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Avaya Reporting for Contact Center User's Manual

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1. 73 Web Host PC Requires a Host File entry 73 Real Time screens are not displayed 74 Ad Blocking in Norton Internet Security sse eene 74 LEES 76 ipView SoftBoard and Wallboard Summaries sssssssssessseeeeee enne 76 IP Address of the Hardware Wallboard 76 Pause in parameter count on the Hardware Wallboard sse 76 Further problems with the ipView SoftBoard or 77 E cance ced E tiber A AE 78 Reports are not 78 Check Te 78 Check the print 78 Print Caller Service 78 MiISCOIAMGOUS se ces e tice scopre dte tc ce Lt eec bete n tse petu dixo TA Qc he Pet s 79 Contact Center Connection page item 79 Error dressages ep MR D M TS 79 Error in Download Contact Cente
2. Enter CC connection details Does RCC commence download of the CC data Is the Status No red Yes C E 5 No Yes Yes Consult Nortel Roc i Click the Contact Center Connection page link See Contact Center Connection page item on page 79 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 79 a InvalidRequest The request from the client application is not valid restart the RCC Launcher b VMServiceNotRunning The Voicemail service is not running on the Contact Center Restart the Voicemail service on the Contact Center through the Element Manager NN40020 403 Flow Charts 19 c InvalidPassword The password used by the client application is not valid Enter the correct password use the CCRS test page to check if you are not sure d NoKeyCode The keycode used to turn on the CCRS data stream is not present Enter the correct keycode e NoCCData No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager f NoCCKeyCode The keycode used to enable the Contact Center application is not present Enter the correct keycode g CCRSDisabled The CCRS data stream is disabled Enable the CCRSAppServer in the Element Manager h ServerBusy The
3. See Also LS Date and Time Directx Display 3 e A windows Update Help and Support 4 N Internet Jaws PDF Options Creator 4 Figure 9 Clearing the Java Cache Control Panel ID t This will open the Java Control Panel window From the General tab under Temporary Internet Files click Delete Files as shown in Figure 10 Clearing the Java Cache Java Control Panel Reporting for Contact Center Troubleshooting and Maintenance Guide 50 Web Host PC Troubleshooting 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 Cancel Apply Figure 10 Clearing the Java Cache Java Control Panel The Delete Temporary Files prompt window will open asking to confirm temporary internet files deletion as shown in Figure 11 Clearing the Java Cache Prompt Click OK Delete Temporary Files lxi 9 Delete the Following tem
4. eese enne nennen nenne trennt 98 Selecting Close Group option from Internet Explorer Programs taskbar button sess 98 Internet Explorer Close Group Emro reetan r eren nennen emeret trennen 99 JRE installation Message 72 odere SE eerte beth ede eek be rna debe tote des 101 Internet Explorer Security Warning window eese eren ener enne enne enne 102 Figure 39 ActiveX control message in Information Bar enne eene nee nennen 103 Figure 40 JRE License Agreement and setup type window eese enne nenne nennen nre 104 Figure 41 JRE Complete window thee sonent o a EE na RS 105 Figure 42 JRE applet logo on Real Time page eese enne eene nennen nennen 106 Fig re 43 Print warning Messages ir tsn et ee otee ea cn d dte eee e fe ipe dedit it ree pet deed 107 Figure 44 MS SQL Server add on in Information bar enne eene nennen nennen nre 108 Figure 45 MS SQL Server installation window eee 109 Figure 46 Successful ping response to Web Host PC eene enne ethernet trennen enne 110 Figure A7 CCRS Test page entree ee ut tee PE e erp ie Pee aan eS 112 Fig re 48 XML data from the BCM 5 4 ede ende eee e ihe piatti refe rete edere esc dt 113 Figure 49 InvalidPassword XML error Test page nennen nee 114 Figure 50 Inv
5. eia eese ecu s cya ved tU na cu cen n cU RA CUP sac aa UB a ERA UR uana drOucu En VEN He V RE ER 11 date tou LER Er dad a RE d 11 How to get Help inii det fo a e e UTE Rees 11 Getting Help from the Nortel Web site sssssssssssseseeeeeeen eene nnns 11 Getting Help over the phone from a Nortel Solutions Center 12 Getting Help through a Nortel distributor or reseller ssssseeenne 12 FIOW CEPS ossis dabei boxe ivi lu adu emagister rigen i cuneis ga rmi infa 13 IMMOGUCTION ER PEE EET TR 13 Key tothe flow Charts sisi cesta seca die edocet a ee Ai aaa ia eeu ue dec ede cap doct durada 13 Diamonds i RT uS 13 ROCTANGIOS Ct 14 Ovals 2 2 14 Installing Reporting for Contact Center sssssssssssssssseseseeeee eene entente enn 16 Contact Genter Connecti Mince eoe ee toe eo eie hes ny coe 18 Historical Reports 2 tto cerit teet Re rs et atn ee e E ce a o c eu TAN 20 Real Time Seros 21 Soitware WallbOatQ ATTE tete ete ee eee eMail thle Dade id 24 Hardware te eth detecte ki
6. 2 ix a A PO Search Sf Favorites ml v Address E http 10 1 1 51 rcc schedule pages schedule index asp v a Go Links 7 X This URL is not allowed to be proxied The proxy s access control configuration denies access to the requested object through this proxy a2 Local intranet Figure 14 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 56 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 15 Selecting LAN Settings from Connections window The Local Area Network LAN Settings window will be displayed Reporting for Contact Center Troubleshooting and Maintenance Guide 60 Web Host PC Troubleshooting b Internet Options General Security Privacy Content Connections Programs Advanced
7. 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 BCM 4 0 and BCM50 3 0 systems 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 data stream from the Contact Center is enabled by the following 1 AR wD D 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 8 Click Submit to accept the changes Reporting for Contact Center Troubleshooting and Maintenance Guide 68 Web Host PC Troubleshooting From Reporting
8. lt AverageTime ToAnswerPerHour gt O lt Average Time 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 My Computer Figure 48 XML data from the BCM Reporting for Contact Center Troubleshooting and Maintenance Guide 114 BCM and CCRS Troubleshooting Contact Center errors On executing the CCRS Test page see CCRS Test Page on page 117 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 49 InvalidPassword XML error in CCRS Test page will be seen as follows https 10 1 1 103 8088 voicemail cgi bin CCRSNDP exe Microsoft Internet Explorer elei x File Edit Favorites Tools ay Q ext X Q M ix 2 75 2 Search 5 Favorites amp 029 eo 3 Address 42 https 10 1 1 103 8088 voicemail cai bin CCRSNDP exe 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 QEnd
9. Reporting for Contact Center Troubleshooting and Maintenance Guide BCM50 3 0 Contact Center Document Number NN40020 403 Document Status Standard Document Version 01 01 Date July 2007 NCRTEL Copyright 2007 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 List f FPIQUICS ENS 6 List or Tabl65 sou tete E Ed 8 How fo Use this Guide tono Quse cas Dau uae aud acas ult Lou Dod ue idees fac usa ova fu do Cn a e Cala 9 Introduction zs ss E a t ie tede etus nsus euis ec eur dV IL c T 9 How this Guide is organized ssssssssssssses esee ener 9 Introduction
10. Reset to Medium v Figure 28 Security Settings window Under Download unsigned ActiveX controls select the Prompt check box 5 Click OK to allow the download of signed and unsigned ActiveX controls 6 Onthe Internet Options window click OK to close the window 7 If an RCC Web page is already open click Ctrl F5 to enable the Internet Explorer security settings Allowing pop ups If you are unable to view the Real Time screens and a Pop ups were blocked icon is displayed in the status bar change your pop up blocker settings as follows 1 In Internet Explorer from the menu select Tools gt Pop up Blocker gt Pop up Blocker Settings The Pop up Blocker Settings window will open as shown in Figure 29 Pop up Blocker Settings dialog box NN40020 403 Client PC Troubleshooting 93 Pop up Blocker Settings Exceptions Pop ups are currently blocked You can allow pop ups from specific 7 websites by adding the site to the list below Address of website to allow Allowed sites 30 30 30 11 30 30 30 13 30 30 30 159 Remove all Notifications and filter level Play a sound when a pop up is blocked Show Information Bar when a pop up is blocked Filter level Medium Block most automatic pop ups Pop up Blocker FAG Figure 29 Pop up Blocker Settings dialog box In the Address of website to allow box type the IP address or website of the Web Host PC you want to vi
11. Yes Qtype Monthly Yearly 09 14 QStartDate 2006 09 1 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 47 CCRS Test page 3 For BCM 4 0 and BCM50 3 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 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 Select 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 NN40020 403 BCM and CCRS Troubleshooting 113 date and time values is given in Table 4 A sample of acceptable date a
12. 13 23 24 25 26 27 72 75 76 121 124 125 127 Web Host 9 11 17 19 20 27 29 32 33 35 36 37 39 43 45 48 51 52 54 56 59 61 63 66 72 75 76 79 85 87 89 90 92 99 105 109 110 118 120 121 126 Web Host PC 9 11 17 19 20 27 29 32 33 35 36 37 39 43 45 48 51 52 54 56 59 61 63 66 72 75 76 79 85 87 88 89 90 92 96 99 105 106 109 110 113 118 120 121 126 Web page 45 121 122 Windows 14 15 17 27 39 40 43 52 72 73 77 96 106 109 110 121 122 124 Windows 2000 43 124 Windows 2003 43 Windows 95 84 Windows Vista 43 Windows XP 15 43 124 X XML 54 67 68 80 81 84 110 111 112 113 114 115 116 117 118 121 122 124 126 NN40020 403
13. 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 24 Flow Charts Software Wallboard Open the ipView SoftBoard Does the Dd you No resolve the SoftBoard problem open Yes Yes Y Were your Are your Are the statistics Yes statistics displayed accurate Is the message Do you have Outmode Yes gt Agents logged displayed in No Is the SoftBoard correctly No Yes configured in T Yes Is there firewall on th Do the Real i No Time screens ipView hos Soft Board PC Yes EE Consult Nortel RCC Consult Nortel No RCO N Consult Nortel RCC No Log in an Agent NN40020 403 Flow Charts 25 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 i
14. 36 Browser 120 Business Communications Manager 9 51 52 67 68 69 70 72 76 80 81 82 83 84 109 112 117 120 C CallPilot 19 22 23 31 66 67 68 70 79 80 81 82 114 CCRDB 32 38 39 40 41 42 120 121 CCRS 19 22 68 81 85 110 111 112 113 CCRS Test Page 19 22 68 81 85 110 113 Client PC 9 45 56 58 59 75 87 99 103 104 105 110 121 Contact Center 9 11 14 18 19 22 23 32 52 54 56 65 66 67 68 69 70 72 75 78 79 80 81 82 83 84 85 106 109 110 111 113 114 116 117 120 121 122 123 124 125 126 Contact Center Connection 13 18 23 68 72 78 81 Contact Center Reporting Server 9 19 22 66 67 68 69 79 80 81 85 109 110 111 112 113 114 121 Control Directory Number 23 66 70 114 121 Control key Ctrl 27 39 63 77 91 Control Panel 17 27 32 36 42 44 48 49 50 66 75 76 79 85 E Element Manager 18 19 22 66 67 68 69 79 80 81 82 83 84 H Historical Reports 123 I Installation 36 43 45 100 103 104 105 127 InstallShield 17 Internet Explorer 17 20 22 45 46 47 56 58 59 87 88 89 91 94 95 96 97 98 101 103 104 121 122 Internet Explorer Cache 87 Internet Information Services 35 43 51 121 Introduction 9 11 13 11 IP Address 15 19 25 27 56 59 61 67 70 72 75 80 82 90 109 110 111 122 ipView Softboard 15 25 27 51 75 76 124 127 ip
15. Click here for details Administration Menu Welcome Contact Centre Connection Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting Figure 50 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 51 ERROR Invalid Data Detected page Here the Administrator can see when the invalid chunk of XML data occurred NN40020 403 BCM and CCRS Troubleshooting 117 Nortel Reporting for Contact Center Windows Internet Explorer A xl Go v je http 30 30 30 111 rcc main BadXML asp x Google 2 VE Be Nortel Reporting for Contact Center fb oh Gi Tools Main Logout Help v 2 5 434 0 61 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 continue the download Technical information Invalid Data from 2007 03 30 10 27 44 Invalid Data to 2007 03 30 13 27 44 To bypass the invalid data above please click the Skip button To byp
16. 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 74 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 may be inserted on individual lines or following the machine name denoted by a symbol For example 102 54 94 97 rhino acme com Source server 2042240935410 x 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 For a
