CallParrot Question

[adminkirk]

We have a BCM400 (4.0) system at my company and we use Call Parrot to records our client services calls.

The server looks fine and I can see activity under the "Active Calls." I can record calls only if I set a record schedule to capture all of the ports. This is the only way I can record, ultimately recording all phone calls that come into our BCM.

Previously, I was able to see the DNIS of calls coming in to see which user the calls were going to. When this happened, the Callparrot system would match the call up with an ACD Agent and provide their name and extension as well.

For some reason, I'm not seeing information for anything that would be in our system. DNIS only lists numbers my employees call and CLID information is only provided for calls coming into us, but we still have no way of determining who the call went to.

Does anyone have any ideas why for some reason the Callparrot is not receiving any call information that is related to local DNIS numbers?

Thanks in advance!
Kirk

 

[Boomarang]

Does the system user looking at the call activity have the ability to see the info you are looking for? I recently added two new stations and had to add them to the list that the system user can see. I also had some name on the wrong ports.

I can't remember exactly where it is. I'll look again when I get back to the office.

 

[adminkirk]

Thanks for the ideas. I was looking at it with the admin account, with all ACD agents and DNIS numbers assigned to that account.

I restarted the BCM that night and like magic the next morning the missing information came back.

After that happened, I realized this isn't the first time I've seen this happen. Once in the past, Callparrot stopped showing information about our DIDs (CLID and DNIS) and the next reboot solved it.