UCCX 8.5(1)SU2 HAoWAN

I have a HA cluster over WAN (100mb direct fibre). Alongside there is a CUCM cluster with server on each site.
I have tried adjusting the Unified CM Configuration on the HA server to have the AXL/CTI preferences for the local CUCM 1st and remote 2nd (opposite on other UCCX server). Everytime I do this a number of the CTI Ports fail to register on the HA server. Primary is always ok.
I have tried the CTI ports in local or remote device pools, doesn't seem to make any difference.
As soon as I set the order for AXL/CTI the same as the UCCX primary, all CTI ports register ok.
Am I doing something wrong or have I misunderstood this?

Check the troubleshooting guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf
Page 126
Problem
Enterprise data does not display data on outbound calls.
Solution Enterprise data only displays data for inbound calls.

Similar Messages

Compatibility Uccx 9.0(2)SU2 with CUCM 9.1(2)SU3

Have seen the recent discussion on UCCX 9.0(2)SU2 and CUCM 9.1(2)SU2 here:
https://supportforums.cisco.com/discussion/12482146/compatibility-uccx-902su2-cucm-912su2
But with the release of CUCM 9.1(2)SU3 looking at the same compatibility matrix:
http://docwiki.cisco.com/wiki/Unified_CCX_Software_Compatibility_Matrix_for_9.0(2)_SU2
I do not see that UCCX 9.0(2)SU2 and CUCM 9.1(2)SU3 are compatible. Is this an error in the document or do we need to upgrade UCCX if we upgrade CUCM from 9.1(1) to 9.1(2)SU3?
Thanks,
Ryan

Hi Ryan-
Take a look the posts by Arundeep Nagaraj in this thread: https://supportforums.cisco.com/discussion/12439306/ucm-uccx-compatibiity
Thanks,
DJ

UCCX 8.02 SU1 - SU2 client upgrades

We're planning an SU1 to SU2 upgrade this weekend. I know CAD/CSD have an auto-update feature built in. And our users will have admin rights.
But in a previous upgrade (applying SU1) some things went wrong with the client upgrades, and TAC recommended we uninstall the CAD Service Release, then CAD, then re-install.
In planning for this upgrade, is it safe to rely on users self-upgrading when they arrive Monday morning, or should we plan another uninstall/re-install?

Thomas,
After the upgrade to Su2 make sure you download/run the "Cisco Unified CCX Desktop Client Configuration tool" from one of the workstations.
After this when the agents login for the first time CAD should upgrade itself (provided agents have admin rights)
If for some reason upgrade fails for few users you can download the updated MSI file with the help of the following link and install the service release.
http://X.X.X.X:6293/TUP/CAD/CAD Clients Service Release.msi (x.x.x.x = IP address of primary uccx server)
Note: this MSI file is only for CAD and not CSD
Regards
Anuj

UCCX 8.5.1 SU2 traffic analysis report errors out

Anyone run into this before, I'm not seeing a bug fixed for this issue in SU3 either.
If we have a call center outage or some issue effecting services, one day a month, and try to run the IVR traffic analysis report for the whole month (where one day we had outage) the report for that timeframe fails to run. If we adjust the report begin/end time to end before problem day/hour the report runs fine. Same for after that time to end of the month. We can also run the report for the single day of outage (whole 24 hour period) without problem to which is strange.
Regarding the outage, it is where UCCX services stop for some reason. This is HA WAN setup. The systems were not powered down or shutdown unexpectedly.
Seems it is choking on the data and trying to divde by zero....
We see this in logs,
1: 11/6/2012 8:56:32 AM %CHC-LOG_SUBFAC-3-UNK:0 :Final Font Size=$rptFontSize
1: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
2: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
3: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
4: 12/6/2012 11:30:32 AM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))
5: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
6: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
7: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
8: 12/6/2012 12:02:53 PM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))
9: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
10: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
11: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
12: 12/6/2012 4:18:56 PM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))

Mohammed,
It is common, in many of the Cisco Express 8.5 environments we have looked at, for the Total Incoming Calls given on a Traffic Analysis report to be a higher number than an Application Report.
The Traffic Analysis Report counts every unique sessionID (unique call) that is inbound (contact type of 1). The Application Reports do a similar thing but qualify (filter) only the records that have an application assigned.
There are simply times where inbound calls have been directed to an "agent" without having an applicaiton assigned.
The best thing the reporting user can do is to run a query on his or her database such as:
select * from ContactCallDetail where contactType=1and startDateTime > '2012-11-16 10:00:00' and startDateTime < '2012-11-16 11:00:00';
Usually when an application is not assigned to the record in the ContactCallDetail table it is because the destination type is equal to 1, which is an 'Agent' instead of a 'route point'.
So if you modify your select statement to filter by destinationType, you can quickly find the records that don't have the application assigned.
Example: select * from ContactCallDetail where contactType = 1 and destinationType = 1 and startDateTime > '2012-11-16 10:00:00 and startDateTime < 2012-11-16 11:00:00';
When you look at these records, you will see the agent that took the call from the destinationID field. The number in that field should match up with the field called 'resourceID' in a table called 'resouce';
Example: select * from resource where resouce=6011; where 6011 was the number you found in the destinationID field.
If there is still confusion about the source of the call - then talk to that agent and find out what is was.
Good Luck and let me know if you need further help.
Ron Reif
[email protected]

UCCX 8.5.1 SU2 Agent Line/Ext on Two IP Communicators - Only One Will Be Registered

I have a corner case where an agents laptop may use a local Gigabit Ethernet port or a different Gigabit Ethernet port located on a laptop docking station using IP Communicator 8.6(2).
Due to a requirement for QM/Compliance Recording (per Calabrio), we need to code the SEP<NIC MAC ADDRESS> for each potential port; meaning I will have two IPCs coded; each with a unique device name set to SEP<NIC MAC ADDRESS>.
The IP Communicators are set to generate their device name automatically. This means that they can only use / register one IPC at a time.
In the lab, having two IPCs configured with an identical line seems to function 100% when only one of IPC stations is registered to CUCM.
SRND and various posts state the usual about shared lines for agents being unsupported.
Does my scenario fit with "this is a shared line" which would force us to alter design and complicate the user experience with extension mobility?
Thoughts?
Code in use is CUCM 8.6 and UCCX 8.5(1)SR2; CAD is being exclusively used on Win 7.

Calabrio professional services has informed us (and it was re-confirmed) that IPC needs to present the NIC being used for CR/QM/AQM to provide desktop recording functionality.
Do you have experience where you have "hard-set" or statically configured the device name to one of the NICs (LAN) but it also worked for other interfaces with unique MAC addresses (WLAN, dock LAN, AnyConnect)?
Also, our Cisco SE posed this question via IM to his Cisco AS associate and got a conflicting report; the justification was that "shared" in UCCX context means two or more active-registered to CUCM phone appliances with identical DN/in any partition (versus the CUCM definition of identical DN in a single partition). He seemed to have direct knowledge of using two phone appliances associated to the same user/agent for a phone appliance migration effort (7940s to 7942s) where everything was pre-configured, the old phone was removed and the new one placed (only one entry was registered at a time).
Do I trust Cisco SE/AS resources or SRND?
Thanks

UCCX 8.5(1)SU2 Agent E-mail Historical Reports

Hi All, Anyway to generate a report on UCCX Historical Reporting client for E-mails which have been "forwarded" or "Printed" by Agent? Only thing which supervisors can report are emails which have been deleted after a forward or print. but then again this is not accurate information for us. I hope CUIC in version 9.x will allow us to report on forwarded/printed emails. Thanks, Yavuz

Yavuz,
It doesnt look possible out of the box, customization might help.
About CUIC's capability of meeting the requirement, you might want to post your query at following portals
https://communities.cisco.com/community/partner/collaboration/contactcenter/atp?view=discussions
http://developer.cisco.com/web/ccr/forums
HTH
GP.
Pls rate helpful posts !!

UCCX 8.5.1 SU2 w/Coptwo Enterprise data issues

Hi,
Updated from SU1 to 8.5(1) SU2 with Coptwo patch file, and all is well mosly, except sometimes agents get wrong enterprise data sent to the Cisco Agent Desktop. It shows the same customer call after call, when it is different customers calling in reality. If they exit CAD and relaunch CAD it clears the problem for undetermined amount of time.
Anyone else see this yet?

Haven't had those issues with updating any applications or scripts. Haven't tried to update route points or CSQs yet.
This issue I mentioned above went away after the first day, weird. All I did to maybe fix it was download the script and open it in 8.5.1 SU2 editor and re-save it, validate it, and upload it back to server and refreshed the script and application.
Applied SU2 2-3 other spots also so far with no reported problems.

