The Recording is not available

[former_member241303]

Dear Guru,

We are recording all calls, when I try to listen a call on CDT I’m getting the message “The Recording is not available”.

If I copy the file and reproduce the recording with windows media player, I can listen the recording.

The Agent Group is access right to Queue.

Does someone know what the issue can be?

Best regards,

[Former Member]

Hi Fernando,

if the "listening to recordings" rights are correctly set, you could check the client logs as well as connection server + agent server logs on the server side to see if there are any relevant errors or warnings (see SAP Notes 1753539, 1753607). With proper loglevels, you should see which component(s) fail to access the files and why.

Also note, that while MRS actually records the calls and creates the files, Agent Server (AS) is the component which transmits the files to the user for listening. If MRS and AS are running on different servers, you should ensure also AS can access the files, e.g. by using shares (with adequate access rights for the domain account running the services) and unc paths, or by replicating files between the servers for local access.