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Avaya Reporting for Contact Center Troubleshooting and Maintenance Guide

1. Java Control Panel About View version information about Java Control Panel About Network Settings Network settings are used when making Internet connections By default Java will use the network settings in your web browser Only advanced users should modify these settings Network Settings Temporary Internet Files Files you use in Java applications are stored in a special Folder For quick execution later Only advanced users should delete Files or modify these settings Delete Files Settings Figure 8 Clearing the Java Cache Java Control Panel You will receive a prompt confirming your actions click OK Delete Temporary Files X 9 Delete the Following temporary Files JV Downloaded Applets JV Downloaded Applications JV Other Files Cancel i Figure 9 Clearing the Java Cache Prompt NN40020 402 Web Host PC Troubleshooting 53 Firewalls Ports and exe files used by Reporting for Contact Center Port Numbers used by Reporting for Contact Center The following is a list of all the port numbers used by Reporting for Contact Center on the Web Host PC Port 80 this is the standard port used by the Web Server the Web Host PC for Internet Information Services Port 8088 used for the Reporting Server in the Business Communications Manager BCM Port 3306 used for MySQL Server 3 23 53 this will be present if
2. 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 Flow Charts 23 Real Time Screens Open a Real Time screen Does the Real Is the Real Time Time screen screen No display a red X gt
3. Incomplete XML data error message Perform the following steps to bypass incomplete XML from the Contact Center Note The Reporting Service gets XML from the Contact Center on initial download of data from the Contact Center and then every 15 minutes by default NN40020 402 BCM and CCRS Troubleshooting 115 F Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help QO E X s EN a Le JO Search Sie Favorites B d n X Ki Address a http localhost rec2_4 admin_pages admin_index asp v EI Go Links 7 y NORTEL Administration Incomplete XML found Click here for details Administration Menu Welcome Contact Center Connection Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting Local intranet Figure 51 Incomplete XML data error message 1 Click the Click here for details link to view information about the incomplete XML data Note Only the Administrator can see the link Click here for details 2 The Warning Incomplete Data Detected page appears see Figure 52 Warning Incomplete Data detected page Here the Administrator can see when the incomplete XML data occurred Reporting for Contact Center Troubleshooting and Maintenance Guide 116 BCM and CCRS Troubleshooting Ele Edt View Favorites Jools Help jg Qe O x A ah ferve A R i m
4. NN40020 402 Web Host PC Troubleshooting 79 2 In the General tab see Figure 23 Indexing Service Properties General window from Startup type select Manual Indexing Service Properties Local Computer General Log On Recovery Dependencies _ Service name cisvc Display name Indexing Service Description Indexes contents and properties of files on local and A remote computers provides rapid access to files a Path to executable C AWINDOWS System32 cisvc exe Startup type sl Service status Stopped You can specify the start parameters that apply when you start the service from here Start parameters Figure 23 Indexing Service Properties General window 3 Click OK to close the General window Close the Services Administrative Tools and Control Panel windows Further problems with the ipView SoftBoard or Hardboard Detailed information on the operation of ip View SoftBoard or Hardboards can be found in the ipView Software Wallboard Setup and Operations Guide NN40010 500 This is installed along with Reporting for Contact Center on the Web Host PC Reporting for Contact Center Troubleshooting and Maintenance Guide 80 Web Host PC Troubleshooting Printing reports Accessing networked printers from the Web Host PC In order for the Web Host PC to contact and utilize network printers you must have a User logged on to Windows on the Web Host PC This means that if y
5. PCs known as Client PCs that have network access to the Web Host PC can access Reporting for Contact Center through Web pages in Internet Explorer browser sessions Multiple users can therefore use Nortel Reporting for Contact Center without having any software other than Internet Explorer installed on their PCs Note The Java Runtime Environment JRE if required and the Crystal Reports ActiveX Report Viewer are automatically downloaded to the Client PC the first time they are required Java version compatibility Only one JRE version can live during a browser s session In other words once a version of the JRE is loaded in a browser s process you cannot switch to run an applet in a different version of the JRE You can only switch to a different JRE version at the start of the browser process It is essential that you have Java 2 Runtime Environment SE v 1 5 0 installed on your PC for correct operation of Reporting for Contact Center See the following section Real Time screens are not displayed correctly page 48 Note At the date of release of this guide Java 2 Runtime Environment SE v 1 5 0_ release version was the latest JRE version available on the market Any future JRE version higher than this for example JRE 1 6 0_ release version will be backward compatible with Reporting for Contact Center Real Time screens are not displayed correctly If you have multiple versions of JRE installed on your PC and the Real Time
6. 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 N RTEL 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 Nortel Networks 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 LAST OF PIQUIOS iii ciiscceccecccusaneiccciedesccucidsicevenccaccuttdudaavendvd cecdededcnucadvicexdedueccuaadsecevendvecewsets 6 LISTON Tale ee ee 8 eelere TT TEE 9 IMUFOGILICTIO Net eats te Aor et Ah cnet ree hat Emtec eet one heen geen oece basen sehen tera iaue wert A ee 9 How this Guide is organized ssessessseseeessissseeseesressreetttnstressrtnstnnsttntttnstnnstnnttnnttnnnttnnntnnttnnennnnn nenn 9 WAU OGUC
7. cccccccceseseseeeeeeeeeeeeeseeeeeneeeeeeeeeeeeeseeseeeceeeeeenees 37 MYSQL eise rece ere deeg Eed Eege gen 38 MySQL overview and Imnsiallatton eens eeeaeeeeeeeeceaeeeseaeeeeeeeseeeeesaeseseaeeseeeeeeiaees 38 MySQL version Compatbilttv eene ereesenetrnnttentttttttnttnnntnuntnnnttnnntnnntnnnnnnnennnnnnnnnnnn 38 Uninstalling and re installing MCL 38 Themysgidump Uy EE 39 Backing up the MySQL database cceccccccceeeeseeceeeeeceeeeeceaaeeeeeeeseeeeecaaeeesaaeeeeneeseaeeeesaeeeeneeesaees 39 Defaulting replacing the MySQL database 40 Database Corruptor ea a E a EE d s aE EE gg gies ca E ranean EEN 41 Errors on Generating Reports c ccccccceeeeeceeneeceeeeeceaeeeeaaeeseeeeeceaeeeeaaeseeeeeseeeeesiaeessaeeneneeee 41 Reporting for Contact Center Troubleshooting and Maintenance Guide 4 Table of Contents Internet Information Services c ccccccceeceeceeneeceeeeeeeaeeeeeee ceases caaeeeeaeeseeeeeceaeseeaaeseceeeesaeeseaeseeeseeeeess 45 IIS overview and installation ccccecsceceeeeeceeeeeeeeeeeeeee cee eeeaaaeeeeeeeseeeeeseaeeeeaeeseneeeseaeeeeaeeeeeeseeeeess 45 IS version compatibility peak causes es tie EE 45 Recreating Virtual Directories cccccceecceceeeeeeeeeeeeeeeeceaeeeeaaeeeeeeeseaeeesaaeeeeaaeseeeeeseaeeeseaaeseeeeeeneeess 45 Virtual folders not created in Internet Information Services ccccceeeeeeeeeeeeeeeeteteeeesaeeseaes 45 Restarting the IIS Service ccccccccesesce
8. displayed in the top left hand corner Yes v Is the Connection Yes Status green Yes Consult Nortel CC wap v Do you see call 5 a Consult Nortel statistics N i GH es No RCC Did you resche No Raise a Case the problem CC Yes Do the Real Is your Wallboard Time screens Real Time refresh Is RCC logging Consult Nortel update every 1 e interval 1 No activated no RCC or 3 seconds second Yes Yes 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
9. finally Java 1 5 as follows a Click on Start gt Control Panel gt 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 IS 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 C
10. 96 110 111 112 113 CCRS Test Page 20 24 72 92 96 110 113 Client PC 9 48 61 63 64 78 97 98 99 103 110 124 Contact Center 9 11 14 19 20 24 25 34 39 40 41 54 56 58 61 70 71 72 73 74 75 78 86 90 91 92 94 95 96 109 110 111 113 114 116 117 118 119 120 121 123 124 125 127 128 129 Contact Center Connection 13 19 25 34 41 72 75 86 92 Contact Center Reporting Server 9 20 24 25 61 70 71 72 90 91 92 95 96 109 110 111 112 113 114 120 121 124 Control Directory Number 25 70 74 114 124 Control key Ctrl 29 68 69 85 Control Panel 17 29 35 38 46 50 51 52 54 55 69 70 71 78 79 80 84 90 95 E Element Manager 19 20 25 70 71 72 73 90 91 92 93 94 95 H Historical Reports 126 I Installation 21 38 45 48 97 98 130 InstallShield 17 Internet Explorer 104 Internet Explorer 17 21 24 45 48 49 61 63 64 86 87 89 98 99 100 104 105 106 107 108 124 125 Internet Explorer Cache 104 Internet Information Services 37 45 53 125 11 Introduction 9 11 13 IP Address 15 20 27 29 61 64 66 71 74 75 78 91 102 109 110 111 121 125 128 ipView Softboard 15 27 29 53 78 79 127 130 ipView SoftBoard 15 27 29 53 78 79 127 130 J Java Cache 51 52 Java Runtime Environment 24 37 48 49 50 97 124 125 L Localhost 76 Logging Menu 15 34 Lo
11. Check that other Reporting for Contact Center clients are not communicating with the same Contact Center restart the RCC Launcher 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 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 Open the ipView SoftBoard Does the ipView el the we wl Consult Norte SoftBoard roben RCC open R Yes Yes Are your Are the statistics Yes statistics a displayed accurate No Is the message Do you have Outmode Yes dk kk Agents logged No Log in an Agent displayed in No
12. Is the bi ew SoftBoard correctly Yes configured in T Yes Istherea firewall on the cohen No gt Time screens No ipView work SoftBoard PC Yes Yes Consult Nortel RCC 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 iy View SoftBoard can be found in the ip View 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 View the Hardware Wallboard Are your Do the statistics statistics es bk refresh every 1 a displayed or 3 seconds Yes No Y Are the statistics No we ep accurate Is the message Do you have Outmode Yes AN gt Agents logged No Login an Agent displayed in No Is the d Wallboard correctly Yes configured in Yes v v Can you ping
13. O Incoming Call Report C Summary Report Cascade C Activity Code Report By of Pegs le Horizontally ai D EH Activity Cade Rennrt Av anent Tie Vertically Si Minimize Group 2 start Windows Task Manager Internet Explorer Figure 45 Selecting Close Group option from Internet Explorer Programs taskbar button If Internet Explorer encounters problems an error message will be shown as in Figure 46 Internet Explorer Close Group Error Reporting for Contact Center Troubleshooting and Maintenance Guide 108 Client PC Troubleshooting Internet Explorer Internet Explorer has encountered a problem and needs a to close We are sorry for the inconvenience If you were in the middle of something the information you were working on might be lost Please tell Microsoft about this problem We have created an error report that you can send to help us improve Internet Explorer We wll treat this report as confidential and anonymous To see what data this error report contains click here Send Error Report Figure 46 Internet Explorer Close Group Error Click Send Error Report to close down all remaining open Internet Explorer windows This will close Reporting for Contact Center and any Report Viewer windows that were open NN40020 402 109 BCM and CCRS Troubleshooting 8 This section details how to troubleshoot problems that occur on the Business Communications Manager or with
14. 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 in
15. may be inserted on individual lines or following the machine name denoted by a bi symbol For example 102 54 94 97 rhino acme com source server 385 2563 LO xX acme com x client host 127 0 0 1 Localhost 10 1 1 105 BCMMachineName Figure 20 Example Host File Real Time screens are not displayed If Real Time screens are not displayed after making Skillset and Real Time screen selections from the Real Time page pop up blocking may be enabled on the PC Disable pop up blockers If Norton Internet Security is installed on your PC and the Real Time screens are not being displayed ad blocking may be enabled See the following section Ad Blocking in Norton Internet Security to disable ad blocking Ad Blocking in Norton Internet Security To disable Ad Blocking in Norton Internet Security perform the following 1 Open the Norton Internet Security application Open the Status and Settings page from the menu to the left of the page 3 Click the Ad Blocking option See Figure 21 Ad Blocking option in Norton Internet Security Privacy Control On L Ad Blocking On e Spam Alert On Figure 21 Ad Blocking option in Norton Internet Security This opens the Ad Blocking window NN40020 402 Web Host PC Troubleshooting 77 4 Clear the Turn on Popup Window Blocking check box see Figure 22 Ad Blocking Window in Norton Internet Security This will disable any window blocking by Norton Internet Securit
16. 8088 see Port Numbers used by Reporting for Contact Center o Ensure that your network is not blocking traffic to the selected ports Proper Ports Ensure you have the proper ports configured o HTTP Listen Port 8088 default change if another service uses 8088 o Control Port 2222 default should not change o Real time Port 2223 default should not change o Historical Port 2224 default should not change Ensure that RCC connects to the CCRS AppServer machine IP Address and not to the BCM50 2 0 IP Address e Reporting for Contact Center Troubleshooting and Maintenance Guide 122 BCM and CCRS Troubleshooting NN40020 402 123 Glossary ActiveX Viewer Ad Blocking Administrator 9 The technology used in Nortel Reporting for Contact Center to view the reports through a Web browser ActiveX refers to a Microsoft technology Viewer refers collectively to the report viewer where the report is displayed Software that eliminates advertising and other annoyances from Web pages It detects banner ads by size typically 60 pixels high and by the URLs of major advertising sites where the images come from Such utilities may also be able to eliminate cookies referrers and animated GIF which are time consuming to download A Nortel Reporting for Contact Center User who has been awarded Administration rights These Users can configure core elements of Nortel Reporting for Contact Center
17. Error on Closing Group of Internet Explorer Windows If similar taskbar buttons are grouped together on the Windows taskbar the User may encounter problems when closing multiple instances of Internet Explorer programs simultaneously including Reporting for Contact Center using the Close Group option Note To check that the Windows taskbar groups similar windows together right click on the taskbar and select Properties The Taskbar and Start Menu Properties dialog box will open see Figure 44 Taskbar Properties Dialog Box Under Taskbar appearance Group similar taskbar buttons will be checked NN40020 402 Client PC Troubleshooting 107 Taskbar and Start Menu Properties Taskbar Start Menu Taskbar appearance 2 Internet C Lock the taskbar C Auto hide the taskbar Keep the taskbar on top of other windows M Group similar taskbar buttons Show Quick Launch Notification area Show the clock You can keep the notification area uncluttered by hiding icons that you have not clicked recently Hide inactive icons S Figure 44 Taskbar Properties Dialog Box If the Reporting for Contact Center window and other Reports are grouped together in an Internet Explorer taskbar button right clicking the Internet Explorer taskbar button and selecting Close Group as shown in Figure 45 Selecting Close Group option from Internet Explorer Programs taskbar button may cause an Internet Explorer problem
18. OK in the Internet Properties dialog box to close the dialog box Microsoft Windows can now allow the download of the ActiveX Viewer onto the Client PC Conflict of applications using Crystal Reports If the User sees an error message in Report Viewer on attempting to generate a report see Figure 40 Page Cannot Be Displayed Error Message in Report Viewer there may be a Crystal Reports confliction between Reporting for Contact Center and that used by any other application using Crystal Reports 3 http 10 10 10 55 The page cannot be displayed Microsoft Internet Explorer The page cannot be displayed There is a problem with the page you are trying to reach and it cannot be displayed Please try the following e Click the Refresh button or try again later e Open the 10 10 10 55 home page and then look for links to the information you want HTTP 500 100 Internal Server Error ASP error Internet Information Services Technical Information for support personnel e Error Type Crystal Reports ActiveX Designer 0x80043AE3 Invalid TLV record rcc report_pages common AlwaysRequiredSteps asp line 61 e Browser Type Mozilla 4 0 compatible MSIE 6 0 Windows NT 5 1 SV1 e Page GET rcoc report_pages summary_report asp e Time 25 October 2005 14 38 32 e More information Microsoft Support Se am E Figure 40 Page Cannot Be Displayed Error Message in Report Viewer To be able to view the report
19. Panel windows Restarting MySQL Service To check that the MySQL Service is running perform the following 1 Open the Windows Task Manager by pressing Ctrl Alt Delete 2 Click Task Manager 3 Click the Processes tab 4 Search for the item mysqld nt exe If it does not appear in that list then the MySQL Service is not running To start the MySQL Server 4 Service perform the following 1 From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services 2 Click on the Extended tab and click on MySQL4 3 From the left of the Extended window click on Start to restart the MySQL Server service or right click on MySQL4 and select Start Reporting for Contact Center Troubleshooting and Maintenance Guide 70 Web Host PC Troubleshooting 4 Close the Services Administrative Tools and Control Panel windows Connection Status is red with error message If there are problems with the Contact Center in the display on the Real Time screens the connection status indicator will be red in color An error message will also be displayed directly below the connection status indicator describing the error returned from the Contact Center Error messages in Real Time screens The following table see Table 3 Issues causing the error messages seen in the Real Time screens lists all the possible error messages that can be displayed in the Real Time screens when the status indicator is red This table also desc
20. Properties Dialog Box you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 Click on the Advanced tab and under the Browsing section clear the Show friendly HTTP error messages check box See Figure 32 Advanced window in Internet Properties Reporting for Contact Center Troubleshooting and Maintenance Guide 88 Web Host PC Troubleshooting Internet Properties General Security Privacy Content Connections Programs Advanced el HTTP 1 1 settings Settings C Force offscreen compositing even under Terminal Server requ A Notify when downloads complete C Reuse windows for launching shortcuts TT Show friendly HTTP error messages C Show friendly URLs Show Go button in Address bar E Underline links Always Hover Never C Use inline AutoComplete Use Passive FTP for firewall and DSL modem compatibility Use smooth scrolling Use HTTP 1 1 C Use HTTP 1 1 through proxy connections Restore Defaults Figure 32 Advanced window in Internet Properties 3 Click Apply to accept the changes 4 Click OK in the Internet Properties dialog box to close the dialog box Open a browser window to view Reporting for Contact Center Error messages Error message refers to MySQL There can be many different types of error messages related to MySQL but they will all contain a reference for example Microsoft
21. Reporting for Contact Center was installed as an upgrade to a previous version of Reporting for Call Center from BCM 3 6 or BCM 3 7 to RCC 2 3 209b and above This should not have to be configured in your firewall Port 3309 used for MySQL Server 4 1 14 This should not have to be configured in your firewall Port 3500 default value used by ipView SoftBoard to listen for incoming data and to echo to other wallboards note this value is configurable when setting up a wallboard this should be noted Port 6010 used by the Reporting for Contact Center Real Time RCCRT Server Port 6011 used by the Reporting for Contact Center Reporting RCCRPT Server exe files used by Reporting for Contact Center The following files are used by Reporting for Contact Center Ensure that these files are not being blocked by your Personal Firewall inetinfo exe java exe mysqld nt exe printCaller exe rcclauncher exe wallboarddriver exe Reporting for Contact Center Troubleshooting and Maintenance Guide 54 Web Host PC Troubleshooting Common Firewall Configuration If any Internet security software is installed on your PC and a firewall is enabled the user may encounter problems with the Contact Center connection whereby data can not be downloaded from the Contact Center to the database on the Web Host PC There are numerous firewall software packages available on the market Only a selected few are mentioned here It is ess
