Avaya Business Communications Manager Bcm Users Manual Bulletin #/ Goes Here

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Technical Tip

Date: 21 July 2011

Business Communications Manager (BCM) –

Reporting for Call Centre (RCC): Cannot decrypt

the symmetric key

Revision History

Date

Revision #

Summary of Changes

21 July 2011

Original bulletin

This is the original publication

Problem Description

This document is provides instructions on what actions should be taken if the Microsoft Reporting Services

symmetric key is corrupted while using the Reporting for call Centre application (RCC)

SUMMARY

Issue Details

Reporting for Contact Center requires Microsoft Reporting Services to create an encryption key. This is created

during the installation of RCC. In the event that the Microsoft Reporting Services encryption key is compromised a

user may see one of a range of error messages containing the text ‘cannot decrypt the symmetric key’:

Affected RCC Versions

RCC 2.45 Stream up to and including RCC 2.45.108

RCC 2.5 Stream up to and including RCC 2.5.462

RCC 2.6 Stream up to and including RCC 2.6.414

Note 1:This issue should not be seen on installations using RCC 2.6.415 or later. That build of RCC contains

modifications to overcome this problem. These modifications will be added to a future build of the RCC 2.45 Stream.

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Preventative Action

To prevent this problem from arising, perform steps 1 to 16 outlined in the Solution section.

Remedial Action

If the error has already occurred, perform all the steps outlined in the Solution section.

SOLUTION

Note 2: Using Registry Editor incorrectly can cause serious, system-wide problems that may require you to re-

install Windows to correct them. Avaya cannot guarantee that any problems resulting from the use of Registry

Editor can be solved. Use the information in all steps of this Bulletin at your own risk.

Log on to the Web Host PC as a Local Administrator in Windows.

1. Click on Start > Settings > Control Panel > Administrative Tools > Computer Management. The Computer

Management window is displayed.

2. Expand the nodes System Tools > Local Users and Groups. Right-click Users and select New User. A New

User dialog box is displayed.

3. For the User name, enter the name RCCUSR_RS.

4. For the Password enter a strong password. Re-enter the password for Confirm password.

5. Clear the User must change password at next logon checkbox. Select the checkboxes User cannot change

password and Password never expires. See Figure 1: New User dialog box.

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Figure 1: New User dialog box

6. Click Create.

7. Associate this user with the following groups:

SQLServer2005MSSQLUser$[ComputerName]$RCCSQLEXPR

SQLServer2005ReportServerUser$[ComputerName]$RCCSQLEXPR

8. Remove the RCCUSR_RS user from the “User” group.

9. Click on Start > Settings > Control Panel > Administrative Tools > Services. The Services window is

displayed.

10. Locate the SQL Server Reporting Services (RCCSQLEXPR) service. Right-click the service and click Stop.

11. Right-click the service again and select Properties. The SQL Server Reporting Services (RCCSQLEXPR)

Properties (Local Computer) window is displayed.

12. From the Log On tab select This account.

13. Enter the username .\RCCUSR_RS, or click Browse to locate the user created.

14. For the Password and Confirm password fields, enter the password created in step 5.

See Figure 2: SQL Server Reporting Services Properties window Log On tab.

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Figure 2: SQL Server Reporting Services Properties window Log On tab

15. Click Apply and click OK to close the window.

16. Restart Reporting Services. A dialog box should appear confirming that the user has been granted the

appropriate login service rights.

17. Click Start > All Programs > Microsoft SQL Server 2005 > Configuration Tools > Reporting Services

Configuration.

18. In the dialog box click Connect.

19. Click the Encryption keys link on the left.

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Figure 3: SQL Configure Report Server Dialog – Delete Button highlighted

20. Click the Delete button, as shown above, then click OK on the next dialog box.

21. Click the Restore button and navigate to C:\Program Files\Nortel\Reporting For Contact

Center\SQLInstall\RSDBKey.snk and use the password YR46L43!

22. Open Regedit and navigate to HKEY_Local_Machine\SOFTWARE\Nortel Networks\Reporting for Call

Center\Settings and change the following RCC Registry entries:

CCRDBInstalled : change data to 0

CCRDBInstallProgress : change data to 6

CCRDBUpgrade : change data to 0

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Figure 4: Regedit open at HKEY_Local_Machine\SOFTWARE\Nortel Networks\Reporting for Call Center\Settings

Figure 5: Setting the value of CCRDBInstalled to Zero (0).

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23. Navigate to C:\Program Files\Nortel\Reporting for Contact Center\Utils and run the DBI (RCC Database

Installer Utility.exe). This redeploys the reports and re-creates the DS_Nortel data source.

24. Open localhost\rcc in Internet Explorer and check that reports are now able to be generated.

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