17. 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 76 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 76 for instructions on obtaining the IP Address of the hardware wallboard Reporting for Contact Center Troubleshooting and Maintenance Guide 28 Flow Charts Print Schedules Schedule a Report to Print Are the pl aly Yes statistics No tonum Nortel Is there firewall on the Web Host PC TEE ES int a Consult Nortel Yes Yes Resolve the issue with your printer you may need to consult your
18. Setup and Operations Guide NN40040 303 for instructions on installing IIS Remove RCC Microsoft SQL Server 2005 and Java Runtime Envrionment 6 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 Microsoft SQL Server 2005 and finally Java Runtime Environment 6 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 Microsoft SQL Server 2005 and Java SE Runtime Environment 6 Install Reporting for Contact Center again Q Do you see Page cannot be displayed rather than an error message If Yes go to step Turn off Friendly HTTP Error Messages as follows or return to the Installing Reporting for Contact Center flow chart Turn off Friendly HTTP Error Messages To see HTTP 500 error messages Friendly HTTP Error Messages must be disabled in Internet Explorer See Page cannot be displayed message on page 95 Reporting for Contact Center Troubleshooting and Maintenance Guide 18 Flow Charts Contact Center Connection Login Admin 0000 change Password when prompted Is the Contact Center Connection page displayed
19. contact Nortel Support Table 3 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 1 Log on to the Web Host PC as an Administrator 2 Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services 3 Select RCC Launcher Service Right click and select Stop NN40020 403 Web Host PC Troubleshooting 81 4 Wait 10 15 seconds 5 Select RCC Launcher Service again right click and select Start 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 BCM 4 0 and 5 3 0 systems 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 warn
20. files a Path to executable C AWINDOWS System32 cisvc exe Startup type 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 78 Web Host PC Troubleshooting Printing report 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 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 Print Caller Servi
21. 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 79 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 111 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 49 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 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 BC
22. from the Call Pilot Manager interface This can be an Analog Station Module MTT logger or any other Nortel or Norstar device Reporting for Contact Center Troubleshooting and Maintenance Guide 72 Web Host PC Troubleshooting NN40020 403 Web Host PC Troubleshooting 73 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 Launch 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
23. icon again An Internet Explorer Security Warning window will appear as shown in Figure 45 MS SQL Server installation window NN40020 403 Client PC Troubleshooting 109 Internet Explorer Security Warning Do you want to install this software Name Microsoft SOL Server Publisher Microsoft Corporation x More options Don t Install While Files From the Internet can be useful this file type can potentially harm your computer Only install software From publishers you trust What s the risk Figure 45 MS SQL Server installation window 7 Click Install to install the ActiveX component You should now be able to log on to the PC as normal and access RCC to print reports Reporting for Contact Center Troubleshooting and Maintenance Guide 110 BCM CCRS Troubleshooting 8 This section details how to troubleshoot problems that occur on the Business Communications Manager BCM Pinging the BCM Contact Center To test that the BCM is accessible from the Web Host PC over the network ping to the BCM 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 46 Successful ping response to Web Host PC C WINDOWS system32 cmd exe nix H gt Ping 16 1 1 52 Pingi
24. 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 2 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 describes how the user is to resolve these issues Reporting for Contact Center Troubleshooting and Maintenance Guide 66 Web Host PC Troubleshooting Error message Invalid Request Voicemail Service Not Running Invalid Password No Key Code No CC Data No Contact Center Key Code CCRS 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 No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager The keycode used to enable the Contact Center application is not present Enter t
25. in the Start menu 2 Click on the Advanced tab and scroll down to Java Sun and select the Use JRE 1 6 0_ version for lt applet gt check box See Figure 8 Advanced window for JRE 1 6 0 for lt applet gt selection Click Apply and click OK to close the Internet Properties dialog box If the Use JRE 1 6 0 _version for lt applet gt option is not available JRE version 1 6 0 must be installed Go to step 6 Reporting for Contact Center Troubleshooting and Maintenance Guide 48 Web Host PC Troubleshooting Internet Options General Security Privacy Content Connections Programs Advanced Settings Java Sun Use JRE 1 6 0 for applet requires restart SJ Microsoft C Java console enabled requires restart C Java logging enabled JIT compiler For virtual machine enabled requires restart Multimedia Always use ClearType For HTML Enable automatic image resizing Play animations in webpages Play sounds in webpages E Show image download placeholders Show pictures v Smart image dithering lt Takes effect after you restart Internet Explorer Restore advanced settings Reset Internet Explorer settings Deletes all temporary files disables browser add ons and resets all the changed settings You should only use this if your browser is in an unusable state Figure 8 Advanced window for JRE 1 6 0 for lt applet gt selection 3 Ifthe Real Time screens are still bein
26. 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 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 50 Invalid XML data error message 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 116 BCM and CCRS Troubleshooting Nortel Reporting for Contact Center Windows Internet Explorer Ioj xl Go X je http 30 30 30 111 rcc admin pages admin index asp NewSession true M VE 90 Nortel Reporting for Contact Center gt dab Page G Tools Help v 2 5 434 0 61 Invalid Data detected by the RCC Reporting Service
27. network administrator NN40020 403 Flow Charts 29 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 51 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 626 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 78 Can you print a standard document using the same printer Refer to the Check the printer section on page 78 Q Is Print Caller Service PCS running Refer to the Print Caller Service PCS section on page 78 Launch Print Caller Service PCS Refer to the sub section Print Caller Service PCS on page 78 Reporting for Contact Center Troubleshooting and Maintenance Guide 30 Flow Charts NN40020 403 31 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 Cente
28. 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 n resolve the ili These shapes questions they have either a Yes No answer Depending the answer you will be redirected to an additional step No is represented with a red arrow 1 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 II S 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 th
29. 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 NN40020 403 Web Host PC Troubleshooting 77 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
30. questions Are the statistics eirca answered by accurate Reports Explained guide No displayed rather _ consulingthe Consult Nortel RCC Consult Nortel RCC 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 95 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 95 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 626 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 403 Flow Charts 21 Real Time Screens Open a Real Time screen Is the Real Time screen displayed Y Is the Connection Status green Do you see call statistics Y Do the Real Time screens update every 1 or 3 seconds Does the Real Time screen No display a red
31. section Voicemail patch and RCC Voicemail patch and 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 NN40020 403 BCM and CCRS Troubleshooting 119 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 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 119 prior to making changes Upgrade and Patch procedure for the BCM and Reporting for Contact Center Note Do not 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 the BCM for example from BCM 4 0 to 50 3 0 just prior to the upgrade uninstall RCC refer to the Reporting for Contact Center Setup and Operations Guide NN40040 303 and re boot the Web Host PC Voicemail Patch procedure Before applying a voicemail patch check the Release Note
32. server is too busy to handle the request too many simultaneous users Check that other Reporting for Contact Center clients are not communicating with the same Contact Center restart the RCC Launcher i CannotConnectToCC The CCRS cannot contact the Contact Center j CannotConnectToDB The CCRS could not connect to the Contact Center database k CCRefusedConnection Indicates that the Contact Center refused to register the 1 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 117 for instructions on connecting to the Contact Center using the CCRS Test page Q Can you ping the CC Note Ensure that any active firewall is not blocking ping requests From the Web Host PC at the command line type ping xx xx xx xx where XX XX XX XX is the IP Address of LANI or LAN2 of the BCM For further information on pinging to the Contact Center see Pinging the on page 110 Resolve the Ping failure within your network To resolve the Ping failure see Resolving pinging failure on your network on page 110 Reporting for Contact Center Troubleshooting and Maintenance Guide 20 Flow Charts Historical Reports Openan Historical j Report Y Do you see Page Is the report cannot be isplayed displaye than an message Yes Tum off Friendly HTTP Era Messages A Were your
33. the service 9 Wait 30 60 seconds for Postgres service to restart Starting the database service on a 50 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 2 Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services 3 Locate MSSQL NN_CCRS Service Ensure the service is set to Started and Automatic startup 4 If the service is not running select MSSQL NN_CCRS Service right click and select Start 5 Ifthe service startup type 15 not set to Automatic right click on the service and select Properties to open the MSSQLSNN CCRS Properties window On the General tab change Startup type to Automatic Click Apply and click OK CCRefusedConnection Contact 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 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 50 2 0 systems For CCRS Test page adjust your query to be a maximum of 3 hours see step 6 in CCRS Test Page on page 111 Restart RCC Launcher on the Web Host PC as described in InvalidRequest on page 80 UnknownServ
34. 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 Microsoft SQL Server from the Web Host PC perform the following 1 Click on Start gt Settings gt Control Panel gt Add or Remove Programs gt Microsoft SQL Server 2005 2 Click the Remove install button After this has been done run the Install Verification Utility IVU from the desktop Backup and Restore the RCC Database 1 Onthe Web Host PC download and install the SQL Server Management Studio from the following location http msdn microsoft com vstudio express sql default aspx NN40020 403 Web Host PC Troubleshooting 37 2 After the installation is complete open SQL Server Management Studio Express by clicking on Start gt All Programs gt Microsoft SQL Server 2005 gt SQL Server Management Studio Express 3 From the Connect to Server dialog box connect to the local SQL Server with the host name of the current PC and authentication details see Figure 1 SQL Server Management Studio login dialog box as follows Server name is PC name SQLEXPRESS b From the Authentication drop down box select SQL Server Authentication c Enter the user authentication details where Login is backupuser and Password is recbackup including the exclamation mark Connect to Server Microso
35. 0 Example Host File reete edi ete pre E eie E ee oe penn eae tee eee 74 Figure 21 Ad Blocking option in Norton Internet Security eese eene enne enne enne 74 Figure 22 Ad Blocking Window in Norton Internet Security eese 75 Figure 23 Indexing Service Properties General window eeeeeeseeeeeeeeee nennen nennen enne nennen 77 Figure 24 Internet Properties Dialog Box eene enne nennen rennen trennen ene tn nene enne trennen enne 88 Figure 25 Delete Files Dialogi oi e herr d He I ea pte tee URP EORR e Re to ep ta uen 89 Figure 26 Internet Properties Advanced window Settings sessi 90 Figure 27 Internet Options Security window eese nennen trennen inneren 91 Figure 28 Security Settings window esee 92 Figure 29 Pop up Blocker Settings dialog box eene nnne enne ene tnen nennen nennt 93 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Figure 36 Figure 37 Figure 38 Pop up options from information bar teen trennen enne 94 Allow Web site pop up confirmation ener 95 Internet Properties Dialog BOX 258r UU dee Ier rep ERE ee Ee eae Side 96 Advanced window in Internet Properties eese nennen 97 Taskbar Properties Dialog Box
36. 26 Pfint Sched les ea eet 28 Raising a Case Information 31 Web Host PC Troubleshooting eene eene nnns 35 Microsoft SQLl Server 2005 nint isset tend a Cu E ea Cra a F eui exped a e C Enix ra Fes eia ka Pet v 36 Overview and installation 36 Version compatibility 36 Uninstalling and nnns 36 Backup and Restore the RCC 36 EE S tu eeu IR ERN ed oux 37 Rz Cis soto ioc ca hee 39 Database Gorr ptloni eiie oie ion Gg SORS FERE 42 Reporting for Contact Center Troubleshooting and Maintenance Guide 4 Table of Contents Internet Information Services sessi nennen nensis stris enne 43 IIS overview and 1 1 43 IS version compatibility o toe pre ren rre bre iD EU Pene ri ordei eed apr eina pee 43 Recreating Virtual Directories sssesssesseeeeseeeeneneeene enemies 43 Virtual folders not created in I
37. Center Troubleshooting and Maintenance Guide 40 Web Host PC Troubleshooting decus 8 9 Select the process RCCMonitor exe and click End Process to end this process Select the process PrintCaller exe and click End Process to end this process Close the Windows Task Manager window Click on Start gt All Programs gt Microsoft SQL Server 2005 gt Configuration Tools gt SQL Server Configuration Manager Select SQL Server 2005 Services from the left pane Select SQL Server SQLEXPRESS from the right hand pane From the toolbar click on Stop Service icon 10 After the service has stopped from the toolbar click Start Service to restart the service Perform the following steps to restore the CCRDB database 1 From the left of the Microsoft SQL Server Management Studio Express window in the Object Explorer pane expand PC name SQLEXPRESS gt DATABASES See Figure 2 Navigation tree view of databases Right click on CCRDB and select Tasks gt Restore gt Database 3 The Restore Database CCRDB dialog box will open as shown in Figure 4 Restore Database control dialog box NN40020 403 Web Host PC Troubleshooting 41 Restore Database CCRDB E o Select a page Destination for restore Select or type the name of a new or existing database for your restore operation To database To a point in time Most recent possible E Source for restore Specify the source an
38. Client PC see Allowing pop ups on page 92 to change the pop up blocker settings 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 2 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 Ad Blocking On Spam Alert On Figure 21 Ad Blocking option in Norton Internet Security NN40020 403 Web Host PC Troubleshooting 75 This opens the Ad Blocking window 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 Security 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 VVeb pages Turn on Ad Blocking on Popup Window Blocking n T 5 F1 3 Ad Trashcan The Ad Trashcan lets you remove ads from Web pages and create new Ad Blocking rules Figure 22 Ad Blocking Wi
39. Host PC Troubleshooting 83 NoCCData No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager as follows 1 seo Pe ues ps 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 Skillset List to open the Skillset List page Click on Configure to open the Skillset Properties page Enter the properties to create a new skillset and click Submit The XML for the newly created skillset will be updated in the CCRSAppServer The data will be available to RCC in the next data query NoCCKeyCode Perform the following steps to check that the Contact Center application keycode is enabled 1 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 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 Verify that the following Keycodes are flagged as ACTIVE e ICC e ICC Skillset at least one e ICC Reporting If the
40. ION THAT YOU ACCEPT ALL OF THE TERMS CONTAINED IN THIS BINARY CODE LICENSE AGREEMENT AND SUPPLEMENTAL LICENSE TERMS COLLECTIVELY AGREEMENT L PLEASE READ THE AGREEMENT CAREFULLY O BY DOWNLOADING OR INSTALLING THIS Typical setup All recommended Features will be installed Custom setup Specify the features to install For advanced users Figure 40 JRE License Agreement and setup type window NN40020 403 Client PC Troubleshooting 105 The Installation Wizard will install Java SE Runtime Environment 6 with the latest release version 6 When the installation is complete the Installation Completed window will be displayed as shown in Figure 41 JRE Complete window Click Finish 1 Java TM SE Runtime Environment 6 Complete Complete The Install Wizard has successfully installed Java TM SE Runtime Environment 6 Click Finish to exit the wizard Figure 41 JRE Complete window JRE will now be installed on the Client PC The Real Time page will display the Java Runtime Environment applet logo along with the version of JRE installed as shown in Figure 42 JRE applet logo on Real Time page If the JRE applet logo does not display the installed version of JRE close and open a new Internet Explorer browser window and log back on to Reporting for Contact Center Navigate to the Real Time page again The Submit button will now be enabled to allow the user to open up Real Time screens to view Repor
41. 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 the Internet Explorer icon and select Internet Properties See Figure 7 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 7 Internet 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 scroll down to the setting Reuse windows for launching shortcuts see Figure 26 Internet Properties Advanced window Settings Make sure that the check box is cleared Reporting for Contact Center Troubleshooting and Maintenance Guide 90 Client PC Troubleshooting Internet Properties General Security Privacy Content Connections Programs Advanced Settings Enable folder view for FTP sites Enable Install On Demand Internet Explorer Enable Install On Demand Other Enable offline items to be synchronized on a schedule Enable page transitions Enable Personalized Favorites Menu Enable third party browser extensions requires restart Enable visual styles on button
42. M 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 No CC Data NN40020 403 Web Host PC Troubleshooting 69 No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager Reporting for Contact Center Troubleshooting and Maintenance Guide 70 Web Host PC Troubleshooting 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 gt Nortel gt BCM gt BCM Element Manager 2 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 key
43. Start to restart the IIS Service Ensure that the World Wide Web Publishing service is also running by repeating steps 1 to 3 replacing IIS Admin service with World Wide Web Publishing Service Close all windows NN40020 403 Web Host PC Troubleshooting 45 Java Runtime Environment Java overview and installation PCs that have network access to the Web Host PC known as Client PCs 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 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 TM SE Runtime Environment 6 installed on your PC for correct operation of Reporting for Contact Center See the following section Real Time screens are not displayed correctly on page 45 Note At the date of release of this guide Java SE Runtime Environment v 1 6 0 release version was the la
44. Time 06903A00903A00 QDataType ALL KKPW 1234 Regstring lt Reason gt InvalidPassword lt Reason gt lt ErrorData gt Figure 49 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 ReqString is the information sent to the Contact Center by CCRS Test page NN40020 403 BCM and CCRS Troubleshooting 115 e Reason is the reason why the XML error occurred In the XML error example in Figure 49 InvalidPassword XML error in CCRS Test page the reason given is InvalidPassword indicating that the password used in the CCRS Test page is incorrect A full list of the XML errors that can be displayed are as follows Invalid XML 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 NoCCData No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager NoCCKeyCode The keycode used to enable the Contact Center application is not present CCRSDisabled The CCRS data stream
45. View SoftBoard 15 25 27 51 75 76 124 127 J Java Cache 49 50 Java Runtime Environment 17 22 35 45 47 48 89 90 100 103 104 105 121 122 L License Agreement 103 Localhost 73 Logging Menu 14 15 Login 23 37 72 77 78 88 M Maintenance 11 32 Microsoft 17 31 32 35 36 37 39 40 42 43 65 73 75 121 122 124 Microsoft SQL Server 17 32 35 36 37 39 40 42 65 85 122 MySQL database 9 32 33 36 N Nortel Contact Center Reporting Server 9 67 80 83 85 109 111 121 Nortel Reporting for Contact Center 9 11 13 14 16 17 19 20 23 25 27 29 31 32 35 36 37 43 45 48 51 52 54 56 58 63 66 67 70 72 74 76 78 79 81 85 87 88 94 96 97 98 104 105 114 116 117 118 120 121 122 123 124 125 126 127 Operating System 31 43 125 P Password 22 37 66 67 68 69 70 80 81 82 83 84 125 Pop up 91 92 Port Number 51 123 Print Schedules 13 28 R Real Time screens 13 15 21 22 23 45 48 49 51 54 65 66 70 72 73 74 88 89 91 92 99 104 105 111 113 123 124 125 126 Report Viewer 45 63 89 98 121 T TCP IP 73 110 122 123 125 Reporting for Contact Center Troubleshooting and Maintenance Guide 130 Index Troubleshooting 9 11 35 87 109 U URL 56 58 125 User 9 31 36 45 59 67 68 69 70 80 81 82 83 84 96 110 120 121 122 125 Wallboard
46. X in the top left hand corner Yes Yes No No M Raise a Case CC Did you resolve gt the problem No Yes i Consult Nortel RCC Is your Wallboard Real Time refresh interval 1 second Yes Reporting for Contact Center Troubleshooting and Maintenance Guide 22 Flow Charts Q Do you see Page cannot be displayed rather than an error message To see HTTP 500 error messages by disabling friendly HTTP error messages in Internet Explorer see Page cannot be displayed message on page 95 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 95 Install the Java Runtime manually To manually install Java Runtime Environment see Real Time screens are not displayed correctly on page 45 Q Is there a correct response from the CC using the CCRStest page See CCRS Test Page Q Do you see a red status icon with an error message next to it Should an error message be returned from the Contact Center it will be displayed directly below the Connection Status indicator with a red status icon next to it 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 65 a Invalid Requ
47. able to load client print control Figure 43 Print warning message The warning message displayed is due to an ActiveX control that cannot be installed Perform the following steps to install the ActiveX component 1 Either contact your system administrator to log on to the PC or log on with adminstrator rights 2 Log on to RCC and from the Reports and Schedules page select a report Click View to open the Report Viewer window 4 Click the Print icon The warning message as shown in Figure 43 Print warning message will appear along with an Information bar in the Report Viewer window See Figure 44 MS SQL Server add on in Information bar Reporting for Contact Center Troubleshooting and Maintenance Guide 108 Client PC Troubleshooting Report Viewer Windows Internet Explorer 8 TEM BR ee TRIER E Server from Microsoft Corporation IF you trust the webste andthe add on and want to instal k m Kee i4 4 jofi b bi NORTEL Company Name TestComp Report Title Agent Activity by Agent Report Period 24 Jul 2007 00 00 to 24 Jul 2007 08 59 Report Created 24 Jul 2007 11 Data Timestamp E HE No Total Total No Total No Total No Total No Total No Total No Total No Total i Time Time Time Time Time Time Time Ti Figure 44 MS SQL Server add on in Information bar 5 Click on the Information bar and select the install option The report will be regenerated 6 Click the Print
