KB30704: Summarization errors after PBX failover

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KB30704: Summarization errors after PBX failover


Problem

If a PBX fails over to a resilient backup and stays down overnight, manual summaries of the following day may fail.  In addition, summarized data for the failover period may show incorrect data, such as Agent Make Busy counts with 0 duration.



Symptoms

The Summarization fails and the following error can be found in the DataProcessor log file:

eError: 11/19/2009 4:09:56 PM VoiceDeviceStatBulkStream - ProcessBulkCopy:
tblData_AgentPerformanceByPeriod SqlDateTime overflow. Must be between
1/1/1753 12:00:00 AM and 12/31/9999 11:59:59 PM.
STACK: at
System.Data.SqlTypes.SqlDateTime.FromTimeSpan(TimeSpan value)
at System.Data.SqlTypes.SqlDateTime.FromDateTime(DateTime value)
at System.Data.SqlTypes.SqlDateTime..ctor(DateTime value)
at System.Data.SqlClient.MetaType.FromDateTime(DateTime dateTime, Byte
cb)
at System.Data.SqlClient.TdsParser.WriteValue(Object value, MetaType type, Int32 actualLength, Int32 encodingByteSize, Int32 offset, TdsParserStateObject stateObj)
at System.Data.SqlClient.TdsParser.WriteBulkCopyValue(Object value, SqlMetaDataPriv metadata, TdsParserStateObject stateObj)
at System.Data.SqlClient.SqlBulkCopy.WriteToServerInternal()
at System.Data.SqlClient.SqlBulkCopy.WriteRowSourceToServer(Int32
columnCount)
at System.Data.SqlClient.SqlBulkCopy.WriteToServer(IDataReader reader)
at
prairieFyre.BAL.DataAnalysis.VoiceDeviceStatBulkStream.ProcessBulkCopy(String
file, String connectionString)

When running Agent Event reports, you may see make busy counts but no make busy durations.



Cause

Some aspects of ACD state calculation were trying to determine time based on the last record of agents' home media server, rather than using the time from the failover media server during the failover event.



Workaround

None.



Resolution

Download the following hotfix to the CCM Enterprise Server: KB30704
Double-click the .exe file and follow the instructions.

WARNING: Installing the hotfix will Stop and Start ALL prairieFyre services.
It is recommended to install the hotfix outside of regular business hours to avoid any potential service affecting issues.



Applies To

CCM v5.5 SP3





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Details
Last Modified:Sunday, January 23, 2011
Last Modified By: kmiddlemiss
Type: HOTFIX
Article not rated yet.
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