2019-BSG-IRT-03

INCIDENT REPORT
ISM INC#: 23411

INCIDENT INFORMATION
Client Name: Metrobank Card Corporation
Site Address: 6778 Ayala Ave, Legazpi Village, Makati, 1229 Metro Manila
Contact Person: Joseph Alhambra
Contact Number: 09209170342
Email Address: jsalhambra@metrobankcard.com
Date/Time Incident Reported: December 7, 2020 / 1200H
Restoration Date/Time: January 22, 2021 / 1400H

ENGINEER INFORMATION
Name: Rose Ann E. Alvarez
Division/Department: CXBSG Alcatel Collab TASK ID#: 90616

EQUIPMENT DETAILS
Part / Dongle / System ID Equipment Description Serial Number Remarks

CASE STATUS
(Kindly provide EXPLANATION on the Case Status Selected in the Remarks Field below. Such explanation should answer WHY or HOW such case status was
selected)
Case Code Code Description Remarks
CLO Closed For case closure
RES Resolved Verint Employee ID at MCC center was now okay.
WIP Work In Progress

PWC Pending with Client

PAR Pending With Parts

PRI Pending With Principal

PWR Pending With Requester

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 1 of 5
 2019-BSG-IRT-03

INCIDENT OVERVIEW
(Replace this info with a brief Executive Summary of the problem, including who was affected.)

Request assistance to check Verint as encountering no employee ID Verint

INCIDENT DETAILS
(Chronological sequence of events. Be as in depth as possible.)
Date Time Activity
December 11:43 Issue Reported.
7, 2020 AM
12:30 Case assigned.
PM
4:00 Downloaded of logs and sample files of recording to further investigate the said issue.
PM
December 10:00 Checking of Verint alarms that might be possible cause of no employee tagging issue. Issue was occurred
16, 2020 AM randomly as observed.
1:00 Downloaded sample files and recordings of with and without employee tagging for comparison of logs.
PM
As checked on the said concern, we checked the active alarms and history alarms, but no related issue
5:00 was found. We also tried to compare the logs for both inum of recordings with and without employee
PM tagging. We verified that PBX ID was not shown on the logs of recording without employee tagging and
have not found error that might be related to the issue.
December 2:00 Raised with Verint Support for further investigation.
21, 2020 PM
3:06 Shared to Verint Support the T1 log analysis on the said issue. Verint support advised us to check on the
PM AES because of the no PBX ID was found.
January 4, 9:05 As per Verint Support, based on the logs that have been sent, there is no PBX Login ID seen on the call
2021 AM with no tagging. Advised us to check the AES logs on this concern.
As checked on the TSAPI License on the MCC Center, TSAPI License was less than on the number count
of Recording channels. This might be the cause why there are no employee tagging on some recordings.
As required, TSAPI license should be greater than or equal on the recording channels License of Verint.
As seen on image below there are no available license left on both Primary and Secondary server at MCC
Center.

8:20
PM

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 2 of 5
 2019-BSG-IRT-03

To check further the said concern. We advised the client to transfer some of the TSAPI License from MCC
Metropark to MCC Center to isolate the said issue.
January 5:06 Already sent MOP through email for the Transfer of TSAPI License. And waiting for the preferred
13, 2021 PM schedule of the client.
January Transfer of TSAPI License activity.
20 2021 • Login to AES of TMP and Center
o MTP AES Primary

o MTP AES Secondary

o Center AES Primary

8:00
PM

o Center AES Secondary

• Go to Licenses and Click export

• Login to WinSCP and export the backup license.
• Go to Avaya PLDS to generate the license.
• Re-generate AES TSAPI license and deduct the 100 TSAPI license.
• Transfer the 100 licenses to Center host ID.
• Download the license.
• Login to AES of MTP and Center
• Go to licenses and Click Install license
• Choose the license file and click install.
• Validate the license count. Go to AES web portal click the license tab and select WebLM Server Access
login to the WebLM web portal and select Application_Enablement

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 3 of 5
 2019-BSG-IRT-03

o Center AES Primary

o Center AES Secondary

o MTP AES Primary

o MTP AES Secondary

10:00 Transfer of 100 AES TSAPI License from MCC Metropark to MCC Center was successfully done.
PM
January Monitoring of the said issue. Issue was resolved and now we observed that now the calls have PBX ID
22, 2021 and Employee Name as shown on the image below.

1:35
PM

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 4 of 5
 2019-BSG-IRT-03

ROOT CAUSE ANALYSIS

(Replace this info with the detailed information concerning how the incident was remedied or alleviated.)

• AES TSAPI License was less than the number or Recording License on both Primary and Secondary Server at
MCC Center.

RECOMMENDATION(S)
(Replace this info with the measures that can and should be taken to prevent this issue from recurring, including specific service level monitoring
recommendations – for short and long term.)

• Check first the number of AES TSAPI License if there are available license left. If none, the issue will persist.

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 5 of 5