Introduction
After a Failover or the CCX Engine restart, the slave server takes over and all the services on the secondary server come up as Master. Also, the IPPA clients have issues logging in after UCCX failover. The Agents get following error message :
Cannot connect to the IP Phone Agent service
This document explains how to troubleshoot this issue.
Problem
In a High Availability environment, CAD agent logs into UCCX Primary Node and then logs out of CAD (using GUI log out button) but does not exit the
application completely. After this, the UCCX failover occurs. Once the failover happens, CAD reconnects to secondary node but instead of keeping agent logged out, logs the agent back in and places agent in "Not Ready" state. The expected beahvior is as follows: If an agent is logged out but does not exit the CAD application, after UCCX failover, the agent should continue to be logged out. The agent should not be logged in and placed in a "Not Ready" state. Also, IPPA clients have issues logging in after UCCX failover. The Agents get following error message :
Cannot connect to the IP Phone Agent service
Solution
Restart the Cisco Browser and IP phone Agent Service in order to resolve the issue. Also, refer the Cisco Bug ID CSCtt11421(registered customers only)