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
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UCCX 8 - Dramatic change in the Create File Document step that is used by the Create XML Document step in order to read an XML file

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For the last 5 years (and in IPCC3.x/4.x,UCCX/5.x/7.x) I've used the same basic subflow to read a XML document that contains holiday dates where the queue should be closed. I've re-used this script on 20+ client installs and it's always worked. The structure of the script allows you to pass the path and filename of the XML document as parameters to the subflow. (The document is in the repository)
I loaded this script in UCCX 8.0.2 recently and it crashed with a Java.IO error. It looked like it was trying to read the file system directly and not the repository. (In the Linux appliance model this kind of makes sense but why is the step trying to read the file system directly?)
So I open a TAC case (SR# 615243125) and TAC tells me that the method of using the Create File Document step is not supported anymore and that I should specify the filename directly in the Create XML Document step
The problem that I see (aside from having to edit all my scripts that use XML files) is that the Create XML Document step is looking for the input to be a type DOCUMENT and not a type STRING. This seems to imply that I have to hardcode the document in each script that I deploy for a customer. When it was a string it was easy to construct the full file path from parameters and pass to the subflow.
Questions to the group
#1 Am I missing something here?
#2 Do you assume that you'll be able to load a script that worked fine in UCCX 7 into UCCX 8 and that it should completely function when you're doing everything according to the step reference documentation.
#3 Cisco didn’t document this in any way that I can find.
#4 How can you use the Create XML Document step in a fashion that would let you construct the path of the file and the filename previously in the script so you could pass it to a subflow ? It would seem this functionality has been killed in UCCX 8
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(Background)
Create File Document Step
The input filename is a STRING, could be an explicit path and filename in the repository or a variable that represents that path and string
The output of this step is a DOCUMENT to be used in the Create XML Document step
The string FILE_FullPathHolidayFiles references en_us\folderName\documentName.xml
The document was properly uploaded into the repository only, NOT trying to directly read c:\foo\blah…
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The create XML document input can only be a type DOCUMENT

#1 Am I missing something here?
You are mixing two different issues together here.
The Create File Document step is indeed not needed or supported for creating an XML document. That is why there is a unique step; to trigger XML parsing within the MIVR subsystem.
Accessing the file system is restricted to a single folder within the VOS model (i.e. 8.0+). This folder is not backed up, replicated, or cleaned up automatically. It was intended to give developers some FS access as a temporary swap location only.
#2 Do you assume that you'll be able to load a script that
worked fine in UCCX 7 into UCCX 8 and that it should completely
function when you're doing everything according to the step reference
documentation.
Assume nothing; read the documentation and attend one of the dozens of partner training sessions that CCBU put on advising of the upcoming changes.
#3 Cisco didn’t document this in any way that I can find.
You're right, I guess, on the Create File vs. XML Document step. AFAIK Cisco never wrote a notice into the Step Reference Guide explicitly stating that you cannot use the Create File Document although the documentation seemed pretty clear to me without it. File system restrictions are documented in the 8.0 release notes.
Scripting and Development Series: Volume 2, Editor Step ReferenceUse the Create XML Document step to create a logical document that maps a document to another document variable (where the document has already been pre-parsed as an XML document and is ready to be accessed by the Get XML Document Data step).Use this step before the Get XML Document Data step to obtain data from a document formatted using the Extensible Markup Language (XML).
#4 How can you use the Create XML Document step in a fashion that would
let you construct the path of the file and the filename previously in
the script so you could pass it to a subflow ? It would seem this functionality has been killed in UCCX 8
No it hasn't; just concatinate a string to build the Source Document parameter the step needs. Example: "DOC[" + myFilePath + "]"

UCCX 9.0.1 Datasource to IBM iSeries

I am doing an upgrade from UCCX 7.0.2 to 9.0.1.
The UCCX 7.0.2 has an ODBC driver connection to an IBM iSeries DB server using an iSeries driver. I need to replicate this connection on UCCX 9.0.
On UCCX 9.0 I only have the ability to use a few type of drivers, JDBC DB2 driver being one of them. I have tried using the following drivers:
db2jcc.jar
db2jcc4.jar
I have also loaded the customer supplied db2jcc_license_cu.jar
Both of the drivers load successfully under the com.ibm.db2.jcc.DB2Driver class, but when I try to make a Database Source connection within UCCX the test connection always fails. I have created a new DB account so I have verified that the username and password are correct.
I have tried these different formats when creating the Database Source. I don't know what port number I should be using. I saw 50000 mentioned in a few forums.
jdbc:db2//10.80.1.100:50000/val
jdbc:db2//10.80.1.100/val
No matter the syntax the Test Connection always fails.
Thanks,
Brian Corbet

