Hi,   Kindly share the following :   - Complete UCCX version: - Complete browser version for Mozilla : - If you are running 11.5 or higher, is the same issue noticed on chrome and IE as well :       ... View more

Hi   Kindly share the following :   - What error/notification do you see on the live data gadgets?if possible share a screenshot: - Output of this command from UCCX server (from both if HA)  : show cert list own   ... View more

Hi,   Do you have the CCX Engine and JTAPI logs for one such call that shows unknown. If yes, kindly attach it here.   ... View more

Hi,   Chrome is not a supported browser for Cisco finesse on version 10.6 : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat10_6_1_su3.html#Supported_Browsers_   Kindly try IE 11 native mode or Mozilla and let me know if you notice the same issue or not. ... View more

Can you confirm if telephony on UCCX pub is partial or out of service as these are two different things. Partial would mean some CTI ports or route points have config issues which can easily be verified by logging into UCCX RTMT>Click on "Cisco Unified CCX" button located at the bottom left corner>double click"CUCM telephony data">Double click "Summary" and check for any errors reported for UCCX pub.   If telephony is out of service on pub, then it would mean the CCX engine cannot communicate with the CTI manager(CUCM) properly and none of the calls would work. A starting point would be to restart the CCX engine service on the uccx pub. ... View more

 Hi Daniel,   What is the complete UCCX version? Does this happen to all the agents and supervisors at the same time ?   Thanks and Regards, Deepak C Nair ... View more

Hi,   The root cause is with the Phone going down as seen in the logs. Since we have already identified the issue using UCCX log analysis, the next task is for you to collect and analyze the system event viewer and application logs and identify the reason why the phone went down. Use the link provided in my last update as a reference document. No further log analysis is required from Contact Center point of view and i hope the analysis provided was helpful in narrowing down the issue.   Thanks and Regards, Deepak Nair           ... View more

Hi,   As suspected, we get "32759" in the logs which points to a phone down situation  :   000224659: 10.172.152.17: Dec 26 2017 12:32:49.377 +0100: %CCBU_EVENT_POOL-2-worker-39-6-DnE-CHECKPOINT-5 - : %[Dispatch Stats=CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 2, CTI_CMD_TOTAL_EXECUTION_TIME: 2][Overall Msg Stats=CTI_MSG_RCV_TIME:Dec 26 2017 12:32:49.374,CTI_MSG_TOTAL_PROCESSING_TIME:3,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:1,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:2,CTI_MSG_LATENCY:10,CTI_SOCKET_WAIT_TIME:0][Payload=CTIAgentStateEvent [skillGroupState=2 (NOT_READY), stateDuration=0, skillGroupNumber=-1, skillGroupPriority=0, agentState=2 (NOT_READY), eventReasonCode=32759, numFltSkillGroups=0, CTIClientSignature=null, agentID=7003820, agentExtension=5501, agentInstrument=null, agentID_Long=7003820, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[], MRDId=1, agentMode=0]CTIAgentStateEvent [ invokeID=null, cti_sequence_id=31870, msgID=30, msgName=AgentStateEvent, deploymentType=CCX]][SEQ=[7003820, 5501]]: Completed task I also noticed NTP reach-ability alerts on Dec 26 after 11:30am :   Dec 26 11:32:06 cli-uccxpub user 4 platform: Response from 'ntpdate -q': server 10.172.158.13, stratum 0, offset 0.000000, delay 0.00000#01226 Dec 11:32:06 ntpdate[25141]: no server suitable for synchronization found. Dec 26 11:32:06 cli-uccxpub user 4 platform: External NTP server (10.172.158.13) is currently inaccessible or down. Verify the network between the primary node and the external NTP server 10.172.158.13 and that it's NTPv4.  Also check the status of the NTP client on this node via CLI 'utils ntp status'.  If the network is fine, restart NTP on this node via CLI 'utils ntp restart'. Two things you can check :   - Check the CUCM event viewer application and system logs to see why the phone went unregistered on Dec 26 2017 at 12:32:49 Use this document for reference : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/8_x/ccmalarms861.html   - Run the command"utils ntp status" and make sure there are no NTP issues on the UCCX server.   Thanks and Regards, Deepak Nair ... View more

Hi,   I do not have the credentials to download the logs. Is there an alternative way for you to attach the logs.   Thanks and Regards,     ... View more