Avaya Quality Monitoring Release 11.0 Error Messages Guide

Transcription

1 Avaya Quality Monitoring Release 11.0 Error Messages Guide March 2012

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Patents: The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718; USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN 7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN 7,848,524; USPN 7,853,006; USPN 7,852,994; USPN 7,853,800; USPN 7,853,753; USPN 7,864,946; USPN 7,873,156; USPN 7,881,216; USPN 7,881,471; USPN 7,882,212; USPN 7,882,217; USPN 7,885,813; USPN 7,899,178; USPN 7,899,180; USPN 7,899,176; USPN 7,904,481; USPN 7,903,568; USPN 7,904,325; USPN 7,907,142; USPN 7,913,063; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN RE41,608; AU ; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP ; EP ; EP ; DE ; FR ; DE ; FR ; GB 833,489; GB ; IE 84821; IE 85519; IL ; NZ ; ZL ; ZL ; ZL ; and other provisional rights from one or more of the following Published U.S. Patent Applications: US 10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US 11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US 11/361,208; US 11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,239; US 11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US 11/479,899; US 11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US 11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US 11/540,320; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US 11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US 11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US 11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US 11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US 11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US 11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US 11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US 12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US 12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US 12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US 12/504,492; US 12/539,640; US 12/608,474; US 12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US 12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US 12/840,227; US 12/840,233; US 12/852,144; US 12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; US 12/915,868; US 12/915,941; US 12/916,006; US 12/940,508; US 12/942,111; US 12/964,891; US 13/005,996; US 13/008,283; US 13/011,870; US 13/011,871; US 13/016,998; and other U.S. and International Patents and Patents Pending.

3 Contents 1 Common Error Codes BDR Server Common Error Codes Error Error Error Error Error Error Error Error Warning Error Error Error Error erecorder Common Error Codes Warning Warning Warning Warning Warning Warning Warning Search and Replay Common Error Codes Error Error Error Error Error QM System Event Viewer Messages BDR Server Warnings BDR Server Errors Common Warnings Common Errors erecorder Warnings

4 Contents erecorder Errors Login Errors Reporting Errors Quality Monitoring Error Messages Guide 4

5 Chapter 1 Common Error Codes This chapter details common errors and resolutions. These errors are grouped by Quality Monitoring component. BDR Server Common Error Codes, page 6 erecorder Common Error Codes, page 11 Search and Replay Common Error Codes, page 15

6 Chapter 1 - Common Error Codes BDR Server Common Error Codes BDR Server Common Error Codes Error The following section contains common error codes found in the BDR Server event log, as well as possible resolutions for addressing those situations in the Quality Monitoring (QM) application. Failed to persist content on erecorder for contact ([contact name]). You will not be able to playback this contact. Error: Error persisting content <[content ID]>, return code [error code], erecorder [server name]. Error Restart all erecorder services on [server name]. Lost connection to DataStore and Export interface on erecorder [server name]. COM Error: [error code]. The remote procedure call failed. (null). Please restart the "equality erecorder" service on [server name]. Error Check for network issues. Restart the Quality Monitoring erecorder service on [server name]. Playback device cannot be connected to a media channel - Establish failed on Media[media ID], Seq#[number], erecorder error[number], erecorder[server name], Device[device name/address]. Quality Monitoring Error Messages Guide 6

7 Chapter 1 - Common Error Codes BDR Server Common Error Codes Check for (and resolve) related warnings and/or errors on erecorder[server name]. Restart the erecorder and/or BDR Server. In the example message above, the BDR server was unable to connect to the playback application at the IP address shown in the Device brackets, on port (shown after the colon). LMPS received a channel error when trying to establish a connection between a playback device and a media channel. Error No media channels are available for playback - Please check configuration. Ensure you have configured enough playback channels for both audio and video (playback only or record and playback). Restart all Quality Monitoring erecorder and BDR Services, especially if any media configuration settings were changed. No media channels are available to play back the specified contact. Error The contents of [contact name] cannot be opened for Playback - Media[media ID] is in MEDIA_ERROR state. Cannot issue Open. erecorder[server name], Device[device address]. Check for (and resolve) related warnings and/or errors on erecorder[server name]. Error An error occurred during playback of Contact [contact name] - Media[media ID] is in MEDIA_ERROR state. Cannot issue Close. erecorder[server name], Device<device address> Quality Monitoring Error Messages Guide 7

8 Chapter 1 - Common Error Codes BDR Server Common Error Codes Check for (and resolve) related warnings and/or errors on erecorder[server name] as well as on the network. Error Error occurred during Playback command processing; Shutting down session for contact [contact name]. An error occurred during Playback command processing. It could be a socket error (but is not a timeout error). Contact technical support for further troubleshooting. Error No record media channels are available for Live Monitor. Cause: Live monitor could not start because there were no Record Media channels available to record the specified device group. Ensure you have configured enough Record channels for both audio and video. Restart all Quality Monitoring erecorder and BDR Services, especially if any media configuration settings were changed. Warning Warning : VIDEO content device is not available for monitoring because its name is unknown. The agent may not be logged on to the Terminal Server. If it is not a Terminal Server environment please contact technical support. Quality Monitoring Error Messages Guide 8

9 Chapter 1 - Common Error Codes BDR Server Common Error Codes Cause: In the monitored workspace, a configured video device was not given a name. The agent is not logged on to the Terminal server. Error Name the video device and ensure the agent logs on to the Terminal server. If it is not a Terminal Server environment, please contact technical support. 1 A channel error occurred while recording contact [contact name] on channel[media ID]. The error description: MCRIE_CHANNEL_FAILURE - the channel reported an error. [MonitorCall failed on TelephonyMediaChannel] erecorder[server name]. 2 A channel error occurred while recording contact [contact name] on channel[media ID]. The error description: MCRIE_RESOURCE_CONNECT_FAILED - the channel was unable to connect to the desired external resource [22002] erecorder[server name]. 3 A channel error occurred while recording contact [contact name] on channel[media ID]. The error description: MCRIE_INVALID_RESOURCE - The specified resource is not a valid resource [22006] erecorder[server name]. Cause: 1 The BDR Server received a message from the erecorder that a channel failed after the recording started. TelephonyMediaChannel is an Audio channel error indicating that it was not able to "service observe" the agent. 2 During the recording process, the erecorder failed to connect to Agent Capture. 3 At the end of this contact, erecorder did not receive any video frames from Agent Capture on the contact's workstation. This is typically caused when the workstation host name and/or port number is incorrect. 1 Launch diagnostic tools and verify Dialogic channels are online and idle. If not, restart the server. 2 Verify that Agent Capture is running on the agent s machine. 3 Verify that the correct version of Screen Capture is installed and running on the workstation. Use the CapTest tool (obtained from technical support) to test Capture. Quality Monitoring Error Messages Guide 9

