HowTo - Limit branch reporting on workflows (Reduce CPU and Memory usage in services)

PROBLEM

Routing Media, RoutingInbound, or RoutingOutbound services are using an excessive amount of CPU and/or Memory resources.  The SQL database may also be growing rapidly.

CAUSE

Branch reporting is enabled and a large amount of data is being processed and sent to the reporting database.

WORKAROUND

You can control what information is processed and sent to SQL for reporting using manual configuration options.

1. Determine which services need to be configured by checking the resources in Task Manager.  If you are only troubleshooting the SQL database size, determine what branch reporting you will need, and plan to exclude the rest.
2. Open the configuration file for the service.  These are found in:

• [InstallDir]\CCM\Services\RoutingInboundService\  for the RoutingInbound service.  The Configuration file is called RoutingInboundService.exe.config.
• [InstallDir]\CCM\Services\RoutingMediaService\  for the RoutingMedia service.  The Configuration file is called RoutingMediaService.exe.config.
• [InstallDir]\CCM\Services\RoutingOutboundService\  for the RoutingOutbound service.  The Configuration file is called RoutingOutboundService.exe.config.
• [InstallDir]\CCM\Services\RoutingUPiQService\ for the RoutingUPiQ service.  The Configuration file is called RoutingUPiQService.exe.config.

3. Go to the line: <sectionGroup name="applicationSettings" type="System.Configuration.ApplicationSettingsGroup, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089">
4. Insert the following directly underneath:

<section name="prairieFyre.Routing.Common.Properties.Settings" type="System.Configuration.ClientSettingsSection, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089" requirePermission="false" />

5. Go to the line:  <applicationSettings>
6. Insert the following directly underneath:

<prairieFyre.Routing.Common.Properties.Settings>
      <setting name="NonReportableWorkflowTypes" serializeAs="Xml">
        <value>
          <ArrayOfString xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
                                                <string>Voice</string>
                                                <string>Outbound</string>
                                                <string>Media</string>
                                                <string>Agent</string>
                                                <string>Inqueue</string>
                                                <string>EmailInqueue</string>
                                                <string>EmailAgent</string>
                                                <string>ChatInqueue</string>
                                                <string>ChatAgent</string>
          </ArrayOfString>
        </value>
      </setting>
</prairieFyre.Routing.Common.Properties.Settings>

7. Modify the String entries to list what branch reports you wish to exclude for this service.  Simply remove those that you either want to report on, or do not apply to the service being modified.  The values have the following meanings and services:

• Voice:  This excludes IVR Inbound workflows.  Use this with the RoutingInbound service.
• Outbound:  This excludes IVR Outbound workflows.  Use this with the RoutingOubtound service.
• Media:  This excludes InQueue Media workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• Agent:  This excludes InQueue Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• Inqueue:  This excludes InQueue workflows.  Use this with the RoutingUPiQ (for Mitel) / RoutingMedia (for SIP) services.  (SIP is new in MiCC Version 8.0)
• EmailInqueue:  This excludes Email InQueue workflows.  Use this with the RoutingMedia service.
• EmailAgent:  This excludes Email Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• ChatInqueue:  This excludes Chat InQueue workflows.  Use this with the RoutingMedia service.
• ChatAgent:  This excludes Chat Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)

8. Save the config file.
9. Restart the service who's config file was modified.
10. Repeat steps 2 through 9 for each service you wish to modify.

NOTE:  This configuration option does not currently allow for the exclusion of Email Outbound or Chat Outbound workflows.

EXAMPLE:  If you wanted to exclude only Outbound IVR workflow data, the configuration on step 6 would look like the following:

<prairieFyre.Routing.Common.Properties.Settings>
      <setting name="NonReportableWorkflowTypes" serializeAs="Xml">
        <value>
          <ArrayOfString xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
                                                <string>Outbound</string>
          </ArrayOfString>
        </value>
      </setting>
</prairieFyre.Routing.Common.Properties.Settings>

This configuration change would have been applied to the RoutingOutboundService.exe.config file.
 

APPLIES TO

MiContact Center Version 7.1.3.0 and newer.