Service Observe Exceed Max Event Type 1246

[azavayatelcoman]

I am using a third party application to monitor our call center. On occasion we receive wave off tone when we go to monitor a station.This problem is occuring through the CTI and only when a supervisor uses a global plan fro recording a particular VDN. If we were to to a normal plan to schedule a agent recording everything is ok. We are currently using 5.1 software.
My actual event denial i see is 1246 Svc obsrv exceed max 7A2B 3490.

I found a previous thread that was very similar......Can someone help please, I need help very urgent

nym313 (TechnicalUser)
14 May 08 5:20
Hi.

CM 4.01 running on S8720/G650

I have the following problem. Whenever I try to observer certain stations I get the following denial event:
denial event 1246: Svc obsrv exceed max D1=0x8c79 D2=0x10ec

The bigger problem is that this only happens with certain stations and with those stations it is constant so it is definitely not a limitation problem.

We had this problem previously and I applied the latest CM patch (00.1.731.2-14878) because I found a product notice regarding service observing corruption. It turns out that the patch didn't work. Now it is happening with different stations. I'm assuming a restart is going to fix this again but only temporarily.

Has anyone had a similar problem or has an idea what could be causing this?

Thanks for any help or input in Advance!

Thank nym313
for this valuable post!


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definityandcmuk (TechnicalUser)
14 May 08 7:27
status the station you are attempting to observe; check the connected ports as someone else may be observing them

Try installing update 15500 for CM4.0.1

Alternatively there is a new version of CM4 out - 4.0.3, may be worth upgrading to this as there seems to be a lot of bug fixes in it

http://support.avaya.com/elmodocs2/release_notes/ReleaseNotesGA403.pdf

Thank definityandcmuk
for this valuable post!


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[wildcard100001]

It is not possible to Service Observe a DN/Ext twice. Could this be happening in your situation? It reads like it...

So if your call recording application is set to 100%, you would not be able to manually Service Observe an agent or a vdn that is already being observed / who is already on a call. You can beat the application by SO'ing an agent that is not on a call.

Thanks,

Wildcard

 

[azavayatelcoman]

It probably would have helped if I said this problem is sporadic. It does not happen on the same station and the same vdn every time

 

[wildcard100001]

It would be sporadic.... Unless your looking at the call recording application "status screen" you don't know who is already being recorded at the time you use your SO code. You could figure it out via ASA CL as well.

If you have access to the Call recording system, check it to see who is actively being recorded... then try to manually SO them. This would tell you if this is indeed your issue.

As mentioned.. you can't SO a station that is already being SO'd...

Wildcard

 

[billybobdan]

With cm5.1 you can service observe a single object twice. Needs to be enable in system features first though.

 

[AvayaTier3]

Below are the sizes of the software tables for service observing.

/* Group Service Observing Limits */

50 /* maximum # of group observers */
50 /* maximum # of groups to be observed */

change service observe on system-parameters customer-options
added "Allow Two Observers in Same Call? y" on cm4 and higher.

  SERVICE OBSERVING
              Service Observing: Warning Tone? n     or Conference Tone? n
     Service Observing Allowed with Exclusion? y
             Allow Two Observers in Same Call? y

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[azavayatelcoman]

AVAYATier3,

Where do you look at the /* Group Service Observing Limits*/

50 /* maximum # of group observers */
50 /* maximum # of groups to be observed */

As far as allow two observers, I had that enabled. In you above screen shot you have Service Observing Allowed with Exclusion? checked to yes. What does this enablement do.

 

[AvayaTier3]

exclusion means someone with a bridge of your station cannot pick up the bridge and listen to an active call.

With that set, you can service observe someone that activates exclusion.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[azavayatelcoman]

thank you for educating me on that!

So back to my other question, where can I find the Group Service Observing Limits in the pbx. Is this limit a flexable limit or is the limit in 5.1 50

 

[AvayaTier3]

the limit is 50 in all cm versions

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[azavayatelcoman]

So I have a call center with over 2000 agents, with the limit of 50 are you saying I can not to station side monitoring and record with E-talk? I would not be able to service observe each person?

I am using a AES server with cmapi. I have programmed virtual ip stations as my intergration tool to Etalk to service observe my agents