Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide 2.7(3) September 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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Contents Quality Management Troubleshooting Guide 5 ■ Quality Management Documentation 5 ■ Service Names and Executables 6 ■ Registry Entries 7 Site Setup 7 Ident 8 ■ Logs and Debugging 10 Setting the Default Debugger 10 Log Message Formats 12 Configuration Files 13 Enabling Debugging 14 Disabling Debugging 16 ■ ContactDelete Utility 18 Using the Utility 18 ■ Moving the Recording Storage Location 19 ■ Audit Trail Error Messages 23 ■ Troubleshooting Issues 28 Installation Issues 28 QM Configu
Contents
Quality Management Troubleshooting Guide Quality Management Documentation The following documents contain additional information about QM 2.7(3): September 2009 ■ Quality Management Installation Guide ■ Quality Management Administrator User Guide ■ Quality Management Desktop User Guide ■ Quality Management Error Code Dictionary ■ Quality Management API Programmers Guide ■ Quality Management 2.
Quality Management Troubleshooting Guide Service Names and Executables The following are the QM services as listed in the Windows Services utility. Table 1. 6 QM services and executables Service Name Executable Quality Management CTI Service splkjservice.exe Quality Management DB Cleaner Service splkjservice.exe Quality Management DB Proxy Service splkjservice.exe Quality Management Desktop Recording Service sqmservice.exe Quality Management LDAP Monitor Service LDAPMonSvr.
Registry Entries Registry Entries Site Setup HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\SQM\Site Setup Table 2.
Quality Management Troubleshooting Guide Table 2.
Registry Entries Table 3.
Quality Management Troubleshooting Guide Logs and Debugging Applications and services use logging to report status and problems. Each application and service creates two files: ■ Log files (files with the *.log file extension) contain status messages and, if problems occur, warning and other error messages. All messages in log files are identified by an error code. See the Quality Management Error Code Dictionary for more information on error codes. ■ Debugging files (files with the *.
Logs and Debugging To reset Dr. Watson as your default debugger: 1. On the server hosting the QM Database services, click Start > Run. 2. In the Open field, type drwtsn32.exe and click OK. Dr. Watson for Windows starts. 3. Configure the settings to match those shown in Figure 1. ■ Accept the default Log File Path and Crash Dump locations. ■ Set the Crash Dump Type to Full. ■ Clear the Visual Notification check box. 4. Click OK. Figure 1. Dr. Watson configuration settings 5. Click Start > Run.
Quality Management Troubleshooting Guide 6. In the Open field, type drwtsn32.exe -i and click OK. Tthe confirmation dialog is displayed (Figure 2). Figure 2. Dr. Watson confirmation dialog box 7. Click OK to close the dialog box. Dr. Watson is now set as your default debugger. Log Message Formats The following are the formats used by the various log and debug file messages. Each format is followed by an example. C++ and Java *.
Logs and Debugging Configuration Files Each application and service has an associated configuration file that controls logging and debugging. These files can be edited in a text editor such as Windows Notepad to change the logging and debugging parameters. Configuration files are located in the …\Cisco\WFO_QM\config folder on the client or server computer. CAUTION: Edit configuration files only as described in this section.
Quality Management Troubleshooting Guide Table 4. QM configuration and log files — Continued Service/Application Location Configuration File Log File QM Desktop Recording client sqmService.cfg sqmService0001.log QM Mana Service server manaEmergency.properties QM Mana Service server manaservice.properties mana.log QM Mana Service server splkSqmManaService.cfg splkSqmManaService0001.log QM Monitor Service server MonitorServer.cfg MonitorServer0001.
Logs and Debugging The available debugging thresholds are displayed in Table 5. NOTE: Not all thresholds can be used in all configuration files. See the procedures below for which thresholds can be used is particular files. Table 5. Debugging Thresholds Threshold Description Debug Usually sufficient for diagnosing a problem. Will not affect system performance. Call Tracks function entry and exit. Trace Provides a large amount of diagnostic information. May affect system performance.
Quality Management Troubleshooting Guide log4j.appender.DBG.Threshold=#com.spanlink … and replace with the same value you used in Step 2. 4. Save the configuration file. The change takes effect according to the splk4j.watch.check setting (by default, within 90 seconds). You do not have to restart the application or service. To enable debugging in log4j files: 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: log4j.
Logs and Debugging and replace with OFF. 4. Save the configuration file. The change takes effect according to the splk4j.watch.check setting (by default, within 90 seconds). You do not have to restart the application or service. To disable debugging in log4j files: 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: log4j.rootLogger= … and replace with INFO. 3. Locate the line that starts with: log4j.appender.DBG.
Quality Management Troubleshooting Guide ContactDelete Utility The ContactDelete utility (ContactDelete.exe) is a command line tool that is installed on the Database Services server in the following location: …\Cisco\WFO_QM\bin\ContactDelete.exe It is used to permanently delete a specified contact from the database. Once this utility is run on a record, no calculations or contact lists will include the deleted contact. Other than the log file, there is no audit trail indicating the record was deleted.
Moving the Recording Storage Location Moving the Recording Storage Location Follow this procedure to change the location where voice and screen recordings are stored. ■ Voice Recordings: You can change the storage location to any local or external folder. It is not necessary that they be stored on the machine hosting the Voice Services. ■ Screen Recordings: You can change the storage location to any local or external folder.
Quality Management Troubleshooting Guide 5. From the menu, choose Tools > Set Recording Home Directory to display the Recording File Storage Location window (see Figure 3). Figure 3. Recording File Storage Location window 6. Select if you want to store recordings in a local or external storage location, and then enter the desired location in the Host Name/IP Address and Storage Location fields. 20 ■ Local Storage Location.
Moving the Recording Storage Location 7. If you selected an external location, enter the username and password required to access that location. If the user is a domain user, enter the name with the format \. This user must meet these requirements: ■ The user must be known to the local server (must be a local user or a trusted domain user). ■ If the user is a domain user, the domain specified has to be trusted by the local server.
Quality Management Troubleshooting Guide To verify that new recordings are uploaded to the new location: 1. With archiving enabled, make a test call from a phone that is configured to be recorded. 2. In QM Desktop, download that call on demand on the Archive tab and play it. You will be able to do this if the call is uploaded to the correct location. NOTE: If you do not enable archiving, you must wait for the normal uploading cycle to occur before you can review the call on the Recording tab.
Audit Trail Error Messages Audit Trail Error Messages Table 6 describes the audit trail error messages that can appear in the User Recording Status and System Status reports generated through QM Desktop. Table 6. Audit trail error messages Message Description/Action At least one required component for screen recording is not running. Description: A component required to record the screen is either not running or is not installed.
Quality Management Troubleshooting Guide Table 6. Audit trail error messages — Continued Message Description/Action Free Space . Description: Free space checks should occur periodically. The default configuration puts the check at every 18 seconds when free space is less than or equal to 32000 Mb, and every 10 minutes when free space is greater than 32000 Mb. To be approved for upload, free space must be greater than or equal to the file size plus 90% of the failure threshold.
Audit Trail Error Messages Table 6. Audit trail error messages — Continued Message Description/Action Logged out. Description: A QM user has logged out. Action: None. Description: The MAC address for the agent’s phone is not associated with the JTAPI user. No recording will take place. Action: Be sure the phone is correctly configured in Cisco Unified Communications Manager (Unified CM). Verify the agent’s phone is associated with the QM JTAPI user.
Quality Management Troubleshooting Guide Table 6. Audit trail error messages — Continued Message Description/Action Service is stopped while user has not logged out: . Description: The QM Desktop Recording service is stopped while the user is still logged in. No recording will take place. Action: Restart the QM Desktop Recording service or reboot the computer. Description: The specified user does not belong to a team. No recording will take place.
Audit Trail Error Messages Table 6. Audit trail error messages — Continued Message Description/Action Uploaded (voice/screen): Description: The number of recorded voice and screen files that have been uploaded to the server. Action: None. Uploads Stopped: Not enough free space . Description: FTS has stopped uploading recordings to because the location at is full. Action: Add more storage.
Quality Management Troubleshooting Guide Troubleshooting Issues Installation Issues Problem The client application installations do not download when the links on the installation web page are clicked. Symptom. When the install program link is clicked, a “HTTP 404—File Not Found” error is displayed. Cause. QM Configuration Setup was not completed successfully on the QM server. Solution On the QM server, navigate to the C:\Program Files\Cisco\WFO_ QM\bin folder and double-click PostInstall.
Troubleshooting Issues Solution Wait five minutes to allow the automatic upgrade to complete. Then check the Add or Remove Programs utility in Control Panel for the version of the installed application. If the version is not correct, manually install the upgrade. Problem While running QM Configuration Setup after installing QM, the following error message is received: “Unable to get information from SQL Server”. You are using SQL Server 2005 and a named instance, not the default instance. Cause.
Quality Management Troubleshooting Guide QM Configuration Setup Issues Recording Issues Problem Desktop recording fails. Symptom. No recording files are in the C:\Program Files\Common\QM\Recordings folder on the desktop where recording is failing. Solution Action: 30 Check the following possible causes and solutions: ■ Verify that the DNS is configured to resolve IP addresses and host names. From the PC where desktop recording is failing, run the command ping -a .
Troubleshooting Issues Quality Management Installation Guide. If the phone is configured correctly and the problem still exists, try the following. Problem ■ Use a packet capture tool (for example, Wireshark) to verify that the phone is forwarding RTP and phone protocol (SCCP or SIP) traffic to the NIC card on the client PC. ■ Verify the Inclusion List node under Site Configuration in QM Administrator is configured correctly. See the Quality Management Administrator User Guide for more information.
