Missing audio Recording File

[mosi]

hi

I am unable to find audio file for a recording. The Sweeper log file below shows that the call was answered by agent.

2014-03-20 09:53:57.435 [1.6.4.16] TAPI|START|7037|25|0319021624|9046|I|
2014-03-20 09:58:43.621 [1.6.4.16] TAPI|STOP|R:7037|0319021624||0:04:49||2014-03-20|09:53:54||25|I|Pamela Sekhuthune|9046|ANSWERED|

The device is configured on recorded devices.
Supervisor has access to view recordings on all devices, I checked with the admin account which has the AMTCARDS user.

I have stopped/started the sweeper and reprocessed the calls, still does not appear.
Note that other recordings of the agent do appear for today and previous days, it is this particular recording that cannot be found.

Please assist.
Thanks
Mosi

[Belinda Frick]

On the day the call was made, check if the recording was rejected.

AMETHYST Webadmin -> View logs, navigate to date of call, select amtreject log file. You can download the file and search for the number and/or extension.

If not in this file, then you must search the amtcards log on the day the recording was made to see if there was any issues. The logs are in the folder:
C:\Program Files\Datatex\amethyst\logs\20140320