Dialer Health view

The Dialer Health view displays the health and status of campaigns and Interaction Dialer in general. Use this view to troubleshoot issues.  It presents two panes of information:

• The top pane displays Dialer Status Messages—diagnostic information about the current condition of campaigns and workflows.  This pane dynamically updates itself to display new messages and to remove messages that no longer apply. 

• The bottom pane chronicles Dialer History Messages. It lists event and status messages that were logged by the Central Campaign Server, Outbound Dialer Servers, and by internal processes such as DialerTran.  The user must refresh to retrieve the most recent messages posted to the history pane. 

• The top and bottom panes are not related. The top pane displays diagnostic information about current conditions. The bottom pane is a historical log of past events.  You can sort a column alphabetically in either pane by clicking on the column heading. 

Dialer Status Messages pane

Messages in the Dialer Status (top) pane are derived from heuristics that indicate adverse situations. The columns displayed are:

Severity column

The column indicates the seriousness of the event condition (Warning, Information, etc.)

Time column

Timestamp that indicates when an event occurred.

Process Name

Name of the server process that sent the status message.

Machine Name

Name of the ODS server.

Campaign

Campaign associated with the event, if known.

Message

Brief description of the event that occurred.  To display the entire text, double-click the event to open the Message Details dialog. 

Messages are added to this list when:

• Max Calls per Agent has been hit.

• 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, etc.)

• The Pace is manually adjusted.

See Messages that can appear in a Dialer Health view for additional information.

Dialer History Messages pane

The bottom pane (Dialer History) lists event and status messages that were logged by the Central Campaign Server, Outbound Dialer Servers, and by internal processes such as DialerTran.  Since Dialer consolidates messages in its own message history, it is convenient to examine this repository for Dialer-related entries.  When the view is scoped to view multiple workflows, the messages for each workflow are grouped together (in other words, messages for workflow A and workflow B are not intermixed).  When the dialog is scoped to monitor a single workflow, only messages from that workflow appear in the list.

Type column

This column identifies the type of message.  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.  An Information event describes the successful operation of an application or subsystem.

Time column

The date and time when the message was logged.

Site column

Name of the Outbound Dialer that this message pertains to.

Campaign column

Name of the campaign that this message pertains to.

Agent column

Name of the call center that this message pertains to, if applicable.

Message column

Text of the message entry.