Quality Management Troubleshooting Guide Problem The message, “Conversion from raw to spx failed” is seen multiple times in the System Status report, but all the recordings for the specified agent for that day were uploaded correctly. Solution If the staging process that occurs after the configured End Of Day is interrupted before it is completed, you might see this error message in the System Status report. Part of the staging process involves converting the *.raw files to *.spx files. The *.
Troubleshooting Issues 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. Problem The QM Network Recording service is stopped while an agent is on a call, and then restarted before the call ends.
Quality Management Troubleshooting Guide Problem When using server-based recording, screen recordings fail. This typically happens when using external screen storage. Solution On the screen server, launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator). Expand the Local Gateway node, and then expand Gateway Server Settings. Select Gateway Security. . In the right pane, click the link, Click here to change Operation Security.
Troubleshooting Issues ■ The dbproxy.log contains the following message. Unknown Java Timezone ID: null. Endpoint Timezone Cause. Unable to update timezone in the data because the timezone is not in the tzmappings files (for example, Pakistan Standard Time). The Java version shipped with QM does not include the Windows time zone specified in the dbproxy.log. Solution To update the tz database for Java to include your time zone: 1.
Quality Management Troubleshooting Guide 7. Enter the following command to verify the current Java version is the same as the downloaded tzupdater.jar version. java -jar tzupdater.jar -V If the problem persists, contact customer support. Problem Garbled speech appears in the QM call recording when Cisco Unified CM-based monitoring is used. Symptom. The speech is garbled when trying to silently monitor a conversation. Cause.
Troubleshooting Issues Find is clicked, an error message displays indicating that no data is available. Cause. In Site Configuration, the Active Directory domains were added using the host name to identify the Active Directory connection. The connection was validated and the domain configuration was saved. Solution Edit the domain configuration to change the host name to an IP address. Once changed, Active Directory data can be found in the Link Selected Users window.
Quality Management Troubleshooting Guide QM Desktop Issues Problem Reports in CSV, PDF, and XLS format do not open in Microsoft Internet Explorer 7. Symptom. A dialog to save the report opens but closes again very quickly. Solution Clear the Confirm open after download check box for the CSV, PDF, and XLS file types. To do this, follow these steps for each file type: 1. Double-click My Computer. 2. On the Tools menu, choose Folder Options. 3. Select the File Types tab. 4.
Troubleshooting Issues ■ Verify the Active Directory path is configured correctly in QM Administrator under Enterprise Settings. ■ Verify the QM server is in the user’s domain, or in a trusted domain. ■ Verify the user is synchronized in QM, linked, and licensed. ■ Verify the user account in QM was not deactivated and the agent was not removed from Unified CCX. Problem In a conference call, the DNIS is shown as “Conference.” Solution QM uses JTAPI for call events.
Quality Management Troubleshooting Guide 40 Problem When the QM Tomcat service is restarted or stopped, the process gives a warning error message that the system is unable to stop the service. Solution In fact, the QM Tomcat service really is stopped at that point. It was shut down before it was fully initialized. The user is able to manually restart the QM Tomcat service cleanly.
Troubleshooting Flowcharts Troubleshooting Flowcharts The following flowcharts explain how to diagnose and correct problems that might occur after QM is installed. The flowcharts cover the following problems.
Quality Management Troubleshooting Guide Figure 4.
Troubleshooting Flowcharts Figure 4.
Quality Management Troubleshooting Guide Figure 4.
Troubleshooting Flowcharts Figure 4.
Quality Management Troubleshooting Guide Figure 4.
Troubleshooting Flowcharts Figure 4.
Quality Management Troubleshooting Guide The QM Desktop Recording Service is not Recording the Screen Use the following flowchart to resolve the problem when QM Desktop Recording service is not recording the screen. Figure 5.
Troubleshooting Flowcharts Figure 5.
Quality Management Troubleshooting Guide QM Desktop does not Play Back Recordings Use the following flowchart to resolve the problem when QM Desktop does not play back recordings. Figure 6.
Troubleshooting Flowcharts The QM Network Recording service is not Recording Client Calls Use the following flowchart to resolve the problem when the QM Network Recording service is not recording client calls. Figure 7.
Quality Management Troubleshooting Guide Figure 7.
Index A Audit trail error messages 23 C Configuration files 13 ContactDelete utility 18 R Recording storage location moving 19 Registry entries Ident 8 site setup 7 Related documentation 5 S D Debugging 10 disabling 16 editing configuration files 13 enabling 14 Service names and executables 6 T Troubleshooting 28 E Executable files 6 L Logs 10 editing configuration files 13 message formats 12 M Moving the recording storage location 19 Q QM documentation 5 QM services 6 September 2009 53
Quality Management Troubleshooting Guide 54 September 2009
