When you see such an issue in your backups, please contact Cisco TAC and upgrade to UCCX 8.5(1)SU3.
After you are on 8.5(1)SU3, you will need to apply the ES02 patch (your TAC engineer will publish it for you).
There have been cases where the failed backups have gone unnoticed, and the system enters a state from which it needs to be restored using a DRF backup. Due to the issues, the LDAP database is not present in the backup.
When this backup is restored to the system, the LDAP database is erased. As a result, the following issues will be seen:
Contact Center agents will be unable to login. The error message will state that the License service is down.
Supervisors will be able to login, but they will see “No Service” at the bottom and they will not be able to see any of their teams.
When Cisco Desktop Administrator is opened from the UCCX Appadmin, the page will be a blank.
In such a case, there are two paths you can take to resolve the issue:
If the backup was restored to only the publisher in the High Availability cluster, the subscriber will still have the data.
Contact TAC to assist in copying the LDAP database manually from the subscriber to the publisher (on which the bad backup was restored).
If the backup was restored to both nodes in the High Availability cluster, neither node will have the data. Both LDAP databases will be blank.
Contact TAC to assist in creating a skeleton LDAP database, and then populating it with synchronizable data. Workflows, reason codes, and other configurations made from Cisco Desktop Workflow Administrator will have to be manually rebuilt.
To conclude, please do ensure that your UCCX 8.5 system has been upgraded to the latest version. Check the CCXCOMPONENT logs for your DRF backups; if you see “Backup LDAP Script failed to work”, please contact TAC and ask for the 8.5(1)SU3ES02 patch.
There is also a Field Notice to raise awareness about this issue
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