General Issues - Revision history

Saychakr at 07:51, 24 February 2011

2011-02-24T07:51:32Z

← Older revision		Revision as of 07:51, 24 February 2011
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-	~~[[Category:Unified ICM/Contact Center Enterprise & Hosted]]~~
	[[Category:Unified Contact Center Express]]		[[Category:Unified Contact Center Express]]
	[[Category:Unified Contact Center Enterprise]]		[[Category:Unified Contact Center Enterprise]]
	[[Category:Unified ICM/CCE & Hosted, Release 7.5]]		[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
	[[Category:Unified CCE, Release 8.0]]		[[Category:Unified CCE, Release 8.0]]
-	~~[[Category:Unified ICM/Contact Center Enterprise & Hosted \| Troubleshooting]]~~

Saychakr at 13:17, 11 January 2011

2011-01-11T13:17:13Z

← Older revision		Revision as of 13:17, 11 January 2011
Line 1:		Line 1:
-
	:* [[QUERIES: (eGActive DB)]]		:* [[QUERIES: (eGActive DB)]]
	:* [[Activity Chart]]		:* [[Activity Chart]]
		+
		+
		+	[[Category:Unified ICM/Contact Center Enterprise & Hosted]]
		+	[[Category:Unified Contact Center Express]]
		+	[[Category:Unified Contact Center Enterprise]]
		+	[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
		+	[[Category:Unified CCE, Release 8.0]]
		+	[[Category:Unified ICM/Contact Center Enterprise & Hosted \| Troubleshooting]]

Saychakr: /* QUERIES: (eGActive DB) */

2011-01-11T06:52:02Z

QUERIES: (eGActive DB)

← Older revision		Revision as of 06:52, 11 January 2011
Line 1:		Line 1:
-	~~== '''QUERIES: (eGActive DB)''' ==~~
-

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

Saychakr at 06:50, 11 January 2011

2011-01-11T06:50:59Z

← Older revision		Revision as of 06:50, 11 January 2011
Line 1:		Line 1:
	== '''QUERIES: (eGActive DB)''' ==		== '''QUERIES: (eGActive DB)''' ==

		+
		+	:* [[QUERIES: (eGActive DB)]]
		+	:* [[Activity Chart]]

	'''Note:'''		'''Note:'''

Saychakr at 06:46, 11 January 2011

2011-01-11T06:46:16Z

← Older revision		Revision as of 06:46, 11 January 2011
Line 66:		Line 66:

	: '''SCENARIOS:'''		: '''SCENARIOS:'''
		+
		+	:* '''Outage Symptoms:'''
		+
		+	:a) _ind message flow stops. view in 1_pid_arm_log file.
		+	:b) 4105 stays for long in DB for CHAT.
		+	:c) CHECK for agent availability in person/from logs.
		+	: RESOLUTION: Restart Listener
		+
		+	:* '''Availability:'''
		+	:a) Agent is available. Chat is assigned in DB(5000/5100) but not seen in agent inbox UI.
		+	: RESOLUTION: Refresh agent console.

Saychakr at 06:43, 11 January 2011

2011-01-11T06:43:46Z

← Older revision		Revision as of 06:43, 11 January 2011
Line 45:		Line 45:
	: - stopped		: - stopped
	: - starting		: - starting
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Best practices to reduce Chat Freeze]]
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Troubleshooting chat freeze issue]]
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT+PANE+FREEZE+vs+IE+FREEZE.pdf Differentiating Chat freeze V/s IE Freeze]]
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Sticky+Agent+Feature.doc Sticky Agent Feature]]
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Best+practices+for+logging+out+of+CIM.doc Best practice for logging out of CIM]]
		+
		+
		+	:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Accenture+recent+chat+issues.doc Troubleshooting Chats not getting assigned issue]]
		+
		+
		+	: '''SCENARIOS:'''

Saychakr at 06:39, 11 January 2011

2011-01-11T06:39:50Z

← Older revision		Revision as of 06:39, 11 January 2011
Line 1:		Line 1:
-
	== '''QUERIES: (eGActive DB)''' ==		== '''QUERIES: (eGActive DB)''' ==
		+
		+
		+	'''Note:'''
		+	Open SQL Query window, '''Note''' to change to eGActive DB.
		+
		+
		+	:* '''How do we monitor Chat/eMail activities at CIM level ?'''
		+	: Run below SQL query selecting eGain Active DB.
		+	: select * from egpl_casemgmt_activity where activity_id > activityid
		+	: example :activityid = 27789
		+	: 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).
		+
		+
		+	:* '''How do we map chat/email agent details at with ICM/CIM level ?'''
		+	: Run below SQL query selecting eGain Active DB.
		+	: select * from egpl_user
		+	: The above query displays agent information at CIM Level with skillTarget id.
		+	: select * from egicm_user
		+	: The above query displays agent information at ICM Level with skillTarget id with ICM Agent ID.
		+
		+
		+	:* '''How do we see event history for a particular activity ?'''
		+	: Run below SQL query selecting eGain Active DB.
		+	: select * from egpl_event_history_case_mgmt where activity_id > activityid.
		+
		+
		+	:* '''How do we see event history for a CIM user ?'''
		+	:select * from egpl_event_history_user
		+
		+
		+	:* '''How do we see event history for a CIM user ?'''
		+	:select DATEADD(ss, event_date/1000, '1/1/1970') from egpl_event_history_user;
		+
		+
		+	:* '''How to check status of CIM Services from DB ?'''
		+	: '''System:'''
		+	: select * from EGPL_DSM_PROCESS
		+
		+	: '''Instance:'''
		+	: select * from EGPL_DSM_INSTANCE
		+
		+	: '''State:'''
		+	: - running
		+	: - stopped
		+	: - starting

Saychakr: New page: == '''QUERIES: (eGActive DB)''' ==

2011-01-10T12:55:06Z

New page: == '''QUERIES: (eGActive DB)''' ==

New page

== '''QUERIES: (eGActive DB)''' ==