3.6 REPORTING

[letron]

HAS ANY ONE HAD PROBLEMS GETTING THE NEW CALL CENTER REPORTING TO WORK? WHATS THE TRICK, NEVER HAD PROBLEMS WITH PAST REPORTING, AND THERES NOT MUCH TO THE NEW VERSION, BASICALLY INPUT IP OF BCM, UNABLE TO COMMUNICATE WITH BCM IS WHAT IT TELLS ME.

ANY HELP WOULD BE APPRECIATED.

REGARDS AL

 

[subx]

I also set up the new Reporting on BCM 3.6

Got problems with usergroup "users" cause i installed it on a german win2000 version and there isnt that usergroup. After i created that usergroup it works but just with 2 skillsets.... So i tried again and installed that software on a new win2000 client. Now i dont get any skillset also it says "rcc connection ok". Maybe it could be the Patch "BCM Patch Update for MS04-011" I have installed in the last days...?!?!? By the way anybody knows how to deactivate patches?

Did u set up the BCM IP Adress and also the CCRS Password? And did u enabled "CC Reporting Data Stream" ?


regards,

subx

 

[letron]

SET UP BCM IPAND CCRS PASSWORD, DON T RECALL SEEING REPORTING DATA STREAM, WHERE ABOUTS ?

 

[subx]

In bcm call pilot there is in cc general settings also the ccrs password and a checkbox for reporting data stream.....

regards,

subx

 

[subx]

Hello again!

I set up also Reporting for BCM 3.6 .... everything works fine but than after two weeks it suddently stopped and it doesnt work any longer. I set up a new PC and reinstaled everything... i see all the calls in history on that new pc...but real time doesnt work... its always RED...someone has an answer for that?

regards,

subx

 

[Giljo]

Did you guys apply the latest call center patch for 3.6 ?

 

[subx]

nope...just know of the microsoft security patch.... but i will check...thx giljo ;O)

 

[BCMprogrammer]

I heard 3.6 requires an IIS, which is completely different than before. Last week I installed CC but RCC wasn't installed because customer's IT guy didn't have our prereq's in place, like proper version of windows on the masterclient pc, and newer version of IIS.

You guys didn't mention any of that so thought I'd ask.

 

[annonRCC]

Beware using other versions of JRE. Always use the JRE that is installed as part of the RCC executable. If you install a different version, this may prevent the download from working, or give wrong results.

Beware 3rd party firewalls on RCC. If you have a firewall enabled on the RCC web host PC, ensure you configure it correctly, otherwise the download won't work. Enable logging on the firewall to troubleshoot, and attempt the download. Also ensure Script Blocking is disabled in anti-virus packages or you will not be able to connect to RCC web page.

Only use English operating system, others are not supported. The time format is necessary for RCC, and must be readable in English format.

WINXP is fine, providing firewalls and anti-virus is configured correctly.

Windows 2003 Standard Edition server is supported, however you will need to contact Nortel for a doc addendum which includes configuration.

A good tool is 'ccrstest.htm' available from Nortel to test whether the call center on the BCM is good for RT & RPT (Real time & Reports). It tests 'ccrsndp.exe' is okay on the BCM, and allows you to review the data is being collected on the BCM. Data streams for RT & RPT work differently, so test them seperately.

When reporting problems to Nortel, always include full archlogs from BCM as well as RCC logs. Don't wait days either for the download, report the fault.

When applying a voice mail patch on the BCM, always stop RCCLauncher on RCC or uninstall RCC, or this may lead to patch problems. Refer to voice mail readme.

When troubleshooting RCC, always apply the latest GA voice mail patch, as well as the latet GA RCC patch. This way the BCM & RCC will be coordinated in terms of the data the BCM sends and the data the RCC receives (in fact the RCC does the data pull).

Current Patches:
voice mail 76
RCC 2.1.050

 

[augs]

Try installing RCC on a Windows 2000 Professional Workstation.

Windows 2000 Professional comes with IIS. You'll need the Windows 2000 Professional CD to install IIS. This version of IIS will allow only a limited number of browser connections (5 I think). If you need more, you'll need to purchase the IIS licensing, etc...

Completely patch the Windows 2000 system then run the latest RCC install. Note that the latest RCC package requires that your Call Pilot Voicemail be at or above a certain release version.

 

[spotless]

RSI has introduced comprehensive reporting for CCR, Voice Mail, Hunt Groups, IVR and CDR all in one package. They consolidate the results in one application.

S.