CaR0001 - Oaisys call not in progress during call tagging

DESCRIPTION

This error means that an attempt to tag a call has failed and that any Life Cycle reports are unlikely to have call recording links for the call. The issue can occur for several reasons in an Oaisys call recording integration environment:

1. An extension configured on the PBX is not configured in Oaisys for call recording.
2. The enterprise server receives call started event from the PBX before oaisys call recorder does. This is more likely to happen in multi-PBX environments.
3. The account being used to log into Oaisys does not have the correct permissions to access the call.

SEVERITY

Error although in some scenarios can be ignored.

IMPACT

Call link might not appear in the Life Cycle report.

TROUBLESHOOTING STEPS

1. The issue can be fixed by including the extension to be recorded on the Oaisys server.

2. The log can't be made to go away as there's no way to predicate who will get the notification first. As a mitigating measure, there's a call tagging retry mechanism in the enterprise server. Usually the second tag attempt will succeed meaning the link will still appear in the lifecycle report. To enable tagging retries, add number of tag attempts and wait interval between each attempt (in milliseconds) to the appSettings section prairieFyre.Services.EnterpriseServer.exe.config.

   To do this from the CCM server go to %installDir%/ProgramFiles/PrairieFyre/CCM/Services/EnterpriseServer/prairieFyre.Services.EnterpriseServer.exe.config

First create a backup of the config file and name it .bak. This will be used in the event the system rejects the config file changes made. Next right click on the .config file and open with notepad and insert the settings as seen below. Please be aware that these config files are very case and character sensitive.

<appSettings>

<add key='MainTimerInterval" value="250"/>

...

...

<add key="MitaiLinkerPortIgnoreList" value=""/>

<add key="CallRecordingTagAttempts" value="3"/>

<add key="CallRecordingTagWaitInterval" value="1000"/>

</appSettings>

3. Ensure that the login being used to access the Oaisys server has the Call Manager rights. Please note that Power User and Sys Admin do not include the Call Manager permissions, and they will need to be applied upgraded to Call Manager.

APPLIES TO

CCM

References

• MiContact Center Administration and Installation Guide
• MiContact Center User Guide
• MiContact Center and Business Reporter System Engineering Guide
• Multimedia Contact Center Installation and Deployment Guide
• Business Reporter User Guide