Problem diagnosis: General checklist: AMETHYST

[Belinda Frick]

Problem Diagnosis: General Checklist
AMETHYST

Before logging faults at Datatex Support, it is important that the problem is already diagnosed or at least
where the problem is occurring. Please check and confirm the following before logging the fault, this will
assist in making sure that no unnecessary time is waisted and all required site information is received at once.

If a critical e-mail is sent, it will contain possible causes of the problem like
when an agent is down for example. Please investigate what the critical e-mail is reporting.

Identify the recording solution (USB/Card or SLVR)?

Ensure that the client is running the latest version of the AMETHYST applications. Keep
in mind that the update updates the server applications. You need to update the client side
and Cardserver (depending on solution in place). This will ensure that all known faults are corrected.

Scrutinize all relevant log files.
Then try identify why the error/problem is occurring and what the error/problem relates to.

Eliminate possible network/firewall/Security/proxy issues beforehand.

Make sure client is using latest versions, if not upgrade all software on all PC's first
(USBclients for example) then test to see if the problem still occurs.

Identify the PABX and plugin version and whether SMDR data is being received correctly?

Identify whether the problem is on multiple machines or only on one machine. Then narrow it
down by checking the above and locate this individual problem if possible.

Identify as best as possible the point at which the problem occurs, so we know where to begin
looking. Screenshots are useful to us here.

Identify specific site information (Such as how AMETHYST is receiving its end of call data,
SMDRlink or TOPAZ) All should be using SMDRlink now.

Search the SSL documentation for the problem first.

Check general setup and configuration such as port numbers, cardserver configuration etc. (These
are examples, please use your own initiative and check according to what the problem relates to.)


Please note: Troubleshhoting documentation is available on general problems. Please check the trouble shootong
documentation to try an resolve a problem on site. Search for 'Troubleshooting' on our website. The following SSL Trouble
shooting documents are avaialable:


TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems