Reactive debugging in UCCX 7.0.1

Hi All,
Last couple days I've had this weird issue happening with IPCC.
I've tried to debug couple of scripts, but they never get triggered, it's like application does not get triggered at all.
Although I call the trigger and it plays menu and actually works.
The script is fine, I know I'm putting correct script name when I debug, I've done it before, the same script, with no problem. It just stopped working last friday.
More info: It's HA solution, both servers are "IN SERVICE", it's a production network 24/7 CC, so I can't just restart the servers without a good reason.
Anything I should be looking into? any ideas???
Many thanks,

Hard to say what is going on unless you look at the medt log
Try testing from the script editor on the uccx box and see what happens, this will let us know where the issue lies
We are trying to isolate if this is an issue due to the network or your UCCX has a problem with running the debug
If you do look at the MEDT you will see that the Script Editor fires of a request to the UCCX that it will be performing a debug on script XXXX
The UCCX will response to this and the Script Editor will then poll the UCCX till a call has hit the system.
Determine where the break down in the process lies, also try disabling any anti virus/firewall you have on the client pc should the test on the UCCX box works.

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IPCC Express Exception From Reactive Debug

Hi guys,
IPCC Express 4.0(4)
I am getting the following exception on the Terminate step of my script when I do a reactive debug.
Contact id: 32976, Contact is inactive when getting channel
The script does everything it should successfully in terms of queueing callers, selecting a resource when available etc. It is just the final Terminate step that throws up this exception.
Any ideas on what I might have failed to do in the script would be appreciated and also is it something i need to be concerned about. I would much rather have a clean reactive debug.
Cheers

The script does everything it should successfully in terms of queueing
callers, selecting a resource when available etc. It is just the final
Terminate step that throws up this exception.
If you're in the Connected branch of Select Resource, you're done. The contact is already gone, talking to the agent, there's nothing to hang up on. All you need to do is End.

Reactive debugger stopped working (UCCX 8.5)

I've used reactive debugging many times in the last couple of months but this week it stopped working. I get the "waiting for a triggering event" countdown message. But the debugger never gets triggered when I call. My scripts just run like normal.
I've tried the troubleshooting tips I've found here, but without success:
1. I've uninstalled and re-installed the CCX Editor.
2. I tried running the editor in Windows 2000 compatibility mode.
3. There was a suggestion to run the editor from the server. I've been told it's a Linux box with no GUI, so that's not an option.
4. I've examined the MEDT logs but don't really know what I'm looking for. I see a "workflowDebuggerTaskCreationFailed" message, but it seems to happen immediately before the timeout, so I don't know if it's relevant.
I've asked my client's Cisco vendor for assistance but they've been unresponsive and unhelpful. I don't have admin privileges to the server so am limited in my ability to do detective work. I've run out of ideas and would welcome any suggestions.
Many thanks-
-David

HA = High Availability. CCX runs in an active/standby model and only the active node (whomever has Mastership) is actively processing calls. So, if you have the editor logged into the Standby node the script is not being triggered because your call wasn't received by that node*. You must relaunch the editor and use the IP/FQDN of the node which has mastership.
I'm a bit confused as to why I'm able to save and play scripts to/from the repository
This is just uploading/saving to the database on that node which will always work. Remember that the database replication is from the node with mastership to the standby node though. Lastly, keep in mind that the MIVR engine is executing the script from disk, not the database directly. This is done to avoid excessive calls to the database at runtime. Anytime you upload a script, from the editor or the webpage, you need to refresh it and the application so the updated data is replicated to disk for the engine to consume.
*Technically the call is sent to both nodes as both register the CTI Route Points but only the node with Mastership responds and issues the CTI Redirect operation to a Call Control Group (CTI Port) port.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX Call not working

