Contact Center Express Hot Issues from Cisco TAC

UCCX: Unable to non-Reactively debug script with Doc step, Fixed CSCue59553

Symptom: When using the non-Reactive debugger to step through a Document step, such as "Create XML Document", it fails to execute showing the following error message: "Source Document variable "start" has null value"
Conditions: 8.5(1) SU3 and 9.0(2).
Workaround: Use Reactive Debugging instead.

Unchecking Non ACD Monitoring/Recording Causes All Mon/Rec To Fail, Fixed CSCue35477

Symptom: All monitoring and recording fails with no audio in the recorded files or heard by the supervisor.
Conditions: In Desktop WebAdmin, under Services Configuration > Multiline, Monitoring & Recording > Display Settings, if Monitor/Record Non-ACD Calls is unchecked, then all recording and monitoring will fail.
Workaround: Enable the Monitor/Record Non-ACD Calls checkbox to allow all recording/monitoring to function properly. Agents need to close and re-open CAD to be able to be recorded.

UCCX AppAdmin Resources and Skills pages access and updates very slow, Fixed CSCug18648

Symptom: When accessing Resources and/or Skills pages, access is sometimes very slow. More impacting, when trying to change skills for an agent, it takes really long time (i.e. action like removing 10 skills from an agent can take 3-4 min to complete)
Conditions: UCCX 8.5
Workaround: None

slapd takes time to come up after a DRF backup due to ldap replication, Open CSCug60868

Symptom: Immediately after a drf backup, agents won't be able to login. Other LDAP operations (such as workflows, cisco desktop administrator, etc) will also be affected as slapd will be unavailable.
Conditions: From the logs we should see that slapd should not be running immediately after the backup.
Workaround: When this issue is seen after backup the following can be done: FROM THE SECOND NODE 1) From remote support go to /opt/cisco/uccx/drf/backup 2) Backup the file cad_do_backup.py to something like cad_do_backup.py.bak 3) Open the cad_do_backup.py file in a text editor like vim. 4) Scroll down to line 85 (which should read trace(" Backup LDAP ") ). 5) Comment that line by inserting the # symbol in front of it. Do the same for line 86, 87, 88, 89, 90, 91. It should look like this: #trace(" Backup LDAP " ) #command = "/opt/cisco/uccx/desktop/scripts/drfBackupLdap > /dev/null 2>&1" #ret = os.system(command) #if ( ret > 0): # trace(" Backup LDAP Script failed to work") # doExit(ret) #trace(" Done executing Backup LDAP Script")

UCCX: Maximum Length of Agent IDs Inconsistent, Open CSCud62892

Symptom: 1. Agents are unable to login as the agent ID input text box in Cisco Agent Desktop will only accept 31 characters. 2. Modifying an agent's team assignment from AppAdmin is not reflected in Cisco Desktop Administrator. The agent's team assignment in Cisco Desktop Administrator always shows 'Default'.
Conditions: The agent's userid is greater than 31, but less than 50, characters in length.
Workaround: Reduce the length of the agent's userid in the Cisco Unified Communications Manager End User database or in Active Directory.

UCCX: Admin Level CLI Command to Dump Historical Tables to Files, Open CSCub82919

Symptom: From the administrator level CLI, a user should be able to export historical reporting and configuration tables to files in a collectable location. This will reduce the need for Remote Support Accounts in troubleshooting historical reporting issues.
Conditions: It would be better to give a CLI command that dumps either specific tables (comma separated) or automatically dumps tables that are used by a report to CSV files in a location collectable via RTMT or the CLI (file get activelog /uccx/log/). This could be an enhancement to the already existing command 'run uccx sql db_cra ... file' which exports to a CSV in a user exportable location
Workaround: Use root access to dump the historical tables to files via the CLI.

UCCX: Backup Fails on CCXComponent during LDAP stop, Fixed CSCuf90452

Symptom: DRF Backup fails
Conditions: Server fails to stop the LDAP service
Workaround: None

VoIP Monitor service fails causing FCVoIPMonitor cores to be generated, CSCty48664