48. alid XML data error message eeeseeeeeeeseeeeeeee enne nennen enne rre trennen nnne 116 Figure 51 ERROR Invalid Data Detected page 117 Figure 52 Incompatible schema version between RCC and XML error message see 118 NN40020 403 List of Figures 7 Reporting for Contact Center Troubleshooting and Maintenance Guide 8 List of Tables List of Tables Table 1 IIS version compatibility with Microsoft Windows Operating Systems sse 43 Table 2 Issues causing the error messages seen in the Real Time screens esee 66 Table 3 Issues causing the error messages in the Download Contact Center data window sss 80 Table 4 A sample of acceptable date and times for requesting historical XML data eese 113 NN40020 403 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 Prov
49. an 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 IP 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 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 122 Glossary Create bat Firewall Contact Center Reporting Server also known as the Application Server or Ap
50. are connecting to the same Contact Center Restart RCC Launcher as described in InvalidRequest on page 80 CannotConnectToCC The Contact Center Reporting Server can not connect to the Contact Center This can be due to either one of the following reasons The Contact Center is disabled The Voicemail and CCRSAppServer on BCM 4 0 and BCM50 3 0 only Services have to be started There are multiple PCs attempting to access the Contact Center NN40020 403 Web Host PC Troubleshooting 85 1 The Contact Center is disabled Perform the following steps to start the Voicemail and CCRSAppServer on BCM 4 0 and BCM50 3 0 only Services a Open Element Manager by clicking on Start Programs Nortel BCM BCM Element Manager b 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 d Expand the General folder and click Service Manager A list of all the services on the BCM is displayed e Locate and verify that the following services are flagged with the Startup as Enabled and Status as Running f voicemail For BCM 4 0 and BCM50 3 0 systems only the following service should also be verified g CCRSAppServer h If any of these services are not running select the service and click Start Click Yes in the warning message box to confir
51. are one of several tools used to build a firewall Raise a 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 ROG eere Abbreviation for Nortel Reporting for Contact Center Real Time Screen 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 Remote Support This is a component of Webex Support Center This provides a rich and dynamic environment for conducting real time customer support NN40020 403 Glossary 125 Skillset Software Wallboard 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 t
52. 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 4 quick access to recently viewed pages Days to keep pages in history 20 IZ Clear History Figure 32 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 32 Internet 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 33 Advanced window in Internet Properties NN40020 403 Client PC Troubleshooting 97 Internet Properties T General Security Privacy Content Connections Programs Advanced Settings C Force offscreen compositing even under Terminal Server requ Notify when downloads complete g C Reuse windows for launching shortcuts Show friendly 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 HTTP 1 1 settings Use HTTP 1 1 C Use HTTP 1 1 through proxy connections lt Figure 33 Advanced window in Internet Properties 3 Click Apply to a
53. arm and Sophos inire tad ee eae dune cp gave a est vea d eeu ua 53 hune S 54 Anti Virus Software Slowing Down the File System sssssssssseeeeeeeene 54 Blank dialog 0x68 Dee depo dere Prae eee ite eee depu du v deduce ads 54 McAfee 8 0i Anti Virus software sess eene nnne nensis 54 Proxy Servel ionun DE 56 Proxy settings for 50 3 0 niid i i i igidi iii 56 Disabling Proxy Server i ig ace da a cu iaia aaas 56 URL not allowed to be proxied error message 58 Disabling the proxy server on a Client PC ecccceecceceeeeeeeeeeeeeeee eae eeeaaeseeeeeseaeeesaeeseaeeseeeees 59 Allowing exceptions on the proxy server sssssssssseseseeeeeeeneneneen nennen nnne 59 FuStOniGal tz Tore am 63 Error on page in Report Viewer atsieis seer enin ntn nennen enne eas 63 Reporting Services Restore Utility essent enne nnne 63 Real Screens utem hr e i e i etr e ue Seide ed tenerte 65 Gonnection Status not seca n o e d EE E Y Ra e er OR D eke eto ee te te ttd 65 Connection Status is red with error message nennen 65 Error messages in Real Time screens cccccceeeccececeeeeeeaeeeeneeceaeeeeaaeseeaeeseceeeesaaeseeaeeeeeeeee 65 Slow updates on Real Time
54. ass 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 2007 03 30 10 27 44 and 2007 03 30 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 Skip All Retry Cancel Ei pre 0 OS anae Figure 51 ERROR Invalid Data Detected page 3 The Administrator can click Skip to process XML data from the Contact Center but bypassing the erroneous invalid chunk of XML Clicking Skip will bypass all invalid XML data from an initial download from the Contact Center Retry will retry the same request again and Cancel will not process any XML and return the 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 the Contact Center that is incompatible version between the RCC receiving XML and the BCM sending XML If this occurs an incompatible XML schema Rep
55. auses 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 to 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 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 realtime file scanning settings Note Realtime 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
56. bled 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 114 or Invalid XML See Invalid XML on page 115 for symptoms of invalid XML data from the Contact Center CCRS 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 rec ccrstest htm from a Client PC The CCRS Test page opens up see Figure 47 CCRS Test page Reporting for Contact Center Troubleshooting and Maintenance Guide 112 and CCRS Troubleshooting a hitp localhost rcc ccrstest htm Microsoft Internet Explorer File Edit View Favorites Tools ay sxx 7 a A pO Search 7 Favorites E m e A Address http J localhost rccjccrstest htm v 2 X IP Address 10 1 1 103 8088 Use SSL
57. box Reporting for Contact Center Troubleshooting and Maintenance Guide 64 Web Host PC Troubleshooting Reporting Services Restore Utility Status Restore Reporting Services Figure 18 Reporting Services Restore Utility dialog box 2 Click on Restore Reporting Services to restore the encryption key from the last restore point created by DBI When this has been restored successfully the status of the Reporting Services restore operation will be displayed as shown in Figure 19 Reporting Services restored successfully dialog box Reporting Services Restore Utility Status Reporting Services restored successfully Restore Reporting Services Figure 19 Reporting Services restored successfully dialog box 3 Click Close The user should now be able to view the reports NN40020 403 Web Host PC Troubleshooting 65 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 Microsoft SQL Server 2005 may not be running To check if either of these services are running launch the Install Verification Utility from the desktop If neither of these services are running they will be launched by the IVU Connection Status is red with error message If there are problems with the Contact Center in the display of the Real Time screens the connection status indicator will be red
58. ccept 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 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 34 Taskbar Properties Dialog Box Under Taskbar appearance Group similar taskbar buttons will be checked Reporting for Contact Center Troubleshooting and Maintenance Guide 98 Client PC Troubleshooting 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 v 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 Figure 34 Taskbar Properties Dialog Box If the Reporting for Contact Center window and other Reports are grouped together in an Internet Explorer taskbar button right c
59. ce PCS For print schedules to print the Print Caller Service PCS must be running if it is not running as a service a user must be logged on to a PC Logging a user on the PC will automatically launch PCS However to check if it 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 printCaller exe 5 fit does not appear in that list then Print Caller Service PCS is not running To re launch PCS either reboot the PC or click Start gt All Programs gt Startup gt RCC Monitor NN40020 403 Web Host PC Troubleshooting 79 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 Connection The Contact Center Connection page will be displayed in the browser window Error messages Error in Download Contact Center data window The following table see Table 3 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 indicator is red This table also describes how the user is to resolve the issue Reporting for Contact Center Troubleshooting and Maintenance Guide 80 Web Host PC Troubleshooting Error message D
60. codes 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 CCRS Disabled Perform the following task 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager 2 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 For BCM 4 0 and 5 3 0 systems only the following service should also be verified e CCRSAppServer NN40020 403 Web Host PC Troubleshooting 71 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 Lau
61. d 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 111 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 49 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 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 NN40020 403 Web
62. d any previously archived log files NN40020 403 Flow Charts 15 To Archive the current log files click the Archive Logs button This will create a single zip archive file of the current log files A new entry will appear in the list of archived files table following the Log files location on the Logging Menu page Recently created log file archives are indicated by a yellow star To stamp the Real Time log click the Stamp Real Time Log button This will stamp the Real Time log constantly for 15 seconds As the Real Time log can be quite large this option is useful for tracking down a problem to a specific time Clicking the Stamp Real Time Log button will disable the button for 15 seconds Stamping cannot be initiated again in this time until 15 seconds have passed After this time has elapsed the button will be enabled To download a log file archive click the Download Logs button next to the desired archive and save it to a location on your computer Note The maximum number of archives you can create is 5 When 6 archive is created it will automatically delete the oldest archive The file naming convention includes in the same order the year month day hour minute and second that the archive was created this can be used to determine how old the log file archive is To view the contents of the archive you will need to have either WinZip WinRAR or any other compatible zip file viewer installed The default compressed folder viewe
63. d location of backup sets to restore From database From device Select the backup sets to restore Server DEVLAPTOP SGLEXPRESS Connection 349 View connection properties Figure 4 Restore Database control dialog box 4 The latest backup file saved in the default location will be displayed Click OK to restore the CCRDB database with the latest saved database To restore the CCRDB database from a backup saved at a certain point in time under Destination for restore select the ellipsis button to the right of To a point in time The Point in time restore dialog box will open 5 Select A specific date and time and select the point in time from the Date and Time boxes of the backup database set to restore from See Figure 5 Point in time restore dialog box Reporting for Contact Center Troubleshooting and Maintenance Guide 42 Web Host PC Troubleshooting 8 Point in time restore Point in time restore stops the restoration of the transaction log entries after a specified point in time You can specify the point in time or the most recent state possible Restore to The most recent state possible A specific date and time Date 11 05 2007 Time 12 07 44 Figure 5 Point in time restore dialog box 6 Click OK 7 The specified point in time backup file will be displayed Click OK to restore the CCRDB database with this database After the CCRDB database backup is restored start
64. d 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 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 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 Repo
65. e index asp Google File Edit View Favorites Tools w d e Nortel Reporting For Contact Center This site might requre the Following Activex control Java TM SE Runtime Environment 6 from Sun Microsystems Inc here to install The Java Runtime Environment is not Installed or is Disabled To install the Java Runtime Environment press F5 to refresh this page An Internet Explorer Security Warning box should appear click Install to start the installation If a yellow bar appears at the top of the page instead please consult the Reporting for Contact Center Troubleshooting amp Maintenance Guide to resolve the issue Real Time Please select the type of Real Time screens and skillsets you wish to view from the list below Real Time Agent Summary Call Summary Agent Alarms Agent Detail Call Detail Wallboard Setup You have no favourites saved Time Bins Setup SKILL1 Reports and Schedules SelectAll Create Favourite 4 Internet io0 Figure 39 ActiveX control message in Information Bar There are 2 messages that can be displayed in the Information Bar as follows Message 1 This site might require the following ActiveX control Java TM SE Runtime Environment 6 from Sun Microsystems Inc Click here to install Reporting for Contact Center Troubleshooting and Maintenance Guide 104 Client PC Trouble
66. ed to the web browser Proxy settings for BCM50 3 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 58 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 12 Selecting LAN Settings from Connections window The Local Area Network LAN Settings window will be displayed NN40020 403 Web Host PC Troubleshooting 57 Internet Options General Security Privacy Content Connections Programs Advanced set up an Internet connection click 3 Setup Dial up and Virtual Private Network settings heme ve Choose Settings if you need to configure a proxy Settings server for a connection di connector 3l whenever a network connection is not present aM dial my default connection Local Area Network settings LAN Settings do not apply to dial up connections LAN Settings Choose Settings above for dial
67. enne entente enne ener eene rennen innen 39 Restore Database control dialog box sess nre 4l Point in time restore dialog box ssessssssssssssssesseeeeeeener ener enne 42 Page cannot be found error inessage nO pte e ivre ee ineo i ieee 46 Internet Properties Dialog Box 47 Advanced window for JRE 1 6 0 for applet selection eese eene ener 48 Clearing the Java Cache Control Panel 0 ecccsscessesssessceeseeecesceeseceaecnaecsaecaeecaeeeeecaeesaeseneeeeeeeneeereeeenseenaes 49 Clearing the Java Cache Java Control Panel sse 50 Clearmg the Java Cache Prompt mnt poc E b ER eC ERE ep REE 50 Selecting LAN Settings from Connections window eese eene nennen nennen 57 Disabling proxy server in LAN Settings rennen enne 58 Proxy setver denying access to RCG iive on RR ab he OI net buts 59 Selecting LAN Settings from Connections window eese nennen nennen enne 60 Proxy server enabled in the LAN Settings window seeeseeeeseeeeeeeeneennenne nennen nennen 61 Allowing an IP Address exception in Proxy Settings eesesesseeeeseeeeeenen ener rennen 61 Reporting Services Restore Utility dialog enne 64 Figure 19 Reporting Services restored successfully dialog box essent 64 Figure 2
68. erError Contact your distributor for first level support If you are a distributor contact Nortel Solutions Center see Getting Help over the phone from a NN40020 403 Web Host PC Troubleshooting 87 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 88 Client PC Troubleshooting 7 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 Tips for Internet Explorer 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 as follows 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 24 Internet Properties Dialog Box Internet Properties General Security Privacy Content Connections Programs Advanced Home page You can change which page to for your home page Address http www google com __ Jse Curre Use Default Temporary Intemet files F Pages
69. ere 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 i Schedule a Consult Nortel Report to Print RCC d These oval shapes are either the start point of a flow chart which will also be colored green or a terminating action in the flow chart Terminating actions require you to consult further with Nortel regarding the current problem For further help refer to the How to get Help section on page 11 The terminating actions display either Consult Nortel RCC or Consult Nortel CC indicating whether the Reporting for Contact Center RCC component or the Contact Center CC requires the initial focus of consultation with Nortel Support If you suspect a problem with RCC collect the RCC logs If you suspect a problem with the BCM collect the BCM logs If you are unsure whether the problem originates on the BCM or the RCC collect logs from both Note Various diagnostic logs are always running when Nortel Reporting for Contact Center is operational The Logging Menu allows you to Archive the current log files and downloa
70. ering 33 f Restart the SQL Server SQLExpress service g Restart the RCC Launcher service 18 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 Support 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 34 Raising a Case Information Gathering NN40020 403 35 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
71. escription of the issue The request from the client application is not valid Invalid Request restart the RCC Launcher The Voicemail service is not running on the Contact VMServiceNotRunning Center Restart the Voicemail service on the Contact Center through the Element Manager The password used by the client application is not InvalidPassword 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 NoKeyCode not present Enter the correct keycode No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager The keycode used to enable the Contact Center application is not present Enter the correct keycode 2 The CCRS data stream is disabled Enable the CeRS Disabled CCRS AppServer in Element Manager The server is too busy to handle the request too many simultaneous users Check that other ServerBusy Reporting for Contact Center clients are not communicating with the same Contact Center restart the RCC Launcher CannotConnectToCC The CCRS cannot contact the Contact Center CannotConnectToDB Could not connect to the database CCRefusedConnection Indicates that the Contact Center refused to register HistoricalReqOver3Hours UnknownServerError the AppServer The request from the client application is not valid exceeds three hours restart the RCC Launcher If none of the above
72. est The request from the client application is not valid restart the RCC Launcher b Voicemail Service Not Running The Voicemail service is not running on the Contact Center Restart the Voicemail service on the Contact Center through the Element Manager c Invalid Password The password used by the client application is not valid Enter the correct password use the CCRS test page to check if you are not sure d No Key Code The keycode used to turn on the CCRS data stream is not present Enter the correct keycode e No CC Data No data is present in the CCRSAppServer database Configure at least one skillset in CallPilot Manager f No Contact Center Key Code The keycode used to enable the Contact Center application is not present Enter the correct keycode g CCRS Disabled The CCRS data stream is disabled Enable the CCRSAppServer in the Element Manager NN40020 403 Flow Charts 23 h Server Busy The server is too busy to handle the request too many simultaneous users Check that other Reporting for Contact Center clients are not communicating with the same Contact Center restart the RCC Launcher i CDN Conflict There is a Control Directory Number CDN conflict in the Skillset and CDN identified in the error message this must be resolved in the CallPilot Manager interface j Unknown Server Error If none of the above consult Nortel Support Increase your Wallboard and Real Time refresh rate to
73. evel Custom Level Default Level Figure 27 Internet Options Security window To change the security settings select the Web content zone used to connect to the Web Host PC contact your network administrator for any assistance required as follows e Ifthe Internet is used to access the Web Host PC for instance using an IP Address for example http 10 10 10 102 rcc select Internet e If your intranet is used to access the Web Host PC for instance a network name is used for example http AndysPC rcc select Local intranet or e Ifthe Web Host PC has been added as a trusted site to access RCC select Trusted sites and click Sites to view all trusted sites select Trusted sites Under Security level for this zone for the Web zone selected in step 2 click the Custom Level button The Security Settings window will open From the Security Settings window scroll down to Download signed ActiveX controls as shown in Figure 28 Security Settings window Select the Enable check box Reporting for Contact Center Troubleshooting and Maintenance Guide 92 Client PC Troubleshooting Security Settings Settings Administrator approved Disable Enable Download signed Activex controls Disable _ Prompt 19 Download unsigned Activex controls Disable Enable Prompt Initialize and script Activex controls not marked as safe Disable v rm LI lt 3 Reset custom settings
74. ew from the list below Real Time Agent Summary Call Summary Agent Detail Call Detail Wallboard Setup You have no favourites saved Time Bins Setup 2 SKILL1 Reports and Schedules SelectAll Figure 37 JRE installation message Manual installation of Java Runtime Environment To install the JRE perform the following steps 1 Press F5 to refresh the page Reporting for Contact Center Troubleshooting and Maintenance Guide 102 Client PC Troubleshooting 2 Ifthe Internet Explorer Security Warning window appears as shown in Figure 38 Internet Explorer Security Warning window click Install Go to step 11 Internet Explorer Security Warning Do you want to install this software Name Java TM SE Runtime Environment 6 0 Publisher Sun Microsystems Inc more options While files From the Internet can be useful this File type can potentially harm your computer Only install software from publishers you trust What s the risk Figure 38 Internet Explorer Security Warning window If the Internet Explorer Security Warning box does not appear a yellow Information Bar will appear just above the Nortel logo as shown in Figure 39 ActiveX control message in Information Bar NN40020 403 Client PC Troubleshooting 103 Nortel Reporting for Contact Center Windows Internet Explorer SEE Go v http 30 30 30 12 rcc realtime pagesjrealtim
75. ew the Real Time screen pop ups from 3 Click Add and Close You should now be able to view Real Time screens Alternatively if pop ups are blocked from the Web Host PC and an information bar is displayed in the Real Time page perform the following 1 Click on the information bar and select Always Allow Pop ups from This Site as shown in Figure 30 Pop up options from information bar Reporting for Contact Center Troubleshooting and Maintenance Guide 94 Client PC Troubleshooting Nortel Reporting for Contact Center Windows Internet Explorer DER Go rni http 30 30 30 16 rcc realtime pages realtime index asp 2 zj Fie Edit View Favorites Tools Help abe Nortel Reporting For Contact Center 53 Pop up blocked To see this pop up or additional options click here Temporarily Allow Pop ups Always Allow Pop ups from This Site Settings More information Real Time Please select the type of Real Time screens and skillsets you wish to view from the list below Real Time 0 Agent Summary Call Summary Agent Detail O Call Detail Wallboard Setup You have no favourites saved Skillsets WMMMMMMMMMMMMMMW Reports and Schedules E SKILL4 SKILLS SKILL6 SKILL7 SKILL8 SKILL9 SKILL10 Time Bins Setup amp 2 Java Runtime Installed v1 6 0 I Java 9 Internet Figure 30 Pop up options from informat
