TROUBLESHOOTING DISPLAYS WITH AVAYA AURA

Mar 4, 2014Articles

  1. Avaya Aura Contact Center Manager Administration (AACCMA or CCMA).
  2. Valid login credentials.
  3. Access to CCMA via remote web session or remote desktop, or physical access to the CCMA server.
  4. For an AML system, the AML linkmust be up between the CS1000 and the Avaya Aura Contact Center Manager Server (AACCMS or CCMS).
    For a SIP system, the Open Queue/Open Interfaces link must be up between the SIP system and the CCMS server.
  5. All CCMS and CCMA services should be in the running state and show as up in the System Control and Monitor Utility
  6. CCMS must be able to transmit the data to the CCMA via Multicast
  7. Rights under Access and Partition Management.
  8. CCMA must be able to transmit the data to the client via Multicastor Unicast(depending on configuration)

Transform delay
The “Real Time Displays” are actually between 5 and 11 seconds behind real time due to transmission and transform delays.

Default
Current AACC defaults are 5 seconds output delay (updates are sent from the CCMS to the CCMA and from CCMA to clients every 5 seconds) with a transformation delay of 1 second. Depending on Output Delay Synchronization (the delta between when the CCMS outputs real time information, when it is received and transformed by the CCMA and then the CCMA output delay), the real time data could be as much as 11 seconds delayed.

Changing Defaults
Changing the defaults is not a recommended procedure. The defaults can be changed, however, reducing the Output Rate value and Transform Rate value increases the workload on the AACC server(s) and increases network bandwidth utilization.

Technical limitations

CCMS to CCMA, Multicast only
The CCMS module communicates real time information with the CCMA module via Multicast. In co-resident environments where the data network blocks multicast delivery being returned to the multicast sender.

NOTE: There is documentation which suggests that CCMS to CCMA is unicast, but the configuration screens for CCMS to CCMA communication all reflect Multicast only.

CCMA to Clients, Unicast session limits
Real Time Reporting Properties determines the maximum number of unicast clients that can be connected simultaneously. If the number of active displays exceeds the configured value, new unicast displays cannot be opened. If multicast is available and the client can start a multicast session, then the new real time displays will be started using multicast instead of unicast.

Engineering
Always refer to the Engineering guidelines before making any configuration change as changes can impact system performance and stability.

Exporting Real Time Displays

Each CCMA user can export real time displays privately for later review. Exporting real time displays is a critical tool for supervisors to help document incidents, whether staff management or technical in nature. Examples:

  1. In addition to historical reports, real time exports can be used to document agent behavior for employee performance review.
  2. In addition to historical reports, real time exports can be used to document application, skillset or agent state during a peak call volume period.
  3. In addition to historical reports, real time exports can be used to document displayed information for later review by technical staff when troubleshooting is being performed.

Configuring Private Tabular Real Time Display Export Options
For Private Tabular Real Time Displays only, it is possible to define the export path on the local client PC, as well as the export filename prefix. This option is not available on Graphical Real Time Displays or Public Real Time Displays, it is only available with Private Tabular Real Time Displays.

For Private Tabular Real Time Displays, export prefix and export path options are available:

For Private Graphical Real Time Displays (excluding Billboard displays), only the export path option is available:

Exporting a real time display

  1. Access the CCMA webpage
  2. Login to CCMA with valid credentials
  3. Navigate to Real Time Reporting
  4. Expand the server & real time display folder
  5. Launch the desired Real Time Display

NOTE: Public tabular displays are exported to the CCMA server as HTML files. Public graphical displays are exported to the client desktop as JPG or BMP.

Exporting Tabular Displays

 

NOTE: Private Tabular Displays can be exported to the client if desired, but Public Tabular can only be exported to the server.

Exporting Graphical (non-Billboard) Displays

 

NOTE: Public and Private Graphical Displays can only be exported to the client.

 

Viewing exported displays

  1. Access the CCMA webpage
  2. Login to CCMA with valid credentials
  3. Navigate to Real Time Reporting
  4. Select Displays >> Manage Exported Displays

 

Example Tabular Display header

Example Exported Display URL

  • Where AACCSERVER is the server name of the system.
  • Filename format is “{username}_{displayname}_{yyyymmdd}_{hhmmss}.htm”.
  • Access to an exported display is unrestricted.

 

Default export folder on AACC server

  • D:\Avaya\Contact Center\Manager Administration\Apps\Reporting\RealTime\Exports
  • Files can be copied or deleted without causing any problems. They are just raw HTML.
  • Only Tabular Displays are exported here.
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