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Interaction Administrator Help
Troubleshoot the Enhanced Interaction Administrator Change Log
This help topic contains the following sections:
Logging administrative changes from other applications
If you upgrade and then downgrade
Duplicate records for workgroup media types
Side effect changes in Directory Services
Logging administrative changes from other applications
If you are using an version of Interaction Administrator that is earlier than CIC 2016 R1, with a server that supported enhanced logging, the changes will not be logged and may introduce inconsistencies with the data. The detailed changes in the Users, Workgroups, Skills, License Allocation, Stations, Roles and Default User containers will not be logged.
If you notice data inconsistencies, disable and re-enable logging. This takes a new snapshot and creates a new baseline for your data.
Note: If you take a new snapshot, the views display data back to the last snapshot. However, your complete change log information remains in the database.
Duplicate records for workgroup media types
You may see duplicate records for workgroup media types. This is because the earlier Interaction Administrator logging feature still exists and it logs data for these items. This feature was preserved for backward compatibility purposes.
If you upgrade and then downgrade
If you upgrade to 2016 R1 and then downgrade to an earlier version, you will see the Enhanced Interaction Administrator Change Log in Interaction Administration. However, the log will not function. When you re-upgrade to 2016 R1, and if the enhanced logging was previously enabled, a new snapshot will be taken during the upgrade process and enhanced logging will begin. If you had not enabled the enhanced logging before downgrading, the logging will not begin until you enable it.
Side effect changes in Directory Services
During the implementation of the Enhanced Interaction Administrator Change Log, certain Interaction Administrator behaviors were affected. This section describes those side effect changes.
The following are the categories of side effect changes that have been noticed in Directory Services:
Side effects with delayed manifestation in Directory Services
Side effects with immediate manifestation in Directory Services
Side effects with delayed manifestation in Directory Services
|
Field |
DS Key |
Notes |
|
Default Language |
Users\[USER]\Preferred Language |
If the preferred language for a user or workgroup's is deleted, the default language is automatically assigned to the user or workgroup. However, the Enhanced Interaction Administrator Change Log does not log this change until another action or event updates or saves the user's or workgroup's configuration. |
|
Recording/Beep Tone |
Workgroups\[WORKGROUP]\SelectedTone |
If the recording beep tone for a workgroup is deleted, the default recording beep tone is automatically assigned to the workgroup. However, the Enhanced Interaction Administrator Change Log does not log this change until another action or event updates or saves the workgroup's configuration. |
|
Default Workstation |
Users\[USER]\Default Workstation |
If a user's default workstation is deleted, the Enhanced Interaction Administrator Change Log does not log this change until another action or event updates or saves the user's configuration. |
|
CSV User Import |
Users\ |
When a user record is imported by a .CSV file, an administrator can view the user's properties in Interaction Administrator. When the administrator clicks OK to close the user's Configuration dialog box, additional configuration settings are automatically set by Interaction Administrator. The Enhanced Interaction Administrator Change Log logs those additional settings changes. |
|
Time Zone |
Users\[USER]\TimeZone |
See Location. |
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Side effects with immediate manifestation in Directory Services
|
Field |
DS Key |
Notes |
|
Unified Messaging |
Users\[USER]\UM Destination |
If a Unified Messaging station is deleted and a user was configured to use that station, the Enhanced Interaction Administrator Change Log logs that the station was deleted. It does not, however, log that the user record was also changed. |
|
Users\[USER]\Location |
If a location is deleted, the Enhanced Interaction Administrator Change Log logs that the location was deleted. It does not, however, log that the user records that used that location were also changed.
When a location is deleted, the user records that were configured to use that location are changed to use the time zone of the default location. However, the Enhanced Interaction Administrator Change Log does not log this change to the user records.
If the time zone for the default location is changed, the Enhanced Interaction Administrator Change Log does not log this change to the users that use the default location. |
|
|
Password Policy |
Users\[USER]\Password Policies |
If a user is configured to use a password policy, and that password policy is deleted, the Enhanced Interaction Administrator Change Log does not log that the password policy has been removed from the user. If a role is configured to use a password policy, and that password policy is deleted, the Enhanced Interaction Administrator Change Log does not log that the password policy has been removed from the role. |
|
Roles |
Users\[USER]\Role |
If a user is configured to use a role, and that role is deleted, the Enhanced Interaction Change Log logs that the role was deleted. It does not, however, log the change to the user's configuration. If a workgroup is configured to use a role, and that role is deleted, the Enhanced Interaction Change Log logs that the role was deleted. It does not, however, log the change to the workgroup's configuration.
|
|
Secure Input Forms |
Workgroups\[WORKGROUP]\SecureInputForms |
If a workgroup is configured to use a secure input form, and that form is deleted, the Enhanced Interaction Change Log does not log that the form was deleted. It also does not log the change to the workgroup's configuration. |
|
Actions |
Users\[USER]\Call Disconnected |
If an action is deleted, the Enhanced Interaction Change Log does not log the deletion of that action.
In addition, if that action is configured as either an alerting or disconnected action for a user, the Enhanced Interaction Change Log does not log the change to the user's configuration. |
|
Wrap-up Codes |
Workgroups\[WORKGROUP]\Wrap-up Codes |
If a workgroup is configured to use a wrap-up code, and that wrap-up code is deleted, the Enhanced Interaction Change Log does not log the deletion of the wrap-up code or the change to the workgroup's configuration. |
|
Client Configuration |
Users\[USER]\Client Configuration Template |
If a client configuration template is deleted, the Enhanced Interaction Change Log logs the deletion. However, if a user is configured to use that template, the Enhanced Interaction Log does not log the change to the user's configuration. |
|
On Hold Music |
Workgroups\[WORKGROUP]\Workgroup On Hold Music
|
If an audio source is deleted, the Enhanced Interaction Change Log logs the deletion. However, if the audio source is configured as the on hold music for a workgroup, the Enhanced Interaction Change Log does not log the change to the workgroup's configuration. |
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