Java statistics in CCPulse are (frequently) not correct or not available (N/A)

NICE CXone API & Integrations
1

We are facing issue with Java statistics in CCPulse which are (frequently) not correct or not available (N/A) for some OCS campaigns

We have tried to search for Rs_Stat server logs and could not find anything suspicious .

Also we have restarted the Rr_Stat server but still issue was not resolved

Now We have unloaded all campaigns and restarted OCS server which resolved the issue and again statistics are available in CCPulse

What could be the issue ? It’s strange for me that after restarting OCS the issue gets resolved

2

What connections does OCS have? Stat Server h/a?

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3

Yes, OCS have Real time reporting stat server connection and Rr_Stat server is in Warm standby mode

4

CCP can only provide java statistic when connected to the same StatServer as OCS/Interaction Server/UCS.

For example:
StatServer_A connected to OCS. StatServer_B configured as backup application for StatServer_A. SS_B (with the option allow-client-connections-in-backupmode=true)

if OCS is connected to primary StatServer_A, and CCP is connected to the backup StatServer_B - no java stat will be available in CCP since OCS only send it to the primary it has connected to.

Workaround. Either set option allow-client-connections-in-bacupmode=false or add connection to BOTH StatServers from OCS.

This info is available on Genesys knowledge search

5

Thanks catanirex

But in our case the CCP is always connected to StatServer_A.

So you mean when StatServer_A is not available then StatServer_B takes the control and then it automatically connects to CCP in absence of StatServer_A ?

Also you mean set option allow-client-connections-in-bacupmode=false only for StatServer_B ?

(We have set accept-clients-in-backupmode= yes for both A and B)

6

You should use Hot standby mode…why warm?

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7

StatServer only support Warm standby as far as I know?