Feed Engine

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The core component processes various types of contacts such as PCB, NCB, CSS, and AEM Contacts, under shared list or Campaign/Skill to deliver to the dialer. As per the pre-configured conditions such as DNC, NDNC, and so on, the contacts are filtered before delivering to the dialer. One of the core functionalities of this component is to determine which campaign should be in an active or inactive state based on the configuration in the system.

The following event codes are available:

Event Code - 2.200010

Event Code	2.200010
Event Description	Service - Feed Engine service failed to start
Severity	High
Cause	The possible causes are: DB connectivity is not stable. An SQL error occurs while performing the DB operations. An error occurs while loading the app's configuration. An error occurs while the component checks for HA.
Action	You must the do the following: Check the DB connectivity, app's configuration, and HA configuration in the system When the system starts working or the issue gets resolved, administrators receive a success event with ID 2.200011.

Event Code - 2.200021

Event Code	2.200021
Event Description	Service - Feed Engine service stopped unexpectedly
Severity	High
Cause	An error occurs in the application log.
Action	User intervention is required.

Event Code - 2.200040

Event Code	2.200040
Event Description	Journey Identity Authentication - Delivery process fails for authenticated contacts. Feed Engine sends a request for every deliverable contact to a third-party API for customer authentication to make the call. When the customer responds with a Call Immediately status, the specific contact is delivered to the dialer.
Severity	High
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. SQL performance slows down while fetching the contacts. Dialer MEF must be loaded for identity authentication thread. Invalid dialer-related configuration with the following causes: contact list shared path without file write access or invalid path. dialer API for contact delivery may not have started. dialer database credential configured in the system may be wrong.
Action	User intervention is required.

Event Code - 2.200050

Event Code	2.200050
Event Description	Campaign Group - Failed to load configuration data
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign group sync operation is not updated properly in the system. Verify if dialer DB credential are valid and the Connection is stable. if not verified, the campaign groups and the related information does not get synced properly to the system. No campaign groups are enabled.
Action	You must check the following: SQL connectivity and its performance. If the campaign is synced properly with the required data. For errors exist while reading the data. If campaign groups are enabled in the system for further process.

Event Code - 2.200060

Event Code	2.200060
Event Description	IVR Throttle - Failed to initialize web service
Severity	Medium
Cause	The possible causes are: IVR Throttle Windows service is not started. IVR Throttle SVC (web service) throws errors. Wrong URL for IVR Throttle service in the Feed Engine config file.
Action	You must check the following: If the IVR Throttle service is up and running. For any errors in the IVR Throttle service's web service. If the URL is configured properly in Feed Engine's configuration file. Note: When the system starts working or the issue gets resolved, you receive a success event with event ID 2.200061.

Event Code - 2.200070

Event Code	2.200070
Event Description	Campaign - An error occurred while loading the configuration data
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurred while performing the DB operations. A campaign's dependent entities such as call strategy, campaign group, time zones, CSS, and state law information, are configured appropriately.
Action	You must check the following: Each Entity's configurations. SQL connectivity and its performance. Run the index scripts for better performance to read campaign group information from database. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200071.

Event Code - 2.200090

Event Code	2.200090
Event Description	Shared List - No target campaign groups/skills are mapped/enabled in CSS.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign group is not active, or not enabled in CSS, or the mandatory fields are not synced properly.
Action	You must check the following: SQL connectivity and its performance for timeout. If the campaign group is enabled in CSS for the shared list campaign. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200091.

Event Code - 2.200100

Event Code	2.200100
Event Description	EOD Process—An error occurred while performing the operation. The end-of-day, or EOD, process runs at a configured time. When the server time reaches the scheduled time to reset the contacts in the system, the same gets cleared on the dialer side.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Generic Windows service is not started. Generic SVC (Web service) throws errors. Wrong URL for Generic service in the Feed Engine config file.
Action	You must check the following: If the Generic service is up and running. For any errors in the Generic service's web service. If the URL is configured properly in Feed Engine's configuration file. If the SQL connectivity is stable, and add indexing if query execution is slow. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200101.

Event Code - 2.200110

Event Code	2.200110
Event Description	Flush Based on Time Zone - An error occurred while flushing the contacts for specific time zone (follow-the-sun model). The process flushes the expired contacts in the system once they are cleared gets clear on the dialer side. It continuously executes the process whenever the contacts get expired based on the contact time zone.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Generic Windows service is not started. Generic SVC (Web service) throws errors. Global Retry count on failure has reached, preventing this action. Wrong URL for Generic service in the Feed Engine config file.
Action	You must check the following: If the Generic service is up and running. For any errors in the Generic service's web service. If the URL is configured properly in Feed Engine's configuration file. If the SQL connectivity is stable and add indexing if query execution is slow. If the Global Retry count is configured appropriately. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200111.

Event Code - 2.200120

Event Code	2.200120
Event Description	EOD Process Based on Time Zone - An error occurred while performing the operation. The end-of-day, or EOD, process runs at a configured time. When the server time reaches the scheduled time to reset the contacts in the system, the same gets cleared on the dialer side.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations.
Action	You must check the following: If the SQL connectivity is stable and add indexing if query execution is slow. If the Global Retry count is configured appropriately. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200121.

