Avaya Reporting for Contact Center Troubleshooting and Maintenance Guide
Reporting for Contact Center Troubleshooting and
Maintenance Guide
BCM
Contact Center
Document Number: NN40020-402
Document Status: Standard
Document Version: 02.01
Date: September 2006
Copyright © 2006 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............................................................................................................... 19
Historical Reports.............................................................................................................................. 21
Real Time Screens ........................................................................................................................... 23
Software Wallboard........................................................................................................................... 26
Hardware Wallboard......................................................................................................................... 28
Print Schedules................................................................................................................................. 30
Raising a Case: Information Gathering...................................................................33
Web Host PC Troubleshooting................................................................................
MySQL.............................................................................................................................................. 38
MySQL overview and installation................................................................................................. 38
MySQL version compatibility........................................................................................................ 38
Uninstalling and re-installing MySQL........................................................................................... 38
The mysqldump utility.................................................................................................................. 39
Backing up the MySQL database................................................................................................ 39
Defaulting (replacing) the MySQL database................................................................................ 40
Database Corruption.................................................................................................................... 41
Errors on Generating Reports ............................................................................................... 41
37
Reporting for Contact Center Troubleshooting and Maintenance Guide
4 Table of Contents
Internet Information Services.............................................................................................................45
IIS overview and installation.........................................................................................................45
IIS version compatibility................................................................................................................45
Recreating Virtual Directories.......................................................................................................45
Virtual folders not created in Internet Information Services...................................................45
Restarting the IIS Service.............................................................................................................46
Java Runtime Environment................................................................................................................48
Java overview and installation......................................................................................................48
Java version compatibility.............................................................................................................48
Real Time screens are not displayed correctly......................................................................48
Java Cache...................................................................................................................................51
Real Time screens are displayed but no data is seen (clearing the Java Cache).................51
Firewalls.............................................................................................................................................53
Ports and .exe files used by Reporting for Contact Center..........................................................53
Port Numbers used by Reporting for Contact Center............................................................53
.exe files used by Reporting for Contact Center ....................................................................53
Common Firewall Configuration ...................................................................................................54
Uninstalling other firewalls......................................................................................................54
Windows Firewall ...................................................................................................................54
Norton Internet Security and Personal Firewall......................................................................56
Zone Alarm and Sophos.........................................................................................................57
Anti Virus............................................................................................................................................58
Anti-Virus Software Slowing Down the File System.....................................................................58
Cannot Access the Login Page ....................................................................................................59
Turning off script blocking in Norton Anti-Virus 2001.............................................................59
Turning off script blocking in Norton Anti-Virus 2002 or 2003................................................59
Blank dialog boxes........................................................................................................................60
McAfee 8.0i Anti-Virus software.............................................................................................60
Proxy Server......................................................................................................................................61
Proxy settings for BCM 4.0...........................................................................................................61
Proxy settings for BCM50 2.0.......................................................................................................61
Disabling Proxy server..................................................................................................................61
URL not allowed to be proxied error message.............................................................................63
Disabling the proxy server on a Client PC .............................................................................64
Allowing exceptions on the proxy server................................................................................64
Historical Reports ..............................................................................................................................68
Error on page in Report Viewer....................................................................................................68
Other error messages...................................................................................................................68
Real Time screens.............................................................................................................................69
Connection Status not green........................................................................................................69
Restarting RCC Launcher Service.........................................................................................69
Restarting MySQL Service.....................................................................................................69
Connection Status is red with error message...............................................................................70
Error messages in Real Time screens...................................................................................70
Slow Updates on Real Time Screen.............................................................................................75
Web Host PC Requires a Host File entry...............................................................................75
Real Time screens are not displayed...........................................................................................76
Ad Blocking in Norton Internet Security .................................................................................76
Wallboards.........................................................................................................................................78
ipView SoftBoard and Wallboard Summaries...............................................................................78
IP Address of the Hardware Wallboard........................................................................................78
Pause in parameter count on the Hardware Wallboard ...............................................................78
