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UCCX: Troubleshoot IPPA login Issue after a Failover

2019
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    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)

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