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Cisco Unified Contact Center Express

CUIC XMPP Messaging Infrastructure Error in Live Data Reports

Document ID: 117741

Updated: Jun 25, 2014

Contributed by Abhiram Kramadhati, Cisco TAC Engineer.

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Introduction

This document describes the error, "Error updating the filter information. XMPP Messaging infrastructure error" when you access Live Data reports on the Cisco Unified Intelligence Centrer (CUIC). Live Data reports are new reports introduced in CUIC and are the equivalent of the real-time reports of Cisco Unified Contact Center Express (UCCX).

CUIC opens a subscription to the OpenFire instance of UCCX in order to obtain data from the UCCX engine. OpenFire is an open-source real-time collaboration server that uses Extensible Messaging and Presence Protocol (XMPP) as its messaging protocol.

When you access the Live Data reports, this message appears: Error updating the filter information. XMPP Messaging infrastructure error. This error occurs when the CUIC is unable to subscribe to the OpenFire instance which happens in one of two scenarios:

  • The OpenFire (CCX Notification Service) is down
  • There is an issue with the subscription 

Problem 1. OpenFire (CCX Notification Service) is Down

Step 1:  Verify that the UCCX notification service runs Cisco Unified CCX Notification Service

Step 2: Collect the CUIC logs and look for this line:

0000000206: Dec 04 2013 18:52:51.146 +0530: 
%CCBU__CUIC_REALTIME-3-XMPP_USER_CONNECTION_FAILURE: %[error_message=The connection
listener has detected that the connection was dropped due to an error: stream:error
(system-shutdown)][exception=stream:error (system-shutdown)]: Failed to connect
and/or authenticate with the XMPP server

Solution

Start the Cisco UCCX notification Service and restart CUIC services. See also XMPP Messaging Infrastructure Error While Running a Gadget or Live Data Reports.

Problem 2. Issue with Subscription

When you upgrade to Release 10.x or any previous release, the system is not checked for Domain Name Service (DNS) configuration. It is possible that the system previously used Release 8.0 where DNS is not mandatory. When you upgrade to Release 10.x, you can add the DNS and domain.

Sometimes, the Fully Qualified Domain Name (FQDN) is not updated in a particular file. See this example:

Server name: uccx10pub

The domain cisco.com is added.

The internal file cuic_common.properties shows this:

## XMPP Connection details
xmppServerHost =uccx10pub
xmppServerPort = 5222
xmppServerDomain =uccx10pub
xmppServerPubsub_domain =uccx10pub
xmppServerUsername = admin
xmppServerPassword = admin
xmppScheme = https

 The internal file cuic_common.properties should instead look like this with the FQDN:

## XMPP Connection details
xmppServerHost =uccx10pub.cisco.com
xmppServerPort = 5222
xmppServerDomain =uccx10pub.cisco.com
xmppServerPubsub_domain =uccx10pub.cisco.com
xmppServerUsername = admin
xmppServerPassword = admin
xmppScheme = https

CUIC logs show this error with the subscription:

0000000114: 172.16.20.153: May 11 2014 21:55:54.467 -0400: 
%CCBU__CUIC_REALTIME-3-SUBSCRIBE_RESPONSE_ERROR: %[NodeId=cuic-ccx.name1-<
00CD2DC42C88036195B657E23C195223][Payload=null]: Received an error for the subscrbe/
unsubscribe request 0000000010: 172.16.20.153: May 11 2014 21:55:54.467 -0400:
%CCBU_CUIC_MODEL_OBJECTS-3-EXCEPTION: %[EXCEPTION=Exception occured during
creation + subscription of the node in xmpp server. node id cuic-ccx.name1-
00CD2DC42C88036195B657E23C195223 User Name : ccx.name1]: There was an exception
that occurred. 0000000011: 172.16.20.153: May 11 2014 21:55:54.471 -0400:
%CCBU_CUIC_MODEL_OBJECTS-3-EXCEPTION: %[EXCEPTION=com.cisco.ccbu.cuic.businesslogic.
xmpp.CuicXMPPException: Exception during subscription to openfire. node id: cuic-ccx.
name1-00CD2DC42C88036195B657E23C195223, User Name: ccx.name1]:
There was an exception that occurred.

This issue is documented by Cisco bug ID CSCuo75043.

Solution

Add domain information and DNS before you perform the upgrade. The Technical Assistance Center (TAC) can obtain a remote support account and manually update the file with the FQDN.

Updated: Jun 25, 2014
Document ID: 117741