KM1003744
- Unable to see screen when performing live monitoring.
Audience
customer
Description
Users unable to see screens while performing live monitoring .They can hear Audio and can playback screens on the recorded calls for those Agents.
Applies To
Impact 360 15.x
Cause
Missing [Link] le in Playback folder on the supervisor workstation.
Solution
[Link](s) not able to Playback screens while trying to perform Live monitoring.
[Link] have feature enabled to Encrypt Screen Data in Transit in EM >> Security settings in WFO Application.
[Link](s) can replay the recorded calls for Agents and can hear Audio and Playback screens successfully.
[Link] the Playback log on User(s) workstation and found socket read failed as it was not able to Locate [Link] le on Supervisor workstation.
Playback Log
2019-03-07 [Link].556-06:00 Vrfb Source Filter Verbose [Link] 421 CSourceClientConnection::ProcessThread Connecting to Agent
2019-03-07 [Link].556-06:00 Vrfb Source Filter Informational [Link] 339 CWitnessRFBConnection::ConnectToAgent Called
2019-03-07 [Link].599-06:00 Vrfb Source Filter Informational [Link] 358 CWitnessRFBConnection::ConnectToAgent Connected to Agent
2019-03-07 [Link].599-06:00 Vrfb Source Filter Informational [Link] 443 CSourceClientConnection::ProcessThread Sending
CMD_SERVER_AUTHENTICATION
2019-03-07 [Link].599-06:00 Vrfb Source Filter Informational [Link] 543 Sending CMD_SERVER_AUTHENTICATION for SessionID = -1
2019-03-07 [Link].599-06:00 Vrfb Source Filter Informational [Link] 454 CSourceClientConnection::ProcessThread Sending
CMD_GET_FULLSCREEN
2019-03-07 [Link].721-06:00 Vrfb Source Filter Critical [Link] 776 CSourceClientConnection::ProcessPacket() - Socket read failed
(transport header) - [NOTE: Maybe data is encrypted? If yes - verify '[Link]' is present]a
2019-03-07 [Link].721-06:00 Vrfb Source Filter Informational [Link] 468 CSourceClientConnection::ProcessThread Calling Disconnect()
2019-03-07 [Link].721-06:00 Vrfb Source Filter Informational [Link] 370 CSourceClientConnection::Disconnect Called
2019-03-07 [Link].721-06:00 Vrfb Source Filter Verbose [Link] 473 CSourceClientConnection::ProcessThread End
2019-03-07 [Link].734-06:00 Browser Verbose [Link] 218 [Link] >> [Entry]:onRealTimeDurationChanged. Context with key
'impact360_InteractionContext' was found.
2019-03-07 [Link].734-06:00 Browser Verbose [Link] 218 [Link] >> [Entry]:onRealTimeDurationChanged. real time data was found.
Decoded value -
5. Connected to Agent workstation and copied the [Link] le placed under c:\Program Files(x86)\Witness Systems location to Supervisor PC
6. Re-named the le as [Link] on Superviosr PC.
7. Placed the [Link] le in the playback folder on the supervisor [Link] location: C:\Program Files\<Company>\Playback.
8. Now we can see screens while performing the live monitoring from Superviosr PC.
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