Troubleshooting when Real-time displays do not display any data on Agent Phones

[mistabatu]

Hi there,

i am having an issue with this, which i mentioned above. more detailed, when supervisor are trying to monitor real time reports such as waiting call, abandon call, there is showing only no data.

i tried all below which was suggested at Nortel documentation but no luck. all those seems to working ok.

On the Contact Center Manager Administration server, the Contact Center
Manager Server IP address can be resolved correctly to the server name.
• On the Contact Center Manager Administration server, the Contact Center
Manager Server name can be resolved correctly to the expected IP
address.
• On the Contact Center Manager Server, the RSM Compression option
has not been selected in the RTD Multicast Controller window. If this
option is selected during configuration, real-time displays and Agent
Desktop Displays will not function in Contact Center Manager
Administration.

 

[Tman45]

Is Windows Firewall on? We just ran into an issue where Windows Firewall is blocking the Multicast/Unicast for RealTime info only. Historical works fine. Their machine was also not pingable as Windows Firewall blocks ICMP.

 

[mistabatu]

Thanks for yoyr reply. But windiws firewall is truned of across whole domain. It was working fine before it happened recently. Yeah i can confirm historical reporting works fine though. And i can have this real time reporting working on server itself.