Technical References

Troubleshooting
October 2007 29
Problem The message, “Conversion from raw to spx failed” is seen multiple
times in the Service Status report, but all the recordings for the
specified agent for that day were uploaded correctly.
Solution If the staging process that occurs after the configured End Of Day is
interrupted before it is completed, you might see this error message in
the Service Status report.
Part of the staging process involves converting the *.raw files to *.spx
files. The *.spx files are moved to the Staging folder, while the *.raw
files are deleted from the Daily folder. If the staging process is
interrupted after some files have been converted and the *.raw files
have been deleted, when the staging process resumes, it starts from
the beginning so that it appears to fail converting the files that it
already processed correctly before the interruption.
An example of an interruption may include rebooting the PC or
restarting the Desktop Recording service during the staging process. In
this scenario, no recordings are lost.
Problem Unable to record calls from a SIP phone right after rebooting the PC.
Solution To detect the connected IP phone, QM Recording monitors the
heartbeat messages between the Cisco Unified Communications
Manager and the IP phone. It may take up to 6 minutes after QM
Recording starts to properly identify a SIP phone.
Problem While running QM Configuration Setup after installing QM, the following
error message is received: “Unable to get information from SQL
Server”. You are using SQL Server 2005 and a named instance, not the
default instance.
Cause. When SQL Server 2005 is installed, it also installs the SQL
Browser Service. This service is set by default to be started manually,
not automatically. It must be running in order for Configuration Setup to
run successfully.
Solution Change the SQL Browser Service’s Startup Type from Manual to
Automatic in the Windows Services utility in Control Panel, and then run
QM Configuration Setup again.