Cisco Unified Workforce Optimization
WFM Troubleshooting Guide 8.5(1)
November 2010
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WFM Troubleshooting Guide
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Contents
1
Introduction 5
■
Overview
5
WFM Documentation
5
Obtaining Documentation and Submitting a Service Request
Documentation Feedback
2
3
6
Technical Information 7
■
Overview
7
■
WFM Components
■
Service Names and Executables 9
■
Service Failure Effects 10
8
Capacity and Performance 11
■
Overview
11
■
Product Limitations 12
■
Failover 13
■
WFM Administration Server
■
Backing Up and Restoring the WFM Database 15
14
Backing up the WFM Database 15
Restoring the WFM Database
■
5
System Capacity
17
20
Logs and Debugging 21
■
Overview
21
■
Logs and Debugging
22
Setting the Default Debugger 23
Log Message Formats
Configuration Files 26
25
5
Contents
■
6
Enabling Debugging
27
Disabling Debugging
29
Error Messages
31
Troubleshooting 37
■
Overview
■
WFM Installation Problems 38
■
WFM Application Problems 39
■
WFM Administration Problems
■
WFM Service Problems 44
■
Odysoft ODBC Collector Problems
Index 47
37
40
46
Introduction
Overview
This document provides basic troubleshooting information for Cisco Workforce
Optimization Workforce Management (WFM).
WFM Documentation
The following documents contain additional information about Workforce
Management 8.5(1).
■
Workforce Management Installation Guide
■
Workforce Management Administrator User Guide
■
Workforce Management Agent User Guide
■
Workforce Management Release Notes
Obtaining Documentation and Submitting a Service
Request
For information on obtaining documentation, submitting a service request, and
gathering additional information, see the monthly What's New in Cisco Product
Documentation, which also lists all new and revised Cisco technical documentation,
at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
(Click Obtaining Additional Information.)
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple
Syndication (RSS) feed and set content to be delivered directly to your desktop using a
reader application. The RSS feeds are a free service and Cisco currently supports RSS
version 2.0.
November 2010
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WFM Troubleshooting Guide
Documentation Feedback
You can provide comments about this document by sending email to the following
address:
ccbu_docfeedback@cisco.com
We appreciate your comments.
6
November 2010
Technical Information
Overview
This chapter covers the following topics.
November 2010
■
WFM Components (page 8)
■
Service Names and Executables (page 9)
■
Service Failure Effects (page 10)
7
WFM Troubleshooting Guide
WFM Components
A WFM system contains the following components:
■
Workforce Management Capture Service
■
Workforce Management Compile Service
■
Workforce Management OOC Service
■
Workforce Management Request Service
■
Workforce Management Adherence (RTE) Service
■
Workforce Management Sync Service
■
Apache Tomcat Service
See the Workforce Management Installation Guide for information on configuration,
hardware, and third-party software requirements.
8
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Service Names and Executables
Service Names and Executables
Table 1 lists the names of the services, corresponding executables that comprise
WFM, and the components in which these services reside. For example, the
transaction services component includes Apache tomcat, RTE service and Sync
service. For descriptions of the services, see the Workforce Management Installation
Guide.
Table 1.
Service names and executables
Service Name
Executable
Component
Apache Tomcat v5.5.9
tomcat5.exe
Transaction
services
Workforce Management Capture
Service (Capture Service)
CaptureServer.exe
Capture services
Workforce Management Compile
Service (Compile Service)
CompileServer.exe
Compile services
Workforce Management OOC Service
(OOC Service)
oosvc.exe
Capture services
Workforce Management Request
Service (Request Service)
RequestServer.exe
Process services
Workforce Management RTE Service
(RTE Service)
RTCisco.exe
Transaction
services
Workforce Management Sync Service
(Sync Service)
SyncServer.exe
Transaction
services
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WFM Troubleshooting Guide
Service Failure Effects
Table 2 explains the symptoms that appear when a WFM service fails to start. It does
not identify what happens when a service crashes.
Table 2.
10
Service failure effects
Service
Effect of Failure
Apache Tomcat v5.5.9
You cannot log into WFM.
Capture Service
Historical data cannot be retrieved.
