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Helmi Muzammil
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CCX All Agents Sudenly Not Ready

Hi All,

 

We are facing an issue in our CCX system, all of agents suddenly not ready. I have collected the log, but i am doubt to make a conclusion.

 

from the CCX engine log :

 

16339717: Feb 22 13:35:07.823 WIT %MIVR-SS_RM-7-UNK:Rsrcs in ARL of ESD Tell_Sell_CSQ:
16339718: Feb 22 13:35:07.823 WIT %MIVR-SS_RM-7-UNK:Processing msg: DeviceOutOfServiceMsg (Rsrc:IDWARDANIVI,Reason:CALLMANAGER_FAILURE)
16339719: Feb 22 13:35:07.823 WIT %MIVR-SS_RM-7-UNK:Rsrc: IDWARDANIVI New State:UNAVAILABLE Old State:AVAILABLE Reason code:32757
16339720: Feb 22 13:35:07.824 WIT %MIVR-SS_RM-7-UNK:Posting msg SYSTEM_EVENT Socket:Socket: null monitoredDeviceDN:nullpgStatus = 1024icmCentralControllerTime = Thu Feb 22 13:35:07 WIT 2018systemEventID = 10systemEventArg1 = 0systemEventArg2 = 0systemEventArg3 = 0eventDeviceType = 76text =eventDeviceID = 8389 in CTI Server's message queue

 

 

from the JTAPI log :

 

6244709: Feb 22 13:35:07.821 WIT %JTAPI-JTAPIIMPL-7-UNK:(P2-ccxrmcm) Terminal "SEP001A6DCF8CAD" out of service
6244710: Feb 22 13:35:07.821 WIT %JTAPI-JTAPI-7-UNK:(P2-ccxrmcm) [SEP001A6DCF8CAD] CiscoTermOutOfServiceEv [#892959] Cause:1001 CallCtlCause:0 CiscoCause:0 FeatReason:12
6244711: Feb 22 13:35:07.821 WIT %JTAPI-JTAPIIMPL-7-UNK:[com.cisco.wf.subsystems.rmcm.jtapi.RIMgrAddressCallObserver@17d02c3]ObserverProxy.queueEvents: queuing asynchronously
6244712: Feb 22 13:35:07.821 WIT %JTAPI-CTIIMPL-7-UNK:(P2-167.103.48.65) EventThread handling event com.cisco.cti.protocol.DeviceUnregisteredEvent[295159]
6244713: Feb 22 13:35:07.821 WIT %JTAPI-PROTOCOL-7-UNK:(P2-167.103.48.65) Received DeviceUnregisteredEvent
6244714: Feb 22 13:35:07.821 WIT %JTAPI-CTIIMPL-7-UNK:(P2-167.103.48.65) EventThread handling event com.cisco.cti.protocol.LineOutOfServiceEvent[295160]
6244715: Feb 22 13:35:07.821 WIT %JTAPI-CTI-7-UNK:(P2-ccxrmcm){Line:SEP001A6DCF8CAD:8389:PT_INTERNAL:(2,2686)} LineOutOfServiceEvent
6244716: Feb 22 13:35:07.821 WIT %JTAPI-JTAPI-7-UNK:(P2-ccxrmcm){Line:SEP001A6DCF8CAD:8389:PT_INTERNAL:(2,2686)} open() Added Line into Vector size = 0
6244717: Feb 22 13:35:07.821 WIT %JTAPI-JTAPIIMPL-7-UNK:Address [SEP001A6DCF8CAD:8389:PT_INTERNAL:(2,2686)] out of service
6244718: Feb 22 13:35:07.821 WIT %JTAPI-JTAPI-7-UNK:(P2-ccxrmcm) [8389:PT_INTERNAL] CiscoAddrOutOfServiceEv [#892960] Cause:1001 CallCtlCause:0 CiscoCause:0 FeatReason:12
6244719: Feb 22 13:35:07.821 WIT %JTAPI-JTAPIIMPL-7-UNK:[com.cisco.wf.subsystems.rmcm.jtapi.RIMgrAddressCallObserver@17d02c3]ObserverProxy.queueEvents: queuing asynchronously
6244720: Feb 22 13:35:07.821 WIT %JTAPI-CTIIMPL-7-UNK:(P2-167.103.48.65) EventThread handling event com.cisco.cti.protocol.DeviceOutOfServiceEvent[295161]

 

Is the problem related to Call Manager due to the Phone is not registered?

 

Thanks

1 REPLY 1

That’s certainly what it looks like. You would need to pull CUCM CallManager and possibly CTI Manager logs to continue investigating. I’d look at CCM logs first: does it actually unregister?

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