System Reset

CyTrack Services

CyDesk Server

CyDesk Server is the main engine for the CyTrack Solution it allows all other services to connect.

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Dialogic System Release will allow you to STOP and START the current state of the HMP engine or the Dialogic card on board the server.

(Screenshot of CyDesk Services in CyDesk Manager)

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For more information about CyDesk Services please follow the below link.

http://support.cytrack.com/entries/23753668-CyDesk-Services

Error Messages

Connected to Server, but not to PABX.

If you receive the below error it means that CyDesk is not able to connect to the extension you have selected. Open CyDesk manager to see if all extensions are unavailable if not follow the below procedure.

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1. Open CyDesk Manager on the CyTrack Server Host
2. Stop the CyDesk PABX Service
3. Stop the Windows Telephony Service
4. Start CyDesk PABX Service (Windows Telephony Will automatically start (This may take up to 20 seconds.)

(Restart the CyTrack Server as a final step)

Note: If the extensions still show as offline, please contact CyTrack Support for further assistance. 

Server Disconnected

If users are presented with the error below “Server Disconnected” this means that the CyDesk client has lost connection to CyDesk Server. If so please perform the following:

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1. Check that the CyTrack Server is operational
2. Ensure that you can open CyDesk Manager and it connects.
3. If CyDesk manager is operational on the server please check connectivity between server and clients.
4. If not please check that the CyDesk Server Service is running.

(Restart the CyTrack Server as a final step)

Note: If server is not coming back online, please contact CyTrack Support for further assistance. 

CyDesk Server is running but still not connecting

If the CyDesk Server Service is started but CyDesk is still not connecting follow the below steps:

1. Restart the service and try to connect to CyDesk Manager again
2. Check that CyDesk is licensed, please follow the below link for more details:
   
   

http://support.cytrack.com/entries/23692256-Re-License-CyTrack-Products

(Restart the CyTrack Server as a final step)

Note: If server is not coming back online, please contact CyTrack Support for further assistance.

Calls are not being answered by the auto-attendant

If customers are calling in on the main line mainline and not being answered by the Main Auto Attendant please follow the below steps:

1. Ensure that the Dialogic System, HMP Launcher & HMP Gateway Service is started if not stop all services.
2. Start the services in the following order, please wait for the Service to start before starting the next.
3. Dialogic System Service.
4. HMP Launcher Service.
5. HMP Gateway Service.
6. Once all services are running wait 30sec and perform a test call on the main number.

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(Restart the CyTrack Server as a final step)

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