atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Contact Center DB maintenance?

Hi, I'm getting a lot of complaints regarding our Reporter Pro application - it's really slow to pull up reports that are older than about a week. The further back you go the worse the performance.

I'd like to know if there are any maintenance procedures such as archiving, re-indexing or other optimization.

I've asked our local Inter-Tel office techs about it and they all consistantly tell me this behavior is normal and there isn't anything to do about it.

We have about three years of data in our contact center server DB. It's been upgraded twice in that time. We have data on probably about about a million phone calls, couple hundred ACD agent ID's, several million ACD agent actions.

Our DBA informs us that in such a situation there must be regular administrative tasks run to keep the database healthy and efficient. Inter-Tel consistently informs me that this is not the case and the only tool available is the DB repair tool.

Speaking of that tool, we need to run that about every 3-4 months when we have client connectivity issues and a server reboot doesn't do the trick. The DB repair tool in that case fixes the issue.

There are two specific issues that also worry me about DB health. One is that last week reports from Reporter Pro started showing no data. This was only confirmed on one client but this client is one that we all share and primarily use. Reports would complete quickly but contains "0 items". In this case a server reboot didn't fix it but somehow over the weekend the problem was resolved and today reports are slow but do return the correct data, even for the time frames that we couldn't pull last week.

The other specific issue is that occasionally Reporter Pro generates reports with some corrupted data such as a random string of characters instead of an Agent's name or a captured telephone #. This has been happening for over a year.

Again, before I open a service request, expecting to be told there is no resolution for this, I'd like to hear some advice or tips to help me find a solution.

Thanks!

By default Contact Center Suite uses the Microsoft Access database format to store call records. This format has the benefit of wide use and ease of integration into many different environments. It has the drawback of being bloated and easily corruptible. If you are running ver. 4.0 or above you can fire up DB Manager and either run the DB fixup routine manually or have it scheduled to run when you wish. I strongly recommend running it about once a week.

Thanks, I know DB Studio uses Access but I though Contact Center would use SQL Express or some proprietary SQL engine. I had never noticed SQL Express on the server but I just figured something else was going on.

I sure hope it is not using the older Access format with a 2gb size limit.

Found out today that Contact Center 4.2 uses a better DB engine than Jet/Access. An upgrade and archive of old data should solve our issues.

4.2 can use the IBM DB2 SQL database. Be warned: I have found that large reports run sloooooowwww in DB2.

We've scheduled an upgrade, I'll post later how it turns out.