Cisco Unified Workforce Optimization
Quality Management Troubleshooting Guide 2.7(3)
September 2009
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL
STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT
WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT
SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE
OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public
domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH
ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT
LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF
DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING,
WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO
OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome
to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS,
Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco
Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step,
Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone,
MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase,
SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco
Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship
between Cisco and any other company. (0812R)
Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the
document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.
Quality Management Troubleshooting Guide
© 2008, 2009 Cisco Systems, Inc. All rights reserved.
© 2008, 2009 Calabrio, Inc. All rights reserved.
Contents
Quality Management Troubleshooting Guide 5
■
Quality Management Documentation 5
■
Service Names and Executables 6
■
Registry Entries 7
Site Setup 7
Ident 8
■
Logs and Debugging 10
Setting the Default Debugger 10
Log Message Formats 12
Configuration Files 13
Enabling Debugging 14
Disabling Debugging 16
■
ContactDelete Utility 18
Using the Utility 18
■
Moving the Recording Storage Location 19
■
Audit Trail Error Messages 23
■
Troubleshooting Issues 28
Installation Issues 28
QM Configuration Setup Issues 30
Recording Issues 30
QM Administrator Issues 36
QM Desktop Issues 38
Service Issues 39
■
Troubleshooting Flowcharts 41
The QM Desktop Recording Service is not Recording Audio 41
The QM Desktop Recording Service is not Recording the Screen 48
QM Desktop does not Play Back Recordings 50
The QM Network Recording service is not Recording Client Calls 51
Index 53
Contents
Quality Management Troubleshooting Guide
Quality Management Documentation
The following documents contain additional information about QM 2.7(3):
September 2009
■
Quality Management Installation Guide
■
Quality Management Administrator User Guide
■
Quality Management Desktop User Guide
■
Quality Management Error Code Dictionary
■
Quality Management API Programmers Guide
■
Quality Management 2.7(3) Release Notes
5
Quality Management Troubleshooting Guide
Service Names and Executables
The following are the QM services as listed in the Windows Services utility.
Table 1.
6
QM services and executables
Service Name
Executable
Quality Management CTI Service
splkjservice.exe
Quality Management DB Cleaner Service
splkjservice.exe
Quality Management DB Proxy Service
splkjservice.exe
Quality Management Desktop Recording
Service
sqmservice.exe
Quality Management LDAP Monitor
Service
LDAPMonSvr.exe
Quality Management Mana Service
splkjservice.exe
Quality Management Monitor Service
MonitorServer.exe
Quality Management Network Recording
Service
RecordServer.exe
Quality Management Sync Service
DirAccessSynSvr.exe
Quality Management Tomcat Service
tomcat5.exe
Quality Management Upload Controller
SQMUploadController.exe
PROXY Pro Gateway Service
PgSvc.exe
September 2009
Registry Entries
Registry Entries
Site Setup
HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\SQM\Site Setup
Table 2.
Site setup registry entries
Value
Type
Description
APP VERSION
string
Version of the QM software
BRAND
string
Brand of QM software installed
1: Calabrio
0: Cisco
CALLCENTERLANG
dword
Software localization language
FirstRun
dword
1: QM Configuration Setup has run to
completion
0: QM Configuration Setup has not run to
completion
INSTALL DIRECTORY
string
Root directory of the QM installation
INSTALLDIR
string
Base directory into which QM software is
installed
IOR HOSTNAME
string
Host name or IP address of the QM services
LDAP Bind DN
string
User ID used to log into the LDAP service
LDAP Connection
Timeout
dword
Maximum time in seconds before a
connection attempt times out
LDAP Heartbeat
Enabled
dword
1: LDAP heartbeats enabled
LDAP Heartbeat Retry
Time
dword
Heartbeat time, in milliseconds
LDAP Host 1
string
Host name or IP address of the LDAP service
LDAP Host 2–5
string
Host name or IP address of the backup LDAP
service(s)
LDAP LCC
string
Default logical contact center
LDAP Port 1
dword
LDAP service port number
September 2009
0: LDAP heartbeats not enabled
7
Quality Management Troubleshooting Guide
Table 2.
Site setup registry entries — Continued
Value
Type
Description
LDAP Port 2–5
dword
Backup LDAP service(s) port number(s)
LDAP Pwd
string
LDAP service user password (encrypted)
LDAP Recovery Retry
Time
dword
LDAP recovery time, in milliseconds
LDAP Request
Timeout
dword
Maximum time in seconds before an LDAP
request times out
LDAP Root
string
Root of the LDAP data
Monitor Device
string
The ID of the network adapter used to filter
Real-time Transport Protocol (RTP) packets
for voice recording
Serial Number
dword
Serial number used to reset LDAPClient if the
LDAP host IP changes
Ident
HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\SQM\Ident
Table 3.
8
Ident registry entries
Key
Value
Type
Description
Admin
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
Playback
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
Record
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
CTI
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
DB
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
September 2009
Registry Entries
Table 3.
Ident registry entries — Continued
Key
Value
Type
Description
LDAP
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
Screen
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
Voice
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
Monitor
(default)
string
1 if the services/applications
associated are installed; key is
absent otherwise
September 2009
9
Quality Management Troubleshooting Guide
Logs and Debugging
Applications and services use logging to report status and problems. Each application
and service creates two files:
■
Log files (files with the *.log file extension) contain status messages and, if
problems occur, warning and other error messages. All messages in log files
are identified by an error code. See the Quality Management Error Code
Dictionary for more information on error codes.
■
Debugging files (files with the *.dbg file extension) are empty when debugging
is not enabled. When debugging is enabled (the default setting), the files
contain diagnostic information that can help resolve issues.
Log and debugging files are located in the …\Cisco\WFO_QM\log folder on the client
or server computer.
The default configuration settings limit each log and debugging file to a maximum of
10 MB and 20 rolling files for QM services and 5 MB and 5 rolling files for
applications. For example, when a service’s log or debug file reaches 10 MB, it is
closed and renamed, and a new file is started.
