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BCM Contact Center Document Number: NN40020-402 Document Status: Standard Document Version: 02.01 Date: September 2006 Reporting for Contact Center

10 How to Use this Guide NN40020-402

Client PC Troubleshooting NN40020-402 100 Figure 36: Internet Properties Dialog Box Note: If you do not see the dialog box shown in Figure 36, you hav

Client PC Troubleshooting 101 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 37: Security Tab in Internet Properties Dial

Client PC Troubleshooting NN40020-402 102 Figure 38: Trusted sites Dialog Box 4. Clear the Require server verification (https:) for all sites in this

Client PC Troubleshooting 103 Reporting for Contact Center Troubleshooting and Maintenance Guide 5. Click Add to add the Web Host PC as a trusted si

Client PC Troubleshooting NN40020-402 104 Internet Explorer issues Internet Explorer Cache Deleting temporary Internet files After an upgrade of Nort

Client PC Troubleshooting 105 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 42: Delete Files Dialog 3. Select Delete al

Client PC Troubleshooting NN40020-402 106 Figure 43: Advanced Tab Settings in Internet Properties dialog box 3. Click OK to close the Internet Prope

Client PC Troubleshooting 107 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 44: Taskbar Properties Dialog Box If the Re

Client PC Troubleshooting NN40020-402 108 Figure 46: Internet Explorer Close Group Error Click Send Error Report to close down all remaining open Int

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

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

BCM and CCRS Troubleshooting NN40020-402 110• 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 111 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 48: CCRS Test page 3. For BCM 4.0: ensur

BCM and CCRS Troubleshooting NN40020-402 112date and time values is given in Table 5: A sample of acceptable date and times for requesting historical

BCM and CCRS Troubleshooting 113 Reporting for Contact Center Troubleshooting and Maintenance Guide Contact Center errors On executing the CCRS Test

BCM and CCRS Troubleshooting NN40020-402 114• Reason is the reason why the XML error occurred. In the XML error example in Figure 50: InvalidPassword

BCM and CCRS Troubleshooting 115 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 51: Incomplete XML data error message 1.

BCM and CCRS Troubleshooting NN40020-402 116 Figure 52: Warning Incomplete Data detected page 3. The Administrator can click Clear Warning to clear

BCM and CCRS Troubleshooting 117 Reporting for Contact Center Troubleshooting and Maintenance Guide Perform the following steps to bypass invalid XML

BCM and CCRS Troubleshooting NN40020-402 118 Figure 54: ERROR! Invalid Data Detected page 3. The Administrator can click Skip to process XML data f

BCM and CCRS Troubleshooting 119 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 55: Incompatible schema version between R

Introduction NN40020-402 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 NN40020-402 120You can safely apply both, and install this version of RCC, without an XML incompatibility problem. Refer

BCM and CCRS Troubleshooting 121 Reporting for Contact Center Troubleshooting and Maintenance Guide • Contact Center Address – Ensure you are pointe

BCM and CCRS Troubleshooting NN40020-402 122

123 Reporting for Contact Center Troubleshooting and Maintenance Guide Glossary ActiveX Viewer ... The technology used in Nortel Reporting for C

124 Glossary NN40020-402 by the user for some period of time in order to speed up retrieval the next time the same page is requested. CC...

Glossary 125 Reporting for Contact Center Troubleshooting and Maintenance Guide Historical Reports ... Collective name for the Reporting in Norte

126 Glossary NN40020-402 PC... A personal computer (PC) is usually a microcomputer whose price, size, and capabilities

Glossary 127 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Screen... Information is available that displays the c

128 Glossary NN40020-402 based, IP-enabled wallboard on the PC desktop of Contact Center Agents. Audible alerts and histograms can be displayed to gr

Glossary 129 Reporting for Contact Center Troubleshooting and Maintenance Guide URLs are embedded within the pages themselves as hypertext links. The

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

130 Reporting for Contact Center Troubleshooting and Maintenance Guide References 1 Reporting for Contact Center Setup and Operations Guide (NN400

References 131 Reporting for Contact Center Troubleshooting and Maintenance Guide Index A ActiveX Report Viewer, 21, 48, 97, 98, 99, 103, 123, 124, 12

132 Index NN40020-402 Troubleshooting, 9, 11, 37, 97, 109 U URL, 61, 63, 128 User, 9, 18, 33, 38, 41, 44, 48, 64, 68, 71, 72, 73, 74, 80, 85, 89, 91,

14 Flow Charts NN40020-402 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 Reporting for Contact Center logging is activated by the following:

16 Flow Charts NN40020-402 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 NN40020-402 Q) Does the error message mention “Access Denied”? Go to step Recreate the MySQL User below. Recreate the MySQL User To

Flow Charts 19 Reporting for Contact Center Troubleshooting and Maintenance Guide Contact Center Connection Click the Contact Center Connection p

Copyright © 2006 Nortel Networks, All Rights Reserved The information in this document is subject to change without notice. The statements, configurat

20 Flow Charts NN40020-402 c) InvalidPassword - The password used by the client application is not valid. Enter the correct password, use the CCRS t

Flow Charts 21 Reporting for Contact Center Troubleshooting and Maintenance Guide Historical Reports Q) Do you see “Page cannot be displayed” rat

22 Flow Charts NN40020-402 Q) Were your questions answered by consulting the Reports Explained guide? Detailed information on the Reports within Repo

Flow Charts 23 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time Screens

24 Flow Charts NN40020-402 Q) Do you see “Page cannot be displayed” rather than an error message? To see HTTP 500 error messages by disabling friendl

Flow Charts 25 Reporting for Contact Center Troubleshooting and Maintenance Guide b. Voicemail Service Not Running - The Voicemail service is not ru

26 Flow Charts NN40020-402 Software Wallboard

Flow Charts 27 Reporting for Contact Center Troubleshooting and Maintenance Guide Uninstall and re-install the ipView SoftBoard Refer to the ipView S

28 Flow Charts NN40020-402 Hardware Wallboard

Flow Charts 29 Reporting for Contact Center Troubleshooting and Maintenance Guide Is MS Indexing Service running? On the Web Host PC, or the PC that

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

30 Flow Charts NN40020-402 Print Schedules

Flow Charts 31 Reporting for Contact Center Troubleshooting and Maintenance Guide Check that printCaller.exe is not being blocked by your firewall Re

32 Flow Charts NN40020-402

33 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 NN40020-402 34• Provide the date and time of the issue with the report. For example, the exact date and time wh

Raising a Case: Information Gathering 35 Reporting for Contact Center Troubleshooting and Maintenance Guide a. From the Start menu, click on Setting

Raising a Case: Information Gathering NN40020-402 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 NN40020-402 38MySQL MySQL overview and installation The historical report information is stored in a standard MySQL databa

Web Host PC Troubleshooting 39 Reporting for Contact Center Troubleshooting and Maintenance Guide 6. Click Install. 7. After the install has comple

4 Table of Contents NN40020-402 Internet Information Services...

Web Host PC Troubleshooting NN40020-402 40Restoring from a Backup To restore the contents of a backup to the Reporting for Contact Center statistical

Web Host PC Troubleshooting 41 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. Stop the MySQL4 service. 3. Open Windows Explo

Web Host PC Troubleshooting NN40020-402 42 Figure 1: Check Tables page 3. Select one or more Reporting for Contact Center database tables from the li

Web Host PC Troubleshooting 43 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 2: Table Summaries page To view a printer-

Web Host PC Troubleshooting NN40020-402 44 Figure 3: Repaired Tables page The Repaired Tables page details the repairs performed on all of the selec

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

Web Host PC Troubleshooting NN40020-402 46 Figure 4: Page cannot be found error message To recreate the virtual folders for Reporting for Contact Cent

Web Host PC Troubleshooting 47 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. From the Extended window pane select IIS Admin

Web Host PC Troubleshooting NN40020-402 48Java Runtime Environment Java overview and installation PCs (known as Client PCs) that have network access t

Web Host PC Troubleshooting 49 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 5: Internet Properties Dialog Box Note: If

Table of Contents 5 Reporting for Contact Center Troubleshooting and Maintenance Guide Reports are not printing ...

Web Host PC Troubleshooting NN40020-402 50 Figure 6: Use JRE 1.5.0 Option under Advanced Tab in Internet Properties Dialog Box If the Use JRE 1.5.0_

Web Host PC Troubleshooting 51 Reporting for Contact Center Troubleshooting and Maintenance Guide Java Cache Real Time screens are displayed but no d

Web Host PC Troubleshooting NN40020-402 52 Figure 8: Clearing the Java Cache (Java Control Panel) You will receive a prompt confirming your actions, c

Web Host PC Troubleshooting 53 Reporting for Contact Center Troubleshooting and Maintenance Guide Firewalls Ports and .exe files used by Reporting fo

Web Host PC Troubleshooting NN40020-402 54Common Firewall Configuration If any Internet security software is installed on your PC and a firewall is en

Web Host PC Troubleshooting 55 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 10: Windows Firewall turned on dialog box T

Web Host PC Troubleshooting NN40020-402 56 Figure 11: Add a Port window 4. Enter the name, port number and select the correct protocol for the port t

Web Host PC Troubleshooting 57 Reporting for Contact Center Troubleshooting and Maintenance Guide Zone Alarm and Sophos Zone Alarm and Sophos are nam

Web Host PC Troubleshooting NN40020-402 58Anti Virus Anti-Virus Software Slowing Down the File System Some Anti-Virus software packages can significan

Web Host PC Troubleshooting 59 Reporting for Contact Center Troubleshooting and Maintenance Guide Cannot Access the Login Page This problem has been

6 List of Figures Reporting for Contact Center Troubleshooting and Maintenance Guide List of Figures Figure 1: Check Tables page...

Web Host PC Troubleshooting NN40020-402 60 Figure 13: Norton Anti-Virus Options Dialog 3. Click Script Blocking. 4. Clear the Enable Script Blocking

Web Host PC Troubleshooting 61 Reporting for Contact Center Troubleshooting and Maintenance Guide Proxy Server A proxy server is a server that sits b

Web Host PC Troubleshooting NN40020-402 62 Figure 14: Selecting LAN Settings from Connections window 2. Under Proxy server, ensure the Use a proxy s

Web Host PC Troubleshooting 63 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 15: Disabling proxy server in LAN Settings

Web Host PC Troubleshooting NN40020-402 64 Figure 16: 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 65 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 17: Selecting LAN Settings from Connections

Web Host PC Troubleshooting NN40020-402 66 Figure 18: Proxy server enabled in the LAN Settings window c. Under Exceptions, enter the IP Address of th

Web Host PC Troubleshooting 67 Reporting for Contact Center Troubleshooting and Maintenance Guide d. Click OK to close the LAN Settings dialog box.

Web Host PC Troubleshooting NN40020-402 68Historical Reports Detailed information on the Reports within Reporting for Contact Center can be found in t

Web Host PC Troubleshooting 69 Reporting for Contact Center Troubleshooting and Maintenance Guide Real Time screens Connection Status not green If t

List of Figures 7 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 53: Invalid XML data error message...

