CMS Feeds to IEX 2

[jazzyjo]

Our Intraday Report in IEX has stopped showing the correct information for Contacts Actually Received. It shows contacts handled and abandoned, but those numbers don't add up to the Act Contacts Received. It stopped working one day and I've tried recovering intervals and days, but nothing has changed. Any suggestions? I don't know if restarting RTA would have any impact or if rebooting the CMS is the only other option. Can't get help from Avaya without paying PSO. IEX is telling us to contact Avaya.

 

[Coineandude]

did you try running the report for an interval (from cms menu) and seeing if the output matches what is in iex?

that should help you isolate where the issue resides.
may nee dto compare several intervals. the output to screen from the iex report menu is a bit ugly and will need some cleanup to be readable (i.e. the rows wrap etc) but you should be able to compare this output to a cms report.

 

[jazzyjo]

We found the issue. I eventually got PSO to look at it, but they couldn't figure it out. They thought the data was there, but we remembered that this happened before to me in December. The header and footer in the skill report were the only things being sent.

The UNIX date/time is off on the CMS server. It is running faster than the report date/time in CMS. So - it goes to send a report to IEX and the actual summarization hasn't occurred yet for that interval, so there is no data. It sends the header and footer only.

We will use the Date command to change our UNIX Time tonight to resolve the issue and then pursue getting some kind of time correction on the CMS server from PSO.

I'm sure they'll say I have to upgrade to fix it, but I'll ask and see what happens.

Thanks for the input.

 

[europe]

PSO has to put the timesync script on the box.

or if it is allready on the systems, they should edit the cron.

timesync suncs the unix time to the acd time ones a day.

the timesync script is in the /export/home/pserv directory

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[europe]

sorry the correct script name is sync_it

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[europe]

# Run once a day from root crontab as:
# 35 4 * * * /export/home/pserv/sync_it

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[jazzyjo]

Europe --- I have the synch_it in the export/home/pserv directory.

# cd /export/home/pserv
# ls
bp5 iex5.old pso_menu rta_bp rta_tcs
cons_auto multiKO2 qmonitor rta_geo sync_it
ech negnum.sh qmonitor.Olog rta_geo.old sync_it.log
iex5 offset qmonitor.log rta_iex tcs5


How do I check to see if that crontab is set up properly? I'm not sure how to find that part.

 

[europe]

If you want to view the cron you have to log in as root.

then type

cat /var/spool/cron/crontabs/root |more

there you should see if the lines are in the root crontab.
otherwise just goole on crontab and you find lots of explanitions on crontabs

good luck

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[jazzyjo]

Well - the cron has it set up.
37 3 * * * /export/home/pserv/sync_it

I am opening a trouble ticket again with Avaya to see why it keeps failing.

Thanks for the help again.
Joey Santora

 

[europe]

do a ls -al then look at the time stamp of the sync_it.log

and do a cat of the sync_it.log

That is where the sync_it logs if it ran and what happened

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[jazzyjo]

Avaya found the issue. Our server name has the initials ntp in it. The server name was in the sync-it and when it hit the server name, the job would stop running. So - even though sync-it was there, it could never run. Avaya removed that part of the code and now it runs perfectly!