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Call recording set to "on" not recording

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twiSSt

twiSSt

Programmer
Mar 25, 2004
282
US
First let me thank all of the regular posters here - the knowledge you all share is invaluable.

IPO 500 4.2(11), VM Pro, SCN. Witness is saving recordings to it's own partition on the HD and nothing else is running on the box.

The problem is that we are trying to keep a close eye on one agent and record all of their calls, but I only have recordings for five calls yesterday, the agent answered 80 plus calls yesterday.

Have rebooted the box, check logs for error messages, nothing appears to be out of order.Spoken with our vendor about this and they have no idea as to what could be causing it.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
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Do you have enough vm ports ?
When you having announcements and out of ports then there will be no recording



ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
 
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I thought about that - We have 12 ports, but looking at the SS app, I haven't had any congestion, and I would like to think that I would have more than 2 - 5 recordings in an 8 hr time period. Our call center isn't that big and our call volumne is not that great.

I have also watched the active calls in SS and we really don't have more than 3 or 4 active calls at a time.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
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when they are on a call, do you see the resources in use? if you watch in SSA you should see their call and then a seperate entry for the recording with the same call ref.



See what my brain does when it's not thinking about phones.
 
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Looking at that right now and I do not see a seperate entry for the call recording.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
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So it's not actually recording. Are the resources needed showing as available when the call is in place?

What setting do you have on the users recording tab?

See what my brain does when it's not thinking about phones.
 
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Right now, we have plenty of resources - Friday mornings are generally light.
Users settings - Recording Inbound/Outbound = On
Record Time Profile = None
VRL auto/Manual are checked

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
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I suppose that the agent does not have a manual record button on the phone to turn off recording?

You can turn sysmon and dbgview on and see "Autorecord" entries.

Are the calls are distributed via Route By Call Status action?
 
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Actually they do have a manual record button on their phones and while I wouldn't think most of our agents would figure out that the button would turn off recording - This particular user might.

Have a request into the Call Center manager to allow me to disable that button few days and see what happens.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
Upvote 0 Downvote
Disabled the manual record buttons on all of the agents phones. Restarted the server running Witness, had all agents log out and back in and still no recordings. I have four for today. We have had really low call volumne today and this agent has taken around 40 calls.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
Upvote 0 Downvote
Is it set for recording a certain % of all calls ?



ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
 
Upvote 0 Downvote
What is witness? Is it some kind of virtualisation? I ask as it all sounds correctly set up

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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tlpeter - it is set to "On" both inbound and outbound

amriddle - Contact Store - Powered by "Witness" It is what our vendor has always called it, so it is what I'm used to calling it.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
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>What is witness

AKA Contact Store

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
 
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Ahhh, you can tell how often I sell/install contact store :) Have you tried without Contact stoe running? So just recordings going to a specified mailbox (yours)? It could be Contact store at fault :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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Do you have any files stored in the VRL subdirectory? What does call status show?

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
 
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sysmon and particularly dbgview traces will tell the tale and point in a direction. Feels like deja-vu

Holy smokes its the weekend...
 
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CarGoSki - excuse the rookie question, but what exactly should I be looking for in the Sysmon or dbgview?

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end
 
Upvote 0 Downvote
You can post the traces here, and as long as you don't have all the options enabled and only post the relevant section of the traces (i.e at the time you were testing) we will spot anything out of the ordianry for you :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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ordinary too :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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