Nortel Call Recording och Quality Monitoring - Avaya · PDF fileNortel Call Recording och...

1 Nortel Confidential Information

Nortel Call Recording och Quality Monitoring

Jan Johansson


How do you know what happened?

Nortel Contact Recording and Quality Monitoring

>Contact Recording• Simple user web based interface with easy search

• Secure Replay with call details• Detailed search options• Complete audit trail

>Quality Monitoring• Voice and screen recording• Customizable evaluation forms• Reporting


Nortel Applications Center

3rd Party SIP Call ServerSIP Avaya CSSIP Cisco CS

Nortel SIPBased CC

CS1000/MCS5100

Software Replacement

Subscription (SRS) option

Contact Center Suite 6.0CC Manager - Server (CCMS)

CC Manager – Administration (CCMA)CC Multimedia (CCMM)

CC Outbound (CCO)Communication Ctrl Toolkit (CCT)

CC Express

Call Servers

CS 2100100K AgentsVirtual CC

Consolidation

Unified Multimedia AgentDesktop (inc Outbound)

VideoAgents

IP ACD Sets

Biz App Integration- Siebel,SAP,

MSCRM

Smart Clients

MPS 500/1000Self-Service

3rd PartyDesktops(CCT / TR87)

CS 1000 R4.5100K Agents

Virtual CC

SIP& TR-87

CorporateLicense Manager

Entire CC suite on 1 DVD

Media ServicesMedia Services

Contact Recording& Quality Monitoring

CallPilot


The Need for Recording & Sampling

COMPLIANCE• Legal requirement for trading rooms• Essential where financial products are sold• You cannot sell IPT in this sector without recording

• Audit trail of verbal commitment• Verbal contracts, reducing paperwork with strong ROI • Direct debits initiated immediately if recorded• Protection against threatening & abusive calls

BUSINESS EFFICIENCY AND DISPUTE MANAGEMENT

CONTACT CENTER OPTIMISATION• Recording financial contact centres is a major market• Identification of good and bad practice and agents• Customer calls become part of workflow• Screen, data and selective recording often required


Why is Nortel offering CR & QM?

> IP Call Recording Complexity• With TDM, call recording is relatively simple, but hardware intensive• With IP, other solutions are complex, but ours is simple and elegant• Nortel has become involved in call recording market by default!

> Software-only call recording solution• IP call recording doesn’t require external h/w used in TDM recording• Software-only implementation provides opportunity for OEM solution

> Consolidation within the Call Recording Industry• Major vendors are consolidating• Remaining market leaders have global presence

> Customers looking for integrated solutions• “Customers moving away from point solution vendors towards the

implementation of integrated application suites” – Frost & Sullivan• Channels & customers want a solution not a puzzle


Who is our OEM Partner? Witness Systems

> Founded 1988> NASDAQ listed> Acquired Eyretel in 2003> Acquired Blue Pumpkin in 2004 > 500+ employees> Over 7000 recorders installed worldwide> $110m Revenue

• 300 in 3 initiative

> Profitable & Cash Flow Positive> Recently announced merger with Verint


ROI Example: Contact Center Optimization in IP Contact Center

> 250 Agents> Agent $30,000/yr Salary &

Benefits> 10 transactions per hour,

27440 transactions annually> (52 weeks – 3 wks vacation

& misc days off)> 5% productivity

improvement from workflow changes and coaching based on call recording/quality monitoring

> $10 Revenue per transaction

$ 3,805,000.00 Total Productivity Improvement Value

$ 3,430,000.00 Add'l Revenue across Total Agt Headcount

$ 13,720.00 Additional Revenue per Agent

$ 375,000.00 Savings across Total Agent Headcount

$ 1,500.00 Agent Annual Productivity Improvement

$ 0.052 Per Transaction Savings

$ 1.041 New Cost per Transaction

28,812 Improved Agent Transactions - Annual

1372Additional Transactions - Annual

5%Percent Productivity Improvement

$ 10.00 Revenue per Transaction

$ 1.093 Current Cost per Transaction

27,440 Agent Transactions - Annual

$ 30,000.00 Agent Annual Salary/Benefits

250Total Agent Headcount


Nortel CR & QM OverviewBasic Components



> Nortel Contact Recording• voice recording of stations and/or trunks• Simplified recording rules:

