Troubleshooting Guide

Troubleshooting Issues
September 2009 33
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. The call recording only
goes until the QM
Network Recording service stops, and call duration
only includes the time until the QM
Network Recording service stops. It
does not include time through end-of-call.
Solution When the QM Network Recording service is stopped, it drops the
connection to the QM
CTI service, which in turn drops the connection to
JTAPI. The QM
CTI service discards all history associated with that
client.
When a new connection is established, JTAPI provides a snapshot of
call events (ringing, established, etc), but does not include RTP events.
In the case of the QM
Desktop Recording service (the endpoint
recording client), it will begin to record again since that service uses
only call events. However, the QM
Network Recording service
(server-based recording) requires RTP events to begin recording. It will
start recording on the next RTP event (this could be after a hold on the
same call).
Problem Playing back a screen recording prompts a username/password popup.
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).
Navigate to Gateway Security. In the right pane, click the link, Click here
to Change Operation Security. On the Operation Security tab, select the
Connect to File check box.