Web Host PC Troubleshooting NN40020-402 704. Close the Services, Administrative Tools and Control Panel windows. Connection Status is red with error

Web Host PC Troubleshooting 71 Reporting for Contact Center Troubleshooting and Maintenance Guide Invalid Request 1. Log on to the Web Host PC as an

Web Host PC Troubleshooting NN40020-402 724. Select General Properties to open the Contact Center Properties page. 5. Delete any password in the CC

Web Host PC Troubleshooting 73 Reporting for Contact Center Troubleshooting and Maintenance Guide • ICC Reporting If the keycodes listed in step 6 a

Web Host PC Troubleshooting NN40020-402 74For a BCM 4.0 system only, the following service should also be verified: • CCRSAppServer 6. If any of the

Web Host PC Troubleshooting 75 Reporting for Contact Center Troubleshooting and Maintenance Guide § This can be an Analog Station Module, MTT logger

Web Host PC Troubleshooting NN40020-402 76# Copyright I 1993-1999 Microsoft Corp. # # This is a sample HOSTS file used by Microsoft TCP/IP for Windows

Web Host PC Troubleshooting 77 Reporting for Contact Center Troubleshooting and Maintenance Guide 4. Clear the Turn on Popup Window Blocking check

Web Host PC Troubleshooting NN40020-402 78Wallboards ipView SoftBoard and Wallboard Summaries Wallboard Summaries are sent to the wallboards on the h

Web Host PC Troubleshooting 79 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. In the General tab, see Figure 23: Indexing Ser

8 List of Tables NN40020-402 List of Tables Table 1: IIS version compatibility with Microsoft Windows Operating Systems...

Web Host PC Troubleshooting NN40020-402 80Printing reports Accessing networked printers from the Web Host PC In order for the Web Host PC to contact a

Web Host PC Troubleshooting 81 Reporting for Contact Center Troubleshooting and Maintenance Guide 2. Double-click on the Add Scheduled Task item. T

Web Host PC Troubleshooting NN40020-402 82 4. Click Browse and navigate to the install folder of Reporting for Contact Center (this is typically C:\P

Web Host PC Troubleshooting 83 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 28: Schedule Task Wizard password confirmat

Web Host PC Troubleshooting NN40020-402 8410. Click Finish to schedule printCaller to execute on Windows startup. See Figure 29: Successful Windows sc

Web Host PC Troubleshooting 85 Reporting for Contact Center Troubleshooting and Maintenance Guide Reports are not printing Check the printer Using t

Web Host PC Troubleshooting NN40020-402 86Miscellaneous Contact Center Connection page item To open the Contact Center Connection page perform the fol

Web Host PC Troubleshooting 87 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 31: Internet Properties Dialog Box Note: If

Web Host PC Troubleshooting NN40020-402 88 Figure 32: Advanced window in Internet Properties 3. Click Apply to accept the changes. 4. Click OK in t

Web Host PC Troubleshooting 89 Reporting for Contact Center Troubleshooting and Maintenance Guide Error message mentions Access denied If the user en

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 NN40020-402 90 Error message Description of the issue InvalidRequest The request from the client application is not valid

Web Host PC Troubleshooting 91 Reporting for Contact Center Troubleshooting and Maintenance Guide VMServiceNotRunning 1. Open Element Manager by cl

Web Host PC Troubleshooting NN40020-402 921. Open the Contact Center Connection page as described in Contact Center Connection page item on page 86.

Web Host PC Troubleshooting 93 Reporting for Contact Center Troubleshooting and Maintenance Guide 1. Open Element Manager by clicking on Start >

Web Host PC Troubleshooting NN40020-402 94 ServerBusy The user should contact their network administrator or support technician to diagnose if multipl

Web Host PC Troubleshooting 95 Reporting for Contact Center Troubleshooting and Maintenance Guide CannotConnectToDB This XML error is the result of

Web Host PC Troubleshooting NN40020-402 96 HistoricalReqOver3Hours Either Reporting for Contact Center, or the CCRS Test page has made a request of ov

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 NN40020-402 98Copy npviewer.exe to the Client PC. 2. To install the ActiveX Viewer, double-click on the npviewer.exe file o

Client PC Troubleshooting 99 Reporting for Contact Center Troubleshooting and Maintenance Guide Figure 35: Crystal Report ActiveX Viewer Setup Comp