Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Matt Lehrer on January 01, 1970, 12:00:00 AM
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Is anyone else having problems with the AWE locking up on either 5.1.5 or 5.1.6 ISuites? We seem to have to bounce our servers weekly to keep it running..
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Hi,
make sure you run the latest versions. Stability was quite an issue but with the latest 5.1.6 versions you should be fine.
Stefan
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Have you tried customizing AWE?
Tiff
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We are running 5.1.609 and will be upgrading to 5.1.619 and we have NOT customized the AWE. I hope the .619 upgrade helps.. If not we will be moving to 6.0
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FYI There are memory leaks and handle leaks in EmailServer 5.1.630 and 5.1.640. We have 5.1.642 in our dev/test environment now and it appears to be much better. We haven't implemented in production yet.
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We have EmailServer 5.1.630 on some boxes and have seen it cause NT to crash after it is running for about a week. NT crashes with multiple USER32.DLL failures. The only thing that can be done is to reboot the box. We suspect that the memory leaks got so bad that there was not enough heap space left. Have you seen this behavior? We are talking with Genesys Tech support to get their latest hotfix (maybe its 5.1.642).
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Yes, that is indicitive of what we were seeing also. Ask Support for 5.1.642. We don't have 5.1.642 installed in production yet, but we've seen no evidence of memory or handle problems in our dev/test environment and it has been running there for 7 days. Definitely do not get 5.1.640, as it also has a handle leak. Good luck!
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We HAVE had this problem! We were running 5.1.619 and they gave us a hot fix to try to help the situation. It didn't work and they gave us another one to try just recently. I'm at home right now, but I can get the exact version numbers for you from my office if you like. The latest "fix" doesn't really fix anything. Basically, it looks to see if RunInbound or RunOutbound have been running for a given length of time (adjustable, default 10 minutes). If so, it assumes that the process is locked up. It sends a message to the NT Event Log and kills the locked up process. The next time AWE reaches the RunInbound or RunOutbound events, they run normally.
All this "fix" has done is determine when AWE is locked up and prevent us from having to intervene in the situation ourselves. We worked with Jay Derby, Tier 3 support at Genesys.
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We have had instances where AWE appears to be hung. Sometimes we see the RunInbound.exe, RunOutbound.exe or both sitting in task manager. Killing them sometimes fixes the problem and everything runs fine for a while. Other times, if ignored, the CPU eventually gets pegged at 100%. Even after killing all the Genesys processes running in the box, the cpu stays aroung 54%. We don't know if it is a memory leak or whatever. We end up rebooting the box. One of our sites have scheduled reboots every 2 weeks to minimize this problem.
Genesys gave us version 5.1.630 of EmailServer. We are going to try it out in our test box first. I don't know if it will fix the CPU pegging at 100%. Attached is the release note.
Release Notes: Genesys EMail Server Installer 5.1.630
[05/02/01]
HOT FIX FOR EMail Server (AWE)
Restricted Release
--------------------------
This release fixes a bug in the EMail server (AWE).
For unknown reasons, the Inbound and Outbound AWE processes hang
periodically. This prevents email from being processed until
the offending process is terminated. As a workaround, the AWE
has been modified as follows:
A timeout period can be specified using the 'Options | Set
Timeout' menu item. The default period is ten minutes. If an
event cycle has not completed before the timeout period expires,
the AWE writes an error message to the System
Application log and tries to kill the process. If successful,
the email processing will continue normally from that point.
NOTE: Email server has a dependency on Internet Explorer 5.01
(minor version 5.00.29x or higher). This must be installed
in order for this fix to function correctly.
Installation:
Make sure all Internet Suite Components are shutdown. Run
SetupEmServer.exe and follow the prompts.
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That's what we're running, too. We tried it in test for about a month and installed into production just last Friday. So far so good. But, as I mentioned, it isn't really much of a fix!
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Thank you for the confirmation. Genesys just sent us hotfix 5.1.643. We have installed it on our test boxes that have similiar problems as production. We will let it run for about 2 weeks and then probably install it.
