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contact store troubleshooting

contact store troubleshooting

(OP)
have a customer with contactstore

we installed it several months ago and it had been working fine until recently it just stopped working

any common things that cause this?

RE: contact store troubleshooting

is the hard drive full ?

I have seen the tomcat logs fill up the hard drive

When the service is started have a look in the Task Manager, does java.exe run at about 500mb?

RE: contact store troubleshooting

yes are you licenced?

i belive it is 90 day run time before it falls over with no licence

APSS (SME)
ACSS (SME)

RE: contact store troubleshooting

And what do you mean by, "Stopped working?"

ACSS - SME
General Geek



RE: contact store troubleshooting

(OP)
The license they have is vmpro recordings administrator

Which I was told is the license for contact store

And it one day just stopped recording. Watched monitor no calls are being recorded.

Hard drive had almost 1tb of available space

RE: contact store troubleshooting

Check the folder C:/Program Files/Avaya/IP Office/Voicemail Pro/VM/VRL
Are the recordings there?
If yes then CS stopped processing them.
If that folder is empty (execpt for a files called status) then it is processing the files.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

what revision are you on , that is the correct licence only in certain scenarios

APSS (SME)
ACSS (SME)

RE: contact store troubleshooting

(OP)
8.0 44

RE: contact store troubleshooting

so do you have an essential and preffered also?

APSS (SME)
ACSS (SME)

RE: contact store troubleshooting

(OP)
Yes they have vm pro

RE: contact store troubleshooting

ok so tlpeter s post is a good place to start , do they appear in the stated place?

APSS (SME)
ACSS (SME)

RE: contact store troubleshooting

(OP)
Have not checked yet but if they are not showing the calls are being recorded in monitor then would this still be the issue?

RE: contact store troubleshooting

Contact Store requires the advanced edition licence, just having Vm pro (preferred) isn't enough, perhaps the trial expired as suggested smile

RE: contact store troubleshooting

(OP)
Amriddle

They also have vmpro recordings administrator

Do they still need advanced edition?

RE: contact store troubleshooting

Phoneguy610, i think you do.
I have had this discussion internally at my company and i think you will need advanced edition instead of vmpro recordings administrator.

How long ago did you install it?
It will run 45 days or 90 days (depends on version i think) before it stops recording.

Login on to it and see what it says as alarm.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

indeed ssa will tell you if your licence is valid or not also manager should give you the same info

APSS (SME)
ACSS (SME)

RE: contact store troubleshooting

(OP)
it says in ssa that the vmpro recordings administrator never expires

it says in the docs i should get an alarm in actual contactstore so i will check that as soon as i get login credentials for it

anything else it could be ?

RE: contact store troubleshooting

(OP)
so i popped into admin of contact store and i get no alarms

it was installed 3/28 and stopped running on 7/24

could it still be the license even if there is no alarm for it?

RE: contact store troubleshooting

When was the first recording?
It starts counting after the first recording.
So when there was no recording in the first month then you will know the problem smile
I did count and it 114 days (i think)
So when the first recording was 24 days after install then you are not licensed.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
and i checked: C:/Program Files/Avaya/IP Office/Voicemail Pro/VM/VRL

there are 3 recordings in there dated the 7/30 but that is it

RE: contact store troubleshooting

You need to check the folder where CS isleaving the recordings.
CS pulls the files and process them in to a different file type.
You need to have a look for those files (i have no CS here to check the folder for you)

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
the thing i noticed though was when it was working, under active calls in SSA it would show the call and it would show that the call was being recorded

now i do not get that

RE: contact store troubleshooting

(OP)
and CS is leaving the calls in c:/calls

i checked this folder and there are no calls in it

RE: contact store troubleshooting

Are they all gone???

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
one of the folders contains about 25 gb of stuff so i am assuming those are the calls in there

RE: contact store troubleshooting

That could be very true smile
Look for the oldest date and let me know.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
oldest date is 3/29

RE: contact store troubleshooting

And the newest?

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
7/31 at 4:02 pm

RE: contact store troubleshooting

Then you really have a different problem.
There are recordings that are older and not processed yet.
Check the event log to see what is going on.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
already checked it.. nothing major

RE: contact store troubleshooting

Then backup and reinstall the lot smile

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
do i need to backup the folders because wont once i reinstall contact store the files still be in the same place

RE: contact store troubleshooting

You need to backup the database.
But you better read the manual as i did this a long time ago and i cannot recall how to do this.

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
yea i was just reading it now... a bunch of cmd prompt stuff

i will let you guys know thanks

RE: contact store troubleshooting

That have occured on 1 of my system

Check for Ip Office Technical Trips 175 to rebuild you database. Personnaly, I've delete the last folder treated by contactstore to avoid another corruption.

Create a text file named “redo.txt” e.g. in Notepad and enter the 15 digit Index Number (e.g. 890001000000001) of a call to be reprocessed. The location of these files are defined by the “Directory Path for Recordings” system setting in Contact Store. (C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\VRL)

Repeat for other calls, each call must be on a new line. (Use Excel or command line to make it work)

Take a coffee and relax winky smile that have same my ass, I had 175 000 calls recorded !

Jimmy Cormier, Quebec City, Canada
Sorry, I’m french !
15xBCM/SRG,CS1000,23xIP Office,14xVmpro,
10x contactstore,Call Manager,AES,Nice Recording,Callsweet,IEX Totalview,Symposium,Callpilot,Kofax,

RE: contact store troubleshooting

(OP)
yea they have about 200,000 lol

RE: contact store troubleshooting

(OP)
so at teh end of the day it ended up being they installed a firewall without our knowledge and this was blockiing ports



HOLY CRAP

RE: contact store troubleshooting

So now you going to charge the customer with two days of work and tell them to keep there hands of the telephony systems smile
They probably told you that nothing changed?

BAZINGA!

I'm not insane, my mother had me tested!

RE: contact store troubleshooting

(OP)
Tipeter-

Spot on with the entire post lol

RE: contact store troubleshooting

Love IT.

I nearly came to blows once with an IT administrator who refused to believe that his mcafee security suite could stop the customers Voicemail from working (Vm pro). After about an hour of heated debate he disabled it to prove me wrong and in front of the customers MD bang Voicemail worked :) Did feel bad for him though but it did prove my point.

Avaya, Alcatel, Panasonic, 3com NBX, Swyx, 3cx
----------
Avaya ACIS SME
Alcatel ACFE

Jack of all, Master of none!

RE: contact store troubleshooting

MCAfee blocks a lot.
It has a firewall too and you need to add the ports in there too even when you have add them in the OS firewall.

BAZINGA!

I'm not insane, my mother had me tested!

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