Cisco Phone Users

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8.9NICE Applications for Cisco IP Phones

User's Manual

385A0410-01 Rev

March 2


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All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved.

This product is covered by one or more of the following US patents:

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o

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Contents

NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1

5

Contents

1Introducing NICE Applications for Cisco IP Phones 7

Overview of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Using Cisco IP Phone Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Special Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Quick Reference of Cisco IP Phone Services . . . . . . . . . . . . . . . . . . . . . . . 11

Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2Using Cisco IP Phone Services 13

Using Email Last Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Using Last Calls Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Using Start Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Using Tag Last Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3 Administrating Your NICE Applications 23

Defining Email Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Preparing the Tag Last Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26


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Chapter 1: Introducing NICE Applications for Cisco IP Phones


7

1

Introducing NICE Applications for Cisco IPPhones

Now you can record, playback, and email your most recent calls right from your Cisco IP phone.

Using NICE applications and Cisco IP Phone services, these options are quickly available. Calls of

particular interest can be tagged for future reference in your NiceLog system.

Contents

Overview of this Manual ..................................................................................................8

Getting Started..................................................................................................................8

Using Cisco IP Phone Services ...................................................................................9

Quick Reference of Cisco IP Phone Services............................................................11

Limitations.......................................................................................................................12

Related Publications ......................................................................................................12

NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration,

The Email Last Calls service is not available.

The Last Calls Playback service makes available for playback the most recent callsto and from the extension. These may or may not belong to the current agent.

Each time a call is played back via the Last Calls Playback service, a new call isgenerated. The start and end time of the new call are the times that playback

occurred and its telephone numbers reflect the extensions used for playback, not

the original times or extensions. This new call will appear in the list of calls the next

time that the Last Calls Playback list is displayed.


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8Chapter 1: Introducing NICE Applications for Cisco IP Phones


Overview of this Manual

3

Overview of this Manual

This manual is divided into three sections:

Introducing NICE Applications for Cisco IP Phones - Provides a general overview of theCisco IP Phone and all NICE Applications for Cisco IP Phone services.

Using Cisco IP Phone Services - Provides detailed step-by-step instructions for each service.

Administrating Your NICE Applications - Provides administrative procedures necessary foryour System Administrator using NICE Administrator.

Getting Started

The figure below shows a sample Cisco IP Phone. Only those areas that are referred to in this

manual are labeled. For complete instructions on how to use your Cisco IP Phone consult the

manual you received when you purchased your equipment.

Figure 1-1 Cisco IP Phone

NOTE Some models might vary slightly from the picture shown.

LCD Screen

Handset

Soft Keys

Navigation Button

Dial Pad

ServicesButton


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Getting Started

Using Cisco IP Phone Services

Services and options are displayed on your Cisco IP Phone LCD screen.

To access NICE Services on your Cisco IP Phone:

Press the Services button.

The currently available services are displayed on your LCD screen. To the left of each service

is a selection number.

Figure 1-2 Cisco IP Phone LCD Screen - NICE Services

To select a service/option from your LCD screen:

1. Press the Navigation button to select a service and then press the Select soft key.

-or-

On the Dial Pad, press the Selection Numberdisplayed for the service on the LCD screen.

2. At any time, you can press the Exit soft key to return to the previous view.

NOTE Start Recording is available only in a non-Total Recording environment.

TIP Selection numbers on the LCD screen are assigned according to available

services/options. They vary between systems and users according to user

access. Adding a service/option can rearrange the existing selection numbers.Always check the number on the LCD screen before pressing the Dial Pad.

Selection Number


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Getting Started

Special Call Types

Before using your NICE applications, you should be aware of special considerations for specific

types of calls. Transferand Conference calls are described below. The behavior of these calls is

described with each service in the relevant sections ofUsing Cisco IP Phone Services onpage 13.

This behavior is dependant on the database and switch configurations and might vary from one site

to another .

A transfer call is when an agent answers a call and then transfers the calling party to adifferent agent. The original agent disconnects and is not a party to the remaining call. The

call always includes only two parties.

A conference call is when an agent answers a call and then calls another agent, includingthem in the call. The original agent does not disconnect and the call now includes three

parties, two of whom are agents using NICE applications on two separate Cisco IP phones.

NOTE Each agent can only apply services to the segment(s) of a call in which they

participated.


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Getting Started

Quick Reference of Cisco IP Phone Services

The table below provides an overview of each available service. For more details, refer to the

relevant section ofUsing Cisco IP Phone Services onpage 13.