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What is the fix in 5.1.643? We have seen some Dr. Watsons in our dev/test environment (medialink.exe, mailgate.exe, mcp.exe) over the last few days that that we had not seen prior to installing 5.1.642. We haven't been able to positively attribute the Dr. Watsons to EmailServer 5.1.642 yet, but we aren't going into production with it until we get some answers. We've got it back in Genesys' hands now. Has anyone else experienced problems with EmailServer 5.1.642?
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Release Notes: Genesys EMail Server Installer 5.1.643
[11/02/01]
HOT FIX FOR the EMail Server (Resubmitter)
Restricted Release
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This hot fix corrects the following problem in the Resubmitter portion of the EMail Server:
In ICC 5.1.6, incorrect data in iCache prevents MediaLink from
getting data about the status of email drafts, which can cause the
following problems:
Outgoing email drafts that are waiting to be routed are lost when the Universal Routing Server is restarted.
Agents can transfer and reply to email drafts without saving them,which leaves a record in iCache causing a second screen pop after Resubmitter is run.
Steps to duplicate lost outgoing email drafts:
1) An agent gets an incoming email pop on the agent desktop.
2) The agent clicks Reply and opens an outgoing email.
3) The agent clicks Save to save the outgoing email as a draft.
4) The agent reopens the outgoing email draft and transfers the draft to a VRP.
5) While the draft is sitting in queue waiting to be routed, the
Universal Routing Server is restarted.
6) The draft is now lost and will not be routed to the designated VRP.
Steps to duplicate a second screen pop:
1) An agent gets an incoming email pop on the agent desktop.
2) The agent clicks Reply and opens an outgoing email.
3) The agent sends the outgoing email without saving it.
4) Resubmitter is run.
5) A second screen pop appears for the email message.
Solution:
Run the updated version of Resubmitter.exe (version 11) to recover
lost outgoing email drafts and have them resubmitted.
If Resubmitter.exe finds a lost emailOut, it now makes sure that
MediaLink has no information about the lost emailOut or its parent
before Resubmitter.exe submits
Brief Description of Resubmitter:
Resubmitter(version 11) is a utility program that resubmits the
following lost interactions:
incoming emails
outgoing QA review emails
outgoing email drafts
See text further in this release note for details on running
Resubmitter.exe.
NOTES:
1) Universal Routing Server should be restarted before
Resubmitter.exe is used to recover lost emailOut drafts. If Router
is not restarted first before running Resubmitter for emailOut drafts, then drafts already in router wil be submitted twice.
2) Lost emailOut drafts will be resubmitted to one of the following
VRPs: DraftsVRP if this VRP is found in the Email Processing section of the EmailServer app in CME
CMERouteReplyToVRP if Drafts VRP is not found in CME. This VRP
is found in the attached data of the outgoing email draft.
3) Resubmitter.exe should only be used to process lost emailOut drafts if Universal Router Server has already been started. If you have not already restarted Universal Router before you run Resubmitter.exe for emailOut drafts, the emailOut drafts already in Universal Router Server will be resubmitted.
INSTALLATION:
Shut down the Internet Contact Center Servers.
Start SetupEmServer.EXE and follow the prompts.
*********************************************************************
Copyright (c) 19972001 Genesys Telecommunications Laboratories, Inc.
All rights reserved.
Resubmitter
********************************************************************
Description:
This program resubmits lost interactions for the following three scenarios:
1) This program looks at all active emailIns and determines
if any of them need to be resubmitted to MediaLink.
2) This program also looks at all emailOuts marked for QAReview
and determines if any of them need to be resubmitted to MediaLink.
3) This program looks for lost draft emailOuts and resubmits them
to MediaLink.
**NOTE: This option should only be run after Router is restarted
(see notes below).
To run this program, run the executable "Resubmitter.exe" with
the following commandline parameters:
All checks for lost emailIn, QAReview EmailOut, Draft EmailOut
QAReview checks for lost QAReview EmailOut only
Draft checks for lost Draft EmailOut only
None if no commandline parameter is provided then Resubmitter
checks for lost emailIn, QAReview only, NOT Draft EmailOut
e.g.
"Resubmitter All"
this checks for everything
"Resubmitter"
this checks for emailIn, QAReview only
Resubmitter obtains all other required inputs from Configuration
Management Environment (CME). See the notes below.
********************************************************************
Revision History
b10.0.10 8/1/2001 HC
Added functionality for resubmitting lost outgoing email drafts.
Added commandline parameters.
b10.0.11 10/22/2001 GM
Fixed defect introduced in 10.0.10 that caused duplicate outgoing
email drafts to be submitted.
********************************************************************
NOTES:
1 Resubmitter needs to run on the Email Server machine.
2 Resubmitter requires the following key defined in the
EMail Processing section of EmailServer application in
Configuration Management Environment (CME):
ResubmitterStartDate
Note: the date has to be in the format mm/dd/yyyy
e.g. ResubmitterStartDate=01/03/2000.
3 Resubmitter only inspects emailIns and emailOuts
that are newer than the start date.
4 Resubmitter will only inspect emailIns and emailOuts that
are at least 30 minutes old.
5 If you try to run a second copy of resubmitter,
an error dialog box will appear.
6 Check GCTI trace log for resubmitter status messages.
7 To turn on Resubmitter tracing, the following flags need
to be defined in the Registry at location
\\HKEY_LOCAL_MACHINE\SOFTWARE\GCTI\Trace:
ResubmitOutput=Custom
ResubmitFileOutput=on
ResubmitDebug=off 'set this to "on" if you want more
detailed logging
8 Resubmitter needs to talk to MediaLink; it therefore needs
MediaLink's host, port, and password. Resubmitter obtains
this information from the MediaLinkPref object obtained from
the EmailServerPref object.
In Release 5.1.507.1 (Second Maintenance Release [11/22/99]),
and earlier, the EmailServerPref object doesn't have a
MediaLinkPref property, so resubmitter checks for the
following parameters in the EMail Processing section of
the EmailServer application in Configuration Management
Environment (CME):
MediaLinkHost Use the value found on the MEDIALINK
APPLICATION Server Info tab.
MediaLinkPort Use the value found on the MEDIALINK
APPLICATION Server Info tab.
MediaLinkPassword Use the password entered during
installation. If the default password
was used during MEDIALINK installation,
then the value will be "password."
9 Processing of lost QAReview emailOuts requires that "QAReviewVRP"
be defined in the EMail Processing section of EmailServer
application in CME.
If QAReviewVRP is blank or missing, Resubmitter will not process
lost QAReview and an error message will appear in the trace log.
10 Lost outgoing email drafts will be routed to one of the
following VRPs:
"DraftsVRP"
"GEMRouteReplyToVRP"
"DraftsVRP" is used if found in the EMail Processing section of
EmailServer app in CME.
"GEMRouteReplyToVRP" is used if DraftsVRP is not found or blank.
The field GEMRouteReplyToVRP is found in
the emailOut's attached data. If GEMRouteReplyToVRP is also blank,
then the lost email out draft will not be resubmitted and an error
message will appear in the trace log.
11 Processing of lost outgoing Email drafts should only be performed
after Router has been restarted.
If Router is not restarted first, outgoing email drafts already in
Router will be resubmitted.
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A word of caution for anyone upgrading to 5.1.630+ of EmailServer. Make sure that the IE version is upgraded to 5.1 and above. If not, email components will fail to complete the inbound process and not delete emails in the Inbound folder. This results in subsequent Inbound runs inserting the same emails over and over again into the database.
We have also seen this behavior when MediaLink gets an error assocated with trying to get to the database or winsock errors. It requires manual cleanup of the Icache and emailin tables after the dust settles.
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Thanks for all of the replies regarding this. We never pursued going over the version that we were running 5.1.6.xx because we planned on migrating to 6.1.002. We have sucessfully had ICC 6.1.002 in production since September 2001. It works pretty well except some minor annoyances.
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Hi, Matt,
didi you get the socket server to work?
Vic
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There are issues with all versions of 5.x ISuite email. You should go to version 6.1 asap.
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Well, looking through the forum plus based on my experience, I would think that actually waiting for 6.5 would be a wise decision. There was a really drastic change between 5.1.6 and 6.1, plus from what I have seen before, the changes are good; however, it will take another version before thre changes would be stable enough, easy to use enough, and consequently costeffective enough to prompt an upgrade. Especially if you are just using the Email part, there is no reason to upgrade... At least not in my opinion. Not yet.
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Yes, socket server works fine.. We have been using 6.1.002 in production using email and chat since Sep 2001.