Data Loss from PIM Failure and Reporting
Here are some reporting considerations when you experience data loss from PIM failure.
The Peripheral Interface Manager (PIM) is the process on the Peripheral Gateway responsible for the actual connection to the peripheral and for normalizing the CTI interface on behalf of Webex CCE.
If a PIM fails, if the link between the PIM and the ACD goes down, or if the ACD goes down, then all of the reporting data that has been gathered for the peripheral associated with the PIM is deleted.
When the PIM failures occur, the peripheral is marked offline to the central controller.
The state of all agents on that peripheral is set to logged out and is reported as such to the CallRouter.
The CallRouter has no way of determining what was going on at the ACD while the PIM was out of contact with the ACD. When the PIM reconnects to the ACD, the ACDS does not send the PIM sufficient information to allow the recording of accurate historical reporting data for the interval(s) in which the disconnect took place.
Note |
When the PIM reconnects to the ACD, most ACDs do pass information to the PIM about each agent's state and duration in that state. While this is not enough to allow accurate historical reporting data to be recorded, it is enough to allow the CallRouter to make accurate call routing decisions. |
When the PG is duplexed, either the Side A or Side B PIM is active for each peripheral. If one side loses connection, the other comes up and activates.