We recently took a customer from CCX 7.x (Windows based) to 9.x (Cisco UCOS based) and ran into this issue.
Problem:
Connecting via JDBC to an iSeries DB2 database
description: Getting an error when trying to add an iSeries DB2 DataSource to the CCX server. Adding the Datasource fails. In the CCX Engine logs, you see something similar to the following:
[SQLException@185bf33] Message = [jcc][t4][10509][13454][4.16.53] Connection to the data server failed. The IBM Data Server for JDBC and SQLJ license was invalid
%MIVR-LIB_JDBC-7-UNK:or was not activated for the DB2 for z/OS subsystem. If you are connecting directly to
%MIVR-LIB_JDBC-7-UNK:the data server and using DB2 Connect Unlimited Edition for System z, perform the
%MIVR-LIB_JDBC-7-UNK:activation step by running the activation program in the license activation kit.
%MIVR-LIB_JDBC-7-UNK:If you are using any other edition of DB2 Connect, obtain the license file,
%MIVR-LIB_JDBC-7-UNK:db2jcc_license_cisuz.jar, from the license activation kit, and follow the installation
%MIVR-LIB_JDBC-7-UNK:directions to include the license file in the class path. ERRORCODE=-4230, SQLSTATE=42968
Solution:
1) The customer provided the db2jcc_license_cisuz.jar file, part of the “DB2 Connect” file set, which they purchased from IBM.
2) I installed the Java SE JDK version 8_20 (not sure that the JDK version actually matters except later when I set my PATH).
3) I copied the db2jcc4.jar file from the 10.5 driver and the db2jcc_license_cisuz.jar file from the provided DB2 Connect file set to the root of my c: drive.
4) I ran the following commands in Windows Command Prompt to combine the jar files into a single file:
PATH=%PATH%;C:\Program Files\Java\jdk1.8.0_20\bin
c:
cd \
mkdir tmp
cd tmp
jar -xf ../db2jcc4.jar
jar -xf ../db2jcc_license_cisuz.jar
cd ..
jar -cvf combined.jar -C tmp .
5) I browsed in CCX Administration to Subsystems > Database > Drivers, chose my file “combined.jar” file (C:\combined.jar) and selected "com.ibm.db2.jcc.DB2Driver” from the drop down box. I clicked upload and it accepted it.
6) I browsed in CCX Administration to Subsystems > Database > Datasource and built my datasource. I entered my DSN name, username, password, confirmed the password, chose “com.ibm.db2.jcc.DB2Driver” from the drop down box, and entered my JDBC URL - jdbc:db2://<iSeries IP Address>:446/SXXXXXXX - where, SXXXXXXX is the database name.
7) I then went into the Datasource and tested. It tested successfully.
This allowed us to connect to the customer’s iSeries database.
Please note that after we fixed this issue, we ran into another one. Here's a description of that issue and how we resolved it.
Problem:
Inserting Rows to a non-journaled iSeries DB2 database
Description: Getting an error when we try to insert or update an iSeries DB2 database, using the DB Write Step. This was working before in CCX 7.x (Windows based) when the connection was using ODBC. The CCX engine is successfully able to connect to the customer database via JDBC, however, we are seeing something similar to this in the CCX Engine logs when we try to do database writes (DB Write in CCX script):
%MIVR-LIB_JDBC-7-UNK:com.ibm.db2.jcc.am.SqlException: DB2 SQL Error: SQLCODE=-7008, SQLSTATE=55019, SQLERRMC=DATABASENAME ;3, DRIVER=4.16.53
Solution:
The key to this problem turned out to be that the customer database was not journaled. IBM provided useful information in this regard. In particular, the following IBM tech note indicates that they do NOT support manipulating the JDBC driver parameters on the iSeries. Instead, either the database must be journaled, or you must use “WITH NC” (omitting the quotes) at the end of your INSERT or UPDATE SQL query (at the end of our DB Write step) . When we use “WITH NC”, the database inserts work without error.
See this link for more details.
http://www-01.ibm.com/support/docview.wss?uid=swg21676715

