nice cmapi for avaya moscow3

1Insight from Interactions

INSIGHT

FROM

INTERACTIONS

www.nice.com

NICE

RECORDING

SOLUTIONS

FOR AVAYA

Presented by:

Stephen Wright

July 2005

www.nice.com


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


The NICE

Recording

Portfolio


Traditional Recording Environments - Introduction

Three methods of recording• Tapping the Trunks (Total and Matrix)• Tapping the extensions• Service Observation


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

ReliabilityRecording continues in event of CTI failure

External Calls OnlyCannot record internal calls

Device IndependentSupports recording of all phone types including encrypted IP phones

Requires NICE HardwareUses proprietary interface cards

RedundancySupports N+1 redundancy


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



Cost EffectiveCan be cost effective for selective recording environments.

External Calls OnlyCannot record internal calls

Device IndependentSupports recording of call phone types including encrypted IP phones


FlexibleConditioned-recording can be used to capture calls based on business rules, for efficient use of the recording channels

No Redundancy:Recording dependant upon CTI, redundancy solution not available


Extension Side Recording

Loggers connect to each recorded extension

Different interfaces depending upon telset type


CTI recommended for enhanced call tagging

N+1 for redundancy


ReliabilityThe most reliable recording method. No dependence on CTI


Internal and External CallsBoth internal and external calls can be recorded

CablingComplex cabling – pair for each telset


Can Be CostlyIf frequent adds, moves, changes


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



Dependant upon LAN Switch and Network ArchitectureRequires LAN switch to support specific port mirroring modes and splitting of voice & data trafficCapturing the audio streams may require adjustments to the network topology

ReliabilityRecording can continue in event of CTI failure

EncryptionEncrypted IP phones cannot be recorded

Software Only OptionCan be provided as a software only recorder



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


Cost EffectiveA cost effective solution for recording a few calls selectively

Selective & Interaction-based OnlyOften not appropriate for Total (Compliance) Recording

FlexibleConditioned-recording can be used to capture calls based on business rules, for efficient use of the recording channels.


Device IndependentCan support recording of all phone types, including encrypted IP phones

Requires Avaya HardwareAdditional DS1 cards required on Avaya Media Gateways

Can Work alongside Trunk SideCan be used with trunk side recording to record certain internal calls

No Redundancy:Recording dependant upon CTI, redundancy solution not available


NICE CMAPI-BASED RECORDING


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


NICE CMAPI based solution

Recording based on observation throughCMAPI emulated softphones

Full compatibility with 8.9 NICE applications:– Query, Monitor, Admin

– Web applications for quality monitoring & reporting

– Screen recording

– Storage Center

– 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

Media Gateway

Media Server

LAN

Analog/Digital Phones

AES: Avaya CMAPI& CTIServer

NICE Recording

System

IP Phones


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


Resilient CMAPI-based Recording

Integrated system with mirrored components

No single point of failure

No loss of audio

Dual voice capture unit– Each call is recorded by both units

Dual calls databases– Database synchronization

Centralized storage– Each call stored only once

– Optional – storage redundancy

Centralized administration

Requires twice as many resources (two conference resources per call)

Consult-conference feature blocked (relevant mainly for Contact Centers)

Media Gateway

Media Server

LAN

AES (CMAPI& CTI)

Voice Capture

& DB

Phones

NICEStorage Center

CentralizedStorage

Audio Path

Audio Path

Da

tab

as

eS

yn

ch

ron

izati

on


NICE CMAPI support for ESS in CM 3.0

Media Gateway

Media ServerLAN

Media Gateway

Main Site

Remote Site A

Remote Site B

Analog/Digital Phones

Avaya CMAPI& CTIServer

NICE Recording

System

WAN

IP Phones

IP Phones

IP Phones

ESS – Enterprise Survivable Server, to be deployed in remote sites

ESS – allows for continuous telephony service during WAN failure

NICE Recording System

ESS Media Server

AES


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


CMAPI based recording – Advantages & Disadvantages


Device IndependentSupports recording of all phone types including encrypted IP phones

CMAPI Server DependantRecording dependent upon CMAPI server availability

Software onlyInstalled on certified standard servers

Requires Additional Avaya HardwareThe design of the Avaya Media Gateways must take into consideration the CMAPI-based observation


All Calls Recording CostWhen utilized for all-calls recording, the overall cost of the solution (CMAPI licenses, additional Avaya hardware) is high compared to trunk-side recording

Cost Effective Can be cost effective when recording only a few calls simultaneously, especially when the Media Gateway has spare resources

Fault Tolerance CostA fault tolerant CMAPI configuration may require twice s much resources compared to the basic CMAPI solution

Internal and External CallsBoth internal and external calls can be recorded

Consumes PBX ResourcesReduces number of call participants


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 Selective

Recordings

All Calls Recording

Recommended for Mission

Critical Recording

Need to Record IP Phones

Software Onlyfrom NICE

CMAPI

(requires a fault tolerant

configuration)

Trunk

(Matrix)

(no internal

calls)

(no internal

calls)

Extension & Passive VoIP

Loggers

(IP-phones

only)

(no support for

encryption)

(VoIP only)

ServiceObservation

(DS1)


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


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)


NICE CMAPI

Pricing


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


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


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


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


CMAPI-BASED

RECORDING

Solution Portfolio


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


NICE CMAPI-based Recording Modes

Recording Scheduler

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

– Be aware that loss of recording may be caused by servers/network failures

– Resilient CMAPI-based Recording is recommended


Full NICE Application Suite Supported

Full NICE application suite available

Search and replaywith screen replay support


:

The Winning

Combination


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


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


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


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


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


QA&


THANK YOU

www.nice.com

nice cmapi for avaya moscow3

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