How does Nice work in a Voip environment? 1

[surferdude949]

In a nut shell can someone please explain how does Nice record calls. I believe it uses packet sniffers? Thank you.

 

[Ramati]

there are few ways to record VoIP:
1)passive, by configuring the network with spann / mirroring session, transfering the phones or Media gateway to the recording NIC within the VoIP Logger, (IP packets)
2)active, such as Avaya DMCC / CMAPI, Cisco Active, Nortel DMSIP - the packets will send to the recording NIC from the PBX / phone side, requires license and cost more, but can ovr come issues with passive recording

hope its helping you

 

[nohuhu]

i would put in my $.02: 1st, avaya dmcc active recording is actually cheaper than passive and 2nd, i wouldn't say active recording will solve all the passive recording pains, more like it will trade one set for another.

 

[surferdude949]

Thank you Ramati.

Would happen to know how Scree Capture works? How does Nice know which pc to record in relation to a phone extension.

 

[whydoibelieve]

screen capture works by

1. screen agent software installed on desktop of agent to be recorded using hooking or scraping.
2. when u install screen agent software u enter the ext of agent. this then registers with a sam server this server holds this information as a registration
3. u then create the agent in user admin and enter its extension etc

when a call occurs the interaction server looks at sam server for credentials and records it. in a qm environment u can set up rules to record only certain lenght of calls and wrap up pus 3.2 version is now compatible with pci regulations