Troubleshooting
Troubleshooting Routing Adapter
Logging
The Routing Adapter logs are written in text format into the log directory.
By default this directory is: C:\BucherSuter\log\ and C:\ProgramData\BucherSuter\logfiles\Connects\ for SFDC Routing Adapter External – MRI.
Please refer to the section Configuration file SFDCRoutingAdapter.ini to configure the logging.
Trace Levels
Trace levels for the Routing Adapter can be found in the configuration file under
LogMask (Default: 0x80000004) -> collected logging enabled, log level "Info".
Setting the MSB to 1 enables collected logging. You can recognize this, if the trace mask starts with 0x8........ The last 4 bits define the log level, possible log levels are:
Off 0x00000000
Fatal 0x00000001
Error 0x00000002
Warn 0x00000003
Info 0x00000004
Debug 0x00000005
It is not possible to change configuration parameters of the Routing Adapter without restarting the service.
The default value for the log trace mask is 0x80000004. Changing this value can have a serious impact on client performance. It should only be modified by experienced field personnel or at the request of b+s support personnel. Reset the LogMask value to its default level after capturing logs as full tracing will have a performance impact. Set the value for LogMask to 0xffffffff for maximum tracing.
Collected Trace Levels
Trace levels for the Routing Adapter can be found in the configuration file under
CollectedLogMask (Default: 0x00000004) -> log level "Info".
The last 4 bits of this 32bit mask are used to define the level of the collected log messages like for the LogMask parameter.
The default value for the collected log trace mask is 0x00000004. Changing this value can have a serious impact on client performance. It should only be modified by experienced field personnel or at the request of b+s support personnel. Reset the CollectedLogMask value and to its default level after capturing logs as full tracing will have a performance impact. Set the value for CollectedLogMask to 0xffffffff for maximum tracing.
Logfile Size and Count
Log file size and count can be found in the configuration file.
MaxLogFileSize=10000KB
MaxLogFileCount=10
The size of log files can be defined in kilobyte (KB) or megabyte (MB).
Remote Console
The Remote Console is the main interface console to the Routing Adapter. You can use Remote Console to query information directly from the running service. Several monitors can be run at the same time. The impact on the performance of the system is minimal. The features of the monitor are kept for each session. Please note that only local access is supported. The monitor process supports local commands. Local commands are defined within monitor.
To navigate or edit the executed commands you can press the <Up> or %lt;Down> arrows on the keyboard.
A monitor telnet session can be started by entering following command at a DOS command prompt C:\>telnet localhost <RemoteConsolePort>
localhost indicates a connection to the local server and is the same as the 127.0.0.1 IP address which always points to the current machine.
<RemoteConsolePort> is the address of the gateway port, which is set by the following parameter in the configuration file TelnetServerPort (Default: 9011)
After the monitor is started the following prompt is visible:
Type "help" to list the available commands.
>
List of Commands
In order to display a basic list of commands type help. The following list is displayed:
> help
Available commands are:
Command Aliases Parameters Description
---------------------------------------------------------------------------
cfg Configure the connector core.
help Display this help text.
httpsrv start|stop|status Control the HTTP server.
list_gates lg List gates.
quit exit Quit the program.
start Start the connector.
stop Stop the connector
status s [mask] Get status of the connector.
telnetsrv start|stop|status Control the telnet server.
version Display version information.
list_tasks lt,list_t [id] Lists all active tasks
To get help on a specific command, use:
help <command>
To get help for a specific gate, type
$<gate id> help
The most important commands used to check the current status are:
s (status): Get status of the connector
lt (list_tasks): Lists all active tasks
Status Information
In order to display status information of the Agent Adapter service type status (or alias s). The following list is displayed:
> status
--- Logger counters ---
Errors: 0
Warnings: 0
--- Core ---
Status: Started
Started at: 11.07.2012 17:12:52
Server time: 12.07.2012 16:58:33
--- Gate:sfdc ---
Status: Started
Class: SFDCGate.SFDCRoutingGate
Receive Queue: 0 items
Send Queue: 0 items
Direct Message Dispatcher contains 0 entries
SFDCRoutingGate MCO
Current State: Online
Idle Time: 85541s
--- Gate:mcal ---
Status: Started
Class: MCALGate.MCALGate
Receive Queue: 0 items
Send Queue: 0 items
Direct Message Dispatcher contains 0 entries
MediaRoutingGate MCO
Current State: Started
Idle Time: 22883s
MCAL status: Online (net.tcp://labicm85mediaa:8020/V4/mcal)
ARM status: Online
MRI status: Online
RoutingControlClient
Current State: Ready
Idle Time: 22883s
>
Web Status Page
To verify that the Routing Adapter service is up and running, open a browser and point it to http://<hostname>:<port>
<hostname> is the name of the server where the Routing Adapter service is running and <port> is the port number configured in the configuration file. This port number can be found in the HttpServerPort setting in the [core] section of the Routing Adapter initialization file or by typing "httpsrv status" on the remote console.
HttpServerPort=9081
The default is 9081.
Please note that this service is only available if the AutoStartHttpServer is set to active (1) in the [core] section of the configuration file or if the server has been manually started by typing "httpsrv start" on the remote console.
Common Problems / Solutions
Login is not allowed for this channel
Symptom
When logging in with valid credentials, one or more MRD channels are not logged in. The message "SCV dispatched error GENERIC_ERROR for eventType SOFTPHONE_ERROR" is shown in the browser developer console, with referencing "media".
Possible Cause(s):
- The user has no login privileges for this channel
- The channel is misconfigured in the Partner Telephony Contact Center
- The used Application Path in CCE configuration does not contain the MRD
Solution:
- Check that the agent has login credentials in the MRD channel
- Configure the correct MRD ID for the Media Channel in the Partner Telephony Contact Center
- Add the MRD to the application path
Certificate Not Found
Symptom
The Routing Adapter does not start. In the Routing Adapter log file there is a line:
System.Exception: No certificate for thumb
<certificate thumb> containing a private key has been found
Possible Cause(s)
The certificate used to secure the notification web service does not include the private key.
To check if a certificate contains a private key, open the certificate. In the certificate window, there should be a key symbol displayed and a text next to it saying "You have a private key that corresponds to this certificate".
Solution
The certificate used to secure the notification webservice must include the private key.
No Such Host Is Known
Symptom
The Routing Adapter does not start. In the Routing Adapter log file there is a line:
Could not start chat RoutingAdapter. Failed to initialize the main connector object
of a specific gate.
--- was caused by ---
No such host is known
Possible Cause(s)
The machine where the Routing Adapter is running on is not allowed to perform a DNS lookup.
In order to set up the notification web service, the Routing Adapter performs a DNS lookup on the domain name in the notification web service URL to find out the IP(s) that are associated with that domain name. If a DNS lookup is not allowed on the network, the notification web service cannot be created.
Solution
Allow the machine where the Routing Adapter is running to perform a DNS lookup.