UCCX 8.0.2.11004-12

In resources cisco unified contact center express state report the one agent are log-off but in the report shows the contact presented 1. Only one extension are facing this issue. We reset the phone but still same.
Every day when we take the report and we get the same issue. but Agent already log off.
In that agent phone only one number are configured.
Why its happing only on phone, there is some bug on UCCX 8.0.2 version.
The errore are attached.

Hi Piotr-
CUCM 8.6(2a)SU3 (8.6.2.23900-10) is the newest version that is compatible with UCCX 8.0(2)SU3 (8.0.2.11004-12).
Here is a link to the Compatibility Matrix for UCCX versions 6.0-8.0:
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtxeol2.pdf
Here is the link for everything 8.5 and newer:
http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX
Thanks,
DJ

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Adding a new reason code on UCCX 8.5.1.11004-25

Hello Members
I would like to add a new reason code for my agents and the reason is ESCALLATION. I would like to know if adding a new reason code is supported on the UCCX 8.5.1. If so, where do I add a new reason code?

Hi
Any respectable UC tech will always check the compatibility matrix before upgrading.
If you are in a position where it has already been done, there's no harm in contacting TAC to see if there is an ES or such that might be available or in the pipeline that might resolve the issue.
Otherwise you would probably be looking at either downgrading (probably a bad idea, if this has been running a while as you may lose configuration) or upgrading both systems to a new release.
Aaron

UCCX don't close sessions

Hi folks
Bare with me and my lack of knowledge on the subject.
We have an UCCX (8.0.2.11004-12) that have some "odd features".
While going through the logs on it i did a bit of debugging as well. One command (show open ports all) gave me a scare.
Since thursday (6 days) the same sessions have been in the state "wait_close". Is this normal for a UCCX not to close its sessions when the clients have sent "fin"?
If it was only a couple of these sessions i wouldnt be worried but there are approx. 460 of them
The reason i was looking is that form time to time the UCCX hanges and have to be rebooted in order to work propperly.
/Tony

Hi,
I am facing exactly the same problem as described by tonyloktu. The chat server TCP connections are remaining in CLOSE_WAIT state for a long time leading to shortage of ports and hence failure of FCCSERVER service. There is about 2700 TCP connection. And we can see them by typing the command: "show open ports all":
======
FCCServer 1432      uccxuser 1494u IPv4 83033048       TCP 10.206.0.10:3001->10.31.80.14:57270 (CLOSE_WAIT)
FCCServer 1432      uccxuser 1495u IPv4 83033070       TCP 10.206.0.10:3001->10.31.40.19:59547 (CLOSE_WAIT)
FCCServer 1432      uccxuser 1497u IPv4 83033142       TCP 10.206.0.10:3001->10.29.112.161:57001 (CLOSE_WAIT)
FCCServer 1432      uccxuser 1498u IPv4 83033188       TCP 10.206.0.10:3001->10.31.128.95:58848 (CLOSE_WAIT)
FCCServer 1432      uccxuser 1499u IPv4 83033221       TCP 10.206.0.10:3001->10.193.255.11:57555 (CLOSE_WAIT)
=======
I opened a TAC case and they suspect a firewall traffic blocking but i'm not sure of this analisys because when sniffing the traffic in the server side I can see the client requests sent by CAD & CSD (Cisco Agent and Supervissor Desktop). I can also see the telnet requests when trying to connect with telnet on some ports.
I found the bug CSCsq34636 on the Cisco bug toolkit. But our UCCX version 8.5.1.11004-25 is in the fixed release.
Can you please tell me if you could resolve your problem?
Is it related to the network or it's just an application bug?
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UCCX After CUCM Upgrade

Hi All
I am running UCCX 8.5.1.11004-25 and upgrading to CUCM 8.6.2.23900. I have completed several CUCM upgrades with various dependencies but never with UCCX as a dependency. I have checked the compatibility matrix and this all seems fine however i cant find any information on if anything needs to be done to UCCX once i switch versions on CUCM.
Im suspecting that i will need to run a JTAPI re-sync which will download a new JTAPI if it finds a different version ? Is this correct and also is there anything else i need to be watching out for ?
Thanks, Carl Ratcliffe

Thanks Tanner, quick reply and confirmed what i thought, just didnt want to get caught out at 2 in the morning with something i have missed.
Thanks, Carl

UCCX 8.0 "Error while uploading the file. Please try again."

I was on UCCX version 8.0.2.11003-10 and i was able to upload an script with the same name as an old one (overwrite).
Upgrade to UCCX 8.0.2.11004-12 and now I am receiving the error: "Error while uploading the file. Please try again."
There was a bug CSCth09248 that affected version 7 but supposed to be fixed on version 8 and was fixed on an earlier version. But after moving to a minor patch, problem came back...
Any ideas?

Hi,
I belive the bug was initially opened to fix the issue when uploading script fails when using wizard to configure uccx.
But now they have re-opened the same bug instead of opened a new one for the issue that you have.
I looked at the case attached to that bug, case # 617145545. Below is the problem description that customer has which is same as yours and this bug has been re-opened to fix this particular problem.
When I tried to upload a modified script with an existing file name, the message "script file already exists.
Overwrite existing script file, continue?" comes up and when I select "OK" then,
it dispaly Status "Error while uploading the file. Please try again".
If I remove an existing file first, it will upload fine.
Using UCCX Admin 8.0.2.11004-12 and UCCX Editor 8.0(2.0).
Thanks
Ankita

CAD-BE.jsp needing to install Java 6.24 even tho it's installed

We're migrating to UCCX 8.0.2.11004-12 Friday night. Upon testing CAD-BE ( with IE 7, https://x.x.x.x:6239/cadbe/CAD-BE.jsp ) call center agents are being told Java 6.24 needs to be installed.....even tho Java 6.24 is already installed. Is there some sort of switch/setting somewhere that can get rid of this? The only work around is to have someone with local admin rights logon and do the https://x.x.x.x:6239/cadbe/CAD-BE.jsp setup.
Any help would greatly be appreciated!

2 updates:
1. The version of cadbe is 8.0(2)
2. The correct URL is https://x.x.x.x/cadbe/CAD-BE.jsp I'm not sure what I was thinking of when I wrote port 6239

Cisco Quality Management: 8.5.2.18. Recording only one agent.

Good day! There are a cluster of two CUCM (8.5.1.13900-5), UCCX (8.5.1.11004-25, Licence – Enchanced), Cisco Quality Management (8.5.2.18), Cisco IP Comunicator as agent's phone (using SCCP for a registration) at the deployment. When I login in the Cisco Unified Workforce Optimization, I see only one of agent's recording, although I see four agent who are configurated at Quality Administrator Managment . I noticed the only one of difference among the agents. It's the field "Name Dialing" at User Configuration of CUCM (I reckon it doesn't matter). But possibly I need to set a configuration at local computers agents. When I tried to fix the my issue and I couldn't find the Device name for JTAPI user at CUCM. I add the Device and I have a question. Do I have to add only Device or CTI as well? I attached the screenshot "JTAPI". It is the configuration of application user at CUCM. Could you help me with recomendations for fixing this issues?

Hi
My first suggestion would be to look at your AQM config. AQM uses CTI as well, and may be set up with a different user for JTAPI.
I typically set AQM and UCCX to use the same user (the one specified for RM-CM in UCCX) so that if an agent works for UCCX, he will work for AQM - for JTAPI at least.
Regards
Aaron

IPCC "The agent extension is out of service"

We are using IPCC 4.0(3)_Build080, we have setup a new user in the system like everyone else. When this user tries to go into a ready state in the agent desktop he gets the following error:
13:16:20 Cannot go to the ready state while the phone is out of service. Other state changes are possible.
13:16:20 The agent extension is out of service.
Ready state change and call control operations cannot be performed.

