Cisco Unified Workforce Optimization

Quality Management Troubleshooting Guide 8.5(2) June 2011

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Contents
Introduction 7
• Documentation 7

Service Names and Executables 9

Registry Entries 11
• Site Setup Registry Entries 11

Logs and Debugging 13
• Log Message Formats 14 14 14 15 15 C++ and Java *.log file messages C++ *.dbg file messages Java *.dbg file messages • Configuration Files • About Debugging 15 18 19 20 20 20

Java (log4j) *.log file messages

Enabling Debugging in Files with a *.cfg Extension Disabling Debugging in Files with a *.cfg Extension

Enabling Debugging in Files with a *.properties Extension Disabling Debugging in Files with a *.properties Extension Enabling Debugging in log4j Files Disabling Debugging in log4j Files 21 21

Configuring the Screen Recording Gateway 23
• Configuring the Screen Recording Gateway Permissions for Administrators 23

ContactDelete Utility 29 • Using the ContactDelete Utility 29 Recording Storage Location 31 • External Storage Location Logon Requirements • Moving the Recording Storage Location • Verifying the Location of New Recordings 34 35 36 33 • Verifying that the Moved Recordings can be Played Back Live Monitoring Error Messages 37 • Common Live Monitoring Error Messages 37 38 • Live Monitoring Error Messages for Cisco Unified CCX Audit Trail Error Messages 41 • Miscellaneous Informational Messages • Event Messages • Workflow Messages • Recording Messages 42 42 43 43 47 47 41 Common Recording Messages Recording Messages for Unified CCX • Quality Management CTI Service Messages • Free Space Messages • JTAPI Messages • Metadata Messages 49 49 48 .

Troubleshooting Issues 51 • Installation Issues • Upgrade Issues • JTAPI Issues 55 56 56 56 67 70 70 71 51 53 55 • Quality Management Configuration Setup Issues • Call Detail Record • Recording Issues Common Recording Issues Recording Issues for Cisco Unified CCX • Quality Management Administrator Issues Common Quality Management Administrator Issues • Cisco Unified Workforce Optimization Issues • Service Issues 78 72 Quality Management Administrator Issues for Cisco Unified CCX Troubleshooting Flow Charts 79 • The Desktop Recording Service is not Recording Audio 79 84 86 • The Desktop Recording Service is not Recording the Screen • Cisco Unified Workforce Optimization does not Play Back Recordings • The Quality Management Server Recording Service is not Recording Client Calls 86 .

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Refer to this document when you need to troubleshoot issues for Quality Management in a Cisco Unified Contact Center Express (Unified CCX) environment. How to implement Quality Management logging. How to recognize and resolve some of the most common error conditions. Documentation The following documents contain additional information about Quality Management: • • • • • • • Cisco Unified Workforce Optimization Quality Management Application User Guide Cisco Unified Workforce Optimization Quality Management Administrator User Guide Cisco Unified Workforce Optimization Quality Management CAD Integration Guide Cisco Unified Workforce Optimization Quality Management Error Code Dictionary Cisco Unified Workforce Optimization Quality Management Installation Guide Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide Release Notes for Cisco Unified Workforce Optimization Quality Management 7 . log. and debug files.Introduction Documentation Introduction This document provides the following information for Cisco Unified Workforce Optimization Quality Management: • • • How to locate each service’s configuration. which you can use to help you monitor your Quality Management environment and troubleshoot issues.

Introduction Documentation 8 .

exe dbcleaner.exe mana.exe Table 2 lists the services for Quality Management that in appear in the Windows Services utility on the client machine Table 2.exe jetty.exe RecordServer. Services and executables on the Quality Management client machine Service Name Quality Management Desktop Recording Service Windows Media Player Network Sharing Service Executable sqmservice.exe WMPNetwk.exe SQMUploadController.Service Names and Executables Documentation Service Names and Executables Quality Management provides a set of services.exe 9 . Table 1. Table 1 lists the services for Quality Management that appear in the Windows Services utility on the Quality Management server. When you install Quality Management from the Cisco Quality Management DVD. you also install these services. Services and executables on the Quality Management server Service Name Quality Management CTI Service Quality Management Data API Service Quality Management DB Cleaner Service Quality Management DB Proxy Service Quality Management Jetty Service Quality Management Mana Service Quality Management Monitor Service Quality Management Network Recording Service Quality Management Sync Service Quality Management Upload Controller PROXY Pro Gateway Service Executable ctiservice.exe PgSvc.exe datapa.exe dbproxy.exe sync.exe MonitorServer.

Service Names and Executables Documentation 10 .

Site setup registry entries Value APP VERSION Base Host 1 BRAND string string string Type Description Version of the Quality Management software IP address of the Quality Management server Brand of Quality Management software installed 0: Cisco 1: Calabrio CALLCENTERLANG Connection Timeout dword dword Software localization language Maximum time in seconds before a connection attempt times out Context URL FirstRun string dword 1: Configuration Setup has run to completion 0: Configuration Setup has not run to completion INSTALL DIRECTORY string Root directory of the Quality Management installation Base installation directory for the Quality Management software Host name or IP address of the Quality Management services INSTALLDIR string IOR HOSTNAME string 11 .Registry Entries Site Setup Registry Entries Registry Entries Quality Management modifies the registry entries when you install Quality Management on a machine. Site Setup Registry Entries The location of the site setup registry is: HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\QM\Site Setup Table 1 shows site setup registry entries for Quality Management. Table 3.

Registry Entries Site Setup Registry Entries Value MONITOR DEVICE string Type Description The ID of the network adapter used to filter Real-time Transport Protocol (RTP) packets for voice recording ProductCode_Server Root URL Serial Number Service Password Service User Surrogate Host 1 string string dword string string string Host name or IP address of the Quality Management Data API service Host name or IP address of the backup Quality Management Data API service Quality Management Data service port number Backup Quality Management Data services port numbers Surrogate Host 2-5 string Surrogate Port 1 dword Surrogate Port 2-5 dword 12 .

You can also identify the destination where the log statements are written. that selects only the log statements you want to see. The default configuration settings limit each log and debugging file to a maximum of 10 MB and 20 rolling files for Quality Management services and 5 MB and 5 rolling files 13 .Logs and Debugging Site Setup Registry Entries Logs and Debugging You probably will never need to change the default Quality Management logging settings. However. Understanding how Quality Management implements logging will help you work with TAC to resolve your issues more quickly and easily. Each application and service creates two files: • Log files (LOG file extension): The log files contain status messages and. you define the logging level. including problems. if problems occur. the WARN threshold is higher than the INFO threshold. Debugging files (DBG file extension): The debugging files are empty when you disable debugging. See the Error Code Dictionary for more information on error codes. which has to do with the severity of the event the statement describes and the amount of information the statement contains. For example.\Cisco\WFO_QM\log . A log file associates each message with an error code. When you enable debugging (the default setting). The default settings are usually sufficient for debugging issues in your Quality Management environment. Table 4. These thresholds are organized in order of their severity. Applications and services use logging to report their current status. warning and other error messages. or threshold. • Table 1 shows the location of the log and debugging files. Every log statement is associated with a specific threshold. which in turn is higher than the DEBUG threshold. occasionally TAC encounters tough issues that require more scrutiny. where < user profile or home share> is the user ID. Log and debugging files location Where Used Server Computer Desktop Folder Location .\<user profile or home share>\QM\log. the files contain diagnostic information that can help resolve issues. To identify which log statements Quality Management should write... With Quality Management you can pick and choose which log statements are written and where these statements are written.

Quality Management creates the <name>0002.log. Quality Management closes and renames it.log <name>0002. C++ *. C++ and Java *. Java configuration files (properties extension) produce logs using this numbering scheme: <name>. Only one of the two logs is active at any given time.log and reuses it.log is full. When the <name>0001.log.log <name>.log is full.dbg file extension.log file messages <timestamp> <level> <error code> <error text> 2007-02-28 09:29:11. but with the *. Debug logs follows the same numbering scheme. The process repeats as Quality Management fills each log. and then starts a new debug file.1 Quality Management creates the <name>. The <name>.log file.log file is always the active file.log.dbg file messages <timestamp> <level> [<thread ID>] <text> 2007-02-28 14:51:13. 14 . C++ configuration files (CFG extension) produce logs using this numbering scheme: <name>0001. when a service’s log or debug file reaches 10 MB. For example. When it is full. Quality Management saves it the <name>. When the <name>0002.Logs and Debugging Log Message Formats for applications.723 DEBUG [0xaa8] CSqmcApiBase::_doRecovery: Connected to QM Controller. An example follows each message format.723 INFO ABCD1234 Successfully launched update.log Quality Management initially creates the <name>0001. Log Message Formats The various log and debug file messages use the following message formats. Quality Management clears the <name>0001.log.1 file.

Quality Management configuration files and log files on the server Service / Application Backup and Restore Configuration File bars.dbg file messages <timestamp> <level> [<thread name>|<class>#<method>:<line>] <text> 2007-04-07 15:04:31.properties ctiservice. Table 1 displays the Quality Management configuration files and log files on the server.dbg CTI ctiservice. Table 5.log ctiservice. CAUTION: Edit configuration files only as described in this section.morepackages.calabrio. The …\Cisco\WFO_QM\config folder on the client or server computer contains most of the configuration files except where noted in Table 1 and Table 2. You can edit these files in a text editor such as Windows Notepad to change the logging and debugging parameters.log datapa. [Thread-2|Init#run:113] Java (log4j) *.log bars.properties bars.Logs and Debugging Configuration Files Java *.Init] Started.dbg Log File ContactDelete utility contactdelete.properties ContactDelete.log ContactDelete.dbg Data API datapa.954 STACK Started. Improper changes can result in logging and/or program failure. Configuration Files Each application and service has an associated configuration file that controls logging and debugging.properties datapa.dbg. It is recommended that you make a safety backup of any file you edit before you make changes to it.log file messages <timestamp> <level> [<thread name>] [<class>] <text> 2007-04-07 14:54:00.067 INFO [Thread-2] [com.N 15 . including the possible loss of data.

dbg Locale Quality Reports locale.log ctiservice.log C1SurrogateNNNN.properties mana.dbg dbproxy.cfg splkSqmCTIserviceNNNN.properties Log File dbcleaner.log splkSqmCTIserviceNNNN.log SQMR.dbg splkSqmManaService.log mana.log exportedRecordings.log fts.dbg splkSqmCTIservice.properties licensing.dbg licensing.properties dbproxy.log dbproxy.properties fts.log licensing.dbg C1Surrogate.properties ctiservice.dbg DB Sync dbsync. dbg 16 .log dbsync.properties None exportedRecordingServlet.log dbcleaner.log ctiservice.log jetty-service4j.properties exportedRecordings.dbg File Transfer Servlet (FTS) License Servlet fts.dbg manaservice.cfg splkSqmManaServiceNNNN.dbg jetty-request-YYY_MM_ DD. log splkSqmManaServiceNNNN.dbg codo.dbg Quality Reports Quality Management CTI Service Quality Management CTI Service Quality Management Jetty Service Quality Management Jetty Service Quality Management Jetty Service Quality Management Jetty Service Quality Management Mana Service Quality Management Mana Service reportConfig.properties SQMR.properties SQMR.properties C1SurrogateNNNN.properties qmr.Logs and Debugging Configuration Files Service / Application DB Cleaner DB Proxy Configuration File dbcleaner.properties dbsync. properties jetty.