Symptom: Cisco Desktop VoIP Monitor Service fails and cores with the following backtrace: =================================== #0 0x00fcd7a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 #1 0x02766825 in raise () from /lib/tls/libc.so.6 #2 0x02768289 in abort () from /lib/tls/libc.so.6 #3 0x0279acda in __libc_message () from /lib/tls/libc.so.6 #4 0x027a0dc4 in malloc_consolidate () from /lib/tls/libc.so.6 #5 0x027a1c30 in _int_malloc () from /lib/tls/libc.so.6 #6 0x027a3aa1 in malloc () from /lib/tls/libc.so.6 #7 0x07dec2a3 in splk_std_internal::CharacterSink::CharacterSink () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #8 0x07deadd7 in splk_std_internal::ConvertUTF::utf8ToUtf32 () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #9 0x07f093d4 in splk_std::UtfUtils::internalUtf8ToUtf32 () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #10 0x080bf1dc in splk_std::UtfUtils::UtfConverter::toUtf32 () #11 0x080bf0e2 in splk_std::UtfUtils::toUtf32 () #12 0x080beed8 in splk_std::UtfUtils::UtfTranscoder::transcode () #13 0x080be5a0 in splk_std::UtfUtils::transcode () #14 0x07de4be1 in splk_std::Utf8Utils::utf8ToUnicode () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #15 0x07db82e8 in splk_std::EncodingUtils::convertUtf8ToUnicode () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #16 0x07eea68e in splk_std::ConnectionManager::RecoveryThread::sendHeartBeat () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #17 0x07eea5ca in splk_std::ConnectionManager::RecoveryThread::run () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #18 0x07eb7775 in splk_std_internal::ThreadPimpl::thread_func () from /opt/cisco/uccx/desktop/lib/libSplkStd.so #19 0x003863cc in start_thread () from /lib/tls/libpthread.so.0 #20 0x0280a96e in clone () from /lib/tls/libc.so.6 ====================================
Conditions: Unknown at this time.
Workaround: Restart Cisco Desktop VoIP Monitor Service from the UCCX Control Center should it fail.

"Runtime error" while running Agent Login Logout Activity Report, Fixed CSCud75545

Symptom: "Runtime error" while running Agent Login Logout Activity Report From the logs: 431: 10/26/2012 6:18:50 PM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_agent_log_activity ('2012-10-24 7:00:00', '2012-10-26 7:00:00', 0, 'NULL', 'NULL', 'NULL', 'OR|ECH Help Desk' )] 432: 10/26/2012 6:18:50 PM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22003: (-1214) Value exceeds limit of SMALLINT precision|Source Ifxoledbc|SQLState |NativeError -1214) 433: 10/26/2012 6:18:50 PM %CHC-LOG_SUBFAC-7-UNK:Prompting user with error (titleID=5127msgID=5128) 434: 10/26/2012 6:18:50 PM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
Conditions: Running Agent Login Logout Activity Report
Workaround: Contact TAC to get modified Stored Procedure file.

CAD enterprise data empty due to script timing issue, Open CSCug83528

Symptom: CAD enterprise data empty when a call is delivered to it. the script uses a 'Set Enterprise Data" step.
Conditions: The script and the call flow is such that there is a mismatch in the timing of execution i.e. the script might finish execution before the enterprise server gets the data.
Workaround: Add a 2second delay after the Accept step

UCCX: Not Ready Reason Code Report Does Not Display Custom Reason Codes, Fixed CSCue26150

Symptom: When running the Agent Not Ready Reason Code Summary report in CUIC, the time spent in a user defined Reason Code is displayed under the column heading 'Time In RC 32.751'
Conditions: The report is filtered by a user defined Reason Code.
Workaround: None.

Primary Server is showing In Partial under server list in APPADMIN, Terminated CSCua14859

Symptom: Under CCX Administration > System > Server > The Status of the Primary Server is showing In Partial, however, all the services of both nodes are IN Service under network services and through CLI.
Conditions: Happens in 8.0 release, if Reporting Server service is activated through CCX Serviceability Admin -> Tools -> Service Activation -> activate Cisco Unified CCX Reporting Server
Workaround: Reporting Server component is removed in 8.5 release. Please refer CSCti87796 for the details. As a workaround in 8.0 release, try either of these options 1) Verify if CCX Serviceability Admin -> Tools -> Control Center - Feature Services shows Reporting Server as INITIALIZING. In that case, either disable Reporting Server service or restart Engine on that node. Reporting Server goes into IN_SERVICE and thereby node goes into IN_SERVICE 2) Make the Reporting Server component as disabled by connecting through CET and updating the Component Config. Please restart Cluster View Daemon and Tomcat after making the changes through CET.

Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMT, Open CSCua44484

Symptom: Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMT
Conditions: non-GMT timezone
Workaround:

UCCX: Writing Bundle and Language Values in TUP.ini Should be Retried, Fixed CSCud88478

Symptom: Agents are unable to login and the following errors are shown when attempting to run the UCCX Client Configuration Tool: "The TUP.ini file on the server is missing a critical value for the Call Center Language" or "The TUP.ini file on the server is missing a critical value for the Bundle"
Conditions: This issue typically occurs after a Unified Contact Center Express upgrade. The TUP.ini file is missing the value for Bundle or CallCenterLang. This can be confirmed by accessing the following URL on the affected system and determining whether the values for these configuration parameters are blank: https://:8443/TUP/CAD/Maintenance/TUP.ini
Workaround: Update the Bundle value with the following CLI command: set uccx cad prefs SiteSetup Bundle "" Where is one of PRE_SEAT ENH_SEAT STD_SEAT Example: set uccx cad prefs SiteSetup Bundle "PRE_SEAT" If this fails, contact TAC to perform the following: 1. Modify the TUP.ini file manually at /usr/local/thirdparty/jakarta-tomcat/webapps/TUP/CAD/Maintenance/TUP.ini on both nodes. For English: CallCenterLang=1033 For Bundle (choose from one of the following based on the license package): Bundle=PRE_SEAT Bundle=ENH_SEAT Bundle=STD_SEAT 2. Save the file and restart License and Resource Manager on each node.

Documentation incorreclty states that CUCM cluster can be changed, Fixed CSCtz04523

Symptom: Documentation states that UCCX can be integrated with a different Call Manager cluster.
Conditions: Customer wants to integrate UCCX to a Call Manager cluster other then the one initially integrated with.
Workaround: You must rebuild the UCCX server to integrate with a different Call Manager Cluster.

UCCX: RTCSQSSUMMARY Table update causes partial query results, Fixed CSCue37977

Symptom: Real Time data table queries intermittently return partial data.
Conditions: Wallboard server or other querying device polls the table during the actual UCCX table update.
Workaround: If possible, select a polling interval which doesn't align with the UCCX table update interval. Or set the polling device to retry if it receives a partial data set.

Datastores out of sync but no feedback to user, Fixed CSCtq68799

Symptom: Databases are out of sync but there is no notification to the user except an innocuous message on the historical report that does not recommend any action to be taken. Message states something like the following: This report might not include complete data for calls received after 3/25/2011 5:00:03AM
Conditions: HA cluster and replication is good but sync thread shows a problem in the MCVD logs
Workaround: Resync the database manually from the Serviceability page

Apache Tomcat may be vulnerable to published vulnerabilities, Fixed CSCtx42930

Symptoms: Cisco UCCX includes a version of Apache Tomcat that is affected by the vulnerabilities identified by the following Common Vulnerability and Exposures (CVE) IDs: CVE-2009-2902, CVE-2009-2693,CVE-2009-2901, CVE-2009-3548, CVE-2010-2227 This bug was opened to address the potential impact on this product.
Conditions: Device with default configuration.
Workaround: none
Further Problem Description: Additional details about the vulnerabilities listed above can be found at http://cve.mitre.org/cve/cve.html Note, servers that have not been upgraded might also experience the following Tomcat bug: https://issues.apache.org/bugzilla/show_bug.cgi?id=49116 To correct this issue, simply restart the Cisco Tomcat service from the CLI. To avoid unexpected web service outages, monitor the Cisco Tomcat heap size with RTMT or the CLI and proactively restart Tomcat if the used heap size gets close to the maximum configured heap size. PSIRT Evaluation: The Cisco PSIRT has assigned this bug the following CVSS version 2 score. The Base and Temporal CVSS scores as of the time of evaluation are 6.4/5.3: https://intellishield.cisco.com/security/alertmanager/cvssCalculator.do?dispatch=1&version=2&vector=AV:N/AC:L/Au:N/C:P/I:N/A:P/E:F/RL:OF/RC:C The Cisco PSIRT has assigned this score based on information obtained from multiple sources. This includes the CVSS score assigned by the third-party vendor when available. The CVSS score assigned may not reflect the actual impact on the Cisco Product. CVE ID CVE-2009-2902, CVE-2009-2693,CVE-2009-2901, CVE-2009-3548, CVE-2010-2227 has been assigned to document this issue. Additional information on Cisco's security vulnerability policy can be found at the following URL: http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

UCCX: Delay in running Workforce Management database queries, Fixed CSCtz23710

Symptom: Poor database or application performance is seen on the UCCX server. High IOPS are reported on the UCCX server. Calabrio WorkForce Management (WFM) is out of sync with UCCX's historical databases. Output of "show status" in uccx cli will show high Intr/sec (2000+) even when system is not processing many calls. Output from the top command may show uccxoninit process with USER of informix with high %CPU similar to below. PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 10077 informix 6 -10 266m 186m 184m S 71.8 2.3 6672:20 uccxoninit
Conditions: Calabrio WorkForce Management (WFM) is not fully in sync or has been out of sync in the past. The UCCX Historical and Configuration database tables are large. The larger the database the more likely it is to occur.
Workaround: Create non-clustered index to reduce the time it takes for the WFM queries to be processed (perform on both nodes in HA deployment): CREATE INDEX ContactRoutingDetail_startDateTime ON ContactRoutingDetail (startDateTime); If desired, the indexing can be reversed by dropping it: DROP INDEX ContactRoutingDetail_startDateTime; This must be done by TAC as root access is required. NOTE: DE is working on a permanent fix - refer to ENG notes for details.