UCCX 9.0 outbound progressive dialer doesn't

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I was going through the outbound troubleshooting guide, and when looking at the Sample MIVR Log Analysis, I was looking for it to retrieve the records as shown in the first step in that document. It never seems to get that far. Any input appreciated.
1264690: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): given query : .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]
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1264694: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = java.lang.String
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1264696: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery)::found a RepositoryAccessor
1264697: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:DBAccessor.get(query))
1264698: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:Schema class = com.cisco.crs.outbound.DialingListConfig
1264699: Oct 11 17:06:36.926 EDT %MIVR-LIB_JDBC-4-JDBC_LOG_MONITOR:JDBC log: message=Cannot join transaction: do not override hibernate.transaction.factory_class,error_desc=null
1264700: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-UNK:No objects found: Exception=com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264701: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION:com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264702: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.dbaccessor.DBAccessor.get(DBAccessor.java:530)
1264703: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getCIRecords(ConfigManagerImpl.java:1438)
1264704: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getAll(ConfigManagerImpl.java:534)
1264705: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1147)
1264706: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1052)
1264707: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.crs.outbound.DialingListConfig.getDialingListRecords(DialingListConfig.java:499)
1264708: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.readCampaigns(ReadContactsThread.java:473)
1264709: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.run(ReadContactsThread.java:153)
1264710: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)
1264711: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)
1264712: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)
1264713: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ThreadStubImpl$RequestImpl.run(ThreadStubImpl.java:570)
1264714: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)
1264715: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:Error retreiving config object
1264716: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: readCampaigns: campaignBatchSize after CALLBACK+PENDING+RETRIES=0 for campaignID:3
1264717: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: END
1264718: Oct 11 17:06:37.374 EDT %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0   1264690: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): given query : .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]
1264691: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): query[0]: .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]
1264692: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery) RepositoryAccessors in list = 2
1264693: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = com.cisco.crs.cluster.config.ClusterConfig
1264694: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = java.lang.String
1264695: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery):Try to get the default accessor
1264696: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery)::found a RepositoryAccessor
1264697: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:DBAccessor.get(query))
1264698: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:Schema class = com.cisco.crs.outbound.DialingListConfig
1264699: Oct 11 17:06:36.926 EDT %MIVR-LIB_JDBC-4-JDBC_LOG_MONITOR:JDBC log: message=Cannot join transaction: do not override hibernate.transaction.factory_class,error_desc=null
1264700: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-UNK:No objects found: Exception=com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264701: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION:com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264702: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.dbaccessor.DBAccessor.get(DBAccessor.java:530)
1264703: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getCIRecords(ConfigManagerImpl.java:1438)
1264704: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getAll(ConfigManagerImpl.java:534)
1264705: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1147)
1264706: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1052)
1264707: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.crs.outbound.DialingListConfig.getDialingListRecords(DialingListConfig.java:499)
1264708: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.readCampaigns(ReadContactsThread.java:473)
1264709: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.run(ReadContactsThread.java:153)
1264710: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)
1264711: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)
1264712: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)
1264713: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ThreadStubImpl$RequestImpl.run(ThreadStubImpl.java:570)
1264714: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)
1264715: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:Error retreiving config object
1264716: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: readCampaigns: campaignBatchSize after CALLBACK+PENDING+RETRIES=0 for campaignID:3
1264717: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: END
1264718: Oct 11 17:06:37.374 EDT %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0

Upgraded to the latest build, but seeing exactly the same behavior. However, continued playing with it, and the mystery cause is at least partially solved. This is mostly a documentation problem. From the documentation:
DialTime field is used to specify the time to dial a number for individual contacts on the current date. The format to be used for this field is HH:MM. For example, to specify the dialing time as 08:25 am, the dial time field value should be 08:25 and for 03:45 pm, the dial time field value should be 15:45.
Here's the thing. If you put the colon character ":" in the middle of the time as a time separator, that breaks it. Instead, enter the time as a 4 digit number in the HHMM format using 24 hour time, and it will work (or just don't use this field).
The same documentation also mentions the ability to have up to three phone numbers in the input files. However, if you look at the contact import screen, it doesn't reflect this in the drop down (it offers only "Phone1") as a field choice. My suspision is that this should actually just be "Phone", and that I can have up to 3 of them, but definately there is a huge disconnect between the documentation and how this actually works.
I can't mark my own reply as a solution, but there it is for anyone who is interested.

UCCX8 - script that reads XML file failing, used to work fine in UCCX 5 and 7

I have a existing script that I've used many times before to read a simple XML file to check open hours for a queue. In both UCCX 5 and 7
I loaded up all my same scripts, documents , structure, etc..
When I run script I get the below error.
The error implies its a security problem but I also wonder if it could simply be a incorrect directory structure as well
I have the document located in the repository under en\GlobalDocuments\HolidayDatesWithHours.xml
Is there a differnet way we need to reference documents in UCCX 8 than 5 or 7
I think I doing it correctly, using the CreateFileDocument and CreateXMLDocument steps, NOT trying to access the filesystem directly
Do I need to use forward slashes in the file path for UCCX 8 ,
Any ideas where to look. This same error appears wherever in my script that I'm trying to read a XML file. different scripts as well so it seems that I'm doing something consistently wrong that used to work correctly on multiple UCCX 5&7 servers in the past.
Thanks.
<ERROR>
527258: Aug 23 14:19:36.635 CDT %MIVR-SECURITY_MGR-2-SECURITY_VIOLATION:Security violation: Permission Name=.\documents\user\en\GlobalDocuments\\HolidayDatesWithHours.xml,Permission Action=read,Application=TrainingQueue,Script=CoreBTS-QueueScript.aef,Step id=437,Step Class=com.cisco.wfframework.obj.WFBeanStep,Step Description=boolTrueFalse = objFile.exists(),Expression=null,Exception=java.security.AccessControlException: access denied (java.io.FilePermission .\documents\user\en\GlobalDocuments\\HolidayDatesWithHours.xml read)
</END ERROR>

