UCCX RTMT and CAD Agent Logs

I have a CAD agent (version 7.0(1)) which uses the IPCC extension to make outbound calls. My issue is with the RTMT showing these calls as Contacts Presented and Contacts Handled. When the agent logs into the client to start their shift, they are showing 17 Contacts Presented and 27 Contacts Handled even though they have not received any calls of yet.
I have tried to reset all stats in the RTMT, all stats clear for all other agents except this agent.
Is there a way to clear the call log from the CAD? This is effecting reports supervisors are gathering for call log data.
Any advice would be appreciated.

Certainly something to try, but I don't see why that would make a difference in an inability to log out. I have many customers who only use the default workflow and haven't seen any of them with this issue previously.
Are you guessing here, or have you actually seen that resolve similar problems?

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UCCX 10.5 CAD agent cannot log out

UCCX version 10.5.1.10000-24
CAD agent can log in, go ready/not ready just fine. But when agent hits the logout button, it fails.
CAD logs shows logout failure as below. Trying to figure out why agent can't log out and how to fix it.
2015-01-08 16:37:42:747 DEBUG [0x2fdc] Configuration.cpp[978] GetLocalConfigPath: CC0978                Local Path: C:\Program Files (x86)\Cisco\Desktop\
2015-01-08 16:37:42:747 DEBUG [0x2fdc] MainFrm.cpp[1265] CMainFrame::ACDLoginLogout: MF1265 User clicked ACD LOGIN/LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] MainFrm.cpp[1390] CMainFrame::ACDLoginLogout: MF1390 User clicked ACD LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: Begin.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: End.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[155] CAgentStateManager::HandleRequest: Begin handling agent state change request. Use <PromptedReasonCode=0> to SetAgentState.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to true
2015-01-08 16:37:42:748 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: Begin. Set Agent State AS_LOGOUT       , Invoked ID 9, AgentID joeb, DeviceID 7004, PeripheralID 1, reasonCode 0, ForcedFlag 0
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[586] SetAgentState: Set Agent state to AS_LOGOUT         NOT successful
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: End.
2015-01-08 16:37:42:750 DEBUG [0x2fdc] AgentStateManager.cpp[200] CAgentStateManager::HandleRequest: ASM0200 The agent state change succeeded
2015-01-08 16:37:42:750 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to false
2015-01-08 16:37:42:750 DEBUG [0x2fdc] AgentStateManager.cpp[260] CAgentStateManager::HandleRequest: ASM0260 End handling agent state change request

Certainly something to try, but I don't see why that would make a difference in an inability to log out. I have many customers who only use the default workflow and haven't seen any of them with this issue previously.
Are you guessing here, or have you actually seen that resolve similar problems?

UCCX IPPA or CAD still logged in after client failure

We have agents at remote sites connected by an MPLS network. They are using IPPA or CAD to connect to a UCCX 7 server SP3. The problem is, if the device running the agent (PC/Phone) looses connectivity, UCCX still shows the agents as logged in. Is there anyway to detect this and log out the agents?
Update- The agent will be logged out after about 5 minutes if they were using CAD. The IPPA agents never timeout and stay logged in indefinitely.
Message was edited by: Robert Schaffer

What version of S1MQ are you running ?
[ 3.0, 2.0SP1, ...]
If you are running 3.0, there was a bug which was
preventing the messages which had been sent to a client
but not acknowledged from being automatically cleaned
up when a connection was closed.
It should be fixed in our
upcoming 3.0.1 release.
If you need a fix before 3.01 is released, you will
need to contact sun-service. They should be able to
open an escalation so that we can get you a patch for
the problem

UCCX standard and Enhanced agents

Is it possible to have some agents be standard licensed and other agents enhanced? If i upload an enhanced license for two agents will it cause the other standard agents to stop working? Will that license file be lost and overwritten?

