The Record Icon in Type field is not showed

[oclaudiox]

Hi ALL !!
Im new in Nice Admin and have a Release 3.2 Version 9.10.6.357.
The record channels use DMCC CTI (AES) integration.

When I do a Query, I see File system Archiving is green (Ok), but on Storage Center disk the file has just 1k.
The segment duration is more then 2 minutes.
Summary: AUDIO IS ZERO !
But that is just with some registry.
Look the attachment.

Does somebody can help me with that issue ?
What might be happening ?

Tks in advanced !!!

Claudio.

oClaudioX

 

[nice12345]

hi claudio,

from looking at your nba screen shot the call in question doesnt have a audio icon against it meaning it wasnt recorded.

I would check rule manager to see if there is a rule setup to only record certain calls e.g outbound only.

it shows a channel against the call you have highlighted meaning it is mapped.

are you using a selective recording/scheduled recording?

in channel monitor are all channels showing active e.g 112 which is the channel you show in screen shout. on exceptions tab on same call you highlighted does it have an exception?

 

[oclaudiox]

Hi Nice, tks for reply.
Look,
"... the call in question doesnt have a audio icon against it meaning it wasnt recorded".

In some cases, the record start in silence, but, after some minutes we can hear somthing.

"are you using a selective recording/scheduled recording?"
I don't know that. Im a kid yet whan we talk about Nice |o|.
But what I know is that is full record. All calls are recorded.

Yesterday I did run the Tester tool to get a Agents Table.
The record informs extension and the agent, but when the speaker Icon is not shown, the agent is not found in the Agents Table.

No exception on tab.

Today I unmapped some channels, I HAD virtual extensions on reset switch (Avaya PBX) and remapped again.

Seems to have worked, but I wanted to understand what may have happened.
Any suggestions for log files to check ?

Tks again !

oClaudioX

 

[nice12345]

hi claudio

you can check the rcm and callsrv logs on interaction server for time of issue.

if you are getting audio in middle of some calls i would check logger for any issues on registration of virtual exts on avaya.

post your email address and i can send you a 3.2 troubleshooting document.

also i would check to see what update pack you are on and also your logger

 

[IPOpotamus]

Claudio,

I am happy that the problem is solved, but usually it will be somewhat hard to trace what happened.

I would suggest that you check the Avaya AES DMCC service, you can check in the AES webpage which sessions are open to the Nice logger and which virtual extensions are already logged in.

that extensions can be in a mode different from logged in by some problem.

in essence the DMCC service will "spy" the established call by "service observing" you can also test if you can spy calls by dialing the observation code *xx (dont do it in business hours so you can cause a conflict), the logs in the AES can guide you if some failure in observing results.



=== remember that NICE is not so nice ===

 

[oclaudiox]

Isn't solved, but I just relax...
I'm beginner on Nice record and my time to that issue was gone.

But I'm back to thank !!!
Tks a lot, sure !

I'll forward the messages to Nice team of my job and I hope that the information can help them.

I'll back soon with news, sure.

Tks again, for all !


oClaudioX