Avaya Reporting for Contact Center Bedienungsanleitung

BCM50 3.0 Contact Center Document Number: NN40020-403 Document Status: Standard Document Version: 01.01 Date: July 2007 Reporting for Contact Center

10 How to Use this Guide NN40020-403

Client PC Troubleshooting NN40020-403 100Real Time Viewer Real Time screens and Java Runtime Environment on Client PCs A Java Runtime Environment (JR

Client PC Troubleshooting 101 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 37: JRE installation message Manual install

Client PC Troubleshooting NN40020-403 1022. If the Internet Explorer Security Warning window appears, as shown in Figure 38: Internet Explorer Securi

Client PC Troubleshooting 103 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 39: ActiveX control message in Information B

Client PC Troubleshooting NN40020-403 104If the Information Bar displays Message 1, or another release version of Java Runtime Environment 6, perform

Client PC Troubleshooting 105 Reporting for Contact Center Troubleshooting and Maintenance Guide The Installation Wizard will install Java SE Runtim

Client PC Troubleshooting NN40020-403 106 Figure 42: JRE applet logo on Real Time page Alternative method to a manual installation of Java Runtime Env

Client PC Troubleshooting 107 Reporting for Contact Center Troubleshooting and Maintenance Guide Unable to print reports If a Client PC with limited

Client PC Troubleshooting NN40020-403 108 Figure 44: MS SQL Server add-on in Information bar 5. Click on the Information bar and select the install

Client PC Troubleshooting 109 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 45: MS SQL Server installation window 7. C

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

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

BCM and CCRS Troubleshooting 111 Reporting for Contact Center Troubleshooting and Maintenance Guide • Request timed out - The IP address is valid, b

BCM and CCRS Troubleshooting NN40020-403 112 Figure 47: CCRS Test page 3. For BCM 4.0 and BCM50 3.0: ensure that the port number to the Contact Cente

BCM and CCRS Troubleshooting 113 Reporting for Contact Center Troubleshooting and Maintenance Guide date and time values is given in Table 4: A sampl

BCM and CCRS Troubleshooting NN40020-403 114Contact Center errors On executing the CCRS Test page (see CCRS Test Page on page 117 for instructions on

BCM and CCRS Troubleshooting 115 Reporting for Contact Center Troubleshooting and Maintenance Guide • Reason is the reason why the XML error occurre

BCM and CCRS Troubleshooting NN40020-403 116 Figure 50: Invalid XML data error message 1. Click the Click here for details link to view information

BCM and CCRS Troubleshooting 117 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 51: ERROR! Invalid Data Detected page 3

BCM and CCRS Troubleshooting NN40020-403 118message will be displayed on the Reporting for Contact Center browser interface, as shown in Figure 52: In

BCM and CCRS Troubleshooting 119 Reporting for Contact Center Troubleshooting and Maintenance Guide notes will include a voice mail patch dependency,

Introduction NN40020-403 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 NN40020-403 120

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

122 Glossary NN40020-403 CCRS ... Contact Center Reporting Server, also known as the Application Server, or AppServer. This i

Glossary 123 Reporting for Contact Center Troubleshooting and Maintenance Guide and HTTP/HTTPS although HTTP is the only service used by Nortel Repor

124 Glossary NN40020-403 PING... Packet Internet Groper. An Internet utility used to determine whether a particular IP addres

Glossary 125 Reporting for Contact Center Troubleshooting and Maintenance Guide sessions over the Web. Nortel Support can view, remotely control, and

126 Glossary NN40020-403 ports (stopping many internet worms). The Client Firewall isolates infected computers from the rest of the network. Statist

Glossary 127 Reporting for Contact Center Troubleshooting and Maintenance Guide Web Host ... A designated PC on which Nortel Report

128 Reporting for Contact Center Troubleshooting and Maintenance Guide References 1 Contact Center Set Up and Operation Guide (NN40040-301) 2 ipV

References 129 Reporting for Contact Center Troubleshooting and Maintenance Guide Index A ActiveX Report Viewer, 45, 90, 91, 101, 102, 103, 121 Ad Blo

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

130 Index NN40020-403 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, 12

14 Flow Charts NN40020-403 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 NN40020-403 Installing Reporting for Contact Center

Flow Charts 17 Reporting for Contact Center Troubleshooting and Maintenance Guide Is IIS Installed? Refer to the Reporting for Contact Center Setup a

18 Flow Charts NN40020-403 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 © 2007 Nortel Networks, All Rights Reserved The information in this document is subject to change without notice. The statements, configurat

20 Flow Charts NN40020-403 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 NN40020-403 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 NN40020-403 Software Wallboard

