CCMS 6.0\Blank report from cbc database

[Nick1122]

If I run a call by call report before september 11th, that's fine, however I cannot run a call by call report after September 11th for some unknown reason.

In the D:\Nortel\iccm\data\sdm\stats\error\HDMErr.txt log file I get the following error message :

[Trace] 5896 09-25 01:40:52.342 BCP incompleted :
Stats Table : NIeCallByCallStatYYYYMMDD
Interval : 09/25/10 01:00:00
Total -1 rows copied.
[.\NIHDM_clBCPServer.cpp-555]

[Trace] 5896 09-25 01:40:52.342 NIHDM_clCBCStatsServer::flushintoDB: Failed
[.\NIHDM_clCBCStatsServer.cpp-685]



Moreover there are a also a few files named NIeCallByCallStatYYYYMMDD.xxxxxxxxxx in D:\Nortel\iccm\data\sdm\stats\error\


Any idea is very much appreciated.

Thanks for your help

Regards

Nick

 

[NortelGuy1979]

Your CBC database is corrupted, you'll need a vendor likely w/ an ETAS ticket to fix it.

That being said, are your other reports working, for example, daily or weekly, since Sept 11th? You can restart SDP, HDM, IS , HDC, RDC, w/o affecting operation of your contact center except for real-time and historical statistics.

12.7. IS_Service Intrinsic Server
The Intrinsic Server provides TFE with accumulated skillset intrinsics. These
intrinsics are then used by YTFE to make call routing and call treatment decisions
in task flow scripts. IS stores intrinsic values in memory so that it can respond
quickly to TFE requests. The Intrinsics are updated asynchronously by the data
propagator (DP).

12.8. SDP_Service Statistical Data Propagator
The Data Propagator provides clients with a stream of real time statistics. Clients
register queries with the DP to receive statistics at a specified update rate. The
Data Propagator retrieves the statistics on behalf of all clients and sends the
appropriate statistics to the proper client. Clients include real time displays, the
Intrinsic Server, the third party real time API and Network Control Center.

12.9. RDC_Service Real Time Display
The Real Time data collector receives events from the Event Broker and creates
real time statistics. These statistics include instantaneous state information and
accumulated data. Accumulation data can be obtained using either a moving
window or interval to date accumulation scheme. Real time statistics only exist in
memory. Instantaneous state information remains unchanged in memory until a
state change is received from the Event Broker. Accumulated statistics are updated
every two seconds.

12.10. HDC_Service Historical Data Collector
The Historical Data Collector receives events from the Event Broker and creates
Historical statistics. Statistics accumulate in RAM for fifteen intervals and then is
written to temporary files on the hard drive. HDM retrieves these temporary files
and dumps them into the Sybase database. In the networking environment, HDC
also sends data to other HDCs at other sites for end to end call tracing of calls that
are networked.
HDC collects all the historical data in memory and dumps it to the hard disk at the
end of every 15-minute interval. These intervals don’t occur on the even
boundaries. They are based upon when the server was started. When the interval
dump occurs, the files are created in d:\nortel\iccm\data\sdm\stats\data.
There is a file created for every stats group. The files are also assigned a number
extension that corresponds to the interval. HDM takes the data in these files and
loads it into the data.

12.11. HDM_Service Historical Data Manager
The Historical Data Manager takes the interval statistic files created by HDC and
loads tem into the Sybase database. HDM writes directly to the database using the
Sybase bulk Copy utility and by invoking stored procedures through Rogue Wave
interfaces. HDM is the only component outside of the OA&M subsystem that
writes directly to the database. At the end of the day, HDM removes stale data
(data that has been in the system for longer than the time specified by the user) and
it accumulates interval statistics into daily statistics, daily statistics into weekly
statistics and weekly statistics into monthly statistics.
If HDM is down, when it comes up, it will load all the interval files that may have
collected in the d:\nortel\iccm\data\sdm\stats\data directory. Therefore, if HDM
crashes, there is still hope. If HDC crashes, there is data loss.

I'd restart the affected services, OR, your contact center if you can, and see if you start getting reports again. I seem to recall that error meaning the DB is corrupt though.

-M

Matthew - Technical Support Engineer

http://www.linkedin.com/in/matty79

 

[Nick1122]

Hi Matthiew,

Thank you for your quick answer. Actually I don't have any issue regarding reports using the blue database (e.g. Agent performance statistic or skillset performance, etc.)

I just have an issue with the call-by-call reports (cbc database) as it looks like call-by-call intervals NIeCallByCallStatYYYYMMDD.xxxxxxxxxx are no longer written into the cbc sybase, although I can still run call-by-call reports before september 11th. I doubt the cbc datbase is corrupted though.

Do you have any experience in re-index the call-by-call database as it might be the issue ?

I raised a case to the Nortel/Avaya support team and they want me to restore the database even without connecting at the CCMS Server !

I also rebooted the server but it didn't make any difference.

Best Regards

Nick

 

[NortelGuy1979]

Eesh, who's your vendor? They shouldn't let Avaya / NES push you over like that to just restore from a backup, there are always options on the database (always = usually).

Unfortunately, no, there's not enough partner info about the database that I've been able to find, to reindex it or anything.

Have you tried Nortel's knowledge base, on their legacy site (not the new Avaya one) - try searching for those errors, or key words... or make your vendor do it of course!

I'll see if I can find anything... You could also try turning CBC off in your config, then turn it back on; maybe schedule a reboot in between.

-Matthew

Matthew - Technical Support Engineer

http://www.linkedin.com/in/matty79