SCCS 5, SWC 4.5, Agent RTD

[NortelGuy1979]

Hi guys,

See this thread

http://www.tek-tips.com/viewthread.cfm?qid=1457595&page=1

regarding *UNKNOWN* showing in the Answered Skillset column of an Agent RTD.

I have a similar issue with SCCS 5.0 and SWC 4.5, still unresolved. Instead of *UNKNOWN* I just get an asterisk however. I found the *UNKNOWN* issue on Nortel's KB, and checked DNS, and it's fine (DNS resolves as expected). The weird thing is, this usually only happens after around 20-30 mins. Also the users have intermittent trouble even getting the agent RTD to load - sometimes it says it can't connect and we have to have them close and re-open the RTD.

What started all this was a server reload on the SCCS due to a hardware reload. It's in a networked configuration with 5 SCCS servers, 5 SWC servers (each on the same subnet as their SCCS), and one NCC. We had to reload one of the SCCS servers, put it on the latest PEP, and updated the SWC at that site to the latest PEP also.

This happens when I logged into the SWC at site A, and then access the agent RTD at site A's SCCS (so, same subnet). I do this from a W2K workstation at the same office (no WAN in the way). Sometimes I have to close / reload the web client in order to get the RTD to load, or when I do get it to load, it will start with the asterisks in the Answered Skillset column after 20-30 mins.

If I load the web client directly from the SWC server, then I never have any issues.

The end-users SWEAR up and down, no data network changes were made in the last week (when this all started).

All the talk of multicast and unicast confuses me - but I'm a quick learner.

What info can I provide to assist in you guys helping me?

Thanks!
~Matthew

Matt H. - Field Svc Engineer

 

[NortelGuy1979]

Hi all,

Found my solution. Appears to apply to the SWC 4.5 with Su07 platform as well...

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Solution Detail

Unicast RTDs are failing
Problem Description
Unicast is being used for the Real Time Displays.

After installing CCMA SU03, it is seen that the Real Time Displays have become very unreliable as they do not always launch successfully. Particularly affected are Agent Displays and Graphical Displays and the threshold colours do not always work.
Problem Resolution
There has been a change in the RTDServer.asp code to enable logging and this is causing the problem. The workaround is to comment out these messages. These messages will be removed in SUS_0302.

c:\program files\nortel networks\wclient\apps\common\soaplisten\rtdservice.asp

Insert an apostrophe before each occurrence of LogMessage. There are 4 in all.

Example: LogMessage should now be 'LogMessage

RTDs should now be stable.
Affected Products

Contact Center Administration CCMA 6.0
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Matt H. - Technical Support Engineer