UCCE 7.5 HDS (ICMDBA v/s Registry)

Has anyone else noticed a mismatch between what is showing in the Retain column in ICMDBA Space Used Summary v/s what is actually set in the registry? I am looking at two different 7.5 systems (7.5.7 and 7.5.8) that are both not reflecting the actual retention values in the registry. This was not an issue prior to upgrading from 7.2.7.

Hi to all,
I've verified that the purging of t_Skill_Group_Interval is based on registry key ...\Recovery\Purge\Retain\Interval\AgentSkillGroup insteed of ...\Recovery\Purge\Retain\Interval\SkillGroup.
All the other of mismatches between ICMDBA Space Used Summary and registry key values are on tables purged by SQL DTS and so are not important (and are always values of incorrect keys). The unique real probem is on t_Skill_Group_Interval: I was forced to set the Interval\AgentSkillGroup registry key for both tables. So I cannot have different retain values for t_Agent_Skill_Group_Interval and t_Skill_Group_Interval. I believe this is a little bug in replication.exe process.
Andrea

Similar Messages

UCCE 8.x HDS Reporting - Calls Handled vs Call Answered

What is main difference between Calls Handled vs Call Answered and which number is accurate to report on actual calls recevied.

Depends on what you want to see. How many calls were answered (picked up by the agent) or handled (disconnected, then wrapup).
Answered = the call starts.
Handled = the call ends.
Answered does not always equal to Handled. For instance, you can have 10 calls as Answered within a 15 minutes interval - and 8 of them may be Handled within the same interval, but 2 of them pass the reporting interval boundary. Those two calls will be counted as handled in the next reporting interval.
G.

HDS rpl process not working in icm 8.5(2)

Hi,
We are setting up the icm 8.5(2) currently. We have 3 servers for icm:
1. Progger A - router, logger, pg, cg cti os
2. Progger B
3. Was with realtime data and dds
When all icm services are started, I realize that the historical data is not copied to the hds. When I checked the icmdba, space used summary for the hds, no table is listed inside. I have confirmed that there are some historical data in both side A and side B database.
In the dis rpl dump log file, I saw some error message, connection to logger has broken. Please check 1 of the 3 possible causes:
1. Ensure that the "replication" option is checked in both logger - I confirmed this is checked
2. Check registry key for both logger and hds, ensure the replication ports are the same value - yes, confirmed
3. Check network connectivity between logger and hds - both are on same subnet, I am able to ping both servers from both server. But can't telnet both server via port 40026 and 40028 from my laptop, does it matter?
Both progger A and Progger B has got another private network interface, using a direct cross cable connection, is it still supported by using cross cable?
I have created the hds db with a size 50gb and SQL log 2gb, any issue of that?
Anyone has any clue? Appreciate any advice and comment.
Thanks & regards,
Eric

Hi Eric,
Most often, this is the result of a bindings order issue.
The logger's replication process is listening on the private interface, or public high-priority IP address, while the HDS's replication is trying to connect on the public.
Go to the network control panel, and ensure the public interface is first in the bindings order, and furthermore, that the public LOW-PRIORITY IP address is listed above the high-priority address.
You may need to 'shoot' the process after changing the bindings order.

Problem in IPCC Enterprise 7.2.6 HDS data are deleted autometicaly.

Hi,
I m facing problem in IPCC HDS data related. In agent logout table has only one day data. This type of incident is occuring for many others table. Even dialer detail table has only one day data. So please guide me how can i overcome this problem. Coz my customer is generating many report by using this data. I m realy worried abt it.

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Hi,
I suspect that the normal purging process on the hds is deleting the data in the agent logout table on the hds. This is how it works :
1. every day, it will purge the oldest data in every table based on what you configured. You can for each table say how long you want the data to be available (for example 100 days). It will purge every day the data older then the configured value. This can be different for every table.
2. There is an additional process that will check the size of the complete database. If it's full for 80% or more, it will starts deleting data as follows :
. go to the first table and delete X amount of data from the table . if size of the db is still more then 80% full, go to next table and do the same again as in previous step
This process stops when the db is less then 80% full. If at a later stage it hits the 80% again, the process will start all over. It will start again with the first table etc. So, if this happens a couple of times, a lot of data from the first tables in the database will be deleted and nothing from the last tables (alphabetical).
Now, how can you prevent this? There are of course 2 ways to do this :
. make sure your hds database is big enough to keep all data you want.
. make sure that the database is never over 80% full. You can make sure this is the case by purging enough data from all tables every day. So, you need to configure point 1 above so that for every table only X amount of days is kept. I see that you want to keep the agent logout data for 3 years. I don't know how you configured the other tables but if you want to keep all of them for 3 years you need a pretty big database. To confirm the number of days configured in system, pls check below keys in Registry of Logger and HDS.
From the logger :
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems,Inc.\ICM\Customer_Instance\LoggerX\Recovery\CurrentVersion\Purge\Retain\Agent\Logout
From the HDS :
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems,Inc.\ICM\Customer_Instanc\Distributor\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\Agent\Logout You can find more info about how this works and how to configure this on this link :
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a008014f8b9.shtml
There is a tool which you can use to estimate how big your database should be if you want to keep X amount of days of data in table Y. You find this in icmdba tool (start > run > icmdba). Right click on your database and choose 'estimate'.
If needed, you can increase the size of your database. Please follow the procedures on this link to do so :
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a0080094927.shtml
Regards,
Soman Nair.
( Pls rate post if found to be helpful.)

