Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
NICE-CTI-AVAYA 3
- Thread starter LucienJ
- Start date
-
1
- #2
has some good matches...
-
1
- #3
- Thread starter
- #4
Toni269
MIS
- Apr 18, 2002
- 815
Well I can tell you how I am setup. Last year I bought:
- NICE Logger version 8.9
- AES Server S8500 (for live CTI Integration)
There is a NICE Logger hard wired to the digital phone stations being recorded. Another server running an application called CLS. And the AES (CTI) server. All three connected to the LAN. With this I'm achieving audio recordings with the date, time, agent name, agent login id, agent extension, and ANI caller ID. Within the same record.(There's more but that's the big stuff)
Look at page 3 of this doc for the diagram. This is pretty much how I'm setup but remove the "Proactive Contact" and all the other info about connectivity is very detailed:
- NICE Logger version 8.9
- AES Server S8500 (for live CTI Integration)
There is a NICE Logger hard wired to the digital phone stations being recorded. Another server running an application called CLS. And the AES (CTI) server. All three connected to the LAN. With this I'm achieving audio recordings with the date, time, agent name, agent login id, agent extension, and ANI caller ID. Within the same record.(There's more but that's the big stuff)
Look at page 3 of this doc for the diagram. This is pretty much how I'm setup but remove the "Proactive Contact" and all the other info about connectivity is very detailed:
- Thread starter
- #6
avayafreakje
MIS
this AES server is the new stuff. you can also hookup a nice logger and cls to a MAPD TN801 board. Its the old cti board and is very easy to configure.
off topic:
In the new communication manager 4 release you can listen to a station, even when using Nice or Witness that boath use service observing. So you can basicly have 2 service observing sessions to one endpoint.
just to know...
off topic:
In the new communication manager 4 release you can listen to a station, even when using Nice or Witness that boath use service observing. So you can basicly have 2 service observing sessions to one endpoint.
just to know...
-
1
- #10
Toni269,
if you want to avoid these overblown and overpriced hardware loggers, there are cmapi solutions from both nice and witness. i have installed four or five nice cmapi loggers last year, works perfectly. pure software, nothing proprietary, you or a customer provides standard windows servers.
if you want to avoid these overblown and overpriced hardware loggers, there are cmapi solutions from both nice and witness. i have installed four or five nice cmapi loggers last year, works perfectly. pure software, nothing proprietary, you or a customer provides standard windows servers.
Toni269
MIS
- Apr 18, 2002
- 815
Dwalin,
Yeah, sounds like a plan to me. You are interfacing your server with the hardwired telephone sets or with the T1 directly? I'm wondering how you control what get's recorded. If I want to buy I just say I want NICE CMAPI? Do they charge for software by the port or single site license?
Thanks!
Toni Taylor
Yeah, sounds like a plan to me. You are interfacing your server with the hardwired telephone sets or with the T1 directly? I'm wondering how you control what get's recorded. If I want to buy I just say I want NICE CMAPI? Do they charge for software by the port or single site license?
Thanks!
Toni Taylor
Toni269,
if we're talking about nice recording solutions, there are several options. the simplest one is to replace ds1 connectivity with cmapi. in essence, cmapi is a way to develop your own custom ip softphone so instead of using expensive ds1 boards on definity side and even more expensive ds1 boards on the nice side just to emulate off-premises extensions, cmapi logger does the same with voip. well, to be correct it's not the logger, it's the cls that emulates extensions and redirects voip streams to the standard voip logger. these emulated softphone cmapi extensions have all the same capabilities as ordinary extensions, including ability to service observe other (agents') extensions. you can use all the same nice functionality with cmapi: total via service observe, selective via single step conference or selective via service observe. the thing that is torn off is expensive hardware, not functionality.
now, nice has this nice (sorry
offer for cmapi recording, it sells as a special package simplified for business partners. i'm almost certain that nice or avaya representative will try to brainwash you with these "you must use perform for voip recording" ideas but that's bullsh*t. if you need you can buy just this: dynamic cmapi logger for total or selective recording. no universe, no perform applications, just basic recording. pretty cheap as well. of course you can buy perform if you want but that's another story and another price... cmapi package itself is very simple: one material code for all software (cls, cti link, etc) and basicly two codes for recording, one per recording channel regardless of its type (total/selective) and one per channel for the type: total or selective. i.e. if you want selectively record 10% of 100 agents' calls you can buy 10 channels with selective type and have fun. recording planner is included in "selective" type channel license. there are additional options in cmapi package like storage center, screen recording, total+qm (universe based) and so on, but those are options.
