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Troubleshooting Interaction Edge

 

 

53

 

Troubleshooting Interaction Edge  

This section contains information and procedures related to possible problems with the Interaction Edge 
appliance.  It also explains tasks that Interactive Intelligence technical support personnel need to diagnose 
potential problems with your Interaction Edge appliance.  This section contains the following topics: 

Enable diagnostic captures .................................................................................................................................. 53

 

Gather log and trace files .................................................................................................................................... 53

 

Initiate a factory default reset from Interaction Edge .............................................................................................. 54

 

What if Interaction Edge network configuration fails? .............................................................................................. 55

 

One-way audio after stopping and starting Interaction Media Server ........................................................................ 55

 

Assign static IP address for DIAG port through IPMI ............................................................................................... 55

 

A hosted software product fails to register with a remote Customer Interaction Center server ..................................... 57

 

Cannot connect to the IPMI on the Interaction Edge appliance ................................................................................. 57

 

Selecting Close button does not close web interface ............................................................................................... 57

 

 

Enable diagnostic captures 

If you experience network problems with Interaction Edge, you can enable the logging of diagnostic data, 
which you can then submit to Interactive Intelligence Support for analysis.  This diagnostic data is recorded in 
log files in the 

\FTP\Logs

 directory of the Interaction Edge appliance.  You can download these log files 

through an FTP connection with the Interaction Edge appliance. 

You can enable diagnostic captures for the following areas: 

 

General 

 

Network Time Protocol (NTP) 

 

Performance 

 

Network packet captures 

You enable most of these diagnostic capture areas through the 

Diagnostics

 section of the 

Settings-

Administration

 page of the Interaction Edge web interface. 

For more information about these diagnostic capture features, see the "Diagnostics" topic of 

Interaction Edge 

Help

, which you access by selecting the 

Help

 icon in the upper right corner of the Interaction Edge web 

interface. 

Gather log and trace files  

If issues develop that suggest a problem with Interaction Edge, Interactive Intelligence technical support 
personnel will likely request log and trace files from both the suspected Interaction Edge appliance, Interaction 
Gateway software, and any related Interactive Intelligence systems.  

Interaction Edge and Interaction Gateway files: 

The following files are located in the 

\Logs

 directory: 

 

AdminLog.csv

 

 

CallLog.csv

 

 

IGateway.ininlog

 

 

SIPEngine-IG.ininlog

 

The following files are located in date-specific directories under the 

\Logs

 directory: 

 

D-Channel trace log files 

Содержание Interaction Edge

Страница 1: ...X4 4 span Model EDGE 01X8 8 span Interactive Intelligence Customer Interaction Center CIC Version 2016 Last updated November 13 2015 See Change Log for summary of changes Abstract This document provides essential information for initial installation and configuration of the Interaction Edge appliance For the latest version of this document see the Interactive Intelligence product information websi...

Страница 2: ...teractive Intelligence Inc 2011 2015 All rights reserved Interaction Edge CaaS Quick Spin Interactive Intelligence Marketplace Interaction SIP Bridge and Interaction Mobilizer are registered trademarks of Interactive Intelligence Inc Interactive Intelligence Communications as a Service and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence Inc The foregoing p...

Страница 3: ...ion Edge 15 Unpack and mount Interaction Edge 15 Connect the cables to Interaction Edge 17 Start Interaction Edge 17 Establish the IPv4 address of Interaction Edge 18 Use a DHCP server to assign the Interaction Edge IPv4 address 18 Assign the Interaction Edge IPv4 address through the web interface 18 Assign the Interaction Edge IPv4 address through the LCD panel 20 Establish the IP address of the ...

Страница 4: ...1 IKVM Reset 51 Factory Default 51 IPMI Configuration 51 Troubleshooting Interaction Edge 53 Enable diagnostic captures 53 Gather log and trace files 53 Initiate a factory default reset from Interaction Edge 54 What if Interaction Edge network configuration fails 55 One way audio after stopping and starting Interaction Media Server 55 Assign static IP address for DIAG port through IPMI 55 A hosted...

Страница 5: ...uld be given to the connection of the equipment to the supply circuit and the effect that overloading of the circuits might have on over current protection and supply wiring 5 Reliable earthing of rack mounted equipment should be maintained Particular attention should be given to supply connections other than direct connections to the branch circuit use of power strips Before installing the chassi...

