No Audio Recording WFO QM

[azharhamzah]

Hi Team,

I have an issue, that the recorded audio file can be seen in the WFO QM GUI but when played, the recording has no sound.

This happened when our branch office WAN router was migrated to SDWAN Versa. There are no changes to our voice settings. Is there a solution to this issue, such as ports or services that must be allowed on the SDWAN side? Thank You.

Regards,

Azhar

[bill.king1]

What version of system? Also, do you know that the original call had good audio, is it the recording that is the issue vs. the original call?

[azharhamzah]

Hi bill.king1

The version system is 11.5. Yes, the voice is clear when making calls from pstn to the agent. The agents location is at branch office. Only the recording has no sound when played. Agent use extension mobility. But when agent login at HO, and we make a call again, the recording has sound, no issue.

At HO:

PSTN > VG > CUCM. There is SDWAN Versa at HO to connect all branch.

At Branch :

SDWAN Versa > Switch > PC > IP Phone.

There is no blocking at firewall and SDWAN.

Thanks,

Azhar

[bill.king1]

And everything else is the same, like built in bridge (for instance) is enabled on both the office phone and the home office phone? Same model of phone, etc. for the home office agent vs regular office agent?

[azharhamzah]

Yes, everything is the same. Previously, recording running well at branch office. This issue happened when router WAN migrate to SD WAN.