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FAQ and Solutions
 
document In Call Recording application there are empty recordings (empty/silent audio streams)
Applies to Call Recording Description When you try to play a recorded audio file, you can't hear anything (empty audio stream). When you run wireshark on Imagicle server and capture RTP packets, you can play them and hear conversation. Cause Windows firewall is enabled on Imagicle server...
rating 25 Jul, 2018 Views: 550
document Configure Cisco ECC Curri to use HTTPS
Applies to: Imagicle Application Suite, rel. Summer 2017 or newer Description: This article details how to configure CuCM and IAS to use HTTPS for ECC-Curri. Curri can be used with several IAS applications: Phone Lock, Contact Manager Lookup and/or SmartNumbers, Call Recording announcement. ...
rating 26 Aug, 2022 Views: 1195
document Unable to retrieve recordings
Applies to Imagicle Application Suite up to 2018.Winter.1 Description When a standard "User" try to open recording web page it receives: Unable to retrieve recordings. Please try again While the Administrator user can see web page and all records without any error. Looking at...
rating 01 Feb, 2018 Views: 601
document Unable to retrieve recordings (new installation)
Applies to Imagicle Application Suite 2017.Summer.2 or 2017.Summer.3 - installed from scratch Description When a standard "User" try to open recording web page it receives: "Unable to retrieve recordings. Please try again" While the Administrator user can see web page and all records...
rating 01 Dec, 2017 Views: 346
document How to Regenerate Imagicle Call Recording Certificate
Applies to: Imagicle Application Suite 2017 Summer Edition and newer. Description: The Call Recording security certificate must be loaded on CuCM to be able to record encrypted calls. The certificate may become invalid, preventing the recording of encrypted calls, when: It expires (5...
rating 24 Aug, 2023 Views: 985
document Configure Cisco XML Service in HTTPS
Applies to: Imagicle UC Suite for Cisco UC, all versions Description: This article details how to configure a Cisco XML to use HTTPS toward Imagicle UC Suite. This can be used for different UC Suite application: Phone Lock, Contact Manager Lookup and/or SmartNumbers, Call Recording...
rating 09 Mar, 2022 Views: 948
document Cannot play or download call recordings on a Virtual Appliance
Applies to IAS for Cisco UC rel. 2018.Winter.1 (2018.1.1) only. Description After deploying the Virtual Appliance, the call recordings are properly stored but cannot be played, downloaded or exported. When you click on a recording you should normally see a tab with the playback controls, in...
rating 06 Apr, 2018 Views: 649
document You receive "Error Event 17007 from Call Recording, category Service" email notification and calls are not recorded
Applies to: Any Application Suite release Description: The Call Recording application is configured as described in the system guide, but sometimes you receive an email notification with Error Event 17007 . This happens when Call Recording receives a call with G.722 codec. Even if you...
rating 26 Mar, 2020 Views: 1332
document Avoiding media forking calls refusal for calls that do not have to be recorded
Applies to IAS Winter 2019 or newer Description It is now possible to configure Imagicle Call Recording to avoid call rejection to CUCM with error 403. Cause This typically happens when a MediaForking or SIPREC recording is rejected due to a filter option (call direction, traffic type,...
rating 28 Jan, 2019 Views: 527
document Configuring an alternative IAS node as Blue's Attendant Callrecorder (within the same cluster)
Applies to Application Suite Winter 2019 or newer Description Imagicle now supports the possibility for an Attendant Console to specify which Call Recorder within a cluster should be used. Solution To configure an Attendant Server with a remote Call Recorder the following configuration...
rating 28 Jan, 2019 Views: 170
document Call Recording on Broadworks Platform
Applies to: Winter 2019 Description: Call Recording on Broadworks Platform How-to: Imagicle Call Recording can deliver call recording capabilities to PBX BroadWorks Platform (R22.0), both in case of On Prem and Cloud scenarios; the following recording modes are supported: Always On ...
rating 28 Jan, 2019 Views: 578
document Call recordings web page not accessible to administrative user
Applies to Imagicle Call Recording - ApplicationSuite (any version) Description When a user with administrative privileges for Call Recording enters "All Recordings" web page, a message "You are not authorized to access to this application" is displayed: Other Symptoms Moreover, in...
rating 02 Apr, 2019 Views: 207
document Cannot playback recording from Web interface
Applies to Installation where recordings are not located under default internal storage folder Description Unable to playback recording from web interface, obtaining system error or unable to load audio file error. Cause If the local recording path has been moved to a no more existing...
rating 06 Sep, 2019 Views: 530
document How to assign a recorded conversation to the final call recipient
Applies to IAS 2020.Spring.1 or newer Description A new Call Recording setting allows to correlate an incoming, recorded call to the final operator who handled the call. Cause While using SIPREC recording method, with incoming calls reaching operators through an IVR, it happens that...
rating 30 Mar, 2020 Views: 482
document How to enable Stop button for always-on recordings
Applies to: Imagicle Application Suite rel. 2019.Summer.1 and above. Description: When users are enabled for always-on recording and they try to stop recording, they get the following error message: Message {Can't stop a recording on device that is not configured for selective call...
rating 29 May, 2020 Views: 440
document Enable detailed VoIP debug (SIP trace) for Call Recording
Applies to: Imagicle Application Suite - Call Recording How-to: To enable low level SIP tracing for Call Recording, follow these steps: Edit (with notepad) text file: <StonevoiceAS>\Apps\Recorder\Settings\Recorder.Opal.config.xml Add the following line <preference...
rating 12 Jan, 2021 Views: 806
document How to automatically upload recorded conversations into Voice Analytics web portal
Applies to Imagicle UC Suite 2022.Winter.1 and above. Description Imagicle Voice Analytics cloud application allows to transcribe recorded conversations contents and apply a sentiment analysis on them. Recorded audio MP3 files an be manually uploaded from Voice Analytics own web portal or you...
rating 07 Jun, 2023 Views: 403
document Change the path where the encrypted audio tracks of the recorded calls are stored
Description: Change the path where the encrypted audio tracks of the recorded calls are stored from the default folder <StonevoiceAS>\Apps\Recorder\Records\ NOTE: *RecordingPath: It defines the root for the recordings, while all the audio tracks are saved in a structured way...
rating 19 Mar, 2024 Views: 1820