Compile Service
Historical data cannot be compiled by day, week, month,
or year.
OOC Service
Historical data cannot be retrieved.
Request Service
The following operations cannot run: schedule
production, forecast request, distribution request, and
special event.
RTE Service
Adherence module cannot receive agent state changes.
Sync Service
No updates are sent from Cisco Unified Contact Center
Express (Unified CCX) to WFM.
November 2010
Capacity and Performance
Overview
This chapter covers the following topics.
November 2010
■
Product Limitations (page 12)
■
Failover (page 13)
■
Backing Up and Restoring the WFM Database (page 15)
■
System Capacity (page 20)
11
WFM Troubleshooting Guide
Product Limitations
There is no solution-wide, automated failover or autorecovery for WFM. It is
recommended that you back up the WFM database daily. The WFM database is
located in the custom location chosen at installation.
12
November 2010
Failover
Failover
The Workforce Management OOC Service automatically connects to a secondary
Unified CCX database when the primary Unified CCX database fails (if the secondary
database exists).
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13
WFM Troubleshooting Guide
WFM Administration Server
The WFM Administration server is an MCS platform running Windows Server 2003.
For geographic resilience, configure a second WFM Administration server as a backup
server. The second WFM Administration server should be located in a different
Network Operations Center (NOC). Database changes to the primary Administration
server are replicated to the secondary Administration server via standard Microsoft
SQL Server processes.
14
November 2010
Backing Up and Restoring the WFM Database
Backing Up and Restoring the WFM Database
This section describes how to back up and restore the WFM database using Microsoft
SQL Server 2005.
NOTE: WFM supports the backup and restore only of the current
version, not from one version to the next.
NOTE: If Cisco Security Agent (CSA) is running on your WFM server,
shut CSA down before you back up the WFM database. The backup
might fail if CSA is running while you use the SQL Server backup
utilities.
Backing up the WFM Database
Follow these steps to back up the WFM database.
To back up the WFM database:
1. On the SQL Server computer, start Microsoft SQL Server Management Studio
and log in. The Microsoft SQL Server Management Studio window appears
(Figure 1).
Figure 1.
Microsoft SQL Server Management Studio window
2. In the Object Explorer pane, expand the SQL Server instance node.
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WFM Troubleshooting Guide
3. Right-click Databases and choose Tasks > Backup. The Back Up Database
window appears (Figure 2).
Figure 2.
Back Up Database window
mmp
4. Complete the window as follows:
a. Select the database to back up.
b. Select the type of backup you want to perform on the specified database.
c. Enter the backup set name and description for the backup set.
d. Choose when the backup will expire.
e. Select the type of media to which to back up.
NOTE: If there are no tape devices attached to the server, the Tape
option is deactivated.
16
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Backing Up and Restoring the WFM Database
5. Click Add to enter a backup destination. The Select Backup Destination dialog
box appears (Figure 3).
Figure 3.
Select Backup Destination dialog box
6. Select a destination file name or backup device and click OK.
NOTE: It is a good idea to include the time and date in the file name
for the backup database.
7. Click OK again to back up the database. An information dialog box appears
indicating the backup operation has completed successfully.
8. Click OK to dismiss the confirmation dialog.
Restoring the WFM Database
Follow these steps to restore the WFM database.
To restore the WFM database:
1. On the SQL Server computer, start Microsoft SQL Server Management Studio
and log in.
2. In the Object Explorer pane, expand the SQL Server instance.
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WFM Troubleshooting Guide
3. Right-click Databases and choose Restore Database. The Restore Database
window appears (Figure 4).
Figure 4.
Restore Database window
4. From the To database drop-down list, select the name of the database to
which you want to restore the backup database.
5. From the From database drop-down list, select the name of the backup
database you want to restore from.
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Backing Up and Restoring the WFM Database
6. In the Select a page pane, click Options. The Options window is displayed
(Figure 5).
Figure 5.
Options window
7. Complete the window as follows.
a. Select Overwrite the existing database.
b. Ensure that the paths for both CWFM and CWFM_Log are correct.
8. Click OK to restore the database. Microsoft SQL restores the database and
displays a dialog box when the restore is complete.
