Avaya Support Forums  

Go Back   Avaya Support Forums > IP Office Contact Center

Reply
 
Thread Tools Search this Thread Display Modes
  #11  
Old 07-06-2016, 11:14 AM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default

Quote:
Originally Posted by schopdekar View Post
From the logs, there seems to be some issues.

=> Which was the IPOCC version from which you upgraded ?

=> Seems the network connection between IPO and IPOCC is going up/down, or the IPO Web Manager is going up/down. That is reflected as "connect timed out" in logs. This needs to be corrected. Can you please check the state of WebManager in IPO. You can view service state on IPO dashboard (port 7071).

=> Can you please check IPO Sync Service Configuration. If earlier this was working well, this should be correct, unless someone changed the credentials at IPO end.
The configuration is under PBX -> PBXServer -> Conf Access. Please verify the credentials. The port should be 7070 in case of IPO Server edition.

=> Sync Service received notifications from IPO related to User's. And these User's didn't had agent type set. Normally Sync Service discards there notifications, unless the User name matches that of an IPOCC Agent, in which case, it is an indication to remove Telephony of IPOCC Agent. That's why Sync Service deleted agents from IPOCC.
e.g. agent BCurmei
Sync service added this Agent in IPOCC (or enabled its telephony)
D6887d 14:29:55.397 TC_General Adding agent BCurmei
D6888d 14:29:55.398 ISS_DB_interact ISS: GlobalAccountDAO::addGlobalAccount, agentID com.tenovis.cc.base.CCIdStruct@270be048, Name BCurmei
D6912d 14:29:55.405 TC_General Add/Update done successfully in global account for BCurmei
D6913d 14:29:55.409 ISS_DB_interact ISS: PABXAgent::addAgent() Add database
D7062d 14:29:55.439 TC_General Agent BCurmei having guid 89F80A80482911DF9974204747987F5A Added in IPOCC
D7067d 14:29:55.446 TC_General Updating map after adding in PABXAGENT and GLOBALACCOUNT for BCurmei
D7068d 14:29:55.446 ISS_DB_interact ISS: addPABXDevice:: add Agent in DB
D7124d 14:29:55.461 TC_General Telephone extension 6321added/updated successfully for agent BCurmei



Later Sync Service received a notification from IPO
F1592d 15:00:17.363 TC_General SMAClientConnector.onMessage() Received notification...

This notification didn't had the user "BCurmei" marked as IPOCC Agent. Hence Sync Service removed Telephony of that agent from IPOCC.




=> One possibility is that that User's are being re-created in IPO, and this is causing the issue.
If the user's/Agents are being edited either from IPOCC or IPO it is better. Having them edited from both places can cause issues.
It is a fresh installation of IPOCC 9.1.7. Used the excel sheet to generate initial configuration, and import it. 1st time all agent was imported only in IPOCC, and the syncronization create its in IPO.

Anyway I'm going to doublecheck your suggestions. I appreciate your help!

Last edited by jtarjanyi; 07-06-2016 at 11:17 AM.
Reply With Quote
  #12  
Old 07-06-2016, 01:07 PM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default

=> Which was the IPOCC version from which you upgraded ?

New installation of 9.1.7

=> Seems the network connection between IPO and IPOCC is going up/down, or the IPO Web Manager is going up/down. That is reflected as "connect timed out" in logs. This needs to be corrected. Can you please check the state of WebManager in IPO. You can view service state on IPO dashboard (port 7071).

uptime: 25 day, so it is runnig.

=> Can you please check IPO Sync Service Configuration. If earlier this was working well, this should be correct, unless someone changed the credentials at IPO end.
The configuration is under PBX -> PBXServer -> Conf Access. Please verify the credentials. The port should be 7070 in case of IPO Server edition.


Initial configuration, and Anget in IPO are created by the sync, so I think is OK.
Reply With Quote
  #13  
Old 07-06-2016, 02:03 PM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default

Is the syncronization using IPO UserRight ?

I saw this in the log:

G7809a 23:56:27.247 TC_General Initializing Sync cache and updating map with all agents fetched from IPOCC DB
G7810a 23:56:27.247 TC_General +++++Setting default User rights
G7812a 23:56:27.975 TC_General User right Name :IP Hardphone
G7813a 23:56:27.975 TC_General User right Name :Application
G7825a 23:56:31.280 TC_General User rights updated successfully
Reply With Quote
  #14  
Old 07-06-2016, 10:51 PM
rdagur rdagur is offline
Whiz
 
Join Date: Dec 2014
Posts: 49
rdagur has 10 reputation points
Default

HI , as you mentioned you install IPOCC 9.1.7 you should need to use same name (spelling of agents) in ipocc and ipo both.
Reply With Quote
  #15  
Old 07-07-2016, 01:18 AM
jtarjanyi jtarjanyi is offline
Brainiac
 
Join Date: May 2012
Posts: 95
jtarjanyi has 10 reputation points
Default

Quote:
Originally Posted by rdagur View Post
HI , as you mentioned you install IPOCC 9.1.7 you should need to use same name (spelling of agents) in ipocc and ipo both.
I did not administered Agnets in IPO, just let the Syncronization to do that.
Reply With Quote
  #16  
Old 07-07-2016, 02:27 AM
schopdekar schopdekar is offline
Whiz
.
 
Join Date: Aug 2015
Location: Pune, India
Posts: 40
schopdekar has 10 reputation points
Default

Quote:
Is the syncronization using IPO UserRight ?

I saw this in the log:

G7809a 23:56:27.247 TC_General Initializing Sync cache and updating map with all agents fetched from IPOCC DB
G7810a 23:56:27.247 TC_General +++++Setting default User rights
G7812a 23:56:27.975 TC_General User right Name :IP Hardphone
G7813a 23:56:27.975 TC_General User right Name :Application
G7825a 23:56:31.280 TC_General User rights updated successfully
It fetches user rights from IPOL, and applies only on a specific SIP extension (not on Users/Agents)

Last edited by schopdekar; 07-07-2016 at 02:50 AM.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 03:18 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.