Mismatch in the call log and the recording duration

[vivasupport]

Dear Support:

Our customer with FQDN brightsun.vivphone.com has reported an issue with call duration — there is a significant difference between the call logs and the call recordings.

Could you please assist us in resolving this discrepancy and advise if any modifications are required on the 3CX end? Additionally, please let us know how we can retrieve the complete call recordings for these calls.

We have also disabled can stop and start the call recording option for both the user.

 

[VoIPTools]

Is it possible that you are running the Enterprise version of 3CX where the user has control of starting and stopping the recording? I do not recall ever being able to play any part of a recording if there was corruption in the file, so if it will play, it is likely playing everything that was recorded.

 

[vivasupport]

Thanks for the resonse @voip Tools
However, we have already disabled the option for both users. Kindly help us to resolve the issue and advise on any preventive measures to avoid such problems in the future.

Best Regards,
Viva

 

[VoIPTools]

Did you listen to the recorded phone call? Does it sound like you recorded the entire call?

 

[vivasupport]

Yes, but it seems the call was not completely recorded. Could you please advise on what needs to be done to resolve this issue?

 

[VoIPTools]

If you can hear the entire conversation from the initial "hello" to the "good-bye", then I think it is safe to say you have the entire recording -- provided you are certain that they did not have the permission to start/stop/start recording.

I'm not sure what report you are running. Perhaps this is a summary report that includes the entire time the person was in the 3CX phone system (including waiting in queues, talking with others, etc. Perhaps the call duration in the report (whatever report this is) is a summary of the entire call, not just the leg where the recording was captured?