INSIGHT
FROM
INTERACTIONS
www.nice.com
Insight from Interactions
NICE
RECORDING
SOLUTIONS
FOR AVAYA
Presented by:
Stephen Wright
July 2005
www.nice.com
Agenda
Introduction to NICE CMAPI based solution
NICE Recording Portfolio
NICE CMAPI-based recording
NICE CMAPI solution for Communication Manager 3.0
The advantages of CMAPI
NICE CMAPI – Application portfolio
NICE Resilient CMAPI-based Recording
When to use CMAPI-based recording
Selling a NICE CMAPI/AES based solution
Q&A
Insight from Interactions
Introduction to the NICE CMAPI solution
The Communication Manager API (CMAPI) is Avaya’s
solution for interfacing with Avaya MultiVantage™ platforms
NICE offers recording solutions based on softphone
conferencing using CMAPI
Supports recording of all phone types
Supports all calls, selective, on-demand and quality
monitoring recording modes
Provides full integration with the Avaya platform for
accurate call control and tagging
Has full compatibility with standard NICE applications
including Web applications for quality monitoring &
reporting, screen recording and central call archiving
Insight from Interactions
The NICE
Recording
Portfolio
Insight from Interactions
Traditional Recording Environments - Introduction
Three methods of recording
• Tapping the Trunks
(Total and Matrix)
• Tapping the extensions
• Service Observation
Insight from Interactions
Trunk Side Recording - Total
Logger passively connected to TDM trunks
Total Recording: Logger recording channels
dedicated to individual trunks
CTI required to provide call tagging
480 concurrent calls recording per Logger.
Multi-Logger support
N+1 for redundancy
IP Trunk Recording requires CMAPI logger
ADVANTAGES DISADVANTAGES
Reliability External Calls Only
Recording continues in event of CTI failure Cannot record internal calls
Device Independent Requires NICE Hardware
Supports recording of all phone types including Uses proprietary interface cards
encrypted IP phones
Redundancy
Supports N+1 redundancy
Insight from Interactions
Trunk Side Recording - Matrix
Logger passively connected to TDM trunks
Logger with more inputs than recording channels
Rules used to define what is recorded
CTI essential for call recording control and tagging
480 concurrent calls recording per Logger.
Multi-Logger support
ADVANTAGES DISADVANTAGES
Cost Effective External Calls Only
Can be cost effective for selective recording Cannot record internal calls
environments.
Device Independent Requires NICE Hardware
Supports recording of call phone types including Uses proprietary interface cards
encrypted IP phones
Flexible No Redundancy:
Conditioned-recording can be used to capture calls Recording dependant upon CTI, redundancy
based on business rules, for efficient use of the solution not available
recording channels
Insight from Interactions
Extension Side Recording
Loggers connect to each recorded extension
Different interfaces depending upon telset type
192 concurrent calls recording per Logger.
Multi-Logger support
CTI recommended for enhanced call tagging
N+1 for redundancy
ADVANTAGES DISADVANTAGES
Reliability Requires NICE Hardware
The most reliable recording method. No dependence Uses proprietary interface cards
on CTI
Internal and External Calls Cabling
Both internal and external calls can be recorded Complex cabling – pair for each telset
Redundancy Can Be Costly
Supports N+1 redundancy If frequent adds, moves, changes
Insight from Interactions
Passive Recording of IP Phones
Recording based on LAN switch port mirroring
Can be offered as a software only solution
CTI recommended for enhanced call tagging
N+1 for redundancy
ADVANTAGES DISADVANTAGES
Flexible Dependant upon LAN Switch and Network
Conditioned-recording can be used to capture calls Architecture
based on business rules, for efficient use of the Requires LAN switch to support specific port
recording channels mirroring modes and splitting of voice & data traffic
Capturing the audio streams may require
adjustments to the network topology
Reliability Encryption
Recording can continue in event of CTI failure Encrypted IP phones cannot be recorded
Software Only Option
Can be provided as a software only recorder
Redundancy
Supports N+1 redundancy
Insight from Interactions
Recording using Service Observe
Loggers connect directly to Media Gateway via
DS1 boards
Single Step Conference or Service Observe
controlled by NICE to switch call audio to logger
Up to 120 channels per system
ADVANTAGES DISADVANTAGES
Cost Effective Selective & Interaction-based Only
A cost effective solution for recording a few calls Often not appropriate for Total (Compliance)
selectively Recording
Flexible Requires NICE Hardware
Conditioned-recording can be used to capture calls Uses proprietary interface cards
based on business rules, for efficient use of the
recording channels.
