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TG0020en Ed02
TG0020en Ed02
TG0020en Ed02
02
This document is a guide to help you to solve known problems around the CCS.
1
Alcatel OmniTouch Contact Center
TROUBLESHOOTING GUIDE No. 20 OmniTouch CCS
CONTENTS
1. HISTORY......................................................................................3
2. INTRODUCTION ..........................................................................3
10. DOUBLE CLICK ON EXCEL FILE DOES NOT START THE EXCEL
PROGRAM .................................................................................10
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/
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
Answered before
# % # % # % # % # %
10 seconds of 30 seconds of 60 seconds of 120 seconds of Answer after more
ringing ringing ringing ringing 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.
♦ 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.
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).
...
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
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
Ö 5.1 = CCS version (the same as the OmniPCX)
Ö 80 = CCS protocol
Ö 10 = CCS patch level for this version
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.
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.
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
− 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
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)
− 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
Tokens state :
ccs_multi:60 ccs_mono:60
ccs_light:60
SubTokens :
max_WBI : 100
WBI_busy : 0
You will get the following error and see the "Excel task" occupying around 98 % of CPU traffic.
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.
Then after launching a new Excel statistics, the TEMP file will be correctly created and you will be
able to display statistic request.
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.
Terminal [0]
Name : *SERV_CCS*24021
Type : SCCS
Inet add : 192.168.004.033
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
Last ping : 10
Nb Packets : 0
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,
Connect the CCS to the internal CCS server process of PCX (from CCS menu: Window /
Customize / Network)
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.