Use ZyDesk client to test the system

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til installation og administration af Zylinc-løsninger er for tiden på engelsk.

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

  1. Restart Zylinc Windows Application Server

  2. Wait for the server to come back online

  3. Log in to the server with an administrator user

  4. Wait three minutes, so that Automatic (Delayed Start) services have time to start

  5. Start Deployment Manager

  6. In the Deployment Manager menu, select Deployment > Windows Services

  7. The following services should show Running in the Status column:

    • Apache Tomcat with a name that ends with ZyTomcat1-8080-8443

    • Apache Tomcat with a name that ends with ZyTomcat2-8081

    • Zylinc Queue Manager

    • Zylinc Service Manager

    • Zylinc ZyGo

If one or more of those services aren't running, you can use Notepad++ to inspect the respective log files (see Open latest log file from specific Zylinc module). Search for the word error or the word exception inside the respective log files. This will often provide you with information about what went wrong.

  1. Start Putty

  2. Connect to Media Server

  3. Log in as admin

  4. Type system reboot

  5. Type y and press ENTER to reboot the server

  6. Wait approximately 30 seconds to let the server to come back online
  7. Then open the Administration Portal to test that it's accessible after the reboot

With Windows PowerShell ISE, you can quickly test network ports on the Zylinc solution's Media Server, Windows Application Server, and SQL Server.

Copy the PowerShell code into a new script pane in Windows PowerShell ISE:

  1. On the Windows Application Server in the Windows Start menu, select Windows PowerShell, right-click Windows PowerShell ISE, and select More > Run as administrator

  2. In the Windows PowerShell ISE menu, select View, and make sure that Show Script Pane is selected.

  3. Make a copy of the following PowerShell code, and in the Windows PowerShell ISE window, right-click inside the Untitled1.ps1 script pane, and select Paste.

Before you run the script, make the following changes to the PowerShell code:

  1. In the top of the script, find this line:

    $MediaServer_hostname_or_IPv4 = "mediaserver.domain.local"

    and replace mediaserver.domain.local with the hostname or IP address of your Zylinc Media Server.

  2. Because you're going to run the script directly on the Zylinc Windows Application Server, so that you can include the ports that only listen to requests from localhost in the tests, leave the following line intact:

    $WinAppServer_hostname_or_IPv4 = "localhost"

    If you want to use the script from another server or client, replace localhost with the hostname or IP address of your Zylinc Windows Application Server, for example: WinAppServer.domain.local. The script will detect the change, and automatically skip the tests that'll fail if you don't run the script on the local host.

  3. Because you're going to run the script directly on the Zylinc Windows Application Server, which is often also the SQL Server that hosts the Zylinc databases, leave the following line intact:

    $SQLServer_hostname_or_IPv4 = "localhost"

    If you don't use a SQL server that is co-located on the Zylinc Windows Application Server, replace localhost with the hostname or IP address of the SQL server that hosts your Zylinc databases, for example: SQLServer.domain.local.

    If you want to use the script from another server or client, replace localhost with the hostname or IP address of the SQL server that hosts your Zylinc databases, for example: WinAppServer.domain.local.

Then, on the Zylinc Windows Application Server:

Run the PowerShell script:

  • In the Windows PowerShell ISE window, press F5 to Run Script

In the console window, you should see a list of network ports. All ports in the list should show the status: SUCCESS

The connection status will update every few seconds, until you press CTRL+C to stop the script.

If you see the status: ERROR next to any of the ports, it means that a service on one of the servers isn't running as expected, or a network connection from Zylinc Windows Application Server to one of the other servers is blocked by firewalls or network routing problems. Check that your network routing works as expected. If you use firewalls, also check that your firewall configuration is correct.

You can also go back, and check that the hostnames, IP addresses, and ports that you've previously entered during this installation are correct. If that doesn't work, you can inspect the log file of the service that fails (see Open latest log file from specific Zylinc module). Search for the word error or the word exception inside the respective log files. This will often provide you with information about what went wrong.

If only a few of the Apache Tomcat ports show the status: ERROR, it can be caused by network port conflicts in the Apache Tomcat configuration.

To solve that problem, you can do the following:

To avoid network port conflicts between the two Tomcat instances, inspect the Tomcat instance configuration manually:

  1. In the Deployment Manager menu, select Deployment > Application Administration > Apache Tomcat Administration
  2. In Instances, select ZyTomcat1-8080-8443 and verify the following:
    1. Server port is 8005
    2. A connector exists with Port=8080, Protocol=Http11
    3. A connector exists with Port=8009, Protocol=Ajp13
    4. A connector exists with Port=8443, Protocol=Http11NioProtocol
    5. No other connectors exist
  3. In Instances, select ZyTomcat2-8081 and verify the following:
    1. Server port is 8006
    2. No connectors exist with Port=8080
    3. No connectors exist with Port=8009
    4. No connectors exist with Port=8443
    5. A connector exists with Port=8081, Protocol=Http11
    6. A connector exists with Port=8010, Protocol=Ajp13
    7. No other connectors exist

  1. Start a ZyDesk product (such as Zylinc Attendant Console or Service Center).

  2. Log in with

    Username:

    Password: password

  3. In the status bar at the bottom of the Zylinc program window, double-click the icon to view your connection status.

  4. Everything should be connected. If one or more items aren't connected, you can use Notepad++ to inspect the respective log files. Search for the word error or the word exception inside the respective log files. This will often provide you with information about what went wrong.

