This article describes how to identify the Context Service (CS) status and possible options to check the status of CS components in Unified Contact Center Express (UCCX) and SocialMiner (SM).
Contributed by Jayant Suneja, Cisco Engineering and Derek Johnson, Cisco TAC Engineer.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software versions:
Note: SocialMiner is an optional component and not required for Context Service.
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, ensure that you understand the potential impact of any command.
Context Service stores customer data in the cloud and allows agents on the UCCX solution to be able to store and use data from the cloud.
Context Service Status
Context Service Status in Serviceability
The status of CS is available on the Unified CCX Serviceability page. First select Tools, then Context Service Status.
This table describes different values displayed on this Context Service Status interface:
This displays the name of the specific CS component: UCCX/SocialMiner/Finesse
Registered: CS is registered Not-registered : CS is not registered
Unknown : Shown when a component is not reachable or is down Stopped : Component has stopped due to some issue. Use the initialize button under the action field to reinitialize the component.
Online : Displayed when CS is registered No-connectivity : Displayed when CS is not registered or proxy is not configured Ready-to-register : Displayed when proxy or external connectivity is configured
Lab : This mode is used to test, develop, and debug Context Service Production : This mode is used when you deploy Context Service in your application NA: Displayed when state is unregistered or unknown
The mode can be toggled between lab and production. First select System then select System Parameters
The status No Connectivity is shown when no proxy is configured, an incorrect proxy is configured, or there is no internet connectivity from the UCCX system. CS requires that UCCX has public internet connectivity. This image shows an example status when the UCCX system does not have external connectivity:
After configuration of an http proxy, the status of all components changes to ready to register which signifies that the system now has external connectivity configured correctly from UCCX. This image shows the status of the system when public internet connectivity is available:
Select Register on the Finesse Administration page and register CS. This image shows that the state and status has changed to registered and online:
Context Service Status from API
Here is an example JSON response returned for the UCCX component when CS is OFFLINE:
This JSON output is when the connector is initialized and it includes this information:
Overall status (currently determined based on connector status)
The static and extension (Software Development Kit) SDK jar version
Connector type with its current state
Current secure channel state(Active, Not Initialized, Error), if available
Last HeartBeat timestamp
Proxy info if a proxy is configured
Configuration object if available
Connectivity status to various core services
Context Service Status in SocialMiner
An API has been introduced in SocialMiner (SM) 11.6 that states the Context Service integration status with SM. Use a browser to navigate to this location on your SocialMiner server: <SM-IP>:<port>/ccp-webapp/ccp/serviceability/contextServiceStatus
This is a sample output from SocialMiner after CS is registered: