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UCCE: Agent Re-skilling Tool Shows SQL Error

Cisco - UCCE: Agent Re-skilling Tool Shows SQL Error

Document ID: 113474

Updated: Mar 21, 2012

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Introduction

The Unified Contact Center Enterprise (UCCE) Agent Re-skilling tool is an optional, browser-based application designed for use by IPCC Call Center supervisors. This tool allows you to change the skill group designations of agents on your team, and quickly view skill group members and details on individual agents.

This document discusses how to troubleshoot the SQL errors which occur when you use the UCCE Agent Re-skilling tool to add or remove skills.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unified Contact Center Enterprise 8.5(2).

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

SQL error messages are received when you try to add or delete skills for the agents using the UCCE Agent Re-skilling tool.

When the skills are added, this message is received:

SQL Server Error 
Error: 2627, State 1, Severity: 14 
Violation of PRIMARY KEY constraint 'XPKSkill_Group_Members'. 
Cannot insert duplicate key in object 'dbo.t_Skill_Group_Member'.

When the skills are deleted, this message is received:

delete t_Skill_Group_Member where SkillGroupSkillTargetID = <ID>
 and AgentSkillTargetID = <ID>' did not locate a record.
 The database that originated the query does not match the Logger database.

However, if you look at the configlogger logs, you can see that the add/delete occurred twice. The re-skill occurs fine, but it displays the error message due to the duplicate add/delete.

This occurs when using an Internet Explorer 8 browser to add or remove agent skills, then clicking the save button at the bottom of the page.

Solution

As a workaround, use the save button at the top of the web page in order to save the changes, or use a different supported browser. For information on browser support, refer to UCCE Browsers. This issue is fixed in UCCE 8.5(4) and 9.0(1). Refer to Cisco bug ID CSCtw88666 (registered customers only) .

Related Information

Updated: Mar 21, 2012
Document ID: 113474