Nortel Quality Monitoring User manual

Nortel Quality Monitoring
Server Infrastructure Guide
Product Release 6.01 Standard 3.0 September 2007
297-2183-955

Nortel Quality Monitoring
Server Infrastructure Guide
Publication number: 297-2183-955
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 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.

Server Infrastructure Guide iv
Revision history
September 2007 Standard 3.0. Nortel Quality Monitoring Server
Infrastructure Guide is up-issued to support
Product Release 6.01.
March 2007 Standard 2.0. Nortel Quality Monitoring Server
Infrastructure Guide is released.
November 2006 Standard 1.0. Nortel Quality Monitoring Server
Infrastructure Guide is released.
July 2006 Nortel Quality Monitoring Server Infrastructure
Guide reformatted according to Nortel guidelines.

Server Infrastructure Guide v
Contents
Getting Started 7
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
Introduction 13
Benefits of Nortel Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Nomenclature and Hardware 17
Nortel Quality Monitoring implementation . . . . . . . . . . . . . . . . . . . . . . . . 18
Server Configuration 21
Nortel Quality Monitoring Server as a service . . . . . . . . . . . . . . . . . . . . . . 22
Running in Console Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Shutting down the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Server executables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Server software architecture 29
Server.ini. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Process.ini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Voice.ini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Voice channel distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Database Structure 51
Database Server function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Nortel Quality Monitoring internal database structure . . . . . . . . . . . . . . . . 53
Database relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Index 65

Contents Standard 3.0
vi Nortel Quality Monitoring

Server Infrastructure Guide 7
Chapter 1
Getting Started
In this chapter
Intended audience 8
How to get help 9
Software and documentation version numbering 11

Getting Started Standard 3.0
8 Nortel Quality Monitoring
Intended audience
This guide is designed to be used by system administrators or anyone
involved in Server component configuration.
Additional references
The following guides contain additional information you might find helpful.
Installation Guide
Administration Guide
Evaluations Guide
Graphing and Reporting Guide

September 2007 Getting Started
Server Infrastructure Guide 9
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, click on the following link:
The Nortel page for Nortel Contact Recording and 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.

Getting Started Standard 3.0
10 Nortel Quality Monitoring
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.

September 2007 Getting Started
Server Infrastructure Guide 11
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.

Getting Started Standard 3.0
12 Nortel Quality Monitoring

Server Infrastructure Guide 13
Chapter 2
Introduction
In this chapter
Benefits of Nortel Quality Monitoring 14

Introduction Standard 3.0
14 Nortel Quality Monitoring
Benefits of Nortel Quality Monitoring
Monitoring applications record calls based on pre-defined schedules often
obtained from a workforce management system. However, agents do not
always strictly follow them, and maintaining detailed schedules can be
tedious. Consider the following:
What happens when agents leave their desks to speak with their
supervisors?
If an agent stays on the phone after their scheduled time, key segments of
customer interactions can be missed.
Every schedule change cannot be tracked down to the minute. The System
Intelligent recording provides recordings that can be triggered through rich
CTI integration to an automated call distributor (ACD) or predictive dialer.
The Nortel Quality Monitoring solution possesses such powerful CTI
capabilities, that recording-initiating events can be customized by using our
open application programming interfaces (APIs). Our leading-edge CTI
capabilities facilitate random monitoring and monitoring in free-seating
environments. This all contributes to intelligent monitoring for contact
centers including the following:
Random agent and event monitoring allow supervisors to
automatically monitor a percentage, or sample size, of calls and record
them for future playback.
Agent data linking supports monitoring in free seating environments by
monitoring agents regardless of where they sit.
Supervisors define the type of calls that the system records as they come
through the ACD or predictive dialer. The result is that no calls are missed
or partially recorded. There is no need to track agent schedules in excess
detail. In addition, there are gains in productivity.

September 2007 Introduction
Server Infrastructure Guide 15
The contact center can extend random monitoring sessions to include after-
call work giving supervisors and team leaders valuable insight into the
productivity and the efficiency of their agents. Nortel Quality Monitoring
can continue to monitor an agent’s screen actions after the customer hangs
up. After-call work recording leverages the strong data capture component
of the Nortel Quality Monitoring solution. By identifying all areas of the
call in which agents need help, including wrap-up, contact centers can
significantly enhance their effectiveness.
Nortel Quality Monitoring provides real-time live monitoring capabilities
for both voice and data. An active agent display tells which CSRs are taking
calls (without accessing a separate terminal for ACD or predictive dialer
information), so supervisors know who can be monitored and when.
With Nortel Quality Monitoring, appropriate recordings can be copied or
moved into logical call categories, providing a central-based way to store
and retrieve calls. Examples are as follows:
Establish a training category to store contacts useful for coaching
purposes.
Create call categories for managers, so QA personnel have a place to
store calls they want managers to review.
Introduce categories for marketing or engineering with contacts relevant
to those departments.

Introduction Standard 3.0
16 Nortel Quality Monitoring

Server Infrastructure Guide 17
Chapter 3
Nomenclature and Hardware
In this chapter
Nortel Quality Monitoring implementation 18

Nomenclature and Hardware Standard 3.0
18 Nortel Quality Monitoring
Nortel Quality Monitoring implementation
Functionality overview
The Nortel Quality Monitoring Server integrates the synchronized voice and
data monitoring facilities of the Nortel Quality Monitoring application.
Physical connectivity options
Data-application Servers may be installed on Ethernet (10/100 Mb/s) or
Token Ring (4/16 Mb/s) server backbones. The Server operating system
must be configured with the network’s default router IP address, and must
be able to reach all agent workstations by way of ping.
Installers have flexibility on where to deploy the Nortel Quality Monitoring
Server in the enterprise environment. Data capture response times will
fluctuate in direct correlation to the average packet delivery times provided
by the network segments traveled. WAN data capture is supported but
results in reduced quality of playback for users.
In all circumstances, installers should try to physically co-locate the Nortel
Quality Monitoring Server with the agents to be captured.
Network operating system
Nortel Quality Monitoring installs on the Windows 2003 Server SP 1.
DNS/WINS/HOSTS/LMHOSTS – Nortel Quality Monitoring
Application Servers allow several different hostname-to-IP address
resolution methods for simple deployment in heterogeneous LAN
environments.
Nortel Quality Monitoring proprietary server software does not directly
interface with TCP/IP, relying on the server’s operating system to handle all
IP resolution. Upon receiving a request to monitor agent data, the Nortel
Quality Monitoring Application Server matches an agent name with a PC

September 2007 Nomenclature and Hardware
Server Infrastructure Guide 19
hostname. Nortel Quality Monitoring Kernel software requests the operating
system’s TCP/IP stack to resolve the hostname. In static IP addressing
environments, a standard text-based host file services this request. In
Dynamic Host Configuration Protocol (RFC 2131, 3/97) environments, this
request is sent to a local DNS server, which should be configured to query
the customer DHCP resource (WINS/QIP).
The Windows Control Panel Network applet must be configured with the IP
address of the local DNS or WINS server to resolve all hostnames. The
Nortel Quality Monitoring application can resolve host names as long as the
server on which it is installed can reach the agents’ PCs by way of ping.
Server hardware components
Configurable components of a typical Application Server are as follows:
SCSI Hard Drive Array – Typically, all operating system and third
party software is maintained on its own SCSI hard drive, mirrored RAID
1 on a single controller. All voice and data files are typically stored on a
RAID 5 (stripe set w/parity) array.
Network Interface Card – Standard protocol configuration must be
entered into Windows NT Server Network applet in the Windows
Control Panel including default gateway, subnet mask, and DNS/WINS
Server addresses and names.
MLS Servers
It is strongly recommended that you install vendor server software on a
separate server other than the Nortel Quality Monitoring Application Server.
Nortel Quality Monitoring uses a separate server so that other vendors can
access the data without degrading the performance of the Nortel Quality
Monitoring Server.

Nomenclature and Hardware Standard 3.0
20 Nortel Quality Monitoring