Nice recording issue on CS1000 7.5 with CCMS

[StandardMonster1]

We are having a problem with our new nice recording equipment. The installer is insisting that the issue is on our end but we cannot find anything that coud cause this. On some calls 3-7 daily we are getting 5+ hour recorded files. This is station side recording, the calls were all inbound through PRI circuits and sent to agents through CCMS 6 to ACD agents. Reading through other posts I have seen there was one other thread about a similar issue from somebody running trunk side Nice, but I did not see a solution in that thread. Any thoughts or ideas would be greatly appreciaited.

 

[BMiles2000]

I am assuming that you have ran a report on the station in question within CCMS... Does it show a call for 5hrs? I am guesing it does not. I am not familiar with NICE recording equipment but... I would suspect that the recording equipment did not receive a stop control signal. I would look at the logs in CCMS raw data to see if the proper start/stop control was sent for the call in question. If it was then I would look at the raw data in the recording software to see it received the start/stop control... If it did not receive it then you need to look at the transport method/media for errors... should be fairly easy to track down.

Bryan J Miles
Implementation Engineer
Xeta Technologies Inc

 

[StandardMonster1]

Thanks much for the input. The stop control was sent in the CBC report. We will have to check our network but looks like it is likely on the other end.

 

[janaya]

they should also be able to see in their data when the call started. this way you can show them in your info where it ended and they can compare.

 

[biglebowski]

haven't touched nortel for years but there was always an issue with symposium that affected all VR products, I have seen it affect nice, verint and witness.

Intermittently the symposium wouldn't send CTI "call end events" so the reordings would be joined or continuous. When I was at verint we got around it by adding a feature that automatically closed the previous recording and start a new db record if a start event was received for an extn without an end event first.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.