AACC: Avaya Agent Desktop outbound not working

Doc ID    SOLN252702
Version:    5.0
Status:    Published
Published date:    26 Nov 2018
Created Date:    02 Jul 2014
Author:   
Marie Fe Vanzuela
 

Details

AACC all version

Problem Clarification

The avaya agent desktop application does not start  or does not let you login. thus Avaya outbound is not working.
On the contact center server ccha we noticed that the CCT services (NCCT TAPI connector service.

ACDPROXY service and TAPIsrv) keep restarting.

OR

CCMSOAM_CMF, ASM, SIP service bouncing

Cause

CCT services started to bounce, leaving the cmf-oam link unstable, this condition lead to CCT server and CCMM servers to become out of sync that caused the issues with the Outbound contacts and agents

 

Solution

Restart the CCMS_OAM_CMF &CCMS_NBMSM service on the AACC without impact call processing:

  • Shutdown CCMM services using SMCU
  • Shutdown CCT services using SMCU
  • Stop the following services on the CCMS through the Windows Services NOT!!!!!SMCU
  • IF you do it through the SMCU you will crash the server!
  • CCMS_OAM_CMF it will bring down the CCMS_SIP services as well
  • CCMS_NBMSM
  • Doesnot impact call processing if done correctly.
    Startup
  • Start the CCMS_OAM_CMF Services
  • Start the CCMS_SIP
  • Start the CCMS_NBMSM
    (Using the Window Services)
  • Start the CCT services using SCMU
  • Start the CCMM services using SCMU
    Test

          The issue was solved with a server reboot.

OR

Upgrade to AACC 7. 0 FP3


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