Norstar Call Center tech support

[568B]

Please help. I have a customer with a Norstar MICS 6.1 and ACD Call Center. The system has been working fine with real time monitoring and reports. I received a call stating that they now don’t have any real time monitoring or reports. The skill set is working fine and are receiving calls. I went to the site and the configuration test between the PC and Call Pilot passes on all 3 ports but still no call information.

I believe their IT tech got into the PC and changed something. He doesn’t know what though.

This is an emergency for them, as they gather these reports often. I do need to get this customer up ASAP. Does anyone know of Call Center tech support I can call for telephone support? I appreciate your help.

 

[ptstechnician]

Sounds like the IT tech updated the pc. Check to see if the firewall was turned on (needs to be off). Also, if the java was updated, thats bad. Check all my posts to see what version of java you need (can't remember).

 

[568B]

Thanks ptstechnician, I think he updated the Java. I did look at one of your previous posts and saw Java 1.4.2. Is that the only version to use?...if so is there a way to go back. Also is there any way I could call you from the site and just walk thru these items. If needed we can pay for tech support.

 

[RikRodgers]

If he broke it, you could just tell him to uninstall Java, then reinstall the old version.
I'm not trying to get you to dump the fix on him blindly, but if he upgraded it, he should know just what to do to remove the upgrade.

 

[568B]

I did have him turn off the firewall, remove the anti virus, remove the new Java and reinstall the older Java version. Still no real time monitoring or reports. He agreed to do a NEW install however I will not be available for this customer tomorrow. Is anyone available that he could call to help install the Call Reporting software tomorrow Friday 4/11/08?

 

[568B]

I was able to get to this customer at night and resolved the problem. I removed Call Center software and reinstalled. Went through step by step via the Adobe installation instructions. Still has to guess at various points (port assignment specifically) but did get it to connect and manage reports. From everyone I talked to, this software installation can average 3 hours installation time.
Mine took 4 including downloading the call records from 2006 to 2008. For anyone installing Call Center for Norstar, just follow the Adobe installation EXACTLY and have the onsite IT tech with you.

 

[exsmogger]

Glad to hear you got it working. Give Preston a call on Monday and let him know. Thanks.

Brian Cox

http://www.jandjcommunications.com