ACR: no Audio Packets Received on Call from xxxx

Doc ID    SOLN291988
Version:    10.0
Status:    Published
Published date:    16 Mar 2021
Created Date:    29 Jun 2016
Author:   
chengdongzhao
 

Details

ACR 1200190,

Problem Clarification

Alarm: no audio packets received on call from xxxx . call failed or no network path to recorder.

The ACR log shows the alarms happened for recordings which duration less than 2 seconds. Below is log info for a sample call, the call was establish and then hangup in a very short time, ACR report related alarm .

2016-06-25 08:19:15,591 [TSAPIEvent-1] DEBUG com.swhh.csta.a.k - station 334 onCSTAEstablishedEvent=CSTAEstablishedEvent
2016-06-25 08:19:15,905 [TSAPIEvent-1] DEBUG com.swhh.cs.j.ar - Starting 812680001278343 on handler 428 tag
2016-06-25 08:19:15,906 [TSAPIEvent-1] DEBUG com.swhh.csta.a.l - station 334 onCSTAConnectionClearedEvent=CSTAConnectionClearedEvent
2016-06-25 08:19:16,474 [Read_/127.0.0.1:1209] DEBUG com.swhh.cs.h.t - Closing: 812680001278343.wav Unknown 0
2016-06-25 08:19:16,474 [Read_/127.0.0.1:1209] ERROR com.swhh.cs.a.p - Alarm raised alarms.rtp.nopackets [812680001278343] [null]

Cause

This is a known issue for calls under 2 sconds recording, and patch 1200196 provided fix:
   Refine recently introduced alarm on empty wav file. Ignore calls under 2s as these can be too short for media paths to be established.

Solution

Install the latest ACR 12 patch [229].  The alarm will not happen for this type short call recordings (less than 2 seconds).

Deadlock issues identified in patches from 1200197 to 1200209, current issue is resolved on patch 229.

Latest patch available on:

https://support.avaya.com/downloads/download-details.action?contentId=C20137301413383020_7&productId=P0588&releaseId=12.0.x

----------------------------------------------------------------------------------------

For a similar alarms reboot of ACR server has resolved the issue historically.  It is still recommended to patch even if issue gets resolved from restart.

Additional Relevant Phrases

no audio packets | call failed | Latest patch for no audio packet is 228| Minor Alarms for: No audio packets received on call from X.X.X.X ACR slave are down, No Audio packet alarms

Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy