Is anyone recording calls with a Witness eQuality system by VDN on Translation Routed calls?
I just activated a new segment of calls that are post routed from Cisco ICM/ISN to our ACDs (G3R v11). Witness is set to record calls based on VDN, but when the calls come into the Avaya ACD they are on a shared pool of translation route VDNs used to transfer calls from an IVR location. Witness is currently capturing calls on these translation route VDNs. I am trying to figure out how to get Witness to capture calls based on the final destination VDN rather than the non-unique translation route VDNs that are shared by all IVR calls.
Thanks!
I just activated a new segment of calls that are post routed from Cisco ICM/ISN to our ACDs (G3R v11). Witness is set to record calls based on VDN, but when the calls come into the Avaya ACD they are on a shared pool of translation route VDNs used to transfer calls from an IVR location. Witness is currently capturing calls on these translation route VDNs. I am trying to figure out how to get Witness to capture calls based on the final destination VDN rather than the non-unique translation route VDNs that are shared by all IVR calls.
Thanks!