UCCE 8.5(2) install on W2008 R2 SP1 - 2008 DC Problems

I recently installed from 8.0.1A a UCCE and CVP system in my lab - DC (W2003), RGR, AW-HDS, PG with CUCM, CUPS, CVP. As noted, the Domain Controller was a W2003 box. Basically no worries.
So now I try to do it again with a W2008 R2 Domain Controller and this thing is wild. I've ensured that the Firewalls are off at all three levels, but the Domain Manager is complaining and I have trouble logging into the Web setup tool.
Anyone have any tips to make this play nice. It was simple with a 2003 DC, but the 2008 R2 DC is a spider's web of security layers.
Regards,
Geoff

But I must say there is very little tracing in the DomainManager - even when I made the registry change.
My mistake. It does not write at a higher trace level to DomainManager.txt but instead creates a new file called sadlib.log in the TEMP directory.
I'm still unable to create the OU correctly so that Web Setup allows the instance to be added.
But if I run DomainManager again, it crashes when I click on the + to expand the top level item.
When I try to add the instance the trace from Websetup.log is:
17: SB738571.W2008.ICM: Aug 24 2011 11:11:55.249 -0700: %ICM-ERROR-ADSetupAuthorizer.checkAndFixSecurityGroups: A problem was encountered while checking or creating security groups for instance OU=ucce1,OU=lab,OU=Cisco_ICM,DC=W2008,DC=ICM; Exception Details: Should have SG member "CN=lab_ucce1_Setup,OU=ucce1,OU=lab,OU=Cisco_ICM,DC=W2008,DC=ICM" in:
CN=lab_ucce1_Config,OU=ucce1,OU=lab,OU=Cisco_ICM,DC=W2008,DC=ICM
0x8A (138)
Should have SG member "CN=lab_ucce1_Setup,OU=ucce1,OU=lab,OU=Cisco_ICM,DC=W2008,DC=ICM" in:
CN=lab_ucce1_WebView,OU=ucce1,OU=lab,OU=Cisco_ICM,DC=W2008,DC=ICM
0x8A (138)
Although I can't use the DomainManager I can go directly to the DC and add the groups I "think" it wants, referring to the above trace. No good.
sadlib.log - the error I get when I try to add the Cisco_ICM OU is detailed a little more in this log.
08/24/11 10:37:11   SadMan::addSGMember getAdObject SadIcmInstance::GetIcmInstance() returned NULL
08/24/11 10:37:11   SadMan::addSGMember adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_Config,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadMan::addSGMember Succeeded (0x0) adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_Config,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadMan::addSGMember getAdObject SadIcmInstance::GetIcmInstance() returned NULL
08/24/11 10:37:11   SadMan::addSGMember adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_WebView,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadMan::addSGMember Succeeded (0x0) adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_WebView,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadMan::addSGMember getAdObject SadIcmInstance::GetIcmInstance() returned NULL
08/24/11 10:37:11   SadMan::addSGMember adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_Setup,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadMan::addSGMember Succeeded (0x0) adding member LDAP://W2008.ICM/CN=Domain Admins,CN=Users,DC=W2008,DC=ICM to group CN=Cisco_ICM_Setup,OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadStatus::appendText Cannot get Security, no bind to object OU=Cisco_ICM,DC=W2008,DC=ICM
08/24/11 10:37:11   SadStatus::addError Cannot add ACE Null Dacl
08/24/11 10:37:11   SadMan::getGuid
Not quite enough to help me. I am sure there is some security setting I need to "relax" on the DC before this runs in order for it to work.
Any clues guys?
Regards,
Geoff

