Ipocc Archiving En
-
Upload
marthagutnara -
Category
Documents
-
view
25 -
download
2
Transcript of Ipocc Archiving En
Using IP Office Contact Center Archiving
Release 9.0.2Issue 1.0
February 2014
© 2013 Avaya Inc. All Rights Reserved.
Notice
While reasonable efforts have been made to ensurethat the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organizationof such changes.
Documentation disclaimer
"Documentation" means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions,or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants, and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work allthe time and has no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on itshardware and Software ("Product(s)" ). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding supportfor this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website:
http://support.avaya.com
Please note that if you acquired the Product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. "Software" means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or pre-installed on hardware products, and any upgrades, updates, bug fixes, or modified versions.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLEON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING ORSELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER", AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE "AVAYA".
Avaya grants you a license within the scope of the license types described below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users.
License type(s)
Designated System(s) License (DS). End User may install and use each copy of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server.
Copyright
Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.
Virtualization
Each vAppliance will have its own ordering code.Note that each instance of a vAppliance must be separately ordered.If the end user customer or Business Partner would like to install2 of the same type of vAppliances, then 2 vAppliances of that typemust be ordered.
Each Product has its own ordering code. Note that each instance of a Product must be separately licensed and ordered. "Instance" means one unique copy of the Software. For example, if the end user customer or Business Partner would like to install 2 instances of the same type of Products, then 2 Products of that type must be ordered.
hird-party components
“Third Party Components” mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements (“Third Party Components”), which contain terms regarding the rights to use certain portions of the Software (“Third Party Terms”). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya’s website at: http://support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components.
Note to Service Provider
The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose.
Preventing Toll Fraud
“Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.
Avaya Toll Fraud intervention
If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com.Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: [email protected].
The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners, and “Linux” is a registered trademark of Linus Torvalds in the U.S. and other countries.
Downloading documents
For the most current versions of documentation, see the Avaya Support website:
http://support.avaya.com
Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product.
For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.
1
ContentsAbout this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Target audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Second-level UMR Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Archie archiving process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5What is multi-level archiving? . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Properties of second-level archiving . . . . . . . . . . . . . . . . . . . . . . . . 6Error messages second-level archiving . . . . . . . . . . . . . . . . . . . . . . 7
Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Which prerequisites must be met by the source and target database? . . . . . 8Which settings do you have to take into account for sending faxes? . . . . . . 9How is the data stored in the target database? . . . . . . . . . . . . . . . . . . 9Which criteria have to be met by the data records to be archived or deleted? . 10
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Where is the configuration stored?. . . . . . . . . . . . . . . . . . . . . . . . . 11Which values can be found in the rod.ini file?. . . . . . . . . . . . . . . . . . . 11
Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12UMR administrator: Scheduler and archiving process . . . . . . . . . . . . . . 12Prerequisites for the display of archiving and delete jobs . . . . . . . . . . . . 12Creating and processing archiving jobs . . . . . . . . . . . . . . . . . . . . . . 13Activating/deactivating archiving/delete jobs . . . . . . . . . . . . . . . . . . . 15Duplicating archiving/delete jobs. . . . . . . . . . . . . . . . . . . . . . . . . . 15Creating and processing delete jobs . . . . . . . . . . . . . . . . . . . . . . . . 16
Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Do you have to archive?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18What happens if the database is full? . . . . . . . . . . . . . . . . . . . . . . . 18How often do we recommend archiving? . . . . . . . . . . . . . . . . . . . . . 18One-time archiving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Cyclic archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Archiving not working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2
About this manual
3
About this manual
This manual contains information about installing and configuring an archiving database as well as information about second-level archiving.
This document does not provide information on the installation and configuration of a IP Office Contact Center system with UMR.
Target audience
This manual is intended for experienced database administrators who want to set up and configure an archiving database (second-level archiving) for the UMR. A sound knowledge of database technology is a prerequisite: SQL databases, ODBC drivers. The database administrators must be capable of adapting existing DDL scripts to the particular needs of a company and of writing dedicated DDL scripts for databases that are not supported. It makes no difference whether you are using this document in printed or online form.
4 IP Office Contact Center Achiving
Second-level UMR Archiving
5
Second-level UMR Archiving
Archie archiving process
Restriction
The IP Office Contact Center-archiving is a technical solution so that the default database (c3k) remains powerful. No longer relevant documents can be stored in a second database. The IP Office Contact Center-archiving is not a long-term archiving tool. For the archive database, there is no level indication, and no automatic backup and no functions for memory overflow.
What is multi-level archiving?
The IP Office Contact Center UMR component works with documents stored in a runtime database. These documents can be archived in various levels once they have been completely processed.
