CWA Error codes

Error Code 500 : Internal Server Error when trying to access CWA

Before opening a ticket with OpsTel, first determine if basic network/connectivity is the problem. Several simple ping tests can help isolate potential failure points unrelated to OpsTel, and which can then be resolved by other support resources.  If you cannot ping downstream technologies such as the SQL Server box, or Genesys server, etc. then we know it's an external issue unrelated to OpsTel.

Series of ping tests should be directed to the servers below, in the order shown:

1. NDC servers themselves where OpsTel applications reside depending on what is failing.
   • NDC WEB02 - CWA
     
   • NDC APP01 -  Automated processing of Rapid Skill Schedules and/or Reverts in general, automated triggers to initiate jobs (E.g. nightly Nice job & Reverse Sync job, which actually runs on SQL Server & NDC WEB02)
     
   • NDC WEB01 - Transceiver, SGA
     
2. SQL Server server - Contains main DBs that OpsTel applications use.
   
3. Genesys
4. Aspect
5. Other downstream solutions, if applicable.
   

How to Ping

Ping tests are simple to perform, but if you are unacquainted with them, or cannot have someone perform them for you, the general idea is to open up a Windows command prompt (WinKey+R, then type cmd, hit enter), and then, in the black command console window, type ping followed by the name of the server or its IP address (E.g. ping TIPRNDCABCDEFG.nxyz.ab.org, ping TIPRNDCHIJKLMNO or, for IP address ping 172.12.345.678 - NOTE: fake addresses used). You should receive successful ping hits.  If it times out instead, there is likely a connectivity problem.

Following the above order, if one of the first checks fail, then that's the likely failure point (external to OpsTel) and it should be resolved.  Other ping checks can also occur just in case multiple problems are found, but it's perhaps likely the first failure point is causing the overall problem and there would hopefully be no need to resolve any other items further down the list.

If all of the above ping tests are successful, meaning servers are generally online and available -- and no other troubleshooting steps you pursue point to problems unrelated to OpsTel -- please log a ticket at support.opstel.com for further assistance with the OpsTel applications.