How to check UCC is running

When using Anywhere365 there are a couple ways to monitor if everything is running properly.

  1. Check if the Service is running in Services.

    Tip Anywhere365 Service = "Unified Contact Center".

    1. If not, start the service.
      1. If it cannot start, check if there is an error or check the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. logs.

        6.3: C:\ProgramData\Anywhere365\CoreThe Core is the center of Anywhere365. It manages all the Dialogues.\Service\UnifiedContactCenterService\logs

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

        5.0: C:\Program Files\UCC\Logs

  2. Check if the UCC has a Heartbeat in SCOM or Performance Monitoring

    Tip In Performance Monitoring use "Anywhere365 UCC \ Heartbeat" for all instances.

    1. If Heartbeat = 0, then check UCC logs why the UCC didn't start.
    2. If no Heartbeat (No Instance), UCC didn't start after restart. Check UCC logs why the UCC didn't start.
  3. Check if there are Active Presence Subscriptions (Agents).
    1. If Active Presence Subscriptions = 0, then check if the Agent are configured correctly and check the UCC logs for errors.
  4. (Only when using Outbound / Direct) Check if the InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. is running in Services.
    1. If not, start the service.
      1. if it cannot start, check if there is an error or check the Interceptor Logs

        Tip Interceptor logs are located: drive:\Program Files\SipInterceptor\logs

  5. (Only when using Outbound / Direct) Check if the Interceptor has a Heartbeat

    Tip In Performance Monitoring use "Anywhere365 Interceptor\ Heartbeat".

    1. If Heartbeat = 0, then check Interceptor logs why the Interceptor didn't start.
    2. If no Heartbeat (No Instance), the Interceptor didn't start after restart. Check the Interceptor logs why the Interceptor didn't start.
  6. (Only when using Outbound / Direct) Check if the Interceptor is connected to the UCC.

    Tip In Performance Monitoring use "Anywhere365 Interceptor\ Total UCCs".

    1. If Total UCC's = 0, then check if the Interceptor config is configured and the correct firewall ports between the Application Server(s) and Front End Server(s) are open.