Troubleshooting Guide

Audit Trail Error Messages
September 2009 25
Logged out. Description: A QM user has logged out.
Action: None.
MAC address is not associated
with the JTAPI user: <MAC
address>.
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.
QM CTI service is connected: <CTI
Server IP address>
Description: The QM Desktop Recording service is
connected to the QM CTI service.
Action: None.
QM CTI service is disconnected:
<CTI Server IP address>
Description: The QM Desktop Recording service is not
connected to the QM CTI service. No
recordings will take place.
Action: Be sure the QM CTI server IP address is set
correctly in QM Administrator and that the
QM CTI service is running. Verify the JTAPI
user name and password are correct for
the configured QM JTAPI user.
QM recording software is ready to
record.
Description: The QM Desktop Recording server is ready
to record.
Action: None.
Recorded (voice): <number of
voice files>.
Description: The number of recorded voice files ready to
be uploaded.
Action: None.
Recorded (voice/screen):
<number of voice and screen
files>
Description: The number of recorded voice and screen
files ready to be uploaded.
Action: None.
Screen recording failed to start. Description: Screen device failed to start recording.
Action: Restart the QM Desktop Recording service;
systems will initialize the screen device.
Verify the PROXY Pro Host service is
running. Restart the PROXY Pro Host
service.
Table 6. Audit trail error messages — Continued
Message Description/Action