Not every call is transcribing

[Geoffmoss77]

Hi AWS :)

Important: Bug reports submitted here should relate specifically to the open source sample amazon-transcribe-live-call-analytics project. Do not submit bugs related directly to any AWS service.
If your issue relates to Amazon Transcribe, Amazon Bedrock or Amazon Bedrock Knowledge Base - setup, user provisioning, document ingestion, accuracy, or other aspects of the service, then first check the service documentation, and then reproduce the problem using the relevant AWS service console before engaging AWS support directly. Thank you.

Connected to Genesys Cloud, some of the missing recordings are 44 bytes, when the phone system states they are much longer. Some of the recordings are full length but have not been transcribed.

To Reproduce
Steps to reproduce the behavior:

1. Using the defaults of the LCA Stack
2. Connect to Gensys Cloud
3. Assign to a queue setup API access
4. Wait for calls to come in

Expected behavior
all calls recorded.

Screenshots
we are not sure if it's related to this :

is there a limit in AWS for the amount of concurrent calls?

Additional context
Last Friday we had : 2639 calls
can you confirm is we should be recording from the time they hit the IVR or the queue they hit after the button press?
currently it's picking up from after the IVR as we are only recording a specific queue.

Thanks for any advice

Geoff

[anilchinnam]

I saw the similar issue, where the real-time transcription is completely missed. However the final audio file and call summary are being generated. After further review in cloudtrail logs , it was identified errors were logged 'You have reached your limit of concurrent streams, 25. Try again later.' Since the call volumes are also higher recently, we increased the account service limit for 'StartCallAnalyticsStreamTranscription HTTP/2 streaming request" and the issue is now resolved.