[ACR] Problem with call recording

[jhk_7]

Hi there,

I have a problem with call recording, some calls are recorded weirdly. In some cases, there is the problem with recorded call details - agent's no/agent's name/IC number etc. are wrong. When I listen this call record, there is an other call, other client, other agent etc. I checked the ACR logs, and didnt see nothing weird.
So my question is : How can i find the correct call record, it is possible? And what's the cause of this problem ?

Thanks a lot for all answers !

 

[DAVIDPAYNE]

Did you import calls from an older call recorder?
I had a issue like this when we imported calls from and older version of the ACR, but when they installed the newer one then used the same SN number for the master recorder. And that so the calls got all messed up for the master. Verint had to go in and pull those calls back out of the new system.

 

[jhk_7]

No, i didn't. Sometime i am getting the call which is wrong descripted. ACR gives info about call the agent xxxx, name Jack Sparrow but inside a .wav file there is an other call, agent, name etc.

 

[kyle555]

Turn up TSAPI logging on AES or look at ACR - on the surface, it would seem like it's thinking it's learning about a call for Jack Sparrow when its really someone else.

Could it be as silly as agent 1234 = Bob in ACR but agent 1234 in CM is really Phil?

 

[jhk_7]

Yes, could it be exactly as you said.
I thought that could be the issue on database side. But still im not sure about that.
For real, i have no idea how to check or solve it, because it happen randomly.

 

[kyle555]

TSAPI logs from AES!

Otherwise, I'm presuming it's all ACD call center agent stuff. I haven't seen much recording in environments where it's everyone's extension and maybe Phil has a bridged appearance of Bob he answered. I don't know how that plays out. But if that's not the case, then I wouldn't look too far down that rabbit hole.