Call Center call logs are not downloading and other errors 2

[Reseg]

Everything seems to be set up properly and the test config passes... but when we try to go to localhost/rcc and then "call center connection" it sits there at 4% from the very start and goes nowhere. We've let it run for days from both the local machine and a network machine.

For some reason the logs can't be pulled in. The system itself has been working for us for months outside of being able to get the call logs.

The guy who installed it before I joined the company basically left them high and dry. When I try to call Nortel support they refuse to talk to me at all.

My company has a lot of support phone operators for our products and can't look over the logs of how long average calls are and how many calls per day by agent. It has a summery of incoming call durations over the whole system average however.

It's a callpilot 150 and the server I'm trying to use is a Windows Xp machine. I've tried different ports and various other settings, the logs are just stuck lol.

Some errors I found when I log directly into the machine:
2007/12/27 10:54:36 PmRemoveCallFromAcdTable: Error1 rc=20013(0x4e2d)
2007/12/27 10:54:44 PmSetCallInTransitToVp: Error rc=20013(0x4e2d)
2007/12/27 10:54:58 PmAddCallToAcdTable: Error1 rc=20012(0x4e2c)
2007/12/27 11:13:07 FtLog buffer overrun attempted. See Module, Function, and r
et code below:
2007/12/27 11:13:07 cc2db_PegActivityCodes
2007/12/27 11:13:08 Could not find conn for dev Id
2007/12/27 11:13:08 rc=34402(0x8662)
2007/12/27 11:13:09 PmSetCallInTransitToVp: Error rc=20013(0x4e2d)

Which I can't really troubleshoot from the manual since none of the errors are listed and I haven't found anything online.

Can someone help us? We will pay for phone support or local (Austin Texas). We've only found one guy who says he knows the problem, but he said he has someone at Nortel he has to talk to and they charge $200/hr and he charges $100/hr saying for $300/hr he will fix our downloading the logs problem in just over 3 hours ($1,000) which I doubt will even fix all the log errors we're having.

Thanks for any help you guys can give!

 

[Deweyhumbolt]

On this question, we need way more info. Firstly, has it ever worked correctly?

 

[Reseg]

The Call Center call logs have never been downloaded to the host machine. The system was installed in May 07 by a guy that basically is unreachable now and I'm told the system was probably used. It's a reputable company who just trusted the wrong guy.

 

[Reseg]

Sorry I may have not been clear in my answer. The logs were never attempted to be downloaded until recently and they would not download. So it has never worked in the sense we were able to get the call center call logs.

Even if we could get them raw and have the programmers build reporting tables for the data to be pulled into.

The Call Center reporting feature is properly applied as an add on (unlock code entered and on the list).

 

[Deweyhumbolt]

Thank you.

This RCC functionality has patch issues. First thing, patch to date. I stopped working on BCMs in Aug. There is at least 1 maybe 2 patches. All calls are saved on BCM drive. Obvious: firewall turned off, IIS up and working, ping both ways, before patch uninstall RCC and mysqul. after patch reinstall.

 

[Reseg]

I really appreciate your time in helping here. Tomorrow when I get into the office I will verify the software version (3.X I believe) and try to find the latest patch for it as I have no doubt it's behind. I didn't try to do this because I figured I would have no way of getting the patch without having a rep through Nortel.

Firewall is off, IIS up, pings, and I will reinstall the software and mysql if I'm able to find these patches as a download.

 

[Reseg]

Here's our system info below. The call center platform version looks to be dated from 2005. We're trying to find a source for the latest version now online, is that the only thing we need to update? Or do you recommend other updates? Thanks again for your time.

Administration
v 2.2.116

System Status

Web Server Details SERVER_NAME localhost
SERVER_PORT 80
SERVER_PROTOCOL HTTP/1.1
SERVER_SOFTWARE Microsoft-IIS/5.1
HTTP_USER_AGENT Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)
PATH_TRANSLATED C:\Program Files\Nortel Networks\Reporting for Call Center\Website\rcc\admin_pages\system_status.asp
REMOTE_ADDR 127.0.0.1
REMOTE_HOST 127.0.0.1

RCC Database connection status Status Connection successful
Click Here to open the Download Status window
Current RCC Network Port Status Report 6011 OK
Realtime 6010 OK
Web Server 80 OK

System Info Schema Version 1.1.1697.1
App Server Platform Windows
App Server Version 1.1.2117.14653
Call Center Platform CPL
Call Center Version CPL_CC_31.10.14.16_10_17_2005

 

[Reseg]

Also forgot to mention our CD is rev 3.1

I can't get the software from Nortel's site because under software it says:

"There are either no software downloads available or you are not entitled to view them. Please make sure you are logged in."

I registered as a guest but still nothing there. I can't believe, all the years I used to work on the DMS system and talk to Nortel daily how much trouble I'm having here.

Should I just give up and rip this junk out? Right now it's only good as a voice mail box.

 

[MagnaRGP]

Patches are available to registered vendors only, not former employees.

I would suggest you get a vendor on board and pay them to resolve your problems rather than fight with it.

As to it being "junk", well, that's your call now.

 

[Deweyhumbolt]

It's a very good product, but you need the patch. Unless you have unlimited $ to spend, Nortel BCM Contact Center with RCC is a very good product for the price. Try the reinstall w/o patch and it may work for a while.

 

[Reseg]

By junk I mean it's a product we legitimately purchased and had installed by an authorized Nortel vendor who now we cannot reach. The RCC apparently won't work due to faulty software from Nortel so it needs patched. On top of that Nortel won't even talk to us if we PAY them to get this software update which I have no doubt we could install ourselves.

Just let us get the raw data and build our own program around it to read and manage it, but they won't allow access.

So let's put this in plain terms here:

1) Nortel's software on the Nortal CallPilot we purchased is faulty causing options we paid for to not work

2) Nortel will not take our call nor allow us to have the patch we need to fix it, they just tell us to go to a vendor.

3) The only local vendor we could get to call us back wants $300/hr to sit on the phone with Nortel so they can walk him through it, yet they can't get anyone out for weeks.

All I can figure is their too busy with new customers for it to even be worth their ridiculous hourly rate to come out to fix this thing. Something we could fix ourselves if they would give us the patch to make it do what we paid for it to do in the first place.

I'm sorry if I offend, but a few words come to mind to describe our elements of our experience:
"junk" "proprietary" "over paid" "job security"

 

[MagnaRGP]

1) Nortel's software on the Nortal CallPilot we purchased is faulty causing options we paid for to not work

Using your logic, you could make this argument for every Computer OS, Cell Phone, Security Appliance/software, Office Suite, Automobile, Space Shuttle/orbiting telescope/space station ever created. EVERY damn piece of software written in the last 15 or so years has been patched due to flaws/upgrades/changes.

The software runs on a NON-Nortel supplied server running a NON-Nortel OS and may or may not have been set up/maintained properly causing DB corruption. This is Nortel's fault how?

2) Nortel will not take our call nor allow us to have the patch we need to fix it, they just tell us to go to a vendor.

If you have a problem with your car, do you drive to the factory that made it and demand a repair? If you don't have a direct service contract, you need a vendor. If they just gave you the patch and you screwed up the implementation or steps, I would bet a years wages you wouldn't call them and say "I made a mistake installing this and made things worse. Please fix it and send me the bill". No sir! You would blame the patch and demand it be fixed for free like 98% of all customers out there. I know this because half of my job is shooting troubles and the other half is proving the reason things went pear shaped is that some Brain-Dump certified IT hack screwed up their VLAN config and brought down the corporate network and tried to blame it on the hardware/software/last technician.

3) The only local vendor we could get to call us back wants $300/hr to sit on the phone with Nortel so they can walk him through it, yet they can't get anyone out for weeks.

The vendor is passing costs on to you, and paying their technician to do the work you need. The fact that they are willing to comeo out and look at a problem that was caused by someone else attests to either their unconcious masochistic desire to increase their own stress levels or their commitment to serving a customer (often one and the same if you ask me).

All I can figure is their too busy with new customers for it to even be worth their ridiculous hourly rate to come out to fix this thing. Something we could fix ourselves if they would give us the patch to make it do what we paid for it to do in the first place.

This statement says volumes to me. Reading between the lines "I don't want to pay for service/assistance and will likely not pay any invoice that dares cross the space between my nose and hands!"

I'm gonna end my rant now.....flame away!

 

[Reseg]

MagnaRGP,
As much as I would LOVE to sit here and argue with you on an internet forum to prove who is cooler, I have to save my time to read through some spam mail so I'll have to pass.

However, I would like to clear up something you must have taken wrong. Nobody has EVER demanded anything from Nortel or any of the Nortel vendors in our case. I've been making the calls and been nothing but nice to them offering whatever their rates are, EVEN the $300/hr guy who said he'd come by today after waiting 2 weeks but was a no show. This is in reference to your analogy of you don't go to the manufacturer of your car when it has a problem and demand they fix it. If you read through my thread here you will even notice I offered to pay someone here.

I apologize for letting my frustration show in the thread with the Nortel Call Pilot, I was completely wrong in thinking someone might understand the frustration and offer a solution. I realize now from reading MagnaRGP's post that I'm a complete idiot to think there was any chance of a Nortel vendor coming out to work on this Nortel product that we're not allowed to work on ourselves. You're right in it would probably be too stressful for them.

Anyways, off to read some spam mail. Wait, first I need to install this free patch Windows just sent me that fixes something I never even had a problem with. It'll only take a sec. Woah and look Miscrosoft office 2007 SP1 is available for download as well. I'm not even kidding, talk about ironic timing!