ContactStore issue searching recordings

[ianns]

I've been trying to figure this out for a few hours now. Exhausted searching Google and this site, and been through related troubleshooting on marketingtools, so hoping somebody can help now.

The 'basic' problem is that when searching for calls in ContactStore I receive 'There are no matching recordings'.

To give a broader outline of events:

I've just spent the weekend upgrading our in house IPO (500 V1).

Upgraded the PBX from 7.0 to 9.0.1, and installed VM Pro and ContactStore onto a new server. Previously we were using VM Pro 5, but I've put 9 on the new server. Everything is working as required now apart from this one problem. The bit that really has me stumped is that it all looks like it should be working correctly.

So when I make a call from the office:
* System Status shows the call recording.
* The VRL folder updates with a new file, timestamped as current, 0 bytes in size while the call is active.
* When I hang up the call, the same file updates to a larger size, indicating completed recording has saved into the VRL folder.
* After a short delay, the recording vanishes from the VRL folder.
* I check my ContactStore call storage path, and note that new WAV and XML files have populated there with a current time stamp, indicating that the recording has been transferred over by ContactStore.
* Yet when I search the ContactStore web interface itself for any recordings, there are none found.

Tried obvious things like service restart, and even full server restart.

Anybody have any ideas?

 

[ianns]

Okay as an update I have PARTIALLY figured this out now, but still not resolved my problem overall.

The issue appears to be that within the XML files the recordingowner is being associated with the external phone number, rather than with the users' handset extension as was happening on the previous system. I was able to locate the call recordings within ContactStore by giving the admin access to 00000000000-99999999999 (to match the length in digits of the external phone number).

So now my issue is why the XML file is not noting the recordingowner as the users' extension number. Any help at this point would be much appreciated.

 

[ianns]

Resolved myself now.

Was related to an old shortcode in the system with ? Dial .s####

Got rid of the s#### and now working, and still displaying required outbound CLI to the called party.

Our internal system is a mess, hence me putting off this upgrade until I had a few installs under my belt Next will be cleaning up all the fat such as the above shortcode. Our internal system was not installed by anybody professional and I'm constantly seeing stuff to clean up. Which will definitely be happening now the upgrades are all done.

 

[ianns]

Interestingly though that shortcode was already in place and didn't impact the displaying of the internal extension in ContactStore on the older installation.

 

[tlpeter]

Indeed interesting as this shortcode should never break CS

BAZINGA!

I'm not insane, my mother had me tested!