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Thanks Everyone! What I wound up using was Number of recordings needed per associate / Number of calls per associate per day = % of calls needed to record % of calls needed * max number of concurrent logged in user We then added a buffer to that to account for specialty queues that will be...

We are looking at moving from TDM to VOIP loggers and I'm having difficulty figuring out how many VOIP channels on the new loggers we need. Does anyone have some ideas/stories they can share about how to determine the number of channels in a QM environment where we are not recording 100% Thanks!

Sebastian - The only way I know how to do that is to engage NICE Professional Services, they can write an application that will meet your specifications (for a fee). In the versions I'm familiar with, there is not a native conversion and export tool in the application itself. We have engaged...

So the pin out to connect to these cards is straight through... really I was able to do it just using 2 - 2 and 3 - 3 on a DB9. We still have 3 cards that I can't talk to though but I assume if I were to reset those I would then be able to...

We have been asked to verify firmware on our lineside T1 cards for a pending upgrade. The cards are NT5D11AE's of various releases. The instructions asked us to connect to P5 and type L (CR) then enter the password. The issue that we seem to be having is communication between the serial port...

We just installed OTM to help us remote manage our 81c. What I am looking for is some solid online or book resources that get into the reporting functionality. I would like to start to figuring out if it's possible to create custom reports with options that aren't necessarily there. For...