Unity 3.1.5, CCM 3.2.3, Exchange 2000
Once in a while, unity stops recording the message before the user has finished. The message delivered is truncated and is missing the ends. This is not a recording limit as the cut doesn't happen at the same time in the message. Sometimes after 10 seconds, sometimes after 40...)
There is nothing recorded in the events logs and this happens to internal call as well as external.
Any idea what could cause this and how I can troubleshoot the issue? This doesn't happen really often as only a couple of users have reported the problem.
We need some more information to help diagnose this.
1) I see that it happens for both internal and external callers. Is there any transcoding (ie, are some callers in G.729 and some in G.711 regions) in the network, and does it only happen on callers for which there is transcoding? Are there gateways to the PSTN or other phone networks, and does it only happen for calls over gateways? Is CCM the only phone integration or is there also a circuit-switched PBX?
2) Have you received any reports from the callers how got cut-off, or just from the people who've received the truncated message? If you have received reports from people who were cut-off, did they say if Unity had hung-up on them or if Unity had stopped recording and gave them a prompt? Or, similarly, have people who got cut-off called back and said, "Unity hung-up on me or interrupted me and started playing prompts"? That matters, since what likely happened is that either Unity thought there was disconnect tone (which would cause the hang-up issue) or Unity thought there was silence (which would cause Unity to stop the recording and play a prompt to the user). Sometimes, a woman's voice might get interpreted as a disconnect (since many women have voices that are at a similar pitch to telephony tones), or sometimes a poor connection over the PSTN or from a cell phone might fade out and get cut-off. Also, sometimes silence can be incorrectly detected if people speak softly or record messages over a speaker phone.
Basically, we need to try to narrow this down a bit more. There are Unity traces that you can turn on which will show why each recording stops (caller presses a digit key, silence occurs, disconnect occurs, or recording limit is reached). However, that's really only useful if you know exactly when a caller was cut-off (meaning, they call and tell you exactly when) - it's often difficult to figure out which recording it was if they only report you get is from the person who receives the message. Also, if you can figure out a pattern (ie, calls over a gateway, between codec regions, etc.), then you can try to reproduce it on demand, and at that point try to get traces.
1) There is no transcoding. We use G711 everywhere.
Only three users have reported this problem so far. It was either internal calls or coming from the PSTN on a 6608.
We only have callmanagers. No other PBXs
2) I talked to one of the caller and she said the system let her talk and she never realized she got cut off.
So far , I don't see a pattern between so three users that I could try to setup to reproduce the problem. All three messages I reviewed were from women.
Has this issue been solved. I see no more posts to this issue and we are experiencing the same problem at a new install. Very random but very real. I ahve checked all the basic stuff and i was wondering where else to go. The set up that you detail is exactly what we have here.
nope. Never been fixed. We have since upgraded CM to 3.3.3sr2 but it didn't help. The problem is with unity and I guess we have to upgrade to 4.0.3 to attempt to resolve this (maybe). It doesn't happen enough for us to be critical but it is still annoying.
All tac could tell me is that sometimes women voices have a frequency that unity interpret has a disconnect or something like that. Unfortunately it happens also on men's recording.
Let me know if you make any progress on this
I had the same issue with 7750. It appears to be an mgcp issue, and since you are using 6608, I bet it will fix you up too. I am sad to read that TAC did not help you, especially when the answer is in their website.
Anyway, good luck.
Thanks for the info but sadly it is not what we are seeing. In our case , the message is cut off at anytime. I've samples cut off after 8 , 43 and 94 seconds. It is also not reproducible easily as it only seems to happen once every hundreds of messages.
Have you solved this problem? if you have please let me know the solution because i am having exactly the same problem.
We had the same complaints after cutover and it turns out that it was happening when people paused for 2 seconds. We increased the Long and Short Recording settings to 6 seconds and the complaints stopped. These settings are found under System>Configuration>Recordings.
I have read all the responses to your message through today. We have been having this same issue since our first report in early 2001. It affects an unknown number of users and TAC has been working extra time since early December on it for us. I have been retrieving the cut off messages using the Outlook web access and forwarding them with their original date/time stamp to TAC to assist in setting up traces and or establing patterns. Seems to happen primarily, possibly only to women, still trying to pin that theory down. The one group of subscribers particularly hard hit have no problem when we had them switched over to Qwest voicemail, our local CO.
We have a Centrex integration and have upgraded from our original server, dialogic boards and Unity 2.4.6 to an entirely new system with 4.0.2 . The server is setup for voicemail only. All the pause times have been extended and are looking primarily at the integration at this time.
Am anxiously awaiting some word and hope that our resolution will help others. If anyone has any additional thoughts on this that would help TAC it would be appreciated.