Troubleshoot issues with recording

Problem Things to check
A single user is not recording

  • Does the user have the correct permissions for Calabrio ONE?

  • Is the user assigned to a phone in Calabrio ONE?

  • Is the user on a team that is configured for call recording within a Calabrio ONE workflow?

  • Are there any call recording inclusion or exclusion lists configured in Calabrio ONE?

  • Is the phone configured properly on the telephony side?

Recording is down for all users

  • Check the telephony monitoring in Calabrio ONE. If servers are not appearing as connected and active, a service restart might be required.

  • Do you see signaling in the data servers logs?

    • For gateway recording, check the SIPREC logs.

    • For network recording, check the CTI Signaling logs.

  • Is there space available on the Capture servers(s)?

NOTE   You can find the logs at Calabrio ONE\Data Server\logs directory

C1siprecSignalingSerivce logs

For all phone calls that flow through the Session Border Control (SBC), there will be SIPREC signaling sent to Calabrio ONE. Ensure that you have the following strings in the SIPREC logs:

  1. SIP: IN|INVITE

  2. SIP: IN|ACK

  3. SIP: OUT

  4. MEDIA_START

  5. MEDIA_STOP

  6. Sending to <Client[/10.248.121.151:49690][RECORD_SERVER]

CTISignalingService logs

If call recording is down, you should check the CTI logs.

  1. Search for INVITE and MEDIA_START. There will not be any call recordings without SIP Invites and Media start messages.

  2. Search for the MAC address of a phone that is not recording. For example, SEPE41F7B76D1BF.

  3. Search for STACK to see if there are any Stack errors.

VoiceRecordServer logs

  1. Search for MEDIA_START. There will not be any call recordings without media start messages.

  2. Search for the MAC address of a phone that is not recording. For example, SEPE41F7B76D1BF.

CTISignalingService logs

  1. Search for MEDIA_START. There will not be any call recordings without media start messages.

  2. If the phone is not recording, it means that the device is not registered to the CTI through the Avaya DMCC. Search for the Avaya device name in the logs. For example, deviceName=1547 or ch.ecma.csta.errors. The latter appears if there are Avaya licensing issues or DMCC phone registration issues.

  3. Check the VoiceRecordServer logs.