How to troubleshoot real-time inaccuracies
One of the most common causes of real time issues is that the PBX and Yoursite Configuration do not match. In version
5.3 we have introduced Mixml synchronization and validation. During synchronization and validation, the following
devices are added to the YourSite database: queues, agents, (including their skill levels within each agent group), agent
groups, trunks, and extensions. If you have not run this tool and you are on version 5.3 GA or higher please see below on
the steps to perform the synchronization and validation. By doing the steps below this will alleviate the chances for
human error. If you are running a version that is older than 5.3 please see section 2.
MiXML Synchronization and Validation
Before you perform 3300 ICP Synchronization and Validation
• Ensure the 3300 ICP is a V7.1 UR1/UR2/UR3 or a V8.0 UR1/UR2/UR3
• Ensure that you have completed programming the 3300 ICP and created a username and password for synchronization
(on the 3300 ICP User Authorization Profile form). The 3300 ICP User Authorization Profile(please see image1) must
include Application Access (please see image 2). This step must be completed for all 3300 ICPs in your Enterprise .
Image 1
Image 2
Ensure your MiXML service is started by clicking Start=>Control Panel=>MiXML.(Please see image 3) Verify that port
18000 is entered on the Settings tab and click Start. (please see image 4) Please note that is the Stop and Start button in
the bottom says stop as in the image below, the service is already started.
Image3
Image 4
• Ensure that your Windows or Corporate firewall is not blocking the following ports
• SOAP: 18000 (HTTPS)
• UDP: 53
• TCP: 7011
• TCP: 22
• TCP: 443 (SSH)
Configure the user name and password for each of the 3300 ICP media servers in YourSite Enterprise. (please see image
5)
To perform 3300 ICP Synchronization and Validation on a single 3300 ICP
1. In YourSite Enterprise, Select a 3300 ICP media server from the list.
3. Click the Synchronization tab.
4. Next to Synchronize this media server only, click Execute now.
Section 2
This section assumes that you are running a version older than 5.3 and will walk through the necessary steps to
investigate real time discrepancies.
1)
What is not lining up in real time? Are they suppose too?
Often, because there is an abundance of information with the Contact Center Client real time views, there is a
misunderstanding in the interpretation of how the data that you are viewing is being calculated. For complete
definitions and explanations please refer to the customer Interactions Solutions User Guide that can be found in
the Documentation section of the Contact Center Management website.
2)
Are agent licensed to be tracked in real time?
If agent are NOT licensed to be tracked in real time and reporting you will not see them in any view that you
select within the Contact Center Client. The below steps also assume that you have administrative rights to the
application. If you do not, please contact your prairieFyre administrator. To verify that the employee is tracked
in real in reporting please see the steps below:
a) Open the Contact Center Management website.
b) Once logged in, select Yoursite -> Configuration. Note this will bring you to the employee
configuration page
c) Once at the employee configuration page, locate the employee that you to verify, and select Edit.
(please see image 6)
Image 6
d)
Once you have selected edit you will then be directed to the properties page of this employee. This is
were you are going to want to verify that “This employee will be tracked in real time and reporting” is
selected. (please see image 7 below) If this is not selected, please do so, and click Save in the
bottom right hand corner.
Image 7
e)
Once you have saved the settings for this employee, please reload your Contac Center Client to
ensure that the employee in question is now visible.
3)
Have all the proper associations been made to match the PBX database?
It is important to keep in mind that Yoursite database has to match 100% to the PBX database to have the most
accurate historical and real time reporting. If you are using version 5.3 GA and above please section one on
the synchronization and validation tool. If you are running a version older than 5.3 GA, you will have to be very
careful of the changes that you make to the system. If had to make changes and set the employee to be tracked
in real-time and reporting,
4)
Why does my queue now monitor show “?” in the calls waiting column?
This is caused by path real time events not being enabled in the 3300. To verify the settings below, please
keep in mind that you will need administrative privileges to login to the switch. Once logged into the switch,
navigate to the Path Assignment Form, select the path in question and select Change Member. Please see
image 8.
Image 8
Once you have selected change member you will be presented with another properties window that will allow
you to verify “Path real time event Enabled” is selected. If this is not selected please enable it and click save.
Your queue now monitor will now show you the calls waiting column with a real value or than a “?”
5)
Why do I not see Offered, Handled and Abandoned call counts in my Queue Now Monitor?
The main cause of this is that the reporting number in yoursite configuration does not match what has been
programmed in the switch. To verify this you could run an smdr inspector and see how the raw data is coming
in. Please refer to the customer interaction solutions user guide on how to use the SMDR inspector.
Note:
Other tools that may be helpful in solving or Investigation real time events.
o
ACD inspector: If you are investigating why agents states are not lining up, please refer to the ACD inspector.
For details instructions on how to us the ACD inspector please refer to the customer interaction solution user
guide found in the help section of the software.
o
Super Auditor: This provides the functionality to see what has happened from the previous day. Please keep in
mind that you can only use this for the previous day. Again, please refer to the customer interaction solution
user guide for detailed instructions on how to use the Super Auditor.