22. application service within Nortel Reporting for Contact Center whose primary purpose is to control and send to the printer at the correct time any scheduled Historical reports Proxy Server Also called a proxy As the word implies the proxy server acts on behalf of a client and server This computer system or router breaks the connection between sender and receiver Functioning as a relay between client and server proxy servers are used to help prevent an attacker from invading the private network Proxies are one of several tools used to build a firewall Raise E The process of raising a problem or question with Nortel Technical Support A case is raised with Nortel in line with the user s normal support processes that is raising a case using the Internet or contacting Nortel Contact Center to raise a case on the user s behalf ROC EE Abbreviation for Nortel Reporting for Contact Center NN40020 402 Glossary 127 Real Time Screen Remote Support Script Blocking SEVICE S emina Skillsetiairani nns Software Wallboard Information is available that displays the current states of Skillset Calls and Agents This information is refreshed approximately every 3 seconds These displays are called the Real Time Screens Information can also be displayed on hardware and software TCP IP enabled wallboards to provide Real Time information to the Contact Center Agents This is a component of
23. below to check for corruption Checking database tables abandonedtimebins admin Summary of table checks alarms alarmskillsets Print view of table answeredtimebins summaries averagevalues cerssettings Fix corrupted tables companydetails contnetwork contrefreshinterval daysofweek favourites SelectAll Tables Reset 2 Check selected table s Figure 1 Check Tables page 3 Select one or more Reporting for Contact Center database tables from the list box that you would like to check for corruption or click on the Select All Tables button to select all of the tables in the database 4 Click the Check selected table s button The Table Summaries page appears see Figure 2 Table Summaries page This page provides a summary of all the tables that had been selected to be checked for corruption Any corrupted tables will have the word Corrupt displayed in red font within the table summary and also be displayed in a list box of corrupt tables at the bottom of the page as shown in Figure 2 Table Summaries page NN40020 402 Web Host PC Troubleshooting 43 RCC Automatic Fix Utility Table summaries Microsoft Internet Explorer laj xj Ele Edit View Favorites Tools Help Q x B TN JO Search rant O B ia J G S3s Address http jlocalhast rec2 1 dbfixutil tblsumry asp JQ us P N RTEL ling BROMINE Fix Utility for RCC Database Summary of checked
24. box shown in Figure 41 you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 When you see the window shown in Figure 41 click Delete Files The Delete Files dialog shown in Figure 42 Delete Files Dialog appears NN40020 402 Client PC Troubleshooting 105 Delete Files A Delete all files in the Temporary Internet Files You can also delete all your offline content stored locally Delete all offline content Figure 42 Delete Files Dialog 3 Select Delete all offline content and then click OK 4 Click OK to close the Internet Properties window The user can proceed with the installation of Nortel Reporting for Contact Center as described in the Reporting for Contact Center Setup and Operations Guide NN40040 302 Launching Reporting for Contact Center from a Shortcut If an Internet Explorer shortcut has been created to launch the Reporting for Contact Center Login page you must ensure that Reporting for Contact Center is launched in a new window If this is not done so and only one Internet Explorer window is left open at the time of launching Reporting for Contact Center from the shortcut Reporting for Contact Center will open in that window even if it is a fixed sized window such as a Reporting for Contact Center Real Time screen Follow these steps to launch a Reporting for Contact Center shortcut in a new window 1 Click Start then right click t
25. from the client application is not valid exceeds three hours restart the RCC Launcher If none of the above contact Nortel Support Table 4 Issues causing the error messages in the Download Contact Center data window To resolve the error messages seen in the Download Contact Center data window perform the following troubleshooting steps against the error message displayed InvalidRequest SL n a oeh Es Log on to the Web Host PC as an Administrator Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services Select RCC Launcher Service Right click and select Stop Wait 10 15 seconds Select RCC Launcher Service again right click and select Start NN40020 402 Web Host PC Troubleshooting 91 VMServiceNotRunning 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager To connect to the BCM system under Element Navigation Panel expand Network Elements and select the system to connect to Enter the User ID and Password and click Connect 3 From the Task Navigation Panel select the Administration tab 7 Expand the General folder and click Service Manager A list of all the services on the BCM are displayed Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running e voicemail For a BCM 4 0 system only the following service should also be verified e CCRSAppServer If an
26. gt Nortel gt BCM gt BCM Element Manager 2 To connect to the BCM under Element Navigation Panel expand Network Elements and select the BCM 3 Enter the logon User ID and Password for an administrator and click Connect 4 From the Task Navigation Panel select the Configuration tab 5 Expand the System folder and click Keycodes A list of all the keycodes on the BCM are displayed as well as those that have not been activated 6 Verify that the following Keycodes are flagged as ACTIVE e ICC e ICC Skillset at least one e ICC Reporting If the keycodes listed in step 6 are not active and the user requires them on the BCM system contact your distributor who can verify whether or not the system needs the keycodes This will be done through the Nortel Keycode Retrieval System KRS CCRSNDP Disabled Perform the following task 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager 2 To connect to the BCM under Element Navigation Panel expand Network Elements and select the system to connect to Enter the User ID and Password and click Connect 3 From the Task Navigation Panel select the Administration tab 4 Expand the General folder and click Service Manager A list of all the services on the BCM is displayed 5 Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running e voicemail Reporting for Contact Ce
27. hardware wallboard Reporting for Contact Center Troubleshooting and Maintenance Guide 30 Flow Charts Print Schedules Schedule a Report to Print e Are the Did your reports yas p lt statistics gt No wem PI accurate No Is there a firewall on the Web Host PC Consult Nortel RCC Resolve the issue with your printer you may need to consult your network administrator NN40020 402 Flow Charts 31 Check that printCaller exe is not being blocked by your firewall Refer to the exe files used by Reporting for Contact Center section on page 53 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 Check that the report was configured to print on the correct day Refer to the Check the print schedule section on page 85 Can you print a standard document using the same printer Refer to the Check the printer section on page 85 Q Is PrintCaller running Refer to the PrintCaller application section on page 85 L
28. the Contact Center that is incompatible version between the RCC receiving XML and the BCM sending XML If this occurs an incompatible XML schema message will be displayed on the Reporting for Contact Center browser interface as shown in Figure 55 Incompatible schema version between RCC and XML NN40020 402 BCM and CCRS Troubleshooting 119 Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help Q sax L EN a Le Na Search J Favorites amp A d n E D ke ei Ki Address http 10 1 1 52 rcc mainjlogin asp expired true x Go Links y NORTEL This version of RCC is incompatible with the current XML version Please contact your administrator to ensure you have the correct versions of RCC and Contact Center Login Welcome to Nortel Reporting for Contact Center Please login using your username and password below Username Password K Local intranet Figure 55 Incompatible schema version between RCC and XML error message After a BCM upgrade the Reporting for Contact Center client application version downloadable from the BCM will be compatible with the XML schema version on the Contact Center Once a new patch is available for download the user must ensure that the version of Reporting for Contact Center is compatible with the schema version of the Contact Center See the following section Voicemail patch and RCC Voicemail patch an
29. the Contact Center Reporting Server A BCM will either be version 3 6 3 7 or 4 0 the Contact Center Reporting Server is specific to BCM50 2 0 Pinging the Contact Center To test that the Contact Center is accessible from the Web Host PC over the network ping to the Contact Center by the following 1 Open a Command Prompt window by clicking Start gt Run type cmd and press Enter 2 Type Ping BCM IP Address or Host Name 3 Press Enter A successful ping will show statistics of request packets sent to the target host and packets received as shown in Figure 47 Successful ping request to Web Host PC cx C WINDOWS system32 cmd exe Dis H gt Ping 16 1 1 52 Pinging 16 1 1 52 with 32 bytes of data Reply from 16 1 1 gt bytes 32 time lt ims TTL 128 Reply from 16 1 1 gt bytes 32 time lt ims TTL 128 Reply from 16 1 1 52 bytes 32 time lt ims TTL 128 Reply from 14 1 1 bytes 32 time lt ims TTL 128 Ping statistics for 16 1 1 52 Packets Sent 4 Received 4 Lost z loss Approximate round trip times in milli seconds Minimum ms Maximum ms Average Gms Figure 47 Successful ping request to Web Host PC If the user does not receive request packets back from the Contact Center there is pinging failure see the section Resolving pinging failure on your network page 109 Resolving pinging failure on your network If there is pinging failure to the Contact Center an error message will be seen
30. 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 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 Did you k resolve the La oroblern These shapes are questions they have eith
31. will be done through the Nortel Keycode Retrieval System KRS NoCCKeyCode Perform the following steps to check that the Contact Center application keycode is enabled NN40020 402 Web Host PC Troubleshooting 93 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager To connect to the BCM under Element Navigation Panel expand Network Elements and select the BCM 3 Enter the logon User ID and Password for an administrator and click Connect From the Task Navigation Panel select the Configuration tab 5 Expand the System folder and click Keycodes A list of all the keycodes on the BCM are displayed as well as those that have not been activated Verify that the following Keycodes are flagged as ACTIVE e ICC e ICC Skillset at least one e ICC Reporting If the keycodes listed in step 6 are not active and the user requires them on the BCM system contact your distributor who can verify whether or not the system needs the keycodes This will be done through the Nortel Keycode Retrieval System KRS CCRSDisabled Perform the following steps 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager To connect to the BCM system under Element Navigation Panel expand Network Elements and select the system to connect to Enter the User ID and Password and click Connect 3 From the Task Navigation Panel select th
32. 1 Reboot your PC PrintCaller will now automatically launch each time your PC starts and you do not need to log on to the PC However if you do intend to log on to that PC you should disable the schedule To disable the PrintCaller Windows task schedule perform the following steps 1 From the Start menu click Programs gt Accessories gt System Tools gt Scheduled Tasks The Scheduled Tasks window will open see Figure 24 Scheduled Tasks window 2 Right click on the PrintCaller task this may be named printCaller Select Properties 3 From the printCaller Task window see Figure 30 Disabling a Schedule Task clear the Enabled scheduled task runs at specified time check box Task Schedule Settings Security C WINDOWS T asks printCaller job Run nter ACC2 4 VBS ource codePrintCaller printCaller exe Browse Start in C Projects Rieporting For Call Center ACC2 4WB Sourc Comments Run as ITEL grahami Set password I Run only if logged on Cancel Apply Figure 30 Disabling a Schedule Task 4 Click OK The scheduled task will be disabled Close the Scheduled Tasks window NN40020 402 Web Host PC Troubleshooting 85 Reports are not printing Check the printer Using the same printer as selected in your print schedule attempt to print a document this can be anything and if you do not have a document available create one in Notepad If the document fails to
33. 18 Proxy server enabled in the LAN Settings window c Under Exceptions enter the IP Address of the Web Host PC to by pass the proxy server Click OK Proxy Settings Servers Type Proxy address to use HTTP 123 45 678 9 Secure FTP Gopher Socks Use the same proxy server for all protocols Exceptions aia Do not use proxy server for addresses beginning with Ki Zeie Use semicolons to separate entries Figure 19 Allowing an IP Address exception in Proxy Settings NN40020 402 Web Host PC Troubleshooting 67 d Click OK to close the LAN Settings dialog box e Click OK again to close the Internet Options dialog box Reporting for Contact Center Troubleshooting and Maintenance Guide 68 Web Host PC Troubleshooting Historical Reports 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 Error on page in Report Viewer If the Report Viewer window displays the message Error on Page in the status bar to the bottom left of the window th
34. CC first and then apply the voicemail patch Alternatively if RCC does not need to be upgraded however a voice mail patch does need to be applied stop the RCCLauncher service on the RCC Web Host PC Apply the voice mail patch For additional instructions on upgrading from BCM 3 6 or 3 7 to BCM 4 0 refer to the Upgrade Guide N0060597 Further instructions on installing RCC after an upgrade are available in the Reporting for Contact Center Setup and Operations Guide NN40040 302 Installing CCRS If you cannot establish a connection to the BCM50 2 0 system through the Test Config button in the Contact Center Reporting Server Configuration Utility on the CCRS PC this can be accessed by clicking on Start gt All Programs gt Nortel gt Contact Center Reporting Server Config for further details refer to the Reporting for Contact Center Setup and Operations Guide NN40040 302 check the following e The Contact Center Reporting Server service should be stopped before testing the configuration of CCRS This is done automatically during installations and upgrades NN40020 402 BCM and CCRS Troubleshooting 121 Contact Center Address Ensure you are pointed to the appropriate BCM50 2 0 unit specified in the Contact Center Address field Connection conflicts Ensure you are the only CCRS AppServer PC trying to connect to the BCM50 2 0 Blocked Ports o Ensure you have PC firewalls that allow the HTTP Listen Port of
35. CM50 2 0 Ensure that a proxy server is not used on the Web Host PC to communicate with a separate PC hosting the Contact Center Reporting Server the CCRS PC otherwise call data cannot be downloaded from the Contact Center to the Web Host PC See the following section Disabling Proxy server Similarly a Client PC using a proxy server will not be able to communicate with the Web Host PC if the proxy server is active and the Web Host PC IP Address is not allowed as an exception in the proxy settings see URL not allowed to be proxied error message Disabling Proxy server Ensure any proxy server is disabled on the Web Host PC before downloading data from the Contact Center as follows 1 On the Tools menu in Internet Explorer click Internet Options click the Connections tab and then click LAN Settings See Figure 14 Selecting LAN Settings from Connections window The Local Area Network LAN Settings window will be displayed Reporting for Contact Center Troubleshooting and Maintenance Guide 62 Web Host PC Troubleshooting Internet Options General Security Privacy Content Connections Programs Advanced z To set up an Internet connection click Setup Dial up and Virtual Private Network settings Add Remove Choose Settings if you need to configure 4 proxy Settings server for a connection Never dial a connectior Dial whenever a network connection is not present s dial my defa
36. Content Connections Programs Advanced Home page lA You can change which page to use for your home page Address ttp iflex ca nortel com Use Current Use Default Use Blank Temporary Internet files Ka Pages you view on the Internet are stored in a special folder for quick viewing later Delete Cookies Delete Files Settings History The History folder contains links to pages you ve visited for quick access to recently viewed pages Days to keep pages in history 20 Clear History Figure 36 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 36 you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 Click on the Security tab and select Trusted sites from the Web content zones in the top pane see Figure 37 Security Tab in Internet Properties Dialog Box NN40020 402 Client PC Troubleshooting 101 Internet Properties General Security Privacy Content Connections Programs Advanced Select a Web content zone to specify its security settings D si o e Internet Local intranet UES RES Es Restricted sites Trusted sites This zone contains Web sites that you trust not to damage your computer or data No sites are in this zone Security level for this zone Custom Custom settings To change the settings click Custom Level To use the recomm
37. Environment should be automatically installed onto a Client PC from the Web Host PC the first time that the Real Time screens are viewed on the Client PC Note It is recommended that the first time the User on a Client PC views a Real Time screen especially if the User is not sure whether or not Java Runtime is installed on their PC only one Real Time screen should be launched This is to prevent multiple instances of Java Runtime installations taking place on the Client PC for each Real Time screen launched If the Java Runtime is not launched automatically you will not be able to view the Real Time screens To overcome this you can start the installation process manually On the Web Host PC in C Program Files Nortel Reporting for Contact Center Javadist there is a file called j2re 1_5_0_03 windows i586 p exe This file should be copied to the Client PC and executed there This will install the Java Runtime Environment Report Viewer Crystal Reports ActiveX Report Viewer The first time that reports are viewed on a Client PC an ActiveX Viewer is installed onto the Client PC from the Web Host PC Note It is recommended that the first time reports are viewed on a Client PC only one report is generated This is to prevent multiple ActiveX Viewer installations taking place on the Client PC especially if the User is not sure whether or not ActiveX Viewer is installed on their PC Manual Installation of ActiveX Viewer If ActiveX
38. F 8 gt lt RTData xmlns xsi http www w3 org 2001 XMLSchema instance xsi noNamespaceSchemaLocation RealTimeData xsd RegTime 2005 08 08T08 58 36 RespTime 2005 08 08T08 58 36 gt lt RTAgent gt lt Info gt lt Id gt 1 lt Id gt lt Name gt Agenti lt Name gt lt Info gt lt Type gt Voice lt Type gt lt IsSuper gt 1 lt IsSuper gt lt RTAgent gt lt RTSS Enabled 1 gt lt SS gt lt Id gt 1 lt Id gt lt Name gt SKILL1 lt Name gt lt SS gt lt CDN gt 581 lt CDN gt lt NumNewMsgWaiting gt 1 lt NumNewMsgwaiting gt lt RtgTbl gt Day lt RtgTbl gt lt PSTNCallStats gt lt AverageTimeToAnswerPerDay gt O0 lt Average Time ToAnswerPerDay gt lt AverageTime ToAnswerPerHour gt O lt AverageTime ToAnswerPerHour gt lt AverageTimeToAbandonPerDay gt 0 lt AverageTime ToAbandonPerDay gt lt AverageTime ToAbandonPerHour gt O0 lt AverageTimeT oAbandonPerHour gt lt PSTNCallStats gt lt MMCCCallStats gt SI Done d My Computer Figure 49 XML data from the BCM NN40020 402 BCM and CCRS Troubleshooting 113 Contact Center errors On executing the CCRS Test page see CCRS Test Page on page 118 for instructions on executing the CCRS Test page certain error conditions in the Contact Center may return a special message through the XML rather than in the Historical or Real Time data If this occurs a screen similar to Figure 50 InvalidPassword XML error in CCRS Test page will be s
