Avaya Real Time call center stats to external destination

[cgogan13]

Hi,

We are looking to get EWT data for one of our queues to display on our intranet site. The CMS RT_Socket Connector for CMS is crazy expensive so I'm looking for creative ways to get the data shared. We have CMS, Desktop wallboard and AES available to us (not sure AES helps but figured I would mention it)

Has anyone done this without RT_Socket connector?

We are running Avaya Aura with Elite CC version 8

TIA

Ciara

 

[phoneguy55]

Yes. Read this thread.

https://www.tek-tips.com/viewthread.cfm?qid=1775170

 

[cgogan13]

Thanks phoneguy55.

 

[cgogan13]

Hi,

I've been working on this for a couple of weeks now and am so close but have an issue. Using the info I got in the thread above, I was able to set up a script that runs fine for a while but then it stops working. The script is still "running" on the serer, but the report engine no longer triggers so the file that I'm writing the data to does not get updated.

What I'm seeing in the log files, is that multiple cvsApplication instances are getting created, and I'm wondering if that is causing an overload condition where it just stops working. I kicked my script off 20 minutes ago and it's already up to 461, below is a snippet from the log file

11-05-2020 13:23:00 g_nAppInstCount=2
11-05-2020 13:23:00 Create the MsngrX control
11-05-2020 13:23:00 Get settings from registry
11-05-2020 13:23:00 'cvsApplication' instance 459 created
11-05-2020 13:23:00 g_nAppInstCount=2
11-05-2020 13:23:00 Split/Skill: 5
11-05-2020 13:23:01 Create the MsngrX control
11-05-2020 13:23:01 Get settings from registry
11-05-2020 13:23:01 'cvsApplication' instance 460 created
11-05-2020 13:23:01 g_nAppInstCount=2
11-05-2020 13:23:01 Report data exported to D:\Widget\CMS.txt
11-05-2020 13:23:01 Create the MsngrX control
11-05-2020 13:23:01 Get settings from registry
11-05-2020 13:23:01 'cvsApplication' instance 461 created
11-05-2020 13:23:01 g_nAppInstCount=2

We wrote a ps1 script to kill all of the running ACS exes every 60 minutes and restart the acsauto script, which works great when I'm logged onto the Windows server we are running from, but when I'm not logged in, only the acsapp and acsscript restart. the others, acssrv, acstran and acs_ssh, don't restart.

here is my acsauto script:

'LANGUAGE=ENU
'SERVERNAME=cmsfqdn
Public Sub Main()

'## cvs_cmd_begin
'## ID = 2001
'## Description = "Report: Real-Time: Designer: EWT Help Desk: Export Data"
'## Parameters.Add "Report: Real-Time: Designer: EWT Help Desk: Export Data","_Desc"
'## Parameters.Add "Reports","_Catalog"
'## Parameters.Add "2","_Action"
'## Parameters.Add "1","_Quit"
'## Parameters.Add "Real-Time\Designer\EWT Help Desk","_Report"
'## Parameters.Add "1","_ACD"
'## Parameters.Add "5025","_Top"
'## Parameters.Add "10297","_Left"
'## Parameters.Add "8205","_Width"
'## Parameters.Add "6150","_Height"
'## Parameters.Add "default","_TimeZone"
'## Parameters.Add "The report Real-Time\Designer\EWT Help Desk was not found on ACD 1.","_ReportNotFound"
'## Parameters.Add "*","_BeginProperties"
'## Parameters.Add "5","Split/Skill"
'## Parameters.Add "*","_EndProperties"
'## Parameters.Add "*","_BeginViews"
'## Parameters.Add "*","_EndViews"
'## Parameters.Add "C:\Users\PRcmswidget.svc\AppData\Roaming\Avaya\CMS Supervisor R19\Profiles\widg\Scripts\EWTHelpDesk.acsauto","_Output"
'## Parameters.Add "9","_FldSep"
'## Parameters.Add "0","_TextDelim"
'## Parameters.Add "False","_NullToZero"
'## Parameters.Add "False","_Labels"
'## Parameters.Add "True","_DurSecs"

