Cisco Unified Workforce Optimization

Transcription

1 Cisco Unified Workforce Optimization Monitoring and Recording Troubleshooting Guide 8.0 May 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0812R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Monitoring and Recording Troubleshooting Guide 2008, 2009, 2010 Cisco Systems, Inc. All rights reserved. 2008, 2009, 2010 Calabrio, Inc. All rights reserved.

3 Contents Introduction 7 Documentation 7 Service Names and Executables 9 Registry Entries 11 Site Setup Registry Entries 11 Logs and Debugging 13 Setting the Default Debugger 14 Log Message Formats 16 C++ and Java *.log file messages 16 C++ *.dbg file messages 16 Java *.dbg file messages 16 Java (log4j) *.log file messages 16 Configuration Files 17 About Debugging 21 Enabling Debugging in Files with a *.cfg Extension 22 Disabling Debugging in Files with a *.cfg Extension 23 Enabling Debugging in Files with a *.properties Extension 23 Disabling Debugging in Files with a *.properties Extension 23 Enabling Debugging in log4j Files 24 Disabling Debugging in log4j Files 24

4 Configuring the Screen Recording Gateway 25 Configuring the Screen Recording Gateway Permissions for Administrators 25 ContactDelete Utility 31 Using the ContactDelete Utility 31 Recording Storage Location 33 External Storage Location Logon Requirements 36 Moving the Recording Storage Location 36 Verifying that the Moved Recordings can be Played Back 37 Verifying the Location of New Recordings 38 Live Monitor Error Messages 39 Audit Trail Error Messages 43 Miscellaneous Informational Messages 43 Recording Messages 43 Monitoring and Recording CTI Service Messages 51 Free Space Messages 51 JTAPI Messages 52 Metadata Messages 53

5 Troubleshooting Issues 55 Installation Issues 55 Upgrade Issues 57 Monitoring and Recording Configuration Setup Issues 58 JTAPI Issues 59 Recording Issues 60 Monitoring and Recording Administrator Issues 71 Cisco Unified Workforce Optimization Issues 73 Service Issues 77 Troubleshooting Flow Charts 79 The Desktop Recording Service is not Recording Audio 79 The Desktop Recording Service is not Recording the Screen 84 Cisco Unified Workforce Optimization does not Play Back Recordings 86 The Monitoring and Recording Server Recording Service is not Recording Client Calls 86

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7 Introduction Documentation Introduction This document provides the following information for Cisco Unified Workforce Optimization Recording: How to locate each service s configuration, log, and debug files. How to implement Cisco Monitoring and Recording logging, which you can use to help you monitor your Cisco Monitoring and Recording environment and troubleshoot issues. How to recognize and resolve some of the most common error conditions. Refer to this document when you need to troubleshoot issues for Cisco Monitoring and Recording. Documentation The following documents contain additional information about Cisco Monitoring and Recording: Cisco Unified Workforce Optimization Call Recording and Quality Management Application User Guide Cisco Unified Workforce Optimization Monitoring and Recording Services Administrator User Guide Cisco Unified Workforce Optimization Monitoring and Recording Services CAD Integration Guide Cisco Unified Workforce Optimization Monitoring and Recording Services Error Code Dictionary Cisco Unified Workforce Optimization Monitoring and Recording Services Installation Guide Cisco Unified Workforce Optimization Monitoring and Recording Services Troubleshooting Guide Release Notes for Cisco Unified Workforce Optimization Monitoring and Recording Services 7

8 Introduction Documentation 8

9 Service Names and Executables Documentation Service Names and Executables Cisco Monitoring and Recording provides a set of services. When you install Cisco Monitoring and Recording from the Cisco Monitoring and Recording DVD, you also install these services. The Cisco Monitoring and Recording services in Table 1 appear in the Windows Services utility on the Cisco Monitoring and Recording server and the Cisco Monitoring and Recording services in Table 2 appear in the Windows Services utility on the client machine. Table 1. Cisco Monitoring and Recording services and executables on a Cisco Monitoring and Recording server Service Name Monitoring and Recording CTI Service Monitoring and Recording Data API Service Monitoring and Recording DB Cleaner Service Monitoring and Recording DB Service Monitoring and Recording Jetty Service Monitoring and Recording Mana Service Monitoring and Recording Monitor Service Monitoring and Recording Server Recording Service Monitoring and Recording Sync Service Monitoring and Recording Upload Controller PROXY Pro Gateway Service Executable ctiservice.exe datapa.exe dbcleaner.exe dbproxy.exe jetty.exe mana.exe MonitorServer.exe RecordServer.exe sync.exe SQMUploadController.exe PgSvc.exe Table 2. Cisco Monitoring and Recording services and executables on a client machine Service Name Monitoring and Recording Desktop Recording Service Windows Media Player Network Sharing Service Executable sqmservice.exe WMPNetwk.exe 9

