Support Tool Features

The Support page displays the status and any available controls for each service on both servers, Side A (Denver) and Side B (Austin). Each server is located in a different location for security reasons. The page displays two sections under the Services tab representing both servers.

NOTE:

The Denver (Side A) server is mirrored on the Austin (Side B) server. When a task is performed on Side A, that same task is then completed on Side B. Task icons and some services may not be available or displayed for the Side B section.

With this tool a Program Owner user can perform the following tasks:

  • View the status for services on both Denver and Austin servers
  • Restart Lightweight Directory Access Protocol (LDAP)
  • Start/stop/restart Routing Controls Application Gateway (AG) service
  • Enable/disable AG tracking
  • View AG service information
  • Start the Intelligent Contact Management (ICM) synchronization service
  • Start/stop/restart CallMe service
  • View CallMe service information

Status Column – Displays a status indicator for each service. The indicator displays the following colors to show the current status of the service.

  • Green Status – This status color displays when the service is active and working as it should.

  • Yellow Status – This status color displays when the service is idle.

NOTE:

Since the Routing Controls Application Gateway (AG) service is typically only active on one of the servers, Side A or Side B, the yellow status is commonly used to help you identify which server it is inactive on. If the AG service status is yellow on Side B, then it should be green on Side A. When in the yellow (idle) status, the AG service is ready to activate on that server if the other server AG service fails.

  • Red Status – This status color displays when the service is inactive or it has failed.

Name Column – Displays the name for services available on each server.

Host Column – Displays the host or IP address for each service.

Task Icon Column – Displays icons used to control various functions for each service. The icons differ for each service, and some services do not have icons.

  • Restart LDAP Service – Restarts the LDAP service if there are issues with Active Directory. Clicking this icon displays a confirmation dialog to confirm restarting the LDAP service. Click the Confirm button to proceed with restarting, or click the Cancel button to cancel the operation.

Task icons are not available for this service. If you are experiencing issues with this service, please submit a Service Now (SNOW) ticket to request support for this service.

  • Start AG Service – Starts the Routing Controls Application Gateway service if it is currently inactive. A success/fail message displays on the top right side of the page if the service successfully starts or fails to start.
  • Stop AG Service – Stops the Routing Controls Application Gateway service if it is currently active. Clicking this icon displays a confirmation dialog to confirm stopping the Application Gateway service. Click the Confirm button to proceed with stopping, or click the Cancel button to cancel the operation.

  • Restart AG Service – Restarts the Routing Controls Application Gateway service. Clicking this icon displays a confirmation dialog to confirm restarting the Application Gateway service. Click the Confirm button to proceed with restarting, or click the Cancel button to cancel the operation.

  • Enable AG Tracing – Begins tracing the Routing Controls Application Gateway service activity by creating service logs on the application server. Clicking this icon displays a confirmation dialog to confirm enabling the Application Gateway tracing. Click the Confirm button to proceed with enabling, or click the Cancel button to cancel the operation.

  • Disable AG Tracing – Disables Routing Controls Application Gateway tracing, if currently enabled. A success/fail message displays on the top right side of the page if the tracing successfully disables or fails to disable.
  • AG Service Info – Displays information for the Routing Controls Application Gateway service. Clicking this icon opens the Application Gateway Service Info dialog. When finished viewing the information, click the Close button to return to the Support page.

  • Reload All Cache – Clears all Routing Control cache. This feature allows you to reload cache when experiencing issues with Routing Controls. This function is necessary when migrating a tenant to another POD. Clicking this icon opens a confirmation dialog. Confirm reloading the cache by clicking the Confirm button, or click the Cancel button to return to the Support page.

  • Start ICM Synchronization – Starts the Intelligent Contact Management (ICM) synchronization service if it is currently inactive or idle. A success/fail message displays on the top right side of the page if the service successfully starts or fails to start.
  • ICM Synch Info – Displays information for the ICM Synchronization service. Clicking this icon opens the ICM  Service Info dialog. When finished viewing the information, click the X button to return to the Support page.

  • Start Callbacks Service – Starts the Callbacks service if it is currently inactive or idle. A success / fail message displays on the top right side of the page if the service successfully starts or fails to start.
  • Stop Callbacks Service – Stops the Callbacks service if it is currently active. A confirmation dialog box displays to if there are calls in progress or queued. Click the Confirm button to confirm or click the Cancel button to cancel stopping the service. A success / fail message displays on the top right side of the page if the service successfully stops or fails to stop.

  • Restart Callbacks Service – Restarts the Callbacks service. A confirmation dialog box displays to if there are calls in progress or queued. Click the Confirm button to confirm or click the Cancel button to cancel stopping the service. A success / fail message displays on the top right side of the page if the service restarts successfully or fails to restart.

  • Callbacks Service Info – Displays information for the Callbacks service. Clicking this icon opens the CallMe Status dialog. When finished viewing the information, click the Close button to return to the Support page.

  • Start AXL Service – Starts the AXL service if it is currently stopped. Clicking this icon displays a confirmation dialog to confirm starting the AXL service. Click the Confirm button to proceed with starting, or click the Cancel button to cancel the operation.

  • Stop AXL Service – Stops the AXL service if it is currently running. Clicking this icon displays a confirmation dialog to confirm stopping the AXL service. Click the Confirm button to proceed with starting, or click the Cancel button to cancel the operation.

See Also