Contact Center Express Hot Issues from Cisco TAC

UCCX 7.x Select Resource Step reaches 1000 step max and fails , Fixed CSCtc32123

Symptom: UCCX 7.0(1)SR04 script application reaches max step 1000 and causing exception. It works sometimes under smaller loads. Logs show the following example multiple times. Interruption Handler: Select Resource (--Triggering Contact-- from CSQ ) 08869: 3226496: Sep 29 15:40:40.567 EDT %MIVR-ENG-7-UNK:Execute step of Task 21000021008 :
Conditions: Heavy call volume load. Version: CCM - 7.x UCCX - 7.0(1)SR04_Build0443
Workaround: An ES (ES2) is available on CCO for UCCX 7.0(1)SR4 at http://www.cisco.com/cgi-bin/special.cgi.

UCCX: Newly Configured Agent Does Not Appear In CDA , Fixed CSCsv98008

Symptom: When attempting to login, new agents or supervisors will receive the error: The ID you entered was not found.
Conditions: This occurs when the CRS Engine fails to access the new agent records in the UCCX database and update the desktop components, therefore failing to notify them that a new agent or supervisor has been created. These new supervisors or agents will show up in the RmCm Resources page in AppAdmin but will not appear in the Personnel Configuration section of Cisco Desktop Administrator.
Workaround: Restart the CRS Engine from the Control Center or restart the CRS Node Manager from the Windows Services pane.
Further Problem Description: This problem occurs when the CRS Engine fails to connect to the UCCX database for unknown reasons. When this occurs, it attempts to reconnect 5 times. If these also fail, the database connection stored in the DBIAQConfiguration object is now null. When the CRS Engine attempts to use DBIAQConfiguration again, it will throw the error below as it does not attempt to reinitialize the connection and does not properly handle the null condition. These errors can appear in either the MIVR or MADM logs or both, when trying to add new users: 194752: Nov 24 10:56:33.709 EDT %MADM-LIB_CFG-3-NOTIFY_FAIL:Fail Notifying Remote Object: Exception=java.lang.NullPointerException 194753: Nov 24 10:56:33.709 EDT %MADM-LIB_CFG-3-EXCEPTION:java.lang.NullPointerException 194754: Nov 24 10:56:33.709 EDT %MADM-LIB_CFG-3-EXCEPTION: at com.cisco.wf.admin.iaq.DBIAQConfiguration.testDBConnection(DBIAQConfiguration.java:526) 2516314: Nov 24 10:56:06.911 EDT %MIVR-SS_RM-6-ACTION_ON_RESOURCE:An action has been taken on this resource: Module Name=RM component,An action taken on this resource=Adding,The resource ID=tac 2516315: Nov 24 10:56:06.911 EDT %MIVR-SS_RM-7-UNK:RmCmUserListener.userModified(), Unable to add or modify Rsrcjava.lang.NullPointerException 2516316: Nov 24 10:56:06.911 EDT %MIVR-SS_RM-3-CAUGHT_EXCEPTION:An exception has been caught by the Rm.: Module Name=RM component,Exception=java.lang.NullPointerException 2516317: Nov 24 10:56:06.911 EDT %MIVR-SS_RM-3-EXCEPTION:java.lang.NullPointerException 2516318: Nov 24 10:56:06.911 EDT %MIVR-SS_RM-3-EXCEPTION: at com.cisco.wf.admin.iaq.DBIAQConfiguration.testDBConnection(DBIAQConfiguration.java:526)

CAD client timeout value not present in PhoneDev.cfg , Fixed CSCta49259

Symptom: Per MIVR logs CAD side is timing out and changes to the server-side properties did not resolve the issue.
Conditions: UCCX 7.0(1) CAD
Workaround: on CAD client PC C:\Program Files\Cisco\Desktop\config, there should be a file called PhoneDev.cfg. add -> [ReqTimeout] Milliseconds=30000 save then restart the CAD client .

CAD/CSD login gets timed out when the primary AD server is down in CCM c , Fixed CSCsv31620

Symptom: CAD/CSD login gets timed out when the primary AD server is down in CCM. This issue is with AD integration in CCM. Whenever the first(primary) AD is down, CAD/CSD login gets timed out. CUCM team acknowledged that the CUCM is designed to try 3 times to get authentication from any AD. When the CUCM user or IPCC Appadmin/Appuser try to login when the first AD is down, it takes about 30 seconds. Which means the CUCM tries 3 times on the first AD then move to the second AD. But, the CAD/CSD gets timed out after 10 sec.
Conditions: File : application.MIVR.properties. Key : com.cisco.user.io.timeout Value: changed from 10000 to 30000 Also change in the registery. [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CRS\Properties\application.MIVR.properties] "com.cisco.user.io.timeout"="30000"
Workaround: change in the registery. [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CRS\Properties\application.MIVR.properties] "com.cisco.user.io.timeout"="30000" .
Further Problem Description: NA

Unable to contact Call Manager. PERMISSION_DENIED_ERROR: 1219 , Fixed CSCsl87631

Symptom: Backup failed at 43% with the below error "Unable to contact Call Manager. PERMISSION_DENIED_ERROR: 1219 - The credentials supplied conflict with an existing set of credentials"
Conditions: Unified CCX Server Backup operation. Imagine, you have a machine that you have authenticated based on a set of credentials. Now, while the connection is still active, if the credentials of the machine which is authenticated is changed, then on accessing this machine again, Windows throws "The new set of credentials conflicts with the existing set of credentials". This is a Windows Bug. Please read the below lines for more information: This happens in Windows when a machine is once authenticated with a given set of credentials through network. If that machine's password is changed again, then when you try to access that machine with the old set of credentials, you get error 1219. The workaround is specified at http://support.microsoft.com/kb/106211 OR If there has been a successful initial connection to the server, subsequent attempts to open a connection using a different set of credentials results in error 1219 (ERROR_SESSION_CREDENTIAL_CONFLICT), which indicates a conflict between the supplied set of credentials and the existing one. To establish a connection using a different set of credentials, first you have to cancel the existing connections to the server"
Workaround: None
Further Problem Description:

SQL server replication issue after applying OS patch , Fixed CSCta89444

Symptom: SQL server replication issue after applying OS Patch. OS Patch with Hotfix 2282 for SQL server 2000 ENU (KB960083) is applied on the HA systems
Conditions: The problem is encountered under the following scenario: Step 1. The latest OS patch installer is run on a Unified CCX 7.0 system. This installs Hotfix 2282. Step 2. After the OS patch install, Cisco SQL2k version is installed, either directly or using the SQL2k CD Re-use Utility. This will cause a conflict in the SQL patch version numbers and hence the problem.
Workaround: Step 1: Uninstall Hotfix from Control Center->Add/ Remove Programs -> "Hotfix 2282 for SQL server 2000 ENU (KB960083)" Step 2: Reboot the system. Step 3: Re-apply the MCS-OS SR installer "win-OS-Upgrade-K9.2003-1-4a-sr8.exe" (or higher) again Step 4: Update the DB Version in ClusterDependentConfig to "8.00.2282" Step 5: Reboot the systems
Further Problem Description:

HR Scheduler fails in HRC 7.0 and 8.0 installed on new Win XP machine , Fixed CSCsx76593

Symptom: HR Scheduler on HRC 7.0 fails when installed fresh on a new WinXP machine. Issue doesn't occur if upgraded from HRC 5.0
Conditions: Happens if there was never an older version of HRC installed on the Win XP machine. Fresh Install HRC 7.0. Schedule a report using the scheduler.
Workaround: Workaround : -------------------- 1. Stop scheduler by right click on scheduler icon of system tray of desktop and then select stop 2. Go to 'C:\Program files' and create a folder 'Cisco CRS Historical Reports'. Then create a subfolder 'reports' under the newly created 'Cisco CRS Historical Reports' folder. 3. Restart scheduler through Start->Programs->Cisco UCCX Historical Reports-> Cisco UCCX Historical Reports Scheduler. 4. Login to HRC and schedule reports Fix on 7.0(1)SR01_ES03 ==================== The fix of this defect available on 7.0(1)SR01_ES03. Fix on 7.0(1)ES01 ==================== The fix of this defect available on 7.0(1)ES01.

UCCX Editor throws java.lang.NullPointerException on Client PC , Terminated CSCso68954

Symptom: A large number of steps used in the script throw java.lang.NullPointerException when customizing their parameters by right clicking on them to access the Properties. This can also occur when attempting to do a Reactive Debug, adding a variable or editing a variable's properties.
Conditions: Editor is installed on a remote XP client. And the system is set to use "Windows XP style" for Windows and Buttons when Editor is launched.
Workaround: Complete one of the following: 1. Right click on the Editor icon on the Desktop and select Properties. Go to the Compatibility tab. Check the box for 'Run this program in compatibility mode' and choose 'Windows 2000' from the drop down. Click Apply and Ok. 2. Change the theme to "Windows Classic Style" - Right click on Desktop, select Properties. In the Appearance tab, select "Windows Classic Style" for Windows and Buttons. Click OK to change the setting. 3. If you still wish to use "Windows XP Style", you could change the style to " Windows Classic", re-launch the Editor and then change the style back to "Windows XP".

BARS backup was causing memory leak in CRSJavaService process , Fixed CSCsx73395

Symptom: CRSJavaService continues to leak memory
Conditions: CRS 5.0.2 SR2 Due to BARS backup everyday, we see contstant memory leak in CRSJavaService process.
Workaround: Restart server after memory falls below required levels
Further Problem Description:

Error -WebAdmin is locked by another user even when no one is logged in , Open CSCsz40903

Symptom: Cisco Desktop Administroat web-admin can't login, getting error "Cisco desktop administrator is locked by another user, You can't save any changes at this time. Wait until the other user logs out or until that user's session times out (inactive for 15minutes)
Conditions: Intermittently get the above error, sometime CDA closed without logout or even after 15minutes of inactivity still get the above error.
Workaround: Restart Node mgr or Reboot the server
Further Problem Description:

ArchiveManager remains OOS after rebooting a node , Fixed CSCsi78765

Symptom: Unable to perform Backup/Restore operation and from the MADM logs, the following message is seen: 6179: May 22 15:41:17.930 PDT %MADM-ADM_CFG-7-UNK:BARSAdminServlet - doBackupNow - ArchiveException occuredRemote connection error; nested exception is: java.rmi.ServerException: RemoteException occurred in server thread; nested exception is: com.cisco.archive.impl.barbi.client.BARBIException: No mediator listener available. ArchiveManager initialization either failed or has not completed yet. 6180: May 22 15:41:17.930 PDT %MADM-ADM_CFG-3-ADM_EXCEPTION:Unknown ADM Exception: Exception=com.cisco.archive.ArchiveException: Remote connection error; nested exception is: java.rmi.ServerException: RemoteException occurred in server thread; nested exception is: com.cisco.archive.impl.barbi.client.BARBIException: No mediator listener available. ArchiveManager initialization either failed or has not completed yet.
Conditions: Performing a Backup/Restore operation.
Workaround: Restart CRS Node Manager service and check to see if ArchiveManager is in service before performing B&R.
Further Problem Description:

UCCX: CAD agents are unable to login to Presence , Fixed CSCtb17105

Symptom: When attempting to login to Cisco Agent Desktop, the following error message is displayed: "An error has occurred communicating with the Cisco Unified Presence Service. The application will automatically continue attempting to connect"
Conditions: The Presence server is inaccessible from the agent machine or it is not configured to allow inbound connections from the agent machine.
Workaround: Configure an Inbound ACL on the Presence server to allow inbound messages from the agent machine's IP address or configure an Inbound ACL to allow all inbound messages. To do so in Cisco Unified Presence Administration: Go to System->Security->Incoming ACL Create an Incoming ACL with Address Pattern as 'ALL' This is documented in: http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cups/7_0/english/config_maintenance/administration/guide/b03axcfg.html#wp1053686
Further Problem Description: The following may be displayed in the agent log on the client machine: ERROR STD2001 Client failed to connect to any service. The following may be displayed in the agent debug on the client machine: DEBUG [0xd84] SplkException.cpp[141] calabrio_saw::SawConnectionImplementer::establishConnection: com.spanlink.util.connection.SplkConnectException: Unable to connect to host <1.1.1.1> port <5060>.Invalid Login information. Stack trace <>. and/or DEBUG [0xd84] SplkException.cpp[141] splk_socket_internal::SocketOperations::internalGetAllByName: com.spanlink.util.socket.SplkUnknownHostException: getaddrinfo failed:11001:No such host is known. Stack trace <>.

one node in HA is complaining about jtapi client inconsistency , Fixed CSCsz92331

Symptom: one node in HA is complaining about jtapi client inconsistency
Conditions:1. CCM version is 7.1.2-3941-x 2. UCCX first node is configured to use this CCM. 3. CCM is upgraded to 7.1.2-3971-6 4. 2nd UCCX node is added to the cluster. 5. on login to 2nd node appamin, it complained about jtapi inconsistancy, so jtapi client resync is done. after that the 1st node is always saying that the jtapi client is inconsistent, thiugh in both the UCCX node the correct version of JTAPI client is installed.
Workaround: After the Call manager upgrade / downgrade, restart the Node Manager on all the UCCX nodes in the cluster, and then login to Appadmin. Afetr login, the jtapi Client versions will be reported as inconsistent. Do the Jtapi Client Resync.
Further Problem Description:

CVD process memory leak upon running backup operation on the system , Fixed CSCsk55893

Symptom: Memory increase in the context of CVD process (PrivateBytes perfmon counter increases for CRSJavaService.exe process)
Conditions: CRS 4.0.5 SR1 CRS4.0.4 SR1
Workaround: none
Further Problem Description: JVM GC statistics and heap dumps revealed that the JVM heap size is normal. But the process memory as a whole is increasing. Based on the Perfmon data and process handle information, there seems to be leak during/after backup operation. We figured out a problem in our native code and fixed it. After this fix, there is no residual leak after the backup operation.

Prompt Management does not allow upload of zip files of prompts , Fixed CSCsq99083

Symptom: Error thrown on uploading zip of prompt (.wav) files onto prompt management on Application administration
Conditions: Upload of zip files containing prompts onto prompt management
Workaround: Upload individual .wav files

Issue while mixing ENH and PRE licenses during upgrade from 5.x to 7.x , CSCtd06391

Symptom: While upgrading the IPCC express from 5.x to 7.x, if the license files in the 5.x are of different types (ENH and premium) it does not work. For instance,CU had 20 seat PRE 5.x license 5 seat ENH 5.x license 5-5 ENH to PRE upgrade license 5-7 SASU upgrade license If we put the 20 seat premium license with 5-7 upgrade license it shows 20 seat while displaying license then if we put the other two 5 seat ENH 5.x license and 5-5 ENH to PRE upgrade license, it shows only 5 PRE seat license.
Conditions: Upgrade from 5.x to 7.x
Workaround: Apply only one type of license
Further Problem Description:

CAD shows wrong real-time statistics , Fixed CSCta73339

Symptom: When checking the real-time reports for the CAD agent, we find that the time for each agent is the same time for the first agent in their team. This issue appears in all teams and on all agents. In other words, agents are getting the same real-time reporting from the first agent in the Team. The issue appeared exactly as following: 1) Check the time for the first agent in the team (on Cisco Supervisor Desktop). 2) check the time for CAD agent from the real-time reporting. 3) there is no difference between both real-time report.
Conditions: CRS 7.0(1)_Build168 CAD 6.6.1.54
Workaround: NONE
Further Problem Description:

Transient DISPATCH_FAILURE error on getCTIPortNumber , Fixed CSCsw38930

Symptom: Transient error shown on MIVR logs.
Conditions: On some situations, "%MIVR-LIB_EVENT-3-DISPATCH_FAILURE" will be output on MIVR log.
Workaround: None. It's transient, so is safe to ignore.
Further Problem Description: At this point, calling out from CAD is known to cause this error.

