No voice recordings after 4pm

[CMVAS Support]

Good Afternoon

We have our having an issue with voice recordings not occurring after 4PM.

The client works until 5PM however no recordings show up after 4PM and until the next morning. Please see the screenshot below of a report drawn for yesterday afternoon, as you can see the recordings stop shortly before 4PM.

I have drawn the same type of report for the last week and there are never any recordings after 4PM.

Please can you URGENTLY assist with this query

[CMVAS Support]

Hi Odette

As discussed over the phone, I have investigated the Mitel and found the following

* No logs relating to any issues at 4PM
* The Date & Time is correct
* The Day/Night service is not automatic and is activated at 5PM daily

Please urgently assist in this regard this fault is very critical.

[Belinda Frick]

There is a discrepancy with the time on the CRE server on that VM.

You can make a test call to check this. Check the time of the test call against the time it shows in AMETHYST Supervisor for that recording.

A time synchronization needs to be put in place. This needs to be done outside office hours as it will influence recordings taking place.

I will ask Sales to forward you a quote for the remote call out. Once that is accepted we can schedule time to remote in and put it in place. When you reply on the quote please state your office hours for recordings as well as the time sync server IP we can use.

[CMVAS Support]

Hi Odette

I have found that the system is 2 hours off.

Is the synching of the time on the VM not something that would have been setup when the system was installed?

[Belinda Frick]

If the 'no voice recordings after 4 pm' issue did not occur since installation, then the time was correct up to a point and then something changed.

We will need to log in and investigate.