troubleshooting guide alcatel omnitouch contact center …

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TROUBLESHOOTING GUIDE No. TG0020 Ed. 02

Alcatel OmniTouch Contact Center Nb of pages : 25 Date : 05 November 2004

SUBJECT : OmniTouch CCS

This document is a guide to help you to solve known problems around the CCS.

Alcatel OmniTouch Contact Center

TROUBLESHOOTING GUIDE No. 20

OmniTouch CCS

Ed. 02 / 05 November 2004 1 TG0020

CONTENTS

1. HISTORY......................................................................................3

2. INTRODUCTION..........................................................................3

3. THRESHOLD IN EXCEL STATISTICS ...............................................3

4. NO RESPONSE FROM CCDISTRIBUTION TO A STATISTICS REQUEST .....................................................................................5

5. CCS CANNOT CONNECT ............................................................6

6. EXCEL NOT AVAILABLE IN CCS....................................................6

7. CCS SERVER PROBLEM.................................................................6

8. CCS CONNECTION .....................................................................7

9. CONSOLE LOGIN - ACD VERSION EXPLANATION.......................8

9.1. Protocol information – CCS connection impossible.................................... 8

9.2. Statistics files version ................................................................................ 9

10. DOUBLE CLICK ON EXCEL FILE DOES NOT START THE EXCEL PROGRAM .................................................................................10

11. CONNECTION TO THE SPECIFIC CCS PC NOT WORKING .........10

12. IMPOSSIBLE TO LAUNCH THE EXCEL STATISTICS UNDER WINDOWS XP & EXCEL 2002 .....................................................13

12.1. First scenario .......................................................................................... 13

12.2. Second scenario...................................................................................... 15 12.2.1. Third scenario..............................................................................................15


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13. SUPERVISOR’S CATEGORY MANAGEMENT IMPOSSIBLE IN CCS.18

14. CONNECTION OF CCS IMPOSSIBLE ..........................................19

15. BEFORE CALLING ALCATEL’S SUPPORT CENTER ........................23



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1. HISTORY Edition 01 : Creation of the Troubleshooting Guide.

Edition 02: Split of Troubleshooting Guide TG0016 and addition of new known problems.

2. INTRODUCTION This document is a guide to help you to solve known problems around the CCS.

For latest news, and document updates, please refer to the Alcatel Business Partner Web Site at the following URL http://www.businesspartner.alcatel.com/

3. THRESHOLD IN EXCEL STATISTICS Symptom

• You wish to change the thresholds in Excel statistics of the number of calls:

♦ presented and abandoned before xxx seconds (Pilot activity statistic),

♦ answered before xxx seconds of ringing (Processing Group activity statistic).

By default, the thresholds are set with:

• 5 10 30 60 seconds (pilot's thresholds of waiting duration before the calls are served and abandoned),

• 10 30 60 120 seconds (processing group thresholds of ringing duration before the calls are answered).

Pilot activity statistic. Extract of Formpil.xls Served before # % # % # % # % # % 5 seconds 10 seconds 30 seconds 60 seconds Calls served after 60

seconds Abandons before # % # % # % # % # % 5 seconds 10 seconds 30 seconds 60 seconds Abandon after 60

seconds

http://www.businesspartner.alcatel.com/


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PG Agent /IVR activity Statistic. Extract of Fromteam.xls Answered before # % # % # % # % # % 10 seconds of ringing

30 seconds of ringing



Answer after more than 40 seconds of ringing

Solution

• Modify the /usr3/afe/parameters.cfg

• Change the values: histo-pilot 5 15 30 60

or histo-team 10 30 60 120

To establish the new values:

• Delete the /usr4/F_STAT file.

• Restart the AFE process (dhs3_init -R MAIN_AFE).

If you have several sites in network, set the same value for all the sites. That will avoid some inconsistencies if you make a statistics request on CCD objects belonging different nodes.



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4. NO RESPONSE FROM CCDISTRIBUTION TO A STATISTICS REQUEST

Symptom

• When you try to make a statistics request:

♦ the CCS returns the error message No response from CCdistribution to a statistics request.

