Nortel Viewer User manual

Nortel Viewer
User Guide
Product Release 6.01 Standard 2.0 September 2007
297-2183-965

Nortel Viewer
User Guide
Publication number: 297-2183-965
Product release: 6.01
Document release: Standard 2.0
Date: September 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided "AS IS" and without warranty of any
kind. Information is subject to change without notice.
Nortel Networks reserves the right to make changes in design or components as progress
in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Nortel
Viewer is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel
Networks prior to such use. Violations of the license by alternative usage of any portion of
this process or the related hardware constitutes grounds for an immediate termination of the
license and Nortel Networks reserves the right to seek all allowable remedies for such
breach.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.

iv Nortel Viewer
Revision history
September 2007 Standard 2.0. Nortel Viewer User Guide is up-
issued for Product Release 6.01.
March 2007 Standard 1.0. Nortel Viewer User Guide is released.
November 2006 Nortel Viewer User Guide reformatted according to
Nortel guidelines.

User Guide v
Contents
Getting started 7
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 10
Introduction 11
About Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Logging In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Finding your way around . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
How to use Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Searching for calls 17
Searching for calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Viewing search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Sorting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Printing results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
E-mailing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Replaying calls 23
Call Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Calls recorded on separate channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Replaying calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Saving and exporting calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Replaying screen captures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Queries 31
About queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Building a query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Query toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Query wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Creating queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Contents Standard 2.0
vi Nortel Viewer
Filter fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Data types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Operators. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Audit 53
Audit overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Administration 59
Administration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Capture platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Adding Capture Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Capture Platform information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Managing user replay restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Copying Viewer User Replay Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . 72
Understanding Export Formats 85
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Extension Export/Import using ConfExtn . . . . . . . . . . . . . . . . . . . . . . . . . 87
Extension Updates using ConfSchd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Replay Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Extension Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Schedule (Updates) Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Replay Restrictions Field Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Extension Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Replay Restrictions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Index 97

User Guide 7
Chapter 1
Getting started
In this chapter:
Intended audience 8
How to get help 8
Software and documentation version numbering 10

Getting started Standard 2.0
8Nortel Viewer
Intended audience
This document is for use by Nortel Viewer users and System
Administrators.
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
Link to Takes you directly to
Latest software The Nortel page for Contact Center is located at
http://www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
is located at http://www.nortel.com/helmsman.

September 2007 Getting started
User Guide 9
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your
product or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.

Getting started Standard 2.0
10 Nortel Viewer
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.

User Guide 11
Chapter 2
Introduction
In this chapter:
About Viewer 12
Logging In 13
Finding your way around 14
How to use Help 16

Introduction Standard 2.0
12 Nortel Viewer
About Viewer
Viewer is a web-based browser application that allows you to replay
recorded contacts, such as telephone interactions. Viewer enables you to:
Search the calls database for calls you want to replay.
Tailor your search to use any date and time range.
Search using other variables such as extension number, agent name.
Search quickly using shortcuts.
View and sort your search results.
Replay calls from your search results.
Use Microsoft Media Player to listen to calls.
Control call replay with easy to use control buttons.

September 2007 Introduction
User Guide 13
Logging In
When you start Viewer, you may be prompted to enter a User Name and
Password. These are the same as the credentials you use to log on to your
network.

Introduction Standard 2.0
14 Nortel Viewer
Finding your way around
The application window consists of the following elements:
Shortcuts
Queries
Results
Call Viewer
Shortcuts
The Shortcuts pane contains icons, which are shortcuts to a pre-defined
query.
These are useful for quickly running queries. You will not necessarily have
a shortcut icon for every query, perhaps just for those queries you use most
frequently.
To execute a query that has a shortcut, simply click the shortcut icon once,
and all calls matching the search criteria will be returned.
Queries
The Queries pane lists all the pre-defined queries that are available to you.
To execute a query click its description once. All calls matching the defined
criteria will be returned.
When you run a query, you may be prompted to enter further information,
for example a date range.
Results
Whenever you search for calls, the results are displayed in the Results pane.

September 2007 Introduction
User Guide 15
The Results pane is divided into two tabbed pages:
Summary page — Lists basic information for all calls returned by the
search.
Details page — Displays full details for an individual call. To view this
page you must select a specific call to view from your search results.
Call Viewer
The Call Viewer pane is displayed directly beneath the Results pane. It is
made up of the following elements:
Energy Envelope — The energy envelope displays the waveform of the
call that is being replayed. This is a visual representation of the voice,
and it may show both the caller and the call recipient.
Call Control buttons — Buttons that enable you to control the replay of
a call, allowing you to play, stop and pause a call as well as adjust the
volume.
Query toolbar — Authorized query builders will see a row of buttons,
displayed above the shortcuts panel. These buttons allow you to create
and edit queries.
Note: There is a 10 page limit on the query results page.

Introduction Standard 2.0
16 Nortel Viewer
How to use Help
Help is available wherever you see the Help symbol.
When using Help, look at the table of contents to see where you are. The
Help topics are divided into sections covering search and replay of calls, as
well as more advanced tasks such as query building.
Where you see a word that is highlighted, you can usually click it to bring
up more information. This will either be in the form of a pop-up or a link to
another help topic.
Click Related Topics to find links to other relevant help topics.

User Guide 17
Chapter 3
Searching for calls
In this chapter:
Searching for calls 18
Viewing search results 19
Sorting calls 20
Printing results 21
E-mailing calls 22

Searching for calls Standard 2.0
18 Nortel Viewer
Searching for calls
Before you can replay calls, you must search the calls database for the calls
that you want to replay. You can search for calls using either of the
following methods:
Run a query — The queries available to you will appear in the queries
panel.
Execute a shortcut — If there is a shortcut for the query you want to
run, click the shortcut icon in the shortcuts panel.

September 2007 Searching for calls
User Guide 19
Viewing search results
Search results are displayed in the Results pane. The Results pane is divided
into two tabbed pages, one showing summary details of the calls listed and
the other giving full details for an individual contact.
Calls returned by the search are listed on the Summary page. For each call
the same information is displayed in selected fields, allowing you to
compare calls at a glance.
The Details page shows all the properties of an individual call. To view full
call details:
Note: There is a 10 page limit on the query results page.
1On the Summary page, find the call you are interested in.
2Click the call once to select it, then click the Details tab.

Searching for calls Standard 2.0
20 Nortel Viewer
Sorting calls
The calls displayed in the Results pane can be sorted by column heading. To
sort calls:
1Move the cursor to the column heading you want to sort by, and the
cursor will change to a hand symbol to indicate you can sort by that
column.
2When you see the hand symbol, click once to sort in ascending order,
and click again to sort in descending order.