TROUBLESHOOTING: Terms used with Amethyst

[Belinda Frick]

Analogue tap: A recording unit for analogue lines (the line from
an analogue phone to a PABX or exchange), utilizing the PC soundcard.
It typically uses RJ11 connectors and a 3.5mm audio plug for the soundcard.

Teletap: A recording unit for use between the headset/handset
and the base of the phone, utilizing the PC soundcard. It typically
uses RJ9 connectors and a 3.5mm audio plug for the soundcard.

USBTap: A recording unit for use between the headset/handset
and the base of the phone, utilizing a built-in USB soundcard. It has
to be connected to a USB port on the PC.

SLVR: Server Line Voice Recorder: This is the recording software
that is used with the analogue taps and Teletaps.

USBClient: This is the recording software that we use with the
USBtap to record.

Hot seat: Each agent has an extension assigned to them. When
the agent logs in on the phone, the phone's extension number is changed
to the agent's extension number (i.e. the extension 'moves' with the agent
to any phone).

Trigger level on the SLVR: This is the level of noise that has to
be exceeded to trigger a recording event.

Trigger level on the USBClient: This is the level of noise that has
to be exceeded for 2 consecutive seconds, before a trigger event is generated.

Vox: This is another word for voice or noise. Used to indicate the
noise that is detected by the client software.

TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems