Avaya Reporting for Contact Center User Manual

BCM Contact Center Document Number: NN40040-400 Document Status: Standard Document Version: 01.01 Date: August 2008 Reporting for Contact Center Tro

10 How to Use this Guide NN40040-400

Client PC Troubleshooting NN40040-400 100 Figure 39: Internet Options Security window To change the security settings, select the Web content zone us

Client PC Troubleshooting 101 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 40: Security Settings window Under Downloa

Client PC Troubleshooting NN40040-400 102 Figure 41: Pop-up Blocker Settings dialog box 2. In the Address of website to allow box, type the IP addres

Client PC Troubleshooting 103 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 42: Pop-up options from information bar 2.

Client PC Troubleshooting NN40040-400 104 Figure 43: Allow Web site pop-up confirmation box 3. Select the Real Time screen check boxes to view again

Client PC Troubleshooting 105 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 44: Internet Properties Dialog Box Note: If

Client PC Troubleshooting NN40040-400 106 Figure 45: Advanced window in Internet Properties 3. Click Apply to accept the changes. 4. Click OK in the

Client PC Troubleshooting 107 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 46: Taskbar Properties Dialog Box If the Re

Client PC Troubleshooting NN40040-400 108 Figure 48: Internet Explorer Close Group Error Click Send Error Report to close down all remaining open Int

Client PC Troubleshooting 109 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Viewer Real Time screens and Java Runtime

11 Reporting for Contact Center Troubleshooting and Maintenance Guide Introduction The Reporting for Contact Center Troubleshooting and Maintenance G

Client PC Troubleshooting NN40040-400 110 Figure 49: JRE installation message Manual installation of Java Runtime Environment To install the JRE per

Client PC Troubleshooting 111 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. If the Internet Explorer Security Warning window

Client PC Troubleshooting NN40040-400 112 Figure 51: ActiveX control message in Information Bar 3. There are 2 messages that can be displayed in the

Client PC Troubleshooting 113 Reporting for Contact Center Troubleshooting and Maintenance Guide If the Information Bar displays Message 1, or anothe

Client PC Troubleshooting NN40040-400 114 The Installation Wizard will install Java SE Runtime Environment 6 with the latest release version. 6. Whe

Client PC Troubleshooting 115 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 54: JRE applet logo on Real Time page Altern

Client PC Troubleshooting NN40040-400 116Unable to print reports If a Client PC with limited PC user rights attempts to print a report for the first t

Client PC Troubleshooting 117 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 56: MS SQL Server add-on in Information bar

Client PC Troubleshooting NN40040-400 118 Figure 57: MS SQL Server installation window 7. Click Install to install the ActiveX component. You should

119 Reporting for Contact Center Troubleshooting and Maintenance Guide BCM and CCRS Troubleshooting This section details how to troubleshoot problems

Introduction NN40040-400 12Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the inform

BCM and CCRS Troubleshooting NN40040-400 120• Request timed out - The IP address is valid, but there is no reply from it. The most likely cause is a

BCM and CCRS Troubleshooting 121 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 59: CCRS Test page 3. Ensure that the po

BCM and CCRS Troubleshooting NN40040-400 122QStartDate QStartTime QEndDate QEndTime 2006-09-14 12:00:00 2006-09-14 15:00:00 Table 3: A sample of acc

BCM and CCRS Troubleshooting 123 Reporting for Contact Center Troubleshooting and Maintenance Guide Contact Center errors On executing the CCRS Test

BCM and CCRS Troubleshooting NN40040-400 124• Reason is the reason why the XML error occurred. In the XML error example in Figure 61: InvalidPassword

BCM and CCRS Troubleshooting 125 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 62: Invalid XML data error message 1.

BCM and CCRS Troubleshooting NN40040-400 126 Figure 63: ERROR! Invalid Data Detected page 3. The Administrator can click Skip to process XML data f

BCM and CCRS Troubleshooting 127 Reporting for Contact Center Troubleshooting and Maintenance Guide message will be displayed on the Reporting for Co

BCM and CCRS Troubleshooting NN40040-400 128Voicemail patch and RCC When applying a voice mail patch, consider the RCC and voice mail in terms of sche

129 Reporting for Contact Center Troubleshooting and Maintenance Guide Glossary Ad Blocking... Software that eliminates advertising and o

13 Reporting for Contact Center Troubleshooting and Maintenance Guide Flow Charts Introduction The flow charts enable the user to troubleshoot problem

