Nortel Networks P0919439 manual Troubleshooting Nortel Networks Call Center Reporting

22Installing Nortel Networks Call Center Reporting

Troubleshooting Nortel Networks Call Center Reporting

If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networks Call Center Reporting will restart with no knowledge of any Agents who are still Logged In to the Call Center, nor will it have any knowledge of any Calls which are already in progress.

The system will log Agents back in automatically if they are available to answer calls. If they are not available to answer calls they will be logged back in automatically when they become available to answer calls.

Calls that were in progress when Nortel Networks Call Center Reporting was re-started will not be recorded in the statistics. All new calls which arrive into the system once Nortel Networks Call Center Reporting has been re-started will be recorded in the statistics.

The same situation will occur if the Call Center is closed down and restarted, and Agents Log In to the Call Center before the Master Client software has been restarted.

The following procedures explain how to recover from data loss between the Call Center and the Master Client PC. For each situation, perform the steps in order.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Master Client

When starting the system for the first time, or intentionally restarting the system after a controlled power down:

1.Start the Call Center platform.

2.Start the Nortel Networks Call Center Reporting Master Client.

Note: If agents are allowed to log in before step 2 is completed, their activities before the Nortel Networks Call Center Reporting has re-started will not be recorded.

To recover from an unintentional close-down of the RDB Server:

1.Shut down Nortel Networks Call Center Reporting Master Client.

2.Ensure that the Call Center is still running.

3.Restart Nortel Networks Call Center Reporting Master Client.

4.Agents who are not currently logged into the system may now log in.

Note: If agents are allowed to log in before step 3 is completed, or if there are agents who were logged into the Call Center before the RDB Server was closed down, their activities before the Nortel Networks Call Center Reporting has re-started will not be recorded.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Multiple Client

If you have Logged In to Nortel Networks Call Center Reporting on a Multiple Client PC and the Call Center platform has been restarted, you will have to Log Out and Exit from the Nortel

Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07