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Missing Historical Data

Missing Historical Data

Missing Historical Data

We have run across an intermittent issue with our CCMS server (6.2, Win2008) in that every so often it stops processing historical data and dumps the files to an ERROR file instead of the intended DATA file. When we copy the stat files from the ERROR file back to the DATA file and restart the CCMS_HDM service, it processes the data but doesn't post it correctly.

The two files referenced are:
D:\avaya\contact center\manager server\ICCM\data\SDM\stats\error
D:\avaya\contact center\manager server\ICCM\data\SDM\stats\data

Once the CCMS_HDM service is bounced the CURRENT historical stats begin processing correctly, but then I'm stuck with all this unprocessed data and/or data that is processed incorrectly. It has happened twice since the end of August.

Any ideas any one?

Phil, the Phriendly Phone Man

RE: Missing Historical Data

I have had this same problem at 2 differant locations.
If your not at the current service pack you might want to update.

The final fix for me was to update to the latest service pack as well as update the patches in the system.
I have not had the issue since at either location.

RE: Missing Historical Data

Updating to the latest service pack will fix it permanently however I had this fault in an AACC I manage and the temporary fix (the customer didn't want to patch the system) was to restart the HDM service then the data would start to propagate correctly, once the service is running again copy all the files from 'D:\avaya\contact center\manager server\ICCM\data\SDM\stats\error' back into 'D:\avaya\contact center\manager server\ICCM\data\SDM\stats\data' and eventually (it took a few days in my system) they will be propagated into the historical data database.

I heavily suggest keeping a copy of the files in the ‘error’ folder though until you can confirm that the data has propagated into the database correctly, in my system an authorization error (go figure) caused the data to be permanently lost and Avaya has confirmed that there is no way to create any dummy data to fill the void.

Also by default only a period of 3 previous days of data will be kept in the error folder, there is a place to change this setting though.

The Log files for this can be found in the log files folder and are named ‘CCMS_HDMxxxxxx.txt

I have a doco that explains it, you should be able to find it on the avaya support site with the below info:

CCMS Engineering Support Bulletin #0040

Title: Statistical data missing from database tables

WI: wi00933909

RE: Missing Historical Data

We had a similar issue with the Historical Data not getting processed and the HDM service becoming unresponsive. If you are at Rel 6.2 SP6 you will need to apply the following patch to the CCMS server: AACC CCMS Patch which is to correct the issue of the CCMS_HDM service becoming unresponsive. Hope this helps...

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