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Locked calls failing to unlock

Locked calls failing to unlock

Locked calls failing to unlock

(OP)
I have an 8.9 customer and am having an issue where the lock manager is failing to unlock system generated locked calls and we are having to regularly run the manual unlock application.  I know part of the problem is that the customer is not using the evaluation software so calls aren't been unlocked by evaluator but NICE is supposed to have a built in maintenance schedule to unlock calls on a monthly basis but this appears to be failing.  

Has anyone else had this issue and if so have you fixed it and if so how did you fix it?  

Any help/suggestions appreciated.

RE: Locked calls failing to unlock

The CLS's Lock Manager has a mechanism to unlock calls after X number of days (30 days evaluated, 60 unevaluated by default)

What this means is that if the calls don't get evaluated after 60 days, it gets unlocked and purged from the system.  If the system fills up before these parameters, it will go in and delete in this order:  non-locked calls, evaluated calls, unevaluated calls.  User locked calls are never deleted.

You didn't specify which calls you are unlocking (screen or voice).  Can you elaborate on where you are unlocking from/what tool you are using?  If you are manually unlocking from the logger, you'll need to make sure the DB reflects that the call has been unlocked.

RE: Locked calls failing to unlock

(OP)
Thanks however the issue is that the monthly unlock is not unlocking the calls.  I believe that it is unlocking the calls in the database but that the calls on the actual voice logger and screen logger are not being unlocked as when you do a search in the database for locked calls it brings back no results.

Using Supervision you can see that when you manually run the unlock tool it frees up space on the loggers if you use the date range however if you use the autounlock option in the same tool this always fails.  

RE: Locked calls failing to unlock

What are the time zones on the voice logger and CLS?  Are they different?  If so, then there is a hotfix to correct this issue.

The problem was with the CLS being in the local time zone while the Logger was not.

Check with your NICE Support rep to see if they can find this hotfix for you.

RE: Locked calls failing to unlock

(OP)
I have been fighting this with Nice for sometime trying to get a correct configuration.  

The latest they have come back with is to set the timezone on all the servers to Tongan time which is an hour ahead of our time and doesn't include daylight savings.  Guess we will give this a go and see what happens when the time shifts again.

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