Nortel Quality MonitoringQuick Tips for Evaluations GuideProduct Release 6.01 Standard 3.0 September 2007297-2183-805

quick tips for evaluations guide

revision history

Getting Started

About this guide

how to get help

Software and documentation version numbering

Quick tips for evaluation

Introduction

Adding a header field

Answer schemes

Exporting and importing a form

Dynamic sections

Defining header/section relationships

Nortel Quality Monitoring Reference Manual

getting help through a nortel distributor or reseller

Server Specifications

Nortel Contact Recording IP Recorder

Nortel Contact Recording TDM Recorder

Quality Monitoring with Co-Resident Call Record Card

Nortel Quality Monitoring Co-Resident

Nortel Quality Monitoring Only

Nortel Database / Viewer / Archive Server

Nortel Archive

Quality Monitoring

Intended audience

getting help from the nortel web site

Benefits of Nortel Quality Monitoring

Nomenclature and Hardware

Nortel Quality Monitoring implementation

Server Configuration

Nortel Quality Monitoring Server as a service

Running in Console Mode

Shutting down the system

Server executables

Server software architecture

Server.ini

Process.ini

Voice.ini

Voice channel distribution

Database Structure

Database Server function

Nortel Quality Monitoring internal database structure

Database relationships

Index

release notes

Release Notes

Critical procedures and recommendations

Available documents

System requirements

Fixed issues

Limitations in Release 6.01

Known issues and workarounds

Upgrading to Nortel Quality Monitoring 6.01

Upgrading the Nortel Quality Monitoring database via dbutil32.exe

Problem resolution

Graphs and Reports

Overview

Agents on a Question graph and report

Group Detail graph and report

Group Detail (Consolidation) graph and report

Group Summary graph and report

Group Summary (Consolidation) graph and report

Multi-groups on Each Question graph and report

Multi-groups on Each Section graph and report

Trend Over Time graph and report

Activity graph and report

quick reference guide

Quick reference

Logging on

Nortel Quality Monitoring Client Window

Using the Media Player Toolbar

Using the Play Time Toolbar

Adding or Removing Application Icons

Selecting a Display from the Location Drop-down Menu

Working with Display Columns

Live Monitoring

Replaying Recorded Calls

Using the Stop Watch

Exporting Calls

Exporting Calls Via E-Mail

Using Find

Using Filters

Creating a Filter

Using a Previously Created Filter

Using Date Limit

Copying and Moving Calls from Journal Files to Call Buckets

Copying and Moving Calls from Call Buckets to Journal Files

The Scheduler Utility

Creating a Schedule

Filling Out an Evaluation Form

Logging Off

installation guide

Installation Overview

Nortel Quality Monitoring Overview

System Requirements

client requirements

Component Co-residency

Installation Prerequisite Checklist

Installation Procedures

Nortel Quality Monitoring Server Installation

Nortel Quality Monitoring Server Overview

Before You Begin the Installation

Installing the Server Software

Creating the Nortel Quality Monitoring Database

Final Steps for the Nortel Quality Monitoring Server Setup

Upgrading to Release 6.01

Nortel Quality Monitoring Client Installation

Nortel Quality Monitoring Client Overview

Installing the Client Software

Populating the Database

Nortel Quality Monitoring Agent Installation

Nortel Quality Monitoring Agent Overview

Installing the Agent Software

Making Configuration Changes after Installation

Verifying the Installation

Basic test procedures

Troubleshooting Tips

Quality Monitoring in a Citrix Environment

Setting up the Quality Monitoring Client

Setting Up the Nortel Quality Monitoring Agent

Checking the Quality Monitoring Server Settings

quality monitoring in a citrix environment

Setting the Citrix Application Security Policy

Problems and Resolutions

Silent Agent Installation

Properties for Configuration

feature list

Quality Monitoring FAQs

Notification System

Feature Description

installation and configuration


Contents quick tips for evaluations guide revision history Table Of Contents Getting Started About this guide how to get help Software and documentation version numbering Quick tips for evaluation Introduction Adding a header field Answer schemes Exporting and importing a form Dynamic sections Defining header/section relationships	Nortel Quality MonitoringQuick Tips for Evaluations GuideProduct Release 6.01 Standard 3.0 September 2007297-2183-805 Next / 22