×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Nice- picking up other agents calls

Nice- picking up other agents calls

Nice- picking up other agents calls

(OP)
181077 (TechnicalUser) 25 Apr 05 6:10  
Hi there,

I was wondering if anyone has experienced the following problem with NICE systems.

When searching for a call for a particular agent it brings up all the agents details and login id's but it is another agent that is speaking??.

I have checked all the logins and they dont appear to be using each other logins (confirmed from centre-vu) but NICE is picking up other agents calls under there id. This only seems to be happening with Dialler/outbound calls.

Any comments are appreciated.

Thanks,
Donna     

RE: Nice- picking up other agents calls

this sounds like a channel mapping issue have you checked the logger definition tool is configured correctly.

Are you suggesting coconuts migrate?

RE: Nice- picking up other agents calls

(OP)
Hi there,

I will check this first and let you know how I get on.

Thanks,
Donna

RE: Nice- picking up other agents calls

If the log def tool checks out ok you could also look into the following:

If your system is recording extension side then you need to make sure that the correct extn is on the correct channel. If this in incorrect, the prob will still happen even if the log def tool is right. Also if you are using the agent silent login application you need to check that it's configured with the correct extn number. Also make sure that the correct windows logins are showing against the agents profiles. This is definitely just a system admin prob and not a system fault.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close