• all calls on DNIS XXXX• All calls on DNs or position IDs aaa, bbb, ccc…

• Used for “Bulk” recording (compliance, legal/contractual requirements)

> Nortel Quality Monitoring• Voice and screen recording of stations

• Nortel QM includes Nortel CR• Very evolved business rules enable ratio-based random recording

• 4 calls out of 100 for DNIS XXXX for agents 1111, 1112, 1113• Powerful evaluation form designer, scoring and reporting


Nortel CR & QM Components

> Contact Recorder Server Application> Viewer> Archive Server> Quality Monitoring Server Application> QM Replay Client Application> CTI Custom Integration Service (“Integration Framework”)

• Quoted through ‘[email protected]



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DigitalSet

IP Set

Succession Media Gateway

Succession Call Server

Nortel Contact

Recording Master

NortelQuality Monitoring

NortelContact Recording Slave (IP)

Nortel SwitchesNortelContact Center Server

NortelContact Recording Slave (TDM)

NortelEWare & Viewer

HighImpedance

TAP

Control

Recording Control

Via MLS

CTI Events

Control

RTP (Tx)

RTP (Rx)

Recording Details

CS1000 Call Server

Media Gateway

Ethernet Switches

Contact Recording

Primary Server

Contact Recording

Secondary Server (TDM)

Contact Recording Secondary Server (IP)

Archive Manager(optionally co-resident – config dependent)


Recording Techniques

> IP Duplicate Media stream> Station-Side tapping (Ai-Logix PCI card)

• Digital stations (NGX)• Analogue stations (LDA)

> Trunk-side tapping (Ai-Logix PCI card)• T1 or E1 Trunks (DP)

> Call Recording Card (QM ONLY!!!)> All Terminals must be AST provisioned for MLS

events; maximum of 2 keys are recorded per set


CTI-Based Recording or Non-CTI Based?

> Some recording types ABSOLUTELY require CTI messages (i.e. AST-enabled TNs and MLS):• IP Duplicate Media Stream• CRC

> Some recording types can be done with or without CTI messages• The message sets available for TDM recordings vary according to the use

of CTI messages• In some cases, CTI messaging may be the preferred mode, and if the CTI

messages cease, then the recorder reverts to non-CTI based recording• See table on the next page for the differences…

> CTI Messaging is ONLY available for a maximum of 2 keys per station• If more than 2 keys must be recorded, then CTI-based messaging is

inappropriate: use TDM recording based on trunk messaging or digital station messaging instead


TDM Recording: with or without CTI?

To Be ConfirmedYes*Direction of Call (Inbound / Outbound)

NoYesUnique Call IDYes**YesDNISYes**YesANI/CLID of caller/called partyNoYesPosition ID / DN used for callNoYesAgent default ACD queueNoYesAgent IDYesYesCall durationYesYesCall Start Time

Available in Non-CTI Based Recording

Available in CTI-Based Recording

Information Field

Notes: * = Available in full “Viewer” application only** = for digital stations and trunks only (not available for analog stations)


Notes!•IP Phase 2 sets only, CS1000 R4.5, CCMS/SCCS 5•AST required: max 2 keys/set•Knowledge-workers and/or Contact Centers•No change out of LAN infrastructure

12

4

5

63

3

7

7

CCMS/SCCS for MLS

Nortel Contact Recording Server (IP)

CS1000

Ethernet Switches /Routers

IP Phone 2050

IP Phone 200X or 11x0E

Capture Techniques: IP Duplicate Media Stream


Capture Techniques: Station-side Tap with Ai-Logix Boards

3

4

Nortel Contact Recording Server (TDM)

Notes!•Any supported PBX release; any supported CCMS/SCCS release•CTI messaging enhances “searchability” – requires ASTs / max 2/set•Knowledge-workers and/or Contact Centers•Digital and Analogue Telephones

1

CCMS/SCCS for MLS

CS10002

2

Digital or Analogue Telephones

http://www.aastra.com/telephones


Capture Techniques: Trunk-side Tap with Ai-Logix Boards

34

Nortel Contact Recording Server (TDM)

