We are using UCCX 7 and the agent need to manually click "record" button to record all the conversation.
It was good until today, the agent found that some of the recording were "cut out" during the conversation.
For example, the total length of the call is 10 minutes, but after 5 minutes, there is no conversation in the wav file but the uccx keeps recording until the call finished. The agent did not realize that until they check the wav file later.
span pc port definitely is ticked, and it happened randomly, so I think all the settings for phone and Call Manager should be fine, it may caused by the switch or maybe the PC.
Any suggestion regarding how to find the root cause will be much appreciated.
If you have a UCCX 7.x HA setup than Recording feature works in loadbalancing manner. That is 13,5...etc gets recorded in the First Node of UCCX and 2,4,6...etc will get recorded in the second node of UCCX.
So I hope your Agents are not stopping and starting the recording option multiple times with the same connected calls, if you than you will see saperate files in two nodes of UCCX.
Regarding the reason why the recording gets stopped, please check the CAD logs located in
You can also refer the below troubleshooting guide for further information.
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