Event Code - 2.200140

Event Code	2.200140
Event Description	EOD Process Based on Time Zone - An error occurred while performing the operation. The end-of-day, or EOD, process runs at a configured time. When the server time reaches the scheduled time to reset the contacts in the system, the same gets cleared on the dialer side.
Severity	Medium
Cause	The possible causes are: License Manager Windows service might have not started. License Manager Web service might have thrown errors. Wrong URL for License Manager service in the Feed Engine config file.
Action	You must check the following: If the License Manager service is up and running. If any errors in the License Manager web service configuration file. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200141.

Event Code - 2.200150

Event Code	2.200150
Event Description	Time Zone - An error occurred while updating the current time of time zones
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Time zone is not enabled in the system. A Windows zone name is not updated for using time zones.
Action	You must check the following: Time zone is enabled in the system. The Windows zone name is updated for each time zone that the system uses. SQL connectivity is stable. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200151.

Event Code - 2.200160

Event Code	2.200160
Event Description	Contact Delivery - Shared List - Algorithm provides zero, preventing contact delivery to dialer
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Algorithm is failed due to errors. System does not receive call results (from the dialer) of contacts already delivered.
Action	You must check the following: Algorithm calculation by validating history of delivery info. For any errors in the log. For errors receiving call results from dialer. The Windows zone name is updated for each time zone that the system uses. If the SQL connectivity is stable and add indexing if query execution is slow. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200161.

Event Code - 2.200170

Event Code	2.200170
Event Description	Contact Delivery - IVR Throttle - Algorithm results preventing delivery of contacts to dialer
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. IVR Throttle Windows service may not have started. IVR Throttle SVC (web service) may have thrown errors. Wrong URL for IVR Throttle service in the Feed Engine config file.
Action	You must check the following: Agent-opted value in the delivery information table. Dependent web API, that updates if agent opts to connect to another agent, is working properly. If any errors occurs while receiving call results from the dialer. If IVR throttle service is up and running. For any errors in the IVR Throttle service's Web service. If the SQL connectivity is stable, and add indexing if query execution is slow. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200171.

Event Code - 2.200180

Event Code	2.200180
Event Description	Contact Delivery - IVR Throttle - Algorithm results preventing delivery of contacts to dialer
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. System does not receive call results from the dialer for the contacts that are already delivered. Algorithm fails due to errors.
Action	You must check the following: Algorithm calculation by validating the history of the delivery information. Logs for any errors. If any errors occurs while receiving call results from the dialer. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200181.

Event Code - 2.200190

Event Code	2.200190
Event Description	Contact Delivery - Shared List - An error occurred while processing the Callback contacts for delivery.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer DB credentials are wrong. Dialer import path is not updated in the Campaign Management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: Call back contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available State for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200191.

Event Code - 2.200200

Event Code	2.200200
Event Description	Contact Delivery – An error occurred while processing the callback contacts for delivery
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer DB credentials are wrong. Dialer import path is not updated in the campaign management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: Call back contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available state for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200201.

Event Code - 2.200210

Event Code	2.200210
Event Description	Contact Delivery - Shared List - CSS Contacts - None of the contacts are delivered.
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign has no contacts for delivery. Campaign CSS conditions are enabled. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer import path is not updated in the campaign management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: Call back contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available state for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200211.

Event Code - 2.200220

Event Code	2.200220
Event Description	Contact Delivery - CSS Contacts - None of the contacts are delivered
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign has no contacts for delivery. Campaign CSS conditions are enabled. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer import path is not updated in the campaign management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: Call back contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available state for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200221.

Event Code - 2.200230

Event Code	2.200230
Event Description	Contact Delivery - Shared List - AEM Contacts - None of the contacts are delivered
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign has no contacts for delivery. Campaign CSS conditions are enabled. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer import path is not updated in the campaign management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: AEM contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available state for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200231.

Event Code - 2.200240

Event Code	2.200240
Event Description	Contact Delivery - Shared List - AEM Contacts - None of the contacts are delivered
Severity	Medium
Cause	The possible causes are: Unable to connect to SQL server. An SQL error occurs while performing the DB operations. Campaign has no contacts for delivery. Campaign CSS conditions are enabled. All the callback contacts are filtered when applying DNC, NDNC, and PEWC. Dialer import path is not updated in the campaign management system. No dialer agent is available in Active state to receive calls.
Action	You must check the following: AEM contacts are available in the system. Dialer database connection details are correct in the system. SQL connectivity is stable and add indexing if query execution is slow. Contact import path and unified API are synced with the dialers. Dialer agents are in the Available state for connecting calls. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200241.

Event Code - 2.200250

Event Code	2.200250
Event Description	Contact Delivery - MEF - An error occurred while loading the library
Severity	Medium
Cause	The possible causes are: Latest library is not updated in the MEF folder path. Channel type (configured in OBD_ChannelType table or configuration file) differs from the one defined in the MEF library.
Action	You must check the following: If a valid MEF library is present in the MEF folder path. Note: Once the system starts working or the issue gets resolved, administrators receive a success event with event ID 2.200251.

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