Nice/Cisco - Recording External Calls

[deanz]

Hi everyone,

Disclaimer: A confused and not NICE-savvy individual!!

We NICE Perform (3) deployment in a Cisco IPCC (Contact Centre) environment. NICE is connecting to the CTI server for messaging. We are having problems with recording/monitoring outgoing external calls; internal and incoming (external) calls are OK. The Cisco CTI Protocol version is 11. In NICE, if I choose CTIServerProtocolVersion 11, there is no connection to the CTI server at all. I suspect there is no version 11 and am not sure what the compatible/highest version is in the NICE environment.

If I select CTIServerProtocolVersion 7, NICE connects to the Cisco CTI server and has visibility of all calls but when an outgoing external call is answered, I get the error below and and the call always shows as a 1 sec call in the monitor window.

"28/08/2007 09:34:23:406 ConnectionManager_1 [23C] - CCisco
eption was caught in the receive msg from the CTI server" error.

With version 8 (which is the highest version that connects to the Cisco CTI server), I can monitor everything properly except for outgoing external calls - doesnt appear on the monitor screen at all.

Any help appreciated!!

Thanks

 

[deanz]

pls ignore above post - problem with route groups/filters led to this