NN44480-102
Nortel Viewer
User Guide
Product release 7.0
Standard 02.02
November 2009
Nortel Viewer
User Guide
Publication number:
Product release:
Document release:
Date:
NN44480-102
7.0
Standard 02.02
November 2009
Copyright © 2009 Nortel Networks Nortel Networks. All Rights Reserved
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY
OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products
described in this document are subject to change without notice.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
Contents
Getting Started
7
About this guide ................................................................................................ 8
How to get help ................................................................................................. 9
Introduction
11
About Viewer .................................................................................................. 12
Logging In ....................................................................................................... 13
Finding Your Way Around ............................................................................. 14
Server hardening ............................................................................................. 16
Searching for Calls
19
Searching for Calls .......................................................................................... 20
Viewing Search Results .................................................................................. 21
Sorting Calls .................................................................................................... 22
Printing Results ............................................................................................... 23
E-mailing Calls................................................................................................ 24
Replaying Calls
25
Replaying Call Content ................................................................................... 26
Replaying from Removable Media ................................................................. 27
Replay Control Buttons ................................................................................... 28
Call Viewer ..................................................................................................... 29
Calls Recorded on Separate Channels ............................................................. 30
Saving Calls to Disk ........................................................................................ 31
Queries
33
About Queries ................................................................................................. 34
Building a Query ............................................................................................. 35
Sample Queries ............................................................................................... 45
Using the Auditing Tool
47
Audit Overview ............................................................................................... 48
Administration
51
Administration Overview ................................................................................ 52
Viewing Systems Information ......................................................................... 54
Adding, Editing and Deleting a System .......................................................... 56
Capture Platforms............................................................................................ 58
Roles ............................................................................................................... 60
Locations ......................................................................................................... 62
User Restrictions ............................................................................................. 63
Updating User Credentials .............................................................................. 66
Downloading Contacts for Validation ............................................................. 67
Checking Configuration Status ....................................................................... 69
User Guide
5
Using the Configuration Page ......................................................................... 70
Audit Event Log
71
Audit events .................................................................................................... 72
Index
125
Chapter 1
Getting Started
In this chapter
About this guide
8
How to get help
9
User Guide
7
Getting Started
Standard 02.02
About this guide
The Nortel Viewer User Guide describes the Viewer tasks that you may perform on a daily basis,
such as searching for and replaying calls, creating queries, as well as general administration.
Intended audience
This document is for use by Viewer users and System Administrators.
Additional references
The following documents contain additional information that you might find helpful.
8

Nortel TDM Recorder Installation Guide

Nortel TDM Recorder System Infrastructure Guide

Nortel Contact Recording Planning Installation and Administration Guide

Nortel Viewer Installation and Administration Guide

Nortel Viewer Quick Reference Guide
Nortel Viewer
November 2009
Getting Started
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was released. To check for
the latest updates to the Nortel Contact Recording and Quality Monitoring documentation, go to
http://www.nortel.com/documentation and navigate to the Contact Recording suite.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues
with Nortel products. From this site, you can:

download software and related tools

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Support Web site and Nortel Knowledge Base for answers to technical issues

open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical Support Web site, and
you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions
Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code
You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate
support specialist. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
User Guide
9
Getting Started
Standard 02.02
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, you can contact the technical support staff for that distributor or reseller.
10
Nortel Viewer
Chapter 2
Introduction
In this chapter
About Viewer
12
Logging In
13
Finding Your Way Around
14
User Guide
11
Introduction
Standard 02.02
About Viewer
Viewer is a web-based browser application that you use to find and replay recorded contacts,
such as telephone interactions.
Viewer enables you to:
12

Search the calls database for calls you want to replay.

Tailor your search to use any date and time range.

Search using other variables such as extension number, agent name.

Search quickly using shortcuts.

View and sort your search results.

Replay calls from your search results.

Use Microsoft Media Player to listen to calls.

Control call replay with easy to use control buttons.

Identify if the audio file is tampered with.
Nortel Viewer
November 2009
Introduction
Logging In
To start Viewer:
1
Open Internet Explorer.
2
Enter the address of the application in the format:
http://<theviewerserver>/nortel
Replace <theviewerserver> with the actual name or IP address of your Viewer server.
3
Press Enter.

If Integrated Windows Authentication is enabled then the authentication box will not appear.
The main Viewer window will be displayed.

If your system has not been configured to use Integrated Windows Authentication then you
must log on to the application. Go to the next step.

If you have not been added to the application portal roles, you will not be able to log in to
viewer at all. Contact your system administrator.
4
Enter the same User Name and Password you use to log on to your network in the log in
dialog.
The Viewer application will display a splash screen before starting. If you have been assigned
administrative rights, the Administration tab is displayed. Otherwise, the Viewer tab is
displayed.
User Guide
13
Introduction
Standard 02.02
Finding Your Way Around
The Viewer tab includes of the following elements:

Shortcuts

Queries

Results

Call Viewer
Shortcuts
The Shortcuts pane displays icons, which are shortcuts to pre-defined queries.
These are useful for quickly running standard queries. You will not necessarily have a shortcut
icon for every query, perhaps just for those queries you use most frequently.
To execute a query that has a shortcut, simply click the shortcut icon once, and calls matching the
search criteria will be returned.
Authorized query builders will also see a row of buttons displayed above the shortcuts panel.
These buttons are used to create and edit queries.
Queries
The Queries pane lists all the pre-defined queries that are available to you. To execute a query
click its description once. If specific information, such as a date range, is required for the query, a
prompt requesting the information will be displayed.
Calls matching the defined criteria will be displayed in the Results pane.
Results
Whenever you search for calls, the results are displayed in the Results pane.
14
Nortel Viewer
November 2009
Introduction
The Results pane is divided into two tabbed pages:


Summary page — Lists basic information for all calls returned by the search. The
information returned depends on the fields specified in the query used for the search. You
can change the data displayed by editing the query used. See “Building a Query” on page 35
for additional information.
Details page — Displays full details for an individual call. To view this page you must
select a specific call from your search results.
There is a 10-page limit on the query Results page.
Call Viewer
The Call Viewer pane is displayed directly beneath the Results pane.
It is made up of the following elements:


User Guide
Energy Envelope — The energy envelope displays the waveform of the call that is being
replayed. This is a visual representation of the voice, and it may show both the caller and the
call recipient.
Call Control buttons — Buttons that enable you to control the replay of a call, allowing
you to play, stop and pause a call as well as adjust the volume.
15
Introduction
Standard 02.02
Server hardening
This section provides guidelines for hardening the servers on which you plan to deploy the Nortel
TDM Recorder and Viewer components. The following table lists the Windows services and
indicates whether each is required for the TDM Recorder or Viewer installation.
Required Windows Services for Recorder installation
16
Required Windows service
Viewer
TDM Recorder
Automatic Updates
Yes
Yes
Background Intelligent Transfer Service
Yes
Yes
COM+ Event System
Yes
No
COM+ System Application
Yes
No
Computer Browser
Yes
Yes
Cryptographic Services
Yes
Yes
DHCP Client
Yes
Yes
Distributed Transaction Coordinator
Yes
Yes
DNS Client
Yes
Yes
Event Log
Yes
Yes
HTTP SSL
Yes
Yes
IIS Admin Service
Yes
No
IPSEC Services
Yes
Yes
Logical Disk Manager
Yes
Yes
Logical Disk Manager Administrative Service Yes
Yes
Net Logon
Yes
Yes
Network Connections
Yes
Yes
Network Location Awareness (NLA)
Yes
Yes
NT LM Security Support Provider
Yes
Yes
Performance Logs and Alerts
Yes
Yes
Plug and Play
Yes
Yes
Protected Storage
Yes
Yes
Remote Procedure Call (RPC)
Yes
Yes
Nortel Viewer
November 2009
Introduction
Required Windows service
Viewer
TDM Recorder
Remote Registry
Yes
Yes
Removable Storage
Yes
Yes
Secondary Logon
No
Yes
Security Accounts Manager
Yes
Yes
Server
Yes
Yes
System Event Notification
Yes
Yes
Task Scheduler
Yes
No
TCP/IP NetBIOS Helper
Yes
Yes
Terminal Services
Yes
Yes
Virtual Disk Service
Yes
Yes
Windows Audio
Yes
Yes
Windows Installer (only required to be
manual)
Yes
Yes
Windows Management Instrumentation
Yes
Yes
Windows Management Instrumentation Driver Yes
Extensions
Yes
Windows Time
Yes
Yes
WMI Performance Adapter
Yes
Yes
Workstation
Yes
Yes
World Wide Web Publishing Service
Yes
No
Nortel has certified installation, upgrade and operation of the Recording Subsystem on Servers
with the following Windows services disabled. These services are not required during installation
or upgrade.
Windows services not required for Recorder installation
Windows services not required
User Guide
Alerter
Application Layer Gateway Service
Application Management
ClipBook
Distributed File System
Distributed Link Tracking Client
Distributed Link Tracking Server
Error Reporting Service
17
Introduction
Standard 02.02
Windows services not required
18
File Replication
Help and Support
Human Interface Device Access
IMAPI CD-Burning COM Service
Indexing Service
Internet Connection Firewall (ICF) / ICS
Intersite Messaging
Kerberos Key Distribution Center
License Logging
Messenger
Microsoft Software Shadow Copy
Provider
NetMeeting Remote Desktop Sharing
Network DDE
Network DDE DSDM
Portable Media Serial Number Service
Print Spooler
Remote Access Auto Connection
Manager
Remote Access Connection Manager
Remote Desktop Help Session Manager
Remote Procedure Call (RPC) Locator
Resultant Set of Policy Provider
Routing and Remote Access
Shell Hardware Detection
Smart Card
Special Administration Console Helper
Telephony
Telnet
Terminal Services Session Directory
Themes
Uninterruptible Power Supply
Upload Manager
Volume Shadow Copy
WebClient
Windows Image Acquisition (WIA)
WinHTTP Web Proxy Auto-Discovery
Service
Wireless Configuration
Nortel Viewer
Chapter 3
Searching for Calls
In this chapter
Searching for Calls
20
Viewing Search Results
21
Sorting Calls
22
Printing Results
23
E-mailing Calls
24
User Guide
19
Searching for Calls
Standard 02.02
Searching for Calls
Before you can replay calls, you must search the calls database for the calls that you want to
replay. You can search for calls using either of the following methods:


20
Run a query — The queries available to you will appear in the queries panel.
Execute a shortcut — If there is a shortcut for the query you want to run, click the shortcut
icon in the shortcuts panel.
Nortel Viewer
November 2009
Searching for Calls
Viewing Search Results
Search results are displayed in the Results pane. The Results pane is divided into two tabbed
pages, one showing summary details of the calls listed and the other giving full details for an
individual contact.
Calls returned by the search are listed on the Summary page. For each call the same information
is displayed in selected fields, allowing you to compare calls at a glance.
The Details page shows all the properties of an individual call. To view full call details:
1
On the Summary page, find the call you are interested in.
2
Click the call once to select it, then click the Details tab.
There is a 10-page limit on the query results page.
User Guide
21
Searching for Calls
Standard 02.02
Sorting Calls
You can sort the calls displayed in the Results pane by column heading.
To sort calls:
1
Move the cursor to the column heading you want to use as the sorting criterion.
The cursor will change to a hand symbol to indicate you can sort by that column.
2
22
When you see the hand symbol, click once to sort in ascending order; click again to sort in
descending order.
Nortel Viewer
November 2009
Searching for Calls
Printing Results
You can print your search result list or the details of an individual call.
Note: You must have a printer attached (locally or via a network) to use this feature.
To print the results of the search:
1
Ensure you are displaying the view you want to print.
2
Click the printer icon at the upper right of the Results pane.
A new window, which displays what will be printed, opens.
3
To print these results from this window, expand the File menu and click the Print option.
4
Set the printer details.
5
Click OK to print the contents.
6
Close the window.
The results will be printed on the specified printer.
User Guide
23
Searching for Calls
Standard 02.02
E-mailing Calls
You may be assigned the right to send calls over e-mail. If so, there will be an envelope icon at
the upper right of the Results pane.
Note: You must have an e-mail client such as Microsoft Outlook installed on the current machine
to use this feature.
Use the following procedure to send a call by e-mail.
1
From the search results list, click the call you want to send.
2
Click the e-mail icon.
A new e-mail window will open, containing the URL of the selected call and the information
from the Details tab.
3
24
Edit the Subject, select the recipients, add text to the body of the message, then send as
you would any other e-mail message.
Nortel Viewer
Chapter 4
Replaying Calls
In this chapter
Replaying Call Content
26
Call Viewer
29
Calls Recorded on Separate Channels
30
Saving Calls to Disk
31
User Guide
25
Replaying Calls
Standard 02.02
Replaying Call Content
After searching for calls, you can replay individual calls from your search results.
To replay a call:
1
Search for the call you want to replay (see “Searching for Calls” on page 20).
2
When the call is listed in the Results panel, do one of the following:

Move your cursor over the list of calls in the Summary page until your chosen call is
highlighted. Double-click the call to start playing. This will also display the details page
for this call.

In the Summary page, click the speaker icon next to the call you wish to play.

With the call highlighted, click the play button.
3
When you click play, as soon as data from the call is available, it will start playing. While the
call is playing, you can see the voice patterns represented in a waveform, as peaks and
troughs, in the energy envelope.
4
There may be times you select a call and it is not available for immediate replay as it is
stored on a different type of media. A message will be displayed on your screen warning you
of this. See Replaying from Removable Media that follows for instructions or contact your
system administrator who will locate the call and make it available for replay.
You can use call control buttons to play, pause and stop a call, and to adjust the volume. When
the call has finished it will appear in the Summary page with a pale highlight.
26
Nortel Viewer
November 2009
Replaying Calls
Replaying from Removable Media
Some calls that are listed in your search results may be older calls. The recorded audio files of
these older calls may have been moved to long term storage on a network drive or on removable
media such as DAT tape or DVD. Any calls stored on a network drive will replay as usual
without any additional action. If, however, your calls are stored on tape or DVD, you may receive
a warning message when attempting to replay a call.
If you see the message, you need to:
1
Eject the current tape/DVD from the drive. (This is the current recording tape/DVD.)
2
Find the tape/DVD indicated in the message.
3
Insert the tape/DVD into the drive.
4
Play the call again. If you have inserted the correct tape or DVD, the call will replay.
5
Once you have replayed the calls you need, eject the tape/DVD.
6
Insert the recording tape/DVD (ejected in step 1) back into the drive.
User Guide
27
Replaying Calls
Standard 02.02
Replay Control Buttons
Use the standard replay control buttons at the bottom of the Call Viewer pane to control call
replay.
Play
Click to play the selected call.
Pause
Click to stop a call replay in progress. Click Play to start replay
from the point at which the replay was paused.
Stop
Click to stop the replay and reset the vertical progress bar.
Mute
Click to mute the sound of the replay. Click again to turn mute
off.
Volume
Use the slider bar (on the left on the left of the control) to set the
volume level.
28
Nortel Viewer
November 2009
Replaying Calls
Call Viewer
The Call Viewer pane is displayed directly below the Results pane. It enables you to view and
control the replay of a call.
The Call Viewer is made up of the following elements:

Energy Envelope

Time information

Replay Control Buttons
Energy Envelope
The Energy Envelope displays a graphical representation of the call, the waveform. It enables
you to identify areas of interest or concern, for example, periods of silence, talking loudly, two
people talking over each other, and so on.
Depending on the caller's network type, the waveform may be more than one color. The colors
represent the different speaking voices, with one speaker's voice displayed in front of the other.
You can use the slider situated above the energy envelope to move the call along and skip through
parts of the call. A corresponding vertical black line appears within the call waveform to indicate
the current listening location.
Time information
Viewer displays information about a call's duration to the left of the replay control buttons. It
indicates three times when possible:

How much of the call has elapsed

The overall length of the call

The time the call replay started
The first two times appear together using the format <time elapsed>/<total time>. The last
setting — the time you started replaying the call — appears to the right of the other times. All
times display as hh:mm:ss.
Replay Control Buttons
Use the standard replay control buttons at the bottom of the Call Viewer pane to control call
replay.
User Guide
29
Replaying Calls
Standard 02.02
Calls Recorded on Separate Channels
If your system records calls over the Internet, using voice over IP (VoIP) technology, the call may
be recorded on two separate channels: one for the caller and one for the recipients' voices. You
will see each speaker represented in a different color on the call viewer. This enables you to view
the interaction of the voices, highlighting areas of concern, for example, both callers speaking at
once.
Where the voices are displayed separately like this, the following additional features are
available in the call viewer:
30

A vertical slider appears on the left of the energy envelope. Use this slider to change the way
the waveforms for the caller or recipient's voices are displayed. Move the slider up and you
will see one speaker's voice pattern moves behind the other. Move it down and this will be
reversed. Position it centrally and you will see both voice patterns superimposed on each
other. You can use this button at any time, including during replay of the call.

Tabs below the energy envelope also appear when a VoIP call is being replayed. These tabs
control the appearance of the call as for the vertical slider, above, but without any gradual
adjustment. Click one of the tabs and the waveform for that speaker will be brought to the
forefront, and the vertical slider will move to the position it was last set to. Click the other
tab and that speaker's voice will come to the front.
Nortel Viewer
November 2009
Replaying Calls
Saving Calls to Disk
You may be assigned the right to save call audio to disk as a .wav file. Once saved, the file may
be sent as an e-mail attachment.
To save a call to disk:
1
Select the call from the Results pane.
2
Right-click anywhere within the Energy Envelope.
3
Select Save Target As from the shortcut menu.
4
Select the folder you wish to save the file to.
5
Give the file a name, for example call1.wav, and click Save.
Note: You may need to configure your Internet Explorer options to enable ActiveX downloads.
User Guide
31
Replaying Calls
32
Standard 02.02
Nortel Viewer
Chapter 5
Queries
In this chapter
About Queries
34
Building a Query
35
Sample Queries
45
User Guide
33
Queries
Standard 02.02
About Queries
A query is a set of specific instructions for extracting contacts matching specified criteria; for
example, a query may search for the last 10 calls that were recorded, or all queries made on the
day the query is run.
A pre-defined query means you can run a search with one mouse click without needing to enter
search parameters each time.
Some queries may prompt you for information required by a search parameter, such as a date
range.
Note: To create and edit queries, using the query wizard, you must be a user with Viewer and
Build Query rights.
34
Nortel Viewer
November 2009
Queries
Building a Query
Users with the role of Query Builder can create new queries for use by other users. Queries are
created using a combination of the query toolbar buttons and the query wizard.
Building a query involves the steps listed below.
1
Click the New Query button on the query toolbar. The query wizard opens.
2
Follow the query wizard instructions. At the end of the wizard process, click Finish. The
query appears in your Draft queries folder.
3
Test your query to ensure it works and returns calls according to your search criteria.
4
When ready to release your query, click it once to highlight it, then click the Release Query
button. The query may then be assigned to the appropriate role, making it available for use
by every user in that role.
Query Toolbar
The query toolbar features the following buttons.
Button
Description
New Query: Starts the creation of a new query, bringing up the query wizard.
Copy Query: Copies the query that is currently highlighted. You may then edit it
to meet your requirements.
Delete Query: Deletes the query that is currently highlighted.
Edit Query: Click to edit the query that is highlighted.
Release Query: When you are happy that your draft query is complete and works,
you release the query by clicking this button.
If you need a reminder of what any of the buttons do, move the cursor over the button to view a
tool tip for that button .
User Guide
35
Queries
Standard 02.02
Query Wizard
The query wizard appears when you build a new query or edit an existing one. The wizard guides
you through the steps required to create or edit a query.
1
Select a query template. There should be at least one template. This is the template created
using EyrBSQueryTemplateGenerator.exe. For detailed instructions for creating the query
template, please see the Nortel Viewer Installation and Configuration Guide.
You must select a template that the new query is to be based on. This determines the fields
that are available when setting filter restrictions in the next step.
2
Set filters. Set a filter against a field to restrict the calls that are returned by the search
query.
Example
To retrieve all calls in a particular date range, but only those equal to or longer than 15
minutes in duration, you would set filters on fields as in the example below.
Start Date: in range 2009-01-01,2009-01-31
Duration: at least 15 minutes
See Filter Fields, Operators, and Data Types for details about setting filters.
3
Select the fields to appear. All fields relating to a call are listed here. You can choose to
display any or all of them in the Summary and Details pages.
For example, you may want the Summary page to provide just basic information such as
call start date and duration, and for the Details page to include many more fields. To select
fields for display in the results pane, select the appropriate check box.
4
Determine the order in which the fields will be displayed by using the arrow buttons to move
the fields up and down the list.
5
Sort the returned data. Use the arrow buttons to change the order of the fields and specify
which field is sorted first. Select the sort order from the drop-down list. The fields you have
selected in the previous step are listed, and you can change the order in which they are
displayed by using the arrow buttons to move the fields up and down the list.
6
Select languages. Select the languages you expect the query to be run in. This enables
localization of the field names displayed in the results.
7
Enter localized data. Give the query an appropriate Name and Description. (Do not include
spaces in your query name.) On this page of the wizard, you can also rename the fields you
selected for your query for the purposes of display within the results panel.
Example: Digits might make more sense to users if it were displayed as Dialed Number. If
you have customized tagging enabled and use the user-defined fields, Spare1-Spare7, to
display the values, it is here that you indicate the field’s use.
Example: If you have set it up to tag the call with a ticket number from a CRM application,
you can rename Spare6 to Ticket Number. For Nortel Contact Recording, if you have
Recording Type, Activity Code, or Skillset configured, those values will be placed in the
fields, Spare2-Spare4.
See “Filter Fields” for more information about the user-defined fields.
36
8
Select a query icon. Select an icon to represent your query. This will be used as the shortcut
icon.
9
Specify the maximum number of calls to be returned by the search. This is recommended if
your search is likely to return a large number of calls. The system maximum is 1000.
Nortel Viewer
November 2009
Queries
To add your own query icons for selection here, copy them to the images/shortcuts folder, which
can be found in the location where the application is installed.
Filter fields
The filter fields that are available in the Query Wizard depend on the View that was used to build
the query that is the basis for this new query. Each field corresponds to call tagging information
that is stored with each call recorded. Some tagging is standard; other fields contain customized
tagging information. The following table lists and describes some common filter fields.
Field
Definition
Frequently
used for
queries
Started At
The date and time that the call record was created.
No
Item Modified
Date
The date that a change was made to a call record. Item
refers to the database record, not the actual recording.
No
Channel
TN or recording channel usually used for trunk side
recordings. This field can help to identify a bad channel.
No
FormatId
Shows type of data recorded or audio CODEC used for
recording.
No
INum
Each recording is allocated a serial number (6 digits) that No
corresponds to the serial number of the recorder. The next
9 digits are the serial number of the call. This allows you
to identify or track the recorder platform and the
individual call recorder that recorded the call.
Next INum
Sometimes used to stitch call segments together when
calls are passed from one agent to another.
PrevINum
User Guide
No
Call Party
Data in this field depends on the direction of the call. For Limited
an Inbound call, it may hold the CLID of the call. For an
Outbound call, it may hold the position ID or the DN or
the Agent ID.
First Party
This data may be generated when a call is transferred from Limited
one agent to another. Search & Replay (ViewerX) uses
these fields more often than Contact Viewer.
Other Party
See First Party.
Agent
AgentID is NOT EQUAL to LogonID. This field contains Yes
the AgentID followed by the Agent Queue in brackets and
could contain many agents if more than one is on the call.
Service
May show the ACD queue number.
Limited
Limited
37
Queries
Standard 02.02
Frequently
used for
queries
Field
Definition
CallID
This is a Unique Call Identifier generated by the PBX.
This number may be reused within a 24-hour period.
Direction
This field shows whether a call was Inbound or Outbound. Limited
This filter is often part of a multiple criteria search such as
"all inbound calls between 2 and 4 pm."
Owner
This is the Position ID.
Spare 1 to 7
These are User Defined Fields (UDF) that can be used to Limited
tag the call with data from other sources, such as a ticket
number from a CRM application. You could also use a
Custom Adaptor to relate fields to a data index or to track
any additional data that an agent might enter during a call.
For example, you could cross reference the position id of
the agent's phone with the DN of the telephone.
Limited
Limited
For Nortel Contact Recording, if you have Recording
Type, Activity Code, or Skillset configured, the following
fields are used by default:
38