10 Service Names and Executables Documentation 10

11 Registry Entries Site Setup Registry Entries Registry Entries Cisco Monitoring and Recording modifies the registry entries when you install Cisco Monitoring and Recording on a machine. Site Setup Registry Entries The location of the site setup registry is: HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\QM\Site Setup Table 3 shows site setup registry entries for Cisco Monitoring and Recording. Table 3. Site setup registry entries Value Type Description APP VERSION string Version of the Cisco Monitoring and Recording software Base Host 1 string IP address of the Cisco Monitoring and Recording server BRAND string Brand of Cisco Monitoring and Recording software installed 1: Calabrio 0: Cisco CALLCENTERLANG dword Software localization language Connection Timeout dword Maximum time in seconds before a connection attempt times out Context URL string FirstRun dword 1: Site Configuration Setup has run to completion 0: Site Configuration setup has not run to completion INSTALL DIRECTORY string Root directory of the Cisco Monitoring and Recording installation 11

12 Registry Entries Site Setup Registry Entries Value Type Description INSTALLDIR string Base installation directory for the Cisco Monitoring and Recording software IOR HOSTNAME string Host name or IP address of the Cisco Monitoring and Recording services MONITOR DEVICE string The ID of the network adapter used to filter Real-time Transport Protocol (RTP) packets for voice recording ProductCode_Server Root URL Serial Number Service Password Service User string string dword string string Surrogate Host 1 string Host name or IP address of the Monitoring and Recording Data API service Surrogate Host 2-5 string Host name or IP address of the backup Monitoring and Recording Data API service Surrogate Port 1 dword Monitoring and Recording Data service port number Surrogate Port 2-5 dword Backup Monitoring and Recording Data services port numbers 12

13 Logs and Debugging Site Setup Registry Entries Logs and Debugging You probably will never need to change the default Cisco Monitoring and Recording logging settings. The default settings are usually sufficient for debugging issues in your Cisco Monitoring and Recording environment. However, occasionally TAC encounters tough issues that require more scrutiny. Understanding how Cisco Monitoring and Recording implements logging will help you work with TAC to resolve your issues more quickly and easily. With Cisco Monitoring and Recording you can pick and choose which log statements are written and where these statements are written. To identify which log statements Cisco Monitoring and Recording should write, you define the logging level, or threshold, that selects only the log statements you want to see. You can also identify the destination where the log statements are written. Every log statement is associated with a specific threshold, which has to do with the severity of the event the statement describes and the amount of information the statement contains. For example: A WARN log statement describes a malfunction that does not keep the application from continuing to run. An INFO log statement is simply an informational message that describes a normally-occurring event. A DEBUG log statement provides data that you can use to debug issues that are occurring in your Cisco Monitoring and Recording environment. These thresholds are organized in order of their severity. For example, the WARN threshold is higher than the INFO threshold, which in turn is higher than the DEBUG threshold. Applications and services use logging to report their current status, including problems. Each application and service creates two files: Log files (LOG file extension): The log files contain status messages and, if problems occur, warning and other error messages. A log file associates each message with an error code. See the Monitoring and Recording Services Error Code Dictionary for more information on error codes. Debugging files (DBG file extension): The debugging files are empty when you disable debugging. When you enable debugging (the default setting), the files contain diagnostic information that can help resolve issues. The location of the log and debugging files folder on the client machine or the server computer are as follows: \Cisco\WFO_QM\log 13

14 Logs and Debugging Setting the Default Debugger The default configuration settings limit each log and debugging file to a maximum of 10 MB and 20 rolling files for Cisco Monitoring and Recording services and 5 MB and 5 rolling files for applications. For example, when a service s log or debug file reaches 10 MB, Cisco Monitoring and Recording closes and renames it, and then starts a new debug file. C++ configuration files (CFG extension) produce logs using this numbering scheme: <name>0001.log <name>0002.log Cisco Monitoring and Recording initially creates the <name>0001.log. When the <name>0001.log is full, Cisco Monitoring and Recording creates the <name>0002.log. When the <name>0002.log is full, Cisco Monitoring and Recording clears the <name>0001.log and reuses it. The process repeats as Cisco Monitoring and Recording fills each log. Only one of the two logs is active at any given time. Java configuration files (properties extension) produce logs using this numbering scheme: <name>.log <name>.log.1 Cisco Monitoring and Recording creates the <name>.log file. When it is full, Cisco Monitoring and Recording saves it the <name>.log.1 file. The <name>.log file is always the active file. Debug logs follows the same numbering scheme, but with the *.dbg file extension. Setting the Default Debugger Microsoft SQL Server 2005 automatically installs and configures Microsoft Visual Studio as the default debugger when you install Microsoft SQL Server 2005 on the Cisco Monitoring and Recording server. Dr. Watson for Windows is the recommended debugger for Cisco Monitoring and Recording. If you want to use a debugger, you need to make Dr. Watson your default debugger. TASK 1. On the server hosting the Cisco Monitoring and Recording server, click Start > Run. 2. In the Open field, type drwtsn32.exe and click OK. STEP RESULT: Dr. Watson for Windows starts. 14

