ShoreTel Connect ONSITE Contact Center Diagnostics Console Help

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ShoreTel Connect ONSITE Contact Center Diagnostics Console is a powerful yet easy-to-use tool designed to help administrators and senior supervisors to identify and rectify basic system problems. In addition, Diagnostics Console provides a quick look at the operational status of the system's main components and advanced system information.

Refer to the following sections for more information about Diagnostics Console:

About Diagnostic Windows

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ShoreTel Connect Contact Center Diagnostics Console provides various windows that provide detailed information about the current internal processes of ShoreTel Connect Contact Center. Click the Diagnostic menu to view the Diagnostic windows.

All Diagnostics Console windows indicate when the information was last updated. The window columns can be sorted in ascending or descending order by clicking on the column title. To change the refresh rate for the data, click Settings > Refresh Rate.

You must have either the Supervisor Administrator or the Entity Administrator permission to view and use the Diagnostic windows. Supervisors with the Entity Monitor permission will be able to see only the main window. Supervisor permissions are configured in ShoreTel Connect Contact Center Director via the Supervisors > Accounts > General tab.

Active Calls Status Window

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Use the Active Calls window to verify that contacts are reaching the system. The window shows all contacts, including outbound calls, currently being routed by ShoreTel Connect Contact Center.

To clear a call from the system, right-click it and choose Clear Call.

The columns in the Active Calls window are:

Active Emails Window

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Lists the emails queued for distribution to agents logged into ShoreTel Connect Contact Center. Use the IRN number to determine which email account is the target of the customer email. The relationship between the IRN number and the email account is shown in the Email Accounts window.

The columns in the Active Emails window are:

Chat Window

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Click Diagnostic > Chat > Active Chats to display the following information:
Click Diagnostic > Chat > Chat Servlets to display the following information:

Dial List Status Window

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Many of the initial problems with dial lists are related to configuration errors. Use the Dial Lists window to verify that ShoreTel Connect Contact Center is routing calls retrieved from the dial list database.

If you want to monitor only a specific dial list, select it in the list and click Show Selected. More than one dial list can be selected. To monitor all dial lists, click Show All.

The columns in the Dial Lists window are:

Email Accounts Window

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Displays the email accounts that ShoreTel Connect Contact Center is retrieving from the Organizational Mail Server (OMS). i.e. the corporate email server. Use this window to correlate the IRN number to the actual email account on the OMS.

The columns in the Email Accounts window are:

Email Agents Window

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Shows all active agent accounts. The items in this window are the temporary mailboxes created when an agent logs into the system.

The columns in the Email Agents window are:

External Database Connections Window

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Use the External Database Connections window to manage your external database connections.

To get more information on a specific connection, right-click the connection in the list and choose Show Details. The External Database Connections Details window opens, showing information about the connection.

If you want to disconnect from the external databases in the list, right-click the External Database Connections window and choose Disconnect All. The window is updated to show that the databases are disconnected.

To connect to the external databases in the list, right-click the External Database Connections window and choose Connect All. The window is updated to show that the databases are connected.

The columns in the External Database Connections window are:

IVR Ports Status Window

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The IVR Ports Status window provides a view of the IVR ports and their activity. Click Show Stations Status to display information on the IVR stations. If you want the IVR Ports Status window to be your top window, click Always on Top.

It is recommended that, this window should not be kept open for a long period of time. The Queued Req field shows the number of calls waiting for an IVR port.

The Time Out field indicates the number of calls that have timed out while waiting for a port. The Errors field displays the number of errors in the system.

The columns in the IVR Ports Status window are:

LED Indicators

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ShoreTel Connect Contact Center Diagnostics Console displays LEDs indicating the status of various system components. Each LED has four colors — red, yellow, green, and gray. When the ACD, IVR, and PBX LEDs are green, the system is operational. Yellow LEDs for Chat and Email indicate that a system is not licensed for web chat or email.

For the ShoreTel Connect Contact Center redundant server system, the LED color indicates the following:

Main Diagnostics Console Window

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The main Diagnostics Console window shows messages that are provided by the subsystem, which may define progress of a startup process or loss of connection with the PBX. The messages provide general information, and not specific errors.

Managing External Database Connections

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ShoreTel Connect Contact Center makes it easy to manage your external databases, without having to restart ShoreTel Connect Contact Center. Using ShoreTel Connect Contact Center Diagnostics Console, you can get details on a database connection, connect to all external databases, and fully disconnect from all external databases.

Disconnecting from the external databases is useful when you need to change the Windows ODBC DSN configuration, since ShoreTel Connect Contact Center does not register these configuration changes automatically.

Use the External Database Connections Window window to manage your external database connections.

Managing System Users

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The following System Management windows, available from the Diagnostic menu > System Management, allow you to manage supervisors and agents and to identify the version of ShoreTel Connect Contact Center they are currently using:

Redundancy Information

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If you have implemented the ShoreTel Connect Contact Center redundant server system, information on the system is automatically displayed each time you launch ShoreTel Connect Contact Center Diagnostics Console.

A red Redundancy LED means that redundancy or replication is broken. If the problem is with replication, a message is displayed.

Scheduled Callbacks Status Window

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Provides summary for every outbound call created in the system. This includes the status of the call, which is indicated by an icon next to the call in the list.

To clear a call from the system, right-click the call and choose Clear Call.

The columns in the Scheduled Callbacks window are:

Setting the Data Refresh Rate

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Click Settings > Refresh Rate to set the rate at which data is refreshed in the Diagnostics Console windows.

Sorting Window Columns

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The columns of the Diagnostics Console windows can be sorted in ascending or descending order by clicking on the column title.

System Management - Agents Window

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The System Management - Agents window allows you to manage agents and identify the version of ShoreTel Connect Contact Center they are currently using.

You can change an agent's login status using the System management - Agents window. To do so, right-click an agent in the list. From the resulting menu, choose Clear Agent to log the agent out of the system.

Agents logged into the system using a telephone, rather than a PC, will have a Station ID of 0 and an empty IP Address column.

The columns in the System Management - Agents window are:

System Management - Supervisors Window

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The System Management - Supervisor window allows you to manage supervisors, and to identify the version of ShoreTel Connect Contact Center they are currently using.

The columns in the System Management - Supervisors window are:

Troubleshooting Email

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Use ShoreTel Connect Contact Center Diagnostics Console to identify the proper operation of email configuration. An email LED indicator color of green indicates that an email account has been configured and associated with a designated IRN; yellow means that the email configuration is not complete.

The following diagnostics windows, available when you click Diagnostic > Email, show if ShoreTel Connect Contact Center has the proper email configuration and flow:

ShoreTel Dates

Created Date 2015-09-14 - Modified Date 2017-07-12


Article: 000011663