About joesnyde

joesnyde · ‎12-07-2011

Hi Jos Updating the ports configured for the LDAP server does not require a reboot, the port update is dynamic. However, if you encounter the CAD timed out error, typically rebooting the CUCM publisher resolves the problem. Regards Joe

joesnyde · ‎12-02-2011

Hi Jos By updating the phonedev.ini file or restarting the AXL service you could be masking a problem, either in network latency or how LDAP integration has been configured with port 389(default). If the LDAP server is also the Global Catalog you should be using port 3268 since this will reduce the time it takes for the response of authentication. Using port 389 will send the lookup to all the AD servers while using port 3268 only sends the request to that LDAP server, alleviating the amount of lookups. Please refer to the following technote http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b28d01.shtml Ports used for LDAP, Microsoft http://technet.microsoft.com/en-us/library/dd772723(WS.10).aspx Regards Joe

joesnyde · ‎11-09-2011

Hi Olga Did you also setup the back storage location? This is necessary for the backup schedule to run. Regards Joe

joesnyde · ‎11-09-2011

Hi JPSweeney77, Be sure to remove the Enhanced licenses after you upload the new Premium licenses. CCX cannot run with two different license levels installed. If you are familar with CET you can remove the licenses from there, otherwise open a TAC SR to have the licenses removed. Regards Joe

joesnyde · ‎11-08-2011

Hi Scott, Wanted to verify where the issue is, you wote the following Scott Brien wrote: The agent email tab in desktop administrator is stuck on loading. Do you mean when you login to Cisco Desktop Administrator and try to configure the Global Settings? Or do you mean the actual CAD client is stuck loading the Agent Email Applet and no emails are being sent to the agents? Depending on the exact problem you may want to try a couple of things out; Be sure that the correct version of Java is installed on the agent PC, the best way to complete this is to uninstall all Java versions from the agent PC, then load CAD and allow CAD to download the version it needs to work correctly, Java 1.6.0 update 17. Then configure Java for CAD per the following guide, page 76 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf If agents are still not able to receive emails, you may need to add "send as" permissions for the user that is configured in CDA under the Global Settings on Exchange, see page 93 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf Regards Joe

joesnyde · ‎11-04-2011

Hi Nizar, The passwords you are trying to reset is for the Application user, typically used for the initial setup of UCCX. This is not to be confused with the CCX Appadmin user that would be used to login to the GUI. Since you mentioned that the user was deleted from CUCM, you would recreate or use an existing user that is an "End User" in CUCM. Once you have created this user call into TAC and we can get root access to set UCCX back to FRESH_INSTALL, then run through the initial configuration to point at the newly created or existing user in CUCM. Thank you, Joe

joesnyde · ‎10-29-2011

Hi Jon I will take a look on Monday and discuss the logs with the current engineer. Thanks Joe

joesnyde · ‎10-28-2011

Hi Jon, Thanks for the details. Could you let me know the service request number. I would like to take a look at the logs that are attached. Would also like to know the date and time of the last occurance. Thanks Joe

joesnyde · ‎10-28-2011

Hi Jon, We ask for packet captures many times since this is a very powerful tool for troubleshooting issues across WAN deployments, it allows us to see what ports and protocols are being communicated between those nodes. Has the TAC engineer asked for the MCVD and MIVR logs during the WAN outage and restore? Could you also let us know the fulll build versions of both CCX and CUCM? What version of ESXi is deployed on both your UCS servers? Their are some known issues with TCP performance on version ESXi 4.1. Could you share the MIVR and MCVD logs during a WAN outage and restore, along with the times for both? After the WAN outage and restore how long are you waiting to test calls to the CCX? In CCX adminstration go to System > System Parameters > Network Deployment Parameter and verify that it is set to WAN. You could also be hitting some known bug CSCto49135 Failover over WAN, secondary doesn't pick up Master due to NodeLeave. During your WAN outage, is the WAN completely down or is it flapping? Do you know if NIC teaming is enabled on either node? From SSH type 'show network failover detail' (without quotes). Not sure if it is even possible on a VM, but would like to have you validate. Any other details you know of please share that as well. Thanks Joe

