Troubleshooting the Avaya Aura
®Call Center Elite Multichannel deployment
During the deployment of Avaya Aura® Call Center Elite Multichannel using OVA, verify the following in case of errors or configuration failures:
• Call Center Elite Multichannel license data.
• AES IP address and Port number.
• Network parameters.
• Hostname of the server.
Log file for troubleshooting OVA deployment
When deploying the OVA, the application creates log file named ConfigureVM.log. The log file is located at C:\Program Files (x86)\Avaya\Avaya Aura CC Elite
Multichannel\Virtualization. This log file contains all the information required for debugging the OVA deployment.
Verifying the Call Center Elite Multichannel license data
Before you begin
Ensure that the Call Center Elite Multichannel is deployed.
About this task
Perform the following procedure to verify that the Avaya WebLM address is configured in the Elite Multichannel License Director.
Procedure
1. Open the CC Elite Multichannel Control Panel application.
2. In the left navigation pane, select License Director > License Keys and verify that the EMC server is receiving the license key from the Avaya WebLM server.
3. If the EMC is not receiving the license, reconfigure the WebLM configuration on the EMC.
a. Click Start > Run.
b. In the Run window, type services.msc and press Enter.
c. In the Services window, right-click ASLicenseDirector service and select Stop.
d. Click Start > All Programs > Avaya Aura CC Elite Multichannel > Server >
License Director > Edit ASLicenseDirector.ini file.
e. In the ASLicenseDirector.ini file verify the URL of the WebLM server and update the URL as appropriate.
f. Click File > Save.
g. Close the ASLicenseDirector.ini window.
h. In the Services window, right-click ASLicenseDirector service, and select Start.
Verifying the AES IP address and Port number
Before you begin
Ensure that the Call Center Elite Multichannel is deployed.
About this task
Perform the following procedure to verify that the AES IP address is configured in the TSLIB.ini file.
Procedure
1. Click Start > All Programs > Avaya AE Services > TSAPI Client > Edit TSLIB.ini file.
2. Verify the IP address and port number of the AES server. If the IP address is incorrect update the values to the required IP address and port number.
Verifying the network parameters
Before you begin
Ensure that the Call Center Elite Multichannel is deployed.
About this task
Perform the following procedure to verify that the Network parameters provided during OVA deployment are set on the virtual machine.
Troubleshooting
Procedure
1. Log in to the virtual machine.
2. Click Start > Network.
3. In the Network window, on the menu bar, click Network and Sharing Center.
4. In the Network and Sharing Center window, in the Connect or disconnectsection, click Local Area Connection.
5. In the Local Area Connection Status window, click Properties.
6. In the Local Area Connection Properties window, click Internet Protocol Version 4 (TCP/IPv4).
7. Click Properties.
8. In the Internet Protocol Version 4 (TCP/IPv4) Properties window, verify the following parameters, and modify the parameters if required:
• IP address
• Subnet mask
• Default gateway
• Preferred DNS server
• Alternate DNS server 9. Click Apply.
10. Click OK.
Verifying the Host name of the server
Before you begin
Ensure that the Call Center Elite Multichannel is deployed.
About this task
Perform the following procedure to verify that the Hostname provided during the deployment of OVA is set on the virtual machine.
Procedure
1. Log in to the virtual machine.
2. Click Start.
3. Right-click the Computer icon, and select Properties.
4. In the System window, in the Computer name, domain, and workgroup
settings section, verify that the computer name matches with the host name that Troubleshooting the Avaya Aura® Call Center Elite Multichannel deployment
you provided during configuring or deployment of OVA. If the host name does not match the host name that was provided when configuring the OVA, modify the computer name.
a. Click Change settings.
b. In the System Properties window, click Change….
c. In the Computer Name/Domain Changes window, in the Computer name field, modify the name with the host name that was provided when configuring the OVA.
d. Click Apply.
e. Click OK.
f. Click OK.
Changing the Hostname in the virtual machine
About this task
This section provides information on reconfiguring the virtual machine. You must reconfigure the virtual machine if the Hostname of the virtual machine does not match with the Hostname of the EMC Core or EMC IDS Server.
Procedure
1. Stop all the EMC services.
• For EMC Core, stop all the EMC Core services.
• For EMC IDS, stop the three IDS services.
2. Go to C:\Program Files (x86)\Avaya\Avaya Aura CC Elite Multichannel\Virtualization.
3. Double-click ConfigureVM.exe.
4. In the Elite Mutichannel –Network Configuration screen, provide the following information:
Parameter Description
Host Name Host Name of the EMC Full, or EMC Core, or EMC IDS Server.
IP Address IP Address of the EMC Full, or EMC Core, or EMC IDS Server.
Subnet Mask Subnet mask of theEMC Full, or EMC Core, or EMC IDS Server.
Default Gateway The default gateway IP address of the EMC Full, or EMC Core, or EMC IDS Server.
Troubleshooting
Parameter Description
DNS The Domain Name Server IP address
of the EMC Full, or EMC Core, or EMC IDS Server.
5. Click Next.
The system displays the Date and Time window.
6. Click Change time zone….
The system displays the Time Zone Settings window.
7. In the Time Zone Settings window, in the Time zone list, select the required time zone for the virtual machine.
8. Click Ok.
9. Click Change date and time….
The system displays the Date and Time Settings window.
10. Set the required date and time for the virtual machine.
11. Click Ok.
12. In the Date and Time window, click Ok.
The system displays the Elite Multichannel window.
13. On the Elite Multichannel window, in the Elite Multichannel – EMC Configurations screen, set the values for:
Parameter Description
Deployment Type EMC Full, or EMC Core, or EMC IDS AES Server Name/IP
Port Note:
If you add the AES Server Name or IP address, then you must add the AES Port number.
WebLM Server Name/IP Port
Note:
If you add the WebLM Server Name or IP address, then you must add the WebLM Port number.
14. Click Next.
The system displays the Elite Multichannel – Summary screen.
15. On the Elite Multichannel window, in the Elite Multichannel – Summary screen, review the information for the Call Center Elite Multichannel deployment.
16. Click Apply.
Troubleshooting the Avaya Aura® Call Center Elite Multichannel deployment
The system displays the Elite Multichannel – Progress screen.
17. When the configuration is successfully applied, click OK.
On the Elite Multichannel window, the system displays the following message:
Configurations applied. System will reboot now.
18. Click OK.
The virtual machine automatically restarts.
Troubleshooting