Martin here is what we did, I made a call to 70392 which triggered 70408 to dial SO FAC. below is the trace:
=~=~=~=~=~=~=~=~=~=~=~= PuTTY log 2017.01.13 10:53:26 =~=~=~=~=~=~=~=~=~=~=~=
10:56:19 rcv GRQ ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:56:19 snd GCF ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:56:19 rcv RRQ ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:56:20 snd RCF ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:56:20 snd NSM ext 70408

 endpt [192.168.130.75]:33845

7  press CANCEL to quit -- press NEXT PAGE to continue87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 8 7 Page 28LIST TRACE



time data

 switch [192.168.130.72]:1719

10:56:20 TCP connected (ne)

 endpt [192.168.130.75]:24660

 switch [192.168.130.72]:61440

10:56:20 Q.931 Setup received

 endpt [192.168.130.75]:24660

 switch [192.168.130.72]:61440

10:56:20 Q.931 CallProc sent

 endpt [192.168.130.75]:24660

 switch [192.168.130.72]:61440

10:56:20 Q.931 Connect sent

 endpt [192.168.130.75]:24660

 switch [192.168.130.72]:61440

10:56:20 snd NSM ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

7  press CANCEL to quit -- press NEXT PAGE to continue87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 8 7 Page 38LIST TRACE



time data

10:56:49 rcv URQ ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:56:49 snd UCF ext 70408

 endpt [192.168.130.75]:33845

 switch [192.168.130.72]:1719

10:57:14 TRACE COMPLETE station 70408 cid 0x0

7 Command successfully completed87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 87 8Command:

Martin, We did some more digging and we notice that when we used 70397 as the recording device, we would see the FAC code (*22) come in. We see it come in twice.
However when we use 70408 as the recording device we never see the FAC code come in as the trace above indicates.
Like i mentioned I make no code changes when switching from 70397 to 70408 so I cannot understand why 70408 doesnt appear to dial the FAC code.

There is no sign of any call having taken place. In fact, it looks like you did not take the phone off-hook.

Martin

So for the hard phone I didn't have to take it off hook. Are you saying that for the softphone I have to take it off hook before dialing the FAC?

How were you able to dial a number on the hard phone without taking it off-hook?

I'm using my dmcc code to call the phone and dial the FAC. This is very similar to the code that came with the dmcc sdk.

Can you explain what you mean by " using my dmcc code to call the phone and dial the FAC"? Maybe give a step-by-step description.

Martin

Avaya provides dmcc sdk. Using that api I get the device id for the recording phone, then i start monitoring for media events. When a call is made, i set the rtp endpoint and then register the phones terminal. When I get the terminal response, I call the "PressButton" api on the recording phone and dial the FAC + Extension for the extension I want to record.

You will need to take the phone off-hook before you can dial any numbers.

It is the same with a hardphone. Using a hardphone, before you can dial a number you must do one of the following actions which will force the phone off-hook:
o Pick up the handset
o Press the speaker
o Press the headset button
o Press a call appearance button

Martin

Martin putting the phone off hook was the key! Now after i dial the FAC and extension, do i have to put the phone back on hook? Do i ever have to put the phone on hook?

o Do i ever have to put the phone on hook?

I think the simple answer is you should put the phone on-hook when/if you want to .

IIRC, SO recorders can be used in two ways:

1. The recorder detects when an agent is in a call and goes into SO mode. When the call ends, the recorder goes on-hook. The process repeats when the agent is next on a call.

2. The recorder goes into SO made and stays off-hook. Every time the agent is in a call, the recorder gets media.

Martin

Martin you have been a very big help. I now consider this issue fully resolved. Thank you so much from the bottom of my heart!