NICE and Nortel 2

[lmtb]

Hi - we're in the process of installing NICE as a trunk side recorder.
(Just at the quote stages at the moment -so not too late to change anything).

Does anyone have any experience of NICE and Nortel ?

Noticed earlier archived threads regarding having issues deaquiring phones etc...not sure if this is in relation to extension side recording.

However any words of wisdom and warning you can offer, what we should be asking and raising with them would be very welcome.

Thanks

 

[biglebowski]

If you are keen on trunk side recording have a look at verint (much much better cti integration)

When I was born I was so suprised I didn't talk for 18 months

 

[lmtb]

We currently use another couple of systems but 'powers that be' have decided that NICE looks like the way forward. (We've seen it at a couple of test sites and from administrators point of view can't say we're too impressed).

Are you saying you've had experience of NICE and trunk side recordings ?

 

[biglebowski]

trunk side is 100% on cti being stable, lose cti and you've essentially lost calls (needle in a haystack scenario). I used to work for NICE and we had a lot of problems with the cti on the CLS (buffer overruns and lost cti tickets), on station side this is not a major problem but with trunk side it is the cti ticket that maps the call to an agent. To be honest Nortel is one of the systems that we had fewer problems with and I stopped working on NICE 3 years ago so it may be resolved now (it was an issue from v7 - v8.9)

If you have a call centre and only use VR for quality you can afford to lose occasional calls but if this for compliance I would consider other options.

If you want to go with NICE ask for an assurance in writing that the CLS will not suffer from the "too many unprocessed reports" problem. Also try and put extra RAM in the cls server and dual cpu min. RAID 5 the disks and set 50/50 read/write on the controller.

When I was born I was so suprised I didn't talk for 18 months

 

[AlmostMe]

If you're going for compliance then trunk side isn't a good solution whatever the product you use.

As far as NICE and Nortel goes I have several sites running NICE and Nortel Trunkside and all of them are stable both with Nortel Symposium Integration and via Genesys Integration. I must admit on the odd occasion whe the Genesys loses connection to the Nortel then NICE does sometimes need to be manually restarted (we now do this as standard procedure whenever this occurs to ensure there are no surprises) afterwards but this is an issue with the Genesys connectivity with the switch and not NICE.

Integration with either solution is straight forward and reliable.

I would be interested in hearing how verants integration is better as I feel the NICE solution with Nortel is fairly thorough.

 

[mikeyb123]

Have to agree with Roamingkiwi.

We have had nice working with our nortels for over 18mths now.

We are currently running v8.9 trunkside (across 3 networked symposium sites, with a v9 rls 3 beta starting next week.

We did have a few problems to start with but this was down to misconfiguration (devils in the details as always)

But once everything had settled down after a month or so all has been good.

We've had no reliability issues with the kit, a few software bugs on the way but that's "normal" now days.

Our only main gripe has been with having communicate with nice support direct. We are a direct customer so we end up talking to the Isreali's direct (just a language problem)

The issues with the deaquiring has been resolved with a patchthat we had developed.

all in all i don't think it's any worse or better than the others



It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[bluerigsby]

You may want to approach Nortel or your Nortel channel partner. Apparently they have VR themselves now, been out for 6 months based upon the Witness product.

 

[specialk66]

We have had trunk side recording in a QA solution on Nortel for 3 years without any issues like losing calls as the Verint person states. The key is to have a quality install and input from the customer and telecom reseller. There are always issues with Symposium as it drops the CTI link occasionally which sends alarms to Nice Supervision. As in any integratation, plan accordingly.

 

[biglebowski]

I'm not going to get into a willy waving argument here but...

To be honest Nortel is one of the systems that we had fewer problems with and I stopped working on NICE 3 years ago so it may be resolved now

If you want contact centre quality go verint
if you want total recording or trading floor go nice
if you want VoiP go witness (they were owned by cisco)

If you want an argument go find my wife and tell her she can't buy any more shoes....



When I was born I was so suprised I didn't talk for 18 months

 

[mikeyb123]

Now that's the right answer!

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.