Guest

Cisco Unified Contact Center Express

UCCX: Error Occurs When an Application is Created or Updated

Document ID: 112199

Updated: Nov 01, 2012

   Print

Introduction

This document discusses how to troubleshoot issues that occur when you attempt to create or update an application in Cisco Unified Contact Center Express 8.x/7.x.

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.x/7.x.

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.

Error: It is not recommended to update the application as Engine heap memory usage exceeded configured threshold

When you attempt to update the application, this error message appears:

It is not recommended to update the application as Engine heap memory usage
exceeded configured threshold. Click OK to continue and Cancel to exit

In addition, automatically generated heap dumps (hprof files) can be present in C:\Program Files\wfavvid\log\MIVR

This occurs when a large number of DeferredDocumentImpl objects are retained in the heap and multiple large XML documents are loaded into the memory under load of the UCCX Engine.

This issue is documented by Cisco Bug ID CSCtf13713 (registered customers only)

Solution

Try one of these workarounds in order to resolve the issue.

  • Reduce the number and size of the XML documents used in the call flow.

  • Do not use multiple large XML documents to dictate scripting logic, use calls to a database instead.

  • Restart the UCCX Engine at regular intervals based on call volume.

  • Modify the script to use a global session to get the XML data. In this case, one copy of the XML file is loaded into a global session the first time it is needed by a call. Subsequent calls looking for the same information in the XML file no longer load the XML file into memory per call. Rather, they go to the global session and attain the data needed. This allows only one copy of the XML file to be loaded into the heap, and it is retained in the heap for the life of the session. If there are no calls that require information from XML files loaded into the session for 30 minutes, the session is aged out and all XML documents unloaded from the heap. Once a new call comes in that requires XML data, the session is recreated automatically and the XML files loaded into the heap on demand again.

    You can find some useful programming resources in the Script Repository Readme under Cisco Unified Contact Center Express Design Guides.

Error: Repository Data Store not initialized

When you try to access Script Management from Applications > Script Management, this error message appears:

Error reading Scripts
Repository Data Store not initialized. 
Please activate the Repository Data Store by
navigating to control center page.

Solution

Complete these steps in order to resolve the issue:

  1. On the UCCX server, choose Start > Programs > Cisco Unified CCX Administrator > Cisco unified CCX Serviceability Utility.

  2. In the Process Activation box, enable the Cisco Desktop LDAP Monitor Service , Cisco Desktop Sync Service and the Microsoft SQL agent service.

  3. Run services.msc, and restart the Cisco Unified Node Manager service.

Scripts with the Create File Document Step Fail

Scripts that use the CreateFileDocument step to load a file, such as an XML file, from the current working directory fail with the access denied security exception. This issue occurs when the Pre-UCCX 8.x script is imported to Cisco Unified Contact Center Express 8.x and contains the CreateFileDocument step that either references a specific windows-style path or CreateFileDocument("test.xml").

This issue is documented in Cisco bug ID CSCti89552 (registered customers only) .

Solution

While accessing an XML document that is uploaded into the document repository, the CreateFileDocument is not needed. Instead, use the CreateXMLDocument(DOC[test.xml]) to reference the XML document to be read.

Note:  If accessing a file that is not uploaded into the repository, it is recommended that the file be first uploaded and then referenced in the script.

Error: Insufficient BLOB data

When an XML file is read into the script, the Insufficient BLOB data error message is received.

Solution

This is due to an issue with the way the large files are handled by the script. They are read in, but exceed the memory of the system. Adding the Cache Document step allows the script to allocate enough memory to the script, thereby allowing the document to be uploaded successfully.

Related Information

Updated: Nov 01, 2012
Document ID: 112199