CDR Reconciliation is a feature in the system which checks that all recordable conversations have been recorded correctly and warns if conversations have been lost. It works by comparing the original CDRs to the system database. The CDR reconciliation offers the following functions:
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.
If you want to eliminate false alarms or unnecessary imports, consider testing all call scenarios before rolling out the feature.
The configuration of CDR reconciliation for individual integrations varies. Find more information about the configuration steps and requirements in the following articles:
If CDR reconciliation is enabled, the system can identify not recorded conversations or conversations with incorrect media. The system hides these records by default; the web application has to be configured to display not recorded conversations. Please refer to the previous section for more information.
You can use the standard search feature to list these type of conversations. If you navigate to Search > Advanced Search Options > Recording audit, you can find the following options:
| Type | Description |
|---|---|
| Recorded conversations | Conversations recorded properly, without any errors. |
| Recorded conversations with incorrect media | Conversations with media errors. The system can identify the following media errors:
You can search for a specific type of error by using the Conversation detail record fields option and selecting the Media Check field. The system uses thresholds (server level settings) to identify and mark recordings with media errors. If a certain type of error occurs more than the configured threshold, the recorder will automatically mark the recording. |
| Not recorded conversation due to error | Conversations which were not recorded at all, but the system should have recorded them. These type of conversations also include conversations where the recorder has managed to insert a database record, but it was unable to record the media. |
| Not answered conversations | The CDR import process can be configured to import CDRs for not answered / established conversations. Refer to the CDR database connection parameters for more information on the configurations. The system can identify the following conversation types:
You can search for a specific type of code by using the Conversation detail record fields option and selecting the End Cause field. |
When the system is running the reconciliation policy and it finds out that certain calls were not recorded (missing from the Verba database), an alert is raised showing the missing recordings. For more information on the alert, see CDR Importer Service: RecordFailure Alert.
If you want to create reports periodically and send them in an email, you can use the new report templates available for CDR reconciliation:
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). Refer to Troubleshooting voice recording or import failures for more information.
AVAILABLE IN 9.7.5 AND ABOVE
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.
The CDR Importer service creates a task entry for each periodic run. These tasks can be monitored at System > Background Task page.
You can configure what data sources and what extensions count towards your CDR reconciliation license usage. You can dynamically change these configurations as required by your system and integration configuration.
Two levels of configuration control the way CDR reconciliation licenses are used:
On the extension configuration screen, the Enable CDR reconciliation setting controls if CDR reconciliation is turned on for the extension.
In the Data Management policy configuration for the Import policy, the Enable CDR reconciliation setting turns on CDR reconciliation for all extensions recording the specified platform type. The Reconcile Only the Marked Extensions setting specifies that of the extensions with the specified platforms, CDR reconciliation is only carried out for those extensions that have the Enable CDR reconciliation setting turned on.
An extension is only counted in the license usage once, even if it has multiple recorded platforms selected which are processed by multiple data management policies with CDR reconciliation enabled.
Administrators can verify the number of licenses used by going to System > License.