Recorded File Loss

Publication Date:  2015-06-29 Views:  94 Downloads:  0
Issue Description
An inspector records the call between an agent and a customer, but fails to query the recorded file in the CMS system.
Handling Process
1. Log in to the file server and go to the directory (for example, \home\share\1\0\20120425\1001) for storing recorded files of the agent to check whether the recorded file exists.
− If yes, go to Step 2
− If no, map the directory for storing recorded files on the file server to the UAP again.
2. Check the trecordinfo table in the UIDB for the recording information.
− If yes, verify that the drive letter for synchronizing WAS data is correctly configured.
− If no, go to Step 3.
3. Review the ApLogic logs.
If the information similar to the following is displayed, the ApLogic memory exceeds the threshold, and the ApLogic is disconnected.
2012-04-20 08:06:21 [4697] [RUN] [WARN] [5038]
ServerName=aplogic, ProgID=12, MemUsed=406M, MemLimit=400M, Frequency=1
4. Set the ApLogic memory threshold to 600 MB.
5. If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 If the recorded file does not exist on the file server, the call fails to be recorded.
 If the trecordinfo table in the UIDB contains no recording information, the ApLogic is faulty.