Kalahary-Harry

Are all services on the Symposium server running?
Are all the CDN's and phone sets acquired?
Are all the ACD's in tact?
Are all the agent configs, scripts etc in tact?
Is the link up between PBX and Symposium server?
Any changes on your IT network?
Any windows updates that may have interfered with your Symposium server?
Any antivirus that may interfere?
Have you activated / de-activated automatic log in on your ACD?
What error messages do you get on the PBX / Symposium server?

Assuming that the agents follow the correct log in procedure I would start with the above questions.

Rachelle

Harry is right! That is the best list to follow. Post back any other error messages that may give more information.


rlc

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Cadavre

Hi,
i'm very knew with Symposium. But here's the situation:

- Are all services on the Symposium server running?
YES The problem is some time in the day people get the error "Time Loggin Exceed" for no apparent reason.

2- Are all the CDN's and phone sets acquired?
When i look in Symposium it's say that all my TN have been acquired.

3- Are all the ACD's in tact?
Could you provide me with more on this one please ?

4- Are all the agent configs, scripts etc in tact?
Could you provide me with more on this one please ?

5- Is the link up between PBX and Symposium server?
Yes Everything is working as it should. Except for the "Time Loggin Exceed" of course.

6- Any changes on your IT network?
Our Symposium server has just been update to the latest patch version. Not by us! But by professional...

7- Any windows updates that may have interfered with your Symposium server?
No. Every single updates has been previously approved by Bell before being install.

8- Any antivirus that may interfere?
No antivirus is install on this server.

9- Have you activated / de-activated automatic log in on your ACD?
Where do i check this option out ?

10- What error messages do you get on the PBX / Symposium server?
I don't seem to get any special error messages. Or i'm not looking at the right place.

Thanks again for any help!

Kalahary-Harry

Hi Cadavre

3 above: What I meant by that is to check that all the ACD-DN's referenced on your agent phone's KEY 0 still exist. Print all agent sets, you will see KEY 0 nnnn 0 mmmm (n = ACD-DN / m = Position ID). Then print out all those ACD-DN's (in LD 23). Even though with Symposium call routing does no longer consider the ACD-DN, it must exist if an agent phone references it on KEY 0. In theory you should not be able to OUT an ACD-DN that is referenced on a KEY 0, or you should not be able to configure KEY 0 with an ACD-DN that does not exist, but stranger things have happend.

4 above: Items I would check first are that ALL application that are in use and referenced by either the master script on other scripts are in fact ACTIVE. Start by viewing the master script, then work your way through the rest. Also make sure that the skill sets that are assigned to agent ID's are still in tact.

9 above: the prompt for this is set in LD 23, ACD-DN:
ALOG (NO) YES Provide Automatic Log In for agents on this DN.
Set to YES for Meridian Mail applications. ALOG applies
only to Command and Status Link (CMS) and Data
Service Access Codes (DSAC).
Prompted if IMS or ISAP = YES

If for some reason this was previously set to YES, and has now been set to NO, agents who are unaware that they have to follow a different log in proceedure may just enter their agent ID and then wait for the log in to complete. Again, strictly speaking Symposium over rides this, but won't hurt to check it out. And as the administration guide suggests, this is not used for people agent log in. It's supposed to log in "agents" for MMail or Call Pilot ACD-DNs and so on, at least that is how I interpret it.

You should have an M1 Administration guide. Even though by using Symposium your ACD-DN config is not critical, the more you know about it, the better. Remember, if your Symposium server fails for what ever reason, all phone sets and CDN's are automatically de-acquired by the PBX, and you're suddenly using BASIC ACD routing. I've always tried to match up call centers as close as possible on the BASIC ACD side as it was set up on Symposium, for redundency purpose. Every critical skill set on SCCS also had a corresponding ACD-DN, playing the same RAN messages with the same timers, and all the CDN's had the DFDN matched up to be the ACD-DN that on SCCS side was the skill set. Hopefully it never happens, but when it does, you will be very happy to tell the call center to log out, and just log in, each agent to a relevant ACD-DN that matches their skill set. For one customer we had to routinely test that scenario. All supervisors had a skill set to ACD table. At random times we came in, shut down the services on SCCS and sent a message to the call center that ther server had failed. Any way, that has nothing to do with your problem..

