recordings issue

[richardroi]

Support,

I just want to ask why some of the recordings/audio files already start recording even though the agents have not yet received the call on their end. The normal recordings should start when the call comes in right? Don't know why there is an empty gap/silence in the recordings, sometimes seconds, sometimes minutes before the actual conversation /call starts.

I have set my Recordings on campaign All Force. Disabled on DID and Ingroup settings?

Should i enable it on DID route?

Thank you.

[williamconley]

Please post the vicibox VERSION along with the Vicidial BUILD.

You should experiment with all possible permutations of those settings and test by calling in yourself and check the recordings. Also remember that sometimes there is a wait (hold time) before the call reaches an agent, so test with and without an available agent. Settings like this are quite personal and must be modified to fit your company's needs. Which is why all these options are available: because no matter how You think it should (obviously) be, several others are equally certain it should be a different way.

[richardroi]

Thanks Sir William. I will try the in-group recordings override.
The QA team was the one inquiring about such technical-related issue because prompt acknowledgement of the call is one of the criteria that they look at in each call. They are validating if the delay in the agent’s acknowledgement is something that’s the agent’s fault or if it’s a system issue.

[williamconley]

Ordinarily I would think that would be easily verified by listening to the recording in question. Clients do not regularly try to "talk" to the MOH, but if they are put into a conference with an agent, they will continually say "hello? anybody there? hi? hello?"

[GaD]

Have you live monitored the agents in question? It is a possibility that in the SIP the call gets 'connected' befor the call has actually been connected. I've seen carriers that send a 'connection established' message (sorry, don;t have my SIP handbook handy to check the exact message) to the caller (you) when the call has not really been connected to the respondant. RTP stream may be established before hand as well (simulated by the carrier) or maybe RTP is delayed from the SIP 'connected' message and therefore the call recording start 'earlier'.

This all is assuming you are using VOIP to communicate with the respondant (customer). If you are using E1/T1s the case can be more noticeable, but I don't run the E1s on the Vici, so I could not give you a more detailed overview of what could be happening.....

Live monitor and run verbose/debug in a VERY low use system. Both will give you A LOT (and I mean A LOOOOOT) of output....