Troubleshooting call recording

[Belinda Frick]

Here are some steps to follow to do some trouble shooting.


Check 1: SLVR PC: recording
Make sure that the call is being recorded by the SLVR. You should see the
recording time increasing, and the circle to the left of the recording time
should be red. If none of this is happening, the problem may lie with the
sound card, physical recorder device or cables.


Check 2: SLVR PC: configuration
Check that the SLVR is correctly configured to upload to the server. In the
SLVR.ini file, the SEVERIP (This is a misspelling of SERVERIP) must be the IP
address or name of the server. A correct configuration will look something like:
[SERVER]
ENABLED=1
SEVERIP=192.168.0.1
SERVERPORT=27000
VOICEPORT=27001
LOCALPORT=27002

Also make sure that the Extension is set correctly.


Check 3: SLVR PC: Network configuration
Find out what the server is called, or what it's IP address is. You can check
the SLVR.ini file for SEVERIP (This is a misspelling of SERVERIP).
It will look something like:
SEVERIP=192.168.0.1
or
SEVERIP=gem

Now on the SLVR PC, click on "Start", "Run", and then type:
ping 192.168.0.1
or
ping gem
and click on the OK button.

If you see "Reply from", the network set-up is fine. If it gives any error,
there is a problem with the network, or with the network configuration on the
SLVR PC or the server PC. You may have to speak to the network administrator.


Check 4: SLVR PC: FTP server
The next thing to check is that the calls are being uploaded to the server.
Check the SLVR Data folder for .ZLB files. If these exist, then the files are
not being sent to the server. You then need to check the server configuration.
Make sure that the FTP server is correctly configured, and running. You can test
this by clicking on "Start", "Run", and then typing:
ftp 192.168.0.1
or
ftp gem
and click on the OK button.

You should see something similar to:
Connected to 192.168.0.1.
220-GuildFTPd FTP Server (c) 1997-2001
220-Version 0.997
220 Please enter your name:
User (192.168.0.1:(none)):
If you get a message "Connection refused", or any other error, the FTP server
is probably not running. Start the FTP server on the server PC.


Check 5: Server PC: Amethyst server
If files are being sent successfully, but not appearing on Amethyst, it may be
that the Amethyst server or sweeper are not working. Make sure that there
are no .ZLB files in the Amethyst Temp folder. If the Amethyst server is not
running, start it. If the sweeper is not running, restart the Amethyst server.
If this does not clear the .ZLB files, there may be a problem with Amethyst.
Check the Amethyst log file.


Check 6: Supervisor
If the .ZLB files are being imported successfully, it may be that the supervisor
you are logging in as does not have rights to view data for that extension. On
the Amethyst server, click on "Configure supervisors" and make sure that there is
a tick for that extension for the supervisor you are logged in as.