ff7121
Guest
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 Posted:
Fri Dec 16, 2005 5:21 pm Post subject:
Network skillset queue increasing with free agents presence |
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Hello. Our customer got serious problem.
They have following configuration: 3 geographically distributed servers
with installed Symposium CCS 5.0 (3 sites). These 3 sites are connected
to each other via customer local network (CLAN). For call network
routing between sites Symposium NCC 5.0 server is used. Each of
Symposium server is connected to own Meridian station via embedded
local network (ELAN).
The latest updates from manufacturer are installed on each server
(SU_05, SUS_0501-SUS_0505). Each site has network skillset c_skillset
that handles network routing.
Call routing script that runs on all sites looks as follows:
ASSIGN Prepaid TO c_Skillset
ASSIGN 4 TO c_Priority
IF (NOT OUT OF SERVICE c_Skillset) THEN
QUEUE TO SKILLSET c_Skillset WITH PRIORITY c_Priority
WAIT 2
QUEUE TO NETWORK SKILLSET c_Skillset WITH PRIORITY c_Priority
WAIT 2
ELSE
QUEUE TO SKILLSET Default_PrePaid WITH PRIORITY c_Priority
WAIT 2
END IF
SECTION Wait_Loop
IF (AGE OF CALL > MaxCallAge) THEN
DISCONNECT
END IF
IF (OUT OF SERVICE c_Skillset) THEN
DISCONNECT
END IF
IF (NOT QUEUED) THEN
IF (NOT OUT OF SERVICE c_Skillset) THEN
QUEUE TO SKILLSET c_Skillset WITH PRIORITY c_Priority
WAIT 2
QUEUE TO NETWORK SKILLSET c_Skillset WITH PRIORITY c_Priority
WAIT 2
ELSE
QUEUE TO SKILLSET Default_PrePaid WITH PRIORITY c_Priority
WAIT 2
END IF
END IF
WAIT 20
EXECUTE Wait_Loop
When CLAN works in a normal mode, system functionates stable with any
system load.
If system load is low and a connection to one of the sites is dropped,
following mistake occurs on other sites:
Severity: Critical
Code: 48117
Text: Interprocess Communications Error. (97, 0, 0,
..\AsmCapi.cpp/NIasm_CancelAllRequests)
In this case other sites work stable and all services, shown with SMonW
utility, are in UP state.
If system load is high and a connection to one of the sites is dropped,
calls do not reach agent's phonesets, pointed out above error occur
and skillset c_skillset queue on working properly sites increases
continuously. In the same moment of time free agents are present and a
standard real-time report Standart_Agent_By_Supervisor shows, that non
occupied agents are in RESERVED state.
The problem disappears after connection via CLAN is recovered or if
manual data synchronization on NCC is made.
Such problem didn't occur in similar situation with Symposium 4.2.
According to problem description in official reference manual,
Symposium server restart is needed. However system is installed at
mobile operator of national scale, so Symposium server restart is
possible only at night time. The situation looks critical and different
from reference manual solution is needed. That's why we addressed
this problem to you. |
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