inContact WFO Server Management Overview
In
In Premises inContact WFO systems, all system servers are managed by the customer.
Server Maintenance
As with other IT systems, your inContact WFO system server(s) may be subject to planned shutdowns or restarts for maintenance windows, as well as occasional unplanned Windows server outages.
A common reason for maintenance windows is the application of Microsoft server updates (patches, hot fixes, and so forth), since these usually cause system restarts. inContact has found that Microsoft updates typically do not affect inContact WFO. However, there is no guarantee that this statement will always hold true.
Points to consider when planning server maintenance include:
- inContact WFO applications and modules are typically installed as Windows services, and are configured to automatically start when the server restarts.
- If calls are being recorded when the system is shut down, those calls are lost. A file of the recorded audio is retained, but no call record is created, and the audio file is not transcoded (if applicable).
- The system does not restart calls that were in the recording process at the time of the shutdown.
- If the Transcoder is processing a call when the system is shut down, the Transcoder will reprocess that call after the restart unless the maximum number of attempts has already been reached.
- If your system includes inContact Speech Analytics and a call is being analyzed at the time of restart, the speech analytics engine will reprocess that call. inContact Speech Analytics is installed on one or more dedicated servers, apart from other inContact WFO applications and modules, so the only effect of work on the primary inContact WFO server should be an interruption in calls available for processing.
- If users are performing evaluations or creating evaluation or survey forms, all unsaved changes are lost.
- Scheduled processes (for example, archiving, report generation, and so forth) can be affected by shutdowns. As an administrator, you should be aware of when these processes occur and schedule server maintenance windows accordingly.
- The sequence in which inContact WFO applications and modules are started or stopped does not matter.
You should shut down any inContact WFO applications and services prior to scheduled server maintenance, shutdowns, or restarts.
When the server is restarted, the inContact WFO applications and modules should restart and function normally.
Disk Space Management
If inContact WFO servers do not have adequate disk space, critical system functions
Plan for Growth
During the sales and installation processes, inContact WFO Sales Engineers use your data to recommend the amount of disk space needed. Estimating future growth and changes is difficult. These common changes can alter the amount of disk space required for your system:
- Adding voice channels
- Adding inContact Screen Recording to your system or adding workstations to be recorded
- Changing desktop resolution on recorded workstations
- Changing recording retention periods
- Increasing call volumes
If your organization is or will be experiencing changes of this nature, contact inContact WFO Support for assistance in recalculating disk space requirements.
Remove Patches and Installers
Files used during installation and maintenance may not need to remain on the server. Examples include inContact WFO or Windows software patches, download wizards, and installation wizards. inContact WFO Installation and Support engineers attempt to remove all unnecessary inContact WFO files. Be sure to remove any unnecessary software when you do maintenance work, such as changes to the server operating system.
Set Up Disk Space Notifications in inContact WFO
This feature is not available in Hybrid inContact WFO.
Disk space management can also be affected by settings on several inContact WFO features. The default settings are adequate for most environments, but changes or specific situations may require setting adjustments.
Disk Space Notifications can be configured to warn you if space becomes an issue on any drive accessible to the Archiver service. If lack of disk space is a recurring issue, talk to inContact WFO Support for a review of the following settings:
- Logging — Make sure the system is not logging excessively and that files are not being saved longer than necessary.
- Archiver and Archive Actions — Confirm files are being purged after they are no longer needed.
- Recording Schedules — Confirm schedules do not have excessive retention days and are tied to Archive Actions or purging.
- Transcoder
Delete Files from Content Library Upload Directory
Files uploaded to the Content Library through the inContact WFO Web Portal are stored on the inContact WFO server. When a file is deleted from the Content Library in the inContact WFO Web Portal, only the reference to the file is deleted. The actual file remains stored on the server with the filename updated to the timestamp of the deletion.
If disk space becomes an issue, you may want to manually delete any files from the server that have been deleted through the inContact WFO Web Portal. Contact inContact WFO Support for assistance if needed.
Delete Log Files after Issues Are Resolved
During service issues, log files grow significantly. After an issue is resolved, you can clear disk space by manually deleting or editing these files if they are no longer needed. You can also reset any logging levels that were increased for troubleshooting purposes, adjusting them to a normal level.
Automatically Delete Temporary Files
Windows and IIS generate many temporary files that are retained indefinitely. These log files are mainly for troubleshooting and reviewing security. If neither of those issues is of immediate interest to you, the files can be deleted periodically. Contact inContact WFO Support for assistance.