10 Chapter 1 - Common Error Codes BDR Server Common Error Codes Error Verify that the workstation host name is correct in System Administration. In addition, confirm that the port number is set to 4001 in the registry on the agent's computer (in the AgentSocketPort value of the Witness Systems\Quality Agent\Capture\CurrentVersion\registry key). A channel error occurred while recording contact [contact name]. The error description: StartRecord failed on Media[media ID], Seq#[number], erecorder error[number], erecorder[server name], Device[device name/number]. Cause: The erecorder failed to send data over a socket to Agent Capture on this workstation. This could be caused by a slow network or an incorrect host name or port number for the workstation. Error Verify that the workstation host name is correct in System Administration. In addition, confirm that the port number is set to 4001 in the registry on the agent's computer (in the AgentSocketPort value of the Witness Systems\Quality Agent\Capture\CurrentVersion\ registry key). In addition, attempt to Telnet from the server to the agent s computer on port 4001 (e.g., telnet pcname where "pcname" is replaced with the agent's computer name). If this is not successful, Quality Monitoring will not record video. A channel is not available for recording contact [contact name]. The error description: No media found for Content[content ID]. SubDevices:[device name]. Cause: There are not enough channels available to record video configured on the data connection of workstation. Quality Monitoring Error Messages Guide 10

11 Chapter 1 - Common Error Codes erecorder Common Error Codes Error Ensure you have configured enough Record channels for video (in LAN Data adapters). Restart all Quality Monitoring erecorder and BDR Services, especially if any media configuration settings were changed. Call Manager queue size has reached '100'; severe contact latency may be observed. Cause: Events from adapters and other applications sent to the BDR Server are stored in this queue and processed on a first-in, first-out basis. A large amount of events sent at once may cause delays between receiving an event and processing the event. If the cause is not due to an increase in the number of events, there may be a performance issue in the system. This issue can be resolved by reducing the number of incoming events per second or by improving server performance. It may be time to expand the solution to include more servers if the number of agents or users has increased. Alternatively, there may be a performance issue caused by "undersizing" the system or exceeding certain system limits. If you cannot reduce the number of events per second, please contact technical support or your account manager to discuss the issue in more detail. erecorder Common Error Codes The following section contains common error codes found in the erecorder Server event log, as well as possible resolutions for addressing those situations in the Quality Monitoring application. Warning Warning 22002: MC[media ID] - A connection to Agent Video Capture on host [host name] on port <4001> was not established. Please verify that Agent Video Capture is operating on the specified host. Quality Monitoring Error Messages Guide 11

12 Chapter 1 - Common Error Codes erecorder Common Error Codes Cause: The erecorder server was unable to connect to the agent workstation. Verify installation of the correct version of Capture and that it is running on the workstation. Acquire further details using the CapTest tool, obtained through technical support. In addition, attempt to Telnet from the server to the agent s computer on port 4001 (e.g., telnet pcname where "pcname" is replaced with the agent's computer name). If this is not successful, Quality Monitoring will not record video. Warning Warning 22006: MC[media ID] - No Key Frame was received from Agent Video Capture on host [host name] during captured session. The captured session will not be capable of playback. Cause: Data Capture on the agent workstation did not receive data during the monitoring session. Use the CapTest tool, obtained from technical support, to test Capture. If the issue continues, follow these steps: 1 On the agent workstation, change the following registry settings under the HKLM\SOFTWARE\Witness Systems\eQuality Agent\CurrentVersion key: Set AgentLogLevel to 4, AgentLogAppend to 1. 2 Monitor the system until the issue recurs for the agent. 3 Forward the following logs to technical support: Warning ErecVideoSvc log from the server WCAPW32B log from the agent workstation Warning 22008: MC[media ID] - Connection with Agent Video Capture on host [host name] broken, however some data was recorded before connection broken. Quality Monitoring Error Messages Guide 12

13 Chapter 1 - Common Error Codes erecorder Common Error Codes Cause: Connection to the Data Capture service was lost or interrupted during a monitoring session, possibly due to a slow network. Ensure network bandwidth can support the quantity of recordings taking place. If the problem persists for the same workstation (or group of workstations), perform the steps described in Error Warning Warning 22032: MC[media ID] - Unable to connect to Playback Client on host [host name] on port [port number]. Please check that Playback Client is operating. Cause: erecorder server is unable to connect to the client host to send data for playback. Verify client machine is accessible over the network from the erecorder server and is listening on the port shown in the message. Use "ping" and "telnet" to check connectivity. Warning Warning 22033: MC[media ID] - Connection with Playback Client on host [xx.xxx.xxx.xxx] broken. Cause: An established connection to the client machine was broken, possibly due to a slow network. Quality Monitoring Error Messages Guide 13

14 Chapter 1 - Common Error Codes erecorder Common Error Codes Ensure network bandwidth can support the level of recording and playback. If problem persists for the same client machine, perform the following steps: 1 On the client machine, add (change) a DWORD value with the name "LoggingLevel" in the HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\WitPlayer registry key. Set the value to 2. 2 Monitor the system until the issue recurs for the agent. 3 Forward the following logs to technical support: BDR log files from the server ErecVideoSvc log files from the server ErecAudioSvc log files from the server C:\WitCanvas.log from the client NOTE This location is only valid for Quality Monitoring 7.7 SP1 and below. The new location is based on the user's default temp directory as conifgured in the System Environment variable TMP. It is usually C:\Documents and Settings\<username>\Local Settings\Temp or some variation. Warning Warning 22050: MC [media ID] - No data found in file for Playback. File name [content file name], Context [function name]. Cause: The content file does not contain screen data for the contact. Locate the server logs related to the recording of the contact, and forward to technical support for further troubleshooting. Warning Warning 22103: MC[media ID] - Connection with Live Monitor Client on host [host name] broken. Quality Monitoring Error Messages Guide 14

15 Chapter 1 - Common Error Codes Search and Replay Common Error Codes Cause: An established connection to the client machine was broken, possibly due to a slow network. Ensure network bandwidth can support the level of recording and playback. If problem persists for the same client machine, perform the following steps: 1 On the client machine, add (change) a DWORD value with the name "LoggingLevel" under the HKEY_LOCAL_MACHINE\SOFTWARE\Witness Systems\WitPlayer registry key. Set the value to 2. 2 Monitor the system until the issue recurs for the agent. 3 Forward the following logs to technical support: BDR log files from the server ErecVideoSvc log files from the server ErecAudioSvc log files from the server C:\WitCanvas.log from the client NOTE This location is only valid for Quality Monitoring 7.7 SP1 and below. The new location is based on the user's default temp directory as conifgured in the System Environment variable TMP. It is usually C:\Documents and Settings\<username>\Local Settings\Temp or some variation. Search and Replay Common Error Codes The following section contains common error codes and possible resolutions for the Search and Replay component of the Quality Monitoring application. Error 1118 Error when Live Monitoring/ACD shows available trunks Error in Contacts/ACD shows available trunks Contact technical support for further assistance. Quality Monitoring Error Messages Guide 15

16 Chapter 1 - Common Error Codes Search and Replay Common Error Codes Error 1144 Errors in Contacts V Playback Error. Please contact your System Administrator. Cause: This does not necessarily denote an error, but rather implies that the erecorder\bdr Server has a problem fulfilling the request. The cause of the error is contained within the details of the message, as follows: Error Content Number within Error Cause NoContent 81 No content found for playback or available for Live Monitor. NoPlaybackMediaAvailable 82 No Playback Media channels are available. NoAgentAvailable 83 No agent was associated with the device group. NoRecordMediaAvailable 84 No Record Media channels are available. Canceled 95 A socket event interrupts the current request process. This response code is not sent back to client. InvalidRequest 96 Undefined request code or invalid input to the current LMPS mode. DatabaseFailure 97 An error or exception occurred when accessing the database. ServerException 98 An unknown exception or server error. RecordServerFailure 99 An erecorder recording server failure has occurred. SysDeviceNotFound 100 No suitable system device found for the Playback or Live Monitor device. Contact technical support for further assistance. Quality Monitoring Error Messages Guide 16

17 Chapter 1 - Common Error Codes Search and Replay Common Error Codes Error 1208 An error occurred during retrieval of the contacts. Please contact your System Administrator. Errors in contacts Cause: When accessing contacts from a Contact folder, the database is unable to retrieve the records. This is usually due to having too many contacts housed in the contact folder. Issues and errors can occur with 10,000 or more contacts in any one folder, including decreased performance and database timeout messages and are common error messages for this issue. NOTE Error 1208 is only applicable to releases 7.8 SP1 and below when the contact folder contains 10,000 or more contacts. If you receive this error in 7.8 SP2 or above, contact the administrator. For optimal performance, we recommend keeping contact levels between 5,000 and 7,000 in a contact folder, but not more than 10,000. If you are within the recommended contact folder limits, restart the BDR service, which should resolve the issue. If the error persists, please contact technical support, who will need to gather more information on system usage and the database to determine the cause and resolution for this issue. Error 1263 erecorder Error. Expected content not received. Please contact your System Administrator and ask them to check the erecorder's NT event log. Cause: This is a result of an unanswered request to replay audio or video content. The Quality Monitoring Replay application requests audio and/or video content (also referred to as "media") for replay at the user s request from the BDR Server and\or the Viewer. If the Quality Monitoring Player does not receive media in the specified amount of time, this error appears to alert the user to the problem and, through the Details button on the error message, which content it requested and did not receive. Quality Monitoring Error Messages Guide 17

18 Chapter 1 - Common Error Codes Search and Replay Common Error Codes Increase the amount of time the Quality Monitoring Player processes a request before displaying this error: Access the registry on the server and change the PlaybackTimeOut value in the HKEY_LOCAL_MACHINE\SOFTWARE\Witness\BDR\Playback key. The value can range from 30 to 180 seconds (with a default of 60 seconds). If this is a standard Quality Monitoring installation and the error followed an 1144 error, ensure that the BDR Server and erecorder Services are running and functioning properly. If this is a Quality Monitoring with 100% Recording installation and the error followed a 1302 error, open Quality Monitoring and, from the main menu, select System Administration. On the following page, click the Root Settings option in the Additional section, as shown in the graphic example below. In the right pane (labeled View Root Settings), confirm that each of the following values in the Contact Viewer Settings section is correct: Host WebService URL Username Password (Visible only after selecting Edit in the Root Settings area.) Quality Monitoring Error Messages Guide 18

19 Chapter 1 - Common Error Codes Search and Replay Common Error Codes Error 1264 Errors in Contacts Error Java Class Loader Error. Please exit all web browsers and log on again. NOTE Error 1264 is only applicable to releases 7.7 SP1 and below. Cause: New installation, upgrade, patch, or Hotfix for Playback or Live Monitor, particularly when the WitCanvas.jar file changes. This file is the communication gateway interface between the two code bases that make up Quality Monitoring Playback and Live Monitor. If there is a change to the interface, you must shut down and restart all browser Quality Monitoring Error Messages Guide 19

20 Chapter 1 - Common Error Codes Search and Replay Common Error Codes windows. If not restarted, Quality Monitoring Playback or Live Monitor may not function correctly and error messages may appear to the user or in the Java Console. 1. Close the Playback window. 2. Log off from the Quality Monitoring application, and close all browser windows. 3. Open a new browser window and log on to the Quality Monitoring application again. This error should not recur unless further updates are made to the Quality Monitoring server or the user accesses a different Quality Monitoring system. Quality Monitoring Error Messages Guide 20

21 Chapter 2 QM System Event Viewer Messages This chapter provides a comprehensive list of Event Viewer messages by Quality Monitoring component and message type. BDR Server Warnings, page 22 BDR Server Errors, page 23 Common Warnings, page 31 Common Errors, page 32 erecorder Warnings, page 34 erecorder Errors, page 36 Login Errors, page 40 Reporting Errors, page 40

