NICE and Nortel Symposium 1

[fonchick]

Hello,

Is anyone using the Nice CLS, voice and screen logger with Nortel Symposium version 4.0? Have you run into any issues? We are constantly having issues with NICE capturing voice or screen but won't capture both. Each month we have a list of machines/extensions which were working fine the previous month and aren't getting captured this month. Nothing in the configuration of the phone or computer has changed. We are using NICE version 8.5.

 

[ChrisLynch]

Hi,

Can you confirm if you are using Total Recording, or NICE Universe - for selective recording only ?

We have had issues similar to this on our NICE Universe kit, usually it is because NICE is attempting to record too many calls simultaneously - resulting in there being either no Screen Capture, or no recording channels available.

Check your scheduler and reduce the recording schedules, then gradually increase them again over a period of time (maybe a week?) - until you are at a decent level of recording but there are no issues such as dropped voice/screen capture.

Hope this helps.

Regards,
Chris Lynch
mailto:chris@chrislynch.net

 

[fonchick]

Chris,

Yes, we do have NICE Universe. We have a scheduled recording as well as adhoc listening channels.

Thank you for this suggestion. One of the things we ran into recently is we were out of disk space because we had too many recordings locked. Do you know of a way to unlock these recordings?

Also, some of our agents are on the phone taking a call and sometimes they don't show they are on the phone in NICE. Their states are different when looking at the Symposium real time display and the NICE real time monitoring display.

Thank you for all of your help. You are a wonderful resource!

 

[ChrisLynch]

Hi,

No problem, glad to be of assistance.

As for the locked recordings, this happens when your schedules are set to record very specific calls only - or long calls. The way NICE Universe works (usually) is that it "Service Observes" an agent and starts recording the call, BUT if the call is disconnected too soon or does not match the scheduled recording requirements, then it will not show up as a "QA" call in NICE Evaluator.

This means that a user cannot simply delete these calls as they are "Owned" by the NICE system and cannot be modified or deleted by a user - however, NICE should automatically be deleting them as necessary. Regarding running out of disk space, this probably isn't the case, but the Server Monitor will no doubt be showing this - there is a way to reduce the % of locked disk space but I can't remember it off hand, will try to find it for you.

The only other way to unlock the NON-QA recordings (that i know of), is to modify the SQL database and manually delete them all (REALLY bad idea) - I'd say a better idea would be to make sure you periodically delete your old QA and ROD recordings and also rotate maybe 4 DD3 DAT's through your Voice logger (assuming you have DAT backup). Your NICE system SHOULD be set-up to automatically delete the oldest calls when it runs out of space, but I suppose it's entirely possible that whoever installed it has set it to stop recording - on a QA / Selective Recording system this is usually a pointless exercise, that option is usually only used on 100% Total Recording systems... and even then it's rare.

Would be interesting to know what version of NICE Universe you have ?

Regarding some of your agents not showing up... Think i can help you here too - but only in theory as I don't really know much about Symposium - we use an Avaya ACD with Genesys CTI... however the principles should be the same.

On our NICE CLS server, there is a file called c:\nice\bin\gendn.dat - this file holds ALL of the DN's / Extensions used throughout our organisation. There is a process on the CLS called Gen2nice - this is a driver that registers all of these DN's on NICE and allows nice to capture the CTI events for each of these extensions.

In order for NICE to see an agent logging in, it MUST see the CTI login event - otherwise it won't know the agent is logged in and therefore won't look for any CTI events in order to record the calls.

IF Nice is showing them as logged in (small orange heads) - but it isn't picking up when they start a call etc, it's possible that your CTI server isn't sending the correct CTI events for these agents - the CTI events are usually defined at Skillset level, so i would speak to your CTI engineer, or equivalent.

Hope this helps,
Chris.

Regards,
Chris Lynch
mailto:chris@chrislynch.net

 

[mikeyb123]

Hey fonchick,

Looks like we are about to implement nice recording at our firm. We'll be using symposium as well. other than the above what troubles if any have you had?

cheers

Mike

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