• First-level archiving
• Second-level archiving
First-level archiving
Completed documents will be displayed in the folder Completed. You can identify in the UI internal documents (Right click - Archive). This marked documents are displayed in the folder Completed. The documents are stored in the database C3K.
Second-level archiving
The present UMR Archiving Manual only describes second-level archiving.
At the second level of archiving the documents are stored in a second database. The archiving is done by the Archie archiving process. Archie is a Reporting on Demand (RoD) process of C3000.
Why is a second database needed for archiving?
A second database (archiving database) is needed for the following reasons:
• Since the runtime database (first-level archiving) grows too large and can no longer be handled efficiently it is necessary to store (archive) the data in a second database at certain intervals.
• A second database (second-level archiving) can make the data access by customer applications easier.
6 IP Office Contact Center Achiving
Which databases can be used for second-level archiving?
In principle, any ODBC-capable database can be used. However, due to the different behavior of ODBC databases of different suppliers only the following databases have been supported so far:
• Sybase 12.5
• MS SqlServer 2000
• Oracle (as of 9i)
For further information on the availability of other databases, please refer to your account manager at Avaya.
Can you start second-level archiving from the UMR Administrator?
Archiving can be started cyclically via the UMR Administrator.
You will find a detailed description in “Operation” on page 12.
Can you access externally stored archive data from the UMR system?
If you use Sybase for the archived data, then you can use the following functions in the UI in the folder Archive.
• View ArchiveNote long load times for large data set.
• Filter by Archive
• Print the document from the archiveYou can not edit a document in the archive.
Properties of second-level archiving
Second-level archiving provides you with the following features:
• Deleting the documents from the runtime database
• Writing the documents to an archiving database Parallel to that, deleting the documents from the runtime database
• Starting the delete/archiving jobs using the Scheduler. For further information please refer to chapter “UMR administrator: Scheduler and archiving process” on page 12.
Second-level UMR Archiving
7
Error messages second-level archiving
If an archiving or delete job cannot be processed, this information is passed on to the scheduler with an error code. This is complemented by a technical error message (partially forwarded original message of the faulty component) in English which can be displayed in the UMR Administrator. The interfaces also show the status of the last job that was completed.
Archiving or delete job failed
If an archiving or delete job failed it will not be repeated. Instead, the application will wait for the next periodic job.
Error messages
Detailed error messages are written in TTrace. If required you can set up a warning behavior using TTrace.
More detailed information about TTrace can be found in the Installation and Configuration TTrace manual.
8 IP Office Contact Center Achiving
Basics
The archiving process transports data from the runtime database into an archiving database.
The archiving database can be located on the same database server or on another one.
Which prerequisites must be met by the source and target database?
The following prerequisites must be met by the source and target database.
• The source database must be Sybase ASE 12.5.x.
• The target database must offer ODBC as an interface for writing data records. INSERT instructions are used and BLOBS or TEXT columns are inserted. The required tables are created in the Sybase database during installation of UMR. For Microsoft SqlServer 2000 and Oracle 9i, DDL scripts are generated during installation. These DDL scripts can be found in the following directory after installation:<Installations directory for ROD>/ArchiveDDL
As a database administrator you might have to adapt these DDL scripts to local conditions (see comments at the beginning of the DDL scripts) and then use them on the desired database.
For information about installing Sybase, refer to Deploying IP Office Contact Center.
Second-level UMR Archiving
9
Which settings do you have to take into account for sending faxes?
Note the following settings for sending faxes.
• If you archive all the binary files of the fax graphics you will need a lot of memory and the system will be exposed to heavy load.
• If you do not archive the binary files of the fax graphics the faxes you sent will no longer be available later on.
When configuring this parameter you have to decide which of these two aspects shall take precedence over the other.
You configure the CopyCachedFaxPages entry in the rod.ini in the <Rod directory>/ini directory.
For further information on the rod.ini file please refer to Kapitel „Configuration“ on page 11.
How is the data stored in the target database?
The following source data is stored.
• C3K_DOCUMENT
• C3K_DOCPROP
• C3K_DOCUMENT_INDEX
• C3K_CONFIG_DOCINDEX
• C3K_REQUEST
• C3K_USER
• C3K_USER2
In the target database the data is stored in the following tables:
• C3K_DOCUMENT_ARCHIVE
• C3K_DOCPROP_ARCHIVE
• C3K_DOCUMENT_INDEX_ARCHIVE
• C3K_CONFIG_DOCINDEX_ARCHIVE
• C3K_REQUEST_ARCHIVE
• C3K_USER_ARCHIVE
• C3K_USER2_ARCHIVE
If you Then set CopyCachedFaxPages to
Want to save the fax graphic created by a transmitted fax as a binary file in the archive database.
ON
Do not want to save the fax graphic created by a transmitted fax in the archive database.
OFF (default)
10 IP Office Contact Center Achiving
Which criteria have to be met by the data records to be archived or deleted?
The following criteria must be met:
• All the documents that belong to one task are always archived or deleted together. This process revolves around the main document. The main document is the document that initiates the whole process. It is the document with the earliest time of creation.
• The main document must meet the following criteria:
- The document is archived in the archived state.This guarantees that only Call Center messages are archived.
- The document was created before a given time.
Second-level UMR Archiving
11
Configuration
Where is the configuration stored?
The configuration of delete and archiving jobs is saved in Reporting on Demand (RoD) ini files.
Path for rod.ini for Microsoft Windows 2008 R2
C:\ProgramData\Avaya\IP Office Contact Center\Unified Media Archiving\ini
To show the path, set the option Show hidden files, folders, and drives in the explorer.
Path for rod.ini for Microsoft Windows 2012
C:\ProgramData\Avaya\IP Office Contact Center\Unified Media Archiving\ini
Which values can be found in the rod.ini file?
The following table contains values that can be found in the rod.ini file in the [Archie] section.
You can change these values if necessary.
Change Possible values Description Default
EnableUMR ON, OFF If ON, the document archiving/deletion is activated.
ON
ArchiveDocuments ON, OFF If OFF, the documents will not be archived before they are deleted.
ON
DeleteArchivedDocuments
ON, OFF If OFF, deletion of moved data is suppressed (to be used for testing purposes only).
ON
CopyCachedFaxPages ON, OFF If ON, the fax pages (binary files) stored in the database will be archived.
OFF
ArchDestUsername DB user name User name in the target database.
c3k_archive
ArchDestPwd DB password(encrypted)
Encrypted password in the target database.
LamZA:
ArchDestOdbcDriver ODBC driver name Name of the ODBC driver that can be used for the target database.
-
ArchDestOdbcConnect ODBC-Connectstring ODBC-Connectstring leaving out the user and password.
-
12 IP Office Contact Center Achiving
Operation
UMR administrator: Scheduler and archiving process
Database entries can can be deleted or archived. To do this, you can use archiving and delete jobs. The execution of archiving and delete jobs is scheduled. This is controlled by means of the Scheduler, that works in the background and is operated using the settings on the tabs described below.
In order to carry out archiving functions click on the Archive/Delete page in WebAdmin. The following tabs will be displayed.
• Archiving UMR documents
• Delete UMR documents
Recommendations
Since the information on these two tabs is not updated automatically we recommend that you click on the Update button whenever changes are to be expected.
For high message volume, we recommend that the archiving job be performed when operations are slow.
Default
The Scheduler receives a standard archiving job following the installation of the UMR in the IP Office Contact Center. This standard archiving job (once a week, on Sunday at 2.00 am) is meant to be an example and can be changed at any time.
Prerequisites for the display of archiving and delete jobs
You must have the privilege of UMR Administrator in order to display and process archiving jobs and delete jobs.
Second-level UMR Archiving
13
Creating and processing archiving jobs
How do you create an archiving job?
Proceed as follows to create a archiving job.
1. In the UMR Administrator, click the Archive/delete page.
2. Click on the Archive UMR documents tab.
3. Click on the the Add button. An area is displayed with default settings for mode, time.
4. Select a mode.
5. Enter a time for starting and ending. To do this, enter a date and time in the Start and End field. You can also enter the date by clicking on the ... button and clicking on the required day in the calendar. The Start field contains the current date and time by default.
6. Enter a period of time in the All documents older than field and select a unit (minutes, hours, days, weeks, months, years) from the list box.The default value is 1 day.All documents older than the period of time before the start will be archived. You can see this in the All documents before the column.Example: Start 01.12.05, Period of time: 3 months.Everything before 01.09.05 will be archived.
7. Activate the archiving job. For further information please refer to the Kapitel „How do you activate an archiving/delete job?“ on page 15
8. Decide whether you want to save or discard the changes.
9. Confirm the archiving job by clicking the green check mark. The archiving job is added to the list of archiving jobs. Discard the archiving job by clicking the red cross.
Which statuses can an archiving job take on?
An archiving job can take on one of the following four statuses.
The status of an archiving job is displayed in the Status column.
Mode Explanation
once The archiving is only completed once.
repeat after The archiving job is completed at regular intervals (cyclic archiving). Enter a number in the field and select a unit from the list box (minutes, hours, days, weeks, months).
Status Explanation
disabled The archiving job is not enabled and will not be completed.
ready The archiving job is ready and will be completed at the set time.
executing The archiving job is just being executed.
OK The archiving process has been completed.
14 IP Office Contact Center Achiving
Which icons can be displayed in the Previous Execution column?
The Previous Execution column can display the following icons. Icons in red mean error messages and are displayed with the corresponding date and time.
How do you create an archiving job?
Proceed as follows to change an archiving job:
1. Select the archiving job from the list and click on the corresponding pencil. The editable area is displayed.
2. Enter the changes.
3. Click on the green check mark to save your changesorclick on the red cross to discard the changes.
How do you delete an archiving job?
Proceed as follows to delete a archiving job.
1. Select the archiving job from the list and click on the corresponding Deleted icon. You are asked whether you want to delete the archiving job.
2. Click on OK to delete the archiving joborclick on Cancel, the job will not be deleted.
Color Explanation
Green previous execution o.k. [Previous Execution OK]
red System errorError in previous execution[System Error in previous execution]
red Parameter errorError in previous execution[Parameter Error in previous execution]
Note The archiving job will be deleted permanently, i.e. it cannot be restored.
Second-level UMR Archiving
15
Activating/deactivating archiving/delete jobs
How do you activate an archiving/delete job?
After creating or editing an archiving/delete job you must enable it for execution.
Complete the following steps:
1. Click on the pencil icon next to the archiving/delete job. The activate check box is displayed.
2. Activate this check box.
The archiving/delete job is now activated.
How do you deactivate an archiving/delete job?
If an active archiving/delete job shall no longer be executed you must deactivate it.
Complete the following steps:
1. Click on the pencil icon next to the archiving/delete job. The activated activate check box is displayed.
2. Deactivate this check box.
The archiving/delete job is now deactivated.
Duplicating archiving/delete jobs
How do you duplicate an archiving/delete job?
You can duplicate an existing job and then adapt it to your needs so as to avoid having to do all the settings manually for each new job.
Complete the following steps:
1. Click on the pencil icon next to the job you want to duplicate. The job switches to the processing mode.
2. Click on the Duplicate button. The job is duplicated and is displayed directly under the original job.
3. Edit the duplicated job as required.
16 IP Office Contact Center Achiving
Creating and processing delete jobs
How do you create an archiving job?
Complete the following steps:
1. In the UMR Administrator, click the Archive/delete page.
2. Click on the Delete UMR documents tab.
3. Click on the Add button.
4. An area is displayed with default settings for mode, time.
5. Select the mode.
6. Enter a time for starting and ending. To do this, enter a date and time in the Start and End field. You can also enter the date by clicking on the ... button and clicking on the required day in the calendar. The Start field contains the current date and time by default.
7. Enter a period of time in the All documents older than field and select a unit (minutes, hours, days, weeks, months) from the list box.The default value is 1 day.All documents older than the period of time before the start will be deleted. You can see this in the All documents before the column.Example: Start 01.12.05, Period of time: 3 months.Everything before 01.09.05 will be deleted.
8. Activate the delete job by enabling the check box in the Status column.
9. Click on the green check mark to save your settingsorclick on the red cross to cancel the process.
Mode Explanation
once The deletion is only completed once.
repeat after The deletion is completed at regular intervals (cyclic deletion). Enter a number in the field and select a unit from the list box (minutes, hours, days, weeks, months).
Second-level UMR Archiving
17
Which statuses can a delete job take on?
A delete job can take on one of the following four statuses.
How do you change a delete job?
Complete the following steps:
1. Select the delete job from the list and click on the corresponding pencil. The editable area is displayed.
2. Enter the changes.
3. Click on the green check mark to save your changes orclick on the red cross to discard the changes.
How do you delete a delete job?
Note: The delete job will be deleted permanently, i.e. it cannot be restored.
Complete the following steps:
1. Select the delete job from the list and click on the corresponding Deleted icon. You are asked whether you want to delete the delete job.
2. Click on OK to delete the delete joborclick on Cancel, the job will not be deleted.
Status Explanation
disabled The delete job is not enabled and will not be completed.
ready The delete job is ready and will be completed at the set time.
executing The delete job is just being executed.
OK The delete process has been completed.
18 IP Office Contact Center Achiving
Tips and tricks
This topic explains how to make use of second-level database archiving in the IP Office Contact Center.
Do you have to archive?
Yes. If you never archive the runtime database of the IP Office Contact Center system, it will be full after a certain time.
What happens if the database is full?
In this case, documents can no longer be written to the database. In TTrace you can observe corresponding outputs. If there is not enough space in the database an error message with the number 1105 will be issued in the following way:
Can't allocate space for object '%.*s' in database '%.*s' because '%.*s' segment is full/has no free extents. If you ran out of space in syslogs, dump the transaction log. Otherwise, use ALTER DATABASE or sp_extendsegment to increase size of the segment
You can put a trigger on the corresponding output in TTrace (mind the placeholders) and send an email to the system administrator.
How often do we recommend archiving?
The intervals for archiving your runtime database depend for example on the following factors:
• Number of documents
• Size of the documents
• Size of database
Since these factors can vary considerably from one company to another it is not possible to make a general recommendation.
However, by rule of thumb you should start the archiving process when your runtime database is 75 % full.
Second-level UMR Archiving
19
One-time archiving
The following is an example of a one-time archiving process. Let us assume that we want to start the archiving process on 01.12.05 at 8:00 pm and that we would like to archive all Call Center messages that are older than 3 months. Signal this as follows:
How do you create an archiving job?
Complete the following steps:
1. In the UMR Administrator, click the Archive/delete page.
2. Click on the Archive UMR documents tab.
3. Click on the Add button.
4. An area is displayed with default settings for mode and time.
5. Select the once mode.
6. In the Start field, enter 01.12.05 for the date and 20:00 for the time.
7. Enter the figure 3 in the All documents older than field and select the unit Months from the list box.Now all UMR documents before 01.09.05 will be archived. In order for this to actually happen, you must activate the archiving job. For information on how to activate an archiving job please refer to Kapitel „How do you activate an archiving job?“ on page 19 Afterwards, please return to this place.
8. Click on the green check mark to include the archiving job in your list.
How do you activate an archiving job?
After creating an archiving job you must enable it for execution.
Complete the following steps:
1. Click on the pencil icon next to the archiving job just created. The activate check box is displayed.
2. Activate this check box. The archiving job you have created is thus activated.
20 IP Office Contact Center Achiving
Cyclic archiving
We recommend that you always create a cyclic archiving job for archiving UMR documents. For this purpose a sample archiving job was created in the Scheduler already during setup. During setup you decided whether the sample archiving job was activated or deactivated. Let us assume that you have already activated the sample archiving job during setup.
Let us assume that you want to start the cyclic archiving job on 01.12.05 at 8:00 pm and that you would like to archive all Call Center messages automatically once a month for 12 months until the 01.12.06. You would like for each archiving process only to include the UMR documents that are older than 3 months at the time of the archiving job. Signal this as follows:
1. In the UMR Administrator, click the Archive/delete page.
2. Click on the Archive UMR documents tab. Select the sample archiving job and click on the pencil. An area is displayed with default settings for mode and time.
3. Select the repeat after mode, enter the figure 1 in the field and select the unit Months from the list box.
4. In the Start field, enter 01.12.05 for the date and 20:00 for the time.
5. In the End field, enter 01.12.06 for the date and 20:00 for the time.
6. Enter period of time 3 in the All documents older than field and select the Months unit from the list box.Now all UMR documents that are older than three months will be archived. Since you have already agreed to the activation of the cyclic archiving job during setup the activate check box is already activated.
7. Click on the green check mark to include the archiving job in your list.
8. Your modified cyclic archiving job will be completed as desired from 01.12.05 20:00 until 01.12.06 20:00 on the first of each month at 8:00 pm.
Archiving not working
If the archive does not work, the following instructions may be helpful.
• Check the file rod.ini. May not work the name resolution. Replace the server name with the corresponding IP address.
• Example ArchDestOdbcConnect =Server = 123 123 123 123, Port = 5000; Database = umarchive; Text Size = 131072
• Check the services: Archie Rod, Rod CommadExecuter, Rod Reposerv, Rod Rodomat, Rod scheduler server
• Check for these services the messages in TTrace.
21
Glossary
Archiving database Second-level archiving: Documents are transferred to a second database for storage.
The archiving job is completed by the Archie archiving process. Archie is a Reporting
on Demand (RoD) process. The archiving database is needed because over time the
runtime database is growing too big and because data access by customer applications
will be made easier with a second database.
DB server The DB server administers the IP Office Contact Center system configuration.
DDL scripts DDL scripts are database scripts in which it is defined how the database is to be
constructed.
DNS DNS (Domain Name System) is a standard name service for Internet and TCP/IP.
Using the DNS service client computers can register and resolve DNS domain names
in the network. These names are used for searching for and accessing resources which
are available on other computers in your own or in other networks, for example on the
Internet.
Domain A domain is a group of computers that are part of a network and use a shared directory
database. A domain is organized in levels and is managed as a single unit using shared
rules and procedures. Each domain has a unique name.
On the Internet domains are defined by means of an IP address. All devices that share
the use of part of the IP address are in the same domain. In an Internet address the
domain is generally the word or the number that describes the type of owner of the
address, e.g. .com or .org
See also IP address
HTTP HTTP stands for hypertext transport protocol. HTTP is a general, status-less,
object-oriented protocol for data transfer within the framework of the World Wide Web
(WWW).
IP IP stands for Internet Protocol. It is used to address and fragment data and transmit this
data to the recipient. It is a 32-bit address that is used to identify a node in an integrated
IP network. A unique IP address consisting of a network identifier and a host identifier
must be assigned to each node in an IP network. This address is normally transmitted
in dotted decimal point format, in which case the decimal value of each group of eight
digits is separated by a point, for example 192.168.7.27.
LAN LAN stands for Local Area Network. A LAN is a group of computers, which are
interconnected in a network.
LNA server The LNA server records changes in the database and informs the relevant processes of
these changes.
Glossary
22 IP Office Contact Center Achiving
Mailboxes Mailboxes for topics/agents are provided by the IP Office Contact Center. The
mailboxes are displayed in the UMR WebClient as mailbox folders (these are tabs).
ODBC ODBC stands for Open DataBase Connectivity (Open Database Connectivity) and is a
database driver, and therefore provides a programming interface (API) that enables a
programmer to develop his application irrespective of the database server used (the
database). The technology makes it possible to integrate data from any applications
into a database system. This interface was originally developed for Microsoft Access,
but in the mean time has also been adopted by other software manufacturers. ODBC
has since been established as the standard in many fields.
Modern programming environments (e.g. Borland Builder) use ODBC to enable
uncomplicated access to a wide range of different database management systems
(using ready-made data-sensitive control elements). Data access is never made
directly to a table or a database, but always via the corresponding (ODBC) component!
Using ODBC it is possible to access any local or remote data source.
Classes that define methods for handling the data resources from different database
systems are available for object-oriented programming languages (e.g. C++). The
programmer no longer needs to worry about any database-specific details.
PDF PDF stands for Portable Document Format.
Runtime database First-level archiving: Documents can can be archived using the UMR WebClient. These
documents can be accessed from the UMR WebClient. They behave similarly to as yet
unarchived documents. This is achieved by giving the documents in the runtime
database an archive flag.
SMTP SMTP stands for Simple Mail Transfer Protocol and is a layer-four protocol (application
layer) in the OSI layer model. It is used to send email to an Internet Service Provider's
(ISP) SMTP server and from there on over the Internet to the recipient's mailbox. In this
way, other SMTP servers can be used as intermediate stations.
UMR WebClient The UMR WebClient is a web-based processing interface component of the UMR
system.
An agent can use the UMR WebClient to log into or out of the UMR system and to read
and process documents (email/fax/SMS). The supervisor can also view agent mailbox
folders and delegate/delete documents.
UMR UMR stands for Unified Messaging Routing.
IP Office Contact Center Archiving 23
Index
Index
Symbols[Archie] . . . . . . . . . . . . . . . . . . . . . . .11
Numerical1 . . . . . . . . . . . . . . . . . . . . . . . . . 21
Aactivate
Archiving job . . . . . . . . . . . . . . . . . . 15Delete job . . . . . . . . . . . . . . . . . . . 15
Add (button) . . . . . . . . . . . . . . . . . . .13, 19Adding a word
Button . . . . . . . . . . . . . . . . . . . . . 16All data before the (column) . . . . . . . . . . . . 19All documents before the
(Column) . . . . . . . . . . . . . . . . . 13, 16, 19All documents older than
