NICE stops recording after a call transfer

[markhayek]

Has anyone had

experience with implementing NICE recording system with CUCM 6.1 appliance, and has faced the problem of a call transfer fails to be recorded ?

What we are hearing from the helpdesk is when a call is transferred to another IP phone on-net, the NICE server has an error due to the Call leg ID is still the same, so it terminates the recording.   Is there any way to change the call leg ID of a transferred call in CUCM ?

[Mark Pareja]

Ahh NICE is not always so nice, NICE  uses local voip loggers to fallow the call to its final destination, this is accomplished by sniffing the traffic on a spann/monitor port off you network switch.

Unfortunatly you cannot change the call leg ID.

Please post what Version of NICE your running and what size your deployment is and I may be able to further assist you.

[Joseph Martini]

NICE will sometimes use CTI/JTAPI to interact with call manager to get call information for recording as well along.  Additionally the built in CUCM recording feature (uses the built in bridge) can also be used.  Which are you using?

[markhayek]

The current setup of NICE is version Perform 3.2, uses JTAPI, CTI. Nice claims that the existing call ID stays the same during a transfer and hangs up 2 seconds after the transfer completes. Has anyone seen this problem before, and what was the resolution ?

[Semih Tigli]

Hi Mark ,

Did you resolve this problem.I encountered same problem.Nice stops recording after a call transfer.

Nice says, this is a JTAPI limitation .

[Joseph Martini]

If you reset the phone that is experiencing the problem and it starts working again (recording after transfers) for a while you could be running into: http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCtl09610.

[mbuttnerMSI]

We have a customer with a very similiar issue. NICE has said they are losing CTI data after a second transfer.

This is system wide however. I suspect this has something to do with the TSP client being run on two seperate recording servers across a 7 subscriber cluster?

Has anyone else had these issues? It has been a real challenge getting NICE feedback surveys to complete successfully. They are on 7.1