Avaya Contact Center User Manual
Reporting for Contact Center Troubleshooting
and Maintenance Guide
BCM
Contact Center
Document Number: NN40040-400
Document Status: Standard
Document Version: 02.01
Date: September 2009
Copyright © 2008-2009 Nortel Networks. All Rights Reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data,
and recommendations in this document are believed to be accurate and reliable, but are presented without express or
implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nort el Net w or ks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
Java is a trademark of Sun Microsystems Incorporated.
All other trademarks and registered trademarks are the property of their respective owners.
Table of Contents
List of Figures.............................................................................................................6
List of Tables...............................................................................................................8
How to Use this Guide................................................................................................9
Introduction ..........................................................................................................................................9
How this Guide is organized................................................................................................................9
Introduction...............................................................................................................11
About this Guide ............................................................................................................................... 11
How to get Help................................................................................................................................. 11
Getting Help from the Nortel Web site......................................................................................... 11
Getting Help over the phone from a Nortel Solutions Center...................................................... 12
Getting Help through a Nortel distributor or reseller.................................................................... 12
Flow Charts ...............................................................................................................13
Introduction ....................................................................................................................................... 13
Key to the flow charts................................................................................................................... 13
Diamonds............................................................................................................................... 13
Rectangles............................................................................................................................. 14
Ovals...................................................................................................................................... 14
Installing Reporting for Contact Center............................................................................................. 16
Contact Center Connection............................................................................................................... 18
Historical Reports.............................................................................................................................. 20
Real Time Screens ........................................................................................................................... 21
Software Wallboard........................................................................................................................... 24
Hardware Wallboard......................................................................................................................... 26
Print Schedules................................................................................................................................. 28
Raising a Case: Information Gathering...................................................................31
Requirements prior to raising a case................................................................................................ 31
Minimum requirements for a case..................................................................................................... 31
Case check list.................................................................................................................................. 32
Web Host PC Troubleshooting................................................................................
Microsoft SQL Server 2005............................................................................................................... 38
Overview and installation............................................................................................................. 38
Version compatibility.................................................................................................................... 38
Database Installer Utility.............................................................................................................. 38
Uninstalling and re-installing........................................................................................................ 40
Backup and Restore the RCC Database..................................................................................... 41
37
Reporting for Contact Center Troubleshooting and Maintenance Guide
4 Table of Contents
Backup....................................................................................................................................42
Restore...................................................................................................................................44
Database Corruption.....................................................................................................................47
Internet Information Services.............................................................................................................48
IIS overview and installation.........................................................................................................48
Recreating Virtual Directories.......................................................................................................48
Virtual folders not created in Internet Information Services...................................................48
Enabling buffering in IIS................................................................................................................48
Restarting the IIS Service.............................................................................................................53
Java Runtime Environment................................................................................................................54
Java overview and installation......................................................................................................54
Java version compatibility.............................................................................................................54
Real Time screens are not displayed correctly......................................................................54
Java Cache...................................................................................................................................58
Real Time screens are displayed but no data is seen (clearing the Java Cache).................58
Firewalls.............................................................................................................................................60
Ports and .exe files used by Reporting for Contact Center..........................................................60
Port Numbers used by Reporting for Contact Center............................................................60
.exe files used by Reporting for Contact Center ....................................................................60
Common Firewall Configuration ...................................................................................................61
Uninstalling other firewalls......................................................................................................61
Windows Firewall ...................................................................................................................61
Norton Internet Security and Personal Firewall......................................................................61
Zone Alarm and Sophos.........................................................................................................62
Anti Virus............................................................................................................................................63
Anti-Virus Software Slowing Down the File System.....................................................................63
Blank dialog boxes........................................................................................................................63
McAfee 8.0i Anti-Virus software.............................................................................................63
Proxy Server......................................................................................................................................65
Proxy settings ...............................................................................................................................65
Disabling Proxy server..................................................................................................................65
URL not allowed to be proxied error message.............................................................................67
