Data Collection Troubleshooting Checklist

Data Collection Troubleshooting Checklist for CCM 7.x

When a system is not collecting data, please ensure the following questions are asked and answered before consulting second level or development for further help:

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.

Restart enterprise and collector services

Check whether data flowing in network monitor.

Check raw ACD/SMDR txt files and ensure it is not a display/refresh issue with the network monitor.

Ensure the system is properly licensed (e.g. if you have several PBXs, ensure that a Network License is present)

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.)

• If there is more than one object with the correct, rename all but one.

In 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.

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).

Check YSE > Media Servers; open the properties of Media Server being investigated.

• In the General tab, ensure that the correct server object is selected (see above).
• Go to the Data Collection tab, and ensure that TCP is highlighted in orange on the left side of the lower pane.

Check buffereddatadirectory (in prairieFyre software inc\ccm\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.