UCCE refresh technology: database (Creation + EDMT), scenarios

Hi All;
Just I would to squeez things and be sure that I am doing it in the most professional way, I am sure that ur experiences surely will give me more skills and professional way, so I would to hear from u for the below points and if possible if someone can add specific things (related to registry keys or processes or something special):
* In case of refresh technology:
EDMT and Registry Keys importing to be run before the installation of the ICM or after?
* I downloaded from the cisco website the ICM8.5.1.exe, I can use it to do upgrade for ICM 7.(x) or there is another base version I have to have it to be able to use the ICM8.5.1.exe?
* If I imported the Registry keys and the Databases, I can run the ICM installation to do the changes for the IPs or any other changes that I can do it via the setup?
* I need to stop side A in the production and depend on side B, what things I have to do it in the registry to avoid having errors and to stop the clustering between side A and B and become able to depend on one side during this situation?
* Using which tool I can create ICM configuration database, HDS database and the logger database?
* Any special recommendations (related to the registry keys I have to do it .. or special thing that really is important)?
Your kindly help and adding information is highly appreciated.
regards
Bilal

Dear;
Regarding to installing the logger, it can be installed if MSSQL 2005 with SP2 or later is available, even if the DB was not created.
About the ICMDBA, I was about to run it from the command line (Start --> Run: cmd) and there I tied ICMDBA.
The only part I am confused that:
At new hardware, I need to install new ICM version (my target is 8.5, but currently I installed 7.5 and then I will upgrade to 8.5). I discover that the production is 7.1 and not 7.5 !! Actually the new hardware will have a new IP address. Now regarding to the DB, it is not a problem as I can backup/restore from the production and then run EDMT to modify it to the new schema. But what can I do for the registry keys? Are they important to be imported to the new hardware or I can run the setup.exe after the database is migrated, and then the registry keys will be updated (without need to import the registry key from the production)?
Because maybe I can not export the registry keys from veriosn 7.1 and import it to the version 7.5, what do u think?
Thanks for the help and the advise. I readed the documents before, but sometime during the implementation, we encounter a problems and the document reading is not enough.
Special thanks again.
Regards
Bilal

Uninstall/Reinstall SQL Server on UCCE 8.5

We have a rogger and an admin server that have locally-hosted databases using MSSQL Enterprise Edition. Due to licensing concerns, we would like to change these to Standard Edition via uninstall and reinstall.
My questions is: Would the CGUpgradeBackup tool work for this task?

Eric,
I've done something similar, except my scenario was that I installed the wrong - unsupported - version of SQL Server. What I did was stop the ucce services and backup all my databases (logger, aw, hds, dialer) through SQL Server Mang. Studio. Once the back-ups were completed, I deleted the databases through ICMdba and then proceeded to uninstall SQL Server. Once the uninstall completed, I rebooted and then installed SQL Server by following the staging guide. Once SQL was up, I recreated the databases via ICMdba, restored the databases that I previously backed up, initialized the database, and then made sure my recovery keys and min-max datetime matched on the logger db's. If the recovery keys don't match, you can truncate the recovery table.
EDIT: One thing you definitely want to make sure of after the restoring the databases is that the sizing of the databases are still intact. If for example your HDS is sized for 300GB for data and 50GB for transaction logs, make sure that's what their initial size is post-restore. This can be found by going to the properties of the database and going to Files. Also, make sure autogrowth is enabled.
Your mileage may vary

Building new HDS to new hardware

We are in the process of shifting our current HDS1 server to a new hardware with improved capacity
after taking the complete image of the current HDS and making it live on the new Hardware.
When i am opening icmdba to check all the databases , i did see all other database fine except the "Instance_hds"(hds database) for our instance
followed by the below error.
SQL Msq(4062) Cannot open user default database.Using master database instead.
Pls let me know if you have any idea on this error.
i wonder why qtel_hds is missing because i just made a replica of the current HDS

How did you make the image? With Ghost? The hardware must be the same, just with bigger drives?
You could have just used bigger drives in the RAID array on the same box.
Stop the Distributor and make it manual to avoid writes to SQL for a while. Pull drive B in the pair, insert the bigger drive, extend the drive using the Disk Array Manager, fiddle with DISKPART to extend the partition (you need to change the registry CurrentControlSet\services\vds\Start to 0x3 to run DISKPART) and allow drive A to mirror to drive B.
Allow to stabilize for a while until mirroring is complete. Then do the same to drive A. Eventually, restart the Distributor and make it automatic again.
Anyway, you say you cannot see the _hds DB in ICMDBA. Can you see it in SQL Enterprise Manager?
Regards,
Geoff

Original Caller Id not appearing in case of call transfer [UCCE 7.0]

