There can be various reasons why a conversation was not recorded or imported. It is recommended to establish a process to investigate the issues after recognizing missing recordings (e.g. receiving the alerts). The following table provides a detailed description of the recommended troubleshooting process.
| Troubleshooting Step | Description |
|---|---|
Try to reproduce the call scenario to see if the issue can be reproduced | It is important to understand if the issue can be reproduced or not. Try to reproduce the same scenario which failed with the same participants, using the same infrastructure, etc. |
| Check if the recorded extensions are configured properly in the system | Most integrations require recorded extensions to be configured in the system, otherwise, the system will not record or import the conversation.
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| Check if recording is enabled in the communication system | Certain platforms require additional configuration to enable recording for a device, user or line. The deployment guide includes information about the requirements for each integration. For more information, see Integrations |
Check if the Recording Servers are up and running and if there are no errors in the server logs | |
Check if the recording and import services are up and running and if there are no errors in the log | |
Check if the SQL database server is reachable for the recorder and import services | |
Check if the calls are on the Recording Servers waiting to be inserted and uploaded | |
Check with the network team if there are any issues with the network connections | |
Check with the telephony team if there is any error related to the calls missing |
- (certain platforms require additional configuration to enable recording for a device, user or line)