Customer Administration Tasks
During ongoing use of the system, your NICE Uptivity administrator may need to configure new channels or reconfigure existing channels. This section provides information needed to perform these integration-specific tasks.
Recording Administration for the Avaya PC Dialer Integration
This integration can work with either TDM (using Ai-Logix cards), passive VoIP (using port mirroring), or active VoIP (using DMCC) as an audio source. If you add or reconfigure channels, you will need to follow any procedures specific to those audio sources as found in the appropriate customer guide on the Uptivity help site.
You will also need to do the following in order to record calls generated specifically by the PC dialer:
- Add the agent's dialer login ID (AGENTNAME) to the Phones field whenever you configure a user account for an agent.
- Create a recording schedule specifically for recording these calls using the PC Dialer Agent Name and the Uptivity script’s Device Alias.
These actions are required because agents must log in to both the Avaya PC and the Avaya PBX/ACD, and the Avaya PC has an agent name and extension that differs from the Avaya PBX’s agent name and extension. In some cases, the Uptivity recording script may also require adjustment. Contact NICE Uptivity Support for assistance.
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