Backup fails with ARCHIVE_CREATION_ERROR , Fixed CSCsy04635

Symptom: Backup fails with ARCHIVE_CREATION_ERROR when Backup performed with "Backup Now" twice.
Conditions: Unified CCX Backup with "Backup Now" on second try will fail. If failure occurs, scheduled backup will also fail.
Workaround: Restart Node manager .

After disconnect, CAD logs agent back in automatically , Fixed CSCtc87552

Symptom: When an agent logs out of the CAD desktop but leaves the application running and then a network connectivity interruption occurs (e.g. UCCX server rebooted, network maintenance, etc.), then the agent is logged back in automatically when the connectivity is restored.
Conditions: UCCX 7.0(1) Agent logged out without closing CAD desktop application. Network connectivity lost and then restored.
Workaround: Ensure that agent's close their CAD desktop application completely after logging out.
Further Problem Description: When the connectivity is restored, a previously logged out agent should remain logged out. This is a potential security risk as anyone could unplug the network cable of an agent's workstation and as long as CAD was running then they would be automatically logged back in when the network cable was reattached. This is a regression, as previous versions of CAD did not behave in this manner when network connectivity was lost. The possible reason behind the observed behavior is that even though the CAD agent is logged out, in 7.0 the Chat service is still active until the window is closed. So when a network connectivity interruption occurs, since the Chat service is part of CAD base services, then all of the services fail over and the CAD agent is logged back in automatically.

Non-Paged Memory leak is seen in CDP , Fixed CSCsj55090

Symptom: Slow Non-Paged memory leak is seen in CDP. Server may crash if it the server is up and running continously for few months. Server may show the following error: ========== Event Type: Error Event Source: Srv Event Category: None Event ID: 2019 Date: 10/10/2006 Time: 9:32:21 AM User: N/A Computer: CCM1 Description: The server was unable to allocate from the system nonpaged pool because the pool was empty. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp. ========== Note that this system event log error may be triggered by other applications than the Cisco CDP Driver running on the CCM server. CDP.sys was determined to be the cause of this particular bug only after months of log gathering and analysis by Microsoft.
Conditions: Normal Operation
Workaround: None.
Further Information: This corresponds to the CUCM defect CSCsj37081.

CAD statistic reports changed in 5.0 , Fixed CSCsm55227

Symptom: Agent Statistics Report has a 'Calls Completed' field, described in the CAD User Guide as follows: 'Number of inbound or outbound calls (aCD or non-ACD) that are answered at your extension. This can be verified by counting the number of entries whose Call Answered column displays "Yes" in the Agent Call Log for the current day' A previous install of CRS4.0(x) with this customer operated correctly, this version does not count Outbound calls. The issue is with the "calls completed field" You make bunch of outbound calls and they are answered. However they are not reflected in the calls completed field
Conditions: Have the agent make bunch of out bound calls. According to the documentation Calls Completed should also include the successful outbound calls. However outbound calls are not getting counted in Calls Completed According to the developers, the code has changed in 5.0. Calls completed does no longer contain Successfully completed outbound calls. This is a feature taken away from the cu on the 5.0.1 release, the developers will include a new filed "Calls Handled" in the 5.0.2 Sr1 release which will contain and record the successfully made outbound calls
Workaround: Upgrade to 5.0.2 SR1 and follow the below steps: 1. Navigate to C:\Program Files\Cisco\Desktop\config 2. Open FCRasSvr.cfg 3. Add the following lines to the configuration file [ReportParameters] CallReportIncludesOutbound=1 4. Save the configuration file. Restart Recordings and Statistics service

Engine crashes due to out of memory error , Open CSCtc98703

Symptom: Engine encounters java.lang.OutOfMemoryError but server does not crash/reboot. Appadmin shows engine and all processes running, but calls are not accepted and agents cannot log in.
Conditions:
Workaround: Restart CCX Engine from Appadmin.
Further Problem Description:

Error messages popped up upon AddToCluster failure are not clear , Fixed CSCsy13029

It would be good if we have clear error message. Like using the Host names instead of local and remote nodes Symptom: Error message pops up while adding the Node2 to the cluster after entering the Node1 information.
Conditions: Steps to recreate: 1. Install Node1 2. Change the CRSAdministrator password(other than ciscocisco). In my case I changed the CRSAdminsistrator password to 123456 3. Install Node2 4. Start server setup and after entering the Node1 information click next and you will get an error as: "Add to cluster is failed because of ClusterException invalid AdminPwd: localNode=, remoteNode=ciscocisco"
Workaround: - Make Node1 and Node2 CRSAdministrator account password same.

CAD crashes at end of call, memory could not be read, drwtsn log created , Fixed CSCsm82846

Symptom: CAD crashes at end of call, user gets error similar to: "The instruction at 0x64fe1800 referenced memory 0x64fe1800. The memory could not be read." A drwtsn log is usually created with an error from agent.exe
Conditions: CAD was installed with no localization
Workaround: None
Further Problem Description: None

Open CDA>onclick VOIPMon/Rec Could not get devices from Sync Service. , Fixed CSCsk59797

Symptom: Open the CDA and click on the VOIP node under the Enterprise Data Configuration,onclicking the VOIP node an error window pops-up with the message "Could not get devices from Sync Service."
Workaround: Apply 5.0(1)SR2 ES01 to fix the issue.
Further Problem Description: UCCX 5.0.1(SR2) supports both the CM versions 5.1.x and also 6.0. There are schema changes between these two versions of CM. There is an SQL query which is used to get the MAC address of the phones inorder to support the Recording and Monitoring and this SQL query is different for CCM 5.1.x and for CCM6.0. The SQL query which works fine with CCM6.0 and the same query is being used with CCM5.1.x due to some "IF condition failure in the code" hence failing.

SQL Re-Use utility causes blank page in Appadmin initial setup , Fixed CSCsz27408

Symptom: SQL Re-Use Utility causes blank AppAdmin page during initial setup
Conditions: 1. Customer uses SQL re-Use utility for CRS 4.0 SQL CD to install on CRS 7.0 system 2. Runs through the initial setup in AppAdmin page. 3. Receieve blank page after entering codec information in initial setup.
Workaround: 1. Go to query analyzer 2. Type "select @@version" gives SQL version 8.00.2282 3. Go to CET tool, choose Cluster Dependent Containter and match SQL version to this version 4. Restart Node manager.
Further Problem Description:

AppAdmin Page does not load -World Wide Publishing service stuck , Fixed CSCsu22366

Symptom: AppAdmin Page will not load, "Page can not be displayed" message on the browser. --World Wide Publishing Service stuck in stopping status if IIS attempted to be restarted.
Conditions: 1.Open Browser 2. Type the following url http://crsIPAddress/appadmin 3. Receive page can not be displayed or blank page If you attempt to restart IIS at this time, the only workaround is to reboot the server. 4. Go to services (start-run-services.msc) 5. Try restarting IIS services, restart will cause world wide publishing service (co-dependent on IIS service) to be stuck in stopping status
Workaround: Do not attempt to restart IIS . Instead, do the following steps - 1. Open Internet Explorer and type http://crsIPAddress:6293/appadmin/ 2. Login to appadmin and go to Control Center page. 3. Select the CRS Administration process radio button and click the "Restart" button. 4. Exit the browser and launch appadmin normally from the Start Menu. Alternatively, if this is an HA setup, login to appadmin from the 2nd node, go to the Control Center page, select the broken node, and restart it's CRS Administration process.

