Failure to Display Customer Information on the Agent Client Web Page

Publication Date:  2015-06-30 Views:  162 Downloads:  0
Issue Description
Customer information used for the customer identification service is stored in the enterprise database. All configurations for the customer identification service are correct and customer information is available in the enterprise database. When the customer identification service is verified, no customer information is displayed.
Handling Process
1. Restart the Agent Gateway service and check whether the fault still persists. The restart procedure is as follows:
a. Log in to the Agent Server as the installation user elpis.
b. Restart the Agent Server (Agent Gateway and Agent Client).

NOTICE:
If the Amonit (a component used to monitor system processes) has been started, the Agent Server service automatically restarts after the ./shutdown.sh command is executed. At this time, do not run the ./startup.sh command. Otherwise, multiple Agent Server processes are started simultaneously, resulting in communication exceptions between the Agent Server and other components.
To check whether the Amonit has been started, run the ps -ef | grep amonit command. When information similar to "/usr/bin/amonit -c /etc/amonit.json -d" is displayed, the Amonit is restarted.
cd tomcat7/bin
./shutdown.sh
./startup.sh
2. Check whether Enable Agent Info Record is set to ON in the Agent Management system. If yes, set this parameter to OFF and restart the Agent Gateway.

When Enable Agent Info Record is set to ON, the Agent Gateway queries customer information from the UIDB.
To check the value of Enable Agent Info Record, perform the following operations:
a. Log in to the Agent Management system as the sysadmin user (default password: Huawei@123).
b. Choose Agent Interface Settings > Record and Fax File Server. On the page that is displayed, you can view the value of Enable Agent Info Record.
3. If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
The Agent Gateway fails to obtain customer information from the enterprise database.

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