contact store troubleshooting

[phoneguy610]

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?

 

[JeSTeROCK]

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?

 

[montyzummer]

yes are you licenced?

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

APSS (SME)
ACSS (SME)

 

[hairlessupportmonkey]

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

ACSS - SME
General Geek

 

[phoneguy610]

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

 

[tlpeter]

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!

 

[montyzummer]

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

APSS (SME)
ACSS (SME)

 

[phoneguy610]

8.0 44

 

[montyzummer]

so do you have an essential and preffered also?

APSS (SME)
ACSS (SME)

 

[phoneguy610]

Yes they have vm pro

 

[montyzummer]

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

APSS (SME)
ACSS (SME)

 

[phoneguy610]

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

 

[amriddle01]

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

 

[phoneguy610]

Amriddle

They also have vmpro recordings administrator

Do they still need advanced edition?

 

[tlpeter]

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!

 

[montyzummer]

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

APSS (SME)
ACSS (SME)

 

[phoneguy610]

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 ?

 

[phoneguy610]

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?

 

[tlpeter]

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
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!

 

[phoneguy610]

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