From October 25 until November 8, 2022 - Architecture, design deployment and troubleshooting of Cisco finesse in Unified Contact Center Express
Welcome to the Cisco Support Community Ask Me Anything conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco CCX (such as Smart license integration with UCCX, VPN-less Finesse agent desktop), as well as the existing features for UCCX deployment, High availability, Real time reporting, CUIC Reporting Interface, Configurations and integrations (CUCM, Social Miner, Wallboard, etc).
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Aishwarya Viswanathan is Technical Leader for UCCX team in the EMEA time zone. She has around 5+ years of Cisco Unified Collaboration experience. She is currently associated with UCCX TAC team. Her skills include vast understanding of UCCX, CUCM and other Cisco Collaboration applications. She is working closely on UCCX and its other components. She holds the Cisco Certified Network Associate (CCNA).
Shivangi Jadon is Technical Consulting Engineer in UCCX Team .She has around 2 years of experience with Unified Collaboration products .She also has experience with Full Stack Development ,Cloud Development, Scripting and Automation. She holds CCNA ,VCP and DEVNET certifications
For more information please visit; Collaboration / Contact Center sub-category.
* This event is free and open to all audiences, including business partners, network and telecommunications engineers, students, and Cisco customers.
How to perform a General Health Check on UCCX server:
1. Check “show status” to make sure there weren’t any ungraceful/unknown restarts recently and that CPU isn’t high and memory isn’t full. If disk space reaches 100% on any partition, file system corruption can occur and will require the server be rebuilt.
2. file view install /system-history.log to check if there were any ungraceful restarts.
3. Check "utils service list” and see all services are “started”.
4. Check "show network cluster” to verify both nodes are clustered.
5. Check "utils diagnose test” to verify DNS and NTP status as well as many other useful health checks.
6. Check “utils ntp status” to look further into the NTP issues. You want all NTP servers to be stratum 4 or lower (3 or 2 are best).
7. Check “utils dbreplication runtimestate” to verify platform replication after running 'utils dbreplication status'.
This is OS level database information and (for UCCX 10.X+) CUIC and Finesse configuration data. A status of "2" means replication is successful.
8. Check “utils uccx dbreplication status” to verify UCCX replication. Replication must be up for UCCX config changes to propagate to the secondary server.
You want to see "Local" for the primary and "Connected" for the secondary, and you expect all tables to be in the "Active" status.
9. Check the CCX Serviceability page to see if any services are in partial service or out of service and to see the status of all of the datastores.
This is located at CCX Serviceability page-> tools -> Control Center-Network services. You expect all services to be "In service".
If you see any in partial service, you may want to look into it, but it isn't always a big issue.
10. Check 'show process load' to see if any particular processes are consuming a lot of CPU or memory.
11. Check 'utils core active list' to see if there are any core dumps on the server.
12. To check any port connectivity issues between UCCX and another server, UCCX 11.5 introduced a command you can run: 'utils network connectivity <host/IP> <port>'.
In older versions, you cannot specify the port you want to connect to.
In addition to the above details, if you want to set trace levels and collect logs for any issues on UCCX- you can refer to the tech note linked below:
This document provides the list of relevant logs and also the tracing levels for some of the common issues seen on UCCX.
Please feel free to reach out on this forum so that we may assist with any queries or issues you may have on UCCX.
Hello whitelisa ,
A normal ACD call routing is as follows , Agent is in Ready State -> Selected for call and has an option to accept the call ->Accepts the call and is connected with caller .
Whereas with auto answer at team level ,if Agent is in Ready State ,It moves Directly to Talking state and is connected with the caller . This can be applied via CCX Administration ->Subsystem ->RMCM ->Team ->Auto Answer settings .Here the agent does not get an option to accept the call .This feature will be applied to all agents belonging to the team.
There are two options with auto answer :
1.With zip tone : Agent will be alerted with a zip tone that they have been connected with caller .
2.Without zip tone : Agent will not be alerted that the call has been answered .
Few things to note:
Reference guides :
Please let us know if you have any queries.
I have an issue with a UCCX cluster, we changed IP/hostname from both machines. On the sub we set the new publisher, and this seems OK, but on the Publisher we used "utils uccx modify remote_IPAddress" and "utils uccx modify remote_hostname" but both commands return a "Command failed"
I sthis the right procedure? Or are there other commands that can be used on the publisher to tell where the new subscriber is?
Hello JH ,
Can you let us know if you have changed the UCCX PUB to new IP address ,before going ahead with SUB settings ?
For the IP address ,the sequence should be roughly :
Rebooting is necessary after every IP change .Please refer the following for more detailed steps :https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su2/maintain_and_operate/guide/uccx_b_1251su2_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01011.html#topic_4DA1FDC6CCC36...
If the issue still persists you could check the logs generated on the node where the command failed via following steps:
Troubleshooting steps if external NTP is unsynchronized on UCCX PUB :
Shutdown the UCCX server gracefully via utils system shutdown
On the VM go to Actions-->Compatability-->Upgrade VM Compatability
Power on VM
Check the ntp status.
Thanks for the information. I forgot to tell you that we also change the hostname. In the procedure above when would you change the hostname. I changed the hostname and then you have the option to also change the IP address at the same time. This seemed to be working.
So inshort we have to chnage hostname (same domain) and the IP address from PUB and SUB
Thank you very much for your help
I am wanting to set the priority of a call as it comes in.
1) Should this step be introduced before the Select Resource step or after the call is queued?
2) Is there a way to capture the value of the call's current priority and that I can see it increment lower in the script?
Thanks, in advance for any help I can get on this.
Hello Uriah ,
The Set Priority is assigned to the contact so that it can have respective priority in the queue .Thus answering your queries :
1. It depends on what function you would like to achieve. The default priority of a call is 1. If you want to change the priority of call as soon as it enters the queue then the step will be before the Select Resource .If you want to change the priority of the call after the call has waited a while then the step will be in the Queued branch .
2.There is no UCCX Script step which can give the priority of the call .But you can initialize the variable ,lets say call_priority=1 , and then change it accordingly, and use it with Set Priority step .So this variable will have the current priority of the contact .You can check if the number is high or low and reset it to different number .
Sample example could be as below
sjadon, thank you very much for your reply! If priority is set on the contact and not the call, then is that contact prioritized against all queues or only the queue that the call is in? Also, if I create an "int" variable and store the priority in that, then want if increase the priority later in the script am I able to define by how much to increment?
Thank you again.