Duplicate recordings

[Stinger554]

Hello,

I've been seeing duplicates of recordings for several of our calls; that are usually 5 - 20 seconds longer where that extra time is dead air.

The only thing I've been able to determine is that it appears the extra recording is labeled as the previous call the agent took, and I really have no idea where to go from here.

So our labeling is FULLDATE_LEADID_CUSTPHONE_CAMPAIGN_CALLID_AGENT. With the duplicate recording the leadid is missing and the phone number is the previous call that the agent had. This is set via campaign and Campaign Recording is set to ALLFORCE.

Can anyone point in a direction on where and how this might be occurring?

Thanks

[mflorell]

When did this issue start?
What type of calls are these?
How frequently does this happen?
Do you have Agent Screen Debug Logging enabled in System Settings?

[Stinger554]

When did this issue start?
What type of calls are these?
How frequently does this happen?
Do you have Agent Screen Debug Logging enabled in System Settings?

1. May 28 2018 was the first report of this issue happening.
2. So far I've only seen it on outbound calls.
3. 4 - 7 calls per day at least that's what gets reported to me; only the 3-way transfers get reported.
4. No I'll go ahead and turn it on.

Something I forgot to mention is that I recently updated the system from VERSION: 2.10-451a BUILD: 140902-0816 to the one in my signature. My apologies.

[mflorell]

Are these outbound auto-dial or outbound manual dial calls?
That is 4-7 calls out of how many per day?

[Stinger554]

Are these outbound auto-dial or outbound manual dial calls?
That is 4-7 calls out of how many per day?

1. Both types calls have had the issue however it is mostly on auto-dial calls.

2. Typical day ranges from 55k to 65k total outbound calls a day. As I said that 4-7 are only the ones reported to me and the only ones that get checked are 3-way transfers typical number of those are around 150 a day.

The outbound numbers I pulled from the campaign outbound call count.

[mflorell]

If you can post an example of one of these with the agent screen debug log output to the Issue Tracker, that would be very helpful.

[Stinger554]

If you can post an example of one of these with the agent screen debug log output to the Issue Tracker, that would be very helpful.

Done issue # 0001106