I have standard h.323 9630 phones for my call center agents. These are set with ip-softphone as 'y' to allow for the use of One-X-Agent on the desktop, strictly for screen pops with our ticketing system. The agents do not use the soft client for the phone functionality. We recently implemented a Red Box recording system for these agents with AES integration. I setup a few agents on the recorder for recording, saw the successful dmcc registrations, but it kicked the agent out of the 1-Agent client. Upon trying to log back in it indicated the agent ID was already logged in.. I guess asking for confirmation to take it back over. How can I have these simultaneously living together in harmony?
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Multi-Reg Station
- Thread starter wpetilli
- Start date
I don't usually see recorders log in DMCC stations atop agents. Say I wanted to record agents 1100-1199 on stations 1200-1299, I might have 4624 emulated softphones on extensions 1300-1399 for the recorder.
The recorder would login 4624 emulated phones and then toss TSAPI monitors up on the agents to record via service observe or single step conference.
It sounds like your recorder is trying to record via a newer method called DMCC Split Registration.
Start around page 68 for some background info.
I haven't had to troubleshoot any split registration type applications. Not sure if anyone else around here has that experience. I'm thinking either a tweak on the recorder or maybe it doesn't support 3 registrations per endpoint?
Here's a devconnect note for someone that uses it. Only thing that jumps out is the stations having a 'multimedia mode' of enhanced.
The recorder would login 4624 emulated phones and then toss TSAPI monitors up on the agents to record via service observe or single step conference.
It sounds like your recorder is trying to record via a newer method called DMCC Split Registration.
Start around page 68 for some background info.
I haven't had to troubleshoot any split registration type applications. Not sure if anyone else around here has that experience. I'm thinking either a tweak on the recorder or maybe it doesn't support 3 registrations per endpoint?
Here's a devconnect note for someone that uses it. Only thing that jumps out is the stations having a 'multimedia mode' of enhanced.
- Thread starter
- #3
I'll have to tinker and ask the vendor if other customers come across it. The majority of recording they do is on call centers. Aside from a few AES changes the only thing that gets created is an account from the recorder. For the recorder you just enter in the 4 digit extensions of the user and once softphone and observing in the COR is set the registration just happens on AES. As you mentioned 'enhanced' multimedia mode was a requirement on the station.
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