4-8
Troubleshooting VU-ACD™/100 Maintenance Guide – Host/DOS
Table 4.1: Troubleshooting Checklist
Problem Resolution Reference
Reports
(continued)
Incorrect data appearing or data
missing in reports.
a. Run several reports for different dates, verify when
problem started
b. Check Permissions for affected user(s).
c.
Use
List Active Database (Data Management
Menu) to verify that data files appropriate to the
scope of the report are available on the hard disk.
d. Check System Log for sdb_process errors.
e. Enable fedlogs and request switch Initialization
(Maintenance Menu).
f. Review Link Log for initialization data for missing
group/team (Maintenance Menu).
g. Make test calls and verify Real-Time Display event
update from switch(es).
h. Check if DMS-100 datafill or 5ESS provisioning
changes have been made to ACD Group/Team
assignments
i. Verify dmsfed is correctly parsing data for affected
group/team
(Perimeter Technology Product
Support).
a. User – Sec. 4
User – Sec. 5
WinReports
b. User – Sec. 10
c.
Admin – Sec. 3.5
d. Admin – Sec. 2.4
e. Maint– Sec. 2.3.4
Maint – Sec. 2.8
f.
Maint – Sec. 2.3.3
h. Maint – Sec. 4.2, 4.3
i.
Product Support
Unable to log into ACD MIS. a. The switch and/or InterLink data stream must be
providing data to the ACD MIS host before a log-in
is permitted. Verify that the VU-ACD/100 host is
connected to the Centrex ACD switch or InterLink
host.
b. If unable to Log into the ACD MIS from a remote
terminal, verify that the host is running and that a
cable/modem connection exists between the
terminal and the host.
c.
Verify that remote terminal been properly con-
figured as a device (Device Configuration Menu)
a. Install – Sec. 2.9
Maint – Sec. 2.3.3
b. Install – Sec. 2.10
c.
Admin – Sec. 2.5
