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New Member

Troubles with WFO solution and CCX 7.0

Hi

actually we have the follow topology:

Diapositiva1.jpg

Tha LOGs are follow:

“QMDT2063: There was a problem downloading the file. Try again or contact your QM administrator“

“QMDT2057: Error initializing the audio file. Try again or contact your QM administrator”


The acctually error is the recording from QM to agents, troubleshooting make it is:

  • Restarting Quality Manager
  • Restart services in the Contact Center
  • SQL Services
  • Cisco Desktop Recording & Statistics Service
  • Cisco Desktop Recording Service
  • Cisco Desktop VoIP Monitor Service
  • Cisco Desktop Sync Service
  • Validated that users associated with the agents were properly configured in CUCM . (Allow Control of Device from CTI check and primary extension IPCC).
  • Validated that the mac address of the phones it were contained within the JTAPI user-controlled devices.
  • The contact center has agents correctly associated with the group of Telemarketing skills.

In the Quality Management Administrator tool was validated as follows :

  • Correct configuration and association within the Inclusion List Site Configuration
  • Correct configuration and association of VoIP Devices in Record Server Configuration
  • Correct configuration and association within Personnel Administration User
  • Correct configuration and association of Workflows in Archive

someting know what can we do?

Best Regards

2 REPLIES
New Member

Troubles with WFO solution and CCX 7.0

Did you check the phones configurations ? Make sure the pc ports are enable and span to pc port is enables as well. We are using  WFM 8.5 and all we see is prblem with it every other day. I am not sure what you r exact problem is if you elobrate further more. Last time we had an issue it was mismatch of JTAPI in CM & QM.

New Member

Troubles with WFO solution and CCX 7.0

Saul,

Please refer to two Error Code Descriptions below:

The issue surrounds actually downloading the files for playback. 

couple things you can check.  Find your storage directory, (Where you specified it during initial setup)

see if there are any files actually uploaded there.  If the directory is empty, with no Audio folder, then you probably have a permissions issue trying to write to this directory.

Please refer to page 57 of the guide:  Recording File Storage:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_2x/installation/guide/qm273install-cisco.pdf

If you are using External Storage, SAN, or another server, the user set as the "Logon User" must have read/write access to that directory, you can test by logging on to a server as this user, and simply entering a UNC path from START/Run, see if it opens, and you can create a file.

If there are files in the storage directory, and your playback requests are failing, then look at the client pc where QM Desktop is installed and any firewalls that may be blocking specified ports listed in the Install guide.

Follow the procedures to "Set Recording Home Directory" Page 87

QMDT2063:

Text:

download error for contact id . source

file= hostip= httpport=

httpsport= username=

target= ftsCode=,

ftsMessage=

Type: Error

Add’l Info: This error occurs if an error occurs during the audio

file download.

Action: The user should just retry the download, or contact

their system administrator.

QMDT2057:

Text: Error initializing the audio file for contact id :

details=

Type: Error

Add’l Info: When a user selects a contact for evaluation, part of

building the evaluation panel is to decode the audio

file. If a user receives this error message, initializing

the audio file has failed.

Action: The user will need to back out of the evaluation and

retry selecting the contact, or contact their system

administrator.

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