No Audio on Recordings -

[GTexx]

I am having an issue with some of my IP Phones getting recorded. I am getting CTI in NICE but no audio.

Configuration: Extension Side/ Active VoIP

NICE Perform Release 3.1 (Application Suite:Enterprise)
Verified: CTI intergrations-> CTI Interfaces & Drivers (All good).

CLS Definitions -> Source Definitions & Static Mapping (all good)

Configuration updated, CLS Service restarted on the servers.

PBX:
Nortel CS 1000M

IP Phone: 1120e
CLS Feature set -> AST 00 01 ; IAPG 1; ICRA (required features enabled)

There are other IP phones with the same configuration that are working fine. I am getting no audio for about 2 of the IP sets. I have tried De-aquiring the IP Phones just to have NICE aquire them again but still no audio.
Any ideas/assistance would be appreciated.

CTI is done via Symposium Link Rls 5.0

 

[whydoibelieve]

hi,

On the ticket with no audio what is the exception. when you run the query in Business analyser and the calls show if you highlight one of calls with no audio and at bottom u will have a set of tabs one called exceptions. It should give u a exp number what is it ?

Are u mapping via extension or position and are u using dmsip.

 

[GTexx]

The "Exception Number is: 1325" & "Exception Details is: E121702". I assume there is a resoucre to get the details of these exceptions.

I am mapping via extension and we are using DMSIP.

 

[whydoibelieve]

e121702 is audio not found. run rtp session tool and check for rtp.Also check registration of phones and ensure audio is passed through ports

 

[GTexx]

OK, thanks. I will try doing that. Is there a reference you can go to to find out what these exceptions numbers translate to. (decription of the error etc.)

 

[whydoibelieve]

its located on

https://www.extranice.com

doc called interaction exceptions

 

[GTexx]

Thanks for the info. After rebooting the Logger/CLS servers the RTP media was captured for the IP phones. They have been recording now ok for two days.