Avaya Contact Center Express / Contact Center Express / CCE 4.0

CPU-load of SQL server goes up to 100% during a query of ASMSControl user

VR — Fri, 12 Feb 2010 01:19:54 GMT

Dear CCE Support,

We have a problem with a simple (only voice with about 100 agents) CCE 4.0.1 what was installed some months ago.

SQL support team told me that since 2 weeks when most of the agents are logged in to CCE Desktop then CPU-load of SQL server goes up to 100% for some seconds in every 2-3 minutes. They identified that a query of 'ASMSControl' user does this. There is no problem at night when everybody are logged out.

I looked around in the log files on the CCE server and below is the only one error what I found in the Voice Media Store:
[quote]
[Tue Feb 09 14:59:05.351],Major,5776,[Thd 28] Major Error: Error getting dataset ExtraData data, error message is System.Data.SqlClient.SqlException: Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding.

at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)

at System.Data.SqlClient.SqlInternalConnection.OnError(SqlException exception, Boolean breakConnection)

at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj)

at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)

at System.Data.SqlClient.SqlDataReader.ConsumeMetaData()

at System.Data.SqlClient.SqlDataReader.get_MetaData()

at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)

at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)

at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)

at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)

at System.Data.SqlClient.SqlCommand.ExecuteReader(CommandBehavior behavior, String method)

at System.Data.SqlClient.SqlCommand.ExecuteDbDataReader(CommandBehavior behavior)

at System.Data.Common.DbCommand.System.Data.IDbCommand.ExecuteReader(CommandBehavior behavior)

at System.Data.Common.DbDataAdapter.FillInternal(DataSet dataset, DataTable[] datatables, Int32 startRecord, Int32 maxRecords, String srcTable, IDbCommand command, CommandBehavior behavior)

at System.Data.Common.DbDataAdapter.Fill(DataTable[] dataTables, Int32 startRecord, Int32 maxRecords, IDbCommand command, CommandBehavior behavior)

at System.Data.Common.DbDataAdapter.Fill(DataTable dataTable)

at AgileSoftware.Multimedia.MediaStore.Voice.DataAccess.DBHelper.FillDataSet(String cmdText, DataTable dataTable, DataTableMapping dataTableMappings)

at AgileSoftware.Multimedia.MediaStore.Voice.Components.VoiceDataSource.GetAssociateDataList(String interactionprogramID, DataTable additionalData, String dataTableName)

[Tue Feb 09 14:59:05.382],Info,5776,[Thd 28] Information: The work item #VoiceWorkItem(UCID=, InteractionID=0e012838-40fb-43ce-9214-ef9c31459898, Identifier =5be5537c-7336-4202-841d-b010b52323a8, Created) is retrieved.
[/quote]
It is repeating in every 2-3 minutes during a business day (I do not see similar entries at night). I restarted the VMS service without change.
All the necesarry stations and VDNs are monitored by VMS and there was any change in the configuration of CCE and SQL servers.

Do you have idea what can be the root cause of this?

What other information about this problem should I request from SQL support team?

I see that a lot of changes of CCE 4.1 are affecting the ASMSControl database. Is it a solution to upgrade to 4.1?

Many thanks and regards!
Viktor

WEBLM license

gururaj — Fri, 19 Mar 2010 11:04:13 GMT

i am having weblm license

that is one xml file

But in my license director i hva added key value pair for voice and multimedia.

i am using CCE 4.0

Will it support WEBLM license or we need to request for other license i mean only value.

if it supports WebLM then how do i use it in my license director ini file????????

Abandon call assistant

AlexeyS — Mon, 15 Mar 2010 07:47:42 GMT

Hi, ALl

i it possible to see date and time when a call was missed? In History plugin we see creation of work item, but as i understnad it is different time

CCED:contact field on VMS Work Item

Borisv — Wed, 10 Mar 2010 01:13:34 GMT

Hello

My question is aboute VMS Work item:

-when my agent get new voice call on the Work item screen is available additional "Contact" field (by AS Contact database).

A problem is that contact info in this field is always by "alerting DN" of Work item ant not by Caller id.

"alerting DN" is always my agent's phone and the info in Contakt field is always about my agent and not about my customer.

What is the way to resolve this issue?

Thanks

CCE IDS Presence Database Issue

renjithcb — Tue, 09 Mar 2010 04:59:31 GMT

Hi,

We're installing CCE 4.1 with IDS Presence for Voice History. Database used is SQL Server 2008 Standard Edition. Initial troubleshooting shows that no data gets logged onto ActiveInteractionData Database & the IDS Voice & Presence Logs show the foll. db access error

[Mon Mar 08 19:52:27.16],Info,1340,Error open connection to database with connection string 'Provider=SQLOLEDB.1;Persist Security Info=False;User ID=ActiveInteractionData;Password=CCEUser0;Initial Catalog=ActiveInteractionData;Data Source=DTGRCC03', error code is 0x80004005

CTI Events are being monitored but no data is logged. Tried the foll - (UserId\Password works when manually logging in, all other database access for other services work on CCE, tried to connect IDS to a SQL 2005 DB - same error...)

Any suggestions appreciated.

I'm pasting the AIDServer Ini below

[Error Logging]
Enable Error Logging = True
Error Log File Path =
Maximum Error Log File Size KB = 1000
Error Log Level = 129
Error Log Extension = IDSError.Log

[Settings]
Interaction Data Server ID = 1
Interaction Data Server Name = DTGRCC03
Interaction Data Server Port = 29090
Statistical Data Cache Interval Seconds = 1

[Switch1]
Switch ID = 1
Primary Link Name = AVAYA#CM5#CSTA-S#DT-AES-1
Primary User Name = olvcce1
Primary User Password = %%ENCRYPTED("814D118BE13EAE57434226C98E7B6F5B6AA7")
Database Server Name = DTGRCC03
Database Name = ActiveInteractionData
Database User Name = ActiveInteractionData
Database User Password = %%ENCRYPTED("814D118BE13EAE5743420AE6BD6D5F7B29D7")
Log Event = 1
Log Interaction Summary = 1
Log Statistics Data = 1
Log User Data = 1
Service Level Time Seconds = 5
VDN = 2631-2648,2657-2665
ACD Split = 2901-2926
Station = 2001-2015
Trunk Group = 1,2
Shift Start Times = 07:00,23:30
Statistics Interval Minutes = 60
Polling Trunk Group Interval Seconds = 0
Automatically Add Devices = 1
Media Store Database Server Name = DTGRCC03
Media Store Database Name = ASMSControl
Media Store Database User Name = ASMSControl
Media Store Database User Password = %%ENCRYPTED("814D118BE13EAE5743420AE6BD6D5F7B29D7")
Debug Media Store Database Stored Procedure = 1
Sync Local Time To PBX Time = 1
Log Event Queue Size = 1000
Switch Friendly Name = Switch1
Perform Named Licensing Challenge = 1
Secondary Link Name =
Secondary User Name =
Secondary User Password = %%ENCRYPTED("814D118BE13EAE574342")

[Other AIDServer 1]
Interaction Data Server ID =
Interaction Data Server Name =
Interaction Data Server IP =
Interaction Data Server Port =
Switch IDs =

[AS Contact Database]
Connection String = %%ENCRYPTED("814D118BE13EAE574342")
Group Name =
Extension Field Name = Business2
Use AS Contact Database = 1
Ignore Contacts With No Switch ID = 0
Switch Assignment For Contacts With No Switch ID = 1

[General]
Server Instance ID = 680e0fe3-1f66-405f-a415-91c9b46cad91

[Application Management Service]
Update Interval Seconds = 30
Multicast IP = 239.29.9.67
Multicast Port = 29075
Application Management Director URL List =
Enable Error Logging = 0
Server Instance Friendly Name = IDSVoicePresence@dtgrcc03
Management Object URL =
Enable Multicast = 1

WorkCode info

gururaj — Mon, 08 Mar 2010 05:44:54 GMT

Hi
I have successfully created MyCodes workcode with

added

topic key value
State Mailout Boucher Mailout
State No further action Nothing
State waiting customer response Waiting

As far as i know workcode is to assign a item code to any work item whether it is a email, or PCM, or voice or chat. suppose a voice item came and i assign "no further action" workcode to it. then whats the use of it???

Q. I wanna know the use of this work code ? i mean whats the purpose of this workcode.

can u show me any example of this workcode that is being used in any production environment??

So in my lab i am able to assing workcode but dont know whats the use of it.

Is there any way to see what are the work codes and what work codes are asigned to which work item ??

Please help me out.

Voice history

gururaj — Mon, 08 Mar 2010 05:47:35 GMT

Hi
i am able to view email, PCM, web chat, msn history. but i am unable to view voice ( reords are there in the database )

when i select agent history and select voice from the drop down. no interaction list is coming

i am attaching all the ini files.

ASVoiceMediaStore.ini
AIDServer.ini
ASIDSView.ini

ASVoiceMediaStore.ini

[Service Plug In Host]
Service Display Name = AS Voice Media Store
Service Command Line = /f C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Voice Media Store\ASVoiceMediaStore.ini
Service Description = AS Voice Media Store
Service Startup State = 2

[Error Logging]
Error Log Level = 1
Error Log File Path = C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Voice Media Store\
Maximum Error Log File Size KB = 10000
Error Log File Extension = ASVoice.log

[Plug In Assembly List]
Voice Media Store Plug In = Voice Media Store
IDS Media Store Plugin = IDS Media Store Plugin

[Voice Media Store]
Assembly File Name = ASVoiceMediaStore.dll
Media Store URL = gtcp://cce:29072/Voice.rem
Plugin ID = 06ef3e45-2c6d-4160-bfe5-679bb105b5a4

[IDS Media Store Plugin]
Plugin ID = c60e01e0-4e83-4f23-ba12-994f4ff737e3
Enable Error Logging = True
Assembly File Name = ASIDSMediaStorePlugin.dll
Server Instance Auto Connect Type = 8E5020DF-9059-4693-A806-3F4F8BF0C883
Enable Trace = True
Enable Multicast = true
Local Address =
Multicast IP = 239.29.9.67
Multicast Port = 29078
IDS Multimedia Connections List =
Receive Buffer Length = 20000

[Server Identifier]
Server Instance ID = aa17bb60-d9e6-4d67-90f0-22a13a4eb774
Server Instance Type = 2E059E8E-8A55-4cff-AB76-3FC96754D720
Server Instance Friendly Name = Voice Media Store@CCE

[Application Management Service]
Multicast IP = 239.29.9.67
Multicast Port = 29075
Enable Multicast = True
Management Object URL = gtcp://cce:29072/VoiceManagement.rem
Application Management Director URL List =

[Client Connections]
IP Address = 192.168.5.138
IP Port = 0
Allow Multicast = True
Enable Trace = True
Broadcast Interval In Seconds = 30
Multicast IP = 239.29.9.67
Multicast Port = 0
Receive Buffer Length = 20000
Enable Multicast = True

[Media Director]
Media Director URL = gtcp://cce:29087/RemoteFactory.rem

[Database]
Connection String = %%ENCRYPTED("814D1181E93CAA504F460DC48C590C4D3492A3CE530BB2180E22F43DDC643096E753C2C71CA6ADC6F88A1344797F6B5961260F804C50467F8C4432D30BEAE504F13F39E6DD728056C43956D110AA055B17E6FD85B4C7634313F63456851F1A93E9D3A3DAE0C19F")
Save Empty Value Into Database = True

[XML Server]
Enable XML Server = True
Primary XML Server IP = cce
Primary Link Name = AVAYA#SEATURTLE#CSTA-S#SEATURTLE
Primary XML Server Port = 29096
Secondary Link Name =
Secondary XML Server IP =
Secondary XML Server Port = 29096
Station List = 47102,47103
VDN Section List = VDN GROUP1
Program ID = Voice
Enable Missed Call Mailer = False
Email For Diverted Calls = True
Contact Station ID Field =
Contact Email ID Field For To Address =
Contact Email ID Field For CC Address =
CC Address =
BCC Address =
SMTP Server IP =
SMTP Server Port = 25
Email From Address =
Email Reply-to Address =
Email Subject = Missed Call From %CallingNumber%
Email Body = Call from %CallingNumber% was missed at %StartDateTime%

[License Director]
Connect License Director = False
Enable Debug Trace = False
Primary License Director IP =
Primary License Director Port = 29095
Secondary License Director IP =
Secondary License Director Port = 29095

[ASContact Database]
Connection String = %%ENCRYPTED("814D1181E93CAA504F460DC48C590C4D3492A3CE530BB2180E22F43DDC643096E753C2C71CA6ADC6F88A1344797F6B5961260F804C504671B06929DC1CECB13DB90F38A3E616F453AA3B6AF23788094158C4F39AFCE06D4204BC1867A4772AB5DEB6EB")

[VDN GROUP1]
Allow VDN Override = False
Program ID = Voice
VDN List = 45980,45981,45988
Is Routing VDNs Group = False
Private VDN = 45980,45981,45988
Enable Customer Identification Assistant = False
Customer Identification Assistant VDN =
First Option Call Data = Calling Number
First Option Contact Field = Account
Second Option Call Data = Calling Number
Second Option Contact Field = Account
Third Option Call Data = Calling Number
Third Option Contact Field = Account
Success Destination =
Failure Destination =
Maximum Tries = 3
Maximum Tries Exceeded Destination =
Enable Abandon Call Assistant = True
Abandoned Call Preview Contact Program ID = 87f367a3-480c-4870-8df0-9f611b33c280
Abandoned Call Suspend Offset Minutes = 1
Abandoned Call First Contact = MobilePhone
Abandoned Call Second Contact = BusinessPhone
Abandoned Call Third Contact = HomePhone
Abandoned Call Notes =
Only Identified Callers = False
Required Group Membership =
Excluded Group Membership =
Minimum Call Duration Seconds = 5
Excluded VDNs = 45980,45981
Enable Customer Requested Callback = False
Callback Preview Contact Program ID =
Callback Suspend Offset Minutes = 0
Callback VDN =
Callback First Contact = HomePhone
Callback Second Contact = BusinessPhone
Callback Third Contact = MobilePhone
Callback Notes =
Abandoned Call Preview Contact Media Store URL = gtcp://cce:29098/PreviewContact.rem
Callback Preview Contact Media Store URL = gtcp://cce:29098/PreviewContact.rem
Skip Feature If Contact ID Populated = False

AIDServer.ini

[Error Logging]
Enable Error Logging = True
Error Log File Path =
Maximum Error Log File Size KB = 1000
Error Log Level = 1
Error Log Extension = IDSError.Log

[Settings]
Interaction Data Server ID = 1
Interaction Data Server Name = IDS
Interaction Data Server Port = 29090
Statistical Data Cache Interval Seconds = 1

[Switch1]
Switch ID = 1
Primary Link Name = AVAYA#SEATURTLE#CSTA-S#SEATURTLE
Primary User Name = avaya
Primary User Password = %%ENCRYPTED("814D1181E83CA550454D08D399414D2F69D4F2")
Database Server Name = cce\sqlexpress
Database Name = ActiveInteractionData
Database User Name = ActiveInteractionData
Database User Password = %%ENCRYPTED("814D1181E83CA550454D0AE6BD6D5F7B29D7")
Log Event = 0
Log Interaction Summary = 0
Log Statistics Data = 0
Log User Data = 0
Service Level Time Seconds = 15
VDN = 45980,45981,45988
ACD Split = 47610,47611,47612,47613
Station = 47102,47103
Trunk Group =
Shift Start Times = 0:00,8:00,17:00
Statistics Interval Minutes = 60
Polling Trunk Group Interval Seconds = 0
Automatically Add Devices = 1
Media Store Database Server Name = cce\sqlexpress
Media Store Database Name = ASMSControl
Media Store Database User Name = ASMSControl
Media Store Database User Password = %%ENCRYPTED("814D1181E83CA550454D0AE6BD6D5F7B29D7")
Debug Media Store Database Stored Procedure = 0
Sync Local Time To PBX Time = 1
Log Event Queue Size = 1000
Switch Friendly Name = Switch1
Perform Named Licensing Challenge = 1
Secondary Link Name =
Secondary User Name =
Secondary User Password = %%ENCRYPTED("814D1181E83CA550454D")

[Other AIDServer 1]
Interaction Data Server ID = 1
Interaction Data Server Name = IDS
Interaction Data Server IP =
Interaction Data Server Port = 29090
Switch IDs =

