Hosted Collaboration Solution for Contact Center 11.0(1)

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Make sure there is no windows or network firewall in place. Turn all firewalls off first to test then look at ports able to tracert in both directions between all servers which need to communicate with each other Server communication and configuration need to be checked properly. Application connection properly configured in on icm User login works properly

Product/Component Problem Summary Error Code/Error Message Recommended Action Associated CDETs

 CCDM

After integrating CCE conAPI connection is down  

"cmsJServer log : CCDMPRI and CCDMSEC client is down
in ICE: conAPI connection was down "

CCDM primary and Secondary client name should be configured in the AWS host file, which is same as configured in CMS control.
Fixed the java error. This error is due to the CCE version and CCDM version mismatch.

CCDM DataSrv- Windows- Add Roles and Features

Add roles and features throws an error and fails

Add alternate source file path error is displayed

Copy the source folder from the installer folder and paste it in the C: drive of the VM.It can be accessed from the datastore by the CD/DVD drive.

In Confirm Installation selections page, a warning will be displayed:"Do you need to specify and alternate source path?"Click "Specify an alternate source path" and specify the path "C:\sources"

CCDM- ConAPI connection is down

After installing and integrating CCDM ConAPI connection is down for primary and secondary

Ensure there is no windows or network firewall in place. Turn off all the firewalls to test and check the ports,if its able to tracert in both directions between all servers which needs to communicate with each other.

Check the Server communication and configuration, also ensure that the application connection is configured in icm  and then check user credential is correct.

CCDM Provisioning Service is down for AWS

Provisioning Services are down from all CCDM nodes to CCE AWdb.

Connection is down: CT_MS_SQL_SERVER: Web /Application[Application Server Service] - instance

Log into CCE and open sql and check sql logins for CCDM Web Servers. For more details, see HCS-CC 11.0(1) Install and config guide.

CCDM

CCDM Web portal :Unable to perform CVP provisioning

Status: Failed (hover for details)

" The underlying connection was closed :Could not establish trust relationship for the SSL/TSL secure channel."

Certificate needs to be issued to Web server ip:

If you are accessing portal through IP. (For Example : https://Webserver/portal) or certificate needs to be issued to Web server FQDN name.

If you are accessing portal through web server FQDN name. (For Example : https://websvr.domain.com/Portal)

CUCM

Unable to proceed with upgrade

There is not enough disk space in the common partition to perform the upgrade.

For steps to resolve this condition please refer to the CUCM 10.0 release notes and apply COP file to free the disk space

CSCul50066

CUCM

Unable to Login to CUCM portal after upgrade

http: 404 service unavailable error

Check whether the CUCM services are up and running. Even after the status says STARTED it will take some time to come up.

ESXI

Unable to connect to the ESXI

Cannot connect to the specified host, the host might not be on the network.

Login to KVM Console and make sure in ip configurations->vlan the Vlan ID provided is correct , if not then change the vlan ID appropriately and save the configurations

ESXI Upgrade

Error found during removal of the ESXI host from Nexus

Error Stack : " The Resource '67' is in use".


Reboot the Esxi host. Once rebooted, try pinging the IP of Esxi. If IP is not pinging, then we need to configure the IP address manually from KVM console. since from reboot IP address will get removed.

ESXI Upgrade

Found Templates under ESXI host during Esxi upgrade 

Error appears while removing ESXI host from nexus switch, if network Adapters of templates are not changed to VM network.

Convert template to VM and change the network adapter to VM network and convert back to the template.

ESXI Upgrade

SSH is not connected for Esxi host but we care able to ping

Error with network connection

Check the status of SSH in Esxi configuration tab. If SSH is stopped, start the SSH.

Finesse

Unable to login to the Agents

Error Message: Invalid Username and Password

Inspite of correct credentials, system throws the error message. Login to Finesse admin page(cfadmin) and make sure you added cti and AW server details, if not added then add and restart the Cisco Finesse Tomcat Service

Finesse

Warning message while logging to the Agents.

 SSL Certificates Not Accepted

Click Ok and accept and confirm the certificate.

Finesse

Unable to login to the agents. After giving https://finesse/desktop.

