BCM CPU at 100%

[BobZahn]

Could anyone give me some suggestions on the following issue that has been reoccuring for a few weeks now.

BCM 400 system with approximately 20 to 40 agents logged in at a time. Receiving approximately 20 to 60 active calls at any given time.

10 voice ports are open
15 skills are actived. 12 of them for IVR functionality, 3 skills are agent call handling.

BCM CPU has spiked to 100% on BCM monitor
Memory is always in the 90% range

Calls are hitting the BCM but IVR voice prompts take long time to play (2 minutes). calls are not being routed from IVR's to call handling skills properly. Currently have 19 agents logged in, 5 of them on calls, but 7 calls in queue.

 

[Johnthephoneguy]

Have you tried rebooting and see if it continues?

 

[acewarlock]

Increase your memory to 512Mb.

 

[BobZahn]

Reboot is happening right now.

Memory increase has been requested.

Didn't know if anyone knew of any issues that would cause this as we have been running with this setup since June and the problems just surfaced in the last 3 weeks.

 

[acewarlock]

I reboot my BCM's once a month @ midnight and since i've been doing that I have been have fewer problems.


Also check on the BCM Monitor and see what your PEC cards are doing, you may need to add more.

 

[BobZahn]

I did check the PEC resources on the BCM monitor and it is generally between 10 and 30%. Didn't look like additional cards are required or am I looking at the wrong thing?

 

[andreasa]

Did you have check the resources on the unified manager?
Do not assigning any channel for the call center.
If you do not know where is this settings let me know.

 

[BobZahn]

Yes please give me some info on where to find this

 

[acewarlock]

How many PEC cards do you have?

Did you check each 1 to seee what they are doing?

 

[BobZahn]

The BCM Monitor shows four PEC cards. However I just checked their status and only two of them are showing activity. Four of them are enabled and the usage is as follows.

Processer Expansion Cards
Slot 1 - PEC3 - DSP1 - Enabled [48%]
Slot 1 - PEC3 - DSP2 - Enabled [0%]
Slot 3 - PEC3 - DSP1 - Enabled [12%]
Slot 3 - PEC3 - DSP2 - Enabled [0%]

The first slot fluctuates between 40 and 55%
The second slot never goes over 0% that I have seen.
The third slot fluctuates between 0 and 25%
The fourth slot never goes over 0% that I have seen.

 

[BobZahn]

Any additional input available here?

 

[acewarlock]

Can't think of anything else, Sorry.

What Rls of software?

 

[BobZahn]

Is the info regarding the activity on the PEC cards normal?

This BCM is using 3.6 software.

We have another machine in the same office using 3.7 and everything about it seems to be faster and more stable.

Bob

 

[acewarlock]

Have you added Cumulative patch 2 to the system.

 

[BobZahn]

I beleive so. We had a technician in last week who applied some patches. Is there a place to check to see what patches have been implemented?

 

[biv343]

Might as well skip cumulative 2 and put in cumulative 3. Could be a patch related issue. PEC stats look normal to me.

 

[acewarlock]

How do I get cumulative 3??? I can only find 2.

 

[3Sixty]

3 has just been released a couple of days ago.

Marshall

http://www.marshallshouse.co.uk

 

[MagnaRGP]

Telnet into the BCM and run chkdsk /f on C,D,E,F. Then restart the BCM.

I had a machine do this under similar circumstances...The Windows was corrupting itself. Had to have the unit replaced under warranty.