TIP To access NICE Services using your Cisco IP Phone, press the Services button.

Service What it does Tips

Email Last

Calls

Queries* the most recent calls made

from/to this extension and displays call

details on your LCD screen. You then

select one call to send as a .wavfile to

one or all members of your group.

Groups are defined using NICE

Administrator.

All emails are sent from one central

email address.

Last Calls

Playback

Queries* the most recent calls made

from/to this extension and displays

them on your LCD screen. You then

select one call to be heard on yourhandset.

After selecting a call, it can be emailed

from this Service.

Start

Recording

Starts recording the call in progress.

Stops recording when the call is

complete. Call is tagged as ROD

(Recording on Demand).

For use in a non-Total Recording

environment.

Tag Last

Call

Attaches a custom tag to a call. Tags are defined using NICE

Administrator and can be used to

identify calls in other applications, such

as NICE Query and NiceUniverse

Evaluator.

Press at any time during a call to

attach a tag to the call. To change the

tag, repeat the process. Only the final

tag will be attached to the call.

* Query is done according to telephone extension. The range of time searched and the

number of calls returned are determined by system defaults.


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Limitations

Limitations

The following limitations exist when using NICE Services on you Cisco IP Phone:

Screens cannot be recorded.

On a multi-line telephone, NICE Services will operate only on the primary extension.

In a Cisco IPCC Enterprise Edition site with a free-seating configuration,


The Last Calls Playback service makes available for playback the most recent calls to andfrom the extension. These may or may not belong to the current agent.

Each time a call is played back via the Last Calls Playback service, a new call is generated.The start and end time of the new call are the times that playback occurred and its

telephone numbers reflect the extensions used for playback, not the original times or

extensions. This new call will appear in the list of calls the next time that the Last Calls

Playback list is displayed.

Related Publications

NICE Applications for Cisco IP Phones Installation Manual- Provides instructions forinstalling and configuring NICE applications on your Cisco IP Phone. Includes instructions

for creating a tags list and email groups using NICE Administrator.

NICE Administrators Manual- Provides complete instructions for using NICEAdministrator.

NiceLog Workstation Applications Installation Guide - Provides instructions for installingNiceLog workstation applications, including NICE Administrator.


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Chapter 2: Using Cisco IP Phone Services


13

2

Using Cisco IP Phone Services

This section describes, in detail, how to use NICE applications on your Cisco IP Phone.

Contents

Using Email Last Calls ...................................................................................................14

Using Last Calls Playback.............................................................................................16

Using Start Recording....................................................................................................18

Using Tag Last Call.........................................................................................................20


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14Chapter 2: Using Cisco IP Phone Services


Using Email Last Calls

3


Email Last Calls lets you email one of your most recent calls (in .wav format) to other members

of your group. Groups are defined in the NiceLog system using NICE Administrator. Emails can

be sent to either members of your group one at a time or to all your groups members at once. To

define email groups, see Defining Email Groups onpage 24.

All emails are sent from one central email address defined during system installation.

The list below describes the behavior of the Email Last Calls service in special situations. For

descriptions of these situations, see Special Call Types onpage 10.

To email a call:

1. From your LCD screen, select Email Last Calls.

Your most recent calls are displayed on the LCD screen.

Figure 2-1 Cisco IP Phone LCD Screen - Email Calls

The following information appears for each call:

The phone numberof the other party to the call. For internal calls, the number of the

extension appears.

The start time and date of the call.

2. Select a call.

All the members of your group are displayed on the LCD screen.

NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Email Last

Calls service is not available.

Transfer calls You can email only the segment of the call that you participated in.

Conference calls You can email only the segments of the call that you participated in.You can email the segments of the call between yourself and either

party, but not the segments between the two other parties.

Phone numberof the other party Start time and

date of call


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Figure 2-2 Cisco IP Phone LCD Screen - Mailing List

3. Select All or select one member of your group. You cannot select more than one groupmember at a time.

A list of subjects is displayed on the LCD screen. The subject you choose appears in the

subject field of the email.

Figure 2-3 Cisco IP Phone LCD Screen - Subjects List

4. Select a subject from the list.

The call is automatically emailed to the selected user(s).

Figure 2-4 Cisco IP Phone LCD Screen - Email

NOTE You do not see the actual email before it is sent. The email appears in the Sent

folder of your system email.

