[cisco-voip] UCCX issue - Finesse agents unable to login

Wed Jul 5 11:38:54 EDT 2017

Looks like Finesse can´t contact Active Directory to log in the Agent and the connection Times out. The reason the Connection Manager gives is ADOutOfServiceMsg

De: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] En nombre de Tooze-Froggatt, Peter (ISS)
Enviado el: lunes, 03 de julio de 2017 07:43 a.m.
Para: cisco-voip at puck.nether.net
Asunto: [cisco-voip] UCCX issue - Finesse agents unable to les ogin

Hi all,

Running 11.5.1.10000-61 (ES01-45)

Thought I would find out if anyone has come across the following issue:

We had an outage on our Service Desk whereby users were unable to login and calls couldn't be answered. Looking at the MIVR logs, calls were coming in and being held on a CTI port until an agent was made available. You can see agents ('X' and 'Y') attempting to login, but shortly afterwards, the following exceptions are thrown:

13971851: Jun 28 08:56:59.266 BST %MIVR-ICD_CTI-6-WATCHDOG_INFO:Watchdogthread:: A specific description for a trace=Watchdog thread - socket ClientId: FinesseSocket[addr=127.0.0.1,port=50556,localport=12028] timed out or stuck so closed.  q size is :0 time before last sent msg is : 1498636615424 time after last sent msg 1498636615424current time is : 1498636619266timeout is : 120000stuck time is : 3842time diff is : 124866
13971852: Jun 28 08:56:59.267 BST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr before closing Socket:socket is Socket[addr=127.0.0.1,port=50556,localport=12028] for agentID:X
13971853: Jun 28 08:56:59.267 BST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr posted ADOutOfServiceMsg for agentID:X, agentDN: 93903
13971854: Jun 28 08:56:59.268 BST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr before closing Socket:socket is Socket[addr=127.0.0.1,port=50556,localport=12028] for agentID:Y
13971855: Jun 28 08:56:59.268 BST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr posted ADOutOfServiceMsg for agentID:Y, agentDN: 93825
13971856: Jun 28 08:56:59.268 BST %MIVR-SS_RM-7-UNK:Processing msg: ADOutOfServiceMsg (Rsrc:X)
13971857: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-SOCKET_READ_EXCEPTION:Exception while reading from a socket input.: A description for the nature of the exception=ClientConnMgr: SocketException reading msg from input stream of socket : Socket[addr=127.0.0.1,port=50556,localport=12028] in client thread MIVR_ICD_CTI_client_thread_8775-19121-,Exception=java.net.SocketException: Socket closed
13971858: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:java.net.SocketException: Socket closed
13971859: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at java.net.SocketInputStream.socketRead0(Native Method)
13971860: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at java.net.SocketInputStream.read(SocketInputStream.java:152)
13971861: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at java.net.SocketInputStream.read(SocketInputStream.java:122)
13971862: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at java.io.DataInputStream.readFully(DataInputStream.java:195)
13971863: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at java.io.DataInputStream.readFully(DataInputStream.java:169)
13971864: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.Ged188.io.CRACTIInputStream.readMSG(CRACTIInputStream.java:570)
13971865: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.wf.subsystems.ctiserver.ClientConn.run(ClientConn.java:71)
13971866: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.executor.Thread.run(Thread.java:539)
13971867: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)
13971868: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)
13971869: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)
13971870: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at EDU.oswego.cs.dl.util.concurrent.PooledExecutor$Worker.run(PooledExecutor.java:776)
13971871: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.executor.impl.PooledExecutorStubImpl$1$WorkerImpl.run(PooledExecutorStubImpl.java:99)
13971872: Jun 28 08:56:59.269 BST %MIVR-ICD_CTI-3-EXCEPTION:        at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)

The user isn't able to login at all, and in fact see the same behaviour as described in this port:

https://supportforums.cisco.com/discussion/13153136/finesse-went-down-approximately-5-mins-uccx-1061su2

In our case, it wasn't just over a 5 minute period, and I had to failover UCCX to our secondary server to regain service.

We have this raised with our support provider, but has anyone any ideas, In particular Abhiram?

Kind Regards,

Peter Tooze-Froggatt

ISS Network Specialist - Telephony and Unified Communications
Lancaster University

+44 01524 510019

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