NICE Call Logger - IP Phone Question 1

[telcomwork]

I have hung some IP phones off one of our international sites and tested successfully. I need these phone to also be able to record calls from our NICE Call Logger that's used domestically in a digital configuration.


I tried to bridge an appearance on a local/and international IP phone to see if an off hook would occur when I hit the bridge station button that’s wired for NICE. When I try this I don’t see an off hook status and the call doesn’t record.



Any ideas on how to accomplish this other than bridged appearances and a softphone which don’t work?



Thanks

 

[Dunstan]

We had a similar situation. We also had similar results from our various attempts. It finally boiled down to two options for us.

1. Install a small NICE voip recording solution...Costly but the easiest to integrate for purposes of indexing calls and centralized administration. You can buy their software suite and run it on your own box to minimize cost.

2. Poor mans route which is only efficient if you are not recording continuously and do not require an advanced query system and lastly you use Audix or the like.

You can put a standard IP phone out with an Audix record button on it. The end user can then record conversations directly into the respective VM box. Because storage is an issue with a VM server you can have a pop email account go in and retrieve the call as an audio file attachment and bring it to your exchange server/local client.

It is klugie with a lot of downside using this method if you are continuously recording (read call center) or if you need to index more efficiently then a time stamp. However it works quite well for certain application's or situations...and you cannot beat the price.

I am sure there are other ways to get RTP streams or to intercept them and convert them to TDM but I suspect they would also lack indexing capabilities and will in the long run cost you more in time and effort then the few k it will run for an actual Voip logger.

 

[telcomwork]

Thank you. I talked to NICE yesterday and they said the same exact thing. Thanks for replying!