Critical mail: ...CHANNEL HAS HAD 10 RECORDINGS WITHOUT SMDR

[Belinda Frick]

--------------------- CRITICAL ERRORS START HERE ---------------------
2011-12-03 11:57:48 2011-12-03 12:19:53 ANALOG CHANNEL 5 HAS HAD 10 RECORDINGS WITHOUT SMDR ON CARDSERVER CARDSERVER.
---------------------- CRITICAL ERRORS END HERE ----------------------

This critical e-mail means that a recording was made, but no SMDR data was received for it.

• SMDR data/call details:
  
  To investigate you need to know from where call details are received: 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.
  
  If call details is sent to AMETHYST then the logs of the recordings solution, for example AMTCards will have an entry for 'DTA for'.
  
  

  Code: Select all

  [2011-07-25 07:37:42.754] Version [1.6.3.6]   DTA for 054_07DB421585F00: FTP|AMTCARDS|2011-07-25 07:36:32|054_07DB421585F00.gsc|MR MISTER |0835430393||7036|0:02:01|||25|O|11.2.10.87||9060||

[2011-07-25 07:37:42.754] Version [1.6.3.6]   DT2 for 054_07DB421585F00: FTP|AMTCARDS|2011-07-25 07:35:08|054_07DB421585F00.gsc|AMTCARDS|0835431234||9060|0:02:01|||25|O|11.2.10.87||||

[2011-07-25 07:37:48.316] Version [1.6.3.6] Recorded(DTA)=>EXT:7036,USER:MR MISTER,LINE:25,NUMBER:0835431234,DURATION:0:02:01,OUTGOING(054_07DB421585F00.ZLB)

  
  
  You need to find out why the PABX is not sending off call details or why AMETHYST is not receiving it:
  
  
  • SMDRLink:
    Checking if SMDRlink webadmin is set up & receiving data
    
  • AMTMitel:
    How do I know AMTMitel is receiving call details?
    
  • TAPIAssociate:
    Is TAPIAssociate receiving call details?
  
  
• SMDR Required?
  
  If your AMETHYST does not receive call details from the PABX, there is a configuration option to disable 'SMDR Required' on the Cardserver configuration:
  
  AMETHYST Webadmin Home page -> Configure Cardserver/CRE, click on the '+' next to the channel range of the recording card and then you need to individually untick 'SMDR Required'. Click on APPLY to save setting. This will stop the critical e-mails from being sent.
  
  NOTE: If SMDR Required is disabled, you will only have the call details that the recording card can provide, please see forum post:
  
  Recording cards and call details / call termination
  
  NOTE: For trunk side recording you cannot have 'SMDR Required' disabled as all extension will be given as EXT and you will not be able to diffarenciate between calls for different agents.
  
  Also see the section 'SMDR Required setting' in the forum post:
  Critical mail: AUDIORECV CH ...MORE THAN 10 UNMATCHED SMDR
  
  
• Extension side recording:
  
  
  • If the error messages repeats for one channel. Find the extension number:
    
    AMETHYST Webadmin -> Configure Cardserver/CRE, click on '+' next to channel range that includes the channel number of your critical e-mail, in this example 5. Once you have the extension number, you can search your SMDR data if any call details received. If other extension is receiving call details, it can be either:
    
    
    • a misconfiguration on the AMETHYST side to receive call details
      for example:
      
      • with AMTMitel you must specify the trunk range to be monitored as well as the extension numbers
      • the correct extension number must be mapped to the correct recording channel.
    • Recording is not receiving the call details when conversation is terminated, becsue
      
      • the PABX is not sending off the call details.
      • PABX is sending call details delayed or in a burst from time to time
      You need to contact your PABX support company to investigate this.
    
    Make a test call and search you SMDR data (as per option in use - see section above 'SMDR data/call details'.
    
    
  • If you have extension side recording your channel mapping must be correct or you can get UNMATCHED SMDR or NO SMDR critical e-mails.
    
    NOTE: This is only the problem on a new installation or if extensions was changed or moved around. If the configuration was previously correct and nothing was changed on the PABX side, it is unlikely that the mapping is the cause of the critical e-mail.
    
    You PABX vendor must mark the KRONO with the correct extension numbers. The KRONO is then punched to connect the recording card and KRONO. In AMETHYST the channels for the recording card must be configured as per extensions marked on the KRONO. This is done in AMETHYST webadmin -> Configure Cardserver/CRE, click on the '+' for the recording channel range. Now you need to enter the correct extension number for the recording channel. Click on APPLY to save settings.
    
    You can do a test call from the extension and mention the extension number in the test call. Play it back in AMETHYST Supervisor and ensure the extension of the call details matches the extension mentioned in the test call.
    
    NOTE:
    
    If you PABX has a soft swop feature and you make changes, the channel mapping in AMETHYST must be changed accordingly.
    
    If you do not have 'soft swopping' same applies if you add extension, change extension numbers, etc. - the extensions has to be re-punched on the KRONO and mapping checked under AMETHYST.
• Trunk side recording:
  
  
  All extension numbers will show as EXT. If not on the 'Configure Recorded Devices' option, these calls will all be rejected due to license issues.
  
  NOTE: The user name will show as AMTCARDS, only Supervisor with access to user name AMTCARDS can listen to these recordings.