Storage Center problem - 2 loggers

[riddler83]

We have Storage Center running on Nice Log8.9, and everything works fine for 1 logger, however the 2nd logger does not send any calls to SC. Is there any thing I can check for this?

There is no difference with the agents setup, ie everyone is on the same network, in the same building, and set up the same way on Active Directory & Nice, but the 2nd logger is not sending anything.

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I am a man of few words, but many riddles

 

[tnice]

you mean you are using Sc investigate and see logger calls under archive (0) or sending archiveclass5 or 7?


Firstly check SC admin and make sure that logger is the member of the CLS
secondly check the Task ,if you are using one task for both loggers. make sure that you add them by using 'or'
I would prefer make 2 rules for each loggers that analyse if it is a rule problem

then change SC log level to Debug and restart SCloader.. check log files ..etc

 

[riddler83]

Ok the problem does not seem to be on the SC, moreso on the logger side. I can see through Nice Monitor app that the agents logging in to channels on the 2nd logger are successfully logging in (orange head symbol appears), however, when a call is made, this does not correspond to the agent. IE Call comes in on channel 1, with agent 1 successfully logged in to channel 1. I can only retrieve call via channel query, no call appears for agent?

Please any ideas? Really need to get this working

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I am a man of few words, but many riddles

 

[riddler83]

Sorry if thats a vit unclear, basically the agent cti data does seem to "log on" the agent to the channel, but doesnt add the cti data to the call? I really dont know where to go on this

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I am a man of few words, but many riddles

 

[tnice]

whats PBX type.What integration are you using.
?t seems that logger is recording properly but you cant receive agent's attach data like phone numbers?

if it is AVAYA , you are probably missing ACD numbers..make sure that you are monitoring all devices and ACD ..etc.

 

[riddler83]

PBX is Avaya CM 3.1

Agent data is captured by a program called AgentSilentLogin when user logs into PC.

Not sure what you mean by missing ACD??

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I am a man of few words, but many riddles

 

[whydoibelieve]

add the hunt group numbers to the monitored devices on cls.

 

[riddler83]

How would I add that? I have read about a "devices file" on various threads, but I cant find this file anywhere on the cls?????

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I am a man of few words, but many riddles

 

[whydoibelieve]

on the cls you have an application called nice cls server controller.

Launch this and in there you will see a driver menu.

To add devices you would launch this and then add them in there.

Please note that driver cannot be launched whilst cls is running and so all cls modules have to be in stopped state before doing so.

 

[riddler83]

Dont see a driver menu?

I have :
server
tools
configuration
switch
Database
Help

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I am a man of few words, but many riddles

 

[whydoibelieve]

sorry my mistake its under the switch menu.

 

[whydoibelieve]

my apologies its the switch menu.