Nortel Viewer User Manual
Nortel Viewer
User Guide
Product Release 6.01 Standard 2.0 September 2007
297-2183-965
Nortel Viewer
User Guide
Publication number: 297-2183-965
Product release: 6.01
Document release: Standard 2.0
Date: September 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
Viewer 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 Viewer
Revision history
September 2007
Standard 2.0. Nortel Viewer User Guide is up-
issued for Product Release 6.01.
March 2007
Standard 1.0. Nortel Viewer User Guide is released.
November 2006
Nortel V iewer User Guide reformatted according to
Nortel guidelines.
User Guide v
Contents
Getting started 7
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 10
Introduction 11
About Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Logging In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Finding your way around . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
How to use Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Searching for calls 17
Searching for calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Viewing search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Sorting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Printing results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
E-mailing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Replaying calls 23
Call Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Calls recorded on separate channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Replaying calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Saving and exporting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Replaying screen captures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Queries 31
About queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Building a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Query toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Query wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Creating queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Contents Standard 2.0
vi Nortel Viewer
Filter fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Data types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Operators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Audit 53
Audit overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Administration 59
Administration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Capture platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Adding Capture Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Capture Platform information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Managing user replay restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Copying Viewer User Replay Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . 72
Understanding Export Formats 85
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Extension Export/Import using ConfExtn . . . . . . . . . . . . . . . . . . . . . . . . . 87
Extension Updates using ConfSchd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Replay Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Extension Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Schedule (Updates) Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Replay Restrictions Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Extension Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Replay Restrictions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Index 97
User Guide 7
Chapter 1
Getting started
In this chapter:
Intended audience 8
How to get help 8
Software and documentation version numbering 10
Getting started Standard 2.0
8 Nortel Viewer
Intended audience
This document is for use by Nortel Viewer users and System
Administrators.
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 and software for
Contact Center 6.0, click one of the following links:
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
Link to Takes you directly to
Latest software The Nortel page for Contact Center is located at
http://www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
is located at http://www.nortel.com/helmsman.
September 2007 Getting started
User Guide 9
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).
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.
Getting started Standard 2.0
10 Nortel Viewer
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.
User Guide 11
Chapter 2
Introduction
In this chapter:
About Viewer 12
Logging In 13
Finding your way around 14
How to use Help 16
Introduction Standard 2.0
12 Nortel Viewer
About Viewer
Viewer is a web-based browser application that allows you to replay
recorded contacts, such as telephone interactions. Viewer enables you to:
Search the calls database for calls you want to replay.
Tailor your search to use any date and time range.
Search using other variables such as extension number, agent name.
Search quickly using shortcuts.
View and sort your search results.
Replay calls from your search results.
Use Microsoft Media Player to listen to calls.
Control call replay with easy to use control buttons.
September 2007 Introduction
User Guide 13
Logging In
When you start Viewer, you may be prompted to enter a User Name and
Password. These are the same as the credentials you use to log on to your
network.
Introduction Standard 2.0
14 Nortel Viewer
Finding your way around
The application window consists of the following elements:
Shortcuts
Queries
Results
Call Viewer
Shortcuts
The Shortcuts pane contains icons, which are shortcuts to a pre-defined
query.
These are useful for quickly running queries. You will not necessarily have
a shortcut icon for every query, perhaps just for those queries you use most
frequently.
To execute a query that has a shortcut, simply click the shortcut icon once,
and all calls matching the search criteria will be returned.
Queries
The Queries pane lists all the pre-defined queries that are available to you.
To execute a query click its description once. All calls matching the defined
criteria will be returned.
When you run a query, you may be prompted to enter further information,
for example a date range.
Results
Whenever you search for calls, the results are displayed in the Results pane.
September 2007 Introduction
User Guide 15
The Results pane is divided into two tabbed pages:
Summary page — Lists basic information for all calls returned by the
search.
Details page — Displays full details for an individual call. To view this
page you must select a specific call to view from your search results.
Call Viewer
The Call Viewer pane is displayed directly beneath the Results pane. It is
made up of the following elements:
Energy Envelope — The energy envelope displays the waveform of the
call that is being replayed. This is a visual representation of the voice,
and it may show both the caller and the call recipient.
Call Control buttons — Buttons that enable you to control the replay of
a call, allowing you to play, stop and pause a call as well as adjust the
volume.
