Managing CDR-only records with missing voice recordings

Owned by Zszugyi
Last updated: Sept 27, 2024
4 min read

There are many reasons why CDR records are available in VFC without corresponding recording media. To distinguish between lost recordings due to genuine issues and calls that are expected to have no recordings, you can configure VFC to detect media loss due to errors, discard CDR-only records without media in certain situations, ignore CDR-only records in conversation exports, and present the affected recordings for quick and easy review.

This feature is only available for IPC Unigy integrations.

Configure the system to detect missing voice recordings

Configure the servers

  1. In the VFC web application, go to Servers under System.

  2. Select a recorder server.

  3. Select the Change Configuration Settings tab.

  4. Enable RTP/RTCP-based media error detection on the server.

    1. Under Unified Call Recorder, open the Media Recorder section.

    2. Under Error Reporting, select the checkbox for the Enable RTP/RTCP based media error detection setting.

    3. If required, configure new values for the other parameters under Error Reporting.

  5. Configure the server when to discard CDRs without voice activity.

    1. Under Media Processing, open the IPC Unigy section.

    2. Select a value for the Do Not Keep CDRs Without VOX Activity setting.

  6. Click Save.

  7. Go to the Configuration Tasks tab and execute all required tasks.

  8. Repeat steps 2-7 on all recorder servers.

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Configure Conversation Export to ignore CDR-only records with missing voice recordings

You can configure conversation exports to filter out CDR records without voice recordings.

  1. In the VFC web application, go to Data and select Exports.

  2. Do one of the following:

    1. Select an existing conversation export configuration.

    2. Create a new conversation export configuration.

  3. As part of creating or amending the conversation export configuration, select an option for the Ignore CDR-only records without related media field:

    1. Select Ignore All CDR-only records without related media to exclude all CDR records that are missing their corresponding media from exports.

    2. Select Include conversations with media failure to only export CDR records that are missing their corresponding media due to a failure.

  4. Click Save.

 

View CDR-only records with missing voice recordings

You can view CDR-only records with partial media or missing media in the Conversation list.

  1. In the VFC web application, go to Conversations.

  2. Add the Recording failed and Media Error columns to the view.

    1. Select the  Conversation list layout configuration button.

    2. In the Conversation list layout configuration menu, add the Recording failed and Media Error columns to the Added Columns list.

    3. Click Save.

  3. Configure the Advanced Search Options in the Search filter pane.

    1. Under Recording audit, select Not recorded conversations due to error.

    2. Under Conversation detail record fields, add the Show CDR-only records without related media field.

    3. Set the logic action to Equal to.

    4. Set the logic value to Yes.

  4. Click Search.

The Conversations screen shows the list of conversations with partial or complete recording loss. The Media error column shows the type of failure. The column marks records with partial media loss with the RTP loss label, and the playback shows the section on the waveform for the part of the recording missing with an orange highlight. The Media error column shows the label VOX/media recording failed for recordings with complete recording loss, and the Recording failed column contains Yes.

You can also view statistics about the number of failed recordings on the Recording Assurance dashboard. The dashboard shows widgets for the number of calls with recording issues and the number of not recorded calls over a selected time period. Clicking on the graphs opens the filtered list of affected conversations.

The system also raises alerts when it detects media loss, a long call that is possibly stuck, and when a CTI record is missing media due to a failure. For more information, see the following articles: