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Avaya recording with Aspect

Avaya recording with Aspect

Avaya recording with Aspect

We have recently let agent start working from home, utilizing One-X. We had to create a unique field that Aspect could look at to know to record the phone.
In the ROOM field, we have added AQM and phones record with no issues when IN THE OFFICE using hard phone.
However...when those agents work at home, they login on their softphone, and there is "something" that the PBX recognizes when it does a sync and it removes the AQM from the ROOM field. This is only occurring when they login at home--looks like about 2 hours after, the PBX has removed our ROOM field.
Our theory is when the system looks at the softphone, it more less rebuilds itself, and the ROOM, JACK, FLOOR... fields are not a required field to complete a station, so it is not populating it back, hence the ROOM entry AQM is no longer there so Aspect does not see a match and quits recording it.
Any suggestions or thoughts????
Maybe someone can explain the process of what process the PBX is doing when an agent works remote on a One-X and disengages their desk phone. I'm at a loss of how that field can be changed without someone doing it.
Thanks as always!!!

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