Call Recordings cut off / truncated

[FastflowPipeline]

I am having an issue with one of our phone systems for an office that is heavily dependent on call recordings. We have it setup to FTP on a daily basis all recordings to an external NAS box. This setup has been in place for a while now, we have recently come across an issue that when we listen back to calls they cut off part way through for no reason. We know its not the operator and we know the caller and or operator are not hanging up.

This has only just started very recently, we think but not 100% sure that it could be related to those calls getting archived daily? Although we have not changed anything on the system and this has only just started happening. It does seem to be just archived call recordings downloaded from the system itself or directly from NAS box.

The version we are running is 16.04.4.493 - Professional Perpetual 64 sim licence.

Anyone come across this?

Thanks

 

[craigreilly]

So you are saying if you playback a call recording right after the call occurs, it is ok? It is only truncated after transfer to the NAS?

 

[ECOM GROUP (Mauritius)]

I am having an issue with one of our phone systems for an office that is heavily dependent on call recordings. We have it setup to FTP on a daily basis all recordings to an external NAS box. This setup has been in place for a while now, we have recently come across an issue that when we listen back to calls they cut off part way through for no reason. We know its not the operator and we know the caller and or operator are not hanging up.

This has only just started very recently, we think but not 100% sure that it could be related to those calls getting archived daily? Although we have not changed anything on the system and this has only just started happening. It does seem to be just archived call recordings downloaded from the system itself or directly from NAS box.

The version we are running is 16.04.4.493 - Professional Perpetual 64 sim licence.

Anyone come across this?

Thanks

1. Check the player you are playing the audio file. try (VLC)
2. or Check weather there are no restriction of bandwidth on your network when transferring from 3CX to your NAS drive.

 

[FastflowPipeline]

So you are saying if you playback a call recording right after the call occurs, it is ok? It is only truncated after transfer to the NAS?

When the calls are transferred to the NAS box, they remain in the list of call recordings within the phone system but have the "book" archive symbol next to them and if we download them via the 3CX interface, I am assuming the 3cx system then pulls from the NAS box location? it truncates the call recording. This has only recently started happening as we have had this in place for some time.

 

[FastflowPipeline]

I am having an issue with one of our phone systems for an office that is heavily dependent on call recordings. We have it setup to FTP on a daily basis all recordings to an external NAS box. This setup has been in place for a while now, we have recently come across an issue that when we listen back to calls they cut off part way through for no reason. We know its not the operator and we know the caller and or operator are not hanging up.

This has only just started very recently, we think but not 100% sure that it could be related to those calls getting archived daily? Although we have not changed anything on the system and this has only just started happening. It does seem to be just archived call recordings downloaded from the system itself or directly from NAS box.

The version we are running is 16.04.4.493 - Professional Perpetual 64 sim licence.

Anyone come across this?

Thanks

The call recording only gets truncated after it has been transferred to NAS box via FTP, this happens overnight, everynight.

 

[FastflowPipeline]

1. Check the player you are playing the audio file. try (VLC)
2. or Check weather there are no restriction of bandwidth on your network when transferring from 3CX to your NAS drive.

Hi there is no contention on the network that we can see, the FTP transfers happen overnight. We have tried on several media players and still have the same problem.

We have tested a call recording from yesterday which was not truncated and had not been transferred or archived to NAS box, the file prior to FTP was 2.2Mb and played in full. The file this morning after being transferred is only 1.6Mb and has been truncated.

 

[FastflowPipeline]

When the calls are transferred to the NAS box, they remain in the list of call recordings within the phone system but have the "book" archive symbol next to them and if we download them via the 3CX interface, I am assuming the 3cx system then pulls from the NAS box location? it truncates the call recording. This has only recently started happening as we have had this in place for some time.

But essentially yes only after its transferred to NAS box is it truncated, we have tested one from yesterday which originally download from the system was 2.2Mb, now this morning it is only 1.6Mb after it has been transferred.

 

[JohnS_3CX]

Hi @FastflowPipeline

I would suggest to run a test by setting up another FTP server (ie. FileZilla) on a different machine.
https://www.3cx.com/docs/ftp-server-pbx-backups-windows/

Allow some recordings to be archived to that server and see if they remain intact.

 

[ECOM GROUP (Mauritius)]

Hi there is no contention on the network that we can see, the FTP transfers happen overnight. We have tried on several media players and still have the same problem.

We have tested a call recording from yesterday which was not truncated and had not been transferred or archived to NAS box, the file prior to FTP was 2.2Mb and played in full. The file this morning after being transferred is only 1.6Mb and has been truncated.

Can you check this recording compression on your 3cx MC if its checked? if yes, uncheck it and try again.

 

[FastflowPipeline]

Can you check this recording compression on your 3cx MC if its checked? if yes, uncheck it and try again.

We have removed the compression but still experience the problem.

 

[ECOM GROUP (Mauritius)]

We have removed the compression but still experience the problem.

You have to reboot your system aftet uncheck the tick. Do it and try again. Delete the comnection between 3cx and nas as well before a reboot. Then re create the connection from 3cx to nas. Lets see

 

[FastflowPipeline]

You have to reboot your system aftet uncheck the tick. Do it and try again. Delete the comnection between 3cx and nas as well before a reboot. Then re create the connection from 3cx to nas. Lets see

Thanks we will give that a try tonight.

 

[ECOM GROUP (Mauritius)]

Thanks we will give that a try tonight.

Great! Keep us an update.

 

[QCS-INF]

Thanks we will give that a try tonight.

Did you have any luck with this?

Just noticed that we are having the same issue. They only get truncated after they get archived to our FTP server.

Compression is disabled on our system.