Flow Charts 25 Reporting for Contact Center Troubleshooting and Maintenance Guide Uninstall and re-install the ipView SoftBoard Refer to the ipView S

26 Flow Charts NN40020-403 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 NN40020-403 Print Schedules

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

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

30 Flow Charts NN40020-403

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 NN40020-403 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 f. Restart the SQL Server (SQLExpress) s

Raising a Case: Information Gathering NN40020-403 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 NN40020-403 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 2. After the installation is complete open SQL Ser

Web Host PC Troubleshooting NN40020-403 38 Figure 2: Navigation tree view of databases 2. Right click on CCRDB and select Tasks > Backup. 3. The

Web Host PC Troubleshooting 39 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 3: Back Up Database control dialog box Not

4 Table of Contents NN40020-403 Internet Information Services...

Web Host PC Troubleshooting NN40020-403 403. Select the process RCCMonitor.exe and click End Process to end this process. 4. Select the process Prin

Web Host PC Troubleshooting 41 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 4: Restore Database control dialog box 4.

Web Host PC Troubleshooting NN40020-403 42 Figure 5: Point in time restore dialog box 6. Click OK. 7. The specified point in time backup file will

Web Host PC Troubleshooting 43 Reporting for Contact Center Troubleshooting and Maintenance Guide Internet Information Services IIS overview and inst

Web Host PC Troubleshooting NN40020-403 44Restarting the IIS Service Perform the following steps to restart the IIS service: 1. Click on Start >

Web Host PC Troubleshooting 45 Reporting for Contact Center Troubleshooting and Maintenance Guide Java Runtime Environment Java overview and installa

Web Host PC Troubleshooting NN40020-403 46 Figure 6: Page cannot be found error message 1. Click Start, then right-click the Internet Explorer icon,

Web Host PC Troubleshooting 47 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 7: Internet Properties Dialog Box Note: If

Web Host PC Troubleshooting NN40020-403 48 Figure 8: Advanced window for JRE 1.6.0 for <applet> selection 3. If the Real Time screens are sti

Web Host PC Troubleshooting 49 Reporting for Contact Center Troubleshooting and Maintenance Guide Java Cache Real Time screens are displayed but no d

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

Web Host PC Troubleshooting NN40020-403 50 Figure 10: Clearing the Java Cache (Java Control Panel) The Delete Temporary Files prompt window will open

Web Host PC Troubleshooting 51 Reporting for Contact Center Troubleshooting and Maintenance Guide Firewalls Ports and .exe files used by Reporting fo

Web Host PC Troubleshooting NN40020-403 52Common Firewall Configuration If any Internet security software is installed on your PC and a firewall is en

Web Host PC Troubleshooting 53 Reporting for Contact Center Troubleshooting and Maintenance Guide Zone Alarm and Sophos Zone Alarm and Sophos are nam

Web Host PC Troubleshooting NN40020-403 54Anti Virus Anti-Virus Software Slowing Down the File System Some Anti-Virus software packages can significan

Web Host PC Troubleshooting 55 Reporting for Contact Center Troubleshooting and Maintenance Guide http://www.mcafee.com/

Web Host PC Troubleshooting NN40020-403 56Proxy Server A proxy server is a server that sits between the Reporting for Contact Center Web browser and t

Web Host PC Troubleshooting 57 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 12: Selecting LAN Settings from Connections

Web Host PC Troubleshooting NN40020-403 58 Figure 13: Disabling proxy server in LAN Settings 3. Click OK to close the LAN Settings dialog box. 4. Cl

Web Host PC Troubleshooting 59 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 14: Proxy server denying access to RCC For

6 List of Figures NN40020-403 List of Figures Figure 1: SQL Server Management Studio login dialog box...

Web Host PC Troubleshooting NN40020-403 60 Figure 15: Selecting LAN Settings from Connections window b. Under Proxy server, the Use a proxy server f

Web Host PC Troubleshooting 61 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 16: Proxy server enabled in the LAN Setting

Web Host PC Troubleshooting NN40020-403 62d. Click OK to close the LAN Settings dialog box. e. Click OK again to close the Internet Options dialog b

Web Host PC Troubleshooting 63 Reporting for Contact Center Troubleshooting and Maintenance Guide Historical Reports Detailed information on the Repo

Web Host PC Troubleshooting NN40020-403 64 Figure 18: Reporting Services Restore Utility dialog box 2. Click on Restore Reporting Services to restore

Web Host PC Troubleshooting 65 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time screens Connection Status not green If t

Web Host PC Troubleshooting NN40020-403 66 Error message Description of the issue Invalid Request The request from the client application is not val

