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Can't see video thru eQuality

Can't see video thru eQuality

Can't see video thru eQuality

(OP)
When I get into eQuality Interactions Live Monitor and monitor a particular agent; I'm only able to listen to the voice conversation but I'm not able to see any screen captures. When I start the monitoring I get an error that says "eRecorder Error. expected content not received. Please contact your system administrator" ERR - 1263. Any help will be greatly appreciated. This is only happening to this particular agent. I have already uninstall and reinstalled.

RE: Can't see video thru eQuality

Is the video being recorded at all, or is it only during live monitoring that you cannot see the video?

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
 - Anatole France

RE: Can't see video thru eQuality

(OP)
Hi SF0751 thanks for your reply....

No the video is not being recorded at all only audio...

RE: Can't see video thru eQuality

Check to make sure that you have the correct Window's logon ID in the agent's profile.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
 - Anatole France

RE: Can't see video thru eQuality

(OP)
when you say agent's profile where would I do that in eQuality administration? or somewhere else...

RE: Can't see video thru eQuality

What version are you on?  We have a pretty old release and I don't want to give you incorrect information.....

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
 - Anatole France

RE: Can't see video thru eQuality

(OP)
is version 6.4.8

RE: Can't see video thru eQuality

Okay, we are on 6.5.6, so I don't think that the steps should be all that different.

Under Interactions - Admin; make sure the correct Windows logon ID is listed with your data connection in the Agent ID tab for the user's properties.

Also, in the System Administration section, make sure the PC name is correct in the Workspace.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
 - Anatole France

RE: Can't see video thru eQuality

(OP)
I checked all that and looks ok... he is still not reording video only audio....

RE: Can't see video thru eQuality

Move him to a different PC (one that you know is recording video) to test.....

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
 - Anatole France

RE: Can't see video thru eQuality

(OP)
when he uses a diferent computer it works fine.. we have already reinstalled witness agent on his computer...

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