Troubleshooting Guide

Troubleshooting Issues
September 2009 37
Find is clicked, an error message displays indicating that no data is
available.
Cause. In Site Configuration, the Active Directory domains were added
using the host name to identify the Active Directory connection. The
connection was validated and the domain configuration was saved.
Solution Edit the domain configuration to change the host name to an IP
address. Once changed, Active Directory data can be found in the Link
Selected Users window. If you want to continue using host names, add
the host name to the DNS path to ensure that the host name is
reachable by all computers.
Problem QM 2.5 provided the ability to configure who can evaluate all forms
from the User Administration window. The ability to configure who can
evaluate forms in the User Administration window in QM 2.5 was lost
when upgrading to QM 2.7. The settings revert back to default settings.
Solution QM 2.7 or greater now allows you to configure who can evaluate a new
form when it is created or modified. The evaluation and approval
settings check boxes appear on the Properties tab in the Evaluation
Form Administration window.
Problem Not enough calls are saved for quality management workflows.
Symptom. Calls that should be saved for quality management
workflows only appear under the Archive tab in QM
Desktop when an
agent shuts down or restarts their machine at the end of the day.
Solution Either set the End of Day time to a later time in QM Administrator or
ensure that the agent’s machine is not shut down or restarted at the
end of the day.