It should be fine, I assume you mean to reference the full location of your files such as:
DOC[en\GlobalDocuments\HolidayDatesWithHours.xml]
Or you could use a document variable such as:
docVariable = DOC[en\GlobalDocuments\HolidayDateWithHours.xml]
then in the script reference that:
doc = Create XML Document (docVariable)

UCCX 8 VOIP Monitor Subsystem - Out of Service

All,
Upgraded CCX 701(SR5) to CCX 8.0.2 Premium HA enabled. Both Servers were IN SERVICE. Did a Patch upgrade to UCCX 8.0.2SU1. Noticed that VOIP Monitor Subsystem on both servers showing as OUT OF SERVICE. Downgraded to CCX 8.0.2, still get this Subsystem OUT OF SERVICE.
From RTMT, it shows the following error:
%MIVR-SS_VOIPMON_SRV-3-VOIP_OPERATION_ERROR:VOIP Subsystem Operation Error: Module Name=LRMConnection.readMSG, A specific description for a trace=erroris: ,Exception=java.io.EOFException
Anyone kows how to fix this problem???
Thanks.

Hi all,
I had this same problem and similar/same versions.
Restarting Cisco DESKTOP VoIP Monitor Service (on sub - which had VoIP Monitor Service showing 'OOS') made no impact. I don't think there is any real relationship between DESKTOP VoIP monitor service and VoIP monitor service?
Anyway, restarted the same service on Pub - no change.
Tried restarting various sub services including CCX Engine - no change.
I found I had to restart publisher Cisco Unified CCX Engine, then go to sub and do the same once pub was back to all 'in service'.
I then found that my sub's 'Log Manager' under 'Cisco Unified CCX Serviceability' had gone to PARTIAL SERVICE.
I restarted 'Cisco Unified CCX Serviceability' on sub - which had to be done via CLI.
It appeared to restart no issue - but refreshing the list of services in the GUI several times - it still was in PARTIAL.
Restarted Sub appliance (bounced the server) from CLI, after reboot - all services were back up and IN SERVICE.
Thankfully I didn't have to restart my Pub - all services... IN SERVICE on pub & sub
Resolved.
PS. No calls were dropped for us.

Uccx 7 custom layout - outbound campaigns

hi, i created a custom layout, now how do i make for the outbound campaings use my custom layaout? by default the outbound campaigns are using de OODefault. i can not modify the default because i need this for another outbound campaign also.
thanks

Glenn,
Are all of the contacts and the UCCX server in the US or overseas? I'm not completely sure what you are asking about presenting the call. The dialer in UCCX is not a predictive dialer but instead a presentation based dialer where the agent is presented with the call and then has to disposition it. There isn't a way to change this in UCCX, only in the UCCE product line. Can you elaborate a bit on what you are doing? Also, can you either upload the MIVR logs from the period when you were trying to dial or read through them and see what errors are being presented? These logs are usually pretty easy to read through and you should be able to figure out the exact failure cause.
Regards,
Robert W. Rogier

UCCX 7 Heap Memory Usage Exceeded Error

UCCX 7.0.(1) SR5
Getting the following error when updating or adding new script applications:
"It is not recommended to update the application as Engine heap memory usage exceeded configured threshold. Click OK to continue and Cancel to exit."
Apparently this is an alert that was built into SR4 and is configurable under the System Parameters.
Does anyone have information on what processes use the heap memory in UCCX or how to monitor the usage?

As Tom can attest to by now, this is something of an iceberg with big sharp edges below the surface.
The Java heap is fixed at 256MB on CCX. The Java heap is used by Tomcat as execution memory. In addition to this, applications, scripts, and other repository data is loaded into the heap at runtime. Depending on your environment, you may be approaching the limits of the heap, which cannot be changed. If the heap size is reached, it will be dumped and impact calls.
What have you been doing as of late on your CCX server? How many applications and scripts do you have? Are any of these using XML files extensively?
Note there is also a possible bug where the MIVR engine does not properly release all objects loaded into the heap at the end of a script execution leading to a memory leak of sorts. The discussion [debate] over this behavior is continuing. As of this week, it may be represented under
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:10.0pt;
font-family:"Times New Roman","serif";}
CSCte49231. If it is, this may qualify as the most poorly described defect ever.

