Call recording missing

[vivasupport]

Dear Support,


We are currently facing an issue with call recording storage. We have observed that some call recordings are missing, while others have been recorded for the same number without any corresponding malfunctions in the event logs.


Could you please assist us in retrieving the missing call recordings, possibly through any available workaround? Additionally, we would appreciate your support in identifying and implementing a solution to prevent this issue from recurring.


We have shared the current setup configured at the soft-switch end below for your reference. Kindly look into this matter urgently, as we have received complaints from our customer.


Looking forward to your support.


Best regards,
VIVA

 

[KyriacosS_3CX]

Hello,

Are all calls answered in the same way? Do you have the option for callers to opt-out from the recording in queues if queue call?

 

[vivasupport]

Dear Kyriacos,

NO,

For some users, on the same day, a few calls were recorded and a few calls were not recorded and it was an outbound call.





Please help us to resolve the issue.

Regards,
Diravin

 

[KyriacosS_3CX]

The Outbound call. Was it a direct dial of the external number, or is there any IVR etc involved?

 

[vivasupport]

Dear KS,

It was a direct dial of the external number. Could you please advise? I need to change it to record all the calls instead of recording only external calls.

 

[KyriacosS_3CX]

Is there any CRM or similar integration that might be interfering in the process?

 

[vivasupport]

Dear KS,

They are dialing using the 3CX desktop app; however, they have integrated it with the LeadSquared CRM. Could you please confirm if changing the configuration to "Record All" might help resolve the issue?

Regards,
Diravin

 

[KyriacosS_3CX]

Although it is worth a try and it might, it still leaves open the why some calls are not recorded now. As I understand it most calls are recorded OK (In or Out), and some not? Is it limited to specific extensions or call destinations?

 

[vivasupport]

It appears to be occurring randomly across users and is not specific to any particular extension or destination. Additionally, the issue affects both inbound and outbound calls, and recordings are missing for some of these calls.

Could you please confirm if this could be related to any unsupported audio codec?

 

[KyriacosS_3CX]

Hi,

Just to clarify your question, audio works in this calls, so the thought is that perhaps an audio codec is supported by the devices, but not by the 3CX recording engine, therefore the call works but recording can't happen?

That would be an odd case. If you are getting one or more calls that fail to record each day, can you put logs to Verbose mode so we can see exactly how this calls are being setup, and if there is any relevant error logged?