NICE 101

[niborscott]

I am looking for resources for getting a crash course in NICE integrations. Specifically NICE integrations with Nortel Symposium servers. We are experiencing an error where the NICE server is unable to "connect" with the SCCS server. The NICE server is in the same subnet, can ping the SCCS server, and thick clients on the same subnet can connect with no problems. I'm looking for the basics in NICE implementations to better understand what the NICE app is attempting to accomplish - Our mutual customer wants to perform screen scrapes with the NICE server. One other point: the NICE is currently interfacing with the ACDMAX which the SCCS will be replacing in about 4 weeks. Can the NICE server simultaneously interface with the MAX and SCCS applications?

Sorry for the lengthy post. Thanks in advance.

Niborscott

 

[mikeyb123]

I would check that the nice user account is enabled on symposium.



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

 

[BarneyGumble1]

re: your first point; I'm assuming you have a cls? have you set up a username and password on the symposium. You set up the user accoutn as a desktop user. The cls then uses this account to communicate with symposium. Note: the the login details need to be entered in the cls symposium driver setup on the cls. You also need the mlsm service running on the symposium.

re: your 2nd point, i'm not sure if they can do both at the same time but I think that they can. however, you need to have a seperate driver on the cls for each. You'll need to purchase this from nice.if you don't need it to work with both at the same time you will still need to change the driver which will involve a partial re-installation of the cls itself. also, to record symposium acd phones, each handset needs an ast license and one or two other parameters enabled to allow them to be recorded.

hope this helps

 

[DancingDave]

We didn't have the two running together as were able to negotiate a large enough change slot. As Barney says you'll need to change the driver. Main steps are:

1. uninstall the CLS software
2. reinstall the software with the new driver
3. run the database update tool to add the new fields
4. update the relevant registry entries
5. run the setup routine (will need IP address and port number for the Symposium Server
6. re-enter the ext2pos details
7. test

If you still have the fat client, you can check the connected sessions window to see that the Nice user is actually connected to the Symposium server (you can also view this from the CLS too). Remember to set the client up with an admin access class.

DD

ps What's the screen scrape for?