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

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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: 192.168.1.1: 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: 192.168.1.1: 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), Release 9.1(1), Release 10.0(1), Release 10.5(1)
Associated CDETS # None


 

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