"NO more locked space on Disk logger"

[naima1]

Hello all:

Our NiceLog-CLS V8.5 was installed the last 2001, since two months ago all the recordings programs were deactivated due the following trouble:
-Logger message :"locked space on disk is 6%", I already tried too many ways of deleting calls or recordings without success. (Coldstar logger, is not activated).

-How can I delete recordings or unlock calls? ( I tried the Unlock tool form the SErver Controler&quot.
- What is happenig with querys? When we do a query on calls recorded on a day, we get just 5 recs, but in the SQL call table theere are 50 or more registers of recorded calls on the same date.

Technicall data: Nice with CLS. on a free seating enviroment, our switch is Nortel Meridian


I will be waiting for your suggetions
Thanks

 

[ChrisLynch]

Hi There,

It sounds a lot to me like a problem with your set-up, more specifically what the logger is set-up to do when the disk is full - and how it archives Data. Try the following :

Login to NICE Administrator, using the "nice" login.

Click on the + Next to "Servers" to collapse this, then again next to "Loggers" to give you a list of loggers. Click on the logger that has stopped recording... NOTE: Click on the actual Voice Logger, not the CLS.

This should load the Logger's configuration. Next click on the "Setup" button on the right, and select the "Automatic Deletion" tab.

The Heading is "Case disk is full" There are 2 Options here :

"Stop Recording Input Channels" or "Delete oldest Audio Segments" You most probably have this set to stop recording, which is the cause of your problems. If this is the case, select "Delete oldesd Audio Segments" and click on "OK".

Now, doing this will cause the oldest audio segments on the logger to be deleted, but this is not a problem if you have your archiving set-up correctly - which if the disk is full I dont think you do.

As you have NICELOG 8.5 installed in 2001, I am assuming that this logger also has 2x DDS3 DAT drives, for archiving purposes - this is how *I* think they should be configured, however your business needs may vary from this.

From the NICE Administrator 'home' screen, click on the "Backup" button at the top of the screen to launch the NICE Backup application. Select the voice logger your require by clicking on it, then click on the "Setup" menu and select "Setup Automatic Archiving".

A Screen will appear giving you various options on how data should be archived. As I said previously, in my OPINION this is the best way to archive your data - but this may not suit your business needs......

In the "Backup Mode" section, select the Mirroring option, and set the mirroring timeout to 15 minutes. Under the "Start writing to the media" section select When the medium is is inserted. Under the "Automatically eject the media" section, select When the medium is full.

Next, on the top of that screen there is an option to select which devices (DAT Drives) to use for Automatic Archiving, if you have 2 Drives, select both of them - if you have 3 drives, only select the first 2 - the 3rd drive can be used for retriving previously archived Data without interrupting the archiving process.

Next, you will see a Tab for each Archiving device, and you are asked to set the "Overwrite period" - this is important if you have a requirement to keep all of the archived call data for a certain period of time. If this is the case, select "do not overwrite the media" then set the time that data should be kept for, for example - 7 years is 84 months. If you have no requirement to keep archived Data, simply set this to "Overwrite any previous media contents".

And thats you sorted ! The system should automatically start archiving once you insert some DDS3 tapes and once some disk space is cleared up, recording should resume - this MAY require a CLS restart, but it should be ok.

One thing i would suggest, DDS3 tapes can be expensive if you use a lot of them... if you have no requiement to keep archived Data, I would simply get 10 tapes and simply rotate them for archiving purposes - assuming you have set the "Overwrite any previous media contents" option.

Hope this helps, let me know how it goes.

Regards,
Chris Lynch
NICE Administrator
TeleTech UK Ltd
mailto:chris.lynch@teletech.com

 

[naima1]

Hi Chris:

Things are going this way:

-"Automatic Delection" was already set to" Delete oldest Audio segments".
-The NICELOG has 1x DDS2 DAT drive.
-It is not possible to set Mirroring option in the Backup Mode section, becuase it is deactivated. The activated options are: Continuous and Channeled Archiving.

If you have more suggetsions I`ll thankfull.


Naima

 

[ChrisLynch]

Ok, in that case - I would set it to continuous archiving.

Regarding locked calls, have you tried running a search in NICE Evaluator from... say the past year for example ? This way you can find locked calls and simply un-lock them ?

Regards,
Chris Lynch
mailto:chris@chrislynch.net

 

[mcopini]

Had this problem at a couple of sites, caused by badly trained supervisors locking all calls like madmen... Remember the only way then was to use the Unlock tool in the server controller and whoop some Supervisors butts...but there was a 'but' with the Unlock Tool. Lemmelookitup.


Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[naima1]

hello

I`m still with my NICE trouble, about your questions I have to tell you that I already ran a search on Evaluator, and the result was 500 recordings all of them recorded on the February month.(nothing before, or latter NICE programs are inactive since last April and the recording from March were deleted)
-It is imposible to unlock these calls because aparently these are not locked, or delete them due to when I try to do that I get the message "you cannot change recording number xx becuase it is not a QA recording" ( eve if it marked as a QA RECORDING).
- As a result of the continuos archiving, the backup tapes contain recording from 27/7/2002 until 25/2/2003
Although the continuos archiving the alarm " no more locked space" countinues.
Regards

 

[fonchick]

From my Nice Administrator home page, I do not have the option on top to go to the backup...I am running NICE Universe 8.5...What am I missing?

 

[Cti4all]

QA call cleanup in 8.5 may have issues, make sure you have latest CLS SP installed.

All calls recorded, whether QA or not are in the SQL. When you delete calls from Evaluator, you merely unlock them. You cannot unlock non QA calls.

Logger lock flag has 3 states, 0 (unlocked) 1 (QA lock) and 2 (user lock). When you delete from evaluator, you change a 1 to 0 and logger overwrites. If the call is not QA and call remains on logger for a long time, you may have a deadlock.

If you have determined calls remain on logger that are no longer QA on SQL, you can enable coldstart or delete recordings. Coldstart will wipe logger db clean, so use as last resort. Delete recordings can be done from Nice Query application.

To enable this, on a workstation with Nice Applications installed, set the following in the windows registry:

HKEY_CURRENT_USER\Software\Nice Systems\Nice Applications

add a new string value with the name debug21 and the string 1293 for the data value.

Then, launch Query and find the calls that have been orphaned on the logger. Highlight them and select call\delete from the menu.

Caution is wise...you do not want to delete audio for QA calls, this could create other problems.

 

[Cti4all]

fonchick, your comment looks like a new thread.

If no backup access, check user permissions. Also, you must install Nice Applications before Universe on the WS and include the backup option on install.