15 Logs and Debugging Setting the Default Debugger Figure 1. Dr. Watson configuration settings 3. Configure Dr. Watson for Windows to use the following settings. 4. Click OK. Accept the default Log File Path and Crash Dump locations. Accept the default Number of Instructions and Number of Errors To Save Select the Dump Symbol Table, Dump All Thread Contexts, Append to Existing Log File, and Create Crash Dump File check boxes. Clear the Visual Notification and Sound Notification check boxes. STEP RESULT: The Dr. Watson for Windows saves the changes. 5. Click Start > Run. 6. In the Open field, type drwtsn32.exe -i and click OK. STEP RESULT: The Dr. Watson confirmation dialog appears (Figure 2). 15

16 Logs and Debugging Log Message Formats Figure 2. Dr. Watson confirmation dialog box 7. Click OK to close the confirmation dialog box. STEP RESULT: Your default debugger is Dr. Watson. Log Message Formats The various log and debug file messages use the following message formats. An example follows each message format. C++ and Java *.log file messages <timestamp> <level> <error code> <error text> :29: INFO ABCD1234 Successfully launched update. C++ *.dbg file messages <timestamp> <level> [<thread ID>] <text> :51: DEBUG [0xaa8] CSqmcApiBase::_doRecovery: Connected to QM Controller. Java *.dbg file messages <timestamp> <level> [<thread name> <class>#<method>:<line>] <text> :04: STACK [Thread-2 Init#run:113] Started. Java (log4j) *.log file messages <timestamp> <level> [<thread name>] [<class>] <text> :54:00,067 INFO [Thread-2] [com.calabrio.morepackages.init] Started. 16

17 Logs and Debugging Configuration Files Configuration Files Each application and service has an associated configuration file that controls logging and debugging. You can edit these files in a text editor such as Windows Notepad to change the logging and debugging parameters. The \Cisco\WFO_QM\config folder on the client or server computer contains most of the configuration files except where noted in Table 4 and Table 5. CAUTION: Edit configuration files only as described in this section. Improper changes can result in logging and/or program failure, including the possible loss of data. It is recommended that you make a safety backup of any file you edit before you make changes to it. Table 4 displays the Cisco Monitoring and Recording configuration files and log files on the server. 17

18 Logs and Debugging Configuration Files Table 4. Cisco Monitoring and Recording configuration files and log files on the server Service / Application Configuration File Log File Backup and Restore bars.properties bars.log bars.dbg ContactDelete utility contactdelete.properties ContactDelete.log ContactDelete.dbg CTI ctiservice.properties ctiservice.log ctiservice.dbg Data API datapa.properties datapa.log datapa.dbg.n DB Cleaner dbcleaner.properties dbcleaner.log dbcleaner.dbg DB Proxy dbproxy.properties dbproxy.log d bproxy.dbg DB Sync dbsync.properties dbsync.log dbsync.dbg File Transfer Servlet (FTS) fts.properties fts.log fts.dbg License servlet licensing.properties licensing.log licensing.dbg Locale locale.properties Quality Reports qmr.properties SQMR.log SQMR.dbg Quality Reports reportconfig.properties SQMR.log Monitoring and Recording CTI Service ctiservice.properties ctiservice.log ctiservice.dbg 18

19 Logs and Debugging Configuration Files Service / Application Configuration File Log File Monitoring and Recording CTI Service Monitoring and Recording Jetty Service Monitoring and Recording Jetty Service Monitoring and Recording Jetty Service Monitoring and Recording Jetty Service Monitoring and Recording Mana Service Monitoring and Recording Mana Service Monitoring and Recording Monitor Service Monitoring and Recording Server Recording Monitoring and Recording Sync Service Monitoring and Recording Sync Service splksqmctiservice.cfg C1Surrogate.properties codo.properties exportedrecordingservle t. properties jetty.properties manaservice.properties splksqmmanaservice.cfg MonitorServer.cfg RecordServer.cfg DirAccessSynSver.cfg sync.properties splksqmctiservicennnn.lo g splksqmctiservicennnn.d bg C1SurrogateNNNN.log C1SurrogateNNNN.dbg None exportedrecordings.log exportedrecordings.dbg jetty-request-yyy_mm_ DD.log jetty-service4j.dbg mana.log mana.dbg splksqmmanaservicennnn. log splksqmmanaservicennnn. dbg MonitorServerNNNN.log MonitorServerNNN.dbg RecordServerNNNN.log RecordServerNNNN.dbg DirAccessSynSvrNNNN.log, DirAccessSynSvrNNNN.dbg sync.log sync.dbg 19

