Troubleshooting Guide

Quality Management Troubleshooting Guide
26 September 2009
Service is stopped while user has
not logged out: <user name>.
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.
This user must belong to a team
to record: <domain\username>.
Description: The specified user does not belong to a
team. No recording will take place.
Action: Assign the user to an ACD or QM team and
synchronize the data with QM using
QM Administrator to initiate the
synchronization process. For quality
management recording, verify the team is
assigned to a workflow.
Unable to retrieve phone
information.
Description: The QM Desktop Recording service was
unable to detect the MAC address for the
connected phone. No recording will take
place.
Action: Be sure the agent’s phone and computer
are connected in accordance with the
section, “QM Desktop Recording Service
Requirements” in the Quality Management
Installation Guide. If a phone is no longer
detected, QM will send a message through
Mana.
If the agent’s phone and computer are
connected correctly and the problem still
exists, try the following.
■ Update the user’s NIC driver.
■ Run a Wireshark capture to verify that
the phone is communicating properly
with the client PC. Filter the capture
for SKINNY (or SIP in the case of a SIP
phone) to verify the phone is
forwarding its traffic to the client PC.
Uploaded (voice): <number of
voice files>
Description: The number of recorded voice files that
have been uploaded to the server.
Action: None.
Table 6. Audit trail error messages — Continued
Message Description/Action