Avaya Business Communications Manager - Contact Center Manual do Utilizador

BCM Contact Center Document Number: NN40040-400 Document Status: Standard Document Version: 02.01 Date: September 2009 Reporting for Contact Center

10 How to Use this Guide NN40040-400

Web Host PC Troubleshooting NN40040-400 100 Error message Description of the issue InvalidRequest The request from the client application is not vali

Web Host PC Troubleshooting 101 Reporting for Contact Center Troubleshooting and Maintenance Guide 4. Wait 10-15 seconds. 5. Select RCC Launcher Se

Web Host PC Troubleshooting NN40040-400 102From Reporting for Contact Center, attempt a connection to the Contact Center, by the following: 1. Open t

Web Host PC Troubleshooting 103 Reporting for Contact Center Troubleshooting and Maintenance Guide No data is present in the CCRSAppServer database.

Web Host PC Troubleshooting NN40040-400 104CCRSDisabled Perform the following steps: 1. Open Business Element Manager by clicking on Start > Progr

Web Host PC Troubleshooting 105 Reporting for Contact Center Troubleshooting and Maintenance Guide a. Open Business Element Manager by clicking on S

Web Host PC Troubleshooting NN40040-400 1069. Wait 30-60 seconds for Postgres service to restart. CCRefusedConnection Contact your network administr

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

Client PC Troubleshooting NN40040-400 108Note: If you do not see the dialog box shown in Figure 41, you have clicked a shortcut to Internet Explorer.

Client PC Troubleshooting 109 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 43: Internet Properties Advanced window Sett

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 44: Internet Options Security window To change the security settings, select the Web content zone u

Client PC Troubleshooting 111 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 45: Security Settings window Under Downloa

Client PC Troubleshooting NN40040-400 112 Figure 46: Pop-up Blocker Settings dialog box 2. In the Address of website to allow box, type the IP addre

Client PC Troubleshooting 113 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 47: Pop-up options from information bar 2.

Client PC Troubleshooting NN40040-400 114 Figure 48: Allow Web site pop-up confirmation box 3. Select the Real Time screen check boxes to view again

Client PC Troubleshooting 115 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 49: Internet Properties Dialog Box Note: If

Client PC Troubleshooting NN40040-400 116 Figure 50: Advanced window in Internet Properties 3. Click Apply to accept the changes. 4. Click OK in th

Client PC Troubleshooting 117 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 51: Taskbar Properties Dialog Box If the Re

Client PC Troubleshooting NN40040-400 118 Figure 53: Internet Explorer Close Group Error Click Send Error Report to close down all remaining open In

Client PC Troubleshooting 119 Reporting for Contact Center Troubleshooting and Maintenance Guide Historical Reports Not authorized to view page in Re

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

Client PC Troubleshooting NN40040-400 120 Figure 55: Print warning message The warning message displayed is due to an ActiveX control that cannot be

Client PC Troubleshooting 121 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 56: MS SQL Server add-on in Information bar

Client PC Troubleshooting NN40040-400 122 Figure 57: MS SQL Server installation window 7. Click Install to install the ActiveX component. You shoul

Client PC Troubleshooting 123 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Viewer Real Time screens and Java Runtime

Client PC Troubleshooting NN40040-400 124 Figure 58: JRE installation message Manual installation of Java Runtime Environment To install the JRE pe

Client PC Troubleshooting 125 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. If the Internet Explorer Security Warning window

Client PC Troubleshooting NN40040-400 126 Figure 60: ActiveX control message in Information Bar 3. There are 2 messages that can be displayed in th

Client PC Troubleshooting 127 Reporting for Contact Center Troubleshooting and Maintenance Guide If the Information Bar displays Message 1, or anothe

Client PC Troubleshooting NN40040-400 128 The Installation Wizard will install Java SE Runtime Environment 6 with the latest release version. 6. Wh

Client PC Troubleshooting 129 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 63: JRE applet logo on Real Time page Altern

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

Client PC Troubleshooting NN40040-400 130

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

BCM and CCRS Troubleshooting NN40040-400 132• Request timed out - The IP address is valid, but there is no reply from it. The most likely cause is

BCM and CCRS Troubleshooting 133 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 65: CCRS Test page 3. Ensure that the po

BCM and CCRS Troubleshooting NN40040-400 134QStartDate QStartTime QEndDate QEndTime 2006-09-14 12:00:00 2006-09-14 15:00:00 Table 3: A sample of ac

BCM and CCRS Troubleshooting 135 Reporting for Contact Center Troubleshooting and Maintenance Guide Contact Center errors On executing the CCRS Test

BCM and CCRS Troubleshooting NN40040-400 136• Reason is the reason why the XML error occurred. In the XML error example in Figure 67: InvalidPasswor

BCM and CCRS Troubleshooting 137 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 68: Invalid XML data error message 1.

BCM and CCRS Troubleshooting NN40040-400 138 Figure 69: ERROR! Invalid Data Detected page 3. The Administrator can click Skip to process XML data

BCM and CCRS Troubleshooting 139 Reporting for Contact Center Troubleshooting and Maintenance Guide message will be displayed on the Reporting for Co

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

BCM and CCRS Troubleshooting NN40040-400 140Voicemail patch and RCC When applying a voice mail patch, consider the RCC and voice mail in terms of sch

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

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

Glossary 143 Reporting for Contact Center Troubleshooting and Maintenance Guide Utility (IVU) ... A utility automatically run after Repor

144 Glossary NN40040-400 PC... A personal computer (PC) is usually a microcomputer whose price, size, and capabilities m

Glossary 145 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Screen... Information is available that displays the c

146 Glossary NN40040-400 Statistics... Data that is displayed in the Real Time screens or in the historical Reports of Reporting

Glossary 147 Reporting for Contact Center Troubleshooting and Maintenance Guide Web Host ... A designated PC on which Nortel Reporti

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

References 149 Reporting for Contact Center Troubleshooting and Maintenance Guide Index A ActiveX Report Viewer, 54, 110, 111, 125, 126, 127, 142 Ad B

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

150 Index NN40040-400 P Password, 22, 32, 38, 39, 40, 41, 88, 89, 90, 91, 92, 101, 102, 103, 104, 105, 146 Patch, 140 Pop-up, 111, 112, 113 Port Numb

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 © 2008-2009 Nortel Networks. All Rights Reserved.The information in this document is subject to change without notice. The statements, confi

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 chapter details the minimum requireme

Raising a Case: Information Gathering NN40040-400 32• Troubleshooting with the flowcharts at the beginning of this guide. 4. Remote access to the de

Raising a Case: Information Gathering 33 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. Provide a detailed description of the

Raising a Case: Information Gathering NN40040-400 3413. For issues related to Reporting for Contact Center functionality, provide the following: • P

Raising a Case: Information Gathering 35 Reporting for Contact Center Troubleshooting and Maintenance Guide d. Browse to the \Program Files\Microsof

Raising a Case: Information Gathering NN40040-400 36

37 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 38Microsoft SQL Server 2005 Overview and installation The historical report information is stored in a standar

Web Host PC Troubleshooting 39 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 1: Password Policies in Local Security Sett

4 Table of Contents NN40040-400 Backup...

Web Host PC Troubleshooting NN40040-400 40 Figure 2: Password must meet complexity requirements Properties window 4. Select Disabled and click OK. 5

Web Host PC Troubleshooting 41 Reporting for Contact Center Troubleshooting and Maintenance Guide Backup and Restore the RCC Database 1. On the We

Web Host PC Troubleshooting NN40040-400 42Backup 1. From the left of the Microsoft SQL Server Management Studio Express window, in the Object Explore

Web Host PC Troubleshooting 43 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 5: Back Up Database control dialog box Not

Web Host PC Troubleshooting NN40040-400 44Restore Before restoring the CCRDB database, stop RCC processes and the SQL Server service as follows: 1. P

Web Host PC Troubleshooting 45 Reporting for Contact Center Troubleshooting and Maintenance Guide Perform the following steps to restore the CCRDB da

Web Host PC Troubleshooting NN40040-400 46To restore the CCRDB database from a backup saved at a certain point in time, under Destination for restore

Web Host PC Troubleshooting 47 Reporting for Contact Center Troubleshooting and Maintenance Guide Database Corruption Microsoft SQL Server 2005 maint

Web Host PC Troubleshooting NN40040-400 48Internet Information Services IIS overview and installation Microsoft Internet Information Services (IIS) is

Web Host PC Troubleshooting 49 Reporting for Contact Center Troubleshooting and Maintenance Guide To enable buffering on the Reporting for Contact C

Table of Contents 5 Reporting for Contact Center Troubleshooting and Maintenance Guide Check the print schedule...

Web Host PC Troubleshooting NN40040-400 50 Figure 10: rcc Properties window in IIS 3. From the Virtual Directory tab, under Application Settings cli

Web Host PC Troubleshooting 51 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 11: Application Configuration Options windo

Web Host PC Troubleshooting NN40040-400 52Restarting the IIS Service (page 53). Note: when restarting the IIS Admin service, World Wide Web Publishin

Web Host PC Troubleshooting 53 Reporting for Contact Center Troubleshooting and Maintenance Guide Restarting the IIS Service Perform the following s

Web Host PC Troubleshooting NN40040-400 54Java Runtime Environment Java overview and installation PCs that have network access to the Web Host PC, kno

Web Host PC Troubleshooting 55 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 12: Page cannot be found error message 1.

