PositionID and Contact Center 6?

[arrrghhh]

So here's my problem... we moved 2 users, and now the stationID that our call recording system is backwards. But everything I can verify in the call recording system is setup correctly, and everything on the PBX seems correct.

So what I can't figure out, is where is the position ID in Contact Center? I found where the phones TN is mapped to the name of the phone... but I can't sort out where the ACD position ID is.

What I speak of is this:

KEY 00 ACD 8802 D 8337
AGN

In this case, the position ID is 8337. I can't figure out for the life of me where this is mapped in Contact Center, and perhaps I'm barking up the wrong tree, but it seems to be the only remaining hitch. I've updated all the values in the call recording system to match the PBX, and everything is in sync... but whenever this one user logs into his phone, it's showing in the call recording system that they're logged into the other person's phone. I did move the phones, and *thought* I took care of everything... But I didn't think anything needed to be changed in Contact Center, but seemingly that position ID is hard-coded somewhere into that TN, I just can't find it.

Any help would be MASSIVELY appreciated, thanks!!

 

[hungnnb]

Hi,
In my understanding, PosID is only set for ACD, contact center doesn't have any set up with this. CC only concern about log in ID to manage the agent.

 

[arrrghhh]

That makes sense...

I guess I don't get where I went wrong then. Everything seems to be matching up perfectly... it MUST be in the PBX somewhere.... I just don't know where to look. I'll try posting over there, thanks.

 

[sandyml]

Check your real-time display - when those 2 agents are logged in, you will see the position ID that they are logged into on the display. Then you can verify that you have the correct position ID configured in your recording system.

There isn't anywhere that a phoneset position ID is mapped in Contact Center. An agent can log into any acquired set, which I know can be a problem for recording systems that may need to have a permanent configuration. You may simply find that the agents are logged into a different phone/pos ID than you think.

 

[dj4020]

Are you using Witness call recording Software ? ? ?
If so you'll probably need to reboot your call recording software. We have run into the problem in the past. We no longer move agents from one phone to another. We take the TN and crossconnect the original phone to the new location. Result is agent physical location has changed and you call recording stays happy.

 

[sandyml]

dj4020, same here (different platform, same practice). It's such a pain otherwise.

 

[arrrghhh]

Yea, that's what people here have told me... After someone told me to out the phone and rebuild it.

We use Nice Perform to record calls, and I did try restarting that entire server (not just the services) and it didn't change anything.

I need to talk with some of the techs here, because today it seems to be working. Either someone changed the cross-connects, or... well I really don't know what else could've happened, because I verified everything else.

Thanks for the help guys, I will definitely move cross connects in the future. A lot less headache!