Calls not recording

[juliana]

I logged in as Supervisor - tried to locate two specific calls for Saturday past - came up empty.
Ran for today, came up empty. Went back in time - recordings not visible since 03/04/2013. I asked our IT to check server - according to them server is up & running. What else can we check before we need to get technical support in?

[Belinda Frick]

1. Please send a screenshot of the disk space - see forum post:
   How do I check disk space available on AMETHYST server?
   
   
2. Check in log of recording software when last recodings was made and if any error message:
   How do I know AMTCards are recording?
   
   To download log file see How to download logs from amethyst web admin

[juliana]

Hi Belinda,
Manged to get into Disk space - no problem there.
Unable to get into "Configure Cardserver/CRE" link - keeps on giving me "connection timed out"
When I go onto "recorded devices" I can see last date 02/04/2013 with some of my existing staff.
Whereto from here, please??

[Belinda Frick]

I wanted to see the result of the 'Available Disk Space' to see if the Exclusive drive has space to load recordings. If space available, it could be that the sweeper stopped due to 10 consecutive errors. You can check the sweeper log for the last day you have recordings. If any this is the error that must be fixed.

If you cannot access the 'Configure Cardserver/CRE' link then there could also be problem is with your recording software and/or server and/or link between AMETHYST and the Cardserver.

I would suggest a remote call out to investigate. I will ask Sales to forward you a quote for the standard 2 hour call out. Once accept time will be scheduled. We will need SSH access to the AMETHYST server. We previously had this access.

[Belinda Frick]

Feedback of remote call out:

Available Disk Space showed space available:

20130417-prosano-available_disk_space.jpg

View Call History showed, last recordings was swept 20130402. Sweeper stopped due to errors for last 10 recordings:

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[2013-04-02 14:21:27] Version [1.6.4.7]Error Opening Archive 3 Times :000_07DD1D7BEFD62.zlb:The archive file appears to be corrupted
[2013-04-02 14:32:01] Version [1.6.4.7]Work File 000_07DD1D7BEFD62.zlb locked, exiting...
[2013-04-02 14:32:01] Version [1.6.4.7]Sweeper stopped, last 10 recordings gave errors.

When I used the 'Configure Cardserver/CRE' link from AMETHYST webadmin to see if recordings are currently taking place it timed out. I could ping the Cardserver IP from AMETHYST. The second attempt of 'Configure Cardserver/CRE' was successful.

The AMTCards logs also has some connection errors:

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[2013-04-17 00:35:35.497] Version [1.6.4.2] Error in FTPThread: EIdSocketError error uploading 000_07DD21F455D46.zlb to 172.20.160.14: Socket Error # 10054
Connection reset by peer.
[2013-04-17 12:40:34.036] Version [1.6.4.2] Error in FTPThread: EIdSocketError error uploading 000_07DD22428F8DB.zlb to 172.20.160.14: Socket Error # 10060
Connection timed out.

This points to connection issues between AMETHYST and the Cardserver, as do the 'Configure Cardserver' link not always being successful.

Currently recordings are taking place.

At the time of my check the last recording for today was:

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[2013-04-17 13:00:51.275] Version [1.6.4.2] Recorded(DTA)=>EXT:2510,USER:,LINE:C0097,NUMBER:0116712000,DURATION:0:07:29,INCOMING(096_07DD224A59AFF.ZLB)

AMETHYST server uptime is:

Code: Select all

14:06:22 up 58 days,  2:23,  1 user,  load average: 0.05, 0.11, 0.13

I stopped/started the sweeper. It loaded about 197 recordings. It does not seem like a lot for 15 days.

There are 75 agent licenses and 33 available, therefore 52 configured to be recorded. I also notices there are recordings for EXT extensions. Your recording solution is trunk side. The Avaya must provide call details for the recording to show an extension number. To receive call details from the Avaya requires licensing on the Avaya side.

These extension numbers must also be configured with a user name in AMETHYST. You can check the user name configuration in AMETHYST webadmin, refer to forum post:
How do I configure virtual extensions in AMETHYST?

Please confirm in AMETHYST webadmin under 'Configure Recorded Devices' that all your extension that should be recorded is listed. If any extension numbers missing, please forward to me and I will check if configured and if you have the required licenses on the Avaya side also.

The user names for these extension must be configured under 'Configure Virtual Extension' as explained above. To access the recordings the Supervisor must have access to the user name. To configure supervisor access see forum post:
How do I add/configure a Supervisor?

I also notice in the Webadmin log that Critical e-mail repeats, but cannot be sent due to mail errors:

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[2013-04-17 13:41:36]  Version [1.6.4.2]Email, error setting up IdSMTP : 5.7.1 Unable to relay
[2013-04-17 13:41:46]  Version [1.6.4.2]Email, error setting up IdSMTP : 5.7.1 Unable to relay
[2013-04-17 13:41:56]  Version [1.6.4.2]Email, error setting up IdSMTP : 5.7.1 Unable to relay
[2013-04-17 13:41:56]  Version [1.6.4.2]******Critical Errors sent to Siyabulela.msoki@nha.co.za,Roger.cardoza@nha.co.za *******
[2013-04-17 13:41:56]  Version [1.6.4.2]2013-04-17 13:35:53 2013-04-17 14:25:05 CURRENT MEMORY USAGE(89%) ON CARDSERVER(CARDSERVER) EXCEEDS THRESHOLD(80%).
[2013-04-17 13:41:56]  Version [1.6.4.2]
[2013-04-17 13:41:56]  Version [1.6.4.2]******End Critical Section*******

Please consult with your mailserver provider why it cannot relay the e-mail. To see current configuration details you can view it in AMETHYST Webadmin. Here is the result of test done with current mail settings:

20130417-prosano-mail.jpg

The critical e-mail will alert you if any issues with AMETHYST.

[juliana]

Hi Belinda - THANK you for assisting
Re emails for critical server errors - Roger has left, but Siya is still here.
May I ask that you include myself (julianam@prosano.co.za) as well as Alfonso (alfonso.joseph@lhh.co.za) - he is Siya's direct line of reporting?
I will have a look at the rest of your comments. Is there anything that is of an immediate concern that we should note? Regards, Juliana

[Belinda Frick]

There are 3 things I can point out:

1. The number of recordings seems few. Can you please confirm the extensions that should be recorded? You need to look at the 'Configure Recorded Devices' in AMETHYST webadmin as explained in feedback. Please check if all is listed.
   
   
2. The critical e-mails is not being sent. Your IT side should look at this: They must confirm the mail server settings and that AMETHYST is allowed to send mail via the mail server.
   
   The error received is: 'IdSMTP : 5.7.1 Unable to relay'.
   
   
3. You have a AMETHYST server and a Recording server(Cardserver). The Cardserver makes the recordings and sends it to AMETHYST. I see connection errors in the AMTCards logs, which point to communication/network issues. Your IT side also need to look a this - I listed 2 errors in the feedback.