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NICE Systems NiceCLS (Call Logging System) is an optional but important part of the NiceLog Recording System. It provides a means of collecting the details of a large number of calls from a telephone switch and storing the records in a structured database. Any call whose details are stored in the database can be located, and its recorded audio can be played back upon request.
NiceCLS communicates with the telephone switch to collect and log the details of each call handled by the switch. NiceCLS can receive Call Detail Records (CDR) or Station Management Detail Records (SMDR) directly from the switch via a CDR/SMDR port. NiceCLS can also communicate with a telephone switch host directly, via a Computer Telephony Integration (CTI) link, or indirectly via a CTI Server or midway application.
NiceCLS provides a wide range of features to meet the requirements of organizations that perform large volumes of important transactions via the telephone. For modern dealer systems and Contact centres, NiceCLS includes features such as free seating, recording on demand, and selective recording. The NiceCLS flexible and open architecture enhances the power of the NiceLog Recording System. NiceCLS ensures A quick and easy search for, and playback of, recorded audio, call filtering for recording, and an archiving method that makes recorded audio more manageable. NiceCLS operates on a Client-Server basis. Server programs offer call logging services and accept client requests over the network. An executing program on a workstation becomes a client when it sends a request and awaits a response.
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