Quality Management v9 - Recording file is .spx and size of 0 kb
Guys,
I have theses versions here :
CUCM v9.1.2
Quality management 9.0.1.57
UCCX 9.0.2.11001-24
Desktop are connected on the PC port of the phone !
I want to do the desktop recording and I have an issue where the storage location contains only .spx files that are empty with 0 bytes.
Here is the troubleshoot I did :
From the Recording interface I can see all the conversation but I can't play it.
If I use wireshark I can see the RTP on the destop, I can convert it and listen that RTP stream..so the stream is going to PC
If I run the QMDump on the desktop of the agent I see the G711 Ulaw which is good but I can't find Skinny hearts beats ( logs of QMdump Attatch ).. I rebooted the phone but still..
I see on the troubleshooting guide, that this situation could be during the conversion process, it says we need to get logs and escalate the case.
Anyone have a suggestion ?
Mary,
this issue pertains to either not receiving a SIP invite to start recording, or not receiving the actual RTP from the phone. More than likely it is not receiving a SIP invite. Check the (WFO 9.0 "Recordserver.dbg") or (WFO 10.0 "Ctiservice.dbg") logs , look for INVITE, it should tell you if you received it or not.
Example of a good SIP invite:
SIP: IN|INVITE sip:[email protected]:5060 SIP/2.0|6156255c|10.192.252.36:32880->10.32.2.66:5060|Call-ID: [email protected]|From:
Example of a BAD SIP response:
type=Network Recording,person=140]] call CiscoCall[Call[2:20211600];ConnectionId=31651532] should have received SIP but didn't!
If you are getting a SIP invite, then check the ports between Phone and Recordserver to ensure RTP can get through.
If you are NOT getting a SIP invite, check your CUCM configuration for Recording:
here is a link to guide you.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/6_0_1/ccmfeat/cmfsgd601/fsmr.html#wp1047595
Similar Messages
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I'm having an issue whenever one of our employee's conferences in an external translator, as soon as they bridge the customer into the call with the translator QM stops recording. I can hear the intial conversation with the customer, and then the employee put the customer on hold and call the translator service. Only when the two are bridged together the call always stops recording.
We are performing all recording on the server side, and are not using Quality Manager Desktop agents.
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-ChrisSo I found the following information listed below. I don't manage the Cisco Unified CM portion of our telco system. Can we limited the ourselves to a single Codec, and would this even resolve the issue. Does this cause other issues if we didn't limit the devices that are recording to a single codec?
Recording IssuesThis topic explains how to diagnose and resolve problems that occur with contact
recordings.
Calls for devices configured for Network Recording drop when you try to conference
or transfer a call.
Symptom. When you try to transfer or conference a call and one or more devices on
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Quality Manager no record the calls.
Hi everyone
I'm Deploying a Recording QM solution and it does't record the calls.
I'm using a Network Recording enviroment with CUCM 8.6, CCX 8.5(su4) and QM 8.5.2.18
I've followed the QM Configuration Guide and the CUCM monitoring a recording configuration guide to setup the QM.
Postinstall process was good, without any errors.
Agents have basic license, and workflow is configured.
I can see RTP packets coming from Agents pohones on call to Windows 2008 QM server using Wireshark.
But any audio files is saves in the Recording folder.
I have found some error in log files releated with SQL DB, But I checked the SQL information, and it is ok.
I have attached a RecordSErver0001.dbd error as well.
RecordSErver0001.log
2014-03-23 23:00:14:348 INFO SL4007 The Windows NT service has started.
2014-03-23 23:00:16:407 INFO SOCKET0000 <RecordService> service on port <59102> has started.
2014-03-23 23:00:16:469 INFO MS0001 Socket service has been started.
2014-03-23 23:00:19:932 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:00:23:630 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:00:51:959 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:00:55:657 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:01:24:017 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:01:27:699 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:01:56:075 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:01:59:757 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:02:28:118 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:02:31:784 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:03:00:176 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:03:03:724 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:03:32:131 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:03:35:766 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:04:04:158 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:04:07:808 INFO QM0001 Unable to retrieve 'recording storage location' with error '-1'. Retries will occur automatically.
