Co-Res SCCS 5.0 & SWC 4.5-- UNKNOWN in RTD's 1

[MUGGER10]

This is my first symposium and it happens to be Co-Res. We are not yet in service. We can't get Real time displays to work properly. The display comes up with the correct info except some of the boxes show UNKNOWN. Two of the UNKNOWNS are the agents first and last name. There are a couple of other boxes with UNKNOWNS but you get the idea.
Have worked with nortel at length on this and they keep thinking it is a secuity issue. They've spent hours on many Webex sessions and we can't get this resolved. Nortel says we have all the right patches.
Any suggestions????????

 

[mikeyb123]

If you launch the web client on the symposium server does it work properly?

We had a similar problem with the RTD but we couldn't get anything to dosiplay.

We checked through the Multicast Stream control settings and and the multicast address and port configuration and there was a mismatch on the IP address.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[yyrkroon]

Try editing the hosts file on the SWC to show the computer name of the SCCS and the SWC server as well as their respective IP addresses.

Make sure the SWC has the correct IP address and computer name of the SCCS when you add the server on the SWC configuration page.

 

[MUGGER10]

Thanks mikeb123

No it does not work right on the server. It gives you the display along with the correct AGT ID and POS ID And status of the phone (NRDY etc.) but puts UNKNOWN in the name slots. Don't think it is multicast issue because we get the same thing at a supervisors PC out on the network.

 

[MUGGER10]

Thanks yyrkroon

Not sure what you mean, I am an old phoneguy and being thrown into the fire on this computer stuff. This is Co-resident installtion with both SWC & SCCS loaded on the same box. Therefore there is only one CLAN NIC/one computer name. Like I said in my reply to mikeyb123 it almost works. Thanks for getting back to me.

 

[TheWorkingMan]

It is a DNS issue. You need to make sure that the CLAN address is in the Host file ( c:Windows\System32\drivers\etc) You open the file with Notepad. Add the CLAN address and computer name. Also make sure that the 127.0.0.1 address states local host. That should be it. Save the file and close. Launch the RTD see what happens. Also make sure that the SWC configuration is using the CLAN address of SCCS not the loopback 127.0.0.1 address.

TWM

 

[MUGGER10]

Thanks TheWorkingMan
We and Nortel have looked at that. Appears correct. Do you still think it's a DNS issue even though most of the fields are correct?? Only the Agent 1st and last name, Supervisors name & and skillset name come up as *UNKNOWN* the rest of the info is correct.

 

[MUGGER10]

Oh TheWorkingMan
Also meant to tell you that The correct agent name comes up on Agent Desktop Displays. If that has anything to do with it.

 

[TheWorkingMan]

Add (or Re-Add if it has already been done before) the IUSR_SWC account as the anonymous user account for IIS.

Follow these steps:

1. Click Start > All Programs > Administrative Tools > Computer Management.

Note: Based on your configuration of Windows Server 2003, you may be able to click Start > Administrative Tools > Computer Management (bypassing All Programs).

Result: The Computer Management window appears.

2. In the tree, click the plus sign (+) beside Local Users and Groups.
Result: The heading expands to reveal the Users and Groups folders.

3. Click the Users folder.
Result: The list of users appears in the right pane.

4. In the right pane, right-click the IUSR-SWC user account, and then select Set Password from the resulting pop-up menu.
Result: A warning box appears.

5. Click Proceed.
Result: The Set Password for IUSR_SWC window appears.

6. Type the new password for this account, and then confirm the password.
Note: You must take note of the password that you type because you will require it again later in this procedure.

7. Click OK.
Result: The system changes the password. Proceed with the remaining steps to add the IUSR-SWC account as the anonymous account in IIS.

8. Click Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.

9. In the tree, click the plus sign (+) beside <Computer_Name> (local computer).
Result: The heading expands to reveal a series of folders.

10. Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

11. Right-click Default Web Site, and then select Properties from the resulting pop-up menu.
Result: The Default Web Site Properties window appears.

12. Click the Directory Security tab.

13. Under the Authentication and access control heading, click Edit.
Result: The Authentication Methods window appears.

14. Click Browse.
Result: The Select User window appears.

15. Click Advanced.
Result: The bottom portion of the Select User window expands.

16. Click Find Now.
Result: The list of all the user accounts configured on the server appears.

17. From the list of user accounts, highlight the IUSR-SWC account, and then click OK.
Result: The Select User window reappears with the IUSR-SWC account listed at the bottom.

18. Click OK.
Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.

19. In the Password box, type the same password that you typed in step 6.

20. Click OK.
Result: The Confirm Password window appears.

21. Type the password again, and then click OK.
Result: The system changes the password and the IUSR_SWC account is
now used for anonymous access in IIS.

22. Click OK to save your changes.

23. Close all windows to complete the procedure.

TWM

 

[TheWorkingMan]

If that doesn't work, I have some other things to check. Let me know!

 

[MUGGER10]

Thanks TheWorkingMan
We went through your procedure to the letter and it still doesn't work. Never would have been able to accomplish it without the good detail. The only thing that was a little different from your procedure was in step 10&11. In step 10 when we clicked on (+) sign What expanded (step 11) wasn't called "Default Web Site" it was "Symposium". I assumed you did not know what ours would be called so you just said Default Web Site. Thanks again for the suggestions!!

 

[croat1]

Just because you have DNS setup, it doesn't mean your DNS works correcly. Try adding same IP addresses that are used to DNS to WINS

Also increase your OAM Timeout from 10000 to 20000

 

[lretrievers]

When you have SCCS and Web Client running CoRes, you also need to be sure Incoming connections is turned off to allow RTD to work. WebEx for Nortel is fine, but if you have pcAnywhere launched and waiting for an incoming connection RTD will not work.

 

[MUGGER10]

Sorry for not putting it on here sooner but Nortel Design finally fixed this. It means nothing to me but I have it written down. If anyone needs to know respond to this and I'll take the time to type it all in.

 

[sandyml]

Mugger10, I would be interested in the fix. Thanks for offering to type it all in.

 

[MUGGER10]

OK, so this is what finally got this working for us.

1 Start
2 All Programs
3 Administrative Tools
4 Internet Information Services (IIS) Manager
5 Click the + in front of the server name.
6 Click the + in front of websites
This gives you one more + sign(Ours is Symposium)
7 Right click on this Symposium and then click properties
8 On the website tab click advanced
The resulting info should look like below:

IP Address TCP Port Host header value

Default 80 Our server name
Our clan IP 80 Our clan IP
127.0.0.1 80 localhost

The last line was not in there. They added it and then
it worked. Don't have a clue what phase of the install was supposed to have written this info. They told us future
documentation would be changed to check for this.
So that is it.
Please keep in mind our RTD's actually worked. the problem was that anywhere a name was supposed to be it said *UNKNOWN*

There it is. Hopes this saves someone some time someday!!!