Cisco Unified Contact Center Express User guide

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Database software
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Cisco Unified Contact Center Express Operations Guide, Release
11.5(1)
First Published: 2016-08-10
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CONTENTS
Preface
Preface xi
Change History xi
Documentation and Support xii
Documentation Feedback xii
CHAPTER 1
Cisco Unified CCX Serviceability 1
Cisco Unified CCX Serviceability 1
Access Cisco Unified CCX Serviceability 1
Alarms 2
Alarm Configuration 2
Configure Alarm Settings 2
Alarm Configuration Settings 3
Traces 5
Component Trace Files 6
Configure Trace Parameters 6
Trace Level Options 9
Trace file location 15
Trace File Information 15
Log Profiles Management 15
Create Profile 17
Save as Another Profile 17
Enable Profile 18
Delete Profile 18
Save Current Trace Settings 19
Upload Profile 19
Update Profile 20
Serviceability Tools 21
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Access Control Center Network Services Menu 21
Network Services 21
System Services 22
Admin Services 22
DB Services 22
Manage Network Services 23
Command Line Interface 23
Unified CCX Datastore 23
Network Outage 24
Datastore Replication Status 24
Reset Replication Between Nodes 25
Datastores 26
Datastore Control Center contents 27
Update Parameters 28
Configure Performance Monitoring of Unified CCX Servers 29
Context Service Status 30
CHAPTER 2
Real-Time Monitoring 33
Installation and Configuration 33
Performance Monitoring 34
Performance Objects 34
Performance Counters 34
Performance Objects and Counters for Unified CCX 34
Critical Services 35
Tools 35
Alerts 35
Unified CCX Alerts 36
Cisco Identity Service Alerts 38
Traces and Logs 39
CUCM Telephony Data Monitoring 39
Triggers Page 40
Call Control Groups page 40
CTI Ports Page 41
Summary Page 41
Cisco Unified Analysis Manager 42
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Unified Analysis Manager for Unified CCX 42
CHAPTER 3
Backup and Restore 45
Important Considerations 46
SFTP Requirements 47
Master and Local Agents 47
Master Agent Duties 47
Local Agent Duties 48
Backup Tasks 48
Manage Backup Devices 48
Manage Backup Schedules 49
Perform Manual Backup 49
Check Backup Status 50
Restore Scenarios 50
Restore SA or HA Setup (Without Rebuild) 51
Restore SA Setup (with Rebuild) 51
Restore Only First Node in HA Setup (with Rebuild) 52
Restore Second Node in HA Setup (with Rebuild) 53
Restore Both Nodes in HA Setup (with Rebuild) 54
Trace Files 55
Command Line Interface 55
Alarms 56
APPENDIX A
Command Line Interface 57
Command Line Interface Basics 57
Start CLI Session 57
Get Help with Commands 58
Exit Command with Ctrl-C Key Sequence 59
End CLI Session 59
Additional CLI Commands 59
Show commands 60
show uccx version 60
show uccx jtapi_client version 61
show uccx components 61
show uccx subcomponents 62
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show uccx license 62
show uccx trace levels 63
show uccx provider ip axl 64
show uccx provider ip jtapi 64
show uccx provider ip rmcm 64
show uccx trace file size 65
show uccx trace file count 65
show uccx livedata connections 66
show uccx tech dbserver all 66
show uccx tech dbserver log diagnostic 67
show uccx tech dbserver status 67
show uccx dbcontents 68
show uccx dbtable schema 68
show uccx dbschema 69
show uccx dbtable list 70
show uccx dbserver disk 70
show uccx dbserver sessions all 72
show uccx dbserver session 73
show uccx dbserver sessions list 74
show uccx dbserver user list 75
show uccx dbserver user waiting 76
show uccx tech dbserver log message 77
show uccx dbtable contents 78
show tls-min-version 78
Set Commands 79
set uccx trace defaults 79
set uccx trace file size component size 79
set uccx trace file count component no-of-files 80
set uccx trace enable 80
set uccx trace disable 81
set password user security 82
set uccx provider ip axl 83
set uccx provider ip jtapi 83
set uccx provider ip rmcm 84
set uccx appadmin administrator 85
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set authmode 85
set tls-min-version 86
run Commands 87
run uccx hrdataexport 87
run uccx sql database_name sql_query 88
run uccx sp database_name sp_name 88
Utils Commands 89
utils uccx notification-service log 89
utils remote_account 91
utils reset_application_ui_administrator_name 91
utils reset_application_ui_administrator_password 92
utils service 92
utils system upgrade 94
utils system switch-version 94
utils uccx database dbserver integrity 95
utils uccx list license 96
