Mitel CCM / CIS CCC Real-Time Delay on Queues

[MitelEngineering]

I have a Mitel 3300 running MCD 5.0 SP1 PR1, with PrairieFyre CIS running 6.0 Fix Pack 2.

When running a real-time queue monitor on CCC, it has about a 15 second delay on updating the queue status for Calls Waiting, longest waiting, etc...

'Agent' real-time monitors are fine and update very quickly, it's just an issue with 'Queue' monitors.

The delay is about 15-20 seconds.

This problem exists on CCC running on both the client and the server instances.

The server is Windows 2008 64-bit, running on a very high-spec VMware host and the clients are all windows 7 Enterprise.

I have checked the CCC network monitor Data link and the ACD events seem to be displaying instantly.
All devices have real-time enabled in 3300/YSE.

thanks in advance.

 

[MitelInMyBlood]

Queue status monitors (i.e., those used on a supervisor's phone)are a component of the ACD2000/ACDII package on the PBX itself, not a component of PrairieFyre. At least that's how it was back on the SX2000SG when I took the ACD2000 training course in 1997. Back then queue status was not output in the real time data stream. As the 3300 is based on the original SX2000 kernel, I would be surprised if that has changed.

As I recall some reasonable delay in updating the Queue status monitors (on the supv phone) was normal and expected, as it is "polled" data rather than streaming data. Now that you mention it, 15 secs seems about right.



Original MUG/NAMU Charter Member

 

[MitelEngineering]

Thanks for the response, but this is actually an issue experienced on the PrairieFyre Contact Centre Client, where the real-time queue screens are not updating in a decent amount of time. An example is the 'Queue Now' or 'Queue Group Now' take 15 seconds to update for any queue specified.

 

[MitelInMyBlood]

The more I think about it, back in the day QUEUE STATUS Update (on the phone) ran in synch with the display update rate. For example, change the time of day on your system clock then notice how long it takes your phone to pick up the change. Do it 8 or 10 times in a row and you will begin to observe that sometimes it picks up the change quickly, other times not. All depends on where the refresh timer happens to be in its cycle when you make the change.

Original MUG/NAMU Charter Member

 

[MitelInMyBlood]

I would get on the phone with PrairieFyre then and ask them.
+1 613-599-0045 or email support@prairiefyre.com

Original MUG/NAMU Charter Member

 

[Billz66]

This might help

11-8001-00004 Real Time Event Queue Refresh Mechanism Publish Date Jul-14-2011

Situation
The queue refresh mechanism was designed to issue real time event updates for queue information every 5 seconds. However by default the queue refresh mechanism only updates 4 queue every 0.5 seconds.
In larger ACD environments, specifically those with 50 ACD Paths and higher, the Contact Centre real-time package could exhibit latency, specifically in the form of showing calls waiting in a queue when they have been delivered to an agent or agents are available and even pegging an abandoned call without ever showing as queuing in some extreme cases.


For the 3300 up to MCD 4.0
In 3300 versions up to and including MCD 4.0, the queue refresh rate can be increased from the default of 4 queue refresh events to a maximum of 25 queue refresh events every half a second.
To increase this value, telnet into the 3300 IP address, log into the maintenance screen and enter the command acd set stats_calc_size 25

The confirmation/ output of the command can be seen if you secure telnet to port 2001.

Note: The increase of this refresh value is volatile and will default back to 4 after the 3300 Controller is rebooted. The command will need to be re-entered after every 3300 Controller reboot.


For the 3300 for MCD 4.1 and beyond:
In all 3300 versions the queue refresh rate can be increased from the default of 4 queue refresh events to a maximum of 25 queue refresh events every half a second. In the 3300's System Options Assignment form, there is an option called "ACD Event Statistics Refresh Rate".
This field can be programmed up to a maximum value of 25.

Note: The programming of this refresh value is committed to memory and will remain at the programmed value after the 3300 Controller is rebooted.
Note 2: In MCD 5.0, the intent is to increase the maximum value for this field from 25 to 100.


I have a similar setup to yours - same versions of software , I just bumped my MCD setting up to 100



If I never did anything I'd never done before , I'd never do anything.....

 

[MitelEngineering]

Thanks Billz66, I'll give this a go and let you know...