UCCX 7 to 8 Upgrade - SFTP
I have a customer with 2 UCCX 7 servers and getting 2 new servers for UCCX 8.
The upgrade process calls for SFTP. Where could we get this? Could we install this say on the standby UCCX 7 server?
Then from UCCX 8 server (publisher) I could install from DVD and do a restore.
Please clarify if there is a way to do this more efficiently.
Also during a basic UCCX 8 install do we need to use the PAK and get a basic initial license (node locked license)?
Thanks for the help
Hello Rajan,
I've used FreeFTP with no problem. Also, OpenSSH has been recommended lately. I would suggest installing it on a different PC, because you'll probably want to install UCCX 8 with the same IP address and hostname, so you'll need to shut down UCCX 7. Additionaly you can check this thread:
https://learningnetwork.cisco.com/thread/13630?tstart=-41
You install UCCX 8 from the DVD. When you start the Initial Setup Configuration on the UCCX 8.0, you choose 'Upgrade from a previous UCCX release' and there you point to the PreUpgradeTool (PUT) file on the SFTP server. Here's the upgrade guide:
www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801ug.pdf
For the licensing part, I would suggest you checking this blog:
https://supportforums.cisco.com/community/netpro/collaboration-voice-video/others/blog/2010/10/29/uccx-8-licensing
HTH
Pablo
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With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati -
Can't browse to UCCX 8 appadmin after upgrade:
I just finished installing UCCX 8.02 and can't browse to http://Servername/appadmin. I can reach http://Servername just fine and see the link for Contact Center Express but when I click on it I get a blank page. No errors or nothing.
Is there a process that I should restart or start?
Thanks in advance.
PhilHi Phil,
Is UCCX 8.0(2) on a Vmware platform - If yes make sure its running on the following hardware and software platform
========
UCS B200 M1 Blade Server (or)
UCS C210 M1
Supported VMware platform is ESXi 4.0
=============
a) Try the following URL and see if the APPADMIN page pops up
https://X.X.X.X:8443/appadmin/main
b) If this does not help try rebooting the box through CLI - command is "utils system restart"
c) Else upgrade the box to SU1 or open up a case with TAC
From the link below you can download the the SU1 link
===
http://tools.cisco.com/support/downloads/go/ImageList.x?relVer=8.0(2)_SU1&mdfid=270569180&sftType=Cisco+Customer+Response+Solution+Software+Releases&optPlat=&nodecount=2&edesignator=null&modelName=Cisco+Customer+Response+Solution+Software&treeMdfId=&treeName=Voice+and+Unified+Communications&modifmdfid=null&imname=&hybrid=null&imst=null&lr=Y
========
Hope this helps
Thank you
Anuj -
UCCX-RTMT-ALERT- After Upgradation of UCCX from 8.0.2 to 8.5 SU2.
Hello
After upgradation of UCCX from 8.0.2 to 8.5 SU2 we are receiving below RTMT error which says critical. Any ideas ?
At XXX 02 08:37:27 EDT 2012 on node XXX-IPCC01, the following SyslogSeverityMatchFound events generated:
SeverityMatch : Critical
XXX 02 2012 08:37:19.981 -0400: %CSA-2-EVENT_CLIM_DENY:
%[PID=14390][component=CiscoSecurityAgent] : The process '/opt/cisco/uccx/desktop/bin/slapd' (as user uccxuser(700) group
uccxservice(400)) attempted to establish a TCP connection with
<ip address> on port 3016 and exceeded the specified rate limit of 2000 connections in 1 minutes. The operation was denied. [rule 908] AppID :
Cisco Syslog Agent ClusterID :
NodeID : XXX-IPCC0
Thanks
PayalHi Payal,
Did this happen while running the UCCX backup?
If yes, I see a defect CSCtn93085-
Symptom:
During a backup of UCCX, the LDAP Monitor Service is temporarily stopped. This is normal behavior,
but a severity 2 alarm is being generated in the SysLog. The alarm makes it appear that the service
stopped unexpectedly or crashed.
Workaround:
Ignore alarms regarding the LDAP Monitor Service that appear during the timeframe of a UCCX backup.
Thanks,
Anand
Please rate helpful posts!! -
UCCX 8.0.2 Upgrade/Install Questions
Can anyone shed some light on how long I could expect a single server upgrade from UCCX 7.x to UCCX 8.0.2 to take. Just looking for ballpark. The biggest unknown for me is the formatting and reinstallation of a new Linux OS. This will be on a 7845 class machine.
As a follow-up to that, how long should I expect the the subsequent upgrade to UCCX 8.0.2su3 to take?
Curious on the Domain entry if DNS is enabled during Linux setup. This seems to be required. This is a pure IP-IVR setup so does this value even come into play after the actual install?I've done two recent upgrades from 7.0(1)SR5 to 8.5SU1 so I can give you my experience. As always, your milage may vary but I think it should be similar to 8.0(2) SU3.
The database backup via the product upgrade tool (PUT) took about 45 min and I will note that my customers only had about 500 MB and 1GB of historical reporting data in their database respectively
The install of UCCX 8.5 took an hour to install but they were on a UCS C200 and a C210 in VMWare using a local ISO copy of the UCCX install DVD On a MCS 7845 I expect it will take more like 1.5 to 2 hours due to the DVD read speed
The setup and database restore took 2 hours to complete as you cannot reboot the server until the historical database has been fully restored even though the web admin will be up and the system will be functional
The patch to 8.5SU1 took about 1 hour to install
The install of the HA server (we did the inline install of the SU1 patch) and attaching took 2 hours
On a MCS 7845 I expect it will take more like 2.5 to 3 hours due to the DVD read speed
If you can send the patch to the server via the local LAN on an FTP server it might be faster
Finally we applied the 8.5 SU1 cop file which took 15 min per server
Couple of other notes:
Be sure to use the PUT tool that matches the version you are going to install as there seems to be a version of PUT for each UCCX SU
Use spare hard drives to install 8.X so you have a rollback to 7.X if things go sideways
DNS seems to be required nowadays so plan on installing it
Ensure you have both A and PTR records defined in DNS, otherwise the install will complain
Ensure the IP address only maps to 1 and only 1 hostname in the reverse-DNS lookup, otherwise the install will complain
Hope this helps your planning,
-Steven -
UCCX 7 to 9 upgrade-how to modify scripts
We are currently in the process of upgrading from version 7.0.2 to 9.X. I know that we have to modify the scripts that are referencing xml documents with steps to allow for authentication. I have several questions around that.
1. Are there any other steps that will not work at all or need to be changed to accomodate 9.X.
2. When modifying the scripts can I take the current 7.x script, open it in UCCX Version 9.X Editor add the necessary steps and save it from there? Or do I even need to worry about the version of CCX Editor when making the necessary step changes?
Any help would be apprecitated.The other consideration is if you are referencing anything i.e. prompts/xml files from a windows directory rather than specific repository, you need to adjust the script to reference repository as the directory structure obviously is not applicable on Appliance.
Normally you dont need to worry about script editor version, but it's always a good idea to do it with the new version.
HTH,
Chris -
Using Upgrade License on UCCX 8.0 with "Fresh Install" setup
Hi all,
My situation right now is that I want to install UCCX 8.0 (on a VM environment) and I don't have any previous UCCX version deployed, but the licenses I have are :
- an Upgrade License from ver.5 to ver.8
- a PAK and SW kit license (also contains the seats licenses) for UCCX version 5.
Because I don't have any previous UCCX version deployed, I installed UCCX 8.0 and chose "Fresh Install". When I upload the upgrade license, the server returned a warning that said "The license for Cisco Unified CCX Premium Seat ESW or UCSS Upgrade is not a valid addition for the package None and therefore it will be ignored" and "The license for Cisco Unified CCX Premium ESW or UCSS Upgrade is not a valid addition for the package None and therefore it will be ignored".
My questions are :
- Can I use the licenses I have on a fresh installation of UCCX 8.0 ( the upgrade license and the ver.5 license) ? Because I've tried similar scenarios with the licenses on Unity Connection and it worked. I'm wondering if it's not possible with UCCX 8.0 and that's what caused the error.
- If the answer for the "Fresh Install" path is No, does it mean I have to use the "Upgrade" path -what I'm trying to avoid if I can- meaning that I have to install ver.5 first and then upgrade it to ver.8 using PUT( ? Because on the initial setup If I choose "Ugrade from previous version" it will ask where the data from the previous version are located and right now I don't have any.
Thanks in advance.
Regards,
RegiThanks for the answer Hoai Huynh (and Aaron for adding the info).
Just what I was worrying about, I need to build a ver.5 first. I would appreciate it if you can answer a few last questions if you don't mind :
So, I need to install UCCX v.5 and also CM v.5 (because my CM v.8 is not supported by UCCX v.5).
Can the UCCX ver.5 data from the migration tool (PUT) be used on the UCCX v.8 that is integrated with different CM server (different IP address, different credentials, etc) ? Because the steps in the UCCX v.8 upgrade guide are describing a scenario where the CM is the same server and is being upgraded at the same time with UCCX.
