New Products in Speechminer

[Timbo50]

I firstly have to point out I am an Avaya Telephony Engineer that have been asked assist our SM team who have been decimated by redundancies so bear with me an terminology I have been looking at our SM and we get about 10000 errors every day. on Investigation i get Failed Recognizing call id XXXXXXX by task 221 ( Task number Varies ) when doing a actual search in SM i can see these same Call id's in a folder called Unknown Programs. So i got the business to run a spreadsheet of the unknown program folder it only gives me 1000 but that was enough. I found
Calls in there from
Team Managers
Agents with 2 x login IDs 1x inbound 1 x outbound
New staff in Induction
And EVERY call each one of them makes creates 3 x errors on SM thus the reason for 10000 errors a day
So the SM team wanted to create 2 new folders
1 = Learning & Development
2 = Team Managers
This is the first time this SM team have created folders any other issues we have had were folders that already existed from the previous set ups

We now have when we search have the folders and the team seem to be confident they have set it up ok in SMART but we still have the calls feeding into the unknown folder

Something somewhere is stopping these calls going into their allotted folder

I know SM is grossly complicated with Data dases and everything else the team seem to be so close i wondered if there was a process any of you use that works  We are using 8.5.5 8.5.510.207
if there is no process is there and logs in the milliions of logs that SM has will be able to tell me wht these calls dont filter

Thanks all again apologies but this is a real learning curve

[cavagnaro]

Hi
Few clarifications first.
You are using Speech Analytics, correct? That is why you need SMART. Not just the recording module from SM.
GIA (Analytics) is fed how? Meaning, external software (Avaya?) upload the audios to an INPUT folder so GIA process it or, via direct SM SIP recording?


Which languages have your GIA been installed?
Each PROGRAM, is correctly setup with proper language?
Have you uploaded all PROGRAMS using SMART?