Part of Call Recording missing

[Marc Mohring]

Have a strange issue with Call Recordings for one of our customers.

3CX v18 u9
Professional License

A Call Recording from a couple of days ago is missing a big chunk of the call.
Listening to the recording, you can hear the agent greeting the caller, and then the call 'jumps' ahead to much further in the conversation.

The agent does not have the option to stop/start the recording manually.

We're not going to be able to recover the rest of the recording, but I just need to make sure this doesn't happen again.

Anyone seen this before?
What could this?

They're using Grandstream GXP2170 desk phones with Plantronics headsets.
Phone is on latest firmware.

There was no report of the caller not being able to hear the agent.

PBX Deliver Audio option was turned off.
Have turned that on now.

Any other suggestions will be much appreciated.

Thanks,
Marc

 

[TheodorosG_3CX]

The recording is on the extension level no matter if user is on an ip phone or client.
Did the user reported issue with the audio on this call?

 

[Marc Mohring]

No reports from the agent, or the caller, of any issues with the audio on that call.

 

[TheodorosG_3CX]

Grandstream GXP2170 desk phones with Plantronics headsets.

Those are directly connected to the device?

 

[Marc Mohring]

Yes, they are wired into the headset port of the GXP2170 with OEM Plantronics cables.
And, they have used these headsets for at least 2 years

 

[TheodorosG_3CX]

This setup is not tested or supported however if the audio is not sent to the PBX though this can be related with the headset.
I would suggest to remove them and monitor the issue.