20 Logs and Debugging Configuration Files Service / Application Configuration File Log File Monitoring and Recording Upload Controller Monitoring and Recording Upload Controller Site Configuration Setup Site Configuration Setup dbupload.properties SQMUploadController.cfg postinstall.properties sitedefaults.properties dbupload.log dbupload.dbg SQMUploadControllerNNNN.log, SQMUploadControllerNNNN.dbg postinstall.log postinstall.log postinstall.dbg True Update SplkUpdate.cfg Calabrio Quality Management Software Update Log.txt (located at C:\Documents and Settings\Local Settings\Temp\) Table 5 displays the Cisco Monitoring and Recording configuration files and log files on the client. 20

21 Logs and Debugging About Debugging Table 5. Cisco Monitoring and Recording configuration files and log files on the client Service / Application Configuration File Log File Monitoring and Recording Administrator Site Configuration Setup Desktop Recording admin.properties postinstall.properties SqmService.cfg admin.log admin.dbg postinstall.log, postinstall.dbg SqmServiceNNNN.log SqmServiceNNNN.dbg True Update splkupdate.cfg splkupdatennnn.log splkupdatennnn.dbg Media Player media-player.properties media-player.log media-player.dbg NOTE: These logs are located in one of the following locations: XP: C:\Documents and Settings\<username>\log\ media-player Vista: C:\Users\<username>\log \media-player About Debugging Cisco Monitoring and Recording allows you to configure the debugging thresholds that help you diagnose problems. Cisco Monitoring and Recording enables debugging by default. When enabled, note that the more detail the debugging threshold provides, the slower the performance of your server and the bigger the size of the debug file. The configuration files are located in the following folder on the client machine or the server computer. \Cisco\WFO_QM\log 21

22 Logs and Debugging About Debugging There are three types of configuration files: C++ files that use the *.cfg extension Java files that use the *.properties extension Java files whose file names begins with log4j Each type of file uses a different syntax to enable and disable debugging. NOTE: Disable debugging when it is no longer needed for diagnostic purposes. Debugging can affect the performance of other applications running on your PC when enabled. Table 6 describes the available debugging thresholds. Table 6. Debugging Thresholds Threshold Debug Call Trace Stack Dump Off Debugging Usually sufficient for diagnosing a problem. Does not affect system performance. Tracks function entry and exit. Provides a large amount of diagnostic information. May affect system performance. Provides only stack traces, which give more debugging information when errors and warnings occur. Provides a very large amount of detailed diagnostic information. Likely to affect system performance. Turns off debugging. Enabling Debugging in Files with a *.cfg Extension TASK 1. In a text editor, open the desired configuration file. 2. Under the section headed [Debug Log], set the debugging threshold to DEBUG, CALL, TRACE, or DUMP. For example: ADDITIONAL INFORMATION: Threshold=DEBUG ADDITIONAL INFORMATION: The line might already exist or you might have to add a new line. 22

23 Logs and Debugging About Debugging 3. Save the configuration file. STEP RESULT: The change takes effect immediately. You do not have to restart the application or service. Disabling Debugging in Files with a *.cfg Extension TASK 1. In a text editor, open the desired configuration file. 2. Under the section headed [Debug Log], set the debugging threshold to OFF. For example: ADDITIONAL INFORMATION: Threshold=OFF 3. Save the configuration file. STEP RESULT: The change takes effect immediately. You do not have to restart the application or service. Enabling Debugging in Files with a *.properties Extension TASK 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.rootlogger=<threshold>#com.calabrio 3. Replace <threshold> with DEBUG, TRACE, STACK, or DUMP. 4. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.appender.dbg.threshold=<threshold>#com.calabr io 5. Replace <threshold> with the same value you used in Step Save the configuration file. STEP RESULT: The change takes effect according to the splk4j.watch.check setting (by default, within 90 seconds). You do not have to restart the application or service. Disabling Debugging in Files with a *.properties Extension TASK 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.rootlogger=<threshold> 3. Replace <threshold> with STACK. 23

24 Logs and Debugging About Debugging 4. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.appender.dbg.threshold=<threshold> 5. Replace <threshold> with OFF. 6. Save the configuration file. STEP RESULT: The change takes effect according to the splk4j.watch.check setting (by default, within 90 seconds). You do not have to restart the application or service. Enabling Debugging in log4j Files TASK 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.rootlogger=<threshold> 3. Replace <threshold> with DEBUG or TRACE. 4. Save the configuration file. STEP RESULT: Restart the application or service for the new setting to go into effect. Disabling Debugging in log4j Files TASK 1. In a text editor, open the desired configuration file. 2. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.rootlogger=<threshold> 3. Replace <threshold> with INFO. 4. Locate the line that starts with: ADDITIONAL INFORMATION: log4j.appender.dbg.threshold=<threshold> 5. Replace <threshold> with DEBUG. 6. Save the configuration file. STEP RESULT: Restart the application or service for the new setting to go into effect. 24

