SCCS 5.0 SU_06 problems

[ff7121]

Hello symposium experts!

I have symposium 5.0 system with SU_05 and SUS_0501-SUS_0505.
Not long ago system were updated with SU_06 and SUS_0601.

After upgrade the next troubles is appear:
- Permanently many agents became in "Iddle" state for 20-30 seconds, but skillset queue is not empty. At this situation in realtime statistic "Agnt Idle" index is grows and "Calls Wait" index is not 0.
- In historical reports index "Service Level" are very strong growing. For example, by applications: from 36 to 80 percent.

Anyone can comment this situation, becouse my customer is confused.
If this situation will be continued, I forced return to SU_05, but this undesirable for me...

Thanks for answer.

 

[roadrunr92]

I wonder if you should open a ticket with Nortel? that's too obvious to be anything else causing it.

 

[ff7121]

Opening of a ticket with Nortel and receipt of answer will occupy much of time for him, but a problem requires an immediate solving.
Ticket will be opened, but later and now quik solution is necessary!

Has anyone any other ideas or comments?

 

[roadrunr92]

I'm thinking there maybe a known problem with this issue; I've heard a few others having this problem but I understand the fix was in SU06 for 5.0.

 

[yyrkroon]

I want to say there's a designer patch for this problem, but I'm not 100% certain, we had several site that exhibit some of the symtoms descrbed above after SU06 was applies. Nortel provided the sites with modified executables to seems to have resolved the problems for now...that was back in December. The executables are being soaked for release...

not much help to you right now, but an FYI...

Good Luck,

 

[ff7121]

yyrkroon, did I understand you right, that in similiar situation Nortel provided you with special binaries that weren't included in SU_06 and SUS_0601_S?

 

[roadrunr92]

I understood he was given a designer patch for the issue you seem to be facing on your site.

 

[ff7121]

Ok, can I get somehow that patch or similar for my situation?

 

[yyrkroon]

You'll have to contact Nortel, Designer patches are not public and Nortel has to keep track of all site that has the patch.

 

[ff7121]

yyrkroon, sanks for comment. I appealed to Nortel and design-patch gave me. I hope that his setup will correct a situation

 

[roadrunr92]

how did you make out with the Nortel Design patch?

 

[ff7121]

I set the given Nortel desisn-patch and it helped in the decision of problem.

 

[ErwinStevanus]

ff7121, Do you have the detail of the designer patch?

We are experiencing the same issue and would like to request the patch from nortel. Appreciate if you could tell us the detail of the designer patch.

Thanks

 

[kellox]

Hi, I think I have the same problem...

Suddenly there are many agents idle (30 sec.) and at the same time calls waiting in the queue. The customer tells me, that the agent change the status of the set from "not ready" to "ready", and it takes a long time befor a call is presenting.

I have SCCS 5.0 with SU06S and SUS0601S....

Anybody knows about the problem and fix like designer patch???

Thanks

 

[yyrkroon]

ff7121, glad to hear that the designer patch worked out for you.

 

[mte0910]

FYI: Our Service Provider (One of the Bells) spacifically told us NOT TO LOAD SU06 and 06.01.
There is appearntly alot of chatter out there about these two patches causing more problems than they are fixing. We have been told to wait for 7.

 

[Titan13579]

We too are having this issue.
We are running with SCCS5.0 and SU6.0 and su601.
We installed the designer pep and it took our system down and had to uninstall it. So be carefull.

 

[ff7121]

ErwinStevanus, details of designar patch NN_SCCS_5[1].0_DP_060116_S is below:


======================================================================

PATCH DETAILS

======================================================================

Issue date : 06 March 2006
Patch Type : ASM Designer Patch
Applications : Symposium Call Center Server (SCCS)
Application Platform : Server
Application Version : SCCS.06.01-16
Based off Release : SCCS Rls. 5.0 + SU06 + NN_SCCS_5.0_SUS_0601
Designer : Garret Collins




======================================================================

INSTALLATION INSTRUCTIONS

======================================================================

1) Run the NN_SCCS_5.0_DP_060116_S.exe on the SCCS server.
2) Unzip the files to a specified location.
3) Run setup.exe from this location to load the patch.
4) Once the patch has been loaded, Stop the ASM Service from Service Control Manager.
5) Restart the TFE Service and ASM Service from the Service Control Manager.
6) Use PEP viewer to verify the patch has been installed.


NOTE: Do not install this Designer PEP on the NCC.




======================================================================

UNINSTALL INSTRUCTIONS

======================================================================

1) Use PEP Viewer to uninstall the last patch.
2) Once the patch has been removed, Stop the ASM Service from Service Control Manager.
3) Restart the TFE Service and ASM Service from the Service Control Manager.
4) Use PEP viewer to verify the patch has been uninstalled.





======================================================================

FIXES IN THIS PATCH

======================================================================

Q01149837 - SCCS 5.0 - DNIS Report Has Invalid Characters
Q01184853-01 - SCCS 5.0 - Xfer CLID(not origional clid) Displayed On Xfer Over MCDN To SCCS
Q01217746-01 - SCCS 5.0 - Not Ready Reason Codes On RTD Dont Update When On DN Call.
Q01171204-01 - SCCS 5.0 Networking - ASM Terminated Unexpectedly
Q01098890-01 - SCCS 5.0 Networking - Agent Idle Timer not reset when Break Time involved
Q00962384-01 - SCCS 5.0 Networking - Application and Skillset Max Wait Time not matching Part2
Q01197485-01 - SCCS 5.0 Networking - ASM terminates under NSBR with LNI traffic
Q01210982 - SCCS 5.0 Networking - Remove, re-add site on NCC sites through CCMA, LNI Problem
Q01126198-01 - SCCS 5.0 Networking - Phantom call on Application RTD(Full Fix)
Q01269413-02 - SCCS 5.0 Networking - LNI Call wont requeue via script, PRIORITY IN QUEUE/NETWORK QUEUE scenarios fixed.
Q01162514-01 - SCCS 5.0 Networking - Call delivery fails if call locked in ASM from GIVE IVR
Q01233533-01 - SCCS 5.0 - Calls not being presented immediately to idle agents
Q01317957-01 - SCCS 5.0 Networking - Install of DP060107 causes ASM dll failures


======================================================================

FILE DETAILS

======================================================================

File : asm.exe
Date and Time : 03/03/2006 16:08
Size : 4,632 KB
Based on : SCCS Rls. 5.0 + SU06 + NN_SCCS_5.0_SUS_0601






======================================================================

SPECIAL TRACE INSTRUCTIONS

======================================================================

The following traces should be collected:

asm_trc_3.txt
NetworkTraceMon
AML trace


======================================================================

DESIGNER VERSION

======================================================================

SCCS.06.01-16

 

[croat1]

No need for DP anymore. This DP has been made into PEP and it's available on ESPL for public (well, whoever has access to the ESPL)

Look for NN_SCCS_5.0_PEP_060116_S