130 Glossary NN40040-400 CCRS ... Contact Center Reporting Server, also known as the Application Server, or AppServer. This i

Glossary 131 Reporting for Contact Center Troubleshooting and Maintenance Guide and HTTP/HTTPS although HTTP is the only service used by Nortel Repor

132 Glossary NN40040-400 PING... Packet Internet Groper. An Internet utility used to determine whether a particular IP addres

Glossary 133 Reporting for Contact Center Troubleshooting and Maintenance Guide sessions over the Web. Nortel Support can view, remotely control, and

134 Glossary NN40040-400 ports (stopping many internet worms). The Client Firewall isolates infected computers from the rest of the network. Statist

Glossary 135 Reporting for Contact Center Troubleshooting and Maintenance Guide Web Host ... A designated PC on which Nortel Report

136 Reporting for Contact Center Troubleshooting and Maintenance Guide References 1 BCM50 Administration Guide (N0016868 01) 2 Contact Center Set

References 137 Reporting for Contact Center Troubleshooting and Maintenance Guide Index A ActiveX Report Viewer, 56, 100, 101, 111, 112, 113, 130 Ad B

138 Index NN40040-400 R Real Time screens, 3, 4, 5, 7, 8, 13, 15, 21, 22, 23, 56, 59, 60, 62, 65, 76, 77, 81, 82, 83, 84, 98, 99, 101, 102, 103, 104,

14 Flow Charts NN40040-400 Q) Is IIS Installed? [Answer will be displayed here] Rectangles These shapes are action items. You must p

Flow Charts 15 Reporting for Contact Center Troubleshooting and Maintenance Guide To Archive the current log files click the Archive Logs button. Thi

16 Flow Charts NN40040-400 Installing Reporting for Contact Center

Flow Charts 17 Reporting for Contact Center Troubleshooting and Maintenance Guide Is IIS Installed? To check whether IIS is installed, see Reporting

18 Flow Charts NN40040-400 Contact Center Connection Click the Contact Center Connection page link See Contact Center Connection page item on pag

Flow Charts 19 Reporting for Contact Center Troubleshooting and Maintenance Guide c) InvalidPassword - The password used by the client application i

Copyright © 2008 Nortel Networks, All Rights Reserved The information in this document is subject to change without notice. The statements, configurat

20 Flow Charts NN40040-400 Historical Reports Q) Do you see “Page cannot be displayed” rather than an error message? To see HTTP 500 error messag

Flow Charts 21 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Screens

22 Flow Charts NN40040-400 Q) Do you see “Page cannot be displayed” rather than an error message? To see HTTP 500 error messages by disabling friendl

Flow Charts 23 Reporting for Contact Center Troubleshooting and Maintenance Guide h. Server Busy - The server is too busy to handle the request (too

24 Flow Charts NN40040-400 Software Wallboard

Flow Charts 25 Reporting for Contact Center Troubleshooting and Maintenance Guide Uninstall and re-install the ipView SoftBoard See ipView Software W

26 Flow Charts NN40040-400 Hardware Wallboard

Flow Charts 27 Reporting for Contact Center Troubleshooting and Maintenance Guide Is MS Indexing Service running? On the Web Host PC, or the PC that

28 Flow Charts NN40040-400 Print Schedules

Flow Charts 29 Reporting for Contact Center Troubleshooting and Maintenance Guide Check that printCaller.exe is not being blocked by your firewall Se

Reporting for Contact Center Troubleshooting and Maintenance Guide Table of Contents List of Figures...

30 Flow Charts NN40040-400

31 Reporting for Contact Center Troubleshooting and Maintenance Guide Raising a Case: Information Gathering This section details what to check for and

Raising a Case: Information Gathering NN40040-400 32• Provide the date and time of the issue with the report. For example, the exact date and time wh

Raising a Case: Information Gathering 33 Reporting for Contact Center Troubleshooting and Maintenance Guide g. Restart the RCC Launcher service. 18.

Raising a Case: Information Gathering NN40040-400 34

35 Reporting for Contact Center Troubleshooting and Maintenance Guide Web Host PC Troubleshooting This section provides information and details possib

Web Host PC Troubleshooting NN40040-400 36Microsoft SQL Server 2005 Overview and installation The historical report information is stored in a standar

Web Host PC Troubleshooting 37 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 1: Password Policies in Local Security Sett

Web Host PC Troubleshooting NN40040-400 38 Figure 2: Password must meet complexity requirements Properties window 4. Select Disabled and click OK. 5

Web Host PC Troubleshooting 39 Reporting for Contact Center Troubleshooting and Maintenance Guide Backup and Restore the RCC Database 1. On the We

4 Table of Contents NN40040-400 Internet Information Services...

Web Host PC Troubleshooting NN40040-400 401. From the left of the Microsoft SQL Server Management Studio Express window, in the Object Explorer pane,

Web Host PC Troubleshooting 41 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 5: Back Up Database control dialog box Not

Web Host PC Troubleshooting NN40040-400 423. Select the process RCCMonitor.exe and click End Process to end this process. 4. Select the process Prin

Web Host PC Troubleshooting 43 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 6: Restore Database control dialog box 4.

Web Host PC Troubleshooting NN40040-400 44 Figure 7: Point in time restore dialog box 6. Click OK. 7. The specified point in time backup file will

Web Host PC Troubleshooting 45 Reporting for Contact Center Troubleshooting and Maintenance Guide Internet Information Services IIS overview and inst

Web Host PC Troubleshooting NN40040-400 46 Figure 8: Error in DBI Configure Report Server step A Report deployment failed error message will be displa

Web Host PC Troubleshooting 47 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 10: IVU Report Service error If the user

Web Host PC Troubleshooting NN40040-400 48 Figure 11: IVU Report Server error detail Resolving Report Server errors To resolve the Reporting Server e

Web Host PC Troubleshooting 49 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 12: ReportServer$SQLEXPRESS virtual directo

Table of Contents 5 Reporting for Contact Center Troubleshooting and Maintenance Guide Miscellaneous ...

Web Host PC Troubleshooting NN40040-400 50 Figure 13: Handler Mappings feature view The Edit Feature Permissions dialog box will open. 6. Select Scr

Web Host PC Troubleshooting 51 Reporting for Contact Center Troubleshooting and Maintenance Guide Click OK to execute the Handler Mappings permissio

Web Host PC Troubleshooting NN40040-400 52 Figure 15: Internet Information Services window 2. From the left hand pane expand the node [PC name] (loc

Web Host PC Troubleshooting 53 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 16: rcc Properties window in IIS 4. From

Web Host PC Troubleshooting NN40040-400 54 Figure 17: Application Configuration Options window 7. Click OK to close the Options window. From the App

Web Host PC Troubleshooting 55 Reporting for Contact Center Troubleshooting and Maintenance Guide 3. Click on Start to the left of the Extended win

Web Host PC Troubleshooting NN40040-400 56Java Runtime Environment Java overview and installation PCs that have network access to the Web Host PC, kno

Web Host PC Troubleshooting 57 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 18: Page cannot be found error message 1.

Web Host PC Troubleshooting NN40040-400 58 Figure 19: Internet Properties Dialog Box Note: If you do not see the dialog box shown in Figure 19: Intern

Web Host PC Troubleshooting 59 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 20: Advanced window for JRE 1.6.0 for <a

6 List of Figures NN40040-400 List of Figures Figure 1: Password Policies in Local Security Settings...

Web Host PC Troubleshooting NN40040-400 60Java Cache Real Time screens are displayed but no data is seen (clearing the Java Cache) If you can launch t

Web Host PC Troubleshooting 61 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 22: Clearing the Java Cache (Java Control P

Web Host PC Troubleshooting NN40040-400 62Firewalls Ports and .exe files used by Reporting for Contact Center Port Numbers used by Reporting for Conta

Web Host PC Troubleshooting 63 Reporting for Contact Center Troubleshooting and Maintenance Guide Common Firewall Configuration If any Internet secur

Web Host PC Troubleshooting NN40040-400 64Zone Alarm and Sophos Zone Alarm and Sophos are names of companies that produce firewall software packages,

Web Host PC Troubleshooting 65 Reporting for Contact Center Troubleshooting and Maintenance Guide Anti Virus Anti-Virus Software Slowing Down the Fil

Web Host PC Troubleshooting NN40040-400 66http://www.mcafee.com/

Web Host PC Troubleshooting 67 Reporting for Contact Center Troubleshooting and Maintenance Guide Proxy Server A proxy server is a server that sits b

Web Host PC Troubleshooting NN40040-400 68 Figure 24: Selecting LAN Settings from Connections window 2. Under Proxy server, ensure the Use a proxy s

Web Host PC Troubleshooting 69 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 25: Disabling proxy server in LAN Settings

List of Figures 7 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 53: JRE Complete window...

