slowness/ blocking of nice monitor

[1977meb]

Hello

We have a problem of slowness/ blocking of nice monitor.
If we want to monitor an agent the screen displays this message: Failed to monitor the interaction, the call is already closed.

We use NICE PERFORM 3 SP4

thank you in advance for your help

 

[AlmostMe]

try using the green play button rather than the black headset button.

The green playback button plays the call from start to when you started the playback (not sure in perform if this now continues playing the entire call)

The black headset button only plays the current open call with a 2 - 5 second delay depending on your server/network performance. The black headset button will not allow you to replay closed calls.

 

[1977meb]

thank you ,

the call ttha we try to monitor is an open call, but the player display this message "Failed to monitor the interaction, the call is already .


thank you in advance your help

 

[1977meb]

thank you ,

the call that we try to monitor is an open call, but the player display this message "Failed to monitor the interaction, the call is already .


thank you in advance your help

 

[AlmostMe]

are all servers in same time zone? is the pc you are trying to play back from in the same time zone? Does this occur for all users or just some? Do the calls show in NICE monitor with correct start/end times?

 

[1977meb]

hello

thank you for your help

yes all servers (IC, DB, AS, Sc) are in the same zone, but the Pc and the logger are in the other zone.

yes this occur for all users .
yes the call show in monitor with correct start / end times.

 

[AlmostMe]

Hmmm ... I suspect this is due to the logger being in a different time zone to the IC and Apps server. Do you only have the one logger? If so are you able to look at changing TZ out of hours and test to see if same thing happens (note always shutdown logger services before changing time)?

You probably want to get NICE to help you with this as playing with the time on loggers can cause major issues.

 

[1977meb]

thaks for your help

in my last time : I mean by zone a DMZ . but all server are in the same time zone .

yes we get nice to help us.

for nice this the reason of this problem is the limitation of IC .

the Interaction Center can support only 6 calls per second in total recordings.

thank you in advance