×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

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!
  • Students Click Here

*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

Jobs

Installation points with NICE system?

Installation points with NICE system?

Installation points with NICE system?

(OP)
We are installing a NICE system over the next few weeks and would like to hear any points of concern/things to watch for from other NICE shops.  

We use an AVAYA DEFINITY switch and will be set up as total recording on station side.  We will also be utilizing a MAP-D board from AVAYA in order to get complete call detail.

Thanks in advance for any & all info!

RE: Installation points with NICE system?

Hey,

There will probably be a few things you will need to tweak once the system is installed, but you won't know about them until the system goes live.

A couple of things i would check are :

*Ensure none of the stations being recorded have a Service Observation bar.

*Ensure all of the Extensions (where the stations will be logged into) you wish to record are entered into the NICE system's CTI file... if you are using Genesys, this will be called GenDN.dat


I'm sure you will have further questions after the system is installed, feel free to post a message here or email me and I'll try to answer any questions as best as I can.

Regards,
Chris Lynch
NICE Administrator
TeleTech UK Ltd
mailto:chris.lynch@teletech.com

RE: Installation points with NICE system?

(OP)
ChrisLynch:  Thanks for the info.  As for the Service Observe -- since we are installing this as station side, i.e. where each digital station is bridged onto the NICE logger port, is this still an issue?  We were assuming that since we were using station side, Service Observe would work just as before.  Are we correct?

Thanks again!

RE: Installation points with NICE system?

Hi,

In short, no this will not be an issue... unless you are combining your total recording with NICE universe (selective recording for QA purposes) - which is the way we have our system set-up.

Make sure the CLS server is set-up correctly though, and ensure all of the DN's are entered into GenDN.dat (or alternative) file, otherwise NICE probably won't be able to give you CTI info on the calls - even with the Avaya board.

We had an issue with one of our set-up's where we were getting no CTI information and all calls had to be pulled by searching each channel... although this is not difficult - i.e. searching channels until you find the right agent - it IS however time consuming.

Hope this helps, again - feel free to email me with any questions or issues once you have installed.  I am looking to start freelancing as a consultant soon so the more outside experience with issues I get - the better

Regards,
Chris Lynch
NICE Administrator
TeleTech UK Ltd
mailto:chris.lynch@teletech.com

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!

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