Remote Agent Observe

[FONEGUY]

Are any other folks using the Nortel Remote Agent Observe ( RAO ) card ? We have the RAO , Option 81C , CP 4.0 and SCCS 5.0 . The supervisors monitor dozens of calls each day , occasionally a call is recorded that appears to be blank when the call is played back . Upon further investigation , it looks like the call volume is so low the system recorded silence . When playing back these "silent" calls , I noticed that the sound level indicator in Media Player shows the call as nearly flatline ,with minimal spikes to indicate sound . Normally a recording will show the expected peaks and valleys on the level indicator .Of course the local vendor and Nortel are scratching their heads over this issue , all peps , patches and parameters are at the reccommended levels . The only thing that is left to do is to replace the card . Has anyone else experienced a similar issue ? Is anyone else even using this system or are we the only ones "lucky" enough to have this system ? As always , thanks in advance for your time and expertise .

 

[mikeyb123]

Is there a common thread to the calls? are they appearing on a particular channel? a particular phoneset? see if there is anything in common.

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

 

[FONEGUY]

At this point there doesn't seem to be any pattern to the failure , it's completely random . I have turned down all of the ports and let them use only one port at a time until all ports were tested individually with no failures noted .This appears to impact all agents at one time or another , again at random .Even the inbound calls are split up between two carriers so it doesn't seem to be isolated to one inbound number or carrier . I guess the next step is to replace the RAO card itself . Thanks

 

[DancingDave]

Are you trunkside or extension side (or VoIP) recording?

DD

 

[FONEGUY]

The RAO card is configured to FTP the recording to a dedicated server . The recordings are stored as .au file on the server . THe supervisors have the option to listen to the call live or to archive the recorded calls for future use as a training tool , audit purposes , etc . Thanks .