Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: davidw on December 14, 2007, 07:31:47 PM
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I just recently upgraded to CCPulse 7.2 on two different machines. Both of them use WinXP Pro and are on the same network. But, only one of them has the Historical Option available? I went through the set up and configuration files several times with no luck >:(. When I pull the environment details it shows Historical Support: n/a.
I've looked over the settings and config but don't see where the setting is located. It works on one machine but not the other and I can't figure out why :-\
anyone have any thoughts or suggestions???
thanks,
David
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Copy your STG files from the PC that works to the one that doesn't.
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Check the instance name of CCPulse - one may be connecting to a non-historical version of CCPulse whereas the other may be connecting to the historical version from the naming conventions supplied within CME...
Tony
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Another thing to consider:
make sure that you have IDENTICAL version of CCPulse+ on both machines. I know it sounds strange but I could not get historical version to work with lower version of 7.2... I just upgraded it to the latest CCP version and magically it started to work.
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I'm running 7.2.001.03 on both machines. I even went as far as to move the profile from the working to the non-working machine. No luck..
I'm wondering if it's a system config? It's almost as if my system isn't seeing the DAP server. I tried from another machine and it works.
Could it be a config issue?? Any thoughts??
thanks,
David
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Can you please post a screenshot of both CCPulse initial screens?
Also a screenshot of how your CCPulse is configured on CME, specially the Storage Section.
This way we will be able to help you.
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Check that the CCPulse application name that you are connecting to has a connection to DB via DAP configured in Connections Tab in CME.
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New development is that when I log into the non-working machine using the Tenant Admin id I'm able to access the Historical option.
But, if I log in using my normal access I cannot??
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check that the user you are using has security access to the StatServer and ETL
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Would the access be different from two different desktops? I wouldn't think so.
Here is what the environment looks like when logged in through the user admin id.
Application Name: XXXXXXX_CCPulse
User Name: T0XXX_Mgr01
Stat Server:
name: XXXXXXX_Stat_Server2
host: g2
port: 15082
(cold-standby timeout: 0 sec.)
Configuration Server:
host: g2
port: 2020
DB Access Point:
name: XXXXXXX_DAP_dmart
host: g1
port: 12082
Historical support: n/a
Number of Objects Requested: 449
Number of Real-Time Statistics: 444
Number of Historical Statistics: 0
Number of Thresholds Applied: 0
CCPulse+ - Stat Server Time Offset: 00:00:01
Workspace Name: XXXXXXX
Logged in under the Tenant Manager id:
Application Name: XXXXXXX_CCPulse
User Name: T0XXX_Mgr01
Stat Server:
name: XXXXXXX_Stat_Server2
host: g2
port: 15082
(cold-standby timeout: 0 sec.)
Configuration Server:
host: g2
port: 2020
DB Access Point:
name: XXXXXXX_DAP_dmart
host: g1
port: 12082
Historical support: OK
Number of Objects Requested: 449
Number of Real-Time Statistics: 444
Number of Historical Statistics: 0
Number of Thresholds Applied: 0
CCPulse+ - Stat Server Time Offset: 00:00:01
Workspace Name: XXXXXXX
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Is the user used the same?
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Yes same for both.
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new development that I think is causing this issue.
When using the Historical Option is there a way to adjust the time out for the DB server? I've found that when I try to connect to the DB server I get:
Connection to the specified DB server
(host: g2, port: 12082)
cannot be established
Operation timed out.
ORA-01017: invalid username/password; logon denied
Is there a way to change the time out? and determine where the logon error is coming from?
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try adding on the hosts file of the windows PC the ip and DNS name of the genesys server, I had a similar issue with OCManager and couldn't get it work because hostname was not reachable...
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ORA-01017: invalid username/password; logon denied
- this indicates an invalid username/password to access the (Oracle) Database, not a CME/Genesys username/password error. Aside from all of the other advice here, you might want to check your DAP to the CCA Historical Views, from within the CCPulse Application in CME and make sure you've got the right Oracle login credentials...
Tony
[quote author=davidw link=topic=2657.msg10841#msg10841 date=1200435390]
new development that I think is causing this issue.
When using the Historical Option is there a way to adjust the time out for the DB server? I've found that when I try to connect to the DB server I get:
Connection to the specified DB server
(host: g2, port: 12082)
cannot be established
Operation timed out.
ORA-01017: invalid username/password; logon denied
Is there a way to change the time out? and determine where the logon error is coming from?
[/quote]
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I found the issue. I found that my superuser access was timing out when connecting to the DB server. Once the connection failed the Historical Option was lost. So I logged into the account as a general user and was able to connect to the DB and access the Historical data.
I was told that version 7.5 would help with the connection and loading time? Has anyone used this version?
thanks,
David