How to define VDN in CLS ?

[GuillaumeO]

Hi there,

I'm noob on this board and I hope that I will respect the rules...

Here we have Nice System with Genesys T-Server and PABX Alcatel 4400.

I'm NICE Administrator and my company want to record some calls by pilots. Pilots are diferents routing points defined in Genesys to route calls to agents by skills ( language, knowlege, etc...).

I beleive pilote numbers are VDN numbers ? That's right ?

If yes, I probably need to set them up in my CLS, but I don't see where.

I looked in the "Administrator" and "CLS controler", but I can't search myself many time on "CLS controler". Like you know, I need to stop the system during the operation and it's in production.

Can anybody help me ?

Thanx by advance !

Reguard,

Guillaume.

 

[mikeyb123]

I didn't think that you could record the VDN only the agents or trunks. i may be wrong but that's my understanding

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[tishimself]

Mike is correct. You cannot record VDNs. You can record by VDN, meaning the VDN number the trunk came in on within an Avaya environment. Alcatel pilot numbers are not recognized as VDNs, but they should probably show up as DNIS. Either way you cannot record them.

 

[GuillaumeO]

Thank you for answer !

If I'm well understanding, I need to work on the Alcatel switch.

It's him wich should send or not the VDN numbers to my NICE System.

I'll try to share this information PABX admin.

Reguard.

 

[ACDSpain]

If you have Genesys you cannot record by VDNs.
Maybe you can do recording rules by Phone number field.

 

[GuillaumeO]

In fact I have found a hack...

Nice can see the pilot numbers (pilotNumber), the numbers of our RSI points. But you can't directly create recording rule on this one...

The tip I thought and tryed, and it's work, is to bind the pilotNumber to the VDNs in the NICE Database.

Now pilotNumber is telling VDN and I can make rules and query on them...

Thank you for all your answers !

Regards