Hi,
I have setup a HQ and Branch office. HQ is setup as Customer service location and Branch as Sales location. When PSTN calls Customer Service 800 number, the application runs fine. But when PSTN calls Sales 888 number, the call gets disconnected without any busy tone or anything.
I am using G711ulaw within sites and G.729 in between sites. UCCX and call manager servers are located in the HQ.
When running a reactive debug in Sales application, its triggers and stops at "Accept" step.
Any help is greatly appreciated.
thanks

Hi.
Which region and which codec is the PSTN router negotiating with CUCM?
Do you hear a fast busy tone on pstn phone when calling the application pilot?
On PSTN router:
conf t
logging buffered 4096
logging monitor debug
debug voip ccapi inout
term mon
and during a call from a pstn phone you should see the output of debug command.
Please post it here.
Thanks
Regards
Carlo

UCCX change DOC location

Hello all,
On my UCCX system I have the German language installed. In the DOC repository unde de_DE I have a directory called IT. I have placed an XML file here.
When my script runs it should look here and read this file. However a reactive debug tells me that the script is looking in en_GB\en_DE\IT\.
I thought that by setting the script language to de_DE this would correct the problem but it hasn't. How can I correct this and get the script to look in the correct location for the XML file?
Thanks,

Creating a language variable does nothing unless you apply it. You can qualify the specific language against the document at your Create XML Document step using an @ qualifier; or, possibly just specify DOC[de_DE\filename.xml] in the parameter.
The qualifier is explained in the Expression Language Reference document, page 152:
http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fen%2FUS%2Fdocs%2Fvoice_ip_comm%2Fcust_contact%2Fcontact_center%2Fcrs%2Fexpress_7_0%2Fuser%2Fguide%2Fuccx70edexlan.pdf&pos=1&strqueryid=1&websessionid=lD-Xx8Azcm985JNcwnm9uHX
My answer to a previous post may also shed some light on language control within CCX/IPIVR:
https://supportforums.cisco.com/message/1054653#1054653

Uccx 8.5.1.11003-32 scripting problems

Hello,
I have a UCCX script that was created when I was running version 5 of CCX but now I’ve upgraded to version 8.5 and the script no longer works correctly. I was able to get all of my other scripts to work but not this one.
Its main function is for holidays when we close the office. I would call it and the first thing it says “Normal business routing is in effect”, I enter my PIN, then select option 2 and that’s supposed to change the call routing so that incoming calls go directly to the answering service.
It works as far as I can call it and enter my PIN, then I enter option 2 but nothing happens, the call just terminates. I tried to do a Reactive Debug and it just goes directly to Terminate after I push option 2.
I’ve included the original script from v5.0 and also the updated script after I changed the DOC locations.
Anybody have any ideas on how to fix this?

You cannot write to the document repository unless you have authenticated a user within the script. Whether you do this interactively or hard-code the extension and matching CUCM PIN within the script doesn't matter; the MIVR engine won't write unless a User variable has authenticated.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX 8.51 Scripting questions

It has been a while and this is my first UCCX 8.5 deployment since it is so new. I am assuming the scripting is the same. Has anyone done a Pay by Phone on UCCX using authorise.net and if so do you have an example.
Also I have created a script that will automate holiday input for the xml but when I try to browse to the location I get a 404 error. if I open the doc directly from a browser it works fine. Any clues.....

D.
Usually the HTTP browser error 404 means "Page Not Found", "File not Found", or "File and Directory Not Found".
So clarify what task \ procedure you are performing \ utilizng when you state you, "browse to location" and receive the error 404. Because right after
that statement, you also convey that "the browser can successfully open the doc".
Are you saying the script can't open the xml doc and browser can?
The good thing is that the doc opens successfully from the browser and means the communication is fine.
On the other hand, this is an indication that the script cannot find the xml doc for some reason, via some method.
So I would check the script varibale that contains the URL link associated with the holiday xml file you are trying to utilize.
As long as it is not a subflow script, you can follow a call via an "Reactive debug", in the CRS Editior.
You can also enable "ENG" and "JTAPI" tracing, (now located in the Linux "Cisco Unified CCX Serviceability > Trace > "CM Telephony client" & and "CCX Engine > Managers" Services respectively), and view the failure reason, via "Engine" and "JTAPI Client" RTMT logs.
B.