Web Host PC Troubleshooting NN40040-400 56 Figure 13: Internet Properties Dialog Box Note: If you do not see the dialog box shown in Figure 13: Intern

Web Host PC Troubleshooting 57 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 14: Advanced window for JRE 1.6.0 for <a

Web Host PC Troubleshooting NN40040-400 58Java Cache Real Time screens are displayed but no data is seen (clearing the Java Cache) If you can launch t

Web Host PC Troubleshooting 59 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 16: Clearing the Java Cache (Java Control P

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

Web Host PC Troubleshooting NN40040-400 60Firewalls Ports and .exe files used by Reporting for Contact Center Port Numbers used by Reporting for Conta

Web Host PC Troubleshooting 61 Reporting for Contact Center Troubleshooting and Maintenance Guide Common Firewall Configuration If any Internet secur

Web Host PC Troubleshooting NN40040-400 62Zone Alarm and Sophos Zone Alarm and Sophos are names of companies that produce firewall software packages,

Web Host PC Troubleshooting 63 Reporting for Contact Center Troubleshooting and Maintenance Guide Anti Virus Anti-Virus Software Slowing Down the Fil

Web Host PC Troubleshooting NN40040-400 64http://www.mcafee.com/

Web Host PC Troubleshooting 65 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 66 Figure 18: Selecting LAN Settings from Connections window 2. Under Proxy server, ensure the Use a proxy s

Web Host PC Troubleshooting 67 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 19: Disabling proxy server in LAN Settings

Web Host PC Troubleshooting NN40040-400 68 Figure 20: 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 69 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 21: Selecting LAN Settings from Connections

List of Figures 7 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 53: Internet Explorer Close Group Error...

Web Host PC Troubleshooting NN40040-400 70 Figure 22: Proxy server enabled in the LAN Settings window c. Under Exceptions, enter the IP Address of th

Web Host PC Troubleshooting 71 Reporting for Contact Center Troubleshooting and Maintenance Guide d. Click OK to close the LAN Settings dialog box.

Web Host PC Troubleshooting NN40040-400 72Historical Reports Detailed information on the Reports within Reporting for Contact Center can be found in t

Web Host PC Troubleshooting 73 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 24: Server Error in ‘/rccx’ Application err

Web Host PC Troubleshooting NN40040-400 74 Figure 25: Report Server Installation Instance Selection dialog box 2. From the Instance Name list box, i

Web Host PC Troubleshooting 75 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 26: Report Server Status page 3. In the

Web Host PC Troubleshooting NN40040-400 76 Figure 27: Database Connection page 4. Change the Server Name from [Computer Name]\RCCSQLEXPR to (LOCAL)\

Web Host PC Troubleshooting 77 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 28: SQL Server Connection Dialog box Ensur

Web Host PC Troubleshooting NN40040-400 78 Figure 29: Database Connection page with report server DB connection complete Note: Under Task Status, one

Web Host PC Troubleshooting 79 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. Click Stop to stop the RCCSQLEXPR report server

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 80 Figure 30: Command Prompt window displaying any SQL Server on the Web Host PC 7. For each computer name, d

Web Host PC Troubleshooting 81 Reporting for Contact Center Troubleshooting and Maintenance Guide Not authorized to view page in Report Viewer On att

Web Host PC Troubleshooting NN40040-400 82 Figure 32: ReportServer$RCCSQLEXPR directory node in IIS window Right-click ReportServer$RCCSQLEXPR and se

Web Host PC Troubleshooting 83 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 33: Directory Security page 4. Under Anon

Web Host PC Troubleshooting NN40040-400 84 Figure 34: Anonymous access selection 6. Click OK to accept the change. From the ReportServer$RCCSQLEXPR

Web Host PC Troubleshooting 85 Reporting for Contact Center Troubleshooting and Maintenance Guide Reporting Services Restore Utility The RCC install

Web Host PC Troubleshooting NN40040-400 86 Figure 36: Reporting Services restored successfully dialog box 3. Click Close. The user should now be abl

Web Host PC Troubleshooting 87 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time screens Connection Status not green If t

Web Host PC Troubleshooting NN40040-400 88 Error message Description of the issue Invalid Request The request from the client application is not val

Web Host PC Troubleshooting 89 Reporting for Contact Center Troubleshooting and Maintenance Guide Voicemail Service Not Running 1. Open Business Ele

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 NN40040-400 901. Open the Contact Center Connection page as described in Contact Center Connection page item on page 99.

Web Host PC Troubleshooting 91 Reporting for Contact Center Troubleshooting and Maintenance Guide No Contact Center Key Code Perform the following st

Web Host PC Troubleshooting NN40040-400 92If the service does not start, contact Nortel Support. Server Busy The user should contact their network ad

Web Host PC Troubleshooting 93 Reporting for Contact Center Troubleshooting and Maintenance Guide Unknown Server Error Contact your distributor for f

Web Host PC Troubleshooting NN40040-400 94# Copyright I 1993-1999 Microsoft Corp. # # This is a sample HOSTS file used by Microsoft TCP/IP for Windows

Web Host PC Troubleshooting 95 Reporting for Contact Center Troubleshooting and Maintenance Guide This opens the Ad Blocking window. 4. Clear th

Web Host PC Troubleshooting NN40040-400 96Wallboards ipView SoftBoard and Wallboard Summaries Wallboard Summaries are sent to the wallboards on the h

Web Host PC Troubleshooting 97 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. In the General tab, see Figure 40: Indexing Ser

Web Host PC Troubleshooting NN40040-400 98Printing report Reports are not printing Check the printer Using the same printer as selected in your print

Web Host PC Troubleshooting 99 Reporting for Contact Center Troubleshooting and Maintenance Guide Miscellaneous Contact Center Connection page item T