Страница 6: ... breaker The circuit breaker shall be Listed rated max 20A 48Vdc Warning To avoid electrical shock check the power cords as follows Checking the Power Cords Use the exact type of power cords as required Be sure to use power cord s that include safety certifications The power cord s must be compliant with the AC voltage requirements in your region The power cord plug caps must have an electrical cu...

Страница 7: ...f used batteries according to the instructions on the battery packaging Electric static discharge safety guidelines Warning Electrostatic Discharge ESC can damage electronic components To prevent damage to your system it is important to handle it very carefully The following measures can prevent ESD damage to critical components Use a grounded wrist strap designed to prevent static discharge Handl...

Страница 8: ...ges default aspx Interactive Intelligence newsgroups Visit the community forum at http community inin com to ask questions and gather information regarding Interaction Edge The Interactive Intelligence Interactive Community is a free and public service provided by Interactive Intelligence to promote an online community devoted to the sharing of ideas and information regarding Interactive Intellige...

Страница 9: ...t all of these parts are available in the box before you proceed Introduction to Interaction Edge Interaction Edge is a hardware appliance that along with Interaction Gateway software enables voice and data traffic to be sent over the same network including IP fax transmissions It connects T1 E1 ISDN spans from the telephone company PSTN or service provider to the LAN Along with serving as a gener...

Страница 10: ...dary NIC using the same IP address assumes the responsibility for network communications for the Interaction Edge appliance You are also able to split the teamed NICs into separate functional interfaces for connecting to different networks customized call routing and facilitating the sending of different protocols over different interfaces For more information about splitting the teamed NIC see Sp...

Страница 11: ...n and improved airflow All network and TDM connection ports are on the front providing straightforward and easily accessible cable connections You can mount Interaction Edge in a rack or you can place it on a flat surface such as a shelf Dual redundant power supplies To ensure that Interaction Edge remains functional on a consistent basis it contains two redundant power supply units International ...

Страница 12: ... NIC ports G Time Division Multiplexer TDM ports 120 Ω H Power Supply Unit PSU status indicator This indicator is off when both PSUs are operating normally If one of the PSUs fails or is not installed this indicator displays a flashing green light Interaction Edge back side Item Description A Top cover screws B Fan exhaust openings C 2 100 240v 1A AC power supply D Grounding connector E Power supp...

Страница 13: ...elephone company Determine connection type Contact the telephone company that will be providing Public Switched Telephone Network PSTN lines and inquire about the connections types that it will be distributing to your location The following list provides some of the connection types that are available T1 North America Japan and South Korea E1 All other locations ISDN PRI Determine the associated p...

Страница 14: ...unction 8 NC 7 NC 6 NC 5 XMT_TIP 4 XMT_RING 3 NC 2 RCV_TIP 1 RCV_RING T1 E1 ISDN PRI Straight through wiring diagram Use this type of cable between the TELCO connections and Interaction Edge only if the Network Interface Unit NIU Smart Jack or TELCO equipment possesses an internal cross over feature Pin Function 8 NC 7 NC 6 NC 5 XMT_TIP 4 XMT_RING 3 NC 2 RCV_TIP 1 RCV_RING ...

Страница 15: ... heat electrical noise and electromagnetic fields are generated You must also place it near a grounded power outlet 2 Choose a setup location You must remember the following needs of Interaction Edge when choosing the location where it will reside Leave approximately 30 inches of clearance in the back of the rack to allow for sufficient airflow and ease of servicing You should only install this pr...

Страница 16: ...Interaction Edge chassis Failure to do so can result in wear or damage to the chassis which can then cause a change in its mounted angle or separation from the mounting brackets 5 Install the system into a rack To mount the system into a rack screw the faceplate of each mounting bracket on the Interaction Edge chassis directly to the front of the rack Important Ensure that you use two screws for e...

Страница 17: ...the available end to a 100Base T or 1000Base T network switch AC power cables Plug the power cables into each socket on the back of the Interaction Edge appliance There are two redundant power supplies in Interaction Edge Time Division Multiplexer TDM cables Plug the cable with RJ 48C connectors into the top left available TDM port on the Interaction Edge appliance You must connect subsequent TDM ...

Страница 18: ...ly acquires an IPv4 address 1 Press and briefly hold the upper left LCD panel control button as shown below This displays the IPv4 address that was automatically assigned to Interaction Edge when it started 2 Write down this IPv4 address and enter it in the address field of a web browser to log on to the Interaction Edge web interface Assign the Interaction Edge IPv4 address through the web interf...

