calls merge into one call

[expack]

Hi,

We have NICE 8.9 voip logger solution.

Problem : several calls are recorded as one call.
getting one big call instead of actual small calls.

i have checked the channel properties for on/off hook,Activity etc. parameters...but those are disable.

how can i stop this.

it happens on the peak hours where agents are getting back to back calls.

Thanks for your help and advice in advance......

 

[expack]

on the floor we are having Cisco IP Phones..

 

[nohuhu]

expack,

i think you need to check cls integration logs for errors and missing messages and such.

 

[AlmostMe]

identify if the first call of the merged calls always appears to be a specific type, i.e. call is transferred to another device and then find out what that device is and see if it's in list of limitations.