39. Figure 25 Scheduled Task Wizard 3 Click Next This will list programs for Windows to run the Scheduled Task Wizard see Figure 26 Schedule Task Wizard Windows programs Scheduled Task Wizard f x Click the program you want Windows to run To see more programs click Browse Application Version al 5 1 2600 218 20 Activex Control Test Container 6 0 8063 UJ Address Book 6 00 2900 21 Ej Adobe Download Manager 1 2 0 19 I Adobe Reader 6 0 el A A t Eat D DC nn 91999 H Browse Next gt Cancel Figure 26 Schedule Task Wizard Windows programs Reporting for Contact Center Troubleshooting and Maintenance Guide 82 Web Host PC Troubleshooting 4 Click Browse and navigate to the install folder of Reporting for Contact Center this is typically C Program Files Nortel Reporting for Contact Center 5 Double click PrintCaller 6 Select the printCaller exe program and click Open This will open the Scheduled Task Wizard for printCaller see Figure 27 Schedule Task Wizard for printCaller Scheduled Task Wizard x Type a name for this task The task name can be the same name as the program name printCaller Perform this task C Daily C Weekly C Monthly C Dre time only a EE AAT A C When log on lt Back Cancel Figure 27 Schedule Task Wizard for printCaller 7 Select the When my computer starts option as shown in Figure 27 Schedule Task Wiz
40. JOS El 3 Address http Aocalhost rec2 4 main incompieteXML asp J Eco unis Warning Incomplete data detected by the RCC Reporting Service Reporting for Contact Center has encountered some incomplete data from the Nortel Contact Center Please note that this may not affect statistical information but if you suspect that it has or if the problem persists please contact the approriate Nortel Contact Center Technical Support Personnel to resolve this issue You will need to inform them of the information above Technical information Incomplete Data from 1 1 2006 Incomplete Data to 1 1 2006 3 00 00 AM This is a warning message only your data download has continued To clear this warning please click the Clear button Clear Warning Clear All Warnings TTT Ramae Figure 52 Warning Incomplete Data detected page 3 The Administrator can click Clear Warning to clear the warning message and process XML data from the Contact Center but bypassing the incomplete XML Clicking Clear All Warnings will bypass any further warnings of incomplete XML data from an initial download from the Contact Center Note An incomplete XML message serves as a warning only Normally incomplete XML warnings can be bypassed but further action is required if this occurs many times during the initial download or repeatedly within a week If this is a re occurring problem contact your distributor for first level support If you are a di
41. L database The Contact Center does not retain all call records typically at maximum capacity only 8 hours worth of data is retained on the Contact Center To retain all call records it is highly recommended to backup the Reporting for Contact Center database on a frequent basis It is important that you first consult the customer s support personnel about the organization s backup and restore policies and procedures before attempting to backup and before restoring the MySQL database on the Web Host PC o _ You can use mysqldump to create a backup of your database as given in the following paragraph or use Microsoft Windows Backup Utility Alternatively any other third party backup utility can be used to backup the database Note The following mysqldump syntax should all be typed on one line and should be entered in a Command Prompt window from the Program Files MySQL MySQL Server A Tan folder mysqldump port 3309 add drop table CCRDB gt CCRDBbackup sql CCRDBbackup sq is the file to which the backup should be written This can be named to any other name of your choice Substitute the name you wish to use for CCRDBbackup sq in the above command Reporting for Contact Center Troubleshooting and Maintenance Guide 40 Web Host PC Troubleshooting Restoring from a Backup To restore the contents of a backup to the Reporting for Contact Center statistical and configuration database use the followi
42. OLE DB Provider for ODBC Drivers 0x80040E37 MySQL ODBC 3 51 Driver mysqld 4 1 15 nt Can t open file rptcalldatassinfo MYI errno 145 The user must provide this information to Nortel Support when troubleshooting Reporting for Contact Center In the preceding example the RCC database has become corrupted NN40020 402 Web Host PC Troubleshooting 89 Error message mentions Access denied If the user encounters an error message in the Reporting for Contact Center Internet Explorer browser window that displays the following Access denied message the MySQL User will have to be recreated Error Type Microsoft OLE DB Provider for ODBC Drivers 0x80004005 MySQL ODBC 3 51 Driver Access denied for user rccuser localhost using password YES A MySQL User enables Reporting for Contact Center access to the MySQL database To recreate a MySQL User perform the following 1 Open Windows Explorer and navigate to the Reporting for Contact Center installation folder typically this is C Program Files Nortel Reporting for Contact Center 2 Double click the RunOnce folder 3 Double click the AddMySQLUser bat file A new MySQL User will be created again Error in Download Contact Center data window The following table see Table 4 Issues causing the error messages in the Download Contact Center data window lists the error messages displayed in the Download Contact Center data window when the status indic
43. Once the database has been defaulted downloading Contact Center data will only install typically up to 8 hours worth of call data from the Contact Center To default the database for BCM 4 0 and BCMSO 2 0 perform the following 1 Stop RCCLauncher service NN40020 402 Web Host PC Troubleshooting 41 2 Stop the MySQL4 service Open Windows Explorer and locate the MySQL database folder CCRDB The path to the MySQL database is C Program Files MySQL MySQL Server 4 1 data 4 Right click on the CCRDB folder and select Rename Rename the CCRDB folder to CCRDB_backup This is the current live Reporting for Contact Center database 5 To copy over a blank database locate the Reporting for Contact Center installation folder using Windows Explorer Typically the path is C Program Files Nortel Reporting for Contact Center Right click on the CCRDB folder and select Copy 6 In Windows Explorer enter the path to the MySQL database again which is C Program Files MySQL MySQL Server 4 I data 7 Right click in the windows area and select Paste This will copy over the blank MySQL database folder CCRDB Note If you see two MySQL services and two MySQL directories you have upgraded Reporting for Contact Center in which case take care not to default the MySQL4 database with the MySQL blank database 8 Start the MySQL service 9 Start the RCCLauncher service As the MySQL database has been defaulted the us
44. Reporting for Contact Center Troubleshooting and Maintenance Guide 124 Glossary Create bat Database Corruption dbfixutil Firewall Hard Wallboard by the user for some period of time in order to speed up retrieval the next time the same page is requested Abbreviation for Contact Center Reference term for the Nortel Reporting for Contact Center Database Contact Center Reporting Server also known as the Application Server or AppServer This is the mechanism in the Contact Center that provides Nortel Reporting for Contact Center with the data and statistics that make up the reporting Contact Center Reporting Server Test often referred to as the CCRS Test page is used to check the XML from the Contact Center Control Directory Number a virtual directory often associated with a Skillset to act as a controller for incoming calls A PC that has network access to the Web Host PC and so can access the Nortel Reporting for Contact Center Web pages through the Web Host PC Multiple users can therefore use Nortel Reporting for Contact Center without having any software other than Internet Explorer installed on their PCs The Java Runtime Environment if required and the Crystal Reports ActiveX Viewer are automatically downloaded to the client the first time they are required A Windows batch file When executed the batch file creates the required virtual directories of Nortel Reporting for C
45. S Test Page To retrieve XML data from the Contact Center the User must execute the CCRS Test page as follows 1 2 In the browser Address bar enter the location http localhost rcc ccrstest htm from the Web Host PC or http Web Host IP Address rcc ccrstest htm from a Client PC The CCRS Test page opens up see Figure 48 CCRS Test page NN40020 402 BCM and CCRS Troubleshooting 111 E hitp localhost rcc ccrstest htm Microsoft Internet Explorer BAR File Edit View Favorites Tools Help ay sxx k sl a A pO Search 5 Favorites amp En Ce kel 2S Address http silocalhost recfccrstest htm v EI Go Links 77 Kei X CC IP Address 10 1 1 103 8088 Use SSL Yes Qtype La Monthly Yearly QStartDate 2006 09 14 yyyy mm dd QStartTime 00 00 00 hh mm ss Monthly Yearly yyyy mm dd QEndDate 2006 09 14 QEndTime 23 59 59 hhimmiss QDataType ALL Password ICCRS Submit Query a Local intranet Figure 48 CCRS Test page 3 For BCM 4 0 ensure that the port number to the Contact Center Reporting Server in the Contact Center is entered after the IP Address of the BCM 4 0 in the CC IP Address field in the format IP Address 8088 For BCM50 2 0 in the CC IP Address field ensure that the IP Address of the PC with the Contact Center Reporting Server installed is entered with port number 8088 following it The format should be IP Address 8088 4 S
46. TION e E E 11 AbOut this GUIdG ss antaiitc nhieu uit a a a a a a a a a teen 11 hawto der ee EE 11 Getting Help from the Nortel Web Site eccceceeeeceeneceeeeeceneeeeeaeeeeeeeesaeeesaaeeseaeeseeeeesaeeesaeeeenees 11 Getting Help over the phone from a Nortel Solutions Center 12 Getting Help through a Nortel distributor or reseller ccccecceeeeeeeeceeeeeeeaeeeeaeeceeeeesaeeesaeeeeaees 12 lg CANIS T E eegen 13 Introduction EE Fe ee ees a eds es 13 Key tothe flow Charts eu cesta seca ee gett ege adi cule ee Ai aaa cae esentutl aaia da aai 13 Diamonds i iaiia iain iaeoa diaaa iiia aada i a a aadi d ai iaa 13 Re ne UE 14 E E ENE T E EL EEE TEE TAAA EEE AEN A E EAE E cvaetuzies 14 Installing Reporting for Contact Cemter cee eeeeaeeseaeeseeeecaeeseaaeseneeesnaeeeseaaeseeeeee 16 Contact Center Connechon leeren kkEn err E ERNE EENEN KREE CEEE R ONA REAA ENEAS E RAN Naa KAER AESA EEN ENANA EERE KRAAS 19 FiistoniGal ne e EE 21 Real TIME teg siscssitssecsstissncsaesazeceseatasecestaasecnnaraaaanearascenaaaaaceatdaaseceasaadaeesahagageaadaaseeaaasaaeeaaaaegeaenaay 23 SOMWare Walboarde cesce esee ere s TE EEA ERRARE KAES Ae Erna AEEA KAES eO ALAE SERERE 26 Hardware WallbO ard a r aa r a aa a a aa aa a aa a A r aaa a SEET Ee a aaen 28 Prnt Schedles st eber EEr E REA aaar E a EE EAEAN SES e 30 Raising a Case Information Gathering cccccsssssseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeenees 33 Web Host PC Troubleshooting
47. TP and HTTP HTTPS although HTTP is the only service used by Nortel Reporting for Contact Center Commonly called IE This is a Web browser that comes with Microsoft Windows All the administrative and user interactions with Nortel Reporting for Contact Center are conducted through a series of Web pages that are accessed through Internet Explorer browser sessions Internet Protocol address The address of a device attached to an IP network TCP IP network Every client server and network device must have a unique IP address for each network connection network interface Every IP packet contains a source IP address and a destination IP address The Java Runtime Environment or JRE is a software bundle from Sun Microsystems that allows a computer system to run a java application This bundle includes a Java Virtual Machine and a set of standard class libraries Text files stored on the Web host PC that collect debug information and XML from the Contact Center MySQL is a multithreaded multi user SQL Database Management System DBMS The mysqldump client is a backup program It can be used to dump a database or a collection of databases for backup or for transferring the data to another SQL server not necessarily a MySQL server The dump contains SQL statements to create the table or populate it or both Offline content are complete Web pages that have been stored on a computer for browsing when the user is not connected t
48. Viewer does not automatically install on the Client PC you will not be able to view reports you will see the Report Viewer window with a red X in the top left corner If you see this in the Report window start the installation process manually as follows 1 On the Web Host PC in Program Files Common Files Crystal Decisions 2 0 crystalreportviewers ActiveX Viewer en locate the file npviewer exe Reporting for Contact Center Troubleshooting and Maintenance Guide 98 Client PC Troubleshooting Copy npviewer exe to the Client PC 2 To install the ActiveX Viewer double click on the npviewer exe file on the Client PC Click Next in the Welcome window see Figure 33 Crystal Report ActiveX Viewer Welcome Window Welcome Welcome to the Viewers Setup program This program will install Viewers on your computer It is strongly recommended that you exit all Windows programs before running this Setup program Click Cancel to quit Setup and then close any programs you have running Click Next to continue with the Setup program WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law coca Figure 33 Crystal Report ActiveX Viewer Welcome Window 3 A message box will be displayed asking to continue the
49. Web Host PC perform the following 1 Click on Start gt Settings gt Control Panel gt Add or Remove Programs gt MySQL Server 4 1 2 Click the Remove install button Perform the following steps to install MySQL Server 4 1 on the Web Host PC 1 Open Windows Explorer and navigate to the Reporting for Contact Center installation folder typically this is C Program Files Nortel Reporting for Contact Center Double click the MySQLInstall folder Double click on mysql essential 4 1 14 win32 Click Next Ensure that Typical is selected as the setup type and click Next De ager Soe 1h NN40020 402 Web Host PC Troubleshooting 39 6 Click Install 7 After the install has completed select Skip Sign Up and click Next 8 Ensure the Configure the MySQL Server Now check box is selected 9 Select the Standard Configuration option and click Next 10 Change the Service Name to MySQL4 and select the Launch the MySQL Server automatically check box Click Next 11 Clear the Modify Security Settings check box and click Next 12 Click Execute The mysqldump utility mysqldump is a utility included in the MySQL MySQL Server 4 1 bin folder of the MySQL installation on the Web Host PC This can be used to create a file which contains all of the SQL statements required to re create the Reporting for Contact Center statistical and configuration database It can also be used to restore the backed up data Backing up the MySQ
50. Webex Support Center This provides a rich and dynamic environment for conducting real time customer support sessions over the Web Nortel Support can view remotely control and annotate a customer s applications or entire desktop to analyze and solve problems thereby enhancing the effectiveness of traditional telephone based customer support For example a customer can be shown how to use an application or they can troubleshoot it directly on the customer s computer Files can be transferred to and from a customer s computer to analyze them or to install updates or patches See ActiveX Viewer in this Glossary Abbreviation for Report and typically refers to the Historical Report XML stream from the Contact Center Real Time this refers to the Real Time XML stream from the Contact Center Typically refers to anti virus packages that block certain scripting functions for example blocking file access Administrative tools as part of a management console that run in the background These service applications are programs routines or processes that perform specific system functions to support other programs particularly at a low close to the hardware level Service applications provide features such as client server applications Web servers database servers and other server based applications to users both locally and across the network Some examples of services are the MySQL4 service voicemail service and World Wide Web P
51. a stream from the Contact Center is enabled by the following 1 Open CallPilot Manager by entering the following location in the browser Address bar http BCM IP Address callpilotmanager Enter the User ID and Password and click Submit 3 From the navigation menu on the left click Contact Center Reporting for Contact Center Troubleshooting and Maintenance Guide 72 Web Host PC Troubleshooting 4 Select General Properties to open the Contact Center Properties page 5 Delete any password in the CC Reporting Server Password field and re enter the Contact Center Reporting Server Password 6 Confirm the password in the Confirm Password field 7 Ensure the Enable CC Reporting Data Stream check box is selected 8 Click Submit to accept the changes From Reporting for Contact Center attempt a connection to the Contact Center by the following 1 Open the Contact Center Connection page as described in Contact Center Connection page item on page 86 2 Enter the details into the Contact Center Connection page including the newly confirmed CCRS password and click Submit The Download Data window should display call data downloading from the Contact Center Another method for confirming the CCRS password and to verify that XML data is being received from the Contact Center execute the CCRS Test page as follows 1 See CCRS Test Page on page 110 for instructions on how to execute the CCRS Test page 2 Ensure th
52. 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 i 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 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 No Key Code The keycode used to turn on the CCRS data stream is not present Enter the correct keycode No Contact Center Key Code The keycode used to enable the Contact Center application is not present Enter the correct keycode CCRSNDP Disabled The CCRS data stream is disabled Enable the CCRSAppServer in the Element Manager Server Busy The server is too busy to handle the request too many simultaneous users
53. anager From Element Navigation Panel expand Network Elements and select your BCM system to connect to Enter the User ID and Password and click Connect 3 From the Task Navigation Panel select the Administration tab Expand the General folder and click Service Manager A list of all the services on the BCM is displayed 5 Locate postgres service and ensure it is set to Enabled and Running If not select postgres service and click Stop In the confirmation message box click Yes to stop the Postgres service Wait 30 60 seconds Select postgres from the list of services and click Start Click Yes in the warning message box to confirm restarting the service Wait 30 60 seconds for Postgres service to restart Starting the database service on a BCM50 2 0 system 1 Log on to the PC hosting the Contact Center Reporting Server CCRS also known as the Application Server or AppServer as an Administrator Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services Locate MSSQL NN_CCRS Service Ensure the service is set to Started and Automatic startup If the service is not running select MSSQL NN_CCRS Service right click and select Start If the service startup type is not set to Automatic right click on the service and select Properties to open the MSSQL NN_CCRS Properties window On the General tab change Startup type to Automatic Click Apply and click OK CCRefusedConnection Co
