Work at Home Agent "Internal" calls being recorded as "Outbound" calls

[Stinney]

We have NICE Perform 3.1, Avaya CM 5.2.1 with AES 5.2, IP Agent 16 in telecommuter mode (call sent to their home phone).

We have agents that we setup in NICE to only record when the call is an outbound call. However when they make an extension to extension call, the call is recorded.

The reason for this appears to be since they are working from home and the phone system calls out to their home phone first to establish a connection, then dials the internal extension, the switch and NICE system see this as an outbound call to the home phone and record the call.

Any thoughts on how we can make the phone system or NICE understand that it should look at the second leg of call to determine if it should be recorded or not? I would think that we might be able to tell the system, if the final DN is not greater than 6 digits, don't record the call.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle"....

 

[nice12345]

have you looked at 3.1 idd on extranice for limitations. unfortuntately 3.1 is now sunset by NICE.

I would recommend set call server and driver logs to debug and do a test. there maybe a way of doing selective but it all depends on your setup.