Fault finding and solutions for Amethyst

[Belinda Frick]

There are several reasons a call might not be in the Amethyst database. Here are
some points to check.

General Info
There must not be more than one copy of any program running on a agent's
computer or on the Server.
If any settings are going to be changed in a configurations file, by
editing the file. Close the relating software program first.
Recording that could not be transfered
If there are no calls on the server check the following:
The GuildFTP is running.(The small yellow icon next to the
time at the bottom of the screen.)

Make sure that the first icon on the tool bar states "ON" and has a
green light.
Whenever a recording is uploaded, the yellow icon will turn green for
a moment and then back to yellow. When this has happens, the Amethyst Sweeper
should show that is is processing a file. If this doesn't happen, check the
above settings.

The Amethyst Sweeper is running.

Make sure there are no error messages on the Sweeper Screen. If there are,
correct those problems first.

Check that all the SLVR entries on your Server screen are updating.

Check on the SLVR Properties screen of the Agents to see if FTP Online
is set. Online will be imported as they are finished. Offline will only
receive the recording later for processing.
Try to ping the IP address of any of the Agents that is showing DOWN. (There
is a SSL Document that explains how to ping an address.) If there is no reply,
the PC is either Shutdown or there is a network problem.
Make sure that the software on the agent's computer is still running. Start
it, if it isn't running and check to see the status now.(Set AllowShutdown to
off to prevent users from closing the software.)
Make sure that SLVR is pointing to the Amethyst server's IP or Name.( Use
the Supervisor screen , right click on an agent and view properties, else check
their config file: C:\Program files\datatex\SLVR\SLVR.ini)
If all the Agents show DOWN, there might be a network problem. Contact your
network admin and consult them.
Make sure your Amethyst computer's IP or computer's name has not been
changed.

If there are still problems with the network after checking these points, try
to reboot the server. Please CLOSE all programs before rebooting.


The Amethyst Supervisor screen doesn't connect to the server:
Check that the Amethyst Server Software is running.
Check that you can ping the Amethyst Server from your computer.
Check your Supervisor config file to ensure that you are pointing to the
Amethyst Server's Computer name or IP. Also Check that the correct port is
used. (27000)
(C:\Program files\datatex\amethyst\AmtSup\AmtSuper.ini)
If you get an error regarding gds32.dll, you might have to install the
Interbase client software.

SLVR recording problems:
Ensure that all the following are correct:
(Do not use the speaker icon next to the time, run SNDVOL32.exe from Start->Run)

Check that the cables are all plugged in tightly.
Check that the sound cable is plugged into the Microphone port of the
sound card.
The SLVR Software starts up with out error messages.
The sound card in the computer is configured correctly,with the correct
drivers installed. Also check your Computer hardware settings to see that
there are no problems there.
Check your sound settings (Run SNDVOL32.exe from Start->Run) Make sure that
you mute the Microphone under Volume Controls.
(Volume control->Options. Tick all the boxes at the bottom of that window and
click OK.)
Click on Options->Advanced controls(if it is available).
Click on the Advanced button, make sure that Microphone Boost is disabled.
(Not Ticked)
Check that the Microphone is the only selected recording device.
(Volume control->Options->Properties->Recording. Tick all the boxes at the bottom
of that window and click OK.)
Move the Microphone recording volume up very high, not to the top though.
Click on the Advanced button, make sure that Microphone Boost is disabled.
(Not Ticked)
Make sure that the recording button is gray and there is a reference number
on the SLVR screen.(The recording button is the round black button on the right
bottom of the screen, with the ">" sign on it.) If you click on it and it stays
green, there is something wrong with the sound setup.
Check that the Amethyst IP and Ports are specified correctly in the
configuration file (C:\program files\datatex\SLVR\SLVR.ini)




If the problem persists, please connect your dealer.