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- About spaulin
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Member since
02-02-2005
79
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55
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13
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08-18-2013
08:39 PM
Indeed the SRND will have all the information you need. Short version: PIM talks to JGW on the PG, which talks to CTIManager on CUCM Agent desktops will connec to the (two) CTI OS Server services on PGA and PGB. The CTIOS Servers will exchange data with the active CTIServer (will be running on sideA and B, but only active on one or the other).
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07-17-2013
12:47 PM
Of course you can. A single server can host TWO PGs per instance. So you could certainly have a PG1A for instance 0, and PG1A for instance #1, running on the same server. They can absolutely connect to two different sets of central controllers. The instance numbers selected determine the range of TCP/IP ports used by the services. So long as there's no conflicts, you should be all set. They could even both be talking to the same ACD, assuming its CTI links support it. You would definitely need to ensure the ACD & ICM configs don't overlap. Instance 0 would monitor trunks A, B, and C, and skills D, E, and F, and instance 1 would monitor trunk groups G, H, and I, and skills J, K, and L.
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07-17-2013
12:38 PM
It is absolutely SENSELESS to back up an AWDB, as you would never (ever) restore such a backup. Think about it - the awdb contains config data, and real-time data. The config data you might back up would be out-of-date the moment anyone makes any config insert/modify/delete. The real-time data is refreshed every ten seconds, so any backup would immediately be out-of-date. If an AWDB becomes corrupted or something like that, you'd simply drop & re-create it. First time you restart the distributor service, it will pull down the latest config & script data from the central controller. You would never need to restore a backup of any awdb (ever). Use SQL Server's own (or a third party sw if you'd like) to back up the loggers, and also the HDS databases to save your historical data. As for taking a snapshot of the config, if it was *me* I would do this daily with an ICMDBA export of the config data. Then if something happens to your system you can quickly revert (by importing) to a last-known good configuration.
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07-17-2013
11:25 AM
Hi Alok, I'm not exactly sure what the question is, here. Are you trying to ADD a PG to the system? Or remove it? If all you're trying to do is take a PG off-line, you should be able to do that by simply shutting down the PG (both sides), and then editing the Callrouter component in ICM setup, to un-check the DMP box for that PG. You should be able to just do one side of the callrouter, and then the other. What issue(s) are you having when trying? Are you getting an error? Or is it that the PG is somehow still showing up in RTTest:status? That's what I inferred from your statement, but it's really un-clear.
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Created by
spaulin
in Contact Center
in Contact Center
03-13-2013
08:09 AM
03-13-2013
08:09 AM
PeripheralCallType = 10 ['Agent Inside'] This type of call is and agent to
another local phone. Typically for agent-to-agent calls when the call is
not routed buy ICM / UCCE. Any agent initiated call would by default be
tagged as a inside call (LT_INSIDE or LT_UNKNOWN).
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03-13-2013
08:02 AM
I'll start with a simple suggestion that seems to escape a lot of people: It makes ZERO sense to back up the awdb. Reason being you would never (ever) restore any such backup. The AWDB contains two types of data. Configuration, and real-time data. The config data is updated constantly, whenever you insert, modify, or delete agents, skills, scripts, etc. Real-time data is refreshed every ten seconds. If anything ever happened to the awdb (corrupted, suspect, etc.) you'd simply drop the database, re-create it with icmdba or by running setup from \icm\bin, and let it re-initialize automatically when you re-start the distributor service. Loggers are duplex. If one side fails, you can always re-build it and sync from the survivor. Loggers usually only retain 14 days (default) of historical data, so it's easiest to just let Recovery sync any missing data from the duplex partner, versus restoring from backup (opinions vary on this. Above is just my own, and not a specific recommendation from Cisco Systems, Inc.). You might make it a point to save off ICMDBA exports of the configuration data. If I owned an ICM/UCCE, I'd set up a job to do this every day or two. HDSes make the most sense (to me) to back up. The Cisco BOM actually states: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/icm80bom.pdf in section 3.1.7: Unqualified Backup Options Backup device/software option decisions (and procedures) are left to the end customer; no backup products are explicitly qualified by Cisco. Caution: For performance reasons, backups must be performed outside of business hours or during periods of lowest activity. Cisco does not provide recommendations for specific backup devices or products, but internal and other direct attached devices might have restrictions on which platforms they are compatible with. Consult your backup product vendor to determine options for internal or external backup storage. Truly, you can use whatever SQL backup you'd like, be it from Microsoft or a third party. Here's an (old) technote about backing up a SQL2000 database: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00802d5e98.shtml I don't have the exact steps for SQL2005, but it's similar.
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03-07-2013
08:07 AM
What version of ICM are you running? Most current MR's have a fix for this.
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Created by
spaulin
in Contact Center
in Contact Center
02-22-2013
08:26 AM
02-22-2013
08:26 AM
Here is your problem: "PG01 connected simultaneously from addresses 10.91.208.51 and 10.91.208.61. Breaking device connection." A PG should not have a "high priority" address. Only one visible address is supported.
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Created by
spaulin
in Contact Center
in Contact Center
09-21-2012
06:06 AM
09-21-2012
06:06 AM
I've never seen EMSMon, so cannot comment on it directly, but in the past I've seen this message when just running dumplog from a machine with an incompatible version of the icrmsgs.dll file. So that might be a 'hint' and get you in the right direction.
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09-21-2012
06:04 AM
"No" is the correct answer. NIC Teaming is not supported on ICM servers.
