Call Recording

[BBman1]

Hi,

I'm hoping someone on here may be able to help point me on the direction.

We have a 3rd party call recorder which is connected via the phone system through the Meridian Link on our AACC server.

All of a sudden with no changes to any system (from what i can think of) when adding new phones to the call recorder it picks up the call details (E.g start/end time, number of who called) but does actually record the audio, it flatlines.

Doing a Wireshark on the Call Recorder server and the audio isn't being sent to it.

I have ran a STIP command in LD 117 and as you can see below (Comparing a phone that records and one which does not), the phone that records has a IPCR Tx and Rx path [highlight #EF2929](Marked in RED)[/highlight] which points to the IP of the call recorder server the other does not. I have a feeling that the issue may be on the Avaya side rather than the call recorder we have, any help would be great!!

"TN type HWID STATUS HOSTIP SIGNALING IP SIGNALING IPv6
220 0 3 21 1140 MAC: REG 10.70.2.6 10.70.13.225:5000 [::]:5000
18001365ffdbb76625 DTLS SUP:NO ENCR:INSEC
CODEC(BW): G711a noVAD(1904)*, G711u noVAD(1904), G729A(784)
MODEL: 1140E IP Deskphone FWID: 25 FWVer: C8Y PEC: NTYS05AA"



"TN type HWID STATUS HOSTIP SIGNALING IP SIGNALING IPv6
220 0 3 20 1140 MAC: REG 10.70.2.6 10.70.13.13:5000 [::]:5000
18001b253083506625 DTLS SUP:NO ENCR:INSEC
CODEC(BW): G711a noVAD(1904)*, G711u noVAD(1904), G729A(784)
MODEL: 1140E IP Deskphone FWID: 25 FWVer: C8Y PEC: NTYS05AA

[highlight #EF2929] Under Recording: No Warning Tone: Not Required
DN: 2469 IPCR Tx Path: 10.2.44.183:42744 IPCR Rx Path: 10.2.44.183:32744
DN: 112469 IPCR Tx Path: 10.2.44.183:42745 IPCR Rx Path: 10.2.44.183:32745"[/highlight]


Many Thanks!

 

[yyrkroon]

The first that comes to mind would be licence on the call recorder - have you exceed the numbers of endpoint you can record?
The 2nd, would be CLS on the phone to allow recording.

 

[BBman1]

Thanks for getting back to me.

I have had a look at the call recorder and the licensing seems fine, we have also had our support partner look at the call recorder over the past few days and they are adamant everything is ok on the recorder.

CLS is set to allow recording, i don't believe its a setting on particular phones as i have removed a working phone from being recorderd, added it back in and now its flatlining.

 

[yyrkroon]

Past experience with call recorders, both avaya branded and 3rd party - there isn't a whole lot on the CS1000 side other than allowing the phone to be recorded, setting the AST (if require by the recorder) and the phones being in the proper vlan. The rest, the record function and configuration is on the recorder itself.

 

[bignose21]

Like yyrkroon says usually you need AST set for the keys you want to record and CLS RECA prt of the TNB should show acquired like:

AST 00 01 <--This set is monitoring the ACD key and the Pesonal DN key
IAPG 1
AACS YES
ACQ AS: TN,AST-DN,AST-POSID <--This set is acquired by the AACC (TN) and the Voice recorder (AST-DN & AST-POSID)
ASID 17
SFNB 1 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 22 23 24 25 26 28 29 *
SFRB 1 2 15 32
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12

If you enhance trace in LD 80 you should see the dual stream setup to the distant end and to the voice recorder

 

[BBman1]

Thanks for getting back to me again.

The AST keys are correct, the phone hasn't been changed from when I removed and re-added it into the recorder.

The ACQ AS is as you stated on the phone "ACQ AS: TN,AST-DN,AST-POSID" So does this mean its been acquired by the recorder?

I did have enhanced trace in LD 80, it is missing the dual stream setup you mentioned. See Below I have done a trace on a phone that doesn't record and one that does. The IP 10.2.44.183 is the recorder, marked in Red below.

This is the phone that doesn't work:

"VTN 220 0 03 21
KEY 1 SCR MARP ACTIVE VTN 220 0 03 21

ORIG VTN 220 0 03 21 KEY 1 SCR MARP CUST 0 DN 2470 TYPE 1140
SIGNALLING ENCRYPTION: INSEC

MEDIA ENDPOINT IP: 10.70.13.225 PORT: 5200
TERM NONE
TDTN 100 SLOT 0 1 PTY SLOT 0 1
DIAL DN NONE
MAIN_PM READY
TALKSLOT NONE
EES_DATA:
NONE
QUEU DIAL
CALL ID 0 17153 "

This is the phone that does work:

" VTN 220 0 07 13
KEY 1 SCR MARP ACTIVE VTN 220 0 07 13

ORIG VTN 220 0 07 13 KEY 1 SCR MARP CUST 0 DN 2477 TYPE 1140
SIGNALLING ENCRYPTION: INSEC

MEDIA ENDPOINT IP: 10.17.0.185 PORT: 5200
IPCR Tx MEDIA FAREND ENDPOINT IP: 10.2.44.183 PORT: 43034
IPCR Rx MEDIA FAREND ENDPOINT IP: 10.2.44.183 PORT: 33034
TERM TN 053 15 IPMG 016 0 V PHYSICAL TN 016 0 11 28 DID RMBR 111 105 OUTGOING TRUNK CALL
PDCA 1 PAD 0 6 PCML A A
DIAL DN 907#########
MAIN_PM ESTD
TALKSLOT ORIG 27 TERM 28 JUNCTOR ORIG0 TERM0
EES_DATA:
NONE
QUEU NONE
CALL ID 0 14867

 

[bignose21]

First one isnt connected to anything TERM NONE so not on a call

the second trace you see:
IP Stream to the VR
IPCR Tx MEDIA FAREND ENDPOINT IP: 10.2.44.183 PORT: 43034
IPCR Rx MEDIA FAREND ENDPOINT IP: 10.2.44.183 PORT: 33034

And the call
TERM TN 053 15 <-- Loop and channel
IPMG 016 0 V
PHYSICAL TN 016 0 11 28 <-- DSP resource
DID RMBR 111 105 <-- Route and memeber
OUTGOING TRUNK CALL

So the first trace you need to be looking at when the call is actually connected. The AST looks correct so possibly try to reacquire the set from the VR server.

 

[BBman1]

Hi,

Thanks for getting back to me.

Aha yes seems I copied to wrong section, here is the trace of the phone that doesn't work. I have tried re-acquiring in the recorder with no success.


" VTN 220 0 03 21
KEY 1 SCR MARP ACTIVE VTN 220 0 03 21

ORIG VTN 220 0 03 21 KEY 1 SCR MARP CUST 0 DN 2470 TYPE 1140
SIGNALLING ENCRYPTION: INSEC

MEDIA ENDPOINT IP: 10.70.13.225 PORT: 5200
TERM TN 053 14 IPMG 016 0 V PHYSICAL TN 016 0 11 30 DID RMBR 111 104 OUTGOING TRUNK CALL
PDCA 1 PAD 25 25 PCML A A
DIAL DN 907#######
MAIN_PM DIAL AUX_PM COMPLETE
TALKSLOT ORIG 58 TERM 29 JUNCTOR ORIG0 TERM0
EES_DATA:
NONE
QUEU NONE
CALL ID 0 17153

 

[yyrkroon]

Manually deacquire that TN is LD 48, then go back to the recorder and see if it will reacquire it. I'm betting the recorder thinks it's acquire but it's not and the info on the CS1000 isn't getting updated.