[AS Contact Database]
Connection String = %%ENCRYPTED("814D1181E83CA550454D0DC48C590C4D3492A3CE530B9D14081FEB24DF723CDDDC58D8C04E8EAF8FCF82064935536D10411923881F657451AB3C08CE1AEAAA218E570BD0EC3DA766981B71A71388194614FBE08DB2D4417535F23E56D119")
Group Name =
Extension Field Name = Business2
Use AS Contact Database = 1
Ignore Contacts With No Switch ID = 0
Switch Assignment For Contacts With No Switch ID = 1

[General]
Server Instance ID = 1c3dd984-9d2a-47a0-a5bd-d65a89541f2d

[Application Management Service]
Update Interval Seconds = 30
Multicast IP = 239.29.9.67
Multicast Port = 29075
Application Management Director URL List =
Enable Error Logging = 0
Server Instance Friendly Name = IDSVoicePresence@test29
Management Object URL =
Enable Multicast = 1

ASIDSView.ini

[Service Plug In Host]
Service Display Name = AS Interaction Data Server - View
Service Command Line = /f C:\Program Files\Avaya\Contact Center Express\Server\Interaction Data Server - View\ASIDSView.ini
Service Description = IDS View is a service for extracting the aggregated realtime and historical data from the IDS suite.
Service Startup State = 2

[Error Logging]
Error Log Level = 1
Error Log File Path = C:\Program Files\Avaya\Contact Center Express\Server\Interaction Data Server - View\
Error Log File Extension = ASView.log
Maximum Error Log File Size KB = 1000

[Server Identifier]
Server Instance ID = ef466b39-5337-4371-8ef1-19cf7a8c31b8
Server Instance Type = CBB1877A-9762-44d0-8050-0687CC74037B
Server Instance Friendly Name = Agile Software IDS View

[Application Management Service]
Multicast IP = 239.29.9.67
Multicast Port = 29075
Enable Multicast = True
Management Object URL =
Application Management Director URL List =

[Client Connections]
IP Address = 192.168.5.138
IP Port = 0
Enable Multicast = True
Enable Trace = False
Broadcast Interval In Seconds = 30
Multicast IP = 239.29.9.67
Multicast Port = 0
Receive Buffer Length = 20000

[Plug In Assembly List]
IDS View Engine = IDS View Engine

[IDS View Engine]
Plugin ID = 1cd3a77c-2ccb-4113-a66a-d61d39f4785b
Assembly File Name = ASIDSViewPlugin.dll
Enable Error Logging = True
Enable Trace = False
Multicast IP = 239.29.9.67
Multicast Port = 29084
IDS Voice and Presence IP = cce
IDS Voice and Presence Port = 29090
IDS MMAE URL = gtcp://cce:29077/InteractionDataServiceMultimedia.rem
IDS MMAE Channel Type = gtcp
IDS MMAE IP = cce
IDS MMAE Port = 29077
IDS MMAE Remote Factory URI = InteractionDataServiceMultimedia.rem
Database Connection String = %%ENCRYPTED("814D1181E83CAA50424419C08A4B456D2FC782C85543A3121F07A705DE6727DBD357DDC742D496DCE99152611D014B7E4D1923881F65675DB33C0DDC0CEBFD07B80E77C0EC179C619C0A35A70A8703410AF5FEC9CCF676510CEE3C19A0711483EFE9BECBE09EC806368642E345A8345FB82C9B170077B7458234EC51AF5CEF931BFD")
Database Server Name = cce\sqlexpress
Database Name = ASMSControl
Database User Name = ASMSControl
Database User Password = %%ENCRYPTED("814D1181E83CAA5042440AE6BD6D5F7B29D7")
Polling IDS Voice and Presence Interval Seconds = 10
Optional Response Buffer Length = 5000
Compulsory Response Buffer Length = 5000
Maximum History Entry = 100

[License Director]
Connect License Director = False
Enable Debug Trace = False
Primary License Director IP =
Primary License Director Port = 29095
Secondary License Director IP =
Secondary License Director Port = 29095

Menu info in Client desktop application

gururaj — Mon, 08 Mar 2010 05:46:03 GMT

Hi

Hi i have successfully deployed the server and client application according to the LAB 4 document. And also tested all features including mail, MSN, webchat, PCM.

I a have some doubts.

1. I started the CCE desktop application. (client machine)
2. Click on FILE menu present at top menu. (Top left corner of desktop application. besides tools)

3. Then i clicked "add work item"
4 It shows 5 sub menus.
Email@CCE - Outbound Email
PCM@CCE - Outbound PCM
WebChat@CCE - WebChat
MSN@CCE - MSN messenger
VoiceMediaStore@CCE - --

(Note: All email, MSN, webchat and PCM are working fine. i have tested successfully.)

IF i click on Outbound email i am able to send outbound email. its working fine.

Q. 1 If i clicked on PCM it generate an preview contact where there is no info regarding user. then whats the use of it ??? It also shows key value pair to enter. what to enter on this no idea. help me out.

Q 2. When i clicked on webChat its not showing anything. ( Client may ask whats the use of it? why it is present at here) is it for outbound voice chat. But as far as i know outbound web chat or MSN is not possible. help me out.

Q 3. same as Question 2 but here instead of webChat i am asking regarding MSN.

Q 4 . When i clicked on voice media store it is not showing anything. why also it is present at menu. whats the use of it ?

Q 5. can i disable any of the item that is showing at the FIle menu ?????

Q 4. since it is there in the file menu then client definitely raise Question regarding it. so please help me out by answering all my Question.

