FIPPA Queue statistics missing information on UCCX Finesse 12.5(1)

[LanVoice]

UCXX Pub/SUb went offline during a VM Migration after which both Finesse desktops returned http.404 error. and FIPPA Agent will not allow logon. Phones being used is CP8861. After a consecutive reboot of the Pub/Sub. The Finesse browser was back online and all agents/Supervisors were able to login and see the finesse desktop queue statistics. Unfortunately, Some agents are still comfortable to using the Qstats from the Phone as well as Longest queue call. But the data will not update. The phone refreshes every 50 sec. But no data. It keeps showing the named frame i.e. Calls Queued: -- and Longest Queued Call..: --. I cannot find any errors in the logs. UCCX Version 12.5(1). Has anyone come across this? Of note, I upgraded from UCCX 11.5 to 12.5 over a almost a year ago. So it has been stable, No updates or changes to configuration within the last 90 days.

[Elliot Dierksen]

What does your licensing status show? I suspect you may have invalidated your license during the migration. How did you migrate the VM's?

[LanVoice]

No, The VM move appears to only be from host to the next for updates at the enterprise level and I believe that caused some issues. The Finesse desktop is working otherwise... only the FIPPA Qstats is not receiving data. To include, I just learned today the Agents are no longer getting the "Wrapup notification" and also not able to select the "Answer" soft key during an inbound call. I found a temp workaround where I have the agents login on the phone then utilize their Finesse browser to see the call Queue and Qstats.

[LanVoice]

So if any one is reading this. I was able to pull fippa logs... ALL phones are nolonger receiving the FIPPA Qstats. Connection are being refused and refernces to broekn finesse adapter. 621119: [INFO]: [Dec 14 2022 11:17:20.045 -0500]: [http-apr-127.0.0.1-8082-exec-21]: [c.c.c.f.f.s.FIPPAService]: [FIPPA_PROCESSING] FippaService deviceIdHeader= null ;  [FINESSE_ADAPTER_ERROR] Failed to execute an operation in the Finesse Adapter. FinesseAdapter.getUsersQueueLoad Error when getting queue statistics: status code = 204 and responseBody = null; 

 [FIPPA_EXECUTION_ERROR] HttpPushClient: Error in push processing org.apache.http.conn.HttpHostConnectException: Connect to xxx.xxx.xxx.xxx:443 [/xxx.xxx.xxx.xxx] failed: Connection refused (Connection refused)  How can I resolve this?

HelpMe-ObiAnyone.

[bill.king1]

Have you gone back and made sure nothing else was changed when they did their work. Cisco has a good basic troubleshooting FIPPA guide here in case you want to check it out?
https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/212115-Configure-and-Troubleshoot-Finesse-IP-Ph.html

There are also a couple defects like this one that mention Tomcat being the issue, have you tried restarting?
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvr68456

[LanVoice]

Bill, Thanks. But In my process of troubleshooting I have restarted both (Pub/SUb). The first link you provided I have already went through that ws how I was able to pull the logs. The Fippa Url is working otherwise. Agents can login and calls are being transferred via CSQ to agents. They just cannot see "Calls Queued and Longest Queu Time on the Phone LCD. However, the Finesse Desktop gadgets(defaulted) works just fine. That's why this is the current workaround.  I am also finding "RTR : Failed to grant permission to the collection: Test for the userGroup:AllUsers.ReportingUsers in CUIC.Please run sync CLI command
AppID : Cisco Unified CCX Cluster View Daemon" in RTMT. So going to restart the this and see if it clear up anything. Thank for looking.

[LanVoice]

Upgraded to UCCX 12.5.1.11002-481 resolved one issue but created another. Noticed several failovers throughout the day. Things will be quiet for a few days or month. Then start all over again. Essentially, CCX Engine keep failing over. Doesn't matter if on Finesse Browser or FIPPA (Agent Phone).