Hi guys,
Solution, for us, was to delete the phone from CUCM, and recreate it.
This process took less than 1 minute…
I located the device (phone) in CUCM by MAC address and deleted it.
All of our Service Desk phones are identical in config (they are setup for Extension Mobility to allow for desk sharing) - so I simply "super-copied" another SDA phone using the problematic phone's MAC, and changed the description.
Next I associated the 'newly created' device with the RMCM application user (User Management > Application User > < whatever username you gave for your UCCX RMCM username>).
Once the new "old" device had registered, Joe Bloggs logged in with his extension mobility login, logged into CAD, and was able to go 'Ready'.
Solved.
Information/background and initial troubleshooting:
We are on...
CUCM 8.0.2.40000-1
UCCX 8.0.2.11004-12
CAD 8.0.2.400 (says 8.0(2) at startup, the 'about' shows 8.0.2.400)
We had the issue this morning where Joe Bloggs (SDA) was able to login to his phone (extension mobility), login to CAD (Cisco Agent Desktop), but could not go ‘Ready’ state.
He was being presented the following error:
     07:20:29 Resource's Device is Off.
     07:20:29 The agent extension is out of service.
     Ready state change and call control operations cannot be performed.
I logged into his device (phone) as myself and then logged into CAD. I was presented with the same error when attempting to go 'Ready'.
Other SDA’s with the same device (phone) and device profile (extension mobility) config did not have any trouble on their phones – so appeared to have been a phone issue - or at least an issue between CUCM and the device.
I had Joe Bloggs perform the factory default reset (unplug network cable, holding # - plug back in network cable, when line buttons flashed in sequence type 123456789*0#) – after reset, tested again, made no difference - the error persisted.
Next, I disassociated Joe Bloggs from the DN (Directory Number/Extension) and then disassociated both the device and the device profile (ext. mobility) from RMCM ‘Application User’, saved – then re-associated – made no difference, the problem continued.
Not sure why it happened - appears as though maybe the record of this particular device had become corrupt in CUCM somehow.
Hope this helps someone else - as it was a lot quicker (for our setup) than disassociating user extensions and devices, etc.
Cheers,
Brett

UCCX Supervisor Desktop Agent team summary

Supervisor desktop agent team summary report are not showing accurate. Before restart the server we are facing a Agent logon time its not correct under the supervisor desktop agent page.
After restart that problem is resolved the Agent logon time but its giving another issue.
The issue the Call Preseneted time not accurate.
The running UCCX version is: 8.5.1.11004.25
Attached the snapshot.

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

UCCX Automatic Work State configured but not working?

HI All, I have a customer that is running UCCX 8.0.2SU3 and I have some CSQs configured with Automatic Work configured for 60 seconds. Prior to and just after the go-live of the solution the Automatic Work state was working fine. However; now for some reason it has just stopped working? Has anyone seem this before in the latest versions of UCCX (8.X)? The customer version is System version: 8.0.2.11004-12
Any assistance appreciated.
Many thanks.
Steve

Make sure the CAD is 8.0.2.400.
The call has to be coming from the queue. Otherwise, it won't work.

UCCX RTMT Alert- CoreDumpFileFound

I am getting a new alert CoreDumpFileFound on UCCX RTMT.
If any one facing same issue please share
The running Cisco Unified CCX version is 8.5.1.11004-25
At Tue Nov 04 13:21:03 AST 2014 on node 172XX.XX.4, the following CoreDumpFileFound events generated:
TotalCoresFound : 1
CoreDetails : The following lists up to 6 cores dumped by corresponding applications.
Core1 : Cisco Desktop VoIP Monitor Service (core.7502.6.FCVoIPMonSvr.1415096439)
AppID : Cisco Log Partition Monitoring Tool
ClusterID :
NodeID : UCCX1
TimeStamp : Tue Nov 04 13:20:41 AST 2014

