TG0019en Ed02

TROUBLESHOOTING GUIDE No. TG0019 Ed.
02
Alcatel OmniTouch Contact Center Nb of pages : 29 Date : 05 January 2005
SUBJECT : CCA
This document is a guide to help you to solve known problems around the CCA.
1
Alcatel OmniTouch Contact Center
TROUBLESHOOTING GUIDE No. 19 CCA
CONTENTS
1. HISTORY......................................................................................3
2. INTRODUCTION ..........................................................................3
3. THE CCA APPLICATION CANNOT ACCESS TO THE A4760 LDAP

DIRECTORY..................................................................................4
3.1. Check: CCA application ............................................................................ 4
3.2. Check: OTS manager................................................................................ 5
3.3. Check the A4760 ...................................................................................... 7
4. HOW TO CUSTOMIZE THE KEYS ON THE CCA?...........................8
5. SERVER ERROR WHEN THE AGENT TRIES TO LOG ON ...............10
6. REQUEST REJECTED BY THE PCX WHEN THE AGENT TRIES TO

LOG ON ....................................................................................12
7. INCORRECT PASSWORD ERROR WHEN THE AGENT TRIES TO

LOG ON ....................................................................................12
8. THE AGENT CANNOT MODIFY HIS SKILLS .................................13
9. NO CONNECTION TO SERVER WHEN LAUNCHING THE CCA ...14
10. "CANNOT LOAD PLACE" MESSAGE WHEN LOGGING AN AGENT16
11. INCORRECT PASSWORD WHEN LOGGING AN AGENT ..............16
12. NOTHING HAPPENS WHEN LOGGING, LOGON BUTTON

BECOMES GREY .........................................................................16
13. CCA NOMADIC: CANNOT LOGGING AN AGENT ......................17
Ed. 02 / 05 January 2005 1 TG0019

OmniTouch CCA TROUBLESHOOTING GUIDE No. 19
14. WHEN THE GSM AGENT DIALS, THE CALL DOES NOT WORK ....18
15. PROBLEM WITH "OTS !" POP UP .................................................20
16. A PCX NODE IS MISSING ...........................................................23
17. WINDOWS 2000 AND ACAPI SERVER ........................................25
18. HEADSET ON LOGON ...............................................................26
19. FUNCTION KEYS .......................................................................26
20. WHEN THE CCA PICKS UP OR RELEASE THE CALL, HE IS THEN

LOGGED OUT............................................................................27
21. BEFORE CALLING ALCATEL’S SUPPORT CENTER ........................28
TG0019 2 Ed. 02 / 05 January 2005

1. HISTORY
Edition 01 : Creation of the Troubleshooting Guide.
Edition 02 : Adding of new features.
2. INTRODUCTION
This document is a guide to help you to solve known problems around the CCA application.
For latest news, and document updates, please refer to the Alcatel Business Partner Web Site at
the following URL http://www.businesspartner.alcatel.com/
Ed. 02 / 05 January 2005 3 TG0019

3. THE CCA APPLICATION CANNOT ACCESS TO THE A4760 LDAP

DIRECTORY
3.1. Check: CCA application
Click on
The designation of the

directory should be here.
TG0019 4 Ed. 02 / 05 January 2005

3.2. Check: OTS manager
Click on
Ed. 02 / 05 January 2005 5 TG0019

Select the right

directory
Click on Modify
Directory characteristics
Name used in the CCA application to the

directories configuration
It is possible to use the IP address or name

of the A4760. If the name is used it is
needed to add an entry in the PC hosts file
(where is the OTS manager).
o=alcatel is the Company which it is

managed in the A4760.
o=directoryRoot is needed from R2.1
(Caution, it is case sensitive)
TG0019 6 Ed. 02 / 05 January 2005

3.3. Check the A4760

Name of the company = Search root (OTS Manager / Directory characteristics).
Ed. 02 / 05 January 2005 7 TG0019

4. HOW TO CUSTOMIZE THE KEYS ON THE CCA?

− Click on Show/Hide dialing window to get the dialing keypad window:
− Click on the Pin icon to lock-up it Click on the directory icon:
− Right click on the desired key, then click on Add.
TG0019 8 Ed. 02 / 05 January 2005

− Fill-in the desired information:
− Then, click on the programmed key to get the system dialing it automatically:
Ed. 02 / 05 January 2005 9 TG0019

5. SERVER ERROR WHEN THE AGENT TRIES TO LOG ON
It is needed to load the users from the PCX to the OTS server.
Click on
Select all has to

be selected
TG0019 10 Ed. 02 / 05 January 2005

Click on this button.
Select all
should be selected
Ed. 02 / 05 January 2005 11 TG0019

Do not forget to save
Now you should see the missing users
6. REQUEST REJECTED BY THE PCX WHEN THE AGENT TRIES TO LOG

ON
When the agent tries to log on and the CCA application shows the above screen, it means that the
set (ACD authorized phone set) does not work. Check the phone set and try to call it.
As soon as it is possible to call, try to log on the agent from the CCA application.
7. INCORRECT PASSWORD ERROR WHEN THE AGENT TRIES TO LOG

ON
When the agent tries to log on and the CCA application shows the above screen, it means that the
set (ACD authorized phone set) does not work. Check the phone set and try to call it.
As soon as it is possible to call, try to log on the agent from the CCA application.
TG0019 12 Ed. 02 / 05 January 2005

8. THE AGENT CANNOT MODIFY HIS SKILLS
Click on it
The agent cannot

modify his skill.
Open the CCS application:

/Configuration/Agent/ and select the agent number and check the Can set his skills
parameter.
Ed. 02 / 05 January 2005 13 TG0019

9. NO CONNECTION TO SERVER WHEN LAUNCHING THE CCA

When running the CCA:
− if the TSA and/or SPC Agent Server icons are in orange color, it shows a
connection problem from the server to the PCX, so check PCX connection by telnet from the
server.
− if the TSA and/or SPC Agent Server icons are in red color, it shows a connection
problem from the PC client to the server.
• Test the network and configuration by pinging the TSA and/or SPC Agent server with the
name defined in CCA configuration panel.
− If SPC Agent Server icon is red:

• Run the telnet xxxx 2544 command from the CCA computer with xxxx = SPC Agent
server server's name as defined in CCA configuration panel or IP address.
A good connection should give some strange characters like:

• If Not OK, check that there is no Firewall or similar that may filter this TCP port by
connecting a CCA agent a the same HUB that the SPC Agent Server.
In addition, the same problem can occur if the parameter Site Name is different between SPC Agent
Server and CCA configuration. This information (string) must be exactly the same.
To check that, compare the two lines:
Site 1= XXXX in spcag.ini on SPC Agent Server
StatServerSite=XXXX XXXX in cca.ini on CCA computer
Check that there are no other SPC Agent Server connected on the MAIN_AFE.
telnet pbxname
>adm_acd (choice 11)
...
Terminal [29]
Name : *SERV_PC_AG*
Type : PC Agent Server
Inet add : 192.168.004.083
Sock fd : 17
State : 4
Last ping : 9
Nb Packets : 0
....
TG0019 14 Ed. 02 / 05 January 2005

Stop the wrong SPC Agent Server, run

C:\Program Files\Alcatel\ServerPCAgent\spcagmgr.exe
To check your configuration:
alcatel
If CCD site is empty, it is because you tried to start two SPC Agent Servers simultaneously on the
same PCX, so you have to recreate manually your site configuration:
If TSA Server icon is red

• Run the telnet xxxx yyyy command from the CCA computer with:
♦ xxxx = TSA server server's name as defined in CCA configuration panel and,
♦ yyyy = TCP port (3595 =default TCP port).
Ed. 02 / 05 January 2005 15 TG0019

A good connection should give some strange characters like:

• If NOT OK, check that there are no firewall or similar that may filter this TCP port by
connecting a CCA agent a the same HUB that the TSA Server.
10. "CANNOT LOAD PLACE" MESSAGE WHEN LOGGING AN AGENT

A Cannot load place message appears in CCA toolbar when logging an agent.
Reason: Access problem to the cco/cci SQL database from ODBC through TCP/IP on port 1433.
Check that:
• SQL server is accessible through ODBC by running a ODBC test to it.
• There's no firewall blocking connection on port 1433 from CCAgent to SQL.
11. INCORRECT PASSWORD WHEN LOGGING AN AGENT

A Incorrect Password message appears in CCA toolbar when logging an agent.
Check the following:
• Check in mgr/System/47xx directory - 4400 Synchro., if False set it True and re-manage the
password from mgr.
• Pro-acd is not already logged /used by another agent.
• The agent number is not already logged on another set.
• There is no letter in agent and agent's PG directory number (remember that's forbidden):
Example D0100 is incorrect.
• Try to force password update from mgr towards TSA configuration (by password
modification). Desynchronization between TSA and mgr.
• In CCEmail/CCWeb/CCOutbound, run tsaadmauto ./tsa_params.txt to update TSA
configuration.
12. NOTHING HAPPENS WHEN LOGGING, LOGON BUTTON

BECOMES GREY
Check the following:
− Pro-acd is not already logged /used by another agent.
− The agent number is not already logged on another set.
− TSA server cannot start monitoring the agent: check TSA log files to retrieved MONITOR
FAILURES, check BY-PASS CSTA licenses in PCX using cmd (mtch) "cstainfo":
CSTA MONITORING REQUESTS
CSTA bypass = 69 (100 max)
TG0019 16 Ed. 02 / 05 January 2005

13. CCA NOMADIC: CANNOT LOGGING AN AGENT
Click on it to log on
Enter the agent number
The agent status is log off.

The logon button is disappeared.
Solution
• Open the CCS application.
• Go to menu bar.
• Choose Configuration/agent.
Erase the number.

The nomadic agents do not work if
they are associated to a set.
Ed. 02 / 05 January 2005 17 TG0019

14. WHEN THE GSM AGENT DIALS, THE CALL DOES NOT WORK
Symptom
• When the GSM agent dials, the call does not work and the CCA application seems blocked.
Agent dials
Solution
• Check the Number to dial to reach cellular or home phone parameter.
TG0019 18 Ed. 02 / 05 January 2005

Check the number. This

number could be dialed from
the PCX to get the agent.
Ed. 02 / 05 January 2005 19 TG0019

15. PROBLEM WITH "OTS !" POP UP

Symptom
• When the Alcatel OTS manager starts, there is the following error:
Solution
• Start the assistant service application to start the OTS service.
TG0019 20 Ed. 02 / 05 January 2005

Ed. 02 / 05 January 2005 21 TG0019

TG0019 22 Ed. 02 / 05 January 2005

16. A PCX NODE IS MISSING

Symptom
• A PCX node is missing on the Alcatel OTS manager.
A PCX node is missing.
Ed. 02 / 05 January 2005 23 TG0019

Two ports are connected on the Etnd2 node and

not any port is connected to Etnd8 node.
Solution
• Modify the parameter Linked to the node.
TG0019 24 Ed. 02 / 05 January 2005

Choose the value corresponding on

the new node (Etnd8).
17. WINDOWS 2000 AND ACAPI SERVER

Symptom
• Windows 2000 Server/Pro is supported for CCA Servers ACAPI, OTS, PCAgent, CCAnetwork,
CCAupdate and TSA Manager client applications. It happens that NMC service from
ACAPI server doesn’t start automatically with Windows 2000 Server or Professional, even
with automatic start option.
Solution
• To avoid this problem, the option -launchacapi must be written in service tsa.ini
file.
Examples
− Service OTS starts one OTS process on port 3595.
[Parameters]
tsa_port=3595
arguments=-launchacapi
− Service OTS starts 3 OTS processes on ports 3595, 3596, 3597.

[Parameters]
tsa_port=3595
arguments=3 –launchacapi
Reboot the server machine and check the result: when this option is present, Service OTS checks
every minute the running mode of NMC service, and if stopped, will order to start it.
Ed. 02 / 05 January 2005 25 TG0019

18. HEADSET ON LOGON

Symptoms
• When logging the headset does not work if the CCA application is used.
• When logging the headset works if the set is used.
Solution
• Turn to True the Withdrawal after logon” parameter (mgr/Application/CCD/
Processing Group).
19. FUNCTION KEYS

Symptoms
The function keys F2 (call answer) and F3 (hang up) do not work.
Solution
It is needed to open the CCA.ini file and put the « use » parameter equal 1 ; see the AcceleratorKey
section.
Save the CCA.ini and then start again the CCA application, when the CCA application starts again
the key are created in the "AcceleratoKey" section.
Example
[AcceleratorKey]
use=1
When the CCA application will start again the following lines will be added.
[AcceleratorKey]
Use=1
CallAnswer=F2
HangUp=F3
TG0019 26 Ed. 02 / 05 January 2005