Spare1 Not used in Nortel

Spare2 Recording Type (Will use the local translation
of resource "rectype.emergency" or "rectype.mct" for
calls recorded via these special features. Blank for
others.)

Spare3 Activity Code (Shown where provided,
otherwise blank.)

Spare4 Skill Set (Shows text on CS1000 systems.)
Original INum
This field may be used when trying to "call stitch" with a No
previously recorded segment.
Length
This is the number of seconds from the duration times 8k. No
Source Type
Shows the type of recorder platform call is coming from No
IP or TDM. This field is only relevant if there are multiple
recorders.
UID
INum repeated.
No
End Date
Item modified date.
No
Item Modified
Date Time
The time that a change was made to a call record. Item
refers to the database record, not the actual recording.
No
Nortel Viewer
November 2009
Queries
Data Types
When setting filters in the Query wizard, you are likely to enter different data types for different
field values. For some fields you may enter text, for others a date or a number.
The different data types are as follows:

Boolean

Date

Date Functions

Numeric

String
Boolean
Boolean data types contain true/false values, for example on/off, yes/no.
Date
Date and time is expressed as follows:
YYYY-MM-DD[THH:[MM:[SS]]]
For example, to enter a date of December 31, 2008 at 1:20 pm, you would type:
2008-12-31T13:20
Hours, minutes and seconds are all optional - a simple date would be 2008-12-31. You can
specify a default date that can be changed by the user if required. This is done by selecting the
User can change value check box when setting the filter.
Date Functions
You can include date functions in a query that denote a date value that is relative to the time the
query is executed.
For example, you can create a query that always searches for contacts occurring within the last
week, without the need to edit the query or enter new date values every time you run it.
Numeric
Numerical values, for example dialed digits.
String
String values contain text, for example people's names.
User Guide
39
Queries
Standard 02.02
Operators
When defining a query, the query wizard prompts you to set filters on the fields you are
searching on. Operators are used to help define these filters.
A commonly used operator is Equal To, used to restrict the search to calls where a field has a
specific value. For more details see the list below.
Not all operators will be available for use with every field. For example, you will not find the At
least operator for use with a string field. The following available operators are as follows:

Equal To

At Least

At Most

Not Equal To

In Range

Containing

Can Be Any From List

Must Be one From List
Equal To
Use this operator to search for calls with a specific value for that field.
Data Type: String, numeric, boolean
Example
All calls where the caller name field is equal to Peter Smith:
Field
Operator
Value
INUM
Equal To
123456789012345
If using "equals" for a query filter, the value of the field specified on the right side of the equation
must match exactly the form/format shown in the same field in the Viewer.
At Least
Use where you want a specify a minimum value for a field.
If you are entering a date/time value, the format is as follows:
Data Type: numeric, dateTime
Example
All calls where duration of call is equal to or greater than 60 seconds:
40
Nortel Viewer
November 2009
Queries
Field
Operator
Value
Call Duration
At Least
60
At Most
Use where you want to specify a maximum value for a field.
Data Type: numeric, dateTime
Example
All calls where duration of call is equal to or less than 10 minutes (expressed as seconds):
Field
Operator
Value
Call Duration
At Most
36000
Not Equal To
Use to exclude specific field values.
Data Type: string, numeric, boolean
Example
All calls except those made by agent Peter Smith:
Field
Operator
Value
Agent
Not Equal to
Peter Smith
In Range
Specifies a range of values for a field. This is suitable for numeric and date fields. When
specifying a range, you separate the high and low values using a comma. This operator is
inclusive.
Data Type: numeric, dateTime
Example
You want to search for calls in a particular date range:
User Guide
Field
Operator
Value
Start Date
In Range
2008-10-01,2008-10-31
41
Queries
Standard 02.02
This search will return calls where the Start Date is between October 1 2008 and October 31
2008, inclusive.
Containing
Use to search for a value within a field. Suitable for string fields.
Data Type: string
Example
All calls made by agents named Pete:
Field
Operator
Value
Agent
Containing
Pete
This query will return calls made by Pete, Peter, Peter Smith, Peter Jones, and so on.
You may use wildcards with this operator, specifying just part of the value required.
The wild card options are as follows:

* or % to mean any number of characters - example is Davi*, which would match Davis,
Davies, Davison.

? to mean only one occurrence of a character - example is Sm?th, which would match
Smith, Smyth.
Data Type: string
Example
All calls where the agent name is similar to Susan:
Field
Operator
Value
Caller name
Like
Su*
This search will return calls made by agents with the name Susan, Sue, Suzanne, Suzie, and so
on.
Can Be Any From List
You can specify a list of values, and calls containing any of those values will be returned.
Data Type: string, numeric
Example
Calls made by any of the specified agents:
42
Nortel Viewer
November 2009
Queries
This query will return calls made by any of the agents listed.
Must Be one From List
Specify a list of values for a field. When running the query, the user will be prompted to pick
from these values, stating which one they would like to search on.
You can control what the users see in this list by prefixing the value with a display value
followed by a colon. This label will be presented to the user when selecting from the drop down
list. See example, below.
Data Type: string, numeric
Example
The same query is run regularly, but searches on a different agent each time. Rather than create a
separate query for each agent, you simply list the agents to select from each time the query is run:
Field
Operator
Value
Agent
Must be one from list
Jill:Jill Collins, Pete:Peter
Smith, Heather:Heather
Mills, Mark:Mark Brown
When you run this query you will be prompted to select which of these agents you wish to search
on. Using labels ensures they will be presented with a drop-down list containing the following
values: Jill, Pete, Heather, Mark.
User Guide
43
Queries
Standard 02.02
Shortcuts
A shortcut provides a way of executing a search with one mouse click.
You can create a shortcut when you define a query using the query wizard. The last panel of the
wizard prompts you to select an icon for the query you are creating.
The selected icon will be displayed in the Shortcuts pane on the Viewer tab once the query is
released. See “Releasing a Query” on page 40 for details.
Releasing a Query
The queries that you create are draft queries and only available to you. You can release finalized
queries for use by others on the system.
To release a query:
1
Highlight the query name in the list of Draft Queries.
2
Click the Release Query button
3
When prompted to confirm the command, click OK.
.
The query is removed from the list.
4
Navigate to the Administration tab.
5
Expand the Roles node.
6
Under Viewer Users > Applications > Viewer, select Queries.
The right pane displays a list of queries for release.
7
Click in the Selected box next to each query to release.
8
Click in the Display as Shortcut box to have the icon associated with that query shown in
the Shortcuts area of the Viewer tab.
9
Click the Apply button to release the selected queries.
The name of each released query is listed in the appropriate Location node of the Queries pane
of the Viewer tab. In addition, if the option was selected, the shortcut for each released query is
displayed in the Shortcuts area of the Viewer tab.
44
Nortel Viewer
November 2009
Queries
Sample Queries
The following queries are relative to the time at which the query is executed:

Today's Calls

Calls by Agent

Calls by a Specific Agent
Today’s Calls
This query searches for all calls made on the day the query is run. To create this query, follow the
instructions below.
1
Before you start, read “Query Wizard” on page 36, and ensure you are familiar with the
different steps involved in creating a new query.
2
Click the New Query button.
a. Select the template you want to base your query on.
b. Specify the filter for the Start date/time field.
3
From the Operator drop-down list, select At least. In the Value field enter {Today()}.
4
Complete the remaining steps as per your requirements.
5
Click Finish to save the query to your Draft Queries folder, where you can run it to ensure it
produces the expected results.
Using Dynamic Date Ranges
When creating a query which searches based on StartedAt, it is often helpful to auto-populate
the date range using a dynamic date range, since a static date range, such as 2008-08-01, 200808-15, can become obsolete.
For a StartedAt filter of {Today()},{Today(+1)}, Viewer will auto-populate the date range with
Today as the oldest call and tomorrow as the newest call to display. {Today(-14)},{Today()} will
auto populate Viewer’s StartedAt filter with 2 weeks ago as the oldest call and today as the
newest to display.
User Guide
45
Queries
Standard 02.02
Calls by Agent
You can create a query that searches for calls made by specific agents, using the operator Can be
any from list. This query will return calls made by agents in your list. For example if you wish to
search for all calls made by a team of four people, use this operator and list the agents in that
team.
To create this query, follow the instructions below.
1
Before you start, read the “Query Wizard” on page 32, and ensure you are familiar with the
different steps involved in creating a new query.
2
Click the New Query button.
a. Select the template you want to base your query on.
b. Specify the filter for the Agent field.
3
From the Operator drop-down list, select Can be any from list. In the Value field enter the
list of agents, separating each one with a comma. An example would be:
Jill,Peter,Heather,Mark
4
Complete the remaining steps as per your requirements.
5
Click Finish to save the query to your Draft Queries folder, where you can run it to ensure it
produces the expected results.
Calls by a Specific Agent
If you wish to run the same query separately for each agent within a team, this query will help
you to do that more efficiently using the operator Must be one from list.
When running this query you will be prompted to select the agent you want to search on, running
the same query each time.
1
Before you start, read the “Query Wizard” on page 32, and ensure you are familiar with the
different steps involved in creating a new query.
2
Click the New Query button.
a. Select the template you want to base your query on.
b. Specify the filter for the Agent field.
46
3
From the Operator drop-down list, select Must be one from list. In the Value field enter the
list of agents, separating each one with a comma. An example would be:
Jill,Peter,Heather,Mark
4
Select User can change value for this field before moving on to the next step.
5
Complete the remaining steps as per your requirements.
6
Click Finish to save the query to your Draft Queries folder, where you can run it to ensure it
produces the expected results.
Nortel Viewer
Chapter 6
Using the Auditing Tool
In this chapter
Audit Overview
User Guide
48
47
Using the Auditing Tool
Standard 02.02
Audit Overview
The Audit tab is available for system administration purposes. You can use it to list the
messages, warnings and alarms associated with all Viewer activities drawn from the internal
Audit database.
You can use the Audit tab for a range of activities from tracking who performed what activities
on the system to tracing user requests for calls stored offline. When a user attempts to replay a
call that is stored offline, you can use the information on the Audit tab to locate the storage
details of the call.
You can add more events to the audit tab by adding log.level=debug to the
retriever.properties file, which is located in the Properties folder of the Viewer install directory.
This may be helpful when troubleshooting issues. Note that you will need to restart the Tomcat
service for the change to the file to take effect; this will not affect recording.
The following sections describe how to use the audit application:
48

Audit Queries

Results

Event Details
Nortel Viewer
November 2009
Using the Auditing Tool
Audit Queries
There are a number of standard queries available with the Audit application. Each audit query
returns details on events matching the query criteria. For example, the All Events Today query
returns a list of every event that occurred for the current date only. Some queries enable you to
refine your criteria, for example by specifying a date range or type of event.
The following queries are available:




All Events Today — Returns data on all events occurring on the day the query is run.
User in Period — Returns data on events occurring for a specific date/time range and a
particular user, both of which are specified by you. When you run this query you will be
prompted to specify the date/time range and the login name of the user you want to view
events for.
Event type in period — Returns data on particular events occurring within a specified date/
time range. When you run this query you will be prompted to specify the date/time range
and the event that you want to view details for.
Media Offline alerts in the last 2 days — This audit query lists one type of event only Media Offline - for the previous two days.
Results
When you run an audit query the results are displayed in the Results pane. Each event is listed in
the “Summary Tab” on page 49, with an option to view more details for an individual event in the
“Details Tab” on page 50.
Appendix A “Audit events” on page 72 lists and describes events captured in the audit event log.
Summary Tab
The summary tab lists all events returned by the audit query. The data shown is as follows:

Time — Time the event occurred.

Source — The name of the component within the system where the event was raised.

Category — Events are categorized into groups of similar types of events.

Event — A description of the event that occurred.

Machine — The machine used by the person logging the event.

Login Name — The person logged on when the event is raised.
User Guide
49
Using the Auditing Tool
Standard 02.02
Details Tab
To view all the properties of an individual event in the Details tab:
1
Click the event you wish to view details for.
2
Click the Details tab.
The properties are as follows:

Property—Name of the property shown.

Value—Value for this property.
Note: Where there are additional parameters for an event these will also appear, shown as
Parameters 1 to 10.
Event Details
Click the information icon against the relevant event to view Event Details.
The following data is displayed for all events:

Date—The date the event occurred.

Time—The time the event occurred.

IP Address—The IP address for the machine used by the person logging the event.

Entry—Entry number in event log.

User—The user who performed this event.

Source—The name of the component within the system where the event is raised.

Category—Events are categorized into groups of similar types of events.

Event—Description of the event that occurred.

Event ID—Unique identification number for this event.
Certain events may include additional information in the Event Details window.
Click the arrow buttons on the right to cycle through the list of events and display the
corresponding event details.
50
Nortel Viewer
Chapter 7
Administration
In this chapter
Administration Overview
52
Viewing Systems Information
54
Adding, Editing and Deleting a System
56
Capture Platforms
58
Roles
60
Locations
62
User Restrictions
63
Updating User Credentials
66
Downloading Contacts for Validation
67
Checking Configuration Status
69
Using the Configuration Page
70
User Guide
51
Administration
Standard 02.02
Administration Overview
The Administration page contains functions that enable you to maintain security and monitor
levels of usage in the system.
On the Administration page you will find queries to run administration tasks for the following
areas:




52
Systems — Information about defined systems is displayed; you may also add new systems
and edit existing ones here. See “Updating User Credentials” on page 66.
Roles — Existing roles are listed, along with the applications and queries available and the
users allocated to that role. Allows configuration of certain settings. See “Roles” on page
60.
Locations — The locations available are listed, and you may add new locations and edit
existing ones. See “Systems” on page 53.
User Restrictions — Users are listed along with their assigned replay rights.
Nortel Viewer
November 2009
Administration
Systems
Some systems, such as Audit and Licensing, are installed with Viewer. These are required as part
of Viewer standard functionality. However, other systems may be required for different playback
options or use of different Capture Platforms.
The Systems node contains 2 nodes: Systems Info and Capture Platforms.
The Systems Info node displays information for all of the systems at each location and you can
add, edit and delete systems from here.
The systems you may need to add are: Archive, Unify or Integration Service, and Contact
Platform Database.
User Guide
53
Administration
Standard 02.02
Viewing Systems Information
You can view information about the systems added to Viewer by doing one of the following:

Clicking on the Systems info shortcut.

Clicking the Systems node, then Systems Info.
The following information is displayed.
Not every system you add will require the same information, so for some entries, you may see
the text N/A (Not Applicable).
The following table lists systems information types.
Name
Description
System name
Name of the system to be added.
All systems require this entry.
System type
The type of system.
You must select this from the list.
Server
Name of the server where the system is located.
Database
Name of the database used.
URL
It is the location of the access database.
Location
The location of the system.
You must set a location for all systems added.
Systems Details
The following are the systems you can add to Viewer:
Archive
Archive Manager is an optional component of the Recording platform, used to archive recorded
contacts directly onto storage systems, allowing records to be archived and retrieved
electronically via the network.
54
Nortel Viewer
November 2009
Administration
Unify or Integration Service
Unify or Integration Service is an optional middleware server that interfaces between the
telephony switch and the recorders. It uses a pattern matching script to interpret the inputs from
the switch and uses this information along with business rules to control recording and call
tagging.
Contact Platform Database
A Contact Platform Database defines where call records are stored. Each Contact Platform
Database points to an EwareCalls database. Typically you may have different Contact Platform
databases pointing to the same EwareCalls database.
Capture Platforms are different systems that can be used to store calls. They are: TDM Recorder
and Other (Nortel Contact Recording).
However, you only need to add one Capture Platform to the system, then you add the specific
details for that type of capture platform via the Capture Platform node.
User Guide
55
Administration
Standard 02.02
Adding, Editing and Deleting a System
The following sections describe:

Adding a system

Editing a system

Deleting a system
Adding a system
To Add a system, do the following:
1
Open Viewer.
The URL is the server name plus /Nortel, for example:
http://<server name>/Nortel
2
Click the Administration tab.
3
Do one of the following:

Expand the Administration node on the tree, and then expand Systems Info.

Click the Systems Info shortcut.
Any systems already present will be displayed in the table.
4
To add a new system, click Add.
5
A new page is displayed with blank text boxes.
6
Enter a System Name.
Note: Do NOT use a backslash (\) in the system name. The use of this character in the
name is NOT supported.
56
7
Select the System Type from the list. The text boxes available will change, depending on
the type of system you selected, as each system requires different information.
8
Type the required details in the boxes (See “Systems Details” on page 54), then click OK.
9
The Systems Info page will be refreshed and include details of the system you have added.
Nortel Viewer
November 2009
Administration
Editing a system
1
On the Systems Info page, click to highlight the system required, then click Edit. The
details for the system will be displayed.
2
Alter as required, then click OK. The page will be refreshed and display the new details.
Deleting a system
1
On the Systems Info page, click to highlight the system to be deleted, then click Delete.
2
Click OK when prompted to confirm the deletion or Cancel to quit.
3
The page will be refreshed and display the new details.
User Guide
57
Administration
Standard 02.02
Capture Platforms
Viewer may use any of the following Capture Platforms to store calls:

Other Recorder — Select this capture platform when Contact Recording is installed.

TDM Recorder — This is a time division multiplexing (TDM) recording system.
Each occurrence of a Capture Platform must to be added to Viewer via the Administration tab.
Adding Capture Platforms
You can add other Capture Platforms to Viewer via the Administration tab. See “Applications”
on page 61 for more information.
1
Log in (if necessary) to the Viewer application.
2
Click the Administration tab
3
On the Administration page, from the navigation pane, expand the Administration folder,
then expand the Systems folder.
4
Click the Capture Platform folder.
5
In the right hand pane, click Add. The area updates to a configuration details area.
6
Use the links below to view the details to add for each specific Capture Platform.
7
When you have added the configuration details for the Capture Platform, click OK.
Ensure you type in the details of the new Capture Platform correctly, as Viewer will not verify
these details when they are added. You will only be advised that the details are incorrect when
Viewer attempts to retrieve call details from a Capture Platform and is unsuccessful.
Editing Capture Platforms
On the Capture Platform page, click to highlight a Capture Platform, then click Edit. The
details for the Capture Platform will be displayed.
Alter as required, then click OK. The page will be refreshed and display the new details.
Deleting Capture Platforms
On the Capture Platform page, click to highlight a Capture Platform, then click Delete.
Capture Platform Information
When you select the Capture Platform Type that you want to use with Viewer to store calls, you
must specify the following information:

58
Capture Platform Name — Type the name of the capture platform. For TDM platforms,
type the 6-digit serial number.
Nortel Viewer
November 2009




Administration
Machine Name — Type the name of the machine on which the Capture Platform is located.
For TDM, type the IP Address.
Location — Select the location of the Capture Platform from the drop-down list.
Contact Platform Database — Type the name of the calls database with which the Capture
Platform is associated.
Serial Number — Type the 6-digit serial number of the recorder.
Select the remaining options that you need to specify from the following table:
Platform
Entry
Description
TDM Recorder
Content Root
\\<name of machine>\calls.
Where <name of machine> is the name of the
computer on which the \calls share for the recorder
is located.
This entry is required for backward compatibility.
You can leave it as is, but you must always fill in
the Port and URL Path entries.
ContactStore
Other Recorder
User Guide
Port
50100
URL Path
retriever/replay
Adapter IP Address
This address is the IP address of the computer on
which Adapter is installed.
Adapter Port (SQL)
8080
Adapter URL Path
adapter/replay
Port
8080
URL Path
/replay
59
Administration
Standard 02.02
Roles
Within the Administration tree view, the Roles node allows you to view existing security roles,
the queries available to them and the users that belong to each role. You can also define the
desktop appearance of roles.
What is a role?
Typical roles are that of the Administrator, with access to all the administration functions within
an application, and the standard User, with access to user functionality only. You can give
different users different levels of access to an application, allowing only authorized users to
access advanced or confidential areas of an application.
Many users can belong to a role. When you define the attributes of a role, they are applied to
every user who belongs to that role. For example, you may have all your standard users of the
Viewer application in a group called Viewer Users. These users will all inherit the attributes of
the Viewer Users role and share the same level of access to the application.
A user may belong to more than one role. This accommodates users with different access
requirements. For example you may have a standard user who has query building
responsibilities. To fulfill this role, this user will also need access to the Query Builder
functionality.
Basic Role Attributes
When you select a user role in the hierarchy, there are basic attributes you can select for the role:
Allow export of call audio to file. This enables a user to save the audio of a selected file to disk
in a .wav file format. The .wav file may then be sent as an e-mail attachment and replayed with
any media player that recognizes .wav format.
Allow e-mailing of call audio. This enables a user to e-mail a link to a selected call. The
recipient must have Viewer access to replay the call.
Allow Replay via Audio Server. This option is not used with Nortel Contact Recording.
Click in the box next to an attribute to enable it for all users in that role.
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Nortel Viewer
November 2009
Administration
Other functionality
The following functions can also be found within each role, click to expand the text:
Applications
Expand the application node within a role to view all the applications that are available to
members of that role. Each application listed will in turn expand to display the queries that are
available to it.
Note: When adding the Builder application to a role, ensure you also add the Viewer application
to that role, as the Builder functionality can only be accessed from the Viewer application.
Users
To list all users of a role, click the Users branch.
User Guide
61
Administration
Standard 02.02
Locations
A company may have call centers in different buildings and even on different floors within those
buildings. These can all be separated with a different location name, enabling you to direct your
search queries more specifically.
Locations can have their own set of queries. The queries are displayed in the Queries panel; each
location has its own node in the tree view.
To add a new location:
62
1
In the Administration tab, click LocationsInfo under the Locations node.
2
Click Add at the bottom of your screen.
3
Enter a name and description for the new location.
4
Click OK to save or Cancel to exit without saving.
Nortel Viewer
November 2009
Administration
User Restrictions
This section describes the following topics:

About Replay Restrictions

Adding Replay Restrictions

Editing Replay Restrictions

Searching Replay Restrictions

Exporting Users

Importing Users

Deleting Users

Enabling and Disabling Users
About Replay Restrictions
You can define replay restrictions for specific extensions, allowing you to define which
supervisors can replay or live monitor specific extensions in the organization. You can also
import lists of users in .csv (comma separated values) format in addition to exporting them.
Note: The users for which you define replay restrictions are separate from those created on the
Viewer server as described in the Nortel Viewer Installation and Configuration Guide. The
COM+ roles and Viewer query filters determine the calls that users can search for and replay
using Viewer.
To complete the following procedure you must have access rights to the Viewer Replay Rights
Configuration screen by being a member of the Admin Users group with permission to update
replay rights and ensure that the Contact Platform Database is configured in Viewer.
Note: If the user has been configured with sophisticated replay rights via the eWare System
Admin, the Restrictions field for the user will be marked Complex Filter and will not be editable.
Refer to the eWare documentation.
Adding Replay Restrictions
The following procedure describes how to add users and set replay restrictions.
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder.
3
Click Add.
4
Enter the user’s User Name, and a Description of that user. These are required fields.
5
Select the Enabled check box to enable the user.
6
Ignore the Export for Vision Enabled option.
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Standard 02.02
Select the level of replay options for this user:

Cannot Replay Any Recordings — User can’t replay any calls.
Can Replay All Recordings — Allows the user to replay all available recorded calls.


Can Replay Listed Extensions Only — If you select this option, enter the list of
extensions that the user may listen to in the Extension list box. Extensions must be
separated by commas.

Can Replay All Except Listed Extensions — If you select this option, enter the list of
extensions that the user may not listen to in the Extension list box. The user will have
permission to replay all extensions other than those listed here. Extensions must be
separated by commas.
Note: Valid entries for the Extension List field are alphanumeric characters and various special
characters that are part of the ASC character set used to support SIP phones. There is no limit to
the number of extensions you can add to the list box; however, a large number of extensions
(thousands) may impact system performance.
8
Click OK.
Editing Replay Restrictions
To edit replay restrictions:
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder.
3
Click Edit. The Domain, User Name, and a Description fields are disabled.
4
Edit the level of replay options for this user as described in Adding Replay Restrictions.
5
Click OK when done.
Searching Replay Restrictions
You can search for replay restrictions by entering the user name and clicking the search button.
1
In the Search text box, enter the user’s user name. The user name should be case
insensitive.
2
Click Search.
Exporting Users
To export users to a .csv file:
64
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder and select a contact platform database.
3
From the User Restrictions details in the right-hand pane, select one or more users.
4
To select all users, select the check box at the top of the column.
5
Click Export.
6
Save the file when prompted.
Nortel Viewer
November 2009
Administration
Importing Users
You can import users from a .csv file using the following procedure. This process will add new
users and update existing users, but will not remove existing users not included in the imported
list.
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder and select a contact platform database.
3
Click Import.
4
Browse to the location of the .csv file.
5
Click Import.
6
Click OK.
Deleting Users
Use the following procedure to delete one or more users.
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder and select a contact platform database.
3
From the User Restrictions details in the right-hand pane, select one or more users.
To select all users, select the check box at the top of the column.
4
Click Delete.
5
Confirm that you want to delete the user(s).
Enabling and Disabling Users
The enable/disable feature allows you to temporarily suspend a user without deleting the list of
extensions associated with their account.
1
In Viewer, click the Administration tab.
2
Expand the User Restrictions folder and select a contact platform database.
3
From the User Restrictions details in the right-hand pane, select a user.
4
Click Edit.
5
Do one of the following:
6
User Guide

To enable the user, select the Enable check box.

To disable the user, clear the Enable check box.
Click OK.
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Standard 02.02
Updating User Credentials
This feature helps you to change the existing password for security reasons. For example, for
security reasons you may want to prevent users from accessing the existing database, so you
change the existing password.
Use the following procedure to update or change credentials:
1
Navigate to the ComPlus Applications folder. Run WitsBSUserCredentials.exe. This
is usually located in:
C:\Program Files\ComPlus Applications\{A639A196-338F-48E0-B76B-E223C00B5617}
The User Credentials Update application is displayed as shown:
66
2
Select an application from the Application Type drop-down list.
3
Enter the user name that is used to connect to database in the User Name text box.
4
Enter a new password to connect to the database in the Password text box.
5
Re-enter the password for confirmation in the Confirm Password text box.
6
You can:

Click Update to update the new configuration settings.

Click Clear to clear the text boxes.

Click Exit to close the dialog.
Nortel Viewer
November 2009
Administration
Downloading Contacts for Validation
You can validate if a .wav file has been tampered with using Wit Player. For validation, first you
need to download a recorded .wav file.
For downloading contact (.wav file), do the following:
1
Click Download Contact (
) at the top right corner in the Viewer application. A
Download Contact window is displayed.
2
Type a valid INum of a call in the Enter Valid INum text box and click OK. The .wav file that
is associated to the entered INum is listed in the Download Contact window. If there are
more than one INum for a call, all the INums get listed in the same window.
3
Click on the listed INum(s) to download the .wav file. The downloaded file can be saved to
any location and can be validated using Wit Player.
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Validating the .wav File Using Wit Player
You can use Wit Player for validating the downloaded .wav file. To validate, do the following:
68
1
Navigate to the folder \Program Files\Nortel\ContactStore.
2
Click WitPlayer.exe located on the Recorder Server. The Wit Player window opens as
shown:
3
Open the .wav file from the saved location.
4
Click Validate to validate the downloaded file:

If the file is not tampered with, the “Validation successful” message will be displayed.

If the file is tampered with, the “Validation failed. Someone may have tampered with the
file.” message will be displayed.

If the file is recorded using the previous version of Recorder, the “Fingerprint unavailable.
Someone may have tampered with the file or the file was recorded by an earlier version
of the recorder that doesn't support fingerprinting” message will be displayed.

If the Fingerprint option was disabled while recording the call, the “Fingerprint
unavailable. Fingerprinting was disabled when the file was recorded” message will be
displayed.
Nortel Viewer
November 2009
Administration
Checking Configuration Status
Use the Viewer Configuration Page to check the viewer and database connection status. This
page also provides the Contact Platform, Capture Platform, Audio Server, and CAM Server
details.
To access this page, click the Configuration Status icon (
) at the top right corner in the
Viewer application. A sample Viewer Configuration Page is as shown:
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Standard 02.02
Using the Configuration Page
You can edit the information that you set in EyrBSConfigurationViewer.exe, using the
Configuration Viewer page. The Configuration Page is used to edit the cache size, SSL option,
cache root, Archive enabled, and so on. For more details, see the Nortel Viewer Installation and
Administration Guide.
To access this page, click Configuration Page ( ) at the top right corner in the Viewer
application. A sample Configuration Viewer home page is as shown:
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Nortel Viewer
Appendix A
Audit Event Log
In this appendix
Audit events
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Standard 02.02
Audit events
The following table lists events captured in the audit event log, including event IDs and a
description of each event.
See “Audit Overview” on page 48 for additional information.
Audit Events
Details
Category ID: 1
Category Name: ReplayStudio
72
Event ID
1
Event Name
Logon
Event Description
Logged whenever a user starts ReplayStudio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
2
Event Name
Search
Event Description
A user has performed a search in ReplayStudio with
the parameters specified; any parameters not
specified will appear blank.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
StartedAt
The StartedAt date/time specified in the search.
Digits
The Digits specified in the search.
Duration
The Duration specified in the search.
FormatId
The FormatId specified in the search.
Channel
The Channel specified in the search.
Activity
The Activity specified in the search.
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November 2009
Audit Event Log
Event ID
3
Event Name
Call Retrieval
Event Description
A user has attempted to retrieve a call in
ReplayStudio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
INum
The INum of the call being retrieved.
FormatId
The FormatId of the call being retrieved.
DateTime
The DateTime of the call being retrieved.
AgentId
The AgentId of the call being retrieved.
CallId
The CallId of the call being retrieved.
Password
The Password of the call being retrieved.
Channel
The Channel of the call being retrieved.
Activity
The Activity of the call being retrieved.
Event ID
4
Event Name
Call Replay
Event Description
A user has attempted to replay a call in
ReplayStudio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
Parameter Name
Parameter Description
INum
The INum of the call being replayed.
FormatId
The FormatId of the call being replayed.
Duration
The Duration of the call being replayed.
UserField1
The UserField1 of the call being replayed.
Digits
The Digits of the call being replayed.
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Parent
The Parent of the call being replayed.
Channel
The Channel of the call being replayed.
SCIndex
The SCIndex of the call being replayed.
Event ID
5
Event Name
Call Export
Event Description
A user has attempted to export a call in
ReplayStudio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
INum
The INum of the call being exported.
FormatId
The FormatId of the call being exported.
DateTime
The DateTime of the call being exported.
AgentId
The AgentId of the call being exported.
CallId
The CallId of the call being exported.
Password
The Password of the call being exported.
Channel
The Channel of the call being exported.
Activity
The Activity of the call being exported.
Event ID
6
Event Name
Logoff
Event Description
A user has logged off from ReplayStudio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Logoff Param
The user who has logged off.
Category ID: 14
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November 2009
Audit Event Log
Category Name: Auditing
Event ID
-1073741817
Event Name
Runtime Error
Event Description
A generic runtime error event. Raised whenever a
program needs to log an error that is not associated
with a specific audit event.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Error Number
The error number.
Error Description
The description of the error.
Source
The source that raised the error.
Line Number
The line number on which the error occurred.
Error Message1
Other error message details.
Error Message2
Other error message details.
Error Message3
Other error message details.
Error Message4
Other error message details.
Error Message5
Other error message details.
Error Message6
Other error message details.
Event ID
10
Event Name
Audit Failure
Event Description
An attempt to audit an event was unsuccessful. This
is logged whenever an event cannot be logged due
to incomplete event details.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
User Guide
Parameter Name
Parameter Description
Failure Description
The reason the event could not occur.
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Standard 02.02
SourceID
The ID of the Source that attempted to log the
event.
EventID
The ID of the Event.
Username
The name of the user.
Parameter 1
The 1st parameter of the event.
Parameter 2
The 2nd parameter of the event.
Parameter 3
The 3rd parameter of the event.
Parameter 4
The 4th parameter of the event.
Parameter 5
The 5th parameter of the event.
Parameter 6
The 6th parameter of the event.
Category ID: 15
Category Name: Service Control
76
Event ID
327681
Event Name
Unify Started
Event Description
The Unify service has started.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
Reserved
Event ID
327682
Event Name
Unify Stopped
Event Description
The Unify service has stopped in a controlled
manner.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
Reserved
Nortel Viewer
November 2009
Audit Event Log
Category ID: 16
Category Name: Unify Source
Event ID
327683
Event Name
Source Started
Event Description
A Unify source has started.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The name of the source.
Event ID
327684
Event Name
Source Stopped
Event Description
A Unify source has been stopped in a controlled
manner.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The name of the source.
Event ID
327701
Event Name
Source Generated Error
Event Description
An error has been raised by a Unify source.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
User Guide
Parameter Name
Parameter Description
Information
The message associated with the error.
327702
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Standard 02.02
Event Name
Source Generated Warning
Event Description
An Warning has been raised by a Unify source.
Meaning
Warning Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description.
Information
The message associated with the warning.
Event ID
327703
Event Name
Source Generated Information
Event Description
An information message has been raised by a Unify
source.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The message associated with the information
message.
Category ID: 17
Category Name: Unify Configuration
78
Event ID
-2147483383
Event Name
Unify Device Change Detected
Event Description
The configuration of a Unify device has changed.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the Director
service is running.
Unify SysID
The SystemID of the Unify System.
Nortel Viewer
November 2009
Audit Event Log
Unify IP Address
The IP Address of the machine upon which Unify is
running.
Unify Port
The Port of the Unify Service.
Event ID
327685
Event Name
Script Compiled
Event Description
A Unify script has been compiled
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
Reserved
Event ID
327697
Event Name
Heartbeat Disabled
Event Description
Heartbeating has been disabled for the recorder
specified.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The Serial number of the recorder.
Category ID: 18
Category Name: Unify Status
Event ID
327686
Event Name
Control Stop
Event Description
A user has requested to stop the Unify service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
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Standard 02.02
Parameter Name
Parameter Description
Information
The name of the user who requested the stop.
Event ID
327689
Event Name
Unify Internal Error
Event Description
An error has occurred in Unify. This could be a
critical error or a recoverable error.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The details about the error.
Event ID
327693
Event Name
Secondary Mode Enabled
Event Description
The recorder has been switched into Vox Fallback
mode.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The Serial number of the recorder.
Event ID
327694
Event Name
Secondary Mode Disabled
Event Description
The recorder has been switched out of Vox Fallback
mode.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The Serial number of the recorder.
Nortel Viewer
November 2009
Audit Event Log
Event ID
327695
Event Name
Heartbeat Connected
Event Description
Heartbeating has been initialed for the recorder
specified.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The Serial number of the recorder.
Event ID
327696
Event Name
Heartbeat Error
Event Description
An error has occurred while heartbeating a recorder.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The error message including the serial number of
the recorder.
Category ID: 19
Category Name: Session Control
Event ID
327687
Event Name
Client Logon
Event Description
A user has connected to Unify with CTI Studio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
Parameter Name
Parameter Description
Information
User, machine and protocol details.
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Event ID
327688
Event Name
Client Logout
Event Description
A user has disconnected from Unify with CTI
Studio.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
User, machine and protocol details.
Event ID
1073742080
Event Name
Director Started
Event Description
The Director service has been started.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the Director
service has started.
Event ID
1073742081
Event Name
Director Stopped
Event Description
The Director service has been stopped.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the Director
service has stopped.
Category ID: 20
Category Name: Unify General
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November 2009
Audit Event Log
Event ID
327690
Event Name
General Message
Event Description
A general message associated with Unify has been
logged.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The details of the message
Category ID: 21
Category Name: Unify Database
Event ID
-1073741566
Event Name
Site DB Read Error
Event Description
An error occurred while attempting to reading data
from the Site database.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the Director
service is running.
Error Description
A description of the error.
Event ID
327691
Event Name
Database
Event Description
A general database access message has been
logged.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
User Guide
Parameter Description
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Standard 02.02
Information
The details of the message.
Event ID
327692
Event Name
Database Connected
Event Description
Unify has made a connection to the database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The details of the connection information used.
Category ID: 22
Category Name: Unify Script
84
Event ID
327698
Event Name
Script Generated Error
Event Description
An error has been raised by the Unify script.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The message associated with the error.
Event ID
327699
Event Name
Script Generated Warning
Event Description
A warning has been raised by the Unify script.
Meaning
Warning Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The message associated with the warning.
Nortel Viewer
November 2009
Audit Event Log
Event ID
327700
Event Name
Script Generated Information
Event Description
An information message has been raised by the
Unify script.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Information
The message associated with the information
message.
Category ID: 24
Category Name: Category Unknown
Category ID: 25
Category Name: Item Handling
Event ID
-1073741740
Event Name
VoIP file does not exist
Event Description
A required file for Voice Over IP call replay could
not be found.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
VoIP location
The expected location of the file that cannot be
found.
Event ID
1073741832
Event Name
Item URL Requested
Event Description
The retrieval URL for a call has been requested.
Meaning
Information Event
Logged in Audit DB
Yes
User Guide
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Audit Event Log
Standard 02.02
Logged in Application Event Log
No
Parameter Name
Parameter Description
ItemId
The ItemID (guid) of the call
Event ID
1073741833
Event Name
Media Offline
Event Description
A request has been made for a call that is only
available on media that is currently offline.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Media Locations
The location of the offline media.
Event ID
1073741909
Event Name
Item Content Retrieval
Event Description
An element of a call has been retrieved. This could
be an audio or an energy file.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Item ID
The ItemID (guid) of the call
System ID
The SystemID of the system from which the call is
being retrieved.
Inum
The INum of the call.
System Name
The name of the system from which the call is
being retrieved.
Content Type
The type of content being retrieved.
Application
The application that is retrieving the calls content.
Category ID: 26
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Audit Event Log
Category Name: Error Handling
Category ID: 27
Category Name: Unify Connection
Event ID
-1073741562
Event Name
Connection to Unify Lost
Event Description
The Unify Communications Director service has
lost its connection to Unify.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
Unify Port
The Port on which Unify is running.
Error Description
A description of the error that caused the
connection to be lost.
Event ID
-1073741561
Event Name
Cannot Connect to Unify
Event Description
The Unify Communications Director service failed
to connect to Unify.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
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Unify Port
88
The Port on which Unify is running.
Event ID
-1073741560
Event Name
Unify Response Timeout
Event Description
The Unify Communications Director service timed
out waiting for a response from Unify.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
Unify Port
The Port on which Unify is running.
Request
The request that was sent to Unify.
Description
Any additional information related the time out.
Event ID
1073742085
Event Name
Connected to Unify
Event Description
The Unify Communications Director service has
connected to Unify.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
Unify Port
The Port on which Unify is running.
Nortel Viewer
November 2009
Audit Event Log
Category ID: 28
Category Name: Topology Configuration
Event ID
1073742083
Event Name
New Unify Detected
Event Description
