Call recording - 3300 embedded voicemail

[Jakt99]

MCD 4.2
CX II

Customer reported a problem today. 2-3 seconds of audio silence (both directions) after a call is answered then audio paths are restored after that and apparently it is only occurring on handsets (approx. 10) that have call recording enabled (automatic start on answer). Problem has been occuring for a couple of weeks and fine before that.

The controller resides in a call centre overseas link (clustered) by mpls to another 3300 controller where all the local trunking resides (SIP).

That's all the info I have at the moment. Am endeavouring to contact the client directly and have
remote access activated to investigate further.

any ideas to toss about??

 

[kwbMitel]

Wait until they try and put a call on hold.

Although the system is capable of Auto-recording I do not recommend it.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Jakt99]

lol..... and I agree totally KwbMitel, I don't like it either.

For this particular client, I could write a story worthy in size to war and peace on the subject of call recording.

We offered up front an Oaisys solution originally and they turned it down and wanted to trial the embedded setup, even though we advised and warned them of its major limitations, and not designed, built or intended to be used in a call centre environment, and have complained about it ever since I implemented the trial (You get what you pay for).

The fault itself, well I have never experienced before, and my guess is its a resourced based problem, perhaps have too many simultaneaous recordings occurring at once, something like that. A reboot ofthe controller will perhaps fix for a short time.

 

[LoopyLou]

Yeah cheap is not always best. MCD has a limitation of 12 simultaneous recordings at once which doesn't work well with a call center.

The beatings will continue until morale improves.