25 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Configuring the Screen Recording Gateway After you install the Cisco Monitoring and Recording services and successfully run Site Configuration Setup, you must manually configure the Screen Recording Gateway permissions for administrators on the server that hosts the Server Recording service and the server that hosts the Voice and Screen services. This topic applies only to systems that include screen recording (AQM license). Configuring the Screen Recording Gateway Permissions for Administrators Use this task to configure the Screen Recording Gateway permissions for administrators. TASK 1. On the server that hosts the Server Recording service and the server that hosts the Monitoring and Recording Voice and Screen services, launch PROXY Pro Gateway Administrator (Start > Programs > Proxy Networks > PROXY Pro Gateway Administrator). 2. From the navigation tree in the left pane, choose Local Gateway > Gateway Server Settings > General Settings. 3. Right-click the General Settings node and select Properties from the popup menu. STEP RESULT: The General Settings Properties dialog box appears (Figure 3). 25

26 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Figure 3. General Settings Properties dialog box 4. Select the Automatically move newly discovered workstations from Unmanaged Hosts to the All Hosts group check box and then click OK. 5. Click the Recording tab. STEP RESULT: The Recording tab appears (Figure 4). 26

27 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Figure 4. General Settings Properties dialog box: Recording tab 6. In the Screen Capture Preferences section, choose Override Host Settings as shown in Figure 4 and then choose Prefer user mode, and use this profile. 7. Click Configure. STEP RESULT: The User Mode Profile Properties dialog box appears (Figure 5). 27

28 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Figure 5. User Mode Profile Properties dialog 8. In the Choose Profile section, choose the Custom option from the drop-down list. 9. In the Imaging section, select JPEG from the Image Type drop-down list, and set the Image Quality slider to 85%. 10. In the Desktop Polling section, configure these settings: Capture Rate: 8 Foreground: 4 Background: In the Bandwidth section, set the Bandwidth Limit to 30 KB/sec. 12. Click OK to close the User Mode Profile dialog box. 13. In the navigation tree, select the Gateway Security node, and from the right pane, click the link Click here to change Operation Security. STEP RESULT: The Gateway Security dialog box appears (Figure 6). 28

29 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators Figure 6. Gateway Security 14. On the operation Security tab, enable permissions for administrators as follows: 15. Click OK. On the server that hosts the Monitoring and Recording Network Recording service. select the Allow check box for Record to File. On the server that hosts the Monitoring and Recording Voice and Screen services, select the Allow check box for Connect to File. 29

30 Configuring the Screen Recording Gateway Configuring the Screen Recording Gateway Permissions for Administrators 30

31 ContactDelete Utility Using the ContactDelete Utility ContactDelete Utility The ContactDelete utility (ContactDelete.exe) is a command line tool. The ContactDelete utility resides on the Cisco Monitoring and Recording server. The location of the ContactDelete utility is: \Cisco\WFO_QM\bin\ContactDelete.exe Use the ContactDelete utility to permanently delete a specified contact from the database. When you run this utility on a record, the utility deletes the contact from the calculations and contact lists. Only the log file indicates the deletion of the record. The audit trail does not indicate the deletion of the record. The deletion is permanent you cannot recover the contact. A properties file contains the ContactDelete utility s logs. The location of the properties file is: \Cisco\WFO_QM\config\ContactDelete.properties The log and debugging files are: \Cisco\WFO_QM\log\ContactDelete.log \Cisco\WFO_QM\log\ContactDelete.dbg Using the ContactDelete Utility The syntax for this utility is as follows: ContactDelete.exe <options> <contact ID> Where: <contact ID> The contact ID of the contact you want to delete. <options> Optional command parameters. The available command parameters are as follows. -h or -help Displays additional help information and any options. -f or -force Deletes contact without prompting for deletion confirmation. 31

32 ContactDelete Utility Using the ContactDelete Utility 32

33 Recording Storage Location Using the ContactDelete Utility Recording Storage Location You specify recording storage location when you install Cisco Monitoring and Recording. You can change the recording storage location for the voice records and screen records after installation. When you change the recording storage location, you must temporarily stop some of the Cisco Monitoring and Recording services and applications. However, recording can still take place. NOTE: Cisco Monitoring and Recording does not support storing recordings of the same type (voice or screen) in multiple locations. If you set a new storage location, you must move all recordings of the same type to the new location. You can change recording storage location from the Recording File Storage Location window (Figure 7) in the Monitoring and Recording Configuration Setup utility (Tools > Set Recording Home Directory). 33

34 Recording Storage Location Using the ContactDelete Utility Figure 7. Recording File Storage Location window The following table describes the fields. Field Voice Recordings Host Name/IP Address Description You can change the storage location to any local or external folder. You do not need to store voice recordings on the machine hosting the Voice Services. The host name or IP address identifies where Voice Services are installed. In a multiple server configuration, the installation location of Voice Services can be identified by the Jetty and Proxy Gateway services. This field does not identify the location where screen recordings are stored. 34

