Troubleshooting Guide

Troubleshooting Issues
September 2009 39
■ Verify the Active Directory path is configured correctly in
QM Administrator under Enterprise Settings.
■ Verify the QM server is in the user’s domain, or in a trusted
domain.
■ Verify the user is synchronized in QM, linked, and licensed.
■ Verify the user account in QM was not deactivated and the agent
was not removed from Unified CCX.
Problem In a conference call, the DNIS is shown as “Conference.”
Solution QM uses JTAPI for call events. The Calling Number shown in QM
Desktop is the unmodified calling number. It will stay the same
throughout the call, no matter if the call is transferred or conferenced.
The Called Number shown in QM Desktop is the last route point it went
through. If the call was a direct call (or the route points are not being
monitored by the JTAPI user defined in Site Configuration in
QM
Administrator) it will be the unmodified called number. It will stay
the same through transfers and conferences.
There might be cases where the unmodified calling/called number is
unknown due to devices being registered while the call is already in
progress. Refer to the JTAPI Guide for your version of Unified CM.
Service Issues
Problem The Sync service is not synchronizing databases.
Solution Ensure that the IP address for both Side A and Side B are correct. The
IP address and “side” are tied together and are not interchangeable.
For example, you cannot specify the IP address for Side B in the Side A
field.
Ensure that the user account under Site Configuration > Cisco Unified
CC Database > Authentication is the correct NT or SQL user.
Verify that the user is configured correctly according to the Quality
Management Installation Guide.