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Web Host PC Troubleshooting

NN40020-403

No Contact Center Key Code

Perform the following steps to check that the Contact Center application keycode is enabled:

1. Open Element Manager by clicking on Start > Programs > Nortel > BCM > BCM

Element Manager.

2. To connect to the BCM, under Element Navigation Panel expand Network Elements

and select the BCM.

3. Enter the logon User ID and Password for an administrator and click Connect.

4. From the Task Navigation Panel select the Configuration tab.

5. Expand the System folder and click Keycodes. A list of all the keycodes on the BCM are

displayed, as well as those that have not been activated.

6. Verify that the following Keycodes are flagged as ACTIVE:

• ICC

• ICC Skillset (at least one)

• ICC Reporting

If the keycodes listed in step 6 are not active and the user requires them on the BCM system,

contact your distributor who can verify whether or not the system needs the keycodes. This will

be done through the Nortel Keycode Retrieval System (KRS).

CCRS Disabled

Perform the following task:

1. Open Element Manager by clicking on Start > Programs > Nortel > BCM > BCM

Element Manager.

2. To connect to the BCM, under Element Navigation Panel expand Network Elements

and select the system to connect to. Enter the User ID and Password and click Connect.

3. From the Task Navigation Panel select the Administration tab.

4. Expand the General folder and click Service Manager. A list of all the services on the

BCM is displayed.

5. Locate and verify that the following services are flagged with the Startup as Enabled and

Status as Running:

• voicemail

For BCM 4.0 and BCM50 3.0 systems only, the following service should also be

verified:

• CCRSAppServer

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Avaya Reporting for Contact Center Manuale Utente Pagina 70