♦ and on the CCS "Application incidents" window you see some incidents like:

01.10.03 13:30:48 Unexpected message received from CCdistribution

01.10.03 13:30:48 CCdistribution msg : OP = dba_response - Ref = 103 - buffer length= 416

Explanation

The AFE process takes too long to return the result of the statistics request to the CCS. This occurs mainly when the request concerns hyper objects request for several days of the month, and detailed reporting/ edition is used ("Edition by PG Agents/IVR" for Pilot statistics request or "Edition by pilot" for processing group or agent statistics request), especially if there are very many calls to calculate.

Solution

• Increase the waiting time of CCS for a statistic request by modifying the following parameters in the ccs.ini file: PingPongPeriod=100 (=30 by default) XlStatDelay=300 (=120 by default) XlOleMsgDelay=300 (=30 by default)

To establish the new values, restart the CCS. The maximum values with CCS 5.1.80.10 are: PingPongPeriod=100 XlStatDelay=3600 XlOleMsgDelay=3600

If after changing these parameters to their maximum value, the issue remains, you will have to:

• Make the statistics request in low traffic.

• Reduce the reporting (edition) period.

• Split the hyper object in two or more parts in order to shorten the AFE process time.


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5. CCS CANNOT CONNECT Symptom

• After a PCX upgrade to R5.1, CCSupervisor cannot be connected to the PCX anymore. When you connect a CCS to the PCX, you cannot logon a supervisor, and a message No Supervisor exists is displayed. Therefore, you are unable to access the CCS menu Real time, Statistics, Configuration, Call flow mgt.

Solution

• You must give the correct rights to all the files contained in the /usr4/afe directory. Rights must be "-rw-rw-rw- mtcl tel" To change the rights of a file named *.*, type the following: chmod 666 *.* chown mtcl *.* chgrp tel *.*

• Restart the main_afe process: DHS3_INIT -R MAIN_AFE.

6. EXCEL NOT AVAILABLE IN CCS Symptom

• The CCS Excel menu is grayed out (not available) even though the Excel application is installed on the PC.

Solution

• The Windows registry must be modified: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Current Version\App Paths\Excel.exe Path=C:\Program Files\Microsoft Office\Office\ The modification should be this format: Path=C:\Program Files\Microsoft Office\Office

7. CCS SERVER PROBLEM The CCS server is a service installed in a computer to have more connections between the OmniPCX (AFE) and the CCS. Sometimes, there are connection problems (network problem, AFE disconnections, etc.) . The first think to do is to check the connection with the sccstool.exe in: Program Files/Alcatel/A4400 CCS Server

For these problems, the following logs files should be sent to Technical Support, the: 1 Log files saved in Program Files/Alcatel/A4400 CCS server/log 2 File "servccs.map" in Program Files/Alcatel/A4400 CCS server 3 AFE logs saved in the 4400 in /usr4/afe

The AFE log files are: evxxxxxx.log where xxxxxx is the date.



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8. CCS CONNECTION Symptom

• The CCS application cannot connect to the PCX.

Solution

• Check the consistency of the PCX host name and IP address in the host file on the PC (c:\winnt\system32\drivers\etc directory).


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9. CONSOLE LOGIN - ACD VERSION EXPLANATION At the end of "mtcl" login there is an ACD VERSION paragraph. ... ACD VERSION release: 4 bug_fixing: 4 protocol_id: 80 version_dy_hr_stat: 11

There are 4 items of information: 2 of them are not useful and 2 are important, here:

The 2 items of information that are unimportant, here: release: 4 bug_fixing: 4

The 2 useful items of information are: protocol_id: 80 version_dy_hr_stat: 11

9.1. Protocol information – CCS connection impossible

Symptom

• It is not possible to connect the CCS to the OmniPCX and the CCS application answers with the following message:

protocol_id: 80 This information is very important: this is the protocol used in the dialog link between main_afe process and CCS. A CCS is able to connect to a system, if the CCS protocol is equal to or greater than the main_afe protocol. The CCS protocol version is in the CCS name. This is why the exact CCS name is important.

CCS 5.1.80.10 5.1 = CCS version (the same as the OmniPCX) 80 = CCS protocol 10 = CCS patch level for this version



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Example

• CCS 5.1.80.10 is able to connect to a system in Release 5.1, because the protocol_id is 80.

• CCS 5.0.75.3 is NOT able to connect to a system in Release 5.1, because the protocol_id is 80. There is an information box at the connection in this case.

• CCS 5.1.80.10 is able to connect to a system in Release 5.0, because the protocol_id is 75. The CCS protocol is greater than the main_afe protocol.

• CCS 4.7.75.6 is able to connect to a system in Release 5.0, because the protocol_id is 75.

When a CCS is connected to a system, it adapts menu to the main_afe protocol level.

Solution

• Check the compatibility of the protocol_id (CCS and PBX version).

Note: CCS in multi-site configuration A CCS multi-site is not able to connect to a system with a different version, because in this case the CCS would need to have different presentation menus and windows.

9.2. Statistics files version

version_dy_hr_stat: 11

Statistics files in /usr4/afe have a version. The version is given in the last item of the ACD VERSION paragraph. How to use it?

When we change the PCX version. If the statistics files version has changed, before restarting the telephone, we must make a statistics translation:

Login swinst

Option 7 Database tools

Option 4 Acd stat files translation

And then we can run the telephone with RUNTEL.

Example

Upgrade from R5.0 to R5.1 In Release 5.0 D2.314 version_dy_hr_stat: 11 In this case, we do not need to make the translation. Statistics files level is the same.

Upgrade from R4.1.1 to R5.1 In Release 4.1.1 D1.311 version_dy_hr_stat: 11 In this case, we do not need to make the translation. Statistics files level is the same.


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10. DOUBLE CLICK ON EXCEL FILE DOES NOT START THE EXCEL PROGRAM

Symptom

• The PC shows the following window after a double click on the Excel file.

Solution

• Open Excel, open a file and Tools/Options/General.

• Unselect the Ignore Other Applications parameter.

11. CONNECTION TO THE SPECIFIC CCS PC NOT WORKING Symptom

• I cannot connect a specific CCS PC anymore.

Possible reason: The AFE still sees this PC as connected.

Solution

• Execute the following procedure to release the connection.

− Launch the adm_acd command: (23)ccda_n23> adm_acd Usage: [hostname] [-servpcag | -servccs | -salb] Connection with ccda_n23 , port 2538 is OK You can give parameters -xxx-yyy, forwarded to main_afe! write name: nbe= 26 21 84 48 12 04 00 01 00 0e 00 00 00 00 00 00 00 00 00 1f 00 2a 41 44 4d 2a 00 write set_client: nbe= Press return write: lgw= 14, nbe= 14 ♦ 0 p|r parameter : put(ex: 0 p -v) or remove(ex:0 r -tcsta) -1 valTrMsg -2 EdTr -3 ArrTr -4 ObjA -5 Tempor -6 MB -7 RecMsg -8 dcxCli ----------------------------------------------------------------------------------- Menu ACD: 30 + fname: RECORD rCSTA 31 STOP record rCSTA 34 + key monitor 55 : time and time zone 56 : Tokens State Dump 57 + token number : To release token number



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58 + maximum duration of the chained ACR tickets 60 + Key [0|1|2|3|4] : Statistics Dump 0:Tel 1:Email 2:CcoutBond 3:Chat 4:CallBack 101 | 102 : menu barometers 1 + 0|1|2|3 ---- Dump TRAD(0=summary | 1=all | 2=id CSTA | 3=crid) 2 + 1|2|3|4|5|6- Dump CLASS (1=Pi 2=Pr 3=Tr 4=Rg 5=PilStat 6=CCDN) 3 + 1|2|3|4 ---- Dump CLASS (1=Te 2=Pg 3=SuperObj 4=Filter) 4 + 1|2 -------- Dump CLASS (1=Ag 2=Spv) 5 + 1|...|12 -- Dump CLASS (1=Daa 2=Sr 3=Wd 4=ProAcd 5=WTD 6=SkillDom 7=CallProfile 8=WBList 9=Range 10=Emergency 11=Virtual 12=IpAbrNb 13=AgNetw 6 + qmcdu ------ Dump OBJ 7 + key -------- Dump OBJ 8 + crid ------- Dump Obj_Monitored 9 + trkg_id ---- Dump TRGP 10 -------------- Dump All_OBJ_Not_Idle 11 -------------- Dump TERMINALS 12 -------------- Dump Memory 13 -------------- Dump AgServPcAg 14 -------------- Dump AgALB 15 -------------- Dump Software locks 16 + 0|1 -------- Dump CallContexts(1=dump whole ticket) 18 + key -------- Trace Ag 19 + crid ------- Trace CSTA 200 ------------- Options de trace 201 + cli ------- Filtrage MailToTerminals 300 ------------- Menu utilisateur Start_date: 1083654368 Tue May 4 09:06:08 2004 Version: 4.4.80, Args:

