Error dialog: Unable to retrieve list of wrap-up reasons

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Revision as of 14:21, 13 June 2012

Error dialog: Unable to retrieve list of wrap-up reasons

Problem Summary While on a call, an agent sees an error message in the wrap-up control that states Finesse is unable to retrieve a list of wrap-up reasons.
Error Message

Unable to retrieve your list of wrap-up reasons. To try again, refresh the page.

Errors similar to the following will appear in the webservice logs:

0000019182: 10.86.139.10: Oct 20 2011 09:30:34.160 -0400: %CCBU_http-8080-31-4-DB_RUNTIME_EXCEPTION: %[hibernate_error_message=DB Runtime Exception thrown from Hibernate Layer][hibernate_exception=org.hibernate.exception.GenericJDBCException: Cannot open connection]: DataBase not available
2011-10-20 09:30:34,160 ERROR [http-8080-42] util.JDBCExceptionReporter - Connections could not be acquired from the underlying database!
0000019183: 10.86.139.10: Oct 20 2011 09:30:34.161 -0400: %CCBU_http-8080-42-4-DB_RUNTIME_EXCEPTION: %[hibernate_error_message=DB Runtime Exception thrown from Hibernate Layer][hibernate_exception=org.hibernate.exception.GenericJDBCException: Cannot open connection]: DataBase not available

Possible Cause The database where Finesse stores the wrap-up reasons is down.
Recommended Action
  1. Check to see if the database is running by initiating the following VOS command: utils service list.
  2. If the service "A Cisco DB" is not listed as started, use the following command to start the service: utils service start "A Cisco DB".
  3. If the service is listed as started or does not start, contact TAC.
Release Release 8.5(3), Release 9.0(1) 
Associated CDETS # None.


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