Overview

After performing a Call Record Advanced Find on the Originating Address (CLI) to find a call record, then you click on the call recording menu item you get a This call has no associated recordings error.

Information

It is expected behaviour for a call to have no associated call recording if the call was abandoned or not presented to an agent.  To check whether a call was abandoned or not presented to an agent, you can do the following if you know the number of the originating call:

1. Log in to the Oasis Management Portal.

2. Navigate to Routing Plans on the ribbon bar and click on the Advanced Find button to open the Advanced Find window.

3. Click on the New button in the ribbon bar.

4. In the Look for: drop-down select Call Records.

5. Move your mouse cursor over Select and select Originating Address (CLI).

6. Move your mouse cursor over Equals and select the matching criteria you require.

7. Move your mouse cursor over Enter Text and enter the number or part of the number you wish to search for.

8. Click on the Results button in the ribbon bar.

9. Double click on the call that matches the one you would like to check to open the Call Record window.

In the call record window, if the First Handling Agent Name, Last Handling Agent Name and Call End Reason (Agent) fields are blank and the Call End Reason (System) field is set to Call Abandoned, then this indicates that this call was either abandoned or not presented to an agent.

If you believe there's some other problem and the above information does not answer your questions, raise a support ticket explaining your problem and mentioning the call IDs of the affected calls and the Voltdelta support team will be happy to assist you.