Compatible Product Testing Configuration and Details for NICE Perform by NICE Systems Limited with Communication Server 1000 E/M


The following observations where noted during the testing. These observations are current design for the NicePefrom 3.1 Voice Recorder System:

- For "pickup" calls the Nice Business Analyzer - NBA displays the "Direction" as "outgoing instead of "Incomming"

- A restart of the VOIP logger Server or services is required after a LAN failure/recovery to ensure that any subsequent calls are recorded correctly. The Trunk logger does not require a restart after a LAN Failure.

- MARP/MADN functionality is not supported. See Test Analyssis report 7.1.21

- A restart of the VOIP Logger Server or services is required when adding a new phoneset DN or Position ID.

- In certain scenaris the Nice NBA will display the call duration as greater than the length of the recorded call. For example in LAN failures where the NICE Interactive server is not affected by the Nice Logger server is affected, the Nice Interactive server can recieve the CTI events to detail the full length of a call, but the logger may only record the call duration up to the time the Logger was disconnected from the network

Only one testcase was marked as failed during the audit. TC7.5.3 Supervised Calls - Supervisor transfers an Agent to a customer. The testcase only failed as part of the Trunk testing. This test scenariois worked for DMS and VOIP recording: In this scenario when the supervisor completes the transfer of the call to connect the agent to the customer the call is not recorded. The test scenairo worked for DMS and VOIP recording. In this scenario when the supervisor completes the transfer of the call to connect the agent to the customer the call is not recorded. Investigation was carried out by the Nortel and NICE design teams

Root cause is due to the fact that the Supervisor is not monitored and therefore the Nice Servers do not recieve any CTI events about the transfer to Customer. This is design intent on the PBX. An agreed workaround by Nice is to monitor the Supervisor which results in the relevant trunk information being sent to the NICE servers during the call transfer and therefore the call recorded.

>Back to first page of Compatible Product certificate

Compatible Product Disclaimer
Nortel Compatible Product designation is intended to convey interop applicability only, and not market availability by region or country. Contact NICE Systems Limited directly for market availability of the Compatible Product in your area.

The Developer Product listed is verified in a laboratory environment as compatible with the indicated Nortel Product for a term of one (1) year from the date the Compatibility Test Audit was successfully completed as indicated above, until the Developer issues a new version of such Developer Product that incorporates new features or functionality or until Nortel issues a new version of such Nortel Product that incorporates new features or functionality, whichever occurs first. NORTEL MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE DEVELOPER PRODUCT OR THE NORTEL PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, NORTEL HEREBY EXPRESSLY DISCLAIMS ANY AND ALL REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY NATURE WHATSOEVER AS TO THE DEVELOPER PRODUCT AND THE NORTEL PRODUCT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE AND NORTEL FURTHER SHALL HAVE NO LIABILITY TO DEVELOPER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE OF COMPATIBILITY. Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.