Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Diagnostic Procedures
March 13, 2015
53
Network Check
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On the CAD services computer, verify that the IP address in the registry value
HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\CAD\Site Setup\IOR
HOSTNAME (in case of 64-bit machines, HKEY_LOCAL_MACHINE\
SOFTWARE\Wow6432Node\Calabrio\CAD\Site Setup\IOR HOSTNAME) is the
correct IP address of the public NIC.
HKEY_LOCAL_MACHINE\SOFTWARE\Calabrio\CAD\Site Setup\IOR
HOSTNAME (in case of 64-bit machines, HKEY_LOCAL_MACHINE\
SOFTWARE\Wow6432Node\Calabrio\CAD\Site Setup\IOR HOSTNAME) is the
correct IP address of the public NIC.
■
To view information about the NICs on the computer, open a command
window and enter
window and enter
ipconfig /all
.
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Verify that the hostname and IP address are as expected.
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Verify that the subnet mask is correct. It is probably 255.255.255.0.
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If there are multiple NICs enabled, verify that the public NIC comes before the
private NIC:
private NIC:
a. In the Control Panel, double-click Network and Dial-up Connections.
b. From the menu bar, choose Advanced > Advanced Settings.
c. On the Adapters and Bindings tab, verify that the NICs are in the correct
order in the Connections pane.
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Check the network connectivity by pinging from the CAD services computer to
others in the configuration, for example, the Unified CM computer. Then
reverse it by pinging from the other computers to the CAD services computer.
Do this using both hostnames and IP addresses and ensure that the ping
results match.
others in the configuration, for example, the Unified CM computer. Then
reverse it by pinging from the other computers to the CAD services computer.
Do this using both hostnames and IP addresses and ensure that the ping
results match.
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If hostnames are used, verify that the DNS, WINS, and hosts files are correct.
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If there is a problem connecting to a particular service, try entering
telnet <IP address/hostname> <port>
in a command window, where
<IP address/hostname> is the IP address or hostname of the computer
where the service is running and <port> is the port used by the service.
where the service is running and <port> is the port used by the service.
Do this on the machine hosting the CAD base services as well as any machine
hosting a CAD desktop application.
hosting a CAD desktop application.
Consult the Port Utilization Guide for Cisco Unified Intelligent Contact
Management Enterprise & Hosted for a the ports used by each CAD service.
Management Enterprise & Hosted for a the ports used by each CAD service.
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Use a network protocol analyzer like Wireshark to analyze network
communications.
communications.
■
If security or firewall software is running on the computer, check its reports
and/or logs to see if it is blocking any communication or ports. Exceptions or
rules should be configured to allow connects between CAD services and
ports.
and/or logs to see if it is blocking any communication or ports. Exceptions or
rules should be configured to allow connects between CAD services and
ports.
■
Verify that dynamic IP is not being used on the CAD base services computer.
Otherwise, the IP address can change and no longer match what is configured
in the registry and the LDAP database.
Otherwise, the IP address can change and no longer match what is configured
in the registry and the LDAP database.