Supporting the ICM server 

Access to the ICM server

The following are access methods to the ICM server. The support capabilities differ depending on the access method.

ICM Control Window

The Internet Call Manager Control Window is a control panel that displays the ICM log file, controls the logging level of this file, and allows an administrator to enter commands to obtain status information.

The following is an example if the ICM Control Window:


The administrator can access the ICM Control Window in several ways:

Text-based controls

The text-based controls provide Windows- and Solaris-based administrators with the same functionality as the ICM Control Window through a text-based interface. See Text-based controls or Solaris remote controls for more information.

pcANYWHERE

The pcANYWHERE package (and modem) allows full access to the ICM server functions and all ICM commands.

Telnet session

Another support access method is a telnet session from another server with LAN access into the maintenance and administration ICM Utility Connection port 8104. The ICM Utility Connection port is supported by the ICM application on the ICM server. In a manner similar to the Control Window, the ICM log is actively displayed and commands can be entered.

An example of access to the ICM server over port 8104 is as follows:

  1. On ITG server, enter:

    telnet

    8104

    id mtce ext none

  2. After no response or a prompt, enter:

    patchmein

The ICM log file begins to display as the information is logged. Commands can be entered at any time (see Commands on the ICM server). The session can be ended by normal telnet termination (press the tilde �~� followed by a period �.�) or by using the status command.

ICM server log file

Once this log file reaches 3MB, it is copied to the icmlog.bak file and logging continues in the icmlog.txt file.

Information contained in the log file is not intended for general consumption. It is useful for experienced support personnel to obtain status information and call events from the server. Information logging levels can be controlled from the drop-down menu on the Internet Call Manager Control Window menu bar (see Status on the ICM server) or from a remote command over the telnet (patchmein) session from the ITG (see Commands on the ICM server). The normal logging level displays errors and connection events as agents, callers, or calls interact with the ICM application. The debugging logging level displays all the events that occur for an agent, customer (for Internet sessions), or call.

The log file contains all events that occur for agent login, customer access, and agent/customer interactions. The log file also contains the results of any status commands executed.

Administration log file

The administration log file contains changes made to administration. The administration log is maintained in
C:\Program Files\Avaya\icm\adminlog.txt.

Transcript log files on the ICM server

Transcripts are stored on the ICM to keep accurate records of the interactions between an agent and customer that occur during a session. The chat transcript logs are maintained in the C:\Program Files\icm\transcripts (default) directory.

How transcript logs are stored

The transcript log file has a maximum size of 5MB. Throughout the day, transcripts are stored to transcript log files. When the transcript log file reaches its maximum of 5MB, a new transcript log is created and subsequent session transcripts are stored in this new file.

Transcript log file names have the following format: dd-mm-yyyy-# (for example, 01-Jan-0000-1.txt). The digit after the year indicates the sequence of files created in the same day. For example, 01-Jan-0000-1.txt contains all transcripts from 15:00:00 through 17:00:00 on Jan. 1, 2000. At 17:00:00, the 01-Jan-0000-1.txt file reached its maximum size of 5MB; therefore, a new file was created with the file name of 01-Jan-0000-2.txt.

Import transcripts into a database

To manage your transcripts, you may want to import the transcript logs into a database. By importing your transcript logs into a database, you can analyze the data and create general reports that may help you better manage CentreVu Internet Solutions.

To assist in importing transcripts to a database, the Internet session software provides you with the ability to define either a field delimiter or a string delimiter. By default, Field Delimiter is set to , and String Delimiter is set to �. You can change the field delimiter and string delimiter in the Administration Web pages. See Administer Internet session system parameters for more information about the Chat Transcript Field Delimiter and the Chat Transcript String Delimiter parameters.

Change the default directory

You can change the default directory of the transcript log through administration. See Administer Internet session system parameters for information about the Chat Transcript Directory parameter.

Disable chat transcript logging

You can enable or disable transcript logging for an arena or for the whole system. By default, transcript logging is enabled for the whole system. Enabling or disabling the feature by arena offers you the ability to further customize CentreVu Internet Solutions. For example, you may have an arena for technical support. Enabling transcripts may be very important for the technical support arena because you may want a record of the troubleshooting tasks that took place for future reference. Whereas, disabling another arena may be appropriate.

See Administer arenas for more information about the Enable Chat Transcript? parameter.

Status on the ICM server

Status information available on the ICM server consists of the current agent, customer (for Internet sessions), and call connections maintained by the ICM application.

Log menu

The following table describes each menu item in the Log menu:

Menu Item Description
Normal Changes the ICM logging level to less detail.
Debug Changes the ICM logging level to more detail.

Display menu

The following table describes each menu item in the Display menu:

Menu Item Description
Agents Displays information about the agents that are logged in.
Calls Displays the current sessions that are known to the ICM application. Also displays the connection ID of the parties on the call.
Connections Displays all the available agents and callers that are known to the ICM application (up to 20; above 20, gives the total number). A connection ID is given for each customer and agent and may be useful for following all the events for that ID or for subsequent commands.
Licenses Displays the license configuration along with the total number of active calls for each license type.
Parameters Displays the administration parameters.
Status Displays system status.

Shutdown menu

The following table describes the Incoming Calls menu item in the Shutdown menu:

Menu Item Description
Incoming Calls Enables you to gracefully shut down the ICM. By checking the Incoming Calls menu item, the ICM will not allow any type of Internet session to be processed. To shut down the ICM, check the Incoming Calls menu item. When the Incoming Calls menu item is checked, the ICM will not allow any type of Internet session to be processed. For example, when an Internet session comes in from the Internet, the outofservice web page will appear on the customer's browser along with an out of service message on the Caller Control Window and the connection will be terminated.

To inform all agents that you are going to shut down the ICM, use the sendagents command. To ensure that there are no active calls prior to shutting down the ICM, use the display gateways command.
Gateway #x (x equals the number for the administered gateway) To shut down an individual gateway, select the appropriate gateway from the list of gateways. When a specific gateway is shut down, all calls are then routed to the other administered gateways. If you shut down all gateways, the ICM will operate as if it has run out of voice capacities. However, Text Chat sessions will still work providing the ASAI Phantom Call feature is available.

To check the status of the gateways, use the display gateways command.

To put a gateway back in service, uncheck the appropriate gateway from the list of gateways.

Help menu

The following table describes each menu item in the Help menu:

Menu Item Description
Version Displays the version information of the ICM process.
Commands Displays a list of valid commands that you can enter over a telnet session.

Commands on the ICM server

You can enter commands over a telnet session to the maintenance and administration port of the ICM application. These commands are intended for use by experienced support personnel to help monitor and troubleshoot the ICM application on the ICM server.

ICM server commands are identified in the following table:

Command Description
Close Clears (drops) the identified connection.
debug Changes the ICM logging level for more/less detail.
display calls Displays the current calls that are known to the ICM application. Also displays the connection ID of the parties on the call.
display connections Displays all the available agents and callers that are known to the ICM application. A connection ID is given for each and may be useful for following all the events for that ID or for subsequent commands.
display licenses Displays the license configuration along with the total number of active calls for each license type.
sendagents Broadcasts text to all active agents' control windows.
sendto cti logout Forces the logout of the indicated agent in the contact center through the CTI process. The is typically "none."
display agents Displays information about the agents that are logged in to CentreVu Internet Solutions.
display counts Displays information on the current number of calls.
display gateways Displays the service state of each VoIP gateway.

The service states are:

  • INSERV�in service and accepting calls

  • OOS�out of service and safe to shut down.

  • FOOS�is not connected to the ICM

  • MANOOS�out of service, but still processing an active call.

The following commands are used for remote connections only. Do not use these commands in the ICM server text box.
if Identifies the incoming connection over the administration and maintenance port. Use only: id mtce ext none.
patchmein Directs ICM log file output to the administration and maintenance port and recognizes commands over this port.

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001