How to

We’ve included some useful tips and processes in the section below. Use the filter to find your application,
or go to the General / TSP section for systems level help, like backups. If you can’t find what you’re
looking for, please contact us directly.

Fill out this online form and we'll build you a VM appliance, tailored to your environment.

VM Config Form

Appliances are supplied as an export for a VMWare environment (usually Virtual Machine version 8 intended for ESXi 5.0 or later). 

You may choose from one of these file download options:

  •  ova (RECOMMENDED - a single file > 6GB)
  •  ovf (.ovf  .mf and .vmdk split into multiple files up to 2GB in size)
  •  ovf (.ovf .mf and single .vmdk > 6GB)

Our normal server resource requirements are:

Item Standard Variations
CPU 2 vCore at 2.1GHz min 

4 vCore if over 50 agents for the UAW wallboard
4 vCore recommended for VMS

RAM 4GB 8GB for SCM and larger VMS configurations
HDD

150GB minimum
plus recording

Usually a second HDD sized at 480kB/min of recording
OS Oracle Linux 64-bit (included)  
Database  Oracle 11gXE (included) Options for 12g Standard Edition 2
Software Tomcat, Java (included) Atea application modules

 

Updates

10 Sep 2016 increased vCore for VMS to improve performance, SE2 options
10 Mar 2016 Earlier HDD was 80Gb

  1. You will have received a link to the download location, click this and enter the credentials provided
  2. One or more files will be listed.  Download them all to a single folder, and make sure files don't get renamed by the browser (especially long filenames like MYATEASERVER-disk1.vmdk.gz.000000000 )
  3. Open your vSphere client
  4. Select deploy ovf (or similar), browse to the folder where you downloaded the files and select the .ovf or .ova file
  5. Give the instance a name
  6. Select the datastore for the VM guest instance to be stored.
  7. Select the Disk Format (we suggest Thick Provision)
  8. After a successful import, power on the instance
  9. If required, login into the console using the username thirdparty and the password provided by email - you must change this on first login
  10. If you provided the details on the Virtual Server Config Form, we will have pre-configured the network settings. If not, see below.

 

To set the network settings, enter this command:

  • sudo /INSTALL/tsp/scripts/changeTspNetwork.sh (it will prompt you for your password)

Update the details including IP address, mask, gateway, DNS, ntp, and submit the change.

To change only the time zone, enter this command:

  • sudo /INSTALL/tsp/scripts/changeTimeZone.sh

You may find that server time does not synchronise properly if it is quite different to the NTP time source. Try these commands to fix it.

sudo su -
service ntpd stop
ntpdate x.x.x.x (use the ntp server address here and check the output for success or error)
service ntpd start

Applies to TSP 2.1.4 onward (generally 2016)
Older versions including TSP 2.1.3 has these scripts in the folder /INSTALL/tsp/

We recommend you gracefully power down the Atea VM appliance to avoid corruption of the database and information on the disk.  Here are two methods:

Use vSphere (or vCenter) to shut down the guest

Use the command:- shutdown guest Ctrl-D

Connect to the Atea TSP server as user thirdparty

Enter the commands

  • sudo su -
  • shutdown -h now
Disk corruption - server unable to start

If the Atea appliance has been powered off accidentally without a graceful shutdown, the disk may get corrupted.  Should this happen, restore the appliance using a backup or snapshot. If you don't have a suitable backup, then we can try the Linux file system consistency check (fsck). You'll need the root password to start the server.  Please contact support at ateasystems.com to get the root password and help you with recovery from disk corruption.

 

Applies to Atea TSP appliance - all versions

Note: Consider performing this outside business hours as there is an impact on the wallboards - they may display a white screen if they refresh during the Save process.

  1. Navigate to the UAW landing page http://x.x.x.x:8088/UccxStats (replace x.x.x.x with the wallboard server IP-address or hostname).  This URL is case sensitive.
  2. Click on System Administration 

    Wallboard System Administration

  3. Login as ursadmin
  4. In the System Properties, copy the text from your license file and paste this into the Licence box, replacing all of the existing content
  5. Click the Save System Properties button

 WallboardLicense

Applies to UAW 2.2.x

 

Note: The Wallboard application will be unavailable during the upgrade!

  1. Download the latest UAW application: v2.2.09sr3 (9 March 2017) saving it as a file named UccxStats.war (Google will send us your email address so we can give you access, and your software support must be up-to-date)
  2. Using a web browser, go to the tomcat admin - http://uawserver:8088/manager/html The account to access this on recent builds is ursadmin 
  3. Click on Undeploy of UccxStats
  4. Click on Choose file under WAR file to deploy. Browse to the downloaded file and click on Deploy
  5. Using putty or another ssh client, ssh to the uaw server with the thirdparty account and enter these commands:

    • sudo su -
    • cd /opt/tomcat_latest/webapps/UccxStats/WEB-INF/classes/scripts/upgrade/
    • sh updateApp.sh ATEA_UAW

 

Changelog

2.2.09sr3 9-Mar-2017 Changed to logback logging, Fixed issue with agent alias being null
2.2.09sr1 6-Feb-2017 Added query timeout to uccx [prepared] statements
2.2.09 3-Feb-2017  Replace agent abandoned calls query with stored procedure
Fixed issue with [beta] LiveData agent state query which stopped on connection errors (i.e. failover)
Fixed Agent State from [beta] LiveData as the values are different and needed mapping
2.2.08beta4 23-Dec-2016  Added gadget.js for Finesse Adding application specific calls handled
2.2.08beta3 21-Dec-2016  Changed copyright year to script that outputs current year
Extracted javascript blocks to js/dashboard_main.js and js/dashboard_end.js
2.2.08beta2 27-Oct-2016  Fixed memory leak for cron4j & tomcat jdbc-pool
Outstanding Known issue: memory leak for log4j FileWatcher (only affects tomcat if UccxStats is reloaded)
2.2.08beta1 26-Oct-2016 Added option to use LiveData REST interface to collect Agent State instead of HR DB Query (BETA!)
2.2.08 10-Oct-2016 Added HR max wait in T99 dashboard wait chart
Added Notify.wav to sounds
2.2.07sr5 20-Sep-2016 Fixed issue where board does not load when there is an empty javascript field
2.2.07sr4 19-Sep-2016 Changed query for agent missed calls to use Agent RNA ReasonCode 32763
changed T09 header to Missed
2.2.07sr3 13-Sep-2016 Added error handling for agent calls missed query due to error from Cisco Bug (CSCvb27878)
2.2.07sr2 09-Sep-2016 Added agentMissedCalls to T09
2.2.07sr1 08-Sep-2016 Added MomentJS lib to templates to enable a formatted date to be set on a wallboard via javascript
Added css classes on T05 & T09 to allow setting widths on queue columns (queueHead & queueData)
Added ntpstat output to system admin page
2.2.07 02-Sep-2016 Added option to use the standby uccx server for HR queries
2.2.06 29-Aug-2016 Added T16 template
2.2.05 09-Aug-2016 Fixed wallboard preview links
2.2.04 14-Jun-2016 Fixed issue with caching fields over multiple wallboards
2.2.03 07-Jun-2016 Fixed Apex front end with added links to open wallboard, fixed issue with font-format values caching between wallboards
2.2.02 17-Mar-2016 fixed no data found issues in popup module, added instruction dialogue for create wallboard
2.2.01hf1 25-Jan-2016 fixed CSS, added @media in the grid_base{x}.css to detect aspect ratio and apply a different column width
2.2.01 14-Jan-2016 fixed admin application where the link to manage queues failed
2.2.00 12-Jan-2016 Changed Theme of Admin pages
2.1.34 22-Dec-2015 changed landing page and system administration page layout
2.1.33hf5 19-Nov-2015 added expectedWaitTime to REST JSON
2.1.33hf4 3-Nov-2015 added Uccx state tracking to detect and log a state change
added Uccx state to System Admin page (and list last 10 events since wallboard uptime)
2.1.33hf3 21 Oct 2015 fixed percentAnswered to show 0% instead of NaN% when callsHandled is 0
2.1.33hf2 17 Sep 2015 changed SCM agent state poller to use agent_line_state view to allow CTI Line State
2.1.33hf1 31 Aug 2015 fixed memory database issue for daily stats that could stop poller
2.1.33 21 Aug 2015 added Beta-release supervisor Dashboard (requires HTML5 + canvas support see: support)
2.1.32hf8 17 Aug 2015 added Expiry filter so browser will use cached static files (.css/.js)
fixed GOS query (had to exclude multi leg calls)
fixed cursor leak for scm daily queue stats connection
2.1.32hf7 30 Jul 2015 fixed SCM numeric supervisor id
2.1.32hf6 27 Jul 2015 changed Summary Line Averages on T07 & T13 to have a weighted average (Total Calls MUST be a selected DataSource)
2.1.32hf5 23 Jul 2015 fixed T05 & T09 agent threshold row colour
2.1.32hf4 17 Jul 2015 added page buffer to all templates to improve rendering performance
changed Summary line Average column to exclude queues with 0 Total Calls (Total Calls MUST be a selected DataSource)
2.1.32hf3 1 Jul 2015 fixed agent calls handled query where current time was used instead of UTC
2.1.32hf2 23 Jun 2015 fixed scm agent stats logic where nullpointer was thrown if loginuserid was null
2.1.32hf1 22 Jun 2015 fixed bug (introduced in 2.1.31hf8) where agent query stopped when one or more agents had no skills
2.1.32 19 Jun 2015 added Expected Wait Time for UCCX stats
2.1.31hf10 4 Jun 2015 fixed Agent Sort (default by Extension for all templates) added Daily Stats datasources for SCM wallboards
2.1.31hf9 24 May 2015 improved performance for environments with larger amounts of agents and/or wallboards
2.1.31hf8 19 May 2015 added logic in agentstatedetail process to deal with changed agents so they don't disappear
2.1.31hf7 15 May 2015 added addUawSuperUser.sh and resetLdapUserPassword.sh to WEB-INF/lib/ to allow creation of a UAW Superuser from the console
2.1.31hf6 14 May 2015 sort scm agents on extn added button in system admin to download latest logfiles added buttons in system admin to enable DEBUG loglevel for 5,15,30,60 minutes added log directory size as tooltip in system admin disk free fields
2.1.31hf3 22 Apr 2015 added system property to disable auto rotate added version check fixed ajaxrest to deal with empty pilotId (for scm jabber tab)
2.1.31 13 Apr 2015 Added REST interface for SCM Admin to auto generate/update wallboards Added Agent Not Ready state duration for SCM Added REST interface for agent states
2.1.30 26 Mar 2015 Fixed add equals threshold for queue columns Summary lines now calculate agent stats (loggedin, available, talking) instead of total for the column
2.1.29hf2 23 Mar 2015 Fixed wallboard message inject Hide agent calls handled & state duration for SCM wallboards
2.1.29hf1 06 Mar 2015 Fixed agent thresholds where multiple entries were added with the same state
2.1.29 02 Mar 2015 Added wallboard message output to all templates Added links in System Admin to download upgrade logs
2.1.28hf1 23 Feb 2015 Nightly clean-up to include duplicate queues
2.1.28 18 Feb 2015 Added template T15 and example screenshots
2.1.27hf2 17 Feb 2015 Service wallboard performance improvements
2.1.27hf1 10 Feb 2015 Service wallboard performance improvements
2.1.27 13 Jan 2015 Customer template
Fixed license message that did not disappear after a new license was loaded
2.1.26hf1 16 Dec 2014 Added 10sec & 20sec delay on start-up if no wallboard config is returned (if i.e. Oracle DB is not started yet)
2.1.26 16 Dec 2014 Added template 14 (clone of T09 but include logged off agents)
2.1.25 11 Dec 2014 Fixed Gos NaN% when no calls handled but calls abandoned were found
2.1.24 14 Nov 2014 Added Average Speed Answer
2.1.23 23 Oct 2014 Added Max & Avg Hold Time
2.1.22 16 Oct 2014 Fixed atea_gridA.jsp where exceptions were thrown after customer enhancement
Added longestTalkDuration
2.1.21 25 Sep 2014 Added teamname option in the wallboard admin page
2.1.20 15 Sep 2014 Added "Incorrect password" on system admin page
2.1.19 12 Aug 2014 Added Supervisor access
Added Atea SCM counters from Cisco Lines perfmon
2.1.18hf1 04 Aug 2014 Changed floating point value rounding to match Threshold condition type (smaller vs greater)
2.1.18 03 July 2014 Fixed clone issue (font formats were not cloned)
2.1.17 04 June 2014 Allow Agent Thresholds with the same State (but different Reason Code)
2.1.16hf2 16 May 2014 Fixed footer row for gridQ_table
2.1.16hf1 15 May 2014 changed agent state query to include only past 7 days for performance
2.1.16 5 May 2014 Fixed Summary Row
2.1.15 17 Apr 2014 Fixed issue where wallboard did not render when agent threshold had no values
Added customer specific template
2.1.14 4 Apr 2014 Added Abandoned Call Rate as datasource
2.1.13 20 Mar 2014 Added Name column to service table to allow duplicate titles
2.1.12 19 Mar 2014 Added customer specific template
2.1.11hf1 26 Feb 2014 Fixed issues where polling threads stopped after uccx failovers where informix throws errors
2.1.11 20 Feb 2014 Customer specific template enhancements added rrdtool installer
2.1.10 11 Feb 2014 Added abandoned not met service level and abandoned met service level in gos bean available as datasource
Added abandonment rate not met service level
2.1.09 4 Feb 2014 Added Day of Week for Time of Day Thresholds and Scheduled Messages
Added Agent Sort by callsHandled & totalCalls
Added license expiry warnings and email
Fixed GOS to have previous day value if no calls were made yet
2.1.08 31 Jan 2014 Added ReasonCode on Agent Threshold Added Gos2 ((met_handled/(met_handled+notMet_handled))*100)
Added 2 templates (Atea Table Queue with Summary & Atea Table Queue 2 with Summary)
Fixed Clone on Front End
2.1.07 30 Jan 2014 Added scheduled Messages Added message on thresholds
2.1.06 25 Jan 2014 Updated apex app in installer
2.1.05 24 Jan 2014 Added Time of Day Thresholds (column, agent and service cell)
Changed atea_gridQA.jsp to not allocate 24 agent divs