Disabling the proxy server on a Client PC .............................................................................68
Allowing exceptions on the proxy server................................................................................68
Historical Reports ..............................................................................................................................72
Error on page in Report Viewer....................................................................................................72
Server Error in /rccx in Report Viewer..........................................................................................72
Not authorized to view page in Report Viewer .............................................................................81
Session time-out in Report Viewer...............................................................................................84
Reporting Services Restore Utility................................................................................................85
Real Time screens.............................................................................................................................87
Connection Status not green........................................................................................................87
Connection Status is red with error message...............................................................................87
Error messages in Real Time screens...................................................................................87
Slow updates on Real Time screen..............................................................................................93
Web Host PC Requires a Host File entry...............................................................................93
Real Time screens are not displayed...........................................................................................94
Ad Blocking in Norton Internet Security .................................................................................94
Wallboards.........................................................................................................................................96
ipView SoftBoard and Wallboard Summaries...............................................................................96
IP Address of the Hardware Wallboard........................................................................................96
Pause in parameter count on the Hardware Wallboard ...............................................................96
Further problems with the ipView SoftBoard or Hardboard...............................................................97
Printing report ....................................................................................................................................98
Reports are not printing................................................................................................................98
Check the printer....................................................................................................................98
NN40040-400
Table of Contents 5
Check the print schedule....................................................................................................... 98
Print Caller Service (PCS) ........................................................................................................... 98
Miscellaneous ................................................................................................................................... 99
Contact Center Connection page item......................................................................................... 99
Error messages............................................................................................................................ 99
Error in Download Contact Center data window ................................................................... 99
Client PC Troubleshooting.....................................................................................107
Tips for Internet Explorer ................................................................................................................ 107
Internet Explorer cache..............................................................................................................107
Deleting temporary Internet files ......................................................................................... 107
Launching Reporting for Contact Center from a shortcut.......................................................... 108
Internet Explorer security settings ............................................................................................. 109
Allowing pop-ups........................................................................................................................ 111
Page cannot be displayed message.......................................................................................... 114
Error on Closing Group of Internet Explorer Windows .............................................................. 116
Historical Reports............................................................................................................................ 119
Not authorized to view page in Report Viewer........................................................................... 119
Unable to print reports ............................................................................................................... 119
Real Time Viewer............................................................................................................................ 123
Real Time screens and Java Runtime Environment on Client PCs .......................................... 123
Manual installation of Java Runtime Environment..................................................................... 124
Alternative method to a manual installation of Java Runtime Environment .............................. 129
BCM and CCRS Troubleshooting..........................................................................131
Pinging the BCM / Contact Center.................................................................................................. 131
Resolving pinging failure on your network................................................................................. 131
Checking XML from the Contact Center......................................................................................... 132
CCRS Test Page ............................................................................................................................ 132
Contact Center errors ................................................................................................................ 135
Invalid XML ................................................................................................................................ 136
Incompatible XML...................................................................................................................... 138
Voicemail patch and RCC ................................................................................................... 140
Upgrade and Patch procedure for the BCM and Reporting for Contact Center............................. 140
Voicemail Patch procedure........................................................................................................ 140
Glossary ..................................................................................................................141
References ..............................................................................................................148
Index ........................................................................................................................149
Reporting for Contact Center Troubleshooting and Maintenance Guide
6 List of Figures
List of Figures
Figure 1: Password Policies in Local Security Settings...............................................................................................39
Figure 2: Password must meet complexity requirements Properties window .............................................................40
Figure 3: SQL Server Management Studio login dialog box.......................................................................................41
Figure 4: Navigation tree view of databases................................................................................................................ 42
Figure 5: Back Up Database control dialog box..........................................................................................................43
Figure 6: SQL Server Configuration Manager stopping services dialog box..............................................................44
Figure 7: Restore Database control dialog box............................................................................................................45
Figure 8: Point in time restore dialog box...................................................................................................................46
Figure 9: Internet Information Services window.........................................................................................................49
Figure 10: rcc Properties window in IIS......................................................................................................................50
Figure 11: Application Configuration Options window..............................................................................................51
Figure 12: Page cannot be found error message..........................................................................................................55
