====================================
General AMETHYST site information required:
- What is the client name? __________________________
What is the client contact e-mail address? __________________________
Which PABX brand and model are they using? _____________ __________________________
What is the plugin version and name? _____________ __________________________
How many PABX's are used for SMDR data? [ ]
Which recording solution are they using? [Trunk/Extension/Client]
Which recording card/cards are they using (if applicable)? ________________________________________
Which client side recording software was used? [USBClient/SLVR]
Is all work station at the site running on the same IP range? [Yes/No]
Is a remote site involved? [Yes/No]
Do you have 3rd party integration? [Yes/No]
Has anything recently change on this site (PABX/hardware or software upgrades/network setup/...)?
___________________________________________________________________________________________________
When did you first notice this problem? _____________
What operating system are you running? _____________
Is the error noted with:
"AMETHYST Supervisor" or "AMETHYST Server" ?
- What is the version number?
What is the error description or error message(popup or AMETHYST log entry)?
(We need to determine if it is software/hardware/access related?)
If it is an error message, is it an popup message or AMETHYST log entry?
If it is a popup error message,
we need to determine if it is an AMETHYST/Operating System/Browser/
network related/Windows access error?
If not AMETHYST error please use IT department to assist.
Operating System, for example check Windows system events logs.
Browser issues, for example Clear cache. Delete cookies.
Access, for example try excluding AMETHYST from using the proxy server.
For AMETHYST errors please search our website.
If it is a AMETHYST log entry error:
Please search our website.
If it is an error description,
please explain exactly what you were doing when issue occured.
How did you come to the conclusion that this an error / what outcome did you expect?
Once problem identified see "AMETHYST Supervisor Errors" section below.
Does this problem occur on all Supervisor PC's? Please check Supervisor logs for clues.
AMETHYST Webadmin:
- What is the version number?
Can you connect to the server?
Ping the AMETHYST server IP.
If successfull, open an AMETHYST webadmin page using the IP address of the server.
Check the server logs for related errors.
If unsuccessfull, determine if network related / windows access or if the server is down.
Does this problem occur from all PC's?
If critical e-mail received, view related logs for more detail regarding error.
What is the error description or error message(popup or AMETHYST log entry)?
(We need to determine if it is software/hardware/access related?)
If it is an error message, it is an popup message or AMETHYST log entry?
If it is a popup error message,
we need to determine if it is an AMETHYST/Operating System/Browser/
network related/Windows access error?
If not AMETHYST error please use IT department to assist.
Operating System, for example check Windows system events logs.
Browser issues, for example Clear cache. Delete cookies.
Access, for example try excluding AMETHYST from using the proxy server.
For AMETHYST errors please search our website.
If it is a AMETHYST log entry error:
Please search our website.
If it is an error description,
please explain exactly what you were doing when issue occured.
How did you come to the conclusion that this an error / what outcome did you expect?
Once problem identified you can search the website for error or configuration.
Use 'AMETHYST site inspection check list' to pick up possible errors.
AMETHYST Supervisor Errors:
'
- I cannot open the AMETHYST supervisor page'
- I cannot open the AMETHYST supervisor page:
Does this problem occur from all PC's? [Yes/No]
Can you ping the AMETHYST server IP ? [Yes/No]
Successfull,
Can you open the page using the IP address of the server. [Yes/No]
(Browser issues, for example Clear cache. Delete cookies)
Is the supervisor running? [Yes/No]
If unsuccessfull, determine if:
network related [Yes/No]
windows access [Yes/No]
if the server is down. [Yes/No] - When searching for the recording I cannot find it.
Check in the logs for your recording solution (USBCLient or Cardserver) if the recording was made.
If the recording was not made, check the following:
Is the sweeper running? [Yes/No]
Check logs for errors _____________
Check recording solution (card server or USBClient/SLVR) _____________
Confirm Cardserver wiring correct -
check if events in cardserver log (logging enabled) _____________
If the recoring was made, check the following:
Check recording solution.
USBClient:
Is recording written to harddrive (data folder on agent PC) [Yes/No]
Is recording ftp to AMETHYST (USBClient.log) [Yes/No]
Cardserver:
Is recording written to harddrive(complete folder on cardserver) [Yes/No]
Is recording ftp to AMETHYST (cardserver.log) [Yes/No]
Is recording processed on AMETHYST server (sweeper.log)? [Yes/No]
Check licensing - how many seat licensed? [ ]
Check number of recorded devices [ ]
View rejected logs _____________
Verify inclusive and exclusive rules. Number of devices excluded? [ ]
View cardserver channels, check dis/enabled _____________ - I can search for the recording but not play it?
Identify if it is the file or the pc.
Mail file to different pc, does it play? Yes, agents pc, no: file [Yes/No]
Check sweeper logs. Any errors surrounding the recording? [Yes/No]
iF no errors, check recording solution logs _____________
Quicktime not installed [Yes/No] - I can see calls on the Supervisor search screen, but they have no call data?
Is SMDRlink running? [Yes/No]
Is the extension configuration done correctly [Yes/No]
Recording mapping done correclty
(USBClient ini, cardserver line and extension done) _____________
SMDR setup correclty (serial/tcp) _____________
Is SMDR receiving info correctly [Yes/No]
Is Tapi running (if Applicable) [Yes/No]
Is TAPI setup correctly (if Applicable) _____________ - Can’t login to supervisor?
Is supervisor running? [Yes/No]
Check super logs _____________
Does supervisor exists /verify user and password [Yes/No]
Clear cache _____________
Is caps lock/num lock on? [Yes/No] - Can’t do AQM
Does the Supervisor have access to do AQM's? [Yes/No] - Live listening doesn’t work
Check active monitoring port number. _____________
Is Quicktime installed? [Yes/No]
Does the proxy’s bypass local addresses [Yes/No]
Is the active monitoring port available. [Yes/No]
'When searching for the recording I cannot find it.'
'I can search for the recording but not play it?'
'I can see calls on the Supervisor search screen, but they have no call data?'
'Can’t login to supervisor?'
'Can’t do AQM'
'Live listening doesn’t work'
AMETHYST Site Inspection Check List:
- What is the version number of AMETHYST WebAdmin?
Check the View Available Diskspace (in use) AMETHYST SERVER
Exclusive Drive __________%
Exclusive Drive 2 __________%
Backup Drive __________%
NFS Location __________%
Database Drive __________%
Check for any errors in the following:
Test Archive Settings (Passed) _____________
View Call History (No errors) _____________
Sweeper Log (Last 500 Lines are error free) _____________
Admin Log (Last 4 days, error free) _____________
Start and Stop of last succesfull incremental backup 21h00 - _____
SMDRLink logs (last 500 lines error free) _____________
Supervisor logs (Last 4 days error free) _____________
Licensed seats _____________
List of recording devices _____________
Recording Solution:
Cardserver: (If Applicable)
Check (if available) PRI lights are green _____________
View Logs (Error Free) _____________
Channel correctly Dis/enabled _____________
Recordings on each card channel _____________
Verified TMS data with recording channels. _____________
(Check to see if there are SMDR data on all the recording channels)
USBClient: (If Applicable)
Active Monitoring _____________
Live Listening _____________
Client recordings have SMDR data _____________