- Open OCM->Configurations->Reports-><requiredreportjsonfile>
- Search for the key "IsdetailReport", change the value to 'false'
Issue: Server Error '404-File or Directory Not Found' Displayed in the Auto Ack Template preview of Fax Template Module
Logs to check: check for below errors in OCM Log4Net.log
1.verify whether the below key is present in OCM web.config
<add key="MaxFileSizeForUpload" value="10" />
If it is not present add the key and edit the record and upload the file again
2.if the key is present and still, the error is displayed Ensure that the file exists in the "FaxFileUploadURL" path configured.
Description: In order to send outgoing Fax from TMAC , Compose Fax button is required.
Compose Fax button will be displayed only if ‘Fax Out Enabled’ feature is enabled for the agent in OCM Agent Settings module
For Fresh Deployment of OCM, Module Hierarchy Is Enabled and Teams are Created in Organizational Structure Module. But Org. Unit Data is not Shown in Role Management and User Role Mapping Module.
Components to Verify:
Keywords to Search:
Search for “ModuleHierarchy” Key in OCM Web Config/Tconfig template file based on “Confloadmode” set in tmc.config file.
When we try to Create or Update a record in any of the Modules in OCM, Last Changed on Column was showing Blank.
Components to Verify:
Keywords to Search:
Search for “DefaultDateTimeFormat” and “DateParseFormat” Key in OCM Web Config/Tconfig template file based on “Confloadmode” set in tmc.config file.
In Above Screenshot Yellow Color Indicates the Space Between the Date and Time Format.
Chat transcript in Chatbot interaction report shows as json message for each bot/customer message instead of as text message
This is because the message sent by the bot in JSON format is stored by the TMAC server as-is into the database.
Config "TextChat_FormatChatbotJsonMessage" should be enabled in TMAC server template.config file.
If this is disabled, TMAC will store messages of bot and customer in JSON format. If it is enabled, it will extract the exact text message from JSON and store in DB.
After enabling the config, stop-start TMAC server. Any new chatbot interactions after that will show the chat transcript with only the text messages correctly like shown below
In Db OrgUnit will be displayed as Null , 0 or TeamID
Org unit will be null for those records which are present in database before module hierarchy was implemented
Org unit will be 0 for those records which are created with module hierarchy as disabled
Org Unit will be Team id for those which are created with module hierarchy as enabled
For the Null or 0 Org unit records , assign the team or team id to those records. To assign the team id
All the records are getting displayed to all the logged in user in OCM in module hierarchy
Components to Verify
Check the following key in Web config.
<add key="ModuleHierachy" value="false" />
Check the team id for the record whether it is NULL or Number
To resolve this issue, update the org unit in particular module and record to team id or team .
To assign the team id or team
Record will not be shown to other users who are not under the hierarchy. It will be displayed to t users which fall under the same hierarchy
Issue Description: Few Skills are getting added automatically to an agent though it's not been selected for an agent in the OCM AgentSkillAssignment module.
This mainly happens because recorder skills been configured in OCM configuration.
Please check below config keys,
<add key="RecorderSkill" value="20" /> // here 20 is recorder skill which will be added to all the agents by default.
<add key="RecorderSkillLevel" value="1" /> // skill level
Recorder skill is nothing but default skill (in workqueue mode) that must be assigned to each agent while performing skill assignement.
If we see the auto-assigned skill is the same as recorder skill then this can't be considered as an issue, since each agent must have a default/recorder skill.
OCM screens with Maker Checker access, Checker approve/reject fails with below errors
"Message after approving: Failed to approve the data"
1.Login to maker screen, create one record and send for approval.
2.Login to maker screen, delete one record and send for approval.
3.Verify the Checker DB before approving.
4.Ensure the checker DB does not have the record created/deleted in the checker DB before approval.
5. In case the maker record is already present in Checker DB before approval from OCM UI page, check the OCM Config.
6. Maker DB and Checker DB IP and config should not point to same DB. Maker and Checker DB IP should point to relevant DB.
a) Issue Description:
OCM UI shows error as below on Social Media Application or Account module when trying to add/edit/delete record
OCM is unable to connect to SMM Management API to process a record.
When we try to upload the introductory message in a maker OCM the grid stopped loading. In checker OCM, IVR introductory module grid is not loading as well. However, we could see APPROVE/REJECT buttons. Once approved, the introductory message got uploaded but the grid was not loading in both Maker and checker OCM – IVR introductory Module.
Components to Verify:
1. Component : OCM & Data Base
2. Where to Check : OCM SQL logs, OCM logs & Data Base
3. What to Check :
Keywords to Search:
Exception in OCM Logs, Select count(*) from Checker Audit Trial Table
The maximum length of JSON strings. The default is 2097152 characters, which is equivalent to 4 MB of Unicode string data.
We should keep only less than 500 records in the Checker Audit Trial table. Purge the records which are more than 500.
After drag and drop of nodes, it cannot be connected.
3. Still if cannot connect, then a link of min 2 nodes has to be created in POM, please contact Avaya vendor to do the same. Once done, login to OCM and you can see the nodes joined which is done in POM.
The sample data which you can see inside the pomcampaignconnector.json files once the nodes are connected and saved, below:
New JSON configuration changes done by the user not notified to the application automatically.
Once JSON configuration changes are done, user has to navigate to OCM Configuration page and user has to Refresh Application to refresh recent changes in the application.
This logs out the user session and enables to re-login with all the changes.
<add key="MaximumDashboardDays" value="15" />
Issue Resolution 1:
This issue is caused when interpreter is not running. Check whether interpreter is running or not
Issue Resolution 2:
Check for interpreter version
Issue Resolution 3:
Check for interpreter URL in ApplicationConfiguration.json
When we have given two roles to a single user, the application will check for the role which has higher Role ID and access provided to that role will be in effect.
Please refer below table:
|1||Maker||Checker||Previewer||Access Provided to Previewer Role will be in effect. For any combination with Previewer role, access provided to Previewer will be in effect|
|2||Maker||Checker||Access provided to Maker Role will be in effect ( Maker Role has higher priority than Checker)|
|3||Maker||Maker||Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.|
|4||Checker||Checker||Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.|
|5||Previewer||Previewer||Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.|
Issue description :
ERROR ReportGeneric.GenericReportBase ----- Error in SelectData(). Rolled back data : ChatInteractionReport from 20190701 000001 to 20190730 111535:System.Data.SqlClient.SqlException (0x80131904): String or binary data would be truncated.
The statement has been terminated.
This error appears when the reporting table column length is less than the data length when, service trying to insert.
Need to verify all the columns length with data value length and update accordingly in OCM Reporting tables.
This issue due to this error in the log “Index was outside the bounds of the array”.
<add key="IntroductoryMessage" value="IVR_A_MainMenu,IVR_B_MainMenu,IVR_C_MainMenu" /> <add key="IntroductoryMessageFileUploadName" value="CBGPhrases,CBGPhrases,CBGPhrases" />