QM playback results in audio delivery but the screen capture does not play and error occurs "Due to an internal error you will not be able to playback. Notify the system administrator"
This may be occurring for 2 reasons:
1. Please check the client PC firewall setting and make sure port 4001 opened or disable firewall.
2. If these errors are found on a new install of the screen capture service is it likely occurring because specific registry keys were not added.
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- Port 4001 was blocked in client PC, it caused ACR cannot access the client PC with port 4001 for screen recording.
- In a similar issue it has been observed that the test desktop had issue with Virtual network card which prevented 4001 from being properly opened and also observed that the administration of the desktops with ACR or WFO was not complete.
- Screen Capture software not installed with administrative privileges.
- Screen Capture software corruption.
- Station was not added to the Workstation Group tab of the WFO Data Source configuration page.
Install latest Screen Capture client as an administrator account or right click and choose "Run as Administrator". Please note the option to "Run as Administrator" may not be available as it is restricted by group/local pc policy.
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Verint has established unique partnerships with next generation RegTech solution providers to empower financial services organizations to achieve proactive alignment between data capture and integrated surveillance and analytics.
Your recorded communications contain prices, quotes, trades, and customer interactions. You need to monitor and reconstruct this critical, yet unstructured information to meet regulations and improve oversight.
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Verint Financial Compliance will capture voice calls across multiple networks, endpoints, and platforms. These include PBX, IP desk and soft-phones, telepresence, contact center platforms, and video conference systems.
You can also record from dealerboards, hybrid turret phones, soft-turrets from IPC, BT, Cloud9 and Speakerbus, as well as voice calls and media streams routed via Session Border Controllers (SBC) and endpoints that support the SIP protocol.
traceSM is an interactive perl script that allows an administrator to capture, view, and save call processing activity on a Session Manager. While not as powerful or versatile as wireshark, traceSM is absolutely essential when it comes to working with Avaya SIP. First off, it allows you to view SIP messages even if they have been encrypted with TLS. You cannot do this with wireshark. Second, traceSM allows you to see Avaya specific data such as Personal Profile Manager (PPM) messages and Session Manager call flows.
By default, only one traceSM can be running on a Session Manager at any given time. To invoke multiple instances, it must be run with the -m option. However, Avaya advises against running multiple instance of traceSM in a production environment as it may cause performance problems.
Some SIP messages are so short that they can be completely viewed on the screen while others require you to arrow down to see everything. The three dots at the bottom center of a message window will tell you if there is more to be seen.
You can filter on everything from IP address to particular header values to specific SIP URIs or numbers. For example, to only see the packets to or from extension 1902, you would set the following filter:
Specific to Avaya is the AV-Global-Session-ID header. Filtering on this header allows you to do cradle-to-grave call tracing since the SIP Call-ID will change as a session moves through B2BUA entities, but AV-Global-Session-ID will not.
It is important to know that only the information currently shown on the traceSM screen is saved in the file. This makes it easy to identify a problem with a filter, save the messages to a file, and then email the file to a support resource for further analysis.
The F: T: U: and P: fields appear in the traceSM view on the single line corresponding to the INVITE message. Here the trace with the message detailed (you will want to copy paste in a text editor for better readability:
And traceSM can also be run from an Apple MAC. In both the Cygwin/MAC case, need to get the traceSM from the Session Manager server and copy it to your PC/MAC. The MAC support was added in traceSM v3.20 which is included in SM 6.3.18 and later.
Depending on what you are trying to solve, they are both useful. You can look use TraceSBC on the ingress and egress of SIP messages into the Avaya system and you can use TraceSM as those messages move around Aura. TraceSM is probably more useful, but that may not always be the case.
I have had a situation where a small change made in VMPro Client uploaded an older version of something stored on the comptuer which caused a small problem. Something like this could have happened to you as well if any changes were made in VMPro.
If your main menu has an entry prompt, and you are not hearing it, you may be routed to the wrong module or somehow have erased your wav file for the prompt. You should be able to go to the entry prompt tab, double click the wav file which will open it for recording/editing and hit play. If you hear it, you know your wav is good.
So now with all this information, we should get a better idea of exactly where the problem lies. If all the routes and shortcodes are correct, you know the problem is within the module itself. Luckily, your module is pretty simple. Worst case scenario you can build it from scratch and you should be fine. I would start by checking these things. If it is not the short code and routing, you can try to build from scratch and link the short code, module, and call route as I described, or you can try to simply replace the actions in the module one by one and re-record the prompts.
I checked through everything you mentioned in your third paragraph. Everything was correct except for the very last field which was the telephone number. This had an incorrect entry so I changed it to match the module name, saved, and made live the changes. Unfortunately after calling the sub-companies main line # again, the default Avaya message still plays instead of my greeting message.
Short codes work just like any other user number in the system. I mention this because it is very helpful when troubleshooting VM modules. Instead of dialing the main number everytime, you can just dial the short code to access the module directly. This way you can rule out all of the routing and come back to that at another time. In my example we made the shortcode *888, so I would simply dial *888 and you will see the name of the module as if you were calling a user. This will be easier to work on the entry prompt portion. If you dial *888 and hear the prompt, you know something is up in the routing.
Considering the service was working before and not now, I would imagine that the main VM settings are correct, but you may want to double check them. Those are in IPO Manager under system settings and under the voicemail tab. Your type should likely be Voicemail Lite/Pro and you should ensure that the IP address is correct. It sounds like you are reaching it since you are hearing avaya messages, but this could also come from the embedded voicemail in manager (but i have no experience with that to be able to say for sure one way or the other).
I would try dialing the short code for the module directly and seeing if you hear the real prompt. If you do not, I would rebuild the main menu or at least point it to a different wav file, save upload, then point it back to the correct wav and save and upload. You could also start a new module and short code for testing purposes if you do not wish to alter the one you have.
Also, you may want to try to double back and look at things you might have changed while trying to set up the VM>email. If you have an exchange server on site, I could offer you some help on that topic. I am not as sure with hosted mail like google etc, but with a physical email server it was pretty easy. Lastly, You might want to consider rebooting both servers again when time permits to see if that fixes any odd issues. 152ee80cbc
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