Страница 19: ...lect Static IP 9 In the IP Address box enter the static IPv4 address that you want to assign to the selected NIC in the Interaction Edge appliance 10 In the Subnet Mask box enter the appropriate sub network identifier 11 In the Default Gateway box enter the IPv4 address of the device through which Interaction Edge will send communications to the IP based network 12 To enable DNS lookup and resolut...

Страница 20: ...the upper left button to confirm Static IP as the Address Type 8 Press the lower right button once to display the Host IP Address menu item 9 Press the upper left button to edit the IPv4 address 10 Move the cursor along the IPv4 address by using the upper left and upper right buttons Once you reach a digit that you want to change proceed to the next step 11 Use the lower left and lower right butto...

Страница 21: ...on Edge setup 21 Important If you exit the Settings System menu without applying the change the IP address procurement process reverts to DHCP You have successfully set Interaction Edge to a static IPv4 address ...

Страница 22: ......

Страница 23: ...u do not use a DHCP server in your network environment you must do this procedure to set a static IP address 1 Using a remote computer open a web browser and navigate to the IPv4 address of the Interaction Edge appliance A dialog box is displayed that prompts you for the user name and password 2 In the displayed dialog box enter the system administrator user name and password and select the OK but...

Страница 24: ... media engines 1 2 5 6 If you change the CPU core usage configuration you must restart the Interaction Edge appliance for the changes to take effect The Interaction Edge edition of Interaction Media Server 4 0 SU5 or later disables your ability to modify the CPU core usage configuration The CPU core assignments for all applications and services are now controlled internally by Interaction Edge Als...

Страница 25: ...splayed documentation to install the license file for the selected product When you selected the Start button for the product Interaction Edge changed the product service to start automatically when Interaction Edge restarts 8 If you purchased a license for an additional product repeat this procedure for that product Apply the latest Interaction Edge updates Periodically Interactive Intelligence r...

Страница 26: ... will not provide technical support for an Interaction Edge appliance for which the warranty terms have been violated If Interactive Intelligence produces a new appliance product that replaces Interaction Edge a refresh program will be available The refresh program enables existing Interaction Edge customers to purchase the new replacement product at a discount The refresh process requires that yo...

Страница 27: ...tion changes Note You can find descriptions of each control and its settings in Interaction Edge Help Select the Help icon in the upper right corner of the page 5 After you have made the necessary changes select the Apply button at the bottom of the page Interaction Edge saves your changes to the configuration Tip Select the Cancel button at the bottom of the page to discard any changes you made s...

Страница 28: ...ight corner of the page select the Settings icon The Settings System page is displayed 4 In the Network Settings area select the Disable Teaming button Interaction Edge prompts you to confirm the action 5 Select the Confirm button Interaction Edge notifies you of a pending restart of the appliance 6 Select the OK button to restart the appliance immediately 7 Wait approximately five minutes to ensu...

Страница 29: ... Joining the separate NICs as a team requires a restart of the Interaction Edge appliance Ensure that it is not servicing calls when you do this procedure so that you avoid disconnecting any active calls 1 On a computer open a web browser and navigate to the IP address of the Interaction Edge appliance Note The default HTTPS port number for Interaction Edge is 443 2 When prompted supply the admini...

Страница 30: ...NTP server for the following events During the Interaction Edge start sequence Once a week during operations When you select the Synchronize button in the Interaction Edge Settings System web interface 1 On a computer open a web browser and navigate to the IP address of the Interaction Edge appliance Note The default HTTPS port number for Interaction Edge is 443 2 When prompted supply the administ...

Страница 31: ...h control and its settings in Interaction Edge Help Select the Help icon in the upper right corner of the page 5 After you have made the necessary changes select the Apply button at the bottom of the page Interaction Edge saves your changes to the configuration Tip Select the Cancel button at the bottom of the page to discard any changes you made since you last selected the Apply button Configure ...

Страница 32: ...action Media Server Interaction Edge does not create restore points when you apply patches for Interaction Edge Interaction Gateway All Interaction Edge restore points are built upon a base image The base image is a restore point upon which subsequent restore points are based Setting a base image on Interaction Edge captures the current state of the operating system configuration and files and del...

Страница 33: ...fy a date in the User Restore Point Save box Interaction Edge adds this information automatically 7 Select the Save button that is located to the right of the User Restore Point Save box Interaction Edge creates the restore point Retrieve an Interaction Edge restore point Caution Retrieving a restore point removes all subsequent restore points and software changes such as updates and patches which...

Страница 34: ... models 01X0 01X1 01X2 Each of these systems has an interface through which you can log on using the user name and password for an account The following table provides the interfaces through which you define the different accounts for these systems System User account defined in Interaction Edge1 models 01X1 01X2 01X4 01X8 Interaction Gateway web interface Settings Administration Gateway Web Admin...

