Troubleshooting guide

Troubleshooting Guide
90
If you still can’t fix the problem, call Technical Support. Make sure you have the following information
on hand before calling:
 Java plug-in version
 Maintenance PC username
 Maintenance PC IP address
 Location of identitydb.obj file on the Maintenance PC
 Logs from the Maintenance Port (RTC Shell)
 MXe Server: Linux logs from /var/logs directory (via MSL web interface)
You receive the following
message when you attempt to
restore a database: “RAD group
must be a number that will be
DATA RESTORED before the
pilot number.”
The leading digits of the hunt
group pilot number are a lower
number than its RAD group
numbers. When the system
backs up or restores Hunt
Groups, it does so in the order of
the leading digits of the hunt
group pilot number. If the leading
digit of the hunt group number is
lower than its RAD group
number, the system will be
unable to back up or restore the
RAD group data
In the Hunt Groups form, program the
leading digits of the hunt group pilot
number to be greater than its RAD group
numbers.
You perform a database restore
and ACD 2000 agent skill groups
are missing from the database
after the restore.
If the Extended Agent Group
option is enabled and you have
more than 128 agent skill groups
programmed, when you perform
a database backup, only the first
128 groups are saved.
Only the first 128 agent groups were
saved to the database backup. Manually
reprogram the missing agent groups
You are attempting to restore a
pre- 3300 Release 6.0 database
and receive the following error
log:
Embedded System Music On
Hold Audio source file
size exceeds allocated
space. It has been
disabled and placed in a
temporary location:
db/temp/system_music_on_
hold_tmp.
If you restore a pre- 3300
Release 6.0 database, with an
embedded music on hold file
larger than 8 MB (for the MX/LX)
or 16 MB (for the LX 512 MB),
the file is moved to a temp
location and disabled. The
relocated file is not backed up
and will remain on the hard drive
until a full install is performed or
until the file is deleted.
To restore music on hold when it is
disabled due to file size:
1. Retrieve the
system_music_on_hold_tmp file
from db/temp/
2. Reduce the file size.
Use the System Audio Files Update
form in the System Administration Tool to
restore the smaller music on hold audio
file OR create a new audio file within the
size limit.
Table 25: Backup and Restore Troubleshooting
Symptom Possible Cause Corrective Action
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