(Field) . . . . . . . . . . . . . . . . 13, 16, 19, 20ArchDestOdbcConnect . . . . . . . . . . . . . . . .11ArchDestOdbcDriver . . . . . . . . . . . . . . . . .11ArchDestPwd . . . . . . . . . . . . . . . . . . . .11ArchDestUsername . . . . . . . . . . . . . . . . .11Archie
Archiving process. . . . . . . . . . . . . . . . . 5Archie archiving process . . . . . . . . . . . . . . . 5Archive flag . . . . . . . . . . . . . . . . . . . . 22ArchiveDocuments . . . . . . . . . . . . . . . . . .11Archiving
cyclic . . . . . . . . . . . . . . . . . . . .13, 20first-level . . . . . . . . . . . . . . . . . . . 5, 22second-level . . . . . . . . . . . . . . . . . 5, 21
Archiving database. . . . . . . . . . . . . . . . . . 8Archiving job
activate . . . . . . . . . . . . . . . . . . . . 15Deactivate . . . . . . . . . . . . . . . . . . . 15Delete them . . . . . . . . . . . . . . . . . . 14duplicating . . . . . . . . . . . . . . . . . . . 15PIN . . . . . . . . . . . . . . . . . . . . . . 14Prerequisite . . . . . . . . . . . . . . . . . . 12Start . . . . . . . . . . . . . . . . . . . 13, 19, 20Status . . . . . . . . . . . . . . . . . . . . . 13Stop . . . . . . . . . . . . . . . . . . . . .13, 20
Archiving jobscreating . . . . . . . . . . . . . . . . . . . . 13
edit . . . . . . . . . . . . . . . . . . . . . . . 13Scheduler. . . . . . . . . . . . . . . . . . . . . 6
Archiving process. . . . . . . . . . . . . . . . . 8, 12Archiving UMR documents
(Tab) . . . . . . . . . . . . . . . . . . 13, 19, 20Archiving⁄Deleting
(page in WebAdmin). . . . . . . . . . . 13, 19, 20Page . . . . . . . . . . . . . . . . . . . . . . 16
ASA . . . . . . . . . . . . . . . . . . . . . . . . 21
BButton
Adding a word. . . . . . . . . . . . . . 13, 16, 19Refreshing views . . . . . . . . . . . . . . . . 12
CC3K_CONFIG_DOCINDEX . . . . . . . . . . . . . . 9C3K_DOCPROP . . . . . . . . . . . . . . . . . . . 9C3K_DOCUMENT . . . . . . . . . . . . . . . . . . 9C3K_DOCUMENT_INDEX . . . . . . . . . . . . . . 9C3K_REQUEST . . . . . . . . . . . . . . . . . . . 9Client computer . . . . . . . . . . . . . . . . . . 21Column
All data before the . . . . . . . . . . . . . . . . 19All documents before the. . . . . . . . . 13, 16, 19Previous Execution . . . . . . . . . . . . . . . 14
Configuration. . . . . . . . . . . . . . . . . . . . 11CopyCachedFaxPages . . . . . . . . . . . . . . . 11
ON . . . . . . . . . . . . . . . . . . . . . . . . 9creating
Delete job. . . . . . . . . . . . . . . . . . . . 16Cyclic archiving. . . . . . . . . . . . . . . . . . . 20cyclic archiving . . . . . . . . . . . . . . . . . . . 13cyclic deletion . . . . . . . . . . . . . . . . . . . 16
DDatabase entries . . . . . . . . . . . . . . . . . . 12DB password encrypted. . . . . . . . . . . . . . . 11DB user name . . . . . . . . . . . . . . . . . . . 11Deactivate
Archiving job . . . . . . . . . . . . . . . . . . 15Delete job. . . . . . . . . . . . . . . . . . . . 15
Deletecyclic . . . . . . . . . . . . . . . . . . . . . . 16
Delete job
24 IP Office Contact Center Archiving
Index
activate . . . . . . . . . . . . . . . . . . . . 15creating . . . . . . . . . . . . . . . . . . . . 16Deactivate . . . . . . . . . . . . . . . . . . . 15Delete them . . . . . . . . . . . . . . . . . . 17duplicating . . . . . . . . . . . . . . . . . . . 15PIN . . . . . . . . . . . . . . . . . . . . . . 17Prerequisite . . . . . . . . . . . . . . . . . . 12Start . . . . . . . . . . . . . . . . . . . . . . 16Stop . . . . . . . . . . . . . . . . . . . . . . 16
Delete jobsScheduler . . . . . . . . . . . . . . . . . . . . 6
Delete themArchiving job . . . . . . . . . . . . . . . . . . 14Delete job . . . . . . . . . . . . . . . . . . . 17
Delete UMR documents(Tab). . . . . . . . . . . . . . . . . . . . . . 16
DeleteArchivedDocuments . . . . . . . . . . . . . .11Deleting the documents
from the runtime database. . . . . . . . . . . . . 6Directory database. . . . . . . . . . . . . . . . . 21disabled (status) . . . . . . . . . . . . . . . . .13, 17DNS (Domain Name System). . . . . . . . . . . . 21DNS domain names . . . . . . . . . . . . . . . . 21DNS service . . . . . . . . . . . . . . . . . . . . 21duplicating
