ANOMALY WITH NICE RECORDINGS(VOICE&NAME MISMATCH)

[sleekelly]

thread911-1496741

Hello all, i have aNICE 8.9 voice recording system with an Avaya AES doing integration. i recently observed that when agents are queried most of the time the voice attached to the names/login id's is not theirs. Most of the time the voice belong to someone that either worked on that extension previously or vice-versa. Checking my CLS i noticed that the CenterVU passageway was reporting the exact events reported in the post i referenced. Can someone lend a hand in proferring a solution

 

[nohuhu]

sleekelly,

sounds like the "favorite" problem: check that all agents' skills' extensions are added to nice group in aes.

 

[sleekelly]

Hello Dwalin,
Thanks 4 u response. all agent skills extensions are added as devices in AES and are all checked under device groups. where else can i look?

 

[nohuhu]

sleekelly,

check if device groups are tied to username nice uses. check it all again carefully since most probably it's some configuration error, nice does not see agent login/logout events and can't tie records to correct agent logins. check if "ignore agent login/logout events" tick is set in driver properties. truth is there somewhere.

 

[sleekelly]

How do you mean "check if the groups are tied to username nice uses. where can i check the ignore agent login\logout events option?

 

[nohuhu]

sleekelly,

i mean you should check all links in the chain: first cti driver setup in nice, see what user name is used there, then check aes setup for that user name, see what device groups belong to it and if there is more than one group, check if devices you need truly belongs to the device groups tied to username nice uses. i know it's a weird setup but that's how it works with 8.9. halleluja they did it the right way in perform...

 

[sleekelly]

Hello Dwalin,
This issue still persists have checked everything and they all seem in order. Where can i find this "ignore agent login\logout events" option?

 

[nohuhu]

sleekelly,

you can find this option in cti driver wizard. if you are sure you have all configuration right, try logging in and out some agents and watch nice cti integration log to see if system sees login/logout events correctly.

p.s. i assume you've already tried restarting tsapi service on aes?

 

[sleekelly]

Hello Dwalin,
Do u mean the CTI driver wizard on the CLS SERVER? i dont seem to be able to locate this option.

Yes i have restarted the TSAPI Service on d AES

 

[nohuhu]

sleekelly,

yes, cti driver wizard on cls server. as far as i remember, this option's existence depends on nice version and service pack so you may not have it at all. if you don't have it, then nice can't filter these events so it is irrelevant.
did you try logging agents in and out? these events should be reported to nice and seen in cls integration log files, as well as agents appearance and disappearance in nice monitor.