Article ID: 52641 - Last Review: August 29, 2019
Contact Center Clients (CCC) requesting a large number of monitor details. IVR Workflow with a logical error causing an ‘infinite loop’ sending large amounts of data non-stop to the Enterprise Server Service to process.
DESCRIPTION
The Enterprise Server Service has encountered a longer than normal execution cycle.
SEVERITY
Minor
IMPACT
The Enterprise Server provides and processes Real-Time data and Employee event controls, if the server takes longer to process data, you may encounter delays in state changes, Inbox details, Real-Time monitor statistics, etc.
TROUBLESHOOTING
There can be a few reasons why the Enterprise Server is taking too long:
- Insufficient CPU resources available for the Enterprise Server Service to perform its necessary calculations.
- Make sure that the system has been allocated sufficient resources as per the MiContact Center Business and MiVoice Analytics System Engineering Guide
- Look into Enterprise Server logs for logs similar to:
- RTClient::ProcessInboundMessages() took …
- RTClient::ProcessOutboundMessages() took …
- Check all IVR services and see if any are using an excessive amount of CPU resources.
- Once a possible source has been found, examine the logging of the source Service. Logs should indicate rapid condition checks against a Workflow.
- Examine the culprit Workflow and modify it to have a definitive “END”.
- Easy to spot issues are ‘loops’ where a call can constantly go through the same Activity over and over.
APPLIES TO
MiCC 7.1 and newer
Keywords: Event Alarm ENS0001 enterprise server long execution cycle