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Retrieved Call Cuts Out

Retrieved Call Cuts Out

Retrieved Call Cuts Out

(OP)
I have just retrieved a call from tape but the audio stops prematurely, e.g. it is obvious that the call continues but the recording does not.

I guess I can assume the caller or user hung up?

Are there any other reasons?

RE: Retrieved Call Cuts Out

How are you searching for the call? Agent Query or Channel Query? If agent query and it's a long call I think by default the CLS cuts the call into 20 minute segments. If by channel then it's likely the CLS sent a stop recording request either because the caller hung up or you might have a configuration issue such as wrong channel mapping or something in which case you'd likely find most calls for that channel start or stop at the wrong times. I assume you are not doing total recording in this last scenario though.

RE: Retrieved Call Cuts Out

(OP)
I'm doing an Agent Query & the call is only recorded as a 2-3 minute call & we are running total recording.

RE: Retrieved Call Cuts Out

Hi Topgunner,
It's possible that the retrieval has not completed successfully and only picked up part of the segment. If you can confirm which logger and channel the call was recorded on you should be able to carry out a manual retrieval via the Administrator/Backup application. You can then select the correct channel, retrieve a time frame back to the logger and try to re-run the query. Hope this helps.

RE: Retrieved Call Cuts Out

(OP)
Ok thanks foxriver.

RE: Retrieved Call Cuts Out

Check the end times of all calls on that tape, did the tape run out and is the rest of the call on the next tape?

RE: Retrieved Call Cuts Out

(OP)
I think this was a headset issue. Our extension side recording has been setup as 'energy' this has now been changed to 'on/off hook' which appears to have helped.

Thanks.

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