3.6 RCC Synch issues

[reenigneesrever]

We've been having issues with our RCC ever since we first installed it. It was working fine a few weeks and then it had lost some data and wouldn't pull reports we tried uninstalling it and on the reinstall when it synchronizes it will go to about 67% and then the # of calls jumps to 99 and this is where it hangs. No matter how many times I uninstall reinstall this always happens. We had this exact same issue when we first installed it and when we applied the accumulative patch it seemed to work. I need to know of another way to do this since the BCM has all the patches I must be missing something on the RCC. I some of the suggestions I found about ensuring the date is correct on the bcm and adding the bcm to the rcc's host file but nothing has changed. Hoping someone can shed some light on this for me. It seems odd that it always stops at 99 calls is it possible the BCM is flooding the RCC w/too much data?

Thanks

 

[inet2xtreme]

I had a similar problem on a new 400 v3.6 where it wouldn't pull any data at all. Since the database is based on mysql, I doubt that you are flooding the data storage. I solved my issue by loading a specific patch for RCC that Nortel had recommended. We also ended up upgrading the call pilot to a newer version. These two things together solved the issue. All of this took place late last year.

 

[BCMprogrammer]

There have been several RCC and VM patches in the last couple months. That's the first thing I'd suggest doing. Running those patches should solve the problem.

 

[MagnaRGP]

I would also ensure that your RCC server is Win2k Pro, fully patched. Despite assurances that RCC is XP Pro Compliant, I have had issues with XP (and so has the Nortel guy who I opened a case with).

I have yet to fail with Win2k Pro (not server).

 

[reenigneesrever]

I downloaded and applied the new RCC version this fixed the issue, IP View isn't acting right but I'm going to apply that patch to see if this resolves it. Right now I'm running the RCC on windows 2003 server, it took some tweaking for it to work but so far no problems.

Thanks for the replys

Jesse

 

[DueE]

We had some issues last week that required the mysql file to be delete and reloaded. the problem was during record processing it would get stuck on the same record and stop. No positive reason how the file corruption occurred but the reload fixed it. And yes the patches were needed as well.
BCM 400 & Win2k

DueE

 

[annonRCC]

Beware using other versions of JRE. Always use the JRE that is installed as part of the RCC executable. If you install a different version, this may prevent the download from working, or give wrong results.

Beware 3rd party firewalls on RCC. If you have a firewall enabled on the RCC web host PC, ensure you configure it correctly, otherwise the download won't work. Enable logging on the firewall to troubleshoot, and attempt the download. Also ensure Script Blocking is disabled in anti-virus packages or you will not be able to connect to RCC web page.

Only use English operating system. The time format is necessary for RCC, and must be readable in English format.

WINXP is fine, providing firewalls and anti-virus is configured correctly.

Windows 2003 Standard Edition server is supported, however you will need to contact Nortel for a doc addendum which includes configuration.

A good tool is 'ccrstest.htm' available from Nortel to test whether the call center on the BCM is good for RT & RPT (Real time & Reports). It tests 'ccrsndp.exe' is okay on the BCM, and allows you to review the data is being collected on the BCM. Data streams for RT & RPT work differently, so test them seperately.

When reporting problems to Nortel, always include full archlogs from BCM as well as RCC logs. Don't wait days either for the download, report the fault.

When applying a voice mail patch on the BCM, always stop RCCLauncher on RCC or uninstall RCC, or this may lead to patch problems. Refer to voice mail readme.

When troubleshooting RCC, always apply the latest GA voice mail patch, as well as the latet GA RCC patch. This way the BCM & RCC will be coordinated in terms of the data the BCM sends and the data the RCC receives (in fact the RCC does the data pull).

 

[augs]

I had several issues with RCC on Server 2003. I posted some questions on here just a few weeks ago on the same issues you're having. We resolved the issue by upgrading Call Pilot and then installing the newest RCC package on a simple Windows 2000 workstation (with the latest Microsoft ptches of course). Everything's running great except for the Real Time display. We haven't figured that one out yet...