Web Host PC Troubleshooting NN40040-400 70 Figure 26: Proxy server denying access to RCC For the Client PC to be able to access the Web Host PC, the U

Web Host PC Troubleshooting 71 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 27: Selecting LAN Settings from Connections

Web Host PC Troubleshooting NN40040-400 72 Figure 28: Proxy server enabled in the LAN Settings window c. Under Exceptions, enter the IP Address of th

Web Host PC Troubleshooting 73 Reporting for Contact Center Troubleshooting and Maintenance Guide d. Click OK to close the LAN Settings dialog box.

Web Host PC Troubleshooting NN40040-400 74Historical Reports Detailed information on the Reports within Reporting for Contact Center can be found in t

Web Host PC Troubleshooting 75 Reporting for Contact Center Troubleshooting and Maintenance Guide 1. From the Start menu select All Programs > No

Web Host PC Troubleshooting NN40040-400 76Real Time screens Connection Status not green If the Real Time screen is displayed but the Connection Statu

Web Host PC Troubleshooting 77 Reporting for Contact Center Troubleshooting and Maintenance Guide Error message Description of the issue Invalid Re

Web Host PC Troubleshooting NN40040-400 78Voicemail Service Not Running 1. Open Element Manager by clicking on Start > Programs > Nortel > B

Web Host PC Troubleshooting 79 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. Enter the details into the Contact Center Conne

8 List of Tables NN40040-400 List of Tables Table 1: Issues causing the error messages seen in the Real Time screens...

Web Host PC Troubleshooting NN40040-400 80No Contact Center Key Code Perform the following steps to check that the Contact Center application keycode

Web Host PC Troubleshooting 81 Reporting for Contact Center Troubleshooting and Maintenance Guide If the service does not start, contact Nortel Suppo

Web Host PC Troubleshooting NN40040-400 82Unknown Server Error Contact your distributor for first level support. If you are a distributor, contact No

Web Host PC Troubleshooting 83 Reporting for Contact Center Troubleshooting and Maintenance Guide # Copyright I 1993-1999 Microsoft Corp. # # This is

Web Host PC Troubleshooting NN40040-400 84 This opens the Ad Blocking window. 4. Clear the Turn on Popup Window Blocking check box, see Figure 34:

Web Host PC Troubleshooting 85 Reporting for Contact Center Troubleshooting and Maintenance Guide Wallboards ipView SoftBoard and Wallboard Summaries

Web Host PC Troubleshooting NN40040-400 862. In the General tab, see Figure 35: Indexing Service Properties General window, from Startup type select

Web Host PC Troubleshooting 87 Reporting for Contact Center Troubleshooting and Maintenance Guide Printing report Reports are not printing Check the

Web Host PC Troubleshooting NN40040-400 88Miscellaneous Contact Center Connection page item To open the Contact Center Connection page perform the fol

Web Host PC Troubleshooting 89 Reporting for Contact Center Troubleshooting and Maintenance Guide Error message Description of the issue InvalidReq

9 Reporting for Contact Center Troubleshooting and Maintenance Guide How to Use this Guide Introduction This guide is designed to allow a Nortel Cust

Web Host PC Troubleshooting NN40040-400 904. Wait 10-15 seconds. 5. Select RCC Launcher Service again, right-click and select Start. VMServiceNotRu

Web Host PC Troubleshooting 91 Reporting for Contact Center Troubleshooting and Maintenance Guide From Reporting for Contact Center, attempt a connec

Web Host PC Troubleshooting NN40040-400 92No data is present in the CCRSAppServer database. Configure at least one skillset in CallPilot Manager as fo

Web Host PC Troubleshooting 93 Reporting for Contact Center Troubleshooting and Maintenance Guide CCRSDisabled Perform the following steps: 1. Open

Web Host PC Troubleshooting NN40040-400 94a. Open Element Manager by clicking on Start > Programs > Nortel > BCM > BCM Element Manager. b

Web Host PC Troubleshooting 95 Reporting for Contact Center Troubleshooting and Maintenance Guide 9. Wait 30-60 seconds for Postgres service to rest

Web Host PC Troubleshooting NN40040-400 96

97 Reporting for Contact Center Troubleshooting and Maintenance Guide Client PC Troubleshooting This section deals with problems that occur on a clien

Client PC Troubleshooting NN40040-400 98Note: If you do not see the dialog box shown in Figure 36, you have clicked a shortcut to Internet Explorer.

Client PC Troubleshooting 99 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 38: Internet Properties Advanced window Setti