Nice Cisco Active Recording for (Avaya) dummies 1

[IPOpotamus]

Being a techie with Avaya for the last few years I got deeper into Call Recording Systems, namely NICE, now I have to face the design of some systems based on Cisco Passive Recording that are moving to Active Recording, if someone of you could help me with this global questions I would thank him very much!

(in retribution I offer clear doubts of Avaya active recording (CMAPI – DMCC) which is by far a little messy)

Customer is unsatisfied with Nice due to the fact that not all the internal calls are recorded (this is due that port mirroring / SPAN can not be set on all the desired extensions due to network topology)

Is it correct to tell the customer that with active recording:

He can record ANY internal call.?
He can record ANY type of call (IP or analog)?
He can add ANY extension to the recorded ones without modifications to the topology? (this would be great for adding new branch offices to the recorded extensions)

(the customer is very upset with the fact that when a recorded extension is moved / changed, the system will not record until that changes are “propagated” on the system)
He can move ANY recorded extension and once it is logged on again, it will be recorded?


=== remember that NICE is not so nice ===

 

[nice12345]

there are a number of documents on

http://www.extranice.com

that will cover this off

IDD - integration design document which will tell what phones/pbx/aes/ call /scenarios/versions are supported based on your NICE version

SRT - a tool that you can run and it will create criteria that needs to be in place for you to ensure customer needs are met.

Design considerations document

Ports list for network

Avaya DMCC integration document

 

[rehmana]

Hi

There are plenty of NICE suppliers and partners out there who can help. We do this ourselves a lot where we take on unhappy customers and hopefully resolve their issues. Going direct to a manufacturer isn't always a good thing !

In answer to your points:

Is it correct to tell the customer that with active recording:

He can record ANY internal call.?
In general, yes - this is one of the benefits of active VoIP recording.

He can record ANY type of call (IP or analog)? Only really on DMCC / CMAPI. Most of the others do IP only (e.g Cisco needs phones with Built in Bridge), Nortel supports DMS but requires DMS compatible phones which are IP handsets only, etc.

He can add ANY extension to the recorded ones without modifications to the topology? (this would be great for adding new branch offices to the recorded extensions)

This depends on the architecture but again, in theory, yes. You have to watch out for the duplicate (sometimes triple) bandwidth requirements though.

(the customer is very upset with the fact that when a recorded extension is moved / changed, the system will not record until that changes are "propagated" on the system)
He can move ANY recorded extension and once it is logged on again, it will be recorded?

Yes, although it may take time - it depends as sometimes you have to restart the IC server to re-enable monitoring of handsets.

 

[IPOpotamus]

thanks a lot to nice12345 and rehmana for theirs replies.

I agree that one must search a partner, the funny thing is that "I am" the partner, I will ask my boss for an urgent training

summarizing your ideas in the posts I would dare to say that in Avaya Systems active voip recording is done on a "per pbx conference resource" basis.
while in the Cisco Systems its done a "telephone conference resource" basis

given that in Avaya you can use even your old school phones (TDM), but gotta purchase conference resources enough. In Cisco you got to have good able phones to do conference, but can forget about upgrading PBX or purchasing conference resources on the PBX

beyond these working differences the principles of Active Voip Recording remains the same.







=== remember that NICE is not so nice ===