TSW and Genesys

[Caracuda]

Hi
We have installed a MX-ONE TSW SP2/R3A system (upgrade from MD110 BC12 SP10) in 5 LIMs configuration with GS. For the Call Center we use Application Link 4.0 SP16 HF 1602 and Genesys application.
One day after the Genesys implementation, beside the usual alarms, Fault 2 – Execution timeout start to appear in the ALLIP output. After two days LIM 001 restart itself and after three weeks LIM 002 restart twice. This restarts was probably caused by the counter of this fault which has reached the maximum level.Today we experienced again three or four restarts and this is already too much.

<ALLIP;
ALARM LIST
IDENTITY: CUSTOMER-CARE
VERSION: CXP1010110/4/TSWSP02/R3A

DATE: 17MAY07 TIME: 11:59:29
CODE CLASS NOAF EXPLANATION
2 1 1 EXECUTION TIMEOUT
3 1 1 WRITE PROTECTION ERROR
10 1 1 CONTROL SYSTEM DISTURBANCE COUNTER AT TOP
38 1 3 DISTURB. COUNTER INCREASED DUE TO FAULTY PROGRAM EXECUTION
73 1 1 LIM RESTARTED

ALREI NOT DONE!

END
<ALLOP;
ALARM LOG
IDENTITY: CUSTOMER-CARE
VERSION: CXP1010110/4/TSWSP02/R3A

DATE: 17MAY07 TIME: 11:59:48
CLASS: 1
38 DISTURB. COUNTER INCREASED DUE TO FAULTY PROGRAM EXECUTION
DATE TIME ALP NOIF EQU INF1
17MAY07 11:41:52 1 2 001-0-**-** 0

3 WRITE PROTECTION ERROR
DATE TIME ALP NOIF UNIT EQU INF1
17MAY07 11:41:52 2 3 TLP30 001-0-**-** 0

2 EXECUTION TIMEOUT
DATE TIME ALP NOIF UNIT EQU INF1
17MAY07 11:50:09 3 3 DER 001-0-**-** 0

10 CONTROL SYSTEM DISTURBANCE COUNTER AT TOP
DATE TIME ALP NOIF EQU INF1
17MAY07 11:51:45 4 1 001-0-**-** 0

38 DISTURB. COUNTER INCREASED DUE TO FAULTY PROGRAM EXECUTION
DATE TIME ALP NOIF EQU INF1
17MAY07 11:52:16 6 1 002-0-**-** 0

73 LIM RESTARTED
DATE TIME ALP NOIF UNIT EQU INF1
17MAY07 11:52:37 8 1 RER 001-0-**-** 2

38 DISTURB. COUNTER INCREASED DUE TO FAULTY PROGRAM EXECUTION
DATE TIME ALP NOIF EQU INF1
17MAY07 11:52:44 9 1 005-0-**-** 0

CLASS: 0
350 CSTA, FAULTY COMMUNICATION CHANNEL
DATE TIME ALP NOIF UNIT EQU BRDID INF1
17MAY07 11:52:11 5 1 DCTPP 001-0-60-04 106 0
RDATE RTIME
17MAY07 11:52:56
65 SYNCHRONIZATION FAULT IN LIM
DATE TIME ALP NOIF EQU INF1 INF3
17MAY07 11:52:48 7 2 001-*-**-** 1 2
RDATE RTIME
17MAY07 11:53:17
303 DATA LINK ALARM
DATE TIME ALP NOIF UNIT EQU BRDID INF1
17MAY07 11:52:50 10 1 SLP60 001-1-20-00 57 257
RDATE RTIME
17MAY07 11:52:51
303 DATA LINK ALARM
DATE TIME ALP NOIF UNIT EQU BRDID INF1
17MAY07 11:52:59 11 1 SLP60 001-0-20-00 57 256
RDATE RTIME
17MAY07 11:52:59
344 CIL, FAULTY CONNECTION TO NIU PORT
DATE TIME ALP NOIF EQU BRDID INF1
17MAY07 11:56:43 12 1 001-0-60-04 106 1
RDATE RTIME
17MAY07 11:56:44

Can anyone help

 

[lalrl]

update MD to SP3
Did you check also:
himdp;
gjlsprint=faulty;
scexp;
How many agents do you have and how many NIUs are connected to the T-Server?

 

[Caracuda]

Hi lalrl
Thanks for help. We checked gjlsp and scexp and they were ok.
<SCEXP;
EXTERNAL SYNC RECEIVING LINES DATA
MASTER LIM STATUS [MASTER SCOPE]
FIRST CHOICE 1-0-20-0 SYNC RECEIVING
SECOND CHOICE 1-1-20-0 OK
THIRD CHOICE NOT PRESENT
We have about 160 active acd agents and for the connection with T-server we use one HP server and two NIU boardsne in the first LIM and the second in LIM2. Now we are going to install a new NIU in the remote LIM5. In the himdp print I saw many of the following type of errors :

TIME DATE ERROR CODE
10:55:03 17MAY07 H'10
EXECUTION TIMEOUT
LOGICAL PROGRAM ERROR ADDRESS = 0205777C
ENTER
SWSW A-LEVEL SIGNAL *************** (H'0000)
FROM ELDP (H'19B) EXE A IN LIM 005
TO DER (H'17D) EXE A IN LIM 005
NUMBER OF DATA BYTES IN SIGNAL = 4
WITH 0 1 2 3 4 5 6 7 8 9
000 03 DD 00 01
STACK ADDRESS = 00000000
SIGNAL SEND ADDRESS = 020006B0

TIME DATE ERROR CODE
10:54:58 17MAY07 H'60
ADDRESS CONTROL FAILURE
LOGICAL PROGRAM ERROR ADDRESS = 0201281A
ENTER
SWSW A-LEVEL SIGNAL RELMON (H'009C)
FROM CMP (H'2D2) EXE A IN LIM 005
TO RMP (H'319) EXE A IN LIM 005
NUMBER OF DATA BYTES IN SIGNAL = 4
WITH 0 1 2 3 4 5 6 7 8 9
000 00 63 0E FF

TIME DATE ERROR CODE
15:42:02 17MAY07 H'34
RECEIVING LIM ADDRESS NOT AVAILABLE
LOGICAL PROGRAM ERROR ADDRESS = 02015158
ENTER
SWSW A-LEVEL SIGNAL FETATYP (H'0085)
FROM RMP (H'319) EXE A IN LIM 001
TO TLP30 (H'3A4) EXE A IN LIM 001
NUMBER OF DATA BYTES IN SIGNAL = 4
WITH 0 1 2 3 4 5 6 7 8 9
000 00 41 42 01
STACK ADDRESS = 0201D150
SIGNAL SEND ADDRESS = 0208EEDA

SEND
SWSW A-LEVEL SIGNAL FETATYPRES (H'007E)
FROM TLP30 (H'3A4) EXE A IN LIM 001
TO RMP (H'319) EXE A IN LIM 120
NUMBER OF DATA BYTES IN SIGNAL = 14
WITH 0 1 2 3 4 5 6 7 8 9
000 01 00 00 00 00 F0 00 00 03 00
010 00 00 00 00
STACK ADDRESS = 02009938
SIGNAL SEND ADDRESS = 02015158

USER STACK DUMP
0 1 2 3 4 5 6 7 8 9 A B C D E F
02 00 99 38

TIME DATE ERROR CODE
15:24:21 17MAY07 H'60
ADDRESS CONTROL FAILURE
LOGICAL PROGRAM ERROR ADDRESS = 02002586
ENTER
SWSW A-LEVEL SIGNAL CLEAR (H'0066)
FROM KLP1T (H'1CD) EXE A IN LIM 002
TO CMP (H'2D2) EXE A IN LIM 001
NUMBER OF DATA BYTES IN SIGNAL = 7
WITH 0 1 2 3 4 5 6 7 8 9
000 DA FB 00 14 01 CD 02

TIME DATE ERROR CODE
11:50:53 17MAY07 H'10
EXECUTION TIMEOUT
LOGICAL PROGRAM ERROR ADDRESS = 0202C020
ENTER
SWSW A-LEVEL SIGNAL *************** (H'0000)
FROM ELDP (H'19B) EXE A IN LIM 001
TO DER (H'17D) EXE A IN LIM 001
NUMBER OF DATA BYTES IN SIGNAL = 4
WITH 0 1 2 3 4 5 6 7 8 9
000 03 AA 00 01
STACK ADDRESS = 00000000
SIGNAL SEND ADDRESS = 020006B0

USER STACK DUMP
0 1 2 3 4 5 6 7 8 9 A B C D E F
02 01 CE 8E
I don’t know if it’s significant but I read in Alex that DER program unit has a major importance for the acd traffic function. I think the TLP30-RMP errors are caused by a CAS-R2 link that we have with an operator.
About the SP3 I read something which can be a solution for the problems :
112465 S112465A DER R6A ACD calls struck in queue for long time and abandoned
113055 S113055A DER R6A LIM restart due to lack of buffers
12215 S112215A KLP1T R7A LIM restart due to lack of buffers, etc.
Unfortunately, Genesys 7.5 version is not compatible yet with SP3 and AL SP17 and we have to wait for a response from them about this issue. Anyway we still searching for a solution and any ideea is welcome.

 

[lalrl]

I would not hesitate one second to update to SP3.