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Basic Troubleshooting - AACC
Hi all,
Just wanted to share some very common steps you can follow when troubleshooting your AACC environment when an issue is found. AACC has many components, so depending on the component, this may not apply, but in general this is a good place to start.
1. Always review the Windows Server Application and System Event logs during the timeframe of the issue. The AACC system will send events to the Windows event logs that can provide helpful information about issues/problems.
Save a copy of the Windows Server Application and System Event logs in TXT format so that if you need to send these to Avaya, they can be easily opened.
2. Are there any error messages seen on the Agent's AAAD? It is critical to the investigation to document any errors (print screens are the best) with the exact words as seen in the error. If a print screen can be obtained of the error, these are very helpful.
Be sure to gather the Agent's AAAD log if there were issues reported by an Agent using AAAD.
How Locate Your AAAD Log:
Windows 7 PC path for AAAD Log
Start / Run / %appdata%
It will open a folder and you go up one folder from here. This will be the current logged in user.
From this folder, you will look for the Avaya. The go to Agent Desktop\Logs folder and copy the most current log.
Windows XP PC path for AAAD log
Document and Settings\UserName\Local Settings\Application Data\Avaya\Agent Desktop\Logs
If you don’t see the folder “local settings”, go to the toolbar, under tools, select folder options
Go to the view tab
Under the folder “Hidden files and folders”, select “Show hidden files and folders”
Click Ok
3. Are there any errors reported on the CM or the CS1K? Always remember if the issue is call related that your AACC system works with the CM or CS1K and you should check the PBX to see if any errors were generated at the time the issue occurred. If there were errors, record the exact errors in case you need to take the problem to Avaya Support.
Gather any CM or CS1K logs that show any errors during the timeframe the issue occurred.
4. Where there any changes in your AACC environment going on when the problem occurred? The AACC system relies on your network, it's CM or CS1K connectivity, and proper connectivity to any 3rd party applications so it is good to check for any environment changes that might have taken place when the problem occurred?
For example:
Where there any known router issues?
Where there any LAN issues?
Where there any Proxy issues?
Where there any VPN issues (if you are using offsite agent with CS1K this is critical)
Where there any Domain issues?
Where there any Active Directory issues?
Where there any hotfixes being applied to any of the AACC Servers?
If any new hotfixes were installed, remove the hotfix to see if the issue is resolved.
Where there any Anti-Virus Scanning occurring?
Anti-Virus scanning should not be done during peak hours. See documents for all anti-virus exceptions that are required on AACC.
Where there any NEW applications installed on any of the AACC Servers?
Was there any maintenance occurring on any of the AACC Servers?
Was there any maintenance occurring on the CM or CS1K?
Hope this helps someone!
Best Regards,
Danie Castillo - Solution Engineer – High Touch Support Services
Just wanted to share some very common steps you can follow when troubleshooting your AACC environment when an issue is found. AACC has many components, so depending on the component, this may not apply, but in general this is a good place to start.
1. Always review the Windows Server Application and System Event logs during the timeframe of the issue. The AACC system will send events to the Windows event logs that can provide helpful information about issues/problems.
Save a copy of the Windows Server Application and System Event logs in TXT format so that if you need to send these to Avaya, they can be easily opened.
2. Are there any error messages seen on the Agent's AAAD? It is critical to the investigation to document any errors (print screens are the best) with the exact words as seen in the error. If a print screen can be obtained of the error, these are very helpful.
Be sure to gather the Agent's AAAD log if there were issues reported by an Agent using AAAD.
How Locate Your AAAD Log:
Windows 7 PC path for AAAD Log
Start / Run / %appdata%
It will open a folder and you go up one folder from here. This will be the current logged in user.
From this folder, you will look for the Avaya. The go to Agent Desktop\Logs folder and copy the most current log.
Windows XP PC path for AAAD log
Document and Settings\UserName\Local Settings\Application Data\Avaya\Agent Desktop\Logs
If you don’t see the folder “local settings”, go to the toolbar, under tools, select folder options
Go to the view tab
Under the folder “Hidden files and folders”, select “Show hidden files and folders”
Click Ok
3. Are there any errors reported on the CM or the CS1K? Always remember if the issue is call related that your AACC system works with the CM or CS1K and you should check the PBX to see if any errors were generated at the time the issue occurred. If there were errors, record the exact errors in case you need to take the problem to Avaya Support.
Gather any CM or CS1K logs that show any errors during the timeframe the issue occurred.
4. Where there any changes in your AACC environment going on when the problem occurred? The AACC system relies on your network, it's CM or CS1K connectivity, and proper connectivity to any 3rd party applications so it is good to check for any environment changes that might have taken place when the problem occurred?
For example:
Where there any known router issues?
Where there any LAN issues?
Where there any Proxy issues?
Where there any VPN issues (if you are using offsite agent with CS1K this is critical)
Where there any Domain issues?
Where there any Active Directory issues?
Where there any hotfixes being applied to any of the AACC Servers?
If any new hotfixes were installed, remove the hotfix to see if the issue is resolved.
Where there any Anti-Virus Scanning occurring?
Anti-Virus scanning should not be done during peak hours. See documents for all anti-virus exceptions that are required on AACC.
Where there any NEW applications installed on any of the AACC Servers?
Was there any maintenance occurring on any of the AACC Servers?
Was there any maintenance occurring on the CM or CS1K?
Hope this helps someone!
Best Regards,
Danie Castillo - Solution Engineer – High Touch Support Services
