Witness with Aspect ACD

[HardCoal99]

Does anyone use Witness to monitor Aspect ACD calls?

We are not able to capture DNIS and ANI information within Witness even though we are storing the information in the proper variables. We believe that the CTI message that triggers the recordings does not contain the ANI and DNIS information. Any help would be greatly apreciated!

 

[PRMiller]

Are you using ContactStore or eQuality? Trunk-side tapping or business rules? If you're using business rules, can you post a sample?

 

[HardCoal99]

We're using eQuality station side recording with business rules.

We were able to fix the problem in house as Witness could not come up with a solution. We basically had to change the way we triggered calls. Apparently the CTI information is available for some CTI messages but not all (Connect, reserved, etc.)

Thanks.