Amethyst

Amethyst - Advance Call Recording Solution(Trunk,Extension, VoIP and clientside) with Agent Quality Management and 3rd party integration SDK

Moderators: Leon van Heerden, Luanda_Junzi, Belinda Frick, Lee Hendricks

Amethyst

Postby leonap » Tue Apr 28, 2015 10:20 am

Dear Support
The AMT Client user 5299, the popup does not populate, please advise.
No call details are populating viz number dialed or received, no reference of call, no IQ, no subject due to pop up not coming through.

Your urgent assistance will be appreciated.
Thx
leonap
 
Posts: 9
Joined: Wed Oct 31, 2012 3:04 pm

Re: Amethyst

Postby Belinda Frick » Tue Apr 28, 2015 10:41 am

It sounds like 2 issues, please check the following:

  1. Popup not working:

    AMTClient can only popup if there was a recording. Please search in Supervisor to see if any recordings for that extension. If no recordings, then this must be resolved first.

  2. Recording not having call details:

    Do a search in AMETHYST Supervisor and check if you have a phone number and call direction (under IO column). If not, then it is AMTMitel not sending call details.
Belinda Frick
 
Posts: 3808
Joined: Fri Nov 12, 2010 4:25 pm

Re: Amethyst

Postby leonap » Tue Apr 28, 2015 12:30 pm

In response to my questions, I'm responding to your question/ guidance as indicated:
1. There are recordings.

2. On the recordings in Supervisor, there are no phone numbers and call direction (under IO column). How do we resolve AMTMitel not sending call details, but the actual call is on Supervisor interface.

On the user PC call list, the calls are also not listed but they are on the Supervisor interface.
leonap
 
Posts: 9
Joined: Wed Oct 31, 2012 3:04 pm

Re: Amethyst

Postby Belinda Frick » Tue Apr 28, 2015 12:38 pm

It looks like AMTMitel is not sending call details. I would suggest sorting this out first as it will make it easier to trace the popups.

Go to the AMTMitel logs as described in forum post:
How do I know AMTMitel is receiving call details?

Check if you have entries like point 4 for a recorded extension.

If you have call details in AMTMitel.

Next is to check there is a matching recording for the same call details.
Belinda Frick
 
Posts: 3808
Joined: Fri Nov 12, 2010 4:25 pm


Return to Amethyst

Who is online

Users browsing this forum: No registered users and 1 guest