BCM 450 Professional Call Recording

[ksutec]

A few months ago I installed a BCM 450 with Contact Center for around 20 agents. The customer wants all external calls to be recorded. I have each of the agents calls programmed to record and be emailed by the BCM to an email address on site. It has had issues, though. For example, the customer frequently complains that they are not getting all calls recorded, sometimes there are duplicate recordings, and occasionally the system will stop recording all together and the call pilot begins to give messages that say "out of space" when trying to use call pilot. I applied the latest patch last night (for release 5.0) and it crashed the system and had to do a level 2 reset.I did have a backup. I now have the system back up (without the patch) and that seemed to clear the buffers and allow the voice mail and call recording to function again. However, I am still getting "Not able to record a call 148" or "Not able to record a call 142" etc. in the alarms. Obviously calls are not all getting recorded. Under these alarms it says to "monitor the BCM for additional alarms to see if the BCM is low on resources" How do I get it additional resources? So what's the next step.... Has anyone out there sucessfully used PCR for a contact center? this is becoming a major issue. Any help would be appreciated!

Rob R
Winnebago Telecom

 

[oldestgeek]

You can go into Business Element Mgr and allocate existing resources as required. I don't believe the recording will ever work correctly until some third-party software becomes available for managing the recordings (compressing, storing, sorting, etc). Nortel had started to develope the software before bankruptcy as did Algo. You can get a single-user client free, I think, from Algo called BCR.