Call Recordings Missing

[andy184]

Hello,

We've seen an issue today where the recording for a call was missing. Having replicated it once out of maybe 20 tries, this is what I think might be the cause:

Whilst an inbound call is ringing on an extension, have a second extension use the "Pick Up" feature (from the 3CX Windows Softphone) so it rings on them too and then have both extensions try to answer simultaneously. In some situations both calls connect, one then terminates after a second or so, and the second one continues. However the call recording is only created on the call that terminates not on the second call.

 

[KyriacosS_3CX]

Hello,

Can we confirm what 3CX version/update is involved, what Softphone versions (and if any other phones/apps are involved their details), as well as the Trunk provider - and whether everything above is using standard templates etc?

If this can be duplicated on demand by you, please put the system in verbose and create a support package that includes logs from this happening.

Best,
KS

 

[andy184]

3CX: Version 20.0 Update 6 (Build 724 Release)
Softphone: 5.2 (build 967) 20.0.967.0
Trunk Provider is RevoPCI which I believe is Gamma (Using the Generic SIP Trunk (IP Based) template)

I can't replicate it on demand - it doesn't seem to always happen, but this morning I have replicated a variant of the issue whilst in verbose logging. Where should I send the support file?

 

[KyriacosS_3CX]

I have sent you a Direct Message for the logs.