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.

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    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

  • 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

  • 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.

  • Call Records from Call Manager

    I am trying to figure out how I can get call records from Call Manager. I can get CR form our PBX but cannot figure out the Call Manager... Any ideas?
    Thanks,
    Dennis

    Hello
    There are 2 ways to get call record.
    Cisco has a built-in CDR Report Analysis. This application is accessable from the CallManager
    Go to Application, Install Plugin, install the CDR Reporting and Analysis plugin in CallManager. Then go to Servicability and go to Tools then select CDR Analysis and Reporting
    Default login is admin/admin
    2nd method is via SQL Server where there is a databae call CDR . You can customize a ASP page to retrive the data you want from there
    enjoy

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