Cisco Unified Workforce Optimization Issues
Cannot log into Cisco Unified Workforce Optimization
Description. User cannot log into Cisco Unified Workforce Optimization.
Symptom. If the information entered is incorrect, the following message appears. Credentials are not correct. Try again.
Solution. Reenter the login information and then try again. If the error persists, contact your administrator.
Cannot access applications in Cisco Unified Workforce Optimization Description. User cannot access applications in Cisco Unified Workforce Optimization.
Symptom. If the username and password are correct, but the user does not have permission to access the applications, the following message appears.
You do not have permission to access any Monitoring and Recording applications. The Apps list is empty. Contact your administrator to correct the problem.
Solution. Contact your administrator to correct the problem. User cannot log in
Description. The user cannot log into Cisco Unified Workforce Optimization. Solution. Check the following items to verify if the Windows account the user is logging in with is the correct account:
• Check the sqmservice.dbg file for the credentials the user is using to log in. • Verify that you configured the Active Directory path correctly in Monitoring
and Recording Administrator under Enterprise Settings.
• Verify the Cisco Monitoring and Recording server is in the user’s domain, or in a trusted domain.
• Verify the user is synchronized in Cisco Monitoring and Recording, linked, and licensed.
• Verify the user account in Cisco Monitoring and Recording was not deactivated and the agent was not removed from Unified CCX.
Troubleshooting Issues
Cisco Unified Workforce Optimization Issues
Reports do not open in Microsoft Internet Explorer 7
Description. Reports in CSV, PDF, and XLS format do not open in Microsoft Internet Explorer 7.
Symptom. A dialog box to save the report opens but closes again very quickly. Solution. Choose one of the following solutions.
• Clear the Confirm open after download check box for the CSV, PDF, and XLS file types. To do this, follow these steps for each file type.
a. Double-click My Computer.
b. On the Tools menu, choose Folder Options. c. Select the File Types tab.
d. Under Registered File Types, select the file type, and then click Advanced.
e. Clear the Confirm open after download check box, and then click OK. NOTE: This solution might not work. In that case, try the following
solution.
• Enable automatic prompting for downloads in Microsoft Internet Explorer. a. In Microsoft Internet Explorer, choose Tools > Internet Options. The
Internet Options dialog box appears.
b. Click the Security tab, and then click Custom level. The Security Settings - Internet Zone dialog box appears.
c. Scroll down to Downloads and click the Enable option for Automatic prompting for file downloads.
d. Click OK to save your changes.
e. Click OK to dismiss the Internet Options dialog box. Agent cannot view calls
Description. An agent can view calls in the Evaluate and Review widget, but not the Search and Play widget.
Cause. An agent cannot view calls when any of the following has occurred: • The agent’s team is not in a group
• The agent is deleted from Unified CM
Solution. To see the calls on the Search and Play tab, do one of the following (as appropriate to the individual situation):
Troubleshooting Issues
Cisco Unified Workforce Optimization Issues
The error, “Can’t move focus to the control because it is invisible, not enabled, or of a type that does not accept the focus” appears when choosing any menu item. Description. This problem is due to an Microsoft Internet Explorer issue.
Solution. To prevent this error from appearing, edit the Microsoft Internet Explorer options as follows.
1. In Microsoft Internet Explorer, choose Tools > Internet Options, and select the Advanced tab.
2. Under the Browsing section, ensure that the “Display a notification about every script error” option is cleared; select the “Disable script debugging (Internet Explorer)” and “Disable script debugging (Other)” options. 3. Click OK.
Encrypted metadata appears as sortable in a table, but does not sort
Description. A sort triangle appears in a metadata column. When you click the sort triangle, the metadata in the column does not sort. The sort is ignored.
Solution. None.
The index for Japanese localized help does not display text in the correct sort order Description. The text does not appear in the correct sort order in the Japanese localized help.
Solution. None.
Slow performance when the search filter locates many recordings
Description. If you use the search filter in Search and Play or Evaluate and Review applications and the search filter locates many recordings, performance might be effected. A slow response to a search request can also affect the performance of other applications in the Cisco Unified Workforce Optimization.
Solution. Our testing has found that the time required to fully render a page within the Cisco Unified Workforce Optimization can vary from one web browser family to the next. If user interface performance is a major concern to your business practice, the web browsers perform page rendering in the following order from fastest to slowest:
• FF 3.x or later • IE 8
Troubleshooting Issues
Cisco Unified Workforce Optimization Issues
User-entered data in Asian characters (for example, a team name, an agent name, or a question), do not appear in the Quality Reports when you generate a PDF form Description. Asian languages only appear in PDF reports when Monitoring and Recording Base Services server is running Supplemental Language Support for East Asian languages
Solution. You must install the supplemental language support for East Asian languages on the Monitoring and Recording Base Services server. If you do not install supplemental language support, the characters do not appear in the Quality Reports when you generate a PDF form. The following languages require
supplemental language support. • Chinese (China)
• Chinese (Taiwan) • Japanese • Korean • Russian
See “Supporting Asian Languages” in the Installation Guide for instructions on installing supplemental support for East Asian languages.
Report does not correctly display data in locale language
Description. Data in a specific locale language does not appear correctly in a Quality Report when you generate a PDF form. The data appears correctly when you generate a Quality Report in CSV or HTML. For example, if you generate a PDF for a Quality Report from a client machine running the English locate and a question in the report is written in Japanese, the data does not appear correctly. The client machine must run in the Japanese locale for the report to display the Japanese text.
Solution. Verify that you are running the correct locale for the supported language on the client machine.
Troubleshooting Issues