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Beginner

NICE Call recording - Hunt Pilot

Hello

We are using NICE to record extensions that are configured in a line group, that a hunt pilot points to. Lets say the hunt pilot ext is 2000 and line group 2001 - 2010. The extensions 2001 - 2010 are configured in nice and mapped to channels. If I cal any of the extensions in the range 2001 - 2010, NICE Call recording records the calls. If I call the hunt pilot 2000, NICE does not record the calls.

This would be the same setup for a call center where you call the support number and not the agent extensions. Is this a limitation with NICE or the NICE Engineers I am working with are struggling. I need answers urgently as we have to record these calls. We have found out that NICE is a horrible call recording system. They cannot record by device although there is an option for unique device ID and now this.

Any assistance will be much appreciated. We are on CUCM 8.6

Thanks

Nki

4 REPLIES 4
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Beginner

he fault is addressed by Cisco Call Manager upgrade 8.6.2(SU2). can you check you have the correct version installed.
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Beginner

Hi,

 

Have you managed to solve your problem. I have the same problem witch CUCM version 7.1

 

Rgards,

MC

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Change the connected party settings in the hunt pilot. I had the same issue in CUCM 10.5, then after to allow enabled, I fixed it.

 

https://supportforums.cisco.com/discussion/11011661/how-keep-original-caller-id-when-forwarded-hunt-pilot

 

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I am facing the same issue with Verint. I changed connected party setting but it didn't work. Also I am using Passive Style recording.