Problem

If iSymphony is using excessive amounts of CPU time, or is affecting call quality on the system it's installed on, here are a few things to check before opening a ticket with us. 

Troubleshooting

1. Ensure that the hardware installed in the system running iSymphony is reasonably close to our Hardware Requirements. It doesn't need to exactly meet the recommendations, due to the inherent variability in requirements, but it should be close. 
2. If you are using call detail records in MySQL, ensure that you have applied the index fix for the CDR database. 
3. Check the iSymphony log files for errors that may be related. See Error Messages In Logs for details on checking the iSymphony logs, and look for one of these specific messages that may cause high CPU usage:
   1. java.lang.OutOfMemoryError: Java heap space
   2. java.lang.OutOfMemoryError: unable to create new native thread

Further Support

If you've checked the above items, and you're still having resource usage or call quality issues, feel free to open a ticket including the following information:

1. The symptoms you're experiencing (e.g. high cpu usage, high network traffic, call quality issues, etc), including how frequently they happen.

2. The output of the following commands:

   $ cat /proc/cpuinfo
   $ free -m
   $ ps aux | grep -e "java.*isymphony3"
3. All files in /opt/isymphony3/server/log.
4. All files in /opt/isymphony3/server/conf.
5. Approximately how much call traffic does this phone system handle (calls per day, simultaneous calls, etc)?
6. If you are using queues on this phone system, 
   1. How many queues are running on the system (even if they aren't licensed in iSymphony)?
   2. How many agents are logging into queues at a time?
   3. What ring strategy are you using for your queues?
7. If you can catch the system while it is lagging for additional information, include the following as well:
   1. A screenshot of the top command while the issue is occurring.

   2. The output of these commands:

      $ netstat -lanp | grep 5038
      $ netstat -lanp | grep 50000
      $ cat /proc/`cat /opt/isymphony3/server/iSymphonyServer.pid`/stat

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