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Maintaining and Troubleshooting Avaya Analytics™ for Avaya Oceana®

Table of Contents

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  • Legal
  • Introduction
    • Purpose
    • New in this release
      • Support for Inactivity Timeout setting
      • Enhancement in Maintaining Avaya Analytics™ on Avaya Common Services chapter
      • Support for new Cluster Control Manager commands
  • Maintaining Avaya Analytics™ using the Cluster Control Manager console
    • Avaya Analytics™ Maintenance
    • Setting group filters
    • Configuring Dimensions
    • Configuring Call Originator Redaction
    • Generating CSV files for Agent by Account and Routing Service reports
    • Configuring user management
    • Adding time zones
    • Avaya Analytics™ backups
      • Full backup on a remote server
        • Managing remote server connection settings
        • Configuring remote backup
        • Scheduling a full database backup on remote server
        • Managing scheduled remote backups
        • Restoring the database from remote backup
      • Incremental backup
        • Incremental backup overview
        • Configuring incremental backup
        • Scheduling an incremental database backup
        • View list of scheduled incremental backups
      • Restoring the database from remote backup
      • Restoring the database from incremental backup
    • Dropping and restoring database schemas
    • Viewing the list of data retention limits
    • Setting data retention limits
    • Configuring data roll-up
    • Configuring and deleting SNMP alarm destinations
    • Generating Management Information Base file for SNMP
    • Registering for certification expiration alarms
    • Configuring Geo database replication for alarming
    • Replacing the authorization certificates in the breeze-security secret
    • Manually replacing the authorization certificates in the breeze-security secret
    • Configuring Routing Service groups for Historical Reporting
      • Checking Routing Service Group feature status
      • Enabling or disabling Routing Service groups feature
      • Configuring System Routing Service group name
    • Historical Reporting user settings
    • Resetting Historical Reporting administrator password
    • Configuring DataWarehouse Password for Historical Reporting
    • Creating a local user for Historical Reporting
    • Adding a local user to a group
    • Removing a local user from a group
    • Resetting a Historical Reporting local user password
    • Deleting a Historical Reporting local user
    • Viewing list of Historical Reporting local users
    • Configuring Avaya Analytics™ email distribution services
    • Viewing Email Distribution Service configuration
    • Updating the governing rule for Historical Reporting
    • Viewing and configuring user idle timeouts
    • Configuring Avaya Analytics™ LDAP authentication
    • Configuring certificates for secure LDAP connection
    • Viewing LDAP settings
    • Configuring EASG availability for Historical Reporting
      • Enabling EASG availability for Historical Reporting
      • Disabling EASG availability for Historical Reporting
      • Checking EASG availability for Historical Reporting
    • Monitoring security certificates
    • Creating metadata backups
    • Viewing and removing metadata backups
    • Scheduling a full metadata backup
    • Package migration
      • Viewing a list of imported migration packages
      • Importing migration packages
      • Replacing migration package metadata
      • Rolling back an imported migration package
    • Checking disk space usage
    • Copying Historical Reporting logs to Cluster Control Manager
    • Deleting logs from Historical Reporting pods
    • Checking High Availability status
    • Configuring Okta as Identity Provider for Historical Reporting
    • Configuring Active Directory Federation Services as Identity Provider for Historical Reporting
    • Tracing of Agents for Historical Reporting
      • Viewing the verbose level set for Trace Processor
      • Configuring the verbose level for Trace Processor
      • Start an Agent Trace
      • Stop an Agent Trace
    • SAML implementation
      • Creating a new reporting user and map to SAML user for Historical Reporting
      • Mapping new SAML user in Historical Reporting
      • Configuring Web Single Sign-on for importing SAML users automatically into Historical Reporting
      • Enable debug level logging for troubleshooting SAML
    • Opening a node port on the Analytics database
    • Grafana reports for monitoring Crunchy database
      • Accessing Grafana reporting system
    • Enabling or disabling Zero or Empty Row Suppression parameter
  • Maintaining Avaya Analytics™ on Avaya Common Sevices
    • Gracefully powering off a cluster
    • Stopping all events entering in to Avaya Analytics™ from Avaya Oceana®
    • Powering on a cluster
    • Monitoring the system status
    • Updating the network configuration of Cluster Control Manager and cluster nodes
    • Adding CPU and memory to a node
    • Reducing CPU and memory in a node
    • Increasing SDS disk size for a node
    • Restoring or replacing a cluster node
    • Adding a node to a cluster
    • Managing cluster VPN
    • Resize PVC using a spreadsheet
      • Resizing PVC using a spreadsheet
    • Registering a product with Avaya
    • Using a remote desktop session to launch the noVNC service
      • Resetting the remote desktop session password
      • Ending the remote desktop session
      • Accessing help for the remote desktop session
    • HTTP(S) outbound proxy configuration
      • Configuring proxy settings when deploying Cluster Control Manager
      • Using the ccmNetSetup command to configure proxy settings
    • Enabling or disabling file integrity validation
    • Creating index patterns on Kibana
    • Viewing AIDE logs in the Kibana logging interface
    • Linux audit rule updates
    • Security warning banner configuration
    • Backup and restore operations
      • Backing up Common Services
      • Restoring Avaya Common Services in an online deployment environment
        • Assessing cluster state
      • Restoring Avaya Common Services in an offline air gap environment
      • Restoring Cluster Control Manager
      • Detaching from the restore SSH session
      • Reattaching to the restore SSH session
      • Deleting virtual machine remnants after restoring Avaya Common Services
    • Restoring or replacing a cluster node
  • Troubleshooting Avaya Analytics™ from the Cluster Control Manager console
    • Troubleshooting Avaya Analytics™ from the Cluster Control Manager console
      • Capturing logs
      • Troubleshooting database issues
      • Restarting Historical Reporting
      • Unable to configure Historical Reporting with LDAP
      • The mstr_srv pod fails to start
      • The mstr_srv pod fails to get to a running 1/1 state
      • A Historical Reporting pod fails to start
      • Data does not display in Agent by Routing Service report after a node restarts
      • Multiple pods in Terminating state after node state changes to Not Ready
      • Troubleshooting general issues
        • Restarting a specific pod
        • Unable to access Historical Reporting web page
        • Generating High Availability pod status report
        • Restarting standby pods and checking pod status
        • Restarting measure processors
        • Restarting all pods
        • Viewing Avaya Analytics™ certificate expiry date
        • Viewing the list of all pods
        • Checking for missing Kafka topics
        • Restarting Database Manager
        • VMware reports consumption of thin provisioned storage on Avaya Analytics™ for Oceana® database
        • Analytics 4.1.0.1 does not receive events from Oceana 3.7.0.1 when Async is enabled
        • Deletion of ORCA product causes deleting the PV data
      • Changing Programmatic Account Password
        • Resetting Tomcat password on historical reporting
        • Resetting EASG password on historical reporting
        • Resetting postgres Password on the database
        • Resetting mduserservice Password on the database
        • Resetting dbwriterservice Password on the database
      • Restarting Avaya Analytics™ after an Avaya Oceana® restart
      • Backup files gets recreated after deleting from Cluster Control Manager
      • Error message seen in backup logs for Incremental backups
      • Unable to correctly restore backups after changing Postgres database password
      • Avaya Analytics DR Monitoring tool for replication and failover
        • Avaya Analytics™ Disaster Recovery monitoring tool
        • Troubleshooting using DR monitoring tool
  • Troubleshooting third-party certificates issues
    • Specifying the identity certificates used for generating CSRs
    • Specifying trust stores for adding a third-party CA certificate
    • Ingress-gateway is not displayed in the list of identity certificates
    • List of trust stores in Common Service Platform
    • List of identity certificates in Common Service Platform
    • List of secrets
    • View the contents of a secret
    • Decode the content of a secret
    • View the contents of a PEM file
    • View the contents of a CSR file
    • Services fail to consume certificates renewed by Certificate Manager service
  • Troubleshooting Avaya Analytics™ on Avaya Common Services
    • Cluster is in an unusable state (clients cannot connect to the cluster)
    • Cluster Failed to Install Due to Invalid Cluster Configuration
    • Service failure during an installation or upgrade
    • Upgrade process stalls
    • Terminal Shell Timed Out
    • DRS anti-affinity rule error during cluster installation
      • Creating a cluster node anti-affinity rule
    • Third-party Certificates Are Not Being Used
    • License node error message displayed at login
    • Reported Alarms Not Seen on NMS
