Witness - calls not recording

[rosspe]

I am having real problems with my Witness.

We have 17 agents being monitored but for some reason only a handful seem to get picked up. I estimate that only 40 percent of calls are being recorded daily. It is almost like the witness softphones are unable to monitor the selected range of extensions.

There are numerous error messages in the log, a few I have pasted below.

We are still running CM3 and witness is on version 7_3_15 however an upgrade to CM5 and latest CSCM is imminent.

In the meantime if there is anything I can do I would appreciate the advice.

Warning Port 4516. Service observe setup timed out. Trying to observe 3717.

Major Alarm Communication Manager API not running on 192.168.0.54. Reason: Connection Down - Problems on the pipeline

Minor Alarm Port 4504. Service observe denied trying to observe 3705. Check station is allowed to be service observed, the station is present and no other service observe active. Try manual service observe. Also check that G729A and G711MU codecs are enabled for the recorder's softphone region.

Warning Port 4512. Service observe dropped unexpectedly while in state 'Connected'.

 

[Reynolds723]

Check the COR of the agent login ID's if none of these agents can be recorded all of the time, "Can be service observed" needs to be selected in the COR form.

Also check the stations they are using are configured in witness.

Hope that gets you started, Anyone else got any ideas?

Cheers

Craig

 

[rosspe]

Thanks Craig,

I have checked the the agent IDs and extension numbers. All are in the correct COR and have the 'can be service observed' option filled.

If it's any help on the web admin page of ContactStore many of the port states show as faulty. During the day only a handful display connected.

Thanks,
Ross

 

[mrjedi]

OK. Check all this first:
Port Speed on Witness and data switch.
Same for AES.
How many CLANs ? Have you put these, medpro and contactstore on the same network region
Check your codec settings...should be 60ms
Is your Witness on a different subnet to the CLAN.If so, you need to separate the services on AES and use both the NIC ports
Have you loaded the latest CSCM patch for Witness.

 

[rosspe]

Thanks for all this.

I thought I had checked everything on the networking side but last week I double and treble checked. I found one of the switch ports connected to the AES server was incorrectly configured; albeit only a slight misconfigure.

When this was changed all the faulty ports on Witness started up and connected. Since then recording is back on track.

There are still a few minor problems that result in me having to restart the CSCM service but I'm hoping these will be fixed when the latest updates are applied.

Ross