Troubleshooting Atmos

This document serves to provide possible avenues to a technician who is struggling with recordings not uploading to Call Cabinet.

In the event that your system is not properly uploading recordings to Call Cabinet, here are a few steps you can follow:

Confirm Credentials

It may seem like a simple step, but the first place to start is to confirm the site ID and customer ID configured on the system. These identifiers are long, and have no pattern, and if even a single character is incorrect or out of place, the uploading of recordings will fail.

So, using the comma-UI, navgiate to the "Host System Tools" menu, and select "Atmos by Call Cabinet".
Finally, select "View Atmos Configuration" and confirm that the listed site and customer IDs match those provided to you by Call Cabinet.

Confirm that the system is recording calls

This is another step that seems obvious, but again it is a step that could result in the failure of the entire Atmos recording archiving system so it is important to check, before proceeding to the next step.

The easiest way to confirm that the system is recording calls is to access the 3CX system's management console, expand the "Reporting" from the left hand navigation menu, and select "Recordings". This will show the recordings currently on the system. Make sure that new test calls placed from or to the relevant extensions result in new recordings appearing.
Recordings can also be viewed using the command line interface, where they are located at:

/var/lib/3cxpbx/Instance1/Data/Recordings/

Within the Recordings/ folder, you will find a subfolder for each extension for which calls have been recorded. Placing a test call to a particular extension, that is configured to record calls, should result in a new recording file being created within that extension's subfolder.

Troubleshooting from the Command Line

If you are comfortable navigating the command line interface, there are a number of checks you can perform, to troubleshoot the Atmos service.

Confirm that atmos remote repositories are reachable from the device:

The callcabinet service on the device uploads recordings to a cloud repository, from which they are accessible through the Atmos webpage. If the PBX is unable to resolve, or reach these repositories, uploads will fail.

You can confirm that the services are reachable, by issuing the following ping commands:

sudo wget https://atmoscapture.callcabinet.com/RecordingInformationService.svc?singleWsdl

sudo wget https://atmoscapture.callcabinet.com/FileUpload.aspx

A successful attempt will result in a download of a file from the remote location, as depicted below:

Confirm that Recordings are being Prepared for Upload:

Recordings that are created by 3CX are then prepared for upload by the ccfarsouth service.
These recordings are renamed in a format that alerts Atmos to the caller and calling party's identities.
Select an extension from which to test. Confirm that call recording is enabled on that extension, and then place a test call.

3CX will create a recording file in /var/lib/3cxpbx/Instance1/Data/Recordings/<test_ext_no>.

Within 5 minutes, you should see a corresponding recording being created within /var/lib/callcabinet/<recording_year>/<recording_month>/<recording_day>

It will be named in the format: 2003_2022-02-07T10:13:38_0002_20_OUTGOING.WAV

which indicates a call placed to 2003, from 0002, on the 7th of Frebruary 2022.

Once the recording is scheduled for upload, you will see the recording file change extensions from .WAV to .sav, and .ccc file generated for the file.

The ccc file will briefly change to a cccq file, before being renamed as a tfr file, to indicate the file has been transferred.

So, for instance:

1. c6603de9-fe87-ec11-a507-281878ced430.ccc is created

2. c6603de9-fe87-ec11-a507-281878ced430.cccq replaces the .ccc file

3. c6603de9-fe87-ec11-a507-281878ced430.tfr is created once the file is uploaded successfully.

Since the naming of the ccc,.cccq and tfr files don't have . It may be a little bit difficult to find which .ccc file pertains to which recording file. On a busy system, a good general approach is to simply watch how many .sav, and .tfr files exist.

From within the call recording folder, issue the command:

sudo ls -l | grep WAV

This command will return a list of files with extension .WAV. If recordings are being processed correctly, these files will soon be renamed with a .sav extension.

So, it is important that the same file is not returned by the above command several minutes after it is first returned. We expect the recording to be named as .WAV for a few moments before being renamed to .sav. Also, if new calls are being placed and recorded, we'd expect to see new .WAV files being created in this location.

sudo ls -l | grep sav | wc -l

This will return the number of files within the folder that contain the extension "sav".

Issue the command multiple times, waiting a few moments between each time.

In general, if this number is increasing, calls are being processed and uploaded.