This article is to cover how to display unassociated recordings in Cradle to Grave, to help diagnose why recordings may be gray in this instance. Valid for Chronicall version 3.8 and newer versions.
1. First you will want to log into Chronicall, and select Admin (System). Then Select System Settings.
2. To get to the hidden settings, hold down Shift and left click Advanced Settings.
3. You should see the setting, "Always Show unassociated Recordings." Set this to true, then go into Cradle to Grave and refresh your screen.
A. Keep in mind, the default setting in Chronicall will wait 8 hours before putting the call in Cradle to Grave. This is because it wants to avoid unassociated recordings, and will wait to try and wait for the best match. In this regards, it is helpful to refer to the previous day when troubleshooting unassociated Recordings.
B. Chronicall associates recordings with calls via meta data it receives from the phone system. So if there is a time difference more than a few seconds between the Chronicall and PBX server, or the Chronicall and Recording Library server, it can cause the recordings to show on their own line in the database. This is the most common cause for unassociated recordings.