Troubleshooting Guide

Quality Management Troubleshooting Guide

32 September 2009

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 *.spx files are moved to the Staging folder, while the *.raw

files are deleted from the Daily folder. If the staging process is

interrupted after some files have been converted and the *.raw files

have been deleted, when the staging process resumes, it starts from

the beginning so that it appears to fail converting the files that it

already processed correctly before the interruption.

Examples of interruption include rebooting the PC or restarting the

Desktop Recording service during the staging process. In these

scenarios, no recordings are lost.

Problem Unable to record calls from a SIP phone right after rebooting the PC.

Solution To detect the connected IP phone, the QM Desktop Recording service

monitors the heartbeat messages between the Unified CM and the IP

phone. It may take up to 6 minutes after the QM

Desktop Recording

service starts to properly identify a SIP phone.

Problem When playing a contact recording for evaluation, audio and video

streams are out of sync.

Solution Stop and then restart the playback to resync the audio and video. If that

does not work, click the Cancel button and exit the evaluation form,

then open it again and start over.