Nortel Symposium Web Center Portal, Installation And Administration Manual

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504 Nortel Networks Symposium Web Center Portal
Troubleshooting Standard 2.0
Initialization status
The Initialization Status page is divided into three sections—initialization
message, database parameters, and system options.
The initialization message at the top of the page lets you know if the Web
Communications component is initialized. If it is not initialized, you can verify
that the database parameters are correct. You can also verify that the system
options that you defined during the installation are correct.
To verify the database parameters
1 Verify that the DB URL line contains the correct port number. If the port
number is not correct, it will not be able to connect to the database.
2 Verify that the DB URL line contains the correct user name.
Trace setup
Use the Trace Setup found at http:// hostname /WebCollab/Debug/index.jsp,
where hostname is the name of the External Web server, to modify the trace
setup properties. You can modify the trace level, the log file name, the location
of the log, and the maximum size of the file. The trace log is ..\Program
Files\Nortel Networks\Symposium Web Center Portal\WebCollab\
logs\WebCollabtracelogs.txt.
View connection list
The View Connection List page provides information about the chat sessions
that are taking place. On this page, you can view
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the ID number of the session
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the start time of the session
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the skillset to which the customer was directed
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the state of the session (for example, Web On Hold)
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the URL from which the customer entered the session
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the name of the agent responding to the customer