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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 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 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:
- Cisco Unified Communications Manager 8.5 and later
- Microsoft Lync 2010, 2013
- Microsoft Skype for Business 2015, 2019
- Cisco Unified Communications Manager 8.5 and laterMicrosoft Teams
- 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.
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Configuring CDR reconcilaition
The configuration for Lync/SfB and Cisco systems is differentof CDR reconciliation for individual integrations varies. Find more information about the configuration steps and requirements in the following articles:
- For the SfB CDR configurationreconciliation, refer to the Configuring Lync - SfB CDR Reconciliation article.
- For the Cisco CDR configurationreconciliation, 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.
- For Microsoft Teams CDR reconciliation, refer to Configuring Microsoft Teams CDR reconciliation.
Finding not recorded or incorrect conversations
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