Recording on trans/conf to VDN thta is excluded via rule

[bonytek]

We are using AVAYA CM 5.1 with 8730 and NICE Perform and it has been good for 4 years. We have recently implemented NICE rules that exclude certain VDN's from being recorded and that works fine until the original agent (agent 1) does a warm trans/conf to another agent (agent 2). The call starts to record the minute Agent 2 answers and is recorded the entire time that the conf/trans is active/open, but stops once the trans/conf is completed or Agent 1 takes back control of the call and Agent 2 hangs up. We use both trans and conf for this as we have our agents introduce and recap/pass the question with the customer on the line. Can anyone give any suggestions why the call would be recorded during this scenario and yes we can duplicate this every time? We have tried using both the extension and the agent id and get the same results.

 

[bonytek]

Additional Note: We are set up to only record inbound calls and not record outbound or internal calls.

 

[celtic123]

hi,

could you post the call server and driver log off interaction server?

also make a call and tell us time of when test was completed so we can cross reference in log

 

[blesio]

You need to write the specific scenario and also tell us which VDN is rejected from the Recording.

Also remember that there are two ways in rejecting a call.

1. Is deleting the specific VDN frim the monitoring device list (which is not that good, as Nice says that it's best practice to monitor all the devices that take part in a conversation)
2. Creating a negative recording rule which will reject specific numbers/VDN's from the recording scheme

Which one are you using. You need to be more specific.

 

[AlmostMe]

I suspect your internal consultation call segment is being seen by the receiving extension as an incoming call within the NICE driver. Do a search on the receiving extension and check to see the direction identification. Playing with the max station length may allow the driver to better associate the internal call indexing but doing this wrong can cause major issues. This is a complex scenario, it's best you use NICE services to get an appropriate answer.

 

[IPOpotamus]

Agree with Roamingwiki, in many scenarios inbound calls can appear as outbound, for example because they are coming out from an IVR / VP system.

also as Celtic says, anytime you got weirds at Nice you gotta go to the logs...

 

[azphoneguy]

Would it help if "Apply to segements that match filters and all subsequent segments" was checked in the recording scope section of the negetive recording plan?