A: The easiest way to find out, is to make yourself a Supervisor in one of the UCC's and then type a chat message to a UCC endpoint "version". The UCC will respond with the current version.

Alternatively, you can go to the Anywhere365 Server:

Navigate to the install directory:

Right click on the Wsp.Anywhere365.Ucc.exe

Now choose for properties and then review the Details tab.

A: The UCC logs can be found (default location) in

A: In the logs.xml file there is a parameter called <file value="logs\ucc_log.txt"/>. This can be changed to a destination of your choice (<file value="D:\UCClogging\ucc_log.txt"/>)

A: Yes, in the logs.xml file there are two parameters for the file size and amount. To adjust the file size, you can change the value of the <maximumFileSize value="10MB"/> parameter.

To change the maximum amount of files you can change the value of the <maxSizeRollBackups value="5"/> parameter.

A: Login to the Azure Portal and navigate to Azure Active Directory. Your tenant ID is visible on the overview page of Azure Active Directory.

A: The default API limit is maximum 100 presences per request with a maximum of 2 requests per second per account. This is based on the official Microsoft Graph Documentation.

A: The UCC has to query the domains in the tenant. This can only be done with the Directory.Read.All permission. The permission is not used to query any other information.

A: To improve performance, the user basic information is stored in a cache file on disk in the UCC's cache folder. Using a cache has the advantage that the UCC doesn't have to rescan the Azure Active Directory after a restart. The following user information is stored in the cache file:

• UserId

• DisplayName

• TenantId

• UserPrincipalName

• GivenName

• Mail

• OfficeLocation

• SurName

A: Without the permission, the UCC cannot query the user's presences.

A: The UCC stores the Graph API refresh token encrypted in the cache folder of the UCC. When the cache is cleared, authorization steps must be performed again.

A: This depends on the tenant configuration. The following is based on the default settings. After the UCC service has stopped, the authorization will be valid for 90 more days. When the UCC is started within 90 days, the UCC will refresh the authorization token and claim another 90 day access. Only when the UCC or presence source has stopped for more than 90 days, the authorization will become invalid and you have to sign in again. The authorization expires when a user account password expires or has changed.

A: The license file can be replaced in 2 simple steps.

1. Replace license in folder on the application server

   6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\

   6.0: C:\Program Files\Anywhere365\Core\

   5.0: C:\Program Files\UCC\

2. Restart the Unified Contact Center Service on the application server.

A:

1. Go to the application server which hosts the UCC.

2. Open the config.xml file of Anywhere365 in notepad.

   6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

   6.0: C:\Program Files\Anywhere365\Core\Config.xml

   5.0: C:\Program Files\UCC\Config.xml

3. Remove <UnifiedContactCenter.. </UnifiedContactCenter>

4. Save config.xml

5. Wait till you see the line in the logs:

   INFO - ucc_.. UCC ucc_.. Terminated

   1. When this step fails a restart of the service is required. Follow the steps below before restarting the service.

6. Add <UnifiedContactCenter.. </UnifiedContactCenter> back in the config.xml

7. Save config.xml

8. Wait till you see starting heartbeat in the log.

A: The network operation has failed with message: "CryptSignMessage failed with error 50". This means that the certificates aren't correct. Reassign the certificates and the problem will be solved.

A: The SFB Mediation server has a setting "RTCPActiveCalls" which disconnects a call when there is no sound for longer than 30 seconds. You can disable this setting and/or add the "EnableMusicOnHold" setting on the UCC settings page.

A: There could be many reasons for this issue. The most common one is that audio is disabled. In the UCC log, you should see this:

DEBUG ucc_name - ucc_name Presence change: sip:username@domain.com : Away : 15500 : : Computer : SameEnterpriseText Enabled,Audio Disabled,Video Disabled.

To solve this issue: simply attach a working audio device, such as a headset or standalone microphone or enable the audio device.

A: To use the Anywhere365 software it is crucial that the UCC is responding. In the case it is not, the priority is to restart it before analyzing the cause. Restarting can be executed on the server hosting the UCC and restart the Service via the Services window. When the UCC service is restarted, it will be up and running again in seconds.

To understand the cause of the unavailability of the UCC, the log files of the UCC can be examined. The log files will consist of the reason of unavailability of the UCC. If not the log files can be send to the WORKSTREAMPEOPLE Support Desk for detailed analysis.

A: Call Distribution is elementary for the working of the UCC.

When agents notice that there are several calls in the queue, but no one (or only a couple) receives them, there can be a problem with the UCC or with the setup of agents.

• Step 1. Verifying there are agents in the queue. There must be informal agentsWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. or signed-in formal agentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. assigned to the queue. The agents can be reviewed on the UCC settings page.

• Step 2. Reviewing the log file. Look for the “presence change” line in the log. Each time an agent switches status, the UCC notices it. The lines you’re looking for should look similar to this:

 2014-11-24 08:04:27,251[84] ucc_name DEBUG - ucc_name Precence change: sip:agent01@domain.com : Online: 3500 : : Undefined,SameEnterprise,TextEnabled,Audio Enabled,Video Enabled,

When the agent switches status from Online to Busy, and back to Online, you should see this in the log. It can occur that the change in presence isn’t noticed by the UCC. In this case, the agents should log off and logon on their Skype for Business or Microsoft Teams Client. Mostly this solves the problem. Another common issue is that the Audio of the agent is disabled. Than the agent should unmute their audio device or plug in a headset on the client.

Most common situations

• The agent does not have a working audio device attached and thereby not audio enabled

• The Skype for Business or Microsoft client is not able to reach the server due to network latency or PC related issues.

A:

Option A : When your SIP address has not the same domain as the UCC the presence cannot be set.

Option B: The user endpoint is not registered properly in the front-end server.

When starting the UCC this line will appear in the log:

UserEndpointHelper:Establish: user endpoint failed: sip:username@domain.com 

The endpoint was unable to register. See the ErrorCode for specific reason.

Option C: If an agent is added to the In- and/or outbound (InterceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents.) UCC. There is no endpoint registered on the user then also no forwarding information of this agent is available then.

When the user is added in another UCC which is not in- and outbound the user endpoint is registered there and the Reason Codes will work.

A: When the callers aren’t routed to the right Skilled agents, the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions should be reviewed. The flow of the question can be checked by opening the UCC settings page and go to IVRQuestions.

The second check (if the flow is setup correctly) is to check the skills on the Agents Skills page. On this page the right Agent-Skill combination needs to be checked.

The last step will be reviewing the log file and look for a line like this:

2014-11-2413:10:34,950 [56] ucc_name INFO -adc1f650-49f2-4fa6-a75e-0344e022fd34 Set Skill: SKILL
2014-11-2413:10:34,954 [56] ucc_name INFO -adc1f650-49f2-4fa6-a75e-0344e022fd34 Set ivr path: -1
2014-11-24 13:10:34,955[56] ucc_name INFO -adc1f650-49f2-4fa6-a75e-0344e022fd34 Set in Queue
2014-11-2413:10:34,986 [75] ucc_name DEBUG - adc1f650-49f2-4fa6-a75e-0344e022fd34 InitIVRQueueHoldWma
2014-11-2413:10:35,928 [78] ucc_name INFO -ucc_name ##################READY FOR HUNT############

In these lines you can see the chosen Skill and the followed IVRpath. After this, the UCC starts to hunt for an agent. You will see which agents are hunted and so you can review your settings.

A: A table repeatedly gets created with the wrong schema. For example db_owner instead of dbo. Removing of the table does not solve this issue.

When this occurs. Execute the following in SQL management studio on the Anywhere365 database:

"ALTER SCHEMA dbo TRANSFER [domain\user].tablename"

This will alter the schema of the table to dbo.

A: In certain scenarios it has come to our attention that clients experience a situation where the calls are not visible / received by the Anywhere365 UCC. This can be verified by reviewing the Anywhere365 UCC logs. In such cases, this usually means that the Skype Frontend server(s) are unable to reach the Anywhere365 UCC. This could be either related to port(s) being blocked by the firewall or connectivity issues between the Skype Front end server and the Anywhere365 UCC. The easiest way to troubleshoot this problem is by disabling the firewall on both the Skype Front end server and the Anywhere365 UCC server and test again.

A: Most likely the UCC cannot call to a phone number because of the Voice Policy and/or Dial plan.

Make sure the UCC Application Endpoint got the correct Voice Policy and Dial Plan.

This can be done with the following PowerShell command

Grant-CsVoicePolicy -identity sip:<name>@domain.com -PolicyName "appropriate_policy_name"

Repeat for each endpoint

A: The music can be activated in 3 simple steps.

1. Upload your music file in the Audio filed

2. Create a new Playlist and select your music file.

3. Create a new setting (QueuePlaylist / OnHoldPlaylist) and select your Playlist.

A: This is most likely because the agent's client is sending music on hold. If the UCC detects the client is sending music on hold, the UCC will not start its own music on hold.

