- I am using AMETHYST Supervisor (Version 1.6.4.8) and the AMTMitelCRE recording solution(Version 1.6.4.32), when I go to the 'View Agents' screen and click on a user name (blue link) I can go to the live listen screen and click on the play button but it does not activate the live listen:
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[2013-01-11 11:26:58] Version [1.6.4.8]Error in GetMonitorShot(:27004): Valid name, no data record (check DNS setup).
In my AMETHYST Supervisor log I get the following entry GetMonitorShot with port 27004:
I noticed that no IP is displayed on the playback screen(see screenshot).
Why does clicking on the play button not activate the live listen?
Overview:
- Please ensure you have the required in place for live listen - see forum post:
Live listen is not working
Solution:
- The message logged in the Supervisor log is to check for screenshots. If you do a live listen, It will do this check even if screenshots is not enabled. To have screenshots you need to have AMTClient installed on the individual agent PCs.
You will only have an IP address listed if AMTClient is installed.
For live listen you only need the requirements listed under the 'Overview' section.
Note that for live listen to start, the sounds must first be buffered from AMTMitelCRE to the Supervisor Media Player. This can take a couple of seconds before you start hearing the conversation. If the conversation is completed, then it cannot do the live listen(for example if you click on live listen near the end of the conversation, it takes a couple of seconds to buffer and then the conversation ended already).
If the play does not activate, please go to your Search Recordings screen and save a recording on your Supervisor PC. The use your Windows Media Player to play the recording. If Media Player has not been used on the PC, it will prompt you for certain setting. If you can play-back the recording from Supervisor under 'Search Recordings', then you can try the live listen again.
Also see: My Media Player is not showing on Supervisor playback screen