We have a customer that has 50 RTU on their AES server. They usually have around 25 agents logged in and using record on demand. How are the RTU calculated? Does AES count the Call Center agents as well as the NICE agents? The customer added two agents and they do not get recorded even though they are configured exactly the same as all other agents both in CM and in AES. Could it be a RTU issue?
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Hi there..
I would like to understnad how you are triggering your recording ? based on"staion/ Agent ID/ skill " ?
Normally on conference mode if you use a skill based (recording target), the TSAPI usage count for this is based on the total number of Agents simultaneously logged in to the skills.
(1) Recording by Station – Then one license is also needed for each station here.
(2) Recording by Agent ID – One license is needed additionally per simultaneous logon to the PBX.
Example:
Lets say there are 10 Skill Number EXTENSIONS. If there are 500 Agents who log in to any of these 10 Skill Extensions, you would count the TSAPI license usage as 500. (Always equal to the total number of simultaneous Agents logged in to these skills.)
Hope that was clear?
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