This post serves to provide reasons why the Number field shows UNKNOWN for different Recording solutions.
Mitel / CRE Recorder
— Factors that affect no call details for all recordings—
- Communication to PABX - If the Call detail app (amtmitel / crecallinfo) is not able to connect to the PABX/s, then the software cannot get the number involved
- Call details software not functioning - If the Call details software is not working correctly example its stuck or not responding then no further call details can be supplied to the CRE.
— Factors that affect some recordings call details —
- Call placed on hold - Calls placed on hold and recovered may not have the Number available. This is because the link ID’s on the call is different when the call is recovered.
- Transferred call - Transferred calls may have the same symptom as the call placed on hold whereby the call details is not carried through to the transferred agent.