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1 Nortel Confidential Information
Nortel Call Recording och Quality Monitoring
Jan Johansson
2 Nortel Confidential Information
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
3 Nortel Confidential Information
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
4 Nortel Confidential Information
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
5 Nortel Confidential Information
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
6 Nortel Confidential Information
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
7 Nortel Confidential Information
8 Nortel Confidential Information
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
9 Nortel Confidential Information
Nortel CR & QM OverviewBasic Components
10 Nortel Confidential Information
Nortel Contact Recording and Quality Monitoring
> 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
11 Nortel Confidential Information
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]
12 Nortel Confidential Information
Nortel Contact Recording and Quality Monitoring
T M
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0 #
G HI
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1 2 3ABC DEF
*
Hold Goodbye
Mute
Head set Supervisor Emergency Not Ready Mu te Busy to-cal l
Cop yQ uit
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)
13 Nortel Confidential Information
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
14 Nortel Confidential Information
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
15 Nortel Confidential Information
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)
16 Nortel Confidential Information
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
17 Nortel Confidential Information
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
18 Nortel Confidential Information
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
Digital or Analogue Telephones
19 Nortel Confidential Information
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
Digital or Analogue Telephones
Recording Instructions(VP-AP API)
Voice file sent via FTP
5
20 Nortel Confidential Information
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
21 Nortel Confidential Information
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
22 Nortel Confidential Information
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)
23 Nortel Confidential Information
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)
24 Nortel Confidential Information
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)
25 Nortel Confidential Information
T M
4 5 6JK L MNO
7 8 9TUV W XYZ
0 #
G HI
P QR S
1 2 3ABC DEF
*
Hold Goodbye
Mute
Head set Supervisor Emergency Not Ready Mu te Busy to-cal l
Cop yQ uit
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
26 Nortel Confidential Information
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.
27 Nortel Confidential Information
Nortel Contact Recording - ViewerX> Built-in Search & Replay function on IP Contact Recorder
28 Nortel Confidential Information
Complete, Secure Audit Trail
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Archive
L2 Switch
Optional functionality!
Note: Audio routesthrough Viewer as shownon Viewer slide
30 Nortel Confidential Information
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
31 Nortel Confidential Information
Nortel Quality Monitoring
32 Nortel Confidential Information
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)
33 Nortel Confidential Information
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
34 Nortel Confidential Information
Business Driven Recording
Product
and
Service
Campaign
Success
Customer
Specific
35 Nortel Confidential Information
Rules that fit your business
Random
Selection
Scheduled
Selection
Business Rules
Selection
36 Nortel Confidential Information
Product OverviewAgent Status Window
37 Nortel Confidential Information
Product OverviewContacts are Stored in Buckets
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Product OverviewContact Replay Voice and Screen
39 Nortel Confidential Information
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”
40 Nortel Confidential Information
Product OverviewScoring the Call using an Evaluation Form
41 Nortel Confidential Information
Product OverviewReporting – Text Report of Agent Scores
42 Nortel Confidential Information
Product OverviewReporting – Graph of Team Comparison
43 Nortel Confidential Information
Product OverviewReporting – Trending over time
44 Nortel Confidential Information
QM Replayer Client> Requires separate license per desktop where it is installed
45 Nortel Confidential Information
Nortel Quality MonitoringSingle server solution in an IP environment
Ethernet Switch
46 Nortel Confidential Information
Agent/Supervisor Initiated Monitoring
47 Nortel Confidential Information
Agent-initiated Monitoring Without CTI
Standard functionality!
48 Nortel Confidential Information
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
49 Nortel Confidential Information