Appadmin Application page blank on update when more no. of prompts exist , Fixed CSCsz97311

Symptom: when changing the prompt on the application mgmt or adding new applicaton at application mgmt and click update, gets blank screen
Conditions: when prompt management repository having ~700 and more number prompts
Workaround: Reduce or clean up unused number of prompts from the prompt repository and try
Further Problem Description:

Mutex lock errors / missing lock entry in LDAP , Fixed CSCsd13553

Symptom: Cannot make configuration changes to resources (such as adding a skill group). Getting Mutex lock errors. -------------Troubleshooting--------------- - Check the mutex lock entries in the DCD LDAP: CCN Apps -> clusters -> [profile] -> Locks -> Locks.00000 - Check that the Lock entries were named as follows: lockApplicant?empty lockOwner?empty lockUsage?empty, lockUserInfo?empty lockUserTimestamp?empty (ignore lockExpiration) - Confirm values of those 5 entries set to "x". How to add... Add 'lockApplicant' entry using these instructions: - Right click on the Locks.xxxxxxx, and select New -> ciscoCCNocConfigInfoCES - Enter the name as "lockApplicant?empty" and press Enter - In the next window, click on the Add button and in the Enter String value box, enter "x" and click OK - Then OK on the previous window Resolution
Conditions:
Workaround Add 'lockApplicant' entry using these instructions: - Right click on the Locks.xxxxxxx, and select New -> ciscoCCNocConfigInfoCES - Enter the name as "lockApplicant?empty" and press Enter - In the next window, click on the Add button and in the Enter String value box, enter "x" and click OK

Unified CCX Considerations for 07/08 Australia DST Changes , Fixed CSCsm51194

Symptom: Unified CCX Considerations for 07/08 Australia DST Changes
Conditions: Unified CCX 4.0(x), 4.1(x), 4.5(x),5.0(x) and 6.0(x)
Workaround: IPCC Express will be affected by Australia DST. The patching process we propose is: 1. MCS-OS patch for Server Time Update - delivered by the OS team http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des?psrtdcat20e2 2. TZUpdater - for Java Time Update - delivered by SUN http://java.sun.com/javase/tzupdater_README.html 3. Microsoft OS patch - for CAD/CSD clients http://support.microsoft.com/
Further Problem Description:

Bad Database connection causes calls to fail. , Fixed CSCsw22313

Symptom: Calls take a long time to answer or fail when hitting the CRS/IVR routepoint
Conditions: Customer has created some external database connections from the appadmin page. Some of the are working correctly and some of them are broken, Some calls would fail because of the bad database connections. From the MIVR logs we would see these events before the failed calls: 10269: Nov 14 15:22:36.798 CST %MIVR-SS_DB-3-ERROR_IN_CHECKOUT_FROM_DSN:Error in checkout from DSN: Task ID=null,DSN Name=dsn_db_sqlserver_backup 10380: Nov 14 15:23:09.313 CST %MIVR-SS_DB-3-BAD_CONNECTION:Bad connection for the given DSN: DSN Name=dsn_db_sqlserver_backup
Workaround: Remove the bad db connections from the appadmin page or remove the DSN config from Windows settings.
Further Problem Description: It's a problem with the Database subsystem in the way it's trying to check connectivity to the external DB. This code changed in 4.5 and it's causing the conflict with the call processing. If a check connection fails using the DB Connection pool, it tries to use the DriverManager directly, causing most of the call processing to hault while engine is trying to make connection to the database.

CRS should support option to use redirecting party CSS for CTI RP , Fixed CSCsr83511

Symptom: A redirect from a CRS CTI Route Point may fail.
Conditions: A customer may have a gateway, phone, or trunk configured with a calling search space which includes the partition of the CTI Route Point but not the partition of the CTI Ports. Even though the calling search space assigned to the CTI Route point includes the parition of the CTI Ports, CallManager will block/deny the call by default because CallManager's default behavior for processing JTAPI redirects is to use the original calling party's calling search space rather than the redirecting party's calling search space. JTAPI client applications have the option to tell CallManager to use the calling seach space of the redirecting party. Cisco CRS needs to implement a new setting which allows an administrator to select weather CCM should use the original calling party's calling search space or the redirecting party's calling search space when redirecting calls from the CTI Route Point/Trigger to a CTI Port.
Workaround: Ensure that the original calling device has a calling search space that contains the partition of the CTI Ports, CTI Route Points and any other directory number or pattern to which the CTI application may redirect a call.

user privilege got removed after restored to a new server , Fixed CSCsc20864

Symptoms: After a restore, CiscoHistRprtUsr user privileges and other users like wallboard users rights are removed.
Conditions: This is seen after performing a restore. The detailed procedure and verification is as follows: 1. Ensure IPCC Express enhanced with VoIP./recording sever is up and running with IPCC Express enhanced IN_SERVICE 2. Configure ICD (such as team, skill, agents, supervisors, etc) and make a few different scenarios of ICD calls 3. Perform a few recording sessions on CSD and generate a few recording files 4. Do a backup of the IPCC Express enhanced with VOIP/Recording server and disconnect this server from the network when backup is done 5. Reinstall OS on CRS Engine onto a new machine (same IP address/hostname) - Run CRS installer and select the Repair -> Restore options 6. Execute Restore on CRS Engine 7. Make an ICD calls Verifications: 1. After the IPCC Express server is restored, verify that all configurations/data have been recovered (verify ICD configuration data that needs to recovery) 2. Verify all ICD calls generated before last backup are restored 3. Verify all the recording files are restored and can be playback 4. Verify all ICD calls generated (generate HR associated with ICD calls made) //not able to log in HR due to user privilege got removed from CiscoHistRprtUsr 5. Verify new install of CAD and CSD
Workaround: Go to Enterprise Manager ->->select Security-> select Logins -> select CiscoHistRprtUsr -> right click, select properties and select Database Access tab. Use the Permit checkbox to give access rights for the CiscoHistRprtUsr to the database.

Upgrading UCCX to 7.0(1)Sr4 is failing ODBC connection to SQL 2005 , Open CSCtd19548

Symptom: Upgrading the UCCX server to 7.0(1) Sr4 and OS to 2003.1.4a SR11 is failing the ODBC connection to SQL 2005 external database. The error generated when trying to setup a ODBC connection to SQL 2005 database is ====== [Microsoft][ODBC SQL Server Driver][DBNETLIB]SQL Server does not exist or access denied. =======
Conditions: Upgrade to UCCX 7.0(1) Sr3 or 4 and OS upgrade to 2003.1.4a SR11
Workaround: Work around: a) In UCCX SQL Server 2000 - Start the Client Network Utility. b) On the General tab, add TCP/IP in the list under Enabled protocols by order. (make sure its first) c) Click the Alias tab, and then click Add. Under Network libraries, select TCP/IP. d) In the Server name text box, type the IP address of the server that is running SQL Server 2005. Note: If port other that 1433 is being used Click the check box to clear the Dynamically determine port option, and then type the port number of the instance of SQL Server 2005 in the Port number text box.

Modifying CSQ variable in the Select Resource Step after queuing a call , Fixed CSCsz93333

Symptom: All or a group of agents can get reserved at the same time for about 60 seconds. This causes aborted calls and agents getting into a RESERVED state loop. %MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ) %MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ) %MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ) %MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ) %MIVR-APP_MGR-6-ABORTING_CONTACT:Aborting contact: Application=ContactCenter,Task id=25000043849,Contact id=15985,Contact implementation id=179630/2,Contact Class=com.cisco.call.CallContact,Contact Type=Cisco JTAPI Call,Exception=com.cisco.wfframework.obj.WFMaxExecutedStepsExceededException: No. of executed steps: 1000
Conditions: This is a problem when the CSQ variable value used in the Select Resource Step and is subsequently modified after queuing a call in that step. In this case, they use the Select Resource Step with variable name "CSQ" and then use the "Set Step" to modify the value of this variable, and then queue it for another CSQ. This scenario is currently not handled and leads to the aborted call.
Workaround: Modify the script to use different variables for the CSQ in each of the Select Resource steps, and remove any "Set Step" that modifies the CSQ variable.
Further Problem Description:

Inactive agents not deleting properly from App Admin , Fixed CSCsu44601

Symptom: Inactive agents not deleting properly from App Admin
Conditions: Sometimes when deleting inactive agents from app admin it will fail. When this process fails some or all of the app pages do not load.
Workaround: In a HA environment you can use the other node app admin interface to admin the cluster. To temporally fix the appadmin issue the appadmin web app directory has to be renamed and the server or CRS Node Manager has to be restarted.
Further Problem Description:

When supervisor goes to view Voice CSQ team summary show blank , Fixed CSCsx78524

Symptom: When supervisor goes to view Voice CSQ -Team summary, it displays blank display and also agent getting call doesn't show call is from which CSQ
Conditions: Only happens in UCCX 7.X (with SR or without SR)
Workaround: In the Control Panel, double-click System. In the System Properties dialog, select the Advanced tab. Click the Environment Variable button and then Add to add OMNIORB_USEHOSTNAME and the IP address to the System Variable list. If the variable not fixing the issue then required to move the variable to the fist on the list or remove and re-add it to the first entry

Restore Fails when the BackUp is taken without the Desktop_Audio Folder , Fixed CSCsr56145

Symptom: Restore Fails at 69%
Conditions: When Restore is attempted with a backup file taken with the Desktop_Audio folder removed
Workaround: Patch the 7.0(1) system with the latest Service Release (SR) and try running the restore again.

Java out of memory error crashes the system , Fixed CSCsl52431

Symptom: This customer has 2 CRS systems, one primary and one HA. Both systems went down about the same time and the logs for both seemed to indicate a Java.OutOfMemoryError was the cause. The text from the MIVR log is below: 227386213: Nov 25 14:28:20.568 EDT %MIVR-CFG_MGR-3-EXCEPTION: at java.lang.Thread.run(Thread.java:595) 227386214: Nov 25 14:28:20.568 EDT %MIVR-ALARM_MGR-3-UNK:MIVR alarmwriter queue is full some alarms will be dropped 227386215: Nov 25 14:28:20.568 EDT %MIVR-MGR_MGR-3-THREAD_DEATH_EXCEPTION:An uncaught exception has be thrown in a thread: Thread name=BSAccessor,Exception=java.lang.OutOfMemoryError: unable to create new native thread 227386216: Nov 25 14:28:20.568 EDT %MIVR-MGR_MGR-3-EXCEPTION:java.lang.OutOfMemoryError: unable to create new native thread
Conditions: Possibly a time related issue where the problem is more likely to occur the longer the system has been running without a reboot. To date, the issue has occurred on both systems at about the same time after a month of uninterrupted runtime.
Workaround: Possible workaround is to reboot the systems frequently but not enough data to make a firm determination on this possibility.
Further Problem Description: This problem has occurred since the installation of the systems, primary and HA. It occurred on October 26th and November 25th both with the same symptom and both systems went down at the same time. The logs of the incident seem to indicate there was an out of memory condition for the Java client. Logging is currently in place and the customer is gathering daily logs and will send those logs for review on a weekly basis. Should the problem occur again there is logging in place that should help isolate the issue and a root cause.

UCCX: CSD does not display system defined Not Ready Reason Codes , Fixed CSCtd18721

Symptom: Cisco Supervisor Desktop may not display system defined Not Ready Reason Codes such as: 32762 - Agent Offhook 32763 - Agent Ring No Answer (RNA) 32761 - Agent Received Non-ICD Call These Reason Codes will not display in the Agents - Team State real time report on CSD.
Conditions: A UCCX agent is moved into the Not Ready state by the system, generating a system defined Not Ready Reason code. User defined Reason Codes display correctly in CSD.
Workaround: Use Historical Reports as this will display the correct system defined Reason Codes.
Further Problem Description: From the agent debugs, it is shown that the agent is receiving the correct Reason Code from the UCCX Engine: DEBUG [0x17cc] EventHandler.cpp[1975] GetDebugInfo: AGENT_STATE_EVENT: EventReasonCodeElement is 32762 But, it is sending the wrong Reason Code to the supervisor: DEBUG [0x17cc] FCCClientAPI.cpp[1406] FCCClientAPI::setAgentAcdState: Begin. Ext: 200, agentState: Not Ready, stateTransitionMask: 589927, reasonCode: .

Export path setting in hrcConfig.ini is ignored if using a network drive , Fixed CSCtd34886

Symptom: Setting the defaultExportPath in hrcConfig.ini to a network drive has no effect in 7.0(1)SR4. Works ok if using a local drive. Once HRC opens and you click on the Schedule option at the top, the Export Location always appears as C:\Program Files\Cisco UCCX Historical Reports\reports\, which is the default.
Conditions: Normal use
Workaround: None
Further Problem Description:

Unified CCX Restore operation fails if CSA is in enabled state , Terminated CSCta44218

Symptom: Unified CCX Restore operation is failing with Cisco Security Agent enabled Cisco Security Agent version: CSA-5.2.0.281-3.1.3-k9 Also, with Cisco Security Agent enabled we are seeing a series of Cisco Security Agent popups [asking the user to allow access to the system] being popped up for which the user has to provide access to during Backup and Restore operation. Even after clicking Yes to all the Cisco Security Agent popups we are seeing a failure in Unified CCX Restore operation. Hence, it is highly recommended to disable the Cisco Security Agent before starting a Unified CCX Backup and Restore operation. In case of Unified CCX High Availability Deployments, please disable Cisco Security Agent on both the nodes and then perform a backup and restore operation. PLEASE NOTE: Please enable the Cisco Security Agent once the Backup and Restore activity is successfully completed This issue might be applicable to CRS 5.0(x) with and without SRs and Unified CCX 7.0(x) with and without SRs if the above version of CSA is considered. Please note: The above issue was seen with CUCM-CSA-5.2.0.272-3.1.2-k9.exe also. Observations with CSA-5.2.0.272 With CUCM-CSA-5.2.0.272-3.1.2-k9.exe - Backup is showing CSA popups. With CUCM-CSA-5.2.0.272-3.1.2-k9.exe - Scheduled Backup fails
Conditions: Unified CCX Backup and Restore operation with Cisco Security Agent enabled.
Workaround: With Cisco Security Agent in disabled state, the Cisco Unified CCX Backup and Restore operation should be successful. PLEASE NOTE: Please enable the Cisco Security Agent once the Backup and Restore activity is successfully completed
Further Problem Description: This issue might be applicable to CRS 5.0(x) with and without SRs and Unified CCX 7.0(x) with and without SRs if the above version of CSA is considered.

Error when uploading new script to CRS , Fixed CSCsd80192

Problem description: When you upload a new script and go to refresh it The following error appears..."Application Notification failed on following servers: xxx" where xxx is the server name.Due to this error the new script is not used by the application. Work around: 1. choose "No" to refresh Scripts only and then go to Application Management page and refresh applications separately. 2. If you have chosen "Yes" to refresh both scripts and applications and see the error message above, you can still go to Application Management page and refresh applications separately.

