Nice- picking up other agents calls

[181077]

181077 (TechnicalUser) 25 Apr 05 6:10
Hi there,

I was wondering if anyone has experienced the following problem with NICE systems.

When searching for a call for a particular agent it brings up all the agents details and login id's but it is another agent that is speaking??.

I have checked all the logins and they dont appear to be using each other logins (confirmed from centre-vu) but NICE is picking up other agents calls under there id. This only seems to be happening with Dialler/outbound calls.

Any comments are appreciated.

Thanks,
Donna

 

[biglebowski]

this sounds like a channel mapping issue have you checked the logger definition tool is configured correctly.

Are you suggesting coconuts migrate?

 

[181077]

Hi there,

I will check this first and let you know how I get on.

Thanks,
Donna

 

[BarneyGumble1]

If the log def tool checks out ok you could also look into the following:

If your system is recording extension side then you need to make sure that the correct extn is on the correct channel. If this in incorrect, the prob will still happen even if the log def tool is right. Also if you are using the agent silent login application you need to check that it's configured with the correct extn number. Also make sure that the correct windows logins are showing against the agents profiles. This is definitely just a system admin prob and not a system fault.