  5. Leave ZyDesk open. You'll need it in the following.

When you do the following, you may in some cases see a flickering screen.

  1. In the Administration Portal menu, select QUEUES > Wallboard Profiles.

  2. Click TestWallBoard (that you created earlier).

  3. In Link, click the link. Wallboard should open.

    If you see a flickering screen and an error message: Connection lost. Reconnecting:

    1. Go to the following URL: http://<winappserver>:8081/ZyDataService/
    2. Click Wallboard
    3. Log in as a user that is known to the system, for example:
      • , and use the password for that user (requires that ZyDesk PW Login to Portals is selected in the Administration Portal (SYSTEM > Interface Configuration)
      • Log in as admin, and use the password for Tomcat instance ZyTomcat2-8081 user admin.
    4. Click TestWallBoard (that you created earlier).

  4. In TestQueue1000 (that you created earlier), Agents Online should show the value 1, because ZyDesk is open.

  5. Click TestQueue1000.

  6. Idle Agents should show the value 1.

  7. Close ZyDesk.

  8. Idle Agents should change to the value 0.

What's MicroSIP?Lukket

MicroSIP is a third-party open source SIP softphone for Windows that you can download for free. MicroSIP is useful, for example when you need to:

• Make calls to any phone number within the Zylinc solution, even when you haven't set up an integration to a third-party phone system yet. You can call, for example, Zylinc voice queues, IVR menus, or the announcement recording feature.

• Use the softphone keypad to send DTMF tones to, for example, IVR menus, or the digit collection feature of a voice queue.

• Make calls that pretend to be from any A-number. This is useful when you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes.

Do I need to use MicroSIP?Lukket

No. If you already have another way of calling phone numbers within your Zylinc solution, you can use that. Because some people may not yet have fully set up their phone system, they may find MicroSIP useful at the time when they go through this topic.

MicroSIP can’t run on the same computer as ZyDesk, because the two softphone products use conflicting UDP ports. Because you already use Zylinc Windows Application Server to run ZyDesk, you must install MicroSIP somewhere else.

MicroSIP requires a sound card and microphone, which isn't always available via remote desktop connections, so install MicroSIP directly on a computer that hasn't got ZyDesk installed, but has a sound card and microphone:

  1. Download and install MicroSIP
  2. In the MicroSIP menu, select Settings
  3. In DTMF-Method, select SIP-INFO
  4. In the MicroSIP menu, select Add Account...
  5. In SIP Proxy, enter <MediaServer>:5060, for example MediaServer:5060
  6. In Username, enter the A-number that you'll pretend to call from, for example +4512345678
  7. In Domain, enter the word domain (this field isn't used, but it mustn't be empty)
  8. If you find out the audio of your MicroSIP softphone doesn't work in both directions, and if your test computer has more than one network adapter installed, this problem can be because Zylinc media server can't reach the subnet of the network adapter that MicroSIP automatically decided to use. In that case, it may help to do the following: In Public Address of the MicroSIP account, change Auto to the IP address of a subnet that is reachable from Zylinc media server. You can also check that MicroSIP isn't being blocked by firewall rules, especially on the test computer.

How to change the A-number that MicroSIP pretends to be calling fromLukket

When you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes, it can be useful to change the A-number that MicroSIP pretends to be calling from.

To do that:

1. In the MicroSIP menu, select Edit Account...

2. In Username, enter the A-number that you'll pretend to call from, for example +4512345678

Earlier, you created the voice queue TestQueue1000. You can now use MicroSIP to make a test call to that queue, and use ZyDesk softphone to answer the call.

  1. In the Administration Portal menu, select QUEUES > Voice Queues

  2. Click TestQueue1000

  3. Click OPENING HOURS (located in the top right corner)

  4. Make sure that the queue is open. If it isn't, you can either extend its opening hours, or you can add an exception on the queue. This is how you add an exception that'll make the queue open:
    1. In Exceptions on queue, select Open
    2. Select All Day
    3. Click the right arrow icon to add the exception to the queue.

  5. On the Zylinc Windows Application Server, start ZyDesk, and log in with

    Username:

    Password:password

  6. On the test computer, use MicroSIP to call number 1000

  7. In the ZyDesk program on the Zylinc Windows Application Server, click Answer

  8. Click Hold

  9. You should hear music-on-hold in the MicroSIP softphone

  10. Click Resume in the ZyDesk program, and music-on-hold should stop in the MicroSip softphone.

  11. Click Hang Up in the ZyDesk program

  12. The call should end in both MicroSIP and ZyDesk

Depending on your organization's needs, you can now start to: