Problem Recording from ST Call Manager

[jponeill70]

Hi. One of my users was trying to use the ST Call Manager (v8) to record a a call via Call > Record Call (CTRL+E) and is getting an error such as:

The operation is not support by the underlying service provider.

It seems that it's limited to this one user as nobody else has this problem. I'm waiting him to reboot and report back. But wondering if this is anything known.
Thanks!
JPO

[jponeill70]

just a bump

[jponeill70]

I guess nobody can help. I'll stop pursuing this problem here. Now on to?????

[dfbrass]

Check class of service and make sure they are allowed to.

Record Other's Calls: Allow Initiation

[jponeill70]

Hi...I checked the Class of Service and it's checked to allow recordings. The "Other's Calls" option is unchecked. Really don't need that as its calls with clients we need to occasionally record. But I have about 5 others who can record this way with no problem. It's just this one user/extension.

I tried to uninstall and re-install the s/w and still the same error. Could it be a profile corruption problem?

Thanks for your help...not getting any from the vendor I...you know...paid to help.
JPO

[benchtoplabs]

One way to troubleshoot this would be to have this user log on at another workstation and phone.
Also, bear in mind that you can only record calls out to the PSTN, and not ext-to-ext calls.

[benchtoplabs]

That error would seem to indicate something to do with the trunk they were talking on.
"Seem to"

[jponeill70]

Hi...I logged into another PC as this user and then into the ST Call Manager as well. Initiated a call and rec'd the same error. So I'm guessing this is a profile issue. Do I just blow out his account and start over? Can I delete his profile somewhere so when I recreate it'll be a new profile? Is there another way to fix/replace a profile?

Thanks!
JPO

[martyv_ortiz]

I wasn't sure of the call origination. You can only record calls utilizing a trunk not internal calls. If you need something more, there are some great third party apps that can provide better recording feature sets.

I hope you get it figured out quickly.

[jponeill70]

Hi...these are only trunk (external) calls.

Still working on a resolution.
Thanks!
JPO

[Jlorenz]

Hi...these are only trunk (external) calls.

Still working on a resolution.
Thanks!
JPO

It may be a curropted user profile

Create another (Do not delete Original) by Copy of one ext that works

If it works, do a stare and compare as to what the issue may be, Chances are there is somethign subtle in the profile that is not the same as the others,

COS Telephony check
Allow Recording of Own Calls

In the General Ext Edit - check
Client is Professional not personal

[jponeill70]

Hi. I'm trying to learn this as a go...when we say profile...is that the EXTENSION in the Shoreware director? Where can I get to the profile to look for the items I should be looking for?

Thanks!

[as an aside, I've had major problems with my vendor who I paid in advance to help with this stuff. I'm working on a replacement with the ShoreTel rep who covers our area. Thanks for everyone for helping. If those who are helping can continue to do so, I'd like the opportunity to try and learn.]

[Jlorenz]

Yes, when I mean or say profile, I am referring to the users ext in ShoreWare Director.

Do not delete the original User, here is what I would suggest

1: Create (By Copy) a user who is working.
2: To Copy, open the Users Ext in ST Director, choose the user under User Edit. There is an option to COPY

3: When you copy, you will Name this user Test or something as an example. Assign everything accordingly

Then test. More then Likely it is a corrupted user Profile.

Sorry your having issues with your vender. PM Sent

[jponeill70]

K..here is what I could find:

COS:
Under Telephone Features Permission are the following:
Fully Featured*
Managers/Operator*
Minimally Featured
Partially Featured
* indicates that the COS has Allowing Recording of Own Calls

I have other users who are able to record with no problem. How do I know what COS is assigned to this Extension?

In the Personal Ext info:
I see that the type is "Personal" NOT "Professional". But I checked a few other extensions that are able to record and they are also set to "Personal".

I tried the copy of the profile. Question. If I copy from Profile A (working) and need to assign the copy the same parameters of the person who is having problems...do I need to worry about changing the IP phone and extension to match the person who is having problems?

[Jlorenz]

K..here is what I could find:

COS:
Under Telephone Features Permission are the following:
Fully Featured*
Managers/Operator*
Minimally Featured
Partially Featured
* indicates that the COS has Allowing Recording of Own Calls

I have other users who are able to record with no problem. How do I know what COS is assigned to this Extension?

In the Personal Ext info:
I see that the type is "Personal" NOT "Professional". But I checked a few other extensions that are able to record and they are also set to "Personal".

I tried the copy of the profile. Question. If I copy from Profile A (working) and need to assign the copy the same parameters of the person who is having problems...do I need to worry about changing the IP phone and extension to match the person who is having problems?

Checking the User Group is in main menu of Edit User Called User Group

Make not of that, and then check a user to ensure that is the same user group.

Odd, that Personal allows recording, no comment on that one/

Before you do any copy

Assign the Broken User to SoftSwitch, What this does is frees up the IP Phone MAC, you can then assign that Ip phone back to the user.

Also, if available, try another Phone, the IP phone config can be the issue as well, Deleting the IP Phone for the user and re-adding it could correct. There are many variables to this issue.