Device Independent Requires Avaya Hardware
Can support recording of all phone types, including Additional DS1 cards required on Avaya Media
encrypted IP phones Gateways
Can Work alongside Trunk Side No Redundancy:
Can be used with trunk side recording to record certain Recording dependant upon CTI, redundancy solution
internal calls not available
Insight from Interactions
NICE
CMAPI-BASED
RECORDING
Insight from Interactions
Introduction to AVAYA CMAPI
The Communication Manager API (CMAPI) is Avaya’s solution
for interfacing with Avaya MultiVantage™ platforms
Provides an open, standards-based, programming interface to
the Communication Manager
Used for developing 3rd Party applications
Supplied by Avaya as software only
Runs on standard Linux Server
Insight from Interactions
NICE CMAPI based solution
Media
Server
Recording based on observation through
Media Gateway LAN NICE
CMAPI emulated softphones Recording
System
Full compatibility with 8.9 NICE applications:
AES:
– Query, Monitor, Admin Avaya
– CMAPI
Web applications for quality monitoring & reporting Analog/Digital & CTI
– Screen recording Phones Server
– Storage Center IP Phones
– Compound Calls support
Can be sold by NICE, Avaya and our joint NICE-Avaya
Business Partners
Business Partners POs can go via Avaya or via NICE
Insight from Interactions
NICE CMAPI-based Recording Modes
Four recording modes available
– Record on Demand (application initiated)
– Selective (rules based) Recording
– Quality Management (sampled) Recording
– Recording of All Calls
All Calls Recording can serve for liability recording
– Loss of recording may be caused by servers/network failures
– Resilient CMAPI-based Recording is recommended
Insight from Interactions
Resilient CMAPI-based Recording
Integrated system with mirrored components
Audio
No single point of failure Media Server
Path
No loss of audio
Synchronizati
Media Gateway
Dual voice capture unit
Database
AES Voice
– Each call is recorded by both units (CMAPI Capture
on
& CTI) & DB
Dual calls databases
– Database synchronization
Centralized storage Phones Audio
– Each call stored only once Path Centralized
Storage
– Optional – storage redundancy
Centralized administration LAN
NICE
Storage Center
Requires twice as many resources (two conference resources per call)
Consult-conference feature blocked (relevant mainly for Contact Centers)
Insight from Interactions
NICE CMAPI support for ESS in CM 3.0
ESS – Enterprise Survivable Server, to be deployed in remote sites
ESS – allows for continuous telephony service during WAN failure
Main Site
LAN
Media Server
NICE
Media Recording
Gateway System
Avaya
CMAPI
Analog/Digital Phones & CTI
Server
IP Phones
ESS Media
Remote Site B Server Media
WAN Gateway
Remote Site A
IP Phones
NICE Recording AES
IP Phones System
Insight from Interactions
NICE Certified CMAPI solution
Passed the certification process at the AVAYA labs
Avaya went with NICE CMAPI in one of their first class/flagship site –
“Wynn Resorts” in Las-Vegas
Link to the AVAYA’s PR:
http://www.avaya.com/gcm/master-usa/en-us/corporate/pressroom/pressreleases/2005/pr-050502d.htm
Insight from Interactions
CMAPI based recording – Advantages & Disadvantages
ADVANTAGES DISADVANTAGES
Device Independent CMAPI Server Dependant
Supports recording of all phone types including encrypted Recording dependent upon CMAPI server availability
IP phones
Software only Requires Additional Avaya Hardware
Installed on certified standard servers The design of the Avaya Media Gateways must take
into consideration the CMAPI-based observation
Flexible All Calls Recording Cost