The Unify Communications Director service has
detected a new Unify.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
Unify Port
The Port on which Unify is running.
Event ID
1073742084
Event Name
Old Unify Detected
Event Description
The Unify Communications Director service has
detected an old Unify.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Unify SysID
The SystemID of Unify.
Unify IP Address
The IP address of the machine upon which Unify is
running.
Unify Port
The Port on which Unify is running.
89
Audit Event Log
Standard 02.02
Category ID: 29
Category Name: Director Connection
Event ID
-1073741558
Event Name
Cannot Connect to Director
Event Description
Unable to connect to the Unify Communications
Directors service on the specified machine.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Error Description
A description of the error that caused the
connection attempt to fail.
Event ID
-1073741557
Event Name
Director Response Timeout
Event Description
Timed out waiting for a response from the Unify
Communications Directors service on the specified
machine.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Director Machine Name
The name of the machine upon which the
Communications Director service is running.
Request
The request that was sent to the Unify
Communications Director service.
Description
Any additional information related the time out.
Category ID: 30
Category Name: Web Service Call
Event ID
90
1073741834
Nortel Viewer
November 2009
Audit Event Log
Event Name
GetRoleList
Event Description
The GetRoleList web service method has been
called. This returns a list of all the roles.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741835
Event Name
GetRolesUsers
Event Description
The GetRolesUsers web service method has been
called. This returns a list of all the users for a
specific role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741836
Event Name
GetUsersRoles
Event Description
The GetUsersRoles web service method has been
called. This returns a list of all the roles a specific
user is a member of.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741837
Event Name
AddUserToRoles
Event Description
The AddUserToRoles web service method has been
called. This adds a specific user to a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
91
Audit Event Log
92
Standard 02.02
Event ID
1073741838
Event Name
AddRoleToUsers
Event Description
The AddRoleToUsers web service method has been
called. This adds a specific role to one or more
users.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741839
Event Name
GetApplication
Event Description
The GetApplication web service method has been
called. This returns an applications definition.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741843
Event Name
GetShortcuts
Event Description
The GetShortcuts web service method has been
called. This returns a list of the Viewer query
shortcuts.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741844
Event Name
GetShortcutsForUser
Event Description
The GetShortcutsForUser web service method has
been called. This returns a list of the Viewer query
shortcuts for a user.
Meaning
Information Event
Logged in Audit DB
Yes
Nortel Viewer
November 2009
Audit Event Log
Logged in Application Event Log
No
Event ID
1073741845
Event Name
GetShortcutsForRole
Event Description
The GetShortcutsForRole web service method has
been called. This returns a list of the Viewer query
shortcuts for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741846
Event Name
Set Shortcuts For Role
Event Description
The SetShortcutsForRole web service method has
been called. This sets the Viewer query shortcuts
for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741847
Event Name
GetQueryTemplates
Event Description
The GetQueryTemplates web service method has
been called. This returns a list of the Viewer query
templates.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741848
Event Name
GetQueryTemplatesForUser
User Guide
93
Audit Event Log
94
Standard 02.02
Event Description
The GetQueryTemplatesForUser web service
method has been called. This returns a list of the
Viewer query templates for a user.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741849
Event Name
GetQueryTemplatesForRole
Event Description
The GetQueryTemplatesForRole web service
method has been called. This returns a list of the
Viewer query templates for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741850
Event Name
SetQueryTemplatesForRole
Event Description
The SetQueryTemplatesForRole web service
method has been called. This sets the Viewer query
templates for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741851
Event Name
GetApplications
Event Description
The GetApplications web service method has been
called. This returns a list of applications.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Nortel Viewer
November 2009
Audit Event Log
Event ID
1073741852
Event Name
GetApplicationsForUser
Event Description
The GetApplicationsForUser web service method
has been called. This returns a list of applications
for a user.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741853
Event Name
GetApplicationsForRole
Event Description
The GetApplicationsForRole web service method
has been called. This returns a list of applications
for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741854
Event Name
Set Applications For Role
Event Description
The SetApplicationsForRole web service method
has been called. This sets the list of applications for
a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741855
Event Name
GetSites
Event Description
The GetSites web service method has been called.
This returns a list of sites.
Meaning
Information Event
Logged in Audit DB
Yes
User Guide
95
Audit Event Log
96
Standard 02.02
Logged in Application Event Log
No
Event ID
1073741856
Event Name
GetSystemList
Event Description
The GetSystemList web service method has been
called. This returns a list of sites.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741857
Event Name
Add Filesystem System
Event Description
The AddFilesystemSystem web service method has
been called. This adds a system to the Site database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741858
Event Name
Add SQLServer System
Event Description
The AddSQLServerSystem web service method has
been called. This adds a system to the Site database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741859
Event Name
GetSystemTypeList
Event Description
The GetSystemTypeList web service method has
been called. This returns a list of system types.
Meaning
Information Event
Logged in Audit DB
Yes
Nortel Viewer
November 2009
Audit Event Log
Logged in Application Event Log
No
Event ID
1073741860
Event Name
GetApplications
Event Description
The GetApplications web service method has been
called. This returns a list of applications.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741861
Event Name
GetSystems
Event Description
The GetSystems web service method has been
called. This returns a list of systems.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741862
Event Name
StartRecording
Event Description
The StartRecording web service method has been
called. Starts recording of a call with the Record
Control service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741863
Event Name
StopRecording
Event Description
The StopRecording web service method has been
called. Stops recording of a call with the Record
Control service.
Meaning
Information Event
User Guide
97
Audit Event Log
98
Standard 02.02
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741864
Event Name
PauseRecording
Event Description
The PauseRecording web service method has been
called. Pauses recording of a call with the Record
Control service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741865
Event Name
ResumeRecording
Event Description
The ResumeRecording web service method has
been called. Resumes recording of a call with the
Record Control service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741866
Event Name
BreakRecording
Event Description
The BreakRecording web service method has been
called. Breaks a recording of a call with the Record
Control service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741867
Event Name
TagData
Nortel Viewer
November 2009
Audit Event Log
Event Description
The TagData web service method has been called.
Tags a recording of a call with the Record Control
service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741868
Event Name
GetDeviceStatus
Event Description
The GetDeviceStatus web service method has been
called. Gets the status of a device with the Record
Control service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741869
Event Name
SendMessage
Event Description
The SendMessage web service method has been
called. Sends a message with the Record Control
service.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741870
Event Name
AddChildItems
Event Description
The AddChildItems web service method has been
called. Adds child items to an xml item list.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
99
Audit Event Log
100
Standard 02.02
Event ID
1073741871
Event Name
AddItemURLs
Event Description
The AddItemURLs web service method has been
called. Adds content URLS to an xml item list.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741872
Event Name
Perform Search
Event Description
The Search web service method has been called. A
search has been performed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741873
Event Name
GetQueryTemplate
Event Description
The GetQueryTemplate web service method has
been called. Returns a querytemplates definition.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741874
Event Name
GetQueryTemplates
Event Description
The GetQueryTemplates web service method has
been called. Returns a list of querytemplates.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Nortel Viewer
November 2009
Audit Event Log
Event ID
1073741875
Event Name
GetRole
Event Description
The GetRole web service method has been called.
Returns the definition of a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741876
Event Name
CreateKey
Event Description
The CreateKey web service method has been
called. Creates a key in the configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741877
Event Name
CreateSubKey
Event Description
The CreateSubKey web service method has been
called. Creates a subkey in the configuration
database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741878
Event Name
DeleteKey
Event Description
The DeleteKey web service method has been
called. Deletes a key from the configuration
database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
101
Audit Event Log
102
Standard 02.02
Event ID
1073741879
Event Name
DeleteSubKey
Event Description
The DeleteSubKey web service method has been
called. Deletes a subkey from the configuration
database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741880
Event Name
DeleteSubKeyValue
Event Description
The DeleteSubKeyValue web service method has
been called. Deletes a subkey value from the
configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741881
Event Name
GetOwners
Event Description
The GetOwners web service method has been
called. Returns a list of all owners of keys in the
configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741882
Event Name
GetSubKey
Event Description
The GetSubKey web service method has been
called. Returns the id of a subkey in the
configuration database.
Nortel Viewer
November 2009
Audit Event Log
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741883
Event Name
GetSubKeys
Event Description
The GetSubKeys web service method has been
called. Returns all the IDs within a subkey in the
configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741884
Event Name
GetSubKeyValue
Event Description
The GetSubKeyValue web service method has been
called. Returns a subkey value from the
configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741885
Event Name
GetSubKeyValues
Event Description
The GetSubKeyValues web service method has
been called. Returns all the subkey values for a
subkey in the configuration database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741886
Event Name
RenameSubKey
User Guide
103
Audit Event Log
104
Standard 02.02
Event Description
The RenameSubKey web service method has been
called. Renames a subkey in the configuration
database.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741887
Event Name
SaveSubKeyValue
Event Description
The SaveSubKeyValue web service method has
been called. Saves a subkey value in the
configuration.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741888
Event Name
GetQueries
Event Description
The GetQueries web service method has been
called. Returns a list of all Viewer queries.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741889
Event Name
GetQueriesForUser
Event Description
The GetQueriesForUser web service method has
been called. Returns a list of all Viewer queries for
a user.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Nortel Viewer
November 2009
Audit Event Log
Event ID
1073741890
Event Name
GetQueriesForRole
Event Description
The GetQueriesForRole web service method has
been called. Returns a list of all Viewer queries for
a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741891
Event Name
Set Queries For Role
Event Description
The SetQueriesForRole web service method has
been called. Sets the Viewer queries for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741892
Event Name
GetQueries
Event Description
The GetQueries web service method has been
called. Returns a list of all Viewer queries.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741893
Event Name
GetQuery
Event Description
The GetQuery web service method has been called.
Returns a Viewer queries.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
105
Audit Event Log
106
Standard 02.02
Event ID
1073741894
Event Name
Add Query
Event Description
The AddQuery web service method has been called.
Adds a query definition.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741895
Event Name
Delete Query
Event Description
The DeleteQuery web service method has been
called. Deletes a query definition.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741896
Event Name
Save Query
Event Description
The SaveQuery web service method has been
called. Saves a query definition.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741897
Event Name
Add Location
Event Description
The AddLocation web service method has been
called. Adds a location.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Nortel Viewer
November 2009
Audit Event Log
Event ID
1073741898
Event Name
Delete Location
Event Description
The DeleteLocation web service method has been
called. Deletes a location.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741899
Event Name
GetLocationList
Event Description
The GetLocationList web service method has been
called. Returns a list of all the locations.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741900
Event Name
GetEnterpriseQueries
Event Description
The GetEnterpriseQueries web service method has
been called. Returns an expanded list of all the
queries.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741901
Event Name
Save Filesystem System
Event Description
The SaveFilesystemSystem web service method has
been called. Saves a Filesystem system record.
Meaning
Information Event
Logged in Audit DB
Yes
User Guide
107
Audit Event Log
108
Standard 02.02
Logged in Application Event Log
No
Event ID
1073741902
Event Name
Save SQLServer System
Event Description
The SaveSQLServerSystem web service method