C++ configuration files (files with the *.cfg extension) produce logs using this
numbering scheme:
<name>0001.log is created and filled.
<name>0002.log is created when the first file is full.
<name>0001.log is cleared and reused when the second file is full.
<name>0002.log is cleared and reused when the first file is full.
And so on.
Java configuration files (files with the *.properties extension) produce logs using this
numbering scheme:
<name>.log is always the file currently being filled.
<name>.log.1 is the most recent filled file.
Debugging logs follow these same numbering schemes, but use the *.dbg file
extension.
Setting the Default Debugger
When Microsoft SQL Server 2005 is installed on the Database Services server,
Microsoft Visual Studio is also installed and configured as the default debugger on
that server. It is recommended that you reset Dr. Watson for Windows as your default
debugger.
10
September 2009
Logs and Debugging
To reset Dr. Watson as your default debugger:
1. On the server hosting the QM Database services, click Start > Run.
2. In the Open field, type drwtsn32.exe and click OK. Dr. Watson for Windows
starts.
3. Configure the settings to match those shown in Figure 1.
■
Accept the default Log File Path and Crash Dump locations.
■
Set the Crash Dump Type to Full.
■
Clear the Visual Notification check box.
4. Click OK.
Figure 1.
Dr. Watson configuration settings
5. Click Start > Run.
September 2009
11
Quality Management Troubleshooting Guide
6. In the Open field, type drwtsn32.exe -i and click OK.
Tthe confirmation dialog is displayed (Figure 2).
Figure 2.
Dr. Watson confirmation dialog box
7. Click OK to close the dialog box. Dr. Watson is now set as your default
debugger.
Log Message Formats
The following are the formats used by the various log and debug file messages. Each
format is followed by an example.
C++ and Java *.log file messages
<timestamp> <level> <error code> <error text>
2007-02-28 09:29:11.723 INFO ABCD1234 Successfully launched update.
C++ *.dbg file messages
<timestamp> <level> [<thread ID>] <text>
2007-02-28 14:51:13.723 DEBUG [0xaa8] CSqmcApiBase::_doRecovery:
Connected to QM Controller.
Java *.dbg file messages
<timestamp> <level> [<thread name>|<class>#<method>:<line>] <text>
2007-04-07 15:04:31.954 STACK [Thread-2|Init#run:113] Started.
Java (log4j) *.log file messages
<timestamp> <level> [<thread name>] [<class>] <text>
2007-04-07 14:54:00,067 INFO [Thread-2]
[com.calabrio.morepackages.Init] Started.
12
September 2009
Logs and Debugging
Configuration Files
Each application and service has an associated configuration file that controls logging
and debugging. These files can be edited in a text editor such as Windows Notepad to
change the logging and debugging parameters.
Configuration files are located in the …\Cisco\WFO_QM\config folder on the client or
server computer.
CAUTION: Edit configuration files only as described in this section.
Improper changes can result in logging and/or program failure,
including the possible loss of data. You might want to make a safety
backup of any file you edit before you make changes to it.
The QM configuration and log files are displayed in Table 4.
Table 4.
QM configuration and log files
Service/Application
Location
Configuration File
Log File
Backup and Restore
server
bars.properties
bars.log
ContactDelete utility
server
ContactDelete.properties
ContactDelete.log
DB Cleaner
server
dbcleaner.properties
dbcleaner.log
DB Cleaner
server
splkSqmDBcleaner.cfg
splkSqmDBcleaner.log
DB Proxy
server
dbproxy.properties
dbproxy.log
DB Proxy
server
splkSqmDBproxy.cfg
splkSqmDBproxy0001.log
DB Sync
server
dbsync.properties
dbsync.log
File Transfer Servlet (FTS)
server
log4j-fts.properties*
fts.log
LDAP Monitor Service
server
LDAPMonSvr.cfg
LDAPMonSvr0001.log
LDAP Monitor Service
server
slapd.cfg
sladp0001.log
LDAP Monitor Service
server
slurpd.cfg
slurpd0001.log
License servlet
server
licensing.properties
licensing.log
QM Administrator
client
admin.properties
admin.log
QM Configuration Setup
server,
client
postinstall.properties
postinstall.log
QM Configuration Setup
server
sitedefaults.properties
postinstall.log
QM CTI Service
server
ctiservice.properties
ctiservice.log
QM CTI Service
server
splkSqmCTIservice.cfg
splkSqmCTIservice0001.log
QM Desktop
client
qmdesktop.properties
qmdesktop.log
September 2009
13
Quality Management Troubleshooting Guide
Table 4.
QM configuration and log files — Continued
Service/Application
Location
Configuration File
Log File
QM Desktop Recording
client
sqmService.cfg
sqmService0001.log
QM Mana Service
server
manaEmergency.properties
QM Mana Service
server
manaservice.properties
mana.log
QM Mana Service
server
splkSqmManaService.cfg
splkSqmManaService0001.log
QM Monitor Service
server
MonitorServer.cfg
MonitorServer0001.log
QM Network Recording
server
RecordServer.cfg
RecordServer0001.log
QM Reporting
server
log4j.properties†
ReportEngine.log
‡
QM Reporting
server
log4j_qmr.properties
SQMR.log
QM Uploader
server
dbUpload.properties
dbUpload.log
QM Uploader
server
SQMUploadController.cfg
SQMUploadController0001.log
QM Sync Service
server
DirAccessSynSvr.cfg
DirAccessSynSvr0001.log
True Update
client
splkUpdate.cfg
splkUpdate0001.log
* By default, this configuration file is located in the C:\Program Files\Cisco\WFO_
QM\Tomcat\webapps\fts\WEB-INF\config\ folder.
† By default, this configuration file is located in the C:\Program Files\Cisco\WFO_
QM\Tomcat\webapps\CalabrioReportEngine\WEB-INF\classes\ folder.
‡ By default, this configuration file is located in the C:\Program Files\Cisco\WFO_
QM\Tomcat\webapps\QMR\WEB-INF\config\ folder.
Enabling Debugging
By default, debugging is enabled. When debugging is enabled, keep in mind that the
more detail the debugging threshold provides, the slower the performance of your PC
and the bigger the size of the debug file. High debugging thresholds may also affect
the performance of other applications running on your PC.
There are three types of configuration files:
■
C++ files that use the *.cfg extension
■
Java files that use the *.properties extension
■
Java files whose file name begins with “log4j”
Each type of file uses a different syntax to enable debugging. The procedures below
describe the steps that must be followed for each type of file.
IMPORTANT: Disable debugging when it is no longer needed.
14
September 2009
Logs and Debugging
The available debugging thresholds are displayed in Table 5.
NOTE: Not all thresholds can be used in all configuration files. See
the procedures below for which thresholds can be used is particular
files.
Table 5.
Debugging Thresholds
Threshold
Description
Debug
Usually sufficient for diagnosing a problem. Will not affect system
performance.
Call
Tracks function entry and exit.
Trace
Provides a large amount of diagnostic information. May affect
system performance.
Stack
Provides only stacktraces, which give more debugging information
when errors and warnings occur.
Dump
Provides a very large amount of detailed diagnostic information.
Likely to affect system performance.
Off
Turns off debugging.
To enable debugging in files with a *.cfg extension:
1. In a text editor, open the desired configuration file.
2. Under the section headed [Debug Log], set the debugging threshold to
DEBUG, CALL, TRACE, or DUMP. For example:
Threshold=DEBUG
The line might already exist or you might have to add a new line.
3. Save the configuration file.
The change takes effect immediately. You do not have to restart the
application or service.
To enable debugging in files with a *.properties extension:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold>#com.spanlink …
and replace <threshold> with DEBUG, TRACE, STACK, or DUMP.
3. Locate the line that starts with:
September 2009
15
Quality Management Troubleshooting Guide
log4j.appender.DBG.Threshold=<threshold>#com.spanlink …
and replace <threshold> with the same value you used in Step 2.
4. Save the configuration file.
The change takes effect according to the splk4j.watch.check setting (by
default, within 90 seconds). You do not have to restart the application or
service.
To enable debugging in log4j files:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold> …
and replace <threshold> with DEBUG or TRACE.
3. Save the configuration file.
4. Restart the application or service for the new setting to go into effect.
Disabling Debugging
It is important to disable debugging when it is no longer needed for diagnostic
purposes. Debugging can affect the performance of your PC if it is left enabled.
To disable debugging in files with a *.cfg extension:
1. In a text editor, open the desired configuration file.
2. Under the section headed [Debug Log], set the debugging threshold to OFF.
For example:
Threshold=OFF
3. Save the configuration file.
The change takes effect immediately. You do not have to restart the
application or service.
To disable debugging in files with a *.properties extension:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold> …
and replace <threshold> with STACK.
3. Locate the line that starts with:
log4j.appender.DBG.Threshold=<threshold> …
16
September 2009
Logs and Debugging
and replace <threshold> with OFF.
4. Save the configuration file.
The change takes effect according to the splk4j.watch.check setting (by
default, within 90 seconds). You do not have to restart the application or
service.
To disable debugging in log4j files:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold> …
and replace <threshold> with INFO.
3. Locate the line that starts with:
log4j.appender.DBG.Threshold=<threshold>…
and replace <threshold> with DEBUG.
4. Save the configuration file.
5. Restart the application or service for the new setting to go into effect.
September 2009
17
Quality Management Troubleshooting Guide
ContactDelete Utility
The ContactDelete utility (ContactDelete.exe) is a command line tool that is installed
on the Database Services server in the following location:
…\Cisco\WFO_QM\bin\ContactDelete.exe
It is used to permanently delete a specified contact from the database.
Once this utility is run on a record, no calculations or contact lists will include the
deleted contact. Other than the log file, there is no audit trail indicating the record was
deleted. The deletion is permanent—the contact cannot be recovered.
The utility’s logs are defined in a properties file located at:
…\Cisco\WFO_QM\config\ContactDelete.properties
The log files are:
…\Cisco\WFO_QM\log\ContactDelete.log
…\Cisco\WFO_QM\log\ContactDelete.dbg
Using the Utility
The syntax for this utility is as follows:
ContactDelete.exe <options> <uniqueID>
where:
18
■
<uniqueID> - The unique ID of the contact to be deleted.
■
<options> - Optional command parameters. The available command
parameters are as follows.
■
-h or --help - Describes utility usage and displays any options.
■
-f or --force - Deletes contact without prompting for deletion confirmation.
September 2009
Moving the Recording Storage Location
Moving the Recording Storage Location
Follow this procedure to change the location where voice and screen recordings are
stored.
■
Voice Recordings: You can change the storage location to any local or external
folder. It is not necessary that they be stored on the machine hosting the
Voice Services.
■
Screen Recordings: You can change the storage location to any local or
external folder. It is not necessary that they be stored on the machine hosting
the Screen Services. If the Screen Services and Voice Services are on the
same server, you can elect to use the same path as is used for the voice
recordings.
NOTE: QM does not support storing recordings of the same type
(voice or screen) in multiple locations. If you set a new storage
location, all recordings of the same type must be moved to the new
location.
The procedure requires some of the QM services and applications to be stopped while
the process occurs. However, recording can still take place.
IMPORTANT: The File Transfer Servlet that is part of the Voice and
Screen services must run as a user (account) with access to whatever
location you choose for recordings.
To move the voice and/or screen recording storage location:
1. Exit and close QM Administrator.
2. Stop the QM Uploader Controller service. This prevents recordings from being
uploaded while the storage location is moved, and provides time to test if
recordings can be retrieved from the new location.
3. Back up the QM database and LDAP for disaster recovery purposes. See the
section, “Backup and Restore” in the Quality Management Administrator User
Guide for the backup procedure.
4. On the QM Services server, navigate to …\Cisco\WFO_QM\bin\ and
double-click PostInstall.exe to start the QM Configuration Setup utility.
September 2009
19
Quality Management Troubleshooting Guide
5. From the menu, choose Tools > Set Recording Home Directory to display the
Recording File Storage Location window (see Figure 3).
Figure 3.
