General Issues

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== '''QUERIES: (eGActive DB)''' ==
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:* [[QUERIES: (eGActive DB)]]
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:* [[Activity Chart]]
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'''Note:'''
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[[Category:Unified Contact Center Express]]
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Open SQL Query window, '''Note''' to change to eGActive DB.
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[[Category:Unified Contact Center Enterprise]]
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[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
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[[Category:Unified CCE, Release 8.0]]
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:* '''How do we monitor Chat/eMail activities at CIM level ?'''
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: Run below SQL query selecting eGain Active DB.
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: select * from egpl_casemgmt_activity where activity_id > activityid
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: example :activityid = 27789
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: The above Query is used to check whether Chat/email requests are comming into CIM and their states.(request queued,request assigned to an agent,request completion,exit status of request).
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:* '''How do we map chat/email agent details at with ICM/CIM level ?'''
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: Run below SQL query selecting eGain Active DB.
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: select * from egpl_user
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: The above query displays agent information at CIM Level with skillTarget id.
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: select * from egicm_user
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: The above query displays agent information at ICM Level with skillTarget id with ICM Agent ID.
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:* '''How do we see event history for a particular activity ?'''
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: Run below SQL query selecting eGain Active DB.
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: select * from egpl_event_history_case_mgmt where activity_id > activityid.
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:* '''How do we see event history for a CIM user ?'''
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:select * from egpl_event_history_user
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:* '''How do we see event history for a CIM user ?'''
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:select DATEADD(ss, event_date/1000, '1/1/1970') from egpl_event_history_user;
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:* '''How to check status of CIM Services from DB ?'''
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: '''System:'''
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: select * from EGPL_DSM_PROCESS
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: '''Instance:'''
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: select * from EGPL_DSM_INSTANCE
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: '''State:'''
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: - running
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: - stopped
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: - starting
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Best practices to reduce Chat Freeze]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Troubleshooting chat freeze issue]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT+PANE+FREEZE+vs+IE+FREEZE.pdf Differentiating Chat freeze V/s IE Freeze]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Sticky+Agent+Feature.doc Sticky Agent Feature]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Best+practices+for+logging+out+of+CIM.doc Best practice for logging out of CIM]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Accenture+recent+chat+issues.doc Troubleshooting Chats not getting assigned issue]]
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: '''SCENARIOS:'''
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:* '''Outage Symptoms:'''
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:a) _ind message flow stops. view in 1_pid_arm_log file.
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:b) 4105 stays for long in DB for CHAT.
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:c) CHECK for agent availability in person/from logs.
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: RESOLUTION: Restart Listener
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:* '''Availability:'''
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:a) Agent is available. Chat is assigned in DB(5000/5100) but not seen in agent inbox UI.
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: RESOLUTION: Refresh agent console.
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Revision as of 07:51, 24 February 2011

Rating: 3.0/5 (1 vote cast)

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