Group Page with NICE

[azpards]

We are using NICE Perform and whenever we do a group page the NICE system stops recording and the CLS needs to be re-started, has anyone else ran into this issue? NICE says that it has a limitation of 12 simultaneously calls be connected at the same time, but group page has a 32 member capacity, so I'm just curious if this is a flaw in the NICE design or if there is some patch that needs to be applied to fix this.

 

[AlmostMe]

Can you explain what you mean by group page more clearly? .

 

[azpards]

There is a Group-Page feature in the PBX that can be setup so that up to 32 members can be called at once and it activates their speaker phone so that a manager or someone can make an announcement to the agents through their phone.

 

[AlmostMe]

I'm surprised the group page would have an affect on the CLS. What is the switch type and CLS Integration. I suspect this is not something that can be resolved through this forum as it's going to require some indepth analysis, doesn't hurt to try though.

 

[azpards]

I don't know that it's specific to the Group-Page feature, NICE says that if 12 or more agents all tried to make a call at the same time it would drop the system too, we just happen to use Group-Page and are now seeing the issue. We have an Avaya S8720 with S8300 and G650 LSPs off of it

 

[jarod75]

Hello,
regarding your last comment I would precise the following points:
The limitation precised by Nice is the limitation to record simultaneous calls at the same second.
It means in the same second, the Nice system can hadle up to 12 new calls.
It's not related to the numbr of channels or users your system have.
I suggets you look in a different way to find out what's happening.