NiceCLS and Genesys - can you search by ConnID

Voice & Telephony
1

Hi, all,

I am pretty weak when it comes to NiceCLS (we usually use our SIP recorder here) so I need someone’s help on finding if it is possible to search for recording in NiceCLS based on ConnID. A client of mine is telling me that they have NICE connected to Tserver and can search by AgentID, but not ConnID. Can someone please tell me if this can be done and if so, is it hard?

Best regards,
Vic
:wink:

2

Hi Vic,

I haven’t seen NICE for some time but I think there is a way how to implement required functionality. NICE adapter for Genesys TServer allows you to store selected UserData (key-values) to NICE database. There is few columns reserved for that purpose and these attributes/columns are search-able via NICE GUI.

I tried to find some document describing the required configuration but unfortunately I haven’t found it. Very briefly, the steps are:

  1. Genesys routing strategy - read connectionId and attach it to the call
  2. Configure NICE TServer adapter to read the KV and store it to NICE database
  3. Modify (not sure about that) NICE GUI to allow search by the column where connectionId is stored

René

3

Thanks, Rene!

I wonder if it is possible to attach ConnID into Attach-Data without URS. I know that with T-Server for SIP it is possible to add SIP-related parameters as attach-data. What about ConnID for Avaya T-Server?

Best regards,
Vic

1 Like
4

Unfortunately there is no such option in TServer for Avaya :frowning:

R.

1 Like
5

Hi,

With A4400 and Nice there is field called smt like CallId ( I’am not sure - I didnt use Nice for ages ) → it contains PBX connection ID. I know that TServer for A4400 incorporates part of this numer into ConnId and this number is stored in field CallId in Event structure.

Also there is C API for Nice that allows You to update Nice fields with any value You wish during recording - You can use those fields later to search ( we didn’t have TServer adapter so using this API we wrote smth that was adding additional info from genesys to Nice)

Paul

1 Like