CALL ON HOLD BEING RECORDED

[prflash]

We recently upgraded to CM 6.3 and installed Avaya 9408 TDM sets replacing CallMasters. Our first issue was fading audio on the 9408 which we corrected by downloading the latest firmware for the phones. Now the issue is that our NICE system is recording the reps while they have a call on hold. I can hear echo when I put myself on hold (talkpath) on the 9408 sets but not on any of our other sets. Is there a setting I am missing on the 9408 form. Do we need to make any changes to the NICE Perform 3.1? I am new to the NICE Perform world.

Thank You

 

[kyle555]

Interesting question... Who did your upgrade/ask them/ask Avaya...
Have you tried putting back a Callmaster as a test to see if your problem is related to CM 6.3 more than the set type? Also, what's going on i the background? Is this on G650s with TN2224 line cards? How does the NICE record - old way via digital lines/DS1FD type stations or H323 registration through AES? I think a thorough review of the adjuncts involved would have been pretty key before kicking off the upgrade and these questions may have been asked and answered somewhere already for you.

 

[prflash]

Hummm. You bring up something I have not tested. The Callmasters are all on G650 using TN2224 circuit packs. The new 9408's are on the upgraded G450 gateway with the MM717 card. The client advises that when they playback in COMPLETE mode it does not record the HOLD but in SEGMENT it does. You also brought up a sticky subject. At the moment the stations are still being recorded via digital/ds1fd method. Awhile back we put a "temp" solution via another vendor Recording system via AES and that was a mayor flop. Since then the LOB has no faith using the virtual method. NICE also upgraded the TSAPI client version to the latest and greatest. I will test that first thing Monday. We are trying to figure this out within ourselves before we go to the Vendor. LOL.

Prflash

 

[kyle555]

Well, more than just the firmware on the stations, check the firmware of the MM717s, the G450s, etc. Test by putting Callmasters on the MM717s and 9400s on the TN2224s and see if anything follows the cards or the phones.

But when you say you hear your voice in the 9408 in echo when on hold and speaking into it - is the recording affected at all, or is it just the user base complaining that when they speak when on hold but not mute that they hear themselves? And then what kind of headsets, if at all?

 

[prflash]

I already have tested the 9408 on the TN2224 card. It's on my desk and even on the 2224 I still receive the talk path on hold. I tested the hold feature while I depressed the mute button and I honestly don't remember the result since I left my sheet on my desk. Wouldn't it be funny if the LOB "told" us t give them back the Callmasters LOL

 

[kyle555]

I think its just a cheaper digital phone that might be doing it. Technically, while on hold, there is no talk path to the station - you can do a "status station" while on hold to double-check. Do you have the same results if you're on a 9400 station that is not being recorded? If so, I think its just the phone giving you the effect of hearing yourself in the earpiece like you do during a normal conversation and not cutting that off while on hold. There might be something in "terminal parameters" you can play with...

Chapter 135:

https://downloads.avaya.com/css/P8/documents/100171650