Thanks
Gururaj

changing the desktop language

gururaj — Wed, 03 Mar 2010 20:54:41 GMT

Hi,

I am trying to change the desktop language to french. I have choosen the french language in CCE Desktop->Tools->Options->Language or from configuration manager.
But the plug-in names like [b]Template, Workitem notes, session notes, presence, History[/b] etc are still in English language only.

Is there any way to do this?? or do i need to edit the corresponding custom language file, for ex:[b] "ASResource.custom_fr.resx"[/b] to get the names of the plug-ins in the required manner.

please help me out in this as soon as possible.

Thanks in Advance,
Gururaj.

clear mm queue

AlexeyS — Thu, 25 Feb 2010 02:57:14 GMT

How can i clean MM queue? i delete all contacts from preview interactions, restart media director, media store, but still have old preview contacts in queue

CCE 4.0 issue with agents with restricted access

Cyril — Wed, 03 Mar 2010 21:14:59 GMT

Hi,

1°) When we install and run the CCE Desktop with a user who is administrator of the PC, it works fine.

2°) But when we try to run the CCE Desktop with a login of an agent who have limited access, we have some troubles...

On the CCE Desktop appears 2 Sessions Notes tabs, 2 Work Item Notes tabs and 2 directory tabs. For all, one is running and the other not.

3°) If we run the CCE Desktop with a third user who have administrator rights, it works fine too like the first test.

It seems that the user who is running the CCE Desktop needs to access to the My Documents folder of the user who installed the CCE Desktop...

Anybody knows how to solve this issue?

Cyril.

CCE 4.1 Reporting

srthomas — Fri, 26 Feb 2010 05:44:23 GMT

Hi,

Can anyone give me a reason why I don't have an option to Deploy Reporting files from within the Control Panel. Reporting Services was added after the CCE software - would that have had an affect? There's only one option in the right click context menu, instead of a few options that are shown in screen shots in the manual. I'm running CCE 4.1

Thanks,

WallBoard problem after upgrade from 4.01 to 4.1

Pedro Ferreira — Thu, 25 Feb 2010 23:33:51 GMT

Hello

I upgraded the CCE from version 4.01 to 4.1, it's all working with an exception:

After a reboot on the CCE server, the Wallboard on some agents does not work, the counters are all zero.

If I go to an agent that Wallboard works well and restart the CCE desktop, the Wallboard of this agent, stops working.

It seems a license problem but does not make sense, since the IDS does not require licenses.

I can't see any errors on the IDS view error log's.

The Wallboard, before the upgrade, was working well on all agents.

If anybody knows about this problem, or if somebody could give me any suggestions, I will appreciate.

Thanks

Pedro Ferreira

CCE 4.1 upgrade from 4.0.1

Borisv — Mon, 22 Feb 2010 04:57:34 GMT

Hello

I have CCE 4.0.1 and want upgrade it to the latest version 4.1.

from the Overview:

4 It can also be installed as a service pack update to an existing CCE 4.0 or 4.0.1 installation.

when and where will be available this Service pack?

Thanks

Voice Media Store configuration

Borisv — Tue, 09 Feb 2010 01:41:26 GMT

When i configuring Voice Media Store (trough Control panel) and under this section XML Server i need put Station list and VDN group list. I put the same devices which monitored by IDS .

But when i click on "voice station" field i get extansion status "failed"-all station shows "failed" monitor.

The same issue is on VDN Group-"failed" on all all VDN devices.

my question is how i can fix this issue.

CCE 4.0.1

Thanks

question about CM configuration for Media director queues

Borisv — Mon, 08 Feb 2010 22:07:00 GMT

Hello

My question is about CM configuration for Media director queues.

All queues must be different VDN's and different skills?

Can i use the same skill number for all MD queues (for voice,mail,preview contact...programms)?

Thanks

Boris

Web Chat queue configuration problem

Borisv — Thu, 11 Feb 2010 04:28:50 GMT

Hello

when i configuring Web Chat queue " Sales" (trough control panel) he dont show "connected" (in remote servise status)

i did some times stop/start to Web chat gateway but it didn't help-Sales never show "connected".

In Remote service ID field i use the default value "Sales" and in Remote service password field i use CCEUser0-this is matches the one entered during the Web chat for IIS installation.

What need to be done to fix this issue?

Thanks

Presence Group Disappearing

CMIC_Bob — Thu, 18 Feb 2010 01:43:55 GMT

Each of the last 2 days one of my Presence Groups has disappeared. It was the same When I look in the Directory that Group is longer there. Wwe have tabs/groups for each of our departments. One of them is missing. My assumption is that one of my users is deleting it from the Directory. Two questions.

1. Is there a log that I can look at to tell if it is being deleted and if so who is doing it?

2. Is there a way to restrict what changes users can make in the Directory so they can only view it and not make changes?

Is DMCC Java SDK 5.2 compatible for AES 4.2.x?

ganeshsrvnn — Wed, 17 Feb 2010 23:10:51 GMT

Hi All,

From Avaya compatibility information as quoted below, I understand that DMCC apps built with Avaya DMCC java SDK 4.2.x supports AES services 5.2.x

[b][font=Courier New]Compatibility with AE Services Release 4.2 Applications
All DMCC, Web Services, JTAPI and TSAPI applications created with the AE Services Release 4.2.x SDKs and client libraries will work seamlessly on AE Services Release 5.2 without the need to recompile code and without the need to replace any third-party library components.

Note: AE Services 4.2 DMCC applications must specify the 4.2 or earlier protocol version. If a protocol version is not specified, the server will default to 5.2 and the application may receive unexpected XML messages with added elements and/or receive new XML messages.[/font][/b]

Will DMCC apps built with 5.2.x java SDK support or compatible with AES 4.2.x server?

