System Reset

CyTrack Services

CyDesk Server

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

CyDesk PABX Server

CyDesk PABX Server communicates to the windows telephony service to show active extensions. Only use when PABX connection type is TAPI.

CyDesk Announcement Server

CyDesk Announcement Sever is used when Dialogic cards are present, it allows CyCC to play queue announcements.

CyRecord Server

CyRecord Server communicates to the Retell Sense software, which controls the recording unit to allow the system to record call conversations.

CyDesk Email Service

CyDesk Email Service connects to the email server to perform email routing.

CyDesk HMP Gateway

CyDesk HMP is the gateway service between CyDesk sever and the HMP Launcher.

CyDesk HMP Launcher

CyDesk HMP Launcher is the HMP engine within CyDesk Server for CyCC.

CyDesk Caller Lookup Engine

CyDesk Caller Lookup Engine performs a lookup on incoming caller ID’s and routes to the set destination. 

CyDesk CSTA Service

CyDesk CSTA Service allows you to connect to phone systems using the CSTA protocol.

CyDesk Gateway

CyDesk gateway is used by the Call Flow Designer to communicate with the CyDesk Server for initial configuration. It is also the method future clients will use for communicating with CyDesk Server.

CySMS Server

CySMS Server is the engine for processing text message from CyDesk client out SMS Campaign.

CyDesk Web Gateway

CyDesk Web Gateway implements ‘Web Services’ for customer applications to communicate with CyDesk Server (NOT IN USE)

CyDesk Dashboard Gateway

CyDesk Dashboard Gateway is used to communicate to all Dashboard Clients and the SQL Server.

Windows Telephony Service

When a TSP driver is installed on the server this service will control the operating status.

 
Dialogic System Release

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)

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.

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:

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 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.

(Restart the CyTrack Server as a final step)

Note: If the announcements are not coming back online, please contact CyTrack Support for further assistance.