Revised November 28, 2006
October 13, 2003
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ICM 4.6.2 (only)
This problem only exists in ICM 4.6.2 running with SQL 7.0 installed. ICM 4.6.2 running with SQL 6.5 are not affected.
Customers running SQL 7.0 will have an incorrect SQL memory setting if they have used Cisco Intelligent Contact Management configuration database (ICMDBA) option to save the SQL configuration. The SQL memory setting will be 512 times larger then the setting displayed by ICMDBA. This can result in performance problems and needs to be corrected using SQL Enterprise Manager.
For example: If ICMDBA has been used to save the memory setting and it displays 255 megabytes (MB), then the actual SQL memory setting will be 255MB*512= 130560MB verses the correct setting of 255 MB.
This problem can result from using ICMDBA to set SQL 7.0 configuration parameters during the upgrade of your SQL server from SQL 6.5 to SQL 7.0. This would be the most common source of an incorrect SQL memory setting. However, it can occur at other times when using ICMDBA to save the SQL memory setting to any value other then zero.
NOTE: Zero is the setting used in ICMDBA to set Dynamic Memory Allocation. This setting is no longer a supported value for any version of ICM.
The current SQL 7.0 memory recommendation on Loggers and Historical Data Server (HDS) workstations is fixed at one half the size of real memory. This mimics the SQL 6.5 recommendation where dynamic memory allocation was not an option.
You may experience poor Microsoft Windows performance resulting from contention with SQL Server. A common symptom is Logger Time Outs resulting in aborted during configuration changes at an Administrative Workstation (AW). Another is a large latency between the Logger and HDS resulting in delayed replication to the HDS database. There may be additional performance problems as well due to this issue.
Cisco Intelligent Contact Management (ICM) customers should check the SQL memory setting on all Loggers and HDS Workstations.
The following outlines the steps required to accomplish this task:
Select Start > Programs > Microsoft SQL Server 7.0 > Enterprise Manager and expand Microsoft SQL Servers in the left hand panel until you see the name of your server. Then right click on the name of the server and select Properties to bring up the following dialog box.
Select the Memory tab and the Use a fixed memory size (MB) button. The amount of real memory in megabytes appears at the right end of the slider bar. The amount of SQL memory appears to the right of Use a fixed memory size (MB) and it will be equal to the amount of real memory if you are experiencing this problem. You should set the fixed memory size (MB) to one half the size of real memory. This is done by moving the slider indicator. SQL memory decreases and increases as you move the slider indicator to the left and right. Position the slider indicator in the middle so that SQL memory is one half of real memory. This was done in the example above where SQL memory is set to 256MB and real memory is 512MB. Then click on OK. The new setting takes affect immediately and you do not have to restart SQL Server.
For More Information
If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:
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