Further problems with the ipView SoftBoard or Hardboard...............................................................79
Printing reports ..................................................................................................................................80
Accessing networked printers from the Web Host PC .................................................................80
Print Schedules require Windows logon.......................................................................................80
NN40020-402
Table of Contents 5
Reports are not printing ............................................................................................................... 85
Check the printer................................................................................................................... 85
Check the print schedule....................................................................................................... 85
PrintCaller application.................................................................................................................. 85
Launching PrintCaller............................................................................................................ 85
Miscellaneous ................................................................................................................................... 86
Contact Center Connection page item......................................................................................... 86
Page cannot be displayed message............................................................................................ 86
Error messages............................................................................................................................ 88
Error message refers to MySQL............................................................................................ 88
Error message mentions Access denied............................................................................... 89
Error in Download Contact Center data window ................................................................... 89
Client PC Troubleshooting.......................................................................................97
Real Time Viewer......................................................................................................................... 97
Real Time Screens and Java Runtime Environment on Client PCs ..................................... 97
Report Viewer .............................................................................................................................. 97
Crystal Reports ActiveX Report Viewer................................................................................. 97
Manual Installation of ActiveX Viewer................................................................................... 97
ActiveX Viewer download blocked ........................................................................................ 99
Conflict of applications using Crystal Reports..................................................................... 103
Internet Explorer issues............................................................................................................. 104
Internet Explorer Cache....................................................................................................... 104
Launching Reporting for Contact Center from a Shortcut................................................... 105
Error on Closing Group of Internet Explorer Windows........................................................ 106
BCM and CCRS Troubleshooting..........................................................................109
Pinging the Contact Center............................................................................................................. 109
Resolving pinging failure on your network................................................................................. 109
Checking XML from the Contact Center......................................................................................... 110
CCRS Test Page ............................................................................................................................ 110
Contact Center errors ................................................................................................................ 113
Incomplete XML......................................................................................................................... 114
Invalid XML ................................................................................................................................ 116
Incompatible XML...................................................................................................................... 118
Voicemail patch and RCC ................................................................................................... 119
Upgrade and Patch procedure for the BCM and Reporting for Contact Center............................. 120
Voicemail Patch procedure........................................................................................................ 120
Installing CCRS............................................................................................................................... 120
Glossary ..................................................................................................................123
References ..............................................................................................................130
Index ........................................................................................................................
131
Reporting for Contact Center Troubleshooting and Maintenance Guide
6 List of Figures
List of Figures
Figure 1: Check Tables page..................................................................................................................................................42
Figure 2: Table Summaries page............................................................................................................................................43
Figure 3: Repaired Tables page..............................................................................................................................................44
Figure 4: Page cannot be found error message.......................................................................................................................46
Figure 5: Internet Properties Dialog Box ...............................................................................................................................49
Figure 6: Use JRE 1.5.0 Option under Advanced Tab in Internet Properties Dialog Box .....................................................50
Figure 7: Clearing the Java Cache (Control Panel)................................................................................................................51
Figure 8: Clearing the Java Cache (Java Control Panel)........................................................................................................52
Figure 9: Clearing the Java Cache (Prompt)..........................................................................................................................52
Figure 10: Windows Firewall turned on dialog box...............................................................................................................55
Figure 11: Add a Port window ...............................................................................................................................................56
Figure 12: Norton Anti-Virus Options Screen .......................................................................................................................59
Figure 13: Norton Anti-Virus Options Dialog .......................................................................................................................60
Figure 14: Selecting LAN Settings from Connections window.............................................................................................62
Figure 15: Disabling proxy server in LAN Settings...............................................................................................................63
Figure 16: Proxy server denying access to RCC....................................................................................................................64
Figure 17: Selecting LAN Settings from Connections window.............................................................................................65
Figure 18: Proxy server enabled in the LAN Settings window..............................................................................................66
Figure 19: Allowing an IP Address exception in Proxy Settings...........................................................................................66
Figure 20: Example Host File ................................................................................................................................................76
Figure 21: Ad Blocking option in Norton Internet Security...................................................................................................76
Figure 22: Ad Blocking Window in Norton Internet Security ...............................................................................................77
Figure 23: Indexing Service Properties General window.......................................................................................................79
Figure 24: Scheduled Tasks window......................................................................................................................................80
Figure 25: Scheduled Task Wizard........................................................................................................................................81
Figure 26: Schedule Task Wizard Windows programs..........................................................................................................81
Figure 27: Schedule Task Wizard for printCaller...................................................................................................................82
Figure 28: Schedule Task Wizard password confirmation window.......................................................................................83
Figure 29: Successful Windows schedule of printCaller........................................................................................................83
Figure 30: Disabling a Schedule Task....................................................................................................................................84
Figure 31: Internet Properties Dialog Box .............................................................................................................................87
Figure 32: Advanced window in Internet Properties ..............................................................................................................88
Figure 33: Crystal Report ActiveX Viewer Welcome Window.............................................................................................98
Figure 34: Crystal Report ActiveX Viewer Continue Installation Message Box...................................................................98
Figure 35: Crystal Report ActiveX Viewer Setup Complete Window...................................................................................99
Figure 36: Internet Properties Dialog Box ...........................................................................................................................100
Figure 37: Security Tab in Internet Properties Dialog Box..................................................................................................101
Figure 38: Trusted sites Dialog Box.....................................................................................................................................102
Figure 39: Entering IP Address of Trusted site....................................................................................................................102
Figure 40: Page Cannot Be Displayed Error Message in Report Viewer.............................................................................103
Figure 41: Internet Properties Dialog Box ...........................................................................................................................104
Figure 42: Delete Files Dialog .............................................................................................................................................105
Figure 43: Advanced Tab Settings in Internet Properties dialog box...................................................................................106
Figure 44: Taskbar Properties Dialog Box...........................................................................................................................107
Figure 45: Selecting Close Group option from Internet Explorer Programs taskbar button ................................................107
Figure 46: Internet Explorer Close Group Error ..................................................................................................................108
Figure 47: Successful ping request to Web Host PC............................................................................................................109
Figure 48: CCRS Test page..................................................................................................................................................111
Figure 49: XML data from the BCM ...................................................................................................................................112
Figure 50: InvalidPassword XML error in CCRS Test page................................................................................................113
Figure 51: Incomplete XML data error message..................................................................................................................115
Figure 52: Warning Incomplete Data detected page ............................................................................................................116
Reporting for Contact Center Troubleshooting and Maintenance Guide
List of Figures 7
Figure 53: Invalid XML data error message........................................................................................................................ 117
Figure 54: ERROR! Invalid Data Detected page................................................................................................................. 118
Figure 55: Incompatible schema version between RCC and XML error message.............................................................. 119
Reporting for Contact Center Troubleshooting and Maintenance Guide
8 List of Tables
List of Tables
Table 1: IIS version compatibility with Microsoft Windows Operating Systems.......................................................45
Table 2: Windows Firewall port entries for Reporting for Contact Center .................................................................56
Table 3: Issues causing the error messages seen in the Real Time screens.................................................................70
Table 4: Issues causing the error messages in the Download Contact Center data window........................................90
Table 5: A sample of acceptable date and times for requesting historical XML data...............................................112
NN40020-402
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
MySQL 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
NN40020-402
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 document. 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.
NN40020-402
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 further help refer to the
How to get Help section on
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: By default, Reporting for Contact Center logging is deactivated. This should be
activated as early as possible and should be active while the error occurs to capture the
problem.
NN40020-402
Flow Charts 15
Reporting for Contact Center logging is activated by the following:
1. Log on to Reporting for Contact Center as an Administrator on the Web Host
PC.
2. From the navigation menu, select Maintenance and click Logging.
3. From the Logging Menu page click Activate Logging.
4. Log file location displays the location of the Reporting for Contact Center log
files.
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
NN40020-402
Flow Charts 17
Is IIS Installed?
Refer to the Reporting for Contact Center Setup and Operations Guide (NN40040-302)
to check whether IIS is installed.
From Add/Remove Windows Components install IIS
Refer to the Reporting for Contact Center Setup and Operations Guide (NN40040-302)
for instructions on installing IIS.
Remove RCC, MySQL Server 4.1 and Java 1.5 from Add/Remove 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 MySQL Server 4.1 and
finally Java 1.5, 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 MySQL Server 4.1 and J2SE Runtime Environment 5.0.
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 86.
Modify the settings in IIS
Refer to the Reporting for Contact Center Setup and Operations Guide (NN40040-302)
for instructions on IIS 6 configuration.
Q) Does the error message refer to MySQL?
For error messages related to MySQL, see Error message refers to MySQL on page 88.
Is Port 80 Blocked?
Refer to Port Numbers used by Reporting for Contact Center on page 53 for port numbers
not to be blocked by a firewall.
Note: Port 80 is a standard port for HTTP traffic. This port needs to be open for all
Web sites on this Web Host PC.
Reporting for Contact Center Troubleshooting and Maintenance Guide
18 Flow Charts
Q) Does the error message mention “Access Denied”?
Go to step Recreate the MySQL User below.
Recreate the MySQL User
To recreate the MySQL User, see Error message mentions Access denied on page 89.
Q) Is the MySQL4 service running?
Refer to Restarting MySQL Service on page 69 on instructions of how to check if
MySQL 4 service is running.
Restart MySQL4
Refer to Restarting MySQL Service on page 69 on how to restart MySQL 4 service.
Uninstall and re-install MySQL
Uninstall
See Uninstalling and re-installing MySQL on page 38 for instructions on removing
MySQL Server 4.1 from the Web Host PC.
Install
To install MySQL Server 4.1 back on to the Web Host PC, refer to Uninstalling and
re-installing MySQL on page 38.
NN40020-402
Contact Center Connection
Flow Charts 19
Click the Contact Center Connection page link
See Contact Center Connection page item on page 86
Resolve the issue as per the error message
Note: For more detailed instructions on troubleshooting the following error messages
refer to Error in Download Contact Center data window on page 89.
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 the Element
Manager.
Reporting for Contact Center Troubleshooting and Maintenance Guide
20 Flow Charts
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) NoCCKeyCode - The keycode used to enable the Contact Center application is not
present. Enter the correct keycode.
f) CCRSDisabled - The CCRS data stream is disabled. Enable the CCRSAppServer in
the Element Manager.
g) 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.
h) CannotConnectToCC - The CCRS cannot contact the Contact Center.
i) CannotConnectToDB – The CCRS could not connect to the Contact Center
database.
j) CCRefusedConnection - Indicates that the Contact Center refused to register the
AppServer.
k) UnknownServerError – If none of the above, contact Nortel Support.
Q) Can you connect to the CC using the CCRStest page?
Refer to CCRS Test Page on page 118 for instructions on connecting to the Contact
Center using the CCRS Test page.
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 Contact Center
on page 109.
Resolve the Ping failure within your network
To resolve the Ping failure, see Resolving pinging failure on your network on page 109.
Are any of the RCC Ports or Exe’s blocked by your firewall?
Refer to Ports and .exe files used by Reporting for Contact Center on page 53 for
Reporting for Contact Center port numbers and executable files.
Unblock the Exe’s and/or Ports
Refer to Ports and .exe files used by Reporting for Contact Center on page 53 for
Reporting for Contact Center port numbers and executable files.
NN40020-402
Historical Reports
Flow Charts 21
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 86.
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 86.
Run the Automatic Database Fix Utility
To execute the Automatic Database Fix Utility see Errors on Generating Reports on page
41.
Install the Crystal Reports viewer manually
To manually install Crystal Reports ActiveX Viewer see
Manual Installation of ActiveX
Viewer on page 97.
Reporting for Contact Center Troubleshooting and Maintenance Guide
22 Flow Charts
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 (NN40010-600) 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.
NN40020-402
Real Time Screens
Flow Charts 23
Reporting for Contact Center Troubleshooting and Maintenance Guide
24 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 on page 86.
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 86.
Install the Java Runtime manually
To manually install Java Runtime Environment see Real Time screens are not displayed
correctly on page 48.
Q) Are the RCC Launcher and MySQL4 Services running?
See Restarting RCC Launcher Service and Restarting MySQL Service.
Start the RCC Launcher and MySQL4 Services
See Restarting RCC Launcher Service and Restarting MySQL Service.
Q) Is there a correct response from the CC using the CCRStest page?
See CCRS Test Page.
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.
Q) Is the Real Time port blocked?
See Port Numbers used by Reporting for Contact Center.
Resolve the blocked port
See Ports and .exe files used by Reporting for Contact Center.
Resolve the issue as per the error message
Note: For more detailed instructions on troubleshooting the following error messages
refer to Error messages in Real Time screens on page 70.
a. Invalid Request - The request from the client application is not valid, restart the
RCC Launcher.
NN40020-402
Flow Charts 25
b. Voicemail Service Not Running - The Voicemail service is not running on the
Contact Center. Restart the Voicemail service on the Contact Center through the
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 Contact Center Key Code - The keycode used to enable the Contact Center
application is not present. Enter the correct keycode.
f. CCRSNDP Disabled - The CCRS data stream is disabled. Enable the
CCRSAppServer in the Element Manager.
g. 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.
h. 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.
i. 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.
Deactivate Logging (if Anti Virus is installed, this will prevent slow down in the Real Time service
when scanning of log files)
To deactivate the Nortel Reporting for Contact Center diagnostic logging (if it is
activated) refer to the Reporting for Contact Center Setup and Operations Guide
(NN40040-302).
Reporting for Contact Center Troubleshooting and Maintenance Guide
26 Flow Charts
Software Wallboard
NN40020-402
Flow Charts 27
Uninstall and re-install the ipView SoftBoard
Refer to the ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Reconfigure the Wallboard, with the correct IP Address and port.
Refer to the ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Were your questions answered by consulting the ipView SUOG?
Detailed information on the ipView SoftBoard can be found in the 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.
Refer to Ports and .exe files used by Reporting for Contact Center on page 53 for
Reporting for Contact Center port numbers and executable files.
Reporting for Contact Center Troubleshooting and Maintenance Guide
28 Flow Charts
Hardware Wallboard
NN40020-402
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
Refer to Pause in parameter count on the Hardware Wallboard on page 78.
Reconfigure the Wallboard, with the correct IP Address and port
Refer to the ipView Software Wallboard Setup and Operation Guide (NN40010-500).
Were your questions answered by consulting the RCC SUOG?
Detailed information on the configuration and the statistics displayed on the hardware
wallboard can be found in the Reporting for Contact Center Setup and Operations Guide
(installed along with this guide on the Web Host PC).
Obtain the correct IP Address of the Hardware Wallboard
Refer to IP Address of the Hardware Wallboard on page 78 for instructions on obtaining
the IP Address of the hardware wallboard.
Flow Charts 29
Reporting for Contact Center Troubleshooting and Maintenance Guide
30 Flow Charts
Print Schedules
NN40020-402
Loading...