Once myContactCenter is set up, day-to-day operation is about keeping everything running: the services are reachable, the phone system accepts calls, the mailboxes are collected, and the database stays fast and backed up.
| Area | Purpose |
|---|---|
| Status of services | Whether the server, Routing Services, phone system, mailboxes and the other connections are working. This is also where you suspend Routing Services and switch them over. |
| Running conversations | All conversations the server is currently handling, with state, waiting time and agent. This is where you end stuck conversations. |
| Backing up and maintaining the database | Create backups, maintain the database and delete old statistics data. |
What to do regularly
- Daily: Look at Status of services and at the information area. Red entries and error messages from the server often show problems before customers notice them.
- Continuously: Have yourself notified of bottlenecks, for example when too many customers are waiting — with performance monitoring.
- Regularly: Back up both databases with the tools of your database system, and schedule maintenance for quiet times.
- As needed: Delete statistics data you no longer need by cleaning up the database.
How detailed the services log and how to monitor myContactCenter via SNMP is described in Logs and monitoring.
Status of services
Which services and connections the Status of services list shows, what their states mean, what to check for red entries and how to suspend and switch Routing Services.
Running conversations
The list of conversations the server is currently handling — what the header, columns, states and colors mean, and how to end a stuck conversation.
Backing up and maintaining the database
How to back up the server's database, manage backups, maintain the database and delete old statistics data — and what you do yourself with the tools of your database system.