Getting a busy signal

[markus115]

I'm not that familiar with Witness but I have a problem somebody out there has hopefully seen before. Users are complaining that for some agents the only audio that gets recorded is a busy signal. The way I understand it, Witness has a certain number of sets built in the PBX that act as supervisor sets and use the observe function to evesdrop on the agents and record their phone calls. When I try to manually observe one of the agents in question from another phone, I too get a busy signal. According to Nortel (we have a Nortel PBX), you get a busy signal when you try to observe a set that is already being observed. Using that logic one would think that a Witness set is "stuck" observing that phone thus giving everyone else a busy signal. The problem is that we had rebooted Witness and disabled/re-enabled all the witness ports on the PBX without it fixing the problem. We have found that the only way to fix it is to "out" the agent set and rebuild it. Needless to say that is a pain in the butt!

So, if anyone out there has seen or heard of anything similar, please let me know.

Thanks

 

[mrcom12]

Hi not sure if this will help, but I had a simlar problem on an AVAYA switch.

Because the extension is being already recorded using Service Observe it will not alow you to initiate another service observe on the extension. You have to set up something called Live monitor, which are licenced on Witness CSCM. Also check Class of Restriction setting to ensure they can be service observed correctly.

regards

 

[ChadStellar]

I've got a similar problem in an avaya environment . We've investigated the existing service observe but the volume of calls recorded with the fast busy is too high. Out of the thousands of calls we record each day about 10% are bad. There is no way we could have that many sups trying to service observe while witness was trying to record. I've had a ticket open with witness about this issue for over a month and they have been unable to determine a cause. After we disproved the simultaneous serv obsrv theory they started looking for hung channels. so far that is a dead end. I'll let you know what the come up with. BTW, you didn't mention what version you were having this prob with. we are on 7.6