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.