Subject: RE: New Message from Kevin Pickard in 2385312 - General Questions: RE: Anyt
Replied by: David Lender on 26-01-2012 03:34:41 PM
I will forward your password text input to the product manager.
The Installation and Getting Started Guide here
http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html
Shows how to use the CLI to restart Tomcat.
This document was generated from CDN thread
Created by: Kevin Pickard on 26-01-2012 01:47:58 PM
Is there anything different in the setup of the FCS version of Finesse from the previous DR3 version?
I have installed and setup the FCS version and have it running in parallel with the old DR3 version. Both are connecting to the same UCCE with all the same parameters for IP, etc.
Looking at UCCE I can see that the FCS version is successfully connected. The following shows up in the ctisvr window.
13:08:23 Trace: CTIApplication:
rocessOpenRequest - sessionID 4 from rsuser at (192.168.10.85:32832),13:08:23 Trace: CTIApplication:
penValidAgent from sessionID 4 (rsuser) - ACCEPTED (0 ms)13:08:23 Trace: ProcessConfigRequestKeyEventMSG - sessionID 4
13:08:27 Trace: ProcessConfigRequestEventMSG - sessionID 4
13:08:27 Trace: ProcessQueryAgentStateRequest - sessionID 4
I then see a bunch of GET_AGENT_STATE_REQ lines each followed by an AGENT_STATE_RESPONSE line. Then further down I see a confirmation that UCCE indeed has 2 connections now.
13:30:00 CTIServer ACTIVE, 2 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL
13:30:00 Period connection(s): 1 Period call(s): 0 (0.00 calls/sec)
13:30:00 Period EnterpriseCTI traffic: 232 messages (0.13 msgs/sec)
13:30:00 4158 bytes / 1800 seconds (2.31 bytes/sec)
13:30:00 103 heartbeats (0.06 hb/sec)
13:30:00 0.00ms average queue time/msg
13:30:00 2.56ms average CPU time/msg (0.00% busy)
So all looks okay.
But when I try to log an agent into the FCS version I get the following.
"Invalid username or password. Please try again."
And logging the same agent into the DR3 version still works fine.
So is there anything different in the setup of the FCS version of Finesse from the previous DR3 version that I might have missed?
Subject: RE: New Message from Kevin Pickard in 2385312 - General Questions: Anything
Replied by: David Lender on 26-01-2012 02:08:41 PM
The configuration is the same. For the agent signin error:
Common issues include
* Username or password is incorrect.
* The Domain was not configured during installation.
* The agent is not properly configured in Unified CCE.
* The AWDB is not configured correctly.
* Cisco Tomcat was not restarted after configuration.
* The agent's device is not configured correctly in Unified CM.
Since you are able to login the agent on another Finesse, this would indicate it is either the domain issue, the awdb configuration, or Cisco tomcat was not restarted.
Subject: RE: Anything Different in FCS Version Setup
Replied by: Kevin Pickard on 26-01-2012 03:03:09 PM
Thank you David.
Tomcat was restarted (although see question below) so I checked the remaining 2 possibilities. I compared the config between the DR3 setup and the FCS setup. Both the domain and awdb looked identical except for the awdb password. Although it is not displayed (just '*' characters), I noticed that one was longer than the other so I re-entered the password. Now agent logins work. So thank you very much again David.
Although it helped me in this case, showing the exact number of characters for the password is a security issue. You might want to just display a fixed (and long) string of '*'s regardless of what is typed in. That is what Cisco does in the CM configuration.
With regards to my earlier comment, my question is how are we supposed to restart Tomcat now that we do not have root access? I just restarted the whole Finesse server. Is there now an easier way? I remember the original install docs indicated that a method would be coming.
Subject: RE: Anything Different in FCS Version Setup
Replied by: Andrew Higgins on 26-01-2012 03:37:48 PM
Thank you David.
With regards to my earlier comment, my question is how are we supposed to restart Tomcat now that we do not have root access? I just restarted the whole Finesse server. Is there now an easier way? I remember the original install docs indicated that a method would be coming.
Log into the OS console using the platform administration account and issue the following:
utils service restart Cisco Tomcat
-Andrew