9. Click OK to dismiss the confirmation dialog box.
November 2010
19
System Capacity
The system capacity for the WFM server can be defined by specific hardware and
software configurations. It is also defined by the number of users. User capacity is
defined as follows.
■
Configured users—Any scheduled or recorded agent plus all other users with
active login rights to Workforce Optimization (WFO) applications (for example,
supervisors, managers, quality evaluators, or schedulers). The maximum
capacity for configured users is the total number of users that can be
configured in WFM.
■
Concurrent users—The users who are logged into WFM at any given time. The
maximum capacity for concurrent users is the total number of users that can
be logged into WFM at any given time.
Table 3 shows Workforce Management server capacities.
Table 3.
Workforce Management server capacities
Server Configuration
Processor
20
Intel 5140 2.33 GHz dual core
2 Intel 5140 2.33 GHz dual
core
Memory (RAM)
2 GB DDR 2/DDR 3
4 GB DDR 2/DDR 3
System Storage
40 GB HDD
40 GB HDD
Cisco MCS or Equivalent
7835
7845
Max Number Configured
Users
450
900
Max No. Concurrent Users
150
300
November 2010
Logs and Debugging
Overview
This chapter covers the following topics.
November 2010
■
Logs and Debugging (page 22)
■
Error Messages (page 31)
21
WFM Troubleshooting Guide
Logs and Debugging
Applications and services use logging to report status and problems. Each application
and service creates two files:
■
Log files (files with the *.log file extension) contain status messages and, if
problems occur, warning and other error messages. All messages in log files
are identified by an error code. See "Error Messages" on page 31 for more
information on error codes.
■
Debugging files (files with the *.dbg file extension) are empty when debugging
is not enabled. When debugging is enabled (the default setting), the files
contain diagnostic information that can help resolve issues.
Log and debugging files are located in the ...\Cisco\WFO_WFM\log folder on the client
or server computer.
By default, logging is enabled, except in the following three configuration files:
■
<InstallDir>/Capture/programs/P$MAIN.CAL
■
<InstallDir>/Compile/programs/P$MAIN.CAL
■
<InstallDir>/Request/programs/P$MAIN.CAL
The default configuration settings limit each log and debugging file to a maximum of
10 MB and 20 rolling files for WFM services and 5 MB and 5 rolling files for
applications. For example, when a service’s log or debug file reaches 20 MB, it is
closed and renamed, and a new file is started.
Files with the *.cfg extension produce logs using this numbering scheme:
<name>0001.log is created and filled.
<name>0002.log is created when the first file is full.
<name>0001.log is cleared and reused when the second file is full.
<name>0002.log is cleared and reused when the third file is full.
And so on.
Files with the *.properties extension produce logs using this numbering scheme:
<name>.log is always the file currently being filled.
<name>.log.1 is the most recent filled file.
Debugging logs follow these same numbering schemes, but use the *.dbg file
extension.
22
November 2010
Logs and Debugging
Setting the Default Debugger
When Microsoft SQL Server 2005 is installed on the Database Services server,
Microsoft Visual Studio is also installed and configured as the default debugger on
that server. It is recommended that you reset Dr. Watson for Windows as your default
debugger.
To reset Dr. Watson as your default debugger:
1. On the server hosting the WFM Database services, click Start > Run.
2. In the Open field, type drwtsn32.exe and click OK.
Dr. Watson for Windows starts.
3. Configure the settings to match those shown in Figure 6.
November 2010
■
Accept the default Log File Path and Crash Dump locations.
■
Set the Crash Dump Type to Full.
■
Clear the Visual Notification check box.
23
WFM Troubleshooting Guide
4. Click OK.
Figure 6.
Dr. Watson configuration settings.
5. Click Start > Run.
6. In the Open field, type drwtsn32.exe -i and click OK.
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November 2010
Logs and Debugging
You will see the confirmation dialog displayed in Figure 7.
Figure 7.
Dr. Watson confirmation dialog box.
7. Click OK to close the dialog box.
Dr. Watson is now set as your default debugger.
Log Message Formats
The following are the formats used by the various log and debug file messages. Each
format is followed by an example.
C++ and Java *.log file messages
<timestamp> <level> <error code> <error text>
2008-02-10 12:44:17,703 INFO WMPI0000 Starting WFM Post Install
C++ *.dbg file messages
<timestamp> [<thread ID>] <level> <text>
2008-02-12 10:10:21:015 DEBUG [0xfac] corbaInitialize:: Server port is
<59011>
Java *.dbg file messages
<timestamp> <level> [<thread name>] <class:line> <text>
2007-04-07 15:40:31.954 STACK [Th2] Init#:run:113 ClaimException…
Java (log4j) *.log file messages
<timestamp> [<thread name>] <level> [LINE-<number>] [<class:method>]
<text>
2007-04-07 14:54:00,067 [Th2] INFO [LINE-1534] [Init:un] Started.
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WFM Troubleshooting Guide
Configuration Files
Each application and service has an associated configuration file that controls logging
and debugging. These files can be edited in a text editor such as Windows Notepad to
change the logging and debugging parameters.
Configuration files are located in the …\Cisco\WFO_WFM\config folder on the client or
server computer.
CAUTION: Edit configuration files only as described in this section.
Improper changes can result in logging and/or program failure,
including the possible loss of data. You might want to make a safety
backup of any file you edit before you make changes to it.
The WFM configuration and log files are displayed in Table 4.
Table 4.
WFM configuration and log files
Configuration File
Log/Debug File
SyncServer.cfg
SyncServerXXXX.log
…/config/postinstall.properties
.../log/postinstall.log
…/log/postinstall.dbg
…/Request/programs/P$MAIN.CAL
WFM-server.log
WFM-server.dbg
…/Request/conf/logger.properties
…/log/request.log
…/log/request.dbg
…/Tomcat/conf/logger.properties
…/log/webclientXXXX.log
…/log/webclientXXXX.dbg
…rtengine/config/AcmiServer.cfg
…rtengine/log/AcmiServerXXXX.log
…rtengine/log/AcmiServerXXXX.dbg
…/Capture/programs/P$MAIN.CAL
…/Capture/programs/WFM-XXX.log
…/Capture/programs/WFM-XXX.dbg
where XXX is the name of the capture:
• C$AVAYA
• C$NORTEL_SYMPOSIUM
• C$CISCO IPCC ENTERPRISE
• C$CISCO IPCC EXPRESS
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November 2010
Logs and Debugging
Table 4.
WFM configuration and log files (cont’d)
Configuration File
Log/Debug File
…/Compile/programs/P$MAIN.CAL
…/Compile/programs/WFM-compile.log
…/Compile/programs/WFM-compile.dbg
…/Tomcat/conf/logger.properties
…/log/webclient.log
…/log/webclient.dbg
Enabling Debugging
By default, debugging is enabled. When debugging is enabled, keep in mind that the
more detail the debugging threshold provides, the slower the performance of your PC
and the bigger the size of the debug file. High debugging thresholds may also affect
the performance of other applications running on your PC.
There are four types of configuration files:
■
C++ files that use the *.cfg extension
■
Java files that use the *.properties extension
■
Java files whose file name begins with “log4j”
■
Visual Basic files that use the *.CAL extension
Each type of file uses a different syntax to enable debugging. The procedures below
describe the steps that must be followed for each type of file.
IMPORTANT: Disable debugging when it is no longer needed.
The available debugging thresholds are displayed in Table 5.
NOTE: Not all thresholds can be used in all configuration files. See
the procedures below for which thresholds can be used is particular
files.
Table 5.
Debugging Thresholds
Threshold
Description
Info
Tracks significant events during the normal life cycle of the
application. Information messages are not errors and require no
corrective action. This information can be useful when
troubleshooting. It also can be used as historical status
information.
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WFM Troubleshooting Guide
Table 5.
Debugging Thresholds (cont’d)
Threshold
Description
Debug
Usually sufficient for diagnosing a problem. Will not affect system
performance.
Call
Tracks function entry and exit.
Trace
Provides a large amount of diagnostic information. May affect
system performance.
Stack
Provides only stacktraces, which give more debugging information
when errors and warnings occur.
Dump
Provides a very large amount of detailed diagnostic information.
Likely to affect system performance.
Off
Turns off debugging.
