Voice Boards Overview

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Voice boards are inContact WFO software components that control how the system acquires the audio it records. While voice boards can be used with physical audio capture boards (such as Ai-Logix cards), they are not those boards. Voice board settings are highly granular and specific to the audio source.

A single inContact WFO server may have multiple voice boards. For example, the same server may acquire audio from more than one source. There is no software limit to the number of voice boards in a single inContact WFO system.

Each voice board includes channels which correspond to individual audio sources: physical stations, softphones, and so forth. Voice boards associated with physical capture cards have limits on the number of channels per voice board. For example, a system using a dual-port T1 audio capture card would have two voice boards with either 24 or 30 channels on each.

Most inContact WFO systems use per-channel licensing, and each voice board maintains the count of licensed, used, and available channels associated with it. The system will not use any voice boards or channels for which it is not licensed.

As an inContact WFO administrator, you should have a general understanding of voice boards and know how to configure individual channels, since these may need modification from time to time. You should never make other voice board changes except under direct supervision from inContact WFO Support. Done incorrectly, voice board modifications can have serious negative impacts, and altering hardware configuration may void your system warranty.

Voice board configuration differs based on recording method and PBX/ACD integration. For more detailed information on specific voice board settings, start with the overview topic for your recording integration.

Unless your system uses the Avaya DMCC-MR integration and is licensed for the Voice Board Reloading feature, you must restart the Recorder service (cc_cticore.exe) after any voice board and/or channel changes.

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