PCCE 11.5 - Finesse Live Data Gadget Error

[ln33147]

Dear experts,

We are facing the following error in Finesse Agent Desktop: "Live Data is not available after repeated attempts."

It turned out that we are hitting the following bug.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCva10772/?rfs=iqvred

However, I didn't understand what do they mean in the workaround by "Call and Data servers".

In CUIC, the Live Data DataSource is configured with IP addresses instead of FQDN and this cannot be changed.

Does anyone have any suggestions? any help is greatly appreciated.

Thank you

[Omar Deen]

In PCCE...

Call Server is essentially your Call Router + PG

Data Server is essentially your Logger + Admin Workstation

From what I understand in the bug workaround, they want you to add a host file entry so that the IP addresses for Finesse, CUIC and Live Data server can be resolved to their respective FQDN hostnames

This concept of Call and Data servers went away in 11.5 for new builds

[ln33147]

Thank you Omar for the explanation. I'll be checking the hosts files on the ICM servers.

Do you have any idea why we cannot edit the Live Data datasource so we can add the FQDN instead? I already gave the needed permissions to the admin user.

Thank you.

[Omar Deen]

You have to do it through the CLI using set live-data cuic-datasource command syntax.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_0_1/Installation/Guide/UCCE_BK_S9AC0C85_00_ucce-install-upgrade-guide/UCCE_BK_S9AC0C85_00_ucce-install-upgrade-guide_appendix_01010.pdf

[ln33147]

Dear Omar,

Thank you. 

Actually we are able to run the Live Data reports from CUIC successfully. The error is only in Finesse Gadget.

Any ideas what could be checked?

Thank you 

[Omar Deen]

Can you post a screen shot?

[ln33147]

Hi Omar Deen,

I have attached the data source status in CUIC.

Below is the output of the show live-data cuic-datasource cuicIP 8444 CUIC\admin password 

Side A:
CCE Live Data Service host: CUIC IP side A
CCE Live Data Web Service port: 12005
CCE Live Data Socket.IO Service port: 12008
CCE Live Data Schema URL: livedata/livedataSchema.xml
CCE Live Data Token Service URL: livedata/token/new
Credentials not displayed

Side B:
CCE Live Data Service host: CUIC IP side B
CCE Live Data Web Service port: 12005
CCE Live Data Socket.IO Service port: 12008
CCE Live Data Schema URL: livedata/livedataSchema.xml
CCE Live Data Token Service URL: livedata/token/new
Credentials not displayed

And the below error appears in finesse catalina.out log file:

Mar 19, 2018 1:01:01 PM org.apache.shindig.gadgets.http.BasicHttpFetcher fetch

INFO: Got Exception fetching https://cuicIP:12005/livedata/token/new - 6ms

javax.net.ssl.SSLException: hostname in certificate didn't match: <cuicIP> != <cuic FQDN>

Thank you so much for your time.

[Omar Deen]

You need to update CCE Live Data Service host: with the FQDN hostname. The Common Name on the certificate is the hostname and this will never work if you're using IP addresses. Updating the hostname will have to be done through the CUIC CLI using set live-data cuic-datasource cuic-addr command syntax.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_0_1/Installation/Guide/UCCE_BK_S9AC0C85_00_ucce-install-upgrade-guide/UCCE_BK_S9AC0C85_00_ucce-install-upgrade-guide_appendix_01010.pdf

[ln33147]

I already tried to update the datasource with this command but with no luck. nothing changed.

I also tried to create a datasource on the testing CUIC server to point to the Live Data on Prod environment and what happened was that the datasource on the Prod changed to point to the testing cuic server.

[Omar Deen]

Looks like you're hitting Bug ID CSCvg63363. Below is a copy/paste from the Bug Search Tool

Symptom:
After change Host name of Live Data Server, although from Show status, the new host name can be seen, but in the Live-Data Machine_Services, it still keep the previous Host name.

Conditions:
Changing Live-Data Server Host Name.

Workaround:
Step 1. Change DNS entry with new Hostname

Step 2. Change Live Data Hostname with command :set network hostname

After this, LD server will reboot automatically .

Step 3. Re-run set aw-access with command: set live-data aw-access primary sa

Step 4. Re-run Set cuic data-source , with command :set live-data cuic-datasource 8444 CUIC\

Step 5. Verify aw-access and machine-service , make sure aw-access all successful and machine-service show new changed hostname .

show live-data aw-access
show live-data machine-services

Step 6. Set data-source with command ?set live-data cuic-datasource 8444 CUIC\

Further Problem Description:
After updating the host name for LD, the following commands are to be run:

set live-data machine-services awdb-user awdb-pwd
set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

This has been documented in the install upgrade guide.

[ln33147]

The Live Data Server Hostname has not been changed. Do you think we need more privileges for the admin user to be able to execute the "set live-data ..." in pcce environments? 

[Omar Deen]

Just use the admin account that was created when CUIC was first installed. That account has all the privileges that you need. If you've tried running the command set live-data cuic-datasource cuic-addr <FQND> and it still won't update the hostname, then you're running into the bug I posted above.