Selecting the Server tab

3. For each ADU server defined in the installation:

a. Right click on the associated ADU entry and select Edit....

b. In the resulting dialog select the ADU tab.

c. Right click somewhere on the background of the resulting page and select Show advanced properties....

d. Scroll down until the Subcontainer instances... button is visible and click the button.

e. The default value for the email

subcontainer is represented by the entry email.4 where 4 is the default number of allowed subcontainers for the email channel. Increase this number to an appropriate value and select OK. It may take some experimentation to arrive at an appropriate value based on the email traffic volume and the length of time it typically takes to complete an email contact. When determining the new value keep in mind that the associated ADU server will require additional memory for each additional

Symptom Possible cause Solution

General problems

Multiple agent login IDs for the same agent.

In the input page of agent related historical reports, the old login ID will appear deleted while the new login ID for the same agent will appear active.

IC Agent

administration in IC Manager allows the agent login ID to be modified. When this happens, OA will maintain two independent agent records that belong to the same agent.

Ultimately, both real-time and

historical reports will display two separate agent records without combining the two agent data since agents are

distinguished by their login IDs in OA. Until the real-time interval rolls over, the

real-time agent reports will continue to display as separate agents.

When changing an agent login ID, delete the agent and then re-add the agent with the new login ID.

Symptom Possible cause Solution

Assigning a previously used login ID to a new agent may cause agent data to be misidentified.

IC agents are

uniquely identified in the OA database by their login ID, which is stored in the

AgentLogin field in various tables. If an agent is deleted, and later a new agent is added using the same login ID, OA considers them the same agent. The display name for the old agent will be

To avoid this situation, do not assign a previously used login ID to a new agent.

Agents that are in a working state during a pump-up will be put in the unknown state.

Works as designed. No action required. All time that the agent spends working on the contact that they were assigned to during pump-up will be captured in the unknowndur for the agent. If the agent changes focus to work on a different contact that has been assigned after pump-up they will go to the working state. If the agent changes their focus again back to the original contact that they were working during pump-up, they will again return to the unknown state. When the agent finishes all work for contacts that existed at the time of pump-up, they should not go to the unknown state unless an attempt is made to put the agent in a working or wrap-up state and the contact assigned to them does not exist in the real-time DataManager.

VOIP calls are not included in the voice queue.

Works as designed. No action required. All VOIP calls are included in the channel.voice.default queue.

Symptom Possible cause Solution

General problems

On Solaris systems, a second “firewall”

authentication prompt may appear when the first report is launched a browser window. The immediate workaround is to complete the authentication prompt window with the login/

password used during initial report login. This will not occur in the same browser window after the firewall has been authenticated.

The Report subsystem server and the Report client machine may reside in different domains.

The report user is being asked to authenticate into the new domain.

Use a fully qualified host name of the report server to access reports

Verify the Report server and Report client are in the appropriate trust relationship.

The Sun ONE Web Server (formerly iPlanet) is not installed with a fully qualified name.

Verify there is a file http-[fully qualified host name of the report server] under

$SUN_ONE_HOME (as opposed to http-[the short host name].

For instance, if the fully qualified host name of the report server is "peak1.domain2.com", then

"http-peak1.domain2.com" is correct and

“http-peak1” is not correct. If the short name was used during installation, reinstall the Sun ONE Web Server and the OA Report subsystem.

No agent data in reports or some agent data is missing.

Agents are not properly configured with the role of Agent in IC Manager.

Verify that the role of Agent is selected in the agent's Security tab properties in the IC Manager.

IC Agent ADU servers are not running.

Verify the status of the IC agent domain ADU servers. They should be up and running.

IC Agent ADU failover strategy is not correct.

Verify the IC system failover strategy for agent domain ADUs. The agent ADU server for the agent data in question may have failed over to an ADU server in another domain. Agent ADU servers must not be allowed to failover to ADU servers in

domains that are not monitored by OA Event Collectors.

EC server may not be configured to monitor the correct agent ADU domains.

Verify the list of monitored domains for EC server under the EventCollector tab for EC server in IC Manager. Also verify that a single domain has not been selected multiple times.

Misconfigured IC

system. Verify that the IC system is configured in IC Manager as directed in Avaya Interaction Center Release 6.1 Installation and Configuration.

Symptom Possible cause Solution

Real-Time tabular and graphical reports may occasionally fail to refresh based on the load of the Real-Time data web server and the report refresh interval.

The user sees a

"Cannot Find Server"

or "The page cannot be displayed" error, which is displayed in the web browser.

Third-party software constraint.

Refresh the web page via the Refresh toolbar button. To make this problem less likely to occur, use slower refresh rates or run fewer reports per web server. Graphical reports may stop refreshing.

The communication between the

Real-time and Report subsystems are not working temporarily.

Close the browser and re-start. If the problem persists, verify that the Real Time and Report subsystems are operational.

Browser window

disappears Insufficient graphics

memory To run the graphical reports, your graphics adapter should have a minimum of 8MB in memory. When the graphics adapter does not have enough memory, you may experience losing the browser windows after a graphical report has started. It is also possible that the browser window may disappear before the report has fully launched.

Upgrade the graphics adapter.

Insufficient virtual memory (swap space)

If the amount of RAM on your PC already exceeds the minimum requirement for the virtual memory space (700 MB or more), it is not necessary to change the virtual memory space. If does not meet the 700 MB minimum, you must increase virtual memory to 700 MB or greater. To change the virtual memory: