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RTU Between CM, AES & NICE

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bhanson184

bhanson184

Technical User
Jan 3, 2003
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We have a customer that has 50 RTU on their AES server. They usually have around 25 agents logged in and using record on demand. How are the RTU calculated? Does AES count the Call Center agents as well as the NICE agents? The customer added two agents and they do not get recorded even though they are configured exactly the same as all other agents both in CM and in AES. Could it be a RTU issue?
 
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