Recording missing, legitimately

[Vince-0]

I have my first case of what looks like a legitimate call recording file missing.
There's call_log entry but no recording_log and nothing for it on the file system.
The telco's CDR confirms there was a call at that time for 13min44sec.

From the lead info page:
CALLS TO THIS LEAD:
DATE LENGTH STATUS AGENT CAMP LIST LEAD HANGUP PHONE
2016-09-14 10:51:27 824 CALLBK AGENT1 CAMP1 1001 205665 AGENT1 83XXXXXXX


AGENT LOG RECORDS FOR THIS LEAD:
DATE CAMP AGENT PAUSE WAIT TALK DISPO STATUS GROUP SUB
2016-09-14 10:51:09 CAMP1 AGENT1 8 10 824 767 CALLBK GROUP1 Admin

Asterisk console log:
[Sep 14 10:51:17] VERBOSE[2904] pbx.c: [Sep 14 10:51:17] -- Executing [83XXXXXXX@default:1] AGI("Local/8600057@default-00021ce7;1", "agi://127.0.0.1:4577/call_log") in new stack
[Sep 14 10:51:17] VERBOSE[2904] pbx.c: [Sep 14 10:51:17] -- Executing [83XXXXXXX@default:2] Dial("Local/8600057@default-00021ce7;1", "SIP/telco1/083XXXXXXX,,Ttor") in new stack
[Sep 14 10:51:17] VERBOSE[2904] app_dial.c: [Sep 14 10:51:17] -- Called SIP/telco1/083XXXXXXX
[Sep 14 11:05:11] VERBOSE[2904] pbx.c: [Sep 14 11:05:11] == Spawn extension (default, 83XXXXXXX, 2) exited non-zero on 'Local/8600057@default-00021ce7;1'


I've checked:
Campaign settings recordings to ALL_FORCE
Agent settings recordings to 1
There's no LAGGED status at all for this agent.
This seems to be the only call recording that is in question.

How is it possible to have an entry in the call_log table but no corresponding recording_log entry and no file?

--
VERSION: 2.12-560a BUILD: 160617-1427 from 6.0.4 ISO single server

[MJCoate]

Call recordings are controlled by the agent interface so if there is no record there it's most likely because the packet containing the signal to begin recording got lost in transit and never made it to the dialer.

[Vince-0]

Hi!

I have enabled recording initiated by server option before this (I think it routing initiated recording option).

I will keep notes on any more examples like this.

[Vince-0]

I keep finding examples of this - they point to manual dial calls - and are causing some big problems because some clients use just manual dial so this comes up very often and across more than one client. They do have old agent PCs usually.

I wonder if it would be possible to have routing enabled recording for manual dial calls?

[mflorell]

Since the agent screen initiates the call, there is no way to do manual dial by the same method as the auto-dial or inbound Routing Initiated Recording process because there is no routing AGI script, the call starts within the agent's session itself.

We have added code earlier this month that helped to mitigate this issue, but we have found examples of missing recordings since then, although it was only under either poor network/workstation conditions, or agents clicking rapidly on calls(starting and stopping manual dial calls within a half second).

Enabling Agent Screen Debug Logging was very useful in debugging those issues.

[Vince-0]

Will do upgrade and debugging, thanks Matt!
I also see dropped packet counts on the server NICs - big problem but the network peeps won't acknowledge the problem as usual.

[mflorell]

Yes, dropped packets are a common problem found when missing recordings are an issue for clients. Replacing a switch or router is usually what fixes these issues, although we've had clients that had to change data carriers to get clean connections before too.