326 Chapter 11 Data Collection
Troubleshooting data collection issues
If data is not being collected for a particular voice media server (has “timed out”), Network Monitor will display
the SMDR/ACD data collection timeout alarm.
There are several possible reasons why data does not stream. The following solutions address the most
common streaming problems:

SMDR data is not streaming

SMDR data records are generated at the end of calls. If SMDR data is not flowing through the TCP/IP
sockets, then the telephone system is not producing data records, your Class of Service and/or SMDR
Options Assignment forms are not configured correctly, or something is wrong with the TCP/IP sockets.
If SMDR data is not streaming
1. On a client computer or on the Enterprise Server, in Network Monitor, on the Data link window of the
telephone system media server, click Reset SMDR Link to restore the connection.
2. Wait 60 seconds.
3. If you have an ethernet connection, verify it is up and running.
4. If SMDR data is still not flowing, on the Enterprise Server, verify the SMDR Options and Class of
Service Options Assignment forms are configured correctly on the telephone system.
See “Common 3300 IPC and SX-200 programming errors” and “Programming reporting options for
the 3300 ICP/SX-2000” in the Mitel Contact Center Management Installation Guide.
5. If SMDR data is still not flowing, on the Enterprise Server, use a hyperterminal session to verify data
is flowing through the TCP/IP sockets.
6. Restart Collector Service.
7. If SMDR data is still not flowing, call prairieFyre software at 613-599-0045, option 3.

ACD data is not streaming

ACD data records are generated with each agent event and with periodic refresh events produced by the
telephone system. If ACD data is not flowing through the TCP/IP sockets, then the telephone system is not
producing data records or something is wrong with the TCP/IP sockets.
If ACD data is not streaming
1. On a client computer or on the Enterprise Server, in Network Monitor, on the Data link window of the
telephone system media server, click Reset ACD Link to restore the connection.
2. Wait 60 seconds.
3. If you have an ethernet connection, verify it is up and running.
4. If ACD data is still not flowing, on the Enterprise Server, use a hyperterminal session to verify data is
flowing through the TCP/IP sockets.
5. Restart Collector Service.
6. If ACD data is still not flowing, please call prairieFyre software at 613-599-0045, option 3.

Viewing the data collection TCP/IP ports with Hyperterminal

You can use Hyperterminal to verify if data is flowing from the TCP/IP sockets.
To view the TCP/IP sockets with Hyperterminal
1. On the Enterprise Server, stop Collector Service.
2. Click Start=>Programs=>Accessories=>Communications=>HyperTerminal.
3. Create a session (using the TCP/IP address displayed on the Data link window in Network Monitor)
and verify data is flowing through the TCP/IP sockets.