How to check UCC is running
As part of normal configuration and troubleshooting procedures, you may need to check whether or not your A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. is up and running. This article describes the ways in which you can do so.
- Check if the Service is running in Services.
Note
Anywhere365 Service = "Unified Contact Center".
- If not, start the service.
- If it cannot start, check if there is an error or check the UCC logs.
C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs
- Check if the UCC has a Heartbeat in SCOM or Performance Monitoring
Tip
In Performance Monitoring use "Anywhere365 UCC \ Heartbeat" for all instances.
- If Heartbeat = 0, then check UCC logs why the UCC didn't start.
- If no Heartbeat (No Instance), UCC didn't start after restart. Check UCC logs why the UCC didn't start.
- Check if there are Active Presence Subscriptions (Agents).
- If Active Presence Subscriptions = 0, then check if the Agent are configured correctly and check the UCC logs for errors.
- (Only when using Outbound / Direct) Check if the The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. is running in Services.
Note
Interceptor Service = "Anywhere365 Sip Interceptor Service"
- If not, start the service.
- if it cannot start, check if there is an error or check the Interceptor Logs
Note
Interceptor logs are located: drive:\Program Files\SipInterceptor\logs
- (Only when using Outbound / Direct) Check if the Interceptor has a Heartbeat
ITip
n Performance Monitoring use "Anywhere365 Interceptor\ Heartbeat".
- If Heartbeat = 0, then check Interceptor logs why the Interceptor didn't start.
- If no Heartbeat (No Instance), the Interceptor didn't start after restart. Check the Interceptor logs why the Interceptor didn't start.
- Check if the Interceptor is connected to the UCC (Only when using Outbound / Direct).
Tip
In Performance Monitoring use "Anywhere365 Interceptor\ Total UCCs".
If Total UCC's = 0, then check if the Interceptor config is configured and the correct firewall ports between the Application Server(s) and Front End Server(s) are open.