Archiving job . . . . . . . . . . . . . . . . . . 15Delete job . . . . . . . . . . . . . . . . . . . 15
EEnableUMR . . . . . . . . . . . . . . . . . . . . .11encrypted
DB password . . . . . . . . . . . . . . . . . . .11End (archiving job)
Field . . . . . . . . . . . . . . . . . . . . .13, 20End (delete job)
Field . . . . . . . . . . . . . . . . . . . . . . 16Error code . . . . . . . . . . . . . . . . . . . . . . 7
Scheduler . . . . . . . . . . . . . . . . . . . . 7Error in previous execution
Parameter error . . . . . . . . . . . . . . . . 14System error . . . . . . . . . . . . . . . . . . 14
Error messagesSecond-level archiving . . . . . . . . . . . . . . 7
executing (status) . . . . . . . . . . . . . . . .13, 17
FField
All documents older than . . . . . . . 13, 16, 19, 20End
Archiving job . . . . . . . . . . . . . . . . 13Start . . . . . . . . . . . . . . . . . 13, 16, 19, 20Stop . . . . . . . . . . . . . . . . . . . . .16, 20
GGlossary . . . . . . . . . . . . . . . . . . . . . . 21
IInternet . . . . . . . . . . . . . . . . . . . . . . 21IP address . . . . . . . . . . . . . . . . . . . . . 21
NName
User target database . . . . . . . . . . . . . . 11
OODBC driver . . . . . . . . . . . . . . . . . . . . 11ODBC driver name . . . . . . . . . . . . . . . . . 11ODBC-Connectstring . . . . . . . . . . . . . . . . 11OK (status). . . . . . . . . . . . . . . . . . . 13, 17once . . . . . . . . . . . . . . . . . . . . . . 13, 16Open Database Connectivity . . . . . . . . . . . . 22
PPage
Archiving⁄Deleting . . . . . . . . . . 13, 16, 19, 20Parameter error . . . . . . . . . . . . . . . . . . 14PIN
Archiving job . . . . . . . . . . . . . . . . . . 14Delete job. . . . . . . . . . . . . . . . . . . . 17
PrerequisiteArchiving job . . . . . . . . . . . . . . . . . . 12Delete job. . . . . . . . . . . . . . . . . . . . 12
PrerequisitesSource database . . . . . . . . . . . . . . . . . 8Target database. . . . . . . . . . . . . . . . . . 8
Previous Execution (column) . . . . . . . . . . . . 14previous execution o.k. . . . . . . . . . . . . . . . 14Properties
Second-level archiving. . . . . . . . . . . . . . . 6
Rready (status) . . . . . . . . . . . . . . . . . 13, 17repeat after. . . . . . . . . . . . . . . . . . . 13, 16rod.ini . . . . . . . . . . . . . . . . . . . . . . . 11Runtime database . . . . . . . . . . . . . . . . . . 8
Sscheduled . . . . . . . . . . . . . . . . . . . . . 12Scheduler . . . . . . . . . . . . . . . . . . . . 7, 12
IP Office Contact Center Archiving 25
Index
Archiving jobs . . . . . . . . . . . . . . . . . . 6Delete jobs . . . . . . . . . . . . . . . . . . . . 6
Second-level archivingError messages . . . . . . . . . . . . . . . . . 7Properties . . . . . . . . . . . . . . . . . . . . 6UMR WebClient . . . . . . . . . . . . . . . . . 6
Second-level UMR Archiving . . . . . . . . . . . . . 5Simple Mail Transfer Protocol. . . . . . . . . . . . 22Standard archiving job . . . . . . . . . . . . . . . 12Standard name service. . . . . . . . . . . . . . . 21Start (archiving job)
Field . . . . . . . . . . . . . . . . . . . 13, 19, 20Start (delete job)
Field . . . . . . . . . . . . . . . . . . . . . . 16Status
Archiving job . . . . . . . . . . . . . . . . . . 13disabled . . . . . . . . . . . . . . . . . . .13, 17executing . . . . . . . . . . . . . . . . . .13, 17OK. . . . . . . . . . . . . . . . . . . . . .13, 17ready . . . . . . . . . . . . . . . . . . . .13, 17
Store dataTarget database . . . . . . . . . . . . . . . . . 9
Sybase ASE 12.5.x . . . . . . . . . . . . . . . . . 8System error. . . . . . . . . . . . . . . . . . . . 14
TTab
Archiving UMR documents . . . . . . . . 13, 19, 20Delete UMR documents . . . . . . . . . . . . . 16
Target database . . . . . . . . . . . . . . . . . . .11Store data . . . . . . . . . . . . . . . . . . . . 9
TCP/IP . . . . . . . . . . . . . . . . . . . . . . 21
UUnified Messaging Router . . . . . . . . . . . . . 22Update (button) . . . . . . . . . . . . . . . . . . 12
WWriting the documents
to the archiving database . . . . . . . . . . . . . 6WWW. . . . . . . . . . . . . . . . . . . . . . . 21
IP Office Contact Center Archiving 26
Index