Cisco Phone Users

NICE Applications for Cisco IP Phones User's Manual
8.9
March 2004
385A0410-01 Rev. A1
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. 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: 5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025
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Contents
1
Introducing 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
2
Using 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
Contents NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1
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1
Introducing NICE Applications for Cisco IP Phones
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.
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 calls
to 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 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.
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
Chapter 1: Introducing NICE Applications for Cisco IP Phones NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1
Overview of this Manual
Overview of this Manual

This manual is divided into three sections:
3 Introducing NICE Applications for Cisco IP Phones - Provides a general overview of the Cisco 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 for your 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
LCD Screen
Handset
Soft Keys
Services Button
Navigation Button Dial Pad
NOTE
Some models might vary slightly from the picture shown.

Chapter 1: Introducing NICE Applications for Cisco IP Phones 8
NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1
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
Selection Number
NOTE
Start Recording is available only in a non-Total Recording environment.
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 Number displayed for the service on the LCD screen.
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.
2.
At any time, you can press the Exit soft key to return to the previous view.
Getting Started
Special Call Types

Before using your NICE applications, you should be aware of special considerations for specific types of calls. Transfer and Conference calls are described below. The behavior of these calls is described with each service in the relevant sections of Using Cisco IP Phone Services on page 13. This behavior is dependant on the database and switch configurations and might vary from one site to another .
NOTE Each agent can only apply services to the segment(s) of a call in which they participated.
A transfer call is when an agent answers a call and then transfers the calling party to a different 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, including them 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.
10
Getting Started
Quick Reference of Cisco IP Phone Services

The Email Last Calls service is not available. The Last Calls Playback service makes available for playback the most recent calls
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.
The table below provides an overview of each available service. For more details, refer to the relevant section of Using Cisco IP Phone Services on page 13.
TIP To access NICE Services using your Cisco IP Phone, press the Services button.
Service Email Last Calls
What it does 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 .wav file to one or all members of your group. 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 your handset. Starts recording the call in progress. Stops recording when the call is complete. Call is tagged as ROD (Recording on Demand). Attaches a custom tag to a call.
Tips Groups are defined using NICE Administrator. All emails are sent from one central email address. After selecting a call, it can be emailed from this Service.
Last Calls Playback
Start Recording
For use in a non-Total Recording environment.
Tag Last 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.
Chapter 1: Introducing NICE Applications for Cisco IP Phones NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1 11
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 Email Last Calls service is not available. The Last Calls Playback service makes available for playback the most recent calls to 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 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 for installing 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 NICE Administrator. NiceLog Workstation Applications Installation Guide - Provides instructions for installing NiceLog workstation applications, including NICE Administrator.
12
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
Chapter 2: Using Cisco IP Phone Services NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1
13
Using Email Last Calls

NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Email Last 3 Calls service is not available.
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 on page 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 on page 10.
Transfer calls Conference calls
You can email only the segment of the call that you participated in. 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.
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
Phone number of the other party
Start time and date of call
The following information appears for each call:
The phone number of 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.
14
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 group member 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
Select a subject to appear on your email
4.
Select a subject from the list. The call is automatically emailed to the selected user(s).
NOTE You do not see the actual email before it is sent. The email appears in the Sent folder of your system email.
Cisco IP Phone LCD Screen - Email
Figure 2-4
15
Using Last Calls Playback

The Last Calls Playback service makes available for playback the most recent calls
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. 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 descriptions of these situations, see Special Call Types on page 10.
You can playback only the segment of the call that you participated in. You can playback only the segments of the call that you participated in, but not the segments between the two other parties.
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.
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.
Cisco IP Phone LCD Screen - Calls
Figure 2-5

Chapter 2: Using Cisco IP Phone Services NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1 16
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
Start End
The time and date that the call began. The time and date that the call ended. number of the extension appears.
Other Party The telephone number of the other party to the call. For internal calls, the Dialed In
3. This is the number that the called dialed to reach the agent.
When your telephone rings, lift the handset and listen to the call.
TIP To send the call using the Email service, press the Email soft key and proceed from Step 3 on page 15. Email cannot be sent in a Cisco IPCC Enterprise Edition site with a free-seating configuration.
17
Using Start Recording