has been called. Saves a SQLServer system record.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741903
Event Name
Delete System
Event Description
The DeleteSystem web service method has been
called. Deletes a system record.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741904
Event Name
Save Location
Event Description
The SaveLocation web service method has been
called. Saves a location record.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741905
Event Name
Save Theme For Role
Event Description
The SaveThemeForRole web service method has
been called. Saves the display theme for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Nortel Viewer
November 2009
Audit Event Log
Logged in Application Event Log
No
Event ID
1073741906
Event Name
Get Theme For Role
Event Description
The GetThemeForRole web service method has
been called. Returns the display theme for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073741907
Event Name
Set Query Draft Flag
Event Description
The SetQueryDraftFlag web service method has
been called. Sets the draft flag for a query.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742092
Event Name
Add SQLServerServer System
Event Description
The AddSQLServerServerSystem web service
method has been called. Adds a SQL Server
system.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742093
Event Name
Add Server System
Event Description
The AddServerSystem web service method has
been called. Adds a Server system.
Meaning
Information Event
User Guide
109
Audit Event Log
110
Standard 02.02
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742094
Event Name
Update Server System
Event Description
The UpdateServerSystem web service method has
been called. Updates a Server system.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742095
Event Name
Update SQLServerServer System
Event Description
The UpdateSQLServerServerSystem web service
method has been called. Updates a
SQLServerServer system.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742096
Event Name
GetItem
Event Description
The GetItem web service method has been called.
Returns the definition of an item.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742097
Event Name
GetItemURL
Event Description
The GetItemURL web service method has been
called. Returns the URL for an items content.
Nortel Viewer
November 2009
Audit Event Log
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742098
Event Name
Get Audio Server Configuration
Event Description
The GetAudioServerConfiguration web service
method has been called. Returns the configuration
for an Audio Server for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742099
Event Name
Get Feature Configuration
Event Description
The GetFeatureConfiguration web service method
has been called. Returns the configuration for an
feature.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Event ID
1073742100
Event Name
Set Audio Server Configuration
Event Description
The SetAudioServerConfiguration web service
method has been called. Sets the configuration for
an Audio Server for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
User Guide
Parameter Name
Parameter Description
Role Name
The name of the role whose configuration is being
changed.
111
Audit Event Log
Standard 02.02
Audio Server SystemID
The SystemID of the Audio Server.
Audio Server Name
The name of the Audio Server.
Property Changed
The property being updated.
Original Value
The value of the property before this change.
New Value
The new (changed) value for the property.
Event ID
1073742101
Event Name
Set Feature Configuration
Event Description
The SetFeatureConfiguration web service method
has been called. Sets the configuration for a feature
for a role.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Role Name
The name of the role whose configuration is being
changed.
Feature Changed
The feature being updated.
Original Value
The value of the feature before this change.
New Value
The new (changed) value for the feature.
Category ID: 31
Category Name: Scheduled Task
112
Event ID
1073741910
Event Name
Cache Management Completed
Event Description
The Cache Manager scheduled task has finished
running.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
No
Parameter Name
Parameter Description
Cache Folder Location
The location of the cache folder being managed.
Nortel Viewer
November 2009
Audit Event Log
Maximum Cache Size
The Maximum size to which the cache folder can
grow.
Free Space Margin
The amount of free space to maintain within the
maximum.
Cache Size Before
The size of the cache before management.
Cache Size After
The size of the cache after management.
Category ID: 32
Category Name: Archive
Event ID
100
Event Name
Failed to write to media
Event Description
An attempt to write a tar file was unsuccessful.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Filename
Campaign Name
Storage Device ID
Event ID
101
Event Name
Failed finding fetcher
Event Description
Could not fetch files from the specified device.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Source System Id
The ID of the system to which the fetch was
applied.
Event ID
102
Event Name
Failed finding Media Controller
User Guide
113
Audit Event Log
Standard 02.02
Event Description
Could not write to specified storage device - type
not supported.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Device Name
Device Details
114
Event ID
103
Event Name
Playback Failure
Event Description
An attempt to playback a recording failed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Recording
The recording that failed to playback.
Reason
The reason for the failure.
Event ID
104
Event Name
Media Reused
Event Description
A media was re-used.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
MediaId
The ID of the media that was reused.
Event ID
105
Event Name
Archive Started
Event Description
Archive started
Nortel Viewer
November 2009
Audit Event Log
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Event ID
106
Event Name
Archive Startup Failed
Event Description
Archive started.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Reason
The reason for the failure.
SystemTypeID
The system type being archived.
Event ID
107
Event Name
Cache configuration incorrect
Event Description
Cannot create cache for archiving - cache
configuration wrong.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Cache Location
The location being used for the cache.
Event ID
111
Event Name
Campaign Added
Event Description
Campaign Added
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
User Guide
Parameter Description
115
Audit Event Log
116
Standard 02.02
Campaign Name
The name of the campaign added.
RuleID
The ID of the role that the campaign uses.
CampaignID
The ID of the campaign created.
Event ID
112
Event Name
Campaign Store Added
Event Description
Campaign Store Added.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
CampaignID
The ID of the campaign.
MediaPackID
The ID of the media pack used.
CampaignStoreID
The ID of the campaign store created.
Event ID
114
Event Name
Storage Device Added
Event Description
Storage Device Added.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Storage Device Name
The name of the storage device added.
Machine Name
The name of the machine on which the storage
device was added.
Path
The path that the storage device resides.
StorageDeviceID
The ID of the storage device created.
Event ID
115
Event Name
Media Pack Added
Event Description
Media Pack Added.
Nortel Viewer
November 2009
Audit Event Log
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Pack Name
The name of the media pack added.
MediaPackID
The ID of the media pack created.
StorageDeviceID
The ID of the storage device to which the media
pack was added.
Event ID
116
Event Name
Campaign Removed
Event Description
Campaign Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Campaign Name
The name of the campaign removed.
RuleID
The ID of the rule that the campaign used.
CampaignID
The ID of the campaign removed.
Status
The status of the removed campaign.
Event ID
117
Event Name
Campaign Store Removed
Event Description
Campaign Store Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
User Guide
Parameter Name
Parameter Description
CampaignID
The ID of the campaign to which the campaign
store belonged.
MediaPackID
The ID of the media pack that the campaign store
used.
117
Audit Event Log
Standard 02.02
CampaignStoreID
The ID of the campaign store removed.
Status
The status of the removed campaign store.
Event ID
119
Event Name
Storage Device Removed
Event Description
Storage Device Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
StorageDeviceId
The ID of the storage device removed.
Status
The status of the removed storage device.
Event ID
120
Event Name
Media Pack Removed
Event Description
Media Pack Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
MediaPackID
The ID of the media pack removed
Status
The status of the removed media pack.
Event ID
121
Event Name
Rule Added
Event Description
Rule Added.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
118
Parameter Description
Nortel Viewer
November 2009
Audit Event Log
RuleID
The ID of the rule added.
Event ID
122
Event Name
Rule Removed
Event Description
Rule Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
RuleID
The ID of the rule removed.
Event ID
123
Event Name
Rule Template Added
Event Description
Rule Template Added.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
RuleID
The ID of the rule template added.
Event ID
124
Event Name
Rule Template Removed
Event Description
Rule Template Removed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Event ID
User Guide
Parameter Name
Parameter Description
RuleID
The ID of the rule template removed.
125
119
Audit Event Log
120
Standard 02.02
Event Name
Schedule Started
Event Description
Scheduled activity has started.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
ScheduleName
The name of the schedule started.
Event ID
126
Event Name
Schedule Stopped
Event Description
Scheduled activity has stopped.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
ScheduleName
The name of the schedule stopped.
Event ID
128
Event Name
Failed to determine a media type, cannot use media
Event Description
Failed to determine a media type, cannot use media.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Storage Device Name
The name of the storage device on which the media
resides.
Media Size MBytes
The size of the media.
Event ID
129
Event Name
Failed to eject media from drive
Event Description
Failed to eject media from drive.
Nortel Viewer
November 2009
Audit Event Log
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Name
The name of the media
Storage Device Name
The name of the storage device on which the media
resides.
Status
The status of the media
Event ID
130
Event Name
Door opened
Event Description
Door opened
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Storage Device Name
The name of the storage device.
Event ID
131
Event Name
Media Ejected
Event Description
Media Ejected
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Event ID
User Guide
Parameter Name
Parameter Description
Media Name
The name of the media ejected.
Storage Device Name
The name of the storage device on which the media
resides.
Status
The status of the media.
132
121
Audit Event Log
122
Standard 02.02
Event Name
Media write failed
Event Description
Media write failed.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Name
The name of the media.
Storage Device Name
The name of the storage device on which the media
resides.
Storage Device Path
The path on the storage device for the media.
Event ID
133
Event Name
Media closed
Event Description
Media closed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Name
The name of the media.
Storage Device Name
The name of the storage device on which the media
resides.
Event ID
134
Event Name
Media Offline
Event Description
Media Offline.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Name
The name of the media.
Storage Device Name
The name of the storage device on which the media
resides.
Nortel Viewer
November 2009
Audit Event Log
Event ID
135
Event Name
Media Online
Event Description
Media Online.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
Media Name
The name of the media
Storage Device Name
The name of the storage device on which the media
resides.
Category ID: 33
Category Name: ReplayerWebApp
Event ID
500
Event Name
Replayer Started
Event Description
Http Replayer WebApp Started.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Event ID
501
Event Name
Replayer Startup Failed
Event Description
Http Replayer WebApp startup failed.
Meaning
Error Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
User Guide
Parameter Name
Parameter Description
Reason
The reason for the failure.
SystemTypeID
The ID of the system type.
123
Audit Event Log
124
Standard 02.02
Event ID
502
Event Name
Playback Failure
Event Description
An attempt to playback a recording failed.
Meaning
Information Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Parameter Name
Parameter Description
ItemID
The ID of the item that failed to playback.
Reason
The reason for the failure.
Event ID
503
Event Name
Playback Unsecure
Event Description
Playback mode is unsecure.
Meaning
Warning Event
Logged in Audit DB
Yes
Logged in Application Event Log
Yes
Nortel Viewer
Index
A
E
about this guide 8
adding
ContactStore IP 58
replay restrictions 63
address, Viewer URL 13
administration page 52
At Least 40
audit
queries 49
results 49
audit event log
event log
audit 71
auditing
event log 71
e-mailing calls 24
Equal To 40
event details 50
Execute a shortcut 20
B
I
In Range 40
L
logging in 13
M
Build Query rights 34
Must Be One From List 40, 43
Must Be one From List 40
C
O
call replay permissions 63
Call Viewer 15
calls
e-mailing 24
sorting 22
calls by a specific agent 46
calls by agent 46
Can Be Any From List 40
capture platform 58
Capture Platforms 53
capture platforms 58
ContactStore IP 58
Containing 40
operators
at least 40
at most 41
can be any from list 42
containing 42
equal to 40
in range 41
must be one from list 43
not equal to 41
overview 40
D
data types
boolean 39
date 39
date functions 39
numeric 39
string 39
Details page 15, 36
details tab 50
Draft Queries 44
User Guide
P
page limit 21
Password 13
permissions, call replay 63
portal roles 13
pre-defined query 34
printing results 23
Q
queries 49
audit 49
releasing 44
toolbar 35
Queries pane 14
125
Index
Query 35
query toolbar 35
Query Wizard 37
R
replay
restrictions 63
replay restrictions
about 63
adding 63
editing 64
exporting users 64
importing users 65
searching 64
restricting call replay 63
results 48
of audit query 50
printing 23
Results pane 14, 21
Run a query 20
Standard 02.02
W
wildcards 42
Windows Authentication 13
wizard, query 35
Z
At Most 40
Not Equal To 40
S
search results 21
searching
replay calls 26
replay restrictions 64
results 21
shortcuts 44
Shortcuts pane 14
sorting calls 22
Summary page 15, 21, 36
summary tab 49
Systems Info 53
T
toolbars 35
U
user name 13
users
deleting 65
enabling and disabling 65
exporting 64
importing 65
V
Viewer 20
viewing search results 21
126
Nortel Viewer
Nortel Viewer
User Guide
Copyright © 2009 Nortel Networks. All rights reserved.
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY
OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products
described in this document are subject to change without notice.
Nortel, the Nortel logo and the Globemark are all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
To provide feedback or report a problem with this document, go to
www.nortel.com/documentfeedback.
Publication number:
Product release:
Document release:
Date:
NN44480-102
7.0
Standard 02.02
November 2009