Dear All,
Currently we have UCCE 7.0 Environment and we are facing an issue that when a call is transferred by an Agent A to another Agent B via different Call Flow, the Original Caller Id of the customer is not getting displayed on Agent B Phone, rather it shows the Caller Id of the Agent A who has transferred the call. Following are the details of scenario.
1. We have two different call flows of ICM scripts, lets Call it Call Flow A and Call Flow B.
2. A Call arrives to Call Flow A, goes into the SkillGroup Queue and Call is answered by Agent A and he can see the correct Callerd Id. When Agent A determines that the call is not related to his skills, so he transfers the Call to Call Flow B.
3. The transferred Call in Call Flow B goes into the Skill Group Queue and is answered by Agent B but the Agent B can't see the original Caller Id of the customer, rather he is presented with the Caller Id of Agent A who transferred the Call.
Our contact center staff complains that the issue was not there before, so we tried to verify this through past Screen Recordings found that their claim is correct.
We tried to trouble shoot this by collecting wireshark logs, but as our call volume is too high so we couldn't figure out which party has changed the Caller Id. We tried to make a guess that may be at CVP end the Caller Id has been changed, so when we tried to filter the IP addresses of CVP Servers in wireshark logs as source and destinations, so we found no results.
I just want to know what would be the best way to troubleshoot this issue. And does anyone know what may cause this issue to trigger suddenly. We still have plans to capture the wireshark logs again during off peak hours, but still i thought i may get a good advise on this forum.
Regards,
Yasir

Hi Yasir - Route Pattern 2xxxx which is routed to CVP is specially created for transfer scenario ? or accidentally some one created this.
whatever the reason is Route pattern taking priority and transferring calls to CVP which is considering transfer leg as NEW CALL instead of PRE-ROUTE call so obviously phone Extn which is transferring the calls will appear as ANI which we can verify the same from below logs since ICM losing the call control it cannot update initial call info here the same can be verified in PIM logs.
Since you already enabled N/W transferred in PIM and Script, Just delete the Route Pattern 2xxx which is pointing to CVP and make test calls and tranfer the same call to 20083 via CTI and let me know the result
You can also verify the TCD table in HDS DB for the call where Router call key will be same for initial and Transfer leg
deleting Route Pattern will resolve the issue, make some test call and observe the ANI for tranfer leg
If not collect the logs will verify the same, also pls update me TCD table for those failure calls
// Fresh call from PSTN (36600985)
Line 3174: 5774543: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Matched 10047 to 10.149.26.35
Line 3175: 5774544: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Using Local Static Route for sip:[email protected]
// Transfer call from 10047 using Route Pattern
Line 3559: 5774771: 10.149.26.36: Jan 01 2015 23:06:08.066 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=DATAI.7} NEW CALL with guid=754ADE47912811E48D7897BD6DF783AA legid=754B7A6F-912811E4-8D7E97BD-6DF783AA dn=20083 ani=10047 uui=null calldate=Thu Jan 01 23:06:08 AST 2015 video=false
// Request from VG to CVP
5774793: 10.149.26.36: Jan 01 2015 23:06:29.878 +0300: %CVP_7_0_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 824B1BC0912811E4BDE75475D04FE580 LEGID = 824BB7E8-912811E4-8D8997BD-6DF783AA - [INBOUND]: ReqURI (DN) sip:[email protected]:5060 FromURI sip:[email protected] Video:false
// Final Agent Transfer
10.149.26.36: Jan 01 2015 23:06:32.550 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045217]} Matched 10074 to 10.149.26.35
Using Local Static Route for sip:[email protected]
[OUTBOUND]: INVITE TO <sip:[email protected];transport=udp> FROM 10047 <sip:[email protected]:5060>

CAD UCCE Reason Codes Question

In UCCE CAD 7.5.4 and later Spanlink came out with a new feature where a agent can change thier "Not Ready" reason code without going "Ready"->"NotReady". I have a customer who is running 7.5.6 and does not like this feature and would like to turn it off. There is nothing in Cisco Administration Desktop application that controls this (i.e. enable / disable of this feature) Does any one know if there is a Registry or configuration file that can turn off this feature? - Thank for your help! - Jim

Not as far as I know. Haven't asked TAC or anything yet though. It's annoying because when going Not Ready > Not Ready it doesn't write an entry into the Agent_State_Trace table, only the Agent_Event_Detail which one of my clients needed to use for reporting..

SQL server requirement in UCCE

I met one problem:
we need to use CUIC 8.5 to query an external data source. According to the BoM from CISCO, only SQL 2005 is supported.
i would like to share the SQl 2005 of HDS or other UCCE SQl 2005. Is it possible?