Recording File Storage Location window
6. Select if you want to store recordings in a local or external storage location,
and then enter the desired location in the Host Name/IP Address and Storage
Location fields.
20
■
Local Storage Location. A location that is physically part of the voice or
screen server, such as an internal or external hard drive.
■
External Storage Location. A location that is not physically part of the
voice or screen server, such as a network drive.
September 2009
Moving the Recording Storage Location
7. If you selected an external location, enter the username and password
required to access that location. If the user is a domain user, enter the name
with the format <doman>\<username>.
This user must meet these requirements:
■
The user must be known to the local server (must be a local user or a
trusted domain user).
■
If the user is a domain user, the domain specified has to be trusted by the
local server. This means the QM Recording Server being configured has to
be on a domain that is in (or is trusted by) the domain entered.
■
The user must be able to log on as a service.
■
The user must have read/write access to both the external drive location
entered AND the location where QM is installed on the local server.
8. Click OK.
9. Copy the recording files from the audio folder and all subfolders (for voice
recordings) or from the video folder and all subfolders (for screen recordings)
at the old location (default location is C:\Program Files\Common Files\
QM\recordings\) to the new location. The new location must have the audio
or video folder and all its subfolders. For example:
Copy:
…old location\audio\
…old location\video\
To:
…new location\audio\
…new location\video\
10. Rename the old location audio folder and/or video folder for backup
purposes.
After you have verified that the files in the new location can be accessed (see
the procedures below) and the move was successful, this folder can be
deleted.
To verify that the moved recordings can be played back:
1. Restart the QM DB Proxy Service and the QM Tomcat service.
2. Start QM Desktop and play back at least one QM recording (if applicable) and
one archive recording (if applicable).
3. If the playbacks are successful, restart the QM Upload Controller.
September 2009
21
Quality Management Troubleshooting Guide
To verify that new recordings are uploaded to the new location:
1. With archiving enabled, make a test call from a phone that is configured to be
recorded.
2. In QM Desktop, download that call on demand on the Archive tab and play it.
You will be able to do this if the call is uploaded to the correct location.
NOTE: If you do not enable archiving, you must wait for the normal
uploading cycle to occur before you can review the call on the
Recording tab.
22
September 2009
Audit Trail Error Messages
Audit Trail Error Messages
Table 6 describes the audit trail error messages that can appear in the User
Recording Status and System Status reports generated through QM Desktop.
Table 6.
Audit trail error messages
Message
Description/Action
At least one required component
for screen recording is not
running.
Description:
A component required to record the screen
is either not running or is not installed.
Action:
In the Windows Services utility in Control
Panel, verify that the PROXY Pro Host
Service is installed and running.
Conversion from raw to spx failed.
Description:
Failed to convert the voice file from *.raw
to *spx format.
Action:
QM Desktop Recording service will convert
the file later.
Description:
The extensions from the agent’s phone
cannot be found in the inclusion list. No
recording will take place.
Action:
Add the extension(s) you want to record to
the inclusion list.
Description:
The extension number(s) for the logged-in
user have changed.
Action:
None.
Failure to update metadata record
due to invalid value for this
metadata type
<key>:<value>:<key>, <invalid
value>
Description:
The values in the metadata are not in the
correct format.
Action:
Ensure that the agent/metadata tool is
putting the date and/or number values in
the correct format. Valid formats are
specified in the Quality Management
Administrator User Guide.
Failure to update metadata record
due to invalid key <key>:<invalid
key>
Description:
The key that the metadata tool is using is
not correct according to what is defined in
QM Administrator.
Action:
Check that the metadata tool or the agent
(if they enter the key) is using the correct
key as defined in QM Administrator.
Extension number(s) is/are not in
the inclusion list: <extension
number(s)>.
Extensions changed: <extension
number(s)>
September 2009
23
Quality Management Troubleshooting Guide
Table 6.
Audit trail error messages — Continued
Message
Description/Action
Free Space <path, current (Mb)>.
Description:
Free space checks should occur
periodically. The default configuration puts
the check at every 18 seconds when free
space is less than or equal to 32000 Mb,
and every 10 minutes when free space is
greater than 32000 Mb. To be approved for
upload, free space must be greater than or
equal to the file size plus 90% of the failure
threshold. The default failure threshold is
1000 Mb. FTS uploads also write to the QM
database EventAudit table. FTS has
hardcoded warning thresholds of 32000,
16000, 8000, and 4000 Mb. Each time a
warning threshold is breached, the
appropriate message is written to the
EventAudit table and to the fts.log file.
Action:
None.
Description:
At the startup of the QM Tomcat service on
the Voice and Screen servers, if FTS is
unable to run the free space check, it turns
off future free space checks.
Action:
Troubleshoot why FTS was unable to run
the free space check.
Description:
FTS Free space checking has been turned
off by the user. By default, it is enabled.
Action:
FTS will no longer check free space for
storage on the Voice and Screen servers.
As a result, these servers might fill up until
there is no more room for more recordings.
The free space check should be enabled.
Description:
A prior free space warning has been
cancelled.
Action:
None.
Description:
A QM user with the specified version of
QM Desktop Recording service installed
has logged in.
Action:
None
Free Space: Checking free space
failed. Free space checking has
been disabled.
Free Space: Checking free space
has been manually turned off.
Free Space: Prior Warning
Cancelled. <path, current (Mb)>.
Logged in with version: <current
version>.
24
September 2009
Audit Trail Error Messages
Table 6.
Audit trail error messages — Continued
Message
Description/Action
Logged out.
Description:
A QM user has logged out.
Action:
None.
Description:
The MAC address for the agent’s phone is
not associated with the JTAPI user. No
recording will take place.
Action:
Be sure the phone is correctly configured in
Cisco Unified Communications Manager
(Unified CM). Verify the agent’s phone is
associated with the QM JTAPI user.
Description:
The QM Desktop Recording service is
connected to the QM CTI service.
Action:
None.
Description:
The QM Desktop Recording service is not
connected to the QM CTI service. No
recordings will take place.
