atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Reporting for Call Center Issues

Call Pilot 150 3.1
Enchanced Call Center
Reporting for Call Center
MICS (not sure but I think 6.1 XC)

Customer reports that all reports contaain no data. IP view shows real time stats, but resets to 0 calls in cue every 5 minutes or so, then shows calls in cue again.

I've had my Nortel guru (former Nortel tech)log in to the server remotely and look into it and says he sees nothing wrong in the configuration.

The customer is getting frustrated as this has been going on for a 2 weeks and they rely heavily on reports.

They have CP back ups, but we don't want to resort to that unless we know that is is absolutely necessary so they don't loose the data.

Any ideas????????

The RCC software is flaky at best. Are you sure there's no other software running on the server? No antivirus, etc?

I've had problems where the RCC software "loses" skillsets - which results in no data for the reports. I've had to delete the skillsets and rebuild them in the past...

I haven't seen anything like that yet. The news I'm hearing now is that they need to roll back java on the server.

Funny thing is that he went in on Saturday to do a back up on the Call Pilot and it started working again, but there may be lost data between the day the data stopped flowing to the day he ran the back up.

He was going to restore a previous back up and decided to back it up first before rolling the data base back to the old back up. Go figure...

I'm still not sure that we're out of the woods. And I don't like it when the customer fixes their own issue while we are out here flailing for a solution!!!!

Jack - Make sure the pc has not been updated (i.e jave, firewall turned on). I have three company's with RCC and no problems. They are running java 1.4.2, latest CP software and original RCC software from CD.

I meant java not jave. Sorry.

I'll look into that. I think they are already rolling back Java.

Here's a stange update:
The customer started a back up with the intent of restoring the CP to a previous back up. The ACD data started flowing once the back up was finished. He never had to do the restore. Funny thing is, though, he had already reset the CP, the KSU, the RCC server and everything several times prior to this. And he lost all the data from the period it was down. Go Figure......