Field Notice: FN - 70182 - Unified Contact Center Express Database Primaryship Changes After Connection Pool Runs Out of Connections to DataSource - Software Upgrade Recommended

Notice

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Revision History

Revision	Publish Date	Comments
1.0	09-Jul-18	Initial Release
1.1	26-Jun-20	Updated Terminology

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Unified Contact Center Express Critical Updates	Unified CCX 11	11.5(1), 11.5(1)SU1, 11.0(1)
NON-IOS	Unified Contact Center Express Software	Unified CCX 11	11.6(1)

Defect Information

Defect ID	Headline
CSCvg58622	Database primaryship Changes After Connection Pool Runs Out of Connections to DataSource

Problem Description

Unified Contact Center Express (UCCX) database primaryship changes after the Cisco Unified CCX Cluster View Daemon service fails to connect to the primary Cisco Unified CCX Database service.

Background

UCCX runs out of connections from its connection pool to connect to the primary database, so database primaryship fails over to the High Availability (HA) node if an HA node exists.

This issue is triggered by the start of the nightly purge process. This process is configured on the UCCX application administration page under Tools > Historical Reporting > Purge Schedule Configuration.

Every time the scheduled purge process is run, two connections from the Cluster View Daemon service to the database are leaked. After roughly 75 days, the Cluster View Daemon service runs out of possible connections to the CCX database. After the Cluster View Daemon service sees that it cannot connect to the database, database primaryship changes.

Problem Symptom

The problem symptoms include:

• The Primary UCCX server has its CCX database service on Standby and shows as Out of Service.
• Syslogs and Real-Time Monitoring Tool (RTMT) show HISTORICAL_DB_WRITE_FAILED alerts from the engine since the CCX database is Out of Service.
• If there is an HA server, the HA Standby server shows the CCX database service as the Primary service.
• No configuration changes are possible.

Workaround/Solution

A CCX Cluster View Daemon restart closes all connections in the connection pool and allows new connections to be made afterwards.

Off hours, enter utils service restart Cisco Unified CCX Cluster View Daemon on the impacted node. Ensure the correct node is the primary afterwards as restarting the Cluster View Daemon service causes primaryship failover.

Once the system is recovered, go to the CCX Administration page and choose Tools > Historical Reporting > File Restore in order to restore the data that was written to flat files while the database was down. It is recommended to perform this operation during a maintenance window or during periods of low call volume if the flat files have been created for multiple days in a high call volume environment.

Unified Contact Center Express 11.5(1) SU1 ES03 Software Download

Unified Contact Center Express 11.6(1) ES02 Software Download

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:

• Open a service request on Cisco.com
• By email
• By telephone

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