Action:
Be sure the QM CTI server IP address is set
correctly in QM Administrator and that the
QM CTI service is running. Verify the JTAPI
user name and password are correct for
the configured QM JTAPI user.
Description:
The QM Desktop Recording server is ready
to record.
Action:
None.
Description:
The number of recorded voice files ready to
be uploaded.
Action:
None.
Recorded (voice/screen):
<number of voice and screen
files>
Description:
The number of recorded voice and screen
files ready to be uploaded.
Action:
None.
Screen recording failed to start.
Description:
Screen device failed to start recording.
Action:
Restart the QM Desktop Recording service;
systems will initialize the screen device.
Verify the PROXY Pro Host service is
running. Restart the PROXY Pro Host
service.
MAC address is not associated
with the JTAPI user: <MAC
address>.
QM CTI service is connected: <CTI
Server IP address>
QM CTI service is disconnected:
<CTI Server IP address>
QM recording software is ready to
record.
Recorded (voice): <number of
voice files>.
September 2009
25
Quality Management Troubleshooting Guide
Table 6.
Audit trail error messages — Continued
Message
Description/Action
Service is stopped while user has
not logged out: <user name>.
Description:
The QM Desktop Recording service is
stopped while the user is still logged in. No
recording will take place.
Action:
Restart the QM Desktop Recording service
or reboot the computer.
Description:
The specified user does not belong to a
team. No recording will take place.
Action:
Assign the user to an ACD or QM team and
synchronize the data with QM using
QM Administrator to initiate the
synchronization process. For quality
management recording, verify the team is
assigned to a workflow.
Description:
The QM Desktop Recording service was
unable to detect the MAC address for the
connected phone. No recording will take
place.
Action:
Be sure the agent’s phone and computer
are connected in accordance with the
section, “QM Desktop Recording Service
Requirements” in the Quality Management
Installation Guide. If a phone is no longer
detected, QM will send a message through
Mana.
This user must belong to a team
to record: <domain\username>.
Unable to retrieve phone
information.
If the agent’s phone and computer are
connected correctly and the problem still
exists, try the following.
Uploaded (voice): <number of
voice files>
26
■
Update the user’s NIC driver.
■
Run a Wireshark capture to verify that
the phone is communicating properly
with the client PC. Filter the capture
for SKINNY (or SIP in the case of a SIP
phone) to verify the phone is
forwarding its traffic to the client PC.
Description:
The number of recorded voice files that
have been uploaded to the server.
Action:
None.
September 2009
Audit Trail Error Messages
Table 6.
Audit trail error messages — Continued
Message
Description/Action
Uploaded (voice/screen):
<number of voice and screen
files>
Description:
The number of recorded voice and screen
files that have been uploaded to the server.
Action:
None.
Uploads Stopped: Not enough
free space <path>.
Description:
FTS has stopped uploading recordings to
<path> because the location at <path> is
full.
Action:
Add more storage.
Description:
The logged-in user is not configured in QM.
No recording will take place.
Action:
Use QM Administrator to configure the
user.
User is not licensed to record:
<user name>
Description:
The logged-in user is not licensed.
Action:
Use QM Administrator to license the user
and have the user log out and then log
back in to begin recording.
Voice recording failed to start.
Description:
Voice device failed to start recording.
Action:
Restart the QM Desktop Recording service;
systems will initialize the voice device.
Description:
The size of the uploaded file is zero.
Action:
None.
User is not configured to record:
<user name>.
Zero byte file uploaded: <file
name>.
September 2009
27
Quality Management Troubleshooting Guide
Troubleshooting Issues
Installation Issues
Problem
The client application installations do not download when the links on
the installation web page are clicked.
Symptom. When the install program link is clicked, a “HTTP 404—File
Not Found” error is displayed.
Cause. QM Configuration Setup was not completed successfully on the
QM server.
Solution
On the QM server, navigate to the C:\Program Files\Cisco\WFO_
QM\bin folder and double-click PostInstall.exe to launch the QM
Configuration Setup utility.
If the Tools menu is inactive, QM Configuration Setup is running in
Initial mode, indicating that it has not yet been run to completion. If this
occurs, navigate to each window and verify that all required data is
entered, and then click Finish.
If Configuration Setup starts in Initial Mode, it was not completed
correctly. Go through each window and make sure that all required data
is entered, and then click Finish.
If Configuration Setup is running in Update Mode, choose Tools >
Generate Info for MSI Clients. This operation regenerates the client
installation files in the default location. After the operation completes,
try to install the client applications from the installation web pages
again. If the problem persists, contact technical support.
Problem
The message, “Error 1500. Another installation is in progress. You must
complete that installation before continuing with this one.” is displayed
on a client desktop.
Cause. This message can appear when a user attempts to manually
upgrade the QM Desktop Recording service after Automatic Updating
has already initiated an upgrade. Because the upgrade is running in
silent mode the user may not be aware that it is running.
28
September 2009
Troubleshooting Issues
Solution
Wait five minutes to allow the automatic upgrade to complete. Then
check the Add or Remove Programs utility in Control Panel for the
version of the installed application. If the version is not correct,
manually install the upgrade.
Problem
While running QM Configuration Setup after installing QM, the following
error message is received: “Unable to get information from SQL
Server”. You are using SQL Server 2005 and a named instance, not the
default instance.
Cause. When SQL Server 2005 is installed, it also installs the SQL
Browser Service. This service is set by default to be started manually,
not automatically. It must be running in order for Configuration Setup to
run successfully.
Solution
Change the SQL Browser Service’s Startup Type from Manual to
Automatic in the Windows Services utility in Control Panel, and then run
QM Configuration Setup again.
If you are upgrading QM from an earlier version. If, after starting the
SQL Browser Service, you still receive the error message, call technical
support for assistance.
If you are installing QM for the first time. If, after starting the SQL
Browser Service, you still receive the error message, remove the
following files from the C:\Program Files\Microsoft SQL
Server\MSSQL.1\MSSQL\Data folder:
■
SQMDB.mdf
■
SQMDB_log.LDF
■
SQMREPORTDB.mdf
■
SQMREPORTDB_log.LDF
and then run QM Configuration Setup again.
