thargiss

We are looking a implementing a call recording solution and the vendor says that they use the Service Observe feature on the PBX. They need to know how many service observe sessions can be active at one time.
Does anyone have that information?

S8710 v12

Thanks

ahays

There is no limitation on Service Observing other than the switch's limitation of physical timeslots. So, it's time for a little traffic engineering class ... very high level, very basic:

There are 484 timeslots available for voice communications in a given port network. A single conversation in the same port network takes two timeslots. Therefore, there is a maximum of 242 simultaneous conversations that can occur in a single port network. (This is why we recommend no more than 7-8 trunking T1's in a given port network). Calls that traverse across port networks take an additional timeslot. Therefore, if a call comes into a T1 in PN1 and is answered in PN2, that call is taking up 3 timeslots.

The formula for determining the maximum number of 3-way conferences in your PBX (which is the technical definition of Service Observing) is: ( 484 / 3 ) * # of Port Networks (provided that all members of the call are in the same port network). In a single port network that number would be 161. Keep in mind that this number is goung to decrease with the use of other PBX features that use timeslots (like regular phone calls, intercom calls, other conferences, calls traversing port networks, etc.).

Hope this helps.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

thargiss

Yes, Al, that helps tremendously. I appreciate it.

gcavert

Correct me if I'm wrong, but only one party can be observing an extension at a time, right?

We're doing the same thing here, implementing a recording and quality monitoring solution that uses service observation, and my call center team leads are already whining about getting an intercept tone when they're trying to listen to calls that the QM server has already grabbed. Don't know if there's a workaround, other than listen to the calls of the QM server instead of through your phone.

--g

ahays

Using the switch feature, that is correct. There are other methods that are not really cost effective under normal call cetner operations. Some companies (brokers, banks, etc.) record 100% of their calls and have digital-to-analog converters tapped directly to the backplane and hard connected to specific extensions (or all extensions). In this case the recorders are using VOX from the tap and the switch feature is free.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

liquidvw

There should be a recording solution that uses digital extension taps. I worked with a recording system 7 years ago that did it this way. For every extension you need to record you would cross connect from the digital card to the 110 field for the recorder, then from there to the station cable for the digital phone. This worked very well. There were also analog extension taps that connected to handset of any phone (digital or analog) but in that case the ACD agent could mess with the wirning. I think you should do more research on another solution. I am sure there others out there that don't use Service Observe to record.

PBXtech.info

 

Vinod B Kumar

Some Recording loggers records voice based on TRUNK RECORDING , so no mess up on the Extention cablings .

ravi

Hi ,
If you can use single step recording your service observe port will be free . You need to configure the same in your voice logger if it supports it.

telman

You mentioned that a vendor wanted to implement a call recording solution utilizing the Service Observe function.
I've been trying to develope this application via a NICE system at our publc safety. Station monitoring is not an option for this site, the integrity of the call has to be maintained for use in court. Avaya's response that MV 2.xx
will take care of this situation utilizing ip. For years i've been using a key system behind the PBX. What vendor did you use? Any thoughts?

thanks

thargiss

Telman, we are using Televoice as the vendor who will be setting up call recording for us.