E-MCF: Multichannel Queue Server is not in Service. Please see System Administrator (Doc ID 2126925.1)

Last updated on MAY 16, 2016

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.53 and later
Information in this document applies to any platform.

Symptoms

Sample Environment:

---------------------

PeopleTools 8.53.14
CRM 9.2 PUM5
RHAT 6.5  Appserv domain, process scheduler domain, webserv domain.  All on different machines running RHAT 6.5
Oracle DBMS 11.2.0.3

CRM agents are using  IE 8
And the OS for agents machines - Windows 7 SP1 64 bit

Issue/ Reported Behaviour
------------------------------
The agents ( using CRM's chat functionality )  are reporting intermittent chat disconnections.  Quite often, once the issue occurs, it will reoccur every 5-10 minutes until all browser sessions are closed and restarted. 

Typically the UAD / Multichannel console connection status light is green, indicating that agent is connected.  But in this case, when the issue occurs, this connection status/light changes to yellow and then disconnects and shows the message "Not in Service" .   Different agents see this at different intervals, they don't see the issue at the same time.

Agent's machine tracer log shows Heartbeat lost. 

e.g

[10:41:15 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
ps_agentid = JSMITH2
mcp_eventtype = EVT_UNASSIGNED
ps_tasknum = HRDEV_CHAT_3
ps_tasktype = CHAT

[10:41:29 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:42:29 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:43:29 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:44:29 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:45:30 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:46:30 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:47:30 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
REQ_HEARTBEAT
[10:47:30 1/6/2016] [RENCLSTR_0001] bd6d0fec-b488-11e5-9ff9-932bdb081359
Heartbeat lost.

Aside:   CRM application periodically performs a tunnel refresh, to release the browser memory. When this occurs, similar symptoms will be displayed, but the tunnel refresh is expected to occur around once a day under normal workload. After the recovery from a tunnel refresh, the application will function normally.

Cause

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