CUIC primary node crashed Agents UCCE reports are not available

[serotonin01]

We had a major server crash losing primary AW and CUIC 10.0 which is legacy.

CUIC data sources are running off Secondary Node, however the UCCE Realtime and Historical value list show off line.

None of the reports including agent, skills etc are available either.  I checked the SQL DB and it appears none of the t_Termination_Call_Detail table is not getting updated either.

In addition because the CUIC Primary node is down we do not have access to the OAMP for CUIC Administration.

I am kind of at a loss. It appears the primary servers are lost and will have to be rebuilt from scratch.

Is there anything I can check to make the Reports run using Secondary Node?

Also is there a way to install or start OAMP plugin on the secondary node?

Any hints and suggestions are appreciated.

[serotonin01]

Nothing happens the report comes up empty with no errors.  I cannot run the same SQL from CUIC to SQL Studio. The Queries from CUIC do not work in actual SQL. Is there a way to interpret them? I can see the tables in HDS have data.

In the attached screenshot you can see the Queue Data is there  but not the Agent data. We should see the Agent names, their status, etc.

Thanks.

[bill.king1]

This doesn't really help your issue, but you should be able to copy and paste the SQL that was used in the report and run the exact same in SQL Studio on the HDS. When you say it doesn't work, what happens? You can post the query here, I can't imagine there's any confidential information in it.

[serotonin01]

Hi bill.king1,

You are right I copied the SQL Query from Agent Realtime Report directly to SQL Studio and it came up empty. But when I ran Queue reports they did populate data successfully in both SQL Studio and CUIC as attached in screenshots. Some other reports run fine in SQl but not in CUIC, it is very inconsistent. I know any Agent based reports do not show any data in CUIC nor SQL.

What does it mean now? I feel like exhausted all possibilities.

My Data Sources point to awdb and the Value Lists are Online and populate all data successfully.

I am not an SQL expert but does it mean that the data is not actually being written to SQL? Is there a process that is not running?

How do I check that? Is there a sample Agent report I can run to test in my environment?

Thanks.

[bill.king1]

If you look in ICM/Configuration Manager/Configure ICM/PG Explorer/Select your agent PG/Agent Distribution, do you have agent reporting and agent event detail enabled?

And do you have the agent distribution entries for your AW/HDS in there, both selected as Y?

[serotonin01]

HI,

Yes I do, that never changed and it worked fine before I rebuilt AW/HDS server. I saw other forums about the option, mine was always set to the IP addresses.

However, I noticed the AW/HDS site name I had set up in newly rebuilt AW/HDS is prod1. My Secondary AW/HDS has a site name prod2 that is why I chose prod1.

Should the site name prod1 be added to PG Explorer or should I update the Site name in AW/HDS.

Is the site name mismatch the problem?

[serotonin01]

After adding the prod1 and prod2 site names in PG Explorer. it resolved the issue The reports started working as expected.

Thanks @bill.king1 for pointing me in the right direction. I looked at the option many times and could not see it.

[bill.king1 · Accepted solution]

Glad that worked for you and thank you for posting that it is the fix for the next person who runs into the issue. Good luck with things and have a good weekend.

You might also want to mark it as the solution, since that will bump it to the top as far as the search.