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  • Contact Center does not connect!!!

    over the past 2 weeks, it seems that there are several people who are now not able to connect to the contact center. shoretel launches and connects fine.. but contact center just continues to try and connect never succeeding. I have a temp fix by renaming the contact center folder under the windows profile. then manually launching contact center. then launching shoretel and it works.....till the user reboots...then its back to square one.
    There was a reboot done to the contact center server about 2 weeks ago...but I have no idea how that can effect some users.. (it is the same users say 15 out of 200 that continue to have the issue)
    before i try creating new windows profiles for the users. wondered if anyone here might of seen this issue? it is for both xp/win 7 32 bit images..
    appreciate any suggestions..

  • #2
    Frustrating.. no one has seen this happen.. it does not effect all users on the network.. but effecting enough..
    does contact center pull the config files from the server. ? can this be more software/windows corruption as opposed to an issue with the server?
    same people still continue to run into the issue each day and its giving me fits.

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    • #3
      Is the incorrect setting coming via their roaming profile somehow?

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      • #4
        i have sent the log files to shoretel support to see what they can come up with... but
        you rename current, the new one it brings down works fine.. till next reboot and the process is repeated..

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        • #5
          Those files that you are referring to are created locally by the application itself, not pulled from the server. The agent configuration (ETAS.ini) is pulled from the server after the agent is verified. Are you using the integrated Communicator? If so, have you tried disabling it and see if that stops it from happening?

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          • #6
            Originally posted by Sarsin View Post
            Those files that you are referring to are created locally by the application itself, not pulled from the server. The agent configuration (ETAS.ini) is pulled from the server after the agent is verified. Are you using the integrated Communicator? If so, have you tried disabling it and see if that stops it from happening?


            Sarsin.. thanks for hoping in here, issue is still existing. They booted the switches in each location and it seems to have only made matter worse.
            It is integrated with the communicator... but they utilize communicator along with the contact center. I will ask the TAC guy what he thinks..
            but it is helpful to know the files are created locally.. does anyone know of another location where a file/folder with ini info might be placed that could be causing the issue. I have removed all i could find with relation to shoreware on the pc and reinstalled , yet issue exists..
            I gave one user a new computer and the issue was resolved.
            I hope I dont have to go imaging 30 pcs to correct this issue.
            Anyone have anything to try I would be greatly appreciative.:cowboy:

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            • #7
              Originally posted by keystoner View Post
              does anyone know of another location where a file/folder with ini info might be placed that could be causing the issue.
              On the client, they are under:
              \Program Files\ShoreTel\Contact Center Agent\Agents
              There will be a folder for each agent. Delete them, they will get re-built when the agent logs in again.

              On the Server, the files are held in :
              \ShoreTel Contact Center\Agents\nnnn

              Again there will be a folder for each agent, you can delete this if you like, but make sure that the agent is logged out when you do.
              When a new agent logs in that doesnt already have a folder on the server they are built from is a file:
              \ShoreTel Contact Center\Agents\ETAS.INI
              If the problem still persists after deleting those agent folders, then the issue may be with this file. Don't delete it, there may be specific customisations to do with your deployment in there, for example screen popping. If there is a problem with this file, you will need to get a copy of the default ETAS.INI and then make changes to this so that your customisations are preserved.

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              • #8
                Dave,
                THanks! I will give this a shot an report back.

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                • #9
                  Originally posted by ShoreTel_Dave View Post
                  On the client, they are under:
                  \Program Files\ShoreTel\Contact Center Agent\Agents
                  There will be a folder for each agent. Delete them, they will get re-built when the agent logs in again.

                  On the Server, the files are held in :
                  \ShoreTel Contact Center\Agents\nnnn

                  Again there will be a folder for each agent, you can delete this if you like, but make sure that the agent is logged out when you do.
                  When a new agent logs in that doesnt already have a folder on the server they are built from is a file:
                  \ShoreTel Contact Center\Agents\ETAS.INI
                  If the problem still persists after deleting those agent folders, then the issue may be with this file. Don't delete it, there may be specific customisations to do with your deployment in there, for example screen popping. If there is a problem with this file, you will need to get a copy of the default ETAS.INI and then make changes to this so that your customisations are preserved.

                  Well, I removed the files locally on about 6 pcs yesterday (i dont have access to the server) rebooted and all was fine..

                  So far one of the user has had the same problem today.. so I will try removing on server, then pc, rebooting and hopefully it builds a new file without issues..

                  I did notice a contact center screen I have yet to encounter, sent it to my tac support but maybe someone here is familiar with it. (i never had to configure email account with contact center login removed server ip. )Untitled.jpg

                  I remove the contact center folder in local settings under their profile , i am then able to login into contact center without issue.
                  Last edited by keystoner; 08-17-2012, 07:33 AM.

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                  • #10
                    We have also had a similar issue - doesn't effect all users only some - and seems to occur at random really - this issue that we are having gives the same result, however when checking the 'settings' button the IP address has changed to 127.0.0.1 instead of our ECC ip address.

                    According to Shoretel's Knowledge base they just suggest injecting the file during the roaming profile stage. But I have prefered to copy a working copy of the "%appdata%\ShoreTel Contact Center\config\user_registry.ini" upon app launch - seems to do the trick for now

                    Wierd it doesnt effect all users though!

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                    • #11
                      i have this issue consistently and i do not have an answer and nothing works that is mentioned. any help is appreciated.

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