Missing CTI Information..

[1ce]

Hi guys,

I have a problem where only 70% of my recorded calls have CTI information, they have a date/time/duration stamp, but no agent name or agent ID when I run a query..

It is for NICE8.8, with an AvayaS8700/CVCT setup..

All the extensions/VDN's/skills are in the CVCT and I am getting unmapped recording errors.

Any ideas guys?

Thx

 

[biglebowski]

there is a mismatch in the logger definition tool between what trunks are defined and what is actually there. Load up the log def tool and compare all the trunk info to what you have in the switch. What are the exception codes for the calls?

Are you suggesting coconuts migrate?

 

[denazn]

1ce,
If you don't have any agent name or agent ID, then you are running the query with a channel defined.

If you go into NICE Query, you will see two tabs - one for Agent, the other for Channel. Agent queries the CTI, Channel queries the logger directly. Remove the channel and you should get purely CTI data.

Unmapped recording errors (exp015) means the extensions you want to record are not in the logger definition tool. Grab a list of extensions you are supposed to be recording (or your DS1 extensions if you are doing service observation/SSC) and enter them in the logger definition tool based on how they were wired to the logger.