CTI route points busy signal when CUCM Publisher down

[bsugamele1]

Howdy Netpros, I have a design question.

First off, here is my platform

CUCM 7.1.5 - Pub and 2 Subs

UCCX 7.0(1) - HA

I was testing some DR scenarios last night and discovered that when the CUCM Publisher server is down, inbound calls to my UCCX queues hit a busy signal. The syslog messages from the UCCX platform state that the CTI route points are out of service which I'm assuming is the reason for the busy signals.

So my question is, what is the best practice to re-route these calls during a Publisher outage?

Should I just set coverage on the CTI route points as in call forward no answer or busy?

Thanks!!

Brett

[Aaron Harrison · Accepted solution]

Hi

Don't resort to forwards yet - your UCCX will probably be misconfigured.

Log into appadmin, and go to System/Unified CM Configuration. Ensure that each service (AXL, RM, JTAPI) has at least two CCMs in the 'selected' box.

Use two consistent CUCMs in the same order for all the services, and then check that the CCM, CTI, and AXL services are activated on those two servers.

Then try again... it's usually the AXL service that's missing, the setup wizard allows multiples to be added for RM and JTAPI, but only asks for a pubslisher which it uses for AXL. You have to go to the menu above to specifically add further CCMs.

Aaron

Please rate helpful posts...

[bsugamele1]

Aaron, thank you for your reply. I have 3 CUCMs available in Unified CM Administration, but only the Publisher is selected. Would it be advisable to have the Pub and both subs selected for these services?

Brett

Update: I just noticed a note at the bottom of the Appadmin page that states only 2 CTI managers can be selected. Thanks again for your reply! 5 Stars!

[Aaron Harrison]

Hi

RM and JT allow only two servers I think.

AXL will allow more.

It depends much on your CUCM design; if you don't use the CUCM Pub for call processing I would assign the two subs for all services, and the pub as an extra for AXL.

The order of the servers should be consistent and match that of the device pool assigned to the CTI RPs and CTI ports. That way everything will run on a single sub, and won't be affected unless that single sub has an issue, at which point they will fail over to the next server. If you have different primary servers for different services and at the top of the list in the device pool, an outage of any server will have some effect.

Regards

Aaron

[bsugamele1]

Oh and one more thing, can you tell me if a restart of the cluster is required when adding the secondary CTI manager server? Thanks again!

Brett

[Aaron Harrison]

Hi

Good question - I would restart UCCX after the change to ensure it's made fully. Not sure if this is still a requirement, but it's the surest way. Better than waiting for a UCM failure or restart and explaining why CCX is still failing...

Aaron

[jsabroff]

Aaron,

I know it has been a long time since you responded to this post but I'm curious about something.  I'm having similar issues with UCCX when the UCM Publisher fails (may be a hardware issue, I'm working on that separately).  Two things I noticed:

1) CTI Manager user is listed differently on UCCX (UCCX-Telephony) than UCM (UCCX-Telephony_1)

2) the order of the servers for CTI Manager in UCCX is opposite the order of UCM in the CM Group listed in the Device Pool under the CTI Route Points.

I have one UCM Pub and one UCM Sub and only a single UCCX server.

Could either of the two items above contribute to issues with UCCX when the UCM Publisher fails?

Regards,

Jessica

[Aaron Harrison]

Hi Jessica

Point 1) The system adds _1 for the primary server, and _2 for the secondary UCCX if you have one - each server has it's own account. So that's fine/correct in your case.

2) Ideally they'd be the same but as long as they are both in the CCM group it should be fine.

Aaron

[Anthony Holloway]

Aaron Harrison wrote:
2) Ideally they'd be the same but as long as they are both in the CCM group it should be fine. 

Aaron,

Just throwing around a thought here on this subject.  If you had only a Pub/Sub environment, and your phones were all primary registered to the Sub, wouldn't it make since to list the Sub first in UCCX as to not cause the CTI Manager service on the Pub to proxy the CTI calls to the Sub via ICCS?  Basically you're using the Pub like a proxy to the Sub's CTI Manager service.

You have this:

UCCX ---CTI---> Pub ---ICCS---> Sub ---SCCP---> IP Phone

When you could have this:

UCCX ---CTI---> Sub ---SCCP---> IP Phone

Then, if there were a reason the phones failed to the Pub, CTI would also failover for UCCX and then you would have this:

UCCX ---CTI---> Pub ---SCCP---> IP Phone

Note: SCCP is for illustrative purposes, it could be SIP in the environment.

Now, if you had a full cluster with eight Subs, well, then you're pretty much going to have the CTI-to-ICCS-to-CTI situation, so it really doesn't matter much.  Just as long as your primary CTI is local to the Primary UCCX, and that's from the SRND.

Alright, thanks for reading Aaron.  I look forward to your response.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.