Troubleshooting Guide

Quality Management Troubleshooting Guide

38 September 2009

QM Desktop Issues

Problem Reports in CSV, PDF, and XLS format do not open in Microsoft Internet

Explorer 7.

Symptom. A dialog to save the report opens but closes again very

quickly.

Solution Clear the Confirm open after download check box for the CSV, PDF, and

XLS file types. To do this, follow these steps for each file type:

1. Double-click My Computer.

2. On the Tools menu, choose Folder Options.

3. Select the File Types tab.

4. Under Registered File Types, select the file type, and then click

Advanced.

5. Clear the Confirm open after download check box, and then click

OK.

Problem An agent can view calls on the Dashboard tab but not on the

Recordings tab.

Cause. This happens when any of the following has occurred:

■ The agent’s team is not in a group

■ The agent is deleted from Unified CM

Solution To see the calls on the Recordings tab, do one of the following (as

appropriate to the individual situation): add the team to a group in

Administrator, or add the agent in Unified CM.

Problem The user is unable to log in.

Solution Check the following to verify if the Windows account the user is logging

in with is the correct account:

■ Check the sqmservice.dbg file for the credentials the user is

using to log in.