2014-03-23 23:09:43:225 INFO STD0004 Client <Primary_CTI> connected to service at <10.10.10.5>.
2014-03-23 23:27:01:859 INFO CTI0001 An error was received from the QM CTI Server for client with MAC address '': 'Provider Down.'
ctiservice.log
2014-03-23 23:04:44,578 INFO QMCT0000 Server is listening at port <52102>.
2014-03-23 23:04:50,022 INFO QMCT0000 Opening JTAPI Provider Primary='10.10.10.2' Username='QM'...
2014-03-23 23:04:52,471 INFO QMCT0000 SQM CTI Service ready.
2014-03-23 23:05:49,006 INFO QMCT0000 Client Connected <10.10.10.5>
2014-03-23 23:05:49,053 INFO QMCT0000 Sending Response <10.10.10.5>: Head[26,158,1]InvokeId=1;StatusCode=0;StatusText=OK;StatusMemory=0,0439;StatusThreads=0,0033;<
2014-03-23 23:06:14,590 INFO QMCT0000 TimeoutTimer[HeartbeatTimer] Timeout Items=0 - FreeMem=4784304 TotalMem=16252928 MaxMem=259522560.
2014-03-23 23:09:43,225 INFO QMCT0000 Client Connected <10.10.10.5>
2014-03-23 23:09:44,223 INFO QMCT0000 Sending Response <10.10.10.5>: Head[26,158,1]InvokeId=1;StatusCode=0;StatusText=OK;StatusMemory=0,0446;StatusThreads=0,0033;<
2014-03-23 23:09:44,239 INFO QMCT0000 <Agent[type=Network,dev=SEP000C298D44C2,ip=10.10.10.5,id=1.PC2]> created successfully.
2014-03-23 23:09:44,254 INFO QMCT0000 <Agent[type=Network,dev=SEP000C298D44C2,ip=10.10.10.5,id=1.PC2]> registered successfully.
2014-03-23 23:09:44,254 INFO QMCT0000 <Agent[type=Network,dev=SEP000C290478A3,ip=10.10.10.5,id=1.PC3]> created successfully.
2014-03-23 23:09:44,254 INFO QMCT0000 <Agent[type=Network,dev=SEP000C290478A3,ip=10.10.10.5,id=1.PC3]> registered successfully.
2014-03-23 23:09:44,270 INFO QMCT0000 <Agent[type=Network,dev=SEP000C29B5DB52,ip=10.10.10.5,id=1.PC1]> created successfully.
2014-03-23 23:09:44,270 INFO QMCT0000 <Agent[type=Network,dev=SEP000C29B5DB52,ip=10.10.10.5,id=1.PC1]> registered successfully.
2014-03-23 23:15:43,039 INFO QMCT0000 Client Connected <10.10.10.5>
2014-03-23 23:15:43,039 INFO QMCT0000 Sending Response <10.10.10.5>: Head[26,158,1]InvokeId=1;StatusCode=0;StatusText=OK;StatusMemory=0,0476;StatusThreads=0,0033;<
2014-03-23 23:27:01,859 INFO QMCT0000 NT Service requested shutdown <QM CTI Server[Configuration[10.10.10.5:52102][30,3]][running=true]>
2014-03-23 23:27:01,859 INFO QMCT0000 Shutting down request handling...
2014-03-23 23:27:01,859 INFO QMCT0000 Server no longer listening on port <52102>.
2014-03-23 23:27:02,124 INFO QMCT0000 Request handling shutdown complete.
2014-03-23 23:27:02,124 INFO QMCT0000 CTI Service shutdown complete.
2014-03-23 23:27:03,372 INFO QMCT0000 VERSION INFO: <Quality Management - ctiservice>: Version <8.5.2.18>
2014-03-23 23:27:03,372 INFO QMCT0000 NT Service requested start.
2014-03-23 23:27:03,856 ERROR QMCT2006 Cannot load configuration from Data API Service.
2014-03-23 23:27:03,856 ERROR QMCT2000 Could not retrieve configuration <Cannot load configuration from DB.>. Retry in <30000> ms.
2014-03-23 23:27:33,886 ERROR QMCT2006 Cannot load configuration from Data API Service.
2014-03-23 23:27:33,886 ERROR QMCT2000 Could not retrieve configuration <Cannot load configuration from DB.>. Retry in <30000> ms.
2014-03-23 23:28:03,947 ERROR QMCT2006 Cannot load configuration from Data API Service.
2014-03-23 23:28:03,947 ERROR QMCT2000 Could not retrieve configuration <Cannot load configuration from DB.>. Retry in <30000> ms.
2014-03-23 23:28:34,008 ERROR QMCT2006 Cannot load configuration from Data API Service.
2014-03-23 23:28:34,008 ERROR QMCT2000 Could not retrieve configuration <Cannot load configuration from DB.>. Retry in <30000> ms.
2014-03-23 23:29:04,054 ERROR QMCT2006 Cannot load configuration from Data API Service.
2014-03-23 23:29:04,054 ERROR QMCT2000 Could not retrieve configuration <Cannot load configuration from DB.>. Retry in <30000> ms.
2014-03-23 23:29:32,758 INFO QMCT0000 NT Service requested shutdown <null>
2014-03-23 23:29:32,773 INFO QMCT0000 CTI Service shutdown complete.
dbproxy.log
14-03-23 22:02:05,442 INFO QMDP0000 VERSION INFO: <Quality Management - dbproxy>: Version <8.5.2.18>
2014-03-23 22:02:05,442 INFO QMDP0000 NT Service requested start.
2014-03-23 22:02:05,894 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:02:05,894 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:02:35,924 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:02:35,924 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:03:05,954 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:03:05,954 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:03:35,984 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:03:35,984 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:04:06,015 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:04:06,015 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:04:36,045 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:04:36,045 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:05:06,075 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:05:06,075 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:05:36,105 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:05:36,105 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:06:06,135 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:06:06,135 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:06:36,165 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:06:36,165 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:07:06,195 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:07:06,195 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:07:36,225 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:07:36,225 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:08:06,255 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:08:06,255 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:08:36,285 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:08:36,285 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:09:06,315 ERROR QMDP2001 Unable to load database connection properties from Data API Service
2014-03-23 22:09:06,315 ERROR QMDP2003 Could not initialize RequestManager. Verify DB connection information is correct. Will retry in 30000ms.
2014-03-23 22:09:36,626 INFO QMDP0000 Server is listening at port <52103>.
2014-03-23 22:14:42,839 ERROR QMDB2001 SQM database execute failed: The INSERT statement conflicted with the FOREIGN KEY constraint "EventAudit_person_FK". The conflict occurred in database "SQMDB", table "dbo.Person", column 'id'..
2014-03-23 22:16:06,845 ERROR QMDB2001 SQM database execute failed: The INSERT statement conflicted with the FOREIGN KEY constraint "EventAudit_person_FK". The conflict occurred in database "SQMDB", table "dbo.Person", column 'id'..
2014-03-23 22:16:11,431 INFO QMDP0000 NT Service requested shutdown.
2014-03-23 22:16:11,431 INFO QMDP0000 Server no longer listening on port <52103>.
2014-03-23 22:16:11,431 INFO QMDP0000 DB Proxy shutdown complete.
mana.log
2014-03-23 23:25:42,626 INFO MANA0000 Running polling diagnostic...
2014-03-23 23:26:01,799 ERROR QMMN2016 Unexpected error while getting call data for CM task.
2014-03-23 23:26:01,908 INFO MANA0002 Notification: <2014-03-23 23:26:01 QM1000 [CATASTROPHIC] Mana no pudo conectarse a Quality Management CTI Service (10.10.10.3): RECHAZADA>
2014-03-23 23:26:01,908 INFO MANA0000 Polling diagnostic finished.
Any aideas?
Thank youDid you ever get this resolved? This product is horrible. I fix one thing and then another is broken.
