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  • 1.  Delays in interaction information displayed in ICBM application

    Posted 03-31-2022 10:57
    Newbie supporting a local PureConnect installation in the US looking for some simple answers about ICBM & interaction data.

    Symptoms:
    - When running on East-coast IC server, we experience a reasonable delay (minutes) in viewing/reporting interaction info in ICBM.
    - When running on West-coast IC server, we experience up to 3-hours delay time in the ability to view/report on interaction info in ICBM.
    - When running on West-coast IC server, we also experience extremely slow response time in Interaction Administrator & Attendant applications.

    Infrastucture info:
    - Normally active IC server located on East coast.
    - Backup IC server located on West coast.
    - Oracle database located on East coast (even when running on backup IC on West coast).
    - 1GB WAN backbone between coastal datacenters.

    Does interaction data go through PMQ files as an intermediary before writing to the Oracle database?
    What would account for such a delay in reporting info in ICBM?
    What would account for such slow response times in IA or Attendant?

    #Reporting/Analytics

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    James Pellegrino
    Avangrid Management Company
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  • 2.  RE: Delays in interaction information displayed in ICBM application

    Posted 04-08-2022 06:58

    The "PureConnect Installation & Configuraton Guide"   (https://help.genesys.com/pureconnect/mergedProjects/wh_tr/mergedProjects/wh_tr_installation_and_configuration/desktop/about_pmq.htm) beings by stating:

     "PMQ is a queuing system that allows data destined for the database to queue to memory and/or disk when the database is temporarily unavailable" <- which has been my understanding, as when the database is disconnected for some reason.

     But then it goes on to say:

    "...or if there is a backlog of data (the data generated by CIC temporarily exceeds the rate by which it can be inserted into the database)."  <-- is this saying that all subsystems that can use PMQ will do so even when the database is available, if the incoming real-time data cannot be written to the database quickly enough?

    If so, what is that "rate"?

    We do often experience a slight delay in interaction data showing in ICBM even when operating on our East-coast IC server (same location as database).
    What determines when PMQ files beging being written vs. directly to the dB?
    Is there a PureConnect system limiting factor or parameter?
    Is there a measurement we can apply to our Oracle database?

    The database is Oracle, using DataGuard to replicate to our West-coast location. Could that be affecting database writes in real-time & forcing use of PMQ files?



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    James Pellegrino
    Avangrid Management Company
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  • 3.  RE: Delays in interaction information displayed in ICBM application

    Posted 04-13-2022 08:39
    Additional info:

    All PureConnect servers, including those on the West coast, are set to Eastern time zone (EST) to mitigate application issues with servers communicating cross-country.

    Is there another time-zone setting within PureConnect somewhere that I am not aware? In the Windows application registry?
    Could another device in the network chain (with possibly a different time zone setting) be causing these delays?

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    James Pellegrino
    Avangrid Management Company
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