Monday, October 27, 2008

QueueManager cannot resolve any names

Problem: I have added agents to my the agent list, however none of them recieve chats. Also, I have looked at the debug logs and they say that the user names cannot be resolved.

Debug Output:



Solution: There are two known issues which may cause this. Another problem may be that you are spelling the name wrong. Try different variations; try their fully qualified name; try there CN= name...

One known issue has to do with the resolve returning multiple names. If you are trying to add TestUser1 to your QueueBot, but in your names.nsf users TestUser1, TestUser10, TestUser100 all exist, then the QueueBot cannot handle that. When the QueueBot tried to resolve TestUser1, all three of those names are returned and the QueueBot does nto know how to handle that.


Another known issue is with Directory Assistance. If the DA is not setup correctly, then the QueueBot will have issues resolving names. The DA is setup in the server configuration document:



You can test this by clearing this field so that the DA is not used and then trying to resolve names in QueueManager (you may need to restart the Sametime server after clearing the DA field).

Monday, October 20, 2008

Agents sometimes don't recieve any requests to take chats sometimes

This situation would be where sometimes you see that a customer has contacted the QueueBot, but the agents do not recieve any messages to take the customers request.

One reason is that all your agents are busy in chats, disabled, or offline. You can check this by using Option 2 of the Agent Options Menu. Agents who think they are listed incorrectly as 'Busy' or are listed as being in chats that they are not can use Option 14 to set themselves 'Free'.

Another reason for this is if your QueueBot is setup with the exact following settings outlined in red:



In this situation, every hour, the first chat recieved by the QueueBot will not go through. To remedy this, you can change the settings to the below. Note how the time indicated in the image below is less than the time in the image above. This is important.

I'm an agent and the QueueBot shows my status incorrectly

This situation would be when you use Option 2 of the Agent Options Menu, and you see that the QueueBot says that you are in chats but you don't have any chat windows open. Or if you are setup to handle more than one request at once, and you see that the QueueBot thinks your 'Busy', but in fact you think you should be 'Free'.

You can use Option 14 to reset your current chat number to 0 and also set your self free.

Imtegrity: Chat logging set to STRICT

Q: Why is Chat logging set to STRICT?

The chat logging type is set to STRICT on purpose in Imtegrity, for various reasons.
- Most of our customers are REQUIRED to log chats due to regulations like Sarbanes-Oxley
- The only way to immediately detect any issues with logging is via strict logging. In relaxed capture mode, things proceed as if nothing has happened, so you'll potentially NEVER find out that logs are not accurately captured.

Thursday, October 2, 2008

Instant Team Sessions: I can not get archives when entering places

I can not get archives when entering places.

Is there a red X next to the "get archives button"? Also, check to see if your PlaceLogger100(ID used for logging) user show up as an active participant in the left panel when entering a room. If so, check the SametimePersistantChat.properties file located in the Properties file of the installed Team Sessions files.

Solution:
If “PlaceLogger100” is the name of your placelogger, the ITPLACELOGGERPREFIX should be PlaceLogger100 (This setting is also case sensitive).

Whatever the name of the placelogger is, the ITPLACELOGGERPREFIX must have the first part of the name as the setting.

Assuming your place logger name is PlaceLogger100,
ITPLACEWATCHER and ITPLACELOGGERPREFIX should be set as below:

ITPLACEWATCHERNAME = "PlaceLogger100"
ITPLACEWATCHERPASSWORD = "password123"
ITPLACEWATCHERSERVERPRIORITY = 1
ITPLACELOGGERPREFIX = "PlaceLogger100"