-
When pressing the "R" key on the keyboard to record the following pops up - "Beta-only warning message-not to be localized. Can't create record file, Please Report" I press O.K. and this pops up - "Error occurred Result= -48". Can't figure out why. First time I have every had problems> What's up with this?
a -48 error is a duplicate filename.
the first things i'd try are the oddball problems fixes:
http://www.bulletsandbones.com/GB/GBFAQ.html#oddballprobs
(Let the page FULLY load. The link to your answer is at the top of your screen) -
File server resource manager. Block file types based on size
I have a site where our users appear to be saving some pretty huge TV quality video files (usually .MOV, and usually over 900MB in size) to our file storage server. The
concern I have is that such large files are going to fill up our server we will run out of space .
I don't want to blanket block smaller (less than 30MB) .MOV video files from being saved
to the drive, so would like to know if there's any feature in the File server resource manager that can block file type based on size.
If it's not possible, then could someone please suggest this as a future feature of FSRM as I'm sure there are plenty of companies out there who face the same problem as me.
thanks,
Mike Geileskey
Infrastructure manager, PIAS UK LimitedHi,
We could not block file types based on size by using FSRM. As a workaround you could use disk quotas on NTFS Volumes which are tracked on a per-user.
To apply disk quotas to existing volume users, add new quota entries in the Quota Entries window. Please understand that it will take you some time to add all users into the list.
It will allow administrators to control the amount of data that each user can store on an NTFS file system volume.
For more detailed information about disk quotas on NTFS Volumes, you could refer to the article below:
File Systems
http://technet.microsoft.com/en-us/library/cc938945.aspx
Best Regards,
Mandy
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
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IBOutlet UILabel *audioLength;
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file_upload2 ?= view->get_element( 'FILEUPLOAD2' ).
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wd_comp_controller->g_upload ?= view->get_element( 'FILEUPLOAD2' ).
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filename = wd_comp_controller->g_upload->get_file_name( ).
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various file icons show as either generic, stuffit or text files.. this could be a freehand or quicktime file, etc...
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I consistently (pretty much twice a week) run the apple disk utility for updating and correcting permissions and probably every two weeks run the latest diskwarrior app..
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thanksthis is a inconsistent type problem that has been ongoing throughout my os upgrades from 10.4.
various file icons show as either generic, stuffit or text files.. this could be a freehand or quicktime file, etc...
also occurring in a inconsistent manner... the finder incorrectly shows and executes various files... the file may have a .jpg suffix but will be shown in the file 'kind' column as a stuffit or text file... but maybe it will open with the correct app.
on numerous occasions (20%) file size is shown as 'Zero KB' but in reality is 80 MB... after a period of time...maybe after I open it... it may or may not show the correct file size.
I consistently (pretty much twice a week) run the apple disk utility for updating and correcting permissions and probably every two weeks run the latest diskwarrior app..
Is this a quirk of tiger os or is it something that may be only my problem?... if that is the case... any thoughts on a remedy?
along with this does anyone know how to designate a file type to be opened by the desired application... example when online... if I download a realplayer file 'rar'... adobe golive will try to open it.. I have looked at all my plugins on my browsers (latest safari, firefox or opera)... all correct and reinstalled the browsers...
thanks -
Quality Management During Goods Receipt (Inspection Lot)
Hi all,
>>>>>>>>>>>>
REQUIREMENT
<<<<<<<<<<<<
I have a requirement that i need to write an interface program which will receive a file from external agency (manufacturer) and process goods receipt until inspection results. The following steps need to be taken care of;
1) Create a equipment (Utilities - It is an unique identifier for each unit of the material).
2) Do Goods Receipt for the PO with the equipment numbers created.
3) Create Inspection Lot for the material document created during the GR for each equipment number.
4) Execute Inspection Result.
>>>>>>>>>>>>
INFO NOW
<<<<<<<<<<<<
Inspection lot can be created from MIGO directly by SPRO config and MM master data maintenance.
>>>>>>>>>>>>
DONE
<<<<<<<<<<<<
Called BAPI to create Equipment.
Called BAPI to create Goods Receipt.
Inspection Lot Settings to create lots during MIGO
1) New Inspection Type Created as SG1 at SPRO->QM->Quality Inspection->Inspection Lot Creation->Maintain Inspection types. The maintenance is a copy of type 01.
