Hi everybody
We recently changed the recording method from single-step conference to DMCC.
Basically, NICE registers to n stations which automatically starts to "service-observe" permanently all the stations we want to record, and record everytime they make or receive a call.
The issue is with call center supervisors who are being recorded/service-observed, when they want to service-observe other stations/agents. They get busy tone and denial event 1671 "Svc obsrvg svc obsrvd NA" in traces. At first this looked like a working as designed however, NICE techs state they have this up and working on other customers. All CORs related have they respective permmisions to do the job.
Allow Two Observers in Same Call? is set to Yes but provides a different feature from what we need.
Is there any option to allow to service-observe at the same time that it is service-observed? What could be the solution?
Thanks
We recently changed the recording method from single-step conference to DMCC.
Basically, NICE registers to n stations which automatically starts to "service-observe" permanently all the stations we want to record, and record everytime they make or receive a call.
The issue is with call center supervisors who are being recorded/service-observed, when they want to service-observe other stations/agents. They get busy tone and denial event 1671 "Svc obsrvg svc obsrvd NA" in traces. At first this looked like a working as designed however, NICE techs state they have this up and working on other customers. All CORs related have they respective permmisions to do the job.
Allow Two Observers in Same Call? is set to Yes but provides a different feature from what we need.
Is there any option to allow to service-observe at the same time that it is service-observed? What could be the solution?
Thanks