We have a 200+ agents hosted call center running UCCE. Agents are on Finesse and CIPC. Since the 2 months we are facing several issues with Finesse and CIPC.
Either CIPC gets unregistered causing finesse to logout. Or Finesse alone displays an error saying connection error. The reason code from UCCE are 50002 or 50003.
This is not happening for all agents at once. It is randomly happening across the floor but very frequent with 40-50 issues reported every day.
We have been working with the hosted service provider (their IPT team, network team) , Cisco TAC, our Network team and they did extensive troubleshooting on the network since the reason codes were pointing to the network. Run debug / and packet capture on every single hop from the agent laptop to the UCCE/CUCM. All they could all find was that the at some point when an agent is reporting an issue the client laptop stops responding to the server and server resets the connection.
1. Upgraded all laptop BIOS and NIC card drivers
2. Upgraded all CIPCs to version 220.127.116.11 (Got this release directly from TAC)
3. Added exception rules in McAfee running on the laptops to make sure that the traffic from the hosted provider is not blocked in anyway.
CIPC version: 18.104.22.168
Windows 10 mostly and some Windows 7
I am attaching a CIPC log file from an agent when the disconnection happened. I am attaching the file from the specific time slot to point to the same time frame.
Thu Oct 03 11:08:44.203 : DET : ( 3448) SIPCC-ENTRY: LINE 59/1: sipTransportSendMessage : Stopping reTx timer
Thu Oct 03 11:08:44.203 : DET : ( 3448) SIPCC-SIP_STATE: 59/1, sip_reg_sm_change_state: Registration state change: SIP_REG_STATE_UNREGISTERING ---> SIP_REG_STATE_UNREGISTERING
Thu Oct 03 11:08:44.280 : ERROR : ( 3448) SIP : sip_tcp_newmsg_to_spi : RCV: TCP message=
The above 3 log lines are the ones we see in all agent CIPC logs and they are logged several times during the day in all og files. Could someone shed some light?
Is that a fact that uccx12 and windows 12 using CIPC SCCP thru VPN are not compatible?
Were have agents that are connected thru checkpoint vpn just randomly drop a few times a day and show "phone not in service"
Until they go not-ready and back to ready.
Anyone run into this issue? Im thinking Checkpoint may be the issue.
I changed the agents profile to CIPC SIP, but there was an audio issue with Checkpoint, so I had to change them back.
As per log CUCM version is 11.5 and it will support Cisco IP Communicator 8.6(4) and later version.
if it is mobile agents " Cisco IP Communicator does not support for CAD IP Phone or mobile agents"
Please confirm when CIPC is going down - During Inbound , Outbound or Hold scenario. If during outbound/Hold scenario we need to check MTP
otherwise Install Cisco Jabber for Windows 10.x to 11.x for Voice only and test it