Lucent Technologies CentreVu Visual Vectors Version 8.0 Guide

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-3
Installation, Uninstallation and Importance of the 
HOME variable
7
Answers to questions about installing or uninstalling CentreVu Visua l 
Vectors software are as follows:
There are several different installation programs. What 
are the differences? Which one (or more) should I run?
7
Running 
setup.exe displays an Installation Type window for you to 
choose Local or Network. (You can run either 
setuplocal.exe or 
setupnetwork.exe.) Selecting Local runs 
setuplocal.exe to 
install Visual Vectors completely on one PC. Selecting Network runs 
setupnetwork.exe to install Visual Vectors on a network server to be 
shared by one or more users. After Network Installation, run 
setupclient.exe in the shared network folder from each user ’s PC.
Why can’t I re-install Visual Vectors software?7
Different installation variants (for example, Local, Network and Client) 
and versions (for example, VV1E.01 and VV1F.04) can be installed on 
the same machine, but the same version of the same variant cannot.
Why are my previous settings and offline objects 
missing?
7
There are a few possible causes:
lThe user files (user.odb and user.odt in your.cvvv folder) 
are corrupt or have been deleted.
Solution: Try to restore a pair of backup copies from the last time 
you exited successfully (
userBK1.odb and userBK1.odt) or 
the next to last time (
userBK2.odb and userBK2.odt). To 
determine where your 
.cvvv folder is, see page 7-5. To restore, 
move (an) existing corrupt file(s) out of 
.cvvv, then copy the two 
backup files and rename them 
user.odb and user.odt. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-4
lThe user files (user.odb and user.odt) have been moved.
Solution: If possible, find out where the files have been moved to, 
and update the HOME variable to reflect the new location. For more 
details about the HOME variable, see page 7-5.
lThe HOME variable has been changed.
Solution: Move the user files (
user.odb and user.odt) to the 
new location specified by the HOME variable. For more details 
about the HOME variable, see page 7-5.
Why can’t I uninstall from Control Panel’s Add/Remove
Programs dialog box?
7
If CentreVu Visual Vectors appears on the list of programs available for 
uninstallation but fails when the uninstall takes place, it is likely that the 
installation log file, 
install.log, or required entries in the Windows 
Registry, are missing, invalid or corrupted.
If the application does not appear on the program list, it is likely that the 
installation program was executed from a machine other than the one 
where Visual Vectors software is installed. It is best to find out where the 
installation program was executed from and remove it from there via 
the Uninstall program (
Unwise.exe). You can also try to re-install the 
software to the directory where it was previously located and then 
uninstall it. If these do not work, or the uninstall still fails, you must 
remove the software manually. This latter procedure requires careful 
removal of entries in the Windows Registry, and should be done only 
under the direction of a Lucent Technologies associate. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-5
Why do I get a warning message about not having set
the HOME environment variable on 
Windows NT?7
CentreVu Visual Vectors software allows multiple users on Windows NT. 
By default, a HOME environment variable is not defined for each user in 
Control Panel’s System Properties window. A folder named 
.cvvv is 
created in the root folder of the drive on which Windows is installed (for 
example, 
C:\.cvvv). All users will access the same files, often causing 
conflicts. If a user variable named HOME is defined, then the folder 
storing user-specific files is created in the HOME folder (for example, 
H:\myhome\.cvvv ). If each HOME environment variable is unique 
for each Windows NT user, then data files will be unique. 
The installer will detect if the HOME variable is set. If it is not set, then a 
page in the install wizard will appear letting the user set it. the user will 
get to choose the location using a “Browse” button. the wizard lets the 
user progress even if it is not set because it can default to a location.
The default location is Location XX. This is an operating specific 
location. On Windows 95 & 98 it is the root directory of the system drive. 
On Windows NT it is your user profile directory.
Please see your Windows documentation for more information about 
how to set the HOME environment variable. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-6
Startup7
Answers to questions about starting to run CentreVu Vi s u a l  Ve c t o r s  
software are as follows:
Why won’t Visual Vectors start?7
There are a number of likely causes, look for these symptoms:
1. The Visual Vectors splash screen (resembling the Help About 
screen) does not appear and Visual Vectors does not start.
Applications can be checked (and processes in Windows NT) by 
pressing CTRL+ALT+DEL in Windows 95/98 (and also selecting 
Task Manager in NT). It is possible that one or more of the files (for 
example, 
vvjars.cfg, or .jar files) are missing. 
Solution: Call your Lucent Technologies support professional, 
representative or distributor, who has a list of all the folder 
structures, file content and distribution list. If any of these are 
missing, re-install Visual Vectors. If re-install fails, you will have to 
uninstall and then re-install Visual Vectors. If re-install fails, please 
refer to the uninstall failure section.
2. The process seems to start, but a message appears:
The user database is already in use. you can have 
only 1 user of this database at a time.
This is caused by two users trying to use the same user database at 
the same time, or the same user trying to run CentreVu Vi s u a l  
Vectors twice. Two different users may have the same HOME 
environment. Please see the HOME environment section for more 
information.
Solution: Define unique home variables for the users. do not try to 
run one copy of visual vectors more than once. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-7
Connectivity7
Answers to questions about connecting to a CentreVu CMS server 
running CentreVu Visual Vectors server software are as follows:
Why can’t I log into the CMS/Visual Vectors server?7
Check the following for reasons why login to the server is refused:
lThe login ID and/or the password are invalid or expired.
lSomeone using the same login ID has already logged into the server. 
You will have the option of logging the other user out.
lThe maximum number of users allowed to be logged into the CMS 
server has been reached.
I don’t get a login prompt at all. Why can’t I connect to a
server?
7
There are a number of possible causes to check in the following order:
1. The client machine is not part of the network, for example, not 
physically plugged into the network or the network configuration 
(TCP/IP settings) is incorrect. You should receive an error message 
about not being able to find the server.
2.The server name is invalid. Try to “ping” it from an MS-DOS box 
(Windows 95) or a Command Prompt (Windows NT).
3. The CentreVu CMS or Visual Vectors Server software has not been 
started. Please refer to your server documentation for more 
information.
4. The Orbix Daemon or OrbixNames service have not been started on 
the server. Please refer to your server documentation for more 
information on checking these items. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-8
What should I do if the connection to the server is lost?7
If you’ve tried reconnecting to it unsuccessfully, check the following:
1. The CMS server hardware/software is running. If not, restart it.
2. The Visual Vectors Server software is still running. If not, restart it. 
Please refer to your server documentation for more information.
3. Your client machine is still part of the network; for example, no one 
has kicked the network cable.
Navigator7
Answers to questions about using the Navigator tool in CentreVu Visua l 
Vectors Client software are as follows:
Why can’t I see (or select) some of the options on the
context menu?
7
Users may not have permission to perform some operations for (a) 
particular object(s). For example, if you do not have write permission to 
either an ACD or to Call Center Administration, then the New option 
will not appear in the Vector Folder context menu for that ACD.
My offline objects are missing, where are they?7
Refer to “Why are my previous settings and offline objects missing?” 
located in the Installation and Unistallation section.
Why can’t I view my vector as ASCII text?7
You may be looking at an off-line vector. The View As ASCII option 
exists only for vectors that have been stored on an ACD. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-9
Vector Editor7
Answers to questions about using the Vector Editor tool in CentreVu 
Visual Vectors Client software are as follows:
Where are the step properties and comments in my
vector printout?
7
The vector step properties and comments are not printed.
Why are the ASCII and graphical versions of my vector
different?
7
This generally occurs because the vector has been modified recently and 
not saved. Save the vector and then select “View As ASCII” again.
Why isn’t “Save” enabled in the Vector Editor?7
Users may not have write permissions for the vectors. However, a 
“Save-As” operation can be performed to copy the vector to a different 
location for which the user does have permission.
Why can’t I zoom in/out further?7
The Vector Editor has finite zoom factors; from the default view, the user 
can zoom in three steps and zoom out four steps.
When I save my vector, all the open property boxes
disappear. What happened?
7
When a vector is saved, all the open vector step property boxes will be 
dismissed. Only the changes in committed property boxes (for example, 
having had the Apply button selected), will be saved; other changes to 
property values not yet committed will be discarded. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-10
Why can’t I drag floating comments with vector steps?7
When a group of vector steps and floating comments are selected and 
dragged, the comments cannot be dragged with the steps. However, 
cutting or copying the selected group is fine. This also applies to a 
selected group of floating comments. Only one comment at a time may 
be dragged.
What can I do if I am editing a vector and the connection
is lost?
7
lIf the connection to a CMS goes down (for example, the CMS server 
has crashed), then the user must save on-line vectors to an off-line 
scratch pad or to an ACD on another CMS. A message notifies the 
user of this. Because valid vector conversion from on-line to off-line 
and from one ACD to another require information from the CMS 
server, steps may be changed when saving vectors this way.
lIf the ACD link goes down (for example, the Visual Vectors Server 
software has crashed), the user will be presented with a choice of 
saving the vector being edited to another location or exiting from 
the editor. The vector being edited can be saved to another ACD or 
to an off-line scratch pad.
VDN Assignment Wizard7
Answers to questions about using the VDN Assignment tool in CentreVu 
Visual Vectors Client software are as follows:
Why can’t I see my VDNs from the filtered list?7
1. Check to be sure no extra spaces or dots have been accidentally 
entered in the filter.
2. Check that the user has permissions for the VDNs and the ACD 
containing them. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-11
Why can’t I see the ACD that I want?7
The ACD may not have Call Vectoring enabled. In order to be able to 
select an ACD, it must have Call Vectoring enabled and the user must 
have permission for the ACD.
CentreVu Supervisor Integration7
Answers to questions about integrating your CentreVu Supervisor 
software into CentreVu Visual Vectors Client software are as follows:
Why isn’t the CentreVu Supervisor icon displayed on
the 
CentreVu Framework toolbar, when I have a local
installation of Supervisor software on the same PC as
the Visual Vectors software?
7
Follow these steps in order to diagnose the problem:
1. What version of Supervisor do you have installed?
- Version 6 (or greater)? Continue with Step 2.
- Older version? Upgrade your copy of Supervisor software to at 
least version 6 and try again.
2. Check that you can run Supervisor by itself (for example, from the 
Start Menu)
- Yes? Continue with Step 3.
- No? Reinstall Supervisor and try again.
3. When installed, Supervisor setup writes a configuration file in the 
Windows folder 
%WINDIR% (for example, 
C:\Windows, 
D:\Winnt), 
named 
cvsup.cfg that contains a single line of plain text that is 
the path to Supervisor ’s executable file. Confirm that the file 
%
WINDIR%\cvsup.cfg exists, and contains only the path to the 
executable file (any text editor such as Notepad can be used to 
inspect the contents of 
cvsup.cfg).
- Yes? Contact your Lucent Technologies support professional, 
representative or distributor.
- No? Reinstall Supervisor and try again. If this fails to solve the 
problem, contact your Lucent Technologies support professional, 
representative or distributor. 
						

							  Troubleshooting CentreVu® Visual Vectors Version 8.0
Installation and Getting Started
Troubleshooting FAQ7-12
Why isn’t the CentreVu Supervisor icon displayed on
the 
CentreVu Framework toolbar if I have a client
installation of the Supervisor software on the same PC
as the Visual Vectors software?
7
Follow these steps in order to diagnose the problem:
1. What version of Supervisor do you have installed?
- Version 6 (or greater)? Continue with Step 2.
- Older version? Upgrade your copy of Supervisor software to at 
least version 6 and try again.
2. Check that you can run Supervisor software by itself (for example, 
from the Start Menu)
- Yes? Continue with Step 3.
- No? Reinstall Supervisor and try again.
3. The main program files for Supervisor are installed on a networked 
drive. Ensure that there is network connectivity between the local 
and networked drive (for example, can you browse to the drive 
using Windows Explorer?)
- Yes? Reinstall Supervisor and try again. If this fails to solve the 
problem, contact your Lucent Technologies support professional, 
representative or distributor.
- No? Contact your System Administrator to help restore the 
network connectivity.