CCA EmailServer Getting Stuck For 1 Hour (Doc ID 1157264.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Contact Center Anywhere - Version v7.1.7.5 (SP5) and later
Information in this document applies to any platform.
Email server will randomly multiple times per week stop responding for an hour or more causing sever email disruption as well as email interactions being delivered to agents but the actual email not showing up until the thread starts working again.

***Checked for relevance on 09-Jun-2013***
***Checked for relevance on 19-Mar-2015***


Symptoms


On : v7.1.7.5 (SP5) version, Email Processing

When attempting to send mail,
the following error occurs.

ERROR
-----------------------

IM Server Log:

IMServer_1133_20100509_062332_4551_3.log(498204): 19/07/2010 12:23:30.700 : 4 : 1 : 4551 : IMServer : 1133 : IM2WEB_SendMsgToUser(): userSessionID[-1407424462] msg[SYS.IMSERVER.EMAIL_ROUTE_ERROR]

From the Email server logs:

19/07/2010 12:20:58.610 : 0 : 8 : 23753 : EmailServer : 1145 : Error Sending E-mail [Smtp Error : [4.4.1 collect: read timeout on connection from mcc2tidcdge02, from=<redcross-alarm@callcentreanywhere.ca>] [421]]
19/07/2010 12:20:58.973 : 0 : 6 : 23753 : EmailServer : 1145 : ************************Project[3810] : Connecting to Host[209.171.43.240]
19/07/2010 12:20:58.978 : 0 : 6 : 23753 : EmailServer : 1145 : ************************Project[3810] : Connected to Host[209.171.43.240]
19/07/2010 12:20:59.044 : 5 : 6 : 23753 : EmailServer : 1145 : Project[3810] : No Emails Host[209.171.43.240] User[injuryprevention@redcross.ca]
19/07/2010 12:20:59.611 : 0 : 8 : 23753 : EmailServer : 1145 : File Not Found[/users/tatwork/ccanywhere/tmp/email/ACDEMAILS/722207/722207_1144999885989530//mailreceived.txt]
19/07/2010 12:21:00.612 : 0 : 8 : 23753 : EmailServer : 1145 : File Not Found[/users/tatwork/ccanywhere/tmp/email/ACDEMAILS/722207/722207_1144999885989530//mailreceived.txt]
19/07/2010 12:21:01.613 : 0 : 8 : 23753 : EmailServer : 1145 : File Not Found[/users/tatwork/ccanywhere/tmp/email/ACDEMAILS/722207/722207_1144999885989530//mailreceived.txt]

Cause

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