Unable to view recordings of specific extension

[Avanine]

Hi all

hoping you can assist.

i have a client on release 15.5 that is recording all there call center extensions. the problem we are having is for a specific extension for argument sake lets say its ext 2013. although the calls are actually been recorded as we can find them in the recordings folder, they are unable to retrieve them when selecting the recording tab and the searching for the specific extension within the 3CX web console... it doesn't find that ext when searching for it. this is somewhat annoying as the client doesn't want to have to navigate to the actual recordings folder every time he wants to retrieve a recording for this specific extension

Any ideas

Thanks

Regards

 

[Alphabetic]

Go to EXT 2013 Settings > Phone Prov

Change to 3CX App

Scroll down to Access

Is show call recordings ticked?

 

[JohnS_3CX]

Hi Avanine

If you log into the management console as the Global Administrator account, can you see the recordings?

 

[Avanine]

Hi There

no... the recordings do not show when logged into the management console as the Global Administrator account.

even if you search for the recording of the specific extension itself... it shows no records of the extension (the extension itself does not display)

 

[JohnS_3CX]

Lets start from the basics: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Avanine]

ok....

• 3CX professional annual release 15.5 - recently maintenance has been renewed for additional year
• Windows 10 Pro
• Phone / ext in question - T40G - Firmware: 76.83.0.55
• Provisioned by SBC
• Trunk Provider - Dataphone
• firewall checker has passed
• no custom templates

 

[JohnS_3CX]

Great so, if you go to C:\ProgramData\3CX\Instance1\Data\Recordings\2103 do you see files there for ext 2103?

Do they have any strange characters in their name when compared to say the recording of ext 2102?

 

[Avanine]

yes the recording are there (for ext 2013)
yes the characters are much the same obviously with date, time differing

 

[JohnS_3CX]

You can try the following then as a test:

• rename the 2103 folder to something different
• create a new 2103 folder to take it's place
• Ensure extension 2103 has "Record All Calls" not just external
• Make an internal call to another extension. this should generate a new recording in the folder
• Search your management console to see if the recording appears there

If it does appear, then probably there is something in the original folder that causes a problem. Remove the new folder and rename the old one as it was, to put everything back as it was before the test.

If it does not appear, then return everything back as it was again, and try to restart the system as soon as you can to see if it now sees the recordings.

 

[Avanine]

Hi there

recording appears in folder but not in the management consol. (along with the ext not showing)
restarted it yesterday to see if that would work and unfortunately it did not.

 

[JohnS_3CX]

The extension does not appear under the Extensions section you mean?

 

[Avanine]

no... if you go into the recording tab in the management consol and search for ext 2013 it does not show the ext, but all other extensions work when you search for them, along with the recordings

 

[JohnS_3CX]

How do you know that the extension still exists then? Ensure that first you have a full backup and then try to create that extension number again. If you can create it, then chances are someone deleted it - explaining all of the above behavior we discussed.

 

[Avanine]

i registered my mobile to that ext, and also im in contact with the client who confirms that the extension is up and working.

the extension does show under the extension tab in the management consol and you can see that the phone is regestered under the phones tab in the management consol for that extension number

i can give you remote access to see for yourself

the extension has not been deleted.

 

[AWS2P]

Did you open a support ticket?

 

[Avanine]

no problem
will log a ticket now

thanks for the assistance, much appreciated

 

[JohnS_3CX]

If you have active maintenance you should be able to upgrade to V16.

There are changes on the way the recordings are handled under V16 which keeps all recordings in the database and convert anything that currently exists in the V15.5SP6 folders so long as the names of the files have not been changed from the originals.

 

[Avanine]

thx

i will have to consult with the client as they are a 24 hour business so taking 2-3 hours to upgrade poses a problem, having to unistall and re-install etc

 

[Evolute IT]

thx

i will have to consult with the client as they are a 24 hour business so taking 2-3 hours to upgrade poses a problem, having to unistall and re-install etc

Upgrade takes like 10minutes.

 

[JohnS_3CX]

No problem, just make sure to take a full backup, move it out of the 3CX folders, and then proceed to upgrade. Since the machine IP would stay the same I believe you might be able to do it in much less time if everything goes well since phones will not need to be reprovisioned.