XML Parse Error[4]

[erikbcb01]

Yesterday we suddenly got this on all our agent phones. Those that were in Ready state, could still receive calls (and outgoing), but those who were not in a Ready state were unable to enter one, and those who were logged out of our Main call center service/queue, were unable to login. 

It was a very disrupting event for our call center.

There had been no configuration changes or anything. 

I first tried restarting various services, but it didn't help, so in the end I had to completely restart all our virtual servers (2 CM, 2 CCX), and we were good.

What could be the cause of this? What/where should I look for? (logs). 

We are running 2x CCX 8.5.1.11003-32 and 2x CM 9.1.2.10000-28.

[Manish Gogna]

Hi,

When this issue occurs try restarting the Cisco Browser and IP Phone agent service first.

In case of HA setup there are possibilities of both of them showing as Master and it can cause issues, the IPPA needs to be pointing to the active server

Some of the logs that will be required are - MIVR, Browser and IP phone Agent Service and Cisco Desktop IP Phone Agent Service.

Manish