Cisco Agent Desktop (CAD) Timed Out

Question

Hello Everybody,
I'm looking for a little insight into a problem that was encountered recently with a customer that essentially caused downtime.  When the Agents were attempting to log into Cisco Agent Desktop it gave the following error:
"The request to log into the Cisco Unified CCX application server timed out. Please verify your system is online and try again."
CCX Version : 8.0.2.11002-3
CUCM: 8.0.3.21011-1 with LDAP integration/authentication
The customer does have high availability and after restarting both CCX servers the problem still occurred.  Finally, once the CUCM publisher was restarted everything the login started working again.  As the resolution was a server restart I'm looking for further information regarding this problem, why it may have occurred, and what can be done to prevent it in the future.  It seems that LDAP issues are a common cause of this error but why?  Can IPA be used as a backup if another situation like this occurs again?
I appreciate the time,
Thanks.

Answer 1

Hi Keith,
We could never state it will never happen again. CUCM, AD or UCCX could have a latency issue later on. However if you see the technote that I sent it explains what tracing is needed and how to verify that LDAP is not sending the acknowledgement back in time. Below is an example of the MIVR logs;
//Initiating login
461102: Jan 28 08:01:34.909 PST %MIVR-SS_RM-7-UNK:Trying to authenticate agent MSmith
The login ID is the same ID that is used to login to CAD. For our test MSmith was used.
The next message should be that login was successful; however, a time out may have occurred since the CAD timer has expired (10 seconds). We then see after the 10th second CUCM finishes the authentication.
//CUCM returns login successful after the 10 second CAD timer expires causing the timeout message to be displayed
461107: Jan 28 08:01:45.206 PST %MIVR-SS_RM-7-UNK:Successfully authenticated agent MSmith at extension 1904
CAD has ten second timer. If the successful message is not sent within that time CAD fails to login. The port change for the AD server that is the Global Catalog server is also documented in the CUCM SRND and should be used regardless.
I hope that answers your question.
Joe