UCCX 9 - Too many transfer failures

Hello guys,
Need some help here as I get "Too many transfer failures" message when Im running the select resource step in my script. I am sure that it's not the problem with the script as it works previously. Attach also the MIVR logs and I'm highlighting the part where I think it's the cause of the issue.
6451: Feb 23 10:03:38.447 SGT %MIVR-SS_TEL-7-UNK:CallID:0 MediaId:4068/1 Task:27000000001, TerminalConnection to Terminal: CTIP_9009 is HELD
6452: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= ConsultCallActive
6453: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= ConnCreatedEv 9009::1
6454: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= ConnConnectedEv 9009::1
6455: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallCtlConnInitiatedEv 9009::1
6456: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= TermConnCreatedEv CTIP_9009
6457: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= TermConnActiveEv CTIP_9009
6458: Feb 23 10:03:38.449 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallCtlTermConnTalkingEv CTIP_9009
6459: Feb 23 10:03:38.450 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallCtlConnDialingEv 9009::1
6460: Feb 23 10:03:38.450 SGT %MIVR-SS_TEL-7-UNK:CallID:0 MediaId:4068/1 Task:27000000001 Got CallCtlConnDialingEv 9009::1, events on the AddressCallObserver.
6461: Feb 23 10:03:38.453 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallCtlConnEstablishedEv 9009::1
6462: Feb 23 10:03:38.453 SGT %MIVR-SS_TEL-7-UNK:CallID:0 MediaId:4068/1 Task:27000000001 consultWithoutMedia gets CiscoJtapiException: 0x0(CTIERR_UNSPECIFIED)::Unspecified error
6463: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= ConnFailedEv 9009::1
6464: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallCtlConnFailedEv 9009::1
6465: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:CallID:0 MediaId:4068/1 Task:27000000001, ConsultCallObserver FAILED, cause: 109, callctl cause: 109
6466: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:CallID:0 MediaId:4068/1 Task:27000000001, ConsultCallObserver():Received msg from original call Interrupted
6467: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:0 MediaId:4068/1 Task:27000000001, ConsultEvent= CallObservationEndedEv
6468: Feb 23 10:03:38.454 SGT %MIVR-SS_TEL-7-UNK:Call.transferFailed(6013, UNKNOWN) JTAPICallContact[id=0,implId=4068/1,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=27000000001,session=5000000001,seq num=0,cn=4000,dn=4000,cgn=5010,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4000,route=RP[num=4000],OrigProtocolCallRef=0000000000000FE40121D1EF00000000,DestProtocolCallRef=null,TP=9009]
Appreciate your help.

I can make a pretty good guess on this one having seen the situation occur many times before.
UCCX is not aware of, and doesn't really understand, the partitions and call search spaces on CUCM. When you do a select resource step, and attempt to send the call to the agent, the UCCX server will basically do a switch hook flash type supervised transfer to transfer the call to the agent.
When the transfer attempt is made, the CTI port that the caller is queued on will attempt to outdial to the agent's extension. It assumes that the agent phone is reachable, but has no way to verify this.
If the agent extension cannot be reached as a destination using the calling search space assigned to the CTI port, the transfer will fail. The agent will likely get stuck in a reserved state, or maybe even made not ready by the system. You can validate this by opening the dialed number analyzer in CUCM, and use the analyze function to dial the agent extension using the CSS assigned to your CTI ports.
Every time I've seen this problem over the years, the above issue was the problem. Check it out and see if it doesn't solve your issue.
Good luck!
-Cliff

UCCX drops calls

Hi,
We use UCCX 5.0.2 and CUCM 6.1.2.
Several times a day some calls are dropped as soon as the agent picks up the call.
If i do a debug isdn q931, I see that call was disconnected from the side of agent. Am I right?
But agent doesn't drop that call.
How can I resolve this problem?
ISDN Se0/1/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x813E
<009>Channel ID i = 0xA98389
<009><009>Exclusive, Channel 9
ISDN Se0/1/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201010201018003495652
<009>Progress Ind i = 0x8088 - In-band info or appropriate now available
ISDN Se0/1/0:15 Q931: TX -> CONNECT pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201020201028003495652
<009>Connected Number i = 0x0081, '1502'
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: RX <- CONNECT_ACK pd = 8 callref = 0x013E
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: TX -> FACILITY pd = 8 callref = 0x813C
<009>Facility i = 0x9FAA06800100820100A11A0202D39902010C30110A0100A0098004313835320A01010A0100
ISDN Se0/1/0:15 Q931: TX -> DISCONNECT pd = 8 callref = 0x8134
<009>Cause i = 0x8090 - Normal call clearing
ISDN Se0/1/0:15 Q931: RX <- RELEASE pd = 8 callref = 0x0134
ISDN Se0/1/0:15 Q931: TX -> RELEASE_COMP pd = 8 callref = 0x8134

Graham, We use g711 codec and have two regions, but in this call only one region takes part(with g711).
I noticed that some day it happens with one agent most of all, someday with another agent..
Logs from CAD of agent:
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1937 AGENT_STATE_EVENT: MonitorID is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1938 AGENT_STATE_EVENT: AgentState is TALKING
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1939 AGENT_STATE_EVENT: NextAgentState is AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1940 AGENT_STATE_EVENT: SkillGroupStateElement is 4
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1941 AGENT_STATE_EVENT: StateDurationElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1942 AGENT_STATE_EVENT: SkillGroupNumberElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1943 AGENT_STATE_EVENT: SkillGroupIDElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1944 AGENT_STATE_EVENT: SkillGroupPriorityElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1945 AGENT_STATE_EVENT: EventReasonCodeElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1946 AGENT_STATE_EVENT: AgentIDElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1947 AGENT_STATE_EVENT: AgentExtensionElement is 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1948 AGENT_STATE_EVENT: AgentInstrumentElement is (null)
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1949 AGENT_STATE_EVENT: AgentID_LongElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1815 AgentState TALKING NextAgentState AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0212 Begin handling agent state event - AS_INSESSIONPENDING_READY with reason code 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0273 Update StatusBar text with agent state: Talking
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: CChatAPI::SetAgentAcdState for Ext-1854|State-2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin. Ext: 1854, agentState: Unknown, stateTransitionMask: 590021, reasonCode: .
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Calling the server IDL setAgentAcdState function.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: End. return_code: 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0497 Begin writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0683 Sending AS_SELECTED agent state change to RASCAL with GID=1319774680
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0747 End writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0425 End handling agent state event - AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 0 with call state AS_INSESSIONPENDING_READY and new callID 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0259 CallID is empty - nothing to update - returning.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_REDIRECTED
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1550
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2813 User clicked ANSWER/DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2857 User clicked DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] PhoneDev: PD1298 Drop: Success to Drop call to callID 23041381. InvokeID 146
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 4, bytesReceived/bytesExpected = 4/4
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 36, bytesReceived/bytesExpected = 36/36
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 85, bytesReceived/bytesExpected = 85/85
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CChatAPI::ChangeCallStatus for this party: Ext-1854|Type-2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin. ext: 1854, userType: Agent, userName: 1854, callID: 23041381, callState: Inactive, duration: 0, direction: Inbound, SkillGroup: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Calling the server IDL callStatus function.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: Call state is inactive. Deleting the call party from the call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: call id <23041381>:
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: party 1854;
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: remove call party <1854> from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: No party on this call, delete the call from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: End. return_code: 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0592 Process Event - Delete the appearance for CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1746 Sending call data to RASCAL with GID=83690280
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1106 Entering CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1172 Entering CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AP1240 Rule: , Event Name: Dropped
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1285 Leaving CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1163 Leaving CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0967 Entering DeleteAppearance, pos = 4F39FAC
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1045 Leaving DeleteAppearance
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0120 New Event : CS_DISCONNECTED with CallID 23041381 and NewCallID 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0177 Retaining call data on disconnect for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0292 Raw Enterprise Data for CallID[23041381]: ANI
3832181278
255
DNIS
3998
254
Layout
default
252
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0254 Raw Call Activity Data for CallID[23041381]: 3998,Route Point 3998,9,1319777924,1319777924,1319777924|4,ER_CSQ,10,0,1319777938,0|1854,EREG-24 ,2,1319777938,0,0|
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0693 About to display data...
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0845 Found timer for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0876 Deleted timer to list for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 23041381 with call state CS_DISCONNECTED and new callID 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0309 No appearance data found for callID 23041381, checking to see if call in list needs to be deleted.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0321 Deleted Call ID:23041381 from list (Row:0)
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0872 CLayoutManager::VoiceContactListHide current height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0416 CLayoutManager::ShrinkMainWindow current height is 76
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0417 CLayoutManager::ShrinkMainWindow reqeusted change in height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0542 CLayoutManager::ShrinkMainWindow new height is now 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0544 CLayoutManager::ShrinkMainWindow height will not be locked
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0548 CLayoutManager::ShrinkMainWindow covered height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0549 CLayoutManager::ShrinkMainWindow locked height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0550 CLayoutManager::ShrinkMainWindow new height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0343 Update completed with no appearances left - returning
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
It looks like agent clicks drop, but agent doesn't do it.
After th logout and login of CAD it helps for approximately an hour, and then dropped calls appear again.
In MIVR there is first CLEAR_CONNECTION_REQ from connectionDeviceId: 1854 too.
166342872: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.205.3.32,port=56077,localport=42027] Msg is {length=28 type=CLEAR_CONNECTION_REQ,invokeId=65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854 }
166342873: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: CTIClearConnectionReqMsg CTIMgrTPCCReqMsg Socket:Socket[addr=10.205.3.32,port=56077,localport=42027] invokeID:65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854
166342874: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:TPCCRegMsgHandler.getRmCmCallContact: agent ext - 1854 callId - 23015022
166342875: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CLEAR_CONNECTION_CONF }
166342876: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 23015022 [6237806/1] and agent EREG-24
166342877: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CLEAR_CONNECTION_CONF,invokeId=65 to socket: Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342878: Oct 27 11:40:21.296 NOVST %MIVR-SS_CM-7-UNK:ContactMgr.getRmCmContact(6237806/1) returns 23015022 [6237806/1]
166342879: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall: 6237806/1 1854
166342880: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RmCm contact 23015022 [6237806/1] has internal type IAQ, contact type: IAQ for agent EREG-24
166342881: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CLEAR_CONNECTION_CONF to Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342882: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall 6237806/1 Rsrc: EREG-24 CallingAddr: 1548 LRAddr:1548 Type:IAQ(Normal)
166342883: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallInvalidEv received for call:23015022 [6237806/1]
166342884: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:EREG-24 ID:6237806/1 Type:IAQ Cause:DROPPED Abort Exception:null)
I can't find any reason for this behavior..:(

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

CAD Log out due to CTI failed connection Failover UCCX 8.5

Hi guys,
I have a issue with CAD running CCX 8.5.SU4 every day maybe on the morning or afternoon i have issue connectivy with CTI manager "UCCX",
i found the following discussion and i follow all the step :
https://supportforums.cisco.com/thread/2141592
Update to the latest version of CCX and change the LRO parameter under UCS , but i experience the same issue ...
All CAD at the same time got loss connectivity with CTI manager.
Under IP Phone agent i experience the same but some times no.
Here the logs:
CAD LOGS :
013-11-01 22:36:06:683 INFO VOIP4001 The Desktop Monitoring module on the local host has been successfully initialized.
2013-11-01 22:36:07:667 INFO VOIP2021 Desktop monitoring enabled for extension [860].
2013-11-01 22:40:55:183 WARN ACMI3002 Unable to send HEARTBEAT_REQ to CTI service: <com.calabrio.util.socket.SplkSocketException: Write error: 10054:Se ha forzado la interrupción de una conexión existente por el host remoto.>.
2013-11-01 22:40:55:183 WARN ACMI3002 Unable to send CLOSE_REQ to CTI service: <com.calabrio.util.socket.SplkSocketException: Write error: 10054:Se ha forzado la interrupción de una conexión existente por el host remoto.>.
2013-11-01 22:40:55:183 INFO STD0005 Client <CPDGlobals> disconnected from service at <10.100.10.7>.
2013-11-01 22:40:55:339 INFO STD0004 Client <CPDGlobals> connected to service at <10.100.10.7>.
2013-11-01 22:40:56:152 INFO VOIP4005 Desktop monitoring disabled for extension [860].
2013-11-01 22:40:56:261 INFO DESK1120 Login to telephony server.
2013-11-01 22:40:59:308 INFO DESK1118 Login to chat server.
2013-11-01 22:40:59:980 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
CCX ENGINE :
EXCEPTION:java.net.SocketException: Socket closed
212732: Nov 04 17:03:40.018 CET %MIVR-ICD_CTI-3-EXCEPTION: at java.net.SocketInputStream.socketRead0(Native Method)
[addr=/172.16.143.18,port=50851,localport=12028]
212746: Nov 04 17:03:40.019 CET %MIVR-ICD_CTI-7-UNK:returning from thread : MIVR_ICD_CTI_client_thread_102-322-
212747: Nov 04 17:03:40.019 CET %MIVR-ICD_CTI-7-UNK:NULL socketInfo is found due to socket is closed. Socket[addr=/10.100.10.7,port=51479,localport=12028]
212748: Nov 04 17:03:40.019 CET %MIVR-ICD_CTI-7-UNK:returning from thread : MIVR_ICD_CTI_client_thread_104-326-
212749: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK:LOGOUT_OBSERVE [479]: Removed Address observer and Call observer for extn [479]
212750: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK:Removed mapping for extension key [479]
212751: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK:The mapping corresponding to 479 has been removed from SecondaryExtToPrimaryExt!
212752: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK: All mappings for ICD extension key: 863 has been removed from PrimaryExtToSecondaryExt!
212753: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK:The extension 863 has been closed
212754: Nov 04 17:03:40.019 CET %MIVR-SS_RM-7-UNK:Rsrc: rosario New State:LOGOFF Old State:UNAVAILABLE Reason code:32765 = sin conexion.
All the pc have WINDOWS 7 and the correct version of have,
any ideas ? customer is very Angry
Thanks
Carlos

