SAP Knowledge Base Article - Preview

2812623 - Server Side recordings for inbound and outbound calls are either empty or not generated in the shared location

Symptom

  • SAP Contact Center suddenly stopped recording calls
  • In the recording path you can see some of the recordings but the files are empty and contain no actual recording
  • In the logs for the Virtual Unit handling the Server Side Recordings (SSR) you find similar errors:
    • Agent Server Log:
      • ERR> failed to create file ''
      • ERR> in WFW::CloseWrite (0x109)
      • ERR> Invalid source file, ending mix
      • ERR> WFR.Open(C:\Users\XXXX\AppData\Local\Temp\MRSC0C3.tmp) failed (0xE101)
      • ERR> NULL pointer in WaveFileConvert::Convert()
      • Convert failed with error: failed to open file 'C:\Users\XXXX\AppData\Local\Temp\MRSC0C3.tmp'
    • MRS log:
      • Recording not started for...
      • WRN> Convert failed with error: failed to open file 'C:\Users\XXXX\AppData\Local\Temp\MRSDC59.tmp'
      • ERR>  in WFW::CloseWrite (0x109)

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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