Nortel Quality Monitoring User manual

Nortel Quality Monitoring
Quick Reference Guide
Product Release 6.01 Standard 3.0 September 2007
297-2183-804

Nortel Quality Monitoring
Quick Reference Guide
Publication number: 297-2183-804
Product release: 6.01
Document release: Standard 3.0
Date: September 2007
Copyright © 2007 Nortel Networks, All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors. Only
expressly authorized individuals under obligations of confidentiality are permitted to review materials
in this document. By reviewing these materials, you agree to not disclose these materials to any
third party unless expressly authorized, and to protect the materials as confidential and trade secret
information. Any unauthorized review, retransmission, dissemination or other use of these materials
is strictly prohibited. If you are not authorized to review these materials, please return these
materials (and any copies) from where they were obtained. All materials found herein are provided
"AS IS" and without warranty of any kind.Information is subject to change without notice.
Nortel Networks reserves the right to make changes in design or components as progress in
engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality
Monitoring Quick Reference is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

iv Nortel Quality Monitoring
Revision history
September 2007 Standard 3.0. The Product Release 6.01 issue of the
Nortel Quality Monitoring Quick Reference Guide
reformatted according to Nortel guidelines.

Quick Reference Guide v
Contents
Getting Started 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . . . 11
Quick reference 13
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Logging on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Nortel Quality Monitoring Client Window . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Using the Media Player Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Using the Play Time Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Adding or Removing Application Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Selecting a Display from the Location Drop-down Menu . . . . . . . . . . . . . . . 23
Working with Display Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Live Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Replaying Recorded Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using the Stop Watch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Exporting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Exporting Calls Via E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Find. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Creating a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using a Previously Created Filter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Using Date Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Copying and Moving Calls from Journal Files to Call Buckets. . . . . . . . . . . 43
Copying and Moving Calls from Call Buckets to Journal Files. . . . . . . . . . . 45
The Scheduler Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Creating a Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Filling Out an Evaluation Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Logging Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Index 53

vi Nortel Quality Monitoring
Contents Standard 3.0

Quick Reference Guide 7
Chapter 1
Getting Started
In this chapter
About this guide 8
How to get help 9
Software and documentation version numbering 11

8Nortel Quality Monitoring
Getting Started Standard 3.0
About this guide
This guide is a brief introduction to some of the features of Nortel Quality
Monitoring.
Intended audience
This document is intended for Nortel Quality Monitoring Client users.
Additional references
The following Nortel Quality Monitoring guides contain additional information you
may find helpful.
Administration Guide
Evaluations Guide
Graphing and Reporting Guide

Quick Reference Guide 9
September 2007 Getting Started
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel web site
The content of this documentation was current at the time the product was released.
To check for updates to the latest documentation for Nortel Quality Monitoring,
click on the following link:
The Nortel page for Nortel Quality Monitoring documentation is located at http://
www.nortel.com/helmsman.
Getting help from the Nortel web site
The best way to get technical support for Nortel products is the Nortel Support web
site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to
address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support web site and Nortel Knowledge Base for answers to technical
issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical Support web
site, and you have a Nortel support contract, you can also get help over the phone
from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).

10 Nortel Quality Monitoring
Getting Started Standard 3.0
Outside North America, go to the web site below to obtain the phone number for
your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code
You can use an Express Routing Code (ERC) to more quickly route your call to the
appropriate support specialist. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor or
reseller.

Quick Reference Guide 11
September 2007 Getting Started
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued for
Nortel Contact Recording Package Release 6.01. The individual Nortel Contact
Recording and Quality Monitoring software components that you install may
display a different number. This is a known issue that does not affect system
performance. Version 6.01 will be reflected in future software updates. Use the
Nortel Contact Recording and Quality Monitoring documentation for Release 6.01
with Nortel Contact Recording Release 6.0.1, Nortel Contact Recording Viewer,
Nortel Contact Recording Archive, and Nortel Contact Recording TDM Recorder
Release 6.0.2, and Quality Monitoring 6.0 Service Pack 4.

12 Nortel Quality Monitoring
Getting Started Standard 3.0

Quick Reference Guide 13
Chapter 2
Quick reference
In this chapter
Introduction 15
Logging on 16
Nortel Quality Monitoring Client Window 17
Using the Media Player Toolbar 18
Using the Play Time Toolbar 21
Adding or Removing Application Icons 22
Selecting a Display from the Location Drop-down Menu 23
Working with Display Columns 25
Live Monitoring 27
Replaying Recorded Calls 29
Using the Stop Watch 30
Exporting Calls 31
Exporting Calls Via E-Mail 33
Using Find 36
Using Filters 38
Creating a Filter 39
Using a Previously Created Filter 40
Using Date Limit 41
Copying and Moving Calls from Journal Files to Call Buckets 43
Copying and Moving Calls from Call Buckets to Journal Files 45
The Scheduler Utility 47

14 Nortel Quality Monitoring
Quick reference Standard 3.0
Creating a Schedule 48
Filling Out an Evaluation Form 50
Logging Off 51

Quick Reference Guide 15
September 2007 Quick reference
Introduction
This guide is a brief introduction to some of the features of Nortel Quality
Monitoring. It is designed to help users perform many of the steps involved in
the following:
Logging on and off
Using toolbars
Scheduling monitoring sessions
Performing live monitoring
Using filters
Call features
Using the Media Player toolbar
Managing call buckets and journal files
Performing evaluations

16 Nortel Quality Monitoring
Quick reference Standard 3.0
Logging on
Do the following to log on to the Nortel Quality Monitoring Client:
1Double-click the Client icon , also called the Nortel Quality
Monitoring Client.
As an alternative, you can select Start > Programs > Nortel Quality
Monitoring > Client.
The Nortel Quality Monitoring Logon window appears.
2Type your Logon Name (default admin) and Password (default
NewUser), which are case-sensitive.
Note: Leave the phone Extension field blank. You can replay through the
computer speakers.
3Select Logon, which starts the Nortel Quality Monitoring Client.

Quick Reference Guide 17
September 2007 Quick reference
Nortel Quality Monitoring Client Window
The following graphic illustrates the components of the Nortel Quality
Monitoring Client window. Refer to this graphic as you work through the topics
in this chapter.
Menu Bar
Media Player Toolbar
Play Time ToolbarClient Toolbar
Applications Toolbar
Location Type Pane Client Explorer Window
Status Bar

18 Nortel Quality Monitoring
Quick reference Standard 3.0
Using the Media Player Toolbar
You can use the Media Player toolbar to live monitor or replay calls. If you
cannot see the Media Player toolbar, do one of the following:
Select View > Toolbar > Media Player.
OR
Select the Media Player button on the Client toolbar.
Note: Live Monitoring is only available when a Nortel Call Recording Card is
installed in the system.
Note: If you do not like the default placement of the toolbar, you can move the
toolbar to a more convenient location by selecting it and dragging it to another
place.
Use the Media Player toolbar buttons as described in the following table.
Button Icon Name Description
Live Monitor Starts live monitoring of the selected Agent
Play Initiates playback of a recorded monitoring
session
Pause Temporarily stops the recording. Resume replay
by selecting the Pause button again.
Stop Stops live monitoring or replay

Quick Reference Guide 19
September 2007 Quick reference
Fast Rewind Rewinds the recording at a greater speed than the
Rewind button
Note: If your contact center monitors voice and
data, you must select Pause before selecting
Rewind. Pause is not required for voice-only
monitoring.
Rewind Rewinds the recording based on the settings
defined during installation
Note: If your contact center monitors voice and
data, you must select Pause before selecting
Rewind. Pause is not required for voice-only
monitoring.
Forward Advances the recording
Fast Forward Advances the recording at a greater speed than the
Fast Forward command. The actual speed is set
by your system administrator.
Skip to Voice Advances to the next voice event:
If you are in a voice segment when you select
this button, the call fast forwards to the
beginning of the silence that follows the voice
segment.
If you are in silence, the call fast forwards to
the next voice segment.
This button appears in the toolbar only if the Skip
to Voice feature is selected during installation.
Note: If there is substantial background noise,
Nortel Quality Monitoring may respond to a
segment without voice as if it were a voice
segment.
Button Icon Name Description

20 Nortel Quality Monitoring
Quick reference Standard 3.0
Play Data Plays data when the check box is selected
Play Voice Plays voice when the check box is selected
Button Icon Name Description