posted
We have NICE installed in a call center and the issue is on the NICE side. Essentially the NICE is recording all outbound calls as one long call. Example: Agent X logs into the dialer and takes 5 phone calls and then moves to inbound, moves back to outbound and takes 5 more calls on outbound.
The first set of 5 calls appear as 1 and the second set appear as 1 call.
Need to find out if anyone else has seen this happen and what your solution was. NICE appears to be unable to determine what is being missed and Avaya has done what they can.
NOTE:
System is 2 dialers in a POD Recording is happening on Secondary dialer
-------------------- Jeff Greenburg - CTI/IVR/Dialer US Bank - Voice Engineering 503-401-8247
From: Portland, Oregon | Registered: Jun 2005
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posted
Nice kind of listens on the line for voice and when it detects a conversation it starts recording. Well that's my understanding. I don't know how it should be configured for the dialer. But it could be a case of noise on the line. Thus, it thinks it's a continuous call. I've seen something similar on an Aspect ACD. Also, I have an older Nice integration doc (for mosaix) that may also give you a clue. Email me and I'll shoot it to you. Kevin email: vieyra@sympatico.ca
From: Toronto, Ontario | Registered: Mar 2009
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We are running NICE Perform in a Quality Mode and Avaya PC4.1 dialers. From what my NICE analyst can remember, he set the dialer Headset T1's trunk groups as Rejected Devices under the CTI Integration >D river - Interface Configuration > Rejected Devices configuration screen within NICE. If you need help, I can put you in tough with my support analyst.
-------------------- Bruce Robinson brobinso@ford.com
From: Dearborn, MI | Registered: Feb 2010
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call support ask them to send you the ns_ior string in the $TAO_DATA folder. then call nice and tell them to get on setting up segmentation. give them the ior string.
-------------------- South West Business Corp - I am the Corba commander.
From: san antonio | Registered: Apr 2009
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