Symptom / Need

The customer reports that when trying to play back recordings of some calls within the Data Monitor module in Wolkvox Manager, the time bar stays at 0:00 and no audio is played.

Information inconsistency: The call details or metadata indicate that it has a recorded duration of X time, but the player does not process it.

Context / Scenarios

This incident occurs directly when attempting to audit or listen to call recordings in the Data Monitor module.

Answer / Solution

Minimum Information to Request or Validate

To properly document the issue, resolve it, or escalate it technically, the service desk analyst validates the following information:

• Name of the operation.
• Operation server.
• Type of calls affected (Inbound or Outbound).
• Number of calls affected.
• IDs, date and time of the affected calls.

Initial Validations and Troubleshooting

Before escalating the case to another level, the service desk analyst performs the following troubleshooting and testing protocol in order:

1. Check server updates: Confirms if any recent updates have been performed on the operation server.
2. Validate server resources: Checks the performance and consumption status of the server's physical resources.
3. Environment testing (Web vs. Desktop): Ask the client to validate if the failure occurs in the Web version of Wolkvox Manager and perform the test in the Desktop version; if it occurs in the Desktop version, validate the behavior in the Web version.
4. Confirm audio content: Validate using Speech Analytics tools and reporting that the call actually contains recorded voice information.
5. Log Verification (Verbose): Extracts and reviews the Verbose of the calls that exhibit the failure.
6. Cross-testing of equipment and network: Request the client to replicate the playback test using a different computer and connected to a different network.
7. Cross-server testing: Try playing recordings on 2 other operations hosted on the same server and on 1 operation belonging to a different server to isolate whether it is a general server failure.
8. Audio format export test: Download the calls in their 3 export formats (GSM, WAV and MP3) to check if the audio is heard correctly when played locally.
9. Attach evidence: Include the full Verbose of the calls where the novelty is evident.

Escalation

If after completing all network, server, environment and download checks in GSM/WAV/MP3 formats the recordings still show 0:00 in Data Monitor, document the ticket with the minimum information and evidence collected and escalate the case to Level 3 (CORE Team).