Web Client 4.5 Multi-cast Problem 1

[jeanvaljean]

Our Web Client works in ervery way except for the real time displays. In the RTR settings of the Web Server 4.5 it is set for Multi and Uni cast, and the IP's are default at 230.0.0.1, and .2.

Our CLAN IP's are in the range 10.100.xxx.yyy.

The Symposium Call Center Server 5.0 and the Symposium Web Client Server 4.5 are in the same building across the street; most users are on this side of the street, connected by fiber running under the street, with cisco switches/routers on each end of the fiber.

Question 1: Do the send and receive IP's have to be compantible with the customer's CLAN?? like say 10.100. vs. 230.0. ??

Question 2: We currently use Cisco switches and are moving to Dell products. What do we have to do to enable multicast on the Dell products?

Note that our real time displays on the web client used to work prior to some "network improvements". We're trying to figure what went wrong.

Valjean

 

[jeanvaljean]

Additional information about this problem. Most of our pc's are now on Windows XP pro with IE7. The XP pro does not seem to be an issue but I've heard that IE7 doesn't work with Web Client, or at least is problematic. could the problem here specifically be with the Real Time displays. Everything else seems to work ok

Valjean

 

[trvlr1]

2 things we found when having similar problems: Make sure Multicast is configured on all routers etc. and try turning off your PC firewall if equipped to see if that makes a difference.
Hope this helps.

 

[sandyml]

Re the IPs - no, multicast is in the 230.x.x.x range. These are separate addresses from the CLAN/ELAN IPs on the server. However, they do have to be configured to match at both ends, as the "default" addresses don't match in the Symposium and Web Client.

In your Web Client install/admin guide, there is a large section on how to configure this, and you should read through it. It contains some very useful troubleshooting tips as well.

Briefly, though, the Symposium multicast "send" address needs to match the Web Client "receive" address. The Web Client "send" address is what the end users are receiving data on.

You will also need to be sure your DNS is correctly configured, so that the hostname passes through your network properly.

 

[jeanvaljean]

Thank you for the timely and helpful information. I have corrected the IP address of the Web Server and it is now working, though it seems to become disconnected and displays all zeroes, then after a short while reconnects and displays normally. I think this is probably network bottleneck though and not an actual malfunction.

Thanks again for your priceless help.

Valjean

 

[jeanvaljean]

Our Real Time Reporting is now working, again thanks to your help. However when it is displaying real time info such as an agent or skillset screen, at the top it indicates Unicast and not Multicast. When you first start the Real Time display both the Unicast and the Multicast icons are displayed at the top of the screen, but when it comes up the Multicast icon goes away.

Question: Does this mean that our routers are not allowing Multicast to work? We now have new Dell Powerconnect 6248P switches installed.

Your insight and help with this are greatly appreciated.

thanks again.

Valjean

 

[sandyml]

The system will first try to resolve via multicast, but if that fails then it falls back to unicast. Is this only occurring for agent and skillset displays, or all displays? Try the Nodal display to see if that works.

Chances are your routers are not enabled for multicast (could also be disabled/enabled on a per port basis on the switch, so check that). But you might need to adjust the TTL on the Symposium multicast config screen, if it is just timing out).