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Install INDeX CCM Applications Trouble Shooting
INDeX Contact Centre Modules Page 70
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
Trouble Shooting
This section details how to correct many common problems, however as a last
resort read the appropriate manual.
INDeX CCM Installation
1. Whenever anything is loaded from the I386 directory on a Windows NT4
installation CD, re-installation of NT4 Service Pack 6a is NECESSARY.
2. On the Server PC, ensure that the guest account is enabled. Also ensure that
the C drive is shared with the names ‘C’ and ‘SDXSHARE’.
3. If, for whatever reason, the Server PC has to be renamed from the default name
(ArchiverSQL), be aware that Microsoft SQL cannot be guaranteed to operate
correctly if a name that includes spaces is used. Also be sure to rename the
server fields in the ODBC system DSN’s for SDXArchiver as well as
SDXRepository.
4. Only pilot numbers are regarded to be DDI numbers. When reporting on DDI
numbers any DDI number that is not a pilot number cannot be reported on.
INDeX CCM Client applications
1. It is possible that a Client application will NOT automatically find the INDeX
Access Manager/INDeX Delta Server, if the Client application and INDeX
Access Manager/INDeX Delta Server are on PCs on different networks. When
this happens, click the ‘Advanced’ button (from Find Server screen) and select
the option to enable the name of the PC running the INDeX Access
Manager/INDeX Delta Server to be typed in.
2. When using Microsoft Windows 98, for Client applications mapping a drive to
the C drive on the Server PC will speed up Server discovery.
3. When using a Global/Seltek Voice Manager for queuing which uses the
traditional pickup method, the number of calls presented along with the answer
time statistics for an agent/agent group may not be as expected.
INDeX Taskbar
1. After creating new Users on the INDeX Taskbar, the INDeX Taskbar on the
Server needs to be restarted. If an INDeX Wallboard Server is running on the
Server this will also need to be restarted.
INDeX Report Manager
1. If the IPX/SPX protocol is being used to connect the INDeX Report Client to a
server and the INDeX Report Client takes longer than a minute to start then try
changing the frame type.
2. To be sure that the INDeX Archiver is passing information into the database it is
a good idea to keep the status window displayed.
3. From the Document Agent Server Options screen, you MUST set the
Performance [Number of tasks allowed to run concurrently], attribute to 1. This
allows the overlapped scheduled reports, to run correctly.
INDeX Wallboard Server/Client
1 On the INDeX Wallboard Server/Client, scheduled messages can only be
removed from the schedule by a User with a higher access level than the User
that scheduled the message or by the user that scheduled the message. It
therefore follows that if a user with Administrator access rights has scheduled a
message then only that User can remove that message from the schedule.