Here are some items to check when troubleshooting issues on the wallboard.

Unexpected or missing information

Check and reset the wallboard query threads - Go to the wallboard landing page [http://uawserver/Uccx/Wallboard], and select System Administration.  The latest Query durations should be recent if they are running.  Try resetting the threads if they look stuck.

The "Queue" query polls the real-time stats table in the UCCX and usually is very fast.

The "Agent" query polls the current state of all logged in agents using the UCCX historical reporting tables.  This may become slow if the table is large, in which case the table should be purged.

The "Other" query polls the calls statistics for GOS and calls handled using the UCCX historical reporting.  It may become slow if the table is too large.

Check the server clock time matches the UCCX server CUCM

Mismatches of the clocks will provide unusual results on the wallboard. If there is a mismatch, check that the TSP server is set to the correct time zone and is synchronising to the NTP time source. For instuctions, see the How-To article Install a Virtual Appliance from Atea.

Check for a new version of the software

The software version is displayed both on the wallboard and the System Administration page.  The System Administration page shows an upgrade link if there is a newer version.

Alternatively, go to the How To article on upgrading the Atea wallboard application to see the latest version.  Check the change log to see if there is an update that applicable to the issue you are seeing. Consider upgrading to the latest version.

If you need further assistance, email the Atea Support team.

Error message: This server is not running on its licensed configuration!

There is a mismatch between the license and the server.  Usually this is because the MAC address of the VM has changed.  Either revert the MAC address back to the original value or ask the Support team for a new license.

Applies to UAW 2.x.x

The log files will often help if you are opening a support case.

Logon to the UCCX Wallboard System Administration

  1. In the Log File section, choose a time interval to collect logs and click the button. This sets the logging level to debug.
  2. Wait until the time interval has elapsed
  3. Click the download button. This downloads the file AteaTSP.zip containing the files AteaTSP.log and catalina.out

Tip: It's a good idea to download the logfiles as soon as the duration has completed to reduce the chance of the logfiles being rotated.

