This article covers what troubleshooting steps to take when Chronicall stops logging or is having issues communicating between the Chronicall and the Phone server.
Is User Licensed?
- Check Cradle to Grave to verify it isn't a specific user having issues logging.
- It may be that you are logging, and have some users that are not licensed to log. Any unlicensed users will show as "unlicensed" inside of Cradle to Grave.
- You can license users by logging into Chronicall, and navigate to User Management > User Licenses.
- Here you can verify all applicable agents are licensed, then select Refresh Users and Groups under Manage Users on the previous screen.
Full Hard Drive?
- Verify the hard drive where Chronicall is installed on the Chronicall server is not currently full.
- If your hard drive on the Chronicall server is full or close to being so, that will cause Chronicall to stop logging as it has no more room to store call records in the database.
- You can refer to this article if you need to clean some logs up to free up some room on the Chronicall server.
Is Chronicall Logging?
Here we will want to review our logging status again. You can verify this by clicking on the bell on the home screen as shown below.
- In the screenshot below, we are logging from all connected phone servers and there are no red errors inside System Status (the bell).
- If there is a specific PBX you are having issues connecting too, it will tell you in red below such as bad PBX IP address, or invalid credentials.
- If you are getting a "could not connect to server" error message, please refer to this article.
Verify PBX Setup Below
Avaya IPO Steps
This article covers what troubleshooting steps to take when Chronicall stops logging or is having issues communicating with the IP Office servers.
- Follow these next two steps to navigate to the IP Office system having issues with logging. Go to Admin (System) > System Settings > Server Edition and select the (...) next to IP Office Connections.
- Select the IP Office you are having issues logging with, by selecting the (...) next to each one.
- If you do not see all your IP Office locations listed here, it likely hasn't been added yet and that is why you are missing data. If this is the case, select Add to configure a new IP Office to log with.
- Follow these steps linked here to set up your new DevLink3 Username and Password for IP Office v.10 and higher.
- If you have already set this up, it is possible the rights group or user has become corrupted. Recreate the rights group and user via this link to test.
- For IP Office version 9.1 and lower, you just need the IP address and Monitor password as shown in the linked article.
- Once you have re-entered the correct IP address, Monitor Password, or DevLink 3 username and password, save the settings.
- It should connect automatically after waiting roughly 2 minutes and clicking on the home screen bell again.
- If it does not connect, I would recommend following the article linked in step 6 to recreate the DevLink 3 User and Password.
- You can also see the steps to reset your Monitor password here.
- Often times when there are network or firewall changes, this can block communication between the Chronicall and Avaya IPO server. I recommend checking with your Network Administration team or using the Windows service Telnet to verify the following ports are not blocked between your local servers.
- If you are on Avaya IP Office 9.0 or 9.1, please ensure that the TFTP workaround has also been applied. To verify this, follow these steps.
- If you are not a Multimedia customer and are ok with a few seconds of call logging data loss, restart the Chronicall service.
Follow these next two steps to navigate to the Shoretel system having issues with logging.
- Go to Admin (System) > System Settings > Server Edition. Verify the IP Address of your HQ Server.
- Shoretel pre Chronicall 3.8.6 has two different spots for IP Addresses, and they have to be identical and to the HQ server. This is no longer relevant in our most recent builds of Chronicall, 3.8.6 and later.
- Select the (...) as shown in the screen above on the ECC Integration line. Verify the below information. In order to see the ECC groups, Routepoints, and IVR's in Chronicall these settings have to be up to date.
- Save the settings again and go back to the home screen. Give Chronicall around 30 seconds, then click on the bell again to see if it is logging. Some systems may take longer.
- Often times when there are network or firewall changes, this can block communication between the Chronicall and your PBX server.
- I recommend checking with your Network Administration team or using the Windows service Telnet to verify the following ports are not blocked between then Chronicall server and your local Shoretel server.
- If you are not a Multimedia customer, restart the Chronicall service on the Chronicall server to retry the connection. If the issue reoccurs regularly and a restart of the service fixes this, continue to the next step.
- This is a known issue and restarting the Chronicall service is a workaround. The issue is covered in the next step below.
- We have detected a common issue between the Shoretel server and Windows server 2012 and 2016.
- It relates to the TAPI connection between the two, and the line information suddenly failing to load. You will want to contact your Shoretel partner, or Xima to get the Shoretel Multi Line Browser to test this.
- While Chronicall is not logging, run the Shoretel Multi Line Browser tool and click the Green Checkmark shown below.
- In the white box above, you should see the line information start loading if that TAPI connection is working.
- If it freezes and fails to load any lines, this indicates that the issue lies on the Shoretel side as their own tool is also failing to load the line information on your local server. If we cannot see the line information on the network, we are unable to log live call data.
- We recommend at this point reaching out to a Shoretel TAC to find out why the line information is failing to load in the Shoretel Multi Line Browser.
- If the line information does load properly in the white box above after clicking the green check mark, and Chronicall is still not logging continue to the next step.
- If you recently updated Chronicall for Shoretel, please see this article.
- Sometimes the license file can get stuck during an update to Chronicall, and the linked article here covers this resolution.
- The last step we would suggest re-installing the Shoretel Remote TAPI Service Provider on the Shoretel server.
Avaya CM TSAPI Steps
- Check the most recent Tomcat Start or Roll logs for relevant errors. This can help identify what you are hitting an error with regarding your CM and or AES Log in.
- I would recommend searching for T-LINK and SOAP errors in the tomcat logs in the file paths below.
- You can use Cntrl+F to search the tomcat logs in Windows.
- C:\Program Files (x86)\Xima Software\Chronicall\tomcat\logs
- C:\Program Files\Chronicall\tomcat\logs
- /var/lib/Xima\ Software\Chronicall\tomcat\logs
- Verify you have the correct credentials for Chronicall to communicate with CM by logging into CM and AES with the credentials Chronicall is using.
- While logged into AES, check the CTI-Link status to verify it is up. To check this navigate to Status > Status and control > TSAPI service summary on the aes web interface.
- If the credentails in Step 2 work for logging into CM and AES, try inputting them again into the CM server settings inside Chronicall. Select OK and save changes.
- Wait 45 seconds, then go back to the home screen and select System Status. See if it is green and logging now. You need to click on the bell to refresh it, and it can take some time to reconnect.
- If you are still not logging, the next step would be to reset the TAPI service.
- *WARNING, Do not do try this step unless your system isn't live or it is after hours. This will drop all phone calls in the system if you do this step on a live PBX system.* Under Maintenance, open the Service Controller. Here, you will need to select TSAPI Service and click Restart Service.
Avaya CM CDR Steps
- We need to make note of what Remote Port you have in use. While we are here we can also check to see if Reliable Protocol has been disabled.
- Open GEDI and navigate to Start Emulation
- After launching the Emulator, type change ip-services
- On the first page, make note of what Remote Port you have configured.
- Navigate to the 3rd page too see if Reliable Protocol is set to Y. If so we need to set it to N.
- Ensure the Chronicall Orient services are running.
- If you are on Chronicall 3.94 or earlier, check for conflicting Orient Jar files in the Chronicall Directory. Sometimes updating Java can create duplicate .jar files inside the Chronicall Directory. If so, delete the older .jar files that have the exact name of another .jar file, as shown in this article.
- Verify IP Address and CM Mode as shown below reflects your current setup. The below screen shows a CM configuration that is logging both CDR And TSAPI data, but you may just be logging one or the other.
- Check your CDR Config as covered in the installation guide here. The article linked contains CDR setup in section 1.3 which covers the configuration.
- While here you should also verify the Node is configured to send to Chronicall.
- Double check the remote port that was configured in 1.3 of the installation guide as well. With missing CDR data, you will want to verify that port matches the CDR port in Chronicall's hidden settings under Admin(System) > System Settings > *hold Shift* and select Advanced Settings.
- Access the GEDI Emulator and check the CDR Link Status with the command "status cdr-link" to verify it is up and running.
- You only want to try this step outside of normal business hours. Restart the CDR Link via this article.
- Chronicall logs data with Cisco via a few different data streams. We use the CDR and JTAPI data to log call details and events. We use Unity to track voicemail and auto attendants. Chronicall connects to UCCX to monitor Realtime data on agents and groups.
- When you selected the Bell on the home screen, it will indicate if you are having a connection issue with the CDR or JTAPI connection.
- If these are not connecting and they were before, navigate to the server settings inside Chronicall. Go to Admin (System) > System Settings > Cisco UCM (site #).
- Verify the correct UCM IP Address and Credentials are correct. There is no way to test this on Cisco's end, but it is easy to reset on Cisco's side.
- Tomcat logs in the Chronicall directory will also display authentication errors if the IP or Password is incorrect.
- You can also pull up CMD prompt to see if you can ping this IP addresses.
- Verify that the Cisco Application User shown above has access to the required roles inside the Cisco system.
- One of the most common reasons for Cisco to stop logging stems from not enough memory (RAM) on the Chornicall server, or not enough memory dedicated to Chronicall. The Chronicall server requires at least 8 gigabytes of memory (RAM), and an 8 core processor. Verify your server meets these suggested specs for Cisco.
- If you have plenty of memory and do not see unusually high memory utilization on the Chronicall server, the next step would be to allocate more memory directly to Chronicall. The easiest way to do this is to upgrade to the most recent build (3.95 or higher) as it will have Java 64 bit built in, and be able to allocate up to 4 gigs of memory directly to Chronicall.
- If you are on Chronicall 3.94 or earlier and do not wish to upgrade at this time, you can follow this guide to update Java to 64 bit. This document covers manually updated Java 32 and 64 bit, and then manually running an update for the current version you are on is available from our website. This is a much more complex step that is not required if you update to our most recent build. It should also be noted that each time you run your current versions update, it will stop and restart the services, causing a gap in the call logs while it is down.
- If you notice Voicemail and Auto Attendant events are not showing in Call Detail or Cradle to Grave, you will want to verify your Unity IP Address. You can also pull up CMD prompt to see if you can ping this IP address. While here also ensure