properties admin.log dbUpload.Logs and Debugging Configuration Files Service / Application Quality Management Monitor Service Quality Management Network Recording Quality Management Sync Service Quality Management Sync Service Quality Management Upload Controller Quality Management Upload Controller Configuration Setup Configuration Setup Configuration File MonitorServer. postinstall.log postinstall.cfg Log File MonitorServerNNNN.dbg postinstall.properties postinstall.dbg sync.cfg RecordServerNNNN.cfg Calabrio Quality Management Software Update Log. Quality Management configuration files and log files on the client Service / Application Quality Management Administrator Configuration Setup Desktop Recording Configuration File admin.log MonitorServerNNN. SQMUploadControllerNNNN.log sync.dbg 17 .cfg Log File SqmServiceNNNN.txt (located at C:\Documents and Settings\Local Settings\Temp\) Table 2 displays the Quality Management configuration files and log files on the client.cfg DirAccessSynSvrNNNN.dbg SQMUploadController.log.dbg RecordServer.dbg postinstall.log admin.properties postinstall. DirAccessSynSvrNNNN.log SqmServiceNNNN.dbg SqmService.log RecordServerNNNN.log. Table 6.cfg SQMUploadControllerNNNN.properties sync.dbg dbUpload.dbg True Update SplkUpdate.log postinstall.properties sitedefaults.log.properties dbUpload.dbg DirAccessSynSver.

Configuration files location Where Used Server Computer Desktop Folder Location .properties media-player. Table 1 shows the location of the configuration files.cfg extension Java files that use the *.log splkUpdateNNNN. the slower the performance of your server and the bigger the size of the debug file. note that the more detail the debugging threshold provides.log media-player..Logs and Debugging About Debugging Service / Application True Update Configuration File splkUpdate.\Program Files\Common Files\QM\config Quality Management uses the following configuration files: • • • C++ files that use the *.dbg NOTE: These logs are located in one of the following locations: • XP: C:\Documents and Settings\<username>\log\me dia-player Vista: C:\Users\<username>\log\m edia-player • About Debugging Quality Management allows you to configure the debugging thresholds that help you diagnose problems.cfg Log File splkUpdateNNNN.properties extension Java files whose file names begins with “log4j” 18 .\Cisco\WFO_QM\config . Table 7.dbg Media Player media-player.. Quality Management enables debugging by default. When enabled.

cfg Extension TASK 1. May affect system performance. CALL. Debugging Thresholds Threshold DEBUG Debugging Usually sufficient for diagnosing a problem. Provides only stack traces. For example: EXAMPLE: Threshold=DEBUG ADDITIONAL INFORMATION: The threshold value must be all caps (for example. 3. Under the section headed [Debug Log]. Save the configuration file. Tracks function entry and exit. STEP RESULT: The change takes effect immediately. Likely to affect system performance. Does not affect system performance.Logs and Debugging About Debugging Each type of file uses a different syntax to enable and disable debugging. 19 . CALL TRACE STACK DUMP OFF Enabling Debugging in Files with a *. TRACE. DEBUG) and there should be no spaces on either side of the equal sign (=). In a text editor. Provides a very large amount of detailed diagnostic information. or DUMP. Debugging can affect the performance of other applications running on your PC when enabled. You do not have to restart the application or service. 2. NOTE: Disable debugging when it is no longer needed for diagnostic purposes. Provides a large amount of diagnostic information. set the debugging threshold to DEBUG. Table 1 describes the available debugging thresholds. The line might already exist or you might have to add a new line. which give more debugging information when errors and warnings occur. open the desired configuration file. Table 8. Turns off debugging.

check setting (by default. In a text editor.calabrio … 5.watch. For example: EXAMPLE: Threshold=OFF ADDITIONAL INFORMATION: The threshold value must be all caps (for example. Replace <threshold> with DEBUG. In a text editor. 2. STACK. 2. set the debugging threshold to OFF.appender.cfg Extension TASK 1. Replace <threshold> with STACK. Replace <threshold> with the same value you used in Step 2. Disabling Debugging in Files with a *. Under the section headed [Debug Log].DBG. STEP RESULT: The change takes effect according to the splk4j.Threshold=<threshold> … 5.Logs and Debugging About Debugging Disabling Debugging in Files with a *. open the desired configuration file. within 90 seconds). Locate the line that starts with: EXAMPLE: log4j. 20 . Locate the line that starts with: EXAMPLE: log4j. You do not have to restart the application or service. 2.properties Extension TASK 1. You do not have to restart the application or service. Save the configuration file. In a text editor. Enabling Debugging in Files with a *. 3.appender. 4. open the desired configuration file.Threshold=<threshold>#com. Replace <threshold> with OFF. Locate the line that starts with: EXAMPLE: log4j. OFF) and there should be no spaces on either side of the equal sign (=).DBG. or DUMP. TRACE. STEP RESULT: The change takes effect immediately. 4. Save the configuration file.rootLogger=<threshold>#com. open the desired configuration file. Locate the line that starts with: EXAMPLE: log4j. 6.properties Extension TASK 1.rootLogger=<threshold> … 3.calabrio … 3.

open the desired configuration file. Locate the line that starts with: EXAMPLE: log4j.DBG. open the desired configuration file. Save the configuration file. In a text editor. Replace <threshold> with DEBUG. Save the configuration file. 2. Save the configuration file. STEP RESULT: Restart the application or service for the new setting to go into effect. Disabling Debugging in log4j Files TASK 1. In a text editor.rootLogger=<threshold> 3. Locate the line that starts with: EXAMPLE: log4j. 2. Replace <threshold> with INFO. 6. Enabling Debugging in log4j Files TASK 1. Locate the line that starts with: EXAMPLE: log4j.Threshold=<threshold> 5. Replace <threshold> with DEBUG or TRACE.check setting (by default. within 90 seconds). You do not have to restart the application or service.Logs and Debugging About Debugging 6. STEP RESULT: The change takes effect according to the splk4j.appender. 21 . 4.watch.rootLogger=<threshold> 3. 4. STEP RESULT: Restart the application or service for the new setting to go into effect.

Logs and Debugging About Debugging 22 .

23 .Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Configuring the Screen Recording Gateway After you install the Quality Management services and successfully run Configuration Setup. choose Local Gateway > Gateway Server Settings > General Settings. 2. This topic applies only to systems that include screen recording (AQM license). On the server that hosts the Server Recording service and the server that hosts the Quality Management Voice and Screen services. Configuring the Screen Recording Gateway Permissions for Administrators Use this task to configure the Screen Recording Gateway permissions for administrators. you must manually configure the Screen Recording Gateway permissions for administrators on the server that hosts the Server Recording service and the server that hosts the Voice and Screen services. TASK 1. From the navigation tree in the left pane. launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator).

screen recording fails to start for Server Recording. Figure 1. General Settings Properties dialog box 4. ADDITIONAL INFORMATION: If you do not select this check box. STEP RESULT: The General Settings Properties dialog box appears (Figure 1). Select the Automatically Move Newly Discovered Workstations from “Unmanaged Hosts” to the “All Hosts” group check box and then click OK. 24 . Right-click the General Settings node and select Properties from the popup menu.Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 3.

ADDITIONAL INFORMATION: If you do not select this check box. choose Use Host Settings for Screen Capture Preferences. Figure 2. In the Screen Capture Preferences section. General Settings Properties dialog box: Recording tab 6. STEP RESULT: The Recording tab appears (Figure 2). Click the Recording tab.Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 5. PROXY Pro Gateway uses Kernel mode and might fail to record the screen or generate performance-related issues. 25 .

Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 7. and from the right pane. STEP RESULT: The Protocol tab appears (Figure 3). Configuration Setup fails to complete. Click the Protocols tab. General Settings Properties dialog box: Protocols tab. and any component that communicates to Jetty via SSL will fail because PROXY Pro Gateway is using SSL port. clear the Enabled check box. In the navigation tree. Jetty does not provide an error message for this issue. 8. Figure 3. select the Gateway Security node. ADDITIONAL INFORMATION: If you select this check box. Under SSL Protocol. click the Click Here to Change Operation Security link. 9. 26 .

On the server that hosts the Quality Management Voice and Screen services. select the Allow check box for Connect to File. enable permissions for administrators as follows: – – On the server that hosts the Quality Management Network Recording service. select the Allow check box for Record to File. Gateway Security Properties dialog box: Operation Security tab 11. 27 . Click OK. 12. Click the Operation Security tab. On the Operation Security tab. Figure 4. STEP RESULT: The Operation Security tab on Gateway Security Properties dialog box appears (Figure 4).Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 10.

Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 28 .

Only the log file indicates the deletion of the record. The ContactDelete utility resides on the Quality Management server.properties The log and debugging files are: …\Cisco\WFO_QM\log\ContactDelete. The audit trail does not indicate the deletion of the record.dbg Using the ContactDelete Utility The syntax for this utility is as follows: ContactDelete.ContactDelete Utility Using the ContactDelete Utility ContactDelete Utility The ContactDelete utility (ContactDelete.log …\Cisco\WFO_QM\log\ContactDelete. The location of the ContactDelete utility is: …\Cisco\WFO_QM\bin\ContactDelete.exe <options> <contact ID> Where: • • <contact ID>—The contact ID of the contact you want to delete. The deletion is permanent—you cannot recover the contact. <options>—Optional command parameters. 29 . A properties file contains the ContactDelete utility’s logs. The available command parameters are as follows. The location of the properties file is: …\Cisco\WFO_QM\config\ContactDelete. -f or -force—Deletes contact without prompting for deletion confirmation.exe) is a command line tool. the utility deletes the contact from the calculations and contact lists.exe Use the ContactDelete utility to permanently delete a specified contact from the database. When you run this utility on a record. – – -h or -help—Displays additional help information and any options.

ContactDelete Utility Using the ContactDelete Utility 30 .

You can change recording storage location from the Recording File Storage Location window (Figure 1) in the Quality Management Configuration Setup utility (Tools > Set Recording Home Directory).Recording Storage Location Using the ContactDelete Utility Recording Storage Location You specify the recording storage location when you install Quality Management. Recording File Storage Location window 31 . If you set a new storage location. Figure 5. recording can still take place. you must temporarily stop some of the Quality Management services and applications. you must move all recordings of the same type to the new location. You can change the recording storage location for the voice records and screen records after installation. When you change the recording storage location. NOTE: Quality Management does not support storing recordings of the same type (voice or screen) in multiple locations. However.