Web Host PC Troubleshooting 67 Reporting for Contact Center Troubleshooting and Maintenance Guide Voicemail Service Not Running 1. Open Element Mana

Web Host PC Troubleshooting NN40020-403 68From Reporting for Contact Center, attempt a connection to the Contact Center, by the following: 1. Open th

Web Host PC Troubleshooting 69 Reporting for Contact Center Troubleshooting and Maintenance Guide No data is present in the CCRSAppServer database. C

List of Figures 7 Reporting for Contact Center Troubleshooting and Maintenance Guide

Web Host PC Troubleshooting NN40020-403 70No Contact Center Key Code Perform the following steps to check that the Contact Center application keycode

Web Host PC Troubleshooting 71 Reporting for Contact Center Troubleshooting and Maintenance Guide 6. If any of these services are not running, selec

Web Host PC Troubleshooting NN40020-403 72

Web Host PC Troubleshooting 73 Reporting for Contact Center Troubleshooting and Maintenance Guide Unknown Server Error Contact your distributor for f

Web Host PC Troubleshooting NN40020-403 74# Copyright I 1993-1999 Microsoft Corp. # # This is a sample HOSTS file used by Microsoft TCP/IP for Windows

Web Host PC Troubleshooting 75 Reporting for Contact Center Troubleshooting and Maintenance Guide This opens the Ad Blocking window. 4. Clear th

Web Host PC Troubleshooting NN40020-403 76Wallboards ipView SoftBoard and Wallboard Summaries Wallboard Summaries are sent to the wallboards on the h

Web Host PC Troubleshooting 77 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. In the General tab, see Figure 23: Indexing Ser

Web Host PC Troubleshooting NN40020-403 78Printing report Reports are not printing Check the printer Using the same printer as selected in your print

Web Host PC Troubleshooting 79 Reporting for Contact Center Troubleshooting and Maintenance Guide Miscellaneous Contact Center Connection page item T

8 List of Tables NN40020-403 List of Tables Table 1: IIS version compatibility with Microsoft Windows Operating Systems...

Web Host PC Troubleshooting NN40020-403 80 Error message Description of the issue InvalidRequest The request from the client application is not valid

Web Host PC Troubleshooting 81 Reporting for Contact Center Troubleshooting and Maintenance Guide 4. Wait 10-15 seconds. 5. Select RCC Launcher Ser

Web Host PC Troubleshooting NN40020-403 827. Ensure the Enable CC Reporting Data Stream check box is selected. 8. Click Submit to accept the changes

Web Host PC Troubleshooting 83 Reporting for Contact Center Troubleshooting and Maintenance Guide NoCCData No data is present in the CCRSAppServer da

Web Host PC Troubleshooting NN40020-403 84CCRSDisabled Perform the following steps: 1. Open Element Manager by clicking on Start > Programs > N

Web Host PC Troubleshooting 85 Reporting for Contact Center Troubleshooting and Maintenance Guide 1. The Contact Center is disabled. Perform the fol

Web Host PC Troubleshooting NN40020-403 865. Locate postgres service and ensure it is set to Enabled and Running. 6. If not, select postgres service

Web Host PC Troubleshooting 87 Reporting for Contact Center Troubleshooting and Maintenance Guide Nortel Solutions Center on page 12. If you prefer t

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

Client PC Troubleshooting 89 Reporting for Contact Center Troubleshooting and Maintenance Guide Note: If you do not see the dialog box shown in Figur

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

Client PC Troubleshooting NN40020-403 90 Figure 26: Internet Properties Advanced window Settings 3. Click OK to close the Internet Properties dialog

Client PC Troubleshooting 91 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 27: Internet Options Security window To chan

Client PC Troubleshooting NN40020-403 92 Figure 28: Security Settings window Under Download unsigned ActiveX controls, select the Prompt check box.

Client PC Troubleshooting 93 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 29: Pop-up Blocker Settings dialog box 2. In

Client PC Troubleshooting NN40020-403 94 Figure 30: Pop-up options from information bar 2. A message box will be displayed to confirm allowing pop-up

Client PC Troubleshooting 95 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 31: Allow Web site pop-up confirmation box 3.

Client PC Troubleshooting NN40020-403 96 Figure 32: Internet Properties Dialog Box Note: If you do not see the dialog box shown in Figure 32: Interne

Client PC Troubleshooting 97 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 33: Advanced window in Internet Properties 3.

Client PC Troubleshooting NN40020-403 98 Figure 34: Taskbar Properties Dialog Box If the Reporting for Contact Center window and other Reports are gr

Client PC Troubleshooting 99 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 36: Internet Explorer Close Group Error Clic