NICE CTI

[m1kep]

I have a NICE Solution recording on trunkside on an S8700 via Avaya CTI for agent info. Due to the nature of the calls, agents are only allowed to listen to the last 10 mins when they log into the NICE to glean additional info. Some agents (no particular order!) can get their calls one day but the next it appears there is no calls to listen to even though they have taken calls (info from CMS). I used NICE monitor to monitor one agent. The agent icon was there to say that the agent was logged in but when they went on a call, they did not get the little headset to say the call was being recorded and subsequently, they could not listen to a call. As it is trunkside also, the call was there without CTI info. I have traced the CTI messages, changed leads and data switches etc but the CTI does not appear to monitor an agent. Next day the agent logs on and everything is fine. Under NICE supervison, there is an alarm next to CTI link saying "failed to monitor agent" which NICE say points to a telephony switch issue. Anyone else experiencing a similar issue???

Cheers

Mike

 

[mikeyb123]

We have had similar proble to this. Was teh agent being monitored by anything else at the time?

We had supervisors who were monitoring the agents via the phone system observe function. This would stop the voice reorder litening in as well.




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

 

[m1kep]

Hi Mikeyb123

We also have a CRM package connected to the same agents. This allows screen pops against a database for previous callers. Are you saying that potentially they cannot listen in tandem?

M1kep

 

[mikeyb123]

That's what we found.

The supervisors now have to use nice monitor instead of the phone system way.

bummer eh?

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

 

[m1kep]

I'll make further enquiries before making a judgement but thanx for giving me some pointers.

Regards

M1kep

 

[AlmostMe]

Have you got a separate user configured within Avaya CT for NICE to use for your security database of monitored devices?

 

[callsignapollo]

I have had this issue before across several client sites, fix was an Avaya CT rebuild, with updated DLL files from Avaya, and a complete SDB upgrade..

If you would like a document on how to create a new up to date SDB from the current PABX records or a spreadsheet, PM and I will email you one I made for the company I work for.. basically instead of spending hours putting hundreds of extensions/vdns/acds in the CVCT it will take you 10-15minutes?

Might be worth a look..

 

[m1kep]

I think that both applications log in as the same user. From RoamingKiwi that looks like a no-no!

Callsignapollo - Any help would be apprecaited. Is there a cost involved?

Thanx for all the help!

M1kep

 

[pedro1974]

I agree, looks like all the VDN's and ACD's are not included in the CTI server....I've seen a similar issue...also, I've seen strange things happening if the CTI server has 2 x NICS not setup correctly...try disabling the 2nd NIC and use only one... Takes a second and worth a go !!

 

[Ifdeadgo2end]

Hi - first post here so bare with me.

Are you using CVCT? - if so check that all the users station hunt group extensions are in there. I have group called nice_cti on mine.

Also, I think Nice uses single step conference instead of serv-obv so there should be no conflict.

Lastly - it may be a bigger problem - maybe the Avaya cannot do the sinlge step conf due to load restictions - I think theres an upper limit but not sure how to check this.

Hope this helps.

 

[denazn]

If you're not receiving the little "headset" on the agent, but seeing the yellow "head", it means you received the login event (via the hunt group), but never received the CTI information for the phone.

Check to see whether the device in question is in the nicecti device group. (This is the default device group name for nice, although, it is entirely dependent on the login you use to the CVCT).

As for monitoring devices using the observe function, single step conferencing allows for multiple observes on the same device - while service observation doesn't. The difference is in the intrusion method used. SO observes at the set, SSC intrudes on the CallID.