NICE CLS Problem - No Agent/ANI Info unless reboot

[Toni269]

For the past week, I've have a problem in the NICE Query where it only intermittantly will display only one agent name. The other calls are listed but all of the info Agent name, ANI, etc... is missing. I first suspected something wrong with AES (T-Server) but I am able to get the new data to appear after a reboot of the CLS server.

Other adjuncts, CMS, Call Accounting are receiving the ANI info from their CLAN connections.

Anyone know what process could be causing this problem and a possible solution?


S8710 Communication Manager 3.0
NICE 8.9 N+1
AES r3-1-0-build-33-10

Thank you,

Toni

 

[AlmostMe]

Next time it stops supplying the data run debug manager to find which module is failig (I suspect call manager or switch driver, possibly dbserver). First go to your switch driver window (this maybe a separate window outside of you debug window) and see if it is processing events from the AES. Sorry I haven't explained this well but hopefully you can understand a little.

 

[Toni269]

I got a hold of tech support at NICE - turns out that the CLS is under maintenance, they had to "rebuild" some things, they did it quick and it's working now. Magical. Thank you for your help! P.S. Had a nice time in NZ last year, very peaceful there.

 

[AlmostMe]

Working with NICE life is not peaceful, very busy. But personally after spending a few years overseas I came back as I think it's a beautiful country also, but then often you find a new love for your country once you've left it.

 

[celtic123]

go to c:\nicecti\integration and run integration reporting level. up all message to file and leave for a while. Next time it occurs take a note of the time and then look in integration logs for issues reported

 

[Toni269]

Problem of lost CTI data kept re-occurring. After tracing back and looking at all options the data network had core switch failures at the same time trouble started happening. Suspecting network loss as the cause. Only recoruse I know at this time is reboot of CLS Server at the time core network comes back online. If anyone knows a better work around or preventative measure I could implement, will be appreciated. Thanks.

 

[AlmostMe]

Is this a CMAPI solution? If so it might be similar to an issue we are having.