[cisco-voip] UCCX 7 SR4 Reserved Issue

[Fuermann, Jason]

Thanks for the info.

From: Teixeira, Mike [mailto:mwteixeira at bendbroadband.net]
Sent: Friday, October 30, 2009 4:02 PM
To: Fuermann, Jason; cisco-voip voyp list
Subject: RE: UCCX 7 SR4 Reserved Issue

The ES they gave me to download was to fix the select resource step failing to check the availability of a resource. TAC said that SR4 had a bug fix that caused this bug to happen. They quickly turned around and put out this bug. Below is a snapshot of the MIVR logs that show the select resource step unable to check the availability of the resource.  The download had a password on it, so I assume it is an ES that is only available if you are experiencing the problem.

Mike


Cisco001MIVR247.log:7013443: Oct 29 17:43:02.558 PDT %MIVR-ENG-7-UNK:Execute step of Task 23000005475 : Interruption Handler: Select Resource (--Triggering Contact-- from sCSQ)
Cisco001MIVR247.log:7013445: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Interrupting SelectResourceStep with: Resource Available Interruption: Rsrc Name:XXXX XXXX ID: XXXXX IAQ Extn:1802, available on ESD: 45
Cisco001MIVR247.log:7013448: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Clearing interruption: Resource Available Interruption: Rsrc Name:Jerry Davis ID:jdavis IAQ Extn:1802, available on ESD: 45
Cisco001MIVR247.log:7013449: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Executing SelectResourceStep
Cisco001MIVR247.log:7013451: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Checking if rsrc allocated
Cisco001MIVR247.log:7013453: Oct 29 17:43:02.558 PDT %MIVR-ENG-7-UNK:Execute step of Task 23000005475 : Interruption Handler: Select Resource (--Triggering Contact-- from sCSQ)
Cisco001MIVR247.log:7013454: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Interrupting SelectResourceStep with: Resource Available Interruption: Rsrc Name:XXXX XXXX ID: XXXXX IAQ Extn:1802, available on ESD: 45
Cisco001MIVR247.log:7013456: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Clearing interruption: Resource Available Interruption: Rsrc Name:Jerry Davis ID:jdavis IAQ Extn:1802, available on ESD: 45
Cisco001MIVR247.log:7013457: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Executing SelectResourceStep
Cisco001MIVR247.log:7013459: Oct 29 17:43:02.558 PDT %MIVR-STEP_ICD-7-UNK:Task:23000005475 SelectResourceStep: Checking if rsrc allocated



From: Fuermann, Jason [mailto:JBF005 at shsu.edu]
Sent: Friday, October 30, 2009 12:20 PM
To: Teixeira, Mike; cisco-voip voyp list
Subject: RE: UCCX 7 SR4 Reserved Issue

Can you elaborate? I'm not seeing any ES's available on CCO

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Teixeira, Mike
Sent: Friday, October 30, 2009 1:08 PM
To: Teixeira, Mike; cisco-voip voyp list
Subject: Re: [cisco-voip] UCCX 7 SR4 Reserved Issue

Looks like ES patch was required. The system was failing at the select resource step.

Mike

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Teixeira, Mike
Sent: Friday, October 30, 2009 9:05 AM
To: cisco-voip voyp list
Subject: [cisco-voip] UCCX 7 SR4 Reserved Issue

Hi all,

Since upgrading to SR4 I have been having issues with my agents being stuck in reserved state for 120 seconds or longer. I need some help on trouble shooting. Here is what I know.

This only occurs when there are customers waiting in the queue.
Agent ICD lines and CTI lines are in the same partition and CSS.
Phones and CTI ports are in the same location. That location has unlimited bandwidth.

When I look through debug logs on the CAD and compare them to calls that are reserved and calls that aren't reserved I see the following line appear on the reserved call:

2009-10-29 17:24:33:097 DEBUG [0x166c] EmsLog.cpp[80] EMSTraceMessage: BaseMSG::GetUSHORT - ERROR - called to extract item of incorrect size 4

What am I missing? I was contemplating re-installing some CADs on the workstations and see if that helps.

Thanks,
Mike
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