BCM 3.6 Call Center Reporting Historical Data

[markelbcm]

I have a BCM 3.6 w/Call Center professional enabled.

I have rebuilt the RCC server almost 5 times over the past
3 years and consistently continue to experience reports
that contain data will not mesh with other reports that
present the same data!!

Examples:

On an Agent Average report, lets say an agent spen 1h 30min
on call center calls.

On a separate report, say Agents Activity by Skillset report,
the values as way way way off.

Or, a report shows an agent with activity yet they were not even logged in to the system (off sick) - yes, weird!

My question:

How can I blow away all historical data on the BCM so that when I rebuild RCC, only FRESH data is pulled to the RCC's local mySQL database (cached copy). ?!?!

I have accesses the BCM via SSH and found:

D:\Data Files\Nortel Networks\Call Detail Recording>

and in here are files that look like CDR, CCR and Mailbox
records/logs..


Anyone have some experience with this? My assumptions are that I have corruption in this data (raw data on the BCM)
and i want to prevent this from making it way in to my rebuild.


Thanks!
Jason



Feature ** RLS: The feature code to fix annoying phone support problems!!

 

[Deweyhumbolt]

Had a similar problem with RCC involving incorrect dates in the future do to a bogus NTP server. I had gone in a week b4 on another BCM400 and purged the CDR out of the file your mentioning, to get rid of an error on a 4.0 upgrade.

I thought purging that file would fix my RCC corruption on the BCM400 with the RCC issue. No luck, I needed ITAS 2nd level in a Webex session to correct.

 

[MagnaRGP]

I forget the folder on the RCC server...its called CCRDB or something like that.

You need only rename that folder, then re-establish a connection to the BCM and RCC will pull all the data out of the BCM.

To be clear...the data on the BCM is very rarely at issue. The CallPilot is what pegs and collects the data. This can be wrong, but not always. The RCC server is the one responsible for interpreting and manipulating the data.

I'd recommend installing all patches to the BCM first, (including the latest VM and RCC versions). Then blow out your RCC folder as mentioned above and re-poll the data.

Truthfully, I've spent hours interpreting the reports based on a customer's complaint and the reports were right. It's just NOT as clear cut as the customer might want. One detailed report does not necessarily display ALL of the data used to compile a summary report.

 

[pccal]

Have you tried the DB FIX UTILITY program that fixes corrupt
data in the CCRDB folder? Also if you are going to try & do
a fresh CCRDB collection make sure you stop the MSQL service
before renaming the CCRDB folder.

 

[markelbcm]

Thank you all for you input!

I ended up preforming the following, seems to have accomplished what I was looking to do...

Steps to reset the database in RCC 2.4.xx stream:

1. Stop the RCCLauncher service by going into services panel in Control Panel > Administrative Tools, double-click on Services and then click on the RCCLauncher entry and stop that service

2. Stop the PrintCaller process from within Task Manager

3. Stop the MySQL service by going into services panel in Control Panel > Administrative Tools, double-click on Services and then click on the MySQL entry and stop that service

4. Go to <Program Files>\MySQL\MySQL Server 4.1\data

5. Rename CCRDB folder to CCRDB_Backup (or something similar)

6. Go to the RCC install directory (default location is <Program Files>\Nortel\Reporting for Contact Center) and copy the CCRDB folder to <Program Files>\MySQL\MySQL Server 4.1\data

7. Start MySQL Service

8. Start RCCLauncher Service

9. Go to Start > All Programs > Startup and click on PrintCaller. This will start Print Caller.

The details of the BCM connection (IP address etc) will need to be re-entered, as the RCC database will be back at Day 1 condition, and the admin password will have reverted to the default of 0000 (that is, zero, zero, zero, zero).


Feature ** RLS: The feature code to fix annoying phone support problems!!