NICE records after transfer to non-monitored station

[Stinney]

We have a problem where a call comes in, is answered by an agent that is monitored by NICE Perform version 3.1 system.

The agent then transfers the caller to another extension, which is not monitored by NICE, but the NICE system continues to record the call regardless.

We're being told this is working as designed. I find that hard to believe. Espcially in a 2 party consent state and the person that receives the transferred call (non-agent) doesn't know the call is being recorded.



- Stinney

Quoting only proves you know how to cut and paste.

 

[nice12345]

tell us some more about your setup is it TDM or VOIP what PBX. is the non montored agent conferenced in or cold transfer?

 

[Stinney]

TDM, Avaya CM 5.2.1 with AES 4.x, Agent cold transfers the call to a non-agent, non-monitored phone extension.

- Stinney

Quoting only proves you know how to cut and paste.

 

[nice12345]

have you looked at 3.1 IDD on extranice website to see if there is anything mentioned about this?. have you opened a SR with NICE and they told you its working as designed?. 3.1 is also sunset so you may want to put a upgrade in pipeline

 

[Stinney]

Sorry, new to NICE, formally worked with Witness, I'll have to get access setup to the extranice website apparently.

Yes, opened an SR, was told it's working as designed, which I find hard to beleive. If so, it's a bad design and violates the recording laws of our state.

Already working on upgrade plan/path, budgets, proposals and all the fun that goes with it.

- Stinney

Quoting only proves you know how to cut and paste.