Related to no.1 question, Is there anything I should be aware of when setting up the UCCX ver.5 and CM ver.5 ? For example : need to have same IP addresses with the version8 servers, same AXL / application user name and password, etc.
At exactly what point of configuration on UCCX v.5 can I use the PUT to migrate data from the ver.5 (the guide only mentioned to make sure that the server is up and running)? Can I do it right away after the first initial setup ? Or do I need to configure a working application to get all the subsystems in "full-service" first ?
Thanks again.
Regi -
Post 10.4.7 upgrade problems with SFTP to remote servers
I have several accounts on a hosting providers that require SFTP (rather than FTP).
Suddenly today, after applying the 10.4.7 upgrade, SFTP stopped being able to connect.
I have isolated the problem to my Mac (PC's work fine on my network) and two different FTP programs (Captain and Transmit) exhibit the same lack of ability to connect.
Any thoughts
Mac Al 17" powerbook Other OS 10.4.7Required reinstalling Transmit and restarting the system (twice).
Now everything is working agai -
Problem: Adding support for non-english charachter sets in UCCX 8.0
We have just moved from windows-based UCCX 7.0 to UCCX 8.0, the upgrade process went successfully so far, but for some reasons, Cisco Agents are experiencing problems displaying non-english charachter sets, everything was working fine prior to upgrading to the new version.
Is there a way to add support for these character sets?
Thanks in advance.Hi Bala,
Follow the command. I believe that the space is normal.
This command can take significantly long time,
and can also effect the system wide IOWAIT on your system.
Continue (y/n)?y
Filesystem Size Used Avail Use% Mounted on
/dev/sda6 90G 46G 41G 54% /common
8.0K /var/log/inactive/
admin:
admin:
admin:show diskusage activelog
This command can take significantly long time,
and can also effect the system wide IOWAIT on your system.
Continue (y/n)?y
Filesystem Size Used Avail Use% Mounted on
/dev/sda6 90G 46G 41G 54% /common
8.0K /var/log/active/mgetty
0 /var/log/active/sa
4.0K /var/log/active/platform/snmp/sappagt/sappagt.index
4.0K /var/log/active/platform/snmp/sappagt/sappagt.log
4.0K /var/log/active/platform/snmp/sappagt/startup.txt
16K /var/log/active/platform/snmp/sappagt
4.0K /var/log/active/platform/snmp/hostagt/hostagt.index
Thanks,
Wilson -
UCCX windows to linux migration
Hi,
what data is migrated with using Pre-upgrade tool (windows to linux migration tool)?
I am concerned about hitorical data, is whole historical data migrated?
Migration from UCCX 7.0(1)SR5 to 8.0.
Regards,
WojciechHi,
Accoding to the uccx 8.0.2 upgrade guide I see that Phase 2 of the windows to linux upgrade includes resotring historical reporting (HR) data and recordings (audio files)
So the answer is yes
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx802ug.pdf
page 21
Regards,
Christos -
Upgradation From CRS 4.0(4) to IPCC 8.5.1
I am recently engaged with upgrading CRS 4.0(4) to IPCC (Contact Center Express) 8.5.1. I understand that it is a step by step Installation. Can someone please advise me with the correct upgrade path with the correspoding tools and considerations that needs to be followed.
Thank you.Hi Joseph,
DMT (Data Migration Tool) supports the backup process on a system running CRS 4.0(5/5a) and its services releases (SR1 and SR2) including ES releases, if any.
So please bring your exisitng version to CRS 4.0(5) and use the below procedure to upgrade it to UCCX 7.0(1).
http://www.cisco.com/web/software/282467017/23664/UCCX_DataMigrationTool_Guide_405x-701.pdf
For downloading the DMT tool use the below link,
http://www.cisco.com/cisco/software/release.html?mdfid=270569179&softwareid=282467017&release=2.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest
Also make sure that you have the supported hardware for the UCCX versions for the upgraded versions.
http://www.cisco.com/cisco/software/release.html?mdfid=270569179&softwareid=282467017&release=2.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest
Note: Also note that you need to upgrade the CUCM to the compatible versions wrt to UCCX versions. Make sure to have the UCCX licenses , for that you can contact [email protected] for further details.