20. WHEN THE CCA PICKS UP OR RELEASE THE CALL, HE IS THEN

LOGGED OUT
Symptoms
When the CCAgent picks up or releases the call, he is then logged out.
It happens when the CCAgent picks up or release the call in the same time that the caller hangs up.
So that, the CCAgent press the logout button.
An incoming call rings the CCAgent:
The caller hangs up while the CCAgent presses the pickup button.
Then the agent is logged out, because in fact the CCAgent have pressed the logout button.
Solution
The solution is to separate the logout button to the "pickup" button. On the TSA server go the
directory /Alcatel/OmniPCXTSA/dyn/server_name@3595/cfg.
Then, add the following lines in ‘SuperUser@common.ini’ file:
[ButtonsAlwaysVisible]
ButtonLog = 1
If the ‘SuperUser@common.ini’ does not exist, then create it.
The "pickup" button is separated to the logout button.
Ed. 02 / 05 January 2005 27 TG0019

21. 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.
TG0019 28 Ed. 02 / 05 January 2005

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TROUBLESHOOTING GUIDE No. TG0019 Ed.

Alcatel OmniTouch Contact Center Nb of pages : 29 Date : 05 January 2005

3. THE CCA APPLICATION CANNOT ACCESS TO THE A4760 LDAP

4. HOW TO CUSTOMIZE THE KEYS ON THE CCA?...........................8

5. SERVER ERROR WHEN THE AGENT TRIES TO LOG ON ...............10

6. REQUEST REJECTED BY THE PCX WHEN THE AGENT TRIES TO

7. INCORRECT PASSWORD ERROR WHEN THE AGENT TRIES TO

8. THE AGENT CANNOT MODIFY HIS SKILLS .................................13

9. NO CONNECTION TO SERVER WHEN LAUNCHING THE CCA ...14

10. "CANNOT LOAD PLACE" MESSAGE WHEN LOGGING AN AGENT16

11. INCORRECT PASSWORD WHEN LOGGING AN AGENT ..............16

12. NOTHING HAPPENS WHEN LOGGING, LOGON BUTTON

13. CCA NOMADIC: CANNOT LOGGING AN AGENT ......................17

Ed. 02 / 05 January 2005 1 TG0019

15. PROBLEM WITH "OTS !" POP UP .................................................20

16. A PCX NODE IS MISSING ...........................................................23

17. WINDOWS 2000 AND ACAPI SERVER ........................................25

18. HEADSET ON LOGON ...............................................................26

19. FUNCTION KEYS .......................................................................26

20. WHEN THE CCA PICKS UP OR RELEASE THE CALL, HE IS THEN

21. BEFORE CALLING ALCATEL’S SUPPORT CENTER ........................28

TG0019 2 Ed. 02 / 05 January 2005

Ed. 02 / 05 January 2005 3 TG0019

3. THE CCA APPLICATION CANNOT ACCESS TO THE A4760 LDAP

3.1. Check: CCA application

The designation of the

TG0019 4 Ed. 02 / 05 January 2005

3.2. Check: OTS manager

Ed. 02 / 05 January 2005 5 TG0019

Select the right

Name used in the CCA application to the

It is possible to use the IP address or name

o=alcatel is the Company which it is

TG0019 6 Ed. 02 / 05 January 2005

3.3. Check the A4760

Ed. 02 / 05 January 2005 7 TG0019

4. HOW TO CUSTOMIZE THE KEYS ON THE CCA?

− Click on the Pin icon to lock-up it Click on the directory icon:

− Right click on the desired key, then click on Add.

TG0019 8 Ed. 02 / 05 January 2005

− Fill-in the desired information:

Ed. 02 / 05 January 2005 9 TG0019

5. SERVER ERROR WHEN THE AGENT TRIES TO LOG ON

Select all has to

TG0019 10 Ed. 02 / 05 January 2005

Click on this button.

Ed. 02 / 05 January 2005 11 TG0019

Do not forget to save

Now you should see the missing users

6. REQUEST REJECTED BY THE PCX WHEN THE AGENT TRIES TO LOG

7. INCORRECT PASSWORD ERROR WHEN THE AGENT TRIES TO LOG

TG0019 12 Ed. 02 / 05 January 2005

8. THE AGENT CANNOT MODIFY HIS SKILLS

The agent cannot

Open the CCS application:

Ed. 02 / 05 January 2005 13 TG0019

9. NO CONNECTION TO SERVER WHEN LAUNCHING THE CCA

− If SPC Agent Server icon is red: