Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Getting Technical Support5-5
Process to Get Support5
To open a trouble ticket for CentreVu Explorer II, contact Lucent Technical support 
at (800) 242-2121 and select option two from the voice menu.
To ensure the highest quality technical support, it is strongly recommend that 
pcAnywhere should be installed on the CentreVu Explorer II server. The pcAnywhere 
is supplied with purchase with CentreVu Explorer II. Using pcAnywhere, a 
technician can provide basic SQL Server support, view error logs, and verify proper 
configuration of the server. If remote access is not available, it may not be possible 
to diagnose and resolve your problem.
If your organization does not have access to a group capable of supporting 
Microsoft products, you may want to consider contracting support from a Microsoft 
Certified Solutions Provider (MCSP). You can search for an MCSP in your area at:
http://www.microsoft.com/isapi/referral/obtain_services Basic.asp
Refer to http://www.microsoft.com/support/supportnet/overview/overview.asp for a 
comprehensive overview of all your Microsoft support options.
If you have questions about CentreVu Explorer II that were not answered in this 
document, please contact the Lucent Technical Support Center at 1-800-242-2121.  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-6
General Troubleshooting Tips5
This section helps you with problems you may encounter when installing, logging 
into, or running CentreVu Explorer II. It contains tables which describe error 
messages that may appear in CentreVu Explorer II.
Setting Up the Java Plug-in5
If you are currently using a non-conforming browser you can install the Java Plug-
in that is copied to the server during the install process. This Java plug-in allows 
your current browser to run CentreVu Explorer II functions. 
To enable the Java plug-in option, select the checkbox in the Help About frame after 
completing the CentreVu Explorer II installation. See the “Help About” section in 
Chapter 1, “Introduction” of the CentreVu Explorer II User Guide (585-218-200) for 
more information. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-7
Checking the Corrupt Folder5
Occasionally CentreVu Explorer II experiences a problem when it tries to process an 
ECH data file. When this happens, CentreVu Explorer II places the file in a corrupt 
folder. This folder is c:\JavaWebServer1.1\ExplorerV2\Data\CMS1\Corrupt by 
default. A CMS directory is created for each CMS that is associated with this 
instance of CentreVu Explorer II. You should check this folder at least once a week 
for corrupt files.
When troubleshooting corrupt file issues it is important to determine whether all 
files or only a few specific files are being placed in the corrupt folder. If all files are 
being placed in the corrupt folder, there is probably something wrong with the SQL 
Server database. Ask your SQL database administrator to check the database. If they 
are unable to resolve the problem, contact Lucent Technical Support for assistance.
If only a few files appear in the corrupt folder, move the files back into the 
appropriate CMS directory. You must move, and not copy the files, so that they will 
be removed from the corrupt folder. Once the files have been moved to the 
appropriate CMS directory, CentreVu Explorer II makes another attempt to process 
the files. It can take up to five minutes for the attempt to be made. You know that the 
files are processed because they disappear from the appropriate CMS directory. 
Check the corrupt directory to see if the files have returned. The files will not appear 
in the corrupt directory if they have been processed successfully. Files that are 
repeatedly placed in the corrupt directory are corrupted. While it is not unusual to 
occasionally encounter a corrupted file, contact Lucent technical support if this 
occurs frequently. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-8
Monitoring System Performance5
It is important to keep track of the server’s CPU usage, RAM memory usage, and 
hard drive space. Insufficient processing power or RAM memory will cause the 
server to perform poorly under a heavy user load. To make sure that the server does 
not run out of hard drive space, the Data Discard Utility is set up in advance for 
incoming call data. If your system quits accepting data, see the “Data Discard 
Administration” section in Chapter 4, “Maintenance” of this guide for details. 
Regularly monitor the hard drive that contains the CentreVu Explorer II software.
If you are uncertain about how to check the CPU, RAM, and hard drive usage, 
consult your Information Systems department or contact a Microsoft Certified 
Solutions Partner. 
To check the hard drive space on the server, do the following:
1. Select My Computer from the Desktop. 
The following displays: 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-9
2. Right click on the C: drive and select Properties.
The following displays:.
3.When you are finished checking your system’s performance, click OK.
Select Properties 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-10
Configuring CentreVu Explorer II Log File5
The configuration parameters for CentreVu Explorer II can be set by editing the file 
//JavaWebServer1.1/ExplorerV2/java/CentreVuExplorer.properties. The installation 
scripts will automatically configure this file when the CentreVu Explorer II software 
is installed. However, if changes are made to the server after installation, it will be 
necessary to update the file manually. 
Lines preceded by the “#” character are comments and do not affect the 
configuration. Parameter names are case sensitive.
Parameter Name Acceptable Values Description
Log2stdout true/false Determines whether the application writes 
error messages to stdout. This option will not 
serve any purpose if httpd is running as a 
service
Log2file true/false Controls whether log output is sent to the 
servlet log file. If you are running Java We b  
Server the output will be sent to JavaWeb 
Server1.1/logs/javawebserver/webpageservic
e/event_log.
LogLevel MESG INFO 
DEBUGDB 
DEBUGALL 
TRACESets the level of debug output. Acceptable 
values are shown in order of increasing 
output.
ExpDbURL jdbc:informix-
sqli::::informixserver
= 
jdbc:inetdae::This parameter identifies the database so that 
the database (db) driver is able to recognize 
and connect to it. The required syntax for 
Informix and SQL Server are shown.
ExpDbDriver com.informix.jdbc.Ifx
Driver 
com.inet.tds.TdsDriv
erThe java package name of the database driver 
to be used. The IfxDriver is used for Informix. 
Microsoft SQL Server uses the TdsDriver. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-11
ExpDbUser sa The user name that CentreVu Explorer II uses 
to sign on when connecting to the database. 
CentreVu Explorer II does not function 
correctly if this user does not have sufficient 
access rights to the database tables and other 
objects used by CentreVu Explorer II.
ExpDbPassword The password associated with the login of the 
specified database user. This entry is 
encrypted and cannot be manually edited. Use 
the CentreVu Explorer II Change Password 
utility to update this entry.
ExpDbDatabase exp2 The name of the CentreVu Explorer II 
database.
ExpDbConnection
s[5-9] The number of simultaneous connections to 
the database that will be available for use 
when inserting ECHI data into the database.
ExpDbThreads N/A This parameter is no longer used.
ExpDbCorruptFile
Directorycorrupt The name of the directory to use to store echi 
files that were not successfully processed into 
the db.
ExpDbSaveFileDi
rectorysave The name of the directory in which to save 
echi files if the save file option is enabled.
ExpDbSaveFile true/false Determines whether echi files should be saved 
or discarded after they have been successfully 
processed.
ExpDbDate current
GETDATE()The command used by the database to get the 
current date. The syntax for Informix and SQL 
Server are shown.
ExpConversionDb
URLSee ExpDbURL This entry is identical in format to 
ExpDbURL. However, it refers to the existing 
CentreVu Explorer Version 1.0 database in 
cases where the software is being upgraded 
and CentreVu Explorer Version 1.0 data is 
being migrated into the CentreVu Explorer II 
database. Parameter Name Acceptable Values Description 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
General Troubleshooting Tips5-12
ExpConverstionD
bDrivercom.inet.tds.TdsDriver The Java package name of the database driver 
used to connect to the CentreVu Explorer 
Version 1.0 database when migrating data into 
CentreVu Explorer II.
ExpConversionDb
Usersa User name to be used to login to the CentreVu 
Explorer Version 1.0 database during data 
migration to CentreVu Explorer II.
ExpConversionDb
PasswordThe password associated with the CentreVu 
Explorer Version 1.0 database user name 
specified above. Unlike the ExpDbPassword 
field, this fields contents are in plain text and 
may be manually edited.
ExpConversionDb
MsKey=1[1-8] This specifies which CMS data migrated from 
CentreVu Explorer Version 1.0 is associated 
with. CentreVu Explorer Version 1.0 only 
supported one CMS. CentreVu Explorer II can 
support up to eight.
  ExpSleepTime [30-300] Sets how often, in seconds, CentreVu Explorer 
II should check the CMS data directories for 
new echi data files.
 ExpRmiRegistry  The location of the RMI Registry. This entry 
is always the IP Address of the CentreVu 
Explorer II server. Parameter Name Acceptable Values Description 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting and Maintenance Routines5-13
Troubleshooting and Maintenance Routines5
The Data Discard Utility is a tool that is provided with CentreVu Explorer II to make 
it easy for end users to schedule automatic archival or data deletion. Step-by-step 
instructions for performing these operations are provided in Chapter 4, 
“Maintenance,” of this guide.
Expanding the Database 5
Because the call volume of your call center may increase over time, it may be 
necessary to expand the CentreVu Explorer II to accommodate this increase. The 
database can be expanded using the SQL Server Enterprise Manager. Lucent 
Technologies strongly recommends that you do not expand your database beyond 
7.5GB (6GB data space, 1.5GB log space) as it is extremely time consuming to 
maintain a CentreVu Explorer II database beyond this size. Also keep in mind that 
the drive that the database is on needs to have at least 100MB of free disk space to 
allow for ECH file collection. The Data Discard Utility automatically creates the 
appropriate data and log devices and adds them to the database. 
Clearing Out the Transaction Log 5
The transaction log is used to store information on changes to the data in the 
database. This allows the Microsoft SQL Server to back out all changes made by a 
transaction if an error occurs before the transaction completes. When the error log is 
full, Microsoft SQL Server does not process transactions because it is unable to 
undo any changes if an error occurs. Refer to the Microsoft SQL Server Books 
Online for a more detailed discussion of the transaction log. You can also use the 
SQL Server Wizards to assist you in managing your databases (for example, 
clearing out your transaction logs or expanding the tempdb file). 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting and Maintenance Routines5-14
Expanding the tempdb File5
When CentreVu Explorer II is installed, it expands the tempdb file from 2MB to 
15MB. However, for large transactions, the tempdb may still be too small. If you 
receive error messages indicating that the tempdb is full. See the “Administration 
Utilities” section in Chapter 4, “Maintenance” for details. You can also use the SQL 
Server Wizards to assist you in managing your databases (for example, clearing out 
your transaction logs or expanding the tempdb file).