Quality Management / Workforce Optimization - RECON Tool

As noted in the document below on page 40 there is a RECON tool you can use to pull logs and gather other data from client machines. I called Calabrio and they offer 0 support on this tool. The error we are getting appears to be a C++ issue with a package missing or corrupt. Anyone ran into this and came up with a fix?
https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_10x/troubleshooting/guide/qm-troubleshooting-guide-cisco-100.pdf

Hi
My first suggestion would be to look at your AQM config. AQM uses CTI as well, and may be set up with a different user for JTAPI.
I typically set AQM and UCCX to use the same user (the one specified for RM-CM in UCCX) so that if an agent works for UCCX, he will work for AQM - for JTAPI at least.
Regards
Aaron

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Quality and WorkForce Management ACD data and some problems

I installed the Quality / Adv Quality Mgt. and than i installed workforce management services. I have access panels each service no problem. But, I constantly getting the following mail from WFO and I do not know how to solve
WFM2001
Message:
The Capture Service is failing to capture ACD data.
Action: Contact technical support.
Other problem; I can't see anything about my agents, teams or etc. when i open WFO web management page or Quality Manager Administration.
For example on WFO web management page, left pane, Agents menu, i can't see my CXX agents.
Last one, i need to WFO and Qualit Management Recording using documentation (how to use both programs ?)
Thx....

Hi
Documentation is here : http://www.cisco.com/en/US/products/ps8293/tsd_products_support_series_home.html
It would appear you haven't set up the SQL connection as directed in chapter 3 of the install guide.
Aaron

A Quality report as a tool for the Quality management of Web services

Hi everybody,
I would like to explain and discuss my current research project with you:
The differentiation from competitors is crucial for the economic success of a product. This differentiation can be achieved in addition to price and the date of the market entry through the product quality. To differentiate the quality of products, it is necessary to distinguish between several relevant product characteristics, to determine their values, to evaluate these values and to relate this evaluation to the evaluation of other products. Techniques for the determination of the quality of a product are used in many areas of the quality management, e.g. in the quality assessment.
Web Services are software systems supporting a machine-machine interaction over a network. Web services are often used as modules in different software architectures, especially in Service-oriented architectures (SOA).
In the course of quality management of a Web service applied in software consequently needs appropriate procedures and quality models as means to determine the quality. As there is a lack, research is needed in this field.
In order to eliminate the described deficit, a procedure is to develop that helps to determine the quality of a Web service. A report is conceivable which integrates all relevant views, all influences on the quality and all phases of the life cycle of a Web services.
During the research a lot of similarities between Life cycle assessments of environmental management and the quality management have been identified. These similarities include e.g. principles, procedures and the terminology. Since the Life cycle assessments relate on the product life cycle, on the stakeholders and on all relevant product characteristics, an adaption of the method on the quality management of software seems to be promising.

I would like to answer the following two research questions:
- Is it possible to adapt the principles and procedures of Life cycle assessment and Sustainability reporting to the quality management of Web services?
- Is a quality report based on these findings an appropriate tool for quality management?
Do you have any experiences with the quality management of Web services? Which procedures do you use to determine the quality of Web services? How are your experiences with that procedures? Where are their weaknesses?
Edited by: Bastian Grabski on Jan 7, 2010 11:36 AM

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,
Scott

Could you possibly provide more information on the issue you are having and product/version you are using?
Regards,
Bill

Quality Manager with Contact Center Enterprise (not Express)?

Is Quality Manager (part of the Workforce Optimization package) supported with Contact Center Enterprise? The documentation focuses on Express only.
Thanks,
Tom

You buy QM Enterprise direct from Calabrio, and QM Express from Cisco.

Cisco Quality Management: 8.5.2.18. Recording only one agent.

Good day! There are a cluster of two CUCM (8.5.1.13900-5), UCCX (8.5.1.11004-25, Licence – Enchanced), Cisco Quality Management (8.5.2.18), Cisco IP Comunicator as agent's phone (using SCCP for a registration) at the deployment. When I login in the Cisco Unified Workforce Optimization, I see only one of agent's recording, although I see four agent who are configurated at Quality Administrator Managment . I noticed the only one of difference among the agents. It's the field "Name Dialing" at User Configuration of CUCM (I reckon it doesn't matter). But possibly I need to set a configuration at local computers agents. When I tried to fix the my issue and I couldn't find the Device name for JTAPI user at CUCM. I add the Device and I have a question. Do I have to add only Device or CTI as well? I attached the screenshot "JTAPI". It is the configuration of application user at CUCM. Could you help me with recomendations for fixing this issues?

Hi
My first suggestion would be to look at your AQM config. AQM uses CTI as well, and may be set up with a different user for JTAPI.
I typically set AQM and UCCX to use the same user (the one specified for RM-CM in UCCX) so that if an agent works for UCCX, he will work for AQM - for JTAPI at least.
Regards
Aaron

Stuck on "Initializing Media Player Applet, Please Wait." under Recordings - Calabrio One Quality Management

We're having an issue with a couple of users who cannot access the Recordings section of the Calabrio Quality Management web interface. Other users can login and view Recordings just fine and they seemingly are configured the same. Here is what the failed user experiences:
1) User logs in to Calabrio Quality Management (Separate Logins) via the Cisco Unified Workforce Optimization page.
2) User clicks Recordings button on the top part of the page
3) After accepting a couple of Java Security prompts and enabling pop-ups, it just hangs on the following prompt:
Initializing Media Player Applet, Please Wait...(This may take several minutes)
What's odd is that on the same PC, I will log in with another user that is known to work, and they can access the page with no problems.
Here are things I have tried to rectify the problem but have not succeeded:
- Tried on IE 8, 10 and 11, Firefox, and Chrome
- Cleared Java Temporary Internet Files
- Checked users permissions Under Quality Manager Administrator
- Validated PC settings (where the login is), all checks have passed
We are running Calabrio One Quality Management 9.0.1.57.
Any ideas?
Thanks,
John