utils uccx delete license licenseName 96
utils uccx jtapi_client update 97
utils uccx prepend custom_classpath 97
utils uccx switch-version db-check 98
utils uccx switch-version db-recover 99
utils uccx syncusers 99
utils uccx synctocuic 100
utils uccx icd clid status 100
utils uccx icd clid enable 101
utils uccx icd clid disable 101
utils uccx icd clid header 101
utils uccx icd clid prefix 102
utils uccx security_filter enable 102
utils uccx security_filter disable 103
utils uccx security_filter status 103
utils uccx dbreplication dump configfiles 104
utils uccx database healthcheck 104
utils uccx database dbperf start 105
utils uccx database dbperf stop 105
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utils ids sync-security-config 106
File Commands 106
file uccx view 106
file uccx list custom_file 107
file uccx list prompt_file 107
file uccx get 108
file uccx tail 109
file uccx dump 110
file uccx delete 110
High Availability Commands 111
show uccx dbreplication tables 111
show uccx dbreplication servers 112
utils uccx modify remote_IPAddress 113
utils uccx modify remote_hostname 113
utils uccx database forcedatasync 114
utils uccx setuppubrestore 114
utils uccx dbreplication setup 115
utils uccx dbreplication status 115
utils uccx dbreplication templatestatus 116
utils uccx dbreplication repair 117
utils uccx dbreplication start 117
utils uccx dbreplication stop 118
utils uccx dbreplication reset 118
utils uccx dbreplication teardown 119
Cisco Finesse Commands 119
utils reset_3rdpartygadget_password 119
Cisco Unified Intelligence Center Commands 120
show cuic component-status 120
show cuic properties 121
show cuic tech 121
show cuic trace 123
set cuic properties 124
unset cuic properties 125
set cuic syslog 125
set cuic trace 125
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utils cuic purge 127
utils cuic user make-admin [user-name] 127
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Cisco Unified Contact Center Express Operations Guide, Release 11.5(1)
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Preface
Change History, page xi
Documentation and Support, page xii
Documentation Feedback, page xii
Change History
DateSeeChange
March 2017The following new command has
been added in this version:
show uccx livedata
connections
Included a new command to
display the status of the Socket.IO
service.
March 2017The following new command has
been added in this version:
set tls-min-version
Included a new command to
configure the minimum TLS
version that can be used for
inbound SSL connections.
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DateSeeChange
August 2016Initial Release of Document for Release 11.5(1)
The following new commands
have been added in this version:
set authmode
Included a new command to set the
authentication mode for the Single
Sign-On.
The following new commands
have been added in this version:
utils cuic user make-admin
[user-name]
Included a new CUIC command to
make a Unified CCX
Administrator user as the
administrator in CUIC.
The following new commands
have been added in this version:
utils ids
sync-security-config
Included a new command
synchronize the security
configuration files from the
primary node to secondary node.
Cisco Identity Service AlertsNew alerts added
Documentation and Support
To download documentation, submit a service request, and find additional information, see What's New in
Cisco Product Documentation at http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.
You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates
directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS
Version 2.0.
Documentation Feedback
To provide your feedback for this document, send an email to:
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Preface
Documentation and Support
CHAPTER 1
Cisco Unified CCX Serviceability
Cisco Unified CCX Serviceability , page 1
Alarms, page 2
Traces, page 5
Serviceability Tools, page 21
Cisco Unified CCX Serviceability
Access Cisco Unified CCX Serviceability
When you complete the AppAdmin inital setup, the end user with administrator capability as configured in
AppAdmin web interface can login to Cisco Unified CCX Serviceability. You can also log in as an Application
user with default administrator capability configured during the installation of Unified CCX. See the Cisco
Unified Contact Center Express Install and Upgrade Guide and Cisco Unified Contact Center Express
Administration Guide for detailed instructions on initial AppAdmin setup and how to assign administrator
capability to end users.
To access Cisco Unified CCX Serviceability:
Procedure
Step 1 By using a supported web browser, open a browser session.
Step 2 Go to https://<server name or IP address>/uccxservice/.
Step 3 Enter an applicable username and password, and click Login.
If you log in as an end user, you can access Cisco Unified CCX Administration from the Navigation
drop-down list box without logging in again. If you log in as an Application user, you can access
Cisco Unified Serviceability in addition to these web applications.
Note
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Alarms
Cisco Unified CCX Serviceability alarms provide information on runtime status and the state of the system
so that you can monitor the status and troubleshoot problems that are associated with the system. Alarm
information includes the catalog, name, severity, explanation, recommended action, routing list, and parameters.
You can view alarm information by using the SysLog Viewer in Cisco Unified Real-Time Monitoring Tool
(RTMT). See Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact
Center Express and Cisco Unified IP IVR for detailed information on how to view alarm information.
Use the Alarm Definitions web page in Cisco Unified Serviceability to find information about an alarm
message.
For a complete list of alarm definitions, see http://www.cisco.com/en/US/products/sw/custcosw/ps1846/
tsd_products_support_troubleshoot_and_alerts.html.
For information on how to view alarm definitions, see the Cisco Unified Contact Center Express
Serviceability Administration Guide available at: http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/
tsd-products-support-series-home.html.
Note
Alarm Configuration
Use the Alarm Configuration web page in Unified CCX Serviceability to view and configure alarm server
settings for different Unified CCX components.
Alarm Server Configuration is applicable for the following Unified CCX components: Unified CCX
Administration, Unified CCX Engine, and Unified CCX Cluster View Daemon .
Note
The alarm configuration submenu allows you to:
Enable or disable sending of alarms to local or remote syslog server.
Configure alarm event level for local or remote syslog server
Select Alarm >Configuration from the Cisco Unified CCX Serviceability menu bar to access the Alarm
Configuration web page.
Related Topics
Configure Alarm Settings, on page 2
Alarm Configuration Settings, on page 3
Configure Alarm Settings
The Alarm Configuration page is used to view and update Cisco Unified CCX Alarm Configuration for local
and remote syslogs.
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Alarms
Procedure
Step 1 From the Unified CCX Serviceability menu bar, choose Alarm and click Configuration.
The Alarm Configuration web page opens and the following fields are displayed on the Alarm Configuration
web page, if configured on your Unified CCX server:
DescriptionField
Local Syslogs
Use the check box next to Enable Alarm field to enable or disable the alarms for
local syslog.
Enable Alarm
Lists the alarm severity level.Alarm Event Level
Remote Syslogs
Use the check box next to Enable Alarm field to enable or disable the alarms for
remote syslog.
Enable Alarm
Lists the alarm severity level.Alarm Event Level
IP address or host name of the Syslog server to which system should send the
alarm messages. If you are using CiscoWorks, enter the IP address or the host
name of the CiscoWorks server.
Server Name
Step 2 To update the Alarm Event Level for local or remote syslogs, check the check box before Enable Alarm field.
Step 3 Modify Alarm Event Level for the local or remote syslogs by selecting from the Alarm Event Level drop-down
list. Modify the syslog server name in case of remote syslog.
Step 4 Click Update icon that displays in the tool bar in the upper, left corner of the window or the Update button
that displays at the bottom of the window to save your configuration. Click Clear to reset data to the previous
values.
In case of a High Availability deployment, the alarm configuration changes are automatically propagated to
the second node. If the second node cannot be contacted, an alert message indicating that the update has failed
on the remote node is displayed.
You should activate logging only for the purpose of debugging and remember to deactivate logging
once the debugging session is complete.
Caution
Alarm Configuration Settings
Use the Alarm Configuration page to modify alarm settings.
In the case of a High Availability deployment, the alarm configuration changes are automatically propagated
to the second node