CAD and CDA Not Appending CUPS Domain to User URI in UCCX 8.5(1)SU4, Fixed CSCug59572

Symptom: When using an LDAP Search Base that isn't focused strictly on a Users CN or single OU containing users, the domain name configured in CUPS and retrieved via AXL isn't being appended to the User URI in CDA. The users are retrieved and displayed in CDA when searching to add users to the contact list so the LDAP search has completed, but an error is preventing the next step (appending the CUPS domain to the username) from running. This behavior can also prevent the CAD client from connecting to CUPS, because CAD also does not append the domain name to the user name.
Conditions: UCCX 8.5(1)SU4 with CUPS 8.6.4
Workaround: Configure an LDAP search base on the LDAP Profile associated to the user entered in CDA Presence Information that contains a path to a single container of users.

"utils uccx syncusers" fails when SELinux is in Enforcing mode, Fixed CSCug60411

Symptom: "utils uccx syncusers" fails when run on UCCX 9.0(2) while SELinux is in Enforcing mode.
Conditions: UCCX 9.0(2) with SELinux enabled.
Workaround: 1. Disable SELinux with "utils os secure permissive". 2. Run "utils uccx syncusers". 3. Enable SELinux again with "utils os secure enforce".

Core Dumps for showlicenseuasg every minute, Fixed CSCue73609

Symptom: Core dumps being generated every minute for "showlicenseusag". Basically the "show uccx cad license usage" service is trying to be invoked by the licenseutilizationdetailreport table every minute and the command is failing with a core dump. This should not be invoked in an IP IVR environment
Conditions: UCCX IP IVR 9.0.2 (fresh install and upgrade)
Workaround: Contact TAC to apply the work around

Prompt with TAB character in file name cannot be modified from AppAdmin, Open CSCug84767

Symptom: Unable to refresh, rename, or delete a prompt in AppAdmin. When attempting to rename the prompt, the following error message is seen: "Failed while commit-rollback". When attempting to refresh the prompt, the following message is seen: "Unable to schedule refresh; '' not found". Deleting the prompt appears to be successful, but the prompt still remains in AppAdmin.
Conditions: When renaming a prompt file name in AppAdmin, the TAB character is inadvertently copied to the beginning of the file name. This can be confirmed by examining the file name in MADM logs when you attempt to modify the prompt. The file name will appear to have several spaces in the beginning: 1274291: Apr 30 16:28:16.802 EDT %MADM-ADM_CFG-7-UNK:FileMgmtServlet.getPGDList() - DispList - Path:/default/ TestPrompt.wav.wav - Domain:default - File: TestPrompt.wav.wav
Workaround: Remove the TAB character before renaming the prompt. If the prompt has already been updated and can no longer be modified from AppAdmin, contact TAC for assistance updating the filename in the database.

SNMP HostAgnt Core., Fixed CSCug22120

Symptom: Host Resources agent service crashes and generates core dumps.
Condition: Issue is intermittent,can't reproduce,no specific condition
Workaround: None. Requires a server restart.

CRD.primaryCSD ref in HR Administrator and Developer Guide is incorrect, Fixed CSCug59776

Symptom: The UCCX Historical Reporting Administrator and Developer Guide section for the Common Skill Contact Service Queue Activity Report (by Interval) report incorrectly references a CRD.primaryCSD table and column, but such a table and column do not exist.
Conditions: UCCX Historical Reporting Administrator and Developer Guide section for the Common Skill Contact Service Queue Activity Report (by Interval) lists incorrect information regarding the data source for the report citing a CRD.primaryCSD table and column.
Workaround: HR has been updated for 8.5, check link below,the guide below can be reference for 9.0 as well. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf

UCCX: Changing Security Password Does Not Update uccxcaduser Password, CSCub28829