Applies to UAW 2.1

Many modern TV sets have a built in web-browser and LAN connection.  Some of these can be used directly as a display unit for the wallboard.  If the built in web-browser is incompatible, use a separate device such as a computer to drive the TV display.

We recommend that the TV browser is consistent with Web 2.0 standards, including support for html5, css3, javascript and ajax. Ideally, the browser should support the html refresh meta tag / attribute. Alternatively, it should support a javascript timed reload (however, this must be configured in the wallboard administration settings).

The UAW has been tested with these television sets:

Samsung UA60H6300
Sony Bravia KDL-70W850B

Additional tips

Check that the idle TV standby settings are set OFF

Some TVs, such as the Sony Bravia Smart TV KDL-55W800A, do not recognise the standard wallboard refresh and may occasionally close the browser session and start the screen saver. This is apparently the "Daydream" inactivity feature which cannot be disabled at this time within the user settings. It may be possible to override this using the "Hotel mode" settings.  Ask your TV supplier for assistance.

Here's one work-around you can try:

1. On the Wallboard Admin page, set the wallboard Page Refresh timer to say 10 seconds

Wallboard Refresh Timer

2. Click the Text Format Settings button and go to the Custom Javascript box [Wallboard Admin >  Text Format Settings > Custom Javascript].  Insert your version of the script below to force a reload every 5 seconds

Wallboard Custom Javascript

<script>
setTimeout(function(){
window.location.href = "http://wallboard.[yourdomain]:8088/UccxStats/wallboard?wb=[idnumber]";
}, 5000);
</script>

Where [yourdomain] is your fully qualified domain name for the wallboard server, and [idnumber] is ID number for the specific wallboard.  You'll need to use the corresponding number for each wallboard.

This script forces the browser to reload every 5 seconds (5000 milliseconds) and overrides the 10 second setting for the html meta tag refresh.

Applies to UAW 2.2.xx

The default templates supplied with the wallboard are usually designed for a 1920 x 1080 display.  Here are some tips on resizing.

  • To alter the size of a window, try also adjusting the zoom settings on the browser to adjust the scaling on text and cells
  • On windows computers, F11 makes many browsers go into full screen mode
  • On windows computers, you can use WindowsKey + arrows to adjust the window to either half or quarter screen sizes (depending on your version of windows)
  • Usually, preserving the aspect ratio is a good idea
  • The How-To article on CSS Custom Style Sheet formatting explains how to insert code to change sizes and hide some items on a wallboard

Applies to UAW 2.1 and SCM 2.1

The UAW can be set up to automatically switch displays between several wallboards based on a timer. To do this, turn on the authentication for each one and then include all of these in a View Access profile for each authenticated user or computer.

You can also set up a wallboard so that only a defined user or computer has access to it. The restriction is based on the windows user name, computer host name or computer IP address.  The setup is the same as the alternating display, but you only assign one wallboard instead of several.

You may create as many View Access instances as you need to cater multiple users/devices that need to view restricted or alternating wallboard displays.

Wallboards that are protected show on the landing page with a padlock.

Wallboard Protection

Wallboards are protected by setting the authentication in the Wallboard administration.  Choose from Windows Users, PC Hostname (including IP address) or both.

Wallboard Authentication

From the Wallboard Administration area:

  1. Edit the first wallboard to be displayed
  2. Set the Page Refresh time (in seconds)
  3. In the General Settings, set the authentication (Choose from Windows User or PC Hostname or both. The PC hostname can be the IP address of the display computer.)
  4. Adjust any other settings for the wallboard, and Save.
  5. Edit another wallboard in the same way, including setting the timer and authentication, and Save
  6. From the main Wallboard Administration menu go to View Access (Users tab in UAW 2.1)
  7. Add an entry for each user/computer-host that is to display the wallboards.
  8. Choose the wallboard for each one (-edit wallboard access- in UAW 2.1) 
  9. Add the wallboards to display by clicking on the name of each wallboard
  10. Save or apply the settings

Now, when the user or computer displays the wallboard, it will automatically swap to the other wallboard after the refresh interval. Users or computers that are not authenticated cannot view the wallboard.

Applies to UAW 2.2.xx