Quick Reference

General Troubleshooting Guidelines

During troubleshooting, it is important to define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem from most likely to least likely until the symptoms disappear.

There are many areas to consider if a problem arises with the b+s Connects for SAP solution. The following steps provide some guidelines to assist in isolating and resolving an issue:

1. Analyze the problem and create a clear problem statement.
2. Define symptoms and potential causes.
3. Gather the facts that you need to help isolate possible causes.
4. Consider possible causes based on the facts that you gathered:
   • Was anything recently added, removed, or modified?
   • Is it a reproducible event?
   • Does it occur at a particular time of day, or day of the week?
5. Have there been any changes made to the domain, network, or security policies?
6. Gather logs that capture the complete timeframe of the problem.

Contacting b+s Support

When a problem arises, gathering the following information is generally recommended by b+s:

• Description of the impact
• Detailed scenario description
• Error messages / print screens
• Version information of all involved components
• Configuration files of all involved components
• Example of an occurrence:
  • Cisco CCE agent ID
  • Device extension
  • Timestamp
• Log files that cover the occurrence:
  • CRMConnectorSAP logs
  • MediaManager logs (*)
  • ChatConnector logs (*)
  • DataStore logs
  • CRMConnectorOutboundSAP logs (*)
  • Cisco CCE/CCH Agent PG logs (**)
    • This includes OPC, CTI Server, PIM, etc. logs
  • Cisco CCE/CCH MR PG logs (**)
  • CTI-OS logs (**) (only if CTI OS Supervisor Desktop)
  • SAP ICI traces of the affected user

(*) if installed
(**) output is in EMS format

For information regarding the collection of the SAP ICI traces, please refer to SAP documentation. For directions on how to capture CCE/CCH PG logs, refer to the Cisco contact center product documentation.

caution

Log files of the b+s Connects for SAP services can contain data from the SAP ERMS system that might contain sensitive or confidential information like email subjects, email sender addresses etc. It is possible that this information is visible to individuals without explicit authorization to view sensitive data. For example, a support specialist must use the log files to troubleshoot a problem.

Checklist for Contacting b+s Support in Case of a Unexpected System Behavior

• Description of the impact
• Detailed scenario description
• Error messages / print screens
• Version information of all involved components
• Configuration files of all involved components
• Example of an occurrence:
  • Cisco CCE agent ID
  • Device extension
  • Timestamp
• Log files of all involved components that cover the occurrence

Checklist for Contacting b+s Support in Case of a Component Crash

• Description of the impact
• Detailed scenario description
• Error messages / print screens
• Version information of all involved components
• Configuration files of all involved components
• Example of an occurrence:
  • Cisco CCE agent ID
  • Device extension
  • Timestamp
• Log files of all involved components that cover the occurrence
• Minidump file (*.mdmp) of the crashed component
• All binaries (executables, dynamic linked libraries etc.) and symbol files (*.pdb) of the crashed component

bsAppSnappshot

b+s provides a tool called ‘bsAppSnapshot’ to collect all configuration and component information. The bsAppSnapshot creates a text-file with all the important configuration information in it. Please consult b+s Support for more information regarding the bsAppSnapshot.

Service Monitoring using SNMP

b+s recommends to use a Simple Network Management Protocol (SNMP)-based monitoring system in order to collect detailed information about the b+s application servers and the proactive notification of the management system in case of significant events.

The b+s Connects for SAP consist of several components which run as Microsoft Windows Services on the target system. The status of these Microsoft Windows Services can be monitored and in case of certain events trigger the generation of an SNMP trap. Furthermore, some of the b+s Connects for SAP components can write warnings and errors into the Microsoft Windows Event Log. Microsoft Windows Server can be configured to send SNMP traps when certain messages appear in the Microsoft Windows Event Log. Warnings and errors that might be written into the Microsoft Windows Event Log by the b+s Connects for SAP components are not explicitly listed in the b+s Connects for SAP product documentation. Please contact b+s customer services for assistance.

Microsoft Windows Updates

Generally, Microsoft Windows Updates can be downloaded and installed during runtime. However, it is recommended to perform the installation of Microsoft Windows Updates during off peak hours when no or only few agents are logged on, in case the installed Microsoft Windows Update requires a reboot.