BCM400 3.6 CALL CENTER DATA DOWNLOAD PROBLEM 1

[davehallman]

THIS BCM 400 3.6 RCC USER HAS REPORTED THAT THE REPORTS FEATURE HAS STOPPED COLLECTING CALL RECORD INFO FOR THE ACD AGENTS AS OF APRIL 24 2008 , WE REBUILT THE ENTIRE RCC WEB HOST PC CLIENT AND THE CCRDB STOPS AT 95% COMPLETED ON BOTH THEIR PC HOST AND MY LAPTOP [ I SETUP THE LAPTOP AS A CLIENT IN ORDER TO ISOLATE THE PROBLEM ] SO IT APPEARS THAT THE CALL DATA IS MAXED OUT AT 359,182 CALL RECORDS OR SOMETHING ELSE IS MAXED OUT ON THE BCM ITSELF . THERE ARE NO ERRORS IN THE LOGS FOLDER AND MY LAPTOP STOPS AT THE EXACT 95% COMPLETE ALSO . THE REALTIME SCREENS & REPORTS ARE RUNNING AND ACTIVE AND ALL REPORTS PULL DATA PRIOR TO APRIL 24 THERE ARE NO CONNECT ERRORS , ANY IDEAS ? IT WOULD BE NICE OF WE COULD NULL OUT ALL RECORDS PRIOR TO JAN1 2008 ALSO

LOOKING FOR IDEAS

 

[subx]

Is the BCM 3.6 patched up to date? Did you download and install the latest version of RCC from your BCM?

I had some things like that and I always reinstalled the RCC with the newest patches on the BCM...

Never saw that problems again... but still got all data back from the BCM...

 

[SupportDude]

You could default the database.
This will allow you to set the range of data you want to download when you setup the connection parameters.



-SD-

http://www.mysupportguy.net

 

[MRBRENT]

I just logged in to try to find a resolution to a very similar problem.
BCM 400 V 3.6 with RCC.
Last week we could no longer log-in to the RCC page in the web browser but my real time boards were still running showing me real time agent and skill set info. We have had issues in the past were the mysql data gets corrupted and we needed to load from scratch and it would download the data. Last time it was 186K records and about 4 days to complete. I rebuilt and started it again last week and it has pulled about 215K records and has brought my Vm to a crawl. The BCM monitor has CPU at 100% and Ram at 94% for several days now and the CPU on the RCC machine is at 100%. I really need to get my call center and vm back up to normal speed and I am wondering if I shut down the RCC machine and reconnect at a later time if it will pickup where it left off or start over. Since my call center has endured so much pain for this long I don't want to start all over. I also have some softphones that have not been able to connect during this rebuild process. Is this because of the resource issue?
Thanks

 

[SupportDude]

MRBRENT...
Is it possible to switch to another PC to run your RCC?
It sounds as if it could be a PC issue.
The resource issue on the BCM can kill IP sets too.
Are you current on your patches?


-SD-

http://www.mysupportguy.net

 

[davehallman]

reply to subx

Do you recall which patch in 3.6 corrected the download issue ?

reply to supportdude

Do you have the command prompt info in order to default the bcm call record database ?

 

[SupportDude]

Here is how to default the RCC database:
(make sure all RCC windows are closed)
1) Go to "Services" and stop the MySQL service
2) Open Windows Explorer and navigate to MySQL (it could be on the root or within Program Files depending on the version of RCC installed)
3) Expand until you see a folder called CCRDB. This is the working RCC Database. Its in the "bin" or "data" folder. You can delete it, or cut/paste it somewhere else if you want to import some of the data back in.
4) Still in Windows Explorer, navigate to Program Files>Nortel Networks>Reporting for Contact Center (again, this may be different depending upon version)
5) Expand until you see a folder named CCRDB
6) Right-click the folder and choose "Copy"
7) Return to MySQL and "Paste" into where the previous CCRDB was.
8) Go to "Services" and start MySQL and then restart the service call RCC Launcher.
9) Bring up RCC in Internet Explorer. The login will be defaulted to 0000 and you will be forced to change it.
Go to Connection page and set your connection. The bottom of the page should provide an area to allow you to set the date you wish to begin pulling records off the BCM.

Good Luck!



-SD-

http://www.mysupportguy.net

 

[davehallman]

ADDITIONAL INFO ON THIS BCM 3.6 CCR PROBLEM I HAVE FOUND OUT THAT THE BCM ONLY STORES 8 HOURS WORTH OF CALL RECORDS AND THAT IS WHAT NEEDS TO BE PURGED , NOT THE CCRDB RECORDS IN THE CCR . WE HAVE HIT THE 8 HR STORAGE LIMIT RESOURCE ONBOARD THE BCM ITSELF . SO HOW DO WE PURGE THE BCM OF THIS 8 HOURS OF DATA? ALSO THERE IS NO DATE PROMPT FOR DATA COLLECTION START IN THE 3.6 VERSION THAT I CAN SEE ......

DAVE

 

[SupportDude]

The BCM has 100 to 300Mb of storage for Call Center records, depending on who you ask at Nortel.
Thats months of data for most BCM Call Centers.
When the storage limit is reached, its FIFO and it overwrites.

Why would you think the problem is on the BCM?
The RCC gets its info from the BCM in an XML data stream.
The BCM runs an SQL Server.
The RCC PC runs MySQL.
The two synch up on the intial install of RCC and then maintain the synch on a definable timetable.
However, sometimes this DB becomes too large for MySQL to manage and you get corruption.

Perform the Database default procedure and when you configure the connection parameters, start with records from January 1, 2008.
This will give you a smaller DB and less problems.

If you upgrade to 4.0, the RCC has a purge utility now.
This allows you to control the size of the DB on an ongoing basis.

-SD-

http://www.mysupportguy.net

 

[davehallman]

SUPPORTDUDE

I DEFAULTED THE DATABASE USING YOUR DESCRIBED HOW TO AND I RE-ENTERED THE ADMIN/PASSWORD SETUP , THEN I LOGGED INTO THE RCC CLICK ON CALL CENTER CONNECTION PAGE ENTER THE DEFAULT "CCRS" PASSWORD INFO , BUT I AM MISSING WHERE THE START DATE REQUEST RECORD IS INSERTED........?

I AGREE THAT THE DATABASE MUST BE CORRUPT BECAUSE I BUILT THE CCR ON ANOTHER PC [MY LAPTOP ] AND THE INITIAL DOWNLOAD STOPPED AT 95% COMPLETE AND AT THE SAME 182,000 PLUS CALL RECORD , SO IF I UPGRADE THIS 3.6 TO 4.0 IS THIS THE HARDRIVE UPGRADE ALSO ? OR DO I HOP FROM 3.6 TO 3.7 THEN TO 4.0 OR PLUS A HARDDRIVE CHANGEOUT ?

THANKS

 

[gberger]

Like SupportDude mentionned there's a size limit on the database residing in the BCM then FIFO rule applies, but there was also a known issue with 3.6 where the database would double or even triple in size.In that case only Nortel can manually default it in the bcm.

 

[SupportDude]

If you don't see the option at the bottom to grab all data or specify a range, you probably need to update the RCC.

You can upgrade from 3.6 to 4.0 without changing the HDD.

-SD-

http://www.mysupportguy.net