On Error Resume Next

Set WshShell = CreateObject("WScript.Shell")
theSleepFile = "C:\Users\PRcmswidget.svc\AppData\Roaming\Avaya\CMS Supervisor R19\Profiles\widg\Scripts\Sleep.vbs"
Do While count < 1
WshShell.Run "wscript.exe """ & theSleepFile & """", ,true

cvsSrv.Reports.ACD = 1
Set Info = cvsSrv.Reports.Reports("Real-Time\Designer\EWT Help Desk")

If Info Is Nothing Then
If cvsSrv.Interactive Then
'MsgBox "The report Real-Time\Designer\EWT Help Desk was not found on ACD 1.", vbCritical Or vbOKOnly, "Avaya CMS Supervisor"
Else
Set Log = CreateObject("ACSERR.cvsLog")
Log.AutoLogWrite "The report Real-Time\Designer\EWT Help Desk was not found on ACD 1."
Set Log = Nothing
End If
Else

b = cvsSrv.Reports.CreateReport(Info,Rep)
If b Then

Rep.Window.Top = 5025
Rep.Window.Left = 10297
Rep.Window.Width = 8205
Rep.Window.Height = 6150


Rep.TimeZone = "default"



Rep.SetProperty "Split/Skill","5"




b = Rep.ExportData("D:\Widget\CMS.txt", 9, 0, True, True, True)





Rep.Quit



If Not cvsSrv.Interactive Then cvsSrv.ActiveTasks.Remove Rep.TaskID
Set Rep = Nothing
End If

End If
Set Info = Nothing
Loop
'## cvs_cmd_end

End Sub

my Sleep.vbs just contains WScript.Sleep(5000)

 

[Stinney]

Why are you killing the acs files every 60 minutes?

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[cgogan13]

Hi Stinney. We are killing every 60 minutes because it stops writing data to the text file every day. When I look at task manager after that happens the script is still "running" but the report engine is not popping up as a background process every 5 seconds to run the report. We thought if we killed the processes and restarted the script that would fix that issue. it does while I'm logged into the server, but when I log out all of the executables don't restart.

What I'm really trying to determine is why the report engine stops working and then won't start working again until I kill the script and restart it

Thanks

 

[Stinney]

I['m not a VBScript expert by any means, but I've seen CMS not integrate well with some of the scripting you should be allowed to do in a VBS file.

The only thing I'd check is if the way you put in the script to sleep is causing issues. The script needs to allow time for the file to write before it starts again.

Can you test by removing (or commenting out) the lines:

theSleepFile = "C:\Users\PRcmswidget.svc\AppData\Roaming\Avaya\CMS Supervisor R19\Profiles\widg\Scripts\Sleep.vbs"

and

WshShell.Run "wscript.exe """ & theSleepFile & """", ,true

Then add:

Wscript.Sleep 3000 before the Do While count < 1

and

Wscript.Sleep 5000 after the Do While count < 1


- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[cgogan13]

The code now looks like this

Set WshShell = CreateObject("WScript.Shell")
'theSleepFile = "C:\Users\PRcmswidget.svc\AppData\Roaming\Avaya\CMS Supervisor R19\Profiles\widg\Scripts\Sleep.vbs"
Do While count < 1
'WshShell.Run "wscript.exe """ & theSleepFile & """", ,true

Wscript.Sleep 3000 before the Do While count < 1

Wscript.Sleep 5000 after the Do While count < 1

I get an error - MicrosoftVBScript compliation error [line38] Expected end of statement

Thanks for you help, hopefully getting closer.