To enable debugging in files with a *.cfg extension:
1. In a text editor, open the desired configuration file.
2. Under the section headed [Debug Log], set the debugging threshold to
DEBUG, CALL, TRACE, or DUMP. For example:
THRESHOLD=DEBUG
The line might already exist or you might have to add a new line.
3. Save the configuration file. The change takes effect immediately. You do not
have to restart the application or service.
To enable debugging in files with a *.properties extension:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold>#com.spanlink …
and replace <threshold> with DEBUG, TRACE, STACK, or DUMP.
3. Locate the line that starts with:
log4j.appender.DBG.Threshold=<threshold>#com.spanlink …
and replace <threshold> with the same value you used in Step 2.
4. Save the configuration file. The change takes effect according to the
splk4j.watch.check setting (by default, within 90 seconds). You do not have to
restart the application or service.
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November 2010
Logs and Debugging
To enable debugging in log4j files:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold> …
and replace <threshold> with DEBUG or TRACE.
3. Save the configuration file.
4. Restart the application or service for the new setting to go into effect.
To enable logging and debugging in *.CAL files:
1. In a text editor, open the desired configuration file.
2. Ensure that the following lines are set as follows:
LogMessages=ON
DebugMessages=DEBUG
The available debug levels are OFF, DEBUG, CALL, TRACE, and DUMP.
3. Save the configuration file.
4. Restart the application or service for the new setting to go into effect.
Disabling Debugging
It is important to disable debugging when it is no longer needed for diagnostic
purposes. Debugging can affect the performance of your PC if it is left enabled.
To disable debugging in files with a *.cfg extension:
1. In a text editor, open the desired configuration file.
2. Under the section headed [Debug Log], set the debugging threshold to OFF.
For example:
THRESHOLD=OFF
3. Save the configuration file. The change takes effect immediately. You do not
have to restart the application or service.
To disable debugging in files with a *.properties extension:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold>#com.spanlink …
and replace <threshold> with STACK.
3. Locate the line that starts with:
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WFM Troubleshooting Guide
log4j.appender.DBG.Threshold=<threshold>#com.spanlink …
and replace <threshold> with OFF.
4. Save the configuration file. The change takes effect according to the
splk4j.watch.check setting (by default, within 90 seconds). You do not have to
restart the application or service.
To disable debugging in log4j files:
1. In a text editor, open the desired configuration file.
2. Locate the line that starts with:
log4j.rootLogger=<threshold> …
and replace <threshold> with INFO.
3. Save the configuration file.
4. Restart the application or service for the new setting to go into effect.
30
November 2010
Error Messages
Error Messages
Error messages are classified by the level of severity of the error. These levels are:
■
Fatal. The program cannot continue.
■
Major (Error). The program has suffered a loss of functionality, but it
continues to run.
■
Minor (Warn). There is a malfunction that is a nuisance but that does not
interfere with the program’s operation.
■
Informational. Not an error, this is related information that may be useful for
troubleshooting.
Error Code
Description
WMCS0000
Text:
[message]
Type:
Info
Description:
Miscellaneous informative messages indicating
program progress or status. These indicate normal
operation and can be ignored.
Action:
None.
Text:
Cannot add <dataTypeName> <name> to the
database: <reason>
Type:
Error
Description:
An error occurred while trying to add data to the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot find <dataTypeName> <name> in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to find data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
WMCS2000
WMCS2001
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WFM Troubleshooting Guide
Error Code
Description
WMCS2002
Text:
Cannot update <dataTypeName> <name> in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to update data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot delete <dataTypeName> <name> in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to delete data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot load <dataTypeName> <name> from the
database: <reason>
Type:
Error
Description:
An error occurred while trying to load data from the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot update <dataTypeName> <name> in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to update data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot add <dataTypeName>, ID <id>, to the
database: <reason>
Type:
Error
Description:
An error occurred while trying to add data to the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
WMCS2003
WMCS2004
WMCS2005
WMCS2005
32
November 2010
Error Messages
Error Code
Description
WMCS2006
Text:
Cannot find <dataTypeName>, ID <id>, in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to find data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot update <dataTypeName>, ID <id>, in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to update data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot delete <dataTypeName>, ID <id>, in the
database: <reason>
Type:
Error
Description:
An error occurred while trying to delete data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot load <dataTypeName>, ID <id>, from the
database: <reason>
Type:
Error
Description:
An error occurred while trying to load data from the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Cannot populate <screenControl>: <reason>
Type:
Error
Description:
An error occurred while trying to populate the
screen with data.
