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Testing and Troubleshooting

This information assists you in ensuring that your Multi-Site installation is performing properly.

Verify site connection

In Interaction Administrator, click Check Site at each site to verify connectivity to each of its Peer Sites.

Test workgroup member

Test a member of a workgroup that spans sites.

  • Add a user to a spanning workgroup and verify that the user replicates to other sites.

  • Remove a user from all spanning workgroups and verify deletion of the user from other sites.

  • Change the status of a spanning user and verify that all sites display the correct status.

  • Exit/Enter the CIC client for a spanning user and verify that all sites show the user as Not logged in/Logged in.

  • Place a call as a spanning user and verify that all sites show the user as On the phone.

  • Place a call from ServerA to UserA by dialing the user's extension (or directly from the CIC client).

  • As UserA (logged on ServerA), place a call from ServerA to UserB (logged on ServerB) by dialing the user's extension (or directly from the CIC client). Verify that the call goes straight to the user and skips the IVR on ServerB. Verify that UserB's CIC client shows the call as originating from UserA.

Multi-Site RTM Servers cannot communicate

Some versions of the CIC Multi-Site RTM Server install set the Services identity to Local System Account and the DCOM identity to The System Account. As a result, Multi-Site RTM Servers are unable to communicate with each other. The workaround is to start the Services Control Panel applet.

To start the Services Control Panel applet

  1. Right-click the RTM Server process and click Properties.

  2. Click This Account to use the identity of the logged on domain user.

  3. Restart RTM Server to put changes into effect.

RTM message not transferring

For the following issues, click Check Site in Interaction Administrator to ensure that RTM messages are transferring between the computers:

  • Cannot see caller name and extension numbers

  • Get the default IVR option when calling across servers

  • Status not updating

  • Receive voice mail when in available status

  • Telephone Handset playback issues

Verify the following:

  • User is a member in a spanning workgroup

  • Sites are in sync regarding the user's current status

  • User is not on the phone

File-based Mail Connector limitation

Multi-Site is incompatible with a combination of FBMC-only (File-based Mail Connector) sites and other sites that use mail connectors (for example, Exchange and Notes).

Multi-Site fails

If you have Multi-Site RTM server and RTM client installed on one CIC server, and you install Microsoft Visual C++ 6.0 with Service Pack 2, it can cause Multi-Site to fail.

When installing the Service Pack 2 software, the installation program asks whether you want to replace existing files with newer version files. Click No. If you click Yes, the program overwrites the following files:

  • olepro32.dll

  • oleaut32.dll

  • asycfilt.dll

  • stdole2.tlb

Overwriting these files causes Multi-Site to fail and requires that you reinstall Multi-Site.

CIC system cannot find a name prompt

If users are receiving a message that the CIC system cannot find a name prompt, you might have to move the location of the resources directory.

Multi-Site replicates all prompt locations exactly as they are on the home site. For Multi-Site RTM Client to find prompts on other servers, all your servers need to have their resources directory installed on the same letter drive.

CIC Server or RTM Server access denied

Only do these steps if you configured the computes as indicated in Multi-Site Configuration and Administration Tasks and you are still experiencing issues. If you see event log errors on either the CIC server or RTM Server about access being denied, do the following:

  1. Run dcomcnfg.exe on the RTM Server computer.

  2. Scroll down until you see RTMServer.

  3. Click it and then click Properties.

  4. Click the Security tab.

  5. Click Use custom access permissions.

  6. Click Edit, and configure it so that Everyone has Allow Access.

  7. Select the Use custom launch permission.

  8. Click Edit, and configure it so that only System has Allow Launch.

  9. Select Use default configuration permissions.

Exception thrown error

If you see errors in the trace log that resemble Exception thrown during GetRTMMessage HR=, the COM registration is corrupt.

Do one of the following, depending on which server you are seeing the error:

  • To fix the issue on the CIC server with RTM Server installed, do the following

    1. Open a Command Prompt window and go to the \i3\ic\server directory.

    2. Type in the command window rtmserveru –Service. Only the command prompt appears.

    3. Type regsvr32 rtmserverps. A window appears, stating DllRegisterServer in rtmserverps.dll succeeded.

    4. Run dcomcnfg.exe and reconfigure the RTMServer settings.

    5. Restart your computer.

  • To fix the issue on the CIC server without RTM Server installed, do the following:

    1. Open a Command Prompt window and go to the \i3\ic\server directory.

    2. Type in the command window rtmserveru –RegServer. Only the command prompt appears.

    3. Type regsvr32 rtmserverps. A window appears, stating DllRegisterServer in rtmserverps.dll succeeded.

    4. Run dcomcnfg.exe and reconfigure the RTMServer settings.

    5. Restart your computer.