 

[Stinney]

Check this line:

Set WshShell = CreateObject("WScript.Shell")


See if you change it to this if it helps:

Set WshShell = WScript.CreateObject("WScript.Shell")


- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[cgogan13]

I'm getting the same error with that line changed. I copied this from your thread on this a few years back. What is the reason for forcing it to run only every 5 seconds?

Also, do you have any thoughts on running the script right from CMS itself, and writing the data to a file off server?

Thanks

 

[Stinney]

If I remember correctly the delay was built in to allow the files to be written and the html that we built to display on the call center monitors to update.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Stinney]

Can you repost your entire script, the error you're getting and for what line?

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[cgogan13]

ok, thanks.

Do you know if the acs auto script has to live in the CMS Supervisor file path of the user running it or could it be somewhere else on the Windows server?

 

[cgogan13]

It's confounding because now it stops running when I log off the server, so odd. I think the report engine stops running. I'm going to try this on a different Windows server and see if that helps

 

[Stinney]

The script can be saved in any directory.

Did you follow the instructions that were attached to the referenced thread on how to setup the report to run? It covers how to keep the report running when the users required are not logged in. I've included it here.







- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[cgogan13]

I'm pretty sure I've done all of this (except the host file), but I'll double check. I installed it all on a new server, and it ran for a while but then stopped. I'm pretty certain that something is filling up or maxing out and preventing it from continuing to run. Here is some data from the log file. It's creating a ton of cvsApplication instances, and seems to max out around 9894

11-10-2020 16:24:21 Create the MsngrX control
11-10-2020 16:24:21 Get settings from registry
11-10-2020 16:24:21 'cvsApplication' instance 9887 created
11-10-2020 16:24:21 g_nAppInstCount=2
11-10-2020 16:24:22 Report for ACD 1 started: Real-Time; Designer; EWT Only
11-10-2020 16:24:22 Create the MsngrX control
11-10-2020 16:24:22 Get settings from registry
11-10-2020 16:24:22 'cvsApplication' instance 9888 created
11-10-2020 16:24:22 g_nAppInstCount=2
11-10-2020 16:24:22 Create the MsngrX control
11-10-2020 16:24:22 Get settings from registry
11-10-2020 16:24:22 'cvsApplication' instance 9889 created
11-10-2020 16:24:22 g_nAppInstCount=2
11-10-2020 16:24:22 Split/Skill: 5
11-10-2020 16:24:22 Create the MsngrX control
11-10-2020 16:24:22 Get settings from registry
11-10-2020 16:24:22 'cvsApplication' instance 9890 created
11-10-2020 16:24:22 g_nAppInstCount=2
11-10-2020 16:24:22 Report data exported to D:\Widget\CMS.txt
11-10-2020 16:24:23 Create the MsngrX control
11-10-2020 16:24:23 Get settings from registry
11-10-2020 16:24:23 'cvsApplication' instance 9891 created
11-10-2020 16:24:23 g_nAppInstCount=2
11-10-2020 16:24:23 Create the MsngrX control
11-10-2020 16:24:23 Get settings from registry
11-10-2020 16:24:23 'cvsApplication' instance 9892 created
11-10-2020 16:24:23 g_nAppInstCount=2
11-10-2020 16:24:24 Report for ACD 1 started: Real-Time; Designer; EWT Only
11-10-2020 16:24:25 Unable to complete the requested operation. Please try again or contact Technical Support.

Error: 5 VB error (5) Invalid procedure call or argument
Location: REngine:LoadDrillDownMenus:55
11-10-2020 16:24:25 Create the MsngrX control
11-10-2020 16:24:25 Get settings from registry
11-10-2020 16:24:25 'cvsApplication' instance 9893 created
11-10-2020 16:24:25 g_nAppInstCount=2
11-10-2020 16:24:25 Create the MsngrX control
11-10-2020 16:24:25 Get settings from registry
11-10-2020 16:24:25 'cvsApplication' instance 9894 created
11-10-2020 16:24:25 g_nAppInstCount=2
11-10-2020 16:24:25 Split/Skill: 5

 

[cgogan13]

I found this in another log:

11\10\20 16:24:20 SMServerDetach Entering SMServerDetach:
11\10\20 16:24:20 SMServerDetach SMServerDetach: pSMServer was not NULL
11\10\20 16:24:20 SMServerDetach SMServerDetach: pSMUser was not NULL
11\10\20 16:24:21 LogWrite Class_Initialize cvsReport
11\10\20 16:24:21 LogWrite acsRep PID 6184
11\10\20 16:24:23 SMServerDetach Entering SMServerDetach:
11\10\20 16:24:23 SMServerDetach SMServerDetach: pSMServer was not NULL
11\10\20 16:24:23 SMServerDetach SMServerDetach: pSMUser was not NULL
11\10\20 16:24:23 LogWrite Class_Initialize cvsReport
11\10\20 16:24:23 LogWrite acsRep PID 8172
11\10\20 16:24:25 CDList:opHeadWait Counter timeout - returning index ZER0. Timeout: 750
11\10\20 16:24:25 CHList::Alloc Out of Hlinks so cannot split new link. Required Size: 328 Largest available: 96277034
11\10\20 16:24:25 CHList::Alloc Cannot allocate SM Index! Will run with index ZER0. Size required: 328
11\10\20 16:24:25 CMem::Alloc Unable to allocate shared memory. Tried to alloc size: 328
11\10\20 16:24:25 CMem::Alloc Returning NULL index.
11\10\20 16:24:25 CMem::Alloc Returning invalid index.
11\10\20 16:24:25 CMem::Alloc Returning index: 0
11\10\20 16:24:25 SMTableCreate Failed to allocate shared memory for table.
11\10\20 16:24:25 SMTableCreate need to alloc lHeader: 64
11\10\20 16:24:25 SMTableCreate need to alloc lFixed: 0
11\10\20 16:24:25 SMTableCreate need to alloc lVariant: 208
11\10\20 16:24:25 SMTableCreate need to alloc lTable: 56
11\10\20 16:24:25 LoggingSuspendCheck Logging temporarily suspended for this process due to low handle count. Free count less than 30
11\10\20 16:24:27 CDList:opHeadWait Counter timeout - returning index ZER0. Timeout: 750
11\10\20 16:24:27 CHList::Alloc Out of Hlinks so cannot split new link. Required Size: 32 Largest available: 96277034
11\10\20 16:24:27 CHList::Alloc Cannot allocate SM Index! Will run with index ZER0. Size required: 32
11\10\20 16:24:27 CMem::Alloc Unable to allocate shared memory. Tried to alloc size: 30
11\10\20 16:24:27 CMem::Alloc Returning NULL index.
11\10\20 16:24:27 CMem::Alloc Returning invalid index.
11\10\20 16:24:27 CMem::Alloc Returning index: 0
11\10\20 16:24:27 SMAlloc Alloc failed, returned NULL/Invalid: required size: 30

 

[Stinney]

I took the script you previously posted and changed it to run reports from my CMS and it's working without issue, which is aggravating because it doesn't point me towards anything that is wrong with your script.

I did notice that the sleep lines are not working and don't actually pause the script at all. I read some forums on this and other people are doing similar things that you did to run an external vbs to sleep the loop. Security on my side won't let me create and run vbs files that are not vetted and approved by security, so I can't test it.

Here is one of the forums where they talk about using the external vbs to sleep the script:

https://www.iaug.org/connect/chapte...unityKey=2165e05c-8fac-4090-95d9-f75fb15b0ddb

When you run the report on your sever, can you open a task manager and see if multiple instances of the application or report are being created or do you see that when it no longer is working? When I run the script (without CMS Supervisor running) I get the acsAPP, ACScript, ACSSRV, ACSTrans and acss_ssh. The only thing that starts and then stops is the acsRep each time the script loops.



- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Stinney]

Curious to know if you've had any success.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius