Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi Mark,

Yes, I have reviewed them. All the security rights are correct.

I have also execute a workaround using Interaction Administrator->Tracker->Config->Import And Reassignemnt and chosed the correct Location and click on Reassign botton, but it didn't work.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 10-11-2019 10:17
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Lucero,

I don't have a system i can play with right now to test this but can you manually enter names into the box. If you manually enter the users name in does it work?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------

Original Message:
Sent: 10-11-2019 10:27
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yes, I have reviewed them. All the security rights are correct.

I have also execute a workaround using Interaction Administrator->Tracker->Config->Import And Reassignemnt and chosed the correct Location and click on Reassign botton, but it didn't work.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:17
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Yes, you can. If you write another name of another agent exists but not Blanca.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 10-11-2019 10:40
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

I don't have a system i can play with right now to test this but can you manually enter names into the box. If you manually enter the users name in does it work?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-11-2019 10:27
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yes, I have reviewed them. All the security rights are correct.

I have also execute a workaround using Interaction Administrator->Tracker->Config->Import And Reassignemnt and chosed the correct Location and click on Reassign botton, but it didn't work.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:17
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

What version of PureConnect are you running?

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------

Original Message:
Sent: 10-11-2019 14:48
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Yes, you can. If you write another name of another agent exists but not Blanca.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:40
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

I don't have a system i can play with right now to test this but can you manually enter names into the box. If you manually enter the users name in does it work?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-11-2019 10:27
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yes, I have reviewed them. All the security rights are correct.

I have also execute a workaround using Interaction Administrator->Tracker->Config->Import And Reassignemnt and chosed the correct Location and click on Reassign botton, but it didn't work.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:17
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi,

CIC 2018 R2 Patch4

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 10-14-2019 09:58
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

What version of PureConnect are you running?

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-11-2019 14:48
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Yes, you can. If you write another name of another agent exists but not Blanca.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:40
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

I don't have a system i can play with right now to test this but can you manually enter names into the box. If you manually enter the users name in does it work?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-11-2019 10:27
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yes, I have reviewed them. All the security rights are correct.

I have also execute a workaround using Interaction Administrator->Tracker->Config->Import And Reassignemnt and chosed the correct Location and click on Reassign botton, but it didn't work.

Thanks.

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-11-2019 10:17
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Is it possible that you have some restrictive rights on the recorder policy so you can't pull recordings for the user in question. Have you reviewed the security rights?

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.
------------------------------

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada
------------------------------

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi Scott,

Yes, the image that I shared was using the system administrator account. 

Thanks,

------------------------------
Lucero Estrada

------------------------------

Original Message:
Sent: 10-17-2019 09:36
From: Scott Williams
Subject: Recorder's search user don't appears in filter

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Lucero,

Might be time to throw in the towel and open a ticket with your VAR (if you haven't done so already) and ask Genesys for help. It's my experience that when something like this happens either its some checkbox in user rights, which should not apply since you tried it from the system account, or some other thing which will require Genesys to provide a SCR, or maybe a SQL query to fix orphaned records.

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------

Original Message:
Sent: 10-17-2019 10:32
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Scott,

Yes, the image that I shared was using the system administrator account.

Thanks,

------------------------------
Lucero Estrada


Original Message:
Sent: 10-17-2019 09:36
From: Scott Williams
Subject: Recorder's search user don't appears in filter

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi Mark,

Yep, I have a ticket already. I would share with all of you when they give me the solution.

Thanks for reading and for the support.

Have a nice weekend! :)

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 10-17-2019 11:22
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Might be time to throw in the towel and open a ticket with your VAR (if you haven't done so already) and ask Genesys for help. It's my experience that when something like this happens either its some checkbox in user rights, which should not apply since you tried it from the system account, or some other thing which will require Genesys to provide a SCR, or maybe a SQL query to fix orphaned records.

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-17-2019 10:32
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Scott,

Yes, the image that I shared was using the system administrator account.

Thanks,

------------------------------
Lucero Estrada


Original Message:
Sent: 10-17-2019 09:36
From: Scott Williams
Subject: Recorder's search user don't appears in filter

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Hi,

I have the solution now. 

You have to execute  ----> Go to IA > Interaction Tacker > Configuration > Import and Reassignment > IC User Import > Update existing entries > Import Users Now

Thanks for your support.
Lucero

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 10-18-2019 07:54
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yep, I have a ticket already. I would share with all of you when they give me the solution.

Thanks for reading and for the support.

Have a nice weekend! :)

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-17-2019 11:22
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Might be time to throw in the towel and open a ticket with your VAR (if you haven't done so already) and ask Genesys for help. It's my experience that when something like this happens either its some checkbox in user rights, which should not apply since you tried it from the system account, or some other thing which will require Genesys to provide a SCR, or maybe a SQL query to fix orphaned records.

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-17-2019 10:32
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Scott,

Yes, the image that I shared was using the system administrator account.

Thanks,

------------------------------
Lucero Estrada


Original Message:
Sent: 10-17-2019 09:36
From: Scott Williams
Subject: Recorder's search user don't appears in filter

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

------------------------------
Lucero Estrada

------------------------------

Ah yes something so simple. Did support tell you why you had to do this and why it didn't automatically update for you?

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------

Original Message:
Sent: 10-28-2019 11:59
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have the solution now.

You have to execute  ----> Go to IA > Interaction Tacker > Configuration > Import and Reassignment > IC User Import > Update existing entries > Import Users Now

Thanks for your support.
Lucero

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-18-2019 07:54
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Mark,

Yep, I have a ticket already. I would share with all of you when they give me the solution.

Thanks for reading and for the support.

Have a nice weekend! :)

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 10-17-2019 11:22
From: Mark Tatera
Subject: Recorder's search user don't appears in filter

Lucero,

Might be time to throw in the towel and open a ticket with your VAR (if you haven't done so already) and ask Genesys for help. It's my experience that when something like this happens either its some checkbox in user rights, which should not apply since you tried it from the system account, or some other thing which will require Genesys to provide a SCR, or maybe a SQL query to fix orphaned records.

Thanks,

------------------------------
Mark Tatera
ConvergeOne

Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.

Original Message:
Sent: 10-17-2019 10:32
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Scott,

Yes, the image that I shared was using the system administrator account.

Thanks,

------------------------------
Lucero Estrada


Original Message:
Sent: 10-17-2019 09:36
From: Scott Williams
Subject: Recorder's search user don't appears in filter

If you log onto the CIC server and open ICMB with the system administrator account, do you see the user in the list? The System Administrator account will be the account you used when installing the PureConnect Software.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 10-15-2019 19:41
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi Edward,

I took images from the user configuration, so no, the 'Exclude From Directory' option is not checked :(

Thanks.

------------------------------
Lucero Estrada

Original Message:
Sent: 10-15-2019 03:04
From: Edward de Wit
Subject: Recorder's search user don't appears in filter

Hi Lucero,

Did you maybe selected the "Exclude from directory" checkbox in the user configuaration of this particular user?

------------------------------
Edward de Wit
3Fiftynine B.V.

Original Message:
Sent: 10-10-2019 14:49
From: Lucero Estrada
Subject: Recorder's search user don't appears in filter

Hi,

I have a Interaction Recorder that when you want to search all the recordings of a particular user, the user does not appear in the User Name List but If you search through the entire workgroup to which the user belongs, you can confirm that the user has recordings.

I used the inin user to log in to the ICBM app.

Any idea what is happening?

Thanks.
#Unsure/Other

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Lucero Estrada

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