22 Chapter 2 - QM System Event Viewer Messages BDR Server Warnings BDR Server Warnings Warning [PK] is not assigned to a valid erecorder. Please check the configuration Some channels are not assigned to a valid erecorder. Please verify the configuration of all Voice Cards and LAN Data Adapters Telephone [extension] is assigned to Voice Card [card ID], but it is not assigned to a Workspace. Until Telephone [extension] is assigned to a Workspace, recording cannot take place. Please verify the configuration settings. Does not apply to release 7.8 SP2 or higher One or more Telephones are assigned to a Voice Card, but are not assigned to a Workspace. Until the Telephones are assigned to a Workspace, recording cannot take place. Please verify the configuration settings. Does not apply to release 7.8 SP2 or higher The [channel type] channel threshold on System Device [name] is crossed. The number of available [channel type] channels is [number of channels]. The threshold is [value] Failed to load channel threshold configuration for system device [system device name]. [error message] Content Manager Response Command Processor queue size has reached [number]; some contact latency may be observed Stub erecorder is turned on. Recording and playback requests will not be sent to the real erecorder. You must set the following registry key to zero in order for the BDR server to communicate with the real erecorder: "HKEY_LOCAL_MACHINE\SOFTWARE\Witness\bdr\WCntMgr\RunStub" Database Command Processor queue size has reached [number]; some database latency may be observed The client socket connection was assumed to be lost during the effort to receive host name from client [PK] content device is not available for monitoring because its name is unknown. The agent may not be logged on to the Terminal Server. If it is not a Terminal Server environment please contact technical support Retrying after first database connection attempt failed. Native error = [error message] Workstation [host name] is not assigned to a Data Connection. This screen will not be recorded. Please check your configuration Unable to find a Telephone for Extension [extension]. The extension will not be recorded. Please check your system configuration Unable to find a Workstation for Hostname [name]. Hostname will not be recorded. Please check your system configuration The workspace [name] contains a telephone that does not have an extension. The extension will not be recorded. Quality Monitoring Error Messages Guide 22

23 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Warning The workspace [name] contains a workstation that does not have a hostname. The screen will not be recorded The workspace [name] contains no devices that can be recorded. The workspace will not be recorded Unable to log agent [ID] into Telephone or Workstation by default. Extension will not be recorded; please check system configuration Call Manager queue size has reached [number]; some contact latency may be observed CTI Call [name] exceeded its maximum lifespan and was terminated Call Manager exception count [number]; internal exceptions may be systematic System Device [name] not found; discarding connection event System Device [name] not found; discarding agent event Session thread pool queue size has reached [number]; some contact latency may be observed The BDR Server was unable to modify an event for the Ignored Trunks feature because the list of devices on the event was full. This may be a problem with a Dialer integration. BDR Server Errors Error Rule [name] [Line: [number]]: COM Error = [message]. Please check your rule configuration or contact technical support Rule [name] encountered a run-time error. COM Error = [message]. Note for release 7.8 SP1 and lower: Microsoft Script Engine version 5.5 or higher must be installed to run Business Rule Engine properly Failed to load rule association data from the database for business rule [name]. This rule will not operate. COM Error = [message] Failed to update statistics for business rule [name]. COM Error = [message] Failed to load all business rules from the database. COM Error = [message] Rule [name] encountered a parsing error and has been disabled. COM Error = [message]. Does not apply to release 7.8 SP Failed to load statistics from the database for business rule [name]. The rule will not trigger based on the current statistics stored in the database. COM Error = [message] A database exception occurred while loading unreviewed state of a folder [PK]. Error = [message]. Quality Monitoring Error Messages Guide 23

24 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error Unknown exception occurred while loading unreviewed state of a folder [PK number] A database exception occurred while loading unreviewed state of folders. Error = [message] Unknown exception occurred while loading unreviewed state of folders Lost connection to all erecorder services on erecorder [name] Failed to register media channel [number] with erecorder Media Channel Interface, error code [number] Failed to load media configurations from the database. [Error message] Failed to load erecorder configurations from the database. [Error message] Failed to load channel threshold configurations from database. [Error message] Failed to export [content type] content for contact[name]. [Error message] Failed to load content device configuration for media [ID] from the database. [Error message] Content Manager Response Command Processor queue size has reached [number]; some contact latency may be observed Failed to persist content on erecorder for contact (name). You will not be able to playback this contact. [Error message] An internal error has occurred while creating a content record in the database. No contact name can be provided. Please contact technical support. The reference GUID for the contact is [QUID]. The database error is: [message] There is more than one erecorder server in the system, but no master node server is configured. Export service will not be available Content Manager detected an internal error while processing a change notification. You may have to restart BDRSvc for configuration changes to take effect Failed to retrieve trunk or station side device configuration for change notification. You may have to restart BDRSvc for configuration changes to take effect. Error: [message] Lost connection to DataStore and Export interface on erecorder [name]. [Error message]. Please restart the "equality erecorder" service on [name] Lost connection to all Media Channels on erecorder [name]. Please restart the "equality erecorder Audio" and "equality erecorder Video" service on [name] Media [ID] Single Step Conference [SSC state] failed. Error returned from the Adapter: [error message]. Channel Address used: [number]. Please contact Switch Administrator or Witness Systems, Inc. for additional help COM error occurred while creating table [name] - COM Error: [message] Cannot persist event for Contact [name] due to invalid attribute tree Database error occurred while retrieving contact name - Contact Id: [GUID] Additional error message: [message]. Quality Monitoring Error Messages Guide 24

