CM 6.3 and Calabrio CRQM 6.5

[Juancho2015]

Hi guys!

I´m having some issues while implementing Calabrio CRQM with an existing CM 6.3.
I´m usin DMCC and multiple registration. Everything seems to be fine but recordings have no audio at all.
Looking at Calabrio´s CTI log I can see this message:
2017-07-14 16:13:44,945 DEBUG [ServiceProxy-4|DmccController#makeRedirectRequest:520] Redirected media for 4850([4850:Securitas:192.168.200.3:0] )(4850([4850:Securitas:192.168.200.3:0] )) to 0.0.0.0:9(9)
And if I request a station status while a call is in place I see this:

Looks like CM is trying to send audio packets to IP 0.0.0.0, which is obviously wrong.

AES is 6.3
Current CM is working fine with an existing Avaya ACR 12.0
The same Calabrio server records calls normally if configured to record on another CM.
Any idea?

 

[kyle555]

What kind of AES licenses do you have? Avaya has application specific licenses as well as open DMCC and TSAPI.

So, I could buy DMCC+TSAPI and code my own app if I wanted. If I buy Avaya's call recorder, it can come with AES named application licenses fro DMCC and TSAPI but only available for that application. Just because I may have a few free TSAPI sessions on my AES doesn't mean I can use any 3rd party app or write my own to use those specific TSAPI licenses.

I'd work backwards from the host ID of the WebLM serving AES, look it up in PLDS and see what entitlements were ordered to get you your AES license. If the material code/product description looks like AES R7 DMCC FULL LIC, you should be OK. If it looks like AES R7 DMCC FULL ENTL LIC, you're probably not. The "ENTL" part makes it a 0 dollar line item and an inclusion with ordering something like a Avaya call recorder - get 100 ports on that, get 100 $0 AES R7 DMCC FULL ENTL LIC.

Anyhow, I've never seen your problem before - basically, everything working normally minus CM sending the audio to a black hole. I'd suspect licensing especially because you said you were swapping from Avaya to a non-Avaya recorder.

For what it's worth, I wouldn't think AES is smart enough to know the difference, so if you had 50 ports on ACR and ordered 100 on Calabrio and PLDS had 150 DMCC combining both, it may be that AES sees some licenses as restrictive to Avaya applications and is being mean to you and making all 150 be application specific. Maybe deactivating the 50 Avaya ones and getting a new AES license for the 100 DMCC FULL would fix it.

I smell a license problem

 

[Juancho2015]

Hi Kyle.

Yes, I'm using DMCC and TSAPI licenses. I tested both CMs and AES (the one that works fine and the one that does not) with the same WebLM. These are the licenses I'm using:
TSAPI Simultaneous Users
(VALUE_AES_TSAPI_USERS) 20 0 0
Device Media and Call Control
(VALUE_AES_DMCC_DMC) 5 0 0

The fact is that the same Calabrio recorder and AES work fine on one CM and show this issue on the other. Looks like a CM issue.

 

[kyle555]

my bad! maybe something in the network region connectivity then?

 

[Juancho2015]

Well. I checked and compared network regions and codec set on both CMs, they're almost the same (with exception of ID, of course).

Another fact is that I allowed recording tones to be sent to recorded party. On CM where recording does not work, these tones are not heard either.