Incoming Call Route Recording

[MFARRELL]

Avaya IP Office v. 9.0.0.0 Build 829
Contact Store v. 7.8
VM Pro Client v 9.0.0.0 Build 311

I have what I think to be a unique issue because I cannot find any other info on it or maybe it is so simple that no one needs help with it.

So I have incoming call routes that direct a full phone number to a CONF bridge, to be specific VM:CONF0375. I cannot locate nor can I figure out a way to get these call recorded. If a user dials into this line from inside the office there is no problem, they dial 375 and I get the recording from their phone displayed as 375. However if all parties are external and using the call route I cannot find anything.

There is a Voicemail module present that within a few steps transfers it to extension 375.

Any guidance would be appreciated.

Thanks,

Matthew

 

[sizbut]

I'm assuming that you have the Voice Recording tab for the Incoming Call Route configured.

After some pondering I was forced to ask myself, what extension number would the call be assigned since not extension was ever involved in it.

1. Through the VMPro client, check that the Advice of Call Recording option is enabled. Then for a conference call of external parties only "do they hear the recording warning?". Basically trying to confirm whether a recording ever took place.

2. If it does, which voicemail are you using: Windows or Linux. What I would be doing is temporarily switching off the ContactStore or disconnecting it from the network. If Windows, then using the VM Pro client on the voicemail server, select File | Validate Recordings which should show you a list of the recordings waiting for collection by ContactStore (I disabled ContactStore as the process of collection can be very quick). See what it lists for Caller, Called and Target.

3. On Contact Store, the account you use is configured with the range of extension numbers to whose recordings it can listen (now you see why I was pondering the extension number issue). Through the Contact Store admin, set your account to have very broad access, for example try to include the full CLI of the incoming calls.

All guesswork but hopefully you see the pattern of looking for clues as to whether the recording occurred and if so, what details were saved with the recording.

Stuck in a never ending cycle of file copying.

 

[MFARRELL]

You are correct. Turns out my "admin" user didn't have rights to see 375. It threw me off when I found the recording with an internal call searching for 375, I had rights to the the internal caller.

Awesome I appreciate the jump start.

I have another issue regarding transferring calls. When my Receptionist Transfers calls from external parties, initially the correct CID is displayed on the party it was transferred to. When the last party hangs up the call shows up in the log as the "Call Ref" number.

Weird...

 

[sizbut]

Steps 3 first ( ) but glad it helped (I was maybe over diagnosing rather than doing the simple steps first).

Can I ask what 375 is in your system's configuration? I'm suspecting its a system shortcode for Conference Meet Me. Trying to confirm/increase my understanding of how it got included in the call details.

Stuck in a never ending cycle of file copying.

 

[MFARRELL]

You got it man. Right on point, it is a short code for Conf Meet Me.

Step 3 was really the only thing I could do without disturbing the business.

Any insight on my other problem with the Call Refs?

Thanks Again!

 

[sizbut]

I'll have a ponder as I'm sure some of the other regulars already are. Best thing though for a new question is a new thread. Otherwise some will read the title and think "call recording, not my thing".

Re that question, which log? (system call log, users call log) and what do you mean by "Call Ref Number"?

Stuck in a never ending cycle of file copying.

 

[amriddle01]

The system will only record Conferences if an internal user presses a button/dials a shortcode to initiate it, it will not do so automatically from ICR...as far as I'm aware anyway

 

[MFARRELL]

Ill create another post tomorrow.

It is the Call Log on the users phone. If they are talking to the transfered call the CID is displayed. Once they hang up their call log on the phone shows the reference number for the call, 6 digits.