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uccx 8.5.1 desktop recording not working for some agents

phwang123
Level 1
Level 1

‎01-02-2014 02:01 PM - edited ‎03-14-2019 12:56 PM

Hi,

I have a AQM license and all agents are setup to record both voice and screen. But some agents screens are not recording, voice recording is working.

Its always the same agents that are have the issue with desktop screen recording. I am getting these errors from QM notifications below.

QM2004

Message:

Agent 01(Agent01) failed to record screen for a call on Screen Recording Failed due to Empty or Invalid Proxy Host Id.

Action: Contact technical support.
Date: January 02 2014 09:58 PM

Can anyone give some idea's where to start troubleshooting this issue?

Regards,

Paul

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Austin Messer
Level 1
Level 1

‎01-02-2014 02:22 PM

Paul,

this error relates to the Proxy Service not generating a uniquite Proxy Host ID for the user that is logged in.

One way to start is to restart the Desktop recording service and the Proxy Pro host service on the Agent PC.

and then proceed to make a test call. 

If the process again fails i'd recommend reinstalling the Desktop Recording Client Entirely and verify you have the latest SR/ES installed.

Please reach out to Cisco TAC for further support,

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