Notes!•Any supported PBX release; any supported CCMS/SCCS release•CTI messaging enhances “searchability” – requires ASTs / max 2/set•Knowledge-workers and/or Contact Centers•IP, Digital and Analogue Telephones

1

CCMS/SCCS for MLS

CS1000IP Phone 200X or 11x0E

2

2



Capture Techniques: Call Recording Card

Note!ONLY FOR QM APPLICATIONSONLY FOR ACD AGENTSMaximum of 2 recorded keys / set

3

4

Nortel Contact Recording & Quality Monitoring Server (CRQM)

1

CCMS/SCCS for MLS

CS1000IP Phone 200X or 11x0E

2

2


Recording Instructions(VP-AP API)

Voice file sent via FTP

5


Nortel Call Recording Card Live Monitor Operation

1. The QM requests the CRC to observe a particular agent.2. The QM then requests the CRC to make a call to the observers phone.3. When the observer answer the call, the QM server requests the CRC to bridge the agent call to

the observers call thus permitting the observer to live monitor the agent call.

M1/CS 1000

CPU

CLAN (Customer Network)

Conf

QM Server

1234567890* #

~~~~~~~~~

Caller

1234567890* #

~~~~~~~~~

Agent

MIRAN

Nortel Call Recording Card

1234567890* #

~~~~~~~~~

Observer AgentObserve

VP-AP protocol

ONLY FOR QM APPLICATIONSONLY FOR ACD AGENTS


Nortel Call Recording Card Engineering Requirements

> Recording File type• Recordings are G.711 mu-law files with embedded timestamp in the

header• Format compatible with Windows Media Player.

> File Transfer• Recordings are streamed to CR via FTP

> Bandwidth requirements of Nortel Call Recording Card• Each recording channel records at 8Kbps• Max of 16 recording channels. Max of 128kbps• Additional small overhead of FTP protocol and CRC-Quality

Monitoring server message flow.

ONLY FOR QM APPLICATIONSONLY FOR ACD AGENTS


Which recording technique to use…

For IP or TDM (ACD sets only)

Not Supported

Preferred for TDM (works for IP too!)

ACD Only

No

IP or TDM

Call Recording Card (CRC)

TDM onlyIP OnlySet Types

Either ACD or Non-ACD

Either ACD or Non-ACDACD?

Preferred Solution for

TDM

Preferred Solution for IP

Bulk Recording

For TDM sets only (ACD or

non-ACD)Not SupportedLive

Monitoring

Only where necessaryPreferredQuality

Monitoring

T1 or E1 (PRI)NoTrunks?

Passive Tap TDM

Duplicate Media Streaming

(DMS)


Which technique to use…

Data QoS normally acceptable.

G.711 tap ~200kbpsG.729 tap ~20kbps.Between TDM recorder and Nortel Contact Recorder Master, plus 134 kbps per recorded agent screen.

0

Only where necessary

Only where necessary

Passive Tap TDM

Data QoS. Uses FTP over TCP hence retries on dropped packet.

Same QoS as voice calls.

Quality of Service (QoS) required for above bandwidth

Approx 100kbps between CRC card and Nortel Contact Recording Master, plus 134 kbps per recorded agent screen.

As above, plus 134 kbps per recorded agent screen

Network Bandwidth per Quality Monitoring channel

N/A(Equivalent of 2 x VoIP voice calls per recording channel) between phoneset and recorder.

IP Network Bandwidth per Bulk Recording channel

GoodPreferredQuality Monitoring

Not SupportedPreferredBulk Recording

Call Recording Card (CRC)

Duplicate Media Streaming (DMS)


Recording Types

> Free Seating• Tracks agent regardless of location • Based on login ID from switch

> After call wrap-up – system continues to record after call has ended based on timer

> Application initiated monitoring• Trigger from 3rd party applications such as predictive dialers, CRM,

web-chat systems• Business rule driven • Via optional middleware component (priced separately)


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DigitalSet

IP Set

Succession Media Gateway

Succession Call Server

Nortel Contact

Recording Master

NortelQuality Monitoring

NortelContact Recording Slave (IP)

Nortel SwitchesNortelContact Center Server

NortelContact Recording Slave (TDM)

NortelEWare & Viewer

HighImpedance

TAP

Control

Recording Control

Via MLS

CTI Events

Control

RTP (Tx)

RTP (Rx)

Recording Details

Viewer

Audio

Audio

Audio

Browser UI

Viewer

Layer 2 Switches

CS1000 Call Server

Media Gateway

Ethernet Switches


Search and Replay for Contact Recording

