Quick Setup Guide

Troubleshooting
November 2013 83
If you are experiencing an issue that is related to live monitoring and recording,
choose the issue listed in the table that is most similar to your issue, then refer to the
instructions on the corresponding page.
Table 10. Live monitoring and recording issues and their frequency
Issue Description Frequency
Agent not on the
Live Monitoring
agent list
(page 84)
The supervisor wants to live monitor a specific
agent, but cannot find that agent on the list of
agents available for live monitoring.
Common
Error trying to live
monitor an agent
(page 84)
The supervisor selects an agent in the Live
Monitor agent list and clicks the Live Monitor
button, but no call is received by the
supervisor, and an error is posted.
Common
Agent calls not
recorded (page 85)
Calls for a Recording Solution agent or
knowledge worker are not being recorded as
expected
Common
Audio recordings
contain no speech
(page 85)
Audio recordings contain no speech. The RAW
file size is 1 Kb.
Common
Recordings for
SPAN-configured
agents are on the
agent desktop
(page 86)
A Recording Solution agent is configured to
use server-based (SPAN) recording, but the
files are being created and saved on the
agent’s desktop.
Rare
Call recordings
contain pops and
clicks (page 86)
When reviewing an audio call recording, pops
and/or clicks are heard at various places in
the recording. Speech quality is good
otherwise.
Common
Call recordings are
poor quality
(page 87)
While listening to an audio call recording, the
speech is slow. This might occur only for one
party on the call, or both parties.
Rare
Portions of an
audio call are
missing (page 88)
Large sections of a call’s audio is missing.
Usually, the missing section is at the very
beginning or at the end of the call. In some
cases, it sounds like the call recording stopped
somewhere in the middle of the call and never
resumed.
Rare