Hey all,
I spoke to Calabrio Support and this is a known issue with all versions of QM to date. The problem is when sometimes user searches are too big. The QM C1 auto-executes the most recent search and will cause the page to never load.The fix as follows:
1) Log into the Windows Server that has the QM Software installed.
2) Open "Quality Management Administrator" and log in. Expand 'Site Configuration', then click 'System Database' to find the SQL Instance Hostname/IP. You'll need it for Step 4.
3) On Windows, Click 'Start >> All Programs >> Microsoft SQL Server 2008 R2 >> SQL Server Management Studio'
4) SQL Server Authentication. Input the following:
Server Type: Database Engine
Server Name: <SQLInstance>\QM
Authentication: SQL Server Authentication
User: sa
Password: *********
Log in.
5) Expand 'Databases'
6) Right-click the database 'SQMDB', then click 'New Query'
7) Enter this command:
delete from Search where name='recentsearchforsystem'
8) Click Execute
9) Log into the Web interface again and test and verify access to Recordings is now working

Quality Manager - Clearing Unscored Call recordings

Probably a very basic question, but unfortunately I'm not yet familiar with this product.
Some of our supervisors wish to clear out a backlog of "Unscored" recordings from the list in Quality Management Desktop, so that they can start with a clean slate the following week.
Can anyone advise how to do this? I've searched documentation and googled but haven't had much luck.

Hi
The unscored reports will eventually disappear.
You set different retention periods for scored and unscored recordings in the admin tool.
The idea is that you might for example set:
2 weeks for unscored
1 week for scored
Then your scored recordings would disappear after being available for a week for review, and the unscored ones will be around longer to allow time to get round to scoring them.
The scores are then kept on file (along with answers to the rating questions etc) for reporting purposes.
The retention periods are configured on the Workflow in QM Desktop Administrator...
Regards
Aaron
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Create Quality Management view for a Material in background mode

I want to know if there is a way to create a Quality Management View (Quality Management tab) on Material Master (material already extended to plant ) in background mode.
The requirement is to add inspection setup data for a material extended to a particular plant in background. I tried using 'BAPI_MATINSPCTRL_SAVEREPLICA' to add the data and it works perfect as required. Now the problem is this BAPI is creating the inspection setup data only for the material which has QM tab in MM02 for e.g. I manually created the inspection setup for a Material from MM01 and then deleted it , now the BAPI works fine for this material because when I created an inspection setup from MM01 it created the QM tab and after i deleted the entry the tab was still there with no entry in inspection setup.
I want to create inspection setup for a material which does not have QM tab.
I have to create everything is background mode. BDC is one option which I am list interested in.
Thank you for helping in advance.

Thank you for looking into my issue. I have to do the inspection setup in background without using any front end transaction.

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

Inspection setup in view quality management update in material master

Hi all,
We are using BAPI_MATERIAL_SAVEDATA for our material master updation.
Here one of the change in the program is to update the inspection setup in the view quality management.
Can anybody tell in which stucture of the bapi BAPI_MATERIAL_SAVEDATA i can pass the values of the inspection set up fields.If not is there any other bapi through which can be done?
Thanks in advance.
regards
Nazmul

Hi,
To deactivate the Inspection Types for materials, you can use transaction QA08.
Here use tab "Deactivate insp. type" and specify the inspection type which you want to dactivate.

Licensing Issue Quality Management 9.0 with UCCX 8.5

Hi guys,
The UCCX compatibility matrix, Cisco WFO System config Guide plus QM 9.0 installation guide all state QM9.0 is compatible with UCCX 8.5(SU3).
We have ordered QM9.0 licenses using part number
L-CCX-90-QM-L-K9=:L-CCX-90-QM-L-K9= : CCX 9.0 Quality Manager Server , 10 Seats LICENSE ONLY
I am unable to add these licenses to our UCCX server as I am getting:
Error: The Cisco Unified CCX Quality Manager Seat feature (2nd line) of xxxxx.lic has unsupported version number (9.0)
Has anyone installed QM9.0 with UCCX 8.5 and if so what licenses did you have to purchase?
Thanks!

I have not done this yet, I was looking into getting the license to do same you are doing. Thanks for the heads up. I will wait to see outcome of your attempt.
My main drive to go to 9.x is to get IE9 32 bit support with the latest 9.x SR as I have a handful of supervisors who have Windows 7 and using it to play back recordings, etc and I'm tired of the compatibility issues and time spent on their PCs to keep it running after they do other updates, etc. Was hoping 9.x with the IE9 and 32 bit support would help with those headaches.

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

Is Quality management module required to be used for vendor evaluation?

Hi,
There is vendor evaluation functionality in MM. Is use of quality management module is mandatory for this? I wish to track the performance of vendor regarding quality (How much he has supplied, out of which how many are accepted and how many are rejected). Can I get this report without using QM?
Thanks in advance,
Satish

you can enter Quality results manually in vendor evealuation, so QM is not necessary for this, however with QM you can get the scores semi-automatic and automatically.

Function module for Mass uploadnotifications in Quality Management

Hi Experts,
I need function module for quality management which MASS UPLOAD THE QM NOTIFICATIONS.
Thanks

Hi,
For updation use BAPI_QUALNOT_ADD_DATA.
Hope it helps.
Regards
Hiren K.Chitalia

Quality Management / Workforce Optimization - RECON Tool

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