ACR 12.0 12.1 - Inbound / Outbound calls are not recording the complete call as expected

Doc ID		SOLN328369
Version:		2.0
Status:		Published
Published date:		21 Apr 2021
Created Date:		09 Aug 2018

Author:

Matthew Lavhey

Details

Calls are not being completely recorded as expected, First portion of the call is not recorded and begins only after an agent has transferred.

Problem Clarification

Specific legs of inbound/outbound calls are not recording, however, they start recording once the agent transfers the call internally.

Cause

ACR (Avaya Contact Recorder) Configuration for Bulk Recording did not have all of the associated Vector Directory Numbers (VDNs) added.

Solution

Ensure all VDNs that calls expected to be recorded are configured/added to the list of "Stations, Agents, VDN's" to be recorded under the Bulk Recording configuration.

For additional details on how to configure Bulk Recording, please review the ACR Planning, Installation, and Administration documentation for your version of ACR. Documentation is readily available at http://www.avaya.com/support under the Downloads section.

Additional Relevant Phrases

Incomplete Recordings

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