Hi Evan
No - you can't mix licenses on the same server. I think you'll just end up with the count of Enh agents, and the std ones will become inactive.
If you need a mix, you need them on separate CCX clusters (i.e. one standard cluster, one enhanced) but that will have lots of other implications.
Regards
Aaron

CTI data and CAD agent details capture in Database

Hello,
I am trying to run a feedback script for a support group. After support call is over agent formward call to a trigger where caller listen a prompt to define feedback in term of good or bad. I have sql DB integrated to capture details.
I am able to see caller details and feedback details but i am not able to capture any details about agent ID.   Agent ID is important for me to corelate the feedback.
looking help to capture whole CTI including agent ID in database.
Thanks
Saurabh

In the first script, at the point where you perform your Select Resource, set Connect = No, and then you can store the Agent ID in the caller's session object. In the second script, you can recall the session object and the value inside of it.
Anthony Holloway
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Cisco Supervisor Desktop show "Agent Logs - call" and "Agent Logs - state" in N/A ::: UCCX 8.5.1

Hi team.
The Cisco Supervisor Desktop don't show any logs in the "Agent Logs - State" and "Agent Logs - Call" in some agents.
I restarted the Cisco Desktop Services in CCX Serviceability but the issue continue.
I appreciate any help respect this case.
Thanks a lot.
ErnestoG

Hi Ernesto,
Did you click or selct the Specific Agent\Inbound call which is currently being handled by the Agent. From the Screenshot you have attached (first one) doesn't look like the call has been selected.
Please select or click on that Specific Agent\Inbound call from CSD and check these values.
Hope this helps.
Anand
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UCCX 8.5.1.11002-22 CAD Agent & Supervisor Errors on Windows 7 PC

We recently upgraded to UCCX 8.5.1.11002-22. We subsequently upgraded all CAD to 8.5 too. Everything was fine for 3 weeks but this morning two Windows 7 systems were not getting logged in.
On launching 'Unable to download file could not open destination file for writing' message box appeared. It then when on to say ' A licencing error has occured please try again in 5 mins. Then it shutdown. All our other systems running on XP are fine.
In the agent log there is a message DESK3113 Unknown exception in releasing licences.
I reinstalled the supervisor and agent with the same results. I also resynched directory services through Cisco Desktop Administrator.
After a while on one of the failing systems I could get into agent although the 'Unable to download file' error box still pops up. The only otehr thing i did on this system was install the Cisco Desktop Administrator and on opening 1st thime that gave same error but then opened thereafter.
We recently had a HA installed but agents were working fine after this so not sure if it could be related.
I have attached the agent and supervisor logs and debug files.
Any ideas would be appreciated.

Hi Barry,
On this Windows 7 pc, is CAD able to login ? atleast with one UCCX ip ?
Check the LDAP hostname\ip address in the Registry key for this CAD clinet, and see if it is pointing to correct IP addresses.
Could you please make sure that the mastership for all the services are running from the UCCX node1 (publisher).
And also the supported clients for the CAD's are
Win XP Professional SP2 (Please check Tech Tips & Release Notes)
Win XP Professional SP3
(Please check Tech Tips & Release Notes)
Win Vista (Ultimate, Enterprise, and Business)
Windows 7 (Ultimate, Enterprise, and Professional)
Windows 7 x64bit with WoW64(Ultimate, Enterprise, Professional )
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Also post the logs from this client box, if it doesn't fix the issue?
Thanks,
Anand
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CAD-BE Build 6.6.1.400 agent logs

Look for the agent logs for CAD-BE any one have any idea
where these are located?

Hi
Try the following
a) Copy the CadBE.properties file from the UCCX server to the CAD-BE client(C:\ProgramFiles\wfavvid\tomcat_appadmin\webapps\TUP\CAD)
b) Open the CadBE.properties file and Ensure that the DEBUG,LOG,DBG trace options are the one's
enabled. For example: log4j.rootLogger=DEBUG,LOG,DBG. All other trace options should be commented out (i.e. line prefixed with a # sign).
c) save the file and bring up CAD-BE in a new window
d) CAD-BE will generate log files (CadBExxxx.log and CadBExxxx.dbg)
Hope this helps
Anuj

UCCX 10 - running Finesse and CAD simulatenously

Cisco's documentation indicates that CAD and Finesse cannot be run at the same time and that one has to deploy/use either CAD or Finesse. However, the CAD service is never shut down when Finesse is activated and remains running. On my test server, I was able to have both, CAD and Finesse, running and have agents use both clients on the same server.
Is there any additional information that explains in more detail the impact of running CAD and/or Finesse and why they can't be run at the same time? Or if they are, what the side-effects and possible negative impacts?
After I have upgraded to UCCX 10, I would like to gradually switch users over to Finesse. But instead of forcing everyone to switch to Finesse at the same time, I would like to switch one department at a time so I can work out any issue with a small subset of users first. Does anyone have any experience with this?
Thanks.

HI,
Pls see the below question and Answer from UCCX Chalk-Talk UCCX 10.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
Ans.For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
Regards,
Mukesh Singh

UCCX 7 HA - IPPA Agent cannot log in

Hello all,
In this setup we have two different UCCX HA deployments that are both intergrated to the same CUCM cluster. Although the UCCX clusters share the same agent numbers, the numbers are in different partitions in CUCM.
I have a question and a problem to resolve. Firstly, for each UCCX cluster I have defined seperate AXL, Jtapi and RmCm accounts. The agent extensions are in different partitions as are the CTI ports and RP. However, when I am in the admin web on one UCCX cluster I can see all UCCX agents from both clusters. I'm guessing that this is normal behaviour, but could some one confirm this?
The problem I need resolving is when an agent attempts to login in via IPPA, a message is returned saying that the CTI server is unavailable and to try later. An application log entry in the windows event viewer is also written:-
BIPPA0041 Agent <deagenttest1> already logged in: <error: agent is already logged in>.
and
BIPPA0040 CTI action <change agent state> timed out for agent id <deagenttest1>.
Here is the MIVR log entries too:
4001: Feb 22 17:19:45.189 CET %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket addr=10.25.1.20,port=50106,localport=42027] Msg is {length=61 type=SET_AGENT_STATE_REQ,invokeId=28,agentState=LOGIN,eventReasonCode=0,forcedFlag=False,agentID=deagenttest1,agentDN=84997001,agentPwd=***** }
4002: Feb 22 17:19:45.189 CET %MIVR-SS_RM-7-UNK:Processing msg: CTISetAgentStateReqMsg (Rsrc:deagenttest1 InvokeID:28 State:LOGIN Forced:False)
4003: Feb 22 17:19:45.189 CET %MIVR-SS_RM-7-UNK:Agent deagenttest1 is not outbound capable.)
4004: Feb 22 17:19:55.236 CET %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: Module Name=RM component,The description of a message sent from/to the RM=CTISetAgentStateReqMsg (Rsrc:deagenttest1 InvokeID:28 State:LOGIN Forced:False),A specific description for a trace=resource's state is UNAVAILABLE
4005: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Posting msg CONTROL_FAILURE_CONF Socket:Socket[addr=10.25.1.20,port=50106,localport=42027] invokeID:28 failureCode:CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON errorCode:0 text:error: agent is already logged in in CTI Server's message queue
4006: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrc: deagenttest1 Contacts:
4007: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrc: deagenttest1 PrevState: UNAVAILABLE PrevStateSet:true
4008: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrcs in ARL of ESD IT HelpDesk:
4009: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CONTROL_FAILURE_CONF }
4010: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=28,failureCode=CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON,errorCode=0, text=error: agent is already logged in to socket: Socket[addr=10.25.1.20,port=50106,localport=42027] }
4011: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CONTROL_FAILURE_CONF to Socket[addr=10.25.1.20,port=50106,localport=42027] }
The system seems to think that the agent is already logged on but he can't be becuase I've just created the account.
I have tried to change the RmCm accounts and restarted both servers but the problem persists. I have also restarted the CTI server on the CUCM server which the UCCX cluster points to. I've also changed the CTI server to other CUCM servers in the cluster but it didn't fix the problem.
Any ideas?
Thanks,

Yes this used to work but we had a CTI problem whereby all the ports became unregistered. This was fixed by deleting all the ports and the UCCX accounts and starting again from scratch. We also changed the servers under the CM Telephony so that axl, jtapi and rmcm all point to local devices. After making these changes we started experiencing these problems.
It seems to me that the UCCX servers are unable to communicate properly with the CUCM CTI Manager service but I don't know how I can resolve this.

