NICE Perform 2 SP5 (TrunkSide ICU w/AVAYA IPSoftPhone 6.0)

[AlecSnow]

We're using AVAYA CM 4.0, IP Softphone 6.0 Telecommuter and Road Warrior modes with the same result, there is no audible voice recorded but instead there's just a single long sound through the entire length of the call.

NICE = Perform 2 SP5, ICU Trunk-Side Logger.

All calls by internal staff (AVAYA 8410D phone) record fine through the ICU and Extension Side Loggers.

Has anyone run into the type of issue before? Any suggestions on what might be causing this issue?

 

[nice12345]

how is audio forward to voice logger, how are softphones regsitered to NICE system?

 

[AlecSnow]

The softphones aren't registered to NICE system, they're registered with the AVAYA CM. These stations have no audio forwarded to the voice loggers, nor are they mapped to them, since they are remote staff and should only be recorded by the ICU.

 

[nice12345]

umm not sure that will work.

 

[AlecSnow]

Should - will! I've used this in another site with 100's of agents being supported remotely using AVAYA soft app's in an ICU-only environment. Now that may be the culprit, will ICU's pick up calls for staff that are not mapped to Extension Side Loggers, in a split environment. When using AES, should the system need to be designed as Total or Selective recording in a dual recording system (ICU and Extension Loggers)?

 

[nice12345]

would need to see config of site and logs on interaction server to fully understand what the problem maybe.

Can you make a test call and post logs?

 

[AlecSnow]

Tried to Live Monitor the agent, FAIL. Looks like there's a mapping issue related to the ICU (acc'ding to NICE)

 

[nice12345]

could you post the monitor log off application server along with rcm and call server log?