Hi Ravi,
Is not HAoWan , is a standalone.
After configuring a port-mirroring for capture all the traffic from UCS .
I found that PCs is discard packtet with destination port tcp 7 , when CCX send retransmissions CAD disconnected.
I open port TCP 7 on Windows but still have the same error after 8 hours..i got more than 20 disconected sessions.
IP upload for your the traces , you could paste the filter :
ip.src == 172.16.144.110 or ip.dst == 172.16.144.110
CCX is 10.100.10.7

UCCX 8.0.2 - New Agent missing in HR

Hello Dear Community Members
We have got uccx server version 8.0.2 with several agent on it. The problem is that when I added two new agents they do function properly but their activity was not distplayed in HR. It pasted around a week but with no change.
Could you please advice something?

To find the root cause of stuck calls you need to Check MIVR/CCX engine logs
below is the link to read MIVR/CCX engine logs
http://docwiki.cisco.com/wiki/Guide_to_reading_MIVR_logs_for_Telephony_Issues_-_ICD_Call_Flow
I hope this will help

UCCX 8.0.2 CCX Engine in service But State Of some services are shutdown

Hi
I used UCCX 8.0 for My Contact Center and it works properly but some service of ccx engine as list below are shutdown.
1. Bootstrap Manager
2. Log Manager
3. Cluster Manager
4. RTP Port Manager
5. Executor Manager
Can anyone help me???

Hi Gergely,
I read the same forum a answer your about the similar problem: (https://supportforums.cisco.com/thread/2143413) the message error generated in JTAPI is the same:
%MIVR-SS_TEL-1-SS_OUT_OF_SERVICE:JTAPI subsystem in out of service: Failure reason=A number of route points are OOS
the documentation cisco site ask to restart the engine (I did exactly to work again) - http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a0080154fcd.shtml
There were sync lost, in my understand.
Thanks,
Wilson

DOCTYPE is optional, why UCCX still issues Error in logs?

We have a vxml server pointed by UCCX voice browser. I tested a simple vxml app. then found this error in logs.
I believe in UCCX technic docs, it says the DOCTYPE is optional, why it still complains it?
129984: Feb 15 11:10:39.691 EST %MIVR-SS_VB-7-UNK:Task:28000000019 [Error] aa (line:2 column:57) Document root element "vxml", must match DOCTYPE root "null".
129985: Feb 15 11:10:39.691 EST %MIVR-SS_VB-7-UNK:Task:28000000019 [Error] aa (line:2 column:57) Document is invalid: no grammar found.
129984: Feb 15 11:10:39.691 EST %MIVR-SS_VB-7-UNK:Task:28000000019 [Error] aa (line:2 column:57) Document root element "vxml", must match DOCTYPE root "null".
129985: Feb 15 11:10:39.691 EST %MIVR-SS_VB-7-UNK:Task:28000000019 [Error] aa (line:2 column:57) Document is invalid: no grammar found.
Following is the vxml:
<?xml version="1.0" encoding="UTF-8"?>
<vxml xmlns="http://www.w3.org/2001/vxml" version="2.0">
     <form>
       <field name="choice">
                  <prompt>Would you like coffee, tea, milk, or nothing?</prompt>
       <grammar xml:lang="en-US" type="application/srgs+xml" version="1.0" mode="voice">
             <rule id="drinks" >
              <one-of>
                    <item>coffee</item>
                    <item>tea</item>
                    <item>milk</item>
                    <item>nothing</item>
              </one-of>
             </rule>
        </grammar>
       </field>
       <filled>
                  Just a second.
                  Your <value expr="choice"/> is ready.
       </filled>
      </form>
</vxml>

Hi,
that's really strange.
I use a static VXML with a similar structure - no DOCTYPE - and UCCX does not complain it at all.
Can you tell me the exact version of the UCCX (including the minor version).
Thanks.
G.
P.S.: If you have control over the VXML output, can you try inserting the locale to the header like this:
<?xml version="1.0" encoding="UTF-8"?>
http://www.w3.org/2001/vxml" xml:lang="cs-cz">
etc etc
I recall having a problem with UCCX-Nuance integration if we did not include the lang attribute.

UCCX %MIVR-HR_MGR-3-HISTORICAL_DB_WRITE_FAILED

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