NICE Query play back question?

[9885776408]

Hi ,

When I click the "Hard Disk symbol" on the recorded call , unable to play them on my workstation, getting the error message as " doesnot have sufficient preveliges on that Logger & channel number" . But when i click on the calls not loaded on the harddisk i able to play them.why?

 

[AlmostMe]

I suspect you are doing both an agent query and channel query. You may have privileges to search channels but not play them back whereas you have privileges to replay agents.

For the ones you can play back do you have agent details included in indexes whereas the ones you can't these details are missing?

 

[9885776408]

How you are differentiating the agents query by channel query

 

[AlmostMe]

To do an agent query go to channels tab in query options and leave the channels option blank (i.e. move all channels to the left).

To do a channel query go to agents tab and leave the agents option blank (i.e. move all agents to the left).

 

[AlmostMe]

The difference between agent and channel query is when you do an agent query the system will query the database. Typically you will see the source field will be blank when the results are returned because the database itself does not know the location until you try to replay the call and it then searches the logger/storage center/tape if applicable.

When you do a channel query the system searches the logger itself hence why you do not get additional CTI tagging fields such as phone, agent id, etc etc. Because it is querying the logger itself it knows where the audio is (i.e. on the logger) so the source will be populated with the hard disk signifying this.