Missing Queue name from recording file name

[NonLinearly]

We have version 18. The filename of incoming recordings in a queue is "[QUEUE_NAME]_CALLERNUMBER-EXTENSION_DATETIME(AN_INTEGERER)"
Well... Suddenly and without any reason QUEUE_NAME was disappeared and is empty in a specific extension and in the other extensions in some calls it appears and some not in a completely random way!!! We have BIG problem because we need to distinguish the recordings based on Queues to be delivered to our clients!!! We are exposed to them!

 

[Alphabetic]

Have you got any special characters in your queue names?

 

[NonLinearly]

Have you got any special characters in your queue names?

The name of the queues didn't change.

 

[Alphabetic]

Have you tried simply restarting services?

 

[NonLinearly]

I will try it at the end of the day. But I have done it 2 or 3 times as I remember for other reasons and after this problem was arrived.

 

[Alphabetic]

If you go to the mgmt console > Contacts > Options have you got option in there to add queue name?

 

[NonLinearly]

If you go to the mgmt console > Contacts > Options have you got option in there to add queue name?

View attachment 38666

What mgmt console? 3cx Admin console? Or Client console? I did not find something like this.

 

[Alphabetic]

v18?

Log in to the management console.

 

[NonLinearly]

Yes it is!

 

[NonLinearly]

It is "Append Name"

 

[StanleyS]

We have version 18. The filename of incoming recordings in a queue is "[QUEUE_NAME]_CALLERNUMBER-EXTENSION_DATETIME(AN_INTEGERER)"
Well... Suddenly and without any reason QUEUE_NAME was disappeared and is empty in a specific extension and in the other extensions in some calls it appears and some not in a completely random way!!! We have BIG problem because we need to distinguish the recordings based on Queues to be delivered to our clients!!! We are exposed to them!

Hi!
I'm currently running v18.5 and have also noticed this behavior with various extensions. If you look at the panel and notice a queue call going through the normal steps of an IVR, and BAM if the call gets pushed to an agent in the queue that ALSO HAS THE MOBILE APP PROVISIONED, the call's Queue Name is removed from the panel display as well.

This issue may have been resolved already as we're moving into v20, can anyone confirm either way?

 

[NonLinearly]

Hi!
I'm currently running v18.5 and have also noticed this behavior with various extensions. If you look at the panel and notice a queue call going through the normal steps of an IVR, and BAM if the call gets pushed to an agent in the queue that ALSO HAS THE MOBILE APP PROVISIONED, the call's Queue Name is removed from the panel display as well.

This issue may have been resolved already as we're moving into v20, can anyone confirm either way?

We have also noticed this behavior. It is annoying. The strange is that recordings that has no queue name in the file name they are searchable in the Reporting--->Recordings in the admin console with the queue name as search criteria!!!