UCCX 10.6 Document Manager Partial Service

[Jason Amick]

Need a little help on troubleshooting why our Master UCCX box is partial service.  We have an HA UCCX setup and the sub service Document Manager of the Cisco Unified CCX Engine service is showing as partial service.  What logs would I need to pull to see what XML file in the document repository is causing the document manager to not go IN SERVICE??  We have already attempted a reboot of the UCCX cluster and no change, Thanks!!

[Mark Swanson]

There's a couple of debugs you can run but this service should be "partial" for both nodes. Under the UCCX Document Manager, check for incorrect file formats or unsupported documents.

For example, if you upload an xml file... you should be able to open this file with IE or Firefox without any errors. If there's errors, the browser should indicate where the error is.

If everything checks out Ok, then you can run some debugs. Do your scripts contain document steps? If so, are they used?

[Jason Amick]

Mark:

Thanks for the response and I will keep this in mind next time I see this happen.  For the time being a restart of the UCCX engine resolved the document manager being partial service.  Yes we do have some scripts that contain document steps.  Thanks!!

[Mark Swanson]

Gotcha. Glad to hear you were able to resolve your problem. 

Yeah, I was going to suggest restarting the CCX Engine since the 'Document Manager' service resides under the CCX Engine but I didn't know if you were able to simply restart this service... or, if you needed to schedule an service outage since agents would be knocked offline and callers would be dropped.

There's only a handful of reasons why this service would prompt you to restart. Probably the most common reason is, admins unknowingly modify (i.e. rename, delete, recreate, etc.) the default folders listed under Document Management. If you want to add new folders, create them under the default folders.

If you didn't change the folders, then chalk this up as 'FYI'. Again - there's a handful of reasons why this service would enter into a Partial Service but the two listed above, would be the most common. Just in case you experience this problem again. Good Luck.