UCCX 9.0.2 DB Get step in CCX Editor will not save Field Selection Values. DB Read Working

Good Evening All!
I've got a strange one for you (strange to me at least). I'm building a script that does an MS SQL database dip. I have configured the DB Read step with a query that returns entries from a single table and in the "Success" Label area I have put a DB Get function. I see the data source from DB Read in the General tab and select it, that part behaves correctly. I then go the Field Selection tab and add a value (or values) (see screen shot). This would appear to work correctly. I then do an apply but nothing gets set in the DB Get function. What am I doing wrong? I'm willing to be its something simple. Any guidance you all can provide would be greatly appreciated.
Many Thanks!
Justin

Hi,
it's kind of hard to see as we don't see your configured data sources. Anyway, did you try reactive debugging? I recommend you insert Annotation steps so when you actually execute the script step by step, you see what the DB GET step returns and what exit it takes. Like this:
This way you will be able to see what's wrong and also the value of sAgentID.
One more thing: it's always recommended to use the DB Release step once you finish your database operations. It basically tells UCCX that it can return the database connection to the pool so it may be available for another thread. Like this:
G.

UCCX 8: Sum values using DB Read/Get

Hi all,
Appreciate your advice on how best to tackle this
a) My table structure is something like this
Staff ID
Description
Value
0001
Salary 1
100
0001
Salary 2
200
0002
Salary 1
300
0002
Salary 2
400
0002
Claim 1
-100
b) Using both DB Read/Get, am i able to sum up all values pertaining to Staff 0001?
c) Or do i need to extract all rows pertaining to Staff 0001 and calculate those value outside of the DB functions?
Thanks!
-JT-

Hi,
it's kind of hard to see as we don't see your configured data sources. Anyway, did you try reactive debugging? I recommend you insert Annotation steps so when you actually execute the script step by step, you see what the DB GET step returns and what exit it takes. Like this:
This way you will be able to see what's wrong and also the value of sAgentID.
One more thing: it's always recommended to use the DB Release step once you finish your database operations. It basically tells UCCX that it can return the database connection to the pool so it may be available for another thread. Like this:
G.

UCCX Script editor crashing

Has anyone experienced the script editor, v7, crashing on startup in standalone mode?
I get the java message that connection to server isnt available, the status bar moves a bit, and then it shuts down.
If i'm connected to the server i am fine.
Any help would be appreciated.
Mike

That's great Mike, here's the bug. As you say the other workaround is to change the Windows style but I find easier to change the compatibility mode:
CSCso68954 UCCX Editor throws java.lang.NullPointerException on Client PC
Symptom:
A large number of steps used in the script throw java.lang.NullPointerException when customizing their parameters by right clicking on them to access the Properties.
This can also occur when attempting to do a Reactive Debug, adding a variable or editing a variable's properties.
Conditions:
Editor is installed on a remote XP client. And the system is set to use "Windows XP style" for Windows and Buttons when Editor is launched.
Workaround:
Complete one of the following:
1. Right click on the Editor icon on the Desktop and select Properties. Go to the Compatibility tab. Check the box for 'Run this program in compatibility mode' and choose 'Windows 2000' from the drop down. Click Apply and Ok.
2. Change the theme to "Windows Classic Style" - Right click on Desktop, select Properties. In the Appearance tab, select "Windows Classic Style" for Windows and Buttons. Click OK to change the setting.
3. If you still wish to use "Windows XP Style", you could change the style to " Windows Classic", re-launch the Editor and then change the style back to "Windows XP".
Cheers!
Pablo

UCCX 8 Holiday subflow

I am trying to invoke a holiday sublow from the 71 script repository on UCCX 8.
However when I invoke the call subflow step(call Subflow(Script[baselineholiday.aef])
I get a java error thrown at me.
The java error reads
"Java extensions are not licensed to support method invocations (line: 1, col: 1); nested exception is: com.cisco.expression:ExpressionLicenseViolationException: java extensions are not licensed to support mething invocations (ine: 1, col: 1)
etc
I am not quite sure how to get around this.
I have an output mapping in my call subflow (output isHoliday to isHoliday) but this does not seem to the issue as I get the error whether I have that or not
can anyone point me in the right direction ?
for reference: I am running UCCX 8 standard edition
TIA

So it appears that I can't use any java calls whatsoever in UCCX 8 standard. It least it sure appears that way
I can't call any subflows (which was my original issue). to test, I then took all of the baselineholiday script and incorporated it into my test script, it also caused my triggers to not work any longer.Any time that I hadsome sort of java,my triggers no longer work and I can not do any reactive debugging
I think that this means that a lot of the repository is useless to me in terms of prebuilt scripts and that I will have to figure out some scripting ways around this.
Can anyone cooroborate that java support is gone(maybe just in the standard version)and....does anyone have a working holiday script to reference an XML document for UCCX 8 that does not have java??
TIA

UCCX scipt giving default error prompt.

Hi
I hace created a sample script but after uploaaidn the script it is giving error and playing the error prompt in the MVR loggs :
830: Apr 23 09:35:47.296 PDT %MIVR-APP_MGR-6-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)
2831: Apr 23 09:35:47.296 PDT %MIVR-SS_TEL-7-UNK:Call.transferring(UNRECOV_ERROR) JTAPICallContact[id=3,implId=24047/1,state=STATE_ANSWERED_IDX,inbound=true,App name=Test_AA,task=34000000004,session=49000000004,seq num=0,cn=7777,dn=7777,cgn=4010,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=7777,route=RP[num=7777],TP=8004]
2832: Apr 23 09:35:47.296 PDT %MIVR-SS_TEL-7-UNK:CallID:3 MediaId:24047/1 Task:34000000004, Applying audio treatment: UNRECOV_ERROR to JTAPICallContact[id=3,implId=24047/1,state=STATE_ANSWERED_IDX,inbound=true,App name=Test_AA,task=34000000004,session=49000000004,seq num=0,cn=7777,dn=7777,cgn=4010,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=7777,route=RP[num=7777],TP=8004]
2833: Apr 23 09:35:49.515 PDT %MIVR-SS_OB-7-UNK:ClusterMsgMgr.isMaster() returns true
2834: Apr 23 09:35:49.515 PDT %MIVR-SS_OB-7-UNK:ClusterMsgMgr.canWriteToDatabase()
Regards
Rupam Chakraborty

Hi Rupam,
Could you please create another route point to this same application and test it.
Also please perform the JTAPI and Data Resync operations to check any inconsistencies between UCCX and CUCM.
As Sumit mentioned above Script Reactive Debugging will help to locate the issue.
Thanks,
Anand
Pls rate helpful posts !!

UCCX Redundancy questions

Dear NetPro gurus,
I'm a newbie to UCCX so would appreciated anyone's help on this.
My customer currently has 2 x UCCXs 7.0 servers (on the same LAN), and they are wondering what do they have to do to make the system 'redundant'.
All scripts, prompts and CM Telephony Triggers have been created and uploaded onto the Primary UCCX Server and everything is working. Do they have to manually "upload" all of these onto the Secondary UCCX Server as well? Or is the backend sync between two UCCX Servers?
If all the sync process is 'automatic' between 2 UCCX servers. My customer have tried to *power off* the primary UCCX Server, however, all of the CSQs dies. Is there anywhere i should get them to look to see why that is the case and how to fix?
Would greatly appreciated anyone helps on this.
Cheers,
Hunt

Hi
1. All the stuff you upload to UCCX actually goes into the 'repository', essentially a replicated DB between the two servers.
2. Aside from checking the replication status of the databases from AppAdmin, you also need to take a look at your scripts. It's very common for engineers to have not understood the system properly, and written (for example) XML files containing settings that the scripts need to the c:\ drive or wfavvid folder. These are not replicated, as they are local file system writes - the correct procedure is to use 'upload' steps to write them to the repository.
In terms of diagnosing this, you can go through the scripts which is easy if you know what you are looking for. The other option is during a maintenance period, fail over the system, and then do some reactive debugs of the scripts. Step through them, and see where they fail...
Aaron

UCCX 7 Call gets dropped once agent picks up

I have been troubleshooting a problem for a few weeks now where calls are being dropped as soon as the agent picks up the call. This is happening to various agents happening a few times per day everyday. I have done a reactive debug on the script and it seems to go through to the end ok yet everytime an agent reports a call drop as soon as they pickup, i see the following in the MIVR logs. I have checked the CSS/Partitions of all the CTI ports also.The CCM traces and Q931 traces show normal call clearing:
215269973: Apr 21 14:53:42.306 GMT %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=switchboard,type=Cisco Script Application,id=50,desc=switchboard,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Wed Jan 06 16:44:49 GMT 2010,recordId=67,desc=switchboard,name=switchboard,type=Cisco Script Application,id=50,enabled=true,sessions=10,script=SCRIPT[Switchboard.aef],defaultScript=,vars=null,defaultVars=null]]],Task id=30000147369,Step id=198,Step Class=com.cisco.wf.steps.ivr.TerminateStep,Step Description=Terminate (--Triggering Contact--),Exception=com.cisco.contact.ContactInactiveException: Contact id: 32425, Contact is inactive when getting channel
215373932: Apr 21 15:03:50.012 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event: Event=com.cisco.call.CallEvent[CALL_ANSWERED,state=CALL_ANSWERED,contactImplId=3672150/2,lastContactImplId=3672150/2,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],lastSession=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],contactSeqNum=0,lastContactSeqNum=0] on CallContact[id=32462,type=Cisco Agent Call,implId=3672150/2,active=true,state=CALL_ANSWERED,inbound=false,handled=false,locale=en_US,aborting=false,app=null,task=null,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],seqNum=0,time=1271858629996,cn=null,dn=null,cgn=6664,ani=null,dnis=null,clid=null,atype=UNKNOWN,lrd=null,ocn=null,odn=null,uui=null,aniii=null,ced=null] at Wed Apr 21 15:03:50 BST 2010,Event source=CallContact[id=32462,type=Cisco Agent Call,implId=3672150/2,active=true,state=CALL_ANSWERED,inbound=false,handled=false,locale=en_US,aborting=false,app=null,task=null,session=Session[id=001-0x55ae8a4c1,parent=null,active=true,state=SESSION_IN_USE,time=1271858629996],seqNum=0,time=1271858629996,cn=null,dn=null,cgn=6664,ani=null,dnis=null,clid=null,atype=UNKNOWN,lrd=null,ocn=null,odn=null,uui=null,aniii=null,ced=null],Event listener=com.cisco.wf.subsystems.rmcm.ICDContactAdapter@50add0,Exception=java.lang.ClassCastException: java.lang.Integer
215375195: Apr 21 15:03:55.715 GMT %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=switchboard,type=Cisco Script Application,id=50,desc=switchboard,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Wed Jan 06 16:44:49 GMT 2010,recordId=67,desc=switchboard,name=switchboard,type=Cisco Script Application,id=50,enabled=true,sessions=10,script=SCRIPT[Switchboard.aef],defaultScript=,vars=null,defaultVars=null]]],Task id=30000147532,Step id=208,Step Class=com.cisco.wf.steps.ivr.OutputStep,Step Description=Play Prompt (--Triggering Contact--, WelcomePrompt),Exception=com.cisco.contact.ContactInactiveException: Contact id: 32461, Channel id: 52, Contact is in Terminated/Connected state
I do not have experience with scripting so if anyone could point me in the right direction that would be appreciated,cheers.

Reviewing the MIVR logs you provide I'm not sure which call your talking about. I see 2 calls with exception messages in the time stamp your saying.
First call:
Apr 22 11:49:11.621 GMT %MIVR-SS_TEL-7-UNK:CallID:33466 MediaId:3673987/2 Task:30000153869 com.cisco.jtapi.CiscoRTPInputStoppedEvImpl received
However this call is dropped as per the Jtapi message that the disconnect came from the CCM side however I can see that this call was never assigned to an agent so there should be no miss calls.
As for the second call, I don't have the full picture, as we don't have the offered message of when the call arrives to the system.
Here is a break down of the other call.
Call transferring to assigned agent:
Apr 22 11:49:07.308 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnInitiatedEv received for call 37228421 [3673989/2] and agent AylwardM
System changed call/agent states to answered/talking
Apr 22 11:49:07.308 GMT %MIVR-SS_CM-7-UNK:AgentCallContact 33468 and implId 3673989/2 moved to Answered state
We now see the exception message:
Apr 22 11:49:07.308 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event: Event=com.cisco.call.CallEvent
However if you look futher down the call is connected to the agent successfully and in a talking state.
221901300: Apr 22 11:49:15.387 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver.callChangedEvent():
CallCtlConnEstablishedEv 3673989/2
Unknown event3673989/2
221901301: Apr 22 11:49:15.387 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnEstablishedEv received for call:37228421 [3673989/2], address 6656, calling party 6656, and called party 01923821368
Call Dropped as it recieve a disconnect event.
221902844: Apr 22 11:49:24.621 GMT %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 37228421 [3673989/2] and agent AylwardM
The problem with the above call is that you don't see the CallCtlConnEstablishedEv till 7 seconds later, which is why I suspect you get the exception error, as it never got confirmation the call was delivered.
So my concern here, is if you stated you had a issue with calls getting dropped on the UCCX I would agree and ask you to provide CCM/Jtapi logs from the UCCX.
However you stated that your agents are getting miss calls on their IP phone, I disagree with this point as per the analysis performed.
"One question, when the CTI port is ringing the agent's phone to then transfer (reserved state) that call to that agent and the caller hangs up before the agent answer it, does the agent will hear a fast busy tone because that is what the CTI port transfer at the end to the agent? Am I right? if this is it I think there is no way to control this from the UCCX perspective, right?
Gabriel"
This senario will never happen, as the call would be terminated the moment the other party drops.

UCCX (IPCC) HTTP document

Hi
I'm trying to get the web server working on IPCC. I put HTML documents into all the folders under 'Applications > Document Management' (web interface) or into 'C:\Program Files\wfavvid\tomcat_appadmin\webapps\ROOT' (as suggested by the 'Getting Started with Scripts' guide), but neither work. I've created a HTTP trigger. Am I missing something?
Thanks. I'm using IPCC v7.

Hi,
I tried what you suggested yesterday, but the trigger did not work.
I'll describe the steps I've made:
1) Create folder "greeting" in c:\inetpub\wwwroot: c:\inetpub\wwwroot\greeting
2) place the static.html in the folder: c:\inetpub\wwwroot\greeting
3) Create folder template in the folder c:\inetpub\wwwroot\greeting: c:\inetpub\wwwroot\greeting\template
4) place sayhello.html in this folder.
5) create web page pointing to this folder.
until here everything was succesful, I can now access web page through www: http://10.0.0.100/greeting/static.html
and it opens the form to enter the name.
6) create http trigger with the name /greeting (it's the same method that we have in static.html in POST method)
for some reason, the trigger is not triggered. I tried to do reactive debugging, but it just does not get triggered.
Do you have any suggestions?
Many thanks,

Reactive debugging in UCCX 7.0.1

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