Recordings Magically Stop Initiating

[johnt]

So over the last two days around 11:20 AM CDT our call recordings have stopped initiating. So agents are getting calls handed to them and nothing appears in the monitor folder. The entry in the call recording log is entered, but no physical file is created. We have never had this problem before and to my knowledge nothing system, agent wise or network wise has changed. After the issue yesterday I rebooted everything and this morning things started out fine, until 11:20 ish.

I swapped a couple of emails with VICI Group and they indicate a potential problem between the agents and the web server. Apparently the call recordings are initiated via the astguiclient as an agent is handed a call. What's weird is that remote agents are also having the same problem and come through an entirely different network, so I tend to think that is NOT the problem, but I could be wrong.

What is even weirder is that today I had two stations still recording when the remaining wouldn't. However, once the agent logged out for lunch and came back, their recordings were also broken at that point.

Another thing is that all manual calls seem to record just fine.

We didn't change campaigns throughout the day, so agents lost recording while in the same campaign that recording just a few minutes earlier.

Any thoughts on this or where to even start the debug process, I am at a loss.

Thanks!!!

[Staydog]

Do you have all 70 agents working simultaneously or in non-overlapping shifts? Regardless of where your agent is logging in, its the web-server intiating this recording. The agents are merely logging in to your system from a remote location, so that is of no troubleshooting significance.

[johnt]

I resolved this issue, turned it wasn't network or anything overly complicated. User error...