Figure 13: Internet Properties Dialog Box...................................................................................................................56
Figure 14: Advanced window for JRE 1.6.0 for <applet> selection............................................................................57
Figure 15: Clearing the Java Cache (Control Panel)....................................................................................................58
Figure 16: Clearing the Java Cache (Java Control Panel)...........................................................................................59
Figure 17: Clearing the Java Cache (Prompt)..............................................................................................................59
Figure 18: Selecting LAN Settings from Connections window...................................................................................66
Figure 19: Disabling proxy server in LAN Settings....................................................................................................67
Figure 20: Proxy server denying access to RCC .........................................................................................................68
Figure 21: Selecting LAN Settings from Connections window...................................................................................69
Figure 22: Proxy server enabled in the LAN Settings window ...................................................................................70
Figure 23: Allowing an IP Address exception in Proxy Settings.................................................................................70
Figure 24: Server Error in ‘/rccx’ Application error....................................................................................................73
Figure 25: Report Server Installation Instance Selection dialog box...........................................................................74
Figure 26: Report Server Status page..........................................................................................................................75
Figure 27: Database Connection page.........................................................................................................................76
Figure 28: SQL Server Connection Dialog box...........................................................................................................77
Figure 29: Database Connection page with report server DB connection complete....................................................78
Figure 30: Command Prompt window displaying any SQL Server on the Web Host PC...........................................80
Figure 31: Authentication to Web Host PC dialog box...............................................................................................81
Figure 32: ReportServer$RCCSQLEXPR directory node in IIS window...................................................................82
Figure 33: Directory Security page..............................................................................................................................83
Figure 34: Anonymous access selection......................................................................................................................84
Figure 35: Reporting Services Restore Utility dialog box...........................................................................................85
Figure 36: Reporting Services restored successfully dialog box.................................................................................86
Figure 37: Example Host File......................................................................................................................................94
Figure 38: Ad Blocking option in Norton Internet Security........................................................................................ 94
Figure 39: Ad Blocking Window in Norton Internet Security.....................................................................................95
Figure 40: Indexing Service Properties General window............................................................................................97
Figure 41: Internet Properties Dialog Box.................................................................................................................107
Figure 42: Delete Files Dialog...................................................................................................................................108
Figure 43: Internet Properties Advanced window Settings .......................................................................................109
Figure 44: Internet Options Security window............................................................................................................110
Figure 45: Security Settings window.........................................................................................................................111
Figure 46: Pop-up Blocker Settings dialog box.........................................................................................................112
Figure 47: Pop-up options from information bar.......................................................................................................113
Figure 48: Allow Web site pop-up confirmation box................................................................................................114
Figure 49: Internet Properties Dialog Box.................................................................................................................115
Figure 50: Advanced window in Internet Properties.................................................................................................116
Figure 51: Taskbar Properties Dialog Box................................................................................................................117
Figure 52: Selecting Close Group option from Internet Explorer Programs taskbar button......................................117
NN40040-400
List of Figures 7
Figure 53: Internet Explorer Close Group Error........................................................................................................118
Figure 54: Authentication to Web Host PC dialog box.............................................................................................119
Figure 55: Print warning message .............................................................................................................................120
Figure 56: MS SQL Server add-on in Information bar..............................................................................................121
Figure 57: MS SQL Server installation window........................................................................................................122
Figure 58: JRE installation message..........................................................................................................................124
Figure 59: Internet Explorer Security Warning window ...........................................................................................125
Figure 60: ActiveX control message in Information Bar...........................................................................................126
Figure 61: JRE License Agreement and setup type window.....................................................................................127
Figure 62: JRE Complete window.............................................................................................................................128
Figure 63: JRE applet logo on Real Time page.........................................................................................................129
Figure 64: Successful ping response to Web Host PC...............................................................................................131
Figure 65: CCRS Test page.......................................................................................................................................133
Figure 66: XML data from the BCM.........................................................................................................................134
Figure 67: InvalidPassword XML error in CCRS Test page.....................................................................................135
Figure 68: Invalid XML data error message..............................................................................................................137
Figure 69: ERROR! Invalid Data Detected page.......................................................................................................138
Figure 70: Incompatible schema version between RCC and XML error message....................................................139
Reporting for Contact Center Troubleshooting and Maintenance Guide
8 List of Tables
List of Tables
Table 1: Issues causing the error messages seen in the Real Time screens.................................................................88
Table 2: Issues causing the error messages in the Download Contact Center data window......................................100
Table 3: A sample of acceptable date and times for requesting historical XML data...............................................134
NN40040-400
9
How to Use this Guide
1
Introduction
This guide is designed to allow a Nortel Customer, a Nortel Partner, a Network Administrator, or
Support Personnel to maintain and troubleshoot Nortel Reporting for Contact Center.
How this Guide is organized
The Reporting for Contact Center Troubleshooting and Maintenance Guide is organized into the
following chapters:
How to Use this Guide Provides a brief overview identifying the organization of
this guide.
Introduction Provides an overview of the Reporting for Contact Center
Troubleshooting and Maintenance Guide. Information is
also included on getting help from Nortel.
Flow Charts Flow charts to aid the user in troubleshooting a problem
encountered in Reporting for Contact Center.
Raising a Case: Information Details the information from Reporting for Contact Center
Gathering and the Contact Center to gather for Nortel Technical
Support when troubleshooting a problem.
Web Host PC Troubleshooting Typical problems and solutions for troubleshooting a Web
Host PC, for example, backing up and restoring the SQL
Server 2005 database, using anti-virus software, and so on.
Client PC Troubleshooting Typical problems and solutions for troubleshooting a
Client PC.
BCM and CCRS Typical problems and solutions for troubleshooting the
Troubleshooting Business Communications Manager (BCM) and Contact
Center Reporting Server (CCRS).
Glossary Glossary of terms used in this guide.
References Lists documents referenced in this guide.
Index Provides a cross-reference of topics in this guide.
Reporting for Contact Center Troubleshooting and Maintenance Guide
10 How to Use this Guide
NN40040-400
11
Introduction
The Reporting for Contact Center Troubleshooting and Maintenance Guide is to be used by
Nortel customers and partners to troubleshoot any problems encountered in the Nortel Reporting
for Contact Center client application reporting tool that is a component of the Contact Center.
2
About this Guide
Where a symptom indicates a problem with Reporting for Contact Center this guide, which is
divided into appropriately named chapters, enables the user to quickly refer to a particular
section. For instance, if the user sees an issue on the Web Host PC, the reader can go directly to
the
Web Host PC Troubleshooting chapter, and look up the relevant topic to troubleshoot.
Alternatively, the user can troubleshoot a problem encountered in Reporting for Contact Center
by using flow charts. These are provided in the Flow Charts chapter, beginning on page 13. The
flow charts cover several areas of Reporting for Contact Center from the installation and
connection of Reporting for Contact Center to print schedules for reports.
If a problem can not be resolved in this guide, the user is advised to consult Nortel Technical
Support – this will be referred to as Nortel Support in the rest of this docum ent. The following
section, How to get Help, provides information on how to get help from Nortel for either
Reporting for Contact Center issues, or issues with the Contact Center.
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best source of support for Nortel products is the Nortel Support Web site:
http://www.nortel.com/support
This site enables customers to:
• Download software and related tools
• Download technical documents, release notes, and product bulletins
• Sign up for automatic notification of new software and documentation
• Search the Support Web site and Nortel Knowledge Base
• Open and manage technical support cases
Reporting for Contact Center Troubleshooting and Maintenance Guide
Introduction
12
Getting Help over the phone from a Nortel Solutions Center
If you have a Nortel support contract and cannot find the information you require on the Nortel
Support Web site, you can get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site and look up the phone number that applies
to your region:
http://www.nortel.com/callus
When you speak to the phone agent, you can reference an Express Routing Code (ERC) to route
your call more quickly to the appropriate support specialist. To locate the ERC for your product
or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, you can contact the technical support staff for that distributor or reseller.
NN40040-400
13
Flow Charts
3
Introduction
The flow charts enable the user to troubleshoot problems encountered in Reporting for Contact
Center. There are seven flow charts covering areas from installation of Reporting for Contact
Center to print schedules of reports. The user is advised to go to the relevant flow chart in the
area of Reporting for Contact Center where a problem has arisen. The flow charts are as follows:
1. Installing Reporting for Contact Center
2. Contact Center Connection
3. Historical Reports
4. Real Time Screens
5. Software Wallboard
6. Hardware Wallboard
7. Print Schedules
Questions raised and action items to be performed in a flow chart are explained in additional help
provided directly after the flow chart. A key to the flow charts is provided, see the following
section Key to the flow charts, which explains what the different shapes and colors represent, as
well as what some of the content mean.
Key to the flow charts
Diamonds
These shapes are questions; they have either a Yes or No answer. Depending on the answer you
will be redirected to an additional step:
No is represented with a red arrow
Yes is represented with a blue arrow
The yellow background indicates that there is more help available in this document for that
question; this will be displayed directly below the relevant flow chart, as in the following:
Reporting for Contact Center Troubleshooting and Maintenance Guide
14 Flow Charts
Q) Is IIS Installed?
[Answer will be displayed here]
Rectangles
These shapes are action items. You must perform the action detailed in this step. Black arrows
direct you to the next step to take from here.