In the absence of error messages - and you should check both sides: PBX and Symposium, I would be VERY concerned. When the error occurs, you should see errors on either the PBX and/or Symposium (log on as administrator and view the error logs). If there are none, sound the general alarm bell.

Here is what gets my attention: you mention above that your Symposium server has just been updated. Do you mean that patches were installed for Sympoium, or Windows? Assuming the first one, did the error occur before the patches were installed, or only after?

If I was you, I would fast track this problem and get your vendor to come in ASAP. Let them do a full back up of your Symposium data bases during a quiet time, and start with a proper shut down procedure and reboot the server. If the problem continues, get lot's of coffee and potato chips, because then you will spend many hours trouble shooting hardware, network and software. Reason I would get the vendor involved is that if you have corruption some where, your Symposium may not come up properly, and by then it's too late to call in the troops.

There is of course one other thing to check: you must confirm that your LICENSED positions match up with actual configured positions, again both sides: PBX and Symposium. Look for agent licenses, which refers to the POSITION ID on phone sets, and not the actual number of agent ID's. I've seen this happen before, it causes all sorts of weird and wonderful errors and problems. I always wondered how people managed to confiugre more positions than they have licenses, but that is a topic for another discussion

Cadavre

Hi,
there's one part that's puzzling me! You are talking about LICENSED. So this is what i get in Symposium:

Note: I have the french version. So i'm not really sure sometimes how it's call in english.

Active Agent
It's says that we have 10 bought and everything else says NA

Agent Position ID
Configure value= 100
Bought value= NA
Mesure value= 16
System value= 4500

So does it makes sense? And how do i check in the PBX the licensed part?

Thanks again!

Kalahary-Harry

Hi Cadavre

Ok, on the PBX, go to LD 11 (or LD 10 / LD 20 will give you the same info). As soon as you hit <CR> (enter), the screen shows a bunch of parameters. One of them refers to agent licenses - available nnn - configured mmm - total yyy. On the PBX side availabe refers to how many position ID's you have open, configured means physically configured, total is the sum of nnn+mmm and = purchased. In your case, total should be at least 16, maximum 100. I am not able to dial up to a PBX rigt now else I would show you an example.

Then on the Symposim side:

Active Agents: means how many active agents your system is looking at in terms of simultaneous log in. Your value is set to 10, so only 10 agents are considered at any one time.

Agent Position ID's: that is where the licenses come in. According to those values, you have purchased 100 licenses, the system has measured 16 PHONE SET POSITION ID's, you can go up to 4500 (WOW!).. he he.

Once you have verified that your PBX agent licenses are at least 16 or more, you can increase the ACTIVE AGENTS to match. Before you do that though, make sure that you have sufficient data base space available. Towards the bottom of the screen in the Symposium configuration (where you viewed those parameters), it lists the required DB space and available DB space. The parameter for ACTIVE AGENTS is not a licensed setting, but if I remember correctly it does influence how many agents can log in at the same time, or at least you may lose some stats if more than 10 agents are logged in.
I must appologize, my PC with all the NTP's is in storage, so I can't go and look up, but I am pretty sure about the above.

If you are not comfortable to increase the ACTIVE AGENT parameter, ask your vendor to do it for you. Or check your administration guide for the exact description of steps to follow. I haven't done this in a while and don't want to give you bad advise .
You will see a bunch of those parameters in the Symposium configuration, where you set up the WHAT to report on / look at, HOW MANY to report on / look at etc. For example you set up CDN statistics or DNIS statistics in the same way. The higher you push the configured values, the more DB space Symposium allocates to store the info. As soon as MEASURED VALUE exceeds CONFIGURED VALUE, your stats go wack, and to some extend you may also experience misoperation of calls. SYSTEM VALUE is the physical limit you can go up to.

I hope this all makes sense to you..

Cadavre

Hi,
thanks to you too. It was indeed that we only had 10 licence. So i had to call and ask for a price for 6 more licence.

Thanks again for the help!

Kalahary-Harry

Sure thing..