35 Recording Storage Location Using the ContactDelete Utility Field Local Storage Location External Storage Location Storage Location Screen Recordings Host Name/IP Address Use Same Path as Voice Recordings Storage Location Username Description A location that is physically part of the voice server or screen server, such as an internal or external hard drive. A location that is not physically part of the voice server or screen server, such as a network drive. Enter the folder path for the location of the voice recordings or click Browse and navigate to the folder where the voice recordings reside. You can change the storage location to any local or external folder. You do not need to store screen recordings on the machine hosting the Screen Services. If the Screen Services and Voice Services reside on the same server, you can use the same path used for the voice recordings. The host name or IP address identifies the server where the screen recordings reside. Select this check box if the Screen Services and Voice Services are on the same server and you want to use the same path for screen recordings and voice recordings. Enter the folder path for the location of the screen recordings or click Browse and navigate to the folder where the screen recordings reside. The username required to access the external storage location. If the user is a domain user, enter the name with the format <domain>\<username>. See External Storage Location Logon Requirements on page 36 for more information. 35

36 Recording Storage Location External Storage Location Logon Requirements Field Password Description The password required to access the external storage location. External Storage Location Logon Requirements You need a username and password to access an external storage location. The user must meet these requirements: The local server knows the user (that is, a local user or a trusted domain user). If you are using domains, the user belongs to a trusted domain and the local server recognizes the trusted domain. This means the Recording Server belongs to a domain that includes or trusts the domain entered. The user can log on as a service. The user has read/write access to both the external drive location entered AND the Cisco Monitoring and Recording location on the local server. Moving the Recording Storage Location PREREQUISITE: The Jetty Service that is part of the Voice and Screen services must run as a user (account) with access to whatever location you choose for recordings. This task describes how to move the voice and/or screen recording storage location. TASK 1. Exit and close Monitoring and Recording Administrator. 2. Stop the Monitoring and Recording Upload Controller service. STEP RESULT: This prevents recordings from being uploaded while the storage location is moved, and provides time to test if recordings can be retrieved from a new location. 3. Back up the Cisco Monitoring and Recording database for disaster recovery purposes. ADDITIONAL INFORMATION: See the section, Backup and Restore in the Monitoring and Recording Services Installation Guide for the backup procedure. 36

37 Recording Storage Location Verifying that the Moved Recordings can be Played Back 4. On the Services Server, navigate to...\cisco\wfo_qm\bin and double-click PostInstall.exe to start the Site Configuration Setup utility. 5. From the menu, choose Tools > Set Recording Home Directory. STEP RESULT: The Recording File Storage Location window appears (Figure 7 on page 34). 6. Select if you want to store recordings in a local or external storage location, and then enter the desired location in the Host Name/IP Address and Storage Location fields. 7. If you selected an external location, enter the username and password required to access that location. If the user is a domain user, enter the name with the format <domain>\<username>. 8. Click OK. 9. Copy the recording files from the audio folder and all subfolders (for voice recordings) or from the video folder and all subfolders (for screen recordings) from the old location to the new location. (The default location is C:\Program Files\Common Files\QM\recordings\). The new location must have the audio folder or video folder and all related sub folders. For example: ADDITIONAL INFORMATION: Copy:...old location\audio\...old location\video\ To:...new location\audio\...new location\video\ 10. Rename the old location audio folder and/or video folder for backup purposes. 11. Verify you can access the files in the new location. See Verifying that the Moved Recordings can be Played Back on page If the move was successful, delete the folder in the old location. Verifying that the Moved Recordings can be Played Back When you change the recording storage location, use this task to verify the files moved successfully. 37

38 Recording Storage Location Verifying the Location of New Recordings TASK 1. Log into Cisco Unified Workforce Optimization and play back at least one Cisco Monitoring and Recording recording (if applicable) and one archive recording (if applicable). 2. If the playbacks are successful, restart the Monitoring and Recording Upload Controller. Verifying the Location of New Recordings PREREQUISITE: You must enable archiving. NOTE: If you do not enable archiving, you must wait for the normal uploading cycle to occur before you can review the call on the Recordings tab. After you change the recording storage location, use this task to verify new recordings uploaded to the new location. TASK 1. With archiving enabled, make a test call from a phone configured for recording. 2. In Cisco Unified Workforce Optimization, download that call on demand on the Archive tab and play it. STEP RESULT: You can do this only if the call uploads to the correct location. 38

