CC6 real time report

[superdigi]

my company has 2 floor for call center and use same networks. 1st floor able to browser real time report(any time) and 2nd floor unable to browser (heavy use CCMA),able to ping CCMA and CCMS server .that time has agent logged in phone.

Error: the system could not retrieve any data from the server because either the server connection is down, or there are currently no agent logged in .if the server connection is working, then try lunching the display again later.

anyone know how to fix this problem >?

 

[telebub]

Have the network team check Multicast on the data switches of the floor that doesn't work. Alternately, go into the RTD settings on CCMA and turn on Unicast and Multicast. If you start getting displays over Unicast, that will indicate a Multicast problem on that network segment.

 

[superdigi]

thanks for your information.
the network team still checking the problem. in the same time, i also want to mention that just certain private report unable to view the real time.this so weird.

 

[hached]

There's a utility you can copy to the PC it's call Icertrace.exe and this utility will confirm if the PC's on the second floor are actually getting the multicast stream from the server. I agree with telebub, sounds like a network issue where the switches on the 2nd floor are not configured to forward the multicast streams.

 

[superdigi]

where can i get the Icertrace.exe?

 

[DFKSydney]

I think that the symptoms are wrong for this but, in order for the real time reports to run on a PC there needs to be active X controls installed on the PC. IF your user logons are locked down (unable to install their own software), they may not have installed.

A simple test is to have someone with admin rights to logon to the pc, run the real times, wait, and see what happens.

 

[superdigi]

im logon as administrator and able to install the active X, this has been try at several pc. problem now is certain report unable to view and the report not able to view at all pc locate at 4th floor.

 

[superdigi]

May i know my configuration for RTR setting(CCMA)-->ip receive address and ip send address is correct? i attached the setting for you all view

 

[hached]

If you have a floor that can view multicast stream then you don't have an configuration issue on your CCMS/CCMA, the issue is somewhere on your network.

 

[superdigi]

thanks for your reply. we changed to Multicast time out time to 100000. issue solved.