Страница 35: ...g Administration Change Login Credentials 1 Interaction Edge models 01X1 01X2 01X4 and 01X8 validate log on attempts to the Interaction Edge web interface against the web accounts defined for Interaction Gateway The method of defining administrator accounts for Interaction Edge Interaction Gateway and IPMI are different than the method for Interaction Media Server and Interaction SIP Proxy The fol...

Страница 36: ...the Interaction Edge interface is displayed 3 In the upper right corner of the page select the Settings icon The Settings System page is displayed 4 On the left side of the page select the Administration tab The Settings Administration page is displayed 5 In the User Name box of the System Administrator Account area enter a string of characters as the identifier of this account 6 In the New Passwo...

Страница 37: ...e Settings Administration page is displayed 5 In the User Name box of the FTP Account area enter a string of characters as the identifier of this account 6 In the New Password box enter a password for this account 7 In the Confirm New Password box re enter the password to ensure that it is set correctly 8 At the bottom of the page select the Apply button Interaction Edge saves the new FTP account ...

Страница 38: ...ge Power on screen This screen is displayed when Interaction Edge is first started It displays the Interactive Intelligence logo In this mode the LCD buttons are not functional Startup screen The LCD panel displays text messages during the startup sequence These messages provide the current status of Interaction Edge during each phase of the sequence If no errors occur these messages are displayed...

Страница 39: ...have the following corresponding functions 1 This button corresponds to the check mark icon in the LCD panel Pressing this button enables you to edit the current menu item or to enter the submenu for this item 2 This key corresponds to the down arrow icon in the LCD panel Pressing this key selects the next item in the menu or in edit mode changes the value of the current item in the field to the n...

Страница 40: ...press the lower right LCD panel button button 4 The Configuration menu is entered and the Status About menu item is displayed The navigation icons change to the following example Status About ü X ê 2 Press the lower right LCD panel button button 4 again The Settings System menu item is displayed 3 Select the top left LCD panel button button 1 which corresponds to the check mark navigation icon The...

Страница 41: ... down navigational icons 8 Press the LCD panel button that corresponds to the down arrow navigation icon button 4 until the Apply menu item is displayed 9 Press the LCD panel button that corresponds to the check mark navigation icon The changes that you made are applied to Interaction Edge Important When you are editing a value in a field Interaction Edge restricts the values to ones that are vali...

Страница 42: ......

Страница 43: ...escription Firmware Revision This control displays the version number of the IPMI firmware that is currently used Firmware Build Time This control displays the date when the firmware was created IP address This control displays the Internet Protocol IP address of the IPMI network interface the DIAG port on the front of the Interaction Edge appliance MAC address This control displays the Media Acce...

Страница 44: ...s button This control displays the minimum and maximum states that a sensor observed for the associated component in the table on this page Event Log Select this tab to display the events that have occurred regarding the IPMI or Interaction Edge hardware components This page contains the following controls Item Description Select an event log category list box This control enables you to select wh...

Страница 45: ...primary NTP server be unreachable Date list boxes These controls enable you to set the current month day and year for the IPMI Time boxes These controls enable you to set the current hours minutes and seconds for the IPMI Daylight Saving Time check box This control enables you to specify if IPMI will automatically adjust the time according to Daylight Saving Time Refresh button This control refres...

Страница 46: ...rol enables you to add the entered IPv6 address in the IPv6 Address box to the list of configured IP addresses To complete the process of adding this address you must select the Save button at the bottom of the page Delete IP option This control enables you to remove the IPv6 address in the IPv6 Address box from the configured address list To complete the process of removing this address you must ...

Страница 47: ... 623 TCP UDP Save button Select this button to save and enable all changes that you specified on this page Important Changing the IP address results in disconnection of the current session in your web browser You must navigate to the new IP address and log on again to continue using the IPMI configuration interface SSL Certification Select this tab to display the SSL Upload page which enables you ...

Страница 48: ...l enables you to specify the port number through which the IPMI accepts Virtual Media requests CD DVD drive USB drive and diskette drive access for remote control connections The Virtual Media can be connected to the Interaction Edge appliance or shared as a network resource The default value is 623 UDP TCP Save button This control enables you to save all port changes to the IPMI configuration Tip...

Страница 49: ...to open a remote console to the operating system of the Interaction Edge appliance and manipulate the power state of the Interaction Edge appliance It contains the following tabs Console Redirection Power Control Console Redirection Select this tab to display the Console Redirection page This page contains the following control Launch Console button This button enables you to start a remote contro...

Страница 50: ...through the operating system Power On Server option This control enables you to start the Interaction Edge appliance after a shutdown Power Cycle Server option This control enables you to have the Interaction Edge appliance shut itself down as though you selected the Shutdown feature from the operating system It is then immediately restarted This is a considered a cold boot or a hard restart Perfo...

Страница 51: ...eset page which enables you to restart the Integrated Keyboard Video Mouse IKVM feature This page contains the Reset button which enables you to restart the IKVM feature and the any associated virtual media connection that you have configured Factory Default This tab displays the Factory Default page which enables you to set the IPMI configuration back to the settings that were present when you re...

Страница 52: ...reference which you can navigate a file system and locate a previously saved IPMI configuration file Reload button This control enables you to apply the configuration file that you specified in the Reload IPMI Configuration box ...

Страница 53: ...sis This diagnostic data is recorded in log files in the FTP Logs directory of the Interaction Edge appliance You can download these log files through an FTP connection with the Interaction Edge appliance You can enable diagnostic captures for the following areas General Network Time Protocol NTP Performance Network packet captures You enable most of these diagnostic capture areas through the Diag...

Страница 54: ...tion Edge appliance Interactive Intelligence strongly recommends that you do not use this feature unless directed to do so by an Interactive Intelligence Support representative 1 Restart Interaction Edge through the IPMI 2 While Interaction Edge is starting hold down any of the four LCD panel buttons This will take approximately 60 seconds from a reset or power cycle to the point where the reset s...

Страница 55: ...edia Server that is hosted on an Interaction Edge appliance for any reason such as applying an Interaction Media Server update you must manually restart Interaction Media Server and then restart the Interaction Edge appliance Interaction Edge contains optimizations for CPU resource assignments and network settings when it the appliance starts and Interaction Media Server is set to start automatica...

Страница 56: ...the login button The Summary page is displayed 9 Near the top of the page select the Configuration button The Configuration page is displayed 10 On the left side of the page select the Network tab The Network Settings page is displayed 11 Select the Use the following IP address option 12 In the IPv4 Setting or IPv6 Setting box enter the appropriate IP address information 13 You can also enter the ...

Страница 57: ...00 Caution Improper edits to the Registry can cause significant failures in the host operating system of the Interaction Edge appliance Any edits of the Registry should be done by an Interactive Intelligence technical support representative Cannot connect to the IPMI on the Interaction Edge appliance Important To use IPMI you must connect the DIAG port and the NIC1 port on the front of the Interac...

Страница 58: ...er key 5 In the displayed results double click the following entry dom allow_scripts_to_close_windows The value for the item is set to true 6 Navigate to the Interaction Edge web interface and log on 7 In the top right corner of the page select the Logout icon 8 When prompted select the OK button 9 On the resulting page select the Close button The Firefox tab displaying the Interaction Edge web in...

Страница 59: ...lowing license and reinact the MPL 1 1 as stated above Copyright c 2007 Anthony Minessale II All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met Redistributions of source code must retain the above copyright notice this list of conditions and the following disclaimer Redistributions in binar...

Страница 60: ...nd copyright and trademark information March 10 2014 2015 R1 IGW 1155 Add 120 Ω for the TDM span connections IGW 1120 Add procedure for splitting and joining the NIC1 and NIC2 Update content affected by the new teamed NIC split feature IGW 1231 Add One way audio issue after stopping and starting Interaction Media Server topic in Troubleshooting section Add admonishments for network connections to ...

Страница 61: ...re 5 Interaction Edge features 10 introduction 9 overview 9 Interaction Media Server start 23 Interaction SIP Proxy start 23 Interactive Community 8 introduction 9 IP address DHCP 18 static 18 20 IPMI IP address 23 network configure 31 reference 43 reference Configuration 44 reference Maintenance 50 reference Remote Control 49 reference Server Health 43 reference System 43 static IP address 55 IPv...

Страница 62: ...fety 5 IP address 18 mount 15 precautions rack 5 rack mounting 5 safety instructions 5 start appliance 17 SIP trace files 54 SNMP configure 31 span connectivity 13 RJ 48C wiring 13 specifications 11 environment 13 power 13 start Interaction Edge 17 static discharge 7 T TDM RJ 48C wiring 13 technical support 8 temperature 5 13 time configure 30 troubleshooting 53 audio issues 55 close web interface...

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