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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Similar Messages

Cisco Unified WFO - Call Recording and Quality Management stops recording with conferenced translator

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.
Any help would be much appreciated. Thanks!
-Chris

So 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
the call configured for network recording, the transfer or conference fails and
parties drop off of the call.
Cause. Cisco Unified CM does not support codec changes for devices that are
configured for call recording. The codec must remain the same throughout the life
of the call. For conference calls, the conference bridge must support the codec
used before the conference completes.
Solution. Update the Cisco Unified CM configuration to ensure that no codec
changes occur for network recorded devices.

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 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 you

Did you ever get this resolved? This product is horrible. I fix one thing and then another is broken.

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,
Jonathan

Hi,
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

Cisco Quality Management Call ID fields from UCCX

Hi,
I have a script that needs to query the QM database after the call was made in order to obtain the recording ID. I need to know the unique Call ID passed on from UCCX to QM in order to do this.
Upon looking at the Ccr table in the Quality Management database, I see that there are two Call ID columns: icmCallId and associatedCallId. Does anyone know if these are call ID's passed on by UCCX or generated by QM? Columns icmCallId and associatedCallId do not match the Session ID or the Identifier ID in my script. Any insight?
I know that I can pass the Identifier ID to QM via an ECC variable to CAD and then as metadata. Then, I can query the QM database where the row matches the Identifier ID. However, passing metadata has proven to be unreliable in our environment as the metadata is not being sent to QM consistently.

Hi Tanner, thank you for your confirmation. However, the Implementation Id is not being sent to Quality Management from UCCX. Therefore, I have no way to associate the call. I have gone another route and that is to query for the call in the QM database after the fact by ANI, Time, and DNIS.

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
AJ

Yes 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

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

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

Control Key for Quality Management in Procurement

if we activate Control Key for Quality Management in Procurement in material master then wether we need also store a control key at the plant level for quality management in procurement.
if we want want to maintaine
pls tell me how it is
pls expalin
faisal

if we activate Control Key for Quality Management in Procurement in material master then wether we need also store a control key at the plant level for quality management in procurement.
I am not clear about your question. But I guess you want to know about control key function. You activate "proc. asctive" box in QM view of material master, that is always at plant level. When you activate this, system automatically asks for a control key & cert type, thats mandatory field.

Warehouse Management (WM) Quality Management Interface

When receiving materials into quality management from a purchase order the system automatically puts the material into the interim bin 902. Is it possible to configure the system to automatically create the transfer order (and select the putaway bin) from the Quality management usage decision - moving the material from 902 to the put away bin? The materials management movement type is 321.

whenever you recieve material from external supplier, then it goes to 902, this has nothing to do with the stock status.
At the same time you usually get a transfer request to move the material to the bins.
When your quality inspection is done, then this will create a so-called posting change notice with a positive quant in urestricted status and a negative quant with Q status, both in storage type 922.
It does not really matter if your q-status quantity is still in 902 or already in the final bins, when you process the posting change notice in LU04, except you are moving the postive quant manually from the 902 zone and issue already material.
Both, the automatic creation of TOs for the transfer from 902 to the bin as well as the processing of the PCN can be automated.
Background jobs are RLAUTA10 and RLAUTA11

BDC for MM02 - Quality management

Hi Friends,
I need to create BDC program for MM02 with Quality Management View.
My problem is with the sequence of the QM view in MM02 for different material types as per with recording.
Kindly suggest me to resolve the issue.
Thanks & Regards,
S.Suresh
Edited by: The Rock on Nov 7, 2011 1:43 PM

Hi S.Suresh,
I would simply read table QMAT to check if material/plant has Inspection Type '01'.
Then, in case Inspection Type needs to be created, just call the BAPI_MATINSPCTRL_SAVEREPLICA FM with structure INSPECTIONCTRL properly filled-in.
If successful, then remember to call BAPI_TRANSACTION_COMMIT.
Hope this could help.
Bye,
Flavio

Quality Management - Usage Decision error

Hi all,
My scenerio is - There is a material ABC which is procured from the supplier. The Quality of the material is 'below standards'. However, material ABC, in Tcode QA11 Usage decision was done as ACC1 (accepted). Since the material ABC is not meeting quality standards, Usage decision is changed to RET1 (Bad Raw Material - Return) using Tcode QA12.
Now the problem is that when I enter QA11, the system does not allow me to enter as a message appears 'Detailed Info- Usage decision made is disallowed' is showing.
Please provide me a solution as the material is lying in the unrestricted stock and it has to be returned to the supplier. Also please consider costing implications.
Thanks in advance

Cancel the inspection lot in QM using the function to change the usage decision.
Logistics - Quality management - Quality inspection - Inspection lot - Usage decision - Change with History - Usage decisions - Functions - Cancel lot
Reward if cleared and close the thread.

Integration with Quality Management

Dear Friends,
We want to integrate DMS with Quality Management. We want to attach originals in the transactions Quality Usage Decsion (QA12 ) and Inspection lot (QA03).
I didn't found any objects for these. Is there any standard objects there. How can we bring the tab / screen for attaching / assigning DMS document in above said transactions.
Regards,
Sai Krishna

Hi friends,
Does any one can clear my doubt.
Shall I know the difference between "service for object" (for certain transaction availble on top left corner) and DMS link (thru customization adding Object link ). Sall I know the advantages / disadvantages in both cases.
SAP didn't given DMS link for all certain transactions like QA12 . In that case can we allow the users to use this functionality for certain transactions like QA 12 thru authorization.
When we are using DMS, how to restrict the users not use this.
I do understand that we can create new objects and assign to DMS Doc. types. We can do it thru SE 80 or create new objects, module pools SAPLCV130 and SAPLCV140 and function module OBJECT_CHECK_XXXX (XXXX = object name).
Regards,
Sai Krishna

Quality Manager - Clearing Unscored Call recordings

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