large recording .wav file consume disk space

[skinap]

Hi All, Our 3CX Server (v12 with sp6; .net framework 4.5.1; Windows Update up-to-date; Windows server 2008 R2 Enterprise) had issue from last month, it keeps generating very large sized recording file in Recording folder. from 2G to 9G, even the actually phone call had finished but the file size still grow. Any ideas?

 

[Pierre_3CX]

Hi there,
When this occurs again can you check in your Ports/Trunks Status page if they are all green meaning no call is currently established?
If one of the indicators remains yellow while there are no calls on system then issue must be investigated with this specific gateway/trunk which might fail to terminate calls correctly.

 

[skinap]

Hi pj3cx, Thank you for the reply. The issue still persists. I checked Port/Trunk Status page, some of the indicators remains yellow while there are no calls on system. Wandering if gateway/trunk fail to terminate calls correctly, how should I fix it.

 

[leejor]

Wandering if gateway/trunk fail to terminate calls correctly, how should I fix it.

You don't specify which type of gateway that you are using, but I'll assume a PSTN gateway as that is the usual "suspect" when dealing with disconnect issues.

There are a few disconnect options that can be implemented depending on the gateway make/ model and, after a disconnect, what is sent by your particular provider, CPC signal, or simply a disconnect tone.

 

[skinap]

Thank you for the reply, we are not using Voice Gateway in this case, we are using SIP Trunk purchased from ISP. ISP router has been setup on site, which link to our switch then to the 3CX server. not sure if should contact ISP yet.

11-Sep-2014 09:18:54.469 [CM503008]: Call(C:5585): Call is terminated
11-Sep-2014 09:18:54.467 [CM503023]: Call(C:5585): Call recording is stopped, audio file: R:\Recordings\211\[9350%3AAde IVR%3A0407378191]_407378191-810_20140911091803(5585).wav

Above is the 3cx log, normal call should be terminated along with the recording, some of the call does not have second line indicating recording is stopped.

 

[leejor]

What you could do, is to monitor some calls using Wireshark. Try to replicate the types of calls that continue to record. Check to see that the call disconnects when the outside party hangs up first, and again if the called party, on the PBX, hangs up first.

If you are not seeing a disconnect , from your provider, as you should, then have a talk with them. It is always best to be prepared, with some "evidence", beforehand.

 

[skinap]

Hi All, I have found some hints from server log:

16-Oct-2014 09:24:35.027 Leg L:6627.1[Line:10005<<474989544] is terminated: Cause: BYE from PBX
16-Oct-2014 09:24:35.026 [CM503008]: Call(C:6627): Call is terminated
16-Oct-2014 09:24:35.023 [CM503023]: Call(C:6627): Call recording is stopped, audio file: R:\Recordings\137\[Ade IVR%3A0474989544]_474989544-137_20141016092359(6627).wav
16-Oct-2014 09:24:35.018 Leg L:6627.4[Extn] is terminated: Cause: BYE from 192.168.0.97:5062

16-Oct-2014 09:23:59.169 [CM503022]: Call(C:6627): Call recording is started, audio file: R:\Recordings\137\[Ade IVR%3A0474989544]_474989544-137_20141016092359(6627).wav
16-Oct-2014 09:23:59.166 Leg L:6627.3[Queue] is terminated: Cause: BYE from 127.0.0.1:5488
16-Oct-2014 09:23:58.964 [CM503007]: Call(C:6627): Extn:137 has joined, contact <sip:[email protected]:5062>
16-Oct-2014 09:23:58.959 Leg L:6638.1[Queue] is terminated: Cause: BYE from PBX
16-Oct-2014 09:23:58.958 L:6627.4[Extn] has joined to L:6627.1[Line:10005<<474989544]
16-Oct-2014 09:23:58.958 NAT/ALG check:L:6627.4[Extn] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
16-Oct-2014 09:23:58.955 [CM503008]: Call(C:6638): Call is terminated
16-Oct-2014 09:23:58.946 Leg L:6638.2[Extn] is terminated: Cause: BYE from 192.168.0.97:5062
16-Oct-2014 09:23:58.745 [CM503025]: Call(C:6627): Calling T:Extn:137@[Dev:sip:[email protected]:5062] for L:6627.1[Line:10005<<474989544]
16-Oct-2014 09:23:58.686 [CM505003]: Provider:[OPTUS SIP ADELAIDE] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp,

recvonly] UserAgent: [Nortel SESM 14.1.0.12] PBX contact: [sip:[email protected]:5060]
16-Oct-2014 09:23:58.479 [CM503007]: Call(C:6638): Extn:137 has joined, contact <sip:[email protected]:5062>
16-Oct-2014 09:23:58.477 [CM503007]: Call(C:6638): Queue:802 has joined, contact <sip:[email protected]:5488>
16-Oct-2014 09:23:58.475 L:6638.2[Extn] has joined to L:6638.1[Queue]
16-Oct-2014 09:23:58.474 NAT/ALG check:L:6638.2[Extn] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
16-Oct-2014 09:23:57.257 [CM503025]: Call(C:6638): Calling T:Extn:137@[Dev:sip:[email protected]:5062] for L:6638.1[Queue]
16-Oct-2014 09:23:57.209 [CM503027]: Call(C:6638): From: Queue:802 ("Call Centre:Ade IVR:0474989544" <sip:[email protected]:5060>) to T:Extn:137@[Dev:sip:[email protected]:5062]
16-Oct-2014 09:23:57.209 [CM503004]: Call(C:6638): Route 1: from L:6638.1[Queue] to T:Extn:137@[Dev:sip:[email protected]:5062]
16-Oct-2014 09:23:57.206 [CM503001]: Call(C:6638): Incoming call from Queue:802 to <sip:[email protected]:5060>
16-Oct-2014 09:23:57.206 NAT/ALG check:L:6638.1[Queue] REQUEST 'INVITE' - basic check passed. No information for extended checks
16-Oct-2014 09:23:57.202 NAT/ALG check:L:6638.1[Queue] REQUEST 'INVITE' - basic check passed. No information for extended checks

