chinese
– Apps user interface for Quality Management:
– English
– Spanish
– Japanese
– French (new)
– German (new)
NICE Sales Engineers will provide assistance with design and pricing
NICE will provide a CMAPI Configuration and Pricing Tool for Avaya (for
budgetary quotes)
NICE CMAPI Sales, Pricing, and Integration Guides available on Avaya and
Business Partner Portals
500 channels per capture platform
– Call compression (G.729A) performed on AVAYA Media Gateway
250 channels per capture platform
– Call compression (G.729A) performed on NICE recorder server
– No need for G729A compression to be done by the Media Gateway
– Saves Resources on Avaya VoIP boards (MedPro / IP Media Resource / VoIP Module)
AE Services Quick Quote and Configuration Tool - NICE Systems
All NICE price codes assigned Avaya SAP material codes
Solution Portfolio
Reviewing
and scoring
Reporting
CMAPI
(requires a fault
tolerant configuration)
Trunk
(Matrix) (no internal calls) (no internal calls)
Extension &
Passive VoIP (IP-phones only) (no support for (VoIP only)
Loggers encryption)
Service
Observation (DS1)
but
NICE offers advanced CTI and compound call capabilities to enhance user
experience
– More call details (e.g. business data) , Improving search capabilities
– Improving recording selectivity
– Improved Resiliency
– Supports Communication Manager 3.0 ESS (Enterprise Survivable Server)
– Integrated solution for TDM+IP trunks
– trunk-side recording for TDM trunks
– complementary recording with CMAPI
Survivability
– Fully redundant solution option
– No single point of failure
– No loss of audio or call information
www.nice.com