3-4
Preventive, Corrective & File Maintenance VU-ACD™/100 Maintenance Guide – Host/DOS
3.2 Corrective Maintenance
Corrective maintenance is the process of identifying and resolving the cause(s) of operational and func-
tional problems exhibited by the ACD MIS. The problem is displayed by the ACD MIS but may be the
result of user ignorance, faulty inputs (DMS-100 data stream), or defective output interfaces and devices
(datacomm and telco lines, modems, printers, remote terminals). Fault isolation must determine the
underlying cause before a remedy can be applied.
VU-ACD/100 incorporates several tools for tracking system performance including log files and fed logs.
Tracking of configuration changes, including modifications to DMS-100 datafill, ACD MIS datacomm
devices and cabling, is another means for determining whether the problem originated within the
VU-ACD/100 or outside the system.
3.2.1 Log Messages
The System Logs option allows the user to display or print the contents of log files maintained by the
VU-ACD/100 system. These logs trace internal process activity. All activities are time stamped when
logged. Data contained in the log files is important when troubleshooting system problems.
Five types of logs may be displayed/printed :
•
Backup Log
– lists all automatic and manual activity related to backing up and restoring
files to/from cartridge tape.
•
System Process Log
– provides a history of real-time ACD MIS events including system
startup, shutdown, load management access and VU-ACD/100 failures.
•
Link Log
– logs all Switch data link and InterLink activity. In MultiLink configurations,
link event messages from all data links appear in the Link Log, marked with
NODE1
,
NODE2
,
NODE3
, etc.
•
Event log
– logs all call event activity. The Event Log contains a daily log of the ACD events
sent by ACD switch(es), Net-VU servers and/or other VU-ACD/100 hosts to the ACD MIS.
Event Logs are only recorded by the VU-ACD/100 when Event logging is enabled.
•
Schedule Change Log
[optional] – logs all agent scheduling activity on systems equipped with
the Adherence To Schedule option. Each log entry identifies the date, time, process (adhere:),
type of activity, affected agent’s schedule (schedule date, PIN), and the login name of the user
who made the change.
The Backup and System Process Logs are available through the VU-ACD/100 Administration and
Maintenance Menus. The Link Log and Event Log are only accessible through the Maintenance Menu.
The Schedule Change Log is available under the Adherence Menu.
Log messages are very useful in determining the chronology of failure. VU-ACD/100 logs hold up to
25,000 lines and can be scrolled forwards and backwards to view day-to-day activities.
3.2.2 Event Logs
Event Logs store the call events coming down the data link from the Centrex ACD switch, Net-VU
server or other ACD MIS host. These events are parsed by the VU-ACD/100 into blocks of data which
can be dynamically shown on the Real-Time Display and stored for use in historical reports.
In MultiLink configurations, multiple switch data links and InterLink inputs supply call event data to the
VU-ACD/100 host. Each data link (node) will have its own separately enabled/disabled event log.
Event logs consume significant amounts of disk space. Administrator must manually enable and disable
the data capture process to limit excessive disk usage (refer to Section 2.3.4 ).
?
Event logs should only be turned on when needed for troubleshooting. Always
turn off event logs when problems have been detected and resolved. Refer to
Section 2.3.4 for additional information on event logs.
