Cisco UCM Troubleshooting Recordings

Overview

This article covers troubleshooting steps to resolve Cisco UCM recording issues.

Cause

Potential causes:

Invalid Recording Rules
Chronicall Not Logging
Chronicall Recording Library Setup
Recording Library IP Address
Supported Cisco Phones
Unassociated Recordings In Cradle to Grave
Recording Library Out of Ports.
Cisco Recording Profile Setup
Recording Profile Extension Conflict

Resolution

Follow the troubleshooting flow below to diagnose the issue.

Recording Rules

First, you want to make sure your users are set up to be recorded via the internal recording rules for VRTX
Use this linked article to verify your current recording rules, or create a new recording rule.

Logging Status

Verify the overall status of Chronicall and the Recording Library
On the Chronicall Home Screen, left-click the Bell in the top right corner as shown below
Verify your Chronicall Status here
- The bell may indicate that there is an issue with a specific Recording Library
- If everything is working it should look similar to this below screen with no errors
- If not, you will see any Recording Libraries with an issue below the Recording Library status

Verify Recording Settings

Navigate to Admin(System) > System Settings > Cisco UCM > Recording Configuration > (...)
Verify the users you want to be recorded are check-marked as shown below
Make sure you have the correct Recorder Extension configured for Chronicall
- Verify no other device is using that extension to prevent conflicts
- If you are not sure what your Recorder Extension is, please refer to the Recording Profile section below

Disable Firewall

Chronicall's Recording Library needs unrestricted access to the local network
- Please try disabling the firewall and make another test call that should be recorded
- This is a common solution if you see the audio recordings with a 0:00 length/0 KB size in the Live or Limbo folder

Verify IP Address

Please verify that we have the correct IP address for the Chronicall Recording Library to communicate with
Navigate to Admin (System) > System Settings > Recording Libraries > (...)
Select the Recording Library with issues, then Edit
Verify the IP addresses displayed here do not show 127.0.0.1 (Local Host IP) as shown below, even if they are on the local machine
We recommend you use the actual IP address here for both the Chronicall Recording Library server and the Chronicall server

Supported Cisco Phones

Refer to this list from Cisco for a list of devices that support call recording

Check Cradle to Grave

To help identify what issue is affecting your audio recordings, go to Reporting > Cradle to Grave.
Select the previous business day for your date, and hit Execute
- This will display all the calls in Chronicall's Database for yesterday
Cradle to Grave will show you if you are getting all recordings, some recordings, or no recordings
- It will also show if you are getting all calls or missing some, which will affect recordings associating
- If you are missing call logs in Cradle to Grave please refer to our Not Logging article
If you see a grayed-out recording icon, that means the call met a recording rule but didn't capture
In the screen below, you can see a call with a blue/white play icon that was captured
Below that is a gray icon, indicating the call met a recording rule but did not capture
- Keep in mind calls with less than a 10-second talking event will not capture due to being too short
- It can also be helpful to filter Cradle to Grave based on inbound and outbound calls, involved with agents that should be recorded.

Unassociated Recordings

Make sure you are enabled to see unassociated recordings in Cradle to Grave and are searching for the previous day
- It normally takes around 4 hours for unassociated recordings to show in Cradle to Grave per our default Recording Library settings
- Refer to this article to display unassociated recordings inside Cradle to Grave to verify you can see these after the 4 hour period
Bear in mind that the Chronicall and Recording Library are two separate processes
- Chronicall will log the call data while the Recording Library records the call
- Once the Recording Library has finished recording a call it will then use the recording's metadata to associate with a call record in the database
- If it cannot find a call to associate with, and "Keep Unassociated" is set to True within the Recording Configuration, then the recording will be listed separately as a "Call Recorded"
- You will usually see the recording listed right above or below the call with the grayed-out play icon
The most common reason for this is due to a time difference between the audio recording and the time of the call in the database

Out Of Ports

Make sure there is not an Out Of Ports folder in the Recording Library Directory, at the file paths below

C:\Program Files (x86)\Xima Software\Chronicall\recording library

C:\Program Files\\Chronicall\recording library

/var/lib/Xima\ Software/Chronicall/recording\ library

If there is, the issue is that you are running out of recording ports, and would want to upgrade your license to accommodate the increased amount of calls meeting a recording rule
The amount of your recording ports corresponds to how many recordings will be stored at any one time
- E.g. If you have 8 recording ports, and 10 active calls that meet a recording rule, the last 2 will not show in Cradle to Grave

Trunk Issues

Navigate to Call Detail View
Right-click on the column title bar in Call Detail View, and select Trunk from the drop-down box
Drag the Recording column next to the Trunk column to diagnose which trunks may be having an issue
- E.g. As shown below, once I displayed Trunks in Call Detail View next to the Recording column, I could see that the calls on Trunk 9 are having issues
  - This helps identify which device(s) are having an issue

Recording Profile Setup

A recording profile is necessary for provisioning line appearances to allow recording
You should already have a recording profile setup
- If not, you can use this article to recreate one
- You can also refer to that guide to verify the current recording profile was set up correctly

Review Recording Library Logs

Next, we will want to enable a special filter to get more details in the Recording Library logs
Inside Chronicall, navigate to Admin (System)> System Settings > Advanced Settings > Log Filters (...)
Navigate to Select All Filters > Recording Library > Cisco Unified Communications Manager and verify the below option is checked

Now make some test calls that should be recorded, and refer to the Recording Library and tomcat logs at the file paths below to see if you see any relevant errors.

Chronicall Recording Library logs

C:\Program Files (x86)\Xima Software\Chronicall\recording library

C:\Program Files (x86)\Xima Software\Chronicall\recording library\logs

C:\Program Files\Chronicall\recording library\logs

/var/lib/Xima\ Software/Chronicall/recording library/logs

/var/lib/Xima\ Software\Chronicall\recording library

Chronicall tomcat logs

```
C:\Program Files\Chronicall\tomcat\logs
```

C:\Program Files (x86)\Xima Software\Chronicall\tomcat\logs

/var/lib/Xima\ Software/Chronicall/tomcat/logs

Notate any relevant errors
- For any related errors, refer to this article to troubleshoot the SIP errors in depth.

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