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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on February 01, 2019, 01:22:23 PM

Title: New GIR calls not shown at SM
Post by: cavagnaro on February 01, 2019, 01:22:23 PM

Hi guys
I have a problem here, don't know where to look at. When doing searches, last record was yesterday at 10:31am
1. Recording being stored at WebDav correctly (Good!)
2. ICON has data
3. No records at MCP cache/failed folder
4. At SM db latest record is 12:31


SM ULogger complains about some SQL problems (SQL Server having issues with storage, yet records storage were working fine)


Any ideas? SM logs don't show nothing abnormal (I think...)

Title: Re: New GIR calls not shown at SM
Post by: Kubig on February 01, 2019, 03:14:17 PM

Check RPS logs whether the metadata had been posted properly to the SM and also processed. You can also check on RPS level whether there are any failed metadata to post.

Title: Re: New GIR calls not shown at SM
Post by: Janis on February 02, 2019, 08:43:15 AM

That list in SM is coming from index. Depending on version internal one or external Elasticsearch. There is a procedure to rebuild index if you have records in database but not in index.

Title: Re: New GIR calls not shown at SM
Post by: cavagnaro on February 02, 2019, 07:12:56 PM

Yeah, that can't be the problem as SM DB is not storing/Receiving new calls (records). Got stuck at that date. Index would work if I could see new records.

Title: Re: New GIR calls not shown at SM
Post by: Janis on February 02, 2019, 07:22:32 PM

So Interaction Receiver should be investigated.

Title: Re: New GIR calls not shown at SM
Post by: cavagnaro on February 02, 2019, 07:38:22 PM

It doesn't show anything abnormal

Title: Re: New GIR calls not shown at SM
Post by: Janis on February 02, 2019, 09:04:50 PM

What about RPS? Is it posting metadata to SM?

Title: Re: New GIR calls not shown at SM
Post by: cavagnaro on February 04, 2019, 08:57:47 PM

Well by some reason the SM was kinda stuck...even after restarting the services via SMConfig didn't work.
Then I remember that there was a way to monitor the indexing status at the SM GUI itself under System Management.
I saw huge number of index pending and the server status was...weird...some options were not OK others yes...So I did a Stop/Start from there and boom! Began to work...
Now, why not a fucking log told me anything on something not running...let leave that to the gods...
Issue fixed


Thanks guys!