NiceLog User`s Manual V8.9 Rev. A2

Transcription

®
®
NiceLog User's Manual
8.9
March 2004
385A0114-08 Rev. A2
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or
entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly
by any NICE product. This includes, but is not limited to, any interruption of service, loss of
business or anticipatory profits or consequential damage resulting from the use or operation of any
NICE products.
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
copyright laws.
Permission is granted to view and photocopy (or print) materials from this document for personal,
non-commercial use only. Any other copying, distribution, retransmission or modification of the
information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2004 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025
6.542.602
360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer,
Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE,
NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE
Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Playback
Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse,
NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro,
NiceVision Virtual, NiceWatch, Renaissance, ScreenSense, Scenario Replay, Secure Your
Vision, Tienna, Wordnet and other product names and services mentioned herein are
trademarks and registered trademarks of NICE Systems Ltd. All other registered and
unregistered trademarks are the property of their respective owners.
*in Australia only
385A0114-08 Rev. A2
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: [email protected]
APAC Region: (Asia/Pacific)
Tel: +852-8338-9818
Fax: +852-2802-1800
The Americas Region: (North, Central, South America)
Tel: 1-800-NICE-611
Fax: +720-264-4012
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
International Headquarters-Israel
North America
Tel: +972-9-775-3100
Fax: +972-9-775-3070
Tel: 1-800-663-5601
Fax: +201-356-2197
United Kingdom
Germany
Tel: +44-8707-22-4000
Fax: +44-8707-22-4500
Tel: +49-(0)-69-97177-0
Fax: +49-(0)-69-97177-200
France
Hong-Kong
Tel: +33-1-41-31-80-30
Fax: +33-1-41-31-80-49
Tel: +852-2598-3838
Fax: +852-2802-1800
Please send all queries, comments, and suggestions pertaining to this document to
[email protected]
Introduction
Welcome to the NiceLog User’s Manual.
This manual describes the NICE Query and NICE Monitor applications. Both applications are
Windows-based, and are installed on NICE workstations.
NICE Query
Using NICE Query you can search for and locate recorded calls on Loggers and other archived
media. You can then:
•
Retrieve the calls from archived media.
•
Listen to the calls and view the screens.
•
Play the recorded voice calls to another location.
•
Save the voice recordings of selected calls.
•
Send selected calls as email attachments.
NICE Monitor
Using NICE Monitor you can:
•
Monitor voice and view screen activity in real-time.
•
Listen to recorded calls and view recorded screens.
•
Initiate or stop recording specific calls and screens.
Introduction
NiceLog User’s Manual V8.9 Rev. A2
5
Related Publications
Related Publications
•
NICE Administrator’s Manual - Provides administrative procedures for configuring a
NiceLog System and assigning using privileges.
•
NiceUniverse User’s Manual - Provides instructions for using NiceUniverse applications in
conjunction with the NiceLog System.
Introduction
6
Contents
Introduction
5
NICE Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
NICE Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
PART I - NICE Query
1
Getting Started with NICE Query
15
Know Your NiceLog System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
NICE Query Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Starting the NICE Query Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
NICE Query Window Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
The Main View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
The Secondary Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Properties Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
The Folder List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
The Shortcut Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Query Window and List Icon Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
View Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Complete Calls View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Segments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Participants View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Recording Locations View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Contents
7
Changing the Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Selecting the Main View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Adding Secondary Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Altering the Appearance of the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
The Active View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Saving a Displayed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Printing a Displayed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2
Finding Recordings
39
Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Executing a Saved Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Tips When Viewing Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Creating a Shortcut to a Saved Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Deleting a Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Renaming a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Editing a Query’s Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Editing a Query’s General Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Editing a Query’s Agent Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Editing a Query’s Channel Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Editing a Query’s Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Editing a Query’s User-Defined Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Editing a Query’s Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Finding Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Tip for Sites with a NICE Inserter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
3
Playing Recordings
67
Selecting the Audio Output Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Playing Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Contents
8
The Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Playback with Talking Clock Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Truncating the Length of the Current Recording . . . . . . . . . . . . . . . . . . . . . . . .75
Playing a Recording with Talking Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Saving the Recording Currently Playing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Operating the Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Stopping Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Restarting Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Pausing/Resuming Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Jumping Forward/Backward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Playing Next Call/Previous Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Tagging a Playback Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Setting Up a Recording Loop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Customizing the Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Showing Playback Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Releasing an Output Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Dual Password Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Playing Synchronized Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Playing Audio Files with NICE Media Player. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
4
Managing Calls
89
Finding a Call by Searching a List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Locating a Call’s Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Selecting a Retrieval Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Retrieving Audio from Removable Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Viewing Retrieval Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Storing (Saving) Calls on a Remote Storage Device . . . . . . . . . . . . . . . . . . . . . . . . 99
Moving Calls to Call Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Sending Call Files Via Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Creating a Shortcut to a Call Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Customizing the Complete Calls and Segments Lists . . . . . . . . . . . . . . . . . . . . . . 106
Editing a Call Folder’s Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Contents
9
Renaming a Call Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Editing a Call’s Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Locking/Unlocking Segments on a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Tagging/Untagging Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Removing a Call from a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Deleting Segments from a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
PART II - NICE Monitor
5
Getting Started with NICE Monitor
117
Know Your NiceLog System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Starting NICE Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
The NICE Monitor Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Main Window Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
NICE Monitor Window Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Displaying Icon Legends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Reconnecting to the NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
6
Monitoring Agents
129
Working with the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Creating the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Printing the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Starting Agent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Modifying the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Stopping Agent Monitoring and Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Contents
10
7
Monitoring Channels
135
Working with the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Refreshing the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Creating the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Printing the Channels List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Monitoring Audio Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Starting Audio Channel Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Stopping Channel Monitoring and Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Setting Up Audio Input Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Channel Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Audio Activity Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Audio Parameters Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147
8
Agent Recording and Playback
151
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Recording a Call in Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Recording the Next Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Recording All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Stopping a Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Business Data Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Selecting the Fields to be Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Editing Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Playing Back Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Modifying Playback Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Releasing an Output Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Contents
11
9
Channel Recording and Playback
161
Recording Audio Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Recording a Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Stopping a Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Enabling and Disabling Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Playback of Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Finding Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Playing Back a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Modifying Playback Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
10
Customizing NICE Monitor
167
Displaying/Hiding Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Using the Monitor Window in Compact View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Changing the Default NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Changing the Requested Media. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Clearing Short Term and Long Term Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Viewing Logger Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Viewing the System Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Enabling Confirmation of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
A
NICE Monitor Error Messages
179
Glossary
181
Index
191
Contents
12
PART I - NICE Query
This page is left intentionally blank for double-sided printing.
1
Getting Started with NICE Query
NICE Query is part of the complete NiceLog system. Using NICE Query you can search for and
locate recorded calls on Loggers and other archived media. You can then:
•
Retrieve the calls from archived media.
•
Listen to the calls and view the screens.
•
Play the recorded voice calls to another location.
•
Save the voice recordings of selected calls.
•
Send selected calls as email attachments.
Contents
Know Your NiceLog System .............................................................................17
NICE Query Overview........................................................................................18
Working with the NICE Toolbar ........................................................................20
Starting the NICE Query Application ...............................................................21
NICE Query Window Components ...................................................................23
The Main View ..............................................................................................24
The Secondary Views ...................................................................................24
The Folder List ..............................................................................................24
The Shortcut Bar ...........................................................................................26
Query Window and List Icon Definitions.........................................................27
View Types .........................................................................................................28
Complete Calls View .....................................................................................28
Segments View .............................................................................................29
Participants View...........................................................................................30
Chapter 1: Getting Started with NICE Query
15
Recording Locations View.............................................................................30
Changing the Query Window............................................................................31
Selecting the Main View ................................................................................31
Adding Secondary Views ..............................................................................33
Altering the Appearance of the Toolbar.........................................................33
The Active View .................................................................................................34
Saving a Displayed List ....................................................................................35
Printing a Displayed List...................................................................................36
Changing Your Password .................................................................................38
16
Know Your NiceLog System
The NiceLog System allows you to record, store, playback, monitor, and evaluate agent’s voice
and screen activity. The capabilities of your NiceLog System depend on whether or not your
system includes a NiceCLS Server. A system without a NiceCLS Server is known as a
Loggers-only environment.
•
A Loggers-only environment consists only of NiceLog Loggers. There are no NiceCLS
Servers or NiceScreen Loggers. Only channel activity (call segments) is available. You
identify calls according to the channel on which they were recorded, not by the agent who
participated in them. Complete calls do not exist in a Loggers-only environment.
•
The NiceCLS Server contains the NiceCLS Calls database that stores detail information
about each call, such as start time, stop time, and the agent who participated in the call or
whose computer screens were recorded. This information gives you more options when trying
to locate or identify a call. Primarily, you can identify a call by the agent who participated in
it and you can access connected segments at once as a complete call.
In a Loggers-only environment, you are limited to:
•
Access segments only.
•
Query channels only.
IMPORTANT
This manual discusses the full capabilities of a NiceLog system with a NiceCLS
Server. Limitations for a Loggers-only environment are noted accordingly.
17
NICE Query Overview
NICE Query Overview
The NICE Query application enables you to search the NiceLog System for recorded calls
according to search criteria that you specify.
IMPORTANT
All procedures require proper authorization and privileges to the relevant
NiceLog and NiceScreen Loggers, and to the NiceCLS Calls database.
Calls are recorded in segments. Each segment can contain voice recordings, screen recordings, or
both voice and screen recordings. The NiceCLS Server unites segments which occurred during a
single telephone connection to make a complete call. A complete call can be comprised of either
voice, screen, or voice and screen segments.
NiceLog Loggers store voice recordings. At this level, the recordings can only be identified by
the channels on which they were recorded.
NiceScreen Loggers store recorded screens. There must be a NiceCLS Server in your NICE
System in order to use NiceScreen Loggers. Screen recordings can be identified either by the
channel on which they were recorded or by the agent who logged on to the recorded workstation.
The NiceCLS Server stores information about each call, such as start time, stop time, location of
the recording (logger or archived media), and the agent who participated in the call or whose
computer screens were recorded. The NiceCLS Server allows you to search for, and locate calls
according to the agent who participated in them and to access complete calls in addition to
segments.
In a Loggers-only environment, only call segments are available and you can only search for
calls according to the channel on which they were recorded, not by the agent who participated in
them.
To play recordings, the call segments must be located on a NiceLog Logger’s hard disk (for voice
recordings) or on a NiceScreen Logger’s hard disk (for screen recordings).
NOTE
The process outlined below is detailed later in this manual. This section is provided
only as an overview of the general process of the NICE Query application.
Step 1: Run a Query or Search
Before you can play back a call, you must run either a query or a search in order to see the call in
the NICE Query window.
You create a Query with search criteria you use repeatedly.
EXAMPLE: You need to review all calls that are over 20 minutes long on a specific channel. You
want to run this query once a week. Create a Query. Select the specific channel. Select as the
Time Range, the Last 7 days, and set the Duration for Greater than 20 minutes. Save this query
and run it as needed.
18
NICE Query Overview
You create a Search with search criteria you use on a one-time basis. A Search can be rerun and
criteria changed until a new Search is created.
EXAMPLE: You want to review all calls made by Agent John Doe on Sunday, May 5, 2002. Create
a search, specifying only Agent John Doe. Set the Time Range for May 5, 2002. Run your search.
You will see the results in the NICE Query window. If you do not find the call you are looking for,
open the search window again. Your previous selections remain marked in the Search window.
Change any necessary criteria, and run the search again.
Queries and Searches search NiceLog Loggers, NiceScreen Loggers, the NiceCLS Calls database,
and the NiceLog Media Library.
NOTE
You can also find and playback recordings on a Logger which are not part of a call (i.e.,
noise recorded between calls). Alternatively, you can see call segments in the NICE
Query window which where never recorded (i.e., a call occurred and was logged in the
NiceCLS Calls database as having occurred, but the channel was not set to record the
voice).
Step 2: Locate and retrieve call segments that are not on a Logger’s hard disk
After the call you want to play appears in the NICE Query window, you must confirm that it is
located either on a NiceLog Logger’s hard disk or on a NiceScreen Logger’s hard disk. Calls that
are not located on a hard disk must be retrieved from archiving media and then played back.
Screen recordings cannot be archived and therefore cannot be retrieved. They can, however, be
locked on the NiceScreen Logger’s hard disk to avoid automatic deletion when the disk is full.
Step 3: Playback selected calls
Select the calls in the NICE Query window, shown to be on a Logger’s hard disk and play!
You can listen to voice recordings using the telephone, over the NiceLog Logger’s speakers, or
over your workstation’s speakers. Screen recordings are played back on your workstation screen.
Step 4: Additional options for recordings
Once call segments are located on a Logger, they can be:
•
Locked on the Logger to avoid automatic deletion.
•
Saved or sent via email as an .aud or .wav file. (Voice recordings only)
•
Saved or sent via email as an .avi file. (Voice and Screen recordings)
•
Saved in a Calls folder for quick access without having to rerun a Query or Search.
19
Working with the NICE Toolbar
Working with the NICE Toolbar
The NICE Toolbar is a window from which the NICE applications are launched. While each
individual module can be invoked separately, the Toolbar enables quick and convenient launching
of the modules.
To invoke the NICE Toolbar:
1.
In the Windows Start menu, in the NICE Program group, choose NICE Toolbar.
The NICE Toolbar Login window appears.
2.
Type your login name and password in the Login Name and Password fields. Then click
OK.
The NICE Toolbar appears.
Figure 1-1
NICE Toolbar
The NICE Toolbar icons represent the following modules:
NICE Administrator
NICE Monitor
NICE Query
Click an icon to start the corresponding application.
NOTE
The NICE Toolbar may also contain icons for the NiceUniverse applications if they
are installed.
20
Starting the NICE Query Application
Each site is managed using a single common site security database. In a NiceCLS environment, the
site security tables are stored on one of the NiceCLS servers. In a Loggers-only environment, a
standalone dedicated SQL desktop database is used.
To start NICE Query:
1.
In the Windows Start menu, in the Programs menu, choose NICE Applications. Then choose
NICE Query.
A splash screen appears and then the Login NICE Query window appears, displaying the last
site security database that you connected to, in the Data source field.
Figure 1-2
Login NICE Query Window
2.
Type your user name in the Login name field.
3.
Type your password in the Password field.
4.
To connect to the displayed site security database, click OK.
The NICE Query window appears.
-or-
To connect to a different site security database, click the Setup button.
The Select Data Source window appears.
21
Figure 1-3
5.
Select Data Source Window
In the Machine Data Source tab, select the site security database that you want to work
with, and click OK.
The NICE Query window appears.
22
NICE Query Window Components
The NICE Query window appears when you log in to the NICE Query application. Various tools
and options are provided in the NICE Query window to enable you to easily find and play recorded
calls in the NiceLog System.
Figure 1-4
NICE Query Window
Shortcut Bar
Folder List
Main View
Secondary Views
The following components appear in the NICE Query window:
•
The Main View
•
The Secondary Views
•
The Folder List
•
The Shortcut Bar
23
The Main View
The main view of the Query window is where the results of an run query appear. The main view is
always located in the upper half of the Query window. It can contain either the Complete Calls List
or the Segments List. The setting for the main view determines whether a query searches for and
returns Complete Calls or Segments. To set the main view options, see Selecting the Main View
on page 31. The list that appears in the main view is referred to as the Main View Calls List.
The Secondary Views
The Secondary views, which can be optionally opened or closed, appear in the lower half of the
Query window. The secondary views can include either the Complete Calls List or the Segments
List (depending upon which one is not selected as the main view) and the Properties Lists. The
information in all of the secondary views is dependant upon which calls or segments are selected
in the main view. To open or close secondary views, see Adding Secondary Views on page 33.
Properties Lists
Details of the participants and recording locations of the calls or segments selected in the Main
View Calls List are displayed in the relevant tabs in the Properties List:
• The Participants List
• The Recording Locations List
To open or close Properties Lists, see Adding Secondary Views on page 33.
The Folder List
When you create a query, by defining search criteria for finding recorded calls, you save it in a
folder that is displayed in the Query window. You can also save calls or segments that you select in
the Complete Calls or Segments Lists, in a calls folder.
When you select a folder in the Folder List, its description is displayed in the Folder’s hint.
To easily identify a call, assign names to the folders that describe the corresponding calls. Later,
either you, or a member of a group you belong to, can run the query directly from the Folder List.
24
Figure 1-5
Folder List
There are three types of query and call folders that can appear in the Folder List:
•
Public
Folders can be viewed and run by everybody in your organization. Folders
can be created, modified and/or deleted by everybody in your organization
that has the required privileges.
•
Group
Folders can be viewed and run by all members of a specified group.
Folders can be created, modified and/or deleted by all members of a
specified group who have the required privileges.
NOTE The System Administrator is responsible for assigning users to
groups. Users are not necessarily assigned to a group. If the
Group folder does not appear in your Folder List, you have not
been assigned to a group.
•
Private
NOTE
Folders can be viewed, run, created, modified, and deleted by you.
You cannot create a Call Folder in a Loggers-only environment.
25
The Shortcut Bar
Figure 1-6
Shortcut Bar
Queries that are saved in Query folders in the Shortcut Bar can be run
directly from the Shortcut Bar. For more information about how you can
save queries to the Shortcut Bar, see Creating a Shortcut to a Saved Query
on page 49. For more information about how you can save calls to the
Shortcut Bar, see Creating a Shortcut to a Call Folder on page 105.
26
Query Window and List Icon Definitions
Query Window and List Icon Definitions
The NICE Query window uses many different icons in the Folders list, the Shortcut Bar, and in the
Source column of the different lists. A description of all NICE Query icons is displayed in the
NICE Query icon legend.
To display the icon legend:
1.
In the Help menu, click Legend.
The Legend window appears.
Figure 1-7
Legend Window
2.
Use the scroll bar to locate the relevant icon.
3.
Click OK.
The Legend window closes.
27
View Types
View Types
There are four different views available, each of which display a different list in the Query
window. Each contains different information about the calls or segments. Each view and its
contents is described in the following sections.
Complete Calls View
The Complete Calls view, contains the Complete Calls List, which displays complete calls records.
A complete call is a record in the database that represents the period during which two or more
persons are on the phone together, from the moment the first two talk, through the joining and
leaving of people, until the last two disconnect. This includes all periods where any participant is
on hold. A call can be a simple call between two persons, a conference call or a call involving
transfers between different extensions, including all periods when a party is on hold. Each
complete call can contain one or many segments.
Complete calls can be played back directly from the complete calls list or you can save the call in
a calls folder to play back later.
The Complete Calls view can be either the main view or a secondary view. To define the position
of the Complete Calls view, see Changing the Query Window on page 31.
If the Complete Calls view is selected as the main view, you can only query by agent. All complete
calls that match the search criteria specified in the query, and that you are authorized to access, are
listed in the Complete Calls List. When you select a call in the Complete Calls List, information
about its segments and properties are displayed in the Segments and Properties Lists, if they are
opened.
If the Complete Calls view is a secondary view, it is automatically updated whenever the selection
in the Segments List changes. It then contains only the calls for the selected segments.
NOTE
Complete Calls do not exist in a Loggers-only environment and are not supported by
all switches.
28
View Types
Figure 1-8
Complete Calls List
Segments View
The Segments view contains the Segments List. A segment contains the data of one side of a call.
The Segments List also contains audio found on a Logger’s disk which is not part of a call. You
can save segments in a calls folder to play back later, or first play back the segment directly from
the Segments List.
The Segments view can be either the main view or a secondary view. To define the position of the
Segments list, see Changing the Query Window on page 31.
If the Segments view is selected as the main view, and a query is run, all segments that match the
search criteria specified in the query, and that you are authorized to access, are listed in the
Segments List. When you select a segment in the Segments List, and it is part of a complete call,
then the information about its complete calls appears in the Complete Calls List, if it is opened.
Information about selected segments also appear in the Properties Lists, if they are opened.
If the Segments view is a secondary view, it is automatically updated whenever the selection in the
Complete Calls List changes. It then contains only the segment for the selected calls.
Figure 1-9
Segments View
29
View Types
Participants View
The Participants view, contains the Participants list and displays information about the participants
in the selected call, for example, the participant’s name and user ID. It is automatically updated
whenever you change the selection in the main view. The Participants List appears in the
Properties section as a secondary view.
Figure 1-10
Properties View, Participants Tab
Recording Locations View
The Recording Locations view contains the Recording Location List and displays information
about the recording location of the calls or segments selected in the Main View Calls List, for
example, its start time, end time and the Logger on which the call was recorded. Calls or segments
which are located locally, on the Logger’s disk, appear automatically in this list when they are
selected in the Main View Calls List. For the Recording Locations of all other calls or segments,
see Locating a Call’s Audio on page 92. The Recording Locations List can only appear in the
Properties section as a secondary view. You must update this list whenever you change the
selection in the Main View Calls List.
Figure 1-11 Properties View, Recording Locations Tab
30
Changing the Query Window
The NICE Query window view displays as its default, the Segments List as the main view with a
maximum of 500 results displayed. You can change the main view to display the Complete Calls
List. You can also change the maximum number of results displayed in the main view.
In addition to a main view, the NICE Query window can display one or more secondary views that
contain information about the call(s) or segment(s) selected in the main view. A secondary view
can include either the Complete Calls List or the Segments List and/or the Properties List.
Results are displayed in the Complete Calls list and the Segments list (whether they are the main
view or a secondary view) according to user-defined columns. For more information about how
you can specify which columns are displayed in the Complete Calls list, see Customizing the
Complete Calls and Segments Lists on page 106.
You can also choose whether or not to display captions under the icons on the toolbar.
NOTE
All changes made to the settings of the Query window are automatically saved and
become the default the next time the Query application is started using the same Login
User ID.
Selecting the Main View
Using the Options window, you can select the main view and also the maximum number of query
results displayed.
To select the NICE Query window main view:
1.
In the NICE Query window, in the View menu, choose Options.
The Options window appears.
31
Figure 1-12
Options Window
2.
In the Query area, in the Maximum results in query field, enter the maximum number of
results to a query that you want to display.
3.
In the Main View area, select Segments. one of the following views:
4.
Complete
Calls
Displays the Complete Calls view as the main view in the NICE Query
window.
Segments
Displays the Segments view as the main view in the NICE Query window.
Click OK and rerun the query to display the results in the selected view.
32
Adding Secondary Views
You can choose to display or hide any of the views by selecting or deselecting the relevant options
in the View menu.
NOTE
You cannot deselect the view which is the main view.
Figure 1-13
View Menu
Altering the Appearance of the Toolbar
You can choose to display or hide the tool names under the icons on the Toolbar.
To change the Toolbar display:
1.
In the NICE Query window, in the View menu, choose Options.
The Options window appears.
33
The Active View
Figure 1-14
Options Window
2.
In the Toolbar area, select Show Captions if you want tool names to be displayed under the
icons on the Toolbar.
3.
Click OK.
The Toolbar immediately changes to reflect the change.
The Active View
More than one list can be displayed in the Query window at a time. Each time an action is
performed, it is done only on the list in the active view. The active view is the list in the Query
window where you last clicked with the mouse. When a query is run, and new results are
displayed, the main view becomes the active view by default and remains so until you click
elsewhere in the Query window. Before performing any action, it is important to make sure that the
required list is in the active view.
34
Saving a Displayed List
Saving a Displayed List
You can save the results displayed in any of the lists in the Query window as either a text file
(.tb2), an HTML file (.htm), or an Excel file (.xls). When you save a list, all of the records in the
list are saved.
NOTE
When saving either the Complete Calls list or the Segments list, only those fields
displayed in the list will be saved. See Customizing the Complete Calls and Segments
Lists on page 106 for instructions on displaying fields.
To save a displayed list:
1.
Click anywhere in the list to be saved to make it the active view.
2.
In the System menu, choose Save.
The Save As window appears.
Figure 1-15
Save As window
3.
Choose a path for the file.
4.
Enter the File name and select a Save as type from the list.
5.
Click Save.
The entire contents of the selected list are saved in the selected format.
NOTE
The user’s Windows login name is automatically added as a prefix to the file
name.
EXAMPLE: In Figure 1-15, if the user logged in with the Windows ID Tom, then the complete file
name will be Tomanita.tb2.
35
Printing a Displayed List
You can print the results displayed in any of the lists in the Query window. When you print a list,
all of the records in the list are printed. You can send a list directly to your default system printer or
you can first view the printout in the Print Preview window.
NOTE
When printing either the Complete Calls list or the Segments list, only those fields
displayed in the list will be printed. See Customizing the Complete Calls and Segments
Lists on page 106 for instructions on displaying fields.
To directly print a displayed list:
1.
Click anywhere in the list to be printed to make it the active view.
2.
In the System menu, choose Print.
The selected list is sent to the default system printer.
To view a print preview of a displayed list:
1.
Click anywhere in the list to be saved to make it the active view.
2.
In the System menu, choose Print Preview.
The Print Preview window appears.
Figure 1-16
Print Preview window
36
3.
Click Zoom to zoom in on the displayed page.
4.
Click View to change the number of pages seen in the Print Preview window at one time.
5.
Click the Prev and Next buttons to navigate through the report.
6.
Click Setup to change the printer settings.
7.
Click Print to print the report.
37
Changing Your Password
Once your NICE password is defined, it is recommended that you change your password
periodically to prevent unauthorized entries. Keep in mind that your NICE password is the same
password you use to log in to the NICE Monitor, NICE Administrator, and NICE Supervision
applications.
The new password that you enter must be an alphanumeric string between 5 and 24 characters. It
cannot be identical to your first name, last name, or extension. The NICE System Administrator
can apply additional restrictions.
NOTE
For a list of passwords that are not allowed, contact your NICE System Administrator.
To change your NICE password:
1.
In the NICE Query window, in the System menu, choose Change Password.
The Change password window appears.
Figure 1-17
Change Password Window
2.
In the Old password field, type your old password.
3.
In the New password field, type your new password.
4.
In the Retype new password field, type your new password again.
5.
Click OK.
Your new password will be required the next time you start the NICE Query, NICE Monitor,
NICE Administrator, or NICE Supervision applications.
TIP
You can also change your password in the NICE Monitor, NICE Administrator, or NICE
Supervision applications.
38
2
Finding Recordings
The NICE Query application enables you to search the NiceLog System for recorded calls
according to search criteria that you specify. In a Loggers-only environment, you can execute a
query of specific channels. In a NiceCLS environment, you can execute a query of specific
channels and/or agents.
The result of a NICE query is a list of either complete calls or call segments, depending upon your
main view setting, that match your search criteria (e.g., start time, agent name, agent ID). The calls
in the list are calls that you are authorized to access, and which are stored on a Logger’s hard disk,
or archiving media. In systems where the NiceLog Media Library is installed, query results also
list archived calls that are stored on archiving media that are no longer loaded in a Logger’s
archiving device.
If you are authorized to play calls, you can immediately play back calls that are stored on a Logger,
using the telephone, through speakers, or through your own computer if you have a sound card and
speakers. To play a call that is stored on archiving media, you must first retrieve it to a Logger’s
hard disk.
To play archived calls that are no longer in a Logger’s archiving device, the specified archiving
medium must be loaded in a Logger so that the calls can be retrieved to the Logger’s hard drive.
Calls consist of audio recorded between “Start” and “Stop” times. These times are determined by
parameters which are customized for your system.
Contents
Running a Search ..............................................................................................41
Executing a Saved Query .................................................................................43
Tips When Viewing Query Results ................................................................44
Creating a New Query .......................................................................................46
Creating a Shortcut to a Saved Query .............................................................49
Deleting a Query ................................................................................................50
Chapter 2: Finding Recordings
39
Renaming a Query .............................................................................................51
Editing a Query’s Search Criteria.....................................................................52
Editing a Query’s General Conditions ...........................................................52
Editing a Query’s Agent Filter .......................................................................54
Editing a Query’s Channel Filter ...................................................................56
Editing a Query’s Details ...............................................................................57
Editing a Query’s User-Defined Fields ..........................................................59
Editing a Query’s Expressions ......................................................................60
Finding Audio ....................................................................................................63
Tip for Sites with a NICE Inserter .....................................................................65
40
Running a Search
Running a Search
A search is a query that you can define and run without saving in a Query Folder. NICE Query
remembers the search parameters from the last search you ran. You can use the Search feature to
run your most common query.
The last search run is automatically saved as your default search. You can edit a search before
running it. You can also repeat a search without opening the Search Query Properties window.
To run a search:
1.
In the NICE Query window, in the Search menu, choose Search Query.
The Search Query Properties window appears.
Figure 2-1
NOTE
Search Query Properties Window
Available fields may vary according to your system configuration.
2.
You can edit the search query criteria as described in Editing a Query’s Search Criteria
on page 52.
3.
Click Run to run the search.
The search results are displayed in the Main View Calls List.
41
Running a Search
Figure 2-2
NOTE
NICE Query Window - Complete Calls List
•
Results are displayed in the Main View Calls List according to columns
selected by the user (see Customizing the Complete Calls and Segments
Lists on page 106). When you run a Logger-based query (Channels) in a
Logger and NiceCLS environment, the columns relating to NiceCLS are not
relevant.
•
If most of the results are either blank or filled with zeros, then contact your
Administrator for correct access to the proper NiceCLS Columns.
•
If you do not find the call you are looking for, see Tip for Sites with a NICE
Inserter on page 65.
To run the last search again:
•
In the Search menu, choose Search Again.
The updated search results are displayed in the Main View Calls List. See Figure 2-2.
42
Executing a Saved Query
You can find logged calls matching search criteria in a saved query. You can query based on
Logger’s channel information. If a NiceCLS Server is installed, you can also query based on call
detail information. The query results list all calls that meet the search criteria for the channel or the
agent. A call can consist of recorded audio, screens, audio and screens, or no recording (in
instances where the occurrence of a call was logged but the audio and/or screens were not
recorded).
NOTE
You can lock segments when you query channels. See Locking/Unlocking Segments
on a Logger on page 111.
For more information about saving a new query with customized search criteria, see Creating a
New Query on page 46.
To run a saved query:
•
In the NICE Query window, in the Query Folder List, in a Public, Group, or Private folder,
select a query that appears next to a Query icon.
-or-
If the query has an icon in the Shortcut Bar, select it.
NOTE
If the query was saved with a description, the descriptive text appears when you
point to the folder with your mouse. For more information about saving a query
with a description, see Editing a Query’s General Conditions on page 52.
NICE Query searches for the calls that you are authorized to view and then lists in the Main
View Calls List, those calls which match the search criteria of the selected query. A call can
contain the recorded audio, screens, audio and screens, or no recordings (indicating that a call
occurred, but recording at that time was not initiated).
NOTE
If you want to abort the query before the results are displayed, click the Stop
button.
The results of the query appear in the Main View Calls List of the Query window.
43
Figure 2-3
•
NICE Query Window
If most of the results are either blank or filled with zeros, then contact your System
Administrator for correct access to the proper NiceCLS Columns.
Tips When Viewing Query Results
Once you have run a query or search and have the results displayed in the Query window, the
following should be noted:
•
To see results for a query which searches for channels, the Segments view must be the Main
view.
•
Results are displayed in the Main View Calls List according to columns selected by the user
(see Customizing the Complete Calls and Segments Lists on page 106). When you run a
Logger-based query in a Logger and NiceCLS environment, the columns relating to NiceCLS
are not relevant. (A Logger-based query is a query that searches for channels, not agents.)
•
The list in the Segments view contains the following icons to identify the type of recording:
Voice recording only
Screen recording only
Voice and Screen recording
44
Grayed-out
icons
Indicates that a call took place, but was not recorded. This can occur when
only a percentage of calls are to be recorded.
•
The Recording Initiator column shows the schedule/option by which the call was recorded.
(Such as, Total recording, QA, etc.)
•
The External Call ID column indicates the name of the rule that triggered the recording of
the call when a call is recorded due to NICE ScreenSense (SEA).
NOTE
•
If you do not find the call you are looking for, see Tip for Sites with a NICE Inserter
on page 65.
45
Creating a New Query
Queries are similar to searches, but each query that you create can be saved in a unique folder.
Queries (and searches) are run using criteria that you specify in the Properties window. NICE
Query then searches for calls that match the query’s search criteria, and that you are authorized to
view, and lists those calls in the Query Window’s Main View Calls List. A call can consist of either
recorded audio, screens, audio and screens, or no recordings (in instances where the occurrence of
a call was logged but the audio and/or screens were not recorded).
EXAMPLE: You might, from time to time, want to find all the calls that a particular agent receives.
With a custom query, the same search criteria can be applied repeatedly.
NOTE
•
Queries and searches have to search either for channels, agents, or both. When
you search for channels, the Logger’s hard disks are searched. When you search
for agents, the NiceCLS calls database is searched. Channels searches must
have the Segments view as the main view.
•
In a Loggers-only environment, you can only search by channels.
To create a new query:
1.
In the NICE Query window in the Folder menu, choose New, then New Query.
-or-
In the NICE Query window, click the New button.
The New Query window appears.
Figure 2-4
New Query Window
46
2.
In the Query name field, type the name you want to assign to the query.
3.
In the Make this query of group field, select a group from the drop-down list to which the
query will apply.
If you are not a member of a group, this field is not enabled.
4.
In the Make this query a subquery of area, select the folder where you want to save the
new query.
You can save a query in a Public, Group or Private folder. Public folders can be accessed by
all users. Group folders can be accessed by all group members. Private folders can be
accessed only by you.
5.
In the Description field, type a description of the query for future reference. This description
will pop-up when you point with your mouse to the folder in the folders lists of the Query
window.
6.
Click OK.
The <Query> Properties window appears, with the General tab active. In this, and the
following examples, the name of the query is NewQuery(n).
Figure 2-5
NOTE
7.
<Query> Properties Window - General Tab
In all the available tabs specify the search criteria that describe the recorded calls you want to
find.
For more information about specifying search criteria, see Editing a Query’s Search Criteria
on page 52.
47
8.
When the search criteria are set to locate the calls you want to view, click one of the following
buttons:
Save and Run
Saves and runs the query.
Save
Saves the new query without running it. You can run it at a later time.
NICE Query searches for calls that match the current search criteria, and lists all those that
you are authorized to access in the Main View Calls List.
NOTE
Calls made by agents who do not appear in the Agents tab of your Properties
window can appear in the Main View Calls List. See Editing a Query’s Agent Filter
on page 54 for an explanation of accessing agents.
48
Creating a Shortcut to a Saved Query
Creating a Shortcut to a Saved Query
In the Shortcut Bar, you can create a shortcut to a query that you frequently run. The following
icons identify the different types of queries:
:
Public
Queries can be viewed and run by everybody in your organization.
Queries can be created, modified and/or deleted by everybody in your
organization that has the required privileges.
Group
Queries can be viewed and run by all members of a specified group.
Queries can be created, modified and/or deleted by all members of a
specified group who have the required privileges.
NOTE The System Administrator is responsible for assigning users to
groups. Users are not necessarily assigned to a group. If the
Group folder does not appear in your Folder List, you have not
been assigned to a group.
Private
Queries can be viewed, run, created, modified, and deleted by you.
To create a shortcut:
1.
In the Folder List, select a query folder.
2.
Drag the folder to the Shortcut Bar.
-or-
Right-click the Query folder and select Add to shortcut bar.
The next time you want to find calls that match the query’s search criteria, you can run it
directly from the query’s shortcut. Your shortcuts are restored each time you log into the
NICE Query application.
49
Deleting a Query
Deleting a Query
If you have saved queries in your Private folders that you no longer need, you can delete them.
You can also delete queries from your Group and Public folders, if you have the necessary
authorization. If you are not sure whether you have authorization to delete files, contact your
NiceLog System Administrator.
To delete a saved query:
1.
In the NICE Query window, in the Folder List, select the query folder that you want to delete.
2.
Click the Delete button.
-or-
In the Folder menu, choose Delete.
3.
In the confirmation window, click OK.
The selected query is removed from the folder.
50
Renaming a Query
Renaming a Query
Once a query has been saved, you can rename it at any time.
To rename a query:
1.
In the NICE Query window, in the Folder List, select a folder that appears next to a Query
icon.
2.
In the Folder menu, choose Rename.
The old name is highlighted in an edit box.
3.
Type the new name that you want to assign to the query. Press Enter.
The new query name appears in the list of folders.
51
Editing a Query’s Search Criteria
You can edit the following types of search criteria in a query:
•
General
•
Agent Filter
•
Channel Filter
•
Details
•
User-Defined Fields
•
Expressions
These criteria are described in the following sections.
Editing a Query’s General Conditions
In the General tab, you can edit:
•
Time Conditions
•
Duration
•
Call Direction Conditions
•
Query Description
A query’s time condition identifies duration of time and range of dates during which calls were
handled. For an efficient query, it is recommended that you specify a narrow time range in your
query’s General tab.
To edit a query’s general conditions:
1.
In the NICE Query window, in the Folder List, select a query whose general conditions you
want to modify.
2.
Click the Edit button.
The <Query> Properties window appears, with the General tab active.
52
Figure 2-6
3.
<Query> Properties Window - General Tab
In the Time Range area, in the From drop-down list, select the time period in which you
want to search.
-or-
In the Time Range area, in the From drop-down list, select Custom. Mark the From and To
check-boxes, and select the start and end date and time period in which you want to search.
NICE Query searches for recordings that were recorded within the time period you specified.
4.
In the Duration area, type the duration of the recordings that you want to find, as follows:
Less than
Mark the checkbox, and type the maximum length of time (hh:mm:ss) of
the call(s) you are looking for.
Greater than
Mark the checkbox, and type the minimum length of time (hh:mm:ss) of
the calls you are looking for
Mark both Less than and Greater than and type in the maximum and minimum duration in
order to look for all the calls within selected time range.
5.
In the General tab, in the Direction selection area, select the type of call(s) you are searching
for as follows:
In
Incoming calls
Out
Outgoing calls
Internal
Calls within the organization
53
NOTE
6.
Call direction can be specified only in systems with NiceCLS where the call
direction is reported by the switch.
In the Description area, type a description of the query for future reference.
Editing a Query’s Agent Filter
In the Agents tab, you can change the selection of agent(s) and/or group(s) on a particular
NiceCLS Server whose calls you want to search.
NOTE
•
The Agents tab is only available in systems where a NiceCLS Server is installed.
•
If a selected agent’s calls do not appear in the query results as expected, the
agent may not be properly logged into the system. This can occur only in a free
seating environment if the agent did not properly log in using the NiceCLS Login
application. Consult your System Administrator and the NICE Administrator’s
Manual for instructions on working in a free seating environment.
To edit a query’s agent filter:
1.
In the NICE Query window, in the Folder List, select a query whose agent filter you want to
modify.
2.
The <Query> Properties window appears.
3.
Click the Agents tab.
The <Query> Properties window appears, with the Agents tab active.
Figure 2-7
<Query> Properties Window - Agents Tab
54
The following icons appear in the Agent list:
An individual agent.
A group of agents. Agent groups are created by the System
Administrator.
An agent who is no longer active in the system. You can still select to
query an inactive agent’s calls.
(Gray) An agent who is still in the system as an active user and is no
longer defined as an agent. These user will only appear in the right-hand
column of previously saved queries. You can remove these users (former
agents) from saved queries but they will not appear in the left-hand
column in order to be added to new queries.
NOTE
4.
•
If you have access to all users, you will see groups labeled, ‘Agents on
<server name>’. You will not see the individual agents for these servers. If
you select one of these groups, your search/query will display results
containing the agents on these servers but you cannot select them
individually.
•
If you do not find the agent/group/NiceCLS Server you require, consult your
Administrator for correct access.
Click the drop-down box from the Show names from field and select the source for the
agent list:
• Agents - List all agents to whom you have access rights.
• Groups - List all groups on the NiceCLS Server to which you logged on and for whom
you have access rights.
• All - List all agents and groups, for whom you have access rights.
5.
In the Type name or select from list area, type or select the name(s) of one or more agents
or agent groups whose recorded calls you are searching for.
NOTE
6.
To select multiple agents/groups, on the keyboard hold down the Ctrl key and
click to select the agents/groups.
Click the To button to add the agent(s)/group(s) to the selection list.
NOTE
To verify which agents are assigned to a group, select the group, and then click
the Properties button. To remove an agent or agent group from the selection list,
select the agent or group and click Delete. To remove all agents or agent groups
from the selection list, select the agent or group and click Clear.
55
Editing a Query’s Channel Filter
In the Channels tab, you can change the selection of channels and/or groups whose segments you
want to search. This selection will be used when querying the Logger for audio segments.
NOTE
To search for selected channels, the Segments view must be selected as the Main
view of the NICE Query window. To change the Main view selection, see Selecting the
Main View on page 31.
To edit a query’s channel details:
1.
In the NICE Query window, in the Folder List, select a query whose Channel details you want
to modify.
2.
3.
Click the Channels tab.
The <Query> Properties window appears, with the Channels tab active.
Figure 2-8
4.
<Query> Properties Window - Channels Tab
Click the drop-down box from the Show names from field and select from:
• Channels
• Groups of channels
• All
56
5.
In the Type name or select from list area, type or select the name of a channel or group of
channels.
NOTE
6.
To select multiple channels/channel groups, on the keyboard hold down the Ctrl
key and click while selecting the channels/groups.
Click the To button to add the channel/channel groups to the selection list.
NOTE
To verify which channels are assigned to a group, select the group, and then click
the Properties button. To remove a channel or channel group from the selection
list, select the channel or group and click Delete. To remove all channels or
channel groups from the selection list, select the channel or group and click Clear.
Editing a Query’s Details
In the Details tab, you can change the type of calls and data that you are searching for. You can
also change the comment and DTMF you want to query. The fields available for selection for the
query will change depending on your system environment.
To edit a query’s details:
1.
In the NICE Query window, in the Folder List, select a query whose details you want to
modify.
2.
3.
Click the Details tab.
The <Query> Properties window appears, with the Details tab active.
57
Figure 2-9
NOTE
4.
<Query> Properties Window - Details Tab
Available fields may vary according to your NiceLog configuration.
In the State area, mark or clear the checkboxes as follows, to search for the following call(s):
Locked
When marked
When unmarked
When grayed out
Retrieved
5.
6.
, searches for locked segments only.
, searches for unlocked segments only.
, searches for both locked and unlocked segments.
Searches for calls that were retrieved to a logger.
In the Data Type area, mark the type of call you are searching for, as follows:
Fax
Searches for calls classified as fax.
Modem
Searches for calls classified as modem.
In the Call Type area, mark the type of call you are searching for, as follows:
Searches for calls that were transferred to another agent.
Transfer
-orConference
NOTE
Searches for conference calls.
If both the Transfer and Conference boxes are marked, then neither will be
included in the search criteria.
58
7.
In the Recorded Media area, mark the type of data you are searching for, as follows:
Audio
Searches for audio data only.
Screen
Searches for screen data only.
Screen & Audio
Searches for screen and audio data.
8.
If the calls that you are searching for were saved with a comment, in the Comment field, type
the comment, or part of it.
9.
You can search for calls by its DTMF signal, by typing all or part of the telephone number in
the DTMF field.
Editing a Query’s User-Defined Fields
The User Defined tab is enabled only when the database contains user-defined fields that you are
authorized to query. User-defined fields are created by the System Administrator using the NICE
Administration application.
To edit a query’s user-defined fields:
1.
In the NICE Query window, in the Folder List, select a query whose user-defined fields you
want to modify.
2.
3.
Click the User Defined tab.
The <Query> Properties window appears, with the User Defined tab active.
59
Figure 2-10
<Query> Properties Window - User Defined Tab
The User Defined tab displays each user-defined field you are authorized to query. In the
above example, you can search for calls with matching phone numbers in the user-defined
Phone Number field.
4.
For fields with free text, type your query selection.
5.
For fields with lists, select the required item from the list.
Editing a Query’s Expressions
A query can include logical conditions, each of which identifies calls based on a specific call data
field stored in your site’s Call Database.
In the Query Properties window, each logical condition is defined by:
•
A call data field in the Field drop-down list according to the defined columns that you have
permission to query.
•
A comparison operator in the Operator drop-down list.
•
A value (or range of values) in the Value drop-down list.
Each logical condition includes a call data field that you are authorized to access in your site’s Call
Database.
NOTE
The call data fields stored in your site’s Call Database depend upon the call data
reported by the telephone switch.
60
A logical condition includes one of the following comparison operators that determines how the
call data field (that is logged for each call in your site’s Call Database) compares with the value
that you specify in the Value field:
•
Is Equal
•
Is Not Equal
•
Additional operators depending on the type of column, for example, numerical, character,
Boolean, and so on.
A logical condition includes a value (or range of values) that is compared to the call data field
logged for each call in your site’s Call Database. A logical condition typically includes only one
value.
You can define a query with more than one logical condition. An AND or OR binding operator
joins each logical condition (except the first condition) to the previous logical condition in the
query. If two conditions are joined by AND, the query searches for calls that meet both conditions.
If two conditions are joined by OR, the query searches for calls that meet one condition, or the
other, or both. Conditions joined by AND are always evaluated before conditions joined by OR.
At any time, you can add new logical conditions to a query, and you can delete one or all logical
conditions in the query.
EXAMPLE: To search for Incoming calls by Department use:
Field: Department
Operator: Is Equal
Value: Marketing
To edit a logical condition:
1.
In the NICE Query window, in the Folder List, select a query whose logical condition(s) you
want to modify.
2.
3.
Click the Expressions tab.
The <Query> Properties window appears, with the Expressions tab active.
61
Figure 2-11
4.
<Query> Properties Window - Expressions Tab
For each logical condition, in the Field drop-down list, select a call data field.
The selection appears in the Current expression field.
5.
For each logical condition, in the Operator drop-down list, select the logical condition’s
comparison operator.
NOTE
6.
For each logical condition, in the Value drop-down list, select a value.
NOTE
7.
The logical operator available depends on the field type, for example, character
string, numeric or Boolean.
•
Depending on the field type, you may be required to type a value in the Value
drop-down list. For example, if the column does not have an attached list.
•
If you selected a field that displays Yes or No, the valid values are 1 (YES) or
0 (NO)
Click the Add button.
The logical condition appears in the window at the bottom of the Expressions tab.
8.
If you want to join a logical condition to the previous logical condition, select a Binding
operator AND or OR. Then repeat steps 4 through 7.
NOTE
If you want to change a component of a logical condition, in the window at the
bottom of the Expressions tab, select a logical condition. Then, in the Field,
Operator or Value drop-down list(s), select the change(s), and click the Update
button. If you want to delete the selected logical condition in the query, click
Delete. To remove all logical conditions for a query, click Clear.
62
Finding Audio
Finding Audio
To locate a call, you can use the Query feature. However, some audio recorded by NiceLog does
not meet the call definition criteria (e.g., too short). To find this audio, you need to use the Find
Audio feature.
There are two ways to find audio using the Find Audio feature:
•
From any Logger channel
•
From the channel of a selected call in the Complete Calls List
To find audio from any Logger channel:
1.
In the NICE Query window, in the Call menu, choose Find Audio.
The Find Audio window appears with a list of channels from the Loggers in the system that
you have authorization for.
Figure 2-12
Find Audio Window
2.
Select a channel.
3.
Define the start and end times and dates for the audio you want to find in the From and To
fields.
4.
Click OK.
If the audio is on the disk, it immediately plays back in the Playback window.
63
Finding Audio
To find audio from the channel of a specified call:
1.
Right-click a selected call in the Complete Calls List.
The Find Audio window appears, displaying the call’s channel information.
Figure 2-13
Find Audio Window
2.
Select the start and end times and dates for the audio in the From and To fields.
3.
Click OK.
If the audio is on the disk, it immediately plays back in the Playback window.
64
Tip for Sites with a NICE Inserter
NOTE
The NICE Inserter is optional for Total Recording environments with CTI/CDR
integration.
If you cannot locate a specific call or segment, it might have been saved by NICE Inserter. NICE
Inserter detects incomplete or missing call entries in the calls database caused by system
maintenance or malfunction (e.g. - network failures), and enables querying for such calls and
playing them back for privileged users, as well as archiving and retrieving them by the NICE
Storage Center. The Lock, Move, and Modify operations cannot be performed on calls in a NICE
Inserter Query. To locate calls saved using NICE Inserter, you must run a separate Query.
To run a NICE Inserter Query:
1.
In the Search menu, choose Build Inserter Query.
The New Query window appears. See Figure 2-4 on page 46.
2.
Complete the information as follows and then click OK.
• Query name
The name of the query as it will appear in the
folders list of the Query window.
• Make this query of group
The group to which the query will apply. If you are
not a member of a group, this field is not enabled.
• Make this query a subquery of The folder where you want to save the new query.
• Description
This description pops up when you point with your
mouse to the folder in the folders lists of the Query
window.
The Properties window for the new query appears.
3.
Fill in the details on the General tab following the guidelines in Editing a Query’s General
Conditions on page 52.
4.
Click the Servers tab.
The Servers tab appears.
65
Figure 2-14
5.
Properties Window - Servers tab
From the left column, choose a Server and click the To button.
The server appears in the right column.
6.
Click the Expressions tab.
7.
Fill in the details on the Expressions tab following the guidelines in Editing a Query’s
Expressions on page 60.
NOTE
8.
The list of available fields for NICE Inserter varies from those available for a NICE
Query.
Click Save and Run to save and run the new query.
66
3
Playing Recordings
Calls that are located on a Logger’s hard disk and appear in any of the visible lists can be played
back directly from the NICE Query window. Audio that is not defined as a call can also be played
back using the NICE Query Find Audio feature. You can play back audio through the telephone,
through speakers, or through your own computer if you have a sound card and speakers. Screens
are played back on your screen. When you play recorded audio or screens, you can use the various
tools in the NiceLog Playback window to control playback. You can play .aud files using the
NICE Media Player, if it is installed.
When playing audio, you can save a recording, replay audio, use the enhanced playback features,
and play up to four audio recordings simultaneously.
Audio (.wav files) can be played back with the Talking Clock feature, which provides vocal time
and date information about the call, if played back to your computer’s speaker (via a sound card).
Contents
Selecting the Audio Output Device..................................................................68
Playing Recordings ...........................................................................................70
The Playback Window...................................................................................71
Playback with Talking Clock Options.............................................................74
Operating the Playback Window ...................................................................77
Customizing the Playback Window ...............................................................81
Releasing an Output Channel...........................................................................84
Dual Password Playback ..................................................................................85
Playing Synchronized Recordings...................................................................86
Playing Audio Files with NICE Media Player...................................................88
Chapter 3: Playing Recordings
67
Selecting the Audio Output Device
You can select the audio output device to be used for call playback. You do not select an output
type to play back screen activity. Screens are played back only on your local workstation.
The output type can be a telephone extension, speaker or headphones. If your computer has a
sound card and speakers, the output can be through your local speakers.
The output type selected becomes the default only for the current application. You can select
different default output types for the NICE Query and NICE Monitor applications.
When you select a call for playback, the system checks if it matches the selected output type. If the
call cannot be played on the selected output device, the Select Output Type window appears so that
you can select a new output. In this case, only the outputs relevant to the selected call are listed.
You are also given the option in this window to make your new selection the default.
To select an output type:
1.
In the NICE Query window, in the System menu, choose Select Output Type.
-or-
In the NICE Monitor window, in the System menu, choose Options, then Select Output
Type.
2.
The Select Output Type window appears.
Figure 3-1
NOTE
3.
Select Output Type Window
The options in the Select Output Type window may differ according to your
NiceLog configuration.
Select an output device from one of the following options:
• Local
Playback to your local workstation. This is available only if you
have a sound card and speakers on your local workstation.
68
• Extension
One of the telephone extensions that has been specified by the
NiceLog Administrator.
• Speaker
Playback to the speakers on the Logger. Select from the dropdown list.
• Instant Callback
User-defined telephone extension. Enter the extension number to
be dialed by the Logger in order to hear the call. This option is
available only in digital systems in which the output has been
configured as Instant Callback.
Your choice is saved as the default for future use.
!
WARNING
Do not attempt to connect a telephone line directly to a Logger’s output channel without the
properly installed interface hardware.
69
Playing Recordings
Playing Recordings
Once a query has been performed, recorded calls with matching search criteria are displayed in the
Main View Calls List. A call can consist of either recorded voice, screens, voice and screens, or no
recordings. (Calls without recordings occur when a call takes place and is logged as having
occurred but was not scheduled to be recorded.)
Playback can be done from either the Segments view, the Complete Calls view, or the Recording
Locations view.
In the Segments view, recording can be identified by their icons:
Voice recording only
Screen recording only
Voice and Screen recording
grayed-out
icons
Indicates that a call took place, but was not recorded.
Screen recordings are played back on your screen.
Voice recordings are played back using the default output device. See Selecting the Audio Output
Device on page 68.
!
WARNING
Do not attempt to connect a telephone line directly to a Logger’s output channel without the
properly installed interface hardware.
You can select up to fifty screen and/or voice segments for playback through any output type. The
calls play back sequentially according to their list order.
NOTE
Calls with long duration are automatically divided into 20 minute segments. You can
select which segments you want to play. You can select up to fifty call segments (voice,
screen, or voice and screen) at one time for playback. Each will be played back in
succession.
Audio that is not defined as a segment can also be played back using the NICE Query Find Audio
feature. See Finding Audio on page 63.
If your Logger is configured with the Talking Clock feature and your are playing back voice
recordings on your local workstation, you can optionally, use the Talking Clock. For details, see
Playing a Recording with Talking Clock on page 75.
70
Playing Recordings
To play a recording:
1.
In the NICE Query window, in either the Complete Calls, Segments, or Recording Locations
List, select the calls or screen recordings that you want to play.
2.
In the Call menu, choose Play.
-or-
Click the Play button.
The call(s) will be played back according to the default settings as follows:
• Extension
A message appears displaying the extension to dial. Dial the
extension to play back the call.
• Speaker
The call is played back through the specified speaker on the
Logger.
• Local
The call will be played back through your local sound card.
• Instant Callback
The call will be played back through the extension specified in
the Output window.
IMPORTANT
When you are finished listening to audio via a telephone, stop the playback
and hang up so that the line will be available for accessing audio.
The NiceLog Playback window appears and is described in the following section, The
Playback Window on page 71.
The Playback Window
The NiceLog Playback window appears when playback is initiated from NICE Query or NICE
Monitor.
Figure 3-2 shows the basic NiceLog Playback window. It appears when you select one call
segment for playback. The Playback Call Details show the details of the call segment.
71
Playing Recordings
Figure 3-2
NiceLog Playback Window (1)
Playback Tool Bar
Playback Progress Scale
Playback Call Details
The NiceLog Playback window displays the following components:
•
Playback Tool Bar: Provides tools which enable you to control playback. Each of the buttons
which appear on the Playback Tool Bar are described in the following sections.
•
Playback Call Details: Displays information about the call, for example, the Call ID and the
Agent’s name. To select which information is displayed, see Showing Playback Information
Fields on page 83.
•
Playback Progress Scale: Graphically displays the progress of the current playback
operation.
NOTE
When screens are recorded, the agent’s screens can continue to be recorded for an
extra few seconds after the call ends. This extra recording time is known as wrap-up
time and allows you to view the agent’s screen activity immediately after the call is
complete. When screens are played back, the time on the progress bar includes the
wrap-up time, if there is any, so you will see a difference in the time on the progress bar
and the actual stop time of the call. Voice playback ends when the call stops.
EXAMPLE: If both voice and screens are recorded for a call that starts at 1:00:00 and stops at
1:05:00, the start time for the call is listed as 1:00:00 and the stop time for the call is listed as
1:05:00. When you open the Playback window, the progress bar displays the range from 1:00:00
to 1:05:30. Audio stops being heard at 1:05:00 but screen playback continues until 1:05:30.
Figure 3-3 shows the NiceLog Playback window when you select one or more complete calls, each
comprised of multiple segments in the NICE Query window.
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Playing Recordings
Figure 3-3
Active Call drop-down list
Active Audio Segment
drop-down list
The following two drop-down lists appear:
•
Active Call
A list of all the selected complete calls. The call currently being played is
displayed.
•
Active Audio
Segment
A list of all the selected segments or all the segments for all the selected
complete calls. The segment currently being played is displayed.
During screen playback, the NiceLog Playback window expands to display the played back screen
activity. See Figure 3-4.
73
Playing Recordings
Figure 3-4
Played back
screen activity
To play back multiple recordings:
•
Mark Continuos Playback and all the recordings in the list will be played back one after the
other.
-or-
•
Select a call or segment to be played from one of the drop-down lists.
Playback with Talking Clock Options
NOTE
The Talking Clock feature is not available for screen playback.
To use the Talking Clock options, Talking Clock must be configured on your workstation during
installation.
If you save a recording with Talking Clock options set, the saved file incorporates the Talking
Clock and you do not need to have Talking Clock on the workstation on which you play back the
saved files.
74
Playing Recordings
Truncating the Length of the Current Recording
NOTE
If you have the Talking Clock feature on your workstation, you can select only a portion of the call
for playback. If you save the call from the NiceLog Playback window, only the selected portion of
the call will be saved.
To truncate a call:
1.
In the NiceLog Playback window, in the Play menu, choose Set Play Time.
2.
The Set Times for Talking Clock window appears.
Figure 3-5
3.
Set Times for Talking Clock
Click on a portion of a date or time and use the up and down arrows to alter the From and To
times.
Playing a Recording with Talking Clock
NOTE
The Talking Clock feature periodically announces the time and date of the recording as you listen.
You can play back audio with Talking Clock or save it as a .wav file. The time and date
information is played back through one speaker while the call audio is played back simultaneously
through the other speaker. You can control the volume of the Talking Clock and call audio
separately.
To use the Talking Clock:
•
Your workstation must be configured with Talking Clock.
•
Your selected output must be Local. (Your workstation must have a sound card and speakers.)
NOTE
You do not need to have Talking Clock on a workstation playing back a .wav file saved
with Talking Clock. The announced times become part of the saved recording.
75
Playing Recordings
To set the time interval for the Talking Clock:
1.
In the NiceLog Playback window, in the Play menu, choose Set interval.
2.
From the drop-down menu, choose 10, 20, or 30 seconds.
The time and date will be announced at the beginning and end of the call and at the intervals
selected.
To play back calls with Talking Clock:
•
In the NiceLog Playback window, in the Play menu, choose Talking Clock.
Saving the Recording Currently Playing
You can save the audio of the call currently being played back in the NiceLog Playback window as
follows:
•
Only voice recording are saved. Screen recordings cannot be saved in this manner.
•
Talking Clock features are saved as follows:
• The call is saved with the time announcements. You will not need to have Talking Clock
on the workstation on which the saved call is played back.
• If you truncated the call, only the selected range is saved.
•
Tagging positions are not saved.
•
Recording loops are not saved.
To save the Recording currently being Played:
1.
In the NiceLog Playback window, in the File menu, choose Save audio as.
The Save Audio As window appears.
76
Playing Recordings
Figure 3-6
Save Audio As Window
2.
Navigate to the location where you want to save the file.
3.
In the File name field, type the File name.
4.
Click Save.
Operating the Playback Window
The following sections contain instructions for using the toolbar functions in the Playback
Window. The complete toolbar buttons are shown in Figure 3-7 and Figure 3-8.
NOTE
Your toolbar may vary according to your NiceLog System configuration and selected
options.
Figure 3-7
Pause
NiceLog Playback Window - standard toolbar
Jump
Backward
Stop
Previous
Recording
Jump
Forward
Recording
Loop
Volume
Control
Next
Recording
77
Playing Recordings
Figure 3-8
NiceLog Playback Window - expanded toolbar
Skip silence
AGC
Speed Control
Tag
Untag
a
a
Position Position
Stopping Playback
To stop playback:
•
In the Playback window, click the Stop button.
The Stop button changes from yellow to red, playback stops, and the marker jumps to the
start of the graphic time scale.
Restarting Playback
If playback has stopped, either because you clicked the Stop button, or you reached the end of the
recording, you can restart playback of the audio from the beginning.
To restart playback:
•
In the Playback window, click the Play button.
The audio starts to play from the beginning, and the Play button changes to the Pause
button.
Pausing/Resuming Playback
Pausing stops playback at the current playback time. When playback is resumed, it continues from
the point at which it was paused.
To pause playback:
•
In the Playback window, click the Pause button.
Playback pauses at the current playback time, and the Pause button changes to the Play
button.
To resume paused playback:
•
In the Playback window, click the Play button.
Playback resumes from the point in the audio when playback was paused, and the Play button
changes to the Pause button.
78
Playing Recordings
Jumping Forward/Backward
The Playback window provides several tools for navigating forward and backward within the
audio while it is playing.
To jump forward:
•
Click the Jump Forward button.
Playback advances ten seconds.
To jump backward:
•
Click the Jump Backward button.
Playback reverses ten seconds.
To jump to any time in the recording:
•
Click anywhere on the graphic time scale.
Playing Next Call/Previous Call
These tools play the next and previous calls in the Segments or Recording Locations Lists.
NOTE
In a multi-segment playback, Next Call skips to the next selected audio segment,
Previous Call jumps back to the previous one.
To play the next call:
•
Click the Next Call button.
The next call in the selected list plays.
To play the previous call:
•
Click the Previous Call button.
The previous call in the selected list plays.
Tagging a Playback Position
IMPORTANT
This option is available only in a NiceCLS environment. It is not available in a
79
Playing Recordings
You can mark positions of interest on the playback scale with tags when playing recordings. The
tags are saved with the call and appear again when the call is next selected for playback. The tags
do not appear if the call is selected for either synchronized playback or multi-playback. You can
remove a recording’s tags at any time.
To tag a position during playback:
1.
To display Tag buttons, in the Playback window, in the View menu, choose Enhanced. See
Customizing the Playback Window on page 81.
2.
During playback, in the Playback window, click the Tag button when the scale button reaches
the appropriate position on the scale.
A red indicator marks the position on the scale.
You may add more tags, as required.
Figure 3-9
NiceLog Playback Window With Tags
To remove a recording’s tags:
•
Click the Untag button.
All the red indicators are removed.
Setting Up a Recording Loop
During playback, you can use the Loop function in the Playback window to repeatedly replay a
specific segment from within the audio that is playing.
To set up a recording loop:
1.
During playback, in the Playback window, click the Start Loop button at the part of the audio
where you want the loop to start.
80
Playing Recordings
A blue arrow marks the start time of the loop on the graphical time scale. As the audio
continues playing, the tail of the blue arrow stretches to the right in the graphical time scale.
Figure 3-10
2.
Audio Loop
Click the Loop button again when you hear the end of the audio that you wish to replay in a
loop.
The button color changes to green.
The tail of the blue arrow stops. The point where it stops on the graphic time scale marks the
stop time of the loop. The audio between the start and the end loop marks plays back
repeatedly until you stop the loop. You can use the Pause and Resume buttons while
listening to the audio loop.
To stop a recording loop:
•
Click the Loop button again.
-or-
Click anywhere on the graphic time scale.
The Loop button changes to yellow, the loop marker in the graphic time scale disappears, and
the audio continues playing normally.
Customizing the Playback Window
To customize the NiceLog Playback window:
•
In the NiceLog Playback window, from the View menu, select any combination of options as
follows:
• Enhanced
•
Skip Silence
When this option is selected, the following options are
displayed in the Playback window, depending on the Logger:
Enables silent segments to be skipped during playback if the
audio that you are playing was recorded using activity
detection.
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Playing Recordings
•
AGC
Automatic Gain Control. Equalizes the volume of an audio
signal that contains segments of alternating high and low
volume. Availability of this option depends on your Logger
configuration.
•
Speed
Enables you to modify playback speed without altering the
pitch. Availability of this option depends on your Logger
configuration.
•
Noise
Reduction
Removes background noise that was recorded with voice.
Availability of this option depends on your Logger
configuration.
•
Tags
Enables you to place indicator marks at positions of interest on
the playback scale.
• Scale
This option is selected by default. Audio playback start,
intermediate, and end times are represented numerically below
the graphic time scale. The time marker indicates the progress
of the playback.
The elapsed playback time also appears below the graphic time
scale, at the center of the scale. The elapsed time is the amount
of time between the recording’s start time and the current
playback time.
• Scale from zero
Causes the time scale to begin at 00:00:00 instead of the actual
time.
• Information
Up to five call information fields can be selected and displayed
according to your requirements. Information appears in a bar
above the graphic time scale. See Showing Playback
Information Fields on page 83 to select the information
displayed.
Figure 3-11 shows an example of a customized Playback window.
Figure 3-11 NiceLog Playback - Customized Window
Playback
Information
Fields
82
Playing Recordings
Showing Playback Information Fields
Playback Information fields allow you to choose what information about the call being played is
seen in the playback window. See Figure 3-11.
You can choose up to five information fields to be displayed in the Playback window.
IMPORTANT
After changing the playback window using this procedure, you will have to rerun
your query.
To choose information fields for the playback window:
1.
In the Query window, in the View menu, choose Show Playback Info Fields.
The Playback Fields window appears.
Figure 3-12
NOTE
2.
3.
Playback Fields Window
To add a field, select it from the Available fields area and click the Add button.
To remove a field, select it from the Show these fields in this order area and click the
Remove button.
4.
To change the order in which the fields appear in the Playback window, select the field in the
Show these fields in this order area and click the Move Up or Move Down button.
5.
Click OK.
The next time the playback window is opened, the selected information will be displayed.
83
Releasing an Output Channel
When you play back via an extension or speakers, these output channels remain allocated to the
user for approximately one minute after playback, thus allowing the immediate playback of
additional recordings without the need to reconnect to the output channel.
If you are not immediately playing another recording, it is recommended that you release the
output channel and make it available to other users.
IMPORTANT
If you do not release the output channel, it will automatically be released by the
system approximately one minute after playback is complete.
To release an output channel:
•
In the System menu, choose Release Output Channel.
The output channel is released and made available to other users.
84
Dual Password Playback
Dual Password Playback
An agent can search all calls in the site security database, but may have authorization to only play
back only his or her recent calls, within a specified time period. Those users may listen to their
calls outside the specified time limitation, and any calls made by others, only when accompanied
by a colleague user who must enter his or her password for playback to take place. This feature is
activated per user, and the time period is specified in the NICE Administrator application.
To play back calls requiring dual password playback:
1.
In the NICE Query window, in the Complete Calls List, select a call for playback.
2.
In the Call menu, choose Play.
-or-
Click the Play button.
If the selected call was made before the specified time period allowed, or if it was made by
another agent, the Login NICE Query window appears.
Figure 3-13
3.
Login NICE Query Window
Another authorized user logs in. The selected call then plays. When the playback is finished
and the window closes, the authorization ends. The original user is still logged in.
NOTE
Each time you choose a call requiring dual password playback, the Login NICE
Query window appears.
85
Playing Synchronized Recordings
You can simultaneously play up to four recorded voice segments provided they meet with the
following criteria:
•
Recorded at the same time (The segments do not have to start and finish at the same time.
Only the overlapping times will be played back.)
•
Recorded on the same Logger
•
Recorded on different input channels
NOTE
Screen recordings cannot be played back using synchronized playback.
You select the segment from either the Segments View or the Recording Locations view.
To play synchronized recordings:
1.
In the NICE Query window, in either the Segments View or the Recording Locations view,
hold down the Ctrl key and select up to four synchronized calls.
2.
Click the Sync button.
-or-
In the Call menu, choose Synchronized Play.
The NiceLog Synchronized Playback window appears.
Figure 3-14
NOTE
NiceLog Synchronized Playback Window
The NiceLog Synchronized Playback window is identical to the NiceLog Playback
window with the addition of a relative volume scales for each of the playing voice
segments.
86
Figure 3-15
Relative Volume Scales
You can adjust the relative volume for each channel as necessary, by dragging the slide boxes
on the Relative Volume Scales to the left and right. You can mute the audio segment by
clicking the Minimize Volume button, or you can maximize the volume by clicking the
Maximize Volume button.
87
Playing Audio Files with NICE Media Player
Playing Audio Files with NICE Media Player
The NICE Media Player is a standalone application for playing .aud files. The .aud format is a
NICE proprietary compressed audio format. The NICE Media Player can be installed
independently from other NICE applications to enable playback of calls that are saved outside of
the Logger. When NICE Media Player is installed, it is set to be the default player for files saved in
.aud format. The NICE Media Player window is similar to the basic Playback window.
The NICE Media Player can be downloaded from the Internet from: www.nice.com/products/
download.html.
For a description of the controls in the playback window, see Playing Recordings on page 70.
NOTE
The NICE Media Player cannot play back screen recordings (.avi files).
To play back .aud files with NICE Media Player:
•
On a workstation where the NICE Media Player is installed, use Windows Explorer to
navigate to the folder in which you saved your .aud files and double-click the call (*.aud).
To locate the call that you want to play, refer to the call description in the audfiles.txt file that
is stored in the same directory as the stored calls. For more information about these files, see
Storing (Saving) Calls on a Remote Storage Device on page 99.
The NICE Media Player window appears. The voice plays back on the local PC speakers.
Figure 3-16
NICE Media Player Window
The time information of the call is displayed on the screen during playback.
NOTE
The NICE Media Player plays back audio files only when your computer has a
sound card installed. If your system does not have a sound card and you attempt
to play an .aud file, the following error message appears:
88
4
Managing Calls
When you run a query, NICE Query searches for and lists all the calls that match the search
criteria. This chapter focuses on the various NICE Query tools and features for managing the calls
in the NICE Query window. A call can consist of recorded audio, screens, audio and screens, or no
recordings (in instances where the occurrence of the call is logged, including start and stop times
and channel and agent information, but the actual audio or screen data is not recorded).
If the list of matching calls is extensive, you can use the Find feature to find a specific call. Use the
Locate feature to determine where the call is currently stored, and, if the call is archived on
removable media, retrieve it to a Logger’s hard disk for playback.
NOTE
Screen activity is not archived and therefore does not need to be retrieved from
removable media.
Audio recordings can be stored on remote media. A log file is created in a directory of stored calls
containing information about each stored call in the directory. Calls can be saved to a folder, and
played back directly from the Query window. Audio and screen recordings can also be sent as an
attachment in an email message.
Contents
Finding a Call by Searching a List ...................................................................91
Locating a Call’s Audio .....................................................................................92
Selecting a Retrieval Logger .........................................................................93
Retrieving Audio from Removable Media........................................................94
Viewing Retrieval Requests ..............................................................................97
Storing (Saving) Calls on a Remote Storage Device ......................................99
Moving Calls to Call Folders...........................................................................101
Sending Call Files Via Email...........................................................................103
Creating a Shortcut to a Call Folder ..............................................................105
Chapter 4: Managing Calls
89
Customizing the Complete Calls and Segments Lists .................................106
Editing a Call Folder’s Description ................................................................108
Renaming a Call Folder...................................................................................109
Editing a Call’s Details .................................................................................... 110
Locking/Unlocking Segments on a Logger................................................... 111
Tagging/Untagging Calls................................................................................. 112
Removing a Call from a Folder....................................................................... 113
Deleting Segments from a Logger ................................................................. 114
90
Finding a Call by Searching a List
Finding a Call by Searching a List
If an extensive list matches the search criteria you specified, you can narrow the search by either
editing the query’s search criteria, or you can use the Find feature to search the active view for a
specific call.
NOTE
The Find feature searches parameters displayed in the Query window and not call
content.
To find a call in any of the displayed lists:
1.
Click anywhere in the list to be searched to make it the active view.
2.
In the NICE Query window, in the Search menu, choose Find.
-or-
Click the Find button.
3.
The Find window opens.
Figure 4-1
4.
Find Window
In the Text to find field, type text that might appear in any of a call’s details.
-or-
In the drop-down list, select text that NICE Query has recently searched for.
5.
Click OK.
NICE Query searches the active view for the typed text, and highlights the first match. If the
highlighted call is not the call that you are searching for, continue with Step 6.
6.
In the Edit menu, click Find Next (or press F3). NICE Query searches the active view for the
next match.
Repeat this step until you locate the call you are searching for.
91
Locating a Call’s Audio
Calls can be stored on local, remote, removable media, or a Storage Center. You need to determine
where the call is located before you can play the call.
NOTE
A Storage Center is an automatic backup system. When a Storage Center exists, if the
segments being searched for are not found on any of the site’s Loggers, the Storage
Center is searched. If the segments are found there, then they are automatically
retrieved from the Storage Center to the Retrieval Logger. Storage Centers do not exist
at all sites.
You can view the current location of the audio for calls listed in the Complete Calls or Segments
list. When you locate a call, an icon appears in the Source column for the selected calls. Selecting
calls in the Complete Calls list shows the icon in the corresponding entries in the Segments list.
Selecting segments from the Segments list, shows the icon in the corresponding entries in the
Complete Calls list, when all of the segments are found in one location. If the Recording Locations
List is open, the calls will appear there.
Calls or segments which are located in the Storage Center are automatically retrieved to a Logger
(known as the Retrieval Logger) when they are located. If a Logger has not been assigned for this
purpose, you will be requested to select one at this time. You can also choose to change the
selected Retrieval Logger before locating the calls or segments. See Selecting a Retrieval Logger
on page 93 for details.
NOTE
Each user can assign a different Logger to be used as the Retrieval Logger.
The following icons appear in the Source column and show where the call is currently stored:
•
Logger’s hard disk
•
Archiving media loaded in the Logger’s archiving device
•
Media stored in the Media Library
•
Unknown - media cannot be found (e.g., if the call was deleted from the Logger’s disk and
there was no backup)
•
Call is being retrieved from the Storage Center to the Retrieval Logger.
Once the location of the call has been determined, you can retrieve the call to a Logger’s hard disk,
in order to play it. For more information about retrieving audio to a Logger’s hard disk, see
Retrieving Audio from Removable Media on page 94.
To locate a call(s):
1.
In either the Complete Calls or Segments list, in either the main view or secondary view,
select the call(s) whose current location you want to know.
2.
In the Call menu, choose Locate.
-or-
Click the Locate button.
92
An icon indicating the location of the selected call(s) appears in the Source column for the
selected call.
Selecting a Retrieval Logger
When locating call segments, those that are stored in a Storage Center are automatically retrieved
from the Storage Center to a Logger’s disk. The Logger to which the segments are retrieved is
known as the Retrieval Logger. The first time that the Retrieval Logger is required, the Select
Retrieval Logger window opens automatically and you assign one of the site’s Loggers to be the
Retrieval Logger. After this, you can change the Retrieval Logger whenever necessary.
NOTE
Storage Centers do not exist at all sites.
To change the Retrieval Logger:
1.
In the System menu, choose Select Retrieval Logger.
The Select Retrieval Logger window appears.
Figure 4-2
Select Retrieval window
2.
Select the Logger you want to assign as the Retrieval Logger.
3.
Click OK.
The new Retrieval Logger setting remains the default.
NOTE
The Retrieval Logger assignment applies only to the current user workstation. Each
user workstation can assign a different Logger as the Retrieval Logger.
93
Retrieving Audio from Removable Media
To play a recorded call, the audio must be located on a Logger’s hard disk. If the source is located
on removable media, as indicated by its call source icon, the call must first be retrieved to the
Logger’s hard disk using NICE Query’s Retrieval Wizard.
Calls can be retrieved from the following locations:
•
Archiving media listed in the Media Library.
•
Archiving media loaded in one of the Logger’s archiving devices, for example, Magneto
Optical (MO) cartridges, Digital Audio Tape (DAT) cassettes, or Digital Versatile Disc
(DVD).
•
Unknown, for example, recorded calls for which the system does not have a library record.
You can retrieve multiple calls from different locations. The Retrieval Wizard sorts the calls
selected for retrieval into groups according to their media location. The Retrieval Wizard guides
you through the following steps of the retrieval process:
•
Retrieval Requests: For each group of selected calls in the Media Library, you specify the
Logger to which the calls should be retrieved. You can also specify call duration to retrieve
only part of the calls.
•
Call Retrieval: For each retrieval request, the Retrieval Wizard tells you into which Logger
to insert the removable media.
You can only retrieve calls from removable media if you have the requisite authority.
NOTE
If you are not authorized to retrieve calls from the Media Library, contact your
organization’s NICE Administrator. Provide the Administrator with the details of the
selected call(s) and request that he or she load the archiving media into one of the
Logger’s archiving devices, from the NICE Backup window in the NICE Administrator
application.
To retrieve a call from removable media:
1.
In the NICE Query window, in the Complete Calls List, select the call(s) that you want to
retrieve. Hold down the Ctrl key to select additional calls.
2.
In the Call menu, choose Retrieve.
-or-
Click the Retrieve button.
The Retrieval Wizard opens, displaying the first group of selected calls.
94
Figure 4-3
3.
In the Retrieve to logger drop-down list, select the Logger to which you want to retrieve the
audio. If the calls are located on archive media that is currently loaded in a Logger, you do not
need to select the Logger.
NOTE
4.
Retrieval Wizard
The Deck field is visible only when your computer is configured with a Remote
Tape Storage system (RTS).
If you want to retrieve only a portion of a call, select the recording that you want and click the
Adjust Duration button. Otherwise, skip to step 6.
The Adjust Duration window opens.
Figure 4-4
5.
Adjust Duration Window
In the Start time and Stop time drop-down lists, select the duration of the call that you want
to retrieve. Click OK.
The Retrieval Wizard opens again, displaying the duration.
95
6.
If you want to eject the media after the call(s) has been retrieved from it, mark the Eject
media upon completion checkbox.
