Mivoice Call recording not recording one agent

[Ronan]

Hello, this is my first install with MiVCR, a colleague just did one for another client and it was his first too, so we don't have much experience with this. Overall it's working well.

MiVCR 9.2
MiCC 9.2
MiVB 9

SRC mode with MBG
6930 phones and Micollab softphones, ACD hotdesk

There is one hotdesk extension that isn't recorded. It is configured in MiVCR to be recorded, it's in a series of numbers (ACD agents). The phone is in teleworker mode, in fact we tried on two phones and the problem is the same.

When there is a call on it, I see it in "Call Status". The recording state is "No recording port" instead of "recording". I have 75 VoIP Tap ports and not even as many agents, I've seen the problem happen with barely two calls on the contact center, so it's not a resource issue.

The extensions are simply set up in "Mitel SRC Devices", VOX "no" CTI "yes". I tried to remove it and put it back but it didn't improve the situation. I can't see anything special about this number, COS is the same as all others. The recording rules are simple : record everything.

I installed using an ova and following the mitel documentation (I'm not certified yet).

The logs are a bit obscure, any help appreciated !

[sarond]

I've had issues where if I delete and recreate extensions it sometime doesn't associate properly for some reason.

You could try and stop then start the Level2 OAI service. This will be service affecting. i.e. Calls won't record while it restarts

[Ronan]

Thanks. I have restarted the server. Unfortunately it looks like the agent is in vacation now, we'll see when he comes back.

Another question, can you confirm that hitting a number on the phone (emitting a DTMF) will stop the recording ?

[lundah]

Assuming when you look at the "Ports" screen you don't see an error for that extension, the recording rules would be the next thing to look at. As long as the recording port can detect the endpoint and the call meets the recording rules, it should be recorded.

[Dogbreath]

Another question, can you confirm that hitting a number on the phone (emitting a DTMF) will stop the recording ?

You need to install the Desktop Client to control call recordings, unless something changed in the past couple of years.

[Dogbreath]

Yes, something did change.
My distributor tells me that you can use a non-verified account code key on a handset for the user to hit, then enter codes for stop and start. Then create a recording rule referencing the account codes.
I have not tested this myself.

[Ronan]

But only something you would configure, not a random key press, right ?

[Dogbreath]

Correct, simply mashing the keypad is not sufficient.
You would program one code for pause and one code for resume.

[Ronan]

Hello guys,

I've upgraded everything to the latest version (for another reason) and this problem keeps randomly happening. One DN was recording fine a few days ago, nobody touched anything, and now, it doesn't record. I've even seen it live, a call came, the state is "talking", and the recording state : No recording port.

The next DN got a call at the same time and it's recording.

I must spend a day watching all the videos to get certified, I keep pushing it back as I've no time and it's boring as hell...

[sunspark]

Maybe you don't have enough port.
Example  1 ports for 5 agents. You can't record the 5 agents a the same time.

Or

There is a menu where you could choose the average /randomly of record.