Tracker Server logging

Beginning in SU 5, the Tracker Server actively monitors email interactions, chat interactions, and callback interactions on both the primary server and the backup server in order to capture the interaction data. This interaction data is logged in the Interaction Summary table and the Interaction Segment Detail table. Because the Tracker Server logging is active on both the primary server and the backup server, CIC captures the full history of these interaction types.

The Tracker Server's processing on the primary server

On the primary server, interactions can be in one of the following states when the switchover happens.

• Pre-connected
• Connected
• Disconnected but waiting for the interaction to be de-allocated from the system

During a controlled switchover, the Tracker Server on the primary server persists (via PMQ) the connected and disconnected interactions on the primary server. Pre-connected interactions are persisted on the primary server.

During an uncontrolled switchover, for example, when there is an operating system-level error, no interactions persist on the primary server.

The Tracker Server's processing on the backup server

The Tracker Server actively processes all email interactions, chat interactions, and callback interactions on the backup server, regardless of their states. However, the Tracker Server does not log the data from the secondary server into the database. When the backup server becomes primary after a switchover, the history information captured about the non-call interactions is logged to the database.

Identifying recovered interactions in the database

The primary server and the backup server share the InteractionIdKey in the database. When spanned interaction data is logged to the database, the sequence number column (seqno) is incremented to 1 in the following tables: Interaction Summary, Interaction Segment Detail, and Interaction Wrapup. Interaction records with the sequence number of 1 are the recovered interactions that have been shared between the primary server and the backup server.