IMPORTANT: Do not remove these files if you are upgrading
QM. If you do, you will lose data that was present in the
previous version of QM. In an initial installation, there is no
QM data yet, so these files are empty and can be removed.
September 2009
29
Quality Management Troubleshooting Guide
QM Configuration Setup Issues
Recording Issues
Problem
Desktop recording fails.
Symptom. No recording files are in the C:\Program
Files\Common\QM\Recordings folder on the desktop where recording
is failing.
Solution
Action:
30
Check the following possible causes and solutions:
■
Verify that the DNS is configured to resolve IP addresses and host
names. From the PC where desktop recording is failing, run the
command ping -a <Unified CM IP address>. If the ping cannot
resolve the Unified CM IP address, then neither can the
QM Desktop Recording service. Configure the DNS so that host
names and IP addresses are resolved.
■
Verify that the QM Desktop Recording service is running.
■
Verify that the phone and PC is correctly daisy-chained. The IP
phone must be directly connected to the Ethernet jack. The PC
must be connected to the phone’s PC port. The phone’s PC port
must be enabled.
■
Verify that the client PC is connecting to LDAP by verifying that the
sqmservice.dbg has a statement similar to “Connected to LDAP
server on <QM LDAP server IP address>.”
■
Verify that the Unified CM with which the phone is registered is
entered in the QM Configuration Setup Cisco Unified CM window.
■
Verify that the phone is associated with the QM JTAPI user by
verifying that cti.dbg log has the message: “MAC not in domain.
<MAC address>.com.spanlink.sqm.ctiservice.CtiException:
Specified MAC not in domain: <MAC address>.” and
sqmservice.dbg on the agent’s PC will have the message: “The
MAC address <phone’s MAC address> is not associated with the
JTAPI user.”
■
Verify that the QM CTI service is connected to the Unified CM CTI
Manger by looking into cti.dbg for the message: “SQM CTI Service
ready.”
■
Verify that the phone is configured in Unified CM according to the
Quality Management Installation Guide.
Verify the phone is properly configured in Unified CM according to the
September 2009
Troubleshooting Issues
Quality Management Installation Guide. If the phone is configured
correctly and the problem still exists, try the following.
Problem
■
Use a packet capture tool (for example, Wireshark) to verify that
the phone is forwarding RTP and phone protocol (SCCP or SIP)
traffic to the NIC card on the client PC.
■
Verify the Inclusion List node under Site Configuration in
QM Administrator is configured correctly. See the Quality
Management Administrator User Guide for more information.
Recording drops 5-10 seconds of audio near the beginning of a call.
Symptom. When CAD and QM are running on the same machine, the
recording is missing audio near the beginning of a call and the
recording quality might also be garbled.
Solution
Verify the DNS is configured to resolve host names of the CAD
Recording servers. From the PC where desktop recording is failing,
open a command window and enter ping -a <CAD Recording server
hostname>. If the ping cannot resolve the CAD Recording server
hostname, then neither can the QM Desktop Recording service.
Configure the DNS so that host names are resolved.
Problem
Playback of screen recordings fail. Voice recordings are unaffected. The
system suffered a power failure but was restarted successfully.
Solution
The path of the video folder on the Screen server changed to an
incorrect location. For example, Configuration Setup displays the
screen recording storage path as C:\Program Files\Common
Files\QM\recordings\video when they are actually located at
E:\Program Files\Common Files\QM\recordings\video. Correct the
folder path to the true location in Configuration Setup and screen
recordings will play back. If the path is configured correctly and the
problem still exists, try the following.
September 2009
■
Stop, then start the PROXY Pro Host service on the QM service.
■
Map a drive to the recording storage location from the client
running QM Desktop. If this fails, there might be a policy
restriction on the user’s Windows account.
31
Quality Management Troubleshooting Guide
Problem
The message, “Conversion from raw to spx failed” is seen multiple
times in the System Status report, but all the recordings for the
specified agent for that day were uploaded correctly.
Solution
If the staging process that occurs after the configured End Of Day is
interrupted before it is completed, you might see this error message in
the System Status report.
Part of the staging process involves converting the *.raw files to *.spx
files. The *.spx files are moved to the Staging folder, while the *.raw
files are deleted from the Daily folder. If the staging process is
interrupted after some files have been converted and the *.raw files
have been deleted, when the staging process resumes, it starts from
the beginning so that it appears to fail converting the files that it
already processed correctly before the interruption.
Examples of interruption include rebooting the PC or restarting the
QM Desktop Recording service during the staging process. In these
scenarios, no recordings are lost.
32
Problem
Unable to record calls from a SIP phone right after rebooting the PC.
Solution
To detect the connected IP phone, the QM Desktop Recording service
monitors the heartbeat messages between the Unified CM and the IP
phone. It may take up to 6 minutes after the QM Desktop Recording
service starts to properly identify a SIP phone.
Problem
When playing a contact recording for evaluation, audio and video
streams are out of sync.
Solution
Stop and then restart the playback to resync the audio and video. If that
does not work, click the Cancel button and exit the evaluation form,
then open it again and start over.
September 2009
Troubleshooting Issues
Problem
In QM Desktop, an agent’s recordings show up in the Archives tab but
do not appear on the Recordings tab.
Solution
The agent is not part of a workflow. Agents must be part of a workflow in
order for their recordings to appear on the Recordings tab. Their
recordings do show up on the Archives tab as long as archiving is
enabled.
Problem
The QM Network Recording service is stopped while an agent is on a
call, and then restarted before the call ends. The call recording only
goes until the QM Network Recording service stops, and call duration
only includes the time until the QM Network Recording service stops. It
does not include time through end-of-call.
Solution
When the QM Network Recording service is stopped, it drops the
connection to the QM CTI service, which in turn drops the connection to
JTAPI. The QM CTI service discards all history associated with that
client.
When a new connection is established, JTAPI provides a snapshot of
call events (ringing, established, etc), but does not include RTP events.