Conditioned-recording can be used to capture calls based When utilized for all-calls recording, the overall cost of
on business rules, for efficient use of the recording the solution (CMAPI licenses, additional Avaya
channels hardware) is high compared to trunk-side recording
Cost Effective Fault Tolerance Cost
Can be cost effective when recording only a few calls A fault tolerant CMAPI configuration may require twice s
simultaneously, especially when the Media Gateway has much resources compared to the basic CMAPI solution
spare resources
Internal and External Calls Consumes PBX Resources
Both internal and external calls can be recorded Reduces number of call participants
Insight from Interactions
When To Use The CMAPI Solution
CMAPI solution provides a scalable, flexible recording solution
May not be the ideal solution for every environment
The requirements from the Avaya Communication Manager should be
considered during the design phase
Method QM Recording Cost Effective All Calls Recommended Need to Software Only
Selective Recording for Mission Record IP from NICE
Recordings Critical Recording Phones
CMAPI
(requires a fault
tolerant
configuration)
Trunk
(Matrix) (no internal calls) (no internal calls)
Extension &
Passive VoIP (IP-phones only) (no support for (VoIP only)
Loggers encryption)
Service
Observation (DS1)
Insight from Interactions
CMAPI – IP Phones Emulation
CMAPI Connector Server provides IP phones emulation
Allows emulated IP phones to register to a Media Server
These IP phones can observe any other phones (IP, digital or analog)
Observed calls can be recorded
Media Server
Media Gateway LAN NICE
Recording
System
AES:
Avaya
Analog/Digital Phones CMAPI
& CTI Emulated IP Phones
IP Phones Server
Insight from Interactions
CMAPI – Call Flow – Observation Request
NICE Recording System requests the CMAPI Server to use IP phone
emulation for observing another phone
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Call Flow – Incoming Call
The observed phone gets a call
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Call Flow – Call Information
The CMAPI Server is informed of the call of the observed phone
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Call Flow – Recording the audio
The audio of the observed call is routed from the Media Gateway directly
to the NICE Logger
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Internal IP Call Flow
An IP phone gets an internal call from another IP phone
The original audio path does not involve the Media Gateway
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Internal IP Call Flow
The CMAPI Server is informed of the call of the observed phone
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
CMAPI – Internal IP Call Flow
The audio of the observed call is no longer shuffled, and it is also routed
from the Media Gateway to the NICE Logger
Emulated IP Phones
AES: Media Server
NICE Avaya
Recording CMAPI
System & CTI
Server
LAN
Media
IP Phones Gateway
Analog/Digital Phones
Insight from Interactions
The Advantages of CMAPI Recording
Pure software only solution
Runs on industry standard servers
Same logger can record all phone types
– Analog
– IP
– Digital
– IVR ports
Internal calls can be recorded
Not dependant on network switch port
mirroring.
Encrypted IP calls can be recorded
Insight from Interactions
Advantages for existing NICE Customers
New Capabilities:
– Adding Internal calls recording capability to existing trunk-side recording
customers by adding CMAPI channels for internal calls recording
– Both recording platforms (Trunk + CMAPI) operate under the same administration
and applications.
Adding channels:
– CMAPI can be added to any 8.9 solution for centralized administration and
applications:
– Trunk side + CMAPI
– Station side + CMAPI
– VoIP (passive sniffing) + CMAPI
– Financial Trading Floors: front office (turret system) + CMAPI (back office)
Insight from Interactions
NICE CMAPI support for IP connections
Trunk side logger – recording external calls
CMAPI logger – recording internal calls and calls coming in over the IP
WAN
Branch
Main Site
IP Connection
Media GW
Media Server
WAN
IP Phones
IP Phones
NICE Recording
System
Insight from Interactions
NICE CMAPI
Pricing
Insight from Interactions
NICE CMAPI Logger and Applications
- Pricing
Logger:
– $5,000/logger
– $400/channel
Application packages priced by seat:
– All Calls Recording Package - $100/seat
– Interaction-based Recording Package - Starts at $120/seat
– Standard QM Package - $36,800 for first 80 seats
NiceCLS and CTI drivers are included (do not have separate items)
Pricing tool is on the works
Insight from Interactions
NICE CMAPI and Avaya AES Promotion
20 Free Licenses for NICE CMAPI Recording Channels
– For customers who buy new CTI support from Avaya
– US $8000 worth
– Valid for purchase orders placed no later than October 31st 2005
Insight from Interactions
NICE CMAPI - Pricing Examples
All Calls Recording for 120 seats
– 1 CMAPI Voice Logger $5000
– 20 FREE CMAPI Channel licenses (Promotion) $0
– 100 CMAPI Channel licenses 100X $400 = $40000
– 120 All Calls recording seat licenses 120X $100 = $12000
$57000
QM Recording for 20 channels of 120 seats
– 1 CMAPI Voice Logger
$5000
– 20 FREE CMAPI Channel licenses (Promotion)
$0
– QM package – first 80 seats $36800
– Additional 40 QM package seat licenses 40X$460 = $18400
$60200
Insight from Interactions
NICE CMAPI Applications Advantages
Language Support
– Non-English character set
– Apps user interface for Interaction-based / All calls Recording:
– English
– Spanish
– French
– German
– Japanese
– Simplified Chinese
– Apps user interface for Quality Management:
– English
– Spanish
– Japanese
– French (new)
– German (new)
Insight from Interactions
NICE CMAPI Design Considerations
NICE Sales Engineers will provide assistance with design and pricing
NICE will provide a CMAPI Configuration and Pricing Tool for Avaya (for
budgetary quotes)
NICE CMAPI Sales, Pricing, and Integration Guides available on Avaya and
Business Partner Portals
500 channels per capture platform
– Call compression (G.729A) performed on AVAYA Media Gateway
250 channels per capture platform
– Call compression (G.729A) performed on NICE recorder server
– No need for G729A compression to be done by the Media Gateway
– Saves Resources on Avaya VoIP boards (MedPro / IP Media Resource / VoIP Module)
AE Services Quick Quote and Configuration Tool - NICE Systems
All NICE price codes assigned Avaya SAP material codes
Insight from Interactions
CMAPI-BASED
RECORDING
Solution Portfolio
Insight from Interactions
NICE CMAPI-based Recording Solution Portfolio
Uses the proven reliability of the NiceLog architecture
CMAPI is one of several interfaces within the NICE integration
portfolio
Support for all the standard functionality of the NiceCLS integration
and database engine
– CTI Interfaces
– Mixed CMAPI and traditional configurations
– Recording rules
Full support for rules based central archiving (Storage Center)
Screen Recording support
Insight from Interactions
NICE CMAPI-based Recording Modes
Four recording modes available
– Record on Demand (application initiated) Recording
– Selective (rules based) Recording Scheduler
– Quality Management (sampled) Recording
– Recording of All Calls
All Calls Recording can serve for
liability recording
– Be aware that loss of recording may be
caused by servers/network failures
– Resilient CMAPI-based Recording is
recommended
Insight from Interactions
Full NICE Application Suite Supported
Full NICE application suite available
Search and replay
with screen replay support
Insight from Interactions
Enhanced Live Monitor Application
Real time view of agent activity – view based on security profile
Supervisor’s real-time monitoring triggered via the application
Record on demand can be triggered at any time
Insight from Interactions
NICE Web Based Quality Monitoring Suite
Reviewing
and scoring
Insight from Interactions
NICE Web Based Reporting Tools
Reporting
Insight from Interactions
WHEN TO USE
CMAPI-BASED
RECORDING
Insight from Interactions
When To Use The CMAPI Solution
CMAPI solution provides a scalable, flexible recording solution
May not be suitable for all environments
The requirements from the Avaya Communication Manager should be
considered during the design phase
Method QM Recording Cost Effective All Calls Recommended Need to Record Software Only from
Selective Recording for Mission IP Phones NICE
Recordings Critical Recording
CMAPI
(requires a fault
tolerant configuration)
Trunk
(Matrix) (no internal calls) (no internal calls)
Extension &
Passive VoIP (IP-phones only) (no support for (VoIP only)
Loggers encryption)
Service
Observation (DS1)
Insight from Interactions
:
The Winning
Combination
Insight from Interactions
CMAPI or Trunk-Side?