− Select the option 56 : Tokens State Dump to list all tokens used by the AFE. 56 write: lgw= 16, nbe= 16 Tokens state : ccs_multi:60 ccs_mono:60 ccs_light:60 MultiCCS Token (0) : PC-CCX23 (192.168.4.51) last ping 1h 11min 26sec MultiCCS Token (1) : BRE0000022838 (155.132.77.11) last ping 0h 0min 54sec SubTokens : max_WBI : 100 WBI_busy : 0

− Look for the line containing the CCS PC name or CCS PC IP address involved.

In the example, the CCS PC which cannot be connected anymore is BRE0000022838

MultiCCS Token (1) : BRE0000022838 (155.132.77.11) last ping 0h 0min 54sec

− Look for the token number, located between brackets just after the "Token" word.

In the example, the token number is 1

MultiCCS Token (1)


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− To release the connection, select the option 57 followed by the token number. 57 1 write: lgw= 18, nbe= 18 13h07:19 terminal disconnected: 17 BRE0000022838 13h07:19 Deconnection d'un client: 17 13h07:19 RealTime: remove client 17 13h07:19 AgentMAO: remove client 17 13h07:19 RealTime: remove client evt_tickets 17 13h07:19 SendPacket: client unknown 17

− Select the option 56 to be sure that the connection is released. 56 write: lgw= 16, nbe= 16 Tokens state : ccs_multi:60 ccs_mono:60 ccs_light:60 MultiCCS Token (0) : PC-CCX23 (192.168.4.51) last ping 1h 26min 15sec SubTokens : max_WBI : 100 WBI_busy : 0

− Try to log on the CCS PC.



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12. IMPOSSIBLE TO LAUNCH THE EXCEL STATISTICS UNDER WINDOWS XP & EXCEL 2002

Symptom

• Impossible to launch the Excel statistics under Windows XP & Excel 2002.

According to the level management of statistics request launched through the CCS application, you will get the following scenario.

12.1. First scenario

Launch the Excel statistics.


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You will get the following error and see the "Excel task" occupying around 98 % of CPU traffic.

Excel Task occupying all CPU resources



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12.2. Second scenario

By launching a second time the Excel statistics, the following error will appear and the CCS application will be automatically killed.

12.2.1. Third scenario

By starting again the CCS application and launching again Excel statistics, the following error will appear.

Then an Excel task is newly created and you will get the below error:

New Excel task launched


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Solution

1 Close all CCS applications.

2 If necessary, kill all Excel tasks and delete the TEMP file.

3 Install the SP1 of Office XP.

Service Pack 1 of Office XP



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Then after launching a new Excel statistics, the TEMP file will be correctly created and you will be able to display statistic request.


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13. SUPERVISOR’S CATEGORY MANAGEMENT IMPOSSIBLE IN CCS Symptom

• The management of the Supervisor’s category between Supervisor and Administrator in the ‘Supervisor Rights’ window is impossible and we have the following incident:

Solution

• Go under /usr4/afe and check the rights of the F_SUPERV file, the rights have to be the same of the other F_ files.

If the rights are not the same, change them by the command: chmod 666 F_SUPERV

• Check if the modifications are authorized.



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14. CONNECTION OF CCS IMPOSSIBLE Symptom

• Although it remains free licenses enough, you cannot connect the CCS (monosite or multisite) to the OmniPCX. The CCS application answers by the following message:

Possibly, a popup window could show the error message: The virtual cicuit was reset by the remote side. A network disconnection has been detected.

In the same time, the following incident occurs on the PCX: 02/06/04 17:50:39 000033M|--/--/-/---|=4:0617=AFE_MAIL_TXT: 5

and stores in the AFE log file: 17h50:39 Error: AFE_MAIL_TX 5 Max terminal reached 17h50:39 terminal disconnected: 23

Explanation

You cannot connect more than 15 client's connections to the main_afe process.

With the option 11 of adm_acd tool, you can check who and how many clients are connected to the AFE.

