Greetings to all
I am starting with the problem I have with the NICE system.
Following is detailed description of the problems we encountered
The system we use :
- NICE CLS (Basic Server) Version 8.9
- QM - NICE Universe, version 8.9
- NICE VoIP Logger, version 9.10
- NICE Screen Logger, version 8.9.
All running on Server 2003
We use DHCP with separate LAN segment for the Stations IP
The problems:
- The calls recorded in the system does not correspond to the proper agents
- When making query by agents some of the agents does not have sound in the recordings
After system check and analysis we found that:
- The stations id does not map to proper IP address
- The voice logger has some sort of table which tells which IP to be mapped to a certain Extension ID
- The example: station 2002 – IP: x.x.x.87 records on channel 15, according to the total VOIP handler in Nice CLS, station 2002 is supposed to be recorded and mapped to channel 2
in the Monitor agents app. - user xxxx with ID.xxx does not correspond to the proper station
There is definitely wrong mapping between the stations and the channels.
Could anyone assist with this problem.
thanks in advance
I am starting with the problem I have with the NICE system.
Following is detailed description of the problems we encountered
The system we use :
- NICE CLS (Basic Server) Version 8.9
- QM - NICE Universe, version 8.9
- NICE VoIP Logger, version 9.10
- NICE Screen Logger, version 8.9.
All running on Server 2003
We use DHCP with separate LAN segment for the Stations IP
The problems:
- The calls recorded in the system does not correspond to the proper agents
- When making query by agents some of the agents does not have sound in the recordings
After system check and analysis we found that:
- The stations id does not map to proper IP address
- The voice logger has some sort of table which tells which IP to be mapped to a certain Extension ID
- The example: station 2002 – IP: x.x.x.87 records on channel 15, according to the total VOIP handler in Nice CLS, station 2002 is supposed to be recorded and mapped to channel 2
in the Monitor agents app. - user xxxx with ID.xxx does not correspond to the proper station
There is definitely wrong mapping between the stations and the channels.
Could anyone assist with this problem.
thanks in advance