Missing Users

Troubleshooting Missing Users

This article covers how to license users inside Chronicall, and steps for individual PBX telephone system troubleshooting.

Causes

The user may not exist in the phone system for Chronicall to pull
The user may be unlicensed inside Chronicall
You may need to refresh the users and groups inside of Chronicall in order for Chronicall to see the new user

Resolution

Follow the below steps to diagnose and resolve your issue with missing users based on your phone system.

Verify User Licenses

Navigate to User Management > User Licenses
Verify the user in question is licensed
If they are unchecked, and you have a license available, select the appropriate licenses and click OK

Is User In The PBX?

If the user still does not show up inside Chronicall or does not show up as someone you can apply a Chronicall license to, you will want to verify the user exists in the PBX (phone system).

Here you will want to reach out to the person that manages your phone system, to verify the user exists on the PBX side.

Continue Troubleshooting below based on your specific PBX (phone system) below.

Avaya IPO
Shoretel
Avaya CM
Cisco

Avaya IPO Steps

Enable TFTP Directory Read (This is for legacy installs of IPO, 9.1 and earlier)

Log into Avaya Manager
Select File > Advanced Settings > Security Settings
Select System, then navigate to Unsecured Interface and verify that TFTP Directory Read is enabled as shown below so that we get user data from the phone system

Disable Ex-Directory

Navigate to the user in question that is now showing up in Chronicall after following the steps above.
Go to the User tab and ensure that Ex-Directory is not enabled for that user, as it will exclude them from the directory Chronicall pulls from.
If it is checked, uncheck it, then save the settings.
Navigate to Chronicall, and refresh users and groups, then license the user and refresh the users and groups once more.

Remove Special Characters

Check the username inside Avaya Monitor to ensure the username does not have any special characters, as this will cause errors with Chronicall logging.
If so, adjust the name removing any special characters, then save the settings.
Navigate to Chronicall, and refresh users and groups, then license the user, and refresh the users and groups once more.

Check that UDP Port 69 is open on the IP Office

Using a TFTP command, request the User List from the IP Office
- Windows
  - ```
  tftp {IPOADDRESS} get nasystem/user_list2
```
  - E.g.
    - tftp 192.168.1.1 get nasystem/user_list2
  - NOTE: You may need to enable the TFTP function within Windows or use a program like WinSCP to run this test
- Linux
  - ```
  tftp -v {IPOADDRESS} -c get nasystem/user_list2
```
  - E.g.
    - tftp -v 192.168.1.1 -c get nasystem/user_list2
If you receive a "Connect request failed" then UDP Port 69 needs to be opened by the System Admin or equivalent

Shoretel Steps

Verify Setup

First, verify your setup for Chronicall setup via our setup guide here.

ECC Agents and Groups

ECC has some advanced routing options, including services, auto-attendants, etc., that can cause problems for Chronicall's historical logging if they're not configured the right way.

All ECC groups must have their own IRN extension.

In order for Chronicall to see calls going to the ECC group, the call must be sent from ShoreTel directly to the IRN extension.

If an auto-attendant has been set up for ECC, the call cannot be sent from that AA directly to the group or to the IRN.

A common workaround is to create an extension in ShoreTel than automatically forwards the call to the IRN, and transfer the call from the ECC auto-attendant to that ShoreTel extension.

If your auto-attendant is set up in the ShoreTel system, that auto-attendant can forward the call directly to the IRN.

If you cannot see the Agents or Groups inside the Chronicall licensed users (User Management > Licensed Users), you need to check your ECC IP Adress and Route Point Configuration inside the Chronicall server settings if you are using ECC.

Shoretel Missing Users

Navigate to Admin (System)> System Settings > ShoreTel.
Verify the Route Point Configuration by clicking on the (...) next to this line.
- The default is Route Point, but may need to be adjusted based on your local setup
Select OK, then navigate to ECC Integration
Verify the ECC, TRA, and Events settings here as applicable to your local setup
If you want to review the Shoretel setup process, please refer to the Shoretel setup guide here
Now check to see if you can see the users in Basic Licenses under User Management > Licensed Users, and Licensed Realtime Agents.
Apply a standard license to the user, select OK, and then refresh users and groups again.
Navigate to Licensed Realtime Agents, and apply a Realtime license to that user
Next, ensure the user's extension within Shoretel Director matches the user's Agent ID within Shoretel Contact Center.
Once all that looks good Restart Chronicall Services.

Avaya CM Steps

Station or Agent ID?

If Station or TSAPI is missing, ensure the station has a TSAPI license inside Chronicall. Go to Admin (System) > System Settings > Communication Manager. Ensure users that we should be getting TSAPI data are selected. You do not need to assign a license to the groups here to get Agent Realtime data
If an Agent ID is missing, check for users with special characters inside the name, such as @. Ensure all Agent ID's do not have any special characters.

Attendant Console

This is a legacy step, as newer versions of Avaya CM do not use the Attendant Console. Is the user an attendant console?

Chronicall will not report on the user if they are using an Attendant Console.

Cisco Steps

User Permissions

Ensure the application user has permissions to the controlled device(s).
If not, apply the permissions needed.
Now pull up Chronicall and apply the proper licenses as shown above, and refresh users and groups.
If the CUCM version in Chronicall as shown below is listed incorrectly it will be unable to connect and retrieve data/users. Verify the CUCM System Version is correct by navigating to "Admin (System) > System Settings > Cisco UCM > CUCM System Version"

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