UCCX 12.0 HA - Agents not Showing on Sub

[jeremiah.cox2]

Hello,

We are running two UCCX 12.0 servers in HA configuration. I have recently added several new agents through CUCM. Typical configuration - phone with primary number, device profile with primary and UCCX extension, added to JTAPI and RMCM, profile has correct permission. No issue with agents signing into Finesse.

I can sign into both pub and sub under UCCX Administration, subsystems, RMCM, resources. I see the agents on both servers, they are in the correct resource group and team. However, when I sign into Finesse, my account is in the administrators group, through the sub I do not see my new agents, though they do appear when I sign into Finesse through the pub.

Through the UCCX Serviceability I did restart the notification service on the pub and then the sub as there was a notification service error when signing into Finesse through the pub. I dont see any additional errors, the Datastore Control Center shows all datastores read/write and running. I performed a JTAPI resynce and both servers were restarted less then 50 days ago.

Any thoughts on why I would see the new agents on the pub and not the sub?

[Elliot Dierksen]

That sounds like replication between publisher and subscriber is not working. From the CLI, use the following commands to see if there is something obvious wrong.

utils dbreplication runtimestate

utils uccx dbreplication status

[jeremiah.cox2]

Thank you for the insight, I ran the requested commands from the pub.

admin:utils dbreplication runtimestate

Server Time: Wed Aug 3 08:26:34 EDT 2022

Cluster Replication State: BROADCAST SYNC ended at: 2020-03-28-14-29
Sync Result: SYNC COMPLETED on 855 tables out of 855
Sync Status: All Tables are in sync
Use CLI to see detail: 'file view activelog cm/trace/dbl/20200328_141925_dbl_repl_output_Broadcast.log'

DB Version: ccm12_0_1_10000_24

Repltimeout set to: 300s
PROCESS option set to: 1

Cluster Detailed View from vsv-1kw1-uccep01 (2 Servers):

PING DB/RPC/ REPL. Replication REPLICATION SETUP
SERVER-NAME IP ADDRESS (msec) DbMon? QUEUE Group ID (RTMT) & Details
----------- ---------- ------ ------- ----- ----------- ------------------
vsv-1kw1-uccep01 172.17.4.13 0.022 Y/Y/Y 0 (g_2) (2) Setup Completed
vsv-6nc1-ucces01 172.17.6.13 0.408 Y/Y/Y 0 (g_3) (2) Setup Completed

admin:utils uccx dbreplication status
SERVER ID STATE STATUS QUEUE CONNECTION CHANGED
-----------------------------------------------------------------------
g_vsv_1kw1_uccep01_uccx 1 Active Local 0
g_vsv_6nc1_ucces01_uccx 2 Active Connected 0 Aug 2 09:52:44

------------------------------------------------------------------
REPLICATE STATE
------------------------------------------------------------------
db_cra:informix.audit_residualskills Active
db_cra:informix.eemstatedescription Active
db_cra:informix.dialinglisthistory Active
db_cra_repository:informix.promptsfiletbl Active
db_cra_repository:informix.scriptsfiletbl Active
db_cra:informix.contactqueuedetail Active
db_cra_repository:informix.promptsfoldertbl Active
db_cra_repository:informix.documentsfoldertbl Active
db_cra:informix.contactroutingdetail Active
db_cra:informix.latestsynchedtime Active
db_cra:informix.textagentstatedetail Active
db_cra:informix.textcontactqueuedetail Active
db_cra:informix.purgehistory Active
db_cra:informix.licenseutilizationdetail Active
db_cra:informix.textagentwrapupdetail Active
db_cra:informix.audit_skillgroup Active
db_cra:informix.agentstatedetailsnapshot Active
db_cra:informix.eemreasoncodedescription Active
db_cra:informix.eemactiveemail Active
db_cra:informix.eememailagentstatedetail Active
db_cra:informix.textagentconnectiondetail Active
db_cra:informix.audit_reskill Active
db_cra_repository:informix.grammarsfoldertbl Active
db_cra_repository:informix.sysgrammarsfoldertbl Active
db_cra:informix.contactcalldetail Active
db_cra:informix.eememailstatusdescription Active
db_cra:informix.eemcontactemaildetail Active
db_cra:informix.eemqueueagentdetail Active
db_cra_repository:informix.scriptsfoldertbl Active
db_cra:informix.reasoncodelabelmap Active
db_cra:informix.outboundimportstatus Active
db_cra:informix.textratingdetail Active
db_cra_repository:informix.grammarsfiletbl Active
db_cra:informix.monitoredresourcedetail Active
db_cra_repository:informix.latestsynchedtime Active
db_cra:informix.agentstatedetail Active
db_cra:informix.agentcalldetailsnapshot Active
db_cra:informix.contactwrapupdata Active
db_cra_repository:informix.sysgrammarsfiletbl Active
db_cra:informix.agentconnectiondetail Active
db_cra:informix.remotemonitoringdetail Active
db_cra:informix.textcontactdetail Active
db_cra:informix.textcustomerdetails Active
db_cra_repository:informix.documentsfiletbl Active
------------------------------------------------------------------

[jim-j]

Have the missing agents logged into Finesse on the pub?  Can they log into the subscriber's Finesse page?

[jeremiah.cox2]

Per their manager, all three agents are using the Subsriber Finesse login. I have requested access to one of the three accounts for testing.

[jeremiah.cox2]

One of the three agents is off today so I now have access to the account.

I can successfully sign into both the pub and sub with the account. The difference I noticed is that when I sign into the sub I do not see the account listed under the "Agent Team Summary Report." When I sign into the pub the account is listed in this section. I have verified the account is in the correct Team and Skills in UCCX.