Recording Storage Location Using the ContactDelete Utility The following table describes the fields. You do not need to store screen recordings on the machine hosting the Screen Services. A location that is not physically part of the voice server or screen server. A location that is physically part of the voice server or screen server. Enter the folder path for the location of the voice recordings or click Browse and navigate to the folder where the voice recordings reside. such as a network drive. Field Voice Recordings Description You can change the storage location to any local or external folder. In a multiple server configuration. The host name or IP address identifies where Voice Services are installed. If the Screen Services and Voice Services reside on the same server. The host name or IP address identifies the server where the screen recordings reside. You can change the storage location to any local or external folder. you can use the same path used for the voice recordings. the installation location of Voice Services can be identified by the Jetty and Proxy Gateway services. You do not need to store voice recordings on the machine hosting the Voice Services. This field does not identify the location where screen recordings are stored. Host Name/IP Address Local Storage Location External Storage Location Storage Location Screen Recordings Host Name/IP Address 32 . such as an internal or external hard drive.

Recording Storage Location External Storage Location Logon Requirements

Field Use Same Path as Voice Recordings

Description Select this check box if the Screen Services and Voice Services are on the same server and you want to use the same path for screen recordings and voice recordings. Enter the folder path for the location of the screen recordings or click Browse and navigate to the folder where the screen recordings reside. The username required to access the external storage location. If the user is a domain user, enter the name with the format <domain>\<username>. See “External Storage Location Logon Requirements” on page 4 for more information. The password required to access the external storage location.

Storage Location

Username

Password

External Storage Location Logon Requirements
You need a username and password to access an external storage location. The user must meet these requirements: • • The local server knows the user (that is, a local user or a trusted domain user). If you are using domains, the user belongs to a trusted domain and the local server recognizes the trusted domain. This means the Recording Server belongs to a domain that includes or trusts the domain entered. The user can log on as a service. The user has read/write access to both the external drive location entered AND the Quality Management location on the local server.

• •

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Recording Storage Location Moving the Recording Storage Location

Moving the Recording Storage Location
PREREQUISITE: The Jetty Service that is part of the Voice and Screen services must run as a user (account) with access to whatever location you choose for recordings. This task describes how to move the voice and/or screen recording storage location.

TASK
1. Exit and close Quality Management Administrator. 2. Stop the Quality Management Upload Controller service. STEP RESULT: This prevents recordings from being uploaded while the storage location is moved, and provides time to test if recordings can be retrieved from a new location. 3. Back up the Quality Management database for disaster recovery purposes. ADDITIONAL INFORMATION: See “Backup and Restore” in the Installation Guide for more information. 4. On the Services Server, navigate to ...\Cisco\WFO_QM\bin and double-click PostInstall.exe to start the Configuration Setup utility. 5. From the menu, choose Tools > Set Recording Home Directory. STEP RESULT: The Recording File Storage Location window appears. 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. 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 <domain>\<username>. 8. Click OK.

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Recording Storage Location Verifying that the Moved Recordings can be Played Back

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) from the old location to the new location. (The default location is C:\Program Files\Common Files\QM\recordings\). The new location must have the audio folder or video folder and all related sub folders. For example: 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. 11. Verify you can access the files in the new location. See “Verifying that the Moved Recordings can be Played Back” on page 1. 12. If the move was successful, delete the folder in the old location.

Verifying that the Moved Recordings can be Played Back
When you change the recording storage location, use this task to verify the files moved successfully.

TASK
1. log in to Cisco Unified Workforce Optimization and play back at least one Quality Management recording (if applicable) and one archive recording (if applicable). 2. If the playbacks are successful, restart the Quality Management Upload Controller.

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Recording Storage Location Verifying the Location of New Recordings

Verifying the Location of New Recordings
PREREQUISITE: You must enable archiving. NOTE: If you do not enable archiving, you must wait for the normal uploading cycle to occur before you can review the call from the Recordings application. After you change the recording storage location, use this task to verify new recordings uploaded to the new location.

TASK
1. With archiving enabled, make a test call from a phone configured for recording. 2. In Cisco Unified Workforce Optimization, download that call on demand from the Recordings application and play it. STEP RESULT: The call uploads if it is in the correct location.

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Live Monitoring Error Messages Common Live Monitoring Error Messages

Live Monitoring Error Messages
This topic explains the various messages that might appear in Live Monitoring when attempting to live-monitor calls. These messages are displayed temporarily at the top of the page as status messages. All status messages appear in the Status window (displayed when you click the Status button) for as long as the Live Monitoring application is open. All Live Monitoring error messages are prefixed with “Live Monitor (‘<first name>’ ‘<last name>’”, where <first name> and <last name> are the first and last name of the person of whom the monitoring attempt is made. In all cases when these error messages are displayed, the call cannot be monitored.

Common Live Monitoring Error Messages

There are no active calls on the target device. Description. This error is unlikely, because Live Monitoring should prevent attempts to monitor users who do not have an active call. However, there could be a race condition where the call ends at the same time a request is made to monitor the call. Action. Try the following actions. • • Monitor the call again. Refresh the browser page.

The provided extension cannot reach the extension of the user to be monitored. Description. The monitor calling search space for the extension entered in My Extension does not include the agent line or device partition to allow monitoring the agent. Action. Configure the monitor calling search space for the extension to include the agent line or device partition to allow you to monitor the agent. Timeout error. Description. The request to monitor was sent, but no response was received after 30 seconds. This is unlikely, but probably due to a very busy system that is slow in other ways. Action. Try to monitor the agent again. You might have to wait until the system is not so busy.

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Verify the device number of the user you want to monitor. Action. If you still receive the error message. This is the most common error that can occur. If there is a problem with the phone’s built-in bridge. For example. It is due to one of the following: • • You entered a number that does not exist on the Unified CM. 38 . It could potentially happen if the user configuration is actively being edited while Live Monitoring is running. The device to be monitored is not in the provider’s domain. Add the supervisor device to the JTAPI User. check that the user is properly configured for recording and monitoring on both the Unified CM and in Quality Management. and you entered only the last four digits (the extension). If the call is already being monitored. The provided extension is not a valid extension on the Unified Communications Manager of the user you are trying to monitor. Description. Make sure that is configured correctly in Unified CM.” The number you entered is correct. or is unavailable. you entered “5555” but the Unified CM requires “763-555-5555. Action. The call you are trying to monitor is on a phone that does not have a built-in bridge. You tried to monitor a user who is not configured for recording.Live Monitoring Error Messages Live Monitoring Error Messages for Cisco Unified CCX Live Monitoring Error Messages for Cisco Unified CCX The extension is not configured properly for silent network monitoring. • Action. and make sure that the JTAPI User has call monitoring privileges. Reload Live Monitoring in the browser. The target device is being monitored by someone else. However. The Unified CM is configured so that it requires you to enter the entire 10-digit phone number. This error is uncommon because Live Monitoring should not present users who are not configured for recording. Description. turn on the built-in bridge in Unified CM. This error has two primary causes: • • The call is already being monitored by someone else. Description. Description. or the built-in bridge has not been turned on in Unified CM Administration. This application user is referred to as the JTAPI User in Configuration Setup. the user you are trying to monitor is on a different cluster. Action. The extension entered in My Extension was not added to the Unified CM application user group that was configured for call monitoring. has no built-in bridge. or replace the phone with a model that has a built-in bridge. it exists on your Unified CM. and it is configured correctly. wait and try to monitor the call at a later time.

The extension is part of the JTAPI application user. 39 . The extension might be incorrectly configured for one of the following reasons: • • • The extension is not configured correctly in Unified CM. this message is displayed instead of the actual error message. Action. The extension is not in the correct monitor calling search space. Description.Live Monitoring Error Messages Live Monitoring Error Messages for Cisco Unified CCX The live monitor request failed. but it is not configured correctly so you cannot monitor an agent. Due to a software error.” This error message appears when the extension is valid and is known to the Unified CM. Make sure that the supervisor extension is part of the JTAPI user and has a calling search space for the extension that includes the agent line or device partition to allow monitoring the agent. “The Unified CM rejected the request to silently monitor this extension.

Live Monitoring Error Messages Live Monitoring Error Messages for Cisco Unified CCX 40 .

The Quality Management user’s machine is running the specified version of Desktop Recording service. Action. None. The Quality Management user’s machine is running the current version of the client application. Current client version: <current version>. None. Description. Action. The extension numbers for the logged-in user have changed. Action. 41 . None. Action. Logged out. Description. Description. Logged in with version: <current version>. A Quality Management user has logged out. Miscellaneous Informational Messages Extensions changed: <extension numbers> Description. None. Action. Description. None. A voice recording was uploaded.Audit Trail Error Messages Miscellaneous Informational Messages Audit Trail Error Messages This topic describes the audit trail error messages that can appear in the User Recording Status and System Status reports generated through Cisco Unified Workforce Optimization. A Quality Management user logged into their machine. Uploaded (voice): <ID>.

42 . Description. Assign the user to an archive workflow if you want this user’s calls to be recorded. No recordings will be made. but is not assigned to an archive workflow. no recordings will be made for this user. Action. Action. Socket communications between the client and Quality Management server stopped. Description. Wrong client version: <current version>. The user is not assigned to a quality management workflow or an archive workflow. As a results. Uninstall the old Desktop Recording services. Workflow Messages This user does not have an assigned workflow and is not configured for archiving. Action. no recordings will be made for this user. No recordings will be made. Description. None.Audit Trail Error Messages Event Messages Event Messages Client heartbeat has stopped Description. Action. This user has only compliance licensing with no archive workflow. The user has a Call Recording license. Assign the user to a workflow if you want this user’s calls to be recorded. As a results. The Desktop Recording service is not running the current version. and then install the current version of the Desktop Recording service.

Action. Action. This message specifies the number of uploaded voice and screen files. QM recording software is ready to record. None. Verify the Screen Recording (PROXY Pro Gateway) service is running. Description. 43 . Quality Management does not record calls. Restart the Screen Recording (PROXY Pro Gateway) service. Recorded (voice/screen): <number of voice and screen files> Description. None. Action. Description.raw to *spx format. Description. Conversion from raw to spx failed Description. Action. Extension number(s) is/are not in the inclusion list: <extension numbers>. Add the extensions you want to record to the inclusion list. Action. Restart the Desktop Recording service.Audit Trail Error Messages Recording Messages Recording Messages The audit trail messages for recording issues are as follows. Description. The Desktop Recording service failed to start recording. verify that the Screen Recording (PROXY Pro Gateway) service is installed and running. Action. The Desktop Recording service is ready to record. None. Quality Management will initialize the screen device. The extensions from the agent’s phone is not in the inclusion list. Description. Failed to convert the voice file from *. Screen recording failed to start. In the Windows Services utility in Control Panel. None. A component required to record the screen is either not running or not installed. Uploaded (voice/screen): <number of voice and screen files> Description. None (the Desktop Recording service converts the file later). Action. Action. The number of recorded voice and screen files ready to be uploaded. Common Recording Messages Recorded (voice): <number of voice files>. The number of recorded voice files ready to be uploaded. At least one required component for screen recording is not running.

