10 CONSECUTIVE RECORDINGS DID NOT HAVE SMDR DATA

[John Richard Procter]

Critical error log entry or Critical Email: ...

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10 CONSECUTIVE RECORDINGS DID NOT HAVE SMDR DATA ON CARDSERVER(CARDSERVER).

or

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2010-01:31 08:09:10 ANALOG CHANNEL 0  HAS HAD 10 RECORDINGS WITHOUT SMDR ON CARDSERVER CARDSERVER1.


The Amethyst Cardserver recording channels can be configured to check if call data (SMDR) is received for each recording. If there is 10 consecutive calls with out SMDR, the system will generate an error that the SMDR is missing. There is a coupld of situations where this can be a false positive:

• Extension side recording solution with a PBX that does not generate Internal Call SMDR.
• Analogue recording solution with a faulty connection or a phone being picked up and put down with out making a call.
• Trunk recording solution with a PBX that doesn't generate Unanswered Call SMDR.
• Trunk Recording solution on a PBX that makes a lot of Trunk to Trunk calls and there is only 1 SMDR per call.

The SMDR data usually gets captured with SMDRLink, but can be generated by TAPIAssociate, AmtMitel TAPILink or CSTALink. If one of there applications stops receiving data or is stopped, the above errors get generated. This is a critical warning, since the call data is missing, but the recordings is still taking place.

If you get this for all recorded devices, it is probably that the SMDR data is not coming though.
If the problem is only occurring on one device, try and listen to the recordings and determine what the problem is first.

What to check on SMDRLink:

1. Go to the 'Settings' in AMETHYST webadmin and check if it displays "Start SMDRLINK".
   If so you need to start SMDRLINK.
2. If SMDRLink states "Stop SMDRLINK" it is running, you need to find out why it is not receiving SMDR data from the PABX. This could be related to the PABX, the serial cable and comport or the network connection.
3. If the SMDR application is not receiving SMDR for any extension from the PBX anymore, try and restart it and see if it then starts capturing information.
4. if the SMDR application is not receiving SMDR for specific extensions only, there might be a configuration issue on the PBX or the application. E.g. the extension was changed on the PBX, but the config was not updated on the software.

What to check on Cardserver Configuration

• Ensure that the correct line number or extensions are configured on the Cardserver Configuration screen. each device that is connected to each channel, must have the correct information configured. If someone has moved the cables on the recording solution, the configuration must be updated to reflect that information.
• The SMDR Data gets matched exactly to the values configured on the Cardserver configuration. so if you have extension "01555" configured on the Cardserver and the value that comes from the SMDR is "1555", they will not match.
• If you have a Cardserver solution and you do not receive SMDR at all (extension side solution or radio recording solution) ensure that the "SMDR required" tick boxes are not ticked for the channels in question.