25 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error COM error occurred while persisting event for contact [name] - COM Error: [message] Unknown exception occurred while trying to persist event for contact [name]. The service will be shutdown COM error occurred while closing connection to database - COM Error: [message] Cannot execute database query to persist contact/content message due to invalid database connection COM error occurred while executing the database query to persist contact/content message - COM Error: [message] COM error occurred while opening connection to database - COM Error: [message] Database Command Processor queue size has reached [number]; severe database latency may be observed The attribute [name] failed to persist due to the following reason: error [message] Playback device cannot be connected to a media channel - [error message] No media channels are available for playback - Please check configuration Database error occurred while retrieving contact message - Playback Contact ID: [GUID]. Additional error message: [message] There is no valid screen or voice content to play back for Contact name The contents of Contact name cannot be opened for Playback - [error message] There is no valid content type content to play back for Contact name - [error message] Unknown exception occurred while opening content for contact [name] An error occurred during playback of Contact [name] - [error message] Live Monitor/Playback service was unable to send a response over client socket to [IP address] Cannot find the system device with the name [name] Timeout occurred while waiting for [session type] command to complete for contact [name] Error occurred during [session type] command processing; Shutting down session for contact [name] Database error occurred while retrieving name of LMPS server - Additional error message: [message] Playback/Live Monitor Socket service failed to start - [error number] The BDR Server was unable to bind or listen to port [number] for Live Monitor and Playback services. Another process may be using this port The BDR Server was unable to connect to the client for Playback/Live Monitor service - invalid client socket. Quality Monitoring Error Messages Guide 25

26 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error No agent is logged into device group [PK]; cannot start monitor No record media channels are available for Live Monitor Live Monitor device cannot be connected to a media channel - [error message] No playback media channels are available for Live Monitor - [error message] Live Monitor error occurred when closing the monitor devices - [error message] erecorder error occurred during Live Monitor of contact [name] - [error message] Timeout occurred while waiting for recording to start for Live Monitor Contact [name] Voice and screen content failed to record for Live Monitor of Contact [name] Error occurred while processing client socket for [IP address] An unknown agent event type [type] was submitted through the Witness API for Agent login ID [agent ID]. Acceptable event types are 'AgentLogon' and 'AgentLogoff' Database error occurred finding Contact ID [GUID] to export - Additional error message: [error message] The Contact ID [GUID] submitted for export through the Witness API was not found in the database An unknown session event type [type] was submitted through the Witness API for Session [number]. Acceptable event types are 'Connected' and 'Disconnected' A database error occurred while getting the list of contact folders set for Archive - [error message] A database error occurred while getting the list of contacts in Contact Folder [name] that meet the criteria for Archive - [error message] A database error occurred in finding additional folder associations for contacts to be archived from Contact Folder [name] - [error message] A database error occurred while retrieving the names of contacts eligible for Archive in Contact Folder [name] - [error message] Unable to remove [content type] for contact [GUID] from system Unable to remove [content type] for contact [GUID] from online storage Contact [GUID] encountered an error during archive Database error occurred while getting archive type of contact [GUID] - [error message] Database error occurred while trying to get list of contacts to delete - [error message] Database error occurred while deleting contacts from folders - [error message] Database error occurred while checking multiple folder associations for contacts to be deleted - [error message] Database error occurred while setting one-time-only Schedule Rule for Agent [name] to inactive - [error message]. Quality Monitoring Error Messages Guide 26

27 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error Database error occurred while getting a list of scheduled rules - [error message] Agent [name] is not logged in; Schedule rule [PK] cannot be started Cannot start Scheduled Rule for Agent [name] - No media channels are available A database error occurred finding the Contact Folder for Scheduled Rule PK; the Contact will not be filed - [error message] A database error occurred getting an Agent [name] for Scheduled Rule [PK] - [error message] An error occurred while inserting contact [name] to the database. The error description: [error message] An unknown error occurred while inserting contact [name] to the database An error occurred while updating contact name in the database. The error description: [PK] An unknown error occurred while updating contact [name] in the database An error occurred while getting contact [name] from the database. The error description: [error message] An internal error has occurred while accessing a contact from the database. No contact name can be provided. Please contact technical support. The reference GUID for the contact is [GUID] An error occurred while rejecting contact name. The error description: [error message] An unknown error occurred while rejecting contact [name] An error occurred while filing contact name. The error description: [error message] An unknown error occurred while filing contact [name] An error occurred while associating a business rule with contact [name]. The error description: [error message] An unknown error occurred while associating a business rule with contact [name] Contact Manager is not properly initialized A channel error occurred while recording contact [name] on channel [media ID]. The error description: [error message] A channel error occurred while recording contact [name]. The error description: [error message] A channel is not available for recording contact [name]. The error description: [error message] A database error occurred while recording contact [name]. The error description: [error message] An error occurred while recording contact [name]. The error description: [error message] An unknown error occurred while recording contact [name]. Quality Monitoring Error Messages Guide 27

28 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error An error occurred while archiving content [ID]. The error description: [error message] An error occurred while canceling a High Volume Storage operation. The error description: [error message] An error occurred while checking restore message at start up. The error description: [error message] An error occurred while dismissing content [ID]. The error description: [error message] An unknown error occurred while updating status of content ID An error occurred while getting folder name (PK=[PK]) from the database. The error description: [error message] An error occurred while purging content [ID]. The error description: [error message] An error occurred while restoring content [ID]. The error description: [error message] An error occurred while updating restoration message of contact name in the database. The error description: [error message] An error occurred while updating status of content [ID]. The error description: [error message] An unknown error occurred while archiving content [ID] An unknown error occurred while checking restore message at High Volume Storage startup An unknown error occurred while dismissing content [ID] An unknown error occurred while canceling a High Volume Storage operation An unknown error occurred while getting folder name (PK=[PK]) from the database An unknown error occurred while purging content [ID] An unknown error occurred while restoring contents An unknown error occurred while updating restoration message of contact [name] Contact [name] does not exist in the database A database error occurred while creating an external audio content record for contact [GUID]. The error description: [message] A database error occurred while creating an external video content record for contact [GUID]. The error description: [message] A database error occurred while persisting attribute summary for contact [name]. The error description: [message] An unknown error occurred while persisting attributes summary for contact [name] Unable to read configuration for adapter [name]. Database error = [message] The BDR Server has lost its connection to adapter [name]. Adapter will be restarted. COM error = [message]. Quality Monitoring Error Messages Guide 28