Finesse page says Finesse server is currently out of service

"This Finesse Server is currently out of service. For more information contact your administrator."

Check CG and PIM is active. If not make activate and re-launch the finesse and to login.

Finesse

Domain and other VM's hostname was not reachable from Finesse Box

Unable to reach the hostname: Command Executed Unsuccessfully

Ip address of domain and other VM was accessible, but not the Hostname. Check the DNS entry in the Finesse console, if it is not listed enter the following command.

set network dns primary 10.10.x.x

Finesse

Finesse cmplatform page is not accessible

Resource unavailable: 404 error while accessing finesse cmplatform page

Use http instead of https.

http : // FQDN of Finesse server : 8080/cmplatform 

Finesse desktop gadget

After enabling the gadget and uploading the certificates, error appears.

"There were issues rendering this gadget. javax.net.ssl. SSLPeerUnverifiedException.

Peer not authenticated."

Download .pem certificates for Live data and CUIC. Download .DER certificates.

Finesse gadget and live data

Enabled gadgets are not displayed on finesse desktop

Enabled gadgets are not listing in finesse when agents are logged in

In finesse platform - upload Live Data and also CUIC tomcat certificate.

In CUIC platform- LD tomcat-trust certificate.

estart the service in Finesse - "utils service restart Cisco Finesse Tomcat" and "Cisco Tomcat" after importing the certificates.  CUIC needs the utils service restart Cisco Tomcat after the import.

Finesse-Live Data

Unable to retrieve the reports from live data to the Finesse desktop

Error fetching filter info. Unable to load the report. Please refresh the page, if the condition persists, contact your administrator.

Check for the live data and finesse service and restart all the services so that once the services are up the reports gets imported into the finesse desktop

Live Data-UCCE

Active MQ state is not established

In the show live-data failover the ActiveMQ state is unavailable.

If the service stops and do not run,  enter the following command and then check the service, “utils service start CCE Live Data ActiveMQ Service”

LiveData

deployment_Control log mentions, pg not configured

java.lang.IllegalArgumentException: Configuration is missing. Live Data will not work without any PGs configured.

Check the tip.properties file is updated with proper pg ip and also check the peripheral ID and tip ports.

LiveData

Clucter state unavailable

In live data console if the show live-data failover cluster state displays "unavailable, Application not running"

Check the command "AWDB.endpoint.load=false" configured in tip.properties file

UCCE

Unable to login to CTIOS Agent Desktop

CTIOS Agent Desktop login button is not available , unable to login to the agents and state displays , disconnected for the PG.

Check for CTIOS Server Log if it displays "Error loading certificates locations" / "failed to configure CA certificate "/"failed to create, set, and configure Context and SSL objects" then DISABLE the option "Enable Security" while installing CTIOS Server.

UCCE

Displays warning message while editing the Peripheral Gateway setup.

Displaying OPC Capture for PGA1 due to low disk space (less than 5 GB) Critical Troubleshooting features will be disabled. Re-run PheripheralGatewaySetup after freeing atleast 5 GB of hard disk space.

Increase the HardDisk in edit settings of the VM. Restart the VM. Login to the VM and click on Server Management, select File and Storage Services, right click on C drive and select expand volume and increase the size.

Live Data

Unable to delete the datasource in cuic-livedata

Error while deleting datasource with specific id. Datasource cannot be deleted, it is in use by other objects

Login to CUIC portal , then right-click and delete the value list, report and the definition from which it is associated with live data streaming and then try to unset/delete the datasource.
Note: While deleting make sure the pop up blocker is disabled for the browser.

Live Data

Unable to run the reports, says Datasource unavailable

Live data is not available after repeated attempts.

Login to CUIC portal , then right-click and Delete the value list, report and report definition from which it is associated with live data streaming and then try to unset/delete the datasource.

Note: while deleting make sure the pop up blocker is disabled for the browser.

Live Data

Unable to run the reports, says datasource unavailable.

Error message : "Live Data is not available after repeated attempts".

Log in to the AW SQL Management studio and check if you have multiple entries of live data in machine service table, if  there are multiple entries then delete all entries and try to integrate the UCCE with live data freshly by configuring aw access, machine service and data Source and restart the machine.

