One Way Audio and RTP with no Audio

[FXLL]

I'm having issues with One Way Audio, we use a NICE recorder, multiple calls are not being recorded.

It's randomly happening, I see errors like this in the S8300:

20160916:014059834:6837141:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f002ec4 aux=ffffffff rc=0]
20160916:014059880:6837142:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f003cd3 aux=ffffffff rc=0]
20160916:014059913:6837143:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f003cd3 aux=ffffffff rc=0]
20160916:014059953:6837144:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f003f34 aux=ffffffff rc=0]
20160916:014059976:6837145:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f002da4 aux=ffffffff rc=0]
20160916:014059994:6837146:hmm(10646):MED:[ MTCEVT ERR type=0001 lname=0444 pn1=00000000 pn2=7f003f34 aux=ffffffff rc=0]

20160916:014158604:6837319:hmm(10646):MED:[ MTCEVT ERR type=0701 lname=180b pn1=00000000 pn2=0000004b aux=ffffffff rc=0]
20160916:014158604:6837320:hmm(10646):MED:[ MTCEVT ERR type=0701 lname=180b pn1=00000000 pn2=00000054 aux=ffffffff rc=0]
20160916:014158604:6837321:hmm(10646):MED:[ MTCEVT ERR type=0701 lname=180b pn1=00000000 pn2=00000051 aux=ffffffff rc=0]
20160916:014158604:6837322:hmm(10646):MED:[ MTCEVT ERR type=0701 lname=180b pn1=00000000 pn2=00000064 aux=ffffffff rc=0]
20160916:014158604:6837323:hmm(10646):MED:[ MTCEVT ERR type=0701 lname=180b pn1=00000000 pn2=0000005c aux=ffffffff rc=0]

20160916:014206609:6837325:sat(10807):HIGH:[read_stdin: read failed error, rc -1 errno 5 (Input/output error), FATAL!!]
20160916:014206609:6837326:sat(10807):HIGH:[opsuicide: called by process - attributes 0x0]
20160916:014206609:6837327:sat(10806):HIGH:[_op_sighandler: received signal 17 (Child exited)]
20160916:014206609:6837328:sat(10806):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206609:6837329:sat(10807):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206609:6837330:sat(10807):HIGH:[sigdefer: Deferred by kernel, sig 15]
20160916:014206609:6837331:sat(10807):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206609:6837332rc_mgr(10628):HIGH:[handle_proc_gone: EVNT_GONE: terminal process sat_inp/88/1 died, just clean up]
20160916:014206609:6837333:tui(10808):HIGH:[opsuicide: called by process - attributes 0x0]
20160916:014206609:6837334rc_mgr(10628):HIGH:[handle_proc_gone: EVNT_GONE: terminal process sat/87/1 died, just clean up]
20160916:014206609:6837335:sat(10807):HIGH:[OP_ThreadExit: O/P thread now calling pthread_exit]
20160916:014206609:6837336:tui(10808):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206609:6837337:tui(10808):HIGH:[sigdefer: Deferred by kernel, sig 15]
20160916:014206609:6837338:tui(10808):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206609:6837339rc_mgr(10628):HIGH:[_op_sighandler: received signal 29 (I/O possible)]
20160916:014206609:6837340:sat(10806):HIGH:[OP_ThreadExit: O/P thread now calling exit]
20160916:014206610:6837341rc_mgr(10628):HIGH:[_op_sighandler: received signal 29 (I/O possible)]
20160916:014206618:6837342:tui(10808):HIGH:[_op_sighandler: received signal 15 (Terminated)]
20160916:014206618:6837343rc_mgr(10628):HIGH:[handle_proc_gone: EVNT_GONE: terminal process tui/89/1 died, just clean up]
20160916:014206618:6837344:tui(10808):HIGH:[OP_ThreadExit: O/P thread now calling exit]
20160916:014206619:6837345rc_mgr(10628):HIGH:[_op_sighandler: received signal 17 (Child exited)]
20160916:014209673:6837346rc_mgr(10628):HIGH:[_op_sighandler: received signal 29 (I/O possible)]
20160916:014209673:6837347rc_mgr(10628):HIGH:[_op_sighandler: received signal 29 (I/O possible)]
20160916:014209676:6837348:sat(10958):HIGH:[get_session: session from pam is port 1]

Any thoughts what could be happening.

Thanks in Advance,
FJLL

 

[kyle555]

I'd say check your network regions and make sure your recorder and all your sets can ping all the gateways setup in your network regions that would be used for recording.

How many network regions/sites? Its probably a network/routing problem where CM is instructing endpoints that cannot route to one another to use those resources.

 

[FXLL]

Network Regions are correctly setup.

NICE is recording through a Virtual extensions in the CM registered in the Avaya AES Server.
This configuration was working OK, last week the issues started.

Thanks in Advance.

 

[kyle555]

Hearing someone say their network regions are properly setup is like hearing a customer say their network is in great shape. You might think so, but it takes just one mixup in there for CM to start connecting SIP trunks and IP sets with gateways in regions your NICE recorder can't reach.

So, to start - the calls obviously are OK between the agent and caller, they're just not being recorded...right?
What kind of trunks?
And how are you recording? If it's by something like say service observe and someone changed the COR of your NICE extensions to no longer have "can be a service observer" or the CORs of some stations to "can be service observed?", then you'd want to check that.

But if you can reproduce it and get a station trace, you'd see packet stats thru the gateway to know if that's an issue, and you'd probably see how the call is setup by service observe or single step conference and see if that set up properly as well.

 

[FXLL]

Thank you Kyle,

I'll try to get a trace in on extension, also I'm preparing a wireshark to capture.

in regard the other question, the issue comes in different Agents, I mean, one Agent is recorded 4 calls in a row, then stops recording 5 calls.

Kind Regards-
FJLL

 

[kyle555]

What kind of trunks? Where is the DSP selection done? If it's digital sets/trunks, then it'll be in the gateway the trunks are on most likely, if it's IP trunks, then DSP selection is by network regions.

 

[FXLL]

They are 9620 IP Phones.

I'll double-check the Network Regions.

Kind Regards-
FJLL

 

[kyle555]

Are you on IP trunking?

 

[FXLL]

Yes, they are using SIP Trunks.