Symptom or Need

When attempting to play certain calls in the Data Monitor or Speech Analytics , the call timer remains static at 0:00 and no audio is heard. Additionally, the following exact error message is displayed in the Data Monitor or Speech Analytics interface: " Mediabox Fail: Libraries not found ".

Context / Environment

• This incident occurs in Wolkvox Manager, specifically affecting the operation of the Data Monitor and/or Speech Analytics modules.
• This occurs when the user attempts to audit or listen to telephone recordings, both inbound (incoming) and outbound (outgoing) calls.
• At the system level, although the platform's reporting recognizes and shows that the call had a real duration (X conversation time), the player integrated into the Wolkvox Manager environment fails to initialize the audio file.

Answer / Solution

Troubleshooting / Initial Validations

If you are a customer : To resolve or identify the source of this problem, we recommend performing these checks:

1. Server resource review: Validates the status and resources of the dedicated server through the following API: Dedicated Server Monitoring , verifying the number of concurrent calls, CPU/RAM consumption.
2. Switch applications: If the problem occurs while using Wolkvox in your web browser, try opening the tool from the desktop application. If it happens in the desktop version, try the web version.
3. Rule out network blocks: Try accessing the platform from a different computer and, if possible, connected to a different internet network. This will help us confirm that it's not a local block on your computer.
4. Safety download: Try downloading a sample of the affected recordings to verify that it plays correctly.

If the problem persists, escalate the case to the service desk, including the validations performed and the following information in your report:

1. Name of the affected operation.
2. Type of calls affected (inbound, outbound).
3. Percentage of affected.
4. Number of calls that present the error and list of the call IDs.
5. Screenshots or evidence showing that the call was recorded in the report or recordings, but cannot be played back.

If you are a Wolkvox support analyst: Before escalating the case, perform and document the following diagnostic steps:

1. Check for updates: Check if any updates were recently generated on the server of the affected operation.
2. Metrics review: Validates the server's status and resources, checking the number of concurrent calls, CPU/RAM consumption.
3. Cross-environment testing: If the client reports the failure in the web environment, request validation to see if the same occurs in the desktop environment. Perform this same troubleshooting in reverse if the initial failure is detected in the desktop version.
4. Check the network and equipment: Ask the customer to try to replicate the failure by accessing from a different computer and connected to a different internet network.
5. Scope Check (Servers): Replicates the incident in 2 other operations hosted on the same server, and in 1 operation hosted on a different server.
6. Local download: Download a sample of the recordings with the reported failure to verify if the audio plays back correctly locally.

Minimum information to be documented

If the validation steps do not resolve the issue, the following information should be collected and documented in the case:

1. Name of the affected operation and Operation Server.
2. Percentage of affected.
3. Type of calls affected (Inbound or Outbound).
4. Number of calls affected and their corresponding IDs.
5. Evidence that the call does contain information (Speech Analytics captures and reporting) and downloaded recordings.
6. It includes the Verbose record of the calls where the novelty is presented.
7. Server resource status.

Escalation for the service desk analyst

If the problem persists after exhausting Troubleshooting and all information and Verbose data have been collected, it should be escalated to Level 2 (Core Team).