How to Verify the Status of the Contact Expert for Skype for Business Campaigns
CE Preventive Maintenance Routine
This article is one step in the Preventive maintenance routine customers are to follow on a tight schedule to make sure their Contact Expert system is fully operational.
Customers are expected to keep a close eye on the Contact Expert campaign statuses. Queues and Campaigns are the central entities of Contact Expert call services and each one – configured for normal operation – should be connected and logged in to their respective Skype for Business trusted application endpoints. The endpoint URIs should be accessible and their presence visible in the corporate Skype for Business clients.
Step-by-step guide
Please follow these steps to be able to see the Skype for Business trusted application endpoints of your Contact Expert campaigns and queues:
- Log in to a corporate Skype for Business client directly, without launching the CE Agent application.
- Create a group in the Skype for Business client (also known as contact list) – you will store the Skype for Business contact representations of your CE campaigns in this group.
- Enter the SIP URI of the first CE campaign endpoint into the Skype for Business client search field.
- Wait for the name lookup to complete – you might need to launch a chat conversation window for the contact to be resolved – you can now check whether you made a typo in the URI name as the contact will have no presence information for nonexistent URIs.
- Right click on the resolved contact item and add it to the contact list (group) you created in step 2.
- Repeat from step 3 until all your CE campaign endpoints are registered as Skype for Business contacts in your custom group.
- Check this group at least daily to verify whether all CE campaigns you expect to work with are having proper presence and state information.
- If any CE campaign is showing unexpected campaign state or presence information (e.g. is offline when it should not be) then it is likely the Contact Expert system was unable to log in to these trusted application endpoints – which means no voice/chat transaction is possible on those campaigns until this is fixed. Please try to put these campaigns into Design state and then back up to Running – if this does not fix the problem, then schedule a Contact Expert system wide restart and if the problems continue to appear, then please follow the actions outlined in the How to initiate a Contact Expert incident investigation article.
In case your Contact Expert is deployed in a Highly Available mode – having two CE Core servers in an Active-Standby fashion – then the individual Skype for Business contact representations of the campaign endpoints will also give you clues as to which CE Core server is actually active and in control of the endpoints.