Symptom:
Will not be able to launch any other desktop clients as the Voipmonsubsystem will be out service.
Conditions:
Issue was seen when LDAPMonitor subsystem on consumer was down during replication setup, which is not a usual scenario.
VOIP Monitor Subsystem is in partial service or OOS
Problem Summary
1.One or both (in case of HA) of the Cisco Desktop VoIP Monitor Service in the cluster are OOS.
2.One or both (in case of HA) of the Cisco Desktop Call/Chat Service in the cluster are OOS.
3.Cisco Desktop LDAP Monitor Service is OOS.
4.None of the above, but the LDAP between the nodes (HA) are out of synch in terms of which is the active LRM server. Below is how to determine:
Check both LDAP for the "ipHostName:" entry, under key " dn: svrType=LRM Server,ou=Servers,lcc=Call Center 1,ou=Company,o=Spanlink Communications". The value should be the same in both LDAP.
5.Node2's VoipMon SS failed to connect to node2's LDAP with ConnectionException.
e.g. %MIVR-LIB_LDAP-3-LDAP_CON_ERROR:Error accessing LDAP: ldap url=ldap://10.208.16.64:3016,Exception=javax.naming.CommunicationException: 10.208.16.64:3016 [Root exception is java.net.ConnectException: Connection refused]
Recommended Action
For possible causes 1 to 3, restart the problematic services followed by VoIp Monitor Service. Make sure all services are up.
For possible causes 4, restart the LDAP Monitor Service followed by the VoIp Monitor Service on the current master server. Check the LDAP again, if still out of synch then restart both Engine
For possible cause 5, reboot both uccx servers.
Associated Bug IDs # CSCtk34897,CSCtn16852
http://docwiki.cisco.com/wiki/VOIP_Monitor_Subsystem_is_in_partial_service_or_OOS

UCCX 8.5 - HA over WAN - Appadmin webpages run slow

We have constant and ongoing problem with the Supervisor and Administration webpages of our UCCX running extremely slow, we are talking 5 minutes + to change the skill of an agent.
Have had several tac cases open and problem continues to arise, so I am tending to believe this is a bug with HA over the WAN. Wondering if anyone else with HA over WAN -- system Cisco Unified CCX Administration ---System version: 8.5.1.11004-25 has this problem?
I cant keep doing this:
Subject: SR 622308023 - UCCX Appadmin webpages run slow
Hi John,
Please try the following steps:-
à Login to the Secondary UCCX web-admin page
à Go to CCX Serviceability page from drop down box on the upper right hand side
à Then to Tools> Datastore Control Center > Replication Server
à Click on Disable CDS and HDS
à Wait for couple of minutes and then click on Enable CDS and HDS
à Then click on Reset Replication
à Then reboot the primary CCX Server through SSH session “utils system restart”
à Wait for 15-20mins and then reboot the secondary CCX Server through the same command and then wait for around approximately 20mins
Please try the above steps during off-hours and then monitor if issue re-appears after a day. It seems there might be some synch issue which might be causing this and the above steps can fix it.

Hi
I have this problem with one of my customers, or something similar - it's CSCug18648.
According to TAC, up to 30 seconds is 'acceptable/as designed'. We randomly (but frequently) get multiple minute delays, and it's due to some other process on the system locking some of the data. It should be fixed in ES03 for 8.5(1)SU4, which should be available approximately the end of May.
Regards
Aaron

UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

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.

How to find the number simultaneous call at a given moment on UCCX ?

Hello,
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Aubert

Hi Gergely,
I should made a report on the number simultaneous call at a given moment on UCC on the server (all calls on the server)..

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this morning when I try to log in to UCCX. I get the following error
Error while handling the input request.
Error occurred while performing operation. Please contact your system administrator. you may refer to Application Administration logs for more details
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Have you checked the troubleshooting wiki?
http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_7.0#Cisco_Unified_CCX_Administration

UCCX 8.0.2.11004-12

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