Contents

Dialer Status Messages

In the Dialer Status Messages panel, you'll find diagnostic information about the current condition of campaigns. Messages are added to this list when:

Global Maximum calls have been hit.
Line group with little or no lines.
Running campaigns in predictive mode with < 5 agents.
The Line group specified does not exist.
Current abandon rate has been exceeded (10% over for target, absolute threshold for strict).
Dialer isn't dialing because it is waiting for something: (waiting on dialerTranU / recycle / get contacts, and so on.)
The Pace is manually adjusted.

Dialer dynamically updates the information in this panel to display new messages and to remove messages that no longer apply.

Columns

The Dialer Status Messages panel contains the following columns. You can sort the messages by any column in either ascending or descending order by clicking the column headier.

Severity

The value in this column indicates the seriousness of the event condition. For example:

Error indicates a significant problem, such as loss of data or loss of functionality.

Warning indicates an event that is not necessarily significant, but may indicate a possible future problem. For example, when disk space is low, a Warning will be logged.

Information describes the successful operation of an application or subsystem.

Time

Time stamp that indicates when the event occurred.

Process Name

Name of the server process that sent the status message.

Machine Name

Name of the ODS associated with this message.

Campaign

Name of the campaign associated with this message - if known.

Message

Text of the message entry.

Messages

The following table lists all of the messages, in alphabetical order, that you might see in the Dialer Status Messages panel. The {xxx} indicates content that will be filled in by Dialer at the time the message is generated.

Dialer Status Messages	Details	Additional Information
Automatic time zone mapping is unavailable for campaign {xxx}	Automatic time zone mapping is unavailable for campaign {xxx} because the time zone source data could not be initialized.	This message occurs when the system cannot validate (for example, because of invalid files) the time zone map data or CCS dial plan. Insure that the files exist, are accessible, and valid.
Automatic time zone mapping source data file {xxx} is not accessible	Missing map data set file. Mapping will be attempted, but some phone numbers may not get mapped properly. OR No CCS dial plan is available for phone number standardization.
Campaign {xxx} contact cache has been depleted on server {xxx}	The server {xxx} has depleted its contact cache for campaign {xxx}. This condition is caused by the following conditions: - Undersized database server hardware - Excessive load caused by external applications or reporting programs - Poor call list connect rate (high contact consumption rate) See {xxx} for more information. OR The Dialer Tran Server has not responded to a request for contacts in over {xxx} seconds. This symptom is caused by the following conditions: - Undersized database server hardware - Excessive load caused by external applications or reporting programs - Poor call list connect rate (high contact consumption rate) See {xxx} for more information. OR The server {xxx} has depleted its contact cache for campaign {xxx}. This condition is caused by the following conditions: - Undersized database hardware Excessive load caused by external applications or reporting programs - Poor call list connect rate (high contact consumption rate). See {xxx} for more information.
Campaign {xxx} is using a Policy Set that contains one or more invalid Contact Column Behaviors.	Campaign {xxx} is using a Policy Set that contains one or more Contact Column Behaviors that reference contact columns not used by the campaign. The invalid contact columns are: {xxx}	This message occurs when the policy is changing or ordering the contact columns that the campaign uses.
Campaign max lines reached	This campaign has reached its configured maximum lines: {xxx}. This indicates that the dialing rate is being limited. If this message occurs frequently and the connect rate is normal then consider increasing the maximum lines setting on this campaign.
Campaign Statistics, Call History, and Agent Activity inserts are accumulating in PMQueue.	The number of Campaign Statistics, Call History, and Agent Activity inserts en-route to the database are increasing. Average insertion time is {xxx} milliseconds. The number of pending inserts is {xxx}. This condition is caused by the following circumstances: - The database server hardware is undersized - Applications running on the CCS are consuming CPU - Reporting applications are locking the campaign stats, call history, or agent stat tables.
Contact List updates are accumulating in PMQueue.	The number of Contact List updates en-route to the database is increasing. Average insertion time is {xxx} milliseconds. The number of entries pending updates is {xxx}. This condition may cause interruptions in dialing activity. This symptom is caused by the following circumstances: - The database server hardware is undersized - Applications running on the CCS are consuming CPU - Reporting applications are locking the contact list table. See {xxx} for more information.
Dialer Configuration load error	Unable to load Dialer config XML file. Dialer will switch to use the backup file.	This message occurs due to an XML read error while loading the existing Dialer config XML file. This error can result from a corrupted file or data added to the config file that corrupts the XML. Restore the Dialer config XML file from a trusted backup to resolve this issue.
Dialing Restrictions have been applied to all campaigns on server {xxx}	Dialing activity for all campaigns on server {xxx} currently requires a line capacity greater than the specified number of lines. The specified maximum number of lines is {xxx}. See {xxx} for more information.	This message occurs when the Dialer subsystem reaches the maximum number of lines for the Outbound Dialer server. Campaigns cannot place additional calls until lines become available. To resolve this issue, you can: Limit campaigns to not reach the server maximum. To limit the server maximum for a campaign, set the Max Lines per Campaign setting on the under Dial Settings on the Basic Configuration tab. Increase the maximum calls for the server to allow all campaigns to dial at the maximum rate for the campaign. To increase the maximum calls for a server, set the Maximum Calls in Interaction Administrator under Advanced Dialer Configuration.
Dialing Restrictions have been applied to campaign {xxx} on server {xxx}	The current abandonment rate {xxx} exceeds the configured abandonment rate target {xxx} for campaign {xxx}. The dialer will reduce pacing aggression until abandons have subsided. If this condition persists, add Attempts to the sort criteria for the campaign. Alternatively, set Max Lines per Campaign on the campaign configuration to a lower value. See {xxx} for more information. OR The campaign {xxx} has fewer than 6 active agents. Dialing predictive campaigns with less than 6 agents may cause decreased agent utilization and increased abandon rate. Use preview mode for smaller workgroups. See {xxx} for more information. OR The current abandonment rate {xxx} exceeds the configured strict abandonment rate {xxx} for campaign {xxx}. The dialer will reduce pacing aggression and switch to power mode until abandoned calls have subsided. If this condition persists, add Attempts to the sort criteria for the campaign. Alternatively, set Max Lines per Campaign on the campaign configuration to a lower value. See {xxx} for more information.
Disposition Custom Stored Procedure calls are accumulating in PMQueue.	The number of Disposition Custom Stored Procedure calls en route to the database is increasing. Average insertion time is {xxx} milliseconds. The number of entries pending updates is {xxx}. This condition may cause delay or loss of work required by the custom stored procedure(s). This symptom is caused by the following circumstances: - The database server hardware is undersized - Applications running on the CCS are consuming CPU - Reporting applications are locking the contact list table. See {xxx} for more information.	In addition, this issue can result when the custom stored procedures take a significant amount of time and cause the system to back up. Currently, the system batches call list updates and does not display this message.
DNC Scrubbing failed for campaign {xxx}	DNC Scrubbing failed for campaign <{xxx}> using DNC Source <{xxx}>. The error was: <{xxx}>	This message passes the error from the DNC source. For example, this message can occur when Dialer cannot reach DNC.com or received an error from the custom DNC table in the database. To help resolve this issue, use the error given by the DNC source and the type of DNC source.
High non-Dialer agent reservation for campaign {xxx}	Campaign {xxx} is reserving a high percentage of its active agents for non-Dialer calls. This can cause dialing to slow down and in some cases stop completely.	This message occurs when 50 percent or more of the agents for a campaign are on non-Dialer calls. To resolve this issue, create business practices to ensure that agents are not on non-Dialer calls when agents log on to the campaign.
Incorrect database provider specified in connection {xxx}	The database provider {xxx} is not recommended for use with dialer. Please use Microsoft OLE DB Provider for SQL Server or Oracle Provider for OLE DB. See {xxx} for more information.
Max call rate reached	Dialing is being restricted by the configured Dialer Maximum Call Rate setting. If this situation persists, consider increasing that limit.	This message occurs when Dialer attempts to place more calls per second than allowed by the Max Call Rate setting. Adjust the max Call Rate value in Interaction Administrator under Advanced Interaction Dialer in Global Dialer Settings.
No automatic time zone mappings are present	No automatic time zone mappings are present. Automatic time zone mapping will be unavailable for all campaigns.	This message occurs when no time zone mappings exist in the time zone map data source. A problem exists retrieving the time zone data from a data provider, accessing the file, or data does not exist in the file. To correct this issue, verify that the area code mapping data exists.
No time zone map data sets configured for automatic time zone mapping	No time zone map data sets configured for automatic time zone mapping. Automatic time zone mapping will not be performed.	To correct this issue: Configure time zone mapping by adding time zone map data sets. Turn off automatic time zone mapping for the campaign by using the Timezone Settings on the Basic Configuration tab of the Campaign Properties Panel.
Recycle in progress for campaign {xxx}	Campaign <{xxx}> is recycling its contact list. Dialing performance may be affected until the recycle operation completes.
The agent {xxx} logged into campaign {xxx} on server {xxx} has none of the required skills.	The agent {xxx} logged into campaign {xxx} on server {xxx} has none of the required skills, so no calls will be placed for this agent.	This message occurs when the skills for an agent do not meet the skills that a campaign requires. To correct this issue, log the agent out of the campaign or correct the skills available for the agent. See Configure Skills-Based Dialing.
The agent {xxx} logged into campaign {xxx} with a persistent connection, but no persistent connection wav file was specified in the campaign.	The agent {xxx} logged into campaign {xxx} with a persistent connection, but no persistent connection wav file was specified in the campaign. Defaulting to silence.
The campaign {xxx} contains no callable contacts.	The configured Zone Set {xxx} specified for Campaign {xxx} is blocking all callable contacts. Callable records being blocked: {xxx}. See {xxx} for more information. OR There are no callable contacts available for Campaign {xxx}. No contact records are in a callable status. Records may not be callable because: - Contacts have been scheduled to be called at a later date. - Contacts have been completed with a contact reason code - Contacts are being cached by one or more dialers. See {xxx} for more information.
The campaign {xxx} on server {xxx} has been paused.	The campaign {xxx} on server {xxx} has been paused because TS API calls are failing. The most likely cause of the TS API failures is that TS Server is not running.
The campaign {xxx} will not be started on server {xxx}	The line group {xxx} selected for dialing on campaign {xxx} is invalid or contains no lines on server {xxx}. Please select another line group. See {xxx} for more information. OR The workgroup {xxx} selected for campaign {xxx} is invalid or contains no agents. Please select another workgroup. See {xxx} for more information.
The connection {xxx} does not have a default database or is not a udl file that can be used by dialer.	The connection {xxx} does not specify a default database or is not a valid udl file. The connection must include a udl file and specify a default database. See {xxx} for more information.
The connection {xxx} has a collation type that does not match the collation type of the TempDB database.	The connection {xxx} references database {xxx} which has a collation type {xxx}. The collation type of tempdb is {xxx}. These collation types must be identical. See {xxx} for more information.
The user {xxx} has been placed on break from campaign {xxx} on server {xxx}.	The user {xxx} has been placed on break from campaign {xxx} on server {xxx}, because a TS API call failed. Campaign {xxx} will continue dialing (up to the pause error threshold) for other agents if this TS problem is specific to this user.
Unknown status message received.	A status message reported by one or more of the Dialer subsystems could not be displayed. Client support libraries may be out of sync with server components. DialerStatusMessage m_ID:{xxx}. See {xxx} for more information.