So based on the fact that all the agents using their Ip Phones to log into uccx could not login anyway, and the agents using CAD did not have any browser pages integrated with their CAD, I decided to restart the ‘ Cisco Desktop Browser and IP Phone Agent Service’ Another thing that intrigued me was the log message ‘ server not active’.
exception! this must imply that the server encountered a problem that was not supposed to happen. On seeing this trace, I became very intrigued by the word ‘ exception’. 10:56:34,514 DEBUG IP phone address : Caught exception. 10:56:34,514 WARN IPPA3008 Agent phone IP address : IPPA client encountered an error while making call to BIPPA service.
10:35:41,539 DEBUG IP phone address : Caught exception. 10:35:41,525 WARN IPPA3008 Agent phone IP address : IPPA client encountered an error while making call to BIPPA service. I decided to investigate further so I jumped on the UCCX cluster via RTMT and collected the IPPA logs and in the logs I saw this: So from this point, I started suspecting that something may have gone wrong during the last failover. On the uccx server’s serviceability page, I checked ‘ Control Center –Network Services’ and I found out that the primary sever had become the Slave Server. I logged unto the client ’s infrastructure and found out that they had deployed UCCX in High availability mode. They are getting the error message “ Your request to the CTI Server has timed out, please try again “. ‘ The service desk team at company X are unable to log into the call center.
I went through the content of the ticket and it read as follows: So there I was sitting in the NOC room with my Colleagues and all of a sudden, a ticket was pushed into my queue. * Hint: Please click on the pictures in order to maximize them
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