Maintenance Manual

Site Configuration

Monitoring and Notification

NOTE: Agent team association and whether a team is configured for

archiving are determined from the time the CDR task is run, not from

the time of the call in question. This could result in either false

positives or false negatives if a team's archiving status changes, or if

an agent's team membership changes during the period the CDR task

is examining.

When a notification is received, look at the DNs/Agents that show missed calls. A large

number of agents with missed calls might indicate a Quality Management service

failure. The possible services with issues are:

• Recording CTI service.

• Upload Controller.

• DB Proxy service (on the Database server).

A 100% miss percentage for a single agent might indicate a failure in the Desktop

Recording service. If notifications are occurring frequently with less than 100% missed

for a small number of agents, the thresholds might need to be adjusted to minimize

unnecessary notifications. Even a high threshold (100%) will notify on moderate and

major outages.