Call recording problem

[Smovk]

Hi,

We are recording calls in call center on Avaya Definity Si (2.1.1). We have agents in several groups. In main CC group recordig is working without problems, but we noticed on some groups that something is wrong.
We are recording phones 2000,2001,2002,... On these phones agenst login (they can be on any phone) 3000,3001,3002,...
If all agents are logged in, we can se that only one agent is loged in. We can see only agent 3000.
We noticed that if a agent 3000 recives a call, it is recorded (we can see that in NICE monitor - agents application), but when agent 3001 or 3002 or any other agent receves a call, call is also recorded (we can se that in NICE monitor - trunk) but it is recorded as if call was made by agent 3000.

Any idea?

Regards,
Smovk

 

[AlmostMe]

If you do not see the agents login/out then it's usually due to not having your Skill VDN's (ACD Hunt Group numbers, whatever you want to call them) enabled in your nice device list in Avaya CT.

 

[tishimself]

Just to clarify so you can pull the right info. Its not VDNs that you need. Not trying to step on you Kiwi It is the Hunt Group (also called Skills) extension numbers. So if you look the agent up in CMS see what skills they have assigned. Give those skill numbers to your Telecom ppl and have them give you the corresponding Hunt Group Extension numbers. Then add those HG extensions to your CTI device group that Nice is monitoring.

To get the info on an Avaya switch console the command is:
disp hu XX (XX being your skill number)
and the Hunt Group extension can be found on that display screen. But that would have to be run individually for each skill #.
or for all extensions at once they can do:
list extension pr
and that will print out all the extensions on the switch and you can pull out which extensions are hunt groups.
or.. the best way to do it would be to use ASA (Avaya Switch Administrator) and type:
list hu
Using ASA will give you the hunt group extension with the corresponding skill number on one screen making it easier to determine which ones you need. For some reason using Terminal Emulation or Console to access the switch doesn't give you all the info in one screen with that command. Hope this helps.

 

[Smovk]

Thanks, that was the problem.
Now I have another one:
I added some supervisors for listening phone calls in NICE administrator application. When I installed NICE tools on several computers they (supervisors) could log in and find records, but they could not listen, audio player just played silence. On one PC (in same subnet as CLS) the same record worked OK and we could hear it.

Any idea?

 

[AlmostMe]

Check in your output options on the workstation that Local is selected for Query application and monitor, this can be found under system Options I think (from memory)