Agent Logs out and Logs in back several times

Hi,
Agent Logs out and Logs in back several times without his intervention. this was observed with one agent. Any idea what would be causing? We use a custom CTIOS client and we observe that only one agent had this problem

Hi,
Do you have access to the client desktop and the CTIOS server logs ? Look for the network related errors, sometimes the process in ICM might be giving up..
regards,
Shravan

Monitoring Agents logged in, and out dialing notification to duty manager

I've been asked to come up with a way to monitor a few critical skill groups for agents logged in and if there are none dial out to predetermined outside numbers that reach duty managers. When the call is answered a message should be played indicating there are no agents logged into their skill group.
I figure I can write and Administrative script to keep track of the skill groups, which would then set a variable and kick off a routing script. However I'm stumped on how to play a message to them. Is this something the outbound dialer could be configured to do? Note this is strictly a proactive notification to the managers and I'm not planning to route the calls anywhere.
Any ideas on how I might be able to do this?
Best,
Rob

Hi Rob
It might be tricky - I would probably try the following:
- In your inbound script, check using the 'get reporting statistic' step for the number of agents in the CSQs (not the skill groups, as it's CSQ specific)
- From that script, you could do a 'send email' to notify a supervisor.
- Alternatively, you could use a 'send http request' to trigger another script, which would use a 'place call' and 'play prompt' routine to play out the notification. I would use a http request to trigger a seperate script, as if you do it from within the first script, the caller will be kept waiting while the system dials the supervisor and plays a prompt - the scripts cannot multitask.
- The other problem you might have would be that multiple notifications may be generated. You might be able to work around that by setting a variable in a session to indicate the threshold being triggered, and another when it has been notified. When the condition is cleared you could clear both variables to allow a new trigger event.
An easier option than scripting might be to use the 'Supervisor Workflow' feature. This isn't exactly what they have asked for, but allows a popup or audio alert to be triggered based on calls being in queue over x seconds, or length of a queue being x or greater. It's configured from within the Supervisor app.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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I have a new IMAC 5k running Yosemite and when I log in I am asked a whole series of questions as to what keychain can access. How can I authorise all of these to be available upon login? Items concerned are such as "Talagent", "Messages agent" etc

I have a new IMAC 5k running Yosemite and when I log in I am asked a whole series of questions as to what keychain can access. How can I authorise all of these to be available upon login? Items concerned are such as "Talagent", "Messages agent" etc

Back up all data before proceeding.
Launch the Keychain Access application in any of the following ways:
☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)
☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.
☞ Open LaunchPad and start typing the name.
Select the login keychain from the list on the left side of the Keychain Access window. If your default keychain has a different name, select that.
If the lock icon in the top left corner of the window shows that the keychain is locked, click to unlock it. You'll be prompted for the keychain password, which is the same as your login password, unless you've changed it.
Right-click or control-click the login entry in the list. From the menu that pops up, select
          Change Settings for Keychain "login"
In the sheet that opens, uncheck both boxes, if not already unchecked.
From the menu bar, select
          Keychain Access ▹ Preferences... ▹ First Aid
There are four checkboxes in the window that opens. Check all of them. if they're not already checked. Close the window.
Select
          Keychain Access ▹ Keychain First Aid
from the menu bar and repair the keychain. Quit Keychain Access.
If you use iCloud Keychain, open the iCloud preference pane and uncheck the Keychain box. You'll be prompted to delete the local iCloud keychain. Confirm. Then re-check the box. Follow one of the procedures described in this support article to set up iCloud Keychain on an additional device.

Log Reader Agent and Snapshot Agent wont start

Hi There,
I've two SQL 2012 servers with multiple instances installed.
I've started replicating the databases in these instances using transactional replication and thus far they've worked without a hitch.
One of my instances, annoyingly, has an issue where the Log Reader Agent and Snapshot Agent refuse to start, and I've followed exactly the same process as with the other instances\databases.
The Agents are configured to make use of a domain user account with sysadmin permissions to the instances on both servers.
I get the following two error when I View Log Reader Agent Status:
The job failed. The Job was invoked by User sa. The last step to run was step 2 (Run agent.).
I've asked the agent to run as my DOMAIN\sqlservice account, so I've no idea why it's moaning about sa?!!?
I get the following error when I View Snapshot Agent Status:
The replication agent has not logged a progress message in 10 minutes. This might indicate an unresponsive agent or high system activity. Verify that records are being replicated to the destination and that connections to the Subscriber, Publisher, and Di
If I try to start either agent I'm told that the request to run job was refused because the job has been suspended, "Changed database context"?? Error 22022.
Can anyone help?

This is because your job owner is sa. Right click on your job and notice the owner - but is should be sa.
You likely have another issue. You may need to run the job and configure it for logging to see what the error is.
http://support.microsoft.com/kb/312292/en-us
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Access Manager 7.1, Webserver 7.0 and Policy Agent 2.2 Logging behaviour

Hi,
I have a cluster setup with access manager (2 instances currently). I have a single webserver running access manager policy agent which points to the access manager cluster. Everything works fine, until the Agent session times out, whereupon it can no longer log to the access manager cluster.
i.e. it attempts to write a log entry like this:
2009-04-23 15:40:10.491 Debug 7720:2e7af0 LogService: BaseService::doRequest(): Using server: https://
am.blah.com:443/amserver/loggingservice.
<logRecWrite reqid="57"><log logName="amAuthLog.webserver.blah.com.80" sid="AQIC5wM2LY4SfczdB
6jEQSaqXL52vqgWNfqxVOf2teEx+b0=@AAJTSQACMTEAAlNLAAk0OTA4MTcyMzQAAlMxAAIwMg==#"></log><logRecord><level>8
00</level><recMsg>VXNlciBtb21lcjEgd2FzIGFsbG93ZWQgYWNjZXNzIHRvIGh0dHA6Ly9lcTAwMXRtLmVxLnNlcnZlci1jb21wbG
V4LmNvbTo4MC91d2MvaW5kZXguanNwLg==</recMsg><logInfoMap><logInfo><infoKey>LoginIDSid</infoKey><infoValue>
AQIC5wM2LY4Sfcy3bA/gJl2v7ArZCHla8Bj9bRVx4P6nSN0=@AAJTSQACMTEAAlNLAAstMTAxNzc2NjM2NQACUzEAAjAx#</infoValu
e></logInfo></logInfoMap></logRecord></logRecWrite>]]></Request>
</RequestSet>
and receives an error as follows:
2009-04-23 15:40:10.631MaxDebug 7720:2e7af0 LogService: <?xml version="1.0" encoding="UTF-8" standalone=
"yes"?>
<ResponseSet vers="1.0" svcid="iplanet.webtop.service.logging" reqid="74">
<Response><![CDATA[UNAUTHORIZED]]></Response>
</ResponseSet>
Investigation in the access manager logs shows that the agent session is no longer valid. As a result, I have two questions:
1. How can I make it stop trying to log remotely ? I have this set in the AMAgent.properties: com.sun.am.log.level = all:4
2. How do I exclude agents from the default session expiry times ?
Regards,
Michael Ward.

1. Set com.sun.am.policy.agents.config.audit.accesstype = LOG_NONE
2. Not sure if I understand this. Typically agent itself has to authenticate with the server and that agent session doesn't get expire anytime soon.
-Subba

UCCX RTMT and CAD Agent Logs

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