Issue
Users have reported that call recordings captured by their audio logging systems are being cut off before the call has fully ended. Upon investigation, the recordings stop abruptly, even though the call duration was longer.
Cause
This issue is often due to threshold settings configured by the audio logger vendor or the call being placed on hold. Many audio logging systems use configurable thresholds—such as silence detection or audio signal levels—to determine when to start and stop recording. If the audio signal falls below the set threshold for a defined period (e.g., extended silence, low volume, call placed on hold), the logger may interpret the call as having ended and terminate the recording.
These thresholds are usually part of the vendor's design to optimize storage or avoid capturing unnecessary audio, but they can sometimes cut off legitimate parts of a conversation—particularly in quiet or low-volume calls.
Resolution
This behavior is controlled by the audio logger’s internal configuration and cannot be adjusted externally through our systems. To resolve or further investigate the issue:
Contact your audio logger vendor directly.
Provide them with specific examples of affected call recordings.
Request an explanation of their current audio threshold settings and how they may be impacting call recordings.
Inquire if the vendor can adjust the silence threshold or recording timeout to better suit your use case.