[cisco-voip] UCCX - CAD Agent Login Timeout

Fri Nov 20 12:23:32 EST 2009

Just to let you know that the combination of the 3 workarounds is a success:

CAD workaround (CSCta49259)
UCCX workaround (CSCsv31620)
CCM workaround (Enterprise Parameters:Security Parameters:Enable Caching -> Changed to True)

Thanks.

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

-----Original Message-----
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Antonio Soares
Sent: segunda-feira, 9 de Novembro de 2009 13:06
To: 'Carter, Bill'
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

After applying both the Server and Client workarounds, the logins are failing randomly. I will apply the change you mentioned to see
what happens.

Thanks.

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

-----Original Message-----
From: Carter, Bill [mailto:bcarter at sentinel.com] 
Sent: segunda-feira, 9 de Novembro de 2009 3:36
To: James Buchanan; Antonio Soares; cisco-voip at puck.nether.net; amsoares at netcabo.pt
Subject: RE: [cisco-voip] UCCX - CAD Agent Login Timeout

I had a customer run into this problem a few months ago. We tried the CAD client change with minimal effectiveness.

Finally we found a change that fixed it with a CallManager change:

Enterprise Parameters:
Security Parameters
Enable Caching -> Changed to True.

"Enabling caching causes credentials to be stored in memory for up to 2 minutes. This could save time if a credential is used often,
by using memory, rather than making a query of the database to authenticate."

This helps in a situation when there are many requests. Each request has to check against LDAP. Enabling Caching caches results for
a brief period, thus limiting UCM from constantly querying LDAP and utilizing cached results.

We only had 130 agents, but seemed to resolve the issue.

~*~*~*~*~*~*~*~*~*~*
Bill Carter
Senior Business Communications Analyst
CCIE 5022
Sentinel Technologies
SNR 217.391.5015
~*~*~*~*~*~*~*~*~*~*

________________________________

From: cisco-voip-bounces at puck.nether.net on behalf of James Buchanan
Sent: Sat 11/7/2009 3:21 PM
To: Antonio Soares; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

I hit something very similar to this about a week ago. The way I resolved it was to disable the setting under Internet Explorer
options, under Connections, LAN Settings "Automatically Detect Settings" for automatically detecting a proxy server. I think that
was introducing enough extra time to cause my logins to fail.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Antonio Soares
Sent: Thursday, November 05, 2009 4:29 AM
To: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

24 hours later and it stop working again. I saw several java exceptions in the MIVR logs and i decided to apply the CAD workaround.
And it worked... So it seems the upgrade is inevitable...

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

________________________________

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Antonio Soares
Sent: quarta-feira, 4 de Novembro de 2009 15:50
To: 'Tanner Ezell'
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

Guys, it is working now and i nothing was rebooted/restarted. It seems this change can take a while to be effective. So as Sean
mentioned, we need to modify the "com.cisco.user.io.timeout" value in the Registry and in the application.MIVR.properties. The CAD
workaround was not needed.

Thanks.

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

________________________________

From: Tanner Ezell [mailto:tanner.ezell at gmail.com] 
Sent: quarta-feira, 4 de Novembro de 2009 15:27
To: Antonio Soares
Cc: Alex Hope; Sean Walberg; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

At the very least you should restart the CCX engine. I'm not certain, but it may require a reboot if that doesn't work.

On Wed, Nov 4, 2009 at 9:23 AM, Antonio Soares <amsoares at netcabo.pt> wrote:

Well, but this Bug mentions that Server Side configuration did not resolve the issue. And i applied the Server Side changes without
success. Then i applied the CAD workaround also without success. I have the impression that i need to restart something in the
Server side... Maybe the Engine or the whole CRS Server ?

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

________________________________

From: Tanner Ezell [mailto:tanner.ezell at gmail.com] 
Sent: quarta-feira, 4 de Novembro de 2009 15:20
To: Alex Hope
Cc: Antonio Soares; Sean Walberg; cisco-voip at puck.nether.net 

Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

The problem with this work around is you'll have to deploy it to all client PC's with CAD. Which in any installment over 1 person is
a major PITA, versus the other workaround which is done server side.

On Wed, Nov 4, 2009 at 9:15 AM, Alex Hope <AlexH at boice.net> wrote:

Here is some info regarding the workaround. I believe this is fixed in SR4. 

CSCta49259 Bug DetailsTop of Form

CAD client timeout value not present in PhoneDev.cfg. 

Symptom:

Per MIVR logs CAD side is timing out and changes to the server-side properties did not resolve the issue. 

Conditions:

UCCX 7.0(1) CAD

Workaround:

on CAD client PC 
C:\Program Files\Cisco\Desktop\config, there should be a file
called PhoneDev.cfg.

add ->
[ReqTimeout]
Milliseconds=30000

save then restart the CAD client .

Status 
Fixed 

Severity 
3 - moderate 

Last Modified 
In Last 3 Days 

Product 
Cisco Unified Contact Center Express 

Technology 

1st Found-In 
7.0(1)SR1 

Fixed-In 
Release-Pending 

Alex

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Antonio Soares
Sent: Wednesday, November 04, 2009 10:04 AM
To: 'Tanner Ezell'; 'Sean Walberg'
Cc: cisco-voip at puck.nether.net

Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

I'm running 7.0(1)-Build168 so it means it's affected by the Bug. But i prefer a workaround instead of an upgrade :)

Regards,

Antonio Soares, CCIE #18473 (R&S)
amsoares at netcabo.pt

________________________________

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Tanner Ezell
Sent: quarta-feira, 4 de Novembro de 2009 14:54
To: Sean Walberg
Cc: António M. Soares; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX - CAD Agent Login Timeout

FYI- 

You didn't state your specific UCCX version, however this bug was resolved in 7.0(1) SR2; If you're running 7, it may be worthwhile
to upgrade.

2009/11/4 Sean Walberg <swalberg at gmail.com>

I had a similar problem last year, on boxing day no less. CUCM LDAP timeout is ~30 seconds, but IPCCX AXL timeout is 10 seconds.
Here are some notes from my case:

Customer is hitting bug CSCsv31620 - CAD/CSD login gets timed out when the primary AD
server is down in CCM.  CCM keeps trying primary AD server for 30 seconds, but CAD times
out in 10.  Workaround is to change timeout in registry:

[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\CRS\Properties\application.MIVR.properties]
"com.cisco.user.io.timeout"="30000" 

and application.MIVR.properties using Servicability tool:

com.cisco.user.io.timeout=30000

Workaround was applied and agent was able to successfully log in. 

I think that's all done on the IPCCX server...

Sean

2009/11/4 António M. Soares <antonio.soares at convex.pt> 

	Hello group,

	I'm facing a problem with CAD agents login timeout. This is a new problem and the workaround is to disable the LDAP
Authentication.
	I see this timeout in the MIVR logs:

	++++++++++++++++++++++++
	3103111: Nov 04 10:35:39.694 BST %MIVR-SS_RM-7-UNK:Trying to authenticate agent XXXXX
	3103149: Nov 04 10:35:49.694 BST %MIVR-LIB_AXL-4-AXL_TIMEOUT_DETECTED:AXL Timeout Detected:
	Cmd=AXL-ExecutionCmd-127608.CCMUserAuthenticationSOAPAdmin:
	3103150: Nov 04 10:35:49.694 BST %MIVR-SS_RM-7-UNK:Unable to authenticate user: XXXXX Exception:
com.cisco.user.TimeoutException:
	AXL operation timed out: ; nested exception is:
	       com.cisco.config.axl.TimeoutAXLException: Timeout expired
	++++++++++++++++++++++++

	The login fails after exactly 10 seconds so i wonder where can i increase this timeout. This would be a better workaround
while we
	troubleshoot the root cause.

	Thanks.

	Regards,

	Antonio Soares, CCIE #18473 (R&S)
	amsoares at netcabo.pt

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-- 
Sean Walberg <sean at ertw.com>    http://ertw.com/

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-- 
Regards,
Tanner Ezell

-- 
Regards,
Tanner Ezell

-- 
Regards,
Tanner Ezell

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