ACR 15.1: Inbound Calls Are Not Recorded On ACR

Doc ID		SOLN324798
Version:		3.0
Status:		Published
Published date:		20 Nov 2018
Created Date:		30 Apr 2018

Author:

Imaobong Ekwere

Details

ACR 15.1 Patch 1028

customer is complaining that some external calls are not being recorded. This is Avaya ACR R15.1. There are also tons of "no audo packets received....and call failed or no network path to recorder" errors in the system.
Since the installation/configuration of system to ACR 15.1 all inbound calls from external users to the agents were not being recorded by the ACR.

Intermittently some calls are not being recorded in ACR. they confirmed that calls are not recording as they saw the entry of those calls on Verasmart application.

Problem Clarification

Since the installation/configuration of system to ACR 15.1 all inbound calls from external users to the agents were not being recorded by the ACR.
The VDNs and Agents' extensions were configured under Bulk Recording. However no inbound calls to the VDNs and subsequently to the agents were recorded.
However, internal calls among agents were recorded by the ACR. There were tons of 'No Audio Packets' alarms triggered on the ACR.

Cause

The issue was with the CM as there were known issues reported as bug which were resolved by a CM Patch

Solution

Issue was resolved by applying a CM Patch. CM was on 7.0.1.3, so patch- 24536 was applied to resolved the issue and inbound calls started to get recorded on the ACR and many alarms of 'No Audio Packets' were no longer seen on the ACR.

Customer intalled patch 24661 to resolve the issue. MST confirms that we ran out of cid table entries in the ISG. Please confirm with Tier 4 first before installing the patch.

Additional Relevant Phrases

CM 7 CTI AES WFO issues

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