NICE Call Recording

[markdavies1978]

Hi,

I have to extensions which are recording on incorrect channels. What I need to do physically is to swap their floor ports so they are using the correct channels. What do I need to do with regards nice I can see having checked Nice Monitor that all is in order but nothing appears to be recording.

Any advice?

Thanks.

 

[AlmostMe]

In monitor go to channel mode and start a call on one of the channels and see if you get a green dot next to the channel, if not then check your cabling, the green dot will show when there is activity.

 

[markdavies1978]

Yes I do get activity but it's not recording. I recently switched the floor ports as the phones were initially conected to the incorrect channels.

So, the green dot appears but nothing is recording.

 

[AlmostMe]

Are you configured for total recording?

When you see the green dot try selecting record current call. Also try live monitoring the call.

 

[markdavies1978]

I've had this problem in the past & the only way round it for me was to stop & start the CLS Services.

 

[gabtek]

Hi, CLS has nothing to do with this. If you do query on the channel, is doing the query on the logger voice DB and not on SQL. Do you have the red circle next to the green activity? The NICE supervision reports "test ok"?

 

[AlmostMe]

If you listen to the channel live do you hear activity?

Is the issue that it is recording silence or is the issue that it is not recording at all?

I assume that if you get the green dot then you can hear audio activity if you do a live monitor therefore have to assume that the issue is that the system is failing to record. I now go back to my previous quesion what sort of recording are you trying to do? Selective? Total? ROD? Other?

If total then in your logger definition you should have your channels set to total. If selective then the next question will be what is your selection criteria? Recording plans? Scheduler? etc.

 

[markdavies1978]

Hi.

We are do total recording & I can hear calls being made via monitor fine but when I query the extension I get no calls.

 

[biglebowski]

Check the logger definition tool it sounds like you have extns mapped to the wrong channels. Also check the channel labels in administrator are correct.

When I was born I was so suprised I didn't talk for 18 months

 

[AlmostMe]

Now we are getting somewhere. As bigle says it's probably down to channel mapping. This is found under Nice Server Controller/Logger Definition.

What sort of switch integration are you using? If it's a Nortel issue could be with Dev - Pos Id mapping.

 

[markdavies1978]

Thanks for your help guys.

In the end the issue was due to the physical phones being logged on with the incorrect extension numbers!

So simple!