CRS Engine crash due to OutOfMemory error . , Fixed CSCsh54663

Symptom: CRS Engine crashes due to OutOfMemory exception. Behavior is simillar to that in CSCse18183
Conditions: normal load.
Workaround: None to prevent the error. Customers suggested to restart the CRS Engine through Application Administrator - Control center. 4.0.4 SR01 ES09 is available on cisco.com which has a fix for this issue.
Further Problem Description: None

BARS 4.0.10 produces errors, Clusters.Properties, file not found , Terminated CSCsh28975

Symptom: [12:01:46 PM] Staging Cisco Customer Response Solutions target 10.86.177.70 [12:01:46 PM] Opening session for backup on 10.86.177.70 [12:01:46 PM] Opened session successfully on 10.86.177.70 [12:01:47 PM] Backup is 1% complete. [12:01:47 PM] Copying /STI/Backup/CRS/clusters.properties to C:\DOCUME~1\CRSADM~1\LOCALS~1\Temp\_50391D57_F43A_4AC0_88C5_361B270AF132_51718\GetProperties2043.properties on 10.86.177.70 [12:01:47 PM] Failed to copy C:\Sti\Backup\Crs\Clusters.Properties. File not found in source folder [12:01:47 PM] Backup is 2% complete.
Conditions: This happens when CCM, CRS and Backup software are colocated in the same server.
Workaround: This error can be ignored.
Further Problem Description:

CDAUI2000 An error has occurred. Contact technical support , Fixed CSCsq92056

Symptom: CDAUI2000 An error has occurred. Contact technical support error returned when VOIP Monitoring Device in Web based CDA is clicked. Administrator cannot confgure Silent Monitoring & Recording as the devices are not listed.
Conditions: The issue can happen when the phones are not contiguous.
Workaround: None

AgentSummary report has issues if report run by filter except AgentName , Fixed CSCta03003

Symptom: AgentSummary report fiter by teamname contains more agent entries who dont not belong to selected team(s)
Conditions: Install Unified CCX 7.0(1)SR2/SR3. Pull a Agent Summary Report and filter by team name.
Workaround: None
Further Problem Description:

CDA workflow for email alert action doesn't work with quotes in address , Fixed CSCsu44221

Symptom: CDA workflow adds quotes in the from address and action wont work.
Conditions: exchange server 2007
Workaround: none
Further Problem Description:

UCCX Average Wait Duration graph in CAD is incorrect 7.01sr3 , Fixed CSCtc85076

Symptom: When viewing the Voice CSQs - Average Wait Duration we see wait durations of very strange times. it does not match up with the Voice CSQ's - Team Summary stats or the real time reports. The graph starts on the left with 00:00:00 then goes to 01:58:57 then to 03:57:54 then 05:56:51 then 09:54:45 and continues up and then ends with 01:58:57 and the average wait duration for this queue is actually 1min 11 seconds.
Conditions: IPCC express 7.01 Sr3 ans IPCC express 7.01 SR4
Workaround: none
Further Problem Description:

Engine Crashing - java.lang.OutOfMemoryError , Fixed CSCse18183

Symptom: Engine Crashing - java.lang.OutOfMemoryError
Conditions: CRS 4.0(1) SR1 HA
Workaround: Reboot system/Restart engine every few days.
Further Problem Description: Engine is crashing with the following errors. Frequenxy between once a week and once every few months. 39014225: Mar 01 10:05:40.228 GMT %MIVR-MGR_MGR-3-THREAD_DEATH_EXCEPTION:An uncaught exception has be thrown in a thread: Thread name=MIVR_ENG_TASKS-27-29-TASK:0xee6b41733_LookUpCustomer.aef,Exception=java.lang.OutOfMemoryError 39014262: Mar 01 10:05:40.275 GMT %MIVR-MGR_MGR-0-EXCEPTION:java.lang.OutOfMemoryError 39014275: Mar 01 10:05:40.290 GMT %MIVR-LOG_MGR-5-MGR_SHUTTING_DOWN:Log Manager shutting down:

UCCX: AppAdmin should not allow blank values for Parameters , Open CSCtd16653

Symptom: Certain user defined prompts may not play and the following error message can be seen in the MIVR logs: MIVR-PROMPT_MGR-3-EXCEPTION:com.cisco.prompt.UndefinedPromptException: user prompt 'C:\Progra~1\wfavvid\Prompts\user\en_US\'
Conditions: This occurs when a Parameter of type Prompt is checked in the Application Configuration page in AppAdmin, but no value is defined.
Workaround: Define a value for this Parameter in the Application Configuration page.
Further Problem Description: This enhancement applies to all Parameter types and will not allow a Parameter to be checked and saved if the value is empty.

On using custom Work button in CAD, CSD shows Work and RTR shows Ready. , Open CSCtd10850

Symptom: When agent uses the Custom "Work" button on CAD (created through CDA) the state of the agent is reflected as "Work" in Supervisor Desktop, but "Ready" in Real Time Report. RTR does not consider a transition from READY - WORK as a valid transition. This should not happen normally as even CAD does not allow a READY agent to go to WORK. So this needs to be fixed on CSD to keep consistency.
Conditions: When a Custom "Work" Button is created in CAD and agent uses it.
Workaround: none
Further Problem Description:

IPCCX 5.0(2) can not kick off scheduled backup with Java installation , Fixed CSCsx27467

Symptom: Backup may fail if there is java installed other than provided with CRS install.
Conditions: Java runtime is installed on the system other than provided with CRS install
Workaround: None
Further Problem Description: The reason of issue is that in batch file command used to invoke java is "java". if other JRE is installed, than newer JRE is used to run backup and fails the backup. In the fix for the issue, batch file has been updated to use the location for java created by CRS install,

Rascal doesn't remove all recordings , Fixed CSCsl79873

Symptom: Rascal removes only first recording when performing automatic purge at midnight Specific to CRS 7.0: No recording files are removed. The Supervisor Record Log Viewer does not show any old recordings, but the Desktop_Audio folder on the CRS server(s) has old recordings. To avoid filling up the disk the recording server will refuse recording requests when the disk is under 2GB free. This avoids filling up the disk complete and causing other issues with the system.
Conditions: Always.
Workaround: None Specific to 7.0: The database purge is working. Recordings are being removed after 7 days (or 30 days if extended recording), but the files are not being removed from the filesystem. You can manually delete old recordings from the Desktop_Audio folder on the CRS server(s). The filename contains the date of the recording.
Further Problem Description:

Add UserManager to the Engine , Fixed CSCsd76172

Symptom: CVD log contains: %MCVD-CVD-3-EXCEPTION:java.lang.IllegalStateException: Child Service User Manager not found to process ServiceStateUpdate=[topLevel=CRS Engine Engine Substsrem's and Manager's states could be wrong in the AppAdmin
Conditions: When Engine starts
Workaround: No

HR Reporting for Spanish Language xml file error , Fixed CSCsl71546

Symptom: When a specific report gets selected, there would be errors 5057 complaining on the xml files.
Conditions: CRS ver. 5.0(1), when the locale is changed to Spanish the HR gets installed and invoked.
Workaround: None
Further Problem Description: 8 xml files having issues , when the Spanish Language is selected in the locale and HR reports gets invoked. Following reports are affected: CCR_Priority_Summary_Activity_es_ES ICD_Agent_Call_Summary_es_ES ICD_Agent_Not_Ready_Reason_Code_Summary_es_ES ICD_Agent_Summary_es_ES ICD_Application_Summary_es_ES ICD_Called_Number_Summary_Activity_es_ES ICD_Contact_Service_Queue_Priority_Summary_es_ES IVR_Application_Performance_Analysis_es_ES

NICQ utility does not correctly test NIC card functionality , Terminated CSCsw31014

--> Symptom: NICQ utility does not correctly test if a NIC is compatible with recording or monitoring features in IPCCX. Test was returned successful on NIC that still was not compatible.
Conditions: incompatible NIC and the NICQ utility is ran to confirm compatibility and functionality of the card.
Workaround: IF all configurations are verified correct . Take a packet capture to determine if any packets are sent from the NIC in question . Swap the NIC in question with another manufacture's model NIC

CAD trueupdate effected with proxy settings , Fixed CSCsy30239

Symptom: Agents getting an error message every time they login: Error: Unable to download file. Could not open request.
Conditions: When ever the CAD application is launched it checks for the availability of newer version. CAD makes uses of True Update which is located at C:\Program Files\Cisco\Desktop\bin\update.exe
Workaround: If the "Auto detect the proxy settings" is disabled then we dont see that error message. The exceptions added to the proxy settings will not help.

IPCC Express does not respond to Open Receive Channel for 15 seconds , Terminated CSCsh20355

Symptom: Calls through a Unity call handler to a CTI RP that are redirected to a CTI port. The call to the CTI port is setup correctly, but when audio is established, CCM send the ORC message to CTI which sends the same to JTAPI on IPCC server. The IPCC server does not respond for 15 seconds, which is longer than CCM's 12 second media establish timer so CCM drops the call.
Conditions: Calls through a unity call handler to a CTI RP which is redirected to a CTI port
Workaround: The work around for the issue is to introduce a 2 second delay just before the Accept Step in the application workflow script.

