1. First Level Incident Handling FAQ (For EAL)

2. Check Network connectivity first
If there is a problem in the IPCC application first check whether the agents can access the url or not:
If it is accessible and can open the webpage check the status from the top right corner of the system and check the login detail as shown in the screenshot below.

4. If the webpage doesn’t display, ping the IP 10.204.167.102
Telnet the port 8445 : telnet

5. Trace the path to check the network breakdown Tracert 10.204.167.102

6. Check for Open eye IP 10.204.169.36, ping and trace it.

7. Problem 1: No authority to operate

8. Solution for problem 1
This problem happened when an account have no major privilege from IPCC such as common operator, monitor, system administrator. so by granting this privilege using CSP application ,the problem will be solved.

9. Problem2. RES_UnkownError

10. Solution for Problem2
RES_UnknownError is happened when the advisors IP address is not configured in the IPCC database. And it is also happened when the same openeye account is assigned to two or more accounts.
This can be solved by entering the IP address of the user IP segment in the DB or from the IPCC application using user table column.

11. Problem 3. The employee does not have any skill privilege
This happen if we forget to assign skill to advisors at account creation process in CTI server. And agents become idle and no call is assigned to them. The solution is to assign the necessary skill. Please refer the below screenshot.

13. Problem 4: Access violation (cspCcCtrl.ocx)

14. Solution for problem4
This error will happen if ActiveX and add-ons is not properly installed in the PC. So the latest ActiveX and add-ons package should be installed.

15. Problem 5: Access violation(cspccc.exe)

16. Solution for problem 5
This error will happen if ActiveX and add-ons is not properly installed in the PC. So the latest ActiveX and add-ons package should be installed.

17. Problem 6: API has no Initialization

18. Solution for API has no Initialization:
   Reason 1
In Desktop PC’s some times after the service agent close the CSP. Still the icdcomm process not killed, it will take some time to be killed automatically.
Normally this happens when the service agent try to close and open CSP very frequently.
Solution: kill the ICDComm process from the command line
 Reason 2
If the service agent Id is new and don’t have CTI work ID. Or the agent work ID is not configured in CTI by any means. This error message can happen.  
Solution: assign workid for the new agent.             
Reason 3
MCP service is not running in the server, Restart the MCP. 

19. Solution for API has no Initialization—cont’d
Reason 4
when the HuaweiICdcomm service is failed to start, the agent can not log in.
Check in windows services whether the service is started or not and started it.
Check from taskmanager and go to services and check for the status of HuaweiICdcomm service.
Solution: net start icdcomm

21. Solution for API has no Initialization ---cont’d

22. Problem 7: Unable to Logout
If the user cannot log out after pressing the exit button or closed the internet explorer , check the IE advanced setting and make enable automatic crash recovery.

23. Solution for Problem 7

24. IPCC long time loading stack & display problem 8: white page after stack.
After checking all the configurations and network, still the above problem could happen. This is resolved by version. The new version should be installed to all pcs properly. If the problem can not be resolved , you can collect the log from agent PC and send to us for further analysis.

25. How to collect log of IPCC client
Open the file IPCC_Maintain_tool_v1.3.6

26. How to collect log of IPCC client—cont’d

27. How to collect log of IPCC client—cont’d

28. How to collect log of IPCC client—cont’d

29. Thank You