ContactStore not recording incoming calls for certain users 1

[stephenprice]

Hi. We have Voicemail Pro and ContactStore, and all seemed to be working fine except that we've recently noticed that certain calls are not being recorded and entered into the ContactStore, despite the system being configured to record them.

I've narrowed the issue down to two users. Their outgoing calls are recorded fine, however their incoming calls just aren't recorded at all.

The call recording criteria is set by user in IP Office Manager, and the settings are identical for all users:

Recording Outbound: On
Recording Inbound: On
Voice Recording Library (Auto): Checked
Voice Recording Library (Manual): Checked

Is anyone aware of any obscure bugs / conflicting settings which might cause this, or of the location of a log file I could check which might provide some information on why these calls are failing to record?

Thanks in advance.

 

[tlpeter]

What software version do you have ?
How many voicemail channels do you have ?
It could be possible that you are out of channels and then it is not recorded.


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

 

[stephenprice]

Hi, thanks for replying.

We have Contact Store 7.8.16, IP Office 5.0.18 and Voicemail Pro 5.0.25.

We have 14 voicemail channels and 14 lines, so we shouldn't normally run out of channels. It's also consistently happening to just two users as well, so I'm assuming it's unlikely to be a lack of resources issue.

Cheers
Stephen

 

[tlpeter]

Check with System status if you run out of channels.
Having 14 ports and 14 lines does not say anything.
If you use announcements or vm boxes you still can run out of ports.
Only if you have reserved 14 ports for recording calls then it is not possible to run out of ports.


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

 

[Maxwell1001]

are you getting any erros as tlpeter says in SSA,

are the calls being transfered off to other users and recorded from that point?

ACA - IP Office
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[hairlessupportmonkey]

i would delete the users, merge back and recreate them.

 

[stephenprice]

Sorry for the late response and thanks all for replying.

Just to update this for reference and close it off, I checked System Status and there were no collisions reported, however I took hairlesssupportmonkey's simple but effective advice and just deleted and recreated the users.

No idea why they weren't recording before, but all sorted now!

Thanks again.

 

[hairlessupportmonkey]

nice!

sometimes there are inexplicable errors in the DB, that only removing them and re-creating fixes.... often a last resort, sometimes a first choice - depending on the issue - it becomes instinctive after a while...

thanks for the star..