NICE CLS 8.9 CTI server mapping

[mjmapi]

Hi Guys,

I would appreciate your help with the following, we have a NICE 8.9 mapped to a CTI server which just died on us (using Aspect Telephony ACD) , redundancy we have a backup CTI server however our NICE vendor (When we still had a contract with) advised that NICE could only be mapped to one CTI not both,

My question is how do i manually re-map NICE to use the active CTI server

Thanks,

 

[nice12345]

on the redundant cti server you will have an application called cls server controller. launch it and on one of the menus you will have a logger definition tool. open it and it should show you the mapping. launch the same application on failed server and remap accordingly, when finished click on fileand then build map file. stop start cls for mapping to take effect. you may be able to export and import the map using logger definition tool but if you have two different loggers attached to to different cls servers im not sure if it will let you inmport if the serial is different.

the other way of doing it is to use sql and do a export/import of the channel info table in nice cls database but again be careful as you may have two different logger with different channels etc. if you backed up cls database you can also restore this and this will restore your mapping.

 

[nice12345]

you should find some useful information here

https://www.extranice.com/EIS/Pages/searchresults.aspx?k=aspect&s=All Sites

also do a search for logger definition and it will show you how to do it

 

[mjmapi]

Thanks nice12345

..open it and it should show you the mapping. launch the same application on failed server and remap accordingly,
The failed server is a CTI(PSU Issue) so cannot be used, server was a old Acer, i have a mapping of my channels from my NICE CLS.

The active CTI does not have any NICE software/installation on it as its a box that came with Aspect,

I found the setting under config_wizard however even though i have put in the Active CTI servers IP i'm still not getting any recordings, my queries all come out blank but i can monitor my agents via monitor and the channels are all online

I have registered on ExtraNICE but they are not so quick on the approval and provision of logon details since they have to first "verify

 

[mjmapi]

We successfully rebuild our CTI box, NICE is now connecting, recording and i can retrieve my calls via query/evaluator, new problem noticed..

Where it shows my drives free space its now showing "Not Used, Empty", when trying to eject the tape in the logger i get a "Backup server was not initialized yet", hard ejecting the logger tape it does come out but the "Backup server was not initialized yet" does not go away, any help?

 

[nice12345]

check logger and ensure backup server module is running will see it in processes, check device manager and logs for any ssues with drive.also ensure you have latest SP loaded on applications should be sp4 as there were issues in past with errors like this. can get sp from extranice.last resort reboot logger out of hours. and see if you can enable archiving in nice backup in nice admin post it

 

[mjmapi]

thanks nice12345, will search for the process and note down all the log issues

ExtraNICE still has not responded with my logon/authorization for their site, so still waiting

 

[nice12345]

its friday, so most NICE based employess in are in ISrael and dont work today.perhaps you will hear on Sunday when there back in office. you can always chase it up with your nice contact that you entered when you registered.