PCCE How to Update Agent Team List And Synchronize in CUIC

[mbuk123]

Hi, i have a agent who has moved teams. I changed the team in UCCE Admin, however they still appear in the old team in CUIC. I found a guide for UCCE but the options to update Agent Team List in Administration Server and Real-Time Data Server (AW) and synchronize in Cisco Unified Intelligence Center (CUIC) are not there.

How do you update users who change team in PCCE to in CUIC?

Thanks in advance

Andrew

[bill.king1]

You didn't mention if this was in a collection or a report or what, but did you look in CUIC the same day that you made the change in UCCE?

Remember that not all things sync immediately in CUIC, so you should look in CUIC the next day (or after your UCCE/CUIC sync is set to run).

If it has been more than a day, include a screenshot of what you're seeing.

[david.macias]

Like @bill.king1 mentioned you should see the update to the agent the next day, but to manually force the change go to Value LIsts. Agent and Agent Teams and refresh them.

david

[Robert W. Rogier]

Hello Andrew,

The title mentions this is PCCE but you later say UCCE. Depending on which you are running and the version, it's semi-automated. In PCCE 12.x, the changes are done using CCE Administration and then pushed to CUIC using API calls at the back end. In all UCCE systems and in PCCE prior to 12.x, there are a few things to check.

1. In the CUIC OAMP page, under Cluster Configuration -> UCCE User Integration, you'll find the options to synchronize with UCCE. This should be scheduled to happen once every 24 hours and you should see the Last Run Status here. If it's anything other than SUCCESS, click the Synchronize Now button and then see if it works. If this is not scheduled, then enable the sync and run Synchronize Now. 
2. In the CUIC reporting interface, you can check two things here.
   1. Navigate to Value Lists, then select the Agent Teams and Agents value lists and select the Values option. This will show you the contents of the value lists themselves. Click the refresh icon at the top of each list.
   2. In these same two value lists, select the Collections option. You should see a number of collections with the description "UCCE synch insert collection". These are updated by the Synchronize process above. If you have any other collections, select each one and ensure that they are not built by either a rule (Regular Expression or Identifier) that would always include this agent, nor are they "Values" type collections which are static assignments. In either case, you can update the rule to exclude this agent. Once you have done this, use the refresh process to update the members of the collection.
3. If the agent is shown correctly from one node but not the other nodes, click on the Synchronize Cluster at the top of the main screen for CUIC. This will update the in-memory data and synchronize anything that one node may know that the others do not. If this does not work, check utils dbreplication runtimestate at the CLI to ensure that the database is in sync.
4. There is one final item to check if all of these do not work and if the agent shows up correctly on one node but not others. This is the Hazelcast Cluster. You can find the steps for this here, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1201/maintain_and_operate/guide/cuic_b_admin-console-user-guide-1201/cuic_b_admin-console-user-guide-1107_chapter_0101.html?task_BB1...
   Hazelcast has been used in CUIC for several versions now and I do see issues with Hazelcast from time to time, especially when there is a WAN between the two nodes that blocks multicast traffic. 

Hope this helps resolve your issue.

Robert W. Rogier
Technical Consulting Engineer – Contact Center Enterprise
E2E Lead | Subject Matter Expert – ECE, CCMP, CCDM
Phone: +1 919 574 5993
Email: rorogier@cisco.com
Business Hours: 8AM to 5PM ET

[mbuk123]

Hi, yes it is PCCE to CUIC. i found this error in the CUIC admin console

"doBulkInsert for Supervisors failed: SQLException: Key value for constraint (informix.u120_108) is still being referenced" have you seen this before. All most certanly related to the users not updating. Screenshot attached. Thanks in advance for your help.

Andrew

[Robert W. Rogier]

Hello Andrew,

Looks like there are a couple of defects around this. Could you please download and install the latest ES/COP file for your version of CUIC if you have not done so already? If you have done this and the issue is still not resolved, I'd recommend opening a service request with TAC and we can help you further.