The yellow background indicates that there is more help available in this document for that
action item; this will be displayed directly below the relevant flow chart, as follows:
From Add Remove Windows Components Install IIS
[Answer will be displayed here]
Rectangular action items with a green background indicate an important step in the flow chart. A
rectangular action item with a blue background indicates that part of the flow chart is continued
on another flow chart as specified in the step.
Ovals
These oval shapes are either the start point of a flow chart which will also be colored green, or a
terminating action in the flow chart. Terminating actions require you to consult further with
Nortel regarding the current problem. For more information on getting help, see How to get Help
(page 11).
The terminating actions display either Consult Nortel (RCC) or, Consult Nortel (CC),
indicating whether the Reporting for Contact Center (RCC) component or the Contact Center
(CC) requires the initial focus of consultation with Nortel Support.
If you suspect a problem with RCC, collect the RCC logs. If you suspect a problem with the
BCM, collect the BCM logs. If you are unsure whether the problem originates on the BCM or
the RCC, collect logs from both.
Note: Various diagnostic logs are always running when Nortel Reporting for Contact
Center is operational. The Logging Menu allows you to Archive the current log files
and download any previously archived log files.
NN40040-400
Flow Charts 15
To Archive the current log files click the Archive Logs button. This will create a
single .zip archive file of the current log files. A new entry will appear in the list of
archived files table, following the Log files location on the Logging Menu page.
Recently created log file archives are indicated by a yellow star. To stamp the Real
Time log click the Stamp Real Time Log button. This will stamp the Real Time log
constantly for 15 seconds. As the Real Time log can be quite large this option is useful
for tracking down a problem to a specific time. Clicking the Stamp Real Time Log
button will disable the button for 15 seconds. Stamping cannot be initiated again in
this time until 15 seconds have passed. After this time has elapsed the button will be
enabled. To download a log file archive click the Download Logs button next to the
desired archive and save it to a location on your computer.
Note: The maximum number of archives you can create is 5. When a 6
th
archive is
created it will automatically delete the oldest archive. The file naming convention
includes (in the same order) the year, month, day, hour, minute and second that the
archive was created, this can be used to determine how old the log file archive is. To
view the contents of the archive you will need to have either WinZip, WinRAR or any
other compatible zip file viewer installed. The default compressed folder viewer that
comes with Windows XP and above will not work with these archives.
For the ipView SoftBoard, logging is activated by echoing to the loop back IP address
of 127.0.0.1. The log file is stored in the installation folder of the SoftBoard.
To retrieve logs of a hardware wallboard, set up an ipView SoftBoard to echo to the
hardware wallboard. Again, echo the SoftBoard to the loop back IP Address
(127.0.0.1) to activate logging of the hardware wallboard. The wallboard log file can
be retrieved from the installation folder of the SoftBoard.
Reporting for Contact Center Troubleshooting and Maintenance Guide
16 Flow Charts
Installing Reporting for Contact Center
NN40040-400
Flow Charts 17
Is IIS Installed?
To check whether IIS is installed, see Reporting for Contact Center Setup and Operations
Guide (NN40040-304).
From Add/Remove Windows Components install IIS
For instructions on installing IIS, see Reporting for Contact Center Setup and Operations
Guide (NN40040-304).
Remove RCC, Microsoft SQL Server 2005 and Java Runtime Environment 6 from Add/Remov e Programs and try again
If the Reporting for Contact Center installation did not complete 100%, Reporting for
Contact Center should be removed from the Web Host PC, then Microsoft SQL Server
2005 and finally Java Runtime Environment 6, as follows:
a. Click on Start > Control Panel > Add/Remove Programs.
b. Select Reporting for Contact Center and click the Change/Remove button to start
the un-installation of Reporting for Contact Center.
c. Follow the on-screen instructions in InstallShield Wizard to remove the program.
d. Repeat steps b and c for Microsoft SQL Server 2005 and Java SE Runtime
Environment 6.
Install Reporting for Contact Center again.
Q) Do you see “Page cannot be displayed” rather than an error message?
If Yes, go to step Turn off Friendly HTTP Error Messages as follows, or return to the
Installing Reporting for Contact Center flow chart.
Turn off Friendly HTTP Error Messages
To see HTTP 500 error messages, Friendly HTTP Error Messages must be disabled in
Internet Explorer. See
Page cannot be displayed message on page 114.
Reporting for Contact Center Troubleshooting and Maintenance Guide
18 Flow Charts
Contact Center Connection
Click the Contact Center Connection page link
See Contact Center Connection page item on page 99.
Resolve the issue as per the error message
Note: For more detailed instructions on troubleshooting the following error messages, see
Error in Download Contact Center data window (page 99).
a) InvalidRequest - The request from the client application is not valid, restart the RCC
Launcher.
b) VMServiceNotRunning - The Voicemail service is not running on the Contact
Center. Restart the Voicemail service on the Contact Center through Element
Manager.
NN40040-400
c) InvalidPassword - The password used by the client application is not valid. Enter the
correct password, use the CCRS test page to check if you are not sure.
d) NoKeyCode - The keycode used to turn on the CCRS data stream is not present.
Enter the correct keycode.
e) NoCCData – No data is present in the CCRSAppServer database. Configure at least
one skillset in CallPilot Manager.
f) NoCCKeyCode - The keycode used to enable the Contact Center application is not
present. Enter the correct keycode.
g) CCRSDisabled - The CCRS data stream is disabled. Enable the CCRSAppServer in
Element Manager.
h) ServerBusy - The server is too busy to handle the request (too many simultaneous
users). Check that other Reporting for Contact Center clients are not communicating
with the same Contact Center, restart the RCC Launcher.
i) CannotConnectToCC - The CCRS cannot contact the Contact Center.
j) CannotConnectToDB – The CCRS could not connect to the Contact Center
database.
k) CCRefusedConnection - Indicates that the Contact Center refused to register the
AppServer.
l) UnknownServerError – If none of the above, contact Nortel Support.
Q) Can you connect to the CC using the CCRStest page?
For instructions on connecting to the Contact Center using the CCRS Test page, see
CCRS Test Page (page 138).
Flow Charts 19
Q) Can you ping the CC?
Note: Ensure that any active firewall is not blocking ping requests.
From the Web Host PC, at the command line type ping xx.xx.xx.xx, where xx.xx.xx.xx is
the IP Address of LAN1 or LAN2 of the BCM.
For further information on pinging to the Contact Center, see Pinging the on page 131.
Resolve the Ping failure within your network
To resolve the Ping failure, see Resolving pinging failure on your network on page 131.
Reporting for Contact Center Troubleshooting and Maintenance Guide
20 Flow Charts
Historical Reports
Q) Do you see “Page cannot be displayed” rather than an error message?
To see HTTP 500 error messages by disabling friendly HTTP error messages in Internet
Explorer see Page cannot be displayed message on page 114.
Turn off Friendly HTTP Error Messages
To see HTTP 500 error messages, Friendly HTTP Error Messages must be disabled in
Internet Explorer. See Page cannot be displayed message on page 114.
Q) Were your questions answered by consulting the Reports Explained guide?
Detailed information on the Reports within Reporting for Contact Center can be found in
the Reporting for Contact Center - Reports Explained (NN40040-601) guide (installed
along with this guide on the Web Host PC). This guide details how to use the report
viewer, the terms used within Reporting for Contact Center reports, what statistics and
formulas are used to calculate each field in the reports (where applicable) and frequently
asked questions.
NN40040-400
Real Time Screens
Flow Charts 21
Reporting for Contact Center Troubleshooting and Maintenance Guide
22 Flow Charts
Q) Do you see “Page cannot be displayed” rather than an error message?
To see HTTP 500 error messages by disabling friendly HTTP error messages in Internet
Explorer, see Page cannot be displayed message (page 114).
Turn off Friendly HTTP Error Messages
To view HTTP 500 error messages, Friendly HTTP Error Messages must be disabled in
Internet Explorer. See Page cannot be displayed message (page 114).
Install the Java Runtime manually
For information about manually installing Java Runtime Environment, see Real Time
screens are not displayed correctly (page 54).
Q) Is there a correct response from the CC using the CCRStest page?
See CCRS Test Page (page 132).
Q) Do you see a red status icon with an error message next to it?
Should an error message be returned from the Contact Center it will be displayed directly
below the Connection Status indicator with a red status icon next to it.
Resolve the issue as per the error message
Note: For more detailed instructions on troubleshooting the following error messages, see
Error messages in Real Time screens (page 87).
a. Invalid Request - The request from the client application is not valid, restart the
RCC Launcher.
b. Voicemail Service Not Running - The Voicemail service is not running on the
Contact Center. Restart the Voicemail service on the Contact Center through
Element Manager.
c. Invalid Password - The password used by the client application is not valid. Enter
the correct password, use the CCRS test page to check if you are not sure.
d. No Key Code - The keycode used to turn on the CCRS data stream is not present.
Enter the correct keycode.
e. No CC Data – No data is present in the CCRSAppServer database. Configure at
least one skillset in CallPilot Manager.
f. No Contact Center Key Code - The keycode used to enable the Contact Center
application is not present. Enter the correct keycode.
g. CCRS Disabled - The CCRS data stream is disabled. Enable the CCRSAppServer
in Element Manager.
NN40040-400
h. Server Busy - The server is too busy to handle the request (too many simultaneous
users). Check that other Reporting for Contact Center clients are not
communicating with the same Contact Center, restart the RCC Launcher.
i. CDN Conflict – There is a Control Directory Number (CDN) conflict in the Skillset
and CDN identified in the error message, this must be resolved in the CallPilot
Manager interface.
j. Unknown Server Error – If none of the above, consult Nortel Support.
Increase your Wallboard and Real Time refresh rate to 3 seconds
a. Launch and log on to Reporting for Contact Center as an Administrator.
b. Click on the Contact Center Connection link.
c. Select 3 Seconds from the Wallboard and Real Time Refresh Interval.
d. Click Submit.
Flow Charts 23
Reporting for Contact Center Troubleshooting and Maintenance Guide
24 Flow Charts
Software Wallboard
NN40040-400
Flow Charts 25
Uninstall and re-install the ipView SoftBoard
See ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Reconfigure the Wallboard, with the correct IP Address and port.
See ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Were your questions answered by consulting the ipView SUOG?
For more information about the ipView SoftBoard, see ipView Software Wallboard Setup
and Operation Guide (NN40010-500).
Close the SoftBoard and reconfigure the firewall to allow the same port as configured in RCC.
For more information about Reporting for Contact Center port numbers and executable
files, see Ports and .exe files used by Reporting for Contact Center (page 60).
Reporting for Contact Center Troubleshooting and Maintenance Guide
26 Flow Charts
Hardware Wallboard
NN40040-400
Is MS Indexing Service running?
On the Web Host PC, or the PC that the hardware wallboard is directly connected to,
check by one of the following options:
Option 1
1. Open the Windows Task Manager by pressing Ctrl+Alt+Delete.
2. Click Task Manager.
3. Click the Processes tab.
4. Search for the process cidaemon.exe. If this is running, MS Indexing Service will be
running on the PC.
Option 2
1. From the Start menu, click on Settings > Control Panel > Administrative Tools >
Services.
2. Locate the service Indexing Service.
3. If the Status is set to Started, MS Indexing Service will be running on the PC.
Stop the MS Indexing Service and set to Manual
See Pause in parameter count on the Hardware Wallboard (page 96).
Reconfigure the Wallboard, with the correct IP Address and port
See ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Were your questions answered by consulting the RCC SUOG?
For more information about the configuration and the statistics displayed on the hardware
wallboard, see Reporting for Contact Center Setup and Operations Guide (NN40040-
304) (installed along with this guide on the Web Host PC).
Obtain the correct IP Address of the Hardware Wallboard
For instructions on obtaining the IP Address of the hardware wallboard, see IP Address
of the Hardware Wallboard (page
96).
Flow Charts 27
Reporting for Contact Center Troubleshooting and Maintenance Guide
28 Flow Charts
Print Schedules
NN40040-400
Check that printCaller.exe is not being blocked by your firewall
See .exe files used by Reporting for Contact Center (page 60).
Q) Were your questions answered by consulting the Reports Explained guide?
For more information about the Reports within Reporting for Contact Center, see
Reporting for Contact Center – Reports Explained (NN40040-601) (installed along with
this guide on the Web Host PC). This guide details how to use the report viewer, the
terms used within Reporting for Contact Center reports, what statistics and formulas are
used to calculate each field in the reports (where applicable) and frequently asked
questions.
Check that the report was configured to print on the correct day
See Check the print schedule (page 98).
Can you print a standard document using the same printer?
Flow Charts 29
See Check the printer (page 98).
Q) Is Print Caller Service (PCS) running?
See Print Caller Service (PCS) (page 98).
Launch Print Caller Service (PCS)
See Print Caller Service (PCS) (page 98).
Reporting for Contact Center Troubleshooting and Maintenance Guide
30 Flow Charts
NN40040-400
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