Query toolbar — Authorized query builders will see a row of buttons,
displayed above the shortcuts panel. These buttons allow you to create
and edit queries.
Note: There is a 10 page limit on the query results page.
Introduction Standard 2.0
16 Nortel Viewer
How to use Help
Help is available wherever you see the Help symbol.
When using Help, look at the table of contents to see where you are. The
Help topics are divided into sections covering search and replay of calls, as
well as more advanced tasks such as query building.
Where you see a word that is highlighted, you can usually click it to bring
up more information. This will either be in the form of a pop-up or a link
to
another help topic.
Click Related Topics to find links to other relevant help topics.
User Guide 17
Chapter 3
Searching for calls
In this chapter:
Searching for calls 18
Viewing search results 19
Sorting calls 20
Printing results 21
E-mailing calls 22
Searching for calls Standard 2.0
18 Nortel Viewer
Searching for calls
Before you can replay calls, you must search the calls database for the calls
that you want to replay. You can search for calls using either of the
following methods:
Run a query — The queries available to you will appear in the queries
panel.
Execute a shortcut — If there is a shortcut for the query you want to
run, click the shortcut icon in the shortcuts panel.
September 2007 Searching for calls
User Guide 19
Viewing search results
Search results are displayed in the Results pane. The Results pane is divided
into two tabbed pages, one showing summary details of the calls listed and
the other giving full details for an individual contact.
Calls returned by the search are listed on the Summary page. For each call
the same information is displayed in selected fields, allowing you to
compare calls at a glance.
The Details page shows all the properties of an individual call. To view full
call details:
Note: There is a 10 page limit on the query results page.
1 On the Summary page, find the call you are interested in.
2 Click the call once to select it, then click the Details tab.
Searching for calls Standard 2.0
20 Nortel Viewer
Sorting calls
The calls displayed in the Results pane can be sorted by column heading. To
sort calls:
1 Move the cursor to the column heading you want to sort by, and the
cursor will change to a hand symbol to indicate you can sort by that
column.
2 When you see the hand symbol, click once to sort in ascending order,
and click again to sort in descending order.
September 2007 Searching for calls
User Guide 21
Printing results
You can print your search result list or the details of an individual call, using
the following procedure.
1 Ensure you are displaying the view you want to print.
2 Click the printer icon. A new window opens and displays what will be
printed.
3 You can print these results from this window, by expanding the File
menu, clicking the Print option and setting the printer details.
4 Click OK to print the contents, then close the window.
5 The results will be printed on the printer you selected.
Searching for calls Standard 2.0
22 Nortel Viewer
E-mailing calls
Use the following procedure to send a call by email.
1 From the search results list, click the call you want to e-mail.
2 Click the e-mail icon.
Note: A new e-mail window will open, containing the URL of the selected
call and the information from the Details page.
3 Type the name of the recipient and click Send.
4 The call details will now be sent to the recipient.
5 You can also e-mail saved calls. See “E-mailing calls” on page 22.
User Guide 23
Chapter 4
Replaying calls
In this chapter:
Call Viewer 24
Energy Envelope 24
Time information 24
Replay control buttons 25
Replaying calls 27
Saving and exporting calls 28
Replaying screen captures 29
Replaying calls Standard 2.0
24 Nortel Viewer
Call Viewer
The Call Viewer pane is displayed directly below the Results pane. It
enables you to view and control the replay of a call.
The graphical representation of a call typically shows waveforms for each
speaker's voice (in different colors), with one speaker's voice displayed in
front of the other. However, many systems will display a single color,
representing both speakers.
The Call Viewer is made up of the following elements:
Energy Envelope
Time information
Replay control buttons
Energy Envelope
The Energy Envelope displays the waveform for the call. It enables you to
identify areas of interest or concern, for example, periods of silence, talking
loudly, two people talking over each other, and so on.
The slider situated above the energy envelope can be used to move the call
along and skip through parts of the call. A corresponding vertical black line
appears within the call waveform to indicate the current listening location.
Time information
Viewer displays information about a call's duration to the left of the replay
control buttons. It indicates three times when possible:
How much of the call has elapsed
The overall length of the call
The time the call replay started
September 2007 Replaying calls
User Guide 25
The first two times appear together using the format <time elapsed>/<total
time>. The last setting — the time you started replaying the call — appears
to the right of the other times. All times display as hh:mm:ss.
