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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 list can be used as a starting point for such a process:
- Check if the recorded extensions are configured properly in the system
- Check if recording is enabled in the 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 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
- Try to reproduce the call scenario to see if that is still not recording
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