Callpilot 150 Real-Time Screens Not working

[Cardine]

Ok, i'm running the lastest software on both the 150 and RCC Server, everything shows green and connected, it pulls the calls from the call logs but when i click on real-time screens it doesn't show the skillsets....or agents.

I have tried everything from Uninstalling everything to redoing the PC.

Java seems to load fine, i have also tried multiple versions of Java....

Help!

 

[cook1082]

When Nortel Networks Reporting for Call Center communicates with the Call Center to request
Real Time or Historical Report data it includes a password in the data request. This allows the
Call Center to verify that the application requesting the data is authorized to receive it.
This password is set within the Call Center using CallPilot Manager. That same password must
be entered into the CCRS password field. It must then be entered into the Confirm CCRS
password field.
Note: The default CCRS password is ‘CCRS’, but this might have been changed within the Call
Center from within CallPilot Manager

 

[Cardine]

cook1082 - thanks for the reply as mentioned everything shows green, (normally if the password is incorrect you get a RED light and an error displaying this) in my case everything is green, and the connection is established between the callpilot and APP server/RCC Client.

It is only the real-time screens that do not show up. when i fill out the information on the Connection screen and submimt it, the pop-up window displays 100% with ~600 call extracted....

 

[ptstechnician]

When I have issues like this, I ask the IT person if the pc with the rcc software installed on it, has been updated/anti-virus installed/java updated/firewall turned on. The java version that has worked for me is 1.4.2.

 

[seatech]

Cardine - I have the exact same problem. Here is what I have done so far:

We have tried 3 different standalone servers and tried loading it on Windows 2000 and Windows 2003. We have to reboot the server twice a day to get the real time screens to function. Once we reboot the server the real time data begins updating for several hours before it stops again.

All of the call data and statistics for our reports is successfully collected. It is only the real time reporting we are having a problem with. Any suggestions?

 

[Cardine]

PTStechnician - you must use 1.6 on the newest version, it forces you to upgrade and automatically installs it...

Seatech, i'm setting it up in my lab and will let you know my findings...

 

[Cardine]

Seatech, what else do you have installed on you server?

Antivirus?

Firewall?

Spyware?

any other applications...?

 

[Cardine]

Seatech...try this.

1> Log all agents out.

2> Disable Skillset

3> Re-enable Skillset

4> Log Agent back in and resume normal operation

5> Check the real time screens.

6> If this dones't work reboot the callpilot then the RCC server.

Let me know.

 

[seatech]

Cardine,

I will try it. I am also going to get the server information and post it. I think we have already done all of those things but I want to make sure.

 

[kclear]

I have had this problem along with all the others.
There is a software update for the CP. Also updates for RCC server and RCC client. Nortel website.
I did the upgrades and it has been working great.
The Real Time needs Java 6 wich is downloaded from the RCC server. Remove any Java running on client PC's first.
Also make sure that "adware blocking" is turned off on any PC's trying to run reporting or real time.

Good luck
Kevin

Kevin Clear
Clearfield Comm.

 

[Cardine]

kclear, i don't see any current patches than the ones i have installed....can you be more specific?

Also, the problem was resolved by the steps i preformed in my previous post...for anyone having a similar issue.

 

[kclear]

CP 31.10.31.22
I dont know what the RCC and client SW is at. i'm not on site.

Kevin Clear
Clearfield Comm.

 

[exsmogger]

Kclear has a good suggestion to remove other versions of Java from your PC. When updating Java it leaves all other versions behind. Remove the unneeded versions through Add/remove programs in Control Panel.

Brian Cox

http://www.jandjcommunications.com

http://groups.to/jandj/

(updated 3-13-09)

http://phonewire.blogspot.com/

(updated 3-13-09)