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Reporting for Contact Center Troubleshooting and Maintenance Guide

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Reporting for Contact Center Troubleshooting and Maintenance Guide Reporting for Contact Center Troubleshooting and Maintenance Guide BCM Contact Center Document Number: NN40040-400 Document Status: Standard Document Version: 02.01 Date: September 2009 Copyright © 2008-2009 Nortel Networks. All Rights Reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Trademarks Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. Java is a trademark of Sun Microsystems Incorporated. All other trademarks and registered trademarks are the property of their respective owners. Table of Contents List of Figures .............................................................................................................6 List of Tables...............................................................................................................8 How to Use this Guide................................................................................................9 Introduction ..........................................................................................................................................9 How this Guide is organized ................................................................................................................9 Introduction...............................................................................................................11 About this Guide ............................................................................................................................... 11 How to get Help................................................................................................................................. 11 Getting Help from the Nortel Web site ......................................................................................... 11 Getting Help over the phone from a Nortel Solutions Center ...................................................... 12 Getting Help through a Nortel distributor or reseller .................................................................... 12 Flow Charts ...............................................................................................................13 Introduction ....................................................................................................................................... 13 Key to the flow charts................................................................................................................... 13 Diamonds............................................................................................................................... 13 Rectangles............................................................................................................................. 14 Ovals...................................................................................................................................... 14 Installing Reporting for Contact Center............................................................................................. 16 Contact Center Connection............................................................................................................... 18 Historical Reports.............................................................................................................................. 20 Real Time Screens ........................................................................................................................... 21 Software Wallboard........................................................................................................................... 24 Hardware Wallboard ......................................................................................................................... 26 Print Schedules................................................................................................................................. 28 Raising a Case: Information Gathering...................................................................31 Requirements prior to raising a case ................................................................................................ 31 Minimum requirements for a case..................................................................................................... 31 Case check list.................................................................................................................................. 32 Web Host PC Troubleshooting ................................................................................37 Microsoft SQL Server 2005............................................................................................................... 38 Overview and installation............................................................................................................. 38 Version compatibility .................................................................................................................... 38 Database Installer Utility .............................................................................................................. 38 Uninstalling and re-installing........................................................................................................ 40 Backup and Restore the RCC Database..................................................................................... 41 Reporting for Contact Center Troubleshooting and Maintenance Guide 4 Table of Contents Backup....................................................................................................................................42 Restore...................................................................................................................................44 Database Corruption.....................................................................................................................47 Internet Information Services.............................................................................................................48 IIS overview and installation .........................................................................................................48 Recreating Virtual Directories.......................................................................................................48 Virtual folders not created in Internet Information Services ...................................................48 Enabling buffering in IIS................................................................................................................48 Restarting the IIS Service.............................................................................................................53 Java Runtime Environment................................................................................................................54 Java overview and installation......................................................................................................54 Java version compatibility.............................................................................................................54 Real Time screens are not displayed correctly ......................................................................54 Java Cache...................................................................................................................................58 Real Time screens are displayed but no data is seen (clearing the Java Cache) .................58 Firewalls.............................................................................................................................................60 Ports and .exe files used by Reporting for Contact Center ..........................................................60 Port Numbers used by Reporting for Contact Center ............................................................60 .exe files used by Reporting for Contact Center ....................................................................60 Common Firewall Configuration ...................................................................................................61 Uninstalling other firewalls......................................................................................................61 Windows Firewall ...................................................................................................................61 Norton Internet Security and Personal Firewall......................................................................61 Zone Alarm and Sophos.........................................................................................................62 Anti Virus............................................................................................................................................63 Anti-Virus Software Slowing Down the File System .....................................................................63 Blank dialog boxes........................................................................................................................63 McAfee 8.0i Anti-Virus software .............................................................................................63 Proxy Server ......................................................................................................................................65
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