said all this, now about complications. first of all, nice cmapi requires additional avaya licenses besides nice ones. two types: cmapi channels (ip_api_a) and tsapi licenses for monitored extensions. there's simple rule of thumb, you need the same number of cmapi licenses as nice logger channels and you need (nice logger channels + number of agents' seats ) basic tsapi licenses. advanced tsapi is not required. second point: voice stream should be compressed for storage. you can compress it either on definity side or nice logger can compress the voice itself. the best practical compression level is g.729a, and it's best to compress on the definity side using tn2602 boards, cheapest and most robust. each tn2602 provides 320 g.729a compression channels per $20k list price and to provide the same number of channels using server side compression you'd need total four servers priced about $30k. for small installations (less than 120 channels) it's best to use server side since minimal logger server configuration will compress up to 120 channels anyway, no need to do that on definity side and buy expensive voip boards. now, third point is that cmapi package is software only and there's no hardware logger. there are two notable things: you're very limited in backup devices choice -- effectively only hp dds-4 and dds-5 tape drives are supported -- and there will be no possibility for phone playback via rap units. no proprietary nice ports to connect rap units to.
uhm. re-read all that, looks like complete mess. contact me privately at dwalin [at] dwalin [dot] ru if you want, i'm not sure this pre-sales talk is of interest to anyone else.
if we're talking about nice recording solutions, there are several options. the simplest one is to replace ds1 connectivity with cmapi. in essence, cmapi is a way to develop your own custom ip softphone so instead of using expensive ds1 boards on definity side and even more expensive ds1 boards on the nice side just to emulate off-premises extensions, cmapi logger does the same with voip. well, to be correct it's not the logger, it's the cls that emulates extensions and redirects voip streams to the standard voip logger. these emulated softphone cmapi extensions have all the same capabilities as ordinary extensions, including ability to service observe other (agents') extensions. you can use all the same nice functionality with cmapi: total via service observe, selective via single step conference or selective via service observe. the thing that is torn off is expensive hardware, not functionality.
now, nice has this nice (sorry
offer for cmapi recording, it sells as a special package simplified for business partners. i'm almost certain that nice or avaya representative will try to brainwash you with these "you must use perform for voip recording" ideas but that's bullsh*t. if you need you can buy just this: dynamic cmapi logger for total or selective recording. no universe, no perform applications, just basic recording. pretty cheap as well. of course you can buy perform if you want but that's another story and another price... cmapi package itself is very simple: one material code for all software (cls, cti link, etc) and basicly two codes for recording, one per recording channel regardless of its type (total/selective) and one per channel for the type: total or selective. i.e. if you want selectively record 10% of 100 agents' calls you can buy 10 channels with selective type and have fun. recording planner is included in "selective" type channel license. there are additional options in cmapi package like storage center, screen recording, total+qm (universe based) and so on, but those are options.said all this, now about complications. first of all, nice cmapi requires additional avaya licenses besides nice ones. two types: cmapi channels (ip_api_a) and tsapi licenses for monitored extensions. there's simple rule of thumb, you need the same number of cmapi licenses as nice logger channels and you need (nice logger channels + number of agents' seats ) basic tsapi licenses. advanced tsapi is not required. second point: voice stream should be compressed for storage. you can compress it either on definity side or nice logger can compress the voice itself. the best practical compression level is g.729a, and it's best to compress on the definity side using tn2602 boards, cheapest and most robust. each tn2602 provides 320 g.729a compression channels per $20k list price and to provide the same number of channels using server side compression you'd need total four servers priced about $30k. for small installations (less than 120 channels) it's best to use server side since minimal logger server configuration will compress up to 120 channels anyway, no need to do that on definity side and buy expensive voip boards. now, third point is that cmapi package is software only and there's no hardware logger. there are two notable things: you're very limited in backup devices choice -- effectively only hp dds-4 and dds-5 tape drives are supported -- and there will be no possibility for phone playback via rap units. no proprietary nice ports to connect rap units to.
uhm. re-read all that, looks like complete mess. contact me privately at dwalin [at] dwalin [dot] ru if you want, i'm not sure this pre-sales talk is of interest to anyone else.
Toni269
MIS
- Apr 18, 2002
- 815
WOAH! I'm maxed on my 72 channel side total recorder at the moment. If we need another agent, we will have to buy a new system. I wanted to just move to Trunk Side to avoid all the licensing upgrades, 24-48-72...96 and seal in 8 or 9 trunks once and for all. There is no way in H-E Double Hockey Sticks I would go back to DDS Tapes!!! Total nightmare and I need N+1 redundancy. So I'll need to keep the options and solution clear and supportable and backup-able to the SAN!
Thank you for all that info, it IS clear as mudd for me now. A star for your knowledge AND I put that email address in my back pocket - Thanks!
Thank you for all that info, it IS clear as mudd for me now. A star for your knowledge AND I put that email address in my back pocket - Thanks!
Toni269,
hardware voip loggers support n+1 redundancy, cmapi software only solutions do support 1+1 redundancy afair. contact nice, they will tell you exactly.
as for dds tape hatred, purchase nice storage center and back it up to any storage you want.
hardware voip loggers support n+1 redundancy, cmapi software only solutions do support 1+1 redundancy afair. contact nice, they will tell you exactly.
as for dds tape hatred, purchase nice storage center and back it up to any storage you want.
- Status