Cisco Unified Contact Center Enterprise

Manually Resync Logger B to Logger A

Document ID: 117650

Updated: Apr 30, 2014

Contributed by Stephan Hartman, Cisco TAC Engineer.



This document describes the issue of missing data from reports and how to recover the missing data from the logger.


If services are stopped on a logger, such as due to a network or service outage, data could be missing on the reports. The logger that is missing data needs to be resynced to its peer and then the Historical Data Server (HDS) is reconfigured to pull back the missing data from the logger.


In this example, services were stopped on Logger A due a network outage. Complete these steps in order to resync Logger B to Logger A.

From SQL Management Studio:

  1. Back up the Logger A and Logger B databases (Logger A is for safety precautions).
  2. Take the backup file for Logger B and transfer/FTP it to the Logger A server.
  3. Stop Logger A services from service control (this does not impact call routing).
  4. From the Logger A server, restore the database with SQL Management Studio:
    1. Right-click the database and choose Task > Restore > Database.
    2. Click From device and choose <database>.bak.
    3. Check the Restore check box.
    4. Click the Options tab.
    5. Click Overwrite the existing database.
    6. Click OK.

      The restore shows no progress while the backup file is checked for corruption, but it shows progress once the import has started.

      The length of time to check the database for corruption is dependent on the speed of the server and size of the database.

  5. Start Logger A services.
  6. Enter the Intelligent Contact Management database administration (ICMDBA) with this command:
  7. Go to the server's hostname and choose Instances > your instance name > UCCE component > database name.
  8. From the main menu, choose  Data > Spaced Used Summary. Verify that in the report displayed both Logger A's and Logger B's min DateTime and max DateTime match.

    Note: Ensure BOTH min DateTime and max DateTime match!

  9. Since the recovery keys on Logger A were changed to match Logger B, ensure that the HDS which points to Logger A obtains this new set of keys so that it can sync with Logger A. Enter this SQL command against the HDS database:
    Truncate table Recovery
  10. Ensure the command /all has been added to the HDS registry under HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\{Instance Name}\Distributor\NodeManager\CurrentVersion\Processes\rpl.
    For example: /db lab_hds /client /name {hostname} /replicationport 40026 /recoveryport 40028 /all
  11. Cycle the HDS services (this will not impact call routing). Allow enough time for the data to be replicated (Logger > HDS). This could take as long as 24 hours.
  12. Verify BOTH min DateTime and max DateTime match between Logger A and Logger B and between HDS1 and HDS2 using the ICMDBA Spaced Used Summary report.
Updated: Apr 30, 2014
Document ID: 117650