76. ft Microsoft Windows Server System SQL Server 2005 Server type Database Engine Server name DEVLAPTOP SGLEXPRESS v Authentication SQL Server Authentication Y Login backupuser Password Cancel Help Options gt gt Figure 1 SQL Server Management Studio login dialog box Note During the backup and restore operations of the database do not access the Reporting for Contact Center Web pages This also applies to any Client PC connected to the Web Host PC Backup 1 From the left of the Microsoft SQL Server Management Studio Express window in the Object Explorer pane expand PC name SQLEXPRESS gt DATABASES See Figure 2 Navigation tree view of databases Reporting for Contact Center Troubleshooting and Maintenance Guide 38 Web Host PC Troubleshooting File Edit View Tools Window Community Help 9 new Query a7 ih o BB Object Explorer 5 3 m i3 T HA DEVLAPTOP SQLEXPRESS SQL Server 9 0 2047 sa 8 Databases System Databases E RCCReports ReportServer SSQLExpress ReportServer SSOLExpressTempDB Security 0 Server Objects Replication Lj Management Qi Database Diagrams Tables Views Synonyms QE Programmability Security E E amp amp Figure 2 Navigation tree view of databases 2 Right click on CCRDB and select Tasks gt Backup The Back Up Database CCRDB dialog box will open as shown in F
77. g 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 essential that the user checks that files listed under the section exe files used by Reporting for Contact Center page 51 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
78. g displayed incorrectly uninstall JRE version 1 6 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 Java TM SE Runtime Environment 6 click Remove Click Yes to confirm uninstalling the program 6 Re install Java Runtime Environment 6 on the Web Host PC by opening C Program Files Nortel Reporting for Contact Center Java Double click on the file jre 6 windows i586 exe to install the Java Runtime Environment When JRE 1 6 0 is installed on the PC you should be able to view Real Time screens correctly NN40020 403 Web Host PC Troubleshooting 49 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 window and double click on the Java icon E Control Panel File Edit View Favorites Tools Help Back d gt _ Search Folders Address e Control Panel Control Panel Accessibility Add Hardware Add or gt Switch to Category View Options
79. he correct keycode The CCRS data stream is disabled Enable the CCRS AppServer 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 2 Issues causing the error messages seen in the Real Time screens To resolve the error messages seen in the Real Time screens perform the following troubleshooting steps against the error message displayed Invalid Request EP 0 DOS OS 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 403 Web Host PC Troubleshooting 67 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
80. he 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 Note The Agent Audit report the recommended report period being 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 32 Raising a Case Information Gathering 13 14 15 16 17 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 the 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 Fea
81. hem or to install updates or patches 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 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 Publishing 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 ipView Software Wallboard also referred to as ip View SoftBoard A Windows software application that provides a software 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 ip View SoftBoard is completely compat
82. ible with the ip View 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 126 Glossary TCP IP Virtual Directory Wallboard ports stopping many 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 use
83. ides 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 solutions 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 403 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 w
84. igure 3 Back Up Database control dialog box 4 Click OK to back up the CCRDB database This will take a few minutes depending on the size of your database NN40020 403 Web Host PC Troubleshooting 39 Back Up Database CCRDB El x 25 Script Source Database Backup type Backup component Database Files and filearoups E E Backup set Name CCRDB Full Database Backup 00000 Description EE Backup set will expire After 0 zj days 30 03 2007 hd Connection acuit DEVLAPTOP SOLEXPRESS Disk Connection sa View connection properties Ready Figure 3 Back Up Database control dialog box Note Your CCRDB database backup file will be saved to the default location C Program Files Microsoft SQL Server MSSQL I MSSQL Backup Do not move the backup file from the default location You may copy over the back up file to a network location where files are automatically backed up to a storage media Contact your network administrator for advice on your company prodecures for backing up and restoring the database Restore Before restoring the CCRDB database stop RCC processes and the SQL Server service as follows 1 Press Ctrl Alt Delete and click Task Manager to open the Windows Task Manager dialog box 2 Select the Processes tab to view all the processes running on the Web Host PC Reporting for Contact
85. ing 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 C op p 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 82 Web Host PC Troubleshooting 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 79 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 passwor
86. ion bar 2 message box will be displayed to confirm allowing pop ups from the Web Host PC as shown in Figure 31 Allow Web site pop up confirmation box Click Yes to refresh the Real Time page NN40020 403 Client PC Troubleshooting 95 Allow pop ups from this site Figure 31 Allow Web site pop up confirmation box 3 Select the Real Time screen check boxes to view again and click Submit The Real Time screen should pop up Page cannot be displayed message If Internet Explorer 6 or above 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 32 Internet Properties Dialog Box Reporting for Contact Center Troubleshooting and Maintenance Guide 96 Client PC Troubleshooting Internet Properties General Security Privacy Content Connections Programs Advanced Home page fou can change which page to use for your home page Address ittp JH Iflex ca norkel com Use Current Use Default Use Blank Temporary Internet files d Pages you view on the Internet
87. is defined as the PC where Reporting for Contact Center was installed This section is further divided into the following subsections Microsoft SQL Server 2005 Internet Information Services Java Runtime Environment Firewalls Anti Virus Proxy Server Historical Reports Wallboards Printing report Miscellaneous Reporting for Contact Center Troubleshooting and Maintenance Guide 36 Web Host PC Troubleshooting Microsoft SQL Server 2005 Overview and installation The historical report information is stored in a standard SQL Server 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 Microsoft SQL Server 2005 which maintains the SQL Server database Version compatibility Microsoft SQL Server 2005 is used for administrating and maintaining historical data for Reporting for Contact Center for BCM50 3 0 The user does not need to uninstall this version of Microsoft SQL Server 2005 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 The Microsoft SQL Server
88. ith Reporting for Contact Center this guide which is divided into appropriately named chapters enables the user to quickly refer to a particular section For instance if the user sees an issue on the Web Host PC the reader can go directly to the Web Host PC Troubleshooting chapter and look up the relevant topic to troubleshoot Alternatively the user can troubleshoot a problem encountered in Reporting for Contact Center by using flow charts These are provided in the Flow Charts chapter beginning on page 13 The flow charts cover several areas of Reporting for Contact Center from the installation and connection of Reporting for Contact Center to print schedules for reports If a problem can not be resolved in this guide the user is advised to consult Nortel Technical Support this will be referred to as Nortel Support in the rest of this document The following section How to get Help provides information on how to get help from Nortel for either Reporting for Contact Center issues or issues with the Contact Center How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site http www nortel com support This site enables customers to e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notification of new soft
89. 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 84 Web Host PC Troubleshooting 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 the Administration tab 7 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 For BCM 4 0 and 5 3 0 systems only the following service should also be verified b 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 ServerBusy The user should contact their network administrator or support technician to diagnose if multiple PCs
90. licking the Internet Explorer taskbar button and selecting Close Group as shown in Figure 35 Selecting Close Group option from Internet Explorer Programs taskbar button may cause an Internet Explorer problem Incoming Call Report Summary Report Cascade C Activity Code Report By of Pegs Tile Horizontally e Activity Cade Rennrt Av Anent Tile Vertically amp Minimize Group 2 start Windows Task Manager Internet Explorer Figure 35 Selecting Close Group option from Internet Explorer Programs taskbar button If Internet Explorer encounters problems an error message will be shown as in Figure 36 Internet Explorer Close Group Error NN40020 403 Client PC Troubleshooting 99 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 will treat this report as confidential and anonymous To see what data this error report contains click here Send Error Report Figure 36 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 Rep
91. m start up of the service i 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 84 for resolving multiple PCs accessing the Contact Center 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 BCM 4 0 BCM50 2 0 or a BCM50 3 0 system Starting the database service on a BCM 4 0 or a BCM50 3 0 system 1 Open Element Manager by clicking on Start gt Programs gt Nortel gt BCM gt BCM Element Manager 2 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 4 Expand the General folder and click Service Manager A list of all the services on the BCM is displayed Reporting for Contact Center Troubleshooting and Maintenance Guide 86 Web Host PC Troubleshooting 5 Locate postgres service and ensure it is set to Enabled and Running 6 If not select postgres service and click Stop In the confirmation message box click Yes to stop the Postgres service 7 Wait 30 60 seconds 8 Select postgres from the list of services and click Start Click Yes in the warning message box to confirm restarting
92. ncher as described in Invalid Password on page 66 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 CDN conflict with skillset using CDN t 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 is 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
93. nd times for requesting historical XML data as follows QStartDate QStartTime QEndDate QEndTime 2006 09 14 12 00 00 2006 09 14 15 00 00 Table 4 A sample of acceptable date and times for requesting historical XML data 7 Enter the CCRS password in the CCRS field Click Submit Query to get XML data from the BCM See Figure 48 XML data from the BCM C Documents and Settings Aishak My Documents CR s Miscellaneous CR BCM 3 6 rebo BAR File ay Address C Documents and Settings AishakiMy Documents Go lt xml versionz 1 0 encoding UTF 8 Edit View Favorites Tools Help gt B i f Search 7 Favorites Google 3 Em 3 lt RTData xmlns xsiz http www w3 org 2001 XMLSchema instance xsi noNamespaceSchemaLocation RealTimeData xsd ReqTime z 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 gt lt gt lt IsSuper gt 1 lt IsSuper gt lt RTAgent gt RTSS Enabled 1 gt Done 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
94. ndow 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 76 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 that 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
95. ng 18 1 1 52 with 32 bytes of data Reply from 16 1 1 52 bytes 32 time lt ims TTL 128 Reply from 16 1 1 52 bytes 32 time lt ims TTL 128 Reply from 18 1 1 52 bytes 32 time lt ims TTL 128 Reply from 10 1 1 52 bytes 32 time lt ims TTL 128 Ping statistics for 10 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 46 Successful ping response to Web Host PC If the user does not receive response packets back from the BCM there is pinging failure see the section Resolving pinging failure on your network page 110 Resolving pinging failure on your network If there is pinging failure to the BCM an error message will be seen in the Command Prompt window after attempting to ping to the BCM The user should resolve this with the network administrator The error messages shown on attempting to ping the BCM can be one of the following Reporting for Contact Center Troubleshooting and Maintenance Guide BCM and CCRS Troubleshooting 111 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 ena
96. ng failure on your 110 Checking XML from the Contact 111 CORS FeSt Page E 111 Contact Center error Sisner LEER 114 Invalid XML uM utu ce 115 Incompatible XM be 5 eec tete eec hedera nene dee e a ee eee eaae 117 Voicemail patch and igi inneren 118 Upgrade and Patch procedure for the BCM and Reporting for Contact Center 119 Voicemail Patch procedure o iniii iridia nnns nnns nnns 119 Glossary cene pun tad CX va Eo Ce EAR Ri EON D Le DEBER 121 PT 128 e 129 Reporting for Contact Center Troubleshooting and Maintenance 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 SQL Server Management Studio login dialog box 37 Navigation tree view of databases 3 cone teet Aa diac RD fet toe n inte te ules 38 Back Up Database control dialog
97. nter In this case press Ctrl F5 to refresh the page with the current version of Reporting for Contact Center Reporting Services Restore Utility The RCC installation forces Reporting Services to create an encryption key In the unlikely event that the Reporting Services encrytion key is compromised when attempting to view a report a user may see the following message Microsoft ReportingServices Diagnostics Utilities ReportServerDisabledException The report server cannot decrypt the symmetric key used to access sensitive or encrypted data in a report server database You must either restore a backup key or delete all encrypted content Check the documentation for more information rsReportServerDisabled rsRPCError Get Online Help The RCC Database Installer Utility DBI creates a backup of the reporting data encrytion key after the installation To restore the Reporting Services encryption key run the Reporting Services Restore Utility RSR as follows 1 From the Start menu select All Programs gt Nortel gt Reporting for Contact Center gt Reporting Services Restore Utility Note For a Web Host PC using a Windows Vista operating system with the User Account Control UAC feature turned on a warning message will be displayed as the RSR utility requires administrator rights to run Click Allow to run the application The RSR Utility dialog box will be displayed as shown in Figure 18 Reporting Services Restore Utility dialog
98. nter 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 NNTP NN40020 403 Glossary 123 Internet 1 Install Verification Utility AVU IP Address Java Runtime Environment Logs or Logging Microsoft SQL Server 2005 Express Offline content 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 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 A utility automatically run after Reporting for Contact Center RCC has been installed This utility checks that all the components of RCC have been installed and setup corretly An
99. nternet Information Services 43 Restarting the IIS Service sssssssssssssssssssss eene enne 44 Java Runtime ENVIOS eeii iad ape ei e i ei nennen enne nn i nenne aa 45 Java overview and installation sese enne nennen nnns trees 45 Java version trn senten 45 Real Time screens are not displayed 45 AVE CACC EET 49 Real Time screens are displayed but no data is seen clearing the Java Cache 49 hene epp d reta arie ain 51 Ports and exe files used by Reporting for Contact 51 Port Numbers used by Reporting for Contact Center 51 exe files used by Reporting for Contact Center sssssssssssseeeeeeeenenn 51 Common Firewall Configuration sssssssssessssees ener enne enne nennen 52 Uninstalling other firewalls sess enne nennen 52 Windows Firewall e ote o ye teased 52 Norton Internet Security and Personal Firewall sese 52 Zone Al
100. ons Guide NN40040 303 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 2000 IIS 5 0 Windows XP Professional IIS 5 1 Windows Server 2003 and IIS 6 0 Windows XP Professional Windows Vista IIS 7 0 Table 1 IIS 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 e java e ICCX e reportservice sqlexpress reports sglexpress Virtual folders not created in Internet Information Services Run the Install Verification Utility IVU from the desktop and it will check and if necessary re create any virtual directories that are missing Reporting for Contact Center Troubleshooting and Maintenance Guide 44 Web Host PC Troubleshooting Restarting the IIS Service Perform the following steps to restart the IIS service 1 2 Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services 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 IIS Admin and select
101. orting for Contact Center Troubleshooting and Maintenance Guide 100 Client PC Troubleshooting Real Time Viewer Real Time screens and Java Runtime Environment on Client PCs A Java Runtime Environment JRE 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 If the Java Runtime is not launched automatically you will not be able to view the Real Time screens A warning message will be displayed near the top of the Real Time page in red bold font and the Submit button will appear disabled as shown in Figure 37 JRE installation message NN40020 403 Client PC Troubleshooting 101 Nortel Reporting for Contact Center Windows Internet Explorer DER Go v http 30 30 30 12 rcc realtime pagesjrealtime index asp Google File Edit View Favorites Tools abe e Nortel Reporting for Contact Center Help 2 5 432 0 61 The Java Runtime Environment is not Installed or is Disabled To install the Java Runtime Environment press F5 to refresh this page An Internet Explorer Security Warning box should appear click Install to start the installation If a yellow bar appears at the top of the page instead please consult the Reporting for Contact Center Troubleshooting amp Maintenance Guide to resolve the issue Real Time Please select the type of Real Time screens and skillsets you wish to vi
102. orting for Contact Center Troubleshooting and Maintenance Guide 118 BCM and CCRS Troubleshooting message will be displayed on the Reporting for Contact Center browser interface as shown in Figure 52 Incompatible schema version between RCC and XML Nortel Reporting for Contact Center Windows Internet Explorer ojx Go le http 30 30 30 111 rcc main main_index asp lt o ake e Nortel Reporting for Contact Center Help Admin 2 5 434 0 61 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 Main Menu Welcome System Manager Real Time From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules Figure 52 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
103. p 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 51 for Reporting for Contact Center port numbers and executable files Reporting for Contact Center Troubleshooting and Maintenance Guide 26 Flow Charts Hardware Wallboard View the Hardware Wallboard Are your statistics displayed AN Y es gt Y Is the message Outmode displayed No Is the sus Wallboard correctly configured in RCC Yes Y Can you ping the IP Address of the Hardware Wallboard No Do the statistics refresh every 1 No or 3 seconds Consult Nortel RCC Yes Y Are the statistics No Consult Nortel RCC accurate Do you have Yes M Agents logged No Login an Agent in No Yes Y Do the Real p Time screens work Yes Consult Nortel RCC A NN40020 403 Flow Charts 27 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
104. pServer 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 ActiveX Report 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 Contact Center within IIS 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 Collective name for the Reporting in Nortel Reporting for Contact Ce
105. porary Files v Downloaded Applets v Downloaded Applications v Other Files Cancel d Figure 11 Clearing the Java Cache Prompt NN40020 403 Web Host PC Troubleshooting 51 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 e Port 80 this is the standard port used by the Web Server the Web Host PC for Internet Information Services e Port 8088 used for the Reporting Server in the Business Communications Manager BCM e Port 3500 default value used by ip View SoftBoard to listen for incoming data and to echo to other wallboards Note this value is configurable when setting up a wallboard and should be noted e Port 6010 used by the Reporting for Contact Center Real Time RCCRT Server e 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 e inetinfo exe e java exe e printCaller exe e RCC Install Verification Utility exe e RCC Monitor exe e rcclauncher exe e RSBackup exe e wallboarddriver exe Reporting for Contact Center Troubleshooting and Maintenance Guide 52 Web Host PC Troubleshootin
106. r 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 Version 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 t
107. r data window sse 79 NN40020 403 Table of Contents 5 Client PC Troubleshooting raa rera iran nacre kan disais em iaaiiai aiaa 88 Tips for Internet EXplOFelo xt t eee tiet 88 Internet Explorer cache ie cea edente Diete beret 88 Deleting temporary Internet files ssssssssesesee eene 88 Launching Reporting for Contact Center from a 89 Internet Explorer security settings sssssssseneeenneenn nennen enne 90 Allowing tio 92 Page cannot be displayed message sssssssssssssssseeeee eene enne 95 Error on Closing Group of Internet Explorer Windows ssssseeeeeeennnen 97 Real Time Viewer cecidi quie aec d eed te de He ded dai duh 100 Real Time screens and Java Runtime Environment on Client 100 Manual installation of Java Runtime 101 Alternative method to a manual installation of Java Runtime Environment 106 Unable to Mr Toro e EE 107 BCM and CCRS Troubleshooting 110 Pinging the BCM Contact Center ssssssssssssssseeseeeene enne enne nnne rss 110 Resolving pingi
108. r that comes with Windows XP and above will not work with these archives For the ipView SoftBoard logging is activated by echoing to the loop back IP address of 127 0 0 1 The log file is stored in the installation folder of the SoftBoard To retrieve logs of a hardware wallboard set up an 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 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 N Did Setup Exe download from No mia the CC Yes Run RCC Setup Installation Consult Nortel RCC Did the Did you resolve the problem setup complete No 100 Yes Did the Web Host PC reboot Yes Did DBI launch No Yes Y Did IVU launch Restart the PC Launch RCC Is the RCC Login page Yes displayed No NN40020 403 Flow Charts 17 Is IIS Installed Refer to the Reporting for Contact Center Setup and Operations Guide NN40040 303 to check whether IIS is installed From Add Remove Windows Components install IIS Refer to the Reporting for Contact Center
109. r 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 5 Gopher Socks Use the same proxy server for all protocols Exceptions aia Do not use proxy server For addresses beginning with _ 10 1 1 103 Use semicolons to separate entries Figure 17 Allowing an IP Address exception in Proxy Settings Reporting for Contact Center Troubleshooting and Maintenance Guide 62 Web Host PC Troubleshooting d Click OK to close the LAN Settings dialog box e Click OK again to close the Internet Options dialog box NN40020 403 Web Host PC Troubleshooting 63 Historical Reports Detailed information on the Reports within Reporting for Contact Center can be found in the Reporting for Contact Center Reports Explained NN40010 626 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 the browser window may be caching an older version of Reporting for Contact Ce
110. rting 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 NN40020 403 Glossary 127 A designated on which Nortel Reporting for Contact Center software is installed The Web Host PC communicates directly with the Contact Center to retrieve Real Time updates 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 128 References 10 Contact Center Set Up and Operation Guide NN40040 301 ipView Software Wallboard Setup and Operation Guide NN40010 500 Keycode Installation Guide NN40010 301 Reporting for Contact Center Reports Explained NN40010 626 Reporting for Contact Center Setup and Operations Guide NN40040 303 Upgrade Guide N0060597 Reporting for Contact Center Troubleshooting and Maintenance Guide References 129 Index A ActiveX Report Viewer 45 90 91 101 102 103 121 Ad Blocking 73 74 120 Administrator 9 23 32 66 72 79 85 115 116 120 125 Adobe 122 Agent 31 120 Anti Virus Software 50 54 73 74 76 124 B Backup 120 BCM 4 0 32 56 67 69 80 83 84 85 111 118 50 2 0 84 85 111 BCM5S0 3 0
111. s and controls in web pages Force offscreen compositing even under Terminal Server requ Notify when downloads complete Reuse windows for launching shortcuts Show friendly HTTP error messages Show friendly URLs Show Go button in Address bar E Underline links Always SIC CIS ST ST DES Figure 26 Internet Properties Advanced window Settings 3 Click OK to close the Internet Properties dialog box Internet Explorer security settings Ensure that the Internet Explorer security settings on the Client PC allow the ActiveX Report Viewer and Java Runtime Environment 6 if not already installed on the Client PC to be downloaded from the Web Host PC to view the Reports and Real Time screens respectively by the following 1 Click Start and right click the Internet Explorer icon Select Internet Properties 2 Click on the Security tab See Figure 27 Internet Options Security window NN40020 403 Client PC Troubleshooting 91 Internet Options General Security Privacy Content Connections Programs Advanced Select a Web content zone to specify its security settings e amp o e Internet Localintranet Trusted sites Restricted sites Internet p This zone contains all web sites you haven t placed in other zones Security level for this zone Custom Custom settings To change the settings click Custom Level To use the recommended settings click Default L
112. s for dependencies if you also need to install a later version of RCC Uninstall RCC 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 RCC Launcher service on the RCC Web Host PC Apply the voice mail patch Reporting for Contact Center Troubleshooting and Maintenance Guide 120 and CCRS Troubleshooting NN40020 403 121 Glossary Ad 1 Administrator 9 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 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 c
113. set up an Internet connection click 3 Setup Setup Dial up and Virtual Private Network settings Choose Settings if you need to configure proxy server for a connection Never dial 4 connectior Dial whenever a network connection is not present A MER TA Y memet VER Nays dial my default connection 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 15 Selecting LAN Settings from Connections window 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 16 Proxy server enabled in the LAN Settings window Click Advanced The Proxy Settings window will open NN40020 403 Web Host PC Troubleshooting 61 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 f Address Proxy server Use a proxy server For your LAN These settings will not apply to dial up or VPN connections es Address 123 45 678 9 Port 1234 Bypass proxy server For local addresses Figure 16 Proxy server enabled in the LAN Settings window Under Exceptions ente
114. shooting If the Information Bar displays Message 1 or another release version of Java Runtime Environment 6 perform the following i Click on the Information Bar and click on Install ActiveX Control ii An Internet Explorer Security Warning window will appear see Figure 38 Internet Explorer Security Warning window Click Install to install the latest version of Java Runtime Environment 6 Message 2 Your security settings do not allow Web sites to use ActiveX controls installed on your computer The page may not display correctly Click here for options If the Information Bar displays Message 2 or any other similarly worded message your security settings will have to be adjusted to allow the Java Runtime Environment to be downloaded onto the Client PC Refer to Internet Explorer security settings on page 90 4 The installation of JRE will commence through an Installation Wizard 5 From the License Agreement window select the setup check box Typical setup recommended features will be installed See Figure 40 JRE License Agreement and setup type window Click Accept Java TM SE Runtime Environment 6 License License Agreement Please read the following license agreement carefully Sun Microsystems Inc Binary Code License Agreement for the JAVA SE RUNTIME ENVIRONMENT JRE VERSION 6 SUN MICROSYSTEMS INC SUN IS WILLING TO LICENSE THE SOFTWARE IDENTIFIED BELOW TO YOU ONLY UPON THE CONDIT
115. termine 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 Blocking 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 Print Caller Service PCS An 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 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
116. test JRE version available on the market Any future JRE version higher than this for example JRE 1 7 0 release version probably 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 screens are not being displayed correctly check that Internet Explorer is using JRE version 1 6 0 for applets or higher by the following Reporting for Contact Center Troubleshooting and Maintenance Guide 46 Web Host PC Troubleshooting Nortel Reporting for Contact Center Windows Internet Explorer SEE Go http 30 30 30 12 rcc admin pages system status asp File Edit View Favorites Tools Help P abe note Reporting For Contact Center 1 M Help v 2 5 432 0 61 System Status a Web Server Details re a Conocida SERVER_NAME 30 30 30 12 SERVER_PORT 80 SERVER PROTOCOL HTTP 1 1 System Administration SERVER SOFTWARE Microsoft IIS 5 1 Mozilla 4 0 compatible MSIE 7 0 Windows NT 5 1 HTTP USER AGENT NET CLR 1 1 4322 CLR 2 0 50727 CLR 3 0 04506 30 System Status C Programmi Nortel Reporting for Contact Loaaing geil EY REMOTE_ADDR 30 30 30 102 Company Details REMOTE_HOST 30 30 30 102 Maintenance Reporting RCC Database connection status Status Connection successfull Click Here to open the Download Stat
117. that only one firewall is installed on any one PC Windows Firewall Launch the Install Verification Utility IVU from the desktop any blocked ports in the Windows Firewall will be unlocked Norton Internet Security 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 403 Web Host PC Troubleshooting 53 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 52 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 54 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 c
118. the RCC Launcher service and start RCC Monitor as follows 1 Click on Start gt Settings gt Control Panel gt Administrative Tools gt Services 2 From the Extended window pane select RCC Launcher 3 Right click on RCC Launcher and select Start to restart the RCC Launcher service To start RCC Monitor perform the following 1 Click on Start gt All Programs gt Startup gt RCC Monitor 2 The RCC Monitor splash screen will be displayed users are now allowed to access the RCC Web pages Database Corruption Microsoft SQL Server 2005 maintains itself and automatically repairs any corruptions However if a corruption is detected run the Install Verification Utility IVU to automatically check this for you by clicking Start gt Programs gt Nortel gt Reporting for Conatact Center gt RCC Install Verification Utility NN40020 403 Web Host PC Troubleshooting 43 Internet Information Services 115 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 Operati
119. ting for Contact Center Troubleshooting and Maintenance Guide 106 Client PC Troubleshooting Nortel Reporting for Contact Center Windows Internet Explorer DER v Y http 30 30 30 12 rccjrealtime pages realtime index asp w dr e Nortel Reporting For Contact Center v 2 5 432 0 61 Real Time Please select the type of Real Time screens and skillsets you wish to view from the list below Real Time Agent Summary O Call Summary Agent Detail O Call Detail Wallboard Setup You have no favourites saved Time Bins Setup M SKILL1 Reports and Schedules La Internet amp 10005 Figure 42 JRE applet logo on Real Time page Alternative method to a manual installation of Java Runtime Environment If the JRE still can not install start the installation by the following 1 On the Web Host PC in C Program Files Nortel Reporting for Contact Center Java folder locate the file jre 6 windows i586 exe 2 Copy this file to the Client PC and execute there This will install the JRE If further assistance is required on installing JRE contact your support personnel NN40020 403 Client PC Troubleshooting 107 Unable to print reports If a Client PC with limited PC user rights attempts to print a report for the first time a warning messsage may be displayed as shown in Figure 43 Print warning message Windows Internet Explorer AN Un
120. ture 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 Maintenance Logging The path is given under Log files location a Collect the latest logs by clicking the Archive Logs button then click the Download Logs button next to the log file archive that you wish to download Copy of the Reporting for Contact Center database for Microsoft SQL Server 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 SQL Server SOLExpress service and click on Stop from the Extended window to stop the Microsoft SQL Server 2005 service d Browse to the Program Files Microsoft SQL Server MSSQL I MSSQL Data folder e Copy and Paste CCRDB mdf and CCRDB og ldf to a different location i e the desktop NN40020 403 Raising a Case Information Gath
121. up settings Figure 12 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 13 Disabling proxy server in LAN Settings Reporting for Contact Center Troubleshooting and Maintenance Guide 58 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 Automatically detect settings Use automatic configuration script Proxy server g Use a proxy server for your LAN These settings will not apply to dial up or VPN connections p MMH ss Figure 13 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 14 Proxy server denying access to RCC the Proxy Server settings have to be modified NN40020 403 Web Host PC Troubleshooting 59 This URL is not allowed to be proxied Microsoft Internet Explorer BAR File Edit View Favorites Tools Help a
122. us window Current RCC Network Port Status Web Server 80 OK Real Time 6010 OK Report 6011 OK System Info amp gt Java Runtime Installed Schema Version 2 1 7 0 1 App Server Platform Unix App Server Version 2 2 0 0 Contact Centre Platform M 50 Contact Centre Version CallCenter 30 00 81 16 02 22 2007 Contact Center Status OK ir amp Internet Figure 6 Page cannot be found error message 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 7 Internet Properties Dialog Box NN40020 403 Web Host PC Troubleshooting 47 Internet Properties O f General Security Privacy Content Connections Programs Advanced Home page 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 i 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 4 quick access to recently viewed pages Days to keep pages in history 20 Clear History Figure 7 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 7 Internet Properties Dialog Box you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon
123. ware 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 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 403 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
124. y configuration or setup issues are automatically resolved 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 SQI Server is a multithreaded multi user SQL Database Management System DBMS Offline content are complete Web pages that have been stored on a computer for browsing when the user is not connected to the Internet A personal computer PC is usually a microcomputer whose price size and capabilities make it suitable for personal usage 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 Reporting for Contact Center Troubleshooting and Maintenance Guide 124 Glossary DUNG Packet Internet Groper An Internet utility used to de
125. 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 3 Figure 24 Internet Properties Dialog Box Reporting for Contact Center Troubleshooting and Maintenance Guide Client PC Troubleshooting 89 Note If you do not see the dialog box shown in Figure 24 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 24 click Delete Files The Delete Files dialog shown in Figure 25 Delete Files Dialog appears Delete Files Delete all files in the Temporary Internet Files You can also delete all your offline content stored locally Delete all offline content Figure 25 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 303 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
126. your Anti 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 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 NN40020 403 Web Host PC Troubleshooting 55 http www mcafee com Reporting for Contact Center Troubleshooting and Maintenance Guide 56 Web Host PC Troubleshooting 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 return

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