×
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

Recordings with only one side audio

Recordings with only one side audio

Recordings with only one side audio

(OP)
the system solution is IP communicator soft phone, Cisco Switch with port SPAN configured and NICE logger on passive mode.
The recording of the call starts Ok with both sides speaking clearly (customer and agent), after some minutes i only listen the customer side until the call ends.

Almost 20% of the recordings are with this problem.

Any help?

Thanks

RE: Recordings with only one side audio

are your calls getting an error code of exp037? Sounds like the packets are failing to get through to the logger. Does this get worse through busy network periods of the day?

RE: Recordings with only one side audio

(OP)
RoamingKiwi thanks for your response. Where can I check the error codes? It is a random issue, getting more of this kind of problems when the recording is more than 3 min. but there are some calls that are perfectly recorded.
I don't think that the traffic could be a problem, the call center only have 15 seats running.

RE: Recordings with only one side audio

Is this 8.9 or Perform?

While your at it let us know what service pack you are running on the logger.

RE: Recordings with only one side audio

(OP)
Nice Perform release 3.1 w/ the last sp
 

RE: Recordings with only one side audio

In your interactions database there should be a view for exceptions.  Try returning results on that and see what the error codes are.

RE: Recordings with only one side audio

With 3.1 UP 2 and above you get an exceptions column in NBA so you don't need to go into the DB like older versions of Perform.

RE: Recordings with only one side audio

Best way to determine if your calls do get to logger is to put a sniffer (like ethereal) to logger machine and see if it has 2 sides of audio. If yes, than problem is with nice app, if no problem is in your span network. Also take that log to some net admin to check if your network is busy at that time.

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