Avaya 38HBK00001SCM manual Trouble Shooting, INDeX CCM Installation, INDeX CCM Client applications

Install INDeX CCM Applications Trouble Shooting

Trouble Shooting

This section details how to correct many common problems, however as a last resort read the appropriate manual.

INDeX CCM Installation

1.Whenever anything is loaded from the I386 directory on a Windows NT4 installation CD, re-installation of NT4 Service Pack 6a is NECESSARY.

2.On the Server PC, ensure that the guest account is enabled. Also ensure that the C drive is shared with the names ‘C’ and ‘SDXSHARE’.

3.If, for whatever reason, the Server PC has to be renamed from the default name (ArchiverSQL), be aware that Microsoft SQL cannot be guaranteed to operate correctly if a name that includes spaces is used. Also be sure to rename the server fields in the ODBC system DSN’s for SDXArchiver as well as SDXRepository.

4.Only pilot numbers are regarded to be DDI numbers. When reporting on DDI numbers any DDI number that is not a pilot number cannot be reported on.

INDeX CCM Client applications

1.It is possible that a Client application will NOT automatically find the INDeX Access Manager/INDeX Delta Server, if the Client application and INDeX Access Manager/INDeX Delta Server are on PCs on different networks. When this happens, click the ‘Advanced’ button (from Find Server screen) and select the option to enable the name of the PC running the INDeX Access Manager/INDeX Delta Server to be typed in.

2.When using Microsoft Windows 98, for Client applications mapping a drive to the C drive on the Server PC will speed up Server discovery.

3.When using a Global/Seltek Voice Manager for queuing which uses the traditional pickup method, the number of calls presented along with the answer time statistics for an agent/agent group may not be as expected.

INDeX Taskbar

1.After creating new Users on the INDeX Taskbar, the INDeX Taskbar on the Server needs to be restarted. If an INDeX Wallboard Server is running on the Server this will also need to be restarted.

INDeX Report Manager

1.If the IPX/SPX protocol is being used to connect the INDeX Report Client to a server and the INDeX Report Client takes longer than a minute to start then try changing the frame type.

2.To be sure that the INDeX Archiver is passing information into the database it is a good idea to keep the status window displayed.

3.From the Document Agent Server Options screen, you MUST set the Performance [Number of tasks allowed to run concurrently], attribute to 1. This allows the overlapped scheduled reports, to run correctly.

INDeX Wallboard Server/Client

1On the INDeX Wallboard Server/Client, scheduled messages can only be removed from the schedule by a User with a higher access level than the User that scheduled the message or by the user that scheduled the message. It therefore follows that if a user with Administrator access rights has scheduled a message then only that User can remove that message from the schedule.

INDeX Contact Centre Modules	Page 70
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)