Witness Call Recording Applications: How to shutdown your WFO Witness Applications

 

•  Use the Replay page to select the most recent calls to verify that calls are accessible.
•  Confirm that the start time of these calls matches expectations. Verify that the start time corresponds to the most recent calls made on the extensions being recorded.
•  Confirm that these calls are playable and that audio quality is good.

1. Log on as root.
2. Become the database owner by typing su - postgres
3. Create a backup file by entering the command:

1. Re-install the operating system.
2. Log on as root and install the recorder as described in Installing Witness ContactStorefor Communication Manager on page 79.
3. Stop the Witness ContactStore for Communication Manager service.
4. Become the database owner by typing su - postgres
5. Drop the existing database by entering the following command:

6. Create an empty copy of the postgresql database by entering the following command:

7. Restore the data by entering the following command:

1. SQL Server should be configured to dynamically configure its own memory. Maximum amount of memory should not exceed 85% of total available system memory.
2. Minimum Query memory should be set to 1024 kilobytes.
3. Nested triggers should be enabled.
4. We recommend the databases be in Simple recovery mode.
5. We recommend that performance condition alerts be set up on the databases to monitor transaction log utilization. Once log utilization reaches 70% a transaction log backup and truncate should occur.
6. We recommend the default size of the transaction log be set to 20% of the database data size.
7. Statistics should be set to auto update.
8. Statistics should be set to auto create.
9. DB jobs should start and complete during non-production times. System performance will be affected with jobs that run during production times.

1. We recommend a full database backup twice a week on Sunday AM (Saturday night) and Wednesday AM (Tuesday night) for all system and Witness application database(s) including:

2. We recommend Differential Backups occur once a day or every other day of the week for all Witness databases.
3. Explicitly update the statistics on all Witness databases.
4. Monitoring of performance parameters referenced in the section Application Specific Monitoring Points.

1. Remove unused space from Database only. Leave all log files as they are. Only reduce space if log space grows beyond 40% of data size.
2. Explicitly re-organize Index Data Pages on all Witness databases.
3. Check the database integrity on all Witness databases.

• 14 day reboot – Balance, Database, Unify, Viewer
  • Use the command “tsshutdn 1 /reboot” from a scheduled job

• Monthly reboot – CSCM Server
• Witness services on all systems can be set with service recovery options set to Restart the Service on the first, second and subsequent failures after 1 minute.
• All services can be set to automatic
  • Balance servers with-out voice cards in their eRecorders OK
  • Any Balance server with voice cards should NOT have services set to automatic and should follow the steps below;

 

Metric	SQL	Use To
Check Viewer audit database query for # of replays in date range grouped by hour and username.	SELECT     loginname, datepart(hour,eventtime) as hour, datepart(month,eventtime) as month, datepart(day,eventtime) as day, datepart(year,eventtime) as year, count (machine) as count FROM     EventLogView WHERE eventtime > '2005-01-01' and eventtime < '2007-01-01' and eventid = 1073741909 and parameter5 = 'audio' GROUP BY loginname, datepart(hour,eventtime), datepart(month,eventtime), datepart(day,eventtime), datepart(year,eventtime)	Identify trends in replay use on the system and compare to monthly baselines. Loginname values of “eyr_contact7k” represent Balance replays. Other loginname values represent Viewer replays. A large change in volume should trigger a more in depth resizing.
Check Viewer calls database query to monitor # of new calls recorded	SELECT count(*) FROM tblcalls WHERE startedat > '2005-12-01' and startedat < '2006-01-01'	Monitor the total recording volume of the system and compare to monthly baselines. A large change in volume should trigger a more in depth resizing.
Check total number of calls in the Balance database	SELECT count(*) FROM cust_cont	Monitor the Balance for volume of Database
Check Balance database query for # of calls per folder	SELECT c.name as "Folder Name", count(*) as "# of contacts", c.expiration_days as "Purge Days", c.max_unrev_cont as "Max Unreviewed", c.I__created as "Creation Date", c.I__modified as "Last Modified" FROM cust_cont a, cont_fold_ass b, cont_cat_fold c WHERE a.cust_cont_pk = b.cust_cont_pk and b.cont_cat_fold_pk = c.cont_cat_fold_pk group by b.cont_cat_fold_pk, c.name, c.expiration_days, c.max_unrev_cont, c.I__created, c.I__modified ORDER BY "# of contacts" desc	Balance Database

• Balance –
  • Call Manager Connection Event Queue Size
  • Call Manager Connection Events processed/sec
  • Call Manager Session Active Contacts
  • BRE Outstanding events to process
  • BRE Events in/sec
  • WEPS Database Command Processor Outstanding Commands
  • LMPS Number of playback sessions
  • LMPS Number of live monitor sessions

• EWare Database -
  • See queries above.

• Unify -
  • Unify incoming stream
  • Unify debug Queue (CTI Studio Link) - Should be used to alert very quickly if CTI Studio is in use and the queue is backing up.
  • Recorder queue - Should be used to alert if any recorder queues are backing up
  • Failed and rejected messages to the recorder - Will help you identify network issues to the recorders and potential overloading.
  • Memory used by Unify - If this increases dramatically will signal a queue build up somewhere suggesting something has gone wrong.

• Viewer -
  • Perfmon Alert – If Active Server Pages\Request Execution Time is over 200,000. This value is in milliseconds and indicates a hung Viewer COM+ request if it is this high.
  • Active Requests counter in the ASP counters set to 8