Replay control buttons
The replay control buttons appear at the bottom of the Call Viewer pane and
are used to control call replay.
Replaying calls Standard 2.0
26 Nortel Viewer
Calls recorded on separate channels
If your system records calls over the Internet, using voice over IP (VoIP)
technology, the call may be recorded on two separate channels, for the caller
and the recipients' voices. You will see each speaker represented in a
different color on the call viewer. This enables you to view the interaction of
the voices, highlighting areas of concern, for example, both callers speaking
at once.
Where the voices are displayed separately like this, the following additional
features are available in the call viewer:
A vertical slider appears on the left of the energy envelope. Use this
slider to change the way the waveforms for the caller or recipient's voices
are displayed. Move the slider up and you will see one speaker's voice
pattern moves behind the other. Move it down and this will be reversed.
Position it centrally and you will see both voice patterns superimposed
on each other. You can use this button at any time, including during
replay of the call.
Tabs below the energy envelope also appear when a VoIP call is being
replayed. These tabs control the appearance of the call as for the vertical
slider, above, but without any gradual adjustment. Click one of the tabs
and the waveform for that speaker will be brought to the forefront, and
the vertical slider will move to the position it was last set to. Click the
other tab and that speaker's voice will come to the front. When viewing a
screen capture, the tabs enable you to switch between the screen activity
and the audio.
September 2007 Replaying calls
User Guide 27
Replaying calls
After searching for calls, you can replay individual calls from your search
results. There are several ways to replay a call, and these are listed below.
To replay a call, follow this procedure:
1 Search for the call you want to replay (see “Searching for calls” on page
18).
2 When the call is listed in the Results panel, do one of the following:
Move your cursor over the list of calls in the Summary page until your
chosen call is highlighted. Double-click the call to start playing. This
will also display the details page for this call.
In the Summary page, click the speaker icon next to the call you wish
to play.
With the call highlighted, click the play button.
3 When you click play, as soon as data from the call is available, it will start
playing. While the call is playing, you can see the voice patterns
represented in a waveform, as peaks and troughs, in the energy
envelope.
4 There may be times you select a call and it is not available for immediate
replay as it is stored on a different type of media. A message will be
displayed on your screen warning you of this. You must contact your
system administrator who will locate the call and make it available for
replay.
You can use call control buttons to play, pause and stop a call, and to adjust
the volume (see “Call Viewer” on page 15 for more information). When the
call has finished it will appear in the Summary page with a pale highlight.
Replaying calls Standard 2.0
28 Nortel Viewer
Saving and exporting calls
It is possible to save a call as a .wav file, which may then be saved to disk,
or attached to an e-mail.
1 Select the call from the Results pane.
2 Right-click anywhere within the Energy Envelope.
3 Select Save Target As from the shortcut menu.
4 Select the folder you wish to save the file to.
5 Give the file a name, for example call1.wav, and click Save.
6 You can now attach the .wav file to an email or save it to disk.
Note: This functionality is only available to advanced users, and not
available to standard Viewer users.
September 2007 Replaying calls
User Guide 29
Replaying screen captures
After searching, you can replay screen captures from your search results. If
the screen capture is accompanied by audio, then this will replay also. To
replay a screen capture, use the following procedure:
1 Search for the screen capture to replay.
2 From the Results panel in the Summary page, click the screen capture
icon next to the call you wish to play.
3 The method of replay depends on whether there is audio with the screen
capture. Refer to Call Viewer for help with the Energy Envelope.
Screen capture without audio
A separate window opens and the screen activity that was recorded is
replayed. You can use the replay control buttons at the bottom to play, pause
and stop the call.
To view the entire screen capture within the window, select Fit to Window.
Clear this option if you want to view it actual size (scroll bars then allow
you to navigate around the whole area).
The Energy Envelope, shown in the main application window, shows the
pattern of screen activity for the screen capture you are viewing. This is in
contrast to a normal audio call, in which the voice patterns are shown.
Screen capture with audio
When you replay a screen capture with audio, the audio will replay with the
screen capture.
Replaying calls Standard 2.0
30 Nortel Viewer
Tabs on the Energy Envelope allow you to toggle between the audio and
screen activity. For example, periods of silence may correlate with high
levels of screen activity and vice versa. This might suggest a call where
information is retrieved from the computer then verbally relayed to the
caller.
Loading...