> “ViewerX” or “ViewerIP”• Built-in web server included on every IP-DMS Contact Recorder• Used for search/replay and configuration

> “Viewer” (Full version)• If there is more than one IP recorder, or if there are any TDM

recorders (used for capture with Ai-Logix or CRC), then the full Viewer application must be used.

• Included at no charge for all CR (and QM) installations. The installation files are located on the TDM Recorder CD which is to be shipped with every order. No separate license is required for Viewer.


Nortel Contact Recording - ViewerX> Built-in Search & Replay function on IP Contact Recorder


Complete, Secure Audit Trail


Archive

L2 Switch

Optional functionality!

Note: Audio routesthrough Viewer as shownon Viewer slide


Archive Manager

> Provides additional storage for long-term archive• Network attached storage (NAS) or other common storage

• DVD jukebox• Fiber-channel SAN• Windows share• FTP share

> Stores audio only> Scheduled retrieval from Recorders and transfer to storage

area> Requires Viewer (uses the Viewer database)

Optional functionality!

Note: Each Recorder automatically writes its calls to its local hard drive and its local DVD+RW drive


Nortel Quality Monitoring


Nortel Quality Monitoring

> Adds PC screen capture> Includes and uses Nortel Contact Recording > Uses voice recordings captured by IP Duplicate Media Stream or TDM taps or

Call Recording Card (CRC)**• When using CRC for capture of QM, no other capture technique can be used

> Provides optional integration to CRM, IVR, and other systems and applications> Recording is triggered by user-defined business rules or randomized ratios> Design tool for Evaluation Forms> Storage and Reporting of Performance Evaluations> Requires customer-provided server with

• Windows Server 2003 SP1 • MS SQL 2000 SP3a (or later)

> One QM server per primary CR• (Multiple primary CR servers may be deployed on a single PBX)


Quality Monitoring Details

> Sampling and assessing a small proportion of calls (such as 1 out of 10) • Ratio, not percentage, randomization

> Might be audio recording only, but typically records voice with screen capture

> Includes a method of evaluating (called “scoring”) the call for agent/KW coaching or performance evaluation

> Recordings are usually discarded after a brief time• Retention time is configurable (e.g. 30 days)

> Includes “Live monitor” and ”Supervisor initiated recording” feature


Business Driven Recording

Product

and

Service

Campaign

Success

Customer

Specific


Rules that fit your business

Random

Selection

Scheduled

Selection

Business Rules

Selection


Product OverviewAgent Status Window


Product OverviewContacts are Stored in Buckets


Product OverviewContact Replay Voice and Screen


Agent Performance Evaluation

> Improve agent coaching with voice/screen playback• Improve application navigation skills• Improve soft skills • Provide more objective coaching • Improve handling of escalations •

> Improve monitoring productivity • Automate scoring• Reduce time searching for calls to be evaluated • Review calls when convenient • Reduce “he said, she said”


Product OverviewScoring the Call using an Evaluation Form


Product OverviewReporting – Text Report of Agent Scores


Product OverviewReporting – Graph of Team Comparison


Product OverviewReporting – Trending over time


QM Replayer Client> Requires separate license per desktop where it is installed


Nortel Quality MonitoringSingle server solution in an IP environment

Ethernet Switch


Agent/Supervisor Initiated Monitoring


Agent-initiated Monitoring Without CTI

Standard functionality!


Nortel CR & QM - End-User Value Proposition Benefits and Value

> Integration Benefits• Single source for supply and support• Developed and tested as Nortel

portfolio component• Software-based solution

> Customer values• Reduces number of vendors to deal

with• Nortel brand stands behind the

integration of the products• Works in traditional, mixed or pure IP

environments. • Scale from one to many thousands of

channels within an enterprise• Roadmap will deliver better

functionality and closer integration

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