Select a subjectto appear onyour email


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Using Last Calls Playback


Last Calls Playback lets you listen to a saved call on your telephone handset. Previous calls

made to and from your extension are displayed on your LCD screen. The range of time searched

and the number of calls available is defined during system installation. To determine your

playback settings, consult your System Administrator.

The list below describes the behavior of the Last Calls Playback service in special situations. For


To playback a call to your handset:

1. From your LCD screen, select Last Calls Playback.

Your most recent calls are displayed on the LCD screen.

Figure 2-5 Cisco IP Phone LCD Screen - Calls








Transfer calls You can playback only the segment of the call that you participatedin.

Conference calls You can playback only the segments of the call that youparticipated in, but not the segments between the two other parties.

NOTE The list of calls includes all calls that occurred. Some might not have been

recorded but will appear in this list. You will not be able to playback calls that were

not recorded.


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The Dialed In number. This is the number that the called dialed to reach the agent.

The start time and date of the call.

2. Select a call.

NICE Query Call Details are displayed on the LCD screen.

Figure 2-6 Cisco IP Phone LCD Screen - NICE Query Call Details


3. When your telephone rings, lift the handset and listen to the call.

Start The time and date that the call began.

End The time and date that the call ended.

Other Party The telephone number of the other party to the call. For internal calls, thenumber of the extension appears.

Dialed In This is the number that the called dialed to reach the agent.

TIP To send the call using the Email service, press the Email soft key and proceed

from Step 3 on page 15.

Email cannotbe sent in a Cisco IPCC Enterprise Edition site with a free-seating

configuration.


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Using Start Recording


Start Recording lets you record a call that would not otherwise be recorded and tags it as ROD

(Recording on Demand). Recording begins from the time that Start Recording is initiated and not

from the beginning of the call.

In a non-Total Recording environment, where only some calls are selected for recording, use

Start Recording to ensure that all required calls are recorded. Recorded calls are tagged as ROD.

See Figure 2-7.

The list below describes the behavior of the Start Recording service in special situations. Fordescriptions of these situations, see Special Call Types onpage 10.

Figure 2-7 shows the ROD tag in a sample NiceUniverse Evaluator window, in a non-Total

Recording environment and in a Total Recording environment.

IMPORTANT Start Recording is for use in a non-Total Recording environment.

IMPORTANT Recording stops at the end of the call. To record the next call, you must

implement Start Recording again.

NOTE In a Total Recording environment, where all calls are being recorded, using Start

Recording adds an ROD tag to the call. See Figure 2-7.

Transfer calls Applies to the segment of the call that you are participating in.Recording does not continue after the call is transferred to another

agent. Each agent must initiate Start Recording to record their own

part of the call.

Conference calls Applies to the segments of the call that you participated in, but notto the segments between the two other parties. Each agent must

initiate Start Recording to record their own part of the call.


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Figure 2-7 NiceUniverse Evaluator window - Recording Initiator

To start recording a call:

From your LCD screen, select Start Recording.

Recording begins and continues until the call is terminated.

Figure 2-8 Cisco IP Phone LCD Screen - NICE ROD

TIP If the message appearing is Failed instead ofOK, you are out of recording

resources. Consult your System Administrator.

ROD Total Recording + ROD


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Using Tag Last Call

Using Tag Last Call

The Tag Last Call service lets you attach a tag to the active call. A call is considered the active

call the entire time it is in progress, and until another call takes place on the same extension.

Tags are used in other NICE applications, such as NiceUniverse Evaluator and NICE Query, to

locate and identify calls. Tags must be predefined using the List Manager in NICE Administrator.

To define a tags list, seePreparing the Tag Last Call Service on page 26.

The list below describes the behavior of the Tag Last Call service in special situations. For


Figure 2-9 shows the call tags displayed in a sample NiceUniverse Evaluator window.

Figure 2-9 NiceUniverse Evaluator window - Call Tags

To tag a call:

1. During the active call, from your LCD screen, select Tag Last Call.

All tags in the CiscoPhones tags list are displayed on the LCD screen.

EXAMPLE: Call A takes place between 1:10 and 1:20. Call B begins at 1:30. Until 1:29:59, call A

is considered the active call and Tag Last Call tags call A. At 1:30, call B becomes the activecall.

Transfer calls Applies to the segment of the call that you are participating in.Each agent must tag their own part of the call.

Conference calls Applies to the segments of the call that you participated in, but notto the segments between the two other parties. Each agent must tag

their own part of the call separately.

TIP Only one tag can be attached per call.

To remove a tag from an active call, select the tag again, this will toggle it off.

Call Tags


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Using Tag Last Call

Figure 2-10 Cisco IP Phone LCD Screen - Tag Values

2. Select a tag.

The call is saved with the selected tag.

Figure 2-11 Cisco IP Phone LCD Screen - NICE Call Tagging


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Chapter 3: Administrating Your NICE Applications


23

3

Administrating Your NICE Applications

This section provides procedures for use by the System Administrator. The System Administrator

must have access to the NICE Administrator application.

The following services require NICE Administrator tasks:

Email Last Calls

Tag Last Call

Contents

Defining Email Groups ...................................................................................................24

Preparing the Tag Last Call Service..............................................................................26

NOTE The contents of this section appear in the NICE Applications for Cisco IP Phones

Installation Manual.


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24Chapter 3: Administrating Your NICE Applications


Defining Email Groups

3


The Email Last Calls service lets you email a call (in .wav format) to either one member of your

group or to all your groups members. Groups are created and defined using NICE Administrator.

This is a two-step process:

1. Define users in the NiceLog system. Each user is assigned a telephone extension. Thisnumber is used by the Cisco IP Phone to identify email groups.

2. Define a group in the NiceLog system with the predefined users as its members.

Users and groups can be added and redefined at any time. Each time a change is made, the

NiceCLS server must be restarted in order for the changes to take effect.

This procedure is provided for quick reference. For complete instructions, refer to theNICE

Administrators Manual.

To define email groups using NICE Administrator:

1. On a NICE workstation, open NICE Administrator.

Figure 3-1 NICE Administrator - New User

2. For each new user:

a. From the toolbar, clickNEW and select User.

NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Email Last

Calls service is not available.

NOTE You can add members to a group for emailing purposes who are not Cisco IP

Phone users, but who appear in the NiceLog system.


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b. Complete the information on the left-hand side of the General tab. (First name, etc.)

c. MarkMake user an agent and complete the following information:

d. On the toolbar, clickSave.

3. For each email group:

a. From the toolbar, clickNEW and select Users Group.

The New User Members tab appears.

Figure 3-2 NICE Administrator - New Group

b. In the Name field, type a name for the group.

c. From the list of users on the left, select one or more users and clickMembers.

d. From the toolbar, clickSave.

4. Restart your NiceCLS server for these changes to take effect.

TIP The user name appears on the Cisco IP Phone LCD when sending email.

It does not have to be identical to the user name assigned in the Cisco CallManager.

The phones email group is determined by the Extension number assigned in the

next step.

CLS Server Select your NiceCLS server.

Extension Type the users telephone extension number. This extension numberwill be used by the Cisco IP Phone to identify email groups.

Switch ID Type the identification number of the switchconnected to yourNiceCLS Server.


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Preparing the Tag Last Call Service


The Tag Last Call service lets you attach a tag to a call. Tags are used by other NICE applications,

such as NICE Query and NiceUniverse Evaluator, to locate and identify calls. A sample

NiceUniverse Evaluator window with call tags is shown in Figure 2-9 onpage 20.

Before using the Tag Last Call service, tags must be predefined using the List Manager in NICE

Administrator. The following procedure is provided for quick reference. For complete instructions,

refer to theNICE Administrators Manual.

Instructions for using the Tag Last Calls service can be found on Using Last Calls Playback

onpage 16.

To create a list of tags for the Tag Last Call service:

1. Open the NICE Administratorapplication.

2. From the System menu, select Edit Lists.

The Edit Data Lists window appears.

Figure 3-3 NICE Administrator - Edit Data Lists Window

3. ClickAdd. The List Name field appears.

4. In the List Name field, type CiscoPhones, or choose a different name.

5. ClickSubmit.

The List Items for CiscoPhones window appears.

IMPORTANT The name of this list must be identical to the name entered in the Tags list

field of the NICE Cisco Phone Applications Configuration window. Refer to

the NICE Applications for Cisco IP Phones Installation Manual.


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Figure 3-4 NICE Administrator - List Items for CiscoPhones Window

6. For each new tag:

a. ClickAdd. The List Item field appears.

b. In the List Item field, type a tag.

c. ClickSubmit.

7. ClickSave and then clickClose.

Documents

Cisco Phone Users