Which services and connections the Status of services list shows, what their states mean, what to check for red entries and how to suspend and switch Routing Services.
Status of services shows at a glance whether the parts of your contact
center are working: the server, the Routing Services, the phone system, the
mailboxes and the other connections. You see this area with the
Service configuration permission; for the commands in the context menu,
you need Change.
The list fetches the status when it is opened and every five minutes after
that. If something changes in between, the server sends the new status
immediately while the list is open. The header counts the entries, for
example Services: 9.
The columns
Column
Content
Icon
the type of service, in the color of its state
Type
the service or connection, see below
Machine
the computer on which the service runs
Name
for mailboxes and external databases, the name of the entry
Status
the state
Additional information
details about the state, for example an error message
The entries
Type
Rows
State and additional information
Server
one
Online. Licensing issues if the license is invalid or expires within the next 30 days; the additional information then gives the deadline, e.g. Deactivation occurs in 12 day(s).
Dispatcher
one per Dispatcher
Online with the computer. If none is running, one row Offline.
Routing Service
one per Routing Service
Online or Service suspended; if none is running, one row Offline. If several are running, Online is followed by whether it is active — [Active] — or passive — [Passive]. The additional information counts Calls, Chats and Active Emails, for the whole contact center, not per Routing Service.
External databases
one per connection
the state of the service and Connection to Database with Successful, Unsuccessful, Connection failed or No account registered; without a connection, one row Not available
Smtp server
one
the result of the check of the mail server through which myContactCenter sends emails
Mailbox
one per mailbox
the state of monitoring; under Name the mailbox with its address
Logger
one
whether the Logger is running
PBX
one
whether the Routing Service is registered with the phone system. If the phone system rejects it, its response appears in the additional information, e.g. SERVICE UNAVAILABLE (SIP: 503).
Azure
one
the result of the check of your Azure account, e.g. the Region
The states
State
Color
Meaning
Online, Available
green
The service is running, the connection can be reached. A passive Routing Service is orange.
Service suspended
orange
The Routing Service does not accept new conversations, see below.
Licensing issues
orange
The license is invalid or expires soon, see Licenses.
Offline
red
The service is not running or is not connected to the server.
Not available, Not connected, Not configured
red
The connection cannot be reached, is not connected or is not set up.
Registration not possible, API logon to PBX failed
red
The phone system has rejected the registration of the Routing Service or the access to its interface.
No key given
red
No key has been entered for Azure.
If something is red
Entry
What to check
Routing ServiceOffline
Is the service running on its computer, and does it reach the server via the registration points? Without a Routing Service, the contact center does not accept calls, emails or chats.
Dispatcher or LoggerOffline
Is the service running? Without a Dispatcher, Agents, wallboards and Routing Services cannot find the server.
PBX
With Registration not possible, the phone system has rejected the registration of the Routing Service; the additional information then reads There are problems with account registration, please check login credentials. Check the SIP account in the Routing Service configurator as well as PBX server and Sip realm on the PBX tab of the server configuration. With API logon to PBX failed, check User name and Password there.
the AI key on the Server tab and the credit of your Azure account. If the check fails, the additional information reads Azure Account Test failed, please check API key or credit.
The Windows services are called “myContactCenter …” — see
Services.
Suspending and switching Routing Services
The context menu of an entry offers these commands. None of them asks for
confirmation.
Command
for
Effect
Suspend service
a Routing Service that is Online
It no longer accepts new conversations: it rejects new calls as busy and does not accept new chats and web callbacks. Ongoing conversations continue normally. The additional information reports No new conversations will be accepted.
Resume service
a suspended Routing Service
It accepts conversations again and is Online again.
Make Passive, Make Active
a Routing Service in standby operation
Makes it passive or active. Exactly one is always active: if you make one passive, another one becomes active; if you make one active, the others become passive.
Properties
Smtp server, PBX, Azure
opens the server configuration on the matching tab: Email send configuration, PBX or Server
