About DCA-CCS Integration Troubleshooting

Symptom

Possible Cause

Possible Solution

CCS is configured for SSL but pages accessed via the DCA Collaboration Toolbar are not secure.

DCA Collaboration Toolbar not configured for SSL.

Configure the Collaboration Toolbar for SSL as described in the DCA 2.01 Administration and Configuration Guide.

The Collaboration Toolbar does not display the default CCS Call Me page file at the start of a session.

Collaboration Server is accessed by a different name in and out of the network.

For test environments only, your Collaboration Server must be accessible by the same name both inside and outside of your network. For example, if your Collaboration Server is accessed from the Internet as http://myCCS.mydomain.com, then within your local network the DCA must be able to access it using that same name.

DCA connection to CCS is down

Physical connection between the servers is down

-OR-

messageadapter.properties and <connectionname>.properties files not copied to correct location on DCA

-OR-

Connection not enabled on DCA

-OR-

Connection configuration uses invalid ports or ports not enabled on firewall.

Verify that physical connection between servers is active

-OR-

Verify connection settings as specified in How to Create the DCA-Collaboration Server Connection.

CCS localization is lost after DCA integration.

During integration, the DCA  modifies or overwrites a number of files on  CCS in English.

Merge and relocalize affected files as described in How to Relocalize CCS After Integration.

Cannot log in an agent and caller on the same PC using a single browser.

In a test environment, users may want to mimic a DCA session on a single PC by logging in an agent and caller in separate browser windows. Because the DCA participant cookie identifies a participant as either an agent or caller, and because it is assigned on a one-per-browser basis, you cannot use the same browser to log in an agent and caller concurrently from a single PC.

Open the agent and caller in different separate browsers (e.g., IE for the agent, Netscape for the caller).