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Article ID: 45
Last updated: 04 May, 2018

How to use the troubleshooting guide

This page describes basic troubleshooting techniques and most frequent issues you may face during the application  setup and usage.

The first part describes the basic tests to be made after you completed the configuration task list. Those test can reveal issues in the configuration and can help you to identify them.

The second part is a list of common issues and their causes. Look for the symptom and follow the tips. To know how to configure the product, please refer to the relevant pages in this guide.

Please understand that the problem may be related to complex PBX and network configurations, and that is not possible to list all them all. This guide must be considered as a tool to guess the origin of the issue.

1. Post installation basic tests

A very quick test can be made directly from the phone enabled for recording. This test will help you to understand if the Imagicle Application suite is properly configured.

Place a call from the phone line enabled for recording to recorder pilot number (that is the directory number configured in the Recording Profile of CUCM, for instance 8500). 
The call should be answered by Imagicle Call Recording, and one of the following voice prompts should be played:

  • Beep: the phone is enabled on IAS for recording calls, the test call is recorded using the "dial-in" mode. 
  • Unknown number: the calling number is not present in the application suite users list (remember that each phone enabled for recording must be associated to a valid application suite user).
  • Unauthorized number: the calling number is assigned to a application suite user that is not enabled to record. You nee to adjust the user permissions accordingly.

Instead, if the call fails, please proceed with the regular troubleshooting procedure, described below.

Attention: if the built-in bridge or network recording mechanism works properly, the diagnostic call to the recorder may be recorded as well. Therefore, if you are still running with evaluation licenses (only 1 channel enabled), a "license exceeded" event in the Application Suite monitoring section could be raised.

RTMT useful alarms

On Cisco UCM 10 and higher versions, when the Cisco call recording mechanism fails, a specific alarm is raised by UCM, so that the administrator can be alerted by the Cisco UCM monitoring tools.
The status of such alarms is available in the "Alert Central" section of Real Time Monitoring Tool, tab "Voice/Video".
See the Cisco documentation for the list of the possible alarms and their meaning.

2. Common Issues

Conversations not being recorded

It is important to understand if the media forking SIP calls are coming to Imagicle Call Recording or not. You can get a Wireshark capture on the Imagicle server or, alternatively, you can go through these simple steps:

  1. Ensure the Imagicle Call Recording service is running (check the "Manage Service" administrative page).
  2. Place a call from/to the phone enable for recording, make the call gets connected. Press the Record softkey if the On-Demand mode has been configured.
  3. Wait some seconds and hang up the call.
  4. Look at the events history in the Monitoring section of the application suite. If a Call Recording event has been raised, this means the media forking calls reached the Imagicle Call Recording SIP service but the recording failed. NOTE: The description of the event, if any, should help you in understanding the reason of the problem.

Alternatively you can also get a Wireshark capture on the Imagicle server and check for two SIP incoming calls to the recording profile DN, UDP port 5070.

Depending on the outcome of this test, two different diagnostics procedure must be taken.

Media forking calls not placed to Imagicle Call Recording

In this case, go through this checklist:

  1. Ensure the Recording Profile CSS includes the partition of the Route Pattern configured for Imagicle Call Recording. If you assigned to Recording Profile the same CSS of the line being recorded, you can do the test described above in the "Diagnostic Voice Prompts" section, it will help you to understand if the Call Recording SIP trunk is reachable or not.
  2. Ensure the phones are properly configured on CUCM, as suggested in the PBX configuration section, in particular, verify the Built-In bridge is enabled on the device.

Media forking calls properly placed to Imagicle Call Recording

In the case the media forking calls comes to the Imagicle Call Recording, but the call has not been recorded, one (or more) of the following reasons may apply:

  1. The phone number recording for recording is not assigned to any IAS user.
  2. The calling number is assigned to a IAS user that is not enabled for Call Recording.
  3. The license for Call Recording service is invalid or expired.
  4. A codec mismatch occurred, the recording service was not able to answer the media forking calls.

If any of these errors occurs, a specific Call Recording event is raised in the Monitoring section of the Imagicle Application Suite.

Codec Mismatch

The codec mismatch problem occurs if both the following conditions are true:

  • The conversation to be recorded is established using a codec not supported by Imagicle Call Recording (G.729B, G.722, iLBC, ..)
  • On CUCM no hardware transcoding resource is available to the Imagicle Call Recording SIP Trunk.

Codec mismatch makes the Call Recording failing when trying to answer the Media Forking Calls.

In terms of diagnostics, when a codec mismatch occurs:

  • A Call Recording event is raised in he Application Suite (Monitoring section).
  • An alarm is raised on CUCM, visible by the RTMT tool.
  • In a Wireshark capture, you can see the CUCM hangs up the Media Forking calls. A BYE is sent by CUCM with reason code 47  (Resource Unavailable).

How to fix it

To fix the codec mismatch problem at least one of the following actions should be taken:

  • Disable the unsupported codecs on the involved phones and gateways/session border controllers. See the PBX configuration page of this guide for useful indications.
  • Alternatively, assign a Media Resource Group List containing an hardware transcoding resource (able to handle the codec) to the Imagicle Call Recording SIP Trunk.

Wrong  remote numbers

Each recordings is associated to a locale extension number (the phone being recorded) and a remote party number. Both these numbers are displayed in the recordings list:

The remote numbers are adjusted accordingly with the Imagicle suite numbering plan parameters, in particular:

  • for incoming calls the Incoming prefix, if set, is stripped out from the remote number
  • for outgoing calls the Outgoing prefix, if set, is stripped out from the remote number

Therefore, if remote numbers look wrong, check in the Numbering Plan Parameters page if the Incoming and Outgoing prefixes are correct. If you change them, new values will apply to the new recordings only.

Data Export not working

Most common problems that make data export failing are:

  • Wrong credentials for the export job: 
  • User does not have write permissions
  • Remote network folder is unreachable or does not exists
  • Destination has not available space. 

All of these reasons can be easily detected from the WEB interface using the "Test Access" button of the Data Export section (Global Settings).

More over, ensure there is available room there in the remote network folder.

You cannot play the recorded conversations

Different errors may occur when trying to listen or download a recording from the Web interface or from the gadget for Jabber. Following the most common error conditions you may face, with the related explanation.

1) When you click the play button to listen a recorded conversation, you get the following error: "Unable to load the audio stream, please try again".

The browser cannot play the audio stream because the PC on which it is installed does not have and audio adapter, or the Windows Audio service (Audiosrv) is stopped. Add an audio adapter to the PC and start the Audio service.

Note: even if you cannot hear the audio stream, you can still download it as MP3 file.

2) You get an error: "You cannot playback or download this recording because server certificate has been removed or doesn't contain the provate key":

Starting from the Winter 2018 version of the Imagicle Application Suite, recording, replay and download operations require a valid certificate in the Windows Certificate Store, for encryption scopes.
The error is normally  given if the certificate used to store the selected recording is no more available in the Windows Certificate Store for the replay or download operations. In order to  reterive such recordings you must install the required certificate in the Personal folder of the Windows Certificate Store (see the configuration guide).

Automated Dial-In Recording

When in conversation, after hitting the "Record" Service Button URL, a number of error messages could be displayed. The following section explain how to troubleshoot common issues when setting up Automated Dial-In Recording, according to to the error message provided.

Service Unavailable

And pressing "Details" softkey button, a similar message is displayed

Cause: Imagicle Application Suite is not able to retrieve IP Phone information from CuCM.


  1. Check that Application Suite IP telephony parameters are properly configured.
  2. Check that Application Suite general AXL configuration are properly configured.
  3. Check that Application Suite is properly querying CuCM through AXL:
    1. Login Application Suite as admin
    2. Go to Support web page: CuCM version, users and devices must be present
    3. Click on "(details)" button: the IP Phone must be present and must have both the "Detected by AXL" and "Detected By TAPI" flags. If not, please double check device association on the CallManager, and AXL configuration on the IAS server.
  4. Check that "Imagicle Service Host" Windows Service is running.

This device is not properly configured for automatic CTI dial-in recording

Cause: the requesting IP Phone is not CTI controlled by Imagicle Application Suite


  1. Check device association on CuCM: the requesting IP Phone must be associated to ImagicleCTI user
  2. On CuCM, check that the option "Allow Control of Device from CTI" is enabled in the phone configuration (Device --> Phone)

Recording pilot not configured

Cause: the Automated Dial-In Recording Pilot Number has not been configured in Imagicle Call Recording.

Resolution: configure Automated Dial-In Recording Pilot Number in Imagicle Call Recording.

Unable to call Imagicle Call Recording

When hitting "Record" Service Button URL, Imagicle Call Recording places a call from the requesting IP Phone to a number matching the pattern displayed in "Automated Recording" section of "Pilot Numbers" panel, within Call Recording "Global Settings" page. The above message is displayed when that call is not being routed by CuCM to Call Recording SIP Trunk, as expected.

Possible causes:

  1. The IP Phone cannot dial a telephone number whose prefix is Automated Dial-In Recording Pilot Number.
  2. The matched Route Pattern does not route calls to Call Recording SIP Trunk.


  1. On CuCM, check the Calling Search Space of the Directory Number that had the connected call, on the requesting IP Phone: it must allow to call a Route Pattern that routes calls to Call Recording SIP Trunk.
  2. On Imagicle Call Recording, check to have configured Automated Dial-In Recording Pilot Number according to CuCM Route Pattern.
  3. On CuCM, check that the corresponding Route Pattern:
    1. matches the pattern displayed within section "Automated Recording" in Call Recording "Pilot Numbers" panel
    2. routes call to Call Recording SIP Trunk

To test configuration:

  1. Login into Application Suite web portal with Call Recording administrative privileges and go to "Global Settings" -> "Settings" -> "Pilot Numbers" panel
  2. Locate the pattern displayed within section "Automated Recording"
  3. From the IP Phone, place a call to a number matching that pattern. E.g.: if the pilot number is 9600 (hence the pattern is 9600XXXX), then place a call to 96001234.
  4. The call should starts immediately and should be answered by Imagicle Call Recording.

There is no user with primary extension 

Cause: Imagicle Call Recording requires an Application Suite user to be defined for each IP Phone Directory Number to be recorded. See Product Configuration.

Resolution: create an Application Suite user with the requesting IP Phone Directory Number as Primary Extension.

User is not authorized to record calls

Cause: the requesting IP Phone's Directory Number identifies an Application Suite user that is not enabled to Call Recording

Resolution: enable requesting user to Call Recording:

  1. Login into Application Suite web portal with administrative privileges for User Management.
  2. In User Management, locate the User whose Primary Extension matches the requesting IP Phone's Directory Number.
  3. Edit user's permissions for Call Recording.
  4. Ensure user has at least "Base Access" privilege.

Article ID: 45
Last updated: 04 May, 2018
Revision: 33
Views: 842
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