16-Oct-2014 09:23:54.966 [MS105000] C:6634.2: No RTP packets were received:remoteAddr=192.168.0.97:11800,extAddr=0.0.0.0:0,localAddr=10.10.70.151:7224
16-Oct-2014 09:23:54.721 Leg L:6634.2[Extn] is terminated: Cause: 481 Call Leg/Transaction Does Not Exist/INVITE from 192.168.0.97:5062
16-Oct-2014 09:23:54.639 [CM503007]: Call(C:6634): Extn:137 has joined, contact <sip:[email protected]:5062>
16-Oct-2014 09:23:54.639 [CM503022]: Call(C:6634): Call recording is started, audio file: R:\Recordings\137\[Call Centre%3AAde IVR%3A0474989544]_474989544-137_20141016092354

(6634).wav
16-Oct-2014 09:23:54.636 NAT/ALG check:L:6634.2[Extn] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
16-Oct-2014 09:23:54.554 Leg L:6634.1[Queue] is terminated: Cause: BYE from PBX
16-Oct-2014 09:23:54.497 [CM503020]: Call(C:6634): Normal call termination. Call originator: Queue:802. Reason: Not available
16-Oct-2014 09:23:54.497 Call to T:Extn:137@[Dev:sip:[email protected]:5062] from L:6634.1[Queue] failed, cause: Cause: BYE from 192.168.0.97:5062
16-Oct-2014 09:23:54.497 Leg L:6634.2[Extn] is terminated: Cause: BYE from 192.168.0.97:5062

16-Oct-2014 09:23:47.231 [CM503025]: Call(C:6634): Calling T:Extn:137@[Dev:sip:[email protected]:5062] for L:6634.1[Queue]
16-Oct-2014 09:23:47.182 [CM503027]: Call(C:6634): From: Queue:802 ("Call Centre:Ade IVR:0474989544" <sip:[email protected]:5060>) to T:Extn:137@[Dev:sip:[email protected]:5062]
16-Oct-2014 09:23:47.182 [CM503004]: Call(C:6634): Route 1: from L:6634.1[Queue] to T:Extn:137@[Dev:sip:[email protected]:5062]
16-Oct-2014 09:23:47.180 [CM503001]: Call(C:6634): Incoming call from Queue:802 to <sip:[email protected]:5060>
16-Oct-2014 09:23:47.180 NAT/ALG check:L:6634.1[Queue] REQUEST 'INVITE' - basic check passed. No information for extended checks
16-Oct-2014 09:23:47.178 NAT/ALG check:L:6634.1[Queue] REQUEST 'INVITE' - basic check passed. No information for extended checks


16-Oct-2014 09:23:46.404 [CM503025]: Call(C:6627): Calling T:Queue:802@[Dev:sip:[email protected]:5488;rinstance=76ad735f2abc8f3b] for L:6627.1[Line:10005<<474989544]
16-Oct-2014 09:23:46.399 [CM503027]: Call(C:6627): From: Line:10005<<474989544 ("Ade IVR:0474989544" <sip:[email protected]:5060>) to T:Queue:802@

[Dev:sip:[email protected]:5488;rinstance=76ad735f2abc8f3b]

any idea?

 

[skinap]

What happened is like from c:6627 > 6634 > failed > new path 6638 > 6627 > finished, the large sized file is created at 6634, but when assign the call to a extension in the queue, the recording is not supposed to be created at all.

 

[Pierre_3CX]

Hi,
Does extension 137 not have option Record all calls ticked?
Furthermore, R:\ looks like a network path can you confirm? if so, please beware that such paths are not supported for recordings, it should be local internal hard drive.

 

[skinap]

1. extension 137 has the 'Record all calls' ticked.
2. R drive is local drive, just use the drive letter to indicate drive for recordings
3. the route is: customer dial > IVR > Call Center queue > extension. if this error recorded in the log not occurred and 'Call Center queue > extension' stage working properly, a recording should not be triggered according to server log.
4. the name of the large sized recording is also different from others, eg:
[Call Centre%3AAde IVR%3A04749895**]_4749895**-137_20141016092354(6634).wav
normal recordings is like:
[Ade IVR%3A04777348**]_4777348**-137_20140925112936(14471)

Please advise.

 

[Pierre_3CX]

Hi there,
May I ask what voip provider are you using?
Do you have access to our support portal ? If so, please open a ticket so we can investigate this further with captures for example.