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09-11-2012
08:13 AM
This (second) message is frequently seen when a PG is attempting to connect to the callrouter, while the callrouter is still in the initialization phase, and is either still loading the configuration data from the logger, or perhaps the logger isn't yet initialized, either. Without having the config data in-memory, the router cannot accept the connection from the PG. PGAgent has establishes ITS connection to CCAgent based on DMP ID, and now the OPC process on the PG is asking the router what it should do next. But until the router has loaded the config in-memory, there's not much it can do. If this message goes away shortly thereafter, you can safely ignore it. If this message does NOT go away, then it's likely due to a mismatch with the LogicalControllerID entered in the PG setup, versus the ACTUAL controllerID seen in the configuration database. On an AW, check the PG Explorer to validate the PG's actual ID. If it's something other than 5000, you'll need to run through websetup on the PG to edit the PG component. Likewise - did that first message (invalid time) message continue on, beyond the "initialization" phase? Is the PG "up" and you still see that message? If so, then you may want to double-check the time, timezone, and "time source" on the PG. Normally, it would get its time from the domain. If the time is WAY OFF from reality, it is suggested to stop the PG services, fix the time, and then re-start. If the PG is duplex (aren't they all?) the time and particularly the timezone on both sides of the duplex PG must match.
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Created by
spaulin
in Contact Center
in Contact Center
09-11-2012
08:05 AM
09-11-2012
08:05 AM
The fact that you said "access the awdb directly" is scary. Configuration data is entered into the awdb "last" after it's sent directly from the config tools to the central controller (router) which stores the data in the loggers. Only after the data is stored in the central database, is it pushed out to the distributor AWs. What is it you're attempting to do, such that the Configuration Manager isn't the answer?
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09-05-2012
08:31 AM
With all due respect.... "AW client is nothing but AW Distributor in which you can restrict different admin access. Basically the access of AW client is subset of the access of AW distributor. It is done during the setup." and... "OK, So we can set the access level during client AW installation. Also can we restrict the access,Right.? like should not be able to access script editor, Instead can access only Agent list, Skill groups, team list .etc.. " These statements are NOT accurate. A client AW has all the ability to make configuration and script inserts, updates, or deletes as any other AW. You cannot set any such access during installation. It depends on who the USER is who's logged in to the machine, versus what the machine itself can or cannot do. In order to restrict access, you'd need to create a read-only user, or use Feature Control Sets to limit what individuals can insert, modify, or delete. As indicated though, you can use ICMDBA to export your known good, working configuration, such that if something catastrophic occurs, you can then re-import that data. This is non-trivial, however! You would need to bring your entire ICM/UCCE system down, import the config into the loggers and AWs, and then re-initialize it so the callrouter would come up with the 'old' copy of the configuration.
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Created by
spaulin
in Contact Center
in Contact Center
08-20-2012
09:09 AM
08-20-2012
09:09 AM
Yes you will be able to do an export & import of the scripts. You should build all the rest of the configuration (skills, calltypes, dialed numbers, etc.). When you export the script from one instance, and import it into another the import function will attempt to 'map' all the referenced configuration objects from the source configuration, to the destination config. Hence, the need to have created all the config on the 'target' instance, first. Strongly suggest you go through this in a lab environment before even considering attempting this on your production servers.
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07-18-2012
11:51 AM
You might also see this message if the services are running, but you are using Windows Remote Desktop (RDP), and are not logged in with console mode. Try this: mstsc aaa.bbb.ccc.ddd /admin where aaa.bbb.ccc.ddd is the IP address or hostname of your HDS. The /admin switch gets you in with console mode. Net-net, you should see the ICM process' console windows on the taskbar. If you don't, then either the service isn't running, or you're not in /console mode. fyi - ICM 7.1 is long-since end-of-life. You should seriously consider upgrading to a more recent, supported release.
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08-18-2013
Indeed the SRND will have all the information you need.Short version:PIM
talks to JGW on the PG, whi...
07-17-2013
Of course you can.A single server can host TWO PGs per instance.So you
could certainly have a PG1A f...
07-17-2013
It is absolutely SENSELESS to back up an AWDB, as you would never (ever)
restore such a backup.Think...
07-17-2013
Hi Alok,I'm not exactly sure what the question is, here.Are you trying
to ADD a PG to the system? Or...
03-13-2013
PeripheralCallType = 10 ['Agent Inside'] This type of call is and agent
to another local phone. Typi...
03-13-2013
I'll start with a simple suggestion that seems to escape a lot of
people:It makes ZERO sense to back...
02-22-2013
Here is your problem: "PG01 connected simultaneously from addresses
10.91.208.51 and 10.91.208.61. B...
Created by
spaulin
in Contact Center
09-21-2012
09-21-2012
I've never seen EMSMon, so cannot comment on it directly, but in the
past I've seen this message whe...
09-11-2012
This (second) message is frequently seen when a PG is attempting to
connect to the callrouter, while...
09-11-2012
The fact that you said "access the awdb directly" is scary.Configuration
data is entered into the aw...
09-05-2012
With all due respect...."AW client is nothing but AW Distributor in
which you can restrict different...
08-20-2012
Yes you will be able to do an export & import of the scripts.You should
build all the rest of the co...
Public Statistics
| Date Registered | 02-02-2005 06:21 AM |
| Date Last Visited | 08-18-2017 03:57 AM |
| Total Messages Posted | 79 |
| Total Helpful Votes Received | 55 |
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| 5 | |
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| 5 |
