Real-Time Reporting not working

[bazzieb]

Hi There

Here is the senerio:
I had a co-res CCMA/CCMS server, but because of congestion we did a split and migrated the CCMS portion onto a new machine. After this migration took place, the real-time reporting stopped working. Our service provider logged a call with NORTEL/AVAYA and it was recomended from them to uninstall the CCMS portion off the old server. After we did that, the CCMA was now corrupted and we had to do a fresh rebuild of the CCMA server. But still the real-time reporting does not work.

I am running Contact Center 6 and have all the SU 06 updates on all Contact Center servers. I have not gone to SU 07 yet as i first need to get this real-time reporting issue sorted out.

I have configured real-time reporting to use unicast and multicast. I have also configured the send and receive IP address's as follows:
IP Receive address: 230.0.0.1
IP send address: 230.0.0.2

Thanking you in advance for all the help.

Kind Regards
BazzieB

P.S. Real-time reporting was working fine on the co-res server.

 

[sandyml]

Now that it's on a separate server, you need to make sure multicast is enabled on your network. Check the routers, switches, and ports that the CCMS and CCMA are attached to. There is a section in the CCMA book on troubleshooting, and it will step you through how to verify whether multicast is being sent by the CCMS, whether it's being received by the CCMA, and whether the CCMA is sending it out. This is very often a DNS problem.

 

[bazzieb]

Thanks sandyml

Ports are multicast enabled. We managed to get it fixed by making the time out length longer.

Regards

 

[sandyml]

Great - thanks for posting your resolution!