2) Assign Inspection Type to Lot Origin at SPRO->QM->Quality Inspection->Inspection Lot Creation->Maintain Inspection Lot Origins and Assign Inspection Types. SG1 is maintained against lot origin 01 with variant 01.
3) Set Default values for SG1 at SPRO->QM->Quality Inspection->Inspection Lot Creation->Define Default Values for Inspection Type with parameters same as for 01.
4) In Material master for the record set the inspection setup in the quality management tab. put SG1 as active and preferred. Also set Post to insp Stock, Insp with task list, Auto Assign, Skips allowed, Serial Numbers poss, Control Insp lot as For each Material Doc Item.
I have to kow how to select the Inspection Plan for the lot and thus set the status of lot to released and get it ready for results.
I also have BAPI ready for Inspection Result.
>>>>>>>>>>>>
TESTING
<<<<<<<<<<<<
I have tested it and was working fine till last thursday. I have the above mentioned settings even now in the system. Can there be anything else which the functional consultants would have change that affected the process. Anyways now the inspection lot is not getting created for the Inspection during MIGO and I am really struggling to find the exact reason.
For your info, I am working mostly on Utilities and so do not have much idea about the quality management stuff.
>>>>>>>>>>>>
QUESTION
<<<<<<<<<<<<
Why the inspection lot is not getting created during MIGO for my scenarion?
How to select the inspection plan in the program?deleted
-
APIs for Parsing JRA Recording Files (Any documentation?)
Hi,
I have a JRF recording file with me and using which i need to generate custom report using any scripting language like PERL or Ruby etc without using JRocket Mission Control. here in my custom script i can use any APIs provided by JRocket to parse JRA recording file and get different statistics data.
So here i want to know what all APIs does JRockit provides for parsing JRA recordings and getting different statistics data from JRF recordings which can be consumed by some other scripting language and NOT through JRockit Mission Control.
Please share any documentation link or document having detail of available APIs from JRockit for parsing JRA recordings and getting different statistics data.
Thanks,
PiyushJust in addition to my previous comment.
I have JRA flight recording files with me for parsing.
Thanks,
Piyush -
Cisco Unified WFO - Call Recording and Quality Management with Extension Mobility agents
Hi All,
We're considering Cisco Unified WFO - Call Recording and Quality Management for a customer running UCCX 8.0, agents on multiple WAN sites, all agents using extension mobility.
The documentation I've been able to find describes three different recording methods:
Using Desktop Recording service (Endpoint) to record from an agent’s desktop.
Server Recording - Uses SPAN (not so good for remote sites)
Network Recording - Uses CUCM recording service / SIP trunk / phone's built in bridge.
Network recording or Desktop recording should be suitable for the customer but it seems that Extension mobility is not supported. Extension Mobility is not mentioned in the 8.5 installation guide, it is mentioned as ‘not supported’ in the 8.0 guide as follows:
'Server Recording and Network Recording have the following limitations:
• Extension mobility is not supported.'
Neither version's documentation specifically mention extension mobility in relation to the desktop recording method, though I realise this is a similar approach to the 'server recording' method.
So the question I have is: Is extension mobility supported in any way on version 8.0, or version 8.5 for recording? And if so which recording method(s) are supported?
Thanks,
JonathanHi,
I had more luck asking questions over at the Calabrio forum - they make the software and Cisco re-brand a version of it - there is some good info on their portal (http://portal.calabrio.com), you have to register but it's fairly painless. The answer I got was:
"QM Desktop recording has always supported extention mobility as it determines the recorded user by the desktop user's login. Extention mobility was not supported for Server and Network recording until the Calabrio QM 8.6.2 release in April 2011 and will be added to Cisco QM starting with QM 8.5.2 in June 2011"
Regards,
Jonathan -
Quality manager QMQU0003 The audio file is invalid and cannot be played
Hi,
I've client using Cisco QM 8.5. There is a recording dated 21st November, 2011 for one agent which he is not able to play back. The agent took many calls that day and all the recording are getting played back except one. The duration of call in question is shown as 37 minutes but the file size is 0KB.
The error client gets while trying to play back is:
QMQU0003 The audio file is invalid and cannot be played
The recording is important to the client. Can someone pl comment what could be done to retrieve it and what could have caused it?
