Verint/Witness Call Logger

[MQH12]

We just did an upgrade to our call logger to cscm-7_8sp1_16patch78122. After the upgrade the following happens:
Call comes in (recorded fine), agent transfers call to another agent. The logger does not pick up with the new agent and starts recording again with the new agent. The time stays with the 1st agent, but no recording of the 2nd agent. Can someone please let me know where I should start troubleshooting? Thank you in advance.

 

[biglebowski]

install sp3 7.81 is old.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[MQH12]

OK I got better info. This is what happens.

Call comes into agent. Call not for agent, so agent transfers call. Call is recorded on logger. If the agent transfers the call without announcing the caller then the logger follows to the 2nd agent and is recorded and logged. If agent # 1 transfers the calls after announcing the caller to agent # 2 then the call log info stays with agent # 1 rather than the info going to agent # 2. So when the managers start looking for a call they have to know that that call was transferred from another agent in order find the recording from agent # 1. Hope this helps. I assume that sp3 is a new version of logger where 7.81 is an older version. From the scenario would that still be the case to upgrade? Thank you for your help.

 

[MQH12]

Is there a way I can find out what the version to be installed was in April or when the new 7.81 came out. We went thru a 3rd party vendor. I assume they installed the latest version, but I am not sure.

 

[MQH12]

Answer - This product is needing a patch as described by biglebowski. Hope this will fix the problem. Ill let you know.

 

[MQH12]

Engineer has dialed in and found the respective calls. He is thinking it is designed like that, but is going back to double check. Ill let you know. Thank you,

 

[biglebowski]

Are you using unify? if so that sounds like a call stitching problem. Ask them to look at the unify scripting.

p.s stitching ties both parts of a transferred call together when searching for calls.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[MQH12]

There was and was not a problem. The problem was that "IN ORDER" for it to work the way they wanted it to work we would have to have not installed it in bulk stations. Also we would have had to order some TSAPI licences which we did not do. So "Working as designed". Thank you,

 

[MQH12]

OK something different now. AVAYA wrote back and yes said there was a little check mark that would make it work the way we wanted it to. They went into the Witness server and made some unix type commands. There was no charge. The program is now collecting the call from agent # 1 and agent # 2 as we were hoping for. YEAH!!!

 

[biglebowski]

Ahh this is an Avaya OEM recorder. The option they enabled is the call stitching. Because it is an avaya recorder it has an Avaya script built in.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.