Storage Center Channel limitations??

[riddler83]

We have the Storage Center writing calls to a 2TB NAS server, but it is only writing AGENT calls. Some of our channels would be used without an agent logged in, such as reception, and these calls, which we can only retrieve via a Channel query, are not being copied to the NAS.

Is there any way around this?, we really need all the calls pushed on to the NAS.

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The man in black fled across the desert, and the Gunslinger followed

 

[mikeyb123]

are the extns configured? what systems are you using?

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[riddler83]

Using NiceLog 8.9. Extns are configured, and work fine in query mode etc, unless you mean they have to be configured differently for SC? It was a NICE engineer did the setup.

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The man in black fled across the desert, and the Gunslinger followed

 

[sduncanson]

The Storage Center needs a CLS record in order to archive the calls, so if you can only find audio from those channels using the channel query Storage Center won't know about them. To check this log in as the nice user and create a new query and select the 'All Agents on CLS ...' option in the Agents list and when the results are returned sort by channel and see if call records are returned for the non-agent phones. If they are then it's just a case of defining a new rule on the Storage Center to capture these calls, otherwise you'll need a way to generate call records.

To get call records for these extensions you have a few options:

1. add the devices to the switch driver and mapping file, this will generate call records which Storage Center can use (assuming the devices are connected to the same switch as the agent phones)
2. add a VOX driver to the CLS and have this configured for only the non-agent phones. This will generate call records based on the physical recordings which can be used by Storage Center
3. use Inserter to generate call records, the downside is this only runs once per day and the calls have to be queried using a special option within NICE Query

 

[riddler83]

Ok Im looking in the mapping file and Im not really sure what Im looking at to be honest (in order to add the devices). As far as I can read it looks ok? Below is the output of one of our map files, might make more sense to you??

[General]
Recording_Type=plain

[board1]
In1=E 1/ 4539
In2=E 1/ 4540
In3=E 1/ 4541
In4=E 1/ 4542
In5=E 1/ 4543
In6=E 1/ 4544
In7=E 1/ 4545
In8=E 1/ 4546
In9=E 1/ 2922
In10=E 1/ 4502
In11=E 1/ 4500
In12=E 1/ 4501
In13=E 1/ 4503
In14=E 1/ 4505
In15=E 1/ 4504
In16=E 1/ 4521

..continues for 8 boards..

[time_diff]
last_diff=2871

Does this look right?

VOX driver isnt really and option, and what do you mean by Inserter?? Havent heard of this (doesnt sound ideal as its once a day but Ill use it if needs be.



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The man in black fled across the desert, and the Gunslinger followed

 

[nicetechie]

inserter is a module that can be installed on the CLS and basically it scans the cls and loggers and does a compare.

This would be ideal for youre scenario as a record would be inserted.

Now in order for you to find these calls once inserter is installed an extra feature is added to query.

The inserter information is limited to start stop time channel and logger. If you label the channel in nice admin then this will show also and will make it easy for you to find.

hope this helps

 

[riddler83]

So am I right in saying Id have to go to NICE themselves for this? Or can it be downloaded anywhere?

Any ideas on the map file above??

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The man in black fled across the desert, and the Gunslinger followed

 

[AlmostMe]

Map file looks fine, don't play with this unless you know what you are doing as stuffing it up will stuff up all your recording.

Yes for inserter contact your local supplier. This is a small module to install, does require a minor hotfix to your desktop application but as the others have said looks like a requirement for you.

Just to expand on what they have said your logger is recording in total mode meaning that whenever activity is generated on a connected extension the activity will be captured. Your driver integration works on messaging from the PABX or associated integration, this may not index all calls depending on the type of integration. Inserter is an addiitonal module that queries the logger for audio and then searches the database for an associated index. If it finds gaps in the database where there is no index for a physical recording it will create a new index in an alternative table. The hotfix allows you to search the alternative table.

Storage Center can also be configured to include inserter calls however if you have multiple tasks configured for archiving you cannot know which task will archive the inserter calls. Using inserter also means that calls may be archived by Storage Center multiple times, SC Disk space used will increase a reasonable amount. Once again speak to your NICE dealer for more details.