Contact Center

[hebegb41]

Is anyone out there using the following configuration

CS1k 5.5 sw or similar
CCMS 6 or 7
CCMA 6 or 7
CCMM 6 or 7
CCT
Call Pilot 5 or similar

 

[Utreg]

Yes; CS1k 4.5, CC6 and CP5

 

[hebegb41]

Thanks UTreg, Was wondering if you would like to share info on situations you have run into, scenarios you have found for fixes etc.
Example, one of our re curring issues is our MM server will "lock up"...for lack of a better term....and emails will stop flowing through the system, agts cannot pull contacts or RTD will show incorrect numbers. Our exchange guy can track delivery through the exchange server but Nortel will not deliver them until we reboot the suite. We have a shotened version of the reboot procedure we have created ourselves, but sometimes we have to reboot the entire suite of servers. This can take 45 minutes at times.....
Anything similar on your end?? What issues have you had

 

[dj4020]

I would monitor your memory usage on the MM, We had an issue in the past on a server where a memory leak would eventually lock the box up. Open your task manager then look under Processes see if any one process is using more memory everytime you look at it. Ours was actually the HAI.exe

 

[hebegb41]

thanks a bunch dj4020, I took a look at our TM in the server but nothing jumped out. I did not see the task HAI.exe you refered to in our MM server. I will definitley keep an eye on the TM from now on though to see if anything jumps out.
Have you had any issues with CP 5 access channels having to be de acquired and re acquired after a CC reboot? Another issue of ours that has no explanation from support vendors or Nortel.

 

[dj4020]

We are currently running CSE100 5.5 software on switch and CCms 6.0 suite. We do not experience any problems with Access ports on reboots on CC. However verify which ELAN your CC is using. Their are known issues with CCMS not working when its not ELAN 16 and CallPilot ELAN 17. Stat your ELAN in ld 48 to see which one is which. What do you have configured in your callcenter as far as server and releases? Your initial request for information includes many releases. HAI.exe would only be used if you are using an external 3rd party Database to provide or record data for the CCMS. Host Data Exchange (HDX)

 

[Utreg]

Agents cannot pull contacts sounds familiar. Restarting the CCMM 'CCMM Manager Client Service' service usually does the trick.
But restaring the whole suite to solve an issue sounds familiar also. And sadly also our CP 5 access channels had to be de acquired and re acquired after a CC reboot. But must say with CC6 update SU07 this one looks a lot better.

When agents cannot log in (the Login/Logout Button stays gray) we restart the CCMM services, reboot the CCT and restart the OAMCMF service on the CCMS server.

Had also issue on Email reporting (SL > 24H) but building our own reports helped.

So suite keeps us busy....

 

[hebegb41]

UTreg and DJ4020, Good info on all

Yes, our VLANS are correct. We are using CC6 with a plan to go to 7 soon, we are using CCMA 7 now though. We were told it has look back capabilities so we upgraded to get familiar, so far so good...

Anyway, we are also performing what we call the "limited MM reboot" as explained by UTreg.

We are:
CP 5
CS1k 5.5
CCMM 6
CCMS 6
CCT 6
CCMA 7

We also have a CTI application. We have been told the CC reboot is faster once you are on 7. We have a near 24 hr call center so maint windows are tough.

We just tried loading CCAD on Windows 7 PC as well and no go, just FYI. Don't think Nortel/Avaya has any fix for it yet. JAva issue maybe????

 

[fonchick]

I am also running CS1K 5.5, CCMS, CCMA, CCT & CCMM 5 with SUS07 lineup.

We do run into occasional issues with services synchronization, although it has become more stable over time.

The biggest issues currently is the CCAD clients are disconnecting and reconnecting to the CCMM server periodically during the day.

 

[fonchick]

I meant release 6, not 5.