Nortel Contact Recording User Manual

Nortel Contact Recording

Search and Replay User Guide

Product release 6.01 Standard 2.0 October 2007

297-2183-961

Nortel Contact Recording

Search and Replay User Guide

Publication number: 297-2183-961
Product release: 6.01
Document release: Standard 2.0
Date: October 2007

Copyright © 2007 Nortel Networks. All Rights Reserved.

All materials provided herein are the exclusive property of Nortel Networks and its licensors. Only
expressly authorized individuals under obligations of confidentiality are permitted to review materials
in this document. By reviewing these materials, you agree to not disclose these materials to any
third party unless expressly authorized, and to protect the materials as confidential and trade secret
information. Any unauthorized review, retransmission, dissemination or other use of these materials
is strictly prohibited. If you are not authorized to review these materials, please return these
materials (and any copies) from where they were obtained. All materials found herein are provided
"AS IS" and without warranty of any kind.Information is subject to change without notice.

Nortel Networks reserves the right to make changes in design or components as progress in
engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Nortel Contact
Recording is proprietary to Nortel Networks. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.

Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

iv Nortel Contact Recording

Revision history

September 2007

Standard 2.0. The Product Release 6.01 issue of the
Nortel Quality Monitoring Search and Replay User
Guide reformatted according to Nortel guidelines.

Search and Replay User Guide v

Contents

Getting Started 7

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . . . 11

Replaying Recordings 13

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Accessing the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Finding Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Result Sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Playing Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Exporting Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using “Call Sets” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

A Troubleshooting 31

vi Nortel Contact Recording

Contents Standard 2.0

Search and Replay User Guide 7

Chapter 1

Getting Started

In this chapter

About this guide 8
How to get help 9
Software and documentation version numbering 11

8 Nortel Contact Recording

Getting Started Standard 2.0

About this guide

This document is the user guide for the Search and Replay application included
in the Nortel Contact Recording System.

Intended audience

This guide is intended for anyone who needs to listen to recordings created with
the Nortel Contact Recording System.

Search and Replay User Guide 9

October 2007 Getting Started

How to get help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel web site

The content of this documentation was current at the time the product was released.
To check for updates to the latest documentation for Nortel Contact Recording and
click on the following link:

The Nortel page for Nortel Contact Recording documentation is located at http://

www.nortel.com/helmsman.

Getting help from the Nortel web site

The best way to get technical support for Nortel products is the Nortel Support web
site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to
address issues with Nortel products. From this site, you can:

 download software and related tools

 download technical documents, release notes, and product bulletins

 sign up for automatic notification of new software and documentation

 search the Support web site and Nortel Knowledge Base for answers to technical

issues

 open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information your require on the Nortel Technical Support web
site, and you have a Nortel support contract, you can also get help over the phone
from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

10 Nortel Contact Recording

Getting Started Standard 2.0

Outside North America, go to the web site below to obtain the phone number for
your region:

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to the
appropriate support specialist. To locate the ERC for your product or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor or
reseller.

Search and Replay User Guide 11

October 2007 Getting Started

Software and documentation version
numbering

Nortel Contact Recording and Quality Monitoring documentation is issued for
Nortel Contact Recording Package Release 6.01. The individual Nortel Contact
Recording and Quality Monitoring software components that you install may
display a different number. This is a known issue that does not affect system
performance. Version 6.01 will be reflected in future software updates. Use the
Nortel Contact Recording and Quality Monitoring documentation for Release 6.01
with Nortel Contact Recording Release 6.0.1, Nortel Contact Recording Viewer,
Nortel Contact Recording Archive, and Nortel Contact Recording TDM Recorder
Release 6.0.2, and Quality Monitoring 6.0 Service Pack 4.

12 Nortel Contact Recording

Getting Started Standard 2.0