Where to find the causes
| Source | Content |
|---|---|
| Status of services in the Administration | whether the server, Dispatcher, Logger, Routing Services, phone system and the other connections are working |
| Log of the Logger | myContactCenter.log in the Directory for the log files — see Logs |
| Fallback logs | <Program>_<User>_LocalBackup.log under %ProgramData%\ilogixx GmbH\myContactCenter, as long as a program cannot reach a Logger — for example a configurator before the Logger is installed, as Wizard_<User>_LocalBackup.log |
| Windows Event Viewer | the myContactCenter log on the computer of the service, for example with StartFailure if the server could not start — see Windows Event Viewer |
If you need help from ilogixx, send the logs with a feedback report.
The server does not start
- Has the configurator run? After an installation or an update, the service remains stopped until the Server Configurator has completed with Finish. If the service runs under the local system account, this step is missing — see The configurators.
- Does it reach the database? Check SQL Server, database and SQL login in the Server Configurator, and whether SQL Server allows SQL Server authentication — see Requirements. The cause is recorded in the log of the configurator and in Event Viewer.
- Is the settings file readable? With a damaged
appsettings.json, the server starts without a database connection. Each configurator stores copies of earlier versions under%ProgramData%\ilogixx GmbH\myContactCenter\Backup— see Settings files.
Programs cannot find the server
The Agent, Wallboard, Routing Service or Logger do not connect:
- Are the registration points correct, and is a Dispatcher running there? It must be reachable on port 5000.
- Does the Dispatcher know the server? Check Master server and Standby server in the Dispatcher Configurator.
- Do the programs reach the server under the name that the Dispatcher gives them? That is Master or Standby from the server configuration, by default the computer name — see Names and addresses.
- Are the ports of the server open, for the Routing Service also 6009 — see Firewall?
- Does the server have its Server: Base key? Without it, it does not accept any Agents, Routing Services or Wallboards.
The Routing Service does not register on the phone system
The PBX row in Status of services shows the response of the phone system.
- Are the user and password of the SIP account in the Routingservice Configurator correct?
- Are PBX server and Sip realm on the PBX tab of the server configuration correct? Test checks whether the phone system can be reached — see Testing the connection.
- If the Routing Service is behind network address translation, it needs the address under which the phone system reaches it — see Settings files.
The Agent cannot make calls
- Are a microphone and speakers selected under Devices? Without them, the Agent does not accept or dial any calls — see Devices.
- Does the agent have an extension? Otherwise, login already fails with No phone number assigned.
- Do the firewalls between the workstation and the phone system let SIP and the voice data through — see Ports and connections?
The Administration cannot log in
- Login not possible also appears if the Administration is older than the server — see Which versions work together.
- The Administration needs port 6001 of the server.
- Administrator with the password
passwortonly exists in a database that the Server Configurator has newly created, and only until someone changes the password.
Reports and dashboards stay empty
The Agent and the Administration read the data directly from SQL Server, under the name that is entered in the Server Configurator. The name must be resolvable on the workstation, and the port of SQL Server must be reachable from there — see SQL server credentials.