Another Note:
Restarting the AmtServer or AmtEventManager will also cause the connection established message to be displayed, since it is re-connecting to the software.
--------------------- CRITICAL ERRORS START HERE ---------------------
2011-09-02 06:27:43 Amethyst has no communication with the cardserver / CRE at (192.168.0.1).
---------------------- CRITICAL ERRORS END HERE ----------------------
If it recovers, it will send an e-mail:
--------------------- CRITICAL ERRORS START HERE ---------------------
2011-09-02 06:27:43 Amethyst has established communication with the cardserver / CRE at (192.168.0.1).
---------------------- CRITICAL ERRORS END HERE ----------------------
If the NO COMMUNICATION critical e-mail repeats it is not a bug, it is usually a misconfiguration. Though there are a few other ways for it to happen.
NOTE: If you get the NO COMMUNICATION and ESTABLISHED on a regular basis, it could be an actual problem on the network causing this. In other words recordings could be working, on the Cardserver/CRE, but the communication between AMETHYST and the Cardserver/CRE is interrupted from time to time.
- Cardservers / CREs are monitored through the Amethyst Event Manager (AEM). The communication between Amethyst and the AEM, and the AEM and the Cardserver / CRE is constant, so the Amethyst is aware of any time the communication is interrupted. If the software crashes, shuts down, or starts up, Amethyst will know immediately, and will send an e-mail.
It may take the AEM up to 2 minutes to know that the Cardserver / CRE is down if communication is lost without warning (e.g. the network cable is just unplugged, router goes down, power is lost, PC crashes, etc.). Amethyst will wait for 10 minutes before sending e-mail if a new cardserver is added to Amethyst, but there's no communication from that cardserver with the AEM.
This is NO COMMUNICATION error explain quickly:
- The Amethyst server checks the AEM for cardservers, CREs, and VoIPRecorders. It also has its own internal list (via network broadcast, Configure Cardserver IP and the CRE licensing). It builds a list of recording servers internally.
Now it checks that list against the AEM, and if recording server disconnects, it sends a "down" e-mail, and if it reconnects, it sends an "up" e-mail. It also checks for servers that don't appear on the AEM, and sends a critical e-mail once a day for those.
Suggestions to fix it:
- If CRE recording solution in place: Make sure the licensing only lists valid CRE servers.
AMETHYST Webadmin -> License Agreement page, see CRE licenses (right-hand side of page). - Make sure the "Configure Cardserver IP" lists only valid servers.
AMETHYST Webadmin -> Configure Cardserver IP, check that IPs is valid. - Restart the AMETHYST server so it builds the list again.
See: How do I restart AMETHYST?
NOTE: Only restart the AMETHYST server outside office hours for recordings:
AMA TEL-TEL: The MSL runs on the AMETHYST server. If restarted the recorded phone's conversation will be cut and you will not be able to make phone calls during the time of the shutdown/restart.
CRE Recordings: If the AMTMitelCRE software runs on the AMETHYST server, then your recordings will be cut and you will not recording during the shutdown/startup.
Cardserver: Call details from the PABX is send to the AMETHYST server, which sends it to the Cardserver. If the AMETHYST server is restarted, then this process is interrupted. For trunk side recording you will have not extension number. These calls will show extension as EXT. Unlicensed extension number are rejected and thus you can loose recordings.
USBClient recordings: Call details from the PABX is send to the AMETHYST server, which sends it to the USBClient software as call termination. If the AMETHYST server is restarted, then this process is interrupted. USBClient will continue to record, since no call termination received. Silence time if no call details received is 40 seconds for USBClient 1.5 and 13 seconds for USBClient 1.6. If a second call is made/received within the silence time, you can end up with more than one conversation in a recording.
NOTE: If the above suggestions does not resolve the issue, then please contact Datatex support to investigate on a more technical level.
How do I check that recording are taking place?
- To ensure that your recording software is up and running, log into AMETHYST webadmin . You will need the AMETHYST IP. Example of URL 'https://127.0.0.1:3080', where 127.0.0.1 is your AMETHYST IP.
- CRE recording
Example of AMTMitelCRE.log valid recording entry:
[2011-10-06 08:15:04.735] Version [1.6.4.6] Recorded(DTA)=> EXT:3307,USER:Switchboard,LINE:1,NUMBER:0215924033,DURATION:00:00:16,OUTGOING(A111006-000001.ZLB)
To access log file: AMETHYST webadmin HOME page -> Configure Cardserver/CRE, click on view log link. - Trunk or extension side recording using the AMTCards recording software:
How do I know AMTCards are recording? - VOIP
To access log file: AMETHYST webadmin HOME page -> Configure Cardserver/CRE, click on view log link.
On the HOME page click on the 'Configure Cardserver/CRE' link. It will access the server on which the recordings software is running. Now click on the link to view the log file (top left hand side). Scroll down to the last entry of the log file. Check if it list entries for current date and time.
You can also use the 'View Call History' link on the HOME page to see if any calls was loaded in the last hour, 2 hours, etc. It will also list the date/time of the last 10 recordings sweeped into the database.
On the HOME page you can also select 'Configure Recorded Devices'. It will show you each extension number licensed to record and next to it the date/time of the last recording loaded.
Please use these options to confirm that your system is currently recording. You can also check the log files for the time of the critical e-mail to see if there was problems and it recovered thereafter.
AMETHYST has different recording solutions: