"Missing recording" after transfer

[juliana]

Hi, Call came into call centre (Recording # 002_07DC1C354C673) - from call centre it was transferred to someone in the membership division, Fundiswa Jiba, whose calls are also being recorded. We can listen to recording up to the point where it is transferred, but then nothing comes up on the second user (Fundi). What are we missing?

[Belinda Frick]

Your site uses trunk side recording with CSTA (AVAYA) for call details(extension number, etc.).

Only extensions you have licenses for (Avaya) will be monitored for call details (and have an extension number). For AVAYA monitored devices you need to contact your service provider.

In AMETHYST there are also licensing per recorded device. You can check this in AMETHYST Webadmin under 'Configure Recorded Devices'.

To check if this extension was recorded you need to investigate the AMTCards.log file on the day of the recording. On the AMETHYST Cardserver (Windows PC) navigate to the folder 'C:\Program Files\datatex\amethyst\amtcards\logs' and select the date folder for the day of your recording.

Each succesfull recording looks like this:

Code: Select all

[2012-03-12 10:00:10.669] Version [1.6.4.2] Recorded(DTA)=>EXT:2530,USER:,LINE:C0005,NUMBER:0217061869,DURATION:0:00:56,INCOMING(004_07DC16FC7851B.ZLB)

Find your recording with reference number # 002_07DC1C354C673. NOTE: the entries must be like the above example after the date-time and version number it must display "Recorded(DT". IThe 'DT' can be either 'DTA' or DT2'.

Check the 'LINE:' number and then search for the first recording after this one on the same line number. This should be the call that was transferred.

Note the extension number ('EXT:') and check that it is a monitored AVAYA extension and on the AMETHYST Device list, else the recording will not be loaded in AMETHYST.

If you find the recording in the AMTCards log, but it is not a licensed device the recording will be rejected. You can check the rejected log for the same day in AMETHYST Webadmin on the Home page select View logs, the date of the recording and then the reject log. You may download the reject log to search easier.
To download log file see How to download logs from amethyst web admin

If the recording was not rejected, then it might be a Supervisor access issue. Please check that your Supervisor login has access to the user name the recording was made for - see forum post:
How do I add/configure a Supervisor?

To add user name for an extension number, you need to configure the extension number and user name under 'Configure Virtual Extension': How do I configure virtual extensions in AMETHYST?

Also refer to forum post:

• Call transferred from unrecorded ext to recorded ext
  
• Add extension: Trunk side recording - Avaya PABX and CSTA