Extension Window Operations Basics

Introduction

In this document the basic elements of managing the Anywhere365 software are described.

 

Basic Trouble Shooting

When using software, sometimes things can break or not work as expected. In these cases it is good to do some trouble shooting. The first priority is get everything up and running again. By following the next steps basic trouble shooting can be done.

  1. The Extension Window doesn't open on the client.
    1. Minimal 1 Plugin loaded in 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..
    2. The setting "UseCRM" is true in the UCC settings.
    3. The registry successfully deployed on the user, Learn More
  2. Extension Windows opens but gives an error message.
    1. Make sure Silverlight is installed
    2. Make sure the URL in the registry setting is correct and accessible from the client
    3. Make sure you can open the Extension Window correctly on the Application Server.
  3. Extension Windows opens but no data appears. (Contact info)
    1. Make sure the contact exist in your back office applications, doesn't apply for the dummy plugin.
      2018-04-09 11:16:56,560 [30] Wsp.Anywhere365.CrmCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which  customers represent higher value for the organization and therefore might be served in a different way..Module.Dynamics.Repositories.DynamicsCrmRepository INFO - Contacts retrieved:1
    2. Make sure the plugin settings for the back office plugin are correct, use the UCC logs for more info.
    3. Make sure the domain exists in the registry setting as Trusted Site.
    4. Make sure the context channel can be setup between UCC and client, use the UCC logs and 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. Tracing logs.

      2017-11-20 10:38:55,405 [22] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac Context channel established:

      2017-11-20 10:38:55,405 [22] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac __DoContextChannel.Sting Begin Send Data:

      2017-11-20 10:38:59,655 [43] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac ContextChannel_DataReceived from: sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:agent@domain.com, type plain/text

      2017-11-20 10:38:59,655 [43] ucc DEBUG - aaaea00f-b995-4fd4-b09e-bed199e638ac ContextChannel_DataReceived => registeredoncontextchannel

  4. The Timeline isn't shown.
    1. Make sure this isn't the first time this contact is calling.
    2. The setting "UseStatistics" is true in the UCC settings.
    3. Make sure the domain exists in the registry setting as Trusted Site.
    4. Make sure the context channel can be setup between UCC and client, use the UCC logs and Lync Tracing logs.

      2017-11-20 10:38:55,405 [22] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac Context channel established:

      2017-11-20 10:38:55,405 [22] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac __DoContextChannel.Sting Begin Send Data:

      2017-11-20 10:38:59,655 [43] ucc INFO - aaaea00f-b995-4fd4-b09e-bed199e638ac ContextChannel_DataReceived from: sip:agent@domain.com, type plain/text

      2017-11-20 10:38:59,655 [43] ucc DEBUG - aaaea00f-b995-4fd4-b09e-bed199e638ac ContextChannel_DataReceived => registeredoncontextchannel

    5. The SQL connection of the UCC is correctly setup, use the UCC logs.
    6. Test is the Stored Procedure "dbo.GET_TIMELINE_CALLDETAILS" works.