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• Periodically matches the original CDRs with the database records. If a conversation cannot be found in the Verba system, the service creates a database record in the system and flags it.
• During the process, the service also compares the duration of the conversation to the length of the media file, and if the difference is bigger than the configured threshold, flags the record. Other media errors are checked during the recording process by the recording service,
• Conversations that were not completed, such as not answered or busy, are also imported optionally and flagged (for Skype for Bussiness Business and Cisco only).
• The service always looks for the CDRs created after the last run of the CDR reconciliation.
• The reconciliation only works for the recorded extensions/addresses/numbers configured in the Verba database. Only extensions, where the recording mode is set to always-on, are used in the process.
• Since recorders might insert the database records later (due to a connection issue with the database), the service periodically rechecks imported records and delete the ones where a matching recorded conversation is found.
• The service can send system alerts if Lost  Conversations are identified. 
• The standard search interface offers the ability to list conversations which that were not recorded (but the reconciliation process inserted them), or conversations where the recorder detected media processing error(s)
• Specific reports are available in the reporting tool for Lost Conversations. The reports can be generated automatically and sent via email.
• The feature is available on:
  • Microsoft Lync 2010, 2013
  • Microsoft Skype for Business 2015, 2019
  • Cisco Unified Communications Manager 8.5 and later
  • Symphony XML
  • Zoom Meeting
  • Zoom Phone
• The system only processes voice/video conversations.
• This feature increases the load on CDR databases and consequently may have a performance impact. Another side effect is, that users will be able to find Lost Conversations in the Web UI and not answered or established conversations too.

Before turning on this feature, please consult your system administrator to discuss the possible load on your CDR databases. Make sure your users are aware of this feature, and that they understand the impact on the system. Once this feature is turned on, users will be able to find not only not recorded conversations, but not answered / not established conversations as well.

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The configuration for Lync/SfB and Cisco systems is different.:

• For the SfB CDR configuration, refer to the Configuring Lync - SfB CDR Reconciliation article. 
• For the Cisco CDR configuration, refer to the Configuring Cisco CDR Reconciliation article.
• For Symphony CDR reconciliation, refer to Symphony Instant Messages - Files - CDRs.
• For Zoom Meeting and Zoom Phone CDR reconciliation, refer to Zoom Meeting and Phone

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Finding not recorded or incorrect conversations

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• Not Recorded and Incorrect Conversation Details
• CDR Reconciliation Summary
• Users CDR Reconciliation Summary
• CDR Reconciliation for Skype for Business Summary

Understanding why recording failed

There can be various reasons why a conversation was not recorded. It is recommended to establish a process to investigate after recognizing missing recordings. The following list can be used as a starting point for such process:

• Check if the recorded extensions are configured properly in the system
• Check if recording is enabled in the recorded communication system (certain platforms require additional configuration to enable recording for a device, user or line)
• Check if the Recording Servers are up and running and there are no errors in the server logs
• Check if the recording service is up and running and there are no errors in the log
• Check if the SQL database server is reachable for the recorder services
• Check if the calls are on the Recording Servers waiting for to 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
• Try to reproduce the call scenario to see if that is still not recording

In order to help the investigation process for Skype for Business integrations, the CDR reconciliation process automatically retrieves Skype for Business diagnostics data from the Skype for Business CDR tables and stores the information in the Skype for Business CDR metadata template fields for missing calls and for calls which were not recorded properly (there were recording errors during the recording process). You can find more information about the Skype for Business CDR table fields at https://docs.microsoft.com/en-us/skypeforbusiness/schema-reference/call-detail-recording-cdr-database-schema/call-detail-recording-cdr-database-schema.

Monitoring the reconciliation process

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