UCCX 10.5 - all calls stuck in queue despite all agents on ready

[stefankeissner]

Hi all,

since last Friday all calls on both my contact centers (not in HA) get stuck in the queue and don´t pass on to the agents, who are all on ready.

I already did read a lot on this board and other similair issues and I checked a lot of stuff and restarted all UCCX servers and the publisher, which didn´t help.

The users are using CAD and I have verified that they can control their phone over CAD (make calls etc.), so the CTI manager is working fine too.

All CTI ports are registered and the call gets pass all voice prompt options, but gets stuck in the end saying that no one is available in this moment.

The only thing which changed since Friday is that our old domain controller (2003) got demoted, which was configured as LDAP directory in the Publisher.

I quickly changed the domain controller to our main one and verified that the LDAP connection was working. (Agents can login with AD account and new accounts are beeing synced to the Callmanager)

So therfore I am lost on this and hope anyone has an idea what else I could check or verify or did someone have a similar issue?

Regards

Patrick

[Deepak Rawat · Accepted solution]

Hello Patrick,

Is the issue still happening or has that been resolved after the cluster reboot and you are now looking for RCA. In case, if it is still happening then below are the questions and alternatives that you can try:

1) Is it happening for all of the calls that are coming into the Call Center or only few of them

2) How did you check the agents are really in Ready state and not in any other

3) Try changing the script to the default ICD.aef on one of the UCCX applications and then check to isolate any script related issues

4) When the agents are not getting the calls so what is happening to those calls. Are they getting disconnected or keep listening to music on hold

5) In case, it is happening sporadically collect the CCX Engine and Jtapi logs and then provide the calling, called number and approximate time of issue. You can attach them here and I can further review them. Before collecting the logs, please make sure to increase the logging like below:

For Cisco Unified CCX Engine, check all the below boxes till XDebugging2 only exception Eng which needs to be set till XDebugging3

Eng

SS_Tel

SS_CM

SS_RM

SS_RMCM

ICD_CTI

For Cisco Unified CM Telephony Client better known as Jtapi logs, check all the boxes on the page except MISC_Debugging

In case,if it is a pressing/hot issue then contact TAC for a speedier resolution

Regards

Deepak

[stefankeissner]

Hi Deepak, thanks for the feedback! Yes the issue is still ongoing, below you can find the answers:

1) its happening to all Agents on 2 different CCX servers in 2 countries (both having the same CCM publisher)

2) Status Ready was shown in the CAD software on every agent PC

4) caller keeps listening to music on hold forever (tested it for about 5min then I hung up)

5) Happens to all calls since Friday, currently I have backup hunt groups in place, so customers can reach us.

- I will check for point 3 at lunch break and try to verify

- About point 5, I have logs from yesterday when i was stuck in the MOH for 5 minutes, if this helps?

Calling Number: 900199

Called Number: 312555 (CTI Port)

Agent on Ready: 318417

[thiagopereira]

Hello,

This is happening in my environment, the problem was solved? Can you help me?