Data Collection Troubleshooting Checklist for MiContact Center Business using MiVoice Business
When a system is not collecting data, please ensure the following questions are asked and answered before logging a ticket.
1. Can we ping the PBX? Telnet to ports 15373 and 1752?
- If we do not see data via telnet, it is a PBX/hardware or network issue; but if we see data in the above tests we should be able to collect it.
2. Check whether data flowing in data link in YourSite Explorer. 3. Check raw ACD/SMDR txt files. 4. Ensure the system is properly licensed (e.g. if you have several PBXs, ensure that a Network License is present) 6. YSE > Servers, select the good server object, and look at its properties. There is a field named “Domain”. It must have the IP of the CCM server specified (if the server has dual NICs, it must be the IP of the NIC on the voice network.) If this is wrong, fix it (it’s a drop-down, so just select the right IP), and save changes in YSE. 7. Go to the registry, and in HKEY_LOCAL_MACHINE > Software > wowo6432node> prairieFyre software inc > CCM > Common, ensure that the ComputerName and EnterpriseIPAddress values are the same as what we have above (correct hostname, and IP on the data network if you have dual NICs). IMPORTANT: If these values are incorrect, re-run the Configuration Wizard to correct them; we do not recommend manually editing them in the registry). 8. Check YSE > Media Servers; open the properties of Media Server being investigated. 9. Check buffereddatadirectory (in [InstallDir]\bufferdatadirectory) to ensure collector is not filing data there. If it is, then we are looking at an issue where the collector cannot connect to the enterprise.
5. Check YSE > Servers for a server object with the correct name and IP. The name should match what you get when running the HOSTNAME command at the command prompt, and the IP should match the IP address you get from running the IPCONFIG command. (If the server has dual NICs, it must be the IP of the NIC on the voice network.)
10. Restart enterprise and collector services. If restarting these services corrects the issue, please collect a support package.
Data CollectionTroubleshooting Checklist for MiContact Center Business using SIP
When a system is not collecting data, please ensure the following questions are asked and answered before logging a ticket.
1. Can we ping the Media Servers?
2. Can we log into the CTI server?
3. Check if the Data Link in YourSite Explorer shows data.
4. Try the Test Connection button in YourSite Explorer under the Media Server.
5. Check that the Node folder in DataDirectory is filing a TXT file with the raw data.
6. In the [InstallDir]\Logs\ folder look for the RoutingMediaService logfile. It will show Freeswitch logging like the following to indicate that the connection is good:
Attempting to Connect to Freeswitch …
Successfully started endpoint …
Successfully Connected and Authenticated to Freeswitch …
7. The actual Freeswitch logs can be found in [InstallDir]\Services\FreeSwitch\log\freeswitch.log.