Recordings with only one side audio

[ten05a]

the system solution is IP communicator soft phone, Cisco Switch with port SPAN configured and NICE logger on passive mode.
The recording of the call starts Ok with both sides speaking clearly (customer and agent), after some minutes i only listen the customer side until the call ends.

Almost 20% of the recordings are with this problem.

Any help?

Thanks

 

[AlmostMe]

are your calls getting an error code of exp037? Sounds like the packets are failing to get through to the logger. Does this get worse through busy network periods of the day?

 

[ten05a]

RoamingKiwi thanks for your response. Where can I check the error codes? It is a random issue, getting more of this kind of problems when the recording is more than 3 min. but there are some calls that are perfectly recorded.
I don't think that the traffic could be a problem, the call center only have 15 seats running.

 

[AlmostMe]

Is this 8.9 or Perform?

While your at it let us know what service pack you are running on the logger.

 

[ten05a]

Nice Perform release 3.1 w/ the last sp

 

[AlmostMe]

In your interactions database there should be a view for exceptions. Try returning results on that and see what the error codes are.

 

[sidradical]

With 3.1 UP 2 and above you get an exceptions column in NBA so you don't need to go into the DB like older versions of Perform.

 

[frx1]

Best way to determine if your calls do get to logger is to put a sniffer (like ethereal) to logger machine and see if it has 2 sides of audio. If yes, than problem is with nice app, if no problem is in your span network. Also take that log to some net admin to check if your network is busy at that time.