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NICE Engage 6.4 with AVAYA 6.3 Not Recording All Calls

NICE Engage 6.4 with AVAYA 6.3 Not Recording All Calls

NICE Engage 6.4 with AVAYA 6.3 Not Recording All Calls

So, NICE obviously needs the RTP stream from AVAYA for the recordings. On our system, 10% to 20% of calls were failing to record with "Exception 37". We discovered a critical interaction between Data Privacy, Call Exclusion with Bridged Appearances.

These features are extremely important when it comes to configuring the AVAYA system for performing the Service Observe feature (needed for recording) and extensions with Bridged Appearances. Our environment uses extensions with Bridged Appearances extensively. Based on the settings that existed, depending on how those type of calls were answered (either on the primary extension or the bridged appearance), they would be blocked from the Service Observe feature, (thus a recording failure). Only after we upgraded the PBX to Service Pack 17 was the AVAYA Engineer able to see the Service Observe “denial event” being reported. The reporting of this event was fixed in that Service Pack! That allowed him to narrow down the applicable settings that needed to be configured. Call Exclusion Override must be set on the System Parameters, page 11 ""Service Observe/SSC Allowed with Exclusion". Also "Data Restriction" on the Station setting and "Data Privacy" on the COS were set to "N".

The system is now recording within the designed specifications.

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