Hi
We are in the last months (thank goodness) of running a BCM 400 with Telstrat Engage call recording. We are having a problem with our Engage playback log as displayed in the Engage Client. We have calls for an agent that are being recorded fine, but the call log is not displaying the agent ID, Full Name or DN (see image). I have removed and replaced the ACD Agent in the configuration section, but this has made no difference. As a consequence of this, our assigned system users cannot see these calls and, therefore cannot playback.
Even though we only have weeks left using this system, I need to have these calls displayed for playback by our system users.
Any ideas or suggestions will be greatly appreciated. Thanks
We are in the last months (thank goodness) of running a BCM 400 with Telstrat Engage call recording. We are having a problem with our Engage playback log as displayed in the Engage Client. We have calls for an agent that are being recorded fine, but the call log is not displaying the agent ID, Full Name or DN (see image). I have removed and replaced the ACD Agent in the configuration section, but this has made no difference. As a consequence of this, our assigned system users cannot see these calls and, therefore cannot playback.
Even though we only have weeks left using this system, I need to have these calls displayed for playback by our system users.
Any ideas or suggestions will be greatly appreciated. Thanks