CMAPI is an ideal solution for QM-only
but
It might be that what your customers need is a
Combined CMAPI and Trunk-side solution
Insight from Interactions
Combining CMAPI and Trunk-side
What is it good for?
Recording both External and Internal Calls
– Use trunk-side for external calls
– CMAPI for internal calls
– Lower costs than large-scale pure-CMAPI solution
Replacing tie lines with IP Trunks?
– Use trunk-side loggers for tapping PSTN TDM lines
– Add CMAPI channels for recording calls utilizing the IP trunks
Start with QM, scale to Total+QM
– CMAPI is ideal for QM-only
– 8.9 Trunk-side + CMAPI is ideal for Total+QM
– CMAPI is used for recording internal calls and IP trunks
– Investment protection – you don’t get this with Witness
Insight from Interactions
Business Application
Maximum features and still fully transparent to end users
– Same application suite as with any 8.9 solution - agents work as
usual
– Web applications for Quality Monitoring
Enterprise Solution from the ground up
– Central administration capabilities that reduce management cost
when administrating multiple sites
– Advanced multi site search capabilities allows customers to get a
single unified view of their enterprise
– Centralized QM capabilities with enhanced feature to increase
supervisors efficiency
– Powerful and customizable reporting tool to allow maximum
flexibility
Insight from Interactions
CMAPI & Trunk side the Winning Combination
Flexibility and Scalability provide more options to customers and
protects investment
– Integrated solution for TDM+IP trunks
– Trunk-side recording for TDM trunks
– Complementary recording (internal calls) with CMAPI
– Add CMAPI if you are planning to support IP trunks
– Planning future move from QM-only to Total+QM?
– Start with CMAPI for QM-only
– Add Trunk-side loggers (and possible more CMAPI channels) for
Total+QM
Insight from Interactions
Technical Approach
Robust and resilient solutions
– NICE supports Communication Manager 3.0 ESS (Enterprise Survivable Server)
– Option for full redundancy
– No single point of failure
– No loss of audio
NICE offers a high density solution to reduce TCO
– 500 recording channels per NICE CMAPI Logger
NICE’s Unified platform leverages resources
– Single OS, Single DB , single administration
NICE offers advanced CTI and compound call capabilities to enhance user
experience
– More call details (e.g. business data) , Improving search capabilities
– Improving recording selectivity
Insight from Interactions
NICE CMAPI Advantages
Highest Density
– 500 recording channels per CMAPI NICE Logger
– Improved Resiliency
– Supports Communication Manager 3.0 ESS (Enterprise Survivable Server)
– Integrated solution for TDM+IP trunks
– trunk-side recording for TDM trunks
– complementary recording with CMAPI
Survivability
– Fully redundant solution option
– No single point of failure
– No loss of audio or call information
Insight from Interactions
Q &
Insight from Interactions
A
THANK YOU
www.nice.com
Insight from Interactions
