RECORD screen - Unmapped + CLS_RECORD_FAILURE

[manueljuin]

Hi all,

Well, I have some errors regarding my screen recording and the channel mapping of it (I think!).

In order to use a digital matrix for the voice/trunk recording of the Nice Perform 2 solution, I changed the option ReadMappingFromFile = Yes (RCM Configuration of the CLS Server).
I did not define anything in the channel mapping (CLS Definitions) in the system administrator.
After that, I put the 2 .map files (one for the voice - hard to built - and one for the screen).

I have some "RECORD screen - Unmapped" errors in the Call Server logs and something strange is the fact that I record all the time the same screen computer even if the recording is starting from another computer with another ROD client & ACD. I have the voice of the other agent working on the other (his) computer but the screen of the wrong computer!

Help me, please

Here is the screening 71335102.map file description:
[General]
Recording_Type=mml

[span_1]
172.19.97.57:2102
172.19.16.119:2102
172.19.15.130:2102
10.12.1.37:2102

Call Server logs extract:
03/04/2007 16:31:50.439 INFO [5452]: CALLSRVR: AgentMngr - look for OS Login for Agent 8720 Station = 8723, SwitchID = 1 (LogWriter.LOGWrite2OldLog)
03/04/2007 16:31:50.439 INFO [5452]: SELECTOR: Recieved a call for decision: Agent_ID=8720, Extension=8723, Switch_ID=1, Direction=0, Dnis=3206, Dialed_Num=, CLI=158215000
Found Selective program for the call. Program Name: Selective Incoming V, Program Id: 1 (CoreLog.WriteLog1)
03/04/2007 16:31:50.454 INFO [5452]: Start record Request to RCM. (LogWriter.LOGWrite2OldLog)
03/04/2007 16:31:50.454 INFO [5452]: RECORD Voice, - Start on open call for agent 8720, ext 8723, VDN 3206, switch 1, stat 34603012 (CoreLog.WriteLog1)
03/04/2007 16:31:50.454 INFO [5452]: RECORD screen - Unmapped: Sta:8723, Agent: 8720, Dev: -1, Trunk:1/69, Rack:-1/-1, Start:1175610710 (CoreLog.WriteLog1)
03/04/2007 16:31:50.454 INFO [5172]: EVENT REPORT - RECORD FAILURE sent to clients: 1000000018,1000000025,0, RequestId: (CoreLog.WriteLog1)
03/04/2007 16:31:50.454 INFO [5172]: EVENT REPORT - START CALL Agent: 8720, Ext: 8723, Switch: 1, RefId: , Token: 0 sent to clients: 1000000018,1000000025,0, RequestId: (CoreLog.WriteLog1)
03/04/2007 16:31:50.470 INFO [3652]: Event of type CLS_RECORD_FAILURE sent to the client 1000000018 (LogWriter.LOGWrite2OldLog)
03/04/2007 16:31:50.470 INFO [3652]: Event of type CLS_RECORD_FAILURE sent to the client 1000000025 (LogWriter.LOGWrite2OldLog)

 

[AlmostMe]

So what you're saying is it's recording the correct voice but wrong screen?

With screen and perform it can be difficult to configure. It's always best to try to use Windows O/S ID to link the screen agent to the user. With this method when the agent logs into the workstation the screen agent sends the O/S login ID to the CLS (no need to manually configure the extension connected to the workstation) so less administration.

For this to work though you need the correct corresponding O/S login id in the agent details in user administration in perform.

An example from one of my customers of screen agent log file on agent workstation configured for O/S login Id is:

Agent Info: User Name(christinel), Station Name(TRC009), Local IP(10.20.40.200:2102), Station IP(), Port Number(2102), Unique Id(85b30ce7-d58e-11db-b052-000cf197dc11), Session Id(), Identification String(); Context = (3360)

User Name = the O/S login ID. Now I think on this site we have also had to add the domain to the user configuration in Perform User Administration.

Not sure if this information is of any help?

 

[manueljuin]

First, thanks for the time you're giving me.

Well, I'm using an association between the O/S login ID (Windows login) and a Agent ID (Telephony - Avaya) in the User Administrator for each Nice Agent I've created.
On each computer registry, I've added 3 differents Agent ID because 1 computer is associated to 3 agents (free seating).
So, when a new Windows session is opening, the SAMS reports me that this O/S login ID for this @IP and associated with 3 Agent ID (Telephony - Avaya) is connecting to the system.