CCE Agent in aux-mode or acw-mode, automatically put in auto-in, when doing a manual outbound call

nootho — Fri, 05 Feb 2010 01:55:14 GMT

I have a scenario (possibly an issue)

When an agent, that have put himself into aux-mode, or acw-mode, are doing an manual outbound call, or receiving a direct-station call, the agent are automatically put into auto-in status. Is that correct behavior, or a flaw?
If flaw, can someone please explain to me how to fix?

Ole-Bjorn Aaltvedt

XML Server naming service

AlexeyS — Sat, 30 Jan 2010 01:19:05 GMT

Hi, All

Is it possible that naming service will return ip address of XML machine rather than machine name?

thanks

CCE Control Panel v4 losing data from ini file

srthomas — Fri, 22 Jan 2010 22:50:54 GMT

Hi,

My customer has a CCE install on on the same box. On occasions CCE Control panel starts and shows nothing except File, Tools and Help.

When I look in the log file it states:

[quote]Fri Jan 22 10:33:07.317],Startup,2076,AS GUI Host (4.0.0.9) started (Command Line: ).
[Fri Jan 22 10:33:07.348],Startup,2076,ASCultureControl.InitLogging: Starting ASCultureControl
[Fri Jan 22 10:33:09.673],Major,2076,Cannot find the section 'Plug In Assembly List' in the configuration data
[Fri Jan 22 10:33:09.673],Status,2076,frmContainer.tmrStartPIM_Tick: Plugins loading result:
[Fri Jan 22 10:33:47.35],Status,2076,AS GUI Host (4.0.0.9) Closed.
[Fri Jan 22 10:33:58.220],Startup,3660,AS GUI Host (4.0.0.9) started (Command Line: ).
[Fri Jan 22 10:33:58.251],Startup,3660,ASCultureControl.InitLogging: Starting ASCultureControl
[Fri Jan 22 10:34:00.591],Major,3660,Cannot find the section 'Plug In Assembly List' in the configuration data
[Fri Jan 22 10:34:00.591],Status,3660,frmContainer.tmrStartPIM_Tick: Plugins loading result:
[Fri Jan 22 10:46:33.405],Startup,5932,AS GUI Host (4.0.0.9) started (Command Line: ).
[Fri Jan 22 10:46:33.436],Startup,5932,ASCultureControl.InitLogging: Starting ASCultureControl
[Fri Jan 22 10:46:35.776],Major,5932,Cannot find the section 'Plug In Assembly List' in the configuration data
[Fri Jan 22 10:46:35.776],Status,5932,frmContainer.tmrStartPIM_Tick: Plugins loading result:[/quote]

I then reset the ini file and reopen - it works for a few times then loses it's settings again. Any idea what's happening??

Thanks,

Steve

Preview Contact program interactions

Pedro Ferreira — Thu, 07 Jan 2010 04:16:16 GMT

I'd like to have access to the interactions on the program's in the Preview Contact. Now, I can only see the interactions on the contact center express control panel.

AES 5.2 Supported?

andreasp — Thu, 21 Jan 2010 21:24:07 GMT

I have a customer who just ordered a Avaya system and its bundled with AES 5.2.

Does anyone know Is AES Server version 5.2 and then wich AES client is supported for CCE 4.0.1?

Regards

Andreas Pettersson

Agent Status Realtime report - Split Skill column empty

DickMatthews — Wed, 20 Jan 2010 03:28:23 GMT

In the Agent Status Realtime report, the Split Skill column is always empty. In the documentation, the screenshot also shows it as empty.

- Is this a bug or is there a reason for it ?

- Is the field ever populated eg on a non-EAS ACD ?

Contact Center Express Desktop

Pedro Ferreira — Thu, 07 Jan 2010 04:29:35 GMT

Sometimes, when the agent open the Contact Center Express Desktop, the work items (History,directory,session notes, work item notes) all became Dockable, before, they were Auto-Hide.

CCE 4.0.1 IDS wrong statistics

Borisv — Wed, 06 Jan 2010 01:32:37 GMT

Hello

i have a CCE4.0.1 new installation (AES4.2,CM 4.0.4) With trial license to show to our customers all benefits of this product.I have complete all configuration steps by install.guide include a SQL Express and running all relevant database AS Main scripts.

i still have a problem with IDS witch dont collect data by AIDServer.ini :

Settings]
Interaction Data Server ID = 1
Interaction Data Server Name = IDS
Interaction Data Server Port = 29090
Statistical Data Cache Interval Seconds = 1

[Switch1]
Switch ID = 1
Primary Link Name = AVAYA#CLAN04B02#CSTA#GLOBCALLAES
Primary User Name = agent
Primary User Password = %%ENCRYPTED("814D1181E730AE57404228C29D5658")
Database Server Name = 82.166.58.180
Database Name = ActiveInteractionData
Database User Name = ActiveInteractionData
Database User Password = %%ENCRYPTED("814D1181E730AE5740420AE6BD6D5F7B29D7")
Log Event = 1
Log Interaction Summary = 1
Log Statistics Data = 1
Log User Data = 1
Service Level Time Seconds = 15
VDN = 7775444
ACD Split = 50
Station = 2589,2500-2588,2599
Trunk Group = 66,135
Shift Start Times = 0:00,8:00,17:00
Statistics Interval Minutes = 60
Polling Trunk Group Interval Seconds = 0
Automatically Add Devices = 1
Media Store Database Server Name = 82.166.58.180
Media Store Database Name = ASMSControl
Media Store Database User Name = ASMSControl
Media Store Database User Password = %%ENCRYPTED("814D1181E730AE5740420AE6BD6D5F7B29D7")
Debug Media Store Database Stored Procedure = 0
Sync Local Time To PBX Time = 1
Log Event Queue Size = 1000
Switch Friendly Name = Switch1
Perform Named Licensing Challenge = 1
Secondary Link Name =
Secondary User Name =
Secondary User Password = %%ENCRYPTED("814D1181E730AE574042")

in the log file i see the next messages:

AddNewDeviceVDN - Adding VDN 7775444 with switch name . Service level is 15

[Tue Jan 05 11:26:27.156],Minor,4560,CStatThread::AddNewDeviceVDN - Device 7775444 () is not a VDN type on the switch. Device will not be added.

