Realtime Skillset Data drops

[jhenley]

I'm having an issue with Real-Time Skillset Data dropping, just goes to all zeroes. The Agent data stays up. This is unicast data. I have the information on Multicast trace.
Is there any thing on the server side I can use to check to see if the Unicast data is going out from the server?
I have 2 networks involved. I do not have these issues if I am on the same network as the CCMS/CCMA server. The other network only seems to have trouble at high traffic times.

Logically it would seem to be a problem between the two networks or the network that is having the porblem but it would be nice to be able to tell the data is leaving my server.

JHenley

 

[captaingadget]

It could be that the unicast traffic is simply being delayed during high load periods and therefore needs prioitising in the network. Muticast is the preferred method as unicast is processor intensive and generates more network traffic. I also believe there are limits on unicast traffic/sessions set in the server but I don't know how to check for this.

 

[x11tech]

There is a limit on the number of unitcast clients you can have operational at one time.

When setting up the RTR settings in CCMA, you specify whether to send data in Multicast or Unicast mode. When you specify Unicast, you also must specify Maximum Unicast Sessions.

You should also investigate whether there is some kind of traffic shaping/policing between the two networks, it is also possible that the network is set to drop traffic if it exceeds certain parameters or to give other traffic preferential treatment over the RTR unicast data.

As captaingadget indicated, Multicast is the preferred method of distributing RTR information as it is both processor and bandwidth friendly.

 

[roadrunr92]

Multcast & unicast data being sent is a good test. I would try to isolate the networks and determine if it's the 2nd network and watch the bandwidth available on that network around the same time. Sounds very much a network issue if the server does not have problems.

 

[NortelGuy1979]

Did anyone find a solution for this? I know it's an old post, but I'm having a similar issue. In Agent RTD, the skillset name will change to an asterisk "*" and then the times go to zeroes. I believe we are multicast between the SCCS and SWC, and then unicast from the SWC to the client PC's? is that plausible / does that sound right?

Thanks,
Matthew

Matt H. - Field Svc Engineer

 

[NortelGuy1979]

Hi All,

I found the solution to my problem. Below is the Nortel KaSe Solution detail; appears to apply to the SWC 4.5 SU07 platform as well.

=========================================================
Solution Detail

Unicast RTDs are failing
Problem Description
Unicast is being used for the Real Time Displays.

After installing CCMA SU03, it is seen that the Real Time Displays have become very unreliable as they do not always launch successfully. Particularly affected are Agent Displays and Graphical Displays and the threshold colours do not always work.
Problem Resolution
There has been a change in the RTDServer.asp code to enable logging and this is causing the problem. The workaround is to comment out these messages. These messages will be removed in SUS_0302.

c:\program files\nortel networks\wclient\apps\common\soaplisten\rtdservice.asp

Insert an apostrophe before each occurrence of LogMessage. There are 4 in all.

Example: LogMessage should now be 'LogMessage

RTDs should now be stable.
Affected Products

Contact Center Administration CCMA 6.0
=========================================================


Matt H. - Technical Support Engineer

 

[jhenley]

When SU-03 was installed nortel did do these modifications to elimate issues but we procceded with update 04 to completely stablize our intallation.
I did not get my issue resolved. It was a netowork issue but we couldn't get it resolved in a timely manor. We did a work around VPN client to get on the same subnet utilizing unicast and seems to be stable now.

JHenley