In the case of the QM Desktop Recording service (the endpoint
recording client), it will begin to record again since that service uses
only call events. However, the QM Network Recording service
(server-based recording) requires RTP events to begin recording. It will
start recording on the next RTP event (this could be after a hold on the
same call).
Problem
Playing back a screen recording prompts a username/password popup.
This typically happens when using external screen storage.
Solution
On the screen server, launch PROXY Pro Gateway Administrator (Start >
Programs > Proxy Networks > PROXY Pro Gateway Administrator).
Navigate to Gateway Security. In the right pane, click the link, Click here
to Change Operation Security. On the Operation Security tab, select the
Connect to File check box.
September 2009
33
Quality Management Troubleshooting Guide
Problem
When using server-based recording, screen recordings fail. This
typically happens when using external screen storage.
Solution
On the screen server, launch PROXY Pro Gateway Administrator (Start >
Programs > Proxy Networks > PROXY Pro Gateway Administrator).
Expand the Local Gateway node, and then expand Gateway Server
Settings. Select Gateway Security. . In the right pane, click the link, Click
here to change Operation Security. On the Operation Security tab,
select the Allow check box for the Record to File permission.
Problem
When using the QM Server API exportRecording operation to perform
server-based exporting, no export files are generated.
Solution
Try the following solutions.
■
Restart the QM Tomcat Service
■
Use QM Desktop to export to wav or wmv files
If the problem persists, contact technical support. For more
information, see the Quality Management API Programmers Guide.
Problem
After upgrading from QM 2.4, the screen portion of a recording does not
play back, but the audio portion does play back.
Solution
The upgrade from QM 2.4 to 2.6 or greater does not automatically
trigger a required server reboot. To correct the problem, reboot the
Screen Recordings server.
Problem
Contacts are not being uploaded.
Symptom. When contacts are not being uploaded, look for the
following symptoms.
■
34
The start time is off by an hour. This can happen when a time
zone changes its rules (for example, DST is changed to another
date and/or time).
September 2009
Troubleshooting Issues
■
The dbproxy.log contains the following message.
Unknown Java Timezone ID: null. Endpoint Timezone
Cause. Unable to update timezone in the data because the timezone is
not in the tzmappings files (for example, Pakistan Standard Time). The
Java version shipped with QM does not include the Windows time zone
specified in the dbproxy.log.
Solution
To update the tz database for Java to include your time zone:
1. Download the latest JDK DST Timezone Update Tool (tzupdater)
from the following URL.
http://java.sun.com/javase/downloads/index.jsp#timezone
The tool is bundled in a zip file.
2. Extract the the files from the zip file to a known directory. You can
chose to extract the file to the Java\bin folder. If you installed QM
in the the default location, the directory path is C:\Program
Files\Cisco\WFO_QM\Java\bin. If you do not know where QM is
installed, the install location is provided at HKEY_LOCAL_LOCAL_
MACHINE\SOFTWARE\Spanlink\SQM\Site Setup\Install
Directory.
3. Select Start > Run, type cmd in the Open field, and then click OK.
4. Enter the following command.
cd <directory-path>
Where <directory path> is the location of the Java\bin folder.
5. Enter the following command to check the current Java version
against the downloaded tzupdater.jar version.
java -jar <known-directory-path>tzupdater.jar -V
Where <known-directory-path> is the location of the
tzupdateder.jar file. If the tzupdater.jar is located in the Java\bin
directory, you do not need to specify the known directory path.
These commands are case-sensitive.
6. Enter the following command to update the JRE’s timezone
version.
java -jar <known-directory-path>tzupdater.jar -U
September 2009
35
Quality Management Troubleshooting Guide
7. Enter the following command to verify the current Java version is
the same as the downloaded tzupdater.jar version.
java -jar <known-directory-path>tzupdater.jar -V
If the problem persists, contact customer support.
Problem
Garbled speech appears in the QM call recording when Cisco Unified
CM-based monitoring is used.
Symptom. The speech is garbled when trying to silently monitor a
conversation.
Cause. This type of silent monitoring causes an extra stream to be sent
from the phone. The extra stream is captured by the QM recording
software (desktop or server-based) and stored in the call recording file.
This type of silent monitoring can only be used on Cisco-supported hard
phones.
Solution
Don’t use this method of silent monitoring.
QM Administrator Issues
Problem
On some windows in QM Administrator (for instance, the questions area
on the Evaluation Form Templates window), buttons appear cut in half.
Symptom. Buttons are not displayed correctly.
Cause. The Display DPI setting is set to something other than Normal.
36
Solution
In the Windows Control Panel, start the Display utility. On the Settings
tab, click Advanced. In the resulting Plug and Play Monitor Properties
dialog box, select the General tab and make sure the DPI Setting is set
to Normal size (96 dpi). Click OK twice to save and apply your settings.
Problem
In QM Administrator (Personnel > User Administration > Link Selected
Users), Active Directory users are not found if the domain is identified
by the host name. When a user is selected, the Link Selected Users
dialog is launched and domain information is displayed. However, when
September 2009
Troubleshooting Issues
Find is clicked, an error message displays indicating that no data is
available.
Cause. In Site Configuration, the Active Directory domains were added
using the host name to identify the Active Directory connection. The
connection was validated and the domain configuration was saved.
Solution
Edit the domain configuration to change the host name to an IP
address. Once changed, Active Directory data can be found in the Link
Selected Users window. If you want to continue using host names, add
the host name to the DNS path to ensure that the host name is
reachable by all computers.
Problem
QM 2.5 provided the ability to configure who can evaluate all forms
from the User Administration window. The ability to configure who can
evaluate forms in the User Administration window in QM 2.5 was lost
when upgrading to QM 2.7. The settings revert back to default settings.
Solution
QM 2.7 or greater now allows you to configure who can evaluate a new
form when it is created or modified. The evaluation and approval
settings check boxes appear on the Properties tab in the Evaluation
Form Administration window.
Problem
Not enough calls are saved for quality management workflows.
Symptom. Calls that should be saved for quality management
workflows only appear under the Archive tab in QM Desktop when an
agent shuts down or restarts their machine at the end of the day.
Solution
September 2009
Either set the End of Day time to a later time in QM Administrator or
ensure that the agent’s machine is not shut down or restarted at the
end of the day.
37
Quality Management Troubleshooting Guide
QM Desktop Issues
Problem
Reports in CSV, PDF, and XLS format do not open in Microsoft Internet
Explorer 7.
Symptom. A dialog to save the report opens but closes again very
quickly.
Solution
Clear the Confirm open after download check box for the CSV, PDF, and
XLS file types. To do this, follow these steps for each file type:
1. Double-click My Computer.
2. On the Tools menu, choose Folder Options.
3. Select the File Types tab.
4. Under Registered File Types, select the file type, and then click
Advanced.
5. Clear the Confirm open after download check box, and then click
OK.
Problem
An agent can view calls on the Dashboard tab but not on the
Recordings tab.
Cause. This happens when any of the following has occurred:
■
The agent’s team is not in a group
■
The agent is deleted from Unified CM
Solution
To see the calls on the Recordings tab, do one of the following (as
appropriate to the individual situation): add the team to a group in
QM Administrator, or add the agent in Unified CM.
Problem
The user is unable to log in.
Solution
Check the following to verify if the Windows account the user is logging
in with is the correct account:
■
38
Check the sqmservice.dbg file for the credentials the user is
using to log in.
September 2009
Troubleshooting Issues
■
Verify the Active Directory path is configured correctly in
QM Administrator under Enterprise Settings.
■
Verify the QM server is in the user’s domain, or in a trusted
domain.
■
Verify the user is synchronized in QM, linked, and licensed.
■
Verify the user account in QM was not deactivated and the agent
was not removed from Unified CCX.
Problem
In a conference call, the DNIS is shown as “Conference.”
Solution
QM uses JTAPI for call events. The Calling Number shown in QM
Desktop is the unmodified calling number. It will stay the same
throughout the call, no matter if the call is transferred or conferenced.
The Called Number shown in QM Desktop is the last route point it went
through. If the call was a direct call (or the route points are not being
monitored by the JTAPI user defined in Site Configuration in
QM Administrator) it will be the unmodified called number. It will stay
the same through transfers and conferences.
There might be cases where the unmodified calling/called number is
unknown due to devices being registered while the call is already in
progress. Refer to the JTAPI Guide for your version of Unified CM.
Service Issues
Problem
The Sync service is not synchronizing databases.
Solution
Ensure that the IP address for both Side A and Side B are correct. The
IP address and “side” are tied together and are not interchangeable.
For example, you cannot specify the IP address for Side B in the Side A
field.
Ensure that the user account under Site Configuration > Cisco Unified
CC Database > Authentication is the correct NT or SQL user.
Verify that the user is configured correctly according to the Quality
Management Installation Guide.
September 2009
39
Quality Management Troubleshooting Guide
40
Problem
When the QM Tomcat service is restarted or stopped, the process gives
a warning error message that the system is unable to stop the service.
Solution
In fact, the QM Tomcat service really is stopped at that point. It was
shut down before it was fully initialized. The user is able to manually
restart the QM Tomcat service cleanly.
September 2009
Troubleshooting Flowcharts
Troubleshooting Flowcharts
The following flowcharts explain how to diagnose and correct problems that might
occur after QM is installed. The flowcharts cover the following problems.
■
The QM Desktop Recording Service is not Recording Audio (page 41)
■
The QM Desktop Recording Service is not Recording the Screen (page 48)
■
QM Desktop does not Play Back Recordings (page 50)
■
The QM Network Recording service is not Recording Client Calls (page 51)
The QM Desktop Recording Service is not Recording
Audio
Use the following flowchart to resolve the problem when QM Desktop Recording
service is not recording audio.
September 2009
41
Quality Management Troubleshooting Guide
Figure 4.
42
QM Desktop Recording service is not recording audio
September 2009
Troubleshooting Flowcharts
Figure 4.
September 2009
QM Desktop Recording service is not recording audio — Continued
43
Quality Management Troubleshooting Guide
Figure 4.
44
QM Desktop Recording service is not recording audio — Continued
September 2009
Troubleshooting Flowcharts
Figure 4.
September 2009
QM Desktop Recording service is not recording audio — Continued
45
Quality Management Troubleshooting Guide
Figure 4.
46
QM Desktop Recording service is not recording audio — Continued
September 2009
Troubleshooting Flowcharts
Figure 4.
September 2009
QM Desktop Recording service is not recording audio — Continued
47
Quality Management Troubleshooting Guide
The QM Desktop Recording Service is not Recording
the Screen
Use the following flowchart to resolve the problem when QM Desktop Recording
service is not recording the screen.
Figure 5.
48
The QM Desktop Recording service is not recording the screen
September 2009
Troubleshooting Flowcharts
Figure 5.
September 2009
The QM Desktop Recording service is not recording the screen — Continued
49
Quality Management Troubleshooting Guide
QM Desktop does not Play Back Recordings
Use the following flowchart to resolve the problem when QM Desktop does not play
back recordings.
Figure 6.
50
QM Desktop does not Play Back Recordings
September 2009
Troubleshooting Flowcharts
The QM Network Recording service is not Recording
Client Calls
Use the following flowchart to resolve the problem when the QM Network Recording
service is not recording client calls.
Figure 7.
September 2009
The QM Network Recording service is not Recording Client Calls
51
Quality Management Troubleshooting Guide
Figure 7.
52
The QM Network Recording service is not Recording Client Calls
September 2009
Index
A
Audit trail error messages 23
C
Configuration files 13
ContactDelete utility 18
R
Recording storage location
moving 19
Registry entries
Ident 8
site setup 7
Related documentation 5
S
D
Debugging 10
disabling 16
editing configuration files 13
enabling 14
Service names and executables 6
T
Troubleshooting 28
E
Executable files 6
L
Logs 10
editing configuration files 13
message formats 12
M
Moving the recording storage location 19
Q
QM documentation 5
QM services 6
September 2009
53
Quality Management Troubleshooting Guide
54
September 2009