• Uploaded (voice): <number of voice files> Description. Quality Management sends a message through Mana. Action. Action. This user must belong to a team to record: <domain\username>. Description. Quality Management does not record calls. Description. Quality Management will initialize the screen device. If the agent’s phone and computer are connected correctly and the problem still exists. Action. Service is stopped while user has not logged out: <user name>. This message specifies the number of uploaded voice files. Description. Action. • • Update the user’s NIC driver. Action.Audit Trail Error Messages Recording Messages Screen recorder not responding. Restart the Screen Recording (PROXY Pro Gateway) service. The user is logged into Cisco Unified Workforce Optimization but cannot record calls. The specified user does not belong to a team. Restart the Desktop Recording service. The Desktop Recording service is stopped while the user is still logged in. Unable to retrieve phone information. Use Quality Management Administrator to configure the user to record calls. verify the team is assigned to a workflow. try the following. Assign the user to an ACD or Quality Management team and synchronize the data with Quality Management using Quality Management Administrator to initiate the synchronization process. You must configure the user to record calls in Quality Management Administrator. “Desktop Recording Service Requirements” in the Installation Guide. Description. Verify the agent’s phone and computer are connected in accordance with the section. User is not configured to record: <user name>. If Quality Management no longer detects the phone. For quality management recording. Restart the Desktop Recording service or reboot the computer. The Desktop Recording service was unable to detect the MAC address for the connected phone. Quality Management does not record calls. Action. 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. The Desktop Recording service failed is not responding. Description. Verify there is no security software or virus checking software that is blocking the Voice VLAN traffic from the phone. None. Verify the Screen Recording (PROXY Pro Gateway) service is running. 44 . Run a Wireshark capture to verify that the phone is communicating properly with the client PC. Quality Management does not record calls.

Make a test call to ensure the . so calls are not being recorded for that device. Make sure the device is configured in Unified CM and Quality Management Administrator. Add a new Server Recording server or Network Recording server. Action. 45 . Verify the phone configuration. Then tell the user to log out and then log back in to begin recording. Restart the Desktop Recording service. The concurrent recordings on the Quality Management Server Recording server or Network Recording server reached the maximum amount configured for the server. Another recording server is recording calls for the device. Description. Recording stops until more free space becomes available. Ensure the Server Recording server or Network Recording server is up and running. Calls are being recorded for a device that is not configured for this record server: <device name> Description. Zero byte file uploaded: <file name>. Remove unnecessary files or move files to a backup location.Audit Trail Error Messages Recording Messages User is not licensed to record: <user name> Description. Description. The size of the uploaded file is zero. The user is logged into Cisco Unified Workforce Optimization but cannot record calls. This is a possible failover situation. Action. The expected Server Recording server or Network Recording server is not recording calls for the device.raw files are growing in size during the call. Verify the configuration is correct. Action. Voice recording failed to start. Description. Action. Action. Voice device failed to start recording. Action. Quality Management initialize the voice device. Action. You must license the user to record calls in Quality Management Administrator. Calls are not being recorded for devices that are not configured in QM for network recording: <device name> Description. Not enough free disk space to continue recording: <path> <remaining free space> Description. This indicates RTP was not delivered to the PC from the phone. A device is not configured in Quality Management Administrator for Server Recording (SPAN) or Network Recording. The maximum number of concurrent recordings was reached on Quality Management Recording server. Use Quality Management Administrator to license the user.

Action. configure Quality Management to support the Unified CM associated with this phone. the previous disk space warning is cancelled. Action. More disk space is now available. CCM detected is not configured in QM: <CCM> Description. Free disk space is approaching the minimum amount of free disk space required. Therefore. Free disk space is approaching the threshold where recording will stop: <path> <remaining free space> Description. The concurrent recordings on the Quality Management Server Recording server or Network Recording server is approaching the maximum amount configured for the server. recording will stop. The Unified CM associated with this phone is not configured in Quality Management. Prior free disk space warning cancelled: <path> <remaining free space> Description.To use this phone. Remove unnecessary files or move files to backup location. Action. None. Consider adding a new Server Recording server or Network Recording server. Action. When the amount of free disk space reaches the minimum required.Audit Trail Error Messages Recording Messages Approaching the maximum number of concurrent recordings on Quality Management Recording server: <number of concurrent recordings>/<maximum number of concurrent recordings> Description. 46 .

The Desktop Recording service is connected to the Quality Management CTI service. are not supported for silent monitoring and recording. No voice streams will be seen by the desktop monitor module. If the PC Port is not enabled. The agent’s desktop is monitored using desktop monitoring. in the Product Specific Configuration section of the Device Configuration screen. In Unified CM Administration. Your attempt to record the agent’s customer contact results in an empty recording. PC Voice VLAN Access—Enabled. If the Device Security Mode is set to Encrypted. None. Action. no voice steams will be seen by the desktop if the desktop is not a member of the same VLAN as the phone.Audit Trail Error Messages Quality Management CTI Service Messages Recording Messages for Unified CCX No packets were received for at least the first 15 seconds of the call: <device name> Description. such as G. If the Span to PC Port is not enabled.711 or G. When you are monitoring an agent’s customer contact. Quality Management CTI Service Messages QM CTI service is connected: <CTI Server IP address> Description.729 codecs. you can hear nothing. Other codecs. The following device settings are required for desktop monitoring to function correctly in Quality Management. Configure those that do appear for your device and Unified CM version. configure these settings: • PC Port—Enabled. an error message indicates no packets are being received. the agent PC that is connected to the port will not have network access. If the PC Voice VLAN Access is not enabled. • • In the Device Information section of the Device Configuration screen. Action. causing the speech to be garbled. After 15 seconds. Span to PC Port—Enabled. 47 . NOTE: Not all devices or Unified CM versions use all these settings. You must also configure the agent phones to use the G. the voice streams can be seen but will not be converted correctly. the voice streams seen by the phone will not be seen by the desktop monitor module.722. configure this setting as follows: • Device Security Mode—Non-Secure or Authenticated.

By default. At the startup of the Quality Management Jetty service on the Voice and Screen servers. Action. Description. Description. Free Space: Checking free space has been manually turned off. 8000. Free Space: Prior Warning Cancelled.Audit Trail Error Messages Free Space Messages QMCTI service is disconnected: <CTI Server IP address> Description. 16000. Quality Management does not record calls. Free space checks should occur periodically.log file. FTS uploads also write to the Quality Management database EventAudit table. free space must be greater than or equal to the file size plus 90% of the failure threshold. Quality Management writes the appropriate message to the EventAudit table and to the fts. None. Enable free space checking. This message appears when a user turned off FTS Free space checking. Description. Troubleshoot why FTS was unable to run the free space check. FTS no longer checks free space for storage on the Voice and Screen servers and these servers might fill up until there is no more room for more recordings. Action. Action. current (Mb)>. if FTS is unable to run the free space check. Free space checking has been disabled. <path. Description. A prior free space warning has been cancelled. Verify the JTAPI user name and password are correct for the configured Quality Management JTAPI user. Before uploading a file. Verify the Quality Management CTI server IP address is set correctly in Quality Management Administrator and that the Quality Management CTI service is running. The default configuration checks every 18 seconds when free space is less than or equal to 32000 Mb. and 4000 Mb. Each time the amount of free space breaches the warning threshold. None. Action. Quality Management enables FTS Free space checking. Free Space: Checking free space failed. FTS has hardcoded warning thresholds of 32000. it turns off future free space checks. 48 . As a result. and every 10 minutes when free space is greater than 32000 Mb. The default failure threshold is 1000 Mb. current (Mb)>. The Desktop Recording service is not connected to the Quality Management CTI service. Free Space Messages Free Space <path. Action.

The values in the metadata are not in the correct format. MAC address is not associated with the JTAPI user: <MAC address>. The metadata tool is not using the correct key as defined in Quality Management Administrator. 49 . Failure to update metadata record due to invalid value for this metadata type <key>:<value>:<key>.Audit Trail Error Messages JTAPI Messages Uploads Stopped: Not enough free space <path>. Verify the agent’s phone is associated with the Quality Management JTAPI user. The MAC address for the agent’s phone is not associated with the JTAPI user. Action. Choose one of the following options: • • • Add more storage Remove unnecessary files Move files to a backup location JTAPI Messages The audit trail messages for JTAPI issues are as follows. See the Administrator User Guide for valid formats. verify that the IP Communicator phone is configured using the MAC address of the user’s PC. Failure to update metadata record due to invalid key <key>:<invalid key> Description. and that the MAC address is associated with the Quality Management JTAPI User. Description. Be sure to correctly configure the phone in Cisco Unified CM. FTS has stopped uploading recordings to <path> because the location at <path> is full. Action. Metadata Messages The audit trail messages for metadata issues are as follows. Description. Quality Management does not record calls. Ensure that the agent/metadata tool is putting the date and/or number values in the correct format. <invalid value> Description. If you are using IP communicator. Action. Action. Verify the metadata tool or the agent (if metadata tool or agent enters the key) uses the correct key as defined in Quality Management Administrator.

Audit Trail Error Messages Metadata Messages 50 .

Cause. If Configuration Setup is running in Update mode. After the operation completes. Then check the Add or Remove Programs utility in Control Panel for the version of the installed application. and indicates it did not run to completion. If the version is not correct. Solution. try to install the client applications from the installation web pages again. Symptom. choose Tools > Generate Info for MSI Clients. You must complete that installation before continuing with this one. Because the upgrade is running in silent mode the user may not be aware that it is running. navigate to each window and verify that you entered all required data. The following message appears on a client desktop. Installation Issues This topic explains how to diagnose and resolve problems that occur during installation. This message can appear when a user attempts to manually upgrade the Desktop Recording service after Automatic Updating has already initiated an upgrade. and then click Finish. If the Tools menu is inactive.exe to launch the Configuration Setup utility. Cannot install application while another installation is in progress Description. Configuration Setup is running in Initial mode. This operation regenerates the client installation files in the default location. it did not complete correctly. Error 1500. navigate to the C:\Program Files\Cisco\WFO_QM\bin folder and double-click PostInstall. Go through each window and make sure that you entered all required data. If Configuration Setup starts in Initial mode. When you click the install program link. Solution. On the Quality Management Base Services server. Wait five minutes to allow the automatic upgrade to complete. contact technical support. 51 .Troubleshooting Issues Installation Issues Troubleshooting Issues Use the information presented here to diagnose and resolve problems. Cause. and then click Finish. Configuration Setup did not complete successfully on the Quality Management Base Services server. If the problem persists. If this occurs. Another installation is in progress. The client application installations do not download when you click the links on the installation web page. Cannot download client application installations Description. manually install the upgrade. an “HTTP 404—File Not Found” error appears.

you still receive the error message. 52 . If. This service is set by default to be started manually. the following error message appears: Unable to get information from SQL Server You are using SQL Server 2005 and a named instance. you will lose data that was present in the previous version of Quality Management. after starting the SQL Browser Service. not automatically. choose one of the following options: • • Go to C:\Program Files\Proxy Networks\PROXY Pro Gateway. Installing Quality Management for the first time. Go to C:\Program Files\Cisco\WFO_QM\bin. If you do. Cause. If you uninstall PROXY Pro Gateway Administrator without rebooting the machine. and then run Quality Management Configuration Setup again. not the default instance. Upgrading Quality Management from an earlier version. If. and then choose Tools > Show Proxy Networks Administrator. and then double-click PGADMIN. remove the following files from the C:\Program Files\Microsoft SQL Server\MSSQL. you still receive the error message.MSC. it also installs the SQL Browser Service. after starting the SQL Browser Service. and then reinstall PROXY Pro Gateway Administrator. double-click PostInstall. PROXY Pro Gateway Administrator does not appear in the Start menu after installation Description. Solution.mdf SQMDB_log. and then reboot the machine. there is no Quality Management data yet.1\MSSQL\Data folder: • • SQMDB. IMPORTANT: Do not remove these files if you are upgrading Quality Management. Solution. When SQL Server 2005 is installed. so these files are empty and can be removed. To access PROXY Pro Gateway Administrator. In an initial installation. While running Quality Management Configuration Setup after installing Quality Management. It must be running in order for Quality Management Configuration Setup to run successfully. PROXY Pro Gateway Administrator does not appear in the Start menu. Change the SQL Browser Service’s Startup Type from Manual to Automatic in the Windows Services utility in Control Panel.LDF and then run Quality Management Configuration Setup again.exe. The following path does not appear in the Start menu: Start > All Programs > Proxy Networks > PROXY Pro Gateway Administrator Cause. call technical support for assistance.Troubleshooting Issues Installation Issues Unable to get information from SQL server Description.

Screen recordings do not play back. system configuration. and then click Delete Files. clear the browser cache and the Java cache. In the Details section. If either Quality Management Administrator or Cisco Unified Workforce Optimization is the application that initiates the automatic update. select the Cookies and Cache check boxes. This occurs with the applet because after the upgrade. In the Temporary Internet Files section. disable the automated update feature and upgrade the desktop clients manually. while audio recordings do play back. Description. If a client desktop is upgraded using the automated update feature. choose Tools > Recent History. and if the Desktop Recording service is the application that initiates the automatic update. the client desktop will reboot without notification to the user. and then click Delete. Select the Temporary Internet files and Cookies check boxes. and then click OK. Depending on the number of client desktops being upgraded simultaneously. After you have cleared both the browser and Java cache. click Settings. Solution. In Internet Explorer. then the user will receive notification of a required reboot. The client desktop reboots without notification after the Desktop Recording service is upgraded via the automated update feature. Solution. To clear the browser cache: In Firefox. After you upgrade Quality Management.Troubleshooting Issues Upgrade Issues Upgrade Issues This topic explains how to diagnose and resolve problems that occur during upgrade. The client desktop browser cache is not cleared after the upgrade. To avoid reboot without notification. 53 . Symptom. the reboot can occur up to 30 minutes after the upgrade process is initiated. It might take several minutes to clear the Java cache. Silent install of Desktop Recording Service reboots PC without notification after upgrade is complete Description. and then click Clear Now. The screen portion of a recording does not play back after an upgrade. the server has newer jar files than those cached on the user’s desktop. the screen portion of recordings do not play back. and the number of applications being upgraded. Symptom. To correct the problem. In the resulting dialog box ensure that both check boxes are selected. Double-click Java to open the Java Control Panel. restart your browser. choose Tools > Internet Options > Delete Browsing History. To clear the Java cache: Open the Windows Control Panel.

x to 8. A schema error appears when upgrading from 2. The following error message appears. The Table . Choose Start > All Programs > Microsoft SQL Server <year> > SQL Server Management Studio.” This means that the Gateway. right click Person. 2. Rerun Configuration Setup. 1. Uninstall Proxy PRO Gateway.msi has failed. uninstall Proxy PRO Gateway. 6. 5. 1.exe delete ProxyGatewayService Delete the following folder: C:/ Program Files/Proxy Networks. Inc. 5. Restart the server. do the following: a. Symptom. Double-click Tables. 6.dbo. Delete the following Windows registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Funk Software. Solution. and then run Configuration Setup to reinstall Proxy PRO Gateway. The Microsoft SQL Server Management Studio window appears. and then save your changes. Expand the Databases node. 2. Modify skillTargetID in the SQMDB database.Person tab appears. and then click Connect. Person_realmFK_skillTargetID_Unique is dependent on column skillTargetID. and then click SQMDB. b. Using the Windows Add or Remove Programs utility. “Error installing Proxy Gateway.x. Rerun Configuration Setup. 54 . Solution.x to 8. Stop the Proxy PRO Gateway service.Troubleshooting Issues Upgrade Issues Proxy PRO Gateway fails to upgrade when launched by Configuration Setup Description. Clear the Allow Nulls check box for skillTargetID.x Description. Open a command window and enter the following text to delete the service from the Windows Service control Manager: sc. Configuration Setup might fail when upgrading from 2. If the Proxy PRO Gateway service is still listed in the Windows Services Control Manager. and choose Modify. The Proxy PRO Gateway installation fails in the following situations: • • • • You are moving from external storage to local storage You are moving from local storage to external storage The username and/or password changed for external storage You are upgrading Quality Management and you receive the error. Type your authentication information in the fields. 3. 4. 3. 4.

Cause. Symptom. 55 . Quality Management uses JTAPI for call events. no matter if the call is transferred or conferenced. The location of the Enterprise database was changed through Quality Management Configuration Setup. linux-ccx-server).Troubleshooting Issues Quality Management Configuration Setup Issues Quality Management Configuration Setup Issues This topic explains how to diagnose and resolve problems that occur when running the Quality Management Configuration Setup tool. In a conference call. Solution. Replace each hyphen in the server name with an underscore when you enter the server name in the Configuration Setup utility. Refer to the JTAPI Guide for your version of Unified CM. Historical data that was present is no longer in Quality Management. A Linux server name containing hyphens breaks the ODBC connection Description. There might be cases where the unmodified calling/called number is unknown due to devices being registered while the call is already in progress.” Solution. User cannot find Quality Management historical data. Solution. Quality Management historical data is lost Description. The Calling Number shown in Cisco Unified Workforce Optimization is the unmodified calling number. The Linux server name contained one or more hyphens (for example. This ensures the correct configuration of the file name. If problems persist. User entered the Linux server name in the Server Name field on the Cisco Unified CC Database window. All information that was contained in that database is no longer available for Quality Management to access. It will stay the same through transfers and conferences. Symptom. DNIS appears as “Conference” Description. The Called Number shown in Cisco Unified Workforce Optimization is the last route point it went through. JTAPI Issues This topic explains how to diagnose and resolve JTAPI problems. It will stay the same throughout the call. If the call was a direct call (or the route points are not being monitored by the JTAPI user defined in Site Configuration in Quality Management Administrator) it will be the unmodified calling number. The Linux server name broke the ODBC connection. the DNIS appears as “Conference. Restore the original settings in the Cisco Unified CC Database window in Quality Management Configuration Setup. Symptom. contact technical support.

the beginning or end of the call is missing. Solution. The Do Not Record Classifier is ignored by CDR notifications. None. Additionally. Cause. but the actual recording is for a call handled by Agent Y. You can avoid this by configuring a second extension on the supervisor’s or manager’s phone and adding it to the exclusion list. Common Recording Issues Recording is associated with the wrong agent and might be missing the beginning or end of the recording Symptom. A recording is associated with Supervisor or Manager X. and live-monitors an agent’s call. 56 .Troubleshooting Issues Call Detail Record Call Detail Record This topic explains how to diagnose and resolve problems that occur with the Call Detail Record (CDR). Solution. the Live Monitoring session is recorded. CDR does not report any missed calls when it should Description. See the Administrator User Guide for more details on configuring the exclusion list. Recording Issues This topic explains how to diagnose and resolve problems that occur with contact recordings. If a supervisor or manager is configured to record. A call that matches the Do Not Record classifier might be reported as a missed call in CDR if it matches subsequent classifiers.

goes into recovery mode. The desktop being recorded is running Vista with the Aero Glass Windows theme (translucent windows). Some recordings will be missing the screen component.Troubleshooting Issues Recording Issues Screen recording fails on desktop client Description. remove the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Funk Software. A 1K file appears for the screen recording of the second call in an interleaved call scenario. such as WebEx windows. 57 . the screen portion of a recording is missing. The screen recording portion is not captured. Symptom. None. the system detects the condition.. To allow screen capture of translucent windows.\Proxy v5\TransparentWindows. are not captured. Solution. A registry key was added to prevent screen flicker in Vista systems. The voice recording portion is unaffected. If the client desktop uses Server Recording. On an interleaved call. the screen recording on the second call results in a 1K file. For individual client desktops.. Translucent windows. you must manually intervene to correct the situation. Inc. Note: • If the client desktop uses Desktop Recording (Endpoint).0 (0x0000). Screen recording fails on the second call Description.. Symptom. The situation is rare and intermittent. Solution. Symptom. This registry key also prevents translucent windows from being captured. and restart the screen recording service on the client desktop. Contact TAC for troubleshooting steps to take to correct this installation. Solution. • • Parts of translucent windows do not appear in screen recording Description. If MANA is enabled. The screen recording service stops responding on individual client desktops.. you will be notified (message QM2013: Screen recording not responding on PC) if this situation occurs. This is not a system-wide occurrence.

4. 6. start Quality Management Configuration Setup (PostInstall. Symptom. In the Recording File Storage Location dialog box. Media Player plays the voice recording without the screen recording. the following error message appears: Error while connecting to screen server. enter the username and password of a user who has administrator rights on the Recording server. In the Storage Location field. On the Recording server. enter the UNC path to the location where recordings are to be stored. In the Screen Recordings section.exe). 3. do the following: 1. select the Use same path as voice recordings check box. Solution. Configuration Setup reinstalls PROXY Pro Gateway and set it to run as the administrator. When you try to play back a recording. 58 . Choose Tools > Set Recording Home Directory. uninstall PROXY Pro Gateway using the Add or Remove Programs utility. To correct this problem. select the External Storage Location option in the Voice Recordings section. In the Logon User section. the voice portion plays but the screen portion does not Description. 7.Troubleshooting Issues Recording Issues When playing back a recording. 5. Click OK. Media Player plays back only the voice portion of a recording. 2. On the Recording server.

• • Verify that you entered the correct information for Unified CM in the Cisco Unified CM or window of the Configuration Setup tool. Verify that the phone and PC is correctly daisy-chained. Enable the phone’s PC port.Troubleshooting Issues Recording Issues Desktop recording fails Symptom. Action. See the Administrator User Guide for more information.sqm.dbg for the following message: SQM CTI Service ready. then neither can the Desktop Recording service. Wireshark) to verify that the phone is forwarding RTP and phone protocol (SCCP or SIP) traffic to the NIC card on the client PC.dbg on the agent’s PC—The MAC address <phone’s MAC address> is not associated with the JTAPI user. – • Verify that you connected the Quality Management CTI service to the Unified CM CTI Manger by looking in cti. If the phone is configured correctly and the problem still exists. <MAC address>. If the ping cannot resolve the IP address. You must directly connect the IP phone to the Ethernet jack. The sqmservice. No recording files are in the C:\Program Files\Common\QM\Recordings folder on the desktop where recording is failing. From the PC where desktop recording is failing. Solution.CtiException: Specified MAC not in domain: <MAC address>. run the command ping -a <Unified CM IP address>. In the sqmservice. Connect the PC to the phone’s PC port. Configure the DNS so that host names and IP addresses are resolved. Verify that the Desktop Recording service is running. Verify the Inclusion List node under Site Configuration in Quality Management is configured correctly.dbg has a statement should contain the following statement: • • • Connected to service at <Quality Management SQL server IP address>. try the following. Check the following list for possible causes and solutions: • Verify that the DNS is configured to resolve IP addresses and host names.ctiservice. • • Verify that the phone is configured in Unified CM according to the Installation Guide. • 59 .com. Verify the following messages appear: – In the ctiservice.calabrio. Verify that the client PC is connecting to SQL database.dbg log—MAC not in domain. Use a packet capture tool (for example.