39 Live Monitor Error Messages Verifying the Location of New Recordings Live Monitor Error Messages This topic explains the various messages that might appear in Live Monitor when attempting to live-monitor calls. These messages are displayed temporarily at the top of the page as status messages. All status messages appear in the Status window (displayed when you click the Status button) for as long as the Live Monitor widget is open. All Live Monitor error messages are prefixed with Live Monitor ( <first name> <last name>, where <first name> and <last name> are the first and last name of the person of whom the monitoring attempt is made. In all cases when these error messages are displayed, the call cannot be monitored. The extension is not configured properly for silent network monitoring. Description. An attempt was made to monitor a user who is not configured for recording. This error is uncommon because Live Monitor should not present users who are not configured for recording. It could potentially happen if the user configuration is actively being edited while Live Monitor is running. Action. Reload Live Monitor in the browser. If you still receive the error message, check that the user is properly configured for recording and monitoring on both the Unified CM and in Monitoring and Recording Administration. The device to be monitored is not in the provider s domain. Description. The extension entered in My Extension has not been added to the Unified CM application user group that has been configured for call monitoring. This application user is referred to as the JTAPI User in Configuration Setup. Action. Add the supervisor device to the JTAPI User, and make sure that the JTAPI User has call monitoring privileges. There are no active calls on the target device. Description. This error is unlikely, because Live Monitor should prevent attempts to monitor users who do not have an active call. However, there could be a race condition where the call ends at the same time a request is made to monitor the call. Action. Try the following actions. Monitor the call again. Refresh the browser page. 39

40 Live Monitor Error Messages Verifying the Location of New Recordings The provided extension is not a valid extension on the Unified Communications Manager of the user you are trying to monitor. Description. This is the most common error that can occur. It is due to one of the following: You entered a number that does not exist on the Unified CM. The Unified CM is configured so that it requires you to enter the entire 10-digit phone number, and you entered only the last four digits (the extension). For example, you entered 5555 but the Unified CM requires The number you entered is correct, it exists on your Unified CM, and it is configured correctly. However, the user you are trying to monitor is on a different cluster. Action.Verify the device number of the user you want to monitor. Make sure that is configured correctly in Unified CM. The target device is being monitored by someone else, has no built-in bridge, or is unavailable. Description. This error has two primary causes: The call is already being monitored by someone else. The call you are trying to monitor is on a phone that does not have a built-in bridge, or the built-in bridge has not been turned on in Unified CM Administration. Action.If the call is already being monitored, wait and try to monitor the call at a later time. If there is a problem with the phone s built-in bridge, turn on the built-in bridge in Unified CM, or replace the phone with a model that has a built-in bridge. The live monitor request failed. Description. Due to a software error, this message is displayed instead of the actual error message, The Unified CM rejected the request to silently monitor this extension. The most likely reason for this error message to appear is that, while the extension is valid and is known to the Unified CM, it is not configured correctly on the Unified CM to be able to monitor, is not part of the JTAPI application user, or is not in the correct monitor calling search space. Action.Make sure that the supervisor extension is part of the JTAPI user and has a calling search space for the extension that includes the agent line or device partition to allow monitoring the agent. 40

41 Live Monitor Error Messages Verifying the Location of New Recordings The provided extension cannot reach the extension of the user to be monitored. Description. The monitor calling search space for the extension entered in My Extension does not include the agent line or device partition to allow monitoring the agent. Action.Configure the monitor calling search space for the extension to include the agent line or device partition to allow monitoring the agent. Timeout error. Description. The request to monitor was sent, but no response was received after 30 seconds. This is unlikely, but probably due to a very busy system that is slow in other ways. Action.Attempt to monitor the agent again. You might have to wait until the system is not so busy. 41

42 Live Monitor Error Messages Verifying the Location of New Recordings 42

43 Audit Trail Error Messages Miscellaneous Informational Messages Audit Trail Error Messages This topic describes the audit trail error messages that can appear in the User Recording Status and System Status reports generated through Cisco Unified Workforce Optimization. Miscellaneous Informational Messages Extensions changed: <extension numbers> Description. The extension numbers for the logged-in user have changed. Action. None. Logged in with version: <current version>. Description. An Cisco Monitoring and Recording user logged into their machine. The Cisco Monitoring and Recording user s machine is running the specified version of Desktop Recording service. Action. None. Logged out. Description. An Cisco Monitoring and Recording user has logged out. Action. None. Recording Messages The audit trail messages for recording issues are as follows. Recorded (voice): <number of voice files>. Description. The number of recorded voice files ready to be uploaded. Action. None. Recorded (voice/screen): <number of voice and screen files> Description. The number of recorded voice and screen files ready to be uploaded. Action. None. 43

44 Audit Trail Error Messages Recording Messages Uploaded (voice/screen): <number of voice and screen files> Description. This message specifies the number of uploaded voice and screen files. Action. None. QM recording software is ready to record. Description. The Desktop Recording service is ready to record. Action. None. At least one required component for screen recording is not running. Description. A component required to record the screen is either not running or not installed. Action. In the Windows Services utility in Control Panel, verify that the Screen Recording (PROXY Pro Gateway) service is installed and running. Conversion from raw to spx failed Description. Failed to convert the voice file from *.raw to *spx format. Action.None (the Desktop Recording service converts the file later). Extension number(s) is/are not in the inclusion list: <extension numbers>. Description. The extensions from the agent s phone is not in the inclusion list. Cisco Monitoring and Recording does not record calls. Action. Add the extensions you want to record to the inclusion list. Screen recording failed to start. Description. Screen recording failed to start recording. Action. Restart the Desktop Recording service; Cisco Monitoring and Recording will initialize the screen device. Verify the Screen Recording (PROXY Pro Gateway) service is running. Restart the Screen Recording (PROXY Pro Gateway) service. Service is stopped while user has not logged out: <user name>. Description. The Desktop Recording service is stopped while the user is still logged in. Cisco Monitoring and Recording does not record calls. Action. Restart the Desktop Recording service or reboot the computer. 44

45 Audit Trail Error Messages Recording Messages This user must belong to a team to record: <domain\username>. Description. The specified user does not belong to a team. Cisco Monitoring and Recording does not record calls. Action. Assign the user to an ACD or Cisco Monitoring and Recording team and synchronize the data with Cisco Monitoring and Recording using Monitoring and Recording Administrator to initiate the synchronization process. For quality management recording, verify the team is assigned to a workflow. Unable to retrieve phone information. Description. The Desktop Recording service was unable to detect the MAC address for the connected phone. Cisco Monitoring and Recording does not record calls. Action. Verify the agent s phone and computer are connected in accordance with the section, Desktop Recording Service Requirements in the Monitoring and Recording Services Installation Guide. If Cisco Monitoring and Recording no longer detects the phone, Cisco Monitoring and Recording sends a message through Mana. If the agent s phone and computer are connected correctly and the problem still exists, try the following. Update the user s NIC driver. Run a Wireshark capture to verify that the phone is communicating properly with the client PC. Filter the capture for SKINNY (or SIP in the case of a SIP phone) to verify the phone is forwarding its traffic to the client PC. Verify there is no security software or virus checking software that is blocking the Voice VLAN traffic from the phone. Uploaded (voice): <number of voice files> Description. This message specifies the number of uploaded voice files. Action. None. User is not configured to record: <user name>. Description. The user is logged into Cisco Unified Workforce Optimization but cannot record calls. You must configure the user to record calls in Monitoring and Recording Administrator. Action. Use Monitoring and Recording Administrator to configure the user to record calls. 45

46 Audit Trail Error Messages Recording Messages User is not licensed to record: <user name> Description. The user is logged into Cisco Unified Workforce Optimization but cannot record calls. You must license the user to record calls in Monitoring and Recording Administrator. Action. Use Monitoring and Recording Administrator to license the user. Then tell the user to log out and then log back in to begin recording. Voice recording failed to start. Description. Voice device failed to start recording. Action. Restart the Desktop Recording service; Cisco Monitoring and Recording initialize the voice device. Zero byte file uploaded: <file name>. Description. The size of the uploaded file is zero. Action. This indicates RTP was not delivered to the PC from the phone. Verify the phone configuration. Make a test call to ensure the.raw files are growing in size during the call. 46

47 Audit Trail Error Messages Recording Messages No packets were received for at least the first 15 seconds of the call: <device name> Description. When monitoring an agent s customer contact, nothing can be heard, and after 15 seconds, an error message is received that no packets are being received. Attempting to record an agent s customer contact results in an empty recording. The agent s desktop is monitored using desktop monitoring. Action. The following device settings are required for desktop monitoring to function correctly in Cisco Monitoring and Recording. NOTE: Not all devices or Unified CM versions use all these settings. Configure those that do appear for your device and Unified CM version. In Unified CM Administration, in the Product Specific Configuration section of the Device Configuration screen, configure these settings: PC Port Enabled. If the PC Port is not enabled, the agent PC that is connected to the port will not have network access. No voice streams will be seen by the desktop monitor module. PC Voice VLAN Access Enabled. If the PC Voice VLAN Access is not enabled, no voice steams will be seen by the desktop if the desktop is not a member of the same VLAN as the phone. Span to PC Port Enabled. If the Span to PC Port is not enabled, the voice streams seen by the phone will not be seen by the desktop monitor module. In the Device Information section of the Device Configuration screen, configure this setting as follows: Device Security Mode Non-Secure or Authenticated. If the Device Security Mode is set to Encrypted, the voice streams can be seen but will not be converted correctly, causing the speech to be garbled. You must also configure the agent phones to use the G.711 or G.729 codecs. Other codecs, such as G.722, are not supported for silent monitoring and recording. Calls are not being recorded for devices that are not configured in QM for network recording: <device name> Description. A device is not configured in Cisco Monitoring and Recording for Server Recording (SPAN) or network recording, so calls are not being recorded for that device. Action. Make sure the device is configured in both Unified CM and Cisco Monitoring and Recording. Not enough free disk space to continue recording: <path> <remaining free space> Description. Recording stops until more free space becomes available. Action. Remove unnecessary files or move files to backup location. 47