BCM 3.6 call centre reporting issues - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

pmarkov · 06-18-2005, 09:11 PM

Hi,

I have a BCM 3.6 here with a call centre reporting capability. The system itself is OK, however, I have a problem with the client master PC. Its CPU is constantly running at 98%-100% and when I try to view a call centre report from a client PC it takes me ages to open the report. The real-time reporting seems to be alright with all wallboards and PC client application running fine.

The process sucking the CPU resources is mysqld-nt.exe. This is a service that handles access to the MYSQL databases. This particular customer has had the system for more than a year now and the databases have grown significantly to more than 500MB. The customer needs to have access to the databases, as he wants to be able to query stats a year back.

Has anyone experienced a similar problem? It seems to be related to the mysql application and the way the queries are handled. I am thinking of archiving the database regularly, however, how am I going to print reports linked to the old archived databases? I am not an sql expert and I am kind of lost.

The master client settings are:
1. It polls the BCM for real-time data every 3s (there are two options you can choose from - 1s or 3s).
2. It updates the historic data every 5min (I changed this to 1h which was the max without any luck on the CPU issue).

The BCM has the latest Nortel RCC 2.1.50 patch applied.

Any suggestions will be much appreciated.

Regards

06-19-2005, 09:35 PM

With so much data, you might take a look at the possibility of re-indexing the data. That seems to be the first thing most DBAs recommend when things get slow. If I recall correctly, the login username/password to the mysql database is in clear text of one of the config files for RCC.

***Ramjet*** · 06-20-2005, 08:28 AM

Correct me if I'm wrong here, but on the BCM I thought that the call center server resides on the BCM itself. No need for an external server.

Brewsky · 06-20-2005, 09:59 AM

Ramjet, Still requires an external server.

When you applied the patches, did you also apply patches for the voicemail? And if so, when you did, did you stop the RCC server and then download and install the new program on the BCM (the patch puts a newer RCC program on the BCM to download and install on the RCC server). You MUST make sure the patch is done with the RCC turned off and then remove the old RCC and install the new RCC.. Sounds confuzzling but it's not..

Good luck..

pmarkov · 06-20-2005, 06:59 PM

Hi,

I didn't have to apply a new voice mail patch, as the existing one was a later version than the one recommended.

With regard to the RCC installation procedure, what I did was:

1. Removed the network cable from the BCM so there was no connectivity to the RCC server.
2. Installed the new RCC 2.1.50 patch on the BCM.
3. Uninstalled the RCC 2.1.47 software from the RCC server and rebooted the PC.
4. Reconnected the network cable to the BCM.
5. Downloaded the new RCC 2.1.50 software from the BCM to the server.
6. Installed the application and rebooted the server.

The customer had problems before with wallboards being reset randomly and not being able to print historic reports. It is all working now. It is just the high CPU utilisation on the RCC server that I am worried about, as this makes it very time consuming for the customer to print monthly reports. At the moment they are printing those over night. Apart from that everything is fine. It seems there is a problem with the MySQL database and the way the Nortel application makes the queries. It could be because the database has grown too big or just the queries are made in an ineffective manner.

Regards,

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