Hybrid Message Status on Expressway
Each Expressway connector host enables part of your Hybrid Message deployment and shows status information about that part only. This is useful if you already know that a specific Expressway is affected by, or responsible for, an issue.
If you are looking for a more general overview of your service status, open your Hybrid Message deployment in Control Hub.
The status information page is at
. The information shown there falls into the following categories:-
Connectivity to Webex
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User and usage stats
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Connections to IM and Presence Service infrastructure
The status page and this reference topic are ordered by the level of impact that the status item will have on your service.
Connectivity to Webex
If this status is anything other than "Operational", then there is a problem between this Expressway and Webex. It could be a problem with the Expressway (check ), the service (check status.webex.com), or the network between them (check the proxy if you have one, check firewalls allow outbound HTTPS connections, use network diagnostic tools to establish if routes exist).
Message Service User Totals (this Expressway)
This part of the status page is about the total user populations known to this Expressway cluster. The numbers are common across this connector host cluster, because all nodes in the cluster share the Hybrid Message configuration (where you entered the publisher address and account details).
Users from connected IM and Presence clusters is the count of users that the connector gathers from the directly connected IM and Presence Service infrastructure. These users are "homed" on (or "local" to) the IM and Presence clusters whose publishers' details you entered on this Expressway cluster's primary node.
We need to distinguish this number because, when the connector makes AXL queries to those publishers, the publishers return all the users they know about. This includes 'intercluster' users, which the queried publishers know about because ICSA (Intercluster Sync Agent) is working across multiple IM and Presence clusters.
This number is the theoretical maximum of users that you could have using the service through this connector host cluster. In practice, you would probably enable a smaller subset of these, as part of a migration plan.
Users from all IM and Presence clusters (ICSA) is the count of users known to all IM and Presence clusters that are synchronized (by ICSA) with the publishers you added to the connector configuration. The number includes the count of local users (the previous number in this section). So, when you read the two numbers, you can think of them as, for example, 300 of 1000, if 300 users are homed on the directly connected IM and Presence clusters and 1000 are synchronized between multiple IM and Presence clusters.
You can use the relationship between these numbers to help validate or troubleshoot your Message Service deployment. For example, if you know you should have 1000 synchronized users but the total is less, you may have an intercluster sync agent problem. If you only have one cluster, or if all the IM and Presence publishers are configured on this connector, then the two numbers should be the same. If both numbers are 0, it could indicate an AXL query problem or a message connector configuration problem.
Users Enabled for Hybrid Message Service is the number of Hybrid Message-enabled users that Webex has assigned to this particular Expressway cluster. It is typically smaller than Users from connected IM and Presence clusters.
When you grant the message service to your users in Control Hub, the cloud communicates with the connector hosts to determine which connectors know about those users. The cloud then assigns those users to those connectors in a balanced way.
Active Message Service Users is the count of enabled users that are currently using the Hybrid Message. Users are considered Active if, within the 72 hours leading up to now, they have used Webex App to read or write messages to or from Cisco Jabber. It is also shown as a percentage of Users Enabled for Hybrid Message Service.
Users not Active for 72 Hours or more is the count of enabled users that are not currently using the Hybrid Message. Within the rolling 72 hour period up to now, these users did not use Webex App to read or write messages to or from Jabber. The connector uses this characteristic to improve performance, by deleting any sessions that are held by inactive users. In typical usage across your deployment, you can expect there to be some inactive users (holiday etc.) but the number should typically be lower than the Active users. It is also shown as a percentage of Users Enabled for Hybrid Message Service.
Message Service Status (IM and Presence Nodes)
This section of the page is about the connector's relationships with directly connected IM and Presence nodes.
For each IM and Presence publisher (the address you entered during configuration) there is at least one discovered node (itself) and there may be up to six in total.
The following status information is shown for each node in each IM and Presence Service cluster:
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Node Version is the IM and Presence Service software version, as reported by the particular node.
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Node Status should be "Operational". The "Outage" status indicates a problem with that IM and Presence Service node, or the connection to it.
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Certificate validation is either On or Off, depending on the choice you made when you connected to this node's publisher. If it's On (default), then the Expressway must be able to validate the certificate presented by this node, or the Hybrid Message will not work.
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Message Service Users from this Node is the count of Hybrid Message-enabled users who are assigned to this connector and are homed on this IM and Presence Service node. Each IM and Presence Service node that is listed on this status page contributes a portion to the total count of Users Enabled for Message Service, shown near the top of the page.
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Active Message Service Users is the count of enabled users that are currently using the Hybrid Message, and are homed on this IM and Presence Service node. Each IM and Presence Service node that is listed on this status page contributes a portion to the total count of Active Message Service Users, shown near the top of the page.
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Users not Active for 72 Hours or more is the count of enabled users that are not currently using the Hybrid Message, and are homed on this IM and Presence Service node. Each IM and Presence Service node that is listed on this status page contributes a portion to the total count of Users not Active for 72 Hours or more, shown near the top of the page.