Action:
Make sure the database is running and accessible.
Check the status of the network.
WMCS2007
WMCS2008
WMCS2009
WMCS2010
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WFM Troubleshooting Guide
Error Code
Description
WMFW0000
Text:
[message]
Type:
Info
Description:
Miscellaneous informative messages indicating
program progress or status. These indicate normal
operation and can be ignored.
Action:
None.
Text:
Invalid <name> value <value> in <location>:
<reason>
Type:
Fatal
Description:
Configuration or installed data is missing or invalid.
Action:
Replace or fix the data value. Check the status of
the network.
Text:
Error executing a remote process: <reason>
Type:
Error
Description:
An error occurred while trying to execute a remote
process.
Action:
Verify that services are running. Check the status of
the network.
Text:
Invalid <name> value <value> in <location>:
<reason>
Type:
Error
Description:
Configuration or installed data is missing or invalid.
Action:
Replace or fix the data value. Check the status of
the network.
Text:
Error accessing the database: <reason>
Type:
Error
Description:
An error occurred while trying to access the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
Text:
Removed selected bad connection from pool.
Type:
Warn
Description:
A bad connection was removed from the pool.
Action:
None.
WMFW1000
WMFW2004
WMFW2007
WMFW2008
WMFW3000
34
November 2010
Error Messages
Error Code
Description
WMFW3001
Text:
Database connection was bad: <reason>
Type:
Warn
Description:
Connection in database connection pool was bad.
Action:
None.
Text:
Database connection <poolName> does not exist.
Type:
Warn
Description:
Pooled connection does not exist.
Action:
None.
Text:
Cannot close <dataType> <name>: <reason>
Type:
Warn
Description:
An error occurred while trying to close a connection.
Action:
None.
Text:
[message]
Type:
Info
Description:
Miscellaneous informative messages indicating
program progress or status. These indicate normal
operation and can be ignored.
Action:
None.
Text:
Cannot get connection on <name>: <reason>
Type:
Error
Description:
An error occurred while trying to get a connection
from the pool.
Action:
Verify that services are running. Check the status of
the network.
Text:
Internal error: <reason>
Type:
Error
Description:
An unexpected internal error occurred.
Action:
Contact your system administrator.
WMFW3002
WMFW3003
WMWC0000
WMWC2000
WMWC2001
November 2010
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WFM Troubleshooting Guide
Error Code
Description
WMWC2002
Text:
Cannot find bundle key <key>: <reason>
Type:
Error
Description:
An error occurred while trying to find a bundle key.
Action:
Verify that the language bundle properties files are
in <INSTALL_DIR>/Tomcat/webapps/c3/
WEB-INF/classes/com/odysoft/calabrio/ui/
resource.
Text:
Unexpected server error: <reason>
Type:
Error
Description:
An unexpected error occurred on the server.
Action:
Verify that services are running. Check the status of
the network.
Text:
Cannot serialize object <id>: <reason>
Type:
Warn
Description:
An error occurred while trying to serialize the report
context.
Action:
Make sure the disk is not full.
Text:
Cannot find <dataLabel> <dataName> in the
database: <reason>
Type:
Warn
Description:
An error occurred while trying to find data in the
database.
Action:
Make sure the database is running and accessible.
Check the status of the network.
WMWC2003
WMWC3000
WMWC3001
36
November 2010
Troubleshooting
Overview
The following topics describe solutions to common problems found when configuring
and administering WFM.
November 2010
■
WFM Installation Problems (page 38)
■
WFM Application Problems (page 39)
■
WFM Administration Problems (page 40)
■
WFM Service Problems (page 44)
■
Odysoft ODBC Collector Problems (page 46)
37
WFM Troubleshooting Guide
WFM Installation Problems
Problem
The Configuration Setup tool displays the following error message when
the WFM database cannot be created or updated because permission
was denied or a database already exists.
Could not execute data for step Create WFM DB:
Could not create Reports database.
Could not update database.
CREATE DATABASE permission denied in database ‘master’.
Solution
Perform the following task to resolve the problem.
1. Verify the SQL Server Login name is configured correctly. The
following roles must be assigned to the SQL Server Login name:
■
dbcreator
■
sysadmin
The instructions for creating the SQL Server Login for WFM can be
found in the WFM Installation Guide.
2. For WFM version 8.3(3) or later, remove the Hibernate database if it
exists.
3. Run the Configuration Setup tool again.
38
November 2010
WFM Application Problems
WFM Application Problems
Problem
Popup windows do not appear after clicking their corresponding links in
WFM.
Solution
Popups are being blocked by Internet Explorer. Turn popup blocking
options off in Internet Explorer.
Problem
When viewing the WFM application using Internet Explorer 7.0, double
images appear in the application user interface.
Solution
The DPI setting on you monitor is set to display Large size (120 DPI)
fonts. Change the DPI setting on your monitor to Normal size (96 DPI).
Problem
Graphs in the Dashboard do not have y-axis labels.
Solution
None.
November 2010
39
WFM Troubleshooting Guide
WFM Administration Problems
Problem
The following message appears when a user logs into WFM.
HTTP Status 403 - Access to the requested resource has been denied.
Solution
There are no roles assigned to the user. Assign at least one role to the
user.
Problem
Agents who do not exist in the WFM database appear in reports. The
following message appears in the log:
Failed to add the skill. An unexpected exception occurred.
Solution
A failure occurred when the Sync Service tried to add agents to the
database. Unified CCX is case sensitive and WFM is not case sensitive.
For example, Agent John Doe’s user ID in Unified CCX is johndoe. The
Sync Service adds johndoe to the WFM database. Agent John Doe is
then deleted from Unified CCX and the Sync Service deactivates
johndoe in the WFM database. Agent John Doe is then entered again in
Unified CCX with the user ID, JohnDoe. The Sync Service generates an
error due to the unique ID constraint—it considers johndoe and
JohnDoe to be the same user ID, while Unified CCX does not.
Use unique user IDs for each user in Unified CCX. Do not enter identical
user IDs in Unified CCX where the only difference between the two user
IDs is case-sensitivity.
40
Problem
A user modifies the ID or name of a team that is administered in
Unified CCX.
Solution
Restart the Sync Service to synchronize the Unified CCX database with
the WFM database.
November 2010
WFM Administration Problems
Problem
A user mistakenly deletes a CSQ or a team that is administered in
Unified CCX.
Solution
Restart the Sync Service to synchronize the Unified CCX database with
the WFM database.
Problem
Cannot sort column by numeric or alphabetic order in the Strategic
Forecasts List
Solution
None
Problem
Cannot sort column by numeric or alphabetic order in the Strategic Plan
List.
Solution
None
Problem
Agents who are marked as inactive in Unified CCX appear in WFM as
configurable agents and may be scheduled for work.
Solution
Access Unified CCX Administration (appadmin). Go to the Resources
page under RmCm Configuration. Delete the inactive agents from the
Inactive Agents list.
Problem
You have assigned the Supervisor, Scheduler, or Admin role to a user in
WFM. The user can see the names of the supervisor, scheduler, or
admin tasks in the Navigation menu, but cannot perform any of those
tasks.
Solution
By default, WFM assigns the Agent role to users that are imported from
Unified CCX. You cannot assign a different role to an imported user.
If Active Directory is enabled for your WFM server, complete the
following steps to assign the Supervisor, Scheduler, or Admin role to a
WFM user.
1. In WFM, delete the user that was imported from Unified CCX.
November 2010
41
WFM Troubleshooting Guide
2. In WFM, create a new user with the same name as the user you
just deleted.
3. Assign the desired role (Supervisor, Scheduler, or Admin) to the
WFM user you created in step 2.
After WFM is synchronized with Unified CCX, the user you deleted in
step 1 will reappear in WFM. Do not activate the user that was imported
to avoid conflict with the user you created in step 2.
If Active Directory is disabled for your WFM server, create a second login
for the user to whom you would like to assign the Supervisor, Scheduler,
or Admin role.
Problem
A blank page appears in the browser after logging into WFM. The user
cannot access WFM.
Solution
Verify SQL is up and running, restart the Tomcat service, and then try
logging into WFM again.
Problem
A Call Forecast fails to complete. Its status remains in the
1 (Processing) state on the Server Request List.
Solution
Perform the following task to resolve the problem.
1. Restart the Request Service. The status for the Forecast Call
changes to 9 (Unsuccessful) state.
2. Resubmit the Call Forecast request.
Problem
WFM failed to create a report when the CSV option was selected in the
Format field. The following message appears when you try to generate a
report with the CVS format.
To access CVS/PDF files, enable Internet Explorer Security Setting:
Automatic prompting for file downloads
Solution
Perform the following task to resolve the problem.
1. From the Internet Explorer browser, select Tools > Internet Options.
The Internet Options window appears.
42
November 2010
WFM Administration Problems
2. Click the Security tab and then click Custom Level.
3. Scroll down to Automatic Prompting for File Downloads under
Downloads, choose Enable, and click OK.
4. Click Yes to dismiss the Warning dialog and click OK to dismiss the
Internet Options window.
5. Resubmit the CVS report. The File Download dialog appears.
6. Click Open to display the report.
Problem
A user might have to wait up to 30 seconds to open Reports after the
server is booted. This only happens to the first user who accesses a
Reports after the server is booted.
Solution
None. Some time is required when the first user open Reports. The
Reports feature connects to the database, establishes privileges, and
displays a menu based on the user’s role. After the connections is
established, you can quickly access reports.
November 2010
43
WFM Troubleshooting Guide
WFM Service Problems
Problem
You attempt to stop the OOC Service through the Microsoft
Management Services Console. An error message appears saying that
the OOC Service cannot be stopped.
Solution
Start the Windows Task Manager. From the Processes tab, stop the
processes named oosvc.exe and ooCollector.exe.
Problem
The log file for the Sync Service has messages with the following format:
2007-10-19 10:05:09:912 INFO ACMI0000
AcmiConnectionMgr::EstablishConnection:: Failed to create session to
host <unified-ccx-ip-address> port (42027). Error
Solution
This is an informational message only; no action needs to be taken.
Problem
RTE Service failed to start on system boot.
Solution
After rebooting the server on which the WFM transaction services are
installed, the RTE Service fails to start. This is an intermittent problem.
When this problem occurs you might see a a Visual Studio Just-In-Time
Debugger window describing an issue with the AcmiServer.exe.
Verify the RTE Service has started after a system boot. If the Status field
in the Services window for this service is blank, start the RTE Service.
44
Problem
The CTI momentarily failed in the ACD and the RTE Service fails to start
after the connection to the ACD database was restored.
Solution
Manually restart the RTE service.
November 2010
WFM Service Problems
Problem
When uninstalling WFM software via the Control Panel Add or Remove
Programs utility, the WFM uninstaller can’t stop the OOC service, and
eventually times out. The OOC service is left in a stopping state.
Solution
Reinstall WFM, manually stop the OOC service, and then use the Add or
Remove Programs utility to uninstall WFM.
November 2010
45
WFM Troubleshooting Guide
Odysoft ODBC Collector Problems
46
Problem
An error message containing the word “erreur” (French for “error”)
appears when testing the server connection from the Capture Agent
window in Odysoft ODBC Collector. The rest of the error message is in
English.
Solution
Fix the error described in the error message and test the
connection again.
November 2010
Index
A
administering the database 15
administration server
backup 14
primary 14
autorecovery 13
L
limitations, product 12
Logs 22
editing configuration files 26
message formats 25
P
C
capacity 11
common problems
solutions for 37
components 8
Configuration files 26
CWFM
troubleshooting solutions 39
D
database
administration 15
backing up 15
Debugging 22
disabling 29
editing configuration files 26
enabling 27
E
Error messages 31
performance 11
product limitations 12
S
service failure table 10
solutions, described 37
T
technical information
described 7
service failure table 10
service names and executables 9
troubleshooting solutions for CWFM 39
W
WFM
administration server 14
components 8
F
failover 13
November 2010
47
WFM Troubleshooting Guide
48
November 2010