joesnyde · ‎10-19-2011

Hi Baris, The supervisor would see any chat transcripts with agents in the same directory on their PC; C:\Program Files\Cisco\Desktop\log\transcripts. You could also view the chats in the FCCServer logs. From the RTMT, download the Cisco Desktop Call/Chat Service logs. You will need to search on the lines that are referring to the chat; Example 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2096] sendMsg: Begin. senderUserType: Agent, senderExtension: 2001, messageType: Chat-Supervisor, message: test , destinationId: supervisor, messageDuration: 0, Priority: 0. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2106] sendMsg: is Valid application ID. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2126] sendMsg: Sender is an agent, using display name: agent one. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2336] sendMsg: Supervisor message. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2357] sendMsg: Sending to supervisor: supervisor. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5266] _sendSendMsg: Begin. destType: <1>, destID: , srcType: <0>, srcID: <2001>, srcName: , msgType: <1>, message: < test >, Priority: <0>, marqueeSecondsRemaining: <0>. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5286] _sendSendMsg: Supervisor job ID: 2011-10-18 08:04:53:873 DEBUG [0x31bcba0] CChatServer.cpp[5396] getTeamSnapshot: is Valid application ID. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2096] sendMsg: Begin. senderUserType: Agent, senderExtension: 2001, messageType: Chat-Supervisor, message: test , destinationId: supervisor, messageDuration: 0, Priority: 0. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2106] sendMsg: is Valid application ID. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2126] sendMsg: Sender is an agent, using display name: agent one. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2336] sendMsg: Supervisor message. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2357] sendMsg: Sending to supervisor: supervisor. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5266] _sendSendMsg: Begin. destType: <1>, destID: , srcType: <0>, srcID: <2001>, srcName: , msgType: <1>, message: < test >, Priority: <0>, marqueeSecondsRemaining: <0>. 2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5286] _sendSendMsg: Supervisor job ID: I hope that helps you out. Joe

joesnyde · ‎10-18-2011

Hi Graham Exactly the behavior you encountered, opening and saving a script from the repository will zero out the script. If you want, open a service request and we can provide you with a rollback cop. The new updated SU2 cop has been posted; ciscouccx.851SU2COPtwo.cop.sgn http://www.cisco.com/cisco/software/release.html?mdfid=270569179&softwareid=280840578&release=8.5(1)SU2&relind=AVAILABLE&rellifecycle=&reltype=latest Regards Joe

joesnyde · ‎10-18-2011

Hi Baris, At the agent PC navigate to C:\Program Files\Cisco\Desktop\log\transcripts. The folder will only be present if the agent has used the chat function of CAD. Regards Joe

joesnyde · ‎10-17-2011

Usually they are posted monthly. But I don't have any time frame at the moment. Joe

joesnyde · ‎10-13-2011

Hi Nick Just got this from the BU today CUCM Version Compatible UCCX Versions 8.6(2a) UCCX 8.5(1), 8.5(1)SU1, 8.5(1)SU2 8.5(1)SU3 UCCX 8.0(2), 8.0(2)SU1, 8.0(2)SU2, 8.0(2)SU3, 8.5(1), 8.5(1)SU1, 8.5(1)SU2 Looks like your in luck. Joe

joesnyde · ‎10-13-2011

Hi Nick Our internal site has not yet listed 8.6.2a at this time. However 8.6.1a has been qualified. APPLICABLE FOR UCCX 8.5(1), 8.5(1)SU1 and 8.5(1)SU2: CUCM Version JTAPI Version FileName 8.0(1) 8.0(1.10000)-3 8.0.1.10000-40 8.0(2) 8.0(2.10000)-3 8.0.2.10000-24 8.0(2b) 8.0(2.10000)-3 8.0.2.30000-1 8.0(2c) 8.0(2.10000)-4 8.0.2.40000-1 8.0(2c)SU1 8.0(2.10000)-4 8.0.2.41900-3 8.0(3) 8.0(3.10000)-2 8.0.3.10000-8 8.0(3a) 8.0(3.10000)-2 8.0.3.20000-2 8.0(3a) SU1 8.0(3.10000)-2 8.0.3.21900-8 8.0(3a)SU2 8.0(3.10000)-2 8.0.3.22900-5 8.5(1) 8.5(1.10000)-1 8.5.1.10000-26 8.5(1)SU1 8.5(1.10000)-1 8.5.1.11900-21 8.5(1)SU2 8.5(1.10000)-1 8.5.1.12900-7 8.6(1) 8.6(1.10000)-1 8.6.1.10000-43 8.6(1a) 8.6(1.10000)-1 8.6.1.20000-1 Joe

Date Registered	‎10-23-2006 05:25 AM
Date Last Visited	‎11-02-2017 07:18 AM
Total Messages Posted	256
Total Helpful Votes Received	182

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