NOTE
When you retrieve audio from several archiving media on the same Logger, the
Eject media upon completion checkbox must be marked.
7.
Click Next to display the next group of selected calls for retrieval.
8.
Repeat steps 3 through 7 until you have requested retrieval for all selected calls.
9.
Click Finish.
The Retrieval Wizard - Summary window appears informing you where to insert media to
begin the retrieval process.
Figure 4-5
Retrieval Wizard - Summary
10. Insert the media into the specified archiving device, as displayed in the Summary window.
11. Click OK.
The retrieval process begins. When the retrieval process has finished, or if it encounters
errors, the Retrieval Request Groups window appears. You can also open this window to see
the progress of retrieval by selecting Retrieval Status from the View menu.
12. When retrieval is completed, refresh the Complete Calls List by selecting the call(s) and
clicking the Locate button.
The selected call(s) now appear in the Complete Calls List with the Logger hard disk icon,
and they can now be played back.
For more information about playing calls, see Playing Recordings on page 67.
96
Viewing Retrieval Requests
When a call(s) is being retrieved to a Logger’s hard disk, you can view the retrieval progress. You
can abort the retrieval request at any time before the requested call(s) completes its retrieval to a
Logger’s hard disk.
To view a retrieval request:
1.
In the View menu, choose Show Retrieval Status.
TIP
On your keyboard, press the F2 shortcut key.
The Retrieval Request Groups window appears, displaying the groups of retrieval requests.
Figure 4-6
Retrieval Request Groups Window
2.
Select a retrieval request.
3.
If you want to view information about each retrieval request, click the Properties button.
Otherwise, skip to step 5.
The Request Group Properties window appears, displaying the details of each retrieval
request in the request group.
97
Figure 4-7
Request Group Properties Window
4.
Click OK to return to the Retrieval Request Groups window.
5.
Click Close.
NOTE
If you want to abort a retrieval request, click the Abort button.
98
Storing (Saving) Calls on a Remote Storage Device
If the Remote Long Term Storage (RLTS) is installed, you can save the individual segments of
calls on any media storage device for archiving/long term storage. This feature creates a log file
when calls are saved in a new directory. Each time you save calls, the new log entries are added to
the existing log file. The call files can be stored to any random access media storage device,
including:
•
Local or network hard disk
•
DDS or AIT cassette
•
Magneto Optical (MO) cartridge
You can save selected segments of calls. The calls can be of either .wav (with or without Talking
Clock), .aud, or .avi (for screen activity) file format. The .aud format is a NICE proprietary
compressed audio format.
Stored calls can be played using the NICE Media Player. To download the NICE Media Player
from the Internet and for instructions on using it, see Playing Audio Files with NICE Media Player
on page 88.
To store calls to media storage devices:
1.
In the Segments list, select the segment or segments you wish to save as files.
2.
If Talking Clock is enabled on the system, you can save a .wav file with Talking Clock.
Choose Save > Enable Talking Clock.
3.
Click the Save button, and choose one of the following:
• Save As AUD File
Saves voice only
• Save As WAV File
Saves voice only
• Save As AUD and WAV Files
Saves voice only
• Save As AVI File
Saves voice and screen data
NOTE
•
If you choose .aud or .wav for a segment that contains voice and screen data,
only the voice portion will be saved.
•
If you choose .aud or .wav for a segment that contains only screen data, it will
not be saved and no error message will appear.
•
If you choose .avi for a segment that contains only voice data, it will not be
saved and no error message will appear.
The Save window appears.
4.
Select a drive and a directory. Click OK.
The drive can be any local or networked disk or removable media.
99
The selected calls are saved. When saving to a directory to which calls have never been
saved, a new log file is created in the directory. When calls are saved to an existing directory,
entries are appended to the existing log in the directory.
NOTE
The user’s Windows login name is automatically added as a prefix to the file
name.
EXAMPLE: If, in the Save window, you enter ‘call1’ as the file name, and select .aud
as the file type, and logged into Windows with the login ID ‘Sue’, then the complete
file name will be Suecall1.aud.
Figure 4-8
Log of Stored Files
Details in the log include:
• File name
• Format (.aud, .wav, or .avi)
• Whether Talking Clock is saved with the file (.wav format only)
• Logger ID
• Channel Number
• Start time and End time
• Certain other data columns
NOTE
The data columns that appear in the log file are preset in you system and cannot be
modified.
100
Moving Calls to Call Folders
Once you find a call or segment, you can move it to a separate call folder so that later on you can
easily locate it for playback.
NOTE
Call Folders do not exist in a Loggers-only environment.
To save a queried call:
1.
In either the Complete Calls or Segments list, select a call.
NOTE
2.
To select multiple calls, on the keyboard hold down the Ctrl key and click to select
the calls.
In the Call menu, select Move Calls.
-or-
Click the Move button.
The Move Calls window appears.
Figure 4-9
3.
Move Calls Window
In the Move the selected calls to the folder area, select the folder that you want to store.
The call is moved to the selected folder.
-or-
If you want to create a new folder to store a call in, click the New button.
The New Folder window opens.
101
Figure 4-10
NOTE
New Folder Window
Public folders can be viewed by all users. Private folders are for personal use.
4.
In the Calls folder name field, type the name of the new folder.
5.
In the Description area, type a description of the call folder.
6.
Click OK.
The selected call(s) are moved to the new folder.
102
Sending Call Files Via Email
You can send selected segments of calls as attachments in email messages using your default email
application. The calls can be of either .wav (with or without Talking Clock), .aud, or .avi (for
screen activity) file format. The .aud format is a NICE proprietary compressed audio format.
Segments sent in .aud format can be played back by the addressee using the NICE Media Player.
To download the NICE Media Player from the Internet and for instructions on using it, see Playing
Audio Files with NICE Media Player on page 88.
To send calls as email:
1.
In the Segments list, select a segment. Press Ctrl and select additional segments to be sent, if
required.
2.
Click the Send button and choose one of the following:
• Send AUD File
Sends voice only
• Send WAV File
Sends voice only
• Send AVI File
Sends voice and screen data
To send .wav files with the Talking Clock, in the Send submenu, choose Enable Talking
Clock. This option appears only if the Talking Clock is enabled on the system.
NOTE
Voice only recordings must be sent as either .aud or .wav files. Screen only
recordings or recordings containing both voice and screen must be sent as .avi
files. When you select more than one kind of segment, an error message appears.
Click Yes to send each type of segment appropriately (if you selected .avi for
voice only recordings, they are sent as .wav files by default).
Your email application opens with the selected segment or segments attached to an outgoing
message.
103
Figure 4-11 Sample Email Window
NOTE
3.
The NICE Media Player message appears only when sending an .aud file.
Send the message in the usual way.
104
Creating a Shortcut to a Call Folder
Creating a Shortcut to a Call Folder
In the Shortcut Bar, you can create a shortcut to a call folder.
The shortcut icon for public, group and private folders are slightly different from one another:
Public folders
Group folders
Private folders
To create a shortcut:
1.
In the Folder List, select a call folder.
2.
Drag the folder to the Shortcut Bar.
-or-
In the Folder menu, choose Add to shortcut bar.
The next time you want to play a call from that call folder, you can click the call folder’s
shortcut icon in the Shortcut Bar. The calls associated with that folder then appear on the
Main View Calls List.
105
Customizing the Complete Calls and Segments Lists
You can customize the Complete Calls and Segments Lists display grids so that specified columns
are not displayed. You can also specify which columns should occupy a permanent position in the
scroll list.
IMPORTANT
After changing the columns displayed using this procedure, you will have to
rerun your query.
To customize the Complete Calls or Segments List:
1.
In the Query window, click anywhere in the list to be edited.
2.
In the View menu, choose Show Columns.
The Show Columns window appears.
Figure 4-12
NOTE
Show Columns Window
3.
To add a field, select it from the Available fields area and click Add.
4.
To add all of the Available fields, click Add All.
5.
To remove a field, select it i from the Show these fields in this order area and click
Remove.
6.
To remove all of the shown fields, click Remove All.
106
7.
To change the order in which the columns appear, select a column in the Show these fields
in this order area and click either the Move Up or Move Down button.
8.
Use the Up and Down arrows to specify the number of columns that you want to prevent from
scrolling in the Keep the first # columns to move when scrolling field.
NOTE
9.
The Default button resets the selected fields and the order in which they appear to
the original settings, when you first accessed the NICE Query application.
Click OK.
The Show Columns window closes.
107
Editing a Call Folder’s Description
Editing a Call Folder’s Description
If you save a folder together with a description of its call(s), the description will be displayed when
you point to the call folder, in the Folder List, with your mouse. You can add and modify a call
folder’s description at any time.
NOTE
You can edit the Call Folder description only if you have authorization to do so.
To edit a call folder’s description:
1.
In the Folder List, select a call folder whose description you want to edit.
2.
In the Folder menu, choose Edit.
The Calls # Properties window appears, displaying the call folder’s current description.
Figure 4-13
3.
Calls # Properties Window
Type your changes and click OK.
The new description is saved with the call folder.
108
Renaming a Call Folder
Renaming a Call Folder
You can change the name of a call folder to a name that better describes the calls stored in the
folder.
NOTE
You can change the name of a call folder only if you have authorization to do so.
To rename a call folder:
1.
In the Folder List, select a call folder whose name you want to change.
2.
In the Folder menu, choose Rename.
The folder name appears in an edit box.
3.
Type your changes, and click OK.
The folder is saved under the new name in the Folder List.
109
Editing a Call’s Details
Editing a Call’s Details
In the Query window, you can edit the text that appears in any column that has edit privileges.
Changes that you make are saved and appear on the list immediately.
NOTE
If you do not know which column details can be edited, you should ask your site’s
system administrator.
To edit a call’s details:
1.
Click on the line whose details you want to edit.
2.
In the Call menu, choose Modify.
-or-
Click the Modify button.
NOTE
3.
If there are no fields which can be edited, then the Modify button remains inactive.
Type over the fields to be edited.
The modified details appear immediately, and the changes are saved to the database.
4.
Click the Modify button again to exit the editing mode.
110
Locking/Unlocking Segments on a Logger
Locking/Unlocking Segments on a Logger
You can prevent the automatic deletion of segments by locking them on the logger’s hard disk.
You can also unlock previously locked segments.
NOTE
•
This is the same procedure used for tagging/untagging calls.
•
To lock or unlock segments on a logger:
1.
In the Segments List, select the segment(s) that you want to lock or unlock.
IMPORTANT
If you select more than one segment, all the segment will change to the
new status of the first segment selected.
EXAMPLE: You select ten segments, among them the first one is locked, and the rest
are either locked or unlocked. All of the locked segments become unlocked and the
unlocked segments remain unlocked. The end result is all unlocked segments.
2.
Click the Un\Lock icon in the Toolbar.
-or-
From the Call menu, choose Lock.
The status of the segment in the Segments List changes appropriately from Locked to
Unlocked or from Unlocked to Locked.
Figure 4-14
Segments View Displaying Locked Column
The check-mark in the Locked column appears gray when the Locking procedure is complete.
3.
Wait for confirmation that the process is complete and run the query again to confirm that the
segments were properly locked/unlocked. Locked segments have a colored check-mark that is
not gray.
111
Tagging/Untagging Calls
Tagging/Untagging Calls
Call tagging enables you evaluate calls in the database by changing them to QA calls. You can also
untag a tagged call.
NOTE
•
This is the same procedure used for locking/unlocking segments on a logger.
•
To tag/untag calls:
1.
In the Segments List, select the call(s) that you want to tag/untag.
IMPORTANT
If you select more than one segment, all the segment will change to the
new status of the first segment selected.
EXAMPLE: You select ten segments, among them the first one is tagged, and the rest
are either tagged or untagged. All of the tagged segments become untagged and the
untagged segments remain untagged. The end result is all untagged segments.
2.
Click the Un/Lock icon in the Toolbar.
-or-
From the Call menu, choose Lock.
The status of the segment in the Segments List changes appropriately from Tagged (Locked)
to Untagged (Unlocked) or from Untagged (Unlocked) to Tagged (Locked).
Figure 4-15
Segments View Displaying Tagged segments in Locked Column
The check-mark in the Locked column appears gray when the Tagging procedure is complete.
3.
Wait for confirmation that the process is complete and run the query again to confirm that the
segments were properly tagged/untagged. Tagged segments have a colored check-mark that is
not gray.
112
Removing a Call from a Folder
Removing a Call from a Folder
You can remove a call(s) from a folder when you no longer need to store it.
To remove calls from a folder:
1.
In the Folder List, select a folder with a call folder icon.
The list of calls in the folder appears in the Complete Calls List.
2.
To remove all calls from a folder, in the Call menu choose Remove All Calls.
-or-
In the Complete Calls List, select the calls you want to remove. In the Call menu, choose
Remove Selected Calls.
113
Deleting Segments from a Logger
Deleting Segments from a Logger
IMPORTANT
You must have special privileges to delete audio segments from a Logger.
To delete segments from a Logger:
1.
Select the segment(s) to be deleted from the Segments List.
NOTE
Segments being deleted must be located on a Logger and must be unlocked.
2.
In the Call menu choose Delete.
3.
When the confirmation window appears, click OK.
The selected segment(s) are deleted from the Logger.
If the deleted segments were part of a complete call, they still appear as part of the complete
call with their location unknown.
114
PART II - NICE Monitor
5
Getting Started with NICE Monitor
NICE Monitor is a Windows-based application that can be used to monitor agent calls and
recordings in the NiceLog System. When a call is monitored, call audio is routed to the user
running the Monitor application in real time.
NICE Monitor also enables fast and easy access to channel activity information, call activity and
details and user sign-on activity.
NICE Monitor is installed along with the other NICE Applications, and works together with
NiceLog and NiceCLS to enhance NiceLog System call handling capabilities.
Contents
Know Your NiceLog System ........................................................................... 118
Starting NICE Monitor ..................................................................................... 119
The NICE Monitor Window..............................................................................122
Main Window Views ....................................................................................122
NICE Monitor Window Component .............................................................122
Window Component Tips ............................................................................125
Displaying Icon Legends .............................................................................126
Reconnecting to the NiceCLS Server ............................................................127
Changing Your Password ...............................................................................128
Chapter 5: Getting Started with NICE Monitor
117
The NiceLog System allows you to record, store, playback, monitor, and evaluate agent’s voice
and screen activity. The capabilities of your NiceLog System depend on whether or not your
system includes a NiceCLS Server. A system without a NiceCLS Server is known as a
•
A Loggers-only environment consists only of NiceLog Loggers. There are no NiceCLS
Servers or NiceScreen Loggers. Only call segments are available and you identify calls
according to the channel on which they were recorded, not by the agent who participated in
them.
•
The NiceCLS Server contains the NiceCLS Calls database that stores information about
each call, such as start time, stop time, location of the recording (logger or archived media),
and the agent who participated in the call or whose computer screens were recorded. This
information gives you more options when trying to locate or identify a call. Primarily, you
can identify a call by the agent who participated in it and you can access many segments at
once as a complete call.
In a Loggers-only environment, you are limited to:
•
Monitor and playback channels only.
IMPORTANT
This manual discusses the full capabilities of a NiceLog system with a NiceCLS
Server. Limitations for a Loggers-only environment are noted accordingly.
118
Starting NICE Monitor
To start the NICE Monitor application:
NOTE
1.
Before you start NICE Monitor, obtain a user name and password from the NiceLog
System Administrator.
Click the NICE Monitor icon in the NICE Toolbar.
For information about starting the NICE Toolbar, see Working with the NICE Toolbar
on page 20.
-or-
Click Start on the desktop and choose Programs, NICE Applications NICE Monitor.
The Login NICE Monitor window appears.
Figure 5-1
2.
Login NICE Monitor Window
Click Data source to select the administration database that you want to work with.
NOTE
If one or more NiceCLS Servers are part of your NiceLog System, you should
choose the Database (data source) you want to connect to.
The Select Data Source window appears.
119
Figure 5-2
Select Data Source Window
IMPORTANT
3.
Click the Machine Data Source tab, select the NiceCLS Server or administrator database
that you want to work with, and click OK.
NOTE
4.
In systems with multiple NiceCLS Servers, where one is designated as the
main NiceCLS server, you should login to that server. You may select a
different NiceCLS Server to monitor from within the NICE Monitor Window.
See Changing the Default NiceCLS Server on page 172 for more
information.
If your NiceLog system is configured to include only one NiceCLS Server, only one
option will appear, and it will automatically be set as your option when installing the
application.
In the Login window, enter your user name and password and click OK.
The NICE Monitor window appears.
120
Figure 5-3
NICE Monitor Window - Channels View
The NICE Monitor window displays a list of logged-in channels and agents associated with the
NiceCLS Server, and data columns that provide information about the status of each agent or the
activity on each channel.
IMPORTANT
NOTE
In a Loggers-only environment, you will see only the Channels view. The
Agents view and all Agent-related actions do not exist. You must have a
NiceCLS Server to access Agents.
If this is the first time that the NICE Monitor application is opened, you will have to
select the default NiceCLS Server. This process will start automatically. See Changing
the Default NiceCLS Server on page 172.
121
The NICE Monitor Window
The NICE Monitor window contains components that enable you to monitor, record, and playback
calls from specific agents or channels defined in your NiceLog System.
Main Window Views
The NICE Monitor window contains two main views: Agents View and Channels View.
NOTE
Only one view may be available depending on your privileges as determined by your
system administrator, or on the configuration of the site. For more information, see the
NICE Administrator’s Manual.
In a Loggers-only environment, only the Channels view exists. You must have a
NiceCLS Server to use the Agents view.
To switch between Agents View and Channels View in the NICE Monitor window:
•
From the View menu, choose Agents mode for Agents View or Channels mode for
Channels View.
-or-
In the Groups list, click Agents for Agents View or Channels for Channels View.
You can change back and forth from these views anytime.
TIP
When you select a channel or agent from the Groups list, the view automatically
changes to the appropriate view.
NOTE
•
When monitoring agents or channels, changing the view of the NICE Monitor
window stops the monitoring operation.
•
NICE Monitor enables you to work in Compact View for both Agents View and
Channels View. See Using the Monitor Window in Compact View
on page 170 for more information.
NICE Monitor Window Component
NICE Monitor window components are indicated in the following figure:
122
Figure 5-4
NICE Monitor Window Components, Channel List View
Menu Bar
Toolbar
Shortcut Bar
Group
List
Channels/Agents
List
Status Bar
NOTE
Figure 5-5
In a Loggers-only environment, you will see only the Channels view. The Agents view
and all Agent-related actions do not exist. You must have a NiceCLS Server to access
Agents.
NICE Monitor Window, Agents View, status bar
•
Menu Bar
Contains the main menus.
•
Toolbar
Contains quick-access buttons to some of the most frequently used
operations.
•
Shortcut
Bar
Provides one-click shortcuts to groups of agents or channels.
•
Group
List
Displays the categories available in NICE Monitor: Agents and Channels.
For a sub-category, click the plus sign (+) next to the group.
•
Agent/
Channel
List
Contains the Agent List or Channel List with data columns displaying
detailed information on agents or channels. In Channels View, for example,
data columns represented by icons include the following:
Indicates call activity on the line.
123
Indicates a call is being recorded.
Indicates a call is being monitored.
Other Data columns include the following:
NOTE
•
•
Short
Term
Indicates the percentage of audio activity detected on the input
channel during the specified time period (typically one hour).
•
Long
Term
Indicates the percentage of audio activity detected on the input
channel during the specified time period (typically 72 hours.).
In the Agents View, data columns can be added to, and removed from the main
window. For more information about customizing data columns, see Displaying/
Hiding Columns on page 168.
Status Bar
Displays the following information (from left to right):
• Channels view (see Figure 5-4 on page 123)
•
Record count
•
Date and time
•
Selected output type
•
Monitoring status - This appears only when playback is on the Local
output. When monitoring, the current status is displayed: Monitoring
or Buffering.
•
Volume control - Right-click the icon to adjust the volume.
• Agents view (see Figure 5-5 on page 123)
•
Requested Media type icon - Right-click the icon to change the
selection.
•
Connection Status icon
•
Date and time
•
Selected output type
•
Monitoring status - This appears only when playback is on the Local
output. When monitoring, the current status is displayed: Monitoring
or Buffering.
•
Volume control - You can right-click the icon to adjust the volume.
124
Window Component Tips
NOTE
In a Loggers-only environment, you will see only the Channels view. The Agents view
and all Agent-related actions do not exist. You must have a NiceCLS Server to access
Agents.
The following tips are useful when working with NICE Monitor window components:
•
When you select an Agent or Channel in the Group List, the appropriate view will
automatically be displayed in the display area.
•
Groups in the Group List area can be added to the Shortcut Bar to enable quick opening of
definitions in the Agent\Channel view. This is possible by right-clicking and choosing the
Add to Shortcut Bar option, or by dragging and dropping the icon.
•
When an item is dragged to the Shortcut Bar, an icon for that item is automatically created.
•
Shortcuts you create in the Shortcut Bar are saved, and restored the next time you enter NICE
Monitor.
•
New agents or channels are automatically added to the relevant group in the Group List area.
•
Click the Agents button or the Channels button in the Shortcut Bar to display shortcuts for
that category.
•
To hide the Status Bar or Toolbar from view, deselect the Status Bar option or Toolbar
option in the View menu.
125
Displaying Icon Legends
NICE Monitor provides an explanation of the icons that appear in the NICE Monitor window.
To display icon legends in the Monitor window:
•
In the NICE Monitor window, point to the icon and hold the pointer until a hint with the name
of the icon is displayed.
-or-
To display all the legends at once, choose the Legend option in the Help menu.
The Legend window appears.
Figure 5-6
NOTE
Legend Window (for Agents View)
The icons included in the Legend window are the same icons that appear in the
NICE Monitor window (Agents View or Channels View).
126
Reconnecting to the NiceCLS Server
Reconnecting to the NiceCLS Server
The Status Bar at the bottom of the NICE Monitor window contains an icon that show the status of
the NiceCLS Server from which NICE Monitor receives information.
If a communication failure occurs, a red X appears on the icon representing the Server in which the
failure occurred.
If a communication failure occurs in the NiceCLS Server, a window prompting you to reconnect to
the Server appears. Click Yes to reconnect to the NiceCLS Server, or No if you do not want to
reconnect. You can also reconnect to the NiceCLS Server at a later time.
To reconnect to the NiceCLS Server:
•
In Agents view, in the System menu, choose Communication, Reconnect.
The connection to the last server you were connected to is reestablished.
127
Once your NICE password is defined, it is recommended that you change your password
periodically to prevent unauthorized entries. Keep in mind that your NICE password is the same
password you use to log-in to the NICE Query, NICE Administrator, and NICE Supervision
applications.
The new password that you enter must be an alphanumeric string between 5 and 24 characters. It
cannot be identical to your first name, last name, or extension. The NICE System Administrator
can set additional user password parameters.
To change your NICE password:
1.
In the NICE Monitor window, in the System menu, choose Change Password.
The Change password window appears.
Figure 5-7
Change Password Window
2.
In the Old password field, type your old password.
3.
In the New password field, type your new password.
4.
In the Retype new password field, type your new password again.
5.
Click OK.
Your new password will be required the next time you start the NICE Monitor, NICE Query,
NICE Administrator, or NICE Supervision application.
NOTE
You can also change your password in the NICE Query, NICE Administrator, or
NICE Supervision application.
128
6
Monitoring Agents
IMPORTANT
In a Loggers-only environment, you will see only the Channels list. The Agents
list and all Agent-related actions do not exist. You must have a NiceCLS Server
to access Agents.
NICE Monitor enables you to monitor the activity of agents in real time from the NICE Monitor
window.
This chapter deals with the different aspects of working with the Agents window and monitoring
agents.
Contents
Working with the Agent List ...........................................................................130
Creating the Agent List................................................................................130
Printing the Agent List .................................................................................131
Starting Agent Monitoring ..............................................................................132
Modifying the Volume..................................................................................133
Stopping Agent Monitoring and Recording ..................................................134
Chapter 6: Monitoring Agents
129
Working with the Agent List
The Agent List displays the agents and groups of agents the user can monitor. Data columns in the
Agent list show information on these agents, such as agent name, extension number, agent ID, start
and end time of the call, etc.
NOTE
Data columns can be added to, and removed from the main window. For more
information on customizing data columns, see Customizing NICE Monitor
on page 167.
Creating the Agent List
The first time that you use NICE Monitor, you need to create a list of the agents you want to
monitor based on the privileges assigned to you by the System Administrator.
Only agents that are defined for that user in the NICE Administrator application may be added to
this list.
NOTE
For more information on defining agents and agent privileges, see the NICE
Administrator’s Manual.
To add or remove agents from the list:
1.
In the View menu in the NICE Monitor window (Agents View), select Agents.
The Show agents window appears.
Figure 6-1
NOTE
Show Agents Window
If your site has Multiple NiceCLS Servers, then only those agents who are located
on the NiceCLS Server that you selected, appear in the Available agents list. To
connect to a different NiceCLS Server, see Changing the Default NiceCLS Server
on page 172.
130
2.
To add an agent or a group of agents to the Agent list, in the Available agents list, select the
agent or group you want to display, and click Add.
The agents and groups of agents you selected are added to the Show these agents list.
To remove an agent or a group of agents from the Monitor window, in the Show these
agents list, select the agents or groups of agents you want remove, and click Remove.
The agents and groups of agents you selected are moved to the Available agents list.
3.
When you are finished specifying the information you want, click OK.
The Monitor window is updated to reflect the changes you made.
NOTE
Groups of agents are defined using the NICE Administrator application. For more
information, see the NICE Administrator’s Manual.
Printing the Agent List
The agent list that appears in the main window can be printed. The print-out will include the list of
agents and the status information for each agent.
To print the agent list in the Monitor window:
1.
The Print window appears.
2.
Specify the information you want to print, and click OK.
To view a preview of the agent list printout:
1.
2.
131
Starting Agent Monitoring
Before you begin monitoring an agent, ensure that the audio output type is the one you want to use.
The current output type selected appears in the status bar. To change the selected audio output
device, see Selecting the Audio Output Device on page 68.
NOTE
To monitor screens as well as audio:
•
The requested media selection must include screen data.
The current selection for requested media can be seen in the icon on the Agents
list status bar. See Figure 5-5 on page 123. To change the requested media, see
Changing the Requested Media on page 173.
•
The agent being recorded must have NICE ScreenAgent installed on the
workstation.
To start monitoring an agent:
1.
In the Monitor window Agent list, scroll to the agent that you want to monitor.
NOTE
If your site has Multiple NiceCLS Servers, then only those agents who are located
on the NiceCLS Server that you selected, appear in the Agent list. To connect to
different NiceCLS Server, see Changing the Default NiceCLS Server on page 172.
2.
If the Inactive icon
appears for the agent you selected in the Call Status column, no call
is in progress. If the Active icon
appears, a call is in progress.
3.
When a call is in progress for the agent you selected, click the row for that agent and then
click the Monitor icon in the tool bar.
-or-
In the Agent menu, choose Monitor.
-or-
Right-click the row of the agent you want to monitor. In the pop-up menu, choose Monitor.
The Monitoring icon appears in the Monitor Status column
as follows:
for the agent you selected
Voice only
Screen only
Voice and Screen
If your default output device is a telephone extension, the Dial Information window appears.
132
Figure 6-2
4.
Dial Information Window
Dial the extension number that appears in the window, and click OK.
The call for the agent you selected is heard through the selected output device.
• When the default output type is Local, the Status bar indicates that monitoring is taking
place and the following occurs:
NOTE
•
Before the monitoring begins, there may be a time lapse of a few seconds, when a
Buffering message appears in the Status Bar. During monitoring, this same message
may reappear if the connection is not optimal.
•
During monitoring, the Play option becomes disabled.
If you do not hear or see the voice or screen data, they might be recording on a Logger
for which you do not have proper access. See your System Administrator.
Modifying the Volume
To modify the volume:
1.
During monitoring, right-click the volume icon
Monitor window.
in the Status Bar of the NICE
The Volume window appears.
Figure 6-3
Volume Window
2.
Modify the volume by moving the slider up or down
to the desired level.
NOTE
Marking the AGC checkbox in the Volume
window increases the quality of playback audio
by averaging the volume of recorded audio that
is being played back.
133
Stopping Agent Monitoring and Recording
Stopping Agent Monitoring and Recording
To stop monitoring or recording an agent:
1.
Select an agent from the Agent list.
2.
Click the Stop button in the tool bar.
-or-
In the Agent menu, choose Stop.
Audio monitoring stops, the Agent Screen Activity window closes (if it was open), and in the
Monitor Status column
IMPORTANT
, the Monitoring icon disappears.
If you have privileges to stop recording, and click the Stop button when
both monitoring and recording is occurring, the Stop confirmation window
appears.
•
Select the option you want and click OK.
134
7
Monitoring Channels
NICE Monitor enables you to monitor the activity of audio channels in real time, from the NICE
Monitor window.
NOTE
Screens cannot be monitored when monitoring channels.
This chapter deals with the different aspects of working with the Channels window and monitoring
channels.
Contents
Working with the Channel List .......................................................................136
Refreshing the Channel List........................................................................136
Creating the Channel List............................................................................136
Printing the Channels List ...........................................................................138
Monitoring Audio Channels............................................................................139
Starting Audio Channel Monitoring..............................................................139
Stopping Channel Monitoring and Recording ..............................................141
Setting Up Audio Input Channels...................................................................142
Audio Input Channel Parameters ................................................................143
Chapter 7: Monitoring Channels
135
Working with the Channel List
The NICE Monitor window, Channels View, displays a list of the available channels in real time,
which the user can monitor, record and play back.
Figure 7-1
The NICE Monitor window - Channels View
Data columns in the Channel list show information on these channels, such as channel number, the
Logger to which the channel belongs, Long-term and Short-term statistics, etc.
Refreshing the Channel List
The Channel list generally maintains a real-time display of the available channels. An exception to
this situation can occur when a DOS Logger fails, or when a Logger is down when the Monitor
application is started. When these Loggers are started, the Channel list will not be updated
automatically, but must be refreshed in order to reflect the changes.
To refresh the channel list:
•
In the View menu of the NICE Monitor window (in Channels View), choose Refresh.
Creating the Channel List
The first time that you use NICE Monitor, you need to create a list of the channels you want to
monitor based on the privileges assigned to you by the System Administrator.
136
Only channels that are defined for that user in the NICE Administrator application may be added
to this list.
NOTE
For more information on defining channels and channel privileges, see the NICE
To add or remove channels from the list:
1.
In the View menu of the NICE Monitor window (in Channels View), choose Channels.
The Show Channels window appears.
Figure 7-2
2.
Show Channels Window
To add a channel to the Channel list, in the Available Channels list, select the channel you
want to display, and click Add.
The channels you selected are added to the Show these channels list.
3.
To remove a channel from the NICE Monitor window, in the Show these channels list,
select the channels you want remove, and click Remove.
The channels you selected are moved to the Available Channels list.
4.
The NICE Monitor window is updated to reflect the changes you made.
NOTE
To add or delete groups of channels from the list of available channels, see the
NICE Administrator’s Manual.
137
Printing the Channels List
The Channels list that appears in the main window can be printed. The print-out includes the list of
channels and the status information for each.
To print the channels list in the Monitor window:
1.
The Print window appears.
2.
Specify the printer options and click OK.
To view a preview of the channels list printout:
1.
2.
138
Monitoring Audio Channels
Before you begin monitoring an audio channel, ensure that the audio output type is the one you
want to use. The current output type selected appears in the status bar. To change the selected
audio output device, see Selecting the Audio Output Device on page 68.
NOTE
•
On each workstation, only one channel may be monitored at a time.
•
If the selected output is Local, the channel must be recording before you begin
monitoring. A message appears letting you know that recording must be started.
Starting Audio Channel Monitoring
To start monitoring an audio channel:
1.
In the Channel List, select the channel you want to monitor and click the Monitor icon in the
tool bar.
-or-
In the Channel menu, choose Start Monitoring.
appears in the Monitor Status column
The Monitoring icon
selected. The output is heard on your default output type as follows:
for the channel you
• Speaker
The call is heard on the Logger’s speakers you selected.
• Local
The call is heard on your workstation’s speakers.
The Status bar indicates that monitoring is taking place and the
following occurs:
•
Before the monitoring begins, there may be a time lapse of a few
seconds, when the message Buffering appears in the Status Bar.
During monitoring, this same message may reappear if the
connection is not optimal.
•
During monitoring, the Play option becomes disabled.
139
• Telephone
a. The Information window appears.
Extension
Figure 7-3
Information Window
b. Dial the extension number and click OK.
c. The call for the channel you selected is heard through the phone
set.
NOTE
2.
For more information about the default output type see Selecting the Audio Output
Device on page 68.
You can modify the volume level while monitoring from the NICE Monitor window. For
more information, see Modifying the Volume on page 133.
NOTE
If you do not hear or see the voice or screen data, they might be recording on a Logger
for which you do not have proper access. See your System Administrator.
140
Stopping Channel Monitoring and Recording
Stopping Channel Monitoring and Recording
To stop monitoring or recording a channel:
1.
In the Channel list, select a channel to stop monitoring or recording.
2.
Click the Stop icon in the tool bar.
-or-
In the Channel menu, choose Stop.
Audio monitoring stops and in the Monitor Status column
disappears.
IMPORTANT
, the Monitoring icon
If you have privileges to stop recording and click the Stop button when
both monitoring and recording is occurring, the Stop confirmation window
appears.
•
141
Setting Up Audio Input Channels
Audio input sources (for example, telephone extensions) provide audio to input channels in the
NiceLog Logger. Each input channel handles a single audio source. Input sources are physically
connected to input channels on an audio input board in the Logger so that each recording in the
Logger contains only audio recorded from a single source.
In NICE Monitor, you can configure the optimal recording parameters for each input channel.
NOTE
Before you set up input channels, you should know which audio source is physically
connected to which input channel in the Logger. This information is defined in the
NiceCLS Server.
In addition, you must have privileges to set up input channels. For more information
about agent privileges, see the NICE Administrator’s Manual.
To set up the parameters for audio input channels in the connected Logger:
1.
In the NICE Monitor window, in the Channels Group, expand the Channels folder.
The Channels list window displays the configured channels.
2.
Click the Setup button on the Toolbar
-or-
In the Channels menu, choose Setup.
The Setup Audio Input Channel window appears.
Figure 7-4
Setup Audio Input Channel Window - Audio Activity tab
142
The connected Logger’s name appears in the title bar of the Setup Audio Input Channel
window, and the settings in the window affect only the selected input channel.
NOTE
3.
You cannot adjust the Detector Type parameter while the channel is being
recorded. To adjust this parameter, stop recording and then open the Setup Audio
Input Channel window. For more information, see Recording Audio Channels
on page 162.
Change one or more of the input channel parameters, and click OK.
The input channel parameters are described in the following section.
Audio Input Channel Parameters
The fields and parameters described in the following sections are used to customize how audio is
recorded on audio input channels on the connected Logger(s) so that they meet the unique
recording needs of your site. The procedures included in the following sections can be performed
individually for each audio input channel, or via a single operation for all audio input channels in a
Logger.
Channel Information
The following information appears in the Setup Audio Input Channel window. See Figure 7-4
on page 142.
Name
The name assigned to the Input Channel by the System Administrator. If a name has not been
assigned to a channel, the logger and channel number appear in this field.
Channel Type
Indicates whether the selected audio input channel is configured for an analog or digital input
source.
Description
Describes the physical attributes of the audio input channel (board and channel number for analog
channels; trunk name and time slot number for digital channels). This information is relevant only
when you are setting up a single audio input channel.
Audio Activity Information
The parameters described in the following sections appear when the Audio Activity tab is active in
the Setup Audio Input Channel window. See Figure 7-4 on page 142.
143
Activity Detector
In the Audio Activity tab, the Activity Detector for each configured input channel on a Logger
can be set according to defined parameters by which, audio on a specific channel should be
considered active audio, and can be recorded. When activity detection is enabled for an audio input
channel, the channel starts recording only when audio that is considered active by the Activity
Detector is recognized.
By recording only active audio, and not the periods of silence between active segments, you save
space on the Logger’s hard drive and archiving media. Activity detection also enables efficient
playback of audio, so that silent segments can be skipped (compressed) during playback.
Only an authorized NiceLog System user can verify whether or not there is activity on a listed
audio input channel (i.e., if the channel is currently receiving active audio).
Setting up activity detection for the selected audio input channel(s) consists of performing the
following steps:
•
Selecting the detector type for the channel.
•
Setting the activity detection threshold for the channel.
To select an activity detection type for the selected audio input channel(s):
•
In the Audio Activity tab of the Setup Audio Input Channel window, in the Activity
Detector area, select one of the options in the Detector Type drop-down list for the selected
audio input channel(s).
NOTE
An audio input channel’s Detector Type cannot be changed while the audio input
channel is recording.
Depending on how the Logger is configured, one or more of the following types of activity
detectors appear in the Detector Type drop-down list:
LEVEL
Based on average volume of the audio signal on the input channel. This
type of detector is supported in all system configurations and is
recommended for telephone inputs. The ENERGY DETECTOR, however,
cannot differentiate between line noise and voice signals with the same
level.
VOX
(Optional)
Recognizes the characteristics of human voice, and rejects all other input
audio so that only human voice is considered active.
NONE
Disables Activity Detection for the selected audio input channel(s).
An activity detection threshold must be specified for the VOX detector type. This threshold
determines which audio is considered active on the audio input channel based on the input
volume of the audio relative to the threshold.
IMPORTANT
Setting this threshold must be done with great care, since it is critical to
system performance and reliability.
144
•
A threshold level which is too low might cause silent audio segments to be recognized as
active. In this case, disk space is wasted, and silence compression during playback will
not function.
•
A threshold level which is too high may cause active segments to be considered as silent.
Since silent segments are not recorded to the Logger’s hard disk when activity detection
is enabled, important audio data could be lost.
The following are the recommended activity detector threshold values:
•
For VOX (either a standard, HF or VHF detector), the recommended threshold is 39.
•
For ENERGY DETECTOR you can use the following table as a guideline.
Threshold
0
10
20
30
40
50
60
70
80
90
100
Vrms
(milliVolts)
0.07
0.2
0.5
1.5
4.1
11.5
32.5
91
250
720
2010
TIP
It is also recommended that you perform a trial-and-error procedure to determine
the optimal threshold for the selected input channel(s). This procedure is
described below.
To set an Activity Detector threshold level:
•
In the Activity Detector area of the Setup Audio Input Channel window, drag the
Threshold slider right (higher) or left (lower).
The new threshold takes effect when you click OK at the bottom of the window.
To determine the optimal activity detection threshold for the selected audio input
channel:
1.
In the Setup Audio Input Channel window set the Activity Detector threshold level to 39 (this
is the default).
How to set a threshold is described above.
2.
Click OK at the bottom of the window.
The Setup Audio Input Channel window closes and all of your changes to the setup of the
selected audio input channel(s) are saved.
3.
Verify that there is audio being sent to the audio input channel, and then monitor the input
channel so that you can hear when audio is received by the channel.
If you are setting the threshold for multiple audio input channels with similar input sources,
monitor one of the audio input channels, and then continue the remainder of this procedure
using only that audio input channel.
4.
Listen for audio on the selected audio output device.
145
•
If you do not hear any audio on the audio output device while audio is being received by
the audio input channel, set the activity detection threshold slightly lower (e.g., -5).
•
If audio is not being received by the audio input channel (i.e., you hear only line noise),
set the activity detection threshold slightly higher (e.g., + 5) to see if the current setting is
permitting too much audio to qualify as active.
5.
Continue monitoring the audio input channel until you are satisfied with the threshold level.
6.
Set the activity detection threshold to the same value for the other channels with similar input
sources.
7.
For long-term verification of the accuracy of an audio input channel’s activity detection,
check the channel’s activity statistics from time to time.
Activity Statistics
The NiceLog System enables you to configure an audio input channel so that only a certain
amount of its activity (i.e., audio that is considered active by the Activity Detector), is recorded on
the channel.
If the activity detected on any audio input channel in a configured Logger is outside the specified
maximum or minimum activity limits, and the Alarm is enabled, an alarm can be activated.
In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity tab,
you can specify the Maximum and Minimum activity limits for each audio input channel on a
Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.
To set up the Activity Statistics parameters, and the Activity Statistics alarm for an
audio input channel:
1.
In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio
Activity tab for the selected audio input channel(s) mark the Alarm enable checkbox to
enable the Activity Statistics alarm.
2.
Set the Maximum and Minimum activity limits for the selected audio input channel(s) by
specifying values for the following parameters:
• Max. activity rate (%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate measures
detected activity, according to the specified activity detection parameters, versus time. The
activity rate is the percentage of time that the channel is active. Normally this rate is 99%.
This ensures that the Activity Statistics alarm for the channel will be activated only if active
audio is detected 100% of the time during the Maximum activity rate period. Adjust this value
if you want to be alerted when activity on the channel exceeds a different rate.
IMPORTANT
Maximum activity rate statistics are displayed under the Short Term data
column in the NICE Monitor window.
146
• Max. rate period (hrs)
The reference period (1 to 72 hours) for the maximum rate check. If, during the specified
period, the activity rate on the selected audio input channel is above the maximum rate, the
Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (e.g.,
one hour).
• Min. activity rate (%)
The minimum activity rate (1% to 99%) allowed for the channel. The activity rate measures
detected activity, according to the specified activity detection parameters, versus time. The
activity rate is the percentage of time that the channel is active. Normally, this rate is 0.1%.
This ensures that the Activity Statistics alarm for the channel will not be activated unless no
activity at all is detected during the Minimum activity rate period. Adjust this value, if you
want to be alerted when activity on the channel is lower that a different rate.
IMPORTANT
Minimum activity rate statistics are displayed under the Long Term data
column in the NICE Monitor window.
• Min. rate period (hrs)
The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that
period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated
(if enabled). Normally, a longer period is appropriate (e.g. 72 hours).
EXAMPLE: For an audio input channel whose Activity Statistics alarm is enabled, if you specify
the Maximum activity rate as 85% and the Maximum rate period as 2 hours, and the Activity
Detector detects that the channel is active 90% of the time during a two-hour period, the Activity
Statistics alarm will be activated.
Audio Parameters Information
The parameters described in the following sections appear when you click the Audio Params tab in
the Setup Audio Input Channel window shown in Figure 7-5 on page 148.
147
Figure 7-5
Setup Audio Input Channel window - Audio Params Tab
Segments Creation
NOTE
Recorded audio is listed and played as audio segments, according to the following
parameters, only in the NICE Query application.
Specifies the method(s) for defining the “start” and “stop” times for recording audio segments for
the input channel(s) selected. See Figure 7-5. The two options available are:
On/Off Hook
Audio segments are separated by the beginning and ending of conversations
that are detected using on/off hook signal information. This option is not
available at all sites.
Activity
Audio segments are defined by the level of activity on the telephone line. For
more information, see Activity Detector on page 144.
148
Compression
Set the compression rate at which audio on the audio input channel(s) is recorded. See Figure 7-5.
The following compression rates are available in the drop-down list:
Compression Rates
G729A
8:1 Compression
8.0 Kbits/sec
ADPCM 16
4:1 Compression
16 Kbits/sec
ADPCM 32
2:1 Compression
32 Kbits/sec
PCM
No Compression
64 Kbits/sec
PCM MU LAW
No Compression
64 Kbits/sec
PCM A-LAW
No Compression
64 Kbits/sec
A higher compression rate (i.e. 4:1 is higher than 2:1) records less digital audio data per second to
the NiceLog Logger’s hard disk. This translates into lower disk and archive media usage, but
reduces audio quality.
However, since audio quality degradation is insignificant for most audio sources, and more disk
space can mean better efficiency, ADPCM compression (either 16 or 32) should be selected
whenever possible.
Warning Tones
NOTE
This option is not available at all sites. Contact NICE for details.
Mark the Enable warning tones checkbox if beep tones must be sounded on the audio input
channel during a telephone conversation to warn the other party that the conversation is being
recorded. See Figure 7-5 on page 148.
Input Level Control
NOTE
This option is not available at all sites. Contact NICE for details.
You can manually specify an audio channel’s input level (gain) on a scale from 0 to 25.5 dB or
have it maintained automatically by the Logger using Automatic Gain Control (AGC). See
Figure 7-5 on page 148.
Input AGC averages the volume level of the signal on the audio input channel so that high and low
volume audio from the source are automatically recorded at the same volume level. For the best
audio quality, input AGC should be specified whenever possible.
If you decide to manually specify a channel’s input level, take care to test recorded audio by
playing a recording after setting the input level. An input level that is set too low causes the input
audio to be recorded at a low volume, emphasizing the background noise. An input level that is set
149
too high causes the audio input circuitry to operate above its nominal limits (saturation), and the
recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the
activity detection process.
To enable input AGC for the selected audio input channel(s)
•
In the Setup Audio Input Channel window, in the Audio Params tab, in the Input level
control area, mark the Automatic Gain Control (AGC) checkbox.
To manually specify the input level for the selected audio input channel(s):
•
In the Setup Audio Input Channel window, in the Audio Params tab, in the Input level
control area, unmark the Automatic Gain Control (AGC) checkbox.
Using the mouse, move the slider right (higher) or left (lower).
150
8
Agent Recording and Playback
This section explains how agent calls are recorded and played back from the NICE Monitor
application and how you can use additional Business Data to facilitate the search of additional
information for a recorded call.
IMPORTANT
You must have a NiceCLS Server to have agent access. This chapter is not
relevant in a Loggers-only environment.
Contents
Recording Calls ...............................................................................................152
Recording a Call in Progress ......................................................................152
Recording the Next Call ..............................................................................153
Recording All Calls......................................................................................153
Stopping a Recording..................................................................................153
Business Data Options ...................................................................................155
Selecting the Fields to be Used ..................................................................155
Editing Call Details ......................................................................................156
Playing Back Calls...........................................................................................158
Modifying Playback Volume ........................................................................159
Releasing an Output Channel .....................................................................159
Chapter 8: Agent Recording and Playback
151
Recording Calls
Recording Calls
In NICE Monitor, you can use Recording On Demand to record a call in progress, record the next
call, or record all calls.
NOTE
To record or play back screens as well as audio:
•
•
workstation.
Only the types of media output device you select will be recorded when you activate Record
Current Call, Record Next Call , or Record All Calls in the Monitor window.
When recording a call, a recording icon
IMPORTANT
appears in the Recording Media column.
Closing the NICE Monitor application stops all recordings.
Recording a Call in Progress
To record a call in progress:
1.
In the NICE Monitor window, select the agent that you want to record.
NOTE
2.
In a situation where one agent has more than one call at the same time, each call
is represented on a different row in the Agent List window.
Click the Record icon in the toolbar. From the submenu, choose Record Current Call.
-or-
In the Agent menu, choose Record Current Call.
-or-
Right-click the agent whose calls you want to record. In the submenu, choose Record
Current Call.
The call in progress for the agent you selected is recorded, and a Recording icon
in the Record column
NOTE
appears
.
When the Recording icon is grayed, a recording was already recorded, and you
can play it back. If the icon is not grayed, the call in progress is still being
recorded.
152
Recording Calls
Recording the Next Call
To record the next call:
1.
In the NICE Monitor window, select the agent that you want to record.
2.
Click the Record icon in the toolbar, and select Record Next.
-or-
In the Agent menu, select Record, Record Next.
-or-
Right-click the agent whose calls you want to record. In the submenu, choose Record Next
Call.
The next call in progress for the agent you selected will be recorded, and a Recording icon
appears in the Record column
.
Recording All Calls
This operation enables you to record all the future calls of the agent you select.
To record all calls:
1.
In the NICE Monitor window, select the agent whose calls you want to record.
2.
Click the Record icon in the toolbar and select All Calls from the sub-menu.
-or-
In the Agent menu, select Record, All Calls.
-or-
Right-click the agent you want to record. In the submenu, choose Record All Calls.
All the calls of that agent will be recorded, and a Recording icon
column
appears in the Record
.
Stopping a Recording
NOTE
You can only stop a Record Current Call, Record Next Call, or Record All Calls
operation that you yourself requested.
153
Recording Calls
To stop recording:
1.
In the NICE Monitor window, select the agent for which you want to stop the recording.
2.
Click the Stop button in the toolbar.
-or-
In the Agent menu, choose Stop Record. If you are both monitoring and recording at the
same time, a confirmation window appears.
Figure 8-1
Stop Recording/Monitoring Confirmation Window
Recording stops.
154
Business Data Options
NOTE
This is an optional feature, and is not available in all configurations.
By adding business data to an agent’s call’s details, it can be easier to locate specific calls using the
query tools in the NICE Query application. Business data can be a credit card number, transaction
information, or any field defined specifically for this purpose.
Business Data can be added to calls in progress from the NICE Monitor application, or to
previously recorded calls.
You can choose additional Business Data fields from a predefined list. These fields appear as
columns in the NICE Monitor window. This makes it convenient to access the call details and
review or edit them.
NOTE
Only users with privileges to change call details have access to Business Data.
Selecting the Fields to be Used
The Setup Business Data window enables you to select from a list of previously defined fields, the
information that should appear in the Business Data window.
NOTE
Fields are defined in the Database setup of the NiceCLS Server. The number of fields
available depends on the architecture of the system.
To set up Business Data updates:
1.
In the System menu, choose Options, and then choose Setup Business Data.
The Setup Business Data window appears.
Figure 8-2
The Setup Business Data Window
155
2.
Mark the checkbox for the fields that you want to appear in the Business Data window.
NOTE
Up to 5 fields can be selected at one time, although there might be more than 5
fields listed on the Setup Business Data window.
3.
You can move the fields up/down the list according to the order you want them to appear on
the Business Data window by selecting the name of the field and then clicking the Move Up
or Move Down buttons.
4.
Mark the Pop-up Business Data window on detection of recorded call checkbox at the
bottom of the Setup Business Data window if you want the Business Data window to
automatically pop up when a relevant call (i.e., for the user that is logged in) is detected and is
being recorded.
Once the Business Data window automatically pops up, you can fill in the information you
want for that call. If another call for you is detected, a new Business Data window will not
pop-up until you close the previous window.
NOTE
5.
When the Pop-up on automatic detection option is enabled, make sure you
close the Business Data window as soon as you finish filling in the information.
Click OK.
Editing Call Details
To edit call details:
1.
Choose the Edit option in the Agent menu.
-or-
Right-click the row for the call whose details you want to update, and from the submenu,
choose Edit.
-or-
Click the Edit button in the Toolbar.
The Business Data window appears for the selected call.
156
Figure 8-3
Business Data Window
2.
Fill in the information for the fields that appear. Some fields require numerical data, while
others require text.
3.
Click OK.
157
Playing Back Calls
Playing Back Calls
In NICE Monitor, you can play back the last call recorded on demand by a selective recording
program or quality management recording schedule, and any call in Total Recording installations.
NOTE
For more information about quality management recording schedules see the
NiceUniverse User’s Manual.
In systems where not all calls are being recorded, calls available for playback are indicated in the
Monitor window by Recording icons
NOTE
in the Record column
.
To record or play back screens as well as audio:
•
•
workstation.
To play back a call:
1.
In the NICE Monitor window, select the agent whose call you want to play back.
NOTE
2.
If you select multiple agents, playback will start for the topmost agent on the list.
Click the Play button in the toolbar.
-or-
In the Agent menu, choose Play.
The NiceLog Playback window appears.
Figure 8-4
NiceLog Playback Window
158
Playing Back Calls
The Audio will be heard through the output medium you selected. To change the default
output media type, see Selecting the Audio Output Device on page 68.
NOTE
If your default output device is the telephone extension, the Dial window appears
indicating the extension to dial. Dial the extension that appears in the Dial window,
and click OK.
For a detailed description of the NiceLog Playback window, see The Playback Window
on page 71.
Modifying Playback Volume
To set the volume for playback:
•
You can modify the volume in the Playback window.
-or-
During playback, right-click the volume icon in the status bar of the NICE Monitor window.
Figure 8-5
Volume Window
Modify the volume by moving the slider up or down to the desired level.
Checking the Automatic Gain Control (AGC) checkbox in the Volume window increases the
quality of playback audio by averaging the volume of recorded audio that is being played
back.
When you play back a call, NICE Monitor routes the audio to the selected output device, and
“prevents” your default output device from playing back new audio until the Playback window is
closed, and until 100 seconds have elapsed since playback was activated.
NOTE
This applies to all output devices except for speakers.
To avoid waiting, NICE Monitor enables the you to release an output channel and immediately
make it available for playback.
159
Playing Back Calls
To release an output channel:
1.
Click the call that is using the channel you want to release.
2.
In the System menu, choose Options, then Release output channel. You can now play
back audio on your default output device.
160
9
Channel Recording and Playback
This section explains how audio from a channel is recorded and played back from within NICE
Monitor.
Contents
Recording Audio Channels.............................................................................162
Recording a Channel ..................................................................................162
Stopping a Recording..................................................................................162
Enabling and Disabling Recording ..............................................................163
Playback of Audio ...........................................................................................164
Finding Audio ..............................................................................................164
Playing Back a Call .....................................................................................165
Chapter 9: Channel Recording and Playback
161
Recording Audio Channels
!
WARNING
In NiceLog systems with NiceCLS, recording audio in channels from the NICE Monitor window
should be done with great caution and by authorized personnel only. NiceCLS controls recordings
in a manner that might be disrupted by manually controlling channel recording.
Recording a Channel
To record a channel:
1.
In the Monitor window, select the channel that you want to record.
2.
Click the Record button in the tool bar.
-or-
Right-click the channel you want to record and from the submenu, choose Record.
-or-
In the Channel menu, choose Record.
The channel you selected is recorded, and a Recording icon
column
appears in the Record
.
Stopping a Recording
To stop recording:
1.
In the Monitor window, select the channel for which you want to stop the recording.
2.
Click the Stop button in the tool bar.
-or-
Right-click the channel you want to stop recording and from the submenu, choose Stop.
-or-
In the Channel menu, choose Stop Record.
162
IMPORTANT
If you click the Stop button when both monitoring and recording is
occurring, the Stop confirmation window appears.
•
Mark one of the options and click OK.
Recording stops for the channel that you selected, unless another user requested to record this
channel.
Enabling and Disabling Recording
NICE Monitor allows you to enable or disable the option of recording for a specific channel or
group of channels in the NICE Monitor window. Enabling recording on a channel automatically
starts the recording process on that channel.
NOTE
This option is only available if the user has privileges to enable and disable recording.
For more information, see NICE Administrator’s Manual.
To enable recording:
1.
Click the channel that you want to enable.
2.
In the Channel menu, choose Enable Recording.
NOTE
This option is gray when Enable Recording is enabled.
To disable recording:
1.
Click the row for the channel that you want to disable.
2.
In the Channel menu, choose Disable Recording.
NOTE
The Disable Recording option will appear gray if recording is already disabled and
only Enable Recording will be active.
163
Playback of Audio
Playback of Audio
In NICE Monitor you can play back audio according to the criteria you supply. To play back the
last recorded session in a channel, see Playing Back a Call on page 165. If you want to find a
specific session, see Finding Audio on page 164.
Calls available for playback are indicated in the Monitor window by Recording icons in the
Record column
. If the Recording icon in the Record column appears grayed, recording has
finished and the audio is ready for playback.
Finding Audio
To find audio:
1.
Click the channel for which you want to find audio.
2.
Click the Play button in the tool bar. In the submenu, choose Find Audio.
-or-
Right-click the channel and from the submenu, choose Play, then Find Audio.
-or-
In the Channel menu, choose Play. In the submenu, choose Find Audio.
The Find Audio window appears.
Figure 9-1
NOTE
Find Audio Window
If you selected multiple channels, the Find Audio window first refers to the topmost
channel on your selection.
3.
In the From fields, select the date and time from which you want to begin your search.
4.
In the To fields, select the date and time for which you want to limit your search.
5.
Click OK.
164
Playback of Audio
Playing Back a Call
When you play back a call, voice and screens are played back.
To play back a call:
1.
In the NICE Monitor window, select the row for the channel you want to play back.
2.
Click the Play button in the tool bar. In the submenu, choose Play.
-or-
Right-click the channel you want to play back and from the submenu, choose Play, then Play
again.
-or-
In the Channel menu, choose Play, then Play again.
NOTE
If you select multiple channels, playback starts with the topmost channel on the
list.
The NiceLog Playback window appears.
Figure 9-2
NOTE
NiceLog Playback Window
For a detailed description of the NiceLog Playback window, see The Playback
Window on page 71.
The Audio can be heard through the medium you selected, i.e. local telephone extension or
speaker. To change the default output media type, see Selecting the Audio Output Device
on page 68.
NOTE
If your default output device is the telephone extension, the Dial window appears.
Dial the extension that appears in the window, and click OK.
If you closed the Dial window by mistake, you can release the channel and make it
available for playback immediately by choosing Release output channel in the
System menu. For more information, see Releasing an Output Channel
on page 159.
165
Playback of Audio
Modifying Playback Volume
To modify volume for playback:
•
During monitoring or playback, right-click the volume icon in the Status Bar of the NICE
Monitor window.
Figure 9-3
Volume Window
Modify the volume by moving the slider up or down to the desired level.
Marking the Automatic Gain Control (AGC) checkbox in the Volume window increases the
quality of playback audio by averaging the volume of recorded audio that is being played
back.
166
10
Customizing NICE Monitor
This chapter explains how you can customize the NICE Monitor application.
Contents
Displaying/Hiding Columns ............................................................................168
Using the Monitor Window in Compact View................................................170
Changing the Default NiceCLS Server...........................................................172
Changing the Requested Media .....................................................................173
Clearing Short Term and Long Term Statistics.............................................174
Viewing Logger Time.......................................................................................175
Viewing the System Resources......................................................................176
Enabling Confirmation of Operations............................................................177
Chapter 10: Customizing NICE Monitor
167
Displaying/Hiding Columns
NOTE
This option is only available in the Agents view. In a Loggers-only environment the
Agents view does not exist. You must have a NiceCLS Server to use the Agents view.
For the Agents view, you can select the columns you want to display in the NICE Monitor window,
and the order in which they appear.
To display or hide the columns in the NICE Monitor window:
1.
In the Agents view, in the View menu, choose Show/Hide Fields.
The Show Fields window appears.
Figure 10-1
2.
Show Fields Window
To add a column to the Monitor window, in the Available fields list, select the column you
want to display, and click Add.
The columns you selected are added to the Show these fields in this order list.
To remove a column from the NICE Monitor window, in the Show these fields in this
order list, select the columns you want to remove, and click Remove.
The columns you selected are moved to the Available Fields list.
3.
To change the column’s order of appearance, in the Show these fields in this order list,
select the column you want to move, and click Move Up or Move Down.
168
Columns appear in the NICE Monitor window, from left to right, in the order in which they
appear in the Show these fields in this order list.
4.
In the Keep the # left-most columns from scrolling option, specify the number of
columns, beginning with the first field on the left, that will always appear in the NICE
Monitor window, even when you scroll the window horizontally.
5.
The NICE Monitor window is updated to reflect the changes you made.
169
Using the Monitor Window in Compact View
NOTE
The NICE Monitor Window in Compact View is an optional feature, and is not included
in all NiceLog Systems. Contact your NICE representative for details.
The NICE Monitor window’s Compact View enables users to see activity information, call details
and recording details of their own calls or input channel in a single, compact window, in both
Agents and Channels views.
IMPORTANT
In Agents View, the Compact View window enables you to see your own calls
only.
The NICE Monitor window - Compact View is available in Channels View if your
Security privileges permit you to access just one channel. Otherwise, it is not
enabled. For more information on security privileges, see the NICE
To view the Monitor window in Compact View:
•
In the View menu, choose Compact View.
The Compact View window appears.
Figure 10-2
Compact View Window - Channels View
170
Figure 10-3
Compact View Window - Agents View
The same menus that appear in the NICE Monitor window are available in the Compact View, and
options like Recording, Playback, Setting Up Input Channels (Channels View only) and Editing
Call Details (Agents View only) are accessible on the Toolbar as well.
NOTE
Monitoring is not enabled in the NICE Monitor Window-Compact View.
In addition, agent login/monitoring activity (in Agents View) and Channel activity (Channels
View), is also displayed on the status bar of the window, as is volume level.
In the Compact View window-Agents View, you can also toggle between your own simultaneous
calls by using the arrows at the left-hand corner of the status bar.
171
Changing the Default NiceCLS Server
Changing the Default NiceCLS Server
In NiceLog Systems where there is more than one NiceCLS Server, the user can change the default
NiceCLS Server from within the NICE Monitor window.
NOTE
In a Loggers-only environment, there are no NiceCLS Servers.
To change the default NiceCLS Server:
1.
In the System menu, choose Communication, Select CLS.
The Select CLS Server window appears.
Figure 10-4
2.
Select CLS Server Window
Select the NiceCLS server you want to connect to, and click OK.
172
Changing the Requested Media
Changing the Requested Media
There are two types of media which can be recorded and monitored:
•
Voice
•
Screen
You can choose to record or monitor one or both.
To change the type of media recorded or monitored:
1.
In the System menu, choose Options, Requested Media
-or-
Right-click on the Media icon in the Status bar (see Figure 5-5 on page 123).
2.
Select one of the three choices:
• Voice and Screen
• Voice only
• Screen only
The icon on the NICE Monitor window Status bar will reflect the change as follows:
Voice and Screen
Voice only
Screen only
173
Clearing Short Term and Long Term Statistics
Clearing Short Term and Long Term Statistics
In the NICE Monitor window, the Short Term and Long Term Statistics columns display
information about the percentage of time that an Input channel was active during a specific period.
You can delete the Long Term/Short Term Statistics displayed about a specific channel from the
NICE Monitor window. This is useful when you want to observe the percentage of activity in a
channel beginning at a specific time.
NOTE
For more information about Long Term/Short Term Statistics in audio channels, see the
NICE Supervision User’s Manual.
To clear the Long Term/Short Term statistics columns:
1.
Click the row for the relevant channel.
2.
In the Channel menu, choose Clear Statistics. The Short Term/Long Term statistics for that
channel are cleared.
174
Viewing Logger Time
Viewing Logger Time
NICE Monitor enables the user to view the time marked by the Loggers’ clocks in real time.
To view the Loggers’ time:
1.
In the View menu in the NICE Monitor window (in Channels View), choose Loggers Time.
The Loggers Time window appears.
Figure 10-5
2.
Loggers Time Window
Click Refresh to view the latest information, or OK to close the window.
175
Viewing the System Resources
Viewing the System Resources
NiceCLS uses an intelligent Resource Management feature to allocate recording and monitoring
resources of the system to the various Recording Solutions run by the system.
NICE Monitor displays the current allocation of these system resources, thus enabling the System
Administrator to use other NICE applications to modify resource allocation and quotas.
NOTE
For more information about system resources and allotment, see the NICE
To view the System Resources:
•
Choose Resources in the View menu of the NICE Monitor window (in Agents View).
The System Resources window appears.
Figure 10-6
System Resources Window
176
Enabling Confirmation of Operations
Enabling Confirmation of Operations
NICE Monitor enables you to configure the confirmation of every operation you perform by
means of a confirmation window.
To enable the confirmation window:
•
In Channels View, choose Options from the System menu of the NICE Monitor window.
Choose Confirm operations from the submenu.
A confirmation window will appear to perform any operation in NICE Monitor until this
option is once again disabled.
To disable the confirmation window:
•
In the System menu, choose Options. Unmark Confirm operations from the submenu.
177
A
NICE Monitor Error Messages
Following is a list of the possible error messages that appear in the Error column of the Channel/
Agent List:
Error Code
Description
OK
Status OK
MFAS
Loss Of Multi-Frame Alignment Signal
LOS
Loss of Synchronization
NOS
No Signal
SESSION
Channel is recording a session right now
UBAL
Signal Unbalanced
SWF
No signaling capabilities
FER
Frame error
AIS
Alarm Indication Signal
RAI
Remote Alarm Indication
FLOS
Frame Loss
PRA
Problem on the other side of the line
LTA
Long Term Alarm
STA
Short Term Alarm
Appendix A:
179
Glossary
6DAT
DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for Automatic
Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus a single DAT deck
installed.
Activity Detector
Mechanism in the Logger that determines, based on user-defined parameters, when audio that should
be recorded (activity) is being received on an input channel.
Activity Rate
Measures detected activity, according to the specified activity detection parameters, versus time. An
activity rate of 50% means that the channel was active half of the time.
Activity
Refers to audio that causes an input channel to start recording. Activity is differentiated from silence by
the Activity Detector.
ADPCM
Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol. ADPCM 16
compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
AGC
Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the volume of
source audio as it is recorded. Output AGC increases the quality of playback audio by averaging the
volume of recorded audio that is playing back.
Agent
Agents are personnel in a call center that make or answer telephone calls.
Glossary
181
Agents View
NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT
Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be stored
for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm event
Any event that might occur in a supervised unit that causes the NICE Supervision Station to activate
an alarm.
Alarm
Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated on the
Logger, in the NiceLog workstation, and in the NICE Supervision Station.
ANI
Automatic Number Identification (Incoming calls). See CLI.
API
Application Programming Interface.
Archiving
Process of copying recorded audio files to DAT cassette for long-term storage.
Audio Segment
Specific term for a length of audio that is created when audio is recorded from a start time to a stop time
that are defined by parameters that are customized for your NiceLog System.
CDR
Call Details Reports.
Channel
A transmission path between two points. It is usually the smallest subdivision of a transmission system
by means of which a single type of communications service is provided. It is also referred to as a line.
Glossary
182
Channels Mode
NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI
Calling Line Identity. See ANI.
Client
A computer which accesses files or other services from a second computer called a server. Some
processing may take place on the client machine but generally the server handles most of the
information processing.
CLS
Call Logging System.
Coldstart Logger
To restart the NiceLog Logger and delete its stored audio.
Connected Logger
The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the NiceLog
Workstation application.
CTI
Computer Telephony Integration. CTI is a term used for connecting a computer (single workstation or file
server) on a local area network (LAN) to a telephone switch (usually a PBX or ACD) for the purpose of
adding enhanced routing.
Typically it means the exchange of information between the telephony system and the host computer for
smart handling of call routing.
DAT cassette
Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be stored for
long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT cassettes store up to
12 GB.
Glossary
183
DAT deck
Drive mechanism in the Logger used for archiving and retrieval of recorded audio to DAT cassettes. A
Logger can be equipped with either one or two DAT decks.
DAT Mirroring
Optional feature which performs archiving of the same recorded audio to two DAT cassettes
concurrently.
DCF77
The DCF77 board is an optional CCA installed in the NICE Supervision Station to receive code from an
external DCF77 system in Western Europe.
DDI
Direct Dialing in Number
DID
Direct Inward Dialing
DNIS
Dialed Number Identification Service. Destination telephone number dialed by the incoming caller. An
example is the last digits of a 1-800 telephone number.
DTMF Recording on Demand
An option that enables you to control recording on your personal extension by entering pre-defined
codes using your TouchTone telephone.
DTMF (Dual-Tone Multi-Frequency)
Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be recorded with
audio on the NiceLog Logger.
Energy Detector
Type of Activity Detector based on average volume of the audio signal on the input channel.
Glossary
184
Free Seating
Free seating allows the agent to sit at different location with a different extension at each work session.
G729A
Advanced Compression Algorithm. Optional audio compression rate, implemented with the UDA CCA.
Hard disk
Magnetic storage medium used for short-term storage of recorded audio in the Logger. When recordings
are stored on the Logger’s hard disk, they are available for immediate playback.
Input Channel
Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card
Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform playback.
Required to play audio through the PC speaker via the LAN.
Logger
NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by the
NiceLog workstation applications, the Logger performs audio recording, playback, retrieval, archiving,
and other operations.
Magneto Optical disk (MO)
Storage device that uses a laser to store information on a magnetic surface.
Maximum activity rate
Percentage of audio activity detected on the input channel during the specified time period (typically 1
hour).
Media Label Printer
Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for archiving
media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital Voice Logging
System.
Glossary
185
Media Library
Optional feature which keeps track of the DAT cassettes or other archiving media, and controls the
Media Label Printer.
Minimum activity rate
Percentage of audio activity detected on the input channel during the specified time period (typically 72
hours.)
Monitoring
Listening to audio as it is being received by an input channel in a Logger.
NICE Administrator application
Software application supplied with the NiceLog Digital Voice Logging System. Used only by the NiceLog
System Administrator to define NiceLog user IDs and configure Loggers.
NICE Query application
Windows-based software application that enables NiceLog users to quickly find, retrieve and play audio
segments that are stored on any Logger or archiving media created in the NiceLog System.
NICE Supervision application
Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise
system-wide Logger events in multi-Logger NiceLog Systems.
NICE Supervision Station
PC that runs the NICE Supervision application.
NiceLog Digital Voice Logging System
System used for the recording, playback, and archiving of audio from multiple sources. Comprised of
one or more Loggers, and control software.
NiceLog System Administrator
NiceLog user defined automatically when the NiceLog workstation software is installed. The NiceLog
System Administrator has full access to all Loggers, channels, and NiceLog applications. The only user
who can login to the NICE Administrator application.
Glossary
186
Output channel
Physical output on the Logger to which an audio output device is attached to enable playback of
recorded audio and monitoring of audio as it is received by the Logger.
Output device
Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to an output
channel on the Logger. Audio from playback or monitoring is reproduced through the output device
connected to the selected output channel.
PCM
A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback
Reproduction of recorded audio on an output device.
Position
Logical grouping of multiple input channels which represents the input devices (e.g., headset, handsets)
that are physically located at a single seat or position. Input channels can be displayed grouped in
positions in the NICE Query application.
Pre-defined Selective Recording
An option that enables you to sum multiple devices to one input channel of a Logger.
Random Monitoring
NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for quality
assurance.
Recording on Demand
An option that enables you to click on an icon in the Recording on Demand window in order to stop and
start recording for your own extension.
Glossary
187
Recording
•
The process of storing audio from an audio source (i.e., a telephone or radio) on the hard disk of a
Logger.
•
A unit of recorded audio. The audio that is recorded on a single input channel between the time
the recording process is started on the channel and the time it is stopped.
Reproducer
PC in which one or two archival decks are installed to enable retrieval of archived audio from archiving
media to a NiceLog Logger. A Reproducer PC with two DAT decks can also be used for DAT cassette
duplication.
Retrieval
The process of copying archived audio from archival media to the hard disk of the connected Logger, for
the purpose of playback.
RTS (Remote Tape Server)
A server containing DAT drives operating remotely with a Logger over a dedicated Fast Ethernet LAN.
Self-Test
BIT (Built-In Test) performed periodically by each Logger to check the status of its various hardware
components and software operations.
SNMP
TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.
Supervised unit
Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE Supervision
window.
Supervisor
Person in charge of administrating NICE Supervision.
sysadm
User ID of the NiceLog System Administrator.
Glossary
188
Threshold
The maximum level of noise in the channel before it is considered Active. The default value is 39.
Transcription
An option that enables you to open a Word document and to control playback while transcribing a
recording.
Trunk Side
Trunk side connections connect the system to other switching systems.
Trunk
A communications line between two switching systems. A tie trunk connects PABXs. Central Office
trunks connect a PABX to the switching system at the central office.
UDA (Universal DSP Array)
A card which enables high-audio compression rates. See G729A.
VOX
An optional type of Activity Detector that recognizes the characteristics of human speech in input signals
and rejects noise.
Glossary
189
Index
A
C
saving 89, 99
sending via email 103
storing 99
changed headings, new text 143
Changing
NiceCLS Server 172
Channel list 123, 136
Channels
adding or removing 137
monitoring 139
refreshing 136
view 122
Columns
customizing the Monitor window 168
customizing the Query window 106
Comment
editing 110
Compact View
NICE Monitor window 170
components 23
Compression rates 149
Confirmation
disabling 177
enabling 177
of operations 177
Connecting to the NiceCLS Server 127
Creating
agent list 130
Customizing
Playback window 81
the Monitor window 168
the Query window 106
Active view 34
Activity detector 144
Activity statistics
alarm 146
Max. activity rate 146
Min. activity rate 147
AGC playback option 82
Agent list 123
creating 130
Agents
playing calls 158
recording 151
view 122
Announcing time 74
AUD files 99
Audio
finding in the Monitor window 164
finding in the Query window 63
playback 164
Audio channels
activity detector 144
setting up 142
Audio output devices 68
Automatic Gain Control (AGC)
enabling 150
input level 149
volume control 159, 166
AVI files 99
Calls
creating shortcuts 105
customizing list 106
finding 89
finding in the Query window 91
locating 89, 92
managing 89
removing from a folder 111
renaming 109
retrieving 89
D
Data source 119
Deleting a query 50
Description
editing a call 108
Dial window 133
Dual password playback 85
Index
191
E
F
G
H
I
Editing a query
agents 54
channels 56
details 57
expressions 60
general conditions 52
search criteria 52
user-defined columns 59
Emailing calls 103
Enhanced playback options 81
Error messages 179
Excel files 35
Executing a saved query 43
NICE Query window
login 21
Toobar 20
Long term statistics
clearing 174
Loop recordings 80
M Machine data source
Group List 123
Handling calls 89
HTML files 35
Legend 27, 126
Lists in the NICE Query window 28
120
Main view
changing 31
defined 24
Managing calls 89
Max. activity rate 146
Min. activity rate 147
Monitor window
error messages 179
Legend 126
Monitoring
agents 132
changing media type 173
channels 139
stopping 134, 141
Multiple NiceCLS Servers 55, 120, 130, 132
Finding audio
in the Monitor window 164
in the Query window 63
Finding calls
in the Query window 89, 91
Finding recordings 39
Folders 24
Icons
Query window Legend 27
Information fields 83
Information playback option 82
Input channel
parameters 143
setting up 142
window 142
Inserter 65
L
Locating calls 89
Login
NICE Monitor 119
NICE Query application
N
NICE Inserter 65
NICE Media Player for audio files 88
agent list 123, 130
call status column 132
channels list 123, 136
Compact View 170
components 122
group list 123
icon legends 126
menu bar 123
shortcut bar 123
starting 119
status bar 124
tips 125
toolbar 123
views 122
NICE Query window 23
Index
192
NiceCLS Server
changing the default 172
reconnecting 127
Noise Reduction playback option 82
O
P
Q
On/Off hook detection 148
Operations
enabling confirmation 177
Output channel
releasing 84, 159
Output type
selecting 68
Participants list 24
Password
changing 38, 128
dual 85
Pausing/resuming playback 78
Playback
calls via the Monitor window 158
customizing the window 81
dual password 85
jumping forward/back 79
modifying volume 159
of audio 164
operating the Playback window 77
pausing/resuming 78
releasing output channel 84, 159
restarting 78
saving calls 76
selecting the audio output device 68
show information fields 83
talking clock 74
voice and screen 70
volume 166
window 158, 165
window overview 71
Playing
audio files with NICE Media Player 88
recordings 67, 70
recordings with talking clock 75
synchronized recordings 86
Printing
agent list from the Monitor window 131
channels list from the Monitor window 138
Query window lists 36
Properties Lists 24
R
S
Query
creating 46
creating a shortcut 49
deleting 50
editing agents 54
editing channels 56
editing details 57
editing expressions 60
editing general conditions 52
editing user-defined columns 59
executing 41
Inserter 65
new 46
renaming 51
search 41
Query application
starting 15
Query window
changing the main view 31
icon legends 27
starting 15
Reconnecting to the NiceCLS Server 127
Recording
agents 151
disabling 163
enabling 163
playing 70
setting up a loop 80
Recording Locations list 24
Recording On Demand 152
Releasing an output channel 84, 159
Remote Storage Device 99
Renaming
a call 109
a query 51
Requested Media 173
Restarting Playback 78
Retrieval Logger 92, 93
Retrieval requests status 97
Retrieving calls 89
Saving a list 35
Saving calls 89, 99
Saving calls via the Playback window 76
Saving segments 99
Scale from zero playback option 82
Index
193
Scale playback option 82
Search query 41
Searching lists 91
Secondary views 24, 33
Segments
saving 99
Sending calls via email 103
Short term statistics
clearing 174
Shortcut
to a call folder 105
to a query 49
Shortcut bar 123, 125
Show Columns window 106
Show fields window 168
Show playback information fields 83
Skip silence playback option 81
Source field icons 27
Speed playback option 82
Starting the NICE Query application 15, 21
Statistics
clearing short and long term 174
long term 124
short term 124
Status bar
hiding in the Monitor window 125
Stopping
agent monitoring 134
channel monitoring 141
Storage Center 92, 93
Storing calls 99
Synchronized recordings playback 86
System resources 176
T
V
Tags playback option 82
Talking Clock 74
Talking clock
playing a recording with 75
saving calls with 99, 103
Telephone extension playback 132
Text files 35
Time on the Loggers 175
Toolbar 123
hiding in the Monitor window 125
NICE application 20
Viewing
Loggers’ time 175
retrieval requests status 97
Views in the NICE Query window 28
Volume in the Monitor window
AGC 159, 166
modifying 133, 159, 166
W Warning tones
149
WAV files 99
Working with the Channel List 136
Working with the NICE Toolbar 20
Index
194

NiceLog User`s Manual V8.9 Rev. A2

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