Symptom: When attempting to view the historical logs for an agent from Cisco Supervisor Desktop, the following report panes are not populated with data. Rather, they show one row with N/A in all fields: 1. Agent Logs - State 2. Agent Logs - Call
Conditions: The pwrecovery process was run on the UCCX node or cluster to recovery the Security Password from the Command Line Interface (CLI). This does not update the uccxcaduser used by the Recording and Statistics Service to query the FCRasSvr database for historical agent data and present it to the Cisco Supervisor Desktop.
Workaround: From root on both nodes, run the following: export USER_PASSWORD=$(/usr/local/bin/base_scripts/InstallWizard -m $(xml sel -t -v //SftpPwCrypt/ParamValue -n /usr/local/platform/conf/platformConfig.xml)) echo $USER_PASSWORD | passwd --stdin -f uccxcaduser Restart the Cisco Desktop Recording and Statistics Service from the UCCX Control Center. Close and reopen Cisco Supervisor Desktop.
Further Problem Description: This defect can be confirmed with the following: 1. Verification that the Security Password was changed on the node through the pwrecovery process. 2. The following message in the Recording and Statistics Service logs: 2012-07-26 17:38:22:232 DEBUG [0x35d9ba0] ODBCConnection.cpp[424] logODBCMsgs: ODBC Error ([Informix][Informix ODBC Driver][Informix]Incorrect password or user uccxcaduser@ is not known on the database server., (statement) SQLSTATE=28000 ).

DB Get customizer operation is incorrect and loses defined fields, Fixed CSCua09702

Symptom: When using the UCCX Editor to examine the selected fields in a DB Get step, a certain sequence of button selections (OK, Apply, Cancel), can result in the previously defined fields being deleted.
Conditions: This can happen with a specific sequence of key presses if no actual changes are made. For example: Press Apply, OK, reopen the customizer, press Apply, then Cancel. If no field changes are made, the customizer will close and all fields will be removed.
Workaround: Any time that the DB Get step customizer is opened, always check the DB Get step properties to ensure that the field data is correct, before saving the file. If the field data is missing, don't save the file. Reopen the previously saved version to recover the missing data.

UCCX: ServM reports service as STARTED when it is stopped, Fixed CSCub72642

Symptom: Intermittently, when stopping a service through servm, it is reported as Started but the process is actually stopped.
Conditions: admin: utils service stop Cisco Desktop LDAP Monitor Service Service Manager is running Cisco Desktop LDAP Monitor Service[STOPPING] Cisco Desktop LDAP Monitor Service[STOPPING] Cisco Desktop LDAP Monitor Service[STARTED] Cisco Desktop LDAP Monitor Service[STARTED]
Workaround: Attempt to stop the service again. It shows proper status of Stopped.

RMMSgQ processes request in serial,result in deadlock in select resource, Open CSCud24981

Symptom: Agents are failing to log in to CAD with the error message that the connection to the UCCX server has timed out. Deadlocks detected on UCCX after the script execution has been on the select resource step for over five min.
Conditions: If CUCM is taking longer then normal to respond to each AXL request these can build up in the RM Message queue on UCCX as it only processes one RM request at a time. If multiple agents are attempting to log in at the same time, multiple AXL request can back up in the message queue resulting in other request being queued up for to long. For every agent log in UCCX sends three AXL request to CUCM: (1) Gather information about the user (2) Authenticate the user to the password provided in CAD (3) Obtain information about the agents phone As a result of this, we have seen the select resource step in scripts to deliver calls to agents time out.
Workaround: Restarting Tomcat on the CUCM Node that is being used for AXL request has cleared this issue up.

UCCX: Intermittently CAD based http workflow actions fail to execute, Fixed CSCud54322

Symptom: UCCX CAD Agent worflows with http get operations intermittently fail to execute on configured event.
Conditions: Seems to occur on first call after statrtup.
Workaround: RestartCAD.

CAD requires resizing before working on an email after login, Terminated CSCtr15013

Symptom: CAD requires resizing window on an agent email after login. Scroll bar and Format Toolbar in agent response pane will disappear after many lines of text are added, this requires the window to be resized in order to view again.
Conditions: CAD Agent Email
Workaround: Manually resize agent email window or disable large icons for toolbar to allow more visible space.

CSD does not keep the order selection once moving between teams, Fixed CSCug20059

Symptom: If a supervisor has more than 1 team, and orders the CSQs based on "Current Oldest" in one team, this order selection is not kept once he switch to the other team This was working fine with for example 7.0(1) SR5 release. The functionality broken with upgrade to 8.5.
Conditions: UCCX 8.5 or 9.0 releases.
Workaround: N/A

UCCX 8.5(1), SU1 and SU2 are not compatible with CUCM 9, Fixed CSCuc69084

Symptom: During initial setup, integration between UCCX and CUCM fails with the following error: "I/O Error in AXL.Please try again."
Conditions: UCCX 8.5.1-10000-37, 8.5.1.11001-35 and 8.5.1-11002-22 integrated with CUCM 9.0. This is caused by defect CSCts67056. CUCM 9.0 should be removed as compatible with 8.5(1), SU1 and SU2 from the Compatibility Matrix.
Workaround: Upgrade UCCX to SU3 or integrate with a CUCM version prior to 9.0.

