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Nice Prform Call Segmentation

Nice Prform Call Segmentation

Nice Prform Call Segmentation

(OP)
We have recently installed nice perform 3.1 into our call centre running with nortel and symposium. Everything is running ok apart from a percentage of calls a day that are recording concurrently , it is as if nice cannot see an end event coming from symposium/nortel. Has anybody encountered this problem before ?

RE: Nice Prform Call Segmentation

Not with NICE but this is a known issue with symposium versions lower than 5. There is an option in verint to "handle missing end events" so that when the system sees a different call ID coming through cti it knows that the contact has ended or been transferred. This used to eliminate 90% of problems but I don't know if NICE has the equivalent option.

If you are in the UK speak to Nortel and explain it is the same issue experienced by Barclays (Poole House) and they should be able to look up the case and patch number.


 

RE: Nice Prform Call Segmentation

(OP)
Hi , thanks. Do you know where we would access the handle missing end events option in verint , and would the meridian need to be patched by nortel ?

RE: Nice Prform Call Segmentation

do you have a predictive dialler?

RE: Nice Prform Call Segmentation

(OP)
Hi , thanks for your response

Yes we have an altitude dialler that dials in both predictive and power , however not all the segmanted calls are dialler related , the majority of them are inbound calls through networked skillsets

 

RE: Nice Prform Call Segmentation

are the calls that are failing to disconnect transferred calls or conferenced calls? coming through a specific skill? anything like that?

as per bb message above is it a possibility it's the same issue as indicated with an earlier version of symposium?

RE: Nice Prform Call Segmentation

biglebowski,

were you involved in the barclays one?

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

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