Troubleshooting Guide

Troubleshooting Issues
September 2009 31
Quality Management Installation Guide. If the phone is configured
correctly and the problem still exists, try the following.
■ 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.
Problem Recording drops 5-10 seconds of audio near the beginning of a call.
Symptom. When CAD and QM are running on the same machine, the
recording is missing audio near the beginning of a call and the
recording quality might also be garbled.
Solution Verify the DNS is configured to resolve host names of the CAD
Recording servers. From the PC where desktop recording is failing,
open a command window and enter ping -a <CAD Recording server
hostname>. If the ping cannot resolve the CAD Recording server
hostname, then neither can the QM
Desktop Recording service.
Configure the DNS so that host names are resolved.
Problem Playback of screen recordings fail. Voice recordings are unaffected. The
system suffered a power failure but was restarted successfully.
Solution The path of the video folder on the Screen server changed to an
incorrect location. For example, Configuration Setup displays the
screen recording storage path as C:\Program Files\Common
Files\QM\recordings\video when they are actually located at
E:\Program Files\Common Files\QM\recordings\video. Correct the
folder path to the true location in Configuration Setup and screen
recordings will play back. If the path is configured correctly and the
problem still exists, try the following.
■ Stop, then start the PROXY Pro Host service on the QM service.
■ Map a drive to the recording storage location from the client
running QM Desktop. If this fails, there might be a policy
restriction on the user’s Windows account.