DB READ should be enhanced to support store procedure execution, Open CSCta77793

Symptom: We do not currently support stored procedure execution from the DB Read step.
Conditions: general use
Workaround: None. Only SQL queries which returns a ResultSet object is supported currently.

UCCX: Node Manager crashes if hostname is more than 15 characters, Fixed CSCth62543

Symptom: After applying 7.0(1)SR5 or later, Node Manager crashes and does not start.
Conditions: This occurs when the hostname of the server is greater than 15 characters long. The following error is seen in the MCVD logs when Node Manager attempts to start: 173: Jun 30 16:07:31.186 EDT %MCVD-MGR_MGR-1-EXCEPTION: com.cisco.config.ConfigNotFoundException: Unable to find NodeConfig of
Workaround: None at this time.

CAD integrated browser integration causes CAD to hang intermittently, Fixed CSCtx99455

Symptom: CAD becomes unresponsive when the external 3rd party application webpage is displayed on the Integrated Browser of CAD. This happens intermittently to different agents.
Conditions: When CAD is used with Microsoft DynamicsCRM 2011in the following configuration: the CAD passes a url to the CRM. For example: http :8732/XXXX?CallingNumber=12345678&SkillGroup=1 (12345678: calling number) and then a webpage is displayed on the integrated browser. This is not a traditional Cisco Call Connector integration with Microsoft Dynamics CRM 2011. In this scenario, CAD ocassionally hangs. This is due to the limitation of the integrated browser of CAD: it is just a smaller version of the IE. Microsoft CRM 2011 is only an example of the 3rd party application.
Workaround: Not known

Unsupported JTDS driver when uploaded must throw an error on appadmin, Fixed CSCud87090

Symptom: When we upload unsupported JTDS driver version, then an error or message should be thrown on appadmin page.
Conditions: UCCX 8.5 9.0.1 JTDS 1.3.0
Workaround: None

UCCX: User Option To Report on Only Active Data In Historical Reports, Open CSCug62201

Symptom: Inactive Contact Service Queues, Teams and Agent Names show up in the filter lists for Historical Reporting Client and Cisco Unified Intelligence Center historical reports.
Conditions: By default, all CSQ, Team and Agent Names appear in the filter lists for historical reports. This is so that a historical reporting user can report on all retained historical data in the system regardless of whether the CSQ, Team or Agent is currently active.
Workaround: Reporting only on active data can be done in CUIC by adding a Collection Query to the Value List in question. The below is an example for the UCCX_AgentName to view only active agent's in the Agent Name filter in a CUIC report. Add the following Collection Query to the UCCX_AgentName Value List: SELECT DISTINCT resourcename AS ID, resourcename AS VALUE FROM Resource WHERE active= Add a collection called 'Active' to the UCCX_AgentName Value List of type 'Identifier' with the identifier defined as 't'. When filtering a report that uses Agent Name as a parameter, choose the 'Active' collection.

UCCX: Workflow based http action fails to execute, Fixed CSCub67976

Symptom: Intermittently workflow based triggers to pop URLs in the CAD integrated browser fail to execute. This failure can be identified in the agent debug logs at debug level tracing. 2012-08-16 11:14:16:520 DEBUG [0xb44] HTTPAction.cpp[399] CHTTPAction::SubstituteDataFields: AC0399: Start of SubstituteDataFields HTTP Action LaunchLeapCallStop. 2012-08-16 11:14:16:520 DEBUG [0xb44] HTTPAction.cpp[489] CHTTPAction::SubstituteDataFields: AC0489: End of SubstituteDataFields HTTP Action LaunchLeapCallStop : 1662 2012-08-16 11:14:16:520 INFO [0xb44] DESK1132 DoActions: Unexpected exception while doing actions. When the failure occurs the logs will show "DoActions: Unexpcted exception while doing actions." Once this failure occurs it will continue to fail until CAD is restarted.
Conditions: None.
Workaround: Close and restart the CAD client.

