Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: SagaAssist2016 on August 25, 2016, 09:28:34 AM

Title: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 25, 2016, 09:28:34 AM

Morning All,

Has anyone encountered an issue with Genesys Outbound Campaign Manager 7.6 whereby everything is visible in Config Manager, but when wanting to start/stop campaigns in OCM, you can't see them. If you leave OCM open, then build a new campaign in CM, then switch back to OCM it's now visible, BUT, when you log out of OCM and back in again,that newly built campaign has completely disappeared. I've never seen it do this before, and am totally stumped on what to do to rectify.

Can anyone help me ?

Cheers
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: Kubig on August 25, 2016, 10:27:48 AM

OCM is deprecated, use the GA.

Title: Re: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 25, 2016, 11:51:03 AM

Hi,

Sorry, what do you mean. It was working fine yesterday,and now it's not. What do I need to do to fix it ? Do I have to turn something off and on again somewhere ?

Thanks in advance.
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: cavagnaro on August 25, 2016, 04:08:23 PM

Maybe OCS is not correctly sync with CfgServer. Try a OCS restart

Title: Re: Agent Groups and Campaigns Not Visible
Post by: Dionysis on August 26, 2016, 04:02:28 PM

^^ This.

OCS is notorious for losing connection to Config server, especially in older versions.  Genesys support will tell you that configuring addp should resolve the problem, it's a lie.  ADDP only detects disconnections, the problem is that OCS does nothing with this information.

If this is a new problem, something must have changed to cause it, have you upgraded OCS, OCM, or changed the permissions in your Config Environment?  These things don't generally break on their own.

Title: Re: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 30, 2016, 09:26:30 AM

Hi Again,

  Where are the permissions in Config Environment, as I'll take a look in there first before stopping and restarting anything.

Cheers
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: nonny on August 30, 2016, 09:32:14 AM

*blink*

Sent from my SM-N9005 using Tapatalk

Title: Re: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 30, 2016, 10:02:10 AM

Hi Nonny,

Sorry, that didn't come through. Just says *blink* .

Cheers
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: cavagnaro on August 30, 2016, 12:35:27 PM

lol, yeah, because permissions are handled on CME...and has nothing to do with that.

Title: Re: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 30, 2016, 12:48:58 PM

Hi Cavagnaro,

Where are the permissions in CME ? I can't see them.

Cheers
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: cavagnaro on August 30, 2016, 01:26:03 PM

Weeelllll sir.
if you don't know, you will mess...it is not easy
Right click an object and See security tab.
Good luck, I won't help messing on that as can be quite complex.
Again, as experts, symptoms don't match

Title: Re: Agent Groups and Campaigns Not Visible
Post by: SagaAssist2016 on August 30, 2016, 01:56:49 PM

Thanks for that. The server team and DBA's will be rebooting everything tonight, so hopefully that might kick it back in to action.

It is an odd one though. Never seen it do this before.

Cheers
SP

Title: Re: Agent Groups and Campaigns Not Visible
Post by: Dionysis on August 30, 2016, 03:14:33 PM

If you want to check if it's permissions, just log in with a Super Admin account and see if you can replicate the issue.  If it happens to a Super Admin, it's not permissions. 

As Cav said though, be VERY careful messing with permissions, and never ever ever EVER check the "replace recursively" box unless you're damn sure what you're doing.  It will push your permission change UP through the tree, and then be inherited DOWN again through the entire environment.  You can completely brick your environment doing this.

No need to reboot "everything" though, just restart the OCS through GA.  Only takes a few minutes. Remember, there is no prize for uptime, Genesys needs a good kicking every so often. ;)