The client and agent could hear each other while on the conversation, but when playing the recording back it is one sided. The client can be heard, but not the agent.
Overview: AMTMitelCRE recording solution
- The Mitel SRC sends us a copy of the conversation and this is what we record.
AMETHYST has a feature in the Supervisor were we can see if there was no packet loss receiving this:
NOTE: The 'Lost packets' under the 'Extra Information' section on the left hand side of the Supervisor playback screen under the 'Recording Details' block.
If the 'Lost packets' shows zero then all information sent by SRC was received by AMTMitelCRE. The sound you hear in the recording is what the SRC sent to us to be recorded by AMTMitelCRE. All configuration/settings/etc. on the AMETHYST side is thus correct. The sound issues must be investigated on the Mitel SRC side. This can be either PABX or network related.
NOTE: On the Mitel it is set by default for local streaming, this setting must be changed to record internal calls. Please contact your PABX supplier for settings and/or support.
You can also download the AMTMitelCRE log files for the day of the recording to see if any errors was logged at the time of the recording in question. To download the log file see forum post:
How to download logs from amethyst web admin. If any errors found, search the forum for it.
Conclude:
- If your packets lost shows zero for this recording in AMETHYST Supervisor, this sounds like a call routing issue. The phone voice packet did not reach the SRC (RTP Stream). This is why only one side of the recording had sound. Your PABX support needs to investigate the network and/or PABX setup.