Nortel DMS-IP sometimes doesnt send audio to Logger on incoming calls

[NiceDad]

Hello.

I have a recording solution installed with Nortel and NICE Perform and we are using DMS-IP to do active recording.

The main problem is that sometimes an agent that was recording fine stops to have incoming recordings and once we troubleshoot the calls we see that in the DMS it seems like there is no call so we doesnt send the audio to the VoipLogger although NICE is trying to record it.

Can someone help me?

Best regards.

 

[BearL]

Are you aware of the following limitations with DMS-IP:
The Nortel DMSIP limitations are as follows:
• Nortel does not support more than two extensions (DNs) on the same unique physical device number (TN).
• The solution does not include media recording verifications.
• Only one client can record a device. Several clients cannot record the same device.

There are also general limitations Nortel Meridian that could be relevant:
The following lists the Nortel Meridian Link (MLS) integration limitations:
• Blind conferences are not supported by the Nortel PABX.
• Transfers to conference calls are not supported by the Nortel PABX.
• Transfers to customers after incoming calls do not get Transfer events.
• Delivered Events are not sent in outgoing calls. Therefore, there is no way to check the ringing period.
• Nortel PABX does not get Connection Cleared Events for customers. Therefore, there is no way to check the hang-up side.
• CDN is supported only if an Agent calls the CDN or transfers a call to the CDN and then interacts with the other Agent who received the call. (Calls with blind transfer to CDN are not
supported). If the customer calls directly to the CDN, the number does not support CDN information.
• MARP-MADN is not supported.

 

[baldyca]

NiceDad -
When AST Yes - on 2 keys, you see the bitmapping on the TNB. This is similar to the Symposium Acquiring the TNB.

NICE CLS does the same thing. For Nortel, it "Acquires" the AST-DN, and the AST-POSID.

If there is any change to config, CLS, SCPW, etc, I have seen the bitmapping, or acuire state change.

Another thing I have seen is that the VoIP Logger Dispatch Service hangs. NICE Interation Dispatch on perform server is connected, but the service on the VoIP logger is hung, so it is not "listening" for the RTP sends.

AS far as the list of things that Bearl says, he is right, but it is not MLS limitation, it is NICE limitation. THe PBX and contact center know the state of events,
Just NICE doesn't because they have a hacked agent that Imitates an agent phone to the Contact center, and then spoof the PBX to send the Dual Stream to the IP of the Logger.

The limitation is NICE's secret soft agent for not figuring out how to hack the Nortel speak on the elan 100%