1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520
3. Operation and Maintenance Guide

# Genesys Quality Management Suite 8.1.520 : Essential troubleshooting

## System checks

- disk space ("df -h")
- cpu, ram, sys. load ("top", "free -m")
- dmesg
- /var/log/messages
- ifconfig (check for errors)
- SELinux ("getenforce")
- Vmware tools, Vmware network card driver (vmxnet, vmxnet3)
- /var/log/maillog

## Call Recording troubleshooting

Logs:

Core |  | /opt/callrec/logs/core.log
Configuration Manager |  | /opt/callrec/logs/configmanager.log /opt/callrec/logs/configmanager.error.log
Genesys driver |  | /opt/callrec/logs/gad.log
JTAPI driver |  | /opt/callrec/logs/rts_jtapi.log
SIP driver |  | /opt/callrec/logs/rts_skinny_[x].log
SKINNY driver |  | /opt/callrec/logs/rts_skinny_[x].log
Avaya driver |  | /opt/callrec/logs/avaya.log
Recorders | SLR RS | /opt/callrec/logs/slr_1.log /opt/callrec/logs/slr_1_libs.log /opt/callrec/logs/slr_1_msgs.log /opt/callrec/logs/rs_ethX.log
Decoder |  | /opt/callrec/logs/ds.log /opt/callrec/logs/ds.error.log

Configuration:

- /etc/callrec/callrec.conf
- /etc/callrec/callrec.derived
- /etc/callrec/core.xml
- /etc/callrec/recorders.xml
- /etc/callrec/decoders.xml

## Screen Capture troubleshooting

Logs:

Core |  | /opt/callrec/logs/core.log
Screen Capture server |  | /opt/callrec/logs/screenrec.log
Screen Capture client |  | Usually C:\Windows\Temp (varies by version)

Configuration:

- /etc/callrec/screenrec.xml
- /opt/callrec/screenrec/properties/cz/zoom/callrec/srs/addresses.properties

## Live Monitoring troubleshooting

Logs:

Core |  | /opt/callrec/logs/core.log
Recorder | SLR RS | /opt/callrec/logs/slr_1.log /opt/callrec/logs/rs_ethX.log
LiveMonitor |  | Java console on the client machine

Configuration:

- /etc/callrec/extras.xml

- /etc/callrec/recorders.xml (RTP and proxy ports)

## Quality Manager troubleshooting

Logs:

Quality Manager |  | /opt/callrec/logs/scorecard_webui.log

Configuration:

- /etc/callrec/scorecard_business.xml

- System checks
- Call Recording troubleshooting
- Screen Capture troubleshooting
- Live Monitoring troubleshooting
- Quality Manager troubleshooting

Document generated by Confluence on May 06, 2014 17:11