NICE call recording system.

[181077]

Hi there,

I was wondering if anyone has experienced the following problem with NICE systems.

When searching for a call for a particular agent it brings up all the agents details and login id's but it is another agent that is speaking??.

I have checked all the logins and they dont appear to be using each other logins (confirmed from centre-vu) but NICE is picking up other agents calls under there id. This only seems to be happening with Dialler/outbound calls.

Any comments are appreciated.

Thanks,
Donna

 

[SF0751]

You might want to check out forum911.

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[181077]

Thanks - I will read through this.

Cheers,
Donna

 

[Cti4all]

Donna

If doing TOTAL recording, ensure the stations are properly mapped in the Logger Definition Tool on CLS. You could be playing audio recorded on a channel that is actually another station wired to the logger channel.

If this is not a hard-wired total solution, Nice creates a table to map Agent to Station. It builds the table from login/logout events from CTI when moniotring the lead ext of the hunt(s) the agents log in to.

There is a default setting in the Registry on CLS under HKLM/SOFTWARE/NICECTI/SYSTEM/CALLSERVER which is labeled op_MultipleLoginPerAgent. Nice added this to accomodate Nortel implementations where Agent ID maps to two different dialable numbers. For whatever reason, the installers forget to change this setting.

What this does is allows multiple entries in the login table for a given station or agent. When agents share stations, or move about, the previous entry (showing a logout status) is re-activated when a new agent logs in. Now there are two entries in the table for the station, and CLS parses the file when a call arrives and uses the first instance which will often be wrong.

Change the reg setting to "no" and restart Dispatch on CLS. Call Server will read the new setting. You probably also need to flush to login table by rebooting CLS when you do this.

Additionally, make sure you have all stations that the administered agents log in to in the list of devices CLS monitors in the CM. For Avaya CT, this is the NiceCTI device list, for other CTI servers it is the device list file on CLS that you administer. If a logout occurs on an unmonitored station, the entry is not removed from the login table. Then, later when another agent logs in to the same station (and perhaps the station is added to the device list), you have two entries for the agent in the login table (this will appear in Nice Monitor as two login instances on different stations for a given agent, or login status when an agent is not actually logged in).

The login table can be flushed if reboot does not do it. Use c:\Nicecti\Tester.exe on CLS. CLick 'Connect' and then 'Call' then 'Set Agent Activity' on the menus of this app. This brings up a tool that can be used to manually login agents to stations (we have used this to login IVR ports to allow us to record interactions with NLSR ports to improve routing accuracy in the NLSR routing programs). Set Switch ID to 1, and select 'Logoff All' in the drop down box, and click ok.

This clears the login table. Then, restart Dispatch. Until agents login (on older CLS), or for a period following Dispatch start, the agents will not appear logged in, this takes some time to rebuild the login table. Best to do this after hours so you start fresh when agents arrive the next day.