Cisco Unified Intelligent Contact Management Enterprise

Document ID: 67069

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one reason for the frequent failure of sessions between the Real-Time Distributor (RTD) process on the Distributor Admin Workstation (AW) and the Real-Time Server (RTS) process on the Cisco CallRouter. This document also provides a solution in a Cisco Intelligent Contact Management (ICM)/IP Contact Center (IPCC) Enterprise environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM Enterprise

• Cisco IPCC Enterprise

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM/IPCC version 5.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

An RTD is an Admin Workstation (AW) that you configure in order to establish and maintain a connection to the Cisco CallRouter. Each administrative site has one or more AWs that you can configure as RTDs.

Real-time feed is the connection between a Cisco CallRouter and a Distributor AW. The rtdist.exe process is an RTD process on the Distributor AW that maintains the real-time feed to rtsrvr.exe. The rtsrvr.exe process is a Real-Time Server (RTS) process that runs on the Cisco CallRouter.

This document explains why users experience frequent session drops between the RTD process on the Distributor AW and the RTS process on the Cisco CallRouter.

Solution

A review of the RTS process log on the Cisco CallRouter reveals these important findings:

1. Real-time connection fails (see arrow A in Figure 1).

2. Write of call type real time base records to client connection fails (see arrow B in Figure 1).

3. The value of current output queue bytes is equal to the value of the highest output queue bytes (see arrows C and D in Figure 1).

• On the Cisco CallRouter, double the value of the BufferMaxQueue registry key (see arrow A in Figure 2). You must change this value on both, CallRouterA and CallRouterB. Here is the navigation path:

  HKEY_LOCAL_MACHINE\Software\Cisco Systems,Inc.\ICM\<cust_inst>\
  Router<A/B>\RealTimeServer\CurrentVersion\BufferMaxQueue

  Figure 2 – BufferMaxQueue for RealTimeServer on CallRouter

  

• On the Distributor AW, double the value of the BufferMaxQueue registry key (see arrow A in Figure 3). Change this value on all running Distributor AWs. Here is the navigation path:

  HKEY_LOCAL_MACHINE\Software\Cisco Systems,Inc.\ICM\<cust_inst>\
  Distributor\RealTimeDistributor\CurrentVersion\BufferMaxQueue

  Figure 3 – BufferMaxQueue for RealTimeDistributor on Distributor Admin Workstation

  

The BufferMaxQueue registry key is not dynamic. Therefore, after you increase the number, cycle the RTS process on the CallRouter (see arrow A in Figure 4), and the RTD process on the Distributor AW (see arrow A in Figure 5).

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