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Version: 2.7.0

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 b+s Connects for Siebel. 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:
    1. Was anything recently added, removed, or modified?
    2. Is it a reproducible event?
    3. 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:
    • Communication Toolbar Adapter (aka driver) logs
    • Siebel Communications Session Manager logs for the affected user (SComm_\<Siebel username>.log)
    • ConnectMCAL logs
    • MediaManager logs1
    • DataStore logs
    • Siebel RoutingAdapter logs1
    • ChatConnector logs1
    • Cisco CCE/CCH Agent PG logs2
      • This includes OPC, CTI Server, PIM, etc. logs
    • Cisco CCE/CCH MR PG logs2

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.

b+s Connects for Siebel consists 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 occurring, they will trigger the generation of an SNMP trap. Furthermore, some of the b+s Connects for Siebel 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 Siebel components are not explicitly listed in the b+s Connects for Siebel 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, performing the installation of Microsoft Windows Updates is recommended during off-peak hours when no or only few agents are logged on, if the installed Microsoft Windows Update requires a reboot.

  1. if installed ↩
  2. output is in EMS format↩