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Agent Assessment / Record on Demand
LAN based or Standalone
Agent Assessment can be run standalone or shared over TCP/IP LAN.
Database
AQM includes a packaged version of Microsoft SQL server suitable for small to medium sized systems. Customers may wish to upgrade at additional cost to the full version of Microsoft SQL Server 7.0 if:
- Agent Assessment is used in systems with > 100 agent positions
- Agent Assessment is used in systems with > 4 concurrent supervisor licenses
- Rules Recording application controls > 16 recorder channels
Minimum recommended server specification
- IBM compatible PC with a PIII 600MHz processor, or equivalent
- 256Mb RAM
- SVGA display with minimum resolution of 1024 by 768
- CD ROM drive for software installation
- Hard Disk:
500Mb for application including database
1Mb/minute for saved assessed recordings anywhere on the network - Windows NT 4.0 Server with service pack 5 or greater
- Internet Explorer 4 Service Pack 2 or greater
- Windows sound system for playback if required
Minimum recommended client specification (supervisor PC)
- BM compatible PC with a P200 processor, or equivalent
- 128Mb RAM
- SVGA display with minimum resolution of 1024 by 768
- CD ROM drive for software installation
- Hard Disk
10Mb for application
18Mb max for prerequisites e.g. MDAC - Windows 95, 98, NT 4.0 SP 5 or 2000
- Internet Explorer 4 Service Pack 2 or greater
- Windows sound system compatible sound card and speakers
Rules Recording
Technical Profile same as Agent Assessment
Global Recording Configuration
The recorder shall be connected to each extension and supports a Mirra or Wordnet recording system. The Rules Recording application simply identifies each recording captured for quality assessment as defined by the scheduler.
Dynamic Recording Configuration
The recorder is connected to a pool of dedicated supervisor extensions and dynamically records each agent using the service observe / silent monitor feature of the ACD as defined by the recording schedule. This configuration is currently supported in a Nortel Meridian 1 or Avaya Definity environment.
Nortel Meridian
- 16 ports (channels) per PCI card
- VoiceBridge Card*: VB2009
- Phone Model: 2616
- Switch software: Release 15 or greater
Avaya Definity
- 16 ports (channels) per PCI card
- VoiceBridge Card*: VB2009
- Phone Model: 8434
- Switch software: G3 V3 or greater
Voicebridge Cards
- Each VoiceBridge card requires a PCI slot in the server
- Each VoiceBridge card supports 16 ports (channels)
- Maximum of 6 cards can be installed in a single system
- Each VoiceBridge port is connected to a dedicated digital supervisor extension
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