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::StartStatistics - VDN device 7775444 has been removed from the list as it does not appear to be a VDN.

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::StartStatistics - Completed monitor for configured VDNs. Number of devices monitored = 0, number of devices that failed validation = 1

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::AddNewDeviceACDSplit - Adding ACD Split 50 with switch name . Service level is 15.

[Tue Jan 05 11:26:27.156],Minor,4560,CStatThread::AddNewDeviceACDSplit - Device 50 () is not an ACD Split on the switch. Device will not be added.

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::StartStatistics - Split/Skill device 50 has been removed from the list as it does not appear to be a split/skill.

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::StartStatistics - Completed monitor for configured ACD Splits. Number of devices monitored = 0, number of devices that failed validation = 1

[Tue Jan 05 11:26:27.156],Info,4560,CStatThread::StartStatistics - Monitoring devices of Switch#1 successfully in the thread 0x11D0

7775444 is yet VDN and hunt group 50 is yet ACD split.

Why IDS dont collect this devices?

Thanks for any your ideas.

p.s.two weeks ago i installed CCE 3.0.2 With the same devices and didn't have any problem with IDS and no problem with Wallboard info (except Agent state)

Missing data on phantom Calls

Pedro Ferreira — Thu, 07 Jan 2010 04:22:29 GMT

Agents, said that sometimes the preview contact tab appears without data (Contact Details and customer name). The agent suspend that work item, after a time, that the work item appears with all data.

Configuration Server Manager "Not yet registered"

Heath — Thu, 15 Oct 2009 07:56:35 GMT

I have a new install of CCE 4.0.1. I have installed and have run all server components successfully, with the exception of Configuration Server Manager. When I open up the Configuration Server Manager, I am not able to start or stop the service. The Current Server State shows as "Not yet registered" (screen shot below).

Here is the xxxACS.log file:

Active Configuration Server - Version 4.0.0.8 14th January 2009

/**********************************************************************************************************************************************************************************/

[Wed Oct 14 10:56:46.347],Info,5928,Client ID : 0. Err Code : 29091. Err Text : ACS Parameters Registry Location: SOFTWARE\AVAYA\Active Enterprise\Active Configuration Server\

[Wed Oct 14 10:56:46.347],Info,5928,Client ID : 0. Err Code : 114. Err Text : Failed to create a listening socket on 0.0.0.0:29091

[Wed Oct 14 10:56:46.347],Info,5928,Client ID : 0. Err Code : 23093. Err Text : ACS is not started up properly. It won't be able to handle client requests.

I am able to run the Configuration Server Manager from Services, so this is not a production issue, but I would like to know what causes this, and how it can be resolved. Thanks.

Heath

CCE Email Create New Work Item

alana — Thu, 31 Dec 2009 09:17:29 GMT

When an agent creates a new email work item in CCE Desktop and completes the work item, the completed email work item is never shown in the agent history. We investigated further and found that the email work item that the agent created, did not have the Agent ID. Hence, the work item is never shown in the agent history. Do you know if this is a reported issue?

Thanks,

Alan

Disable DMCC Plugin

CMIC_Bob — Fri, 01 Jan 2010 09:15:23 GMT

Pretty new to CCE here. We had a vendor install and configure CCE 4.0.1 in June and it is looking like they never configured the DMCC plug-in. I have a case open with Avaya on an issue with presence not updating and they asked that I disable the DMCC plug because it was putting error's in the desktop log. They asked that I comment out the ASDMCCPlugin line in the ASGUIHost.ini (;ASDMCCPlugin = ASDMCCPlugin) but it still seems like it is trying to load that plug-in. I see the following in the logs

[Thu Dec 31 13:56:11.84],Startup,3112,ASDMCCPlugin.Plugin.StartPlugin: starting.
[Thu Dec 31 13:56:11.100],Fatal,3112,ASDMCCPlugin.Plugin.GetPluginInstance: failed to obtain plugin of type 'AgileSoftware.GUIHost.IWallboard'.

Is there something that needs done in the "Configuration Server" setup for each user? I don't want to pursue the DMCC plug-in issue anymore with Avaya support because they are saying this is a customization request and that I need to get "Professional Services" involved. Really want to avoid that just to disable a plugin.

Error when installing Web Chat for IIS on Server 2008

david — Fri, 04 Dec 2009 07:51:44 GMT

I get the following error during the install process and it never installs.

Error: -1603 Fatel error during installation.

Consult Windows Installer help (Msi.chm) or MSDN for more information.

I have pleaty of disk space available 27.3 Gig. Any ideas?

CCE Dev

TelmoContreiras — Wed, 02 Dec 2009 23:33:21 GMT

I'm working with a Preview Contact in VS2005. I have my worker attach a tabbed window when a Preview Contact comes:

CCEDesktopTabUserControl.AddTabPageToDocumentWindow(arg.DocumentWindowKey);

Now, what I'd like was to get information about the call itself: is it stored somewhere that there was a call made to that contact and what happened during the call? I mean, did the operator make the call; was it answered; how long did it last...

