Nice monitor - multiple agent appearence

[mikeyb123]

I have a question.....

We are rnning nice monitor v8.9. I'm seeing multiple appearences of agents. ie agent x will be listed 4 times in the monitor window and have a call against them. when I listen to the call they are not always the same.

What I think is happening is:

1) a call is presented to agent x
2) agent x is unable to deal so they xfer the call
3) monitor keeps the association of that call to agent x even thou it's been xfer's away
4) agent x gets another call so we now have 2 appearences in monitor

Does this make sense? Is this a valid thought or is the cls not picking up cti events?

any clues? Nice support keep on saying that it's a "mapping issue"


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

 

[mcopini]

If one or more of the appearances are 'greyed out' these could be calls that were recorded minutes before still shown in monitor, just to give you the opportunity to listen to them. There should always be one appearance not 'greyed out' which is the actual 'live' agent-status / call.
Hope this helps (and is true...)

Kind Regards,
Maarten Copini

http://www.effecta.nl

Home is were you end up when you've got nothing better to do

 

[mikeyb123]

Hey Maarten

none of the calls are greyed out. you can click on any of them and get a call.......

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

 

[mcopini]

Then it'a mapping issue indeed...
:-(
Sorry I couldn't help.

 

[mikeyb123]

I'v ebeen through all the e1 mappings and all of the agent set up and I can't see any difference..

could the cti link to our symposium be getting hammered? ie it's missing events? not picking them up?

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

 

[mikeyb123]

it turns out that even thou we are not recording IVR events we need to put the IVR extns into the ignore list in nice....

simple eh??????

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

 

[faizan1]

reset the Tlink betweeen MapD and Nice Logger, this will lead to disable all the unwanted Logger logins .

 

[1ce]

How long has it been since you have reset the MapD, are there any hardware alarms in the MapD, etc..

I have had problems such as this and they are usually due to the MapD not presenting correct CTI events from the PABX..

(even if you can ping the MapD without anypacket loss it does not mean that the correct CTI information is correct).

 

[kuede]

Hi all

We've faced this issue several times. It can be a bug of the CLS driver module (mostly Strmdll.dll), or missing information in the configuration.
Tell me the Nice CLS version and the Driver (Symposium, CT-connect....), maybe I can give you a hint.

Bye

Kuede

 

[denazn]

mikeyb123:
Usually the multiple agent appearences are from missing call events.

Generically speaking, NICE expects a start call event to show a call was initialized and an end call event when a call is complete. Sometimes, when a transfer occurs (usually outside the PBX), an end call event is not received (since technically the call hasn't ended because of the transfer - but then there is no way for the outside world caller to alert the PBX the call is complete after they hang up). As a result, the call stays open. NICE does have a mechanism to "clean up" these calls which is basically a registry parameter in the CallServer (op_Max_call_duration) which is usually set for something like 86400 seconds. this is changeable although you may want to evaluate what your maximum possible call duration is for your location to make sure you don't cut off calls that are legitimately that long...

 

[Cti4all]

On Avaya PBX, we have seen this quite often. Nice driver is not real good about keeping track of multi-party calls. NT PBX should be sending an event about the xfer as you see the new agent on the call, but CLS is not dropping the first agent from the call until the call with agent 2 is finally dropped.

I think the idea is that if you query on agent 1, you can listen to entire call, even after he drops. Probably just a quirk you will have to live with