Agent Map problems

[desconcierto]

Hello,

We're having a problem with the Agent Map Real Time Display on:

Symposium Web Client (4.5 SU 05)

If we launch the display we get data on the agents, but this data does not refresh and the little hour glass pointer doesn't go away. We know the web server is getting the data because we can click on the 'Agent display' button at the bottom left which brings up the data in tabular form and this data is refreshing. We can also remove the Agent Map display and re-create it, which will then work perfectly for a couple of days then all of a sudden will stop refreshing. It's not a PC issue because we have tried it on about 6 different PCs now with the same results.

This is becoming a real pain and our provider (BT) do not seem to have any answers. Even had a phone call with a Nortel Engineer based in Paris who couldn't help us.

Anyone got any ideas?

 

[DancingDave]

Have you looked at multicast as a possible cause? Perhaps the session is dropping and that's why the views stop refreshing?

DD

 

[desconcierto]

Thank you for the reply DancingDave.

I've checked Multicast between the Call Server and the Web Server and it seems to be running fine. Nortel also checked this and apparently they saw no problems. But we are actually using Unicast to client PCs trying to display the Agent Map. All the documentation suggests this should be ok, do you know anything to the contrary?

 

[DancingDave]

I always thought the agent map needed multicast. Still if Nortel reckon not. Have you tried putting a sniffer on the PC in question to see if packets stop getting sent.

Also would you be able to try multicast to see if this stays up?

DD

 

[desconcierto]

Spoke to Nortel again briefly and they assure me multicast is not needed for Agent Map real time display. Apparently multicast is only needed for the 'ticker-tape application'.

Good idea, I'll try sniffing it. Trying multicast will be a bit harder because of a Corporate Policy against multicast, but we might shove a small switch with multicast enabled to see if it makes a difference.

Thanks again for the advice.

 

[lmtb]

Hi - we get this same symptom with the maps on 4.5, fed up with troubleshooting we just recreate the map each time it starts to freeze and delete the old one. Seems to keep working for about 6 weeks ?
No it's not ideal but we also just seemed to be going in circles with support.