Solved: Cisco Supervisor Record Viewer

Saima Harris · ‎03-01-2013

Hi ,

I have a customer who is a supervisor , his problem is when he tries to open the "Supervisor Record Viewer" to listen to the recordings the window doesn't appear , He is suppose to see the following window but nothing happens. I have already checked his Windows Firewall which is disabled .

Is there anything else that I need to check or disable.

Please help.

Saima

anchoudh · ‎03-01-2013

Hi Saima,

Please refer the below link and check if you are using the supported platform for the CSD desktop,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

In a High Availability system, recordings can be stored on either of the two recording servers, and all are displayed in Supervisor Record Viewer. If one of the servers becomes inactive and cannot be accessed, the recordings stored on that server cannot be played, even though they continue to be displayed in Supervisor Record Viewer.

You cannot play back a recording while you are monitoring a call.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

Hope this helps.

Anand

pls rate helpful posts !!

View solution in original post

anchoudh · ‎03-01-2013

Hi Saima,

Please refer the below link and check if you are using the supported platform for the CSD desktop,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

In a High Availability system, recordings can be stored on either of the two recording servers, and all are displayed in Supervisor Record Viewer. If one of the servers becomes inactive and cannot be accessed, the recordings stored on that server cannot be played, even though they continue to be displayed in Supervisor Record Viewer.

You cannot play back a recording while you are monitoring a call.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

Hope this helps.

Anand

pls rate helpful posts !!

Saima Harris · ‎06-18-2013

Finally I was able to get it fixed .

According to the compatibility matrix mentioned above by Anchoudh, for UCCX 8.0(2)SU4 the CAD version should be 8.0.2.500 and not 8.0.2.9 with windows XP SP3

Customer was running the older version 8.0.2.9 which is not compatible with Windows XP SP3.

Thank you for your help.

Saima

Aaron Harrison · ‎03-02-2013

Hi

If the window just doesn't appear that suggests some problem with the windows or supervisor installation. I would first check the supervisor logs in c:\prog files\cisco\desktop\log to see if anything interesting is logged when you try to open the window.

If there's nothing there I would remove Supervisor completely, reboot and reinstall.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!