IMPORTANT Start Recording is for use in a non-Total Recording environment.
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. 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.
The list below describes the behavior of the Start Recording service in special situations. For descriptions of these situations, see Special Call Types on page 10.
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. Applies to the segments of the call that you participated in, but not to the segments between the two other parties. Each agent must initiate Start Recording to record their own part of the call.
Conference calls
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.
18
Figure 2-7
NiceUniverse Evaluator window - Recording Initiator
ROD
Total Recording + ROD
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 of OK, you are out of recording resources. Consult your System Administrator.
19
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.
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 active call. 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, see Preparing the Tag Last Call Service on page 26. The list below describes the behavior of the Tag Last Call service in special situations. For descriptions of these situations, see Special Call Types on page 10.
Applies to the segment of the call that you are participating in. Each agent must tag their own part of the call. Applies to the segments of the call that you participated in, but not to 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.
Figure 2-9 shows the call tags displayed in a sample NiceUniverse Evaluator window.
Figure 2-9 NiceUniverse Evaluator window - Call Tags
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.
20
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
21
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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

The contents of this section appear in the NICE Applications for Cisco IP Phones Installation Manual.
NOTE
Contents
Defining Email Groups ................................................................................................... 24 Preparing the Tag Last Call Service.............................................................................. 26
Chapter 3: Administrating Your NICE Applications NICE Applications for Cisco IP Phones Users Manual V8.9 Rev. A1
23
Defining Email Groups

NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Email Last 3 Calls service is not available.
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. 2. Define users in the NiceLog system. Each user is assigned a telephone extension. This number is used by the Cisco IP Phone to identify email groups. Define a group in the NiceLog system with the predefined users as its members.
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.
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 the NICE 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, click NEW and select User.
Chapter 3: Administrating Your NICE Applications 24
b. Complete the information on the left-hand side of the General tab. (First name, etc.) 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. c. Mark Make user an agent and complete the following information:
CLS Server Extension Switch ID
Select your NiceCLS server. Type the users telephone extension number. This extension number will be used by the Cisco IP Phone to identify email groups. Type the identification number of the switch connected to your NiceCLS Server.
d. On the toolbar, click Save.
3.
For each email group:

a. From the toolbar, click NEW 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 click Members. d. From the toolbar, click Save.
4.
Restart your NiceCLS server for these changes to take effect.

Chapter 3: Administrating Your NICE Applications 25
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 on page 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 the NICE Administrators Manual. Instructions for using the Tag Last Calls service can be found on Using Last Calls Playback on page 16.
To create a list of tags for the Tag Last Call service:
1. 2.
Open the NICE Administrator application. From the System menu, select Edit Lists. The Edit Data Lists window appears.
Figure 3-3 NICE Administrator - Edit Data Lists Window
3. 4.
Click Add. The List Name field appears. In the List Name field, type CiscoPhones, or choose a different name.
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.
5.
Click Submit. The List Items for CiscoPhones window appears.
26
Figure 3-4
NICE Administrator - List Items for CiscoPhones Window
6.
For each new tag:

a. Click Add. The List Item field appears. b. In the List Item field, type a tag. c. Click Submit.
7.
Click Save and then click Close.
27

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NICE Applications for Cisco IP Phones User's Manual

This page is left intentionally blank for double-sided printing.

Overview of this Manual

Overview of this Manual

Navigation Button Dial Pad

Some models might vary slightly from the picture shown.

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

Using Cisco IP Phone Services

To access NICE Services on your Cisco IP Phone:

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

To select a service/option from your LCD screen:

Special Call Types

Quick Reference of Cisco IP Phone Services

Service Email Last Calls

Last Calls Playback

For use in a non-Total Recording environment.

Tag Last Call

Using Email Last Calls

Using Email Last Calls

Transfer calls Conference calls

Phone number of the other party

Start time and date of call

The following information appears for each call:

The start time and date of the call.

Using Email Last Calls

Cisco IP Phone LCD Screen - Mailing List

Select a subject to appear on your email

Using Last Calls Playback

Using Last Calls Playback

Transfer calls Conference calls

To playback a call to your handset:

The following information appears for each call:

Using Last Calls Playback

The following information appears for each call:

Using Start Recording

Using Start Recording

Using Start Recording

NiceUniverse Evaluator window - Recording Initiator

Total Recording + ROD

To start recording a call:

Using Tag Last Call

Using Tag Last Call

Transfer calls Conference calls

Using Tag Last Call

Cisco IP Phone LCD Screen - Tag Values

Select a tag. The call is saved with the selected tag.

This page is left intentionally blank for double-sided printing.

Email Last Calls Tag Last Call

Defining Email Groups

Defining Email Groups

To define email groups using NICE Administrator:

On a NICE workstation, open NICE Administrator.

For each new user:

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

Defining Email Groups

CLS Server Extension Switch ID

d. On the toolbar, click Save.

For each email group:

The New User Members tab appears.

Restart your NiceCLS server for these changes to take effect.

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

Preparing the Tag Last Call Service

Preparing the Tag Last Call Service