CAPÍTULO 4: Análisis del caso Zanón Antecedentes de una experiencia
4.1. Relaciones peligrosas: Estado-Patronal-Sindicato
4.1.2. Formas de organización emergentes en un contexto
This chapter describes the system considerations for the EDU server. It also explains how to configure the EDU server.
This section includes the following topics:
● System considerationson page 49 ● EDU server alias nameon page 49
● Configuration effect on EDU terminationon page 50 ● Configuration parameterson page 51
System considerations
The Max Active Vdus configuration parameter, which is described in EDU tabon page 52, should be set with consideration for system capability. The number of contacts that can be effectively handled by the EDU server is proportional to the system's available memory and processor speed. A typical EDU, or contact, requires 10K in memory. Complex contact flows might require 30K or more. You can conserve memory by using the same data names in many EDUs. The memory space for name storage is shared. The memory used for storage of values, however, is not affected.
Processor usage may be decreased by setting values in groups as opposed to one at a time. When possible, gather sets of name/value pairs and apply them all at the same time.
EDU server alias name
EDU Server Configuration
Configuration effect on EDU termination
Several configuration parameter settings interact to determine when EDUs are terminated. The EDU server periodically scans for EDUs that need to be cleaned out. This has the effect of batching DUStore server operations to some degree. This interval is controlled with “scaninterval”, which can be reduced to 1 second if less batching is desirable. The scan causes cleaned out EDUs to be sent to the DUStore server. No more than “maxkills” EDUs are sent to the DUStore server per scan. By changing scaninterval and maxkills, you can control how much work the EDU sends to the DUStore server, and how quickly. The value of maxkills could be set to 256 at a busy site, and possibly higher for high values of scaninterval.
If maxkills is too low, EDUs build up in memory, having no users and waiting to be shipped out to the DUStore server on a subsequent scan. Eventually, the EDUs limit is reached, and you begin receiving “Dump VDU” alarms, because the oldest EDUs are terminated to make room for each new EDU created.
An EDU with no interested users is given “nouserinterval” seconds, plus a random number of seconds between 0 and “randomkillinterval” (120), to exist. When that time expires, it is picked up on the next scan. The worst case for an EDU without users is: remain active for scaninterval+nouserinterval+randomkillinterval.
Expected is:
scaninterval/2 + nouserinterval + randomkillinterval/2.
The random time addition avoids a situation where an application fails to terminate a number of EDUs, then stops. All of the EDUs that were opened by the application become candidates for cleanup at the same time. By adding some randomness to the cleanup- time, these are spread over several scans, causing any individual scan to do less work.
Configuration parameters
Configuration parameters
The EDU server is configured on the Server Editor of IC Manager. This section provides EDU server configuration parameters sorted by the multiple tabs of the EDU server Editor. This section includes the following topics:
● EDU tabon page 52
● Persistence tabon page 58 ● Debug tabon page 59 ● Configuration tabon page 60 ● The Filter dialog boxon page 61
For configuration instructions, refer to IC Administration Volume 1: Servers & Domains.
Note:
Note: For configuration parameters specific to the DUStore server, refer to
EDU Server Configuration
EDU tab
Field Recommended entry Notes
Idle Time (min) Enter the maximum length of time, in minutes, that Avaya IC should maintain an EDU record if an agent is idle. Default varies by channel: voice = 60
email = 30 chat = 45
Minimum is 1 minute Maximum is 15 hours
Make sure that the number of minutes entered in this field is greater than the length of a typical contact.
No User Interval
(sec) Enter the minimum number of seconds an EDU may reside in memory when there are no users active for it.
Default varies by channel: voice = 1,800
email = 120 chat = 90
Minimum is 1 second, Maximum is 60 minutes.
Very low values may cause thrashing if cooperating applications allow any gap passing EDUs among themselves.
Random Kill
Interval (sec) Enter the maximum number of seconds an EDU stays in memory after the usual timers have expired. Default varies by channel: voice = 30
email = 120 chat = 60
Random intervals are useful when a large number of EDUs are simultaneously terminated causing the IC Repository and the DUStore server to be flooded with requests. Handling the requests over a 2-minute period decreases database server stress.
In situations where this is unlikely, more predictable timing and better memory usage result from a setting of 1. While testing to see if EDUs are being retired when they should be, 1 is also an appropriate setting.
Configuration parameters
Scan Interval
(sec) Enter the number of seconds to wait between checking various EDU server timers. Default varies by channel: voice = 4
email = 3 chat = 6
Higher values may save some CPU time; lower values make for more predictable behavior during prototyping and testing. Assume that other timers in the EDU could be off by as much as (this interval + 1) to start.
Max Active
ADUs Enter the maximum number of EDUs that the EDU server keeps active at the same time.
Default varies by channel: voice = 2,048
email = 4,096 chat = 2,048
If more than this number of EDUs are created, the EDU server sends an alarm and forcibly terminates the oldest one to make room for each new one.
Allowed Assigns Enter the number of clients interested in assigning to EDU servers.
Default is 8,192 for all channels.
To start, this should be equal to the number of agents in the contact center (or across all contact centers in a WAN environment), plus a few extra. Pool Size Enter the initial amount of
memory allocated for data belonging to each EDU. Default varies by channel: voice = 8,000
email = 5,000 chat = 10,000
Increase the pool size if a large amount of data is stored and performance needs to be improved. Advanced Properties Enable Reporting Interface
Check to enable HISTADD reporting.
Default is checked for all channels.
Checking this field displays the "filter" parameter, which is described at the end of this table.
Pool Growth
Increments Enter the amount of memory (in mg) by which to increase pool size allocation when more memory is needed to store strings or events. Default is 1024 for all channels.
EDU Server Configuration
Initial Number of
Fields Enter the number of fields expected in an EDU. Default is 128 for voice and email, 256 for chat.
If using containers, increase this value to 256 or 512.
This parameter does not limit the number of fields, but when this number is exceeded, the server must reallocate space.
Pool Re-Pack
(%) Specify the percentage of memory that is free in the ADU pool, when the ADU server will repack the pool to save memory.
Default varies by channel: voice = 20
email = 15 chat = 10
Sites at which performance is critical and memory is plentiful should consider using a value of 100.
Poll Wait (ms) Enter the interval value, in hundredths of a second, for the IC Toolkit's Select() method.
Default value is 2 (ms) for all channels.
Low values increase CPU utilization. High values (over 100) may affect the accuracy of the scaninterval parameter.
Maximum Number of Revisions
Enter the number of revisions of a value kept for access with the GetValuesHistory() method.
Default is 1 for all channels, which is recommended.
Caution: Do not enter 0 in this field. If this 0 is entered, the EDU server keeps all revisions, which could result in a failure due to lack of system
resources. Maximum
Number of Cached EDU events
Enter the maximum number of events to be kept in memory for each EDU. Default varies by channel: voice = 128
email = 64 chat = 192
A setting of 64 is recommended as a reasonable number of events to be kept in memory. High values may increase Eventsink throughput. Low values may conserve memory.
Configuration parameters
Subcontainer
Instances Enter the number of instances of a subcontainer created with the + token that can exist at one time, in the format
<containername>.<integer>. If more instances than this number are created, the earliest instance is deleted. Default is 0, which specifies no limit (all instances of a subcontainer are kept). A setting of 4 is
recommended.
Exampled limit the number of subcontainers of the ts container, set gencount to voice.3. When voice.+ creates voice.4, voice.1 is deleted. When voice.5 is created, voice.2 is deleted and so on. The gencount must be set for the "voice", "chat", and "email" containers on the Configuration tab using the following
name/value pairs: "gencount", "voice.4" "gencount", "chat.4" "gencount", "email.4" Retry Interval
(sec) Enter the number of seconds to wait between automatic attempts to reassign to IC servers.
Default is 60 (1 minute) for all channels.
Minimum is 6 seconds
Maximum is 172800 seconds (48 hours)
It is not recommended to set this value below 30 seconds in a production environment. It performs a synchronous DS call for a list of EDU servers and attempts an asynchronous Assign to any of them that it isn't already assigned to. If the Assign fails (the request function itself fails), the offending EDU server is removed from the list and not retried automatically. The retry is only attempted if the Assign callback reveals an error or a ServerFailed event arrives. Reset Interval
(sec) Enter the number of seconds to wait between attempts to reassign to servers after receiving a VDU.FailVDUCon alarm.
Default is 2 seconds for all channels.
Minimum is 0
Maximum is 172800 seconds (48 hours)
EDU Server Configuration
Data Element
Names Enter the names of the data elements in EDU events to be sent to the server specified on the Event Sink option.
Enter each element on the Edit dialog. If this option is not set, all data elements are stored. The EDUID field is always stored. The use of wildcards is permitted.
Use this parameter with care; filtering elements from the End event may adversely affect reporting capability.
Suspend Interval
(sec) Enter the number of seconds before an EDU, which is suspended by use of the Suspend method by all users, is considered for Suspension. Default is 30 seconds for all channels.
Minimum is 1
Maximum is 1200 seconds (20 minutes).
This parameter can be
overridden by a higher value in the Suspend method.
Configuration parameters
EDU Data
Percent Enter the percentage of EDUs sent to the EDU data feed to be used for random sampling.
Default is 0 for all channels. Minimum is 0
Maximum is 100
filter Set the filter to determine which EDU events are sent to the Report server.
Event types are start, change, delete, transfer, user, and data. A plus sign (+) marks the event type for storage, a minus sign (–) excludes the event type from storage. End events cannot be filtered out.
This field is enabled when the "Enable Reporting Interface" field is checked.
The data parameter
encompasses all event types. - data is the default.
Each filter criterion must be entered on a separate line, with subsequent lines taking
precedence. Examples: –data +change
only change and end events are stored:
+change –data
only end events are stored Note that drop and watch events are sent to clients but are not included with the +data filter.
Names of data elements in ADU events to be sent to the server are specified with the Eventsink configuration parameter.
Each element must be entered on a separate line.
If this parameter is not used, all data elements are sent. (The ADUID field is always stored.) Use of wildcards is permitted. Use this parameter with care. Filtering elements from the End event may adversely affect reporting capability.
EDU Server Configuration
Persistence tab
Field Recommended entry Notes
Enable
Persistence Check to enable the EDU server to persist its data units (EDUs) using the DUStore server.
EDUs are pushed into the database from the EDU server’s memory by the DUStore server. If check pointing is enabled, the EDUs are saved at a regularly specified interval. This is used for failure recovery because EDUs persist across server shutdowns.
Checkpoint
frequency (secs) Enter the minimum interval period in seconds between requests to checkpoint a specified EDU into the DUStore server.
A value of –1 means do not checkpoint.
Database Search on Create
Check to enable a DUStore search on the FindOrCreate over the WAN.
Default is checked. Lookup Field 1
(indexed) Enter the name of one of the fields used to index the EDU in the DUStore server.
For example, loginid. Used with the Find method.
Lookup Field 2
(indexed) Enter the name of one of the fields used to index the EDU in the DUStore server.
For example, queueid. Used with the Find method.
Info Field 1 Enter the name of one of the fields used to identify the EDU in the DUStore server.
For example, type. Used with the Find method.
Info Field 2 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is media.
For example, media. Used with the Find method.
Info Field 3 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is site.
For example, site. Used with the Find method.
Info Field 4 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank.
Additional info field with no default value.
Configuration parameters
Debug tab
The Debug tab does not include any EDU server-specific parameters. Info Field 5 Enter the name of one of the
fields used to identify the EDU in the DUStore server. Default is blank.
Additional info field with no default value.
Info Field 6 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank.
Additional info field with no default value.
Info Field 7 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank.
Additional info field with no default value.
Info Field 8 Enter the name of one of the fields used to identify the EDU in the DUStore server. Default is blank.
Additional info field with no default value.
Advanced Properties
Persistence
Service Name Enter the name of the server that stores inactive EDUs. Default is DUStore
This server stores EDUs in a database of inactive EDUs. When an EDU server method is invoked for an EDU that is no longer in memory, this server restores the EDU as if it were assigned to an active contact. DUStore EDU
Batch Size Controls the number of terminated EDUs that are removed by the server at one time.
Default is 50 Minimum is 1
The default value of 50 is recommended for most deployments.
Setting this parameter too high results in network congestion problems.
EDU Server Configuration
Configuration tab
The following configuration parameters are not presented on the EDU tab in IC Manager. Set these parameters on the Configuration tab of the EDU Server Editor dialog:
Field Recommended entry Notes
vduhskeepname Enter the names of the data elements in EDU events to be sent to the server specified with Eventsink.
Each element name must be entered on a separate line.
This parameter is ignored if the Eventsink server is the Report server.
If this parameter is not used, all data elements are sent. (The VDUID field is always stored.) Use of wildcards is permitted. Use this parameter with care. Filtering elements from the End event may adversely affect reporting capability.
gencount Enter the number of
instances of a subcontainer created with the + token that can exist at one time.
Default is 0.
If more than this number are created, the earliest is deleted. For example, to limit the number of subcontainers of the ts container, you could set gencount to ts.3. When ts.+ creates ts.4, ts.1 is deleted. When ts.5 is created, ts.2 is deleted, and so on. The default is 0, which specifies no limit (all generations of a subcontainer are kept). The gencount value should be set to accommodate the maximum number of active contacts for each media
channel. padwidth Enter the number of digit
positions required in a container name token.
Numbers are padded with zeroes to this position. For example, to specify the number of digit positions for the second token of the ts container, you could set padwidth to ts.4. Subcontainers would then be named ts.0001, ts.0002, and so on. The default is 0, which specifies no padding.
Configuration parameters
The Filter dialog box
The Filter dialog box in IC Manager allows you to set the filter for determining which EDU events are sent to the server. The Event Filter option (described in the previous section) performs the same function but differs in that the Event Filter setting does not take effect until the server is restarted, and then is persistent. The Filter dialog box settings take effect immediately but are lost when the server is restarted. The server must be running when this tab is used.
Enter the event types to be filtered from the database. The possible values are '+charge', '+start' and '-data' which are used to turn on change and start events. The default value "- data" turns everything possible off.
Note:
Note: Previous versions of Avaya IC included the VDU History server, which has
been replaced by the Report server. To support existing installations during a transitional period, events can be sent to both servers.
1. Use the default for the eventsink parameter (HISTMAP.EventsIn) to send events to the Reporting server.
2. Set the Reporting server’s eventforward parameter to VDUHS.EventsIn. The Reporting server forwards all EDU events to the VDUHS.
The vduhs parameter, used in previous versions of the EDU server to enable access to a database server, should no longer be used.