For Number Identification e-mails to be sent, TES must update live from the TNG at the branches. If the live update of calls does not run, then the number identification will not be sent as there are no new numbers to be identified.
TNG at the branches must therefore be receiving call details.
TNG:
- For each branch that you do not receive Number Identification e-mails for log into TNG and go to the Call List page, check that it is updating live with calls made/received. If not, then you need to fix this. Pleas see forum post: Why is my TNG not updating live?
To be alerted when TNG stops receiving call data you can configure the TNG alarm feature, see forum post: TNG Alarm Configuration (TNG v1.0.6.5 or newer) - TNG will send the call details to TES.
The TNG call details is sent live to TES and the export files is also uploaded at 00h00 to ensure all calls is updated to TES. To check if the call details is sent live, open a DOS prompt on the TNG PC and type in the following command- Code: Select all
telnet 127.0.0.1 20003
Once a call is terminated, it will load into TNG and also be sent to port 20003. It will display in the window. To exit this window hold the CTRL key + ']' followed by enter, then type 'quit' followed by enter.
If you receive no call data in the DOS prompt, you can try to stop/start the TNG service, see forum post: How do I stop/start the TNG service in Windows?
TES:
- Once TES has received the call data from TNG it must be processsed. There is a script on the TES server that checks if the live update is running, if not it will start it up.
- If all of this is in place, TES will generate the e-mails and sent it to your mailserver.
If the e-mails is sent depends on your mail. To check if your mailserver is sending e-mails to the users as the branch with no Number Identification e-mails. Log into that TNG and e-mail a report to one of the users not receiving e-mails.
This will only proof that the user can receive e-mail and that the mailserver is sending out e-mails. The user must still be configured correct in TES to receive the Number Identification e-mails.
To enable Number Identification for a user, you log into TES and under User Configuration enter the e-mail address and tick the 'Number Identification' option. NOTE: you will only receive an e-mail if the call is longer than 7 seconds and the number has not been identified previously. - If you still do not receive the Number Identification e-mails, then you need to log a call with Datatex.
We will need the e-mail address of the agents not receiving e-mails to investigate specific instances.
This problem can also be caused by a database issue, etc.