29 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error The BDR Server was unable to start adapter [name]. Adapter will be restarted. COM error = [message] The BDR Server was unable to configure adapter [name]. COM error = [message] The BDR Server was unable to find adapter [name] on host [name] Please check the adapter installation and configuration. COM error = [message] The BDR Server was unable to read adapter message. Adapters will not be started. Database error = [message] Unable to persist AgentLogon for AgentID [ID]. Agent status may not have been saved. Database error = [message] Unable to persist AgentLogoff for AgentID [ID]. Agent status may not have been saved. Database error = [message] Unable to initialize System Device message. Database error = [message] WWMS detected an internal error while processing a change notification. You may have to restart BDRSvc for configuration changes to take effect Call Manager queue size has reached [number]; severe contact latency may be observed An internal error was detected in the Call Manager main thread. Contacts may not be recorded The Call Manager was unable to read system device configuration -- Restarting the process. Database error = [message] Call Manager exception count 'number'. It is likely that Call Manager is not functioning properly. Restarting the process Call Manager detected an internal error while processing a change notification. You may have to restart BDRSvc for configuration changes to take effect An internal error was detected in the Call Manager component while initializing event properties An internal error was detected in the Call Manager component while populating the attribute cache for call [debug ID] A connection event for call [debug ID] contained a device with ROLE_UNKNOWN. Unable to process the event for this device Unable to identify the extension [extension]. Agent device value attribute will not be set for this event An internal error occurred while processing agent attributes for device [device ID] An internal error occurred while scanning a CTI event for device [device ID]. The event may not be processed properly Call Manager is unable to read the configuration. Restarting the process. Database error = [message] Unable to update the initial Agent settings for event on call [debug ID]. Quality Monitoring Error Messages Guide 29

30 Chapter 2 - QM System Event Viewer Messages BDR Server Errors Error Session thread pool queue size has reached [number]; severe contact latency may be observed Unable to create a Contact for call [debug ID]. The call will not be recorded An internal error was detected in the WCMS component while delivering an Event for call [debug ID]. The event may not be processed An internal error was detected in the WCMS component while closing Contact for call [debug ID]. The contact may not be available for playback Unable to send configuration message to the adapter. COM error = [message] An error occurred while sending configuration message to the adapter EDCS detected an internal error while processing a change notification. You may have to restart BDRSvc for configuration changes to take effect The changed extension was not processed. You may have to restart BDRSvc for configuration changes to take effect. Database error = [message] The changed system device skills were not processed. You may have to restart BDRSvc for configuration changes to take effect. Database error = [message] The changed Sys Agent ID was not processed. You may have to restart BDRSvc for configuration changes to take effect. Database error = [message] Unable to initialize AgentID list. Database error = [message] Unable to initialize Extension list. Database error = [message] Unable to initialize Skill list. Database error = [message] The changed Telephone was not processed. You may have to restart BDRSvc for configuration changes to take effect. Database error = [message] Unable to initialize Trunk Extension list. Database error = [message] The BDR Server timed out processing an event and will be shut down. If Windows 2000 service recovery is enabled the service will be restarted. Additional error message: [message]. Quality Monitoring Error Messages Guide 30

31 Chapter 2 - QM System Event Viewer Messages Common Warnings Common Warnings Warning Servlet [name] failed to start; terminating process Could not register COM object [GUID] from Servlet [name]; COM interface will not be available. COM Error = [error message] Server [name] Shutdown taking too long; terminating process Unrecoverable error detected; shutting down process Service [name] is already running. Second instance will exit. Quality Monitoring Error Messages Guide 31

32 Chapter 2 - QM System Event Viewer Messages Common Errors Common Errors Error Attributes detected an internal error while processing a change notification. You may have to restart BDRSvc for configuration changes to take effect A database error occurred while accessing attributes. COM Error = [message] An unknown database exception occurred while accessing attributes A database error occurred while accessing PersonGroup attributes. COM Error = [message] An unknown database exception occurred while accessing PersonGroup attributes WENS Channel name not provided; change notification messages will not be processed Unknown exception creating WENS Event Channel [name]. Change notification messages will not be processed Bad parameter connecting to event channel [name]. Change notification messages will not be processed Already connected to event channel [name]. Change notification messages will not be processed Unknown exception finding event channel [name]. Change notification messages will not be processed Component exception while processing change message. The server may have to be restarted for changes to take effect Failed to load servlet [name]; its functionality will not be available. Win32 error = [message] Failed to obtain IServlet interface [name] from [file name]; its functionality will not be available IDSMail Server could not be created for notification Error occurred while creating an - Recipient: name, Subject: [message] address was not submitted; will not be sent - Subject: [message] Notification settings have not been configured - s will not be delivered Notify Manager could not create the Builder - COM Error: [message] Page could not be sent - Error: [message] Can't initialize MessageMaster for pager notification: Make sure MessageMaster has been properly installed on the Balance server. Error code: [message] Pager Notify Manager could not create the Page Builder - COM Error: [message] Pager message could not be created - Message Text: [message] Error: [message] Failed to Run the Naming Service with Message - [message]. Quality Monitoring Error Messages Guide 32

33 Chapter 2 - QM System Event Viewer Messages Common Errors Error Failed to Initialize the Naming Service with Message - [message]. Please verify the Naming Service Configuration Options in Registry Failed to Run Notification NT Service with the Message - [message] Unable to resolve the RootPOA Unable to resolve the Naming Service with name - [name]. Please verify that equality Naming Service is Started. Does not apply to release 7.8 SP2 or higher Failed to run Notification Service with Message - [message]. Please verify the Notification Service Configuration Options in Registry. Does not apply to release 7.8 SP2 or higher Failed to Activate and Connect Facade Components to CORBA. Does not apply to release 7.8 SP2 or higher Failed to Deliver CORBA Event with Message - [message]. Does not apply to release 7.8 SP2 or higher Facade Component name Failed connecting to CORBA. Please verify that equality Naming and equality Notification Services are Started. Does not apply to release 7.8 SP2 or higher Facade Component name Failed reconnecting to CORBA. Does not apply to release 7.8 SP2 or higher Failed to Deliver WENS Event [Name] Failed Connecting to WENS because Event Channel does not exist [Name] Failed Connecting to WENS because of the Bad parameter [Name] Failed Connecting with Unknown Exception. Quality Monitoring Error Messages Guide 33

