TeleTime IP troubleshooting

This section describes common challenges with the TeleTime IP server configuration and provides steps for investigating and resolving them.

Logging

All standard UDM logging applies to TeleTime IP:

  • The system log is udm-UDMSYS.log, plus there are tenant-specific logs.
  • New logging contexts have been added:
    • com.kronos.udm.ttip — general logging
    • com.kronos.udm.ttip. telltitis.communications — TeleTime IP server/UDM commuication logging (debug only)

TeleTime IP server (Telliris server) logs include:

  • /telliris/log directory — log files
  • /tmp directory — dump files

Common challenges and resolutions

The following issues have been encountered in certain TeleTime IP setups.

Issue

To diagnose

To fix

TeleTime IP server communication failure ("Error: Communication failure" in the server's State field on its TeleTime IP Configuration Details page)
  • Verify that the Communication Enabled field is set in UDM for the TeleTime IP server.
  • Verify that the UDMIO Configuration in the IO Settings of the TeleTime IP telephony server for Server Id and Server Password match those set in UDM for the TeleTime IP server. Also, verify that the value of Root Endpoint setting on the telephony server matches that of the tnt.ttip.root.endpoint property in UDM.
  • If the TeleTime IP telephony server has been deployed on premises, verify that the network does not have issues.
  • If the TeleTime IP telephony server has been deployed in the Cloud, determine if there is a known network issue in the Cloud.
  • Check the contents of the UDM and TeleTime IP telephony server logs.
  • Update the TeleTime IP Server configuration in UDM if needed.
  • Update the TeleTime IP telephony server UDMIO configuration settings if needed.
  • Resolve any network issues.

TeleTime IP server communication failure after replacing a TeleTime IP server (using the same UDMIO Server ID and Root Endpoint
  • When the TeleTime IP telephony server communicates with UDM, it sends the Server Id and a unique identifier (the server FQDM). UDM stores the unique identifier along with the Server Id in its database.
  • UDM does not allow two TeleTime IP telephony servers to communicate using the same Server Id and different unique IDs.
  • As a result, if you redeploy a TeleTime IP telephony server and use the same Server Id, communication with UDM will fail because UDM has retained a record of the same Server Id being used with the old TeleTime IP telephony server.
  • Create a new TeleTime IP server in the UDM TeleTime IP Server Configuration page.
  • Edit the TeleTime IP telephony server UDMIO Server Id to match the one defined in UDM.

TeleTime IP server transactions do not appear in the employee timecard.
  • Navigate to Troubleshooting > View Transactions from the TeleTime IP Server Details page for the server and examine the transactions that are listed.
  • Examine the records output by Transaction Assistant.
  • Check the contents of the UDM and TeleTime IP telephony server logs.
  • Resubmit the missing transactions from View Transactions if necessary.
  • Edit and resubmit the missing transactions from Transaction Assistant if necessary.
  • Check for a communication failure between UDM and the TeleTime IP server.
  • Check the value of the Upload Interval setting in the UDM section of UDMIO Configuration in the IO Settings of the TeleTime IP telephony server.

Adjust the Upload Interval setting on the TeleTime IP server.

No data access profiles are available for assignment

Ensure that TeleTime IP events are enabled in the UDM Configuration > Events page.
  • Enable all TeleTime IP events.
  • Manually run the Download Profiles for TeleTime IP User Profile event ( HostTTIPDAPDownloadJob).

Download action for the TeleTime IP server fails with the error message: "There is no data to download, preparing the download has failed".

Examine the TeleTime IP Configuration settings.
  • If downloading call menus, first configure call menus.
  • If downloading call menu restrictions, first configure call menu restrictions.
  • If downloading extension group, first configure extension groups.
  • If downloading employees, first designate employees as TeleTime IP employees in People Information and assign each a TeleTime User Profile.
  • If downloading validations, first configure Download Validation Options.