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New Member

Desktop recording not working using Quality Management 10.0

Hello All,

I have currently installed QM version 10, integrated with UCCX 10.0 and CUCM 10.0 but no recordings are being saved. I'm using Desktop recording to store agents voice and screen. Below is the debug log from the QM Folder on the Agent desktop.

2014-06-03 20:10:52:039 DEBUG [0x1ee0] PhoneFinder.cpp[120] PhoneFinder::FindNextAdapter: Returning next adapter(\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}).
2014-06-03 20:10:52:044 DEBUG [0x1ee0] PhoneFinder.cpp[169] PhoneFinder::IsValidAdapter: Adapter(\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}) is valid.
2014-06-03 20:10:52:045 DEBUG [0x1ee0] PhoneFinder.cpp[202] PhoneFinder::FindConnectedPhone: Packet filter string: ((tcp or udp or ether[12:2] = 0x8100)).
2014-06-03 20:10:52:053 DEBUG [0x1ee0] PhoneFinder.cpp[310] PhoneFinder::FindConnectedPhone: Start checking packets from adapter(\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}) for next 420 seconds.
2014-06-03 20:17:52:256 DEBUG [0x1ee0] PhoneFinder.cpp[340] PhoneFinder::FindConnectedPhone: Finished checking packets from adapter(\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}).
2014-06-03 20:17:52:256 DEBUG [0x1ee0] PhoneFinder.cpp[350] PhoneFinder::FindConnectedPhone: Unable to detect phone on adapter(\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}).
2014-06-03 20:17:52:257 INFO [0x1ee0] QM0004 FindConnectedPhone: Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2014-06-03 20:18:52:258 DEBUG [0x1ee0] PhoneFinder.cpp[120] PhoneFinder::FindNextAdapter: Returning next adapter().
2014-06-03 20:18:52:259 DEBUG [0x1ee0] QMRegistry.cpp[443] QMRegistry::ReadSiteSetup: Key <MONITOR DEVICE> does not exist in node </SOFTWARE/Calabrio/QM/Site Setup>
2014-06-03 20:18:52:262 DEBUG [0x1ee0] PhoneFinder.cpp[93] PhoneFinder::FindFirstAdapater: List of adapters found(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4},\Device\Qmpdpc_{8D8AA378-035A-4AC0-B26B-771E3C981A67},\Device\Qmpdpc_{990244BE-C37D-43DE-81A3-26F8F80F3EB8}).
2014-06-03 20:18:52:267 DEBUG [0x1ee0] PhoneFinder.cpp[169] PhoneFinder::IsValidAdapter: Adapter(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4}) is valid.
2014-06-03 20:18:52:268 DEBUG [0x1ee0] PhoneFinder.cpp[202] PhoneFinder::FindConnectedPhone: Packet filter string: ((tcp or udp or ether[12:2] = 0x8100)).
2014-06-03 20:18:52:277 DEBUG [0x1ee0] PhoneFinder.cpp[310] PhoneFinder::FindConnectedPhone: Start checking packets from adapter(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4}) for next 420 seconds.
2014-06-03 20:25:52:110 DEBUG [0x1ee0] PhoneFinder.cpp[340] PhoneFinder::FindConnectedPhone: Finished checking packets from adapter(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4}).
2014-06-03 20:25:52:110 DEBUG [0x1ee0] PhoneFinder.cpp[350] PhoneFinder::FindConnectedPhone: Unable to detect phone on adapter(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4}).
2014-06-03 20:25:52:110 INFO [0x1ee0] QM0004 FindConnectedPhone: Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2014-06-03 20:26:52:114 DEBUG [0x1ee0] PhoneFinder.cpp[169] PhoneFinder::IsValidAdapter: Adapter(\Device\Qmpdpc_{8D8AA378-035A-4AC0-B26B-771E3C981A67}) is valid.
2014-06-03 20:26:52:114 DEBUG [0x1ee0] PhoneFinder.cpp[202] PhoneFinder::FindConnectedPhone: Packet filter string: ((tcp or udp or ether[12:2] = 0x8100)).
2014-06-03 20:26:52:126 DEBUG [0x1ee0] PhoneFinder.cpp[310] PhoneFinder::FindConnectedPhone: Start checking packets from adapter(\Device\Qmpdpc_{8D8AA378-035A-4AC0-B26B-771E3C981A67}) for next 420 seconds.

 

Can anyone assist and advise the solution. 

5 REPLIES
New Member

 .Hi Hameed, Is this a server

 

.Hi Hameed, Is this a server recording or network recording. Make sure call recording is enables on the line and device has span to pc enabled and also the pc port. Is the pc is daizu chaine  with a phone and MAC is added in QMJTAPI pool.

New Member

Hello Saeed, thanks for the

Hello Saeed, thanks for the prompt response. I'm using the desktop recording method.

Call recording and Span to PC and PC port is enabled on the line. MAC is added in the QMJTAPI pool.

If you dont mind can I have you contact# so that I can explain you in detail.

 

New Member

I had a similar issue. Make

I had a similar issue. Make sure the agents are all licensed. Sync the Database and check the staging/upload folders on the agent desktop. I've also had to connect to the agents workstation services and restart the recording service as well.

New Member

Hi Ross;Thanks for your

Hi Ross;

Thanks for your response. I have verified that  the agents are licensed. Sync the database.Restarted the Recording service as well

Staging/upload folder you mean this location C:\Program Files (x86)\Common Files\QM\recording .

I am getting the following error at present

2014-06-03 22:28:53:158 DEBUG [0x1f84] PhoneFinder.cpp[350] PhoneFinder::FindConnectedPhone: Unable to detect phone on adapter(\Device\Qmpdpc_{E1BD9C22-FB9E-4F4B-96A6-0E62FC5BF8D4}).
2014-06-03 22:28:53:159 INFO [0x1f84] QM0004 FindConnectedPhone: Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2014-06-03 22:28:53:159 DEBUG [0x1f84] RealTimeRecordingStatus.cpp[49] RealTimeRecordingStatus::send: AgentId=3;Cause=recording_no_phone_info;RecordingIP=10.1.3.200;State=RECORDING_FAILURE;Status=48;Type=END_POINT;

 

 

New Member

When was the last time

When was the last time recording was working? 

You can find the recorder log for the agent here

c:\Program Files(x86)\Cisco\WFO_QM\log

You can find the recording folder for staging and upload here, (are there any files here?)

c:\Program Files(x86)\Common Files\SQM\recordings\ (daily & staging)

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