Beep tone for NICE recorder.

[ttcsbarry]

I have NICE 8.9 and Avaya PBX S8700 CM 3.1.4. I currently use Dynametric TBR-1 beep tone generator to produce beep tone. However, customer is looking at adding more users and another NICE system for another building and wants to investigate the possibility of beep tone being provided by PBX or NICE. I called NICE and they would not really talk to me. They said it was possible on NICE with some PBX's but I had to go through the NICE vendor. The NICE vendor said that beep tone is possible only on analog cards in NICE. We have analog and digital cards in NICE, but majority of channels will be digital. I contacted Avaya and they led me to believe that NICE uses Service Observe to record the channels and that I could turn on Service Observe warning tone in change system-parameters features page 11. But this does not work. I verified the tone gets inserted when I perform a Service Observe, but NICE recording does not. I am sure at this point that the way NICE is configured or the type of hardware/channel cards do not perform a Service Observe to record the calls. The way that the stations interface to the digital cards is pBX port gets wired to input side of card, then the output side of the card/channel gets wired to PBX 2420 digital phone. Is there a way for the NICE to produce the tone or for the PBX to produce the tone when the NICE is recording the channel (whic is all the time)? The customer does not want to invest in more of these TBR-1's for various reasons including the fact that most agents have headsets and handsets which would require 2 TBR-1's for each station. Also they want to limit maintanance problems and have uniformity across the platform. Any suggestions?

 

[Phonemanrwj]

I believe the only way to generate the beep tone is through
the Dynametric box.
You also need the box to take the voice from the handset
(transmit/receive) and transfer it to the recorder.

I believe the analog and digital cards in the NICE system
only differentiate how the recordings are stored and the
total minutes each will hold.

Hope this is helpful.

phonemanrwj

 

[ttcsbarry]

Phonemanrwj,

With the digial (Avaya/Lucent) card you do not need a logger patch to carry the voice from the handset to the recorder. Each PBX 2-wire digital station port gets wired into the NICE digital (Avaya/Lucent) card and out of the card to the station. I'm not sure how exactly it gets the voice (maybe the B Channel of the station).

With that said... any other ideas?

 

[TAPN]

The only way we get the beep tones with out an external devices is to use Avaya Call Master phones which have thier own beep tone. Looks like you guys are using 2420's so don't know how helpful this will be for you.

 

[sgursahaney]

We have developed a solution using AudioCodes cards to tap the lines and generate a beep tone. It requires a PC and AudioCodes cards, but it works. Let me know if you are interested.