Resources are not configurable under RMCM and User

[arifsultanal]

Hi

I am using UCCX 8 with CUCM. Whatevere Agnet / end user I am making in CUCM its coming to UCCX. But I can not getting them onder RMCM. When I am going uder tools>viewuser and clicking one user and Configuring resources its gives error "Error Occured while reading the resources".

i have checked my RMCM, Axl, CTI user and seems like every thing is fine. Please give me update on this how can I enable all user under RMCM.

BR

Saa

[arifsultanal]

Hi

In a word my problem is

"Agents do not appear in the Resources area in the  Cisco Unified CCX Configuration web page."

please help...

[Amer rajai Sha'er]

Hello,

Is the end user on the CUCM has the IPCC Extension ???

And are all the phones associated with the application user ?

Amer

[arifsultanal]

Hi

end user on the CUCM has the IPCC Extension....Yeah..

all the phones associated with the application user......RMCM application user is having all phone.

Best Regards

Sultan Al Arif

[ankitaja]

Please try to perform a Synchronize Directory Service under Cisco Desktop Admin and then
try again to see how thing goes.

Also, please check on CUCM side to see if those agent shows up in the End user page and
try to log in under http://CUCM/ccmuser page.

I had seen a case where restart of the server had fixed the issue. 

[Pablo Leiva]

Just before restarting the server, please try just restaring the CTI manager service on the CUCM cluster.

HTH

Pablo

[arifsultanal]

Hi Ankita

I have  done Synchronize Directory Service under Cisco Desktop Admin but no luck. Restarted the clusters...No Luck...Restarted all the services in boith CUCM and UCCX but no Luck....

Yeah I can login from CUCM user page.

I have found the bellow link

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801786cb.shtml
This issue cisco marked as Bug.
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCsv98008

Here its says upto version 7 its bug. I am using 8.0.1.1000-38
 

What to do not having another options.

Best Regards
Sutlan Al Arif

[ankitaja · Accepted solution]

Hi Sultan,

Are all the services up and running?

Do you see the Inactive agents hyperlink on the Resources page? Do you see the agents there?

Can you verify that the CM you have is compatible with UCCX .. her eis the link to compatibility guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Please see what error it throws when reproducing the issue in the MADM (cisco Unified CCX Administrator) logs. You can pull the logs using RTMT tool.

[ankitaja · Accepted solution]

What is the exact version of UCCX you are running. You could be running into this bug:

http://cdetsweb-prd.cisco.com/apps/dumpcr?identifier=CSCti26255&parentprogram=QDDTS

hen creating a new agent on the system, within the User configuration screen, an error is seen when clicking on "configure resource". The message is "Error occured while reading the Resource"

MADM logs show the following:


3591: Jul 09 17:29:32.796 EDT %MADM-ADM_CFG-3-ADM_EXCEPTION:Unknown ADM Exception: Exception=com.cisco.app.ApplicationException: Unable to acquire cluster mutex
3592: Jul 09 17:29:32.796 EDT %MADM-ADM_CFG-3-EXCEPTION:com.cisco.app.ApplicationException: Unable to acquire cluster mutex


Looking at the Directory Access Synch logs, I see this message repeatedly:

2010-07-09 17:25:54.111 INFO LRM_1000 CLrmcApiBase::GetActiveLRM: Failed to connect to ldap.

the permanent fix is to upgrade to 8.0(2) SU3.

[Md. Sultan Al Arif]

It was the compatibility issue...My CUCM version dose not support that UCCX. I am goign to upgrade..

Thanks Ankita...

BR//

Sultan Al Arif