Path used by the ETL process as the destination location to store customer recordings, and feedback results to replay customer recordings. Reports call the ETL web service, which uses this path to play the recording.

The location can be either a local drive on the server or a network location. If you choose a network location, provide the location in UNC (Universal Naming Convention) format, e.g., “\\myServer\myRecordings”. Do not use a mapped drive letter because the service cannot access a mapped drive.
IMPORTANT: When first configuring your system be sure to configure the actual drive and path where you want to store the recordings. The default location is “H:\Customer Feedback Recordings\". If you do not configure a valid location, the ETL process will fail. The management account (MSA) must have full control (except change permissions and take ownership) on this folder, so that the ETL can access it.
CAUTION: If you change the customer recording file location, all existing recording files remain in the old location. You must manually move recordings from the old location to the new location if you want to preserve playback ability from feedback results. Files not moved will not be available for playback.

Shows (selected) or hides (cleared) the survey load and purge parameters. This check box must be selected for Survey Load (ETL process) and Purge to run. The Survey Load makes surveys results available in Feedback Results. The Survey Purge manages space in the Cache DB and Data Center.

Time zone used for the Survey Load Schedule and Survey Purge Schedule.

Default: Login user’s preference time zone.

Frequency and time the survey load (ETL process) starts each day. Survey results are available for analysis in Feedback Results (reports) after the ETL runs.

Time that the survey purge starts each day for the Cache DB and the Data Center.

Number of days to retain survey results on each survey server (s). Results older than the number of days specified will be purged. The aging of survey results is based on the GMT time on the survey server.

Values: 3 - 60 days

Default: 14 days

Number of days to retain survey results in the Data Center. Results older than the number of months specified will be purged. The aging of survey results is based on the GMT time on the data warehouse server.

Values: 1-360 months

Default: 13 months

One of two data points that must be defined for the Data Point icon to be included in feedback results.

The data volume icon on feedback results displays green if the number of survey responses is greater than or equal to this value.

This value must be higher than the value set in Minimum Data Points for Yellow.

One of two data points that must be defined for the Data Point icon to be included in feedback results.

The data volume icon on feedback results displays yellow if the number of survey responses is greater than or equal to this value and less than the Minimum Data Points for Green.

If the number of survey responses is less than this value, the data volume icon on a report displays red.

This value must be lower than the value set in Minimum Data Points for Green.

Optional.

• When a script is provided, the JavaScript code runs before a call is handled by the Survey server logic and returns the modified call attributes based on the user-defined functions. In general, any call attribute available to Customer Feedback can be passed to the script (such as DNIS, ANI, VXML parameters, UUI, SIP headers).

• When a script is not provided, the Survey server uses call attributes based on the DNIS of the call for the Call Transfer Extension/Name and uses the original values for the other call attributes.

Maximum number of seconds that Computer Telephony Interface (CTI) data are valid when received before a survey request starts. Older CTI data are purged.

Maximum number of seconds the system waits for CTI data to be populated after a survey request starts before searching again for CTI data.

(This setting only applies when you have configured a call transfer setting for manual input.)

Total number of times a single prompt will be played for an agent.

(This setting only applies when you have configured a call transfer setting for manual input.)

Maximum number of digits the voice server uses to identify an agent by login ID.

If more than the specified number of digits are entered, the system ignores them.

If fewer than the specified number of digits are entered, the agent must use “#” to proceed or wait for the timeout interval to elapse before the next voice server prompt.

NOTE for CAS Systems: This setting must be less than or equal to the number of inbound digits used for Channel Associated Signaling (CAS).

Name of the custom survey attribute. This value is displayed on the Call Transfer Settings tab as the last input type.

(This setting only applies when you have configured a call transfer setting for manual input.)

Maximum length of data allowed for the Custom Survey Attribute property.

The name of this attribute is determined by the value you provide in the Custom Survey Attribute property.

Number of seconds to pause after collecting call information and before the survey begins.

(This setting only applies when you have configured a call transfer setting for manual input.)

Number of seconds the system waits for a response to a survey prompt (tone or voice response). This time out period can be changed.

After a question time out period occurs, a response is not counted for the current question.

NOTE: For 1-10 and 0-10 scale questions, an additional time out period of two seconds is provided when the customer presses 1 to allow time for the customer to press 0 (zero) for a response of 10. This time out period cannot be changed.

NOTE: For VXML Survey Server (all platforms): When the customer presses any number from 0 - 10 for any scale or option question type, an additional two seconds are provided before the system continues.

Maximum number of seconds for the customer verbatim recording. This settings applies to Comment questions and the Survey Close Comment.

VXML Survey Server with the Avaya Aura Experience Portal IVR (formerly Avaya Voice Portal): The maximum length is limited to 120 seconds (2 minutes).

Number of Dialed Number Identification Service (DNIS) digits that Customer Feedback uses to identify a survey.

Sound level to playback sound files. Use a negative value to attenuate the level and a positive value to boost the level.

Recording level for recording sound files. Use a negative value to attenuate the level and a positive value to boost the level.

When selected, enables the survey respondent to issue verbal responses to surveys. For example, a respondent can speak the word, “One,” rather than pressing the number 1 on the telephone keypad. Currently, American English is the only supported language. The IVR system must be configured to recognize this language.

When cleared, a respondent must respond using the telephone keypad.

Enables (select) or disables (clear) integration with Speech Analytics. If this check box is selected, Customer Feedback queries the database for speech category feedback when running the Response by Question report.

For this integration, Services can be engaged to configure the required adapter (Import/Export Manager Generic adapter.

Enables (select) or disables (clear) integration with the Web Survey Application. When integration is enabled, the web survey integration parameters are shown. The ETL process periodically consolidates data from the web survey server to the data warehouse database based on the Survey Load Schedule (configured under ETL Settings).

Account user name of the web survey administrator.

Account password of the web survey administrator.

Name of the web survey server.

Example: system.vovici.com

Application path of the web survey server.

Example: V6_FT_SchedTest

Protocol for web survey data transmission between Customer Feedback and the Web Survey Application:

• http - Use for nonsecure data transmission

• https - Use for secure data transmission

Web survey server port used for survey data transmissions. When the Web Survey Protocol is:

• http - Use port 80

• https - Use port 443

Survey results are associated with this agent when all other methods of determining the agent ID fail.

Note that if the employee selected as the default agent is terminated or deleted, you must select a new, valid employee.

Requires license for Speech Analytics.

When selected, survey call recordings are sent the recorder for transcription by Speech Analytics. Recordings include comment questions and survey closing comments.

Version of Quality Monitoring (QM) with which you want to integrate the Customer Feedback system. When you select one of the two out of the box suite QM options (Default QM or QM10 SP4), the appropriate integration fields that follow are shown. Select from the following options:

• None: No integration exists. All out of the box QM integration fields are disabled.

• Default QM: Customer Feedback is integrated with the suite Quality Monitoring version.

• QM10 SP4: Customer Feedback is integrated with the suite Quality Monitoring Version 10 SP4 product.

• Custom Third Party QM: Customer Feedback can be integrated with a third-party QM product. For custom integrations, please contact your support representative for additional assistance.

Maximum days Customer Feedback will try to export survey to Quality Monitoring.

Default: 1 day

Number of seconds between the Quality Monitoring contact end time and the Customer Feedback telephone survey start time. In this case, the contact ends before the survey begins. When the specified seconds have elapsed, a new QM session search begins for the agent.

Recommendation: 15 seconds

For more information about the term Contact End Time, see the suite Glossary.

Number of seconds between the Customer Feedback telephone survey start time and the Quality Monitoring contact end time. In this case, the contact ends after the survey begins.

When your recording system tracks After Call Work, this CF setting time must exceed the time specified in the Recording time After Call Work field. The CF setting time must include the After Call Work time and a small buffer (for example, 10 seconds), so the searching QM session can find the matched session for the survey.

This Recording time After Call Work field is located on Recording Management > Recording Rules > Settings, under the Action section.

Recommendation: <After Call Work> plus 15 seconds. The After Call Work setting is located on the Recording Management > Recording Rules > Settings page, Actions section.

For more information about the term Contact End Time, see the suite Glossary.

Account name used for Customer Feedback to integrate with Quality Monitoring.

Example: <username of user with administrative privileges to submit QM evaluations>

URL used by Customer Feedback to connect with the Distributed Annotation Service (DAS) web service. The DAS web service is used to locate the Quality Monitoring session that corresponds with a Customer Feedback survey.

Default value is: http://localhost:80/DAS101
/WithnessIntegrationWebService.asmx/
GetSessionPropertiesByEndStrTime

NOTE: For TLS, change the protocol to https and the port to the HTTPS port configured in QM10.

URL used by Customer Feedback to playback a Quality Monitoring session.

Default value is: http://localhost:80/ultra/
DynaAsp/vCRMQuery.aspx

NOTE: For TLS, change the protocol to https and the port to the HTTPS port configured in QM10.

Interval required for the agent to transfer the customer to the survey. When the specified number of seconds have elapsed, a new QM session search begins for the agent.

Account name of the Quality Monitoring web service. Used to call this service.

Account password of the Quality Monitoring web service. Used to call this service.

Time zone offset from Coordinated Universal Time (UTC, also known as GMT). The offset is used to convert dates and times when using the drill-through feature of feedback results and when exporting call data.

(Range: -12 to 13, Default: 0)

The value to use can be found in Quality Monitoring by going to Configuration Manager > General System Configuration. The value here should match.

Enter the offset as HH that corresponds to the relative offset from UTC for the time zone you want to use.

For example, the offset for:

• Eastern Standard Time is -5 or -05.

• British Summer Time is 1 or 01.

Switch used for the Quality Monitoring integration. Select from the data sources defined in the system. Data sources are configured by going to System Management > Data Sources > Settings.

This parameter is only available when the QM version is Custom Third Party QM. This is the URL template that Customer Feedback uses to call the QM adapter. For QM adapter implementation guidelines, contact your support representative.