Installation points with NICE system?

[ncphoneman]

We are installing a NICE system over the next few weeks and would like to hear any points of concern/things to watch for from other NICE shops.

We use an AVAYA DEFINITY switch and will be set up as total recording on station side. We will also be utilizing a MAP-D board from AVAYA in order to get complete call detail.

Thanks in advance for any & all info!

 

[ChrisLynch]

Hey,

There will probably be a few things you will need to tweak once the system is installed, but you won't know about them until the system goes live.

A couple of things i would check are :

*Ensure none of the stations being recorded have a Service Observation bar.

*Ensure all of the Extensions (where the stations will be logged into) you wish to record are entered into the NICE system's CTI file... if you are using Genesys, this will be called GenDN.dat


I'm sure you will have further questions after the system is installed, feel free to post a message here or email me and I'll try to answer any questions as best as I can. Regards,
Chris Lynch
NICE Administrator
TeleTech UK Ltd
mailto:chris.lynch@teletech.com

 

[ncphoneman]

ChrisLynch: Thanks for the info. As for the Service Observe -- since we are installing this as station side, i.e. where each digital station is bridged onto the NICE logger port, is this still an issue? We were assuming that since we were using station side, Service Observe would work just as before. Are we correct?

Thanks again!

 

[ChrisLynch]

Hi,

In short, no this will not be an issue... unless you are combining your total recording with NICE universe (selective recording for QA purposes) - which is the way we have our system set-up.

Make sure the CLS server is set-up correctly though, and ensure all of the DN's are entered into GenDN.dat (or alternative) file, otherwise NICE probably won't be able to give you CTI info on the calls - even with the Avaya board.

We had an issue with one of our set-up's where we were getting no CTI information and all calls had to be pulled by searching each channel... although this is not difficult - i.e. searching channels until you find the right agent - it IS however time consuming.

Hope this helps, again - feel free to email me with any questions or issues once you have installed. I am looking to start freelancing as a consultant soon so the more outside experience with issues I get - the better
Regards,
Chris Lynch
NICE Administrator
TeleTech UK Ltd
mailto:chris.lynch@teletech.com