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How to restart Dialer subsystems

There are certain instances where Dialer may get into a "Bad State" and the best recovery method that does not require restarting the CCS or ODS servers is to cycle the main Dialer subsystems. This should only be done when no agents are logged into Dialer and its Campaigns have been set to Manual Off. Following this procedure should result in minimal Dialer downtime, generally 1-3 minutes.

  1. Logon to Interaction Administrator.

  2. Select to the Campaigns container.

  3. For each Campaign that is not already in a Manual Off status, click Stop. Then click Save. Repeat until all campaigns are in a Manual Off status.

  4. Close Interaction Administrator.

  5. Open IC System Manager on your Outbound Dialer Server. The shortcut is Start > All Programs > PureConnect > IC System Manager.

  6. Right-click DialerServer. Then select Stop Subsystem from the shortcut menu.

  7. Click Yes to confirm that you wish to stop DialerServer. Performing a memory dump is optional, but takes extra time.

  8. Right-click DialerStatRepeater. Then select Stop Subsystem from the shortcut menu.

  9. Click Yes to confirm that you want to stop DialerStatRepeater.

At this point, both subsystems should have a red status arrow in the leftmost column, indicating that that they are stopped. 

  1. Leave IC System Manager open.

  2. Go to the Central Campaign Server. Then logon to the CCS.

  3. Start the Services applet by selecting Start > All Programs > Administrative Tools > Services.

  4. Scroll down to Interaction Center. Right click Interaction Center and select "Restart".

Be VERY sure you are doing this on the CCS and not the CIC/ODS.

  1. Once the service has been restarted, switch back to the ODS/CIC Server.

  1. In IC System Manager, right-click DialerServer

  2. Select Restart Subsystem from the shortcut menu. Then click Yes to confirm a restart of the service.

  3. Once started, right click DialerStatRepeater.

  4. Click Restart Subsystem. Click Yes to confirm a restart.

  5. Once both services are started (wait for green up arrows), close IC System Manager.

  6. Start Interaction Administrator.

  7. Use the Campaign view in Interaction Dialer Manager to start campaigns that were stopped in step 3.