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Cisco Unified Contact Center Enterprise

LDAP Monitor Server Not Failing Over

Document ID: 40440

Updated: Sep 26, 2005

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Introduction

This document describes the Lightweight Directory Access Protocol (LDAP), explains how it functions, and details some troubleshooting steps to determine why the LDAP Monitor Server is not failing over.

Before You Begin

Conventions

For more information on document conventions, see the Cisco Technical Tips Conventions.

Prerequisites

Readers of this document should be knowledgeable of the following:

  • Cisco Intelligent Contact Management (ICM) functionality

  • IP Voice and Networking experience

  • Working knowledge of Cisco Agent Desktop

Components Used

The information in this document is based on the software and hardware versions below.

  • Cisco ICM version 4.6.2 and later

  • Cisco Agent Desktop 3.0 and later

  • Microsoft Windows NT Registry Utility

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.

Description

The Directory Services server is an LDAP server. All other Cisco Desktop servers register with the Directory Services server at startup. An optional secondary Directory Services server can be installed to provide redundancy for the primary Directory Services server. This secondary Directory Services server must be installed on a separate machine.

This document assumes you have run through setup from Cisco Agent Desktop, and have configured PG1A to be the primary LDAP server and PG1B to be the secondary (backup) LDAP server. During testing, agents are unable to log into Cisco Agent Desktop when the primary LDAP service (PG1A) is stopped. See the following sample log:

18:13:34 11/07/2002 INFO   NTSVC  The Windows NT service 
  received a stopmessage from the Windows NT service manager.
18:13:34 11/07/2002 INFO   NTSVC  The Windows NT service has stopped.
18:13:36 11/07/2002 INFO   NTSVC  running as NT service..Cisco 
  Desktop LDAP Monitor
18:13:36 11/07/2002 INFO   NTSVC  starting NT service...
18:13:36 11/07/2002 MAJOR  NTSVC Begin
18:13:36 11/07/2002 MAJOR  NTSVC End
18:13:36 11/07/2002 INFO   NTSVC  The Windows NT service has started.
08:40:00 11/14/2002 INFO   NTSVC  The Windows NT service received 
  a shutdown message from the Windows NT service manager.

After the initial setup of Cisco Agent Desktop, you must define which Peripheral hosts the primary LDAP service and which Peripheral hosts the secondary (backup) LDAP service, if configured. Also, it is recommended that you use IP addresses instead of host names in the designated fields to avoid a Domain Name System (DNS) issue.

The secondary Directory Services server (LDAP) provides read access only to its database and it only receives its information from the primary LDAP server.

Note: You do not get true failover redundancy for agents that connect to the secondary Directory Services server with the most current version of Cisco Agent Desktop 4.4 today. However, if a secondary LDAP is configured, agents can log in and receive customer calls.

Resolution

For verifying the configuration and confirming the primary or the secondary LDAP server is running, there are several common things to check.

There are two parts for the Cisco Agent Desktop LDAP solution.

  • LDAP Server, uses the slapd.exe process

  • LDAP monitor service

The sole function of the LDAP monitor service is to start and watch the actual primary LDAP server (slapd.exe process). If it fails for any reason, it restarts, by design.

If you want to completely stop the LDAP server (slaped.exe process), you must stop the LDAP monitor service since they are both tied together. This is done by accessing Start > Programs > Administrative Tools > Services.

Refer to Figure 1 and Figure 2. You can see what needs to be configured at the agent level along with the registry key at the agent level, which allows you to verify the initial setup.

During the Agent Install Process the Windows dialog box called Directory Services Server Information appears. See Figure 1.

In the Directory Services Server Information dialog box, enter the IP address of the primary Directory Services (LDAP) server, and then click Next. If you install a backup (secondary) Directory Services server, enter the IP address of the server where the backup server is installed.

Figure 1: Directory Services Server Information

LDAPFailover-1.gif

The LDAP server agent users are setup in the agent's registry under the following Site Setup key:

HKEY_LOCAL_MACHINE/Software/Spanlink/Site Setup
Figure 2: Registry Key

LDAPFailover-2.gif

Note: There are values for LDAP_HOSTA and LDAP_HOSTB if a secondary has been setup and configured during installation.

This registry key is what the Cisco Agent Desktop program looks to when it starts. You may consider rerunning setup at the agent level or try modifying the registry key above. Make sure there is an entry in both. Verify the IPs are different and represent the correct primary and backup LDAP servers.

In order to start dsbrowser, complete these steps on the primary and secondary LDAP servers:

  1. Click Start > Run.

  2. Enter this command in the Open field.

    "C:\Program Files\Cisco\Desktop_config\Util\
      dsbrowser.exe" /editable
  3. Click OK. The Directory Servces Login window opens.

  4. If the IP address is valid and the Local Call Center name is correct for the primary LDAP server, enter the password and click OK.

Figure 3: Directory Services Login

LDAPFailover-3.gif

Another way to start dsbrowser is to choose Start > Programs > Cisco > Desktop > Utilities, then open dsbrowser. The Directory Servces Login window opens.

Another file called replog located on the primary LDAP server, if there is a secondary LDAP server configured, can be viewed to determine if there are current errors with failovers.

Note: If the replog file size is very large (100MG+), this can indicate a problem.

It is the best practice to have all agents point to the primary LDAP service by default.

If agents are unable to log into the LDAP server through Cisco Agent Desktop and the LDAP monitor service is running, then try using CTItest utility. Contact the Cisco Technical Assistance Center (TAC) to confirm there is a Cisco ICM configuration issue.

At the agent level, there may not be a backup LDAP server configured so that when you stop the LDAP monitor service, the primary LDAP server stops as well, due to the inter-relationship, thus agents cannot log in.

Agent level tracing can be set, as noted below, to gather specific agent information:

  • Agent Desktop provides the following functionality:

    • Screen POP

    • Call Control

    • View Agent Reports

      • Stats

      • Call Logs

      • Agent State Logs

      • Call/Chat

      • Enterprise Data

  • Application Name: fastcall.exe

  • Log File Directory: <Install Dir>\log

  • Log file Name: agent[.dbg / .log]

  • Config File Directory: <Install Dir>\config

  • Config File Name: fastcalllocal.ini

  • How to increase the debug level for application:

    • Level = 6 - for call/chat app

    • Level = 10 - for basic CTI debugging, enterprise traces, fchooker

    • Level = 11 - for lower level communication between Cisco Agent Desktop and CTI Server

    • Level = 170-179 - for RASCAL Traces

    • Level = 3000-3100 - agent state traces

    • Level = 4000-4100 - LDAP traces

    • Level = 8000 - full blown

Restart desktop after changing debug level.

Note: Use level 4100 to capture LDAP information.

UCCX LDAP monitor errors in the Event Viewer

Problem

Cisco Desktop LDAP Monitor Service errors appear in the Event Viewer about every ten seconds. The errors indicate:

LM0012 Slurpd process died.

Solution

Essentially, slurpd is the replication process for the onboard UCCX LDAP. Another process named slapd allows connectivity to the local LDAP, then slurpd takes over the replicate changes in one LDAP to the other. A process named LDAP Mon Server controls both of these sub-processes.

If the UCCX version is 5.0.2, complete these steps in order to resolve the issue:

  1. Disable and stop the Cisco LDAP Monitor Service in Windows Service Console on both the UCCX Primary and Secondary servers.

  2. Browse to the C:\Program Files\Cisco\Desktop\log\replica folder on both UCCX servers.

  3. Delete all files in the folder.

  4. Set the Cisco LDAP Monitor service back to Manual and start the service.

Related Information

Updated: Sep 26, 2005
Document ID: 40440