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Field Notice: FN - 63565 - Unified Contact Center Express (UCCX) fails to backup critical CAD data

Field Notice: FN - 63565 - Unified Contact Center Express (UCCX) fails to backup critical CAD data

September 13, 2012


NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Date Comment
1.0
13-SEP-2012
Initial Public Release

Products Affected

Products Affected
CCX BACKUP/RESTORE - UCCX 8.5(1)SU2 (8.5.1.11002-22)
CCX BACKUP/RESTORE - UCCX 8.5(1)SU3 (8.5.1.11003-32)

Problem Description

UCCX backups are failing to backup critical CAD data. The backup of UCCX reports success, but the CAD LDAP data is not included in the backup. If the backup is restored the CAD LDAP database will not be present on the restored system.

Background

Through the Disaster Recovery System Administration page, view the Backup Status. Open the log file for the CCXComponent backup component. The following message may be seen in the log file:

2012/08/25 23:15: Calling CAD component backup scripts
2012/08/25 23:15: Executing cmd: /opt/cisco/uccx/drf/backup/cad_do_backup.py /common/drf/backup.log
2012/08/25 23:15: Create Temporary directorys in staging area
2012/08/25 23:15: Backup LDAP
2012/08/25 23:15: Backup LDAP Script failed to work
2012/08/25 23:15: CAD component backup completed

Problem Symptoms

Users may notice the loss of CAD workflows, CAD services failing to start, and failure of login from CAD after a Restore operation.

Workaround/Solution

If you are running 8.5(1)SU2, download and apply 8.5(1)SU2ES03 (ciscouccx.851SU2.ES03.cop.sgn) available on Cisco.com at Download Software.

The readme posted with the COP file will have installation instructions. After installation and subsequent manual or automatic backup, verify backups are completing successfully using the Solution Verification section of this document. Once a backup containing the LDAP has been obtained, apply UCCX 8.5(1)SU3 and monitor for subsequent backup failures.

If you are running 8.5(1)SU3 and you find the "Backup LDAP Script failed to work" error above in the CCXComponent backup log, please contact TAC for resolution.

Solution Verification
Complete a backup of UCCX. Through the Disaster Recovery System admin page, view the Backup Status. Open the log file for the CCXComponent backup. The following message indicates CAD's LDAP was backed up successfully.

2012/04/16 10:24: Calling CAD component backup scripts
2012/04/16 10:24: Executing cmd: /opt/cisco/uccx/drf/backup/cad_do_backup.py /common/drf/backup.log
2012/04/16 10:24: Create Temporary directorys in staging area
2012/04/16 10:24: Backup LDAP
2012/04/16 10:25: Done executing Backup LDAP Script
2012/04/16 10:25: Backup recording files

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

DDTS Description
{CSCtz34126} (registered customers only) DRF reports backup as "SUCCESSFUL" even when LDAP backup script fails
{CSCub03368} (registered customers only) UCCX Backup LDAP Script fails to run
{CSCub72642} (registered customers only) UCCX: ServM reports service as STARTED when it is stopped

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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