ContactStore warning: Service observe dropped unexpectedly

[rcepul]

Hello,

we use Verint Quality Monitoring and ContactStore 7.8.1 for call recording, with AES5.2.2 & CM6.0.1.
When recording by QM rules, in ContactStore alarms and events we see Warnings: Port XXXXXX. Service observe dropped unexpectedly while in state 'Connected' and we checked - this warning means that there is no call record made.
We found out that it happens when these conditions are fulfilled:
If the same agent consecutively answers 3 calls which are all recorded calls, and if no ACW time is used between the calls(we use autoanswer so there is no delay between these calls), the same port is always used for service observer for these 3 calls and the 3rd call is not recorded.
If we ad 1s ACW after any call, it fixes everything and different ports are used for recording.
Does anyone can suggest any other way we can make CS choose another port for service observing?
We have tried to increase "Off Hook Delay" and "Start Monitor Delay" parameters on QM settings, but that did not help.

Thanks.
Rimvydas

[ksalkiti]

Hi Rimvy,

Service observe means there is a one to one mapping of ports and stations and there is no mechanism to change as it is by design.

Ensure we have the latest patch on 7.8 contact store and ensure we have the right button settings for all softphones(ports).

[rcepul]

Hi,
Could you please explain in more detail what do mean by "have the right button settings for all softphones(ports)."?