A: Add regestry key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Anywhere365 UCC\Performance

FileMappingSize DWORD, decimal:1048576

A: In case of maintenance / restart / reboot of a relevant Skype Front-end server, the Anywhere365 UCC and Interceptor will try to reconnect. But is some cases may require a service restart as well. Make sure you restart the services and follow the logs to confirm operationality is restored again

A: Starting from UCC v 6.1 and up there is a quick method to check if agents in a specific UCC are experiencing subscription issues and to reset them if necessary.

In the SharePoint site do as follows;

• Go to Agents -> List -> Modify view

• Select "SubscriptionState" and save by hitting "OK"

In case the problem with the Skype subscriptions (re)occurs, you can verify this in the "Agents" page.

You can then edit the Agents list and clear the "SubscriptionState" field for the agents that have a Skype subscription issue. Once cleared, a new attempt to subscribe the agents will be performed.

A: Enterprise Plus license supports the ability to run multiple UCCs over multiple dedicated UCC Services to avoid disruption of other UCCs when a restart is required.

A: When experiencing this error, it means the file is blocked because it was extracted from a zip file that was locked. You need to unlock and unzip again.

A: First check if SharePoint is working properly, also check the SQL server where the content database is running is working properly.

Additional you can add the setting "UpdateSettingsTimeout" to the SharePoint Template Settings list. This will reduce the traffic going to SharePoint. For example set it to 60 (seconds).

A: You can enable this by adding the setting "EnableDTMFToInitiator" as true in the SharePoint Template Settings list. This will enable that the DTMF tones are also send to the customer.

A: This is because the Skype client doesn't do a merge, but disconnect the call and setups a new call to the UCC.

To solve this, instead of using the consult option in the client, call the UCC from the client (this will put the customer on hold) and use the transfer button.

A: This is usually caused due to performance issues on Skype for Business where the SQL database causes high latency.

A: This is caused because the agent's presence didn't turn busy. Alternatively if you need a workaround,you can set WaitForAgentBusyTimeout to a very high value (for example; 86400 seconds (24 hours).

A: When seeing the following error in the UCC logs;

ERROR - System.FormatException: The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.
at System.Convert.FromBase64_Decode(Char* startInputPtr, Int32 inputLength, Byte* startDestPtr, Int32 destLength)
at System.Convert.FromBase64CharPtr(Char* inputPtr, Int32 inputLength)
at System.Convert.FromBase64String(String s)
It usually refers to the fact that the CrmPassword is not encrypted. In such case use the PasswordTool to encrypt your password.

A: When there is a delay in setting up the call connection you will find this in the UCC logs;

2018-08-30 02:12:12,121 [65] ucc_xx DEBUG - 19924766-53ce-49ef-adc8-6d81289a13e1
CustJoin, took 00:00:21.55 seconds
…………
2018-08-30 11:11:11,111 [66] ucc_xx DEBUG - 3e847045-cadf-4457-8e20-1d87dfe2ad2e
CustJoin, took 00:00:21.77 seconds
…………
2018-01-30 22:22:22,222 [9] ucc_xx DEBUG - f94b3f7c-1745-43cf-86a8-0032287537ff
CustJoin, took 00:00:21.61 seconds
…………

If the above is found in the UCC logs, where the Customer Join takes 21 seconds or more, review the Skype Front-end SQL performance.

A: When below error pops up in the UCC logs, it means the Skype Front-end is having issues;

2018-xx-xx 11:11:11,111 [11] ucc_xxx ERROR - 3b78b026-74cd-4356-83e3-ec4dc935e685 KeepAlive:
error The application was timed out of the lobby., at
Microsoft.Rtc.Signaling.SipAsyncResult`1.ThrowIfFailed()
at Microsoft.Rtc.Signaling.Helper.EndAsyncOperation[T](Object owner, IAsyncResult result)
at System.Threading.Tasks.TaskFactory`1.FromAsyncCoreLogic(IAsyncResult iar, Func`2
endFunction, Action`1 endAction, Task`1 promise, Boolean requiresSynchronization)
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at
System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task
task)
at oq.ct.d()

A: To prevent this issue, use the PurgeAppEndpointUserDataFromPSD.ps1 tool from the Skype for Business 2015 Resource Kit. More information can be found:

https://docs.microsoft.com/en-us/SkypeForBusiness/troubleshoot/server-conferencing/conference-operation-fail

A: The speak root node together with the xml document header can be rather bulky, so Anywhere365 Prompt Markup Language infers it based on your UCC configuration.

The following configuration

The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings expands automatically to something similar to the following (exact details depend on your UCC settings):

<?xml version="1.0"?>
<speak version="1.1"
xmlns="http://www.w3.org/2001/10/synthesis"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.w3.org/2001/10/synthesis
http://www.w3.org/TR/speech-synthesis11/synthesis.xsd"
xml:lang="en-US">
The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings
</speak>

A: Different SSML providers have different rules for what types of audio files they allow, and how they should be available. Anywhere365 Prompt Markup Language adds an additional title attribute to the audio node that is interpreted by the Anywhere365 rather than the SSML provider. This allows Anywhere365 to also play files from your SharePoint Library.

A: You can go to the Front End Server:

C:\Program Files\SipInterceptor folder and right click on the Wsp.Anywhere365.SipInterceptor.exe

Now choose for properties and then review the Details tab.

A: Most likely your Global VoicePolicies are limited. By default the UCC gets the Global VoicePolicies, and will use these to do the Call.

Grant the all the UCC ApplicationEndpoints a VoicePolicy, which are able to do a PSTN Call.

A: Yes you can change this by doing the following steps:

1. Navigate to the Audio directory

   6.3: C:\Program Files\Anywhere365\Core\UCC\

   6.1: C:\Program Files\Anywhere365\Core\

   5.0: C:\Program Files\UCC\

2. Overwrite "dialtone.wav"

   Note Create a backup.

3. Restart the UCC Service

​A: From Core 8.0.5 and onward (on earlier 8.0 versions Dialogue Studio is only available under Enterprise+ license):

• Reception: not available

• Workgroup: not available

• Corporate: default off, option via license

• Enterprise: default off, option via license

• Enterprise+: default on

​

How are existing licenses handled?

If you have a licenses that is generated with an earlier version of the License Builder, Dialogue Studio will be:

Enabled if you have an Enterprise+ license

Disabled if you have any other license

​

​How to see if Dialogue Studio is enabled in the License?

​<?xml version="1.0" encoding="utf-16"?>
<License xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="ANYWHERE365 UCC">
<Enable_DialogueStudio>true</Enable_DialogueStudio>
</License>​

Consult the license file for Enable_DialogueStudio. If this is missing, you have an old license and DialogueStudio will only be enabled for Enterprise+.

​A: This means that there are multiple connections to your instance of the Dialogue Studio plugin for the specific UCC.

​A: The first version of our plugin API and dialogue studio is build to support only one-on-one calls for the InDialogue phase and all phases after. These limitations are introduced because it takes a long time to test all the possible scenarios with invites, supervising and all other cool features. We wanted to let everyone enjoy our Dialogue Studio despite these limitations and they will disappear in the over time. Thanks for the understanding.

​A: The first version of our plugin API and dialogue studio is build to support only one-on-one calls for the InDialogue phase and all phases after. These limitations are introduced because it takes a long time to test all the possible scenarios with invites, supervising and all other cool features. We wanted to let everyone enjoy our Dialogue Studio despite these limitations and they will disappear in the over time. Thanks for the understanding. ​​

A: Check the input for the node that returns the error. Make sure there is a session object in the message when using the Anywhere365 Dialogue Studio components. When you wan to know the input you can connect a debug node to the output of the node in front and log the full message by changing it's configuration.

​​A: DialogueStudio requires an Enterprise+ License. If you do not have this License, the Plugin will fail to load, printing an error similar to the following:

2019-12-13 10:46:33,474 [6] UccStarter ERROR - Wsp.Anywhere365.Ucc.PluginFramework.PluginValidationException: Unable to load plugin-in Name: NodeRedPlugin, FullPluginPath: C:\data\plugins\NodeRedPlugin\UccPlugin\Wsp.Anywhere365.Ucc.NodeRedPlugin.dll, IsIdentityPlugin: True, Uccs: ALL (1.0.0.0:). Plug-in NodeRedPlugin requires license EnterprisePlus but current license is Corporate

A: The can mean the transcriptor is not yet configured, Learn More

A: Open "Program and Features" in Control Panel. Behind "Anywhere365 Reception Attendant" you can see the current version, also of all the plugins.

A: The log file can be found at

%Appdata%\WORKSTREAMPEOPLE\Attendant\Logs

A: This mostly means that the LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. or Skype for Business client has crashed in the background. The Attendant will then try to restart the Lync or Skype for Business client, but this will not always succeed. Crashes occur regularly when the Lync or Skype for Business client is not up-to-date.

(> v15.0.46xx.xxx)

A: Yes, you can. Simply add the /EWS/Exchange.asmx URL to the Exchange Settings and hit save. (Attendant versions higher than v3.1.15075.1 will load agenda items, starting with today, instead of the first of each month)

A: If the Attendant is not responding, the attendant can be restarted by using the shortcut on the client desktop.

If this is not working, the log file needs to be reviewed, to find the cause. In most cases it is because the Lync or Skype for Business client in the background didn’t respond and therefore the Attendant stopped too.

Log location:

%Appdata%\WORKSTREAMPEOPLE\Attendant\Logs

A: Make sure the Lync/SFB client is in suppression mode. (This will be done automatically, if the correct version is selected during the installation.)

You can set the suppression mode manual by:

1. First starting the Lync/SFB client

2. Start the Attendant.

3. Go to the settings tab

4. Check the "Lync Suppresion Mode" box.
   (Make sure the correct Lync/SFB version is selected)

5. Close the Attendant and Lync/SFB client.

6. Start the Attendant

A: An issue can be that the frequent contacts aren’t refreshing on the Attendant.

The Attendant only refreshes the frequent contacts on its startup. In the advanced UCC settings within the Attendant the default setting for getting the frequent contacts, is set to 300 days, meaning that the Attendant shows the most frequent contacts for the past 300 days. A contact is only a frequent contact when there has been a transfer made to it.

Since the UCC thinks that, when an agent gets a call from the queue, it is a transfer from the UCC to the agent. Therefore the agents (or receptionists) will be on the top of the list. And since they make so much transfers, there won’t be much diversification in this list. To see if the feature works accordingly we suggest to lower the amount of days within the advanced UCC settings in the Attendant.

A: It sometimes occurs that one or all of the above items are not displayed on the Attendant. First of all, make sure the settings on the UCC settings page are filled in correctly.

• The Settings "IsAttendant" is set to "true"
  

• The Setting"UseCallDetailRecording" is set to "true"

• The Setting"UseTimeLine" or "UseCRM" is set to "true". (NOT BOTH!)

• The Setting"UseStatistics" is set to "true"

• The Attendant must be an Agent in the UCC and Lync or Skype for Business must run in Suppression Mode

• The signed-in agent must have the same sip domain as the UCC it's connected to

If all of the above settings are configured correctly and after a restart of the UCC server and an IIS reset, the Attendant still is not showing any data, please proceed with the following steps:

1. Open the Settings on the Attendant and select the UCC tab

2. Select the UCC and hit advanced

3. Notice that there are two URL's to connect to the Attendant Hub and Dashboard Hub. The Attendant uses these Hubs to collect its data.

   The Attendant Hub is responsible for showing the Missed Calls, Frequent Contacts and Previous Agents.

   The Dashboard Hub is responsible for showing the Queue.

4. Copy/paste one of the URL's into a browser and extend with /signalr/hubs, so you have something like: http://servername.domain.com/AttendantService/signalr/hubs

5. Depending on the browser, it will ask if you want to download the hub.js file or the browser will automatically open the file.

6. If you are asked to download a file or if the browser opens the file, you have a working connection between the client PC and one of the services.
   

If step 6 failed, you can check IIS on the Anywhere365 server to see if IIS is running, the default site is running and the bindings are filled in correctly.

When SharePoint is installed on the same server, please check the bindings, because SharePoint automatically uses port 80 as well, then you will need to change the bindings of the default site to port 81. Don't forget to change the URL in the UCC settings of the Attendant (should be like: http://servername.domain.com:81/AttendantService/signalr/hubs).

A. You or a colleague have checked off the contact instead of deleting it, the missed call will automatically be removed the next day.

A. Sometimes it takes a while till Skype for Business can sync the contacts when this is your first time signing in, if this is not the case, then you can delete the Skype for Business profile for this user, and to do that follow this:

Go to \AppData\Local\Microsoft\Office\16.0\Lync and then delete Skype for Business profile.

When restarting Skype for Business it will make new profile. and that should solve the problem, if not check if your Skype is up to date.

A. Attendant search rely on the Skype for Business API and in some rare circumstances it cannot find the contact person when searching on meta data. You can use one of the following options to try to resolve this

Option 1: Resync Global Address List

There could be an something wrong in the local GAL cache.