Thanks,
Telmo Contreiras
Proside, Portugal

CCE desktop Work code is not enabled

rahulmishra — Wed, 02 Dec 2009 05:08:56 GMT

Dear Team,

In CCE Desktop Work code, close work item, suspend the work item, tabs are not highting to use this feature.

Please help me understanding procedure to enable this option.

CCE Dev

TelmoContreiras — Wed, 02 Dec 2009 23:20:46 GMT

As to the call itself: is it stored somewhere that there was a call to that preview contact and what happened during the call? I mean, did the operator make the call; was it answered; how long did it last...

Changes to Contact Center Express support.

Agile_Simon — Wed, 02 Dec 2009 09:14:23 GMT

Dear Customer, Dear Avaya Business Partner,

You have contacted Agile Software Contact Center Express support.
In May 2009 Avaya acquired Agile Software NZ Limited, the developer of the Avaya Contact Center Express solution.

Due to this transition, we will no longer be handling emails in regard to this product.

If this request is to Create, Update or check Status of open tickets please visit the Avaya support web site and use the Online Service Manager on the right side. Or, you can call your local Avaya support number which can also be found on the support website on the right side under Support Contact Options. [url=http://support.avaya.com/selfservice/microsites/microsite.do]http://support.avaya.com/selfservice/microsites/microsite.do[/url]

If you are a Business Partner and your question is about Features, Functionality, Benefits, or requirements for Contact Center Express please contact the ATAC at +1 720-444-7700 or +1 888-297-4700 (NAR), +31 70 414 8099 (EMEA), or +65 6872 2693 (APAC) and when prompted say Contact Center or E-Mail atac@avaya.com with the Subject Line – “Contact Center Express”.

For implementation support Avaya Professional Services can offer you assistance in implementing CCE.
To engage Avaya Professional Services follow the steps below for a quote:
For distributors and APS volume commits requests: log into the Enterprise portal; select: Support > Installation & Registration > Operations Resource System (ORS) > Access the ORS System or [url=https://bpcc.avaya.com]https://bpcc.avaya.com[/url] directly.
For all other indirect requests work through your distributor

For CCE training related questions please visit [url=https://www.avaya-learning.com/]https://www.avaya-learning.com/[/url]

For all other product related questions, please contact Contact Center Express product management:
Jochen Laun (Focus NAR and CALA) +49 711 13586 – 72 E-Mail [email]laun@avaya.com[/email]
Volker Bengert (Focus EMEA and APAC) +49 711 13586 – 52 E-Mail [email]bengert@avaya.com[/email]

We will be happy to help you under all listed contacts.

Please note that the knowledge base at [url]http://support.avayacce.com[/url] is also still open to find CCE related solutions.

Thank you
Avaya Inc.

CCE Development

TelmoContreiras — Tue, 24 Nov 2009 03:52:12 GMT

Hi,

I'm developing a plugin to CCE, using your plug-in wizard for VS 2005.

I've attached a tabbed window to the preview contacts and now I'd like to be able to prevent the users from closing or suspending the preview contact unless they've set a status to the call.

What I mean when I say status is this:

Or the button to the right (suspend).

Thank you so much,

Telmo Contreiras

Proside, Portugal

32Bit Terminal Server

CarelGB — Wed, 25 Nov 2009 15:11:21 GMT

Hi,

Our customer runs a 32 bit Terminal server with 9 sessions. CCE 4.01 Desktop - ASGUIHost consumes up to 1.15GB per session. Any way to control this?

Polling Agent States

andreasp — Mon, 16 Nov 2009 21:41:00 GMT

We have installed CCE 4.0.1 (no upgrade) and we have some problem with the Agent States.
The Desktop plugins doesn't reflect the actual agent states correctly. The IDS-Voice & Precense are monitoring all VDN's, Split/Skill extensions and all agent stations are monitored.

All Log events are enabled:[quote]Log Event = 1
Log Interaction Summary = 1
Log Statistics Data = 1
Log User Data = 1
Trunk Group = 1
Shift Start Times = 0:00,7:00,18:00
Statistics Interval Minutes = 60
Polling Trunk Group Interval Seconds = 60
[/quote]

When i look in the .ini sample there are more options available, are those left out for a reason or can i add them ti my config .ini file without problem?

Missing options:
[quote]; Query Agent Interval: Time in seconds of quering agent state interval, if <=0, this feature will be turned off
; Query Trunk Group Interval: Time in seconds of quering trunk group state interval, if <=0, this feature will be turned off
; Force Agent Polling: Force agent state pooling even the agent event is enabled. 1=On, 0=Off
; Enable Agent Events: Enable agent events or not. 1=Enable, 0=Disable. The default value is enable[/quote]

Best regards
Andreas Pettersson

CCE 4.0 error Could not open a connection to SQL Server

rahulmishra — Tue, 24 Nov 2009 02:55:46 GMT

Hello,

While trying to add a new program on CCE control panel the system gives us error

An error has occurred while establishing a connection to the server. When connecting to SQL Server 2005, this failure may be caused by the fact that under the default settings SQL Server does not allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)
at System.Data.SqlClient.SqlInternalConnection.OnError(SqlException exception, Boolean breakConnection)

We have checked surface area configuration and could find that remote connection is enabled.

Also we have verified port number using cliconfg.exe utility on server. As per settings the port used by server is 1147.

The only difference we have with typical installation is that we are using some other location on system and not C:/ drive.

Please suggest !!!