54. ard for printCaller 8 Click Next The Scheduled Task Wizard password confirmation window will open as shown in Figure 28 Schedule Task Wizard password confirmation window NN40020 402 Web Host PC Troubleshooting 83 Scheduled Task Wizard Kb x Enter the name and password of a user The task will tun as if it were started by that user Enter the user name domain user Enter the password ors Confirm password lesssssss If a password is not entered scheduled tasks might not run EES Figure 28 Schedule Task Wizard password confirmation window 9 Enter your Windows user name into the user name field If you are on a domain enter that before in the user name in the following way domain user if you are unsure if you are on a domain or what your domain is consult your network administrator Typically your domain is shown on the logon screen of Windows Click Next Scheduled Task Wizard i x You have successfully scheduled the following task B printCaller Windows will perform this task Run at system startup Click Finish to add this task to your Windows schedule lt Back Cancel Figure 29 Successful Windows schedule of printCaller Reporting for Contact Center Troubleshooting and Maintenance Guide 84 Web Host PC Troubleshooting 10 Click Finish to schedule printCaller to execute on Windows startup See Figure 29 Successful Windows schedule of printCaller 1
55. at your PC and Contact Center platform times are the same IP Address of the Hardware Wallboard To obtain the correct IP Address of the Hardware Wallboard perform the following 1 Disconnect the Wallboard from its power supply 2 Reconnect the power supply The IP Address will be displayed shortly Pause in parameter count on the Hardware Wallboard If the wallboard parameters do not refresh every 1 or 3 seconds but display a pause in the count for instance in the QT time the Microsoft Indexing Service may be running on the Web Host PC or the Client PC that the hardware wallboard is directly connected to The Microsoft Indexing Service helps to create fast searches of files on your PC But this can also take up a lot of processor usage on your PC This will in turn slow down other processes running on your PC including the wallboarddriver exe process that updates the parameters to the wallboard To prevent this from happening stop the Indexing Service and set it to start up manually as follows 1 From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services 2 Click on the Extended tab and locate Indexing Service 3 Right click on Indexing Service and select Stop Once Indexing Service has stopped running on your PC check that the startup type is set to Manual If this is not set to Manual go to step 4 1 Right click on Indexing Service and select Properties to open the Properties window
56. ator is red This table also describes how the user is to resolve the issue Reporting for Contact Center Troubleshooting and Maintenance Guide 90 Web Host PC Troubleshooting Error message InvalidRequest VMServiceNotRunning InvalidPassword NoKeyCode NoCCKeyCode CCRSDisabled ServerBusy CannotConnectToCC CannotConnectToDB CCRefusedConnection HistoricalReqOver3 Hours UnknownServerError Description of the issue The request from the client application is not valid restart the RCC Launcher The Voicemail service is not running on the Contact Center Restart the Voicemail service on the Contact Center through the Element Manager 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 The keycode used to turn on the CCRS data stream is not present Enter the correct keycode The keycode used to enable the Contact Center application is not present Enter the correct keycode The CCRS data stream is disabled Enable the CCRS AppServer in Element Manager 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 The CCRS cannot contact the Contact Center Could not connect to the database Indicates that the Contact Center refused to register the AppServer The request
57. aunch PrintCaller Refer to the sub section Launching PrintCaller on page 85 Reporting for Contact Center Troubleshooting and Maintenance Guide 32 Flow Charts NN40020 402 33 Raising a Case Information Gathering 5 This section details what to check for and the information to collate when problems arise in Reporting for Contact Center The following would be asked by and should be provided to Nortel Support personnel when troubleshooting Reporting for Contact Center try to complete as many questions as possible 1 Is this a new installation Yes No If Yes the following should be determined e What was the previous software running on the equipment e Was the issue present on that software or did the issue start after upgrade Detail a description of the issue e What was the time and date of the first occurrence of the issue e What is the frequency of the issue e Were there any changes to the configuration or system before the issue occurred e Is the issue reproducible Yes No 3 What are the steps or conditions to reproduce the issue 7 8 9 If the issue is not reproducible what were the exact actions taken before the issue occurred The name version as well as the Service Pack and any hot fixes and language of the Operating System of the PC running Reporting for Contact Center Also whether the Operating System is an Original Equipment Model OEM or a Microsoft build Versio
58. ble 5 A sample of acceptable date and times for requesting historical XML data 0 0 ce eeeesseeeeesecneeseeeeeeeeee 112 NN40020 402 How to Use this Guide 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 Introduction Flow Charts Raising a Case Information Gathering Web Host PC Troubleshooting Client PC Troubleshooting BCM and CCRS Troubleshooting Glossary References Index Provides a brief overview identifying the organization of this guide Provides an overview of the Reporting for Contact Center Troubleshooting and Maintenance Guide Information is also included on getting help from Nortel Flow charts to aid the user in troubleshooting a problem encountered in Reporting for Contact Center Details the information from Reporting for Contact Center and the Contact Center to gather for Nortel Technical Support when troubleshooting a problem 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 Typical problems and solutions for troubleshooting a Client PC Typical problems and so
59. by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager To connect to the BCM system under Element Navigation Panel expand Network Elements and select the system to connect to Enter the User ID and Password and click Connect From the Task Navigation Panel select the Administration tab Expand the General folder and click Service Manager A list of all the services on the BCM is displayed Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running voicemail For a BCM 4 0 system only the following service should also be verified CCRSAppServer If any of these services are not running select the service and click Start Click Yes in the warning message box to confirm start up of the service Wait 30 60 seconds for the service to start If the service does not start contact Nortel Support 2 There are multiple PCs attempting to access the Contact Center Refer to the ServerBusy section on page 94 for resolving multiple PCs accessing the Contact Center NN40020 402 Web Host PC Troubleshooting 95 CannotConnectToDB This XML error is the result of the Database Service being stopped on the Contact Center server side Perform the following procedures for either a BCM 4 0 or a BCM50 2 0 system Starting the database service on a BCM 4 0 system iR Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element M
60. ceeececeeeeeeeeeeceeeeseaeeeeaae sense seeeeceaaeseeaaesgcaeeesaaeseeaaeeeeeeeeeneess 46 Java Runtime Environment 48 Java overview and installation cccccccceeceeeeeeeeeeeeeeceaeeecaaeseeaaeceeeeecaeeesaaeeseeeeseaeeesaesseneeseeeseas 48 JaVa Version elle Ee UE 48 Real Time screens are not displayed correctly 0 ee cceeeeeeeeeeeeeeeeeeeaaeeeeeeaeeeeeeaeeeeeeaeeeeneaas 48 AVE EE eege hee 51 Real Time screens are displayed but no data is seen clearing the Java Cache 51 el UE 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 cccccccecceceeeeeeeeeeeeeeeseeeeeeeaeeeeaaesecaeeesaaeeeeaaeseeeeseaeeesaeeseneeseaees 54 Uninstalling other Trewalle cee eeeeaeeeeaeeseeeesaeeeeaaeseeeeeseeeeenaeseeneeeeee 54 WIndows e EE 54 Norton Internet Security and Personal Eirewall 56 Zone Alarm and Ee nl EE 57 APU IC 58 Anti Virus Software Slowing Down the File System c ccccceeesceceeeeeeeeeeeeeeeeeeeeseeeesaaeeeeeeeee 58 Cannot Access the Login Page ccsscceeceececeeceeeeeeeeeeecaeeeeaaeeeeaeeeeaeeeeaaeeseaaesecaeeesaeeseaeeseneeesaes 59 Turning off script blocking in Norton Anti Virus 2001 59 Turning off script blocking in Norton Anti Virus 2002 or 20072 59 Blank dialog boxe Siin neiaa REESEN 60 McAfee 8 0i Anti Virus software ceccceceteceeeeeeeee
61. continue the download Technical information Invalid Data from 2006 04 03 10 27 44 Invalid Data to 2006 04 03 13 27 44 To bypass the invalid data above please click the Skip button To bypass all invalid Contact Center Data for the current download click the Skip All button WARNING By clicking the Skip button below you will lose any data between 2006 04 03 10 27 44 and 2006 04 03 13 27 44 By Clicking the Skip All button you will lose all data for the current download You will not be able to recover this data and as a result you will lose statistical information If you do not wish to perform this action please contact the appropriate Nortel Contact Center Technical Support personnel to resolve this issue you will need to inform them of the information above Skip All Retry Cancel 3 The Administrator can click Skip to process XML data from the Contact Center but oneous invalid chunk of XML Clicking Skip All will bypass all bypassing the err invalid XML data from an initial download from the Contact Center Retry will retry again and Cancel will not process any XML and return the the same request Figure 54 ERROR Invalid Data Detected page Administrator back to their previous page Incompatible XML The voice mail version on CC is strongly linked to the RCC version XML incompatibility occurs when the Reporting for Contact Center client application has a different schema version to that of the XML schema in
62. ct Center Troubleshooting and Maintenance Guide 50 Web Host PC Troubleshooting Internet Options EE General Security Privacy Content Connections Programs Advanced Settings amp Java Sun Use JRE 1 5 0_06 for lt applet gt requires restart Ej Microsoft YM C Java console enabled requires restart C Java logging enabled JIT compiler for virtual machine enabled requires restart WW Multimedia Enable Automatic Image Resizing Enable Image Toolbar requires restart Play animations in web pages Play sounds in web pages Play videos in web pages C Show image download placeholders Show pictures Smart image dithering Printing v a Restore Defaults Figure 6 Use JRE 1 5 0 Option under Advanced Tab in Internet Properties Dialog Box If the Use JRE 1 5 0_ version for lt applet gt option is not available JRE version 1 5 0 must be installed Go to step 6 3 Ifthe Real Time screens are still being displayed incorrectly uninstall JRE version 1 5 0 by selecting from the Window taskbar Start gt Settings and then click Control Panel The Control Panel window appears 4 Double click the Add or Remove Programs icon The Add or Remove Programs dialog box appears 5 Under J2SE Runtime Environment 5 0 click Remove Click Yes to confirm uninstalling the program 6 Re install Java Runtime Environment 1 5 0 on the Web Host PC by opening C Program Files Nortel Reporting for Contact C
63. d RCC When applying a voice mail patch consider the RCC and voice mail in terms of schema Refer to the release notes for both the voice mail patch and the RCC patch The RCC patch release notes will include a voice mail patch dependency and the voice mail patch release notes will include an RCC patch dependency For example BCM370 125 RCC includes the following dependency e Voicemail v 37 01 04 22 BCM370 119 VM includes the following dependency e Required patches BCM_370 125_RCC 61 209 Reporting for Contact Center Troubleshooting and Maintenance Guide 120 BCM and CCRS Troubleshooting You can safely apply both and install this version of RCC without an XML incompatibility problem Refer to Upgrade and Patch procedure for the BCM and Reporting for Contact Center on page 120 prior to making changes Upgrade and Patch procedure for the BCM and Reporting for Contact Center Do not to use Reporting for Contact Center on a Web Host PC to avoid problems during an upgrade of the BCM or when applying a voicemail patch or service update Refer to the accompanying documentation on the correct procedure to be performed Before upgrading BCM for example from BCM 3 7 to BCM 4 0 just prior to the upgrade uninstall RCC and re boot the Web Host PC Voicemail Patch procedure Before applying a voicemail patch check the Release Notes for dependencies if you also need to install a later version of RCC Uninstall R
64. database tables Table Name Operation Performed Result Type Operation Result Detail cerdb rptagentdata check warning Table is marked as crashed Summary of table checks cerdb rptagentdata check warning 3 clients is using or hasn t closed the table properly cerdb rptagentdata check error Wrong bytesec 0 0 0 at linkstart 41388 Print view of table cerdb rptagentdata check error Corrupt summaries cerdb rptagentidletime check warning Table is marked as crashed ccrdb rptagentidletime check warning 2 clients is using or hasnt closed the table properly Fix corrupted tables cerdb rptagentidletime check error Size of indextile is 312320 Should be 319488 cerdb rptagentidletine check error Size of datafile is 830412 Should be 851895 cerdb rptagentidletine check error Corrupt Checking database tables 3 Printer Friendly Version Back to Top oO Select from the list below the corrupt tables to repair cerdb rptagentdata cerdb rptagentidletime Select All Corrupt Tables Reset Tables 5 Fix Selected Table s C bei III Qtocalintranet Figure 2 Table Summaries page To view a printer friendly version of the status of checked database tables click on the Printer Friendly Version link below the Table Status display or click the Print view of table summaries link from the left menu 6 You can select one or more Reporting for Contact Center database tables from the list box of corrupted tables to repa
65. dates for the Real Time screens and wallboards and Historical information for the reports Extensible Markup Language defines all data content from the Contact Center Reporting for Contact Center Troubleshooting and Maintenance Guide 130 References 10 1 Reporting for Contact Center Setup and Operations Guide NN40040 302 Document Version 05 01 September 2006 2 Reporting for Contact Center Reports Explained NN40010 600 Document Version 03 01 September 2006 3 Contact Center Set Up and Operation Guide NN40040 301 Document Version 01 01 September 2006 4 ip View Software Wallboard Setup and Operation Guide NN40010 500 Document Version 03 01 September 2006 Keycode Installation Guide NN40010 301 Document Version 02 01 September 2006 6 Upgrade Guide N0060597 Document Version 01 June 2006 Nn Reporting for Contact Center Troubleshooting and Maintenance Guide References 131 Index A ActiveX Report Viewer 21 48 97 98 99 103 123 124 127 128 Ad Blocking 76 77 123 Administrator 9 15 25 34 41 71 75 90 95 115 116 117 118 123 129 Adobe 126 Agent 33 123 Anti Virus Software 52 58 59 60 76 77 79 128 B Backup 39 40 123 Browser 123 Business Communications Manager 9 53 54 71 72 73 74 75 79 91 92 93 94 95 109 112 119 123 C CallPilot 25 33 70 71 72 74 91 92 CCRDB 35 39 40 41 124 125 CCRS 20 24 72 92
66. e Administration tab T7 Expand the General folder and click Service Manager A list of all the services on the BCM is displayed Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running a voicemail b For a BCM 4 0 system only the following service should also be verified c CCRSAppServer If any of these services are not running select the service and click Start Click Yes in the warning message box to confirm start up of the service Wait 30 60 seconds for the service to start If the service does not start contact Nortel Support Reporting for Contact Center Troubleshooting and Maintenance Guide 94 Web Host PC Troubleshooting ServerBusy The user should contact their network administrator or support technician to diagnose if multiple PCs are connecting to the same Contact Center Restart RCC Launcher as described in InvalidRequest on page 90 CannotConnectToCC The Contact Center Reporting Server can not connect to the Contact Center This can be due to either one of the following reasons 1 The Contact Center is disabled The Voicemail and CCRSAppServer on BCM 4 0 only Services have to be started 2 There are multiple PCs attempting to access the Contact Center 1 The Contact Center is disabled Perform the following steps to start the Voicemail and CCRSAppServer on BCM 4 0 only Services a mp pe Co kent j Open Element Manager
67. e CCRS password is the same as that configured in CallPilot Manager Once the CCRS Test page is submitted XML data should be returned and not display an InvalidPassword XML error page as shown in Figure 50 InvalidPassword XML error in CCRS Test page No Key Code Perform the following steps to check that the keycode for the CCRS data stream is active 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager 2 To connect to the BCM under Element Navigation Panel expand Network Elements and select the BCM 3 Enter the logon User ID and Password for an administrator and click Connect 4 From the Task Navigation Panel select the Configuration tab 5 Expand the System folder and click Keycodes A list of all the keycodes on the BCM are displayed as well as those that have not been activated 6 Verify that the following Keycodes are flagged as ACTIVE e ICC e ICC Skillset at least one NN40020 402 Web Host PC Troubleshooting 73 e ICC Reporting If the keycodes listed in step 6 are not active and the user requires them on the BCM system contact your distributor who can verify whether or not the system needs the keycodes This will be done through the Nortel Keycode Retrieval System KRS No Contact Center Key Code Perform the following steps to check that the Contact Center application keycode is enabled 1 Open Element Manager by clicking on Start gt Programs
68. e User can log back into Reporting for Contact Center to generate reports without errors NN40020 402 Web Host PC Troubleshooting 45 Internet Information Services IS overview and installation Microsoft Internet Information Services IIS is a set of Internet based services for servers using Microsoft Windows IIS provides Web application infrastructure for Reporting for Contact Center Ensure that the full suite of Microsoft Internet Information Services is installed and operational on the Web Host PC and that the Default Web Site is enabled To install Microsoft Internet Information Services and check the default Web site see Reporting for Contact Center Setup and Operations Guide NN40040 302 IIS version compatibility The following table Table 1 IIS version compatibility with Microsoft Windows Operating Systems is a list of different versions of IIS and the Microsoft Windows Operating System compatibility Operating System IIS Version Windows NT 4 0 IIS 4 0 Windows 2000 IIS 5 0 Windows XP Professional IIS 5 1 Windows Server 2003 and IIS 6 0 Windows XP Professional Table 1 US version compatibility with Microsoft Windows Operating Systems Recreating Virtual Directories Reporting for Contact Center uses virtual folders which are created during an installation of Reporting for Contact Center on the Web Host PC These are e rce e javadist e viewer9 Virtual folders not created i
69. e browser window may be caching an older version of Reporting for Contact Center In this case press Ctrl F5 to refresh the page with the current version of Reporting for Contact Center Other error messages If a User is encountering problems generating reports on their PC with a The page cannot be displayed message or any other error message refer to Errors on Generating Reports on page 41 for repairing any MySQL database corruption NN40020 402 Web Host PC Troubleshooting 69 Real Time screens Connection Status not green If the Real Time screen is displayed but the Connection Status indicator on the bottom left of the screen is not green then the RCC Launcher or MySQL Service may not be running Restarting RCC Launcher Service To check that the RCC Launcher application is running perform the following 1 Open the Windows Task Manager by pressing Ctrl Alt Delete 2 Click Task Manager 3 Click the Processes tab 4 Search for the item RCCLauncher exe If it does not appear in that list then RCC Launcher is not running To start RCC Launcher perform the following 1 From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services 2 Click on the Extended tab and click on RCC Launcher 3 From the left of the Extended window click on Start to restart the RCC Launcher Server or right click on RCC Launcher and select Start 4 Close the Services Administrative Tools and Control
70. eb Host PC Troubleshooting ZA This URL is not allowed to be proxied Microsoft Internet Explorer BAR File Edit View Favorites Tools Help a Q tec QJ DN a A PO Search P Favorites L E ae Ce z Las 3 Address http 4 10 1 1 51 freefschedule _pages schedule_index asp E Go Links 7 rk X This URL is not allowed to be proxied The proxy s access control configuration denies access to the requested object through this proxy VI Local intranet Figure 16 Proxy server denying access to RCC For the Client PC to be able to access the Web Host PC the User can do one of the following on the Client PC Either 1 Disable the proxy server see Disabling the proxy server on a Client PC or 2 Ifthe Proxy server has to be active allow the IP Address of the Web Host PC as an exception in the proxy server settings See Allowing exceptions on the proxy server Disabling the proxy server on a Client PC Follow steps to 4 under Disabling Proxy server on page 61 for the Client PC Allowing exceptions on the proxy server Allow the IP Address of the Web Host PC as an exception in the proxy server settings as follows a On the Tools menu in Internet Explorer click Internet Options click the Connections tab and then click LAN Settings See Figure 17 Selecting LAN Settings from Connections window The Local Area Network LAN Settings window will be displayed NN40020 402 Web Host PC Troubleshooting 65 I
71. ection The Contact Center Connection page will be displayed in the browser window Page cannot be displayed message If Internet Explorer 5 x or Internet Explorer 6 x browser is being used to access Reporting for Contact Center Web pages and the message Page cannot be displayed is displayed in the browser window friendly HTTP error messages may be enabled Internet Explorer friendly HTTP error messages mask the actual text of an HTTP 500 message that is sent to the browser To disable friendly HTTP error messages perform the following 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 31 Internet Properties Dialog Box NN40020 402 Web Host PC Troubleshooting 87 Internet Properties General Security Privacy Content Connections Programs Advanced Home page lA You can change which page to use for your home page Address ttp iflex ca nortel com Use Current Use Default Use Blank Temporary Internet files La Pages you view on the Internet are stored in a special folder for quick viewing later Delete Cookies Delete Files Settings History The History folder contains links to pages you ve visited for 6 quick access to recently viewed pages Days to keep pages in history 20 Fa Clear History Figure 31 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 31 Internet
72. eeceeeeceaeeeseaeeseeeeeseaeeesaaeeseaeeseeeeesaeeneaeeeeaes 60 Proxy EE 61 Proxy settings for BOM A 0 61 Proxy settings for BCM50 20 61 Neie Reder 61 URL not allowed to be proxied error MESSAGE eeeeeeeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeteaeeeeeteeeaaeeeeeenaeees 63 Disabling the proxy server on a Client PDC 64 Allowing exceptions on the Proxy ener 64 Pistorncal el TEE 68 Error On Page in Report VIOW Sl h cctcccteececssncecdeekteucephante coded ince cdevddeeca ste leeddsslages chudanevecvund sede Levys cuted 68 GELEET 68 Real TIME SCEONS erise ea sect cy EErEE Enee REN EAEN SEE EERENS EE GEEN AE EREA AAR stent eet GEET EE 69 Connection Status not green 2 ceeececeeeeeeneeceeeeecaeeeeeaeeceeeeecaaeeeeaaeseeeeesaeeesaaaeseeeeeseaeeesaeeseneesenees 69 Restarting RCC Launcher Service AAA 69 Restarting MySQL Service AA 69 Connection Status is red with error message ttnn nenn nnt 70 Error messages in Real Time screeng ce eeeeeeeeeeeeeeeeeeeeeaeeeeeeeaeeeeeeaaeeeeeeaaeeeeseeaaeeeeseaeeeeeeaas 70 Slow Updates on Real Time Gcreen nenn nnt 75 Web Host PC Requires a Host File ent 75 Real Time screens are not displayed eee eeeeaaeeeeeeesaeeesaaeseeaeeseeeeetaaeeneneeees 76 Ad Blocking in Norton Internet Security cccceeeeeeeeeeeeeeeeeeeeeeceeeeeeeaeeesaaeeseeeesaeeesaaeeeeeeeeaas 76 Eer DEER 78 ipView SoftBoard and Wallboard Gummares eese nesrnssrnnsrnssrrnssnnsrnssrnssrnssrnssrnnsnns 78 IP Address of the Hardware Wallboard scen
73. een as follows https 10 1 1 103 8088 voicemail cgi bin CCRSNDP exe Microsoft Internet Explorer 5 x File Edit view Favorites Tools Help ae Q ex H GA 7 x EN JO Search 5 Favorites Le Za z kd x eo Si e Address https 10 1 1 103 8088 voicemail cai bin CCRSNDP exe sl E o Links amp lt xml version 1 0 encoding us ascii gt lt ErrorData gt lt ReqTime gt 2006 06 20T15 32 09 lt ReqTime gt lt Time gt 2006 06 20T15 32 09 lt Time gt lt RegString gt bemip 10 1 1 1039 3A48088_ssl yes_QType RPT_QStartDate 2006 06 20_QStartTime 03 3A00 3A00_QEndDate 2006 06 20_QEndTime 06 3A00 3A00_QDataType ALL_KKPW 1234 lt RegString gt lt Reason gt InvalidPassword lt Reason gt lt ErrorData gt Figure 50 InvalidPassword XML error in CCRS Test page The XML elements that appear in an XML error in the CCRS Test page are as follows e ReqTime is a standard field displaying the time that the request was sent to the Contact Center e Time is the current time in the Contact Center e RegqString is the information sent to the Contact Center by the CCRS Test page Reporting for Contact Center Troubleshooting and Maintenance Guide 114 BCM and CCRS Troubleshooting e Reason is the reason why the XML error occurred In the XML error example in Figure 50 InvalidPassword XML error in CCRS Test page the reason given is InvalidPassword indicating that the password
74. elect Yes in the SSL field for a secure connection to the Contact Center To get Historical XML data from the Contact Center select RPT from the Qtype field To get Real Time data select RT in the Qtype field 6 Leave the date and time fields blank if requesting Real Time XML data from the Contact Center If requesting Historical XML data specify dates and times making sure that the times entered are equal to or less than 3 hours This is because the Contact Center returns XML data requests in no more than 3 hourly packets of data An example of acceptable Reporting for Contact Center Troubleshooting and Maintenance Guide 112 BCM and CCRS Troubleshooting date and time values is given in Table 5 A sample of acceptable date and times for requesting historical XML data as follows QStartDate QStartTime QEndDate QEndTime 2006 09 14 12 00 00 2006 09 14 15 00 00 8 Table 5 A sample of acceptable date and times for requesting historical XML data Enter the CCRS password in the CCRS field Click Submit Query to get XML data from the BCM See Figure 49 XML data from the BCM 4 C Documents and Settings Aishak My Documents CR s Miscellaneous CR BCM 3 6 rebo BAR Fie Edit view Favorites Tools Help a ZE gt EN a A JO search 5 Favorites amp B da L E 33 i vli Address Je C Documents and Settings Aishak My Documents Y Go Google Til lt xml version 1 0 encoding UT
75. em 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 From the Logging Menu page click Activate Logging 4 Log file location displays the location of the Reporting for Contact Center log files 2 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 ip View SoftBoard to echo to the hardware wallboard Again echo the SoftBoard to the loop back IP Address 127 0 0 1 to activate
76. enance Guide 6 List of Figures List of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Figure 18 Check Tables pate serss s c sivseresoevsnnstestoanebt nn hiee uuteevevetasesteateanel ai R aa iba geren nesy 42 BEIENEE 43 Repaired Tables E 44 Page cannot be foundserror Message dee Edel EES Ate edit 46 Intertiet Properties Dialog BO sannir ins eege edel 49 Use JRE 1 5 0 Option under Advanced Tab in Internet Properties Dialog BOX 0 eceeeeseeeeceseeeceseceeeecneeeeeeaees 50 Clearing the Java Cache Control Panel 51 Clearing the Java Cache Java Control Panel 52 Clearme the Java Cache Prompt irine ea E EA E E E E A E E Ea 52 Windows Fir wall turned on dialog DOXieetani aarne e EE AE EE E EE E KA ET EEE es 55 Adda Port window ii iictuned geed ia E EE E EEE E E Ea EE A A E R E ies 56 Nort Anti Vir s Options Screen ennea er eaaa E ENEE ee EEEE EE E A EE EEE Ee 59 Norton Anti Vir s Options Dialog sicie cree enaar S a E EK AEA E A AEE REEE 60 Selecting LAN Settings from Connections Window ssesesssssssssierersstststetseststetetstsseststerstsessestsesrererstssrseseee 62 Disabling proxy serverin LAN Settings see Arman nati seni CC 63 Proxy server denying access to RCC sennie oaa e E eE A E A E 64 Selecting LAN Settings from Connections Window scscsscss
77. ended settings click Default Level Custom Level Default Level Figure 37 Security Tab in Internet Properties Dialog Box 3 Click Sites to open the trusted sites dialog box see Figure 38 Trusted sites Dialog Box Reporting for Contact Center Troubleshooting and Maintenance Guide 102 Client PC Troubleshooting Trusted sites You can add and remove Web sites from this zone All Web sites in this zone will use the zone s security settings Add this Web site to the zone Web sites Require server verification https For all sites in this zone Figure 38 Trusted sites Dialog Box 4 Clear the Require server verification https for all sites in this zone check box and enter the IP Address of your Web Host PC An example is shown in Figure 39 Entering IP Address of Trusted site Replace the IP Address 10 1 1 55 with that of your Web Host PC Trusted sites You can add and remove Web sites from this zone All Web sites in this zone will use the zone s security settings Add this Web site to the zone http 110 1 1 55 Web sites C Require server verification https For all sites in this zone Figure 39 Entering IP Address of Trusted site NN40020 402 Client PC Troubleshooting 103 5 Click Add to add the Web Host PC as a trusted site for the download of the ActiveX Viewer program 6 Click OK to close the trusted site dialog box 7 Click
78. enter Javadist Double click on the file j2re 1_5_0_03 windows i586 p exe to install the Java Runtime Environment When JRE 1 5 0 is installed on the PC you should be able to view Real Time screens correctly NN40020 402 Web Host PC Troubleshooting 51 Java Cache Real Time screens are displayed but no data is seen clearing the Java Cache If you can launch the Real Time screens but once loaded you see no data and the connection status is red you may need to clear the Java Cache This is most prevalent when having performed an upgrade if you have not performed an upgrade that is it is a fresh install this will not be applicable To clear your Java Cache open up the Control Panel and double click on the Java icon E Control Panel File Edit View Favorites Tools Help O Back v 7 Ki Search Folders BA Address Ie Control Panel fi va Control Panel z Accessibility Add Hardware Add or D Switch to Category View Options Remoy i amp See Also a Date and Time Directx Display cl o Windows Update Help and Support A 4 IN cy Internet Jaws PDF Options Creator d Figure 7 Clearing the Java Cache Control Panel 4 This will open the Java Control Panel and by default you will be on the General table click the Delete Files button Reporting for Contact Center Troubleshooting and Maintenance Guide 52 Web Host PC Troubleshooting
79. ential that the user checks that files listed under the section exe files used by Reporting for Contact Center page 53 are not being blocked by your personal firewall Alternatively third party firewall logging can be enabled if the user is unsure whether or not it is blocking a port or application For further information about third party software firewall settings the user can refer to their firewall documentation or consult their support personnel who manage the third party firewall Uninstalling other firewalls If the user encounters one or more of the following problems with their PC more than one firewall may be installed on that PC e Blue screen fatal errors system freezing or sudden system reboots e Every access request is allowed for every application Nothing is blocked e All application and system activities are blocked and the user is unable to connect to any site e The computer is unable to boot up These problems do not relate to a specific firewall but are common to all firewall software It is important that only one firewall is installed on any one PC Windows Firewall If the Web Host PC is a Windows XP Service Pack 2 operating system the incoming firewall alerts the user if it does not detect an active personal firewall program The user can also perform the following steps on the Web Host PC to manually check that Windows Firewall is turned on 1 Click on the Start menu then Settings gt Cont
80. epone a IT Abandoned Calling Line ID Report M Enable Reports Explained Help Get Latest Contact Center Data IT Abandoned Calls Report IT Answered Calls Report IT Call Average Report IT Call Profile Report Incoming Call Report IT Summary Report I Activity Code Report By of Pegs r Activity Code Report By Agent xl fp tvcatintranct Figure 53 Invalid XML data error message 1 Click the Click here for details link to view information about the invalid XML data Note Only the Administrator can see the link Click here for details 2 The ERROR Invalid Data Detected page appears see Figure 54 ERROR Invalid Data Detected page Here the Administrator can see when the invalid chunk of XML data occurred Reporting for Contact Center Troubleshooting and Maintenance Guide 118 BCM and CCRS Troubleshooting Z Nortel Reporting for Contact Center Microsoft Internet Explorer E Oj x File Edit View Favorites Tools Help ay O O l A pl EECH UC KE Address ET http localhost rcc2 4 main BadXML asp SS Go inks oe zs ERROR Invalid Data detected by the RCC Reporting Service Reporting for Contact Center has encountered some invalid data from the Nortel Contact Center that cannot be processed The data download has been halted and to continue you must either contact your Nortel Technical Support representative to resolve this issue or bypass the erroneous data to
81. er a Yes or No answer Depending on the answer you will be redirected to an additional step A No No is represented with a red arrow Yes 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 Schedulea Consult Nortel Report to Print RCC 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 probl
82. er can now commence with downloading data from the Contact Center by logging in to Reporting for Contact Center opening up the Contact Center Connection page see Contact Center Connection page item on page 86 and populating the fields before clicking Submit Database Corruption Errors on Generating Reports If a User is encountering problems generating reports on their PC with a page cannot be displayed message or some other error message there may be a database table corruption issue In this case the System Administrator can execute the Automatic Fix Utility for Reporting for Contact Center Database program from the Web Host PC to check for and repair corrupt tables within the MySQL database Follow the steps in this section to execute the Automatic Fix Utility for Reporting for Contact Center Database on the Web Host PC 1 In the browser Address bar enter the location http localhost rec dbfixutil 2 The Check Tables page appears See Figure 1 Check Tables page Reporting for Contact Center Troubleshooting and Maintenance Guide 42 Web Host PC Troubleshooting RCC Automatic Fix Utility Checking tables in database Microsoft Internet Explorer p Oj x File Edit Mem Favorites Tools Help ae z ea Q O A DO Pswe ras 2 5 BR JOOS Address E http localhostjrce2 1 dbfixutil e Go Links N RTEL See EE Fix Utility for RCC Database 1 Select a table from the listbox
83. es seaeeeeeaeeseneeeseaeeeeaaeeseaeeseeneees 78 Pause in parameter count on the Hardware Wallboard AA 78 Further problems with the ipView SoftBoard or Hardboard 79 Poning repor ss 5 2h 5s oa TEE 80 Accessing networked printers from the Web Host PDC 80 Print Schedules require Windows Jogon scenes seaeeeeaaeseeaeeeseaeeesaeeneneeee 80 NN40020 402 Table of Contents 5 Reports are mot printing EE 85 ENEE 85 Check the print schedule AA 85 PrintCaller application 85 Launching Print aller AAA 85 MisSCellanGOus tege ge AER dE Eed SEENEN ed es 86 Contact Center Connection page Hem 86 Page cannot be displayed message 86 lu EE 88 Error message refers to MvGCO 88 Error message mentions ACCESS dente 89 Error in Download Contact Center data WINdOW sesseesssessseessessieeiesinttntennntnnnnnnrennenn e 89 Client PC TroubleShooting sicic ccissieesssstrectnderasdessanansiaceunvssaceeanseauaiausunsaneenauauneduawerees 97 Real Time E EE 97 Real Time Screens and Java Runtime Environment on Client PDC 97 Ee le E ET 97 Crystal Reports ActiveX Report Viewer 97 Manual Installation of ActiveX Viewer seseesssssessisssrssrrssrsssrrssrnssinssrnssrnssrnssrnssrnssrnnssrnssnns 97 ActiveX Viewer download blocked eccccceeceetececeeeeeeeaeeeeneeseeeeeseaeeesaaaeseneeeseaeeesaeeseaeeesaes 99 Conflict of applications Using Crystal Reports c ccccccessseceeeeeeeeeeeeaeeeeeeeeseeeesaeeeeeeeeaes 103 Intern
84. essessecseesecsecaeesecneescesaeeecsaecaeesecneesaecaeeseeneeseseaeenes 65 Proxy server enabled in the LAN Settings Window csescsssscesseceeseceesecseeeecsaeceeesecseesecsaeecsaecaessesaeeseenaeseeegs 66 Figure 19 Allowing an IP Address exception in Proxy Settings ccssscesssccssecssesecseeeecsseeeceecsaeeeessecaeesecnesseesaeeeeaecaeeseenees 66 Fisure 20 Example Host EE 76 Figure 21 Ad Blocking option in Norton Internet Security 0 00 cc ceeeeseesscsseeecesecseescesecseesecneeeecsaeeeeaecseesaeeeeaecateseenereeeaeeess 76 Figure 22 Ad Blocking Window in Norton Internet Security 0 0 cece ecesccsseeccesecseeeecneesecsaeeeesaecseeseceecaeesecneesaecaeesecneseeeeaeeess 77 Figure 23 Indexing Service Properties General wimdow 79 Figure 24 Scheduled Tasks window scssscscssesoneseesevesesorcncsvesocenenssvssnsonsnentesonetonsesonevesosensavesenenstsssuvevesenenesbenesosensteseenee 80 Fisure 25 Scheduled Task Wizard ege ENEE EEEE EEEE TEENE a E 81 Figure 26 Schedule Task Wizard Windows programs esesesessessssstsesseeressrseststeetesessststetistststerestettetstsesesteietstssesreteeretsetee 81 Figure 27 Schedule Task Wizard for pm aller 82 Figure 28 Schedule Task Wizard password confirmation Window sccsssscssssceseeecesesseeeeesecaeesecueeeesaeeeesaecaeeseenerseeeaeeees 83 Figure 29 Successful Windows schedule of ppm aller 83 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Fig
85. et Explorer ISSUCS zr arrori ania aA NORE AEA EVRA AAAA EE AT EAE 104 Internet Explorer Cache 104 Launching Reporting for Contact Center from a Shortcut eecceceeeeeneceeeeeeeaeeeenaeeeenees 105 Error on Closing Group of Internet Explorer Windows ssssssssssssssressrnesrnssrnssrnssrnssrnnssrnssns 106 BCM and CCRS Troubleshooting s sseeeeeeeeeeeeeneeeeneeeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeneees 109 Pinging the Contact Centera sisne EE vente eegene ee 109 Resolving pinging failure ON your NetWork ceececeececeeeeeeeeeeeeaeeeeneeceaeeecaaaeeeeneeseaeeesaeessaaeeeenees 109 Checking XML from the Contact Center 110 CCRS Vest Page isaac a ee ti eo tite tet te biel ee ein eae eid 110 Contact C enter re EE 113 neomp X Meser e EE R antl tity eeu E EA E 114 Mad AM a eege Schl thie ton ae abate a a aA 116 Incompatible EE 118 Voicemail patch and RCC 0 0 cccceeceeceeeceeeeeeeneeeeeeeecaeeeeeaeeeeaeeeeeeeeseaeeeeaaeseeeeeesaeeeeaaeseeeeeeeas 119 Upgrade and Patch procedure for the BCM and Reporting for Contact Center ssaasseeeaeeeeaene 120 Voicemail Patch procedure sssssesssesinesrnernsssrnetnnesnnesrnetnnstrnsttustnnsstnnstnstnstnnnennnetnannnenn nent 120 installing CORS EE TEE 120 GIDSS APY E E T 123 Refere NOOS aaraa araar aa amaa am aaam aa aaa aama dui aaa aaa aaae ama aaia aaa aaia aaa aa aiaa aa aiaa iaaa aa aaiae 130 e a ET A E eg 131 Reporting for Contact Center Troubleshooting and Maint
86. gin 25 34 59 75 80 85 86 105 M Maintenance 11 15 34 Microsoft 33 39 40 45 76 78 88 89 99 103 123 125 128 MySQL database 9 17 18 24 34 35 37 38 39 40 41 53 68 69 88 89 124 125 N Nortel Contact Center Reporting Server 9 61 72 91 94 95 109 111 120 124 Nortel Networks Reporting for Call Center 53 Nortel Reporting for Contact Center 9 11 13 14 15 16 17 20 22 24 25 27 29 31 33 34 37 38 39 40 41 42 43 44 45 46 48 50 53 54 55 56 58 59 60 61 63 68 70 72 74 75 77 79 82 86 88 89 90 91 96 97 103 104 105 106 107 108 114 116 118 119 120 121 123 124 125 126 128 129 130 O ODBC 88 89 Operating System 33 45 128 P Password 25 70 71 72 73 74 91 92 93 94 95 129 Port Number 17 24 53 55 56 121 126 Print Schedules 13 30 80 Printer 43 R Real Time screens 13 23 24 25 45 48 50 51 53 58 69 70 74 75 76 77 97 105 111 113 127 128 129 Report Viewer 45 48 68 97 103 108 127 T TCP IP 76 110 125 127 128 129 Reporting for Contact Center Troubleshooting and Maintenance Guide 132 Index Troubleshooting 9 11 37 97 109 U URL 61 63 128 User 9 18 33 38 41 44 48 64 68 71 72 73 74 80 85 89 91 92 93 94 95 97 103 106 110 123 124 125 129 W Wallboard 13 25 26 27 28 29 56 75 78 79 124 127 129 130 Web Ho
87. h and logon to Reporting for Contact Center as an Administrator 2 From the navigation menu on the left click on the Contact Center Connection item 3 From the Wallboard and Real Time Refresh Interval drop down box select 3 seconds 4 Click Submit If the Real Time screens still seem to be slow or sluggish the following section Web Host PC Requires a Host File entry should be checked Web Host PC Requires a Host File entry Check with your Network Administrator to add an entry in the Web Host PC Host file This is a Windows system file and is usually located in the Windows System32 drivers etc folder on the Web Host PC this may be called the Windows System32 drivers etc folder You must enter the IP Address and the network name machine name of the Business Communications Manager to this file Separate the two items by using the Tab key An example Host file is shown in Figure 20 Example Host File Reporting for Contact Center Troubleshooting and Maintenance Guide 76 Web Host PC Troubleshooting Copyright I 1993 1999 Microsoft Corp This is a sample HOSTS file used by Microsoft TCP IP for Windows This file contains the mappings of IP addresses to host names Each entry should be kept on an individual line The IP address should be placed in the first column followed by the corresponding host name The IP address and the host name should be separated by at least one space Additionally comments such as these
88. harts 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 Flow Charts 19 Contact Center Connection Login Admin 0000 change Password when prompted Is the Contact Center Connection page displayed Yes Y Enter CC connection details Does RCC commence Is the Status download of the N 9 gt red CC data Yes Consult Nortel RCC Unblock the Exe s and or Ports L e 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
89. he Internet Explorer icon and select Internet Properties See Figure 36 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 36 you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 Click on the Advanced tab and scroll down to the setting Reuse windows for launching shortcuts see Figure 43 Advanced Tab Settings in Internet Properties dialog box Make sure that the checkbox is cleared Reporting for Contact Center Troubleshooting and Maintenance Guide 106 Client PC Troubleshooting Internet Properties Advanced General Security Privacy Content Connections Programs Settings Enable folder view for FTP sites C Enable Install On Demand Internet Explorer Enable Install On Demand Other Enable offline items to be synchronized on a schedule Enable page transitions C Enable Personalized Favorites Menu Enable third party browser extensions requires restart Enable visual styles on buttons and controls in web pages C Force offscreen compositing even under Terminal Server requ Notify when downloads complete MBB Reuse windows for launching shortcuts C Show friendly HTTP error messages C Show friendly URLs Show Go button in Address bar E Underline links Always Figure 43 Advanced Tab Settings in Internet Properties dialog box 3 Click OK to close the Internet Properties dialog box
90. he logging for the problematic SoftBoard by echoing it to 127 0 0 1 for at least an hour and collecting the log file in the install location of the SoftBoard The Archlog of the Contact Center should be attached to the Customer Service Request CSR with details regarding the time and date of the problem and log stamping BCM logs are stamped by pressing Feature 9 9 from a display telephone this displays a stamp number which should be provided to Nortel for locating the exact point a problem occurred in the logs Refer to the BCM 4 0 Administration Guide N0060598 and BCM50 Administration Guide N0016868 01 for instructions on retrieving log files from the Contact Center Note Before retrieving logs ensure that the Web Host PC system time is synchronized with that of the Contact Center Copy of Reporting for Contact Center logs e The log file location is specified by the Administrator in Reporting for Contact Center Click Admin gt Maintenance gt Logging The path is given under Log files location e Note that if the logging is deactivated a You must activate the logs This is done by the following i Logon to Reporting for Contact Center ii From the navigation menu select Maintenance gt Logging to open the Logging Menu page iii Click on Activate Logging b Leave the Reporting for Contact Center Web Host PC running for a minimum of 1 hour or the report period defined in Reporting for Contact Center in the Co
91. he 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 e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notification of new software and documentation e Search the Support Web site and Nortel Knowledge Base e Open and manage technical support cases Reporting for Contact Center Troubleshooting and Maintenance Guide 12 Introduction 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
92. he virtual folders for Reporting for Contact Center perform the following 1 Click Start gt Run and enter the pathway to the Create bat file in the RunOnce folder The RunOnce folder is in the Reporting for Contact Center folder If you installed Reporting for Contact Center in the default location the path to this file will be Program Files Nortel Reporting for Contact Center RunOnce Create bat on the drive on which you installed Reporting for Contact Center 2 When you have located this file double click on it to launch it You will see a Command Prompt window DOS Window open and then close 3 Try accessing the http ocalhost rcc main login asp page once more Restarting the IIS Service Perform the following to restart the IIS service 1 Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services NN40020 402 Web Host PC Troubleshooting 47 From the Extended window pane select IIS Admin or IIS Admin Service Click on Start to the left of the Extended window or right click on HS Admin and select Start to restart the IIS Service Ensure that the World Wide Web Publishing service is also running by repeating steps 1 to 3 replacing ILS Admin service with World Wide Web Publishing Service Close all windows Reporting for Contact Center Troubleshooting and Maintenance Guide 48 Web Host PC Troubleshooting Java Runtime Environment Java overview and installation
93. in the Command Prompt window after attempting to ping to the Contact Center The user should resolve this with the network administrator The error messages shown on attempting to ping the Contact Center can be one of the following Reporting for Contact Center Troubleshooting and Maintenance Guide 110 BCM and CCRS Troubleshooting Request timed out The IP address is valid but there is no reply from it The most likely cause is a network firewall or a third party software firewall program on the Web Host PC is blocking the ping request Unknown host lt name gt or Ping request could not find host lt name gt The computer name does not exist on the local area network Ensure that the NetBIOS over TCP IP is enabled Destination host unreachable The IP address is not on a local area network and the default gateway can not access it Either there is no default gateway set up the address is wrong or it is not functioning Checking XML from the Contact Center A User may be required to retrieve XML data from the Contact Center for verification purposes such as for Connection to the Contact Center Acceptance of the CCRS password by the Contact Center Response from the Contact Center Immediate view of any Contact Center errors such as InvalidPassword see Contact Center errors on page 113 or Incomplete or invalid XML See Incomplete XML for symptoms of incomplete or invalid XML data from the Contact Center CCR
94. installation on the Internet Explorer browser see Figure 34 Crystal Report ActiveX Viewer Continue Installation Message Box Click Yes to continue Continue Installing Netscape is not detected on this system but Internet Explorer is present and the d Crystal Report Activex viewer can be setup for this browser Continue Figure 34 Crystal Report ActiveX Viewer Continue Installation Message Box 4 Once Crystal Report ActiveX Viewer is installed a Setup Complete window is displayed see Figure 35 Crystal Report ActiveX Viewer Setup Complete Window NN40020 402 Client PC Troubleshooting 99 Setup Complete Setup has finished installing Crystal Report ActiveX Viewer on your computer Click Finish to complete Setup Figure 35 Crystal Report ActiveX Viewer Setup Complete Window 5 Click Finish to complete the setup ActiveX Viewer should now be installed on the Client PC ActiveX Viewer download blocked If Microsoft Windows blocks the download of the ActiveX Viewer program npviewer exe with the message Windows has blocked this software because it cannot verify the publisher perform the following 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 36 Internet Properties Dialog Box Reporting for Contact Center Troubleshooting and Maintenance Guide 100 Client PC Troubleshooting Internet Properties General Security Privacy
95. internet worms The Client Firewall isolates infected computers from the rest of the network Data that is displayed in the Real Time screens or in the historical Reports of Reporting for Contact Center Set Up and Operation Guide This is a generic name for and also forms part of the title of any document that provides the setting up installation and operation of a Contact Center application or platform such as the Contact Center Set Up and Operation Guide A program that is part of the Operating System which provides information about the processes and programs tasks running on a computer as well as the general status of the computer It can also be used to terminate processes and programs as well as change the processes priority Transmission Control Protocol Internet Protocol a protocol developed by the US Department of Defense for communications between computers It has become the de facto standard for data transmission over networks including the Internet TCP and IP are transport and address protocols TCP is used to establish a connection for data transmission and IP defines the method for sending the data in packets A security setting for a Web content zone containing Web sites that the user trusts not to damage their computer or data An example of this is downloading the ActiveX Viewer from the Web Host PC to a client PC The user will add the IP Address of the Web Host PC as a trusted site for the download of the Ac
96. ir or click on the Select All Corrupt Tables button to select all the tables listed 7 Click the Fix Selected Tables s button 8 The Repaired Tables page opens as shown in Figure 3 Repaired Tables page Reporting for Contact Center Troubleshooting and Maintenance Guide 44 Web Host PC Troubleshooting RCC Automatic Fix Utility Fixing corrupted tables Microsoft Internet Explorer l8 x Eile Edit Yiew Favorites Tools Help amp a CH Co Lk W Q O A Gpe we OOS 8 OOS s Address http localhost rec2 1 dbficutilfixedtbl asp x Ec Links Z NORTEL tg Automatic Fix Utility for RCC Database Summary of repaired database tables e p Table Name Operation Performed Result Type Operation Result Detail Checking table in database cord rptagentdata repair info Wrong bytesec 0 0 0 at 41388 Skipped ccrdb rptagentdata repair warning Number of rows changed from 5206 to 5190 Summary of table check crab rptagentdata repair status K Print view of table summary Feree ee ene renee warning Number of rows changed from 25815 to 25164 cerdb rptagentidletime repair status OK Fix corrupted tables Back to Top H Done III TI oantaest i Figure 3 Repaired Tables page The Repaired Tables page details the repairs performed on all of the selected corrupted tables 9 The Automatic Fix Utility for Reporting for Contact Center Database window can be closed and th
97. l data downloading from the Contact Center Another method for confirming the CCRS password and to verify that XML data is being received from the Contact Center execute the CCRS Test page as follows 1 See CCRS Test Page on page 110 for instructions on how to execute the CCRS Test page 2 Ensure the CCRS password is the same as that configured in CallPilot Manager Once the CCRS Test page is submitted XML data should be returned and not display an InvalidPassword XML error page as shown in Figure 50 InvalidPassword XML error in CCRS Test page NoKeyCode Perform the following steps to check that the keycode for the CCRS data stream is active 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager 2 To connect to the BCM under Element Navigation Panel expand Network Elements and select the BCM 3 Enter the logon User ID and Password for an administrator and click Connect 4 From the Task Navigation Panel select the Configuration tab 5 Expand the System folder and click Keycodes A list of all the keycodes on the BCM are displayed as well as those that have not been activated 6 Verify that the following Keycodes are flagged as ACTIVE e ICC e ICC Skillset at least one e ICC Reporting If the keycodes listed in step 6 are not active and the user requires them on the BCM system contact your distributor who can verify whether or not the system needs the keycodes This
98. llowing troubleshooting steps against the error message displayed NN40020 402 Web Host PC Troubleshooting 71 Invalid Request LE E dE Log on to the Web Host PC as an Administrator Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services Select RCC Launcher Service Right click and select Stop Wait 10 15 seconds Select RCC Launcher Service again right click and select Start Voicemail Service Not Running 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager To connect to the BCM system under Element Navigation Panel expand Network Elements and select the system to connect to Enter the User ID and Password and click Connect 3 From the Task Navigation Panel select the Administration tab 7 Expand the General folder and click Service Manager A list of all the services on the BCM are displayed Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running e voicemail For a BCM 4 0 system only the following service should also be verified e CCRSAppServer If any of these services are not running select the service and click Start Click Yes in the warning message box to confirm start up of the service Wait 30 60 seconds for the service to start If the service does not start contact Nortel Support Invalid Password Verify the CCRS Password and that the XML dat
99. 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 Download RCC setup installation from the Administrator Applications page on the BCM Did Setup Exe download from No wm Lem the CC Yes From Add Remove Nindows Components install IIS Run RCC Setup Installation Did the Did you Consult Nortel resolve the Mo RCC problem setup complete No 100 Yes Y Did the Web Host PC No reboot Restart the PC Yes is the RCC Login page Yes displayed No Do see Does the MySQL4 service start No Is the ROC a Ne Login page displayed 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
100. lutions for troubleshooting the Business Communications Manager BCM and Contact Center Reporting Server CCRS Glossary of terms used in this guide Lists documents referenced in this guide 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 2 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 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 t
101. n Anti irus These options control Script Blocking System E Auto Protect Script Blocking Manual Scans Startup Scan J Enable Script Blocking recommended Figure 12 Norton Anti Virus Options Screen 3 Click Script Blocking 4 Clear Enable Script Blocking recommended 5 Click OK Note Script Blocking is a feature of Norton Anti Virus 2001 that was added as a part of a program update If Script Blocking does not appear in Options then the program update is not installed To install the Norton Anti Virus program update execute Live Update and download all program updates Restart the computer when prompted Execute Live Update until you are told that there are no more updates available Turning off script blocking in Norton Anti Virus 2002 or 2003 To disable Norton Anti Virus Script Blocking 1 Start Norton Anti Virus 2 Click Options If a menu appears when you click Options then click Norton Anti Virus The Norton Anti Virus Options dialog box appears Reporting for Contact Center Troubleshooting and Maintenance Guide 60 Web Host PC Troubleshooting System gt Auto Protect Script Blo pt Block cking Help E How to stay protected from malicious scripts gt Manual Scan Exclusions Internet Email LiveUpdate How to respond when a malicious script is found Ask me whatto do recommended Stop all suspicious acti
102. n Internet Information Services If these virtual folders are inadvertently removed or altered or if they are not created during the installation of Reporting for Contact Center you will see a red X in the top left hand corner of the Real Time screens or the Report Viewer window or an error page in your Internet Explorer browser window as shown in Figure 4 Page cannot be found error message Reporting for Contact Center Troubleshooting and Maintenance Guide 46 Web Host PC Troubleshooting A The page cannot be found Microsoft Internet Explorer File Edit View Favorites Tools Help DER D Q x amp sl a A JO search Sie Favorites W I media 2 Gk d s RS L 3 Address E http flocalhost rcc main login asp_ Google se BW Search ich g Ehsblocked 7 The page cannot be found The page you are looking for might have been removed had its name changed or is temporarily unavailable Please try the following If you typed the page address in the Address bar make sure that it is spelled correctly Open the localhost home page and then look for links to the information you want Click the Back button to try another link HTTP 404 File not found Internet Information Services Technical Information for support personnel e More information Microsoft Support J fg So Links D Options SI Done KI Local intranet Figure 4 Page cannot be found error message To recreate t
103. n of Reporting for Contact Center and the language s of installation and logon User Version of VoiceMail CallPilot Version of Core Telephony Version Number of Agents 10 Number of Skillsets 11 Number of IP Wallboards 12 Issues related to the reports such as inaccuracies e Is the issue related to one report some reports or all of the reports e Provide a copy of the report s exported to PDF format This can be done from the report viewer in Reporting for Contact Center Hint The Agent Audit report note the recommended report period is less than 24 hours is a good test for checking issues with Reporting for Contact Center e Provide a detailed description of what the issue is with the report s Reporting for Contact Center Troubleshooting and Maintenance Guide 34 Raising a Case Information Gathering 13 14 15 16 7 e Provide the date and time of the issue with the report For example the exact date and time when the report gave inaccurate or did not give any data e Detail how you expect the report s to appear Issues related to Reporting for Contact Center functionality that is it does not work as expected e Provide a detailed description of what the issue is e Capture screen shots of any errors e Detail how you expect Reporting for Contact Center to work Issues relating to SoftBoards In addition to the Reporting for Contact Center logging see step 16 include t
104. ng command Note that the following should all be typed on one line and should be entered in a Command Prompt window from the Program Files MySQL MySQL Server 4 1 bin folder d You should be certain that you wish to restore the backup before you enter this command D Note Note Note Note mysql port 3309 CCRDB lt CCRDBbackup sql The restore command uses the word mysql but the backup command uses the word mysqldump There are two hyphens in front of the port and add drop tables options Substitute the name of the backup file you wish to restore from for the CCRDBbackup sql in the example restore command Alternatively Microsoft Windows provides a tool for backing up and restoring your files and folders on the Web Host PC This can be scheduled to back up and restore the MySQL database To use the Windows Backup Utility click on Start gt All Programs gt Accessories gt System Tools gt Backup The Backup or Restore Wizard dialog box will open up Follow the instructions to go through the Wizard For scheduled jobs click on the Advanced button from the Completing the Backup or Restore Wizard window Defaulting replacing the MySQL database You must only default the Reporting for Contact Center MySQL database that is replace the database with a blank one if you are sure you do not require any data from this database or you have been advised to do so by Nortel Support Note
105. ntact Center Connection Page gt Make historical data requests every which ever is sooner If the PC is not running for this amount of time you will not collect all the relevant log files Copy of the Reporting for Contact Center database for MySQL 4 NN40020 402 Raising a Case Information Gathering 35 18 a From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services b Click on RCC Launcher Click the Extended tab and click on Stop to stop the RCC Launcher Server c Click on MySQL4 service and click on Stop from the Extended window to stop the MySQL Server 4 service d Browse to the Program Files MySQL MySQL Server 4 Tata folder e Right click on the CCRDB folder and drag to a new location outside of the MySQL folder and drop the folder f Select Copy Here from the popup menu This provides a backup of the current database in the new location g Restart the MySQL4 service h Restart the RCC Launcher service Note The CCRDB folder in the location Program Files Nortel Reporting For Contact Center on the target hard drive installation location is a blank copy of the database Note Do not send this database to Nortel Support To provide Nortel Support remote access to the user s PC to resolve the issue the user should test the following site http nortelsupport webex com This Web site is used for real time Nortel Customer Support sessions called Remote Su
