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IWP is not working after update to CIC2021

  • 1.  IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-12-2021 10:54
    Hi All,

    after we updated the CIC System to the latest Version  2021R1P2
    Since then IWP is not working anymore,

    We use that for Agents, give them the Option to access and listen to their own recorderd files and check their scorecards
    These recorderd  files are visible but when Agents try to assign or access them they get the followong error message:

    error loading requested recording

    There was an error exproting the recording

    Switchover and reebot already done and did not solve the issue
    any ideas ?
    Best regards
    Horst
    #QualityManagement

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    Horst Eppich
    Boehringer Ingelheim GmbH
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  • 2.  RE: IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-13-2021 10:25
    I came across this SCR, not sure if this is your issue or not...

    IC-159385
    IWP is failing to query the recordings for the interactions placed directly on user extension. This is happening because we are including the WG's in the recordings search query by default.

    IWP is failing to query the recordings for the interactions placed directly on user extension. This is happening because we are including the workgroups in the recordings search query by default. To fix this we have added an UI option whether to select workgroups in recordings search or not. If we uncheck that option, we can get the results for the calls placed on user queue directly.


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    Eliezer Stekel
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  • 3.  RE: IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-14-2021 02:33
    Thanks for replay
    we tested yesterday but still the same issue

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    Horst Eppich
    Boehringer Ingelheim GmbH
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  • 4.  RE: IWP is not working after update to CIC2021

    GENESYS
    Posted 04-14-2021 01:51
    Another potential issue...  Do you have "Forwrard Proxy Uri" server parameter populated?

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    Drew Drew Bisson
    Chief Architect
    Genesys - Employees
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  • 5.  RE: IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-14-2021 02:32
    thanks for reply
    but what is "Forwrard Proxy Uri" and if so
    we did not touch any config settings the update went through smooth and easy
    when we tested later we found out that Agents are not able to a access their own recorded calls..


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    Horst Eppich
    Boehringer Ingelheim GmbH
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  • 6.  RE: IWP is not working after update to CIC2021

    GENESYS
    Posted 04-14-2021 10:28
    Thank you Horst! Is there a ticket that was raised already?  If not, I would strongly recommend one to be raised so that the standard procedure gathers as much information before we could analyze if this was just a configuration issue or something got broken in the release

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    Sai Prem M
    Genesys - Employees
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  • 7.  RE: IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-14-2021 10:39
    Sure
    The Case was opened last Friday April 9 but since then nothing happened even if I called in a few times via my IVR code or asked for  updates via support portal
    Case 0002902912
    so we are lost at the moment

    ...I thought I take the community as additinal option.....
    best regards
    Horst


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    Horst Eppich
    Boehringer Ingelheim GmbH
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  • 8.  RE: IWP is not working after update to CIC2021

    GENESYS
    Posted 04-14-2021 10:47
    I see that IWP logs were requested to be shared via FTP in the ticket notes. I will keep a track on the ticket.

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    Sai Prem M
    Genesys - Employees
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  • 9.  RE: IWP is not working after update to CIC2021

    GCAP Member
    Posted 04-16-2021 02:05
    Hi
    Any news on this ?
    The case is now  open for1 week ...

    I think the Agents accounts does not have access right sto search recordings.  We did try to add a user in the portal but still no result found in the search of CIC server for the user.  We think the issue is that the IWP is not accessing the CIC server to pull recordings or users. even if we use the "maste racoount"
    But we do not know what needs to change and how the update to 2021 did affect that ?
    regards
    Horst



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    Horst Eppich
    Boehringer Ingelheim GmbH
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  • 10.  RE: IWP is not working after update to CIC2021

    GENESYS
    Posted 25 days ago
    I see that this has been resolved couple of days ago. From the notes it appeared that RCS Config XML file did not contain the correct CIC hostname which was causing the connection issue

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    Sai Prem M
    Genesys - Employees
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