Initiate A Factory Default Reset From Interaction Edge - Interactive Intelligence Interaction Edge Installation And Configuration Manual

54
These files are named Tdmx_yyyyyy.pcap where x represents the TDM span number and yyyyyy
represents the time that logging was started. For example, Tdm1_072412.pcap indicates the D-channel
trace on span 1 was started at 7:24:12 AM.

SIP protocol trace files
These log files contain packet capture (PCAP) information. They are named SipXXX_yyyyyy.pcap, where
the XXX represents the protocol configured for tracing (UDP, TCP, or TLS) and yyyyyy represents the time
the tracing started. For example, Sip1UDP_072412.pcap indicates the SIP tracing on UDP traffic started at
7:24:12 AM.
Customer Interaction Center server files:

TsServer.ininlog and SIPEngine.ininlog from the appropriate days.

Initiate a factory default reset from Interaction Edge

If, for some reason, the Interaction Edge web interface is not accessible, you can initiate a factory default
reset of the Interaction Edge appliance by using the LCD panel buttons
Caution!
The default factory settings do not include any software patches, fixes, image updates, default
configuration modifications, or updates that were applied prior to you receiving the Interaction Edge
appliance. Interactive Intelligence strongly recommends that you do not use this feature unless
directed to do so by an Interactive Intelligence Support representative.
1. Restart Interaction Edge through the IPMI.
2. While Interaction Edge is starting, hold down any of the four LCD panel buttons. This will take
approximately 60 seconds from a reset or power cycle to the point where the reset sequence begins.
3. The following message is displayed on the LCD panel:
Factory Reset? Release All Keys
4. Release the held button.
5. After you release the button, the following message is displayed:
Press & Hold any key for 5 seconds.
You have 60 seconds to hold any of the four LCD panel buttons down for 5 seconds. If you do not,
Interaction Edge starts normally.
6. Press and hold any LCD panel button for 5 seconds.
The following message is displayed:
Verify Reset!!! Release All Keys.
7. After you release the held LCD panel button, the following message is displayed:
Factory Reset in XXs Held Key will cancel.
Interaction Edge starts a 60 second countdown timer and displays the remaining time on the LCD panel,
replacing the XX in the message with the number of seconds remaining. At any time during this
countdown, you can hold down any LCD panel button to cancel the factory reset. If the countdown timer
reaches 0 (zero), the factory reset process begins.
Troubleshooting Interaction Edge