HowTo - SMDR Reorder Buffer for Data Summarization

INFORMATION

This article describes the SMDR Reorder Buffer configuration available in MiContact Center.

SMDRReorderBufferReleaseIntervalInSeconds:  This configuration variable was designed for linking SMDR events together to give a more accurate statistical value.

During Realtime: By Default, this value is 5 seconds.
During Resummarization: By Default, this value is 20 minutes. (20 minutes * 60 seconds = 1200 seconds)

The reason for the different values is that the Statistical Engine will wait for the configuration time before performing the calculations necessary for the statistics it needs to update.  This allows us to check in the past during a small window and double check certain conditions to make sure that the pegging is accurate.

For Realtime, the value is small to allow the statistics to update within 5 seconds of a call being finished.  You can see this delay if you perform your own test call.  Regardless of Abandoning, Answering, etc, watch the Queue Now monitor where the Call went and once the call is completed, sometime shortly after the 5 seconds have past, your Queue Now will update accordingly.  This is due to the SMDRReorderBufferReleaseIntervalInSeconds being 5 seconds, the system waited 5 seconds for anything else and then calculated the appropriate peg.
 
Nightly/Manual Summarization is less of a concern, this is why you can see slight differences between the values you see during the day and the values in the reports the next day, (or after a manual summary is performed)
20 minutes was determined many years ago to be a decent average call length.  It has been increased by other customers due to longer average call times and it can be a benefit to do so if you know you have calls longer than 20 minutes on average.

Increasing the value does increase memory usage of the Data Processor as the Service will hold the events in memory longer before processing the statistics and flushing them out.  Be wary of setting the value to 24 hours (24 hours * 60 minutes * 60 seconds = 86400 seconds), in a heavy traffic site, this can cause an Out Of Memory as everything will be held in memory until all of the data files have been loaded.

We have seen a few instances where the configured 5 seconds for Realtime has caused some problems due to SMDR events, the major symptom found was that it looks like SMDR based Statistics would stop updating, but the rest of the system was working, this has been seen sometimes up to 3 to 4 hours long.  We've found setting the value smaller has fixed the problems, just remember that the Realtime statistics can become less accurate.  Trigger a Manual Summary, or waiting for the Nightly Summary and running Reports will produce the correct Statistics.

There have been instances where the Realtime value was configured to 0 seconds.  This is a valid config, but it does and will effect the CallBack pegging in the Queue/Queue Group Now Monitors.  CallBacks require looking into the past to validate the peg, and if you set the SMDRReorderBufferReleaseIntervalInSeconds to 0 seconds, the Enterprise Server will not have anything in memory for the past to validate against so it'll never peg in Realtime.

CHANGING THE SETTING

NOTE:  Depending on whether you are changing this value for Realtime or Data Summarization you will need to update a different service.  See below for details.

1. Go to [InstallDir]\CCM\Services\DataProcessor\ for Data Summarization, or [InstallDir]\CCM\Services\EnterpriseServer\ for Realtime.
2. Make a copy of DataService.exe.config or prairieFyre.Services.EnterpriseServer.exe.config as a backup.
3. Edit DataService.exe.config or prairieFyre.Services.EnterpriseServer.exe.config in notepad.
4. Locate the line <add key="SMDRReorderBufferReleaseIntervalInSeconds" value="##" /> where ## is the current value.
5. Edit the number beside value= to the desired time.
6. Save the file.
7. Ensure that the Data Processor service is stopped, or .NET Enterprise Server service is restarted.
8. Re-summarize the data you want to apply the new SMDR Reorder Buffer value to (for Data Summarization.  All new data coming in will be affected for Realtime).

APPLIES TO

6.0, 7.0, 7.1