Below, you will find a strange RCM extract with the wrong "ipAddress" parameter, explaining me, why the system is recording the wrong @IP and always the same.

But I don't know how to fix it and why it can't do the right @IP mapping.

Regards,
Manuel

****************

Test call the 04/04/2007 at 19:35:35.806 from computer 172.19.15.130; station=8723; agentID=8720

Login Windows User Name used : Artois

ROD client opened nice02 (linked with the Windows User Name Artois) and with the AgentID 8720 (like defined in the User Administrator)

Log RCM (extract below): wrong ipAddress=172.19.97.57, it should be 172.19.15.130!

04/04/2007 19:35:35.868 INFO {509} [0x10c0]: [RecordStartRequest: id 202] Received Request:
RecordStartRequest: requestID=202; interactionID=202; callStartTimeInTicks=633113049350000000; clsDriverTimeDiff...=0; callStartTime=4/4/2007 5:35:35 PM; previousCallID=0; PBXCallID=10071; switchID=1; urid=1; type=33620224 (02010100); timeReceived=633113121358532355; timeUpdatedCounter=1;
RequestInternalParticipant: channelToRecord=0; loggerToRecord=0; ipAddress=172.19.97.57:2102; station=8723; agentID=8720; type=REQUEST_INTERNAL_PARTICIPANT (02010000); recordingFlags=CHANS_REC_FLAG_FULL_VOICE (4); chosenInitiator=0 (0); timeDifference=0; recordingStartTim...=0; recordingStartTime=1/1/0001 12:00:00 AM; recordingStopTime...=0; recordingStopTime=1/1/0001 12:00:00 AM; recordingChannel=0; recordingLogger=0; requestInitiators=CLS_INITIATOR_QA (16); requestMediaType=VOICE_MEDIA (2); requestWrapUpTime=0; requestWrapUpTime...=0; summationType=SUMMATION_TYPE_SUMMED (3); participantID=1

 

[AlmostMe]

One question before we move on: Have you logged the same agent into multiple workstations (computers) at the same time?

 

[manueljuin]

No, I did not at the same time, of course.

But I've done it (last week) with the same agent (ROD user) but at different time to check the fact that even if I'm using another computer, I can logged into the system because of my unique O/S login ID (Windows login) and Agent ID (Telephony - Avaya) association.

That's still working, I mean the system or the ROD show me correctly logged in or not (and with different users from different computers) .

But if I'm not using a Agent ID (Telephony - Avaya) association (Windows registry) for each ROD user, I don't think it can works because the system will not identify when/who a user is logged in (Logged In/Out events from the Avaya CT link) and from where, in fact.

 

[manueljuin]

In addition, I tried with Nice User Name = the O/S login ID and it fails : always the same screen computer recorded

 

[AlmostMe]

Try shutting down that computer that is recording and see what happens? No recording at all or different computer being recorded?

As per my log file extract earlier what username is being reported in the screen agent log file (check on both computer that is being monitored and one that is not)

 

[manueljuin]

Hi,

Well, in order to fix everything and following what you told me about the unique agent username (windows username) for the screen agent identification method, I've done it.

I deinstalled screen agent and choosed unique agent username method for the new screen agent installation.

It works now, depending of who is logged in with his unique windows username

So, to be honest, why or when can we use agentID method (or extension) for the screen agent identification?
Is it really working because I failed?!

Thanks for you help.

"With this method when the agent logs into the workstation the screen agent sends the O/S login ID to the CLS (no need to manually configure the extension connected to the workstation) so less administration

 

[AlmostMe]

If you use extension id then it means that for every workstation you need to map the physical extension connected to that workstation in the screen agent configuration on each pc - a lot of work if you have 200 workstations. If someone moves a workstation then you have to change the screen agent configuration to map it to the extension at the new location.

If you use agent id then it means that multiple agents cannot sit at that workstation - that it is a fixed seating site. Once again each agent id must be manually mapped to each workstation and again a lot of work if you have 200 workstations. If an agent leaves and a new agent comes along with a new id the screen agent configuration must be manually changed.

Using OS Login Id means that no mapping is required at each individual workstation and that you can install every screen agent exactly the same with the same settings. All configuration is done within the NICE User Administration, much easier.

Hope it all runs more smoothly for you now.