UCCX 12.5.1 SU1 - Finesse User are Locked Out While CUCM upgrades from 12.5.1(SU2 to SU4)

[Leah Sittig]

We are a hospital and have upgraded our UCCX to 12.5.1 SU1 due to numerous issues.  We have run into a bug CSCvt65696 and need to upgrade CUCM from 12.5.1 SU2 to SU4.  In our test environment, while upgrading to the inactive partition any new Finesse logins are greeted with "Incorrect username or password.  Try again".  The existing Finesse agents are working but of course we have shift changes/lunch/etc.

What do other companies do when they are a 24x7 shop.  We have CTI Failover to Hunt Pilots and manually add extensions when doing maintenance.  Just wondering if this is our only option.  

NOTE:  After the CUCM test environment was loaded to the inactive partition.  we are still locked our of Finesse.

[rikardkrvaric]

Open a TAC case, severity 1.

1-800-553-2447

[Roger Kallberg · Accepted solution]

The lock will stay in place until you switch the version to the new one.

When we do updates we plan for it to be done during hours where there is the least amount of agents on shift and have all of them logged into Finesse before the upgrade begins, but not in Ready state if not scheduled to take part of managing calls for the service. This could alleviate the pain point for agents not being able to login into the system to if needed take part of managing calls as they can change state between Not Ready and Ready. It’s far from perfect, but this is the best option we have come up with.

[acdciscotac]

 Is this still persist , We are  planning upgrading CUCM to 15SSU2 from 12.5 and contact center already upgraded to 12.5.1.11003-511. Users are using EM and finsee login

[Roger Kallberg]

AFAIK this is still how it operates when CM is being upgraded.

[acdciscotac]

Also, I hope this lock is only until the publisher is upgraded or the entire cluster is upgraded.

[Elliot Dierksen]

The lock is until all cluster nodes including IM&P are upgraded and services started. If you are using EM for the UCCX agents, you can mitigate this by having an additional EM service that is pointed at a subscriber. Side note, but knowing when shift changes occur is something that is part of planning process for upgrades at 24x7 shops. In some cases the users may need to swap desks without logging out even though that would normally be a security concern.

[acdciscotac]

Thanks to all for your response in short note. How it will be if I make all agents who is going to login during upgrade to local user pre upgrade and make the lines hardcore to those phones . 

[Igor-Lukic · Accepted solution]

Hi @acdciscotac and @Leah Sittig,

the observed issue is due to the AXL API being locked to prevent any critical changes during the upgrade / update procedure. According to Cisco a vast amount of upgrades / updates failed due administrators making changes to the configuring while the upgrade / update was carried out.

Starting with CUCM v12.5 this new feature was introduced. If you would like to enable configuration changes, then you can issue the following command on the CLI of the CUCM Publisher, once the upgrade is started:

utils system enableAdministration

Please also refer to: Command Line Interface Reference Guide for Cisco Unified Communications Solutions, Release 12.5(1) - Utils Commands [Cisco Unified Communications Manager (CallManager)] - Cisco

Once this command is issued, your agents will be able to login into Finesse. UCCX uses CUCM AXL API for authentication purposes and if AXL operations are disallowed (during an upgrade / update), then login fails.

Best regards

Igor

[acdciscotac]

This will be a great. Thanks a ton

[Igor-Lukic]

You are welcome! Issuing that command is always on my upgrade list, when upgrading a CUCM environment that is integrated with UCCX.

Best regards

Igor

[acdciscotac]

Sure. Hope this command to be executed prior to the upgrade. Please confirm . Also , EM service will be functioning from Publisher during upgrade.

[Igor-Lukic]

No, the command can only be executed after the upgrade / update has been started.

Unfortunately, most of my previous upgrades were in environments that did not use EM extensively, so I have not tested what happens exactly. My assumption is that there should be no issues, but if you have any chance to test it, I would recommend to do so.

Best regards

Igor

[Elliot Dierksen]

The upgrade doesn't log users out of EM. It will just lock you into the EM state they were in when the upgrade started. You don't have to hard assign DN's to phones. It depends on the process the agents use to login in. If you have extra workstations available, you could leave agents EM logged in that will be there during a shift change while the upgrade is in progress.

[acdciscotac]

Thanks for the support . I could rather be interested in admin unlock command mentioned above.