34 Chapter 2 - QM System Event Viewer Messages erecorder Warnings erecorder Warnings Warning MC[media ID] - The recorded content file [name] was not found for playback. Some or all of the playback session will be blank. Please contact Technical Support. WIN32[error message], Context[function name] MC[media ID], File Name[file name], SFIKeyExpiredException [exception message]. Context[function name] MC[media ID], File Name[file name], SFIKeyException[exception message]. Context[function name] MC[media ID], File Name[file name], SFIException[exception message]. Context[function name] MC[media ID], File Name[file name], created in unencrypted format. Context[function name] Failed to retrieve data for a specified key value [name] from registry. WIN32[error number], Context[function name] Failed to set data for a specified key value [name] in registry. WIN32[error number], Context[function name] GetComputerNameEx() failed. Cannot verify the server role Content folders (under \\name\content\) with folder name larger than [channel limit] will not be monitored by the Data Store Manager. It may be due to the number of channels in the system exceeded the maximum allowed [number] sometime ealier. Please delete these folders MC[media ID] - A connection to Agent Video Capture on host [name] on port [number] was not established. Please verify that Agent Video Capture is operating on the specified host MC[media ID] - Connection with Agent Video Capture on host [name] broken. No data recorded MC[media ID] - No Key Frame was received from Agent Video Capture on host [name] within the specified time [number sec]. This will cause a perceived delay in playback of the captured session MC[media ID] - No Key Frame was received from Agent Video Capture on host [name] during captured session. The captured session will not be capable of playback MC[media ID] - Agent Video Capture on host [name] not polled [number] times. Already [number] poll requests are pending at Agent Video Capture. Please check that Capture is operating on the specified host MC[media ID] - Connection with Agent Video Capture on host [name] broken, however some data was recorded before connection broken MC[media ID] - Empty content segment list for Playback. No data will be played back. Context[function name]. Quality Monitoring Error Messages Guide 34

35 Chapter 2 - QM System Event Viewer Messages erecorder Warnings Warning MC[media ID] - No data was found for Playback. The Content File(s) were found, however no data was found for the indicated time period. The attempted function cannot continue. Please notify Witness Systems MC[media ID] - Unable to connect to Playback Client on host [name] on LMPS SessionID [session ID]. Please check that Playback Client is operating MC[media ID] - Connection with Playback Client on host [name] broken MC[media ID] - Non-Video segment for Video Playback. This segment will not be used in Playback. Context[function name] MC[media ID] - No data found in file for Playback. File name [file name], Context[function name] MC[media ID] - Maximum number of cache buffers [number] has been reached. The current video packet of length [number] bytes will not be recorded to disk. This will indicate that disk IO system is slow and the system is very busy. Please notify the Systems Administrator MC[media ID] - A connection to Live Monitor Client on host [name] on LMPS SessionID [session ID] could not be established. Please verify that Live Monitor Client is operating on the specified host MC[media ID] - Connection with Live Monitor Client on host [name] broken MC[media ID] - Dropped Live Monitor data. Please verify that the live monitor client is operating. If the client is operating, this may indicate network congestion or that the client is slow in taking the data. Please notify System Administrator. Context [function name] GC[error code, error message] - Cannot determine status of Dialogic CCLibraries. erecorder system may not have started up properly Failed to export the AVI file. AVI File Name[file name], Error [error message] An error occured exporting the AVI file. Some content may be missing. AVI File Name [file name], Error [error message] Failed to retrieve a WAV file URL from Contact Viewer Server [name], User [user name]. Quality Monitoring Error Messages Guide 35

36 Chapter 2 - QM System Event Viewer Messages erecorder Errors erecorder Errors Error A thread could not be created. This may be a transient error, or the application may no longer be functional. Please notify Witness Systems. WIN32 [error number], Context [function name], Extended Message: [error message] A software illogical error occurred. This may be a transient error, or the application may no longer be functional. Please notify Witness Systems. Context [error message] Memory allocation failed. This may be a transient error, or the application may no longer be functional. Please notify Witness Systems. Context [error message] The application caught an unhandled exception. This may be a transient error, or the application may no longer be functional. Please notify Witness Systems. Context [error message] Cannot load dll [file name]. erecorder cannot function without this DLL. Context[error message] An error occurred while trying to create a thread. Context[error message] DCOM COCreateInstance Failed. Context [error message] Create Event Failed. Context[error message] Failed to initialize FilePaths utility. erecorder cannot function properly with this failure. Please notify Witness Systems. Context [error message] MC[media ID] - The specified resource is not a valid resource. Please make sure the resource is valid and available. Context [error message] MC[media ID] - Invalid Configuration settings. Please check the configuration settings. Context [error message] MC[media ID] - The content file name could not be framed. The attempted function cannot continue. Please notify Witness Systems. Context [error message] MC[media ID] - Invalid Play file version [version number]. File name [file name], Context[function name] MC[media ID] - Failed to create Content file [file name]. This channel will be disabled from recording until the file can be successfully created. Make sure disk space is available. Please notify your System Administrator. WIN32[error number], Context[function name] MC[media ID] - Failed to read data from content file. File name [file name], file handle [handle number], WIN32[error number], Context[function name] MC[media ID] - Failed to move the file pointer to offset [offset size]. File name [file name], file handle [handle number], WIN32[error number], Context[error message] MC[media ID] - Failed to write data into file. File name [file name], file handle [handle number], WIN32[error number], Context[error message]. Quality Monitoring Error Messages Guide 36

37 Chapter 2 - QM System Event Viewer Messages erecorder Errors Error MC[media ID] - Failed to delete the file [file name], due to WIN32 error [error number]. (Context[function name]) Failed to create directory [directory name]. WIN32[error number], Context[error message] MC[media ID] - Failed to copy file. File name [file name], WIN32[error number], Context[function name] Failed to open database [database name]. HRESULT[error number], ErrorMessage[error message], Context[function name] Failed to query data from erecorder database [database name]. Query [string] HRESULT[error number], ErrorMessage[error message]. erecorder services will not function as expected. Please shut down the system and notify your System Administrator. Context[function name] Failed to write data to database. Record [content file name], ErrorMessage[error message], Context[function name] Failed to read data from database. Record [row number], ErrorMessage[error message], Context[function name] Failed to seek to record in database. Record [row number], ErrorMessage[error message], Context[function name] Failed to flush buffer to database. ErrorMessage[error message], Context[function name] Failed to create the registry key [key name]. WIN32[error number], Context[error message] Failed to open the registry key [key name]. WIN32[error number], Context[error message] Failed to set data for a specified key value [value name] in registry. WIN32[error number], Context[error message] Failed to create socket. WINSOCK32[error number], Context [error message] Failed to connect to socket. WINSOCK32[error number], Context [error message] Failed to send data on a socket. The network may be slow, or a remote application is not taking data as fast as it is trying to send. Please notify Witness Systems Technical Support or System Administrator. WINSOCK32[error number], Context[error message] Once of the parameters required to call erecorder Database Migration (ecorddbmig) is missing, please verify configuration: Schema [database name], DSN [DSN], RefPath [reference path], DestPath [destination path] Unable to find erecorder Database Migration application (ecorddbmig.exe). Expected path is [DB migration path] Failure occurred in erecorder Database Migration (ecorddbmig). Error reported: [error message] erecorder Database Migration failed: No server with the "BDR Server" role is configured. Quality Monitoring Error Messages Guide 37

38 Chapter 2 - QM System Event Viewer Messages erecorder Errors Error erecorder Database Migration failed: Too many servers with the "BDR Server" role are configured erecorder Database Migration failed: Too few voice resources (Dialogic D/160 or D/320) are available for the number of VTG / DAC16 configured. Please check the Voice Card configuration No BoardID was found for board [ID]. This may indicate a configuration or System Administration error More than one DAC16 card has been configured with board ID [ID]. This may indicate a configuration or System Administration error More than one VTG card has been configured with board ID [ID]. This may indicate a configuration or System Administration error More than one Dialogic card has been configured with board ID [ID]. This may indicate a configuration or System Administration error erecorder Database Migration failed due to missing command line parameters erecorder Database Migration failed: Host [name] is not configured as an erecorder server The total number of channels exceeds number. This version of Balance only supports a maximum of number channels across all the erecorder nodes. The erecorder service on host is not started properly The total number of channels exceeds number. This version of Balance only supports a maximum of number channels across all the erecorder nodes. The erecorder service on host name will be shutdown MC[media ID] - Invalid TCP Port [number] specified for Agent Video Capture MC[media ID] - The requested recording operation failed because an invalid Hostname [name] was specified for Agent Video Capture. Please check the configuration of the Workstation and specify a valid Hostname MC[media ID] - Invalid TCP Port [number] specified for Live Monitor Client MC[media ID] - Invalid Hostname [name] specified for Live Monitor Client MC[media ID] - Requested recording Media Channel MC[source media ID] is unavailable equality erecorder Video Service connection with BDR Server on host [name] was broken MC[media ID] Invalid contact start time encountered during playback. Defaulting to 60 minutes before content start time. This may be caused by a corrupted database record. Context[error message] MC[media ID] Invalid contact end time encountered during playback. Defaulting to content end time. This may be caused by a corrupt database record. Context[error message] equality erecorder Audio Service connection with BDR Server on host [name] was broken. Quality Monitoring Error Messages Guide 38

39 Chapter 2 - QM System Event Viewer Messages erecorder Errors Error DIALOGIC[device, channels range] - T1/E1 span error. Either the span is out of service, the connection to the switch is broken, or the switch or server is configured incorrectly MC[media ID] DIALOGIC[Error on event number] - Dialogic reports an unknown error on the channel. If multiple channels receive this error on a span, the switch should be checked for errors MC[media ID] DIALOGIC - Cannot open or initialize DC[device name]. Disabling to prevent future use of unstable channel. If multiple channels fail, this may indicate a hardware or configuration problem. Make sure that all telephony cards are installed properly and match the configuration specified in the admin utility MC[media ID] DIALOGIC[error number, error message] - Cannot play on Dialogic channel [Dialogic channel]. Playback is not currently possible on this channel MC[media ID] DIALOGIC[error number, error message] - Cannot start recording on Dialogic channel [channel number]. Recording is not currently possible on this channel Upon erecorder startup, the Dialogic services could not be started. The erecorder cannot function without these services. Try to start services manually using the Dialogic DCM. If this fails, call Witness Systems for help in resolving this problem MC[media ID] DIALOGIC[error number, error message] - Cannot terminate play on Dialogic channel [channel number]. The channel may be in an unstable state. An automatic reset of channel will be attempted MC[media ID] DIALOGIC[error number, error message] - Cannot halt recording on Dialogic channel [number]. The channel may be in an unstable state. An automatic reset of channel will be attempted GC[error number, error message] - Cannot start Dialogic GlobalCall libraries. The erecorder, if configured for GlobalCall, cannot function without these libraries MC[media ID] Dialogic GlobalCall reports that the current task has failed. If this error happens in conjunction with recording errors, contact Witness Systems for help in resolving this issue: GC[device ID, library, lib: error number, error message] MC[media ID] GC [device ID, library, lib: error number, error message] - GlobalCall reports that an error was received on channel. If multiple channels receive this error on a span, the switch should be checked for errors SR[error number, error message] - Cannot set Dialogic event thread parameters (polling rate, threading specifics). The erecorder may not be able to properly detect telephony events VTG[error number, error message] - VTG subsystem cannot start or initialize. Make VTG hardware is properly installed and configured, make sure VTG software driver is installed and confirm that configuration in admin utility matches hardware configuration on erecorder. Context[error message] MC[media ID] VTG[error number, error message] - VTG device ID cannot start or initialize. This channel will be disabled to prevent future use of possibly unstable channel. Context[error message] Quality Monitoring Error Messages Guide 39

40 Chapter 2 - QM System Event Viewer Messages Login Errors Error MC[media ID] - DAC16 channel cannot open or initialize. Invalid timeslot detected. This channel will be disabled to prevent future use of possibly unstable channel MC[media ID] - Aspect Interface Object cannot initialize. This channel will be disabled to prevent future use of possibly unstable channel MC[media ID] - Aspect COM Port Object cannot initialize. WIN32 Error Code[error number] Aspect Send Failure. Packet Size[number] Bytes Sent[number] Low Disk Space Detected. Free Space Left on Disk[number] HVS System is not available. Context[error message] An error occurred while trying to process an HVS Command. Context[error message] An Error Occurred creating a Prefetch Request. RequestId[number], Msg[error message], Context[function name] equality erecorder Service connection with BDR Server on host [name] was broken. Login Errors Error Connection to Actuate Server failed A user has been disabled because of too many failed logins. Reporting Errors Error Could not create connection the Report Server Could not get login message from the Report Server Could not login to the Report Server Connection to Actuate Server Failed Connection to Actuate Request Server Failed. Quality Monitoring Error Messages Guide 40