CCAD CONNECTION FAILURE

[Condemor]

I'm getting very often an error message when using CCAD: "Unable to connect to the CCMM server".
I've been looking into the CCMM logs, event viewer and cannot detect a possible origin. Has anybody of you experienced this issue?. I tend to think it might be a network issue but at the CCMM logs the connection failure is not registered.
Patch level at CCMM is 3.0 (CC REL 6.0)
Any help will be highly appreciated

 

[Firebird Scrambler]

Problem = Arval email presentation problem

Solution Summary

If the CCAD errors displayed when trying to open the email are:

Unable to connect to the CCMM server
Fix is to perform the following procedure for ccmm release 6

Full Solution

the CCAD errors displayed when trying to open the email are:

Unable to connect to the CCMM server
Agent Desktop has successfully reconnected to the CCMM server
Web Service ws.Contact.cls Information xmlerror (Exception message with stack trace)

Then it is probably due to a malformed or invalid character in the XML data that delivers the email content to CCAD.

Fix is to perform the following procedure:


Stop the CCMM Email manager service.

Modify file C:\WINDOWS\system32\asciifilter.xml on CCMM server

Replace line 1a with line1b

Replace line 2a with line 2b

1a <ccmm:configuration.field.plaintext>FALSE</ccmm:configuration.field.plaintext>

1b <ccmm:configuration.field.plaintext>TRUE</ccmm:configuration.field.plaintext>

2a <ccmm:configuration.field.html>FALSE</ccmm:configuration.field.html>

2b <ccmm:configuration.field.html>TRUE</ccmm:configuration.field.html>

Restart the CCMM Email manager service

Unfortunately the change will only apply to future messages. You can try to see if a supervisor can bulk close the existing messages or, if not, a case will need to be opened with remote access details so that NORTEL can close them directly in the database.


All the best

Firebird Scrambler
Meridian Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[Condemor]

Thank you very much for your help, but the problem still happens.

Some users cannot log onto the CCAD until after 11AM. They haven't problems logging into the computer, but the CCAD told them "Invalid User Credentials" but after 11 the same username and password will work.

It's really strange. We have been verifying that the network or other factors were not the cause, but didn't found anything.

Does anyone have any idea? Have you experienced something similar?

Thanks!!

 

[Condemor]

Hello Firebird,

we made the changes that you provided and it seemed that everything worked fine, but some agents have had troubles creating outgoing mails. They included a PDF and used a template in text form. We saw an error with the spellcheck, but after cancel the spell, the problem still happens.


Any idea?

Thanks