When attempting to play a call recording via the Interaction Records search, an audio recording saying “file not found” is played.
The “File Not Found” message is being played because the file referenced is not found on the RTP server where the database thinks it should be. This will return a generic recording to play called fileNotFound.wav as you’ve attached to this case. Determining why the recording file is not found requites log files for Bright Pattern covering all RTP servers for the duration of the call. We recommend that these logs include 15 minutes before and after the interaction to account for the aggregation interval. Often, additional logs from other components may be necessary to continue an investigation such as Scenario Engine logs or SIP Processor logs to see exactly what happened with an interaction.