I looked at Event Viewer on Agent PC, unfortunatley there aren't any entries since 8th November to 22nd November. The PC was rebooted on 22nd November and all event viewer is getting updated correctly now.
I am attaching the screen-shot of error in case someone is interested in seeing.
Thanks in advance,
inner_silenceThought of updating the case with current status.
Got some help from Calabrio and the engineer identified a known bug in QM 8.5.1 release.
The Bug ID is: CSCTK75463
Fix will be in QM 8.5.2.
Checked CTIService debugs and found that the agent received a transferred call and the customer has Immediate upload turned on. As a result of this they unfortunately ran into the timing issue which is fixed in 8.5.2. -
Quality Manager Deskop application recording tab
Dears, I have installed a Quality Manager, a contact centre, and a CUCM, and i have the following problem:
While running the quality manager Desktop application, I can see recordings in the archive tab for all agents, but on the recording tab i can only view some of them:
I checked the troubleshooting guide, and i noticed the following problem:
Problem:
In QM Desktop, an agent's recordings show up in the Archives tab but do not appear on the Recordings tab.
Solution:
The agent is not part of a workflow. Agents must be part of a workflow in order for their recordings to appear on the Recordings tab. Their recordings do show up on the Archives tab as long as archiving is enabled.
In my case i am assigning a team to a group, and the same team is assigned to the workflow. And the recordings of some agents of this team are seen in the recording tab while others are not. When i go to the workflow i see that the team is assigned to the workflow, my question is that how can i check that each individual agent is a part of the workflow?
And how can i make all agents appear in the recording tab?
Please help,
regards,
MoustafaHi JT,
Thanks for the reply, but actualy it was me (Regi) who ask the questions
I have a few questions about your reply :
a) Recording desktop logs in WFO_QM\logs (im assuming this is endpoint recording) to see if those recording are tagged for both Quality & Archive reason. If its not marked for Quality then you'll need to check your configuration again.
Q: Yes I'm using endpoint recording. Do you know what log file and entry I should look for ? Because there are some different log files and each contains a lot of entries. Or can you lead me to a guide in Cisco about this ?
b) If its marked for Quality, check ProgramFiles\CommonFiles\SQM\recordings\daily to see if there are any files (*raw) in there. The file size should be increasing when the recording is on going. You should only see current day recording files.
Q: Is the files for Archive Recording should the appear in this folder ? Because right now I'm away from the server and still haven't got the chance to check on this.
c) By default, the recording files should be transferred into storage location at 6pm each day (default location ProgramFiles\CommonFiles\QM\recordings\audio). If the recording files are not in this folder, then it will not appear in the Recording tab. There could be an issue with the uploading process
Q: The recording files exist only in the audio folder but not in the video folder (FYI, I also configure QM for Screen Recording).
Thanks again for the help, JT.
Regards,
Regi -
Can Quality Manager Record Calls for a Non Agent Extension
Hi ,
We have a customer running UCCX 8.x with quality manager. The customer is asking if they can record a regular extension (non-agent) with qulity manager. This extensions have no connection to the contact center , it is just a regular extension registered in CUCM,
Appreciate your quick response.
Thank You
AJYes you most certainly can record non-acd lines, you can record users that are non-acd users as well. We refer to these as Knowledge Workers:
QM is not dependant on the ACD lines themselves in order to record, we record based on Device, and every line on that device can be recorded if configured to do so.
If you are simply using Server or Network recording, you just need to configure the device, and enable for BIB (Network Recording), or setup a SPAN session if doing Server recording. We will then use CTI events to record
See the Administration guide at the URL below, on page 90, Creating a Non-ACD user.
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/user/guide/qm852-administrator-user-guide-cisco.pdf -
Cisco workforce quality management recording issue
Hi,
Has anyone had any success with resolving the below issue with WF quality manager.
QM2014
Message:
*Variable (\*Variable) did not receive packets for at least 15 seconds for a call on device *Variable on Quality Management Recording Server *Variable (*Variable).
regards,
ScottCould you possibly provide more information on the issue you are having and product/version you are using?
Regards,
Bill
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