How to use the troubleshooting guide
This page describes basic troubleshooting techniques and most frequent issues you may face during the application setup and usage.
The first part describes the basic tests to be made after you completed the configuration task list. Those test can reveal issues in the configuration and can help you to identify them.
The second part is a list of common issues and their causes. Look for the symptom and follow the tips. To know how to configure the product, please refer to the relevant pages in this guide.
Please understand that the problem may be related to complex PBX and network configurations, and that is not possible to list all them all. This guide must be considered as a tool to guess the origin of the issue.
When launching Attendant Console client, it doesn’t connect to Imagicle Server:
- Check network connectivity between Attendant Console PC/Mac and Imagicle server:
- If unencrypted connection is used, Imagicle server should be reachable on TCP port 51234
- If encrypted TLS 1.2 connection is used (2021.Winter.1 release and above), Imagicle server should be reachable on TCP port 51235 and proper Digital Certificate should be in place. Check relevant paragraph below.
When launching Attendant Console, login fails:
- Check Imagicle Server credentials are correct and still valid (i.e. expired domain password).
- Check authentication settings in Admin ⇒ System Parameters ⇒ Users authentication settings. They should match users' provisioning source, if any (Local or AD/LDAP or CUCM)
When launching Attendant Console, it opens with a wrong console type (i.e. Attendant Console Professional instead of Attendant Console Enterprise or viceversa):
- Check related license type in Admin ⇒ User Management; in “Blue's CTI Server” section, “Console license type (BOE,BAP,BAE)” field should be populated with correct license.
“Park Button” in the Attendant Console doesn’t work:
- Check on CuCM that CTI park ports range has been defined.
When launching Attendant Console, “CTI/TAPI error: the related extension is not controlled by the server” is displayed:
- Check “ImagicleCTI” Application User. It should include operator’s phone device into “Controlled Devices” list (Cisco only)
- Check PBX configuration and make sure operator's phone service is associated to an available CTI resource (TAPI, CSTA or TSAPI)
- Check that TAPI Service Provider version is aligned to current PBX release. If versions are misaligned, Imagicle CTI Server can’t monitor operators’ phones.
When Attendant Console's "Record" button is hit, call recording does not start and an error message is displayed (Cisco only)
- Please check that phone device, and relevant DN, are enabled for "Selective" Call Recording
- Phone device should be included in the list of TAPI-controlled devices
When Supervisor's Silent Monitoring and/or Whisper Coaching buttons are hit, no connection is established with agent on call (Cisco only)
Please check the following:
- Supervisor should be added into the queue with "Advanced Supervisor" permissions
- Supervisor's phone line should have an adequate “Monitoring CSS”, including both Supervisor's and monitored agent's Partitions
- Monitored agent's phone must be enabled to Built-In Bridge
- Monitored agent's phone must be TAPI monitored. (Standard CTI Allow Call Monitoring role in Application User is needed) See here
- Monitored agent's phone should be busy (active call) ⇒ red BLF
Additional Troubleshooting hints for encrypted connection (2012.Winter.1 release and above)
Please locate the following log file in your PC workstation:
C:\Users\<windows_user>\Documents\Imagicle Blue's Attendant\Logs\RequestManagerLogFile.txt
Locate the following line includes IP, TCP port and connection type in use:
Opening connection to 192.168.6.5:51234, useSecureConnection=False
If you are experiencing errors related to Digital Certificate validation, you should find a message in same above log file, similar to the following line:
OpenConnection - Exception during certificate validation: System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.
Another useful log file available in your PC workstation is the following:
C:\Users\<windows_user>\Documents\Imagicle Blue's Attendant\Logs\ApplicationLogFile.txt
Here you can find additional error messages related to Certificate validation. See below some typical error messages, for different scenarios:
Digital Certificate non available on UC Suite server
Validate server certificate - Ssl Policy Errors [RemoteCertificateNotAvailable]
In this case, please instal a Trusted or Self-Signed Certificate on UC Suite node(s), as explained here.
Certificate name is different than UC Suite host name
Validate server certificate - Ssl Policy Errors [RemoteCertificateNameMismatch]
Attendant Console is trying to connect to a host name which is different than Certificate name. Please make sure that both host and Certificate names are consistent.
Certificate is not Trusted
Validate server certificate - Ssl Policy Errors [RemoteCertificateChainErrors]
This error means that a non-Trusted Certificate is installed on UC Suite server (i.e. a self-signed Certificate) and you did not instal same certificate on operator's workstation. Please install self-signed Certificate on client side.
No errors during Certificate validation
Validate server certificate - Ssl Policy Errors [None]
This is a successful connection message, with no Certificate-related errors.
Multiple errors in a single line
It might happen to find multiple Certificate-related error messages ina single log line, like below sample:
Validate server certificate - Ssl Policy Errors [RemoteCertificateNameMismatch, RemoteCertificateChainErrors]
Above sample highlights both a Certificate/host name discrepancy and a non-Trusted Certificate errors.
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