    • Recovering a deleted virtual machine
    • Pods and services do not recover after a suspended VM is resumed
    • Pod crash alarms
    • Pod remains in init state
    • Logging in and out of Kibana
    • Error when logging in to Kibana
    • Restarting Kafka pod after multiple K8s node restarts
    • Cluster Control Manager commands
      • Cluster Control Manager core commands
      • ccm archive command options
      • ccm backup and ccm backup schedule command options
      • ccm restore command options
      • ccm report command
      • ccm report log file operations
        • Obtaining .tar log files
        • Viewing application logs in an Elasticsearch server
          • es_upload.sh script example
        • Collecting file integrity logs
      • Certificate Manager commands
      • Internal cluster certificate commands
        • Rotating cluster certificates manually
      • Common Services commands
      • Eventing commands
      • Miscellaneous commands
      • ccm swhistory command
      • pvcCleanup command
      • ccm resizePVC command
        • Resizing a PVC
      • clusterVPN commands
      • Command help output examples
        • checkInfra command help output
        • Certificate management command help outputs
        • Alarming command help outputs
        • Cmonitor service command help outputs
        • Eventing-kafka service command help outputs
        • Logging command help outputs
  • Troubleshooting Avaya Analytics™ web issues
    • Unable to access the Avaya Analytics™ webpage
    • Unable to log in to the Avaya Analytics™ Historical Reporting
    • Recover / Reset default Historical Reporting Administrator account password
    • Unable to log in to Avaya Analytics™ using LDAP
    • Unable to run an Avaya Analytics™ historical report with selected interval range
    • Routing Services no longer appear on the Routing Service Group
    • Voice channel activity does not increase on the Routing Service Summary report
    • Deleted agent groups data appears in historical reports that supervisors generate
    • MSTR-SRV pods stuck in PodInitializing status
    • Copying analyticsdb-node secrets into mstr namespace
  • Troubleshooting Avaya Analytics™ migration issues
    • Migration from same source to other target error
  • Troubleshooting Messaging
    • Verifying the status of the Messaging channel
    • Contact not getting created in Avaya Oceana® or messages not flowing into Avaya Oceana®
    • Async messages not getting to the customer
  • Troubleshooting Avaya Analytics™ upgrade issues
    • Historical and real-time reporting fails after an upgrade
    • Upgrade roll back
      • Rolling back the Avaya Analytics™ software
      • Rolling back the custom reports
      • Rolling back to the previous version of the database
    • Avaya Common Services upgrade revert
      • Reverting a failed upgrade to the previous release
    • Unable to view the full list of routing services after pumpup
  • Troubleshooting Avaya Analytics™ installation and post install script
    • Troubleshooting Avaya Analytics™ installation errors
    • Avaya Workspaces real-time dashboard does not update after installation
    • The ccm release orca analytics command fails
    • Troubleshooting Analytics online and offline deployment issues
      • Use of unknown CA certificate
      • Unauthorized or failed logins
      • Avaya Analytics™ chart and images fail to download
      • Avaya Analytics™ chart and images fail to upload
    • In real-time reporting the Routing Service Group producer is not visible
    • Historical data not available in the database and on Agent Trace reports in MSTR
    • Error mapping user for SAML
    • Avaya Workspaces does not load real-time data
  • Troubleshooting common issues
    • Macros of deployment spreadsheet are disabled by administrator
    • Issues in localized spreadsheet
    • Error getting initialization data for producer: undefined
    • Restarting Avaya Analytics™ after applying Avaya Oceana® patches
    • Realtime reports and Historical reports are inaccessible after node outage
    • Deleting ORCA product results in PV and data deletion
    • Restrictions to vCenter user account password used for Avaya Analytics™
  • Resources
    • Documentation
      • Finding documents on the Avaya Support website
      • Avaya Documentation Center navigation
    • Training
    • Viewing Avaya Mentor videos
    • Support
    • Using the Avaya InSite Knowledge Base
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Maintaining and Troubleshooting Avaya Analytics™ for Avaya Oceana®
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Last Updated : Nov 15, 2022 |
Getting Connected
Avaya Analytics
Troubleshooting
4.3.1.1
Avaya Analytics™ Release 4.3 contains the following features and enhancements:
Related links
Enhancement in Maintaining Avaya Analytics on Avaya Common Services chapterSupport for new Cluster Control Manager commands
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