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calls merge into one call

thread911-1569636

calls merge into one call

calls merge into one call

(OP)
Hi,

We have NICE 8.9 voip logger solution.

Problem : several calls are recorded as one call.
getting one big call instead of actual small calls.

i have checked the channel properties for on/off hook,Activity etc. parameters...but those are disable.

how can i stop this.

it happens on the peak hours where agents are getting back to back calls.

Thanks for your help and advice in advance......
  

RE: calls merge into one call

(OP)
on the floor we are having Cisco IP Phones..

RE: calls merge into one call

expack,

i think you need to check cls integration logs for errors and missing messages and such.

RE: calls merge into one call

identify if the first call of the merged calls always appears to be a specific type, i.e. call is transferred to another device and then find out what that device is and see if it's in list of limitations.

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