See below an example where 12 clients use a socket connection (nbCli cannot exceed 15). tart_date: 1083749856 Wed May 5 11:37:36 2004 Version: 4.4.80, Args: 11 write: lgw= 16, nbe= 16 MailToTerminals: nbCli= 12, maxCli= 100, maxConnected= 15 Mbox= 0 nbMsg = 822493 Terminal [0] Name : *SERV_CCS*24021 Type : SCCS Inet add : 192.168.004.033


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Sock fd : 16 State : 4 Last ping : 10 Nb Packets : 0 Terminal [2] Name : SALB_24044 Type : Agent List Builder Inet add : 192.168.004.033 Sock fd : 19 State : 4 Last ping : 12 Nb Packets : 0 Terminal [8] Name : pc-ccx20 Type : CCS Multi Inet add : 192.168.004.040 Sock fd : 21 State : 4 Last ping : 19 Nb Packets : 0 Terminal [20] Name : laptop Type : CCS Multi Inet add : 172.025.183.008 Sock fd : 20 State : 4 Last ping : 20 Nb Packets : 0 Terminal [27] Name : Type : ADM2 Inet add : 192.168.004.033 Sock fd : 22 State : 3 Nb Packets : 10 Terminal [55] Name : SALB Type : Agent List Builder Inet add : 192.168.004.234 Sock fd : 17 State : 4 Last ping : 14 Nb Packets : 0 Terminal [62] ........... ........... Terminal [86] Name : Pascal2 Type : CCS Multi Inet add : 192.168.004.151 Sock fd : 35 State : 4



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Last ping : 10 Nb Packets : 0 Supervisors : [full adresse]:client num on servccs (-1 if not) / client num on A fe : key/idMAO [62] -1/62 : 22/Administrateur [64] -1/64 : 23/Administrator [68] -1/68 : 23/Administrator [75] -1/75 : 22/Administrateur [79] -1/79 : 22/Administrateur [86] -1/86 : 22/Administrateur [8] -1/8 : 22/Administrateur [20] -1/20 : 22/Administrateur Tokens state : ccs_multi:60 ccs_mono:60 MultiCCS Token (0) : laptop (172.25.183.8) last ping 16h 50min 37sec MultiCCS Token (1) : pc-ccx20 (192.168.4.40) last ping 16h 58min 48sec MultiCCS Token (3) : pc-ccx31 (192.168.4.41) last ping 17h 35min 48sec MultiCCS Token (5) : Pascal2 (192.168.4.151) last ping 17h 17min 9sec ByPassCCS Token (X) : PC_CCS4 (192.168.4.84) ByPassCCS Token (X) : PC-CCX17 (192.168.4.247) ByPassCCS Token (X) : PC-CCX06 (192.168.4.235) ByPassCCS Token (X) : pcccxpb1 (192.168.4.150) SubTokens : max_WBI : 100 WBI_busy : 0

Solution

• Instead of using a direct connection to the internal main_afe process of PBX,


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Connect the CCS to the internal CCS server process of PCX (from CCS menu: Window / Customize / Network)

Check in the file /usr3/afe/parameters.cfg, that the serv_ccs_on_dhs parameter is set to 1.

However, we recommend to install and use the external PC CCS server if you connect more than 8 CCS on the same PCX. Remember: In this case, the serv_ccs_on_dhs parameter must be changed to 0 and the main_afe process must be restarted to establish the modification of the parameter.



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15. BEFORE CALLING ALCATEL’S SUPPORT CENTER Before calling Alcatel’s Business Partner Support Center (ABPSC), make sure that you have read through:

• the Release Notes which lists features available, restrictions etc. ,

• this chapter and completed the actions suggested for your system’s problem.

Additionally, do the following and document the results so that the Alcatel Technical Support can better assist you:

• Have any information that you gathered while troubleshooting the issue to this point available to provide to the TAC engineer (such as traces).

• [Have a network diagram ready in case of ABC-F Networking problem].

• [Have a data network diagram ready in case of VoIP problems. Make sure that relevant information is listed such as bandwidth of the links, equipments like firewalls, etc.].

• [Have a VoIP Audit report available in case of VoIP problems].

Note Dial-in access is also mandatory to help with effective problem resolution.

Comments Adapt the paragraph if specific or additional information or actions are required depending on the subject.


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