CUCM

Unable to register phones in CUCM using Camelot

Unable to register phones in CUCM using Camelot

Tftp services should be up in CUCM

VOS product upgrade

Unable to mount the local file system

Unable to mount the local file system. This could be caused by a corrupt ISO file.

After mounting the ISO file in CD/DVD you have to click on connect check box before initiating the upgrade. Fail to connect, will lead to error

VOS DBReplication

The dbreplication status of subscriber node say "Setup failed"

If we give "utils dbreplication runtimestate" in vos machine the status for subscriber node says "setup failed" with value 4.

Make sure your NTP is pinging from that box, if not then configure new ntp ip using the cmd "utils ntp server add <ipaddress> and reboot all the nodes , after an hour the replication status will display setup completed

VOS Upgrade

Error unsupported partitioned unaligned after the upgrade completes

"Error unsupported partitioned unaligned after the upgrade complete"

Login to the console after the upgrade and if you see the error message as partitions unaligned then ignore because this will not affect functionality. Refer to the respective vos upgrade guide for more information

Mediasense

Upgrade is successful but switch version failed

In Install.log it is showing column "isarchived" is already exist in the table

Drop "isarchived" column from recordingsession table from Database

UCCE

Unable to set deployment from below SQL querry: "update congestion_control set deployment type = 12"

The UPDATE permission was denied on the object 'Congestion_Control', database 'scc_awdb', schema 'dbo'.

Ensure the user has the write permission or login to a SQL management studio with correct database engine name and authentication.

UCCE

Websetup and CCEAdmin page does not open in UCCE 11.0.1

Service Unavailable:  HTTP Error 503. The Service is unavailable.

Reason:Cisco does not test or support intrusion prevention products by vendors such as Sygate, McAfee, and so on.Such products are capable of blocking legitimate application functionality if they incorrectly identify that application as a security threat. These products must be configured to allow legitimate operations to execute.Solution: Edit the IIS 7.0 applicationHost.config file and remove the following configuration lines:# Click Start, Run, type explorer and click OK.# Navigate to: %windir%\system32\inetsrv\config Open the file applicationHost.config as Administrator for editing in Notepad. Edit the <globalModules> section and remove the following line: <add name="MfeEngine" image="%windir%\System32\inetsrv\HipIISEngineStub.dll" />

Edit the <modules> section and remove the following line: <add name="MfeEngine" /> After you have finished editing the applicationHost.config file, save the file, then restart the IIS server using iisreset or by restarting the system.

Livedata

Live data Streaming data source status is not connected even if "Show live-data failover" status shows "PAIRED ACTIVE"

In CUIC Main Page-> Data Source :Live data Streaming data source option status is not connected

1. Delete the Live data Streaming data source or run the command unset live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

2. If the reports are already imported in the Report Definitions, then it will throw an error. In this case the reports should be deleted first. Then run the following command: set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

UCCE

Diagnostic portico web page not accessible

Not found page

In services.msc stop Cisco ICM Diagnostic portico service. Open c:\icm\serviceability\diagnostic\config\log4net Change level value to DEBUG <level value="DEBUG"/> Go to c:\icm\serviceability\diagnostic\logs\DiagnosticFramework Delete Diagnostic Framework file and then start Cisco ICM Diagnostic portico service.

UCCE

Diagnostic portico web page not accessible

Not found page

In services.msc stop Cisco ICM Diagnostic portico service. Open c:\icm\serviceability\diagnostic\config\log4net Change level value to DEBUG <level value="DEBUG"/> Go to c:\icm\serviceability\diagnostic\logs\DiagnosticFramework Delete Diagnostic Framework file and then start Cisco ICM Diagnostic portico service.

SCC shared CUCM

Outbound agent based call flow

When customer answers the call, immediately it disconnects

There was a issue with Gateway dial peer. The session target IP mentioned was incorrect(CUCM IP).

SCC shared CUCM

Call was not reaching to sub customer 1 and even to sub customer 2 (CSS and Partition were associated with Phones and agent Lines)

Please check the number you have dialed, check the administrator.

There should be 1 CSS with all the partions and it should map to the correct trunk

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