Troubleshooting Issues Recording Issues Desktop Recording service fails to start on reboot in rare instances Description. Solution. For example. Quality Management 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. • • Stop. add a dependency for the Desktop Recording Service to start after a service that is common to every login script for your site. Solution. especially older systems. Map a drive to the recording storage location from the client running Desktop Recording service. The path of the video folder on the Screen server changed to an incorrect location. then start the Screen Recording (PROXY Pro Recording) service on the Quality Management server. Some computers. Make sure the computer starts up quickly (under ten minutes). Playback of screen recordings fail when the storage folder is in the wrong location. If your computer requires more than 10 minutes to startup. The computer uses a large startup script that requires time to start up. have slow startup times. The system suffered a power failure but restarted successfully. For example. If this fails. The Desktop Recording service might fail start after a reboot for the following reasons: • • • User logs in over Virtual Private Network (VPN) and there is a delay in the startup time. 60 .com/?kbid=193888 Playback of screen recording fails when storage folder is in the wrong location Description. On some computers this dependency occurs before some long running task that prevent the Desktop Recording service from starting. Correct the folder path to the true location in Quality Management Configuration Setup and screen recordings will play back. More information on delaying the loading of specific services is available at the following website: http://support. The Desktop Recording service has a dependency on System Event Notifications which delays the startup attempt. there might be a policy restriction on the user’s Windows account. If you configured the path correctly and the problem still exists.microsoft. try the following. a computer might requires over 10 minutes for startup and Service Control Manager does not start the Desktop Recording service. Voice recordings are unaffected.

Solution. “Conversion from raw to spx failed” appears multiple times in the System Status report. It starts recording on the next RTP event (this could be after a hold on the same call). The Quality Management Network Recording service stopped while an agent is on a call. established. and then restarted before the call ends. Examples of interruption include rebooting the PC or restarting the Desktop Recording service during the staging process. On the screen server: 1. Quality Management prompts for a username/password popup. then open it again and start over. Click here to Change Operation Security. it drops the connection to the Quality Management CTI service. Quality Management Network Recording service stopped Description. 2. If the staging process that occurs after the configured End Of Day is interrupted before it completes. it starts from the beginning so that it appears to fail converting the files that it already processed correctly before the interruption.spx files.raw files to *. but all the recordings for the specified agent for that day were uploaded correctly. This typically happens when using external screen storage. In the right pane. audio and video streams are out of sync. you might see this error message in the System Status report. The *. 61 . Part of the staging process involves converting the *. Stop and then restart the playback to resync the audio and video. Solution. When the Quality Management Network Recording service stops. select the Connect to File check box. when the staging process resumes. If that does not work. The call recording only goes until the Quality Management Network Recording service stops. while the *. click the link. Solution. 3. When a new connection is established. The message. but does not include RTP events. etc). In these scenarios. If the staging process is interrupted after some files have been converted and the *. Solution. it begins to record again since that service uses only call events. Launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator). When playing a contact recording for evaluation. In the case of the Desktop Recording service (the endpoint recording client). The Quality Management CTI service discards all history associated with that client. the Quality Management Network Recording service (SPAN and Network Recording) requires RTP events to begin recording. It does not include time through end-of-call. Audio and video streams are out of sync Description. Navigate to Gateway Security. click the Cancel button and exit the evaluation form.raw files have been deleted.spx files move to the Staging folder. On the Operation Security tab.Troubleshooting Issues Recording Issues Conversion from raw to spx failed Description. which in turn drops the connection to JTAPI.raw files are deleted from the Daily folder. However. 4. When you play back a screen recording. Screen recording prompts for a username/password popup Description. no recordings are lost. the JTAPI provides a snapshot of call events (ringing.

For more information. DST is changed to another date and/or time). Symptom.log contains the following message.Troubleshooting Issues Recording Issues No export files are generated Description. contact customer support. see the Administrator User Guide. This can happen when a time zone changes its rules (for example. Endpoint Timezone Cause. Contact recordings are not uploaded Description.log. If the problem persists. Solution. Unknown Java Timezone ID: null. The dbproxy. Try the following solutions. look for the following symptoms. Quality Management is not uploading contact recordings. The Java version shipped with Quality Management does not include the Windows time zone specified in the dbproxy. No export files are generated when using the Quality Management Server API exportRecording operation to perform server-based exporting. When Quality Management does not upload contact recordings. contact technical support. Unable to update time zone in the data because the time zone is not in the tzmappings file (for example. Pakistan Standard Time). • • Restart the Quality Management Jetty Service Use Cisco Unified Workforce Optimization to export recordings to wave or wmv files If the problem persists. 62 . • • The start time is off by an hour.

Enter the following command. the HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\QM\Site Setup\INSTALL DIRECTORY in the Windows registry provides the installation location. you cannot locate the call. or after the End of Day upload has occurred. Cannot find the call in the Recordings application.jar -U Enter the following command to verify the current Java version is the same as the downloaded tzupdater version.sun. 2.jar file. You can choose to extract the file to the Java\bin folder.com/javase/downloads/index. The call will be available in the Recordings application if you play the recording from the Archive. Java -jar <known directory path>tzupdater. you do not need to specify the known directory path. 7. To update the tz database for Java to include your time zone: 1.jsp#timezone The tool is bundled in a zip file. the director path is C:\Program Files\Cisco\WFO_QM\Java\bin. Enter the following command to update the JRE’s timezone version. 4. Enter the following command to check the current Java version against the downloaded tzupdater. Cause.jar is in the Java\bin directory. and then click OK.Troubleshooting Issues Recording Issues Solution. If you installed Quality Management in the default location. Solution. The call has not yet been uploaded. If the tzupdater.jar -V You tagged an Archive call for quality. When you look for the call in the Recordings application. NOTE: These commands are case sensitive. but is not visible in the Recordings application Description.jar version. java -jar <known directory path>tzupdater. 63 . Extract the files from the zip file to a known directory. 5. Download the latest JDK DST Timezone Update Tool (tzupdater) from the following website: http://java. java -jar <known directory path>tzupdater. type cmd in the Open field. 6. If you do not know where Quality Management is installed. A call from today is viewable in the archive and tagged for quality. 3. Symptom. Select Start > Run.jar -V Where <known directory path> is the location of the tzupdater. cd <directory path> Where <directory path> is the location of the Java\bin folder.

The files moved to the staging folder and uploaded to the server. contact recordings assigned to the quality management workflow fail to upload Description. the contact appears as a quality recording in the Recordings application. Cause. Cause. All calls appear in one huge recording file. The contact recordings appear as archive recordings in the Recordings application. the recordings fail to appear in the Recordings application after End of Day. The CTI service starts recording a call and does not end recording when the call ends. the files were marked for the archive workflow by default because the Quality Management Base Services server could not find an entry for the agent and verify the agent’s workflow information. CTI Service creates one huge recording file for all subsequent calls Description. If the recordings belong to the quality management workflow and the client desktop cannot connect to the server. Solution. Restart the Quality Management CTI service. No recordings appear on the client desktop. The CTI service does not appear to be recording individual calls. 64 . When you mark the contact recording for quality scoring. but the recordings do not appear as quality recordings in the Recordings application. Search for the archive recordings in the Recordings application and mark the contact recording for quality scoring. Symptom.Troubleshooting Issues Recording Issues If client desktop cannot connect to the server. Because the desktop client could not connect to the server.raw file that continues to record all subsequent calls once this event triggers. The recording continues through subsequent calls and appears like it is not recording. Symptom. Solution. The daily folder contains one large .

One or more recording servers are not recording calls. Playing a recording fails because the Upload Controller does not know about the calls received by the agent when the agent was configured for the backup recording server. Symptom. 8. Start the Quality Management Monitor service on all monitor servers. Solution. Restarting the Base Services server in a multiple record server environment can cause race conditions within the recording servers as they disconnect and reconnect to the Base Services server. Playing a recording fails Description. An agent is configured for Network Recording on the primary backup server. Download on Demand fails because the Upload Controller does not know about the calls received by the agent while primary recording server was down. A recording failover occurred. Stop the Quality Management Monitor service on all monitor servers. Cause. 3. perform the following task. If the primary recording server recovers and the backup recording server fails or loses connectivity with the Upload Controller. then select Restart from the Shut Down Windows dialog box. choose Start. Stop the Quality Management Network Recording service on all recording servers. Repeat this test for each recording server in your environment. As a result. If the primary recording server fails. This situation only applies to Network Recording configurations with a primary recording server and a backup recording server. and click OK. The recordings on these servers will not be available for playing until after they are uploaded to the Upload Controller. log in to the Quality Management Base Services server and verify the services are running. a recording server might fail. and verify the recordings are available and playable. 9. log in to Cisco Unified Workforce Optimization. Log in as a test user and record some calls. 65 . When restarting the Quality Management Base Services server. 7. 1. Cause. 6. Solution. The recording servers do not reconnect to the Quality Management Base Services server after you restart it. 4. 2. Symptom. the call information will not be sent to the Upload Controller.Troubleshooting Issues Recording Issues Record servers do not reconnect after restarting the base server Description. 5. From the Quality Management Base Services server. Start the Quality Management Network Recording services on all recording servers. Schedule the Quality Management Base Services server for maintenance when agents are not recording calls. SIP messages are then sent to the backup recording server and the agent’s recordings are captured and stored on the backup recording server. A user cannot play a recording.

