Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Troubleshooting
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Troubleshooting

Packaged CCE logs

You can download several types of Packaged CCE log files from the Unified CCE Administration interface.

Packaged CCE component log files

Use the Log Collection tool to collect logs for Unified CCE, Unified CVP, and Unified Communications Manager. You can select individual or multiple components for log collection, and specify the start and end time for the logs. The maximum duration for log collection is two hours. See Log collection for more information.

Bulk job logs

A log file is generated for each bulk job. The log file is retained until the bulk job is deleted and contains details about each operation that was executed, as well as a summary indicating whether the bulk job completed successfully or failed.

Follow this procedure to open the log:

  1. Open the Bulk Jobs tool.
  2. From the List of Bulk Jobs, click the ID to go to the View Bulk Job page.
  3. Click Log File Download. If the job is still processing, click Download again to review the updates as the job progresses. You must authenticate to open or save this file. If your deployment includes two Administration and Data server hosts, Download is disabled if the bulk job was created using Unified CCE Web Administration on a host that is different from the host on which the job is being viewed. Sample log file:
2012-08-03T14:31:05-04:00 - Job created
2012-08-03T14:31:05-04:00 - Job started
2012-08-03T14:31:05-04:00 - Processing line 1: Header
2012-08-03T14:31:05-04:00 - Processing line 2: operation=CREATE, 
agentId=1000, userName=asmith, firstName=Agent, lastName=Smith, 
password=secret, loginEnabled=true, description=Agent Smith, 
agentStateTrace=false,agentDeskSettingsName=Default_Agent_Desk_Settings, 
agentTeamName=robots, skillGroups=sg1;sg2, defaultSkillGroup=sg1, 
attributes=, supervisorUserName=, domainName=, supervisorTeams=
2012-08-03T14:31:06-04:00 - Created /unifiedconfig/config/agentteam/5097
2012-08-03T14:31:08-04:00 - Created /unifiedconfig/config/skillgroup/12867
2012-08-03T14:31:09-04:00 - Created /unifiedconfig/config/skillgroup/12868
2012-08-03T14:31:11-04:00 - Created /unifiedconfig/config/agent/12869
2012-08-03T14:31:11-04:00 - Processing line 3: operation=UPDATE, agentId=, 
userName=neo, firstName=Mister, lastName=Anderson, password=passw0rd, 
loginEnabled=true, description=Neo, agentStateTrace=true,
agentDeskSettingsName=~, agentTeamName=~, skillGroups=, defaultSkillGroup=~,
attributes=kungFu=9;actuallyKnowsKungFu=false, supervisorUserName=neo, 
domainName=foo.com, supervisorTeams=team1;team2
2012-08-03T14:31:11-04:00 - Error processing line 3: agentUserName: The 
specified agent userName does not exist neo.
2012-08-03T14:31:11-04:00 - Processing line 4: operation=UPDATE, 
agentId=1001, userName=, firstName=, lastName=, password=, loginEnabled=, 
description=, agentStateTrace=,agentDeskSettingsName=, agentTeamName=, 
skillGroups=, defaultSkillGroup=, attributes=, supervisorUserName=, 
domainName=, supervisorTeams=
2012-08-03T14:31:11-04:00 - Error processing line 4: agentId: 
The specified agent Id does not exist 1001.
2012-08-03T14:31:11-04:00 - Job partially completed due to errors
2012-08-03T14:31:11-04:00 - 3 lines processed, 1 succeeded, 2 failed
2012-08-03T14:31:11-04:00 - 1 agents created, 2 skill groups created, 
1 agent teams created

Native character sets

If you installed the Language Pack, the Sign-In window includes a Language drop-down menu. The drop-down menu includes more than a dozen languages. Pick any one of them to see the Unified CCE Web Administration interface and online help in that language.

Regardless of the language you select, for the optional Description field in all tools and the required First Name and Last Name fields in the Agent tool, you must enter characters that the database recognizes. If you do not, an error message appears, stating "The system does not support these characters."

System performance during database updates

Saving, editing, and deleting

The addition, update, or deletion of any object triggers a database update. The system can process a single update at a time. When an update is already in progress, the system queues subsequent pending updates.

The system can queue up to 50 pending updates. It places a timeout of 30 seconds on any pending update that is waiting in the queue.

While updates are pending or in progress, a spinning wheel, indicating progress, appears on the window during a save or deletion.

If your save or deletion is the 51st transaction in the queue, or if it waits in the queue for more than 30 seconds, an error message appears, indicating that your record was not saved or deleted. You do not need to refresh or navigate away from the page. You can try the save or delete action again.

Validation and capacity checks

The system performs the following checks when you initially save or edit and when you confirm a deletion. It performs the same two checks when the transaction reaches the head of the queue and is about to be written to the database.

  • Validation check. The initial validation checks if a required field is missing or if a field contains too many characters or invalid characters. The second validation ensures system integrity. For example, are you adding an agent to an agent team that was just deleted?
  • Capacity check.

If the transaction fails either check, an error message alerts you to the validation error or capacity restriction.