Supervised Transfer Causes WrapUp Data problem , Fixed CSCsl88916

Symptom: After Making a supervised transfer, if wrap up data is enabled on the CDA, than agent will get this error message: "The agent or workflow-initiated action request failed"
Conditions: This error only happens on Supervised transfer, not blind.
Workaround: This error only happens when you have enabled this 2 following options on RP and CTI Ports, Caller Number Redirected Number Disable those
Further Problem Description: The above 2 options are not on by default and many users have them unchecked, but some users modify those parameters and CAD throws that error message To reproduce this is what can be done: Enabled the 2 options: Caller Number Redirected Number On the CTI port and Route Point, call to the RP Agents Picks Up the Call Talks to the caller Hits the transfer button and initiates a call to the NON - ICD extension. Waits till the called party answers Hits the transfer button again If wrap up data option is enabled on the CDA, than Agent will get this error message: The agent or workflow-initiated action request failed

CDBRTool failed to to backup Spanlink recordings , Fixed CSCso30419

Symptom: Backup is failing in a UCCX 5.0(2)_064 with CME deployment with "CDBRTool failed to to backup Spanlink recordings" message.
Conditions: UCCX 5.0(2)_064 integrated with Call Manager Express c3845-ipvoice-mz.124-11.XW3 with recorded file size is 10.6GB with the free space being 40.2GB in "C" drive.
Workaround:
Further Problem Description:

Enterprise Data not delivered it CAD when call arives via transfer , Fixed CSCtb08468

Symptom: After installing SR2_Build099 patch for Cisco UCCX 7.0(1) enterprise data is not delivered to CAD if the call arrived at the trigger for the application via transfer. For example: If the caller dials the trigger 5353 directly all enterprise data is delivered to the client. If the caller dials 5300 and is answered by the operator who then transfers the call to 5353 the enterprise data is not sent to CAD.
Conditions:
Workaround: None at this time
Further Problem Description:

UCCX: CDAUI2000 error in Web CDA when no Resources configured , Open CSCtd00411

Symptom: When clicking VoIP Monitoring Device from Web CDA, the following error appears: CDAUI2000 An error has occurred. Contact technical support.
Conditions: No Resources are configured in UCCX and CUCM.
Workaround: Configure Resources as agents in CUCM and UCCX.
Further Problem Description: This makes the user think the system is not functioning correctly when it is really due to the fact that no Resources are configured. The system should not throw this error in this situation. This is just one case as other circumstances cause the same error to be thrown, so further investigation is needed in those cases. This is Calabrio bug #20093

AXL service provider list need to specify as CCM Pub then Sub , Fixed CSCsv80432

Symptom: AXL service provider configured as CCM subscriber as a 1st priority, user login always goes to CCM sub and in turn CCM Sub request CCM pub for authentication for agents
Conditions: As per CCM design, even CCM sub is 1st priority, it will always use ccm pub for user authentication. But if CCM pub is down then only CCM Sub uses it's local database to authenticate user from agents
Workaround: Configue CCM Pub as 1st priority then CCM Sub as second and third priority
Further Problem Description:

Agent Not Ready Reason Code Report error when using multiple filters , Fixed CSCsf18853

Symptom: When multiple filters are used on Agent Not Ready Reason Code Report the HR client produces the following error: Could not obtain information from the database: The SQL command failed to execute. Check the log file for error 5049.
Conditions: Cisco Customer Response Solutions (CRS) 4.0(3) HR Client Using multiple filters
Workaround: There is no work-around, this defect impacts such that only a single filter can be used for a report.
Further Problem Description: For example if you run the Agent Not Ready Reason Code Report and select values for Reason Code and Team filters for example the problem will be experienced.

Upgrade ignores premium seat increment licenses from previous versions , Fixed CSCta33288

Symptom: Upgrade ignores premium seat increment licenses from 5.0
Conditions: Seat increment licenses in 5.0 are ignored by CCX 7.0 engine. If the 5.0 seat license contains a server license, the 7.0 upgrade license recognizes the seats; but the if 5.0 seat license does not include a server license, it is ignored by 7.0.
Workaround: No

CRS cluster setup will fail without seats in the license , Fixed CSCsm91955

Symptom: CRS setup hangs after the "Unified CM Configuration" page.
Conditions: CRS 5.0(x) loaded a license file which does not contain any seat
Workaround: obtain the good license file from Cisco Licensing or the Account Team.

Agent Call Summ does'nt report calls with originator type=2 , Fixed CSCsj75186

Symptom: The Agent Call Summary report is only reporting Outbound calls with Originator type of 1 only
Conditions: After applying SR1 on 4.0(5), If Agents in the Call Center are making outbound calls from their ICD line(to other Agents or to an external party outside of call center), the call records related to these calls do not appear in the Agent reports. More specifically, If Agent makes an outbound call and drops the call before other party answers, the call records appear in the report. But if the Agent gets connected to party he called, then these call records don't figure in the Agent reports. All these records will be present in the Database though. When the Agent gets connected to party he called, the originatorType will be wrongly populated as 2(Type: Device) and originatorID will be -1 with originatorDN being the ICD extension of the Agent. A defect has been raised for this issue - CSCsj75186.
Workaround: Apply 4.0(5)SR1_ES06 to resolve the issue. http://www.cisco.com/cgi-bin/special.cgi CCO download password- 9d6a2dddae879f058ec48f8c524e3aa1
Further Problem Description:

Cisco Desktop Sync Service on 2nd node fail to start causing NM crash , Fixed CSCtd15382

Symptom: After an outage on both Nodes and Node 2 powers up prior to Node 1, Cisco Desktop Sync Service on node 2 not starting up correctly causing NM crash
Conditions: UCCX 7.0(1) High Availability
Workaround: Issue "shutdown -a" on Node 2, then under CRS serviceability disable the Cisco Desktop Sync Service. Perform restart of UCCX Node Manager.

Backup failed due to backup scheduled tasks on both nodes , Open CSCtc57240

Symptom: Backup fails on an HA setup.
Conditions: Remove Node 1 from the cluster and Add to cluster later. Scheduled tasks for BARS will be created in both the nodes.
Workaround: Cleanup the locks in config. Delete the scheduled tasks for BARS in both the nodes. Goto BARS link in Appadmin and schedule new backup task.

Primary CTI Manager temporary failure causes UCCX to stop CallProcessing , Fixed CSCtb04305

Symptom: Ocassionally UCCX fails to register CTI ports and Route Points to secondary CTI Manager after Primary CTI Manager failed.
Conditions: UCCX is configured to register with Primary and Secondary CTI Manager The CTI Manage, which registered UCCX ports and Route Points, failed.
Workaround: Restart Master CRS Engine from CRS ADMIN Web Page
Further Problem Description:

CRS Engine crashes with java.lang.OutOfMemoryError on 4.0(4)SR1 , Fixed CSCsg98024

Symptom: CRS Engine crash -- all agents logged off and calls in queue disconnected
Conditions: IPCC Express 4.0(4)SR1 1) There is a significant delay in authenticating the agent when an agent logs in. At customer site, it was 20 secs. 2) During this time, an agent transfers a call to a RP and completes the xfer while it is queued, or ringing at another agent.
Workaround: None at this time
Further Problem Description:

NO_IDLE_TRUNKS Failure Under Increased Load , Fixed CSCsl43476

Symptom: NO_IDLE_TRUNKS Failures Under Increased Load
Conditions: Leaks seem to happen under several conditions. One of them could be caller hanging up abruptly after IVR starts playing the prompts.
Workaround: Restart engine on IVR server
Further Problem Description: 14318886: Nov 12 12:04:58.476 MSK %MIVR-LIB_ICM-3-NO_IDLE_TRUNKS:No idle trunks left in trunk group: Trunk Group id=0,Exception=null 14318887: Nov 12 12:04:58.476 MSK %MIVR-SS_ICM-3-UNABLE_CREATE_CALL:Unable to create corresponding ICM call for the specified call: Contact id=51112,Media id=3541947/4,Task id=25000250241,Exception=com.cisco.ged125.NoIdleTrunksException: trunk group #0 has no trunks IDLE left 14318888: Nov 12 12:04:58.476 MSK %MIVR-SS_ICM-3-EXCEPTION:com.cisco.ged125.NoIdleTrunksException: trunk group #0 has no trunks IDLE left

Real time reporting is showing lot of Dequed calls, after applying Sr2 , Fixed CSCso38344

Symptom: After applying Sr2 on the 4.0.5 system, cu sees a lot of dequeued calls in the Real Time Reporting and CAD components
Conditions: Increasing # of dequeued calls in the 4.0.5 System after applying Sr2
Workaround: 4.0(5)SR2ES1 available for this fix 5.0(1)SR2ES9 available for this fix
Further Problem Description: After applying Sr2, # of dequed calls are increasing. From the logs: 94178: Mar 20 09:02:19.558 EDT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occurred while dispatching an event: Event=com.cisco.wf.subsystems.events.ContactTransferredEvent[] on com.cisco.wf.subsystems.rmcm.CallContact@509a05 at Thu Mar 20 09:02:19 EDT 2008,Event source=com.cisco.wf.subsystems.rmcm.CallContact@509a05,Event listener=com.cisco.wf.reporting.IAQRealTimeDataManager@6ecec5,Exception=java.lang.NullPointerException 94179: Mar 20 09:02:19.558 EDT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.NullPointerException 94180: Mar 20 09:02:19.558 EDT %MIVR-LIB_EVENT-3-EXCEPTION: at com.cisco.wf.reporting.IAQRealTimeDataManager.contactTransferred(IAQRealTimeDataManager.java:3184)

HRC/Call Custom Vars rpt does not allow Calling Number to be chosen , Fixed CSCef56507

Symptoms: When running the Call Custom Variables Report or Detailed Call by Call CCDR Report on the CRS Historical Reporting Client (HRC), customer gets one of the following two errors/conditions: 1) Error message: "An Exceptional Error occurred. Application Exiting. Check the log file for error 5022" 2) Nothing - the report never generates and the HRC just hangs
Conditions: CRS Historical Reporting Client 3.5(x), and the number of Calling Number, Called Numbers, or Original Called Numbers in ContactCallDetail table exceeds 32,767.
Workaround: Download only a partial list of calling/called/originalCalled numbers, not the full list which is greater than 32,767 items: For IPCC Express 3.x: 1. On the historical reporting client machine, go to the installation directory of the client: \Program Files\Cisco CRS Historical Reports\ReportTemplates\en_US\ 2. Open file ICD_Detailed_Call_by_Call_CCDR_en_us.xml in Notepad. 3. Search for tag SELECT distinct origcallednumber FROM db_cra_ccdr..contactcalldetail to: SELECT distinct top 10 origcallednumber FROM db_cra_ccdr..contactcalldetail where origcallednumber not in ('') The result is that, instead of dowloading the entire list of Original Called Numbers from the server (in their case, there are 35,757 numbers), only the first 10 will be downloaded. Or you can use some number other than 10 if you want more numbers downloaded. You can also modify the line which selects CalledNumber in the same fashion. 5. Save the file. No need to restart any service. You would need to log out and log in again to the historical reporting client if you modify the file on the fly. ---- For IPCC Express 4.x: 1. On the historical reporting client machine, go to the installation directory of the client: \Program Files\Cisco CRS Historical Reports\ReportTemplates\en_US\ 2. Open file IVR_Detailed_Call_by_Call_CCDR_en_us.xml in Notepad. 3. Search for tag SELECT distinct origcallednumber FROM db_cra..contactcalldetail to: SELECT distinct top 10 origcallednumber FROM db_cra..contactcalldetail where origcallednumber not in ('') The result is that, instead of dowloading the entire list of Original Called Numbers from the server (in their case, there are 35,757 numbers), only the first 10 will be downloaded. Or you can use some number other than 10 if you want more numbers downloaded. You can also modify the line which selects CalledNumber in the same fashion. 5. Save the file. No need to restart any service. You would need to log out and log in again to the historical reporting client if you modify the file on the fly. Similar procedure is applicable to Detailed Call CSQ Agent report by modifying the corresponding xml code changes are checked in 4.0(5) and 4.5

HR: Resource changes not properly reflected in Agent reports , Fixed CSCef11411

Symptom: Agent Summary Report is missing agent data.
Condition: Agent cnfg gets updated. For example assign an extension to a different Resource.
Workaround: None

CAD set to update at every second and display updates at 5-10 seconds , Fixed CSCsx75986

Symptom: CSD real time stats not updating
Conditions: Enterprise servers queries CTI server every ten seconds. This means that even though CSD can be changed to query less it is depended on the enterprise service query.
Workaround: none
Further Problem Description:

Cad does not install if the PC has IE version 7 , Fixed CSCsd83135

Symptom: Installing a CAD desktop product on a computer with IE 7.0 Beta installed on it will give a error message "Parameter Incorrect" after you enter the IPaddress and port number.
Conditions: IE 7.0 Beta 1 or Beta 2 is installed.
Workaround: Uninstall IE 7.0 and install IE 6.0.
Further Problem Description:

Calls Handled incorrectly described for Agent Statistics Display , Open CSCtd36980

Symptom: Calls Handled in the Agent Statistics Display is not defined accurately. Calls Handled is defined as: Number of inbound or outbound calls (ACD or non-ACD) that are answered at your extension. This can be verified by counting the number of entries whose Call Answered column displays "Yes" in the Agent Call Log for the current day.
Conditions: UCCX 7.0.1 using CAD Agent Statistics Display
Workaround: Calls Handled will not be incremented for outbound calls which is working correctly. Disregard the outbound calls statement from call handled. If the agent needs to count the outbound calls as handled the workaround from Bug ID CSCsm55227 must be implemented. 1. Navigate to C:\Program Files\Cisco\Desktop\config 2. Open FCRasSvr.cfg 3. Add the following lines to the configuration file [ReportParameters] CallReportIncludesOutbound=1 4. Save the configuration file. Restart Recordings and Statistics service
Further Problem Description:

IPCC stops sending messages to control CTI port , Open CSCsq24641

Symptom: IPCC stops sending messages to control CTI port
Conditions: This happens when a call is forwarded from another cti port
Workaround: use a transfer ie call redirect instead of a forward
Further Problem Description:

CAD logins and state changes severely lagged , Fixed CSCsh02642

Symptom: CAD software would "hang" for an extended period whenever a state change was requested or any other interaction took place with the server like delivering a call and popping to the front.
Conditions: CRS 4.0(4)SR1 CCM 4.2(1)SR1 DC Directory 2000.4.2 SR7 JATPI 2.2(1.15) NIC cards and their respective LAN switch ports are hardcoded to 100/full The actions are eventually successful but take place 30-60 seconds after requested, for instance, the CAD software may pop to the front with the call data 30-60 seconds after the agent has answered the phone. When this happens, we see a number of errors from the Call/Chat service in the Application Event Log in a form like this: "FCCS260 Caught Exception sending message to application , logout application. "
Workaround: Variants on this message are logged in the Event Log and in \program files\cisco\Desktop\log\FCCServer000X.log. We seem to be able to restore normal service by restarting just the Call/Chat service.
Further Problem Description:

Tar file not getting deleted , Fixed CSCsl07961

Symptom: While scheduling Backup and restore for more than one day.
Conditions: Tried scheduling backup and set to preserve latest two tar files.
Workaround:
Further Problem Description: Tried scheduling backup and set to preserve latest two tar files.The backup files are added to the network drive everyday.All tar files are present.The old backup files are not getting deleted.