From UCCX 7.0(1) after successful restore from the DMT tool, you need to upgrade this setup to UCCX 7.0(1) SR5,
For release notes,
http://www.cisco.com/web/software/280840578/29919/Release_Notes_for_Unified_CCX_7.0.1_SR5.pdf
For UCCX 7.0(1) SR5 software refer the below link,
http://www.cisco.com/cisco/software/release.html?mdfid=270569179&softwareid=280840578&release=9.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest
So from here you can use the Windows to Linux upgrade path
Unified CCX 8.5(1) offers a direct solution for Cisco Unified CCX 7.0(1) SR5, using the Windows to Linux upgrade path
For procedure:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/uccx851_ug.pdf
For software:
http://www.cisco.com/cisco/software/release.html?mdfid=270569179&softwareid=282988762&release=9.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !! -
CUCM Telephony Data Synchronization Check Fails in UCCX 10.6
Hello Experts,
We are running CUCM 10.5 and UCCX 10.6 (recently upgraded). When I try to do a data sync check (or data resync), it fails with error messaged attached. Do you have any ideas how to resolve this issue?
Any help will be truly appreciated.
Thanks,
Randy C.Hello Sivanesan,
Thank you for taking the time to respond.
With the help of TAC, it turns out that the problem was caused by an expired certificate in CUCM. Here's what we had to do:
1. CUCM OS Admin-->Security-->Certificate Management
2. Click the tomcat.pem file, and then click Regenerate.
3. After the successful regeneration of the tomcat.pem file, download the same.
4. Go back to the Certificate Management page.
5. Find all the existing tomcat-trust file entries. Click the file name of the certificate
or CTL, and then click Delete.
6. Upload the downloaded tomcat.pem file with the caption tomcat-trust.
The new Tomcat certificate will not take effect until the Tomcat service is restarted.
- "utils restart Cisco Tomcat" on CUCM
- "utils restart Cisco Tomcat" on UCCX
This resolved the issue. I'll just put this in the community so that someone may find this helpful.
Thanks again for quickly responding to my post. Appreciate your time and help.
-Randy C. -
UCCX 5.0 - 8.0 using pre-upgrade tool
Hi,
We're upgrading from 5.0(2) to 8.0. We've used the Pre-Upgrade Tool to create a TAR file on the production UCCX. From the replacement server we've selected "Upgrade from a previous UCCX release". The Pre-Upgrade Tool ran without issue and the log file shows no errors.
The status message shows: "Enter a valid backup file"
We know the sftp server is setup correctly and the user credentials are correct.
Any feedback welcome.Many thanks.The Pre-Upgrade Tool also have the option to verify the backup file. Try running the verification and see if it works:
(page 16 - Upgrade guide)
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801ig.pdf
Also what are the exact UCCX versions 5.0(2) SR? and going to 8.0(1) or 8.0(2)? there is one upgrade tool for 8.0(1) and another for 8.0(2), make sure you are running the right one.
Pablo -
CUCm , UCCX & QM upgrading
we have the following :
-CUCM 7.0.2.20000-5
-UCCX 7.0(1)SR05_Build504
-QM 2.6.2.7
we have to upgrade all of these components to 9.X
so how should i do the windows to linux upgrade for the CUCM and UCCX and what is the upgrade path ?
should i start with CUCM or UCCX first ?Hi,
Sequesnce for upgrade :
1. CUCM Publisher
2. CUCM Subscriber
3. UCCX nodes
4. QM.
Process :
CUCM 9.x (pls note below is the process for v7.1.5)
1. Install 7.1.5 in Vmware using the 9.1.2 OVA template with Linux version 3 32 bit with same setting as production server.
2. Restore the DRS backup to 7.1.5 VM.
3.Now you can upgrade the 7.1.5 to 9..1.2 in VM with switch to new version.
4. Once completed just shut down the Guest OS in Vsphere and go to edit setting --> option change the OS version to 32 bit.
5. Start the VM.
6. Take the 9.1.2 backup.
7. Install the 9.1.2 as fresh and restore the back from upgrade 9.1.2 VM
(Attaching Jump to 9 procedure document for your reference - http://tinyurl.com/oqtt9u5 )
UCCX 9.x:
1. Upgrade UCCX 7.0(1)SR5 to UCCX 7.0(2)ES3
2. Backup UCCX 7.0(2)ES3 using PUT tool
3.Keep it in the SFTP server 3. Install UCCX 9 on Cisco UCS
4. Follow the initial configuration in the below link to restore backup.
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/installation/guide/UCCX_BK_C8834893_00_cisco-unified-contact-center-express_chapter_010.html#UCCX_TK_SA57D312_00
QM9.x:
Please refer the below link for upgrading Qm 2.7 to 9.x.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_9x/installation/guide/qm90-installation-user-guide-cisco.pdf
Good luck. -
Current State:
• I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
• The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
• Upgrade software versions and migrate to new hardware for UCCX
• LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
• Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
• Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
• Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
• Restore the data from the UCCX PUT tool
• Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.
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