You are right, David.
because the reporting requires some customized data, we have to connct to an external database.
if we can share the database engine of HDS server, we can get more benefits.
COuld we put another database to the HDS server SQL server? I will not change any setting on HDS database.

For UCCE 7.0, what are the default queue limit

Hi, I am fairly new to this product, I am wondering if there is any doc indicated the default queue limit settings, I couldn't find in the script that the set value node, so I guess it must be running using the default value. please advise, thanks

It is common for those coming from a TDM PBX background (say Avaya) to ask how big the queue is. Since on those platorms one can set a limit on the number of calls one can put into the ACDQ.
Once full, other callers will get a busy signal. On extremely busy call centers, this seems like a reasonable way to block calls when under heavy load.
ICM (UCCE) doesn't have a fixed limit like this, and the Call Router can keep queuing calls. There probably is a software limit, and it may be set in the Router registry. I don't know what it is.
To try to avoid putting callers into a "queue" when the number already queued is very high, you could check this in the Script before the "Queue To Skill Group" node - if this is what you need to do.
Regards,
Geoff

No historical data in database. UCCE

HI all. We are running UCCE 9.
And today faced the problem: neither AWDB or HDS database tables _half_hour or _interval shows no data.
Real-time tables works fine. Cuic historical reports also shows no data
What i've checked:
Hds/aw databases has enough place for data.
Reporting in Configuration manager>PG explorer>Agent distribution is enabled for HDS and real-time(site name is correct)
Test calls and some activities was performed.
What i've forgot to configure here?
Any hints appreciated. TY

Check the updateaw process and all other icm processes are working fine. Please share the updateaw logs during any changes ( like Agent creation, making test calls ) which should show in reporting. In short recreate the issue and send the updateaw, rtc,rpl logs.....or you can troubleshoot with AW logs.
Hope this will help you..........:)
Thanks & Regards,
Hardik B Kansara

BHCA Calculation for UCCE 8.0.2 for 2011

Hi everyone,
I would like to calculate BHCA (UCCE 8.02) for whole 2011 year but did not find data in Logger database. Can some one help me to calculate BHCA for whole last year.
Thank in advance

Hi Anwar,
I dont think so you whole year data in Logger database or even in HDS, there is retention period and purging system in ICM which remove's extra data based on threshold.
Still if you have complete data in HDS DB, you can find total numbers of call in Call_Type table then termination_Call_Detail table.
First you need to find total calls in a day then highest numbers of calls in one hour per day. you can add days as much as you want. I hope using that mathod you will be able to find the BHCA.
I am not very good in reporting, so just tried to comment on top level.
Thanks
MAR

Configuration of Auto-growth in UCCE 9.X

Hi All - Is there any best partices to set auto-growth for AWDB, HDS and Logger and BADialer Instance for SQL for both Data and Log.
I can see below re-commendation for Tempdb , Is there any best partices for above metioned Instance.
For Data Files:
Set the Space Allocated to 1400 MB.
Set Automatically grow files.
Set Unrestricted file growth.
For Transaction Log Files:
◦ Set the Space Allocated to 400 MB.
◦ Set Automatically grow files.
◦ Set Unrestricted file growth.
◦ In the Options tab, ensure the following options are set to False: ANSI NULL, Recursive triggers,
Auto close, Auto shrink and Use quoted identifiers.
SIVANESAN R

Hi David - I got to know below info.
Please check the defect Id "CSCuj48150 " on page 18 of the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise10_0_1/release/UCCE_BK_R8A8633B_00_release-notes-for-ucce-transformed.pdf
On clicking the above defect ID, it will take you to the Bug Toolkit,
https://tools.cisco.com/bugsearch/bug/CSCuj48150
Symptom:
The HDS, AW and Outbound databases do not have the proper autogrowth settings.
Conditions:
Autogrowth is set to 10% for data instead of 100MB and 100MB instead of 10% for logs on the AW HDS and Outbound databases.
Workaround:
Change the values for autogrowth on the HDS, Outbound and AW databases manually.
The steps are:
Select Start > All Programs > Microsoft SQL Server > SQL Server Management Studio. Click Databases > System Databases.
Right-click the database.
1 For Side A, select the _ awdb database and the _sideA database. If you have enabled Outbound option, select _baA database.
2 For Side B, select the _ awdb and the _sideB database.
3 For any external AW-HDS-DDS systems, select awdb and _hds database.
For each database, select Properties. For each file:
a) For the date file, set In Megabytes to 100.
b) Forthelogfile,setInPercentto10.
Click OK.
SIVANESAN R

UCCE 7.5 HDS (ICMDBA v/s Registry)

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