-CM Telephony subsystem is in Partial service and CTI port is OOS, Fixed CSCtq61132

---Start of Note Titled: Release-note--- ---Start of Note Titled: Release-note--- Symptom: - CTI port status is changed to OOS once call transfer is completed. This will leed to CM Telephony subsystem in partial service.
Conditions: N/A
Workaround: Restart the engine to register the ports. ---End of Note Titled: Release-note--- ---End of Note Titled: Release-note---

UCCX: Second Rmon Session Interrupts the First Session, Fixed CSCtt22925

Symptom: Dial into Rmon with Supervisor ID XXXX and monitor agent ext. 3333. This proceeds successfully. Keep this session active and dial into Rmon with Supervisor YYYY and monitor agent ext. 3333. The first session will go to silence. It will stay connected, not no audio and no error message is heard. The second session will work.
Conditions: 2 Rmon sessions for a single agent. This only applies to agents using CAD. Refer to CSCtz07849 for information on agents using IPPA.
Workaround:

Resource table name is also a key word in Informix., Terminated CSCtl02126

Symptom: In UCCX 8.0, the resource table is holding the agent information. The same name resource is also an Informix key word. So, when querying the resource table, the query statement can't use resource as an alias (Microsoft SQL Query would use table name as alias by default). This would cause syntax error in Informix.
Conditions: UCCX 8.0
Workaround: Use other alias in the query statement, ex. resource1

UCCX 8.5 DRF start time drifts further each day, Open CSCug70637

Symptom: DRF backup start time is drifting everyday few mins. This is similar to CUCM defect CSCua33814, the same is affecting CUPS and CUC
Conditions: first seen on CCX 8.5.1SU3 In customer set-up - Initial start time was 3a.m, every day Start time drifts around 2-3 min later
Workaround: None

UCCX: Agent Call Summary Reports All Outbound Calls as Non-IPCC, Fixed CSCue79483

Symptom: In the Agent Call Summary Report, all outbound calls are shown in the Total column under the 'Outbound on Non-IPCC' heading.
Conditions: Outbound calls placed from the IPCC line are counted as outbound calls from the non-IPCC line in the Agent Call Summary Report. Outbound calls from the non-IPCC line are reported accurately.
Workaround: None

CUIC does not get enabled if application user is changed, Fixed CSCub86298

Symptom:CUIC does not get enabled if application username is changed form CLI
Conditions: 1. from CLI, change the application username 2. from appadmin, try to enable the CUIC as reporting client. the CUIC will not be enabled. there are two parts to this issue. this defect handles the 1st part and the 2nd part is addressed by defect CSCuc00241.
Workaround: 1. enable root access toi the pub box 2. download CET Tool and login to the PUB 3. Open "com.cisco.crs.cluster.config.ClusterSpecificConfig" Object and go to "com.cisco.crs.cluster.config.ClusterSpecificConfig" tab 4. expand the window a little to see the Application Admin User name parameter under General Sub Tab. Note down the value of this parameter. 5. Log into CLI 6. reset the application admin user to the value from step 4 by executing the command "utils reset_application_ui_administrator_name" 7. Now try enabling CUIC form appamin.

UCCX: Increase UCCX Engine Heap Size to 512mb, Fixed CSCuf79940

Symptom: Calls inbound to Unified Contact Center Express (UCCX) return slow or fast busy, agent state changes either do not complete or are slow to complete and configuration changes made via AppAdmin either do not complete or are slow to complete. The following warning is seen in the system's syslogs or are alerted via the Real Time Monitoring Tool (RTMT). UC_MGR_MGR-1-HIGH_MEM_USAGE %[Facility=MIVR][Current usage=234 MB][UNKNOWN_PARAMTYPE:percentage Old Gen Memory used=100.0][Maximum available=249 MB][AppID=Cisco Unified CCX Engine][ClusterID=][NodeID=UCCXLab]: JVM heap memory usage is high
Conditions: The system has many large or complex scripts loaded into Applications servicing calls. This is exceeding the available heap space in the UCCX Engine's JVM of 256mb.
Workaround: A patch is available to increase the Engine's heap size to 512mb but only under special consideration of the system, scripts and memory utilization. Contact Cisco TAC for more information.

UCCX Contact Dequeued After Select Resource Due to Timing Issue, Fixed CSCty71015

Symptom: If a Dequeue step dequeues a call from all CSQs immediately before a select resource step selects an available agent, a timing issue can lead to the agent selection being interrupted. The Engine may execute the Dequeue from all CSQs and the Select Resource step in the same millisecond. However, SS_CM may process the dequeue request after the select resource step has executed. This leads to the connect being interrupted by a resource available interruption.
Conditions:
Workaround: Add a delay step between Dequeue from all CSQs step and the Select Resource step or only use dequeue steps to dequeue from particular CSQs rather than all CSQs.

Compliance Recording seats does not show on App Admin, CSCua08616

Symptom: Compliance recording seats does not show on App admin
Conditions: 8.5.1 SU3
Workaround: Use the 'show uccx license' to verify the compliance recording seats

UCCX: 8.5(1)SU4 still trying to write to workflowtask table., Fixed CSCug29207

Symptom: Errors in MIVR logs and RTMT alerts.
Conditions: Intermittent.
Workaround: Restart engine.

UCCX 8.5 CSD unable to monitor if QOS RSVP service is disabled, Fixed CSCts71139

Symptom: UCCX 8.5.1 SU1. desktop monitoring results in silence. recording works, and we can see the recorded files through the supervisor desktop. however playback does not work.
Conditions: Desktop monitoring and recording.
Workaround: check windows services.msc for a services called "qos rsvp" it needs to be enabled.

NTP hostname should allow numeric character at start (eg 0.pool.ntp.org), Fixed CSCug39808

Symptom: (1)During Install: If NTP hostname entered starts with a number it will not be allowed (2) If upgrade is performed on a ystem that has hostname which a number as the first character, the upgrade will fai
Conditions: First character of NTP hostname is a number
Workaround: use hostname for NTP that does not start with a number

Data Resynch Does Not Show Proper Status For Triggers, Open CSCtz35320

Symptom: When configuration becomes out of sync between CUCM and UCCX, the AppAdmin Data Resync may report errors of mismatched configuration with UCCX Triggers and CTI Route Points.
Conditions: This can include: 1. Status field not displaying the correct message for a UCCX Trigger when a CTI Port is removed from CUCM. 2. Incorrectly noting that the Voicemail Profile is out of sync for Triggers even though the UUID of the VM Profile is identical between UCCX and CUCM except for the case of the UUID. For Call Control Groups, the Data Sync was improved and refactored as per CSCsr81170 and does not exhibit the above issues.
Workaround: Run the Data Resync again. Manually verify matching configuration between UCCX and CUCM and adjust accordingly.

Mutliple Area Codes not configurable in Outbound General Config, Open CSCug37597

Symptom: Customer has multiple local area codes and needs to configure them in UCCX Outbound General Configuration but the page currently only allows one area code.
Conditions: This is present in all version of UCCX that support Outbound.
Workaround: Customer can make configuration changes in CUCM or on the gateway to drop the long distance prefix if they see it come across so it will pass to the telco properly.

RTR data not centered, Terminated CSCug57297

Symptom: Column headings (such as Name(ID), State, Duration, etc) are centered in the Resource Stats but the data is either right or left justified (not centered) See screenshot attached.
Conditions: UCCX 9.0.2
Workaround: None

filename is truncated to 64 characters during script upload, Fixed CSCts62130

Symptom: saved prompts/scripts unavailable or do not appear on application/script management page when uploaded
Conditions: prompt/script filename exceeds 64 characters
Workaround: 1. Using remote access. 2. . /opt/cisco/uccx/bin/uccx_ids.env 3. su informix 4. dbaccess db_cra_repository - 5. a. For prompts: delete from promptsfiletbl where filename= 'NAME'; 5. b. For scripts: delete from scriptsfiletbl where filename= 'NAME'; 6. Make sure the each of the file name in DB is 64 characters and with extension .wav/.aef. To identify which prompts/scripts have filename >= 64 characters: a. For prompts: select filename from promptsfiletbl where char_length(filename) >= 64; a. For scripts: select filename from scriptsfiletbl where char_length(filename) >= 64;

Error:TUP.ini file on server is missing critical value on the bundle, CSCtl03735

CSD display disappears/closes when Team is selected, Fixed CSCti79279

Symptom: Supervisor launches and logs into CSD. They go to select their Team, when they do it pauses for a few seconds and then the application/display completely closes.
Conditions: The user deselects all of the columns in a report so no columns are marked visible.
Workaround: Workaround is to use CAD lpadbrowser tool and and remove the user. Launch CDA and Synchronize Diretory services re-creates the user and they can now use CSD normally.

Ports in Citrix for CAD/CSD needs modification - port utilization guide, Fixed CSCug67824

Symptom: Need to change the port utilisation guide for the following
Conditions: CAD/CSD on Citrix Environment
Workaround: Ephemeral ports on Server 2008 and later are 49152 to 65535, and Server 2003 uses the range 1025 to 5000, UNLESS update MS08-037 is applied, then it uses the IANA default range of 49152 to 65535. The Citrix server needs to have those ports open for egress and ingress to the UCCX server. If any of these are not open then we may experience issues with the CSD not showing Agents intermittently

Agent summary report is showing duplicate agent.., Fixed CSCta33442

Symptom: An agent's name is displayed multiple times in the agent summary report when filtered by agent name. One or more rows might have all 0 values as well.
Conditions: Any information related to the agent (extension, name, login id, csq etc.,) was changed and the report duration does not overlap with the time-frame when the change was effected.
Workaround: None.