How do I troubleshoot Multicast in a CC6 environment?

The following is a primer, refer to the latest documentation at http://www.nortel.com/support for updated troubleshooting steps.


Checking multicast from the CCMS
Nortel Contact Center Manager Server
Installation and Maintenance Guide
Standard version: CS 1000/Preliminary version: CS 2100, SIP, Standby Server
Document # 297-2183-925, Section 23:
Installing and configuring Real-time Statistics Multicast

From <drive>:\Nortel\iccm\bin
Modify the mRcv.ini file as specified in the documentation (it's too verbose to copy & paste)
Run mRcv.exe and view the results.

Configuring Multicast on CCMS

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

Select the RSM IP Address tab

Enter the IP Address you will use to multicast traffic between CCMS and CCMA

Verify Multicast Stream Control settings

From the windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control.

Verify Multicast Address and Port Configuration

From the windows Start menu, choose All Programs > Nortel Contact Center > Manager Server >Multicast Address and Port Configuration.

Configuring Multicast on CCMA
Start > All Programs > Nortel Contact Center > Manager Administration > Configuration

Click Real Time Reporting

Click RTR Registry Settings

Make the IP Receive Address the same as the Multicast Address on the CCMS configuration. (This is what CCMS uses to send and what CCMA uses to receive)

Make the IP Send Address different than the IP Receive Address (this is what clients will use to receive)

Make sure that the dialog button on Transmission Options is set to Multicast or Multicast & Unicast.

Restart Real Time Reporting Service to apply changes

Applying changes to Multicast Settings on CCMS

From D:\Nortel\iccm\bin, run MulticastCtrl.exe.

RTD Multicast Controller window appears.

Click Apply, Click Close.

Restart the SDP_Service using Start > Control Panel > Administrative Tools > Services, select the SDP_Service, right click and choose Restart.

Troubleshooting Multicast from CCMA
Troubleshooting Real-time Statistics Multicast from the Contact Center Manager Administration server

From <drive>:\Program Files\Nortel Networks\WClient\Server

To use ICERTDTrace to test that the Contact Center Manager
Administration server is receiving multicast from the Contact Center Manager Server

Enter the following command to trace data sent from Contact Center
Manager Server to the Contact Center Manager Administration server:
icertdtrace -r IPreceive <IP Multicast receive address> -s <CCMS
server name> -t <statistic type>
Note:
<statistic type> must be one of agent, application, skillset, ivr, nodal, or
route
The multicast address must be specified if the -s or -t options are used.
The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPRcvLog.txt.

Click to expand...

To use ICERTDTrace to test that the Contact Center Manager
Administration server is sending multicast to clients

At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder
C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server
where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Enter the following command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note:
Installation and Maintenance Guide 1885
May 2006 Troubleshooting
<statistic type> must be one of agent, application, skillset, ivr, nodal, or
route
The multicast address must be specified if the -s or -t options are used.
The -s or -t options can be used individually.
result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPSndLog.txt.

Click to expand...

Troubleshooting Multicast from the Client
Nortel Contact Center Manager

Administration
Installation and Maintenance Guide
Standard version: CS 1000/Preliminary version: CS 2100, SIP
Document # 297-2183-926, Section 19
Troubleshooting

install the Multicast Trace Tool

To check if data is being received by the client PC, type the following
command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note:
<statistic type> must be one of agent, application, skillset, ivr, nodal, or
route
The multicast address must be specified if the -s or -t options are used.
The -s or -t options can be used individually.
Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent
Result: If the client PC is receiving statistics from the Contact Center
Manager Administration server, the data appears on the monitor. The data
is displayed by server name and statistic type, making it possible to see a
particular data stream from a particular server.
3 To stop the information from scrolling, press Ctrl+C. You can also view the
log file that captures the information, IPSndLog.txt, in the same directory

Click to expand...

Note: For some reason I do not understand, the "\" character gets converted to a W with a strikethrough. I've tried copying the document to a text editor and then pasting it back in to the text edit box to clear any extended ASCII data that might be leaking in to the text edit box, but it does not appear to resolve the problem. Please read around the error and forgive my lack of understanding of TGML formatting