UCCX %MIVR-HR_MGR-3-HISTORICAL_DB_WRITE_FAILED

Hi,
I've a client with UCCX HA setup (System version: 8.0.2.10000-41).
I saw this alert generated yesterday in the RTMT under Alert Central. It came from Secondary UCCX server (It is running as Master). The client has some weird issues since yesterday, the agents started getting Licensing Error, CSD is not updating Agents statistics, Real time data in RT tables (for wallboard) is not getting updated etc. I bounced the LRM service and agents were able to login fine.
I looked at Bug: CSCtq91894 but not very helpful. Does anyone know what could have caused this alert and any possible fixes? I am attaching the MIVR logs covering this event.
Module Name : HISTORICAL_REPORTING_MANAGER
Module Failure Name : HISTORICAL_DATABASE
UNKNOWN_PARAMTYPE:Module Run-time Failure Cause : 3
Module Failure Message : Historical database queue is full. Historical data saved in files. Queue size= 0 Total number of lost records= 1 Please check dat
AppID : Cisco Unified CCX Engine
ClusterID :
NodeID : CELCC6802
TimeStamp : Thu Jan 05 09:50:11 AST 2012.
The alarm is generated on Thu Jan 05 08:50:11 EST 2012.Module Name : HISTORICAL_REPORTING_MANAGER
Module Failure Name : HISTORICAL_DATABASE
UNKNOWN_PARAMTYPE:Module Run-time Failure Cause : 3
Module Failure Message : Historical database queue is full. Historical data saved in files. Queue size= 0 Total number of lost records= 1 Please check dat
AppID : Cisco Unified CCX Engine
ClusterID :
NodeID : CELCC6802
TimeStamp : Thu Jan 05 09:50:11 AST 2012.
The alarm is generated on Thu Jan 05 08:50:11 EST 2012.
Thanks,
Kapil

Hi,
After searching for the error logs cam across a TAC case reference:617010385
Which is pointing to below 2 defects which have a fix for this issue.
CSCtj88620: run time error while generating agent related historical reports
Description: HRC throws run time error while generating some agent related reports. HRC log shows the error "A subquery has returned not exactly one row".
Following is seen in the RTMT for the same time frame.
Module Name : HISTORICAL_REPORTING_MANAGER
Module Failure Name : HISTORICAL_DATABASE
UNKNOWN_PARAMTYPE:Module Run-time Failure Cause : 3
Module Failure Message : Historical database queue is full. Historical data saved in files. Queue size= 0 Total number of lost records= 300 Please check d AppID : Cisco Unified CCX Engine
ClusterID : NodeID : uccx1a
TimeStamp : Wed Nov 03 08:02:16 EDT 2010.
The alarm is generated on Wed Nov 03 08:02:16 EDT 2010.
To Be fixed: 8.0(2)SU2 8.5(1)SU3
CSCtl93897: UCCX Engine tries to update missing table, which causes RTMT alerts
Description:
When running a historical report, the customer's system generates RTMT alerts such as:
Subject: [RTMT-ALERT-StandAloneCluster] HistoricalDataWrittenToFiles
Module Name : HISTORICAL_REPORTING_MANAGER Module Failure Name : HISTORICAL_DATABASE UNKNOWN_PARAMTYPE:Module Run-time Failure Cause : 3
Module Failure Message : Historical database queue is full. Historical data saved in files. Queue size= 0 Total number of lost records= 1 Please check dat AppID : Cisco Unified CCX Engine ClusterID :
After further investigations, the cause of this issue was found to be the UCCX engine, which tries to write data to a table from a previous version, called the WorkflowTask table. Given that there is no longer a table within the database by this name, this causes the system to generate RTMT alerts.
While there is no direct impact on the system in a critical way, such as core functionality or critical data loss, this still needs to be addressed, as it causes concerns for the customer who may see these errors.
To Be fixed: 8.5(1)SU3 8.0(2)SU4
As I see you are currently running on UCCX 8.5(1)SU2 with COP file on HA, need to come to 8.5(1)SU3.
As of now I can only see 8.5 SU2 posted in CCO.
http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=280840578&release=8.0%282%29_SU4&relind=AVAILABLE&rellifecycle=&reltype=latest
Please contact Cisco TAC for the ES or any other available COP file for this issue.
Hope it helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

Agent desktop changing dial number as entered

In the agent desktop there is a checkbox, "dial number as entered" that I want to be checked when the application is started. How do I do this?

3 years later I'm running UCCX 8.5(1)SU2 with CAD 8.5.1.214 and have the same issue. Did you ever get a solution or workaround?
Without putting a checkmark in "Dial Number as Entered" I enter a 5-digit extension I get in bottom left corner "Call Failed: Invalid Destination", if I put the checkmark in I can 5 digit dial.

CUIC Supervisor login issue

I have a user that is no longer able to login to CUIC with his CCMuser credentials. This is a CCX version 9 system and I verified that he can login to his CUCM page just fine. When I edit the user in CUIC, I don't see a field for a password so I am assuming CUIC will authenticate the user with CUCM.
The user is a Supervisor and has the reporting rights configured and this the only account that was added to CUIC, in addition to the admin account.
Any ideas?

We ended up opening a TAC case. They sent us a file to upload to the UCCX to fix the UCCX Web Services problem. We stopped the Tomcat Service then logged in with root and put the file in the correct directory and then restarted the Tomcat Service.After all services were back working we tested and were able to log in. the other workaround was to upgrade to UCCX 9.0.2(SU2).

Agent Phone with Busy Lamp Field

Would a BLF on another phone cause the same issue as a shared line with UCCX 8.5.1 SU2?

I don't think it should - a BLF isn't a line. I also don't recall seeing any notes re: this not being supported.
Aaron

Script hangs on menu step

I've got a rather large script, but having trouble with one new section. We calculate the expected wait time, create a variable for a prompt to play a specific announcement, and offer voicemail (press 1). If they don't press 1, back on hold, wait X seconds, repeat, etc.
It loops through just fine about 30 times, but then it hangs on the Menu step. No prompts, no hold music. Doing a debug, you see it just stop on the Menu object. No errors show up in the debug output.
We shouldn't be hitting the global max steps (it would terminate in that case right?). Is there some other counter that could be hanging?
UCCX 8.0(2) SU2.
Thanks for looking...
Tom

We found the problem. We tried changing the max steps to 2000, and it exhibited the same behavior at the same point. It would loop through a few times, but always stop at this Menu step (even through it had previously looped through fine).
So in testing I re-created another UCCX Application, same script. I couldn't reproduce the problem on this application, but I could on my original. So I started to focus on the trigger. Turns out my production trigger had
Override Media Termination = YES. That worked fine for all our other applications. But for this particular one it was causing a problem. Setting Override Media Termination = NO fixes the problem.
I opened a TAC case and they confirmed the expected behavior should be the same either way. So this may be a defect. But because we're running an old version they didn't want to investigate a defect without upgrading first -- which is on our radar but not right now. So the workaround is fine.

AQM integration with CAD

Hi
We ave a requirement from customer so that they should stop recording of call from CAD on customer demand.
we have AQM 8.5.2 ,UCCX 8.5.2 Su2 and cucm.
we have configured desktop recording in AQM for all call .
Now the customer requirement is that if they receive call from any of there client and if there client want to stop the recordig the Agent should be able to control it from CAD..
How this is possible with CAD integrated with AQM.
Regards
Rupam Chakraborty

Hi
AQM supports IPC actions - that should mean that the easiest way to get this running would be to add a Task button to CAD then runs an IPC action to send a delete command to AQM.
Details of integrating CAD to QM in this way are here: http://www.cisco.com/en/US/products/ps8293/products_programming_reference_guides_list.html
Regards
Aaron

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
Payal

Hi 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!!

Road map when migrating uccx 7.0.1 SR5 towards 8.0.2

Folks,
I'm here pretty much to give you a heads up on my road towards migrating uccx 7.0.1 SR5 to 8.0.2:
1) First, I took the backup from my uccx 7.0.1SR5 using the PUT tool (pre-upgrade tool). It is straight forward, no big deal on it. Backup saved on sftp server.
2) Once I did a fresh install on our spare server with 8.0.2, I loaded my PUT backup from sftp...again..no big deal on it. It seemed that everything went fine...
3) When I was doing the tests with the new uccx, 8.0.2, checking scripts...queues...I realized that the calls were not being queued at all..and I was getting an scriptNotFound error.
4) After frustration because I spoke with couple TAC engineers...I had to fix this issue by my own. After research I figured that to fix "scriptNotFound..." there is a trick in which is not documented clearly. When uccx 7 calls a subflow it DOES NOT ADD THE WORD "SCRIPT" in front of it..and on UCCX 8 YOU HAVE TO add the "script' in front of your subflows. After that..no more "scriptNotFound..."error and our application subsystem was no longer in partial service. afff
5) Now, I was told by the people who wrote the cisco upgrade doc that SU2 update for uccx 8 fixes most of the path related issues...again..I did install the patch yesterday..and..everything seemed to be fine..no errors...now im just waiting friday to test it out, and hopefully will be a happy end!
If I miss something here let me know...even if I can help someone..please let me know.
Regards,
Thiago henriques

Folks,
After quite sometime working towards our migration from uccx 7 SR5 to uccx 8.0.2 I finally got it working!!!!wohoooooooooooooooooooooo
Another change was necessary on create file document steo...which is not needed on uccx 8. Me and one TAC engineer (very good one) we removed the "Create File Document". Here it is what the TAC told me:
While accessing an xml document that is uploaded into the document repository, the Create File Document is not needed.
Simply use the Create XML Document (DOC[test.xml]) step to reference the XML document to be read.
If I can help anyone with this, please let me know.
Regards,
Thiago Henriques

UCCX 8.5(1)SU2 HAoWAN

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