Loggers not updating after changing agent extension

[lsmille]

We are having a issue with the loggers not updating or recording after an agents extension has been changed. Has anyone seen this problem before?

 

[AlmostMe]

If this is perform there's an update channel configuration button in channel definition and a apply changes button for CLS changes.

 

[lsmille]

Yes, we do this each time we make changes. Any other thoughts? Which brings another question up, do you have to stop and restart logger services when changes are made? This seems really strange.

 

[tnice]

whats the integration and Perform version.?
is this Digital logger or VoIP?

 

[lsmille]

This is Perform and it is VoIP using Cisco UCCE

 

[tnice]

if it is NP3 , you have to restart Interaction Center, whenever you are update&changing any channel.
if it is NP3.1 or 3.2 , you just need to update channel mapping and monitor station and apply for integration.

most of CM integrations, driver is updating newer stations IP addresses..
check the ip adress on RCM logs if they are updating..

 

[AlmostMe]

Please clarify exact issue, are the calls being indexed but failing to record audio or do you not see the events from Cisco as well?

 

[lsmille]

Thanks for the info, currently we are using NICE 3.1 ver 9.10.5.382 and when we change agents extension in CM and go through the process of removing all of the previous extension info,update configuration,etc, then add the new extension info, it no longer records. We have gone to great detail in checking the process of removal but we still do not get recordings.

We have found that if we assign the original extension again that the recording starts again. So it is as if the agent extension never was removed in the first place. Even after the extension has been changed we still see the old extension showing up in the log files.

In answer to the second question, we see no recordings what so ever.

 

[DDFSA]

Process of adding and removing exts are timeous, and often dont work properly.

My suggestion would be to go through the steps and make sure all info is properly deleted, more importantly, always SHUT DOWN the logger from the start>SHUT DOWN, and then stop the rest of the services . i.e IntergrationsDispatch; NiceIntergrationLogRetension; NiceIntergrationReortingLevelDumper.
Once the services are stopped you can start them up again , including the NTLoggerSvc.

Try this it might just work.

 

[AlmostMe]

Are you seeing events for the new extensions? If you don't see the events then you won't record the calls.

Is it TAPI or ICM or CTI/OS integration? If TAPI then check TAPI monitor that you can see the extension and that it is does not have norecording set.