CCM SERVER REFRESH RATE PROBLEM

[ananthnag]

anybody pls help me in solving this problem.
i'm having the problem with the CCM and IM in a call centre setup.
the problem is that the CCM events are not updated properly.
when we run a report it shows only less number of calls but the count is much than in the report.
it is not getting updated in the real time view also properly.

so someone pls help me

 

[slash50]

Have you tried restarting the event service?

 

[ananthnag]

i've tried....but the same prob...

 

[parnum]

Check the registry setting for the IM refresh rate on the server and try changing it (sorry I do not have CCM doc to hand to give the location at the moment I can check tomorrow).

Does IM on the server refresh at the same rate as a remote client, it can be a network problem, delayed packets, especially if packets compete with EF/AF on low bandwidth.

best parnum

 

[ananthnag]

i'd the same doubt over the network.so i've put a new separate hub for md110, ccm server and the im client and also checked it.but it's not refreshing properly

 

[parnum]

what SP/HF level?

what do you mean by this, dont understand?

"when we run a report it shows only less number of calls but the count is much than in the report."

best parnum

 

[parnum]

"when we run a report it shows only less number of calls but the count is much than in the report."

you mean you report does not show all your calls? check for what you think is missing in nextccb as the data is archived into there for RM to read, this will tell you if there is a problem with archiving or RM.

sounds like you may not be at CCM4 SP5?

best parnum

 

[dstrang1]

I'd also suggest trying different reports and comparing call totals or extending the time range for the reports you're running now- if you want stats for 8a-5p, then use 7a-6p for the report. Calls that happen to bridge the time values will skew the stats a bit depending on the report you're running.

I've see ccm do some funny things when looking at reports....usually not too long before the database goes completely corrupt.

Good luck,

Dave Strang

 

[ananthnag]

the ccm version is 4.0.5. i think this is the latest sp for ccm
the problem is even the agent is logged in the im shows him in logout status only for some times. after some time say 20-25 mins the im shows him in login status
when running reports it shows more abandoned calls, less answered calls ana a little no of disconnected calls.
is there any latest patch available for upgrading the in CCm? where can i get it?
the settings are as follows

queue time out: 1800 sec
min duration for outgoing calls: 10 sec
min duration for acd call: 0 sec
minimum duration for abandoned calls: 5 sec

<cadap;
CALENDAR DATA
IDENTITY=TVSE
VERSION=CXP1010101/2/BC12SP7/R4A
17:05:26
TUE 20 JAN 2009
END

<ACFUP;
ACD MIS INDIVIDUAL DATA
LGRP IODEV LIM STATUS
CCMMIS MIS 1 CONNECTED

END




<ACFUP;
ACD MIS INDIVIDUAL DATA
LGRP IODEV LIM STATUS
CCMMIS MIS 1 CONNECTED

END


PORT LICENCES

LICENCE TAG FAL ALLOWED USED
ACD-AGENT FAL104525 100 96
ANALOGUE-EXTENSION FAL104451 32 32
ANCD-V24-INTERFACE FAL104526 0 0
APP-LINK-INTERFACE FAL104536 1 1
BASE-STATION-DECT FAL104520 0 0
CAS-EXTENSION FAL104455 0 0
CCM-ETH-INTERFACE FAL104531 1 1
CCM-V24-INTERFACE FAL104530 0 0
CIL-HDU-INTERFACE FAL104710 0 0
CORDLESS-EXTENSION FAL104454 0 0
CTT-EXTENSION FAL104457 0 0
DIGITAL-EXTENSION FAL104452 127 109
DTMF-RECEIVER-MOB-EXT FAL1043610 0 0
DUPLICATED-CS FAL104491 0 0
EM-ETH-INTERFACE FAL104538 0 0
EM-V24-INTERFACE FAL104537 0 0
EXTERNAL-LINE-APNSS FAL104467 0 0
EXTERNAL-LINE-CAS-ANA FAL104461 0 0
EXTERNAL-LINE-CAS-DIG FAL104462 0 0
EXTERNAL-LINE-CCSS7 FAL104705 0 0
EXTERNAL-LINE-DASS FAL104463 0 0
EXTERNAL-LINE-DPNSS FAL104465 0 0
EXTERNAL-LINE-H323 FAL1042179 0 0
EXTERNAL-LINE-H323-SERV FAL1043611 0 0
EXTERNAL-LINE-ISDN-NET FAL104507 0 0
EXTERNAL-LINE-ISDN-USR FAL104464 150 120
EXTERNAL-LINE-QSIG FAL104466 0 0
FIXED-REMOTE-EXTENSION FAL1040524 0 0
FREESEATING FAL1040050 65535 0
GENERIC-EXT-SMS FAL104708 65535 0
GROUP-SWITCH-LINK FAL104492 4 3
IP-EXTENSION FAL104706 0 0
IS-ETH-INTERFACE FAL104533 0 0
IS-V24-INTERFACE FAL104532 0 0
ISDN-TERMINAL-INTERFACE FAL104453 0 0
LINE-INTERFACE-MODULE FAL1040049 2 2
MOBILE-EXTENSION FAL1040525 0 0
OM-ETH-INTERFACE FAL104540 3 1
OM-V24-INTERFACE FAL104539 0 0
OPERATOR-EXTENSION FAL104456 1 0
PAGING-LOOP FAL104518 0 0
PAGING-PARALLEL FAL104519 0 0
PAGING-SERIAL FAL104517 0 0
PERSONAL-NUMBER-USER FAL104472 65535 0
RADIO-EXTENSION FAL1040285 0 0
REPEAT-IND-DIV-USER FAL104471 65535 0
RVA-EXTERNAL FAL104487 0 0
RVA-INTERNAL FAL104486 24 1
SMDR-ETH-INTERFACE FAL104489 0 0
SMDR-V24-INTERFACE FAL104488 1 1
VCU-FAX-III-PORT FAL104512 0 0
VM-ETH-INTERFACE FAL104535 0 0
VM-V24-INTERFACE FAL104534 1 1
VOICE-MAILBOX FAL104470 0 0
VOICE-PORT FAL104547 0 0
VOICE-SYSTEM FAL104546 0 0
VOIP-ETH-INTERFACE FAL104707 0 0

SYSTEM LICENCES

LICENCE TAG FAL ALLOWED
A-NUMBER-DISPLAY-ATS FAL1041997 NO
ANCD-FEATURE FAL104545 YES
DISA-NUMBER FAL104484 YES
DUPLICATED-GS FAL104524 NO
HOSPITALITY-APPLICATION FAL104709 NO
NET-SERVICES FAL104506 YES
ORIGINAL-A-NUMBER FAL1040278 NO
QSIG-CALL-OFFER FAL1041985 NO
TRAFFIC-MEASUREMENT FAL104485 YES
END



ANYONE PLS HELP

 

[kank]

Are you checking it from a client on the server or on another PC? Is it same for the client on the server?

 

[parnum]

Yes, for IM - server as well as client? What is refresh rate for Event Service for IM?

Report data you expect to see, is it in nextccdb?

These are 2 different things you report here,

best parnum

 

[ananthnag]

the problem is with both the IM client in CCM Server as well as in the separate clients.

 

[parnum]

ok, so maybe the problem is not the CCM but the switch, if the info is wrong in IM on the server, then data is not received into CCM to make the change in IM via MIS? How is it connected, serial or network port? what is BC level and SP, and what is firmware revision of NIU if used?

best Paul

 

[ananthnag]

Paul,
The ccm is connected through LAN only.

<CADAP;
CALENDAR DATA
IDENTITY=TVSE
VERSION=CXP1010101/2/BC12SP7/R4A
11:18:45
THU 22 JAN 2009
END


DEVICE BOARD REVISION INFORMATION
DATE: 22JAN09 TIME: 11:20:15

BPOS BOARD/BRDID PRODUCT NUMBER REVISION STATUS ADD
/IND

001-0-60 NIU2 ROF 137 5396/2 R3A
CAA 1580021 R6A EXE
CAA 1580021 R5A OLD

END


is there any thing to be checked with the ACD settings????

ananth.

 

[doktor]

I would upgrade the FW for NIU2 (NIU2 - ROF 137 5396/2) to R11A. This is the newest FW for NIU2.

///doktor