Troubleshooting

After upgrading the ShoreTel PBX software, QMS is no longer receiving call control events.

An upgrade to the ShoreTel PBX software will require an upgrade of the ShoreTel Remote Server (TSP) software on the QMS server. Uninstall the current version of the Remote Server on the QMS server, then install the version of the Remote Server corresponding to the version of the ShoreTel PBX.

The version of the ShoreTel Remote Server can be verified by checking the Registry key HKEY_LOCAL_MACHINE\Software\Wow6432Node\Shoreline Communications\InstallState\Products\ShoreWare Remote Server on the QMS Server.

After rebooting the ShoreTel PBX, QMS is no longer recording.

If the ShoreTel PBX is rebooted, the QMS server should also be rebooted in order to reestablish the TAPI link between the ShoreTel Remote Server (TSP) on the QMS server and the ShoreTel PBX. After the QMS server has rebooted, follow these steps to verify connection:

  1. Log into the ShoreWare Director website with administrator rights.

  2. Click on Quick Look under the Maintenance section on the navigation pane.

  3. Find the name given to the QMS server’s Application Server in the Server/Appliance list.

  4. A green up-arrow shows that the ShoreTel Remote Server on the QMS server has connected with the PBX. If a red down-arrow is showing, troubleshoot the status listed.

In a ShoreTel TAPI/Wave environment, during a conference call, when the first recorded agent drops off the call, there is a gap in recording for the remaining agent.

This is expected behavior in this scenario, because the Route Point disconnects briefly, when the first agent drops off the call. ShoreTel has not implemented a method to keep the Route Point connected in this scenario.

In a ShoreTel TAPI/Wave environment, a ShoreTel user with Find-Me enabled to an external phone number does not have calls recorded.

This is expected behavior, because once the call leaves the ShoreTel PBX, the PBX no longer has access to the audio streams.

In a ShoreTel TAPI environment, users show as OnPhone in the QMS Real-Time Activity view, but no calls are being recorded.

  1. Verify port mirroring has been correctly configured in the environment.

  2. Verify the IP addresses of the agents' phones have been correctly entered in QMS.

  3. Verify the QMS Users have been assigned to the correct Recording Server.

In a ShoreTel TAPI/Wave environment, users show as OnPhone in the QMS Real-Time Activity view, but no calls are being recorded.

  1. Verify the value for the ShoreTelTapiWaveRoutePointExtension has been set correctly in the CallRecordingService.exe.config file, in the <Tapi /> section.

  2. Verify the Route Point has been defined in the ShoreTel PBX, as described in the PBX Configuration section under ShoreTel TAPI/Wave Integration Details above.

  3. Verify the ShoreTel User for the agent not being recorded belongs to a ShoreTel User Group that has the Allow Recording of Own Calls permission checked, as outlined in the Users section under ShoreTel TAPI Integration Details.

In a ShoreTel TAPI/Wave environment, calls between QMS users are not being recorded.

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In a ShoreTel TAPI/Wave environment, during a consultative transfer or consultative conference call, there is silence for the consultative leg of the call.

This is expected behavior, because ShoreTel TAPI/Wave has the limitation of not allowing internal calls to be recorded. In the case of consultative transfer/conference calls, the consultative leg is a completely separate call between two internal parties, which will not be recorded.

After running without any issues for some time, calls stop recording and there is no longer any activity in the QMS Real-Time Activity view. There are no errors in any of the QMS logs, QMS services have not crashed, and no errors are indicated in Windows Event Viewer.

There are times when the ShoreTel Remote Server software gets into a bad state for an unknown reason, with no errors indicated anywhere. In this case, a reboot of the QMS server is needed to reset the ShoreTel Remote Server and reestablish a connection to the PBX. If a reboot does not resolve the issue, the ShoreTel Remote Server software will have to be reinstalled.

In a ShoreTel TAPI/Wave environment, a 3-party conference call records as expected. When a fourth party is conferenced in, recordings stop, even though the users show OnPhone in the QMS Real-Time Activity view.

This is a ShoreTel TAPI/Wave limitation. Once the fourth party is added, the original 3-party conference call is torn down, and a new conference call utilizing a ShoreTel System Conference extension is created. This type of conference call is not recordable through the ShoreTel TAPI interface.