Playing back a screen recording fails 100% of the time on some servers. and then choose Tools > Set Recording Home Directory. It appears to occur most often on Windows Server 2008. 66 .83\C$\Program File\Common Files\QM\recordings). The audio might be slightly delated when you play back a recording. type the Universal Naming Convention (UNC) path to the storage location (for example. Desktop Experience allows the end users to export screen recordings or WMA from the Cisco Unified Workforce Optimization interface. and then click OK. • Voice and screen recordings are out of sync Description. Solution. start Configuration Setup (C:\Program Files\Cisco\WFO_QM\bin\PostInstall. Cause. The SQM service stopped while a call was being recorded. \\10. None. You can play back the voice recording but not the screen recording. Cause. The voice and screen recordings are out of sync went you play back the recording. • Add the RemoteControlGateway user to both the Data Service Security tab and the Operation Security tab in the Gateway Security application and choose the Allow check box next to Full Control/Administration. but not all instances of Windows Server 2008 32-bits. choose External Storage Location. but never on other servers. From The Recording File Storage Location window.exe). Workaround. This is a permissions issue. The user (RemoteControlGateway) used to connect to the Gateway Administrator application is assigned to the Administrators group and that group has the correct permissions in the Gateway Administrator application. Desktop Experience was not installed on Windows Server 2008. Symptom. The instructions are provided in the Installation Guide. Solution. choose one of the following options. Desktop Experience must be installed on Windows Server 2008 if you are going to use it as a Quality Management Base Services server. Screen recording export fails when the operating system for the Base Services server is Windows Server 2008 Description. The root cause is unknown. User cannot play back screen recording. Use the procedure documented in the “Running Configuration Setup” of the Installation Guide to allow the Administrators group to Connect to File.Troubleshooting Issues Recording Issues Cannot play back screen recording when the base server is Windows Server 2008 32-bits Description. To resolve this issue. Symptom. Configuration Setup reinstalls the Proxy PRO Gateway and configures it to run as the administrator. Cause. Manually uninstall the Proxy PRO Gateway.51.10. Symptom. type the administrator’s login information in the Username and Password fields. Install Desktop Experience on Windows Server 2008. Export fails when you export a screen recording from a Quality Management Base Services server that is running Windows Server 2008. The Media Player can now connect to the Proxy Gateway and play back screen recordings. Media Player is unable to connect to the Proxy Gateway to play back a screen recording.

Cause. When you try to transfer or conference a call and one or more devices on the call configured for Network Recording. Click the progress bar or open the contact recording a second time to hear the audio recording. When playing a contact recording. the transfer or conference fails and parties drop off of the call.Troubleshooting Issues Recording Issues “Error writing Audit Trail” message appears when trying to open a contact Description. Symptom. the conference bridge must support the codec used before the conference completes. Update the Cisco Unified CM configuration to ensure that no codec changes occur for network recorded devices. log in to Calabrio ONE. You cannot play back a contact recording. See the Cisco Unified CM documentation for more information. 67 . Recording Issues for Cisco Unified CCX Calls for devices configured for Network Recording drop when you try to conference or transfer a call. the voice recording is not audible until you click the progress bar (slider bar). Solution. Solution. For conference calls. There is no audio sound when playing a contact recording. Cisco Unified CM does not support codec changes for devices that are configured for call recording. Solution. Symptom. and then play the contact recording again. The following message appeared when trying to play a contact recording: QMREC2009 Error writing audit trail Symptom. The codec must remain the same throughout the life of the call. Log out of Calabrio ONE. Cannot hear the audio recording without clicking the progress bar on a contact recording Description.

No raw files or 1K raw files appear in the daily folder. In this instance.722. The call is not using a supported codec. Calls for devices configured for Network Recording are not recorded. When CAD and Quality Management are running on the same machine. and G. the Cisco Unified CM configuration might appear to be correct for the phone. Network Recording does not currently support secure calls. The IP protocol used can be either UDP or TCP. Symptom. The call is secure. The Cisco Unified CM should send a SIP INVITE to recording-enabled extensions every time a call is answered or retrieved from a held state. yet no SIP INVITE messages are sent to the recorder. Recording drops 5–10 seconds of audio near the beginning of a call. G. Possible causes are as follows: • • The device is not configured in Quality Management Administration for Network Recording.711. Supported codecs are G. Symptom. Verify the DNS is configured to resolve host names of the CAD Recording servers. the Cisco Unified CM is not sending a SIP INVITE to the Quality Management Network Recording service to initiate a recording. If the ping cannot resolve the CAD Recording server hostname. Deleting and recreating the phone in Cisco Unified CM might resolve the issue. The extension is not configured in Cisco Unified CM for Network Recording. SIP INVITE messages should be sent from a Cisco Unified CM IP address to the Quality Management Network Recording service server IP address on port 5060.729. Solution. open a command window and enter ping -a <CAD Recording server hostname>. then neither can the Desktop Recording service. Use a packet sniffer to check if the Cisco Unified CM is sending a SIP INVITE to the Quality Management Recording service. Configure the DNS so that host names are resolved. Cause. In some cases. Correct the misconfiguration based on the above possible causes. The SIP trunk for the recorder is not configured properly in Cisco Unified CM. If no SIP INVITE messages appear. then engage the Cisco Unified CM administrator or support team to verify the Cisco Unified CM configuration. 68 . All extensions on the device that you want to record need to be configured for recording. From the PC where desktop recording is failing. Recording drops 5–10 seconds of audio Description. the recording is missing audio near the beginning of a call and the recording quality might also be garbled. • • • Solution. The SIP trunk needs to point to the Quality Management Network Recording service IP address and port 5060.Troubleshooting Issues Recording Issues Calls for devices configured for Network Recording are not recorded.

Click here to change Operation Security. then start the Screen Recording (PROXY Pro Recording) service on the Quality Management server. Solution. Screen recording fails when using Server Recording (SPAN). If this fails. Launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator). CAD requires the Next Generation Java Plug-in to be disabled so that you can use CAD’s keystroke macros. Solution. • • Stop. Playback of recording fails when CAD is installed on the client machine Description. This typically happens when using external screen storage. If you install the Calabrio Screen Player Plug-in on a client machine running either the Vista or Windows 7 operating system where CAD is also installed. Map a drive to the recording storage location from the client running Desktop Recording service. By default. there might be a policy restriction on the user’s Windows account. It may take up to 6 minutes after the Desktop Recording service starts to properly identify a SIP phone. select the Allow check box for the Record to File permission. On the screen server: 1. Expand the Local Gateway node. click the link. Solution. 5. 69 . Install the Next Generation Java Plug-in to playback recordings. In the right pane. On the Operation Security tab. 2. To detect the connected IP phone. The Calabrio Screen Player Plug-in requires the Next Generation Java Plug-in to be enabled so that you can play screen recordings in Cisco Unified Workforce Optimization. Screen recording fails Description. Solution. Unable to record calls Description. the Desktop Recording service monitors the heartbeat messages between the Unified CM and the IP phone. and then expand Gateway Server Settings. the Next Generation Java Plug-in is enabled. You have to choose which feature you want to use on the client desktop and enable or disable the Next Generation Java Plug-in accordingly. Playback of screen recordings fail when CAD is installed on the client machine. 3. Unable to record calls from a SIP phone right after rebooting the PC. See “Enabling the Next Generation Java Plug-in” in the Installation Guide for instructions. 4. Select Gateway Security. there is a conflict with the Next Generation Java Plug-in.Troubleshooting Issues Recording Issues Playback of screen recording fails when CAD is installed on the client machine Description.

In Site Configuration. If you want to continue using host names. Cause. Cause. click Advanced. select the General tab and make sure the DPI setting is set to Normal size (96 dpi). On some windows in Quality Management Administrator (for instance. This type of silent monitoring sends an extra stream from the phone. the questions area on the Evaluation Form Templates window). Symptom. Symptom. In the resulting Plug and Play Monitor Properties dialog box. an error message appears indicating that no data is available. Solution. Solution. However. In the Windows Control Panel. Quality Management. When you select a user. On the Settings tab.Troubleshooting Issues Quality Management Administrator Issues Garbled speech appears in the contact recording Description. The garbled speech occurs when trying to silently monitor a conversation. you added the Active Directory domains and the host name to identify the Active Directory connection. The connection was validated and the domain configuration was saved. when you click Find. Once changed. and Server Recording recording software captures the extra stream and stores it in the call recording file. The Display DPI setting is set to something other than Normal. In Quality Management Administrator (Personnel > User Administration > Link Selected Users). start the Display utility. Cannot find Active Directory users Description. 70 . Cause. Active Directory data can be found in the Link Selected Users window. you cannot find Active Directory users if the domain is identified by the host name. Click OK twice to save and apply your settings. Desktop Recording (Endpoint). Symptom. Garbled speech appears in the Quality Management contact recording when you use Cisco Unified CM-based monitoring. Do not use this method of silent monitoring. add the host names to the DNS path to ensure that the host name is reachable by all computers. Common Quality Management Administrator Issues Buttons appear cut in half Description. You can only use this type of silent monitoring with Cisco-supported hard phones. the Link Selected Users dialog box appears and displays domain information. Buttons do not display correctly. Solution. buttons appear cut in half. Quality Management Administrator Issues This topic explains how to diagnose and resolve problems that occur when running the Quality Management Administrator. Edit the domain configuration to change the host name to an IP address.

The recording ends abruptly. Either set the End of the Day time to a later time in Quality Management Administrator or ensure that the agent’s machine does not shut down or restart at the end of the day. Symptom. If you do not want the inactive agent in Unified CM Administration to be able to log in to Cisco Unified Workforce Optimization or record contacts. Agents who are inactive in Unified CM Administration appear as active in Quality Management Administrator. Symptom. then wait 5 minutes or restart the Recording server. Quality Management stops recording the call. unlicense the agent in Quality Management Administrator. Solution.Troubleshooting Issues Quality Management Administrator Issues Not enough calls are saved Description. Update the Recording server for the device in Quality Management Administrator. 71 . Solution. Quality Management Administrator Issues for Cisco Unified CCX Sync service does not deactivate agents Description. Calls saved for quality management workflows only appear in the Recordings application in Cisco Unified Workforce Optimization when an agent shuts down or restarts their machine at the end of the day. Solution. If you change the recording profile for a device in Cisco Unified CM from one server to another server while Quality Management is recording a call for that device. Sync service does not deactivate agents in Quality Management Administrator when you set an agent to inactive in Unified CM Administration. Changing a recording profile mid-call causes recording to stop working Description. Not enough calls are saved for quality management workflows. Symptom.

Credentials are not correct. Solution. Assign a license to the user in to resolve this problem. and then click Run. The Apps list is empty. but the user does not have permission to access the applications. Reenter the login information and then try again. Contact your administrator to correct the problem. Cannot log in to all products on Cisco Unified Workforce Optimization Description. Try again. Symptom. and partially succeeded in logging into only one of the products. Contact your administrator to correct the problem. User cannot access applications in Cisco Unified Workforce Optimization. Cannot access applications in Cisco Unified Workforce Optimization Description. If the error persists. Solution. You do not have permission to access any Quality Management applications. Symptom. Symptom. 72 . The digital signature cannot be verified by a trusted source. If the information entered is incorrect for one of the products. the following message appears. User cannot log in to Cisco Unified Workforce Optimization. If the error persists. The following message appears when the user tries to log in to Cisco Unified Workforce Optimization. If the username and password are correct. Reenter the login information and then try again. contact your administrator.Troubleshooting Issues Cisco Unified Workforce Optimization Issues Cisco Unified Workforce Optimization Issues A security warning appears when you click Validate my PC Configuration Description. Cannot log in to Cisco Unified Workforce Optimization Description. Solution. User tried to log in to multiple products on Cisco Unified Workforce Optimization. Click the Always Trust Content from this Publisher check box. Log out of Cisco Unified Workforce Optimization. the following message appears. This message might indicate the user is unlicensed. Solution. Do you want to run the application? Cause. contact your administrator. The following message appears when you click Validate my PC Configuration in Cisco Unified Workforce Optimization: The application’s digital signature cannot be verified. Credentials are not correct for <Product Name>. Click Logout and try again.

Verify that you configured the Active Directory path correctly in Quality Management Administrator under Enterprise Settings. and licensed. 73 . Solution.dbg file for the credentials the user is using to log in. Symptom. User can only partially log in Description. or in a trusted domain. linked. The user tried to log in to Cisco Unified Workforce Optimization to access both Quality Management and WFM. Check the following items to verify if the Windows account the user is logging in with is the correct account: • • • • • Check the sqmservice. Solution. A status message appears that indicates the user did not successfully log in to one of the products. Applications for only one of the products appear. The user cannot log in to Cisco Unified Workforce Optimization. Verify the user account in Quality Management was not deactivated and the agent was not removed from Unified CCX. Verify the Quality Management server is in the user’s domain. Log out and try again.Troubleshooting Issues Cisco Unified Workforce Optimization Issues User cannot log in Description. Verify the user is synchronized in Quality Management.

and then click Advanced. a. A dialog box to save the report opens but closes again very quickly. Click OK to save your changes. try the following solution. PDF. Scroll down to Downloads and click the Enable option for Automatic prompting for file downloads. To do this. e. Solution. • Clear the Confirm open after download check box for the CSV. The Internet Options dialog box appears. b. Click OK to dismiss the Internet Options dialog box. • Double-click My Computer. Some time is required when the first user access the Reporting application. and XLS format do not open in Microsoft Internet Explorer 7 and 8. In Microsoft Internet Explorer. and XLS file types. b. Select the File Types tab. Click the Always Trust Content from this Publisher check box. a. PDF. A security warning appears when you click Recording Description. and displays a menu based on the user’s role. Choose one of the following solutions. Enable automatic prompting for downloads in Microsoft Internet Explorer. d. Symptom. None. The Reporting application connects to the database. c. The digital signature cannot be verified by a trusted source. In that case. Solution. d.Troubleshooting Issues Cisco Unified Workforce Optimization Issues Reports do not open in Microsoft Internet Explorer 7 and 8 Description. A user might have to wait up to 30 seconds to open the Reporting application after the server is booted. This only happens to the first user who accesses the Reporting application after the server is booted. Under Registered File Types. and then click Run. NOTE: This solution might not work. On the Tools menu. The Security Settings Internet Zone dialog box appears. establishes privileges. Do you want to run the application? Cause. follow these steps for each file type. It takes 30 seconds to open Reporting after the server is booted Description. choose Tools > Internet Options. The following message appears when you click Recording in Cisco Unified Workforce Optimization: The application’s digital signature cannot be verified. Solution. and then click Custom level. Click the Security tab. e. Reports in CSV. choose Folder Options. select the file type. Clear the Confirm open after download check box. After the connection is established you can quickly access reports. 74 . c. and then click OK.

In Microsoft Internet Explorer. Under the Browsing section. ensure that the “Display a notification about every script error” option is cleared. but does not sort Description.Troubleshooting Issues Cisco Unified Workforce Optimization Issues Agent cannot view quality management calls Description. When you click the sort triangle. Solution. To see the quality management calls in the Recordings application. None. The text does not appear in the correct sort order in the Japanese localized help. This problem is due to an Microsoft Internet Explorer issue. 3. do one of the following (as appropriate to the individual situation): • • Add the team to a group in Quality Management Administrator Add the agent in Unified CM The error. The sort is ignored. Encrypted metadata appears as sortable in a table. and select the Advanced tab. the metadata in the column does not sort. An agent can view quality management recordings for call. edit the Microsoft Internet Explorer options as follows. Description. None. or of a type that does not accept the focus” appears when choosing any menu item. but archive recordings for calls in the Recordings application. An agent cannot view calls when any of the following has occurred: • • The agent’s team is not in a group The agent is deleted from Unified CM Solution. 75 . not enabled. A sort triangle appears in a metadata column. select the “Disable script debugging (Internet Explorer)” and “Disable script debugging (Other)” options. Solution. choose Tools > Internet Options. The index for Japanese localized help does not display text in the correct sort order Description. 1. “Can’t move focus to the control because it is invisible. Cause. Click OK. To prevent this error from appearing. Solution. 2.

the Asian characters are garbled. Asian characters are garbled when you open a report in CSV format in MS Excel Description. If user interface performance is a major concern to your business practice. Solution. Solution. the accented characters are garbled. Solution. The data appears correctly when you generate a Quality Report in CSV or HTML. if you generate a PDF for a Quality Report from a client machine running the English locate and a question in the report is written in Japanese. the web browsers perform page rendering in the following order from fastest to slowest: • • • FF 3. Accented characters do not appear in PDF reports Description. When you open a report containing Asian characters in CSV format in Microsoft Excel. If you use Search Recordings in Recordings application and the search filter locates many recordings. Open the CSV report with Notepad. When you generate a report containing Asian characters. Verify that you are running the correct locale for the supported language on the client machine. performance might be effected. The client machine must run in the Japanese locale for the report to display the Japanese text. Solution. Our testing has found that the time required to fully render a page within the Cisco Unified Workforce Optimization can vary from one web browser family to the next. A slow response to a search request can also affect the performance of other applications in the Cisco Unified Workforce Optimization. Data in a specific locale language does not appear correctly in a Quality Report when you generate a PDF form. Solution. Run the report in HTML format. the accented characters are missing from the PDF. When you open a report containing accented characters in CSV format in Microsoft Excel. For example. Report does not correctly display data in locale language Description. Run the report in HTML format. Open the CSV report with Notepad. the Asian characters are missing from the PDF.Troubleshooting Issues Cisco Unified Workforce Optimization Issues Slow performance when the search filter locates many recordings Description. the data does not appear correctly. Solution. 76 . Asian characters do not appear in PDF reports Description.x or later IE 8 IE 7 Accented characters are garbled when you open a report in CSV format in MS Excel Description. When you generate a report containing accented characters.

Solution. As a result. Install 32-bit Java and play back the screen recording from a 32-bit browser. When you generate an Agent Scored Evaluation report. To resolve this problem. Solution. 1. A recording will not play on a 64-bit operating system back if you are using a 64-bit browser. Format errors appear in the form and section comments for the Agent Scored Evaluation report Description. Click Save. Solution. Save the report to PDF. you might see one or more of the following issues. • • • Section comments do not wrap. Form comments are truncated.Troubleshooting Issues Cisco Unified Workforce Optimization Issues Error appears when retrieving an evaluation form Description. Install 32-bit Java and play back the screen recording from a 32-bit browser. 2. A recording will not play on a 64-bit operating system back if you are using a 64-bit browser. and the user cannot playback the recording. Solution. The Evaluation Form Administration window appears. A 64-bit browser cannot play back a screen recording Description. but the first word in the first sentence appears on a line by itself. Remove underscores in the hostname for the Base Services server. Solution. 77 . The recording does not load. A 64-bit browser cannot play back a screen recording Description. When loading a recording from the Recordings application. choose Recordings > Quality Management > Evaluation Forms > Forms. Click the Header tab and then select the Evaluation Form Name check box. From Quality Management Administrator. Section comments appear to wrap in a saved report. the evaluation form name does not appear in the Evaluation Form field on the Evaluation pane in the Evaluation and Review application. Workforce Optimization and Microsoft Internet Explorer does not support hostnames that contain underscores Description. the following message appears: Error Retrieving Evaluation Form The administrator cleared the Evaluation For Name Check box in Quality Management Administrator. 3. select the Evaluation Form Name check box in Quality Management Administrator. The hostname for the Base Services server must not contain underscores if you are using Microsoft Internet Explorer to access the Workforce Optimization Container.

the Quality Management Jetty service really stops at that point. 78 . Ensure the password is correct for the uccxworkforce login ID. Unable to stop the service Description. Verify that you configured the user correctly according to the Installation Guide. When the Quality Management Jetty service restarts or stops.Troubleshooting Issues Service Issues Service Issues This topic explains how to diagnose and resolve problems that occur with the services for Quality Management. For example. Solution. The IP address and “side” are tied together and are not interchangeable. the process gives a warning error message that the system is unable to stop the service. Solution. Ensure that the IP address for both Side A and Side B are correct. The Sync service is not synchronizing databases. In fact. Sync service is not synchronizing databases Description. The user is able to manually restart the Quality Management Jetty service cleanly. you cannot specify the IP address for Side B in the Side A field. It was shut down before it was fully initialized.

79 .Troubleshooting Flow Charts The Desktop Recording Service is not Recording Audio Troubleshooting Flow Charts The following flow charts explain how to diagnose and correct problems that might occur after installing Quality Management. The Desktop Recording Service is not Recording Audio Use the following flow chart to resolve the problem when Desktop Recording service is not recording audio.

Desktop Recording service is not recording audio 80 .Troubleshooting Flow Charts The Desktop Recording Service is not Recording Audio Figure 6.

Troubleshooting Flow Charts The Desktop Recording Service is not Recording Audio 81 .

Troubleshooting Flow Charts The Desktop Recording Service is not Recording Audio 82 .

Troubleshooting Flow Charts The Desktop Recording Service is not Recording Audio 83 .

84 .Troubleshooting Flow Charts The Desktop Recording Service is not Recording the Screen The Desktop Recording Service is not Recording the Screen Use the following flow chart to resolve the problem when the Desktop Recording service is not recording the screen.

The Desktop Record Service is not recording the screen 85 .Troubleshooting Flow Charts The Desktop Recording Service is not Recording the Screen Figure 7.

86 . Figure 8.Troubleshooting Flow Charts Cisco Unified Workforce Optimization does not Play Back Recordings Cisco Unified Workforce Optimization does not Play Back Recordings Use the following flow chart to resolve the problem when Cisco Unified Workforce Optimization does not play back recordings. Cisco Unified Workforce Optimization does not Play Back Recordings The Quality Management Server Recording Service is not Recording Client Calls Use the following flow chart to resolve the problem when the Quality Management Server Recording service is not recording client calls.

Troubleshooting Flow Charts The Quality Management Server Recording Service is not Recording Client Calls Figure 9. Quality Management Server Recording Service is not recording client calls 87 .

Troubleshooting Flow Charts The Quality Management Server Recording Service is not Recording Client Calls 88 .

77 E Enabling debugging with cfg extension 19 with log4j extension 21 with properties extension 20 Executables 9 External storage location Logon requirements 33 I installation issues 51 L Log files 13. 15 89 .Index A Audit trail error messages 43 R Recording storage location 31 Moving 34 Verify location of new recordings 36 C Configuration files 15 ContactDelete utility 29 S D Service names 9 Site setup registry 11 Debugging files 13 Default debugging settings 13 Default log settings 13 Disabling debugging with cfg extension 20 with log4j extension 21 with properties extension 20 Documentation 7 T Troubleshooting Flowcharts 79 W web browser considerations 76.

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