Call Recording Termination Reason

[EyeKhan]

Do the verbose logs contain the reason why a call recording has stopped (such as call termination, user clicked the stop recording button, etc.)?
If not, would packet captures show the reason why the call recording stopped?

As most call recordings are fine, I am troubleshooting why certain call recordings appear to end prematurely (only for specific people).

Running 18.0 Update 1 (build 237) on Debian 10 with a Pro license (haven't finished evaluating Update 2).
There is an SBC running as well at the location where the staff reside, however, the issue occurred prior to the SBC installation.
Users set to Record All Calls.

 

[NickD_3CX]

There isn't a specific log just for this, you *might* though get some clues using the Bin Log Viewer analyzing tool, I must warn though, you will need to set the system to Verbose logging, wait until it happens again, and this will show you A LOT of logs.

My advice, listen to the recordings and check the reports to see if maybe the "abrupt" cut is because the agent hung up or blind transferred the call to someone else.

Now if you suspect that some users are disabling the recording, then I suggest you consider upgrading to an Enterprise license that will allow you to turn off this option for each extension:

 

[EyeKhan]

Nick,

Thank you for the reply and pointing me in the direction to look for answers. I think Management would prefer to know if staff are clicking off the record button before investing in Enterprise especially if it may just be something like an unsupported headset or other issue.

I'll grab the bin log viewer.

Thanks again!