WFM for UCCX 8.0

[andrei4andrei4]

Hello

I installed CUCM 8.0, UCCX 8.0(2) and Workforce Management 8.3(4).

And I have some questions in ACD Connection Step, because I didn't find any documentation about integration WFM with UCCX 8.0. (I found documentation only for windows ccx releases)

IP address of CUCM is 10.1.128.151, UCCX – 10.1.128.152 and hostname is "ccx".

So i entered next values to the ACD Connection Step table:

Select ACD Platform – CCX 8.0+

Instance name – ccx_uccx

Primary IP Address – 10.1.128.152

Database Name – db_cra

User name - uccxhruser

Password – ‘from CCX Password Management ’

CTI Servers – 10.1.128.151 port – 42027

But I have no any records in Agents -> Agents tab on WFM web-page.

There are no errors in ooCollector.log file.

I have the next errors in SyncServer0001.log file:

2011-04-05 17:55:17:296 ERROR STD2001 Client <Workforce Management Sync Service> failed to connect to any service.

I have the next errors in AcmiServer0001.log file:

2011-04-05 17:54:22:484 INFO ACMI0000 Using ACMI protocol version <14>.

2011-04-05 17:54:22:484 INFO WFMAS0006 Is for UCCX <true>.

2011-04-05 17:54:22:484 INFO ACMI0004 Is UCCX <true>.

2011-04-05 17:54:22:484 ERROR WFMAS2000 Internal error: An unexpected error occurred while running Acmi service.

2011-04-05 17:54:22:484 INFO WFMAS0005 Successfully connected to CalabrioCiscoComMFC socket service at localhost.

2011-04-05 17:54:22:484 INFO WFMAS0001 Acmi service has started.

2011-04-05 17:54:22:515 ERROR STD2001 Client <Acmi Service> failed to connect to any service.

2011-04-05 17:54:22:515 WARN WFMAS3001 Cannot connect to CTI service: Unable to connect to host <10.1.128.151> port <42027>.: Connection timeout.: Connection timeout..

2011-04-05 17:54:22:546 ERROR STD2001 Client <Acmi Service> failed to connect to any service.

Thank you!

[Jonathan Schulenberg]

The only thing that stands out at me is the database port should be 1504. You may want to doublecheck the DNS hostname by doing a 'show status' command from the CLI. The first row returned will be the hostname. This is important because the Informix instance name (i.e. servername_uccx) is based off of this.

[mconneran]

Hi Andrei,

Use port 12028 for you CTI connections, this should take care of the following error you are seeing in your sync log.

Cannot connect to CTI service: Unable to connect to host <10.1.128.151> port <42027>.:

The CTI port is documented in the UCCX port utilization guide.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801putil.pdf

-Matt

[andrei4andrei4]

Thanks a lot!

I entered 10.1.128.151 port 12028 to CTI Servers tab, and all records appears.

[octavian.dumitrescu]

Are you sure you put 10.1.128.151 (CUCM) and not the UCCX IP in the CTI server? It should be the UCCX IP there.

Otherwise you'll get:

2011-05-04 17:24:44:094 ERROR STD2001 Client failed to connect to any service.

Regards,

Octavian

[andrei4andrei4]

Sorry! Of course it is UCCX