Troubleshooting Guide

Quality Management Troubleshooting Guide
36 September 2009
7. Enter the following command to verify the current Java version is
the same as the downloaded tzupdater.jar version.
java -jar <known-directory-path>tzupdater.jar -V
If the problem persists, contact customer support.
Problem Garbled speech appears in the QM call recording when Cisco Unified
CM-based monitoring is used.
Symptom. The speech is garbled when trying to silently monitor a
conversation.
Cause. This type of silent monitoring causes an extra stream to be sent
from the phone. The extra stream is captured by the QM recording
software (desktop or server-based) and stored in the call recording file.
This type of silent monitoring can only be used on Cisco-supported hard
phones.
Solution Don’t use this method of silent monitoring.
QM Administrator Issues
Problem On some windows in QM Administrator (for instance, the questions area
on the Evaluation Form Templates window), buttons appear cut in half.
Symptom. Buttons are not displayed correctly.
Cause. The Display DPI setting is set to something other than Normal.
Solution In the Windows Control Panel, start the Display utility. On the Settings
tab, click Advanced. In the resulting Plug and Play Monitor Properties
dialog box, select the General tab and make sure the DPI Setting is set
to Normal size (96 dpi). Click OK twice to save and apply your settings.
Problem In QM Administrator (Personnel > User Administration > Link Selected
Users), Active Directory users are not found if the domain is identified
by the host name. When a user is selected, the Link Selected Users
dialog is launched and domain information is displayed. However, when