Voice recording on IPT

[Daggles]

Hi Guys,
Got a question , I hope someone can help?


If you have VR set up on two phones/lines and someone recieves a call from the PSTN and answer's it....Then they transfer it internally to another phone set for VR , does the call still get recorded and who's line will it be on?

I have had a chance to test this myself, so if some one can help thanks...

 

[mikeyb123]

1st part of the call should be on phone 1 second part should be on phone 2.

if you are trunkside recording the only bit you wont get is the transfer

if you are extn side you'll get everything

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

 

[nicetechie]

it depends is it extension or trunk side recordiing and what nice version is it 8.9 e.t.c

 

[Daggles]

Hi,
We are running 8.90.04.03.
Thing is I just ran a test.

Rang from PSTN to recorded test phone

left a 10 second message then transfered it to a non recorded phone.

Listened to the play back and it cut off,

Which I take is because the line isnt recorded?
But when I listen to other VR lines on playback I dont here the transfer or anything else even though it is going through to a VR phone?

Thanks if I seem amateur, I only picked up NICE VR last week in my role

 

[mikeyb123]

no worries.... you want to ditch VR as quick as you can.... I've been stuck with it for years now....LOL

I would like to know a bit more about your set up trunk side or extn side recording? what switch? etc

You may also want to try

http://www.niceusergroup.org

from what you say above the behaviour is correct. Once the call gets xfer'd to a non recorded phone you will lose the conversation. Like I said if it's trunk side recording you wont hear the xfer. did you search on the 2nd vr extension? and are you sure it's configured

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

 

[biglebowski]

You need cradle to grave enabled. Basically when an agent transfers a call to another agent the contact will be made up of 2 segments, you have to tell the CLS that these 2 segments relate to the same contact or recording. This is done using the UCI (unique call id) sent by the switch via cti.

This will work on both trunkside or stationside (on trunkside you won't record the agent to agent portion)

When I was born I was so suprised I didn't talk for 18 months