106. ntact your network administrator or support technician to diagnose if multiple PCs are connecting to the same Contact Center as the Contact Center refused to register CCRS Reporting for Contact Center Troubleshooting and Maintenance Guide 96 Web Host PC Troubleshooting HistoricalReqOver3Hours Either Reporting for Contact Center or the CCRS Test page has made a request of over 3 hours of historical data from the Contact Center The server or services have not failed this is merely an invalid query for BCM 4 0 and BCM50 2 0 systems For the CCRS Test page adjust your query to be a maximum of 3 hours see step 6 in CCRS Test Page on page 110 Restart RCC Launcher on the Web Host PC as described in InvalidRequest on page 90 UnknownServerError Contact your distributor for first level support If you are a distributor contact Nortel Solutions Center see Getting Help over the phone from a Nortel Solutions Center on page 12 If you prefer to raise a case directly through the Nortel Web site refer to the section Getting Help from the Nortel Web site on page 11 NN40020 402 97 Client PC Troubleshooting D This section deals with problems that occur on a client PC and how to resolve those issues A client PC is defined as a PC connecting to the Web Host PC in an attempt to access the Reporting for Contact Center application Real Time Viewer Real Time Screens and Java Runtime Environment on Client PCs A Java Runtime
107. nter Troubleshooting and Maintenance Guide 74 Web Host PC Troubleshooting For a BCM 4 0 system only the following service should also be verified e CCRSAppServer 6 If any of these services are not running select the service and click Start Click Yes in the warning message box to confirm start up of the service 7 Wait 30 60 seconds for the service to start If the service does not start contact Nortel Support Server Busy The user should contact their network administrator or support technician to diagnose if multiple PCs are connecting to the same Contact Center Restart RCC Launcher as described in Invalid Password on page 71 CDN Conflict The Real Time screen will display an error message generated in Reporting for Contact Center detailing the Skillset that has a conflicting CDN The message displayed will be There is a CDN conflict with the skillset using CDN SH The syntax denotes the Skillset name and denotes the CDN number Contact your network administrator to resolve the conflicting device that has caused the CDN conflict as per one of the following e A newly added telephone set or device or other Nortel peripheral attachment is physically residing on the port that is logically assigned to the Contact Center or e A Voice over IP VoIP telephone set has been manually or automatically assigned a Contact Center CDN On determining which device is conflicting with this CDN whether it i
108. nternet Options General Security Privacy Content Connections Programs Advanced To set up an Internet connection click ees Dial up and Virtual Private Network settings Add Choose Settings if you need to configure a proxy server for a connection whenever a network connection is not present ee EE ae guilt connectior Set Default Local Area Network LAN settings LAN Settings do not apply to dial up connections LAN Settings Choose Settings above For dial up settings Figure 17 Selecting LAN Settings from Connections window b Under Proxy server the Use a proxy server for your LAN These settings will not apply to dial up or VPN connections check box will be selected as shown in Figure 18 Proxy server enabled in the LAN Settings window Click Advanced The Proxy Settings window will open Reporting for Contact Center Troubleshooting and Maintenance Guide 66 Web Host PC Troubleshooting Local Area Network LAN Settings Automatic configuration Automatic configuration may override manual settings To ensure the use of manual settings disable automatic configuration C Automatically detect settings O Use automatic configuration script Proxy server Use a proxy server For your LAN These settings will not apply to dial up or YPN connections es Address 123 45 678 9 Port 1234 Bypass proxy server For local addresses Figure
109. nti Virus software instruct it to ignore files with log extensions e Some Anti Virus packages allow you to specify locations on your hard disk which are to be ignored during virus scans If this is possible with your Anti Virus software instruct it to ignore the location of the Reporting for Contact Center log files By default this is Program Files Nortel Reporting for Contact Center Logs e Some Anti Virus packages allow you to disable or fine tune the real time scanning action of files and to isolate which types of file modification will trigger a re scan create a file modify a file write to a file and so on NN40020 402 Web Host PC Troubleshooting 59 Cannot Access the Login Page This problem has been seen when the Web Host PC has Norton Anti Virus running One setting of Norton Anti Virus Script Blocking prevents Nortel Reporting for Contact Center from running normal operations This option should be disabled in the anti virus configuration screen on the Web Host PC only see Turning off script blocking in Norton Anti Virus 2001 page 59 and Turning off script blocking in Norton Anti Virus 2002 or 2003 page 59 Turning off script blocking in Norton Anti Virus 2001 To disable Norton Anti Virus 2001 Script Blocking 1 Start Norton Anti Virus 2 Click Options If a menu appears when you click Options then click Norton Anti Virus The Options for Norton Anti Virus dialog box appears Options for Norto
110. o cause this symptom Norton AntiVirus software can enable the File System Realtime Protection on your computer that constantly monitors your computer activity for viruses Disabling the File System Realtime Protection option in Norton AntiVirus will no longer restrict the operation of the Real Time screens To do this perform the following 1 Right click on the Norton AntiVirus icon in the system tray 2 If there is a check mark next to Enable File System Realtime Protection select the check mark to clear this option Alternatively you can try deactivating the Nortel Reporting for Contact Center diagnostic logging if it is activated see Reporting for Contact Center Setup and Operations Guide NN40040 302 Anti Virus packages vary in their implementations and in the granularity with which you can adjust their operational parameters Typically the settings that you can adjust that make the Real Time Screens appear sluggish and slow to update are the real time file scanning settings Note real time in this context means that the Anti Virus software scans the files on your computer constantly it does not refer to the Reporting for Contact Center Real Time screens It is just a coincidence that both applications have features that have the words real time in their title e Some Anti Virus packages allow you to specify files with certain extensions which are to be ignored during virus scans If this is possible with your A
111. o the Internet Reporting for Contact Center Troubleshooting and Maintenance Guide 126 Glossary Ee A personal computer PC is usually a microcomputer whose price size and capabilities make it suitable for personal usage PDF ii E Portable Document Format file The file format in Adobe s Acrobat document exchange technology Acrobat PDF has become the de facto standard for document publishing On the Web there are countless brochures data sheets white papers and technical manuals in the PDF format PING EE Packet Internet Groper An Internet utility used to determine whether a particular IP address is reachable online by sending out a packet and waiting for a response Ping is used to test and debug a network as well as see if a user or server is online Popup Window Blockmg cee A utility that prevents Web site popups from being displayed The challenge with this software is to distinguish a valid popup from an advertisement There are an enormous number of Web pages that launch legitimate browser windows to display additional information and a popup is a small browser window Port Numbers A Software Port usually just called a port is a virtual data connection that can be used by programs to exchange data directly instead of going through a file or other temporary storage location The most common of these are TCP and UDP ports which are used to exchange data between computers on the Internet Pm aller An
112. ontact Center within IIS An error within the data of the MySQL CCRDB database that manifests in numerous forms from incorrect data to a complete halt of operation A utility within Nortel Reporting for Contact Center designed to repair database corruptions A piece of hardware and or software functioning in a networked environment to prevent forbidden communication in line with a security policy Firewalls control traffic between different zones of trust for example between the Internet with a zone of no trust and an internal network a zone with high trust A stand alone Contact Center wallboard that does not require installation on a PC NN40020 402 Glossary 125 Internet Explorer Logs or Logging MySQL or MySQL4 mysqldump utility Offline content Collective name for the Reporting in Nortel Reporting for Contact Center based on data that is collected from the Contact Center and stored in the local CCRDB database HTTP is a request response protocol between clients and servers The originating client such as a Web browser spider or other end user tool is referred to as the user agent The destination server which stores or creates resources such as HTML files and images is called the origin server Microsoft Internet Information Services sometimes erroneously called Server or System is a set of Internet based services for servers using Microsoft Windows The servers currently include FTP SMTP NN
113. ou wish to perform Scheduled Prints out of hours you must have a User logged on to the Web Host PC Print Schedules require Windows logon If you want to perform Scheduled Print reports you must have a User logged on to the Web Host PC at all times This is due to the way in which Windows handles Networked shared printers A work around for this is to create a scheduled task in Windows and then specify a user name and password for that task as follows 1 From the Start menu click Programs gt Accessories gt System Tools gt Scheduled Tasks The Scheduled Tasks window will open see Figure 24 Scheduled Tasks window Scheduled Tasks loj x File Edit View Favorites Tools Advanced Help a Q Back Q r wi pa Search Ki Folders Ch Address E Scheduled Tasks z Gei Links S Name Schedule Add Scheduled Task Other Places gt Control Panel My Documents My Network Places Details Scheduled Tasks System Folder 1 objects Figure 24 Scheduled Tasks window NN40020 402 Web Host PC Troubleshooting 81 2 Double click on the Add Scheduled Task item The Scheduled Task Wizard will open as shown in Figure 25 Scheduled Task Wizard Scheduled Task Wizard x This wizard helps you schedule a task for Windows to perform You select the program you want Windows to run and then schedule it for a convenient time Click Next to continue Cancel
114. pport allowing full control of the RCC Web Host PC s desktop If the user does not have Internet access attempt to resolve this with the customer s network team Providing you can access this link a Nortel engineer will provide a session number You will need to join a session and complete the details For high security sites please be aware that joining a support session includes a two way handshake You can join a session however you still need to accept the Nortel engineer to join Ideally discuss this with the Nortel engineer when joining the session You will also need to allow FTP should the Nortel engineer wish to FTP files either from or to the RCC Web Host PC Where access to http nortelsupport webex com is not available this may delay problem resolution Reporting for Contact Center Troubleshooting and Maintenance Guide 36 Raising a Case Information Gathering NN40020 402 37 Web Host PC Troubleshooting 6 This section provides information and details possible problems that occur on the Web Host PC and how to resolve those issues The Web Host PC is defined as the PC where Reporting for Contact Center was installed This section is further divided into the following subsections e MySQL Internet Information Services Java Runtime Environment Firewalls Anti Virus Proxy Server Historical Reports Wallboards Printing reports Miscellaneous Reporting for Contact Cente
115. print consult your network administrator Check the print schedule Check that the report was configured to print on the correct day Daily Reports print the day after the day which is being reported That is if you select a Daily Report Schedule for Monday it prints on Tuesday This ensures that the report day has completely elapsed when the reports are generated PrintCaller application For print schedules to print the PrintCaller application must be running for this to occur a user must be logged on to a PC Logging a user on the PC will automatically launch printCaller exe However to check if it is running perform the following 1 Open the Windows Task Manager by pressing Ctrl Alt Delete on the keyboard 2 Click Task Manager 3 Click the Processes tab 4 Search for the item printCaller exe 5 If it does not appear in that list then PrintCaller is not running Launching PrintCaller To launch PrintCaller either Log out and log back in a Windows User or 1 Click Start gt All Programs gt Start Up 2 Select printCaller sometimes on rare occasions it appears as NewShortCut1 Reporting for Contact Center Troubleshooting and Maintenance Guide 86 Web Host PC Troubleshooting Miscellaneous Contact Center Connection page item To open the Contact Center Connection page perform the following 1 Log on to Reporting for Contact Center 2 From the navigation menu on the left panel click Contact Center Conn
116. r Troubleshooting and Maintenance Guide 38 Web Host PC Troubleshooting MySQL MySQL overview and installation The historical report information is stored in a standard MySQL database on the Web Host PC If Users have reporting requirements that are not available through Nortel Reporting for Contact Center they can analyze the data using third party reporting packages Reporting for Contact Center installs MySQL Server 4 1 which maintains the MySQL database For instructions on installing MySQL Server 4 1 see Reporting for Contact Center Setup and Operations Guide NN40040 302 MySQL version compatibility MySQL Servers and Clients 4 1 14 is used for administrating and maintaining historical data for Reporting for Contact Center from BCM 4 0 and BCM50 2 0 The user does not need to uninstall this version of MySQL Servers and Clients after upgrading a previous version of Reporting for Contact Center If required the Reporting for Contact Center database will be modified during the installation of Reporting for Contact Center There is no loss of statistical data but new data tables columns and indexes will be added to it where necessary Uninstalling and re installing MySQL The MySQL Server will need to be removed and re installed when required for instance if installation of Reporting for Contact Center did not complete 100 see the Installing Reporting for Contact Center flow chart on page 16 To remove MySQL Server from the
117. ribes how the user is to resolve these issues Error message Invalid Request Voicemail Service Not Running Invalid Password No Key Code No Contact Center Key Code CCRSNDP Disabled Server Busy CDN Conflict Unknown Server Error Description of the issue The request from the client application is not valid restart the RCC Launcher The Voicemail service is not running on the Contact Center Restart the Voicemail service on the Contact Center through the Element Manager 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 The keycode used to turn on the CCRS data stream is not present Enter the correct keycode The keycode used to enable the Contact Center application is not present Enter the correct keycode The CCRS data stream is disabled Enable the CCRSAppServer in the Element Manager 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 There is a CDN conflict in the Skillset and CDN identified in the error message this must be resolved in the CallPilot Manager interface If none of the above contact Nortel Support Table 3 Issues causing the error messages seen in the Real Time screens To resolve the error messages seen in the Real Time screens perform the fo
118. rol Panel gt Windows Firewall 2 Under the General tab view the On recommended option see Figure 10 Windows Firewall turned on dialog box If this is selected the Web Host PC is protected by Windows Firewall otherwise Off not recommended option will be selected NN40020 402 Web Host PC Troubleshooting 55 Windows Firewall ain General Exceptions Advanced Windows Firewall is helping to protect your PC Windows Firewall helps protect your computer by preventing unauthorized users from gaining access to your computer through the Internet or a network On recommended This setting blocks all outside sources from connecting to this computer with the exception of those selected on the Exceptions tab C Don t allow exceptions Select this when you connect to public networks in less secure locations such as airports ou will not be notified when Windows Firewall blocks programs Selections on the Exceptions tab will be ignored GG Off not recommended Avoid using this setting Turning off Windows Firewall may make this computer more vulnerable to viruses and intruders Windows Firewall is using your domain settings What else should know about Windows Firewall Figure 10 Windows Firewall turned on dialog box To use Windows Firewall as the firewall option of choice on the Web Host PC ensuring no other firewall software is enabled perform the following 1 From the S
119. s Reporting for Contact Center should be uninstalled and re installed back on to the Web Host PC as described in the Reporting for Contact Center Setup and Operations Guide NN40040 302 in a section about upgrading a previous version of Reporting for Contact Center Reporting for Contact Center Troubleshooting and Maintenance Guide 104 Client PC Troubleshooting Internet Explorer issues Internet Explorer Cache Deleting temporary Internet files After an upgrade of Nortel Reporting for Contact Center Internet Explorer may be caching old versions of the Nortel Reporting for Contact Center Web pages The temporary Internet files on your computer will have to be deleted by the following 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 41 Internet Properties Dialog Box Internet Properties General Security Privacy Content Connections Programs Advanced Home page A You can change which page to use for your home page Address http www google com Temporary Intemet files fe Pages you view on the Intemet are stored in a special folder for quick viewing later Delete Cookies Delete Files History The History folder contains links to pages you ve visited for quick access to recently viewed pages Days to keep pages in history 20 Figure 41 Internet Properties Dialog Box Note If you do not see the dialog
120. s a physical device or an IP set de register disconnect it from the BCM Once the conflict has been resolved the Skillset must be re enabled as follows 1 Open CallPilot Manager by entering the following location in the browser Address bar http BCM IP Address callpilotmanager 2 Enter the User ID and Password and click Submit 3 From the navigation menu on the left click Contact Center 4 Select Skillset List to open the Skillset List page 5 Click Enable on the disabled Skillset experiencing the CDN conflict Note A banner would display which Skillset CDN is experiencing conflict from the Call Pilot Manager interface NN40020 402 Web Host PC Troubleshooting 75 This can be an Analog Station Module MTT logger or any other Nortel or Norstar device Unknown Server Error Contact your distributor for first level support If you are a distributor contact Nortel Solutions Center see Getting Help over the phone from a Nortel Solutions Center on page 12 If you prefer to raise a case directly through the Nortel Web site refer to the section Getting Help from the Nortel Web site on page 11 Slow Updates on Real Time Screen The Real Time screens should be updated approximately every 1 or 3 seconds depending on your Contact Center configuration in the Contact Center Connection page of Reporting for Contact Center To increase the Real Time and Wallboard refresh rate to 3 seconds perform the following 1 Launc
121. screens are not being displayed correctly check that Internet Explorer is using JRE version 1 5 0 for applets or higher by the following 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 5 Internet Properties Dialog Box NN40020 402 Web Host PC Troubleshooting 49 Internet Properties General Security Privacy Content Connections Programs Advanced Home page lA You can change which page to use for your home page Address ttp i flex ca nortel com Use Current Use Default Use Blank Temporary Internet files La Pages you view on the Internet are stored in a special folder for quick viewing later Delete Cookies Delete Files Settings History _ The History folder contains links to pages you ve visited for 6 quick access to recently viewed pages Days to keep pages in history 20 Si Clear History Figure 5 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 36 you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 Click on the Advanced tab and scroll down to Java Sun and select the Use JRE 1 5 0_ version for lt applet gt check box See Figure 6 Use JRE 1 5 0 Option under Advanced Tab in Internet Properties Dialog Box Click Apply and click OK to close the Internet Properties dialog box Reporting for Conta
122. secneeeeeneeeeeeaees 107 Figure 46 Internet Explorer Close Group Error 108 Figure 47 Successful ping request to Web Host D 109 Fistire 48 CCRS Test EE 111 Figiire 49 XML data from the BEM eg omg de iereg estefan coendane e Geer ntes T E se raed tessa Eege edd ere ged geet 112 Figure 50 InvalidPassword XML error in CCRS Test page 113 Fi r 51 Incomplete XML data error Mes sa Se sss EEAEE EES edd Eeer 115 Figure 52 Warning Incomplete Data detected page ci eeceeecsssecsseeceeseeseeecesecseesecnececsaeceessecseesecneeecsaseeeaesaeeseeneeeeeaees 116 Reporting for Contact Center Troubleshooting and Maintenance Guide List of Figures 7 Figtire 53 Invalid X MIs data error message nmn dee E eer ee a oh everatieee ed 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 US version compatibility with Microsoft Windows Operating Systems 45 Table 2 Windows Firewall port entries for Reporting for Contact Center 0 0 0 eessesecsseeecseeeeceseeeceecsaeeeeesecaeeseenees 56 Table 3 Issues causing the error messages seen in the Real Time screens essesesecseeeecneeeeceseeeeeaecaeesecneeeenaeeees 70 Table 4 Issues causing the error messages in the Download Contact Center data window es eeeseeeeeecneeneeeeenees 90 Ta
123. st 9 11 15 17 18 20 22 29 31 34 35 37 38 39 40 41 45 48 50 53 54 55 56 58 59 61 64 66 68 71 75 78 79 80 90 96 97 102 103 109 110 120 123 124 128 129 Web Host PC 9 11 15 17 18 20 22 29 31 34 35 37 38 39 40 41 45 48 50 53 54 55 56 58 59 61 64 66 68 71 75 78 79 80 90 96 97 102 103 105 106 109 110 113 120 123 124 128 129 Web page 48 124 125 Windows 14 17 29 38 39 40 41 45 54 55 56 69 75 76 80 81 83 84 85 89 99 103 106 109 110 124 125 127 128 Windows 2000 45 128 Windows 2003 45 59 Windows NT 4 45 Windows XP 45 54 128 X XML 58 71 72 91 92 95 110 111 112 113 114 115 116 117 118 119 120 124 125 127 129 NN40020 402
124. stributor contact Nortel Support See Getting Help over the phone from a Nortel Solutions Center on page 12 Invalid XML An error message appears in Reporting for Contact Center if invalid XML data is received by the Reporting for Contact Center Reporting Service as shown in Figure 53 Invalid XML data error message NN40020 402 BCM and CCRS Troubleshooting 117 Perform the following steps to bypass invalid XML from the Contact Center Note The Reporting Service gets XML from the Contact Center on initial download of data from the Contact Center and then every 15 minutes 3 Nortel Reporting for Contact Center Microsoft Internet Explorer lol sl File Edit view Favorites Tools Help Sp Gs O dl ie Caen Steg il RB Geet A Address Je http localhost rcc2 4 report_pages report_index asp D Go Links Invalid Data detected by the RCC Reporting Service Click here for details Reports Please select the report you wish to view from the list below Print Schedules Report Names From Date From Time RealTime e Agent Activity Report yyyyimmidd 24 Hour Format TC Agent Activity Report By Skillset 2006 02 08 SB 00 00 Agent Alarms TI Agent Audit Report To Date To Time E Agent Average Report yyyy nmidd 24 Hour Format Wallboard Setup e I Agent Average Report By Agent 2008 02 08 G h 5 27 ii Aget Cady Repor Select your paper size Time Bins Senu IT Agent Profile Report aecioxes7 mm R
125. structions 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 1S the IP Address of LAN1 or LANZ 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 Flow Charts 21 Historical Reports Open an Historical Report Is the error see Doesthe Report va z error 127 from h gt Is the report table handler or Race dobei rae No af Consult Nortel displayed Cannot open file e ch top left RCC _ hand comer Se ay Yes Yes Yes i _ Tum off Friendly HTTP Era We v Are the statistics a Ge di k onsult Nortel accurate oe Ne a RCC Q Do you see Page cannot be displayed
126. tart menu click on Settings gt Control Panel gt Windows Firewall 2 Under the General tab select the On recommended option to protect the Web Host PC with Windows Firewall 3 To open ports through the firewall that are to be used by Reporting for Contact Center click on the Exceptions tab and click Add Port This will open the Add a Port window see Figure 11 Add a Port window Reporting for Contact Center Troubleshooting and Maintenance Guide 56 Web Host PC Troubleshooting Add a Port Use these settings to open a port through Windows Firewall To find the port number and protocol consult the documentation for the program or service you want to use Name Port number TCP UDP What are the risks of opening a port Figure 11 Add a Port window 4 Enter the name port number and select the correct protocol for the port to be unblocked by Windows Firewall as shown in Table 2 Windows Firewall port entries for Reporting for Contact Center Click OK for each port entry and repeat step 3 Name Port number Protocol option RCCRT 6010 TCP RCCRPT 6011 TCP Wallboard 3500 TCP Table 2 Windows Firewall port entries for Reporting for Contact Center 5 Click OK to close the Exceptions window The PC will now be protected by Windows Firewall allowing the Contact Center and wallboard to communicate with Reporting for Contact Center on the Web Host PC Norton Internet Sec
127. that regular Users can not They can perform such actions as connecting the Web Host PC to the Contact Center creating other Users allocating Skillsets to Users and administer the logging functionality of Reporting for Contact Center on the Web Host PC Agents are people who handle calls in the Contact Center Antivirus software identifies thwarts and eliminates computer viruses and other malicious software Some antivirus software can reduce system performance It may be necessary to disable virus protection when installing or updating software like the Reporting for Contact Center application to prevent improper installation or any installation Additional resources or duplicate copies of data on different storage media for emergency purposes The Business Communications Manager BCM a converged voice and data solution providing a choice of I P enabled or pure IP strategy The applications in this system include telephony unified messaging multimedia call center interactive voice response IP routing and data services such as firewall and wireless Pronounced cash A cache is used to speed up data transfer and may be either temporary or permanent Memory and disk caches are in every computer to speed up instruction execution and data retrieval and updating These temporary caches serve as staging areas and their contents are constantly changing Browser caches and Internet caches store copies of Web pages retrieved
128. the Vatter Yes gt oe the Hardware woik Wallboard j Yes Consult Nortel RCC NN40020 402 Flow Charts 29 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 gt Control Panel gt Administrative Tools gt Services 2 Locate the service Indexing Service 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
129. tiveX Viewer program Uniform Resource Locator the address that defines the route to a file on an Internet server Web server FTP server mail server and so on URLs are typed into a Web browser to access Web pages and files and NN40020 402 Glossary 129 Virtual Directory Wallboard URLs are embedded within the pages themselves as hypertext links The URL contains the protocol prefix port number domain name subdirectory names and file name If a port number is not stated in the address port 80 is used as the default for HTTP traffic An example URL is http www nortel com servsup kb A User is a person who has been allocated a Username and Password to allow them to use Nortel Reporting for Contact Center Users can configure some elements of their usage of Nortel Reporting for Contact Center but they do not have the same scope for configuration as an Administrator A directory defined by name only in Internet Service Manager All references to the virtual directory are redirected to the real directory including Users accessing Reporting for Contact Center A Nortel Reporting for Contact Center TCP IP enabled hardware device that is used to display Real Time Contact Center statistics and messages to Agents and other contact center staff A designated PC on which Nortel Reporting for Contact Center software is installed The Web Host PC communicates directly with the Contact Center to retrieve Real Time up
130. ublishing service Groups of Agents who perform a particular function for instance a contact center department like human resources Contact Center Skillsets answer and distribute calls to Agents as they become available Other functionality include holding calls for different contact center departments such as sales and technical support The full name is ip View Software Wallboard also referred to as ip View SoftBoard A Windows software application that provides a software Reporting for Contact Center Troubleshooting and Maintenance Guide 128 Glossary TCP IP dienai Trusted sites based IP enabled wallboard on the PC desktop of Contact Center Agents Audible alerts and histograms can be displayed to graphically show changes in Contact Center parameters The ipView SoftBoard is completely compatible with the ipView Hardware Wallboard and can be configured within the Nortel Reporting for Contact Center application A company that produces a range of security software including Sophos Client Firewall and Sophos Anti Virus which are aimed primarily at corporate environments It is available for the latest versions of Microsoft Windows XP 2000 Sophos Client Firewall is a location aware centrally managed firewall providing added protection from viruses and worms The Client Firewall is tightly integrated with Sophos Anti Virus It stops known and unknown threats by closing all inactive ports stopping many
131. ult connection None Set Default Local Area Network LAN settings LAN Settings do not apply to dial up connections LAN Settings Choose Settings above for dial up settings Figure 14 Selecting LAN Settings from Connections window 2 Under Proxy server ensure the Use a proxy server for your LAN These settings will not apply to dial up or VPN connections check box is cleared as shown in Figure 15 Disabling proxy server in LAN Settings NN40020 402 Web Host PC Troubleshooting 63 Local Area Network LAN Settings Automatic configuration Automatic configuration may override manual settings To ensure the use of manual settings disable automatic configuration C Automatically detect settings C Use automatic configuration script Proxy server o Use a proxy server for your LAN These settings will not apply to dial up or VPN connections Figure 15 Disabling proxy server in LAN Settings 3 Click OK to close the LAN Settings dialog box 4 Click OK again to close the Internet Options dialog box URL not allowed to be proxied error message If a Client PC cannot access Reporting for Contact Center from an Internet Explorer browser window and gets a This URL is not allowed to be proxied error message as in Figure 16 Proxy server denying access to RCC the Proxy Server settings have to be modified Reporting for Contact Center Troubleshooting and Maintenance Guide 64 W
132. ure 36 Figure 37 Figure 38 Disabling a Schedule Vask it c cachet eee ele sie e EE ween Sena aloe 84 Internet Properties Dialog Bees oe eee aie Mh te hee Ee 87 Advanced window in Internet Properties sc secesesssesccseeeecseeccssecaeesecseesecsaeeccsacnaescesaecaesecseesecsaeeeesaecateaeeneeats 88 Crystal Report ActiveX Viewer Welcome Window cscscsssccssecssesecseeecsseeeceaeceeesecseesecsaeeecsacsaesecaeeseenaeseeegs 98 Crystal Report ActiveX Viewer Continue Installation Message Box 98 Crystal Report ActiveX Viewer Setup Complete WindoW ceceeescseseesscsseeeceseceeesecseeseceaeecsaeceeesecaeeseeneeseenas 99 Internet Properties Dialog Bergen ees ee NEESS Ee EEN 100 Security Tab in Internet Properties Dialog Bos 101 Trusted sites Dial g BOX denien r chart eb See ee eh neo eee ails 102 Figure 39 Entering IP Address of Trusted site 102 Figure 40 Page Cannot Be Displayed Error Message in Report Niewer 103 Figure 41 Internet Properties Dialog BOX cc ccescesescsseeecesecseesecseesecseeeccsascaessecaeeseenaesecsaeceeesecaeeseeneesecsaseeeeaecaeeseenesseeeaees 104 Figure 42 Del te Files Dialog tov rnrn decades Eed det Sege co Enea fate ended copa opener then geed epee eee 105 Figure 43 Advanced Tab Settings in Internet Properties dialog box 106 Figure 44 Taskbar Properties Dialog Bos 107 Figure 45 Selecting Close Group option from Internet Explorer Programs taskbar button cssesecceseeeee
133. urity and Personal Firewall If Norton Internet Security is installed on your PC and the Personal Firewall is enabled the exe files used by Reporting for Contact Center see exe files used by Reporting for Contact Center may be blocked This will prevent data to be downloaded from the Contact Center to the Web Host PC Perform the following to allow data download from the Contact Center 1 Open Norton Internet Security 2 In the Personal Firewall settings page Block All recommended or Custom will have been selected Select Permit All The data download from the Contact Center should continue as normal NN40020 402 Web Host PC Troubleshooting 57 Zone Alarm and Sophos Zone Alarm and Sophos are names of companies that produce firewall software packages as well as anti virus software Refer to Common Firewall Configuration on page 54 for advice on using these as well as other third party firewall software packages available on the market Reporting for Contact Center Troubleshooting and Maintenance Guide 58 Web Host PC Troubleshooting Anti Virus Anti Virus Software Slowing Down the File System Some Anti Virus software packages can significantly slow down the file system of the Web Host PC This causes problems in the Real Time screens processing all of the XML data they receive from the Contact Center in time to refresh the Real Time data in a timely fashion Norton AntiVirus is one anti virus package known t
134. used in the CCRS Test page is incorrect A full list of the XML errors that can be displayed are as follows O O InvalidRequest The request from the client application is not valid VMServiceNotRunning The Voicemail service is not running on the BCM or Call Pilot InvalidPassword The password used by the client application is not valid NoKeyCode The keycode used to turn on the CCRS data stream is not present NoCCKeyCode The keycode used to enable the Contact Center application is not present CCRSDisabled The CCRS data stream is disabled ServerBusy The server is too busy to handle the request too many simultaneous users CDNConflict There is a CDN conflict in the Skillset and CDN identified in the error message CannotConnectToCC The CCRS cannot contact the Contact Center CannotConnectToDB Could not connect to the database in the Contact Center CCRefusedConnection Indicates that the Contact Center refused to register the AppsServer HistoricalReqOver3Hours The request from the client application is not valid exceeds three hours UnknownServerError None of the above Incomplete XML The symptoms of incomplete XML are as follows e Reporting for Contact Center does not update historical data e Anerror message appears in Reporting for Contact Center if incomplete XML data is received by the Reporting for Contact Center Reporting Service as shown in Figure 51
135. vities and do not prompt me Other Activity Log Inoculation Miscellaneous HTH Figure 13 Norton Anti Virus Options Dialog 3 Click Script Blocking 4 Clear the Enable Script Blocking recommended check box 5 Click OK Restart the computer if prompted to do so Blank dialog boxes McAfee 8 0i Anti Virus software If McAfee Viruscan Enterprise 8 0i is installed on your PC the user may see blank dialog boxes in Reporting for Contact Center If this happens please install the latest patches available from the McAfee Web site http www mcafee com NN40020 402 Web Host PC Troubleshooting 61 Proxy Server A proxy server is a server that sits between the Reporting for Contact Center Web browser and the Contact Center All requests from Reporting for Contact Center to the Contact Center will be intercepted by the proxy server If the proxy server can not fulfill the requests the requests are not forwarded to the Contact Center and an error message is returned to the web browser Proxy settings for BCM 4 0 If a proxy server is enabled on a Web Host PC ensure that the proxy server is not used when downloading call data from the Contact Center see Disabling Proxy server On a Client PC the proxy server can be disabled or have an exception created for the Web Host PC IP Address to allow communication with the Web Host PC See also URL not allowed to be proxied error message on page 63 Proxy settings for B
136. y and prevent Real Time screens being blocked in Reporting for Contact Center Norton Internet Security Ad Blocking Tell me more Ad Blocking helps eliminate unwanted ad banners and pop up ads on Web pages Turn on Ad Blocking I Turn on Popup Window Blocking DI E 2 T EI gt o F Ad Lreshcan The Ad Trashcan lets you remove ads from Web pages and create new Ad Blocking rules Figure 22 Ad Blocking Window in Norton Internet Security 5 Click OK to close the Ad Blocking window 6 Close Norton Internet Security The Real Time screens should now open up on clicking the Submit button on the Real Time page Reporting for Contact Center Troubleshooting and Maintenance Guide 78 Web Host PC Troubleshooting Wallboards ipView SoftBoard and Wallboard Summaries Wallboard Summaries are sent to the wallboards on the hour according to the time of the Web Host PC clock The regular hourly and daily statistics that are sent to the wallboard are governed by the Contact Center platform clock The hourly statistics are reset to 0 on the hour according to the clock in the Contact Center platform If the clock in the Web Host PC is set to a different time than the clock in the Contact Center platform the hourly Summaries will not be synchronized with the hourly reset of the regular statistics To ensure that the wallboard summaries are in time with the hourly resets of the regular wallboard statistics ensure th
137. y of these services are not running select the service and click Start Click Yes in the warning message box to confirm start up of the service Wait 30 60 seconds for the service to start If the service does not start contact Nortel Support InvalidPassword Verify the CCRS Password and that the XML data stream from the Contact Center is enabled by the following 1 OS T7 8 Open CallPilot Manager by entering the following location in the browser Address bar http BCM IP Address callpilotmanager Enter the User ID and Password and click Submit From the navigation menu on the left click Contact Center Select General Properties to open the Contact Center Properties page Delete any password in the CC Reporting Server Password field and re enter the Contact Center Reporting Server Password Confirm the password in the Confirm Password field Ensure the Enable CC Reporting Data Stream check box is selected Click Submit to accept the changes From Reporting for Contact Center attempt a connection to the Contact Center by the following Reporting for Contact Center Troubleshooting and Maintenance Guide 92 Web Host PC Troubleshooting 1 Open the Contact Center Connection page as described in Contact Center Connection page item on page 86 2 Enter the details into the Contact Center Connection page including the newly confirmed CCRS password and click Submit The Download Data window should display cal

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