Add the following key:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync\GalDownloadInitialDelay

Or

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\Lync\GalDownloadInitialDelay

Type = DWORD

Value = 0

Option 2: Update / Repair office

There could be something wrong in the local client, update or repair the client.

Option 3: Turn off Modern Authentication

The Attendant runs in suppression mode. Skype for Business in suppression mode does not support Modern Authentication. In this case turn of Modern Authentication.

Option 4: Turn off search provider

In some rare scenario the search provider can be the cause of the conflict. Skype for Business uses different providers to get its results. You can toggle them with the following config file:

C:\Program Files\Anywhere365 Attendant\SearchProviders.xml

If all the top options doesn't solve the issue, you can also use the AD Search or SQL Search plugin.

Solution: Completely remove the Lync Attendant.

Part 1

• Uninstall Microsoft Lync 2010 Attendee in Programs and Features.

Part 2

Delete associated registry leftovers

• Click Start --> run

• Type in "regedit", and then click ENTER to open Windows Registry Editor.

• Find out the below registry keys in the editor.

  HKEY_CURRENT_USER\SOFTWARE\Microsoft\Communicator

• Delete those registry keys by right clicking on them and select "delete".

• Close registry editor and restart Your computer.

Part 3 (Optional)

• Execute an office repair.

A: Cause:

Agent is signed in to Office365 with multiple identities (e.g. domain1.com in outlook; and domain2.com in teams), and Microsoft returns an identity that is different from the identity entered as the sign-in address in the WebAgent (e.g. sign-in address is domain2.com but microsoft returns identity of domain1.com).

So far this only occurs when Agents login to the WebAgent embedded in CRM.

Resolution:

Clear browser cache and try again. If you login with the correct Microsoft Identity the first time you login to Office365, it should work as expected.

A: First make sure you are setup as an Agent, Learn More

Next make sure your UCC is sending the right information to the WebAgent Service by checking the ListsEndpoints settings, Learn More

Finally you can verify if your domain is connected to the right WebAgent Service, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "webagent".

5. Look at the preview of the second event named "webagent", in here you will see your WebAgent Service URL

This should match with your settings

A: This is be related that the WebAgent Service cannot reach the Attendant Service. Make sure this is configured correctly, Learn More

A: This is be related that the WebAgent Service cannot reach the Call Property Service Make sure this is configured correctly, Learn More

Additional make sure your Call Property Service is configured correctly, Learn More

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for DCI, Learn More

Finally you can verify if your UCC is capable of DCI, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for dci should be true.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for callControls, Learn More

Finally you can verify if your UCC is capable of remote call controls, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for remote should be true.

A:Cause:

Your referrer property has not been correctly entered in your OpenFrame URL.

Resolution:

Please follow the steps on how to configure the ServiceNow App,

A: Open "Program and Features" in Control Panel. Behind "Anywhere365 Inflight Wallboard" you can see the current version.

A: The log file can be found at

%Appdata%\Roaming\Workstreampeople\Wallboard\

A: Open the config.xml from the Wallboard folder (c:\program files (x64)\Anywhere365 Inflight wallboard\i01). Scroll down to the "normal view settings" and select the URL from "value".

Copy the URL and paste it into a browser. Add /signalr/hubs to it (full URL should be like: http(s)://uccserverfqdn/dashboardservice/signalr/hubs) and hit enter.

When a file is presented for downloading, you know your connection is correct.

Look up this part in the config file in the Wallboard Folder.

<!-- Normval View Settings -->
<DashboardServer version="1.5" name="ucc_" value="http://ucc.domain.com/DashboardService" SLA1Label="30 sec" SLA2Label="2 min" SLA1="30" SLA2="120"></DashboardServer>

Change SLA1 Label , SLA2 Label, SLA1 and SLA2

A: Open "Program and Features" in Control Panel. Behind "Anywhere365 Inflight Snapper" you can see the current version.

A: The log file can be found at

 %Appdata%\Workstreampeople\Snapper\logs\

A: Open the Snapper Settings and open the UCC Config. Copy the UCC Host (add https:// if secure)

Paste both lines into a browser (full URL should be like: http(s)://UCChost/) and hit enter.

If you the default page for IIS, then you are connected.

A: The Anywhere365 Snapper Client will only display the number of agents that have minimum 1 Skill assigned to an agent. Most likely there are agents in your SharePoint page that don’t have a Skill assigned and thus will not be counted on your Anywhere365 Snapper Client.

Additional the agent needs to be formally active to appear on the Snapper.

A: Most likely the wrong bit-version of the Snapper client was installed. In case your Operating System is 64bit, make sure you install the 64-bit version of the Snapper client.

A. Snapper search rely on the Skype API and in some rare circumstances it cannot find the contact person when searching on meta data. Try restarting the client computer or deleting client caches.

A: Go to the settings page of the UCC (e.g. http://sitecollection.com/anywhere/ucc_name/Lists/Settings/AllItems.aspx) and replace "Settings" for "Version".

The Url will become: http://sitecollection.com/anywhere/ucc_name/Lists/Version/AllItems.aspx and it will now show the SharePoint Template version.

A: The update can be done manually by using two SharePoint PowerShell commands. Fill in the commands as below and the update will be done.

Server:

Enable-SPFeature -Identity ade936a2-ae4c-46fe-9520-18fafaa21a19 -Url http://urlvansitecollectie -Confirm:$false
Enable-SPFeature -Identity 6945b259-fa3a-4640-828c-113fe44e3160 -Url http://urlvansitecollectie -Confirm:$false

Foundation:

Enable-SPFeature -Identity 68e20af1-5d48-4353-9ba0-1df287015b77 -Url http://urlvansitecollectie -Confirm:$false
Enable-SPFeature -Identity 6945b259-fa3a-4640-828c-113fe44e3160 -Url http://urlvansitecollectie -Confirm:$false 

A: Run the following command in SharePoint Management Shell

Enable-SPFeature -Identity 9a2ab00e-0221-4837-9799-4ea8ab07cc9b -Url http://urlvansitecollectie -Confirm:$false 

A: Run the SP Template PowerShell script again in activation mode to see if that solves the problem. Keep running activation mode until all sites are upgraded or the versions stays the same for all sites for two attempts in a row.

A: Open the UpgradeLog list on the UCC site that is not upgrading. (By changing the URL to "lists/upgradelog/allitems.aspx" when viewing another list for example.) Find any error listed in that list and create a support request with us.

A: There are multiple solutions

1. If you don't need all the items, you can use retention policy to clear old items.

2. If you don't need to see all items, you can create a view which only shows the items of the last x days.

3. If you need to see all items, you need to change the list throttle

   1. Open the SharePoint Central Administration,
   2. Go to Application Management --> Manage Web Applications
   3. Click to select the web application that hosts your list (eg. SharePoint - 80)
   4. At the Ribbon, select the General Settings and select Resource Throttling
   5. Then, you can see the 5000 List View Threshold limit and you can edit the value you want.
   6. Click OK to save it.

A: To solve this increase the MaxResourcesPerRequest (default: 16)

https://blogs.technet.microsoft.com/sharepointdevelopersupport/2016/10/19/fixing-error-the-request-uses-too-many-resources-in-csom-rest-operation/

A: If an error occurs during the execution of the script (e.g. due to wrong user input in the config .xml file or an earlier cancellation during the update process), try to run the SP Template PowerShell script again and use the -updatelinks cmdlet behind the script execution.

Incorrect user input could be: user entered the UCC URL instead of the SiteCollection URL

A: Run a SharePoint Online managed shell command to enable authentication of the new tenant

1. Check if your SharePoint Online managed shell is updated to the latest version

2. Run the PowerShell command for the affected tenant:

Set-SPOTenant -DisableCustomAppAuthentication $false

A: To solve this

1. Deactivate SharePoint Server Publishing feature on the root site of your site collection

2. Deactivate SharePoint Server Publishing Infrastructure feature on sitecollection level

3. Activate SharePoint Server Publishing Infrastructure feature on sitecollectie level

https://support.office.com/en-us/article/enable-publishing-features-479677a6-8b33-4ac7-907d-071c1c7e4518

A: There is a specific permission on a list that can cause this error. There is a hidden list titled "TaxonomyHiddenList" at the root of the site collection. (http://sitecollectionURL/List/TaxonomyHiddenList). The ClientID & ClientSecret should have permissions on this list in order to run our UCC.Creator script.

https://support.office.com/en-us/article/enable-publishing-features-479677a6-8b33-4ac7-907d-071c1c7e4518

A: This can be seen in the original zip file of the reports or by hovering your mouse over the Anywhere365 logo.

A: This is a known issue in SSRS and can be fixed by:

Using a extension for Chrome: https://chrome.google.com/webstore/search/ssrs%20fix

Making a change in SSRS: http://stackoverflow.com/questions/5428017/ssrs-2008-r2-ssrs-2012-reportviewer-reports-in-safari-chrome-but-works-fine

A: This is security policy for Chrome, but can be overruled by the Enable local file links extension for Chrome: https://chrome.google.com/webstore/detail/enable-local-file-links/nikfmfgobenbhmocjaaboihbeocackld

A: Reports are only generated for skills that have been actively been used. If skills are missing in the reports of Dialogue Intelligence, it means that the mentioned skills have not been used.

A: This can be multiple reasons:

• The wrong URL was entered. Validate that this is the Report Service URL. (Easily confused with the Report Manager URL, check your Reporting Services Configuration Manager for more info)

• The user doesn't have any permissions on the Report folder

A: The user has browser permissions in the folder, but not Content Manager permissions. Make sure the users has Content Manager permission in the folder.

A: This can be caused by SQL Server Reporting Server having issues loading visuals. A possible solution is to restart the SSRS service.

A: This can be the result of different caused, the best steps is to pinpoint the reason.

1. Check if the UCC is configured to write data and is writing to the right database:

   1. Setting: CDRConnectionString

   2. Setting: UseCallDetailRecording (true)

2. Check if the reports are using the right database:

   1. Open the shared data source and validate if the connection string is correct.

3. Check if the data in the database, for example see if the data is in the UCC_CallDetail.

   SELECT top(100) * from ucc_calldetail order by time desc

   1. If yes, check if the data is correct:

      1. For example, if the ucc_id matches the id in the ucc_name table. If not raise a ticket with the support team

   2. If not, check the following:

      1. If the data is in the MSMQ. (Computer Management > Services and Applications > Message Queuing > Private Queues). Make sure the queue named after the ucc has 0 items.

      2. Check the UCC logs for any information regarding SQL.

A: The dropdown only shows UCCs which had conversations the last 90 days. Make sure the data is present in the tables (for example using SQL Management Studio).

If you are using the reports on an archive database, you need to increase the parameter "History_days" to 9999 or higher.

A: If you go to the folder where the webchat is installed (for example)

C:\inetpub\wwwroot\<name of your webchat>\bin\

Choose the properties of the SFBWebChatPlus.dll file and click on tab "Details" to check your version

A: Depends on which method you used for external access:

Reverse Proxy:

The WebChat connects to a ChatHub, so therefore you must not only redirect the WebChat URL but also the ChatHub URL.

When you open the external URL in your browser, hit F-12, open the console and hit F5. Now you will notice that the WebChat is trying to connect to the internal URL for the ChatHub.

Make sure this ChatHub URL can be accessed from external locations also.

Web service hosted on Web Server in DMZ:

Make sure all configuration steps are done (Learn More) and enter the correct fqdnFDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com] (external one) in the settings.xml (c:\inetpub\wwwroot\webchat_yourfolder\sfbwebchatplus\xml\settings.xml)

A:

A: You will need to add the following parameter to the WebChatSubscriptions key in the appSettings.config file (can be found within the c:\inetpub\wwroot\chathub_ folder): #RequestAgentName=1

A: Go to C:\inetpub\wwwroot\WebChat_ucc_name\webchatplus\xml folder and open the settings.xml file. Change the NL part in the <webchatpluslanguage>NL</webchatpluslanguage> line to EN, FR or DE.

Also add or change the ChatConversation settings on the SharePoint settings page for the UCC.

A: Search for the newly created WebChat endpoint in Lync. Is it online here? If not, please place the endpoint on the endpoints list and restart the UCC service. If after that the presence page is still empty or still showing offline, please make sure the MSMQ settings are correct (perhaps they are switched by accident). To see the logging of the WebChat, go to the presence page, hit F12, open the console and refresh the page. The logging will now show you what is not correct.

A: Make sure that you created a Skill for ChatAudio. This should be [Chat Skill Title]Audio.

A: You can go to the Anywhere365 Server:

 C:\inetpub\wwwroot\CRMCasesExtension\bin\ right click on LyncSilverlightApplication.Web.dll

Now choose for properties and then review the Details tab.

A. Extension Window search rely on the Skype API and in some rare circumstances it cannot find the contact person when searching on meta data. Try restarting the client computer or deleting client caches.

A. This exception is most like cause of a missing step during the update process. Please make sure you have run all the migration scripts. Learn More

A. Most expected cause for this is that the item is still being scanned by your virus scanner. To work around this we recommend utilization Outlook rules to temporally store them in a difference folder before moving the item to the processing folder.