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FAQ-1690 POWER OUTAGE ISSUES WITH IP CALL CAPTURE AND HOW TO RESOLVE THEM

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HOW A POWER OUTAGE INTERRUPTS CALL COLLECTION

When your phone system sends records to the Call Accounting using a TCP/IP connection a power outage can interrupt that call collection and you risk losing call records made after the power outage.  When you get a power hit and the phone system and the computer capturing your call records both reboot, the computer can power up quicker than your phone system.  When this happens there is no phone system to connect to when the capture computer boots up.  This causes no connection between your computer and your phone system and calls are lost until the nightly task runs to reset that capture connection. 

 

PHONE SYSTEM BUFFER
Some telephone systems have the ability to buffer call records until your computer capture utility is able to reconnect and capture that call data.  The Avaya IP Office phonesystemfor example can buffer up to 3000 call records.  Other phone systems have no buffer and when calls are made without the collection software connected to the phone system, then call records are lost.

 

WHAT TO DO AFTER A POWER OUTAGE

You have 3 options to reconnect your call capture utility after a power outage.

 

OPTION 1: DO NOTHING (Calls may be lost)

If you do nothing, the call capture utility should reconnect overnight and start collecting call records again.  If that does not happen, then you need to reboot your Call Capture computer.

 

OPTION 2: RESTART CALL CAPTURE FROM THE SERVICES MENU

You can force the call capture utility to restart as follows:

 

• Open the Comm One Software Folder.

• Select SERVICES

• Locate the Advanced TCP/IP Capture Utility and click on it.

• Select RESTART on the left side to stop and restart the Call Capture Utility

 

OPTION 3: RESTART THE CAPTURE COMPUTER
Your last option is to reboot the computer hosting the call capture utility.  This will force the capture to reconnect with your telephone system.  This should be done after the phone system has restarted and is up and running normally.​