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Cisco Unified Contact Center Express

UCCX 8.x: Unable to Delete Inactive Agents

Cisco - UCCX 8.x: Unable to Delete Inactive Agents

Document ID: 113587

Updated: Jun 21, 2012

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Introduction

When trying to delete inactive agents with Cisco Unified Contact Center Express 8.x, the Error occurred while deleting an Inactive Agent error message is received. This document describes how to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unified Contact Center Express 8.0.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

The users which are already removed from Cisco Unified Communications Manager are listed as inactive agents in UCCX. However, when you try to delete the inactive agents (Subsystems > RmCm > Resources > Inactive Agents > Check All > Delete), this error message is received:

Error occurred while deleting an Inactive Agent

In addition, new agents are not listed as Resources.

Solution

In order to resolve this issue, try one of these workarounds:

  • Disable the CDS/HDS on the primary node and enable it on the second node. Once complete, the CCX DB service comes back IN SERVICE. The inactive agents can be deleted now.

  • Reboot the servers after resetting the CDS/HDS and replication.

  • On the secondary server, restart these services:

    • Cisco Tomcat

    • Cisco Unified CCX Cluster View Daemon

    • Cisco Unified CCX Database

    Once complete, the CCX DB service comes back IN SERVICE. The inactive agents can be deleted now.

  • Verify the following:

    • Go to Start > Programs > Microsoft SOL server > Client Network Utility, and click the General Tab. Under the Enabled protocols by order, make sure that TCP/IP is listed and is shown as the first in the list.

      delete-agents-01.gif

    • Perform a data check on the server, and make sure that there is no mismatch between the CTI ports and route point on UCCX and CUCM. If there is some mismatch, perform a data re-sync during non production hours, and then restart the CCX ENGINE SERVICE.

Related Information

Updated: Jun 21, 2012
Document ID: 113587