CTI traces for CC6

[bazzieb]

Hi there

We have a problem on our NICE Perform 3.1 voice recorder, where we have calls of up to 5hrs long. We suspect it is not getting the shutdown command from CTI. How do i go about running traces on the CTI events?

Regards

 

[picklemogg]

Hi- I doubt it is an issue with CTI messaging. You'd have to turn on Meridian Link trace messaging in CCMS to determine what is being sent from the PBX across the CTI link. You'll most likely you'll need your vendor to turn these traces on and decipher if you get to that point.

I work more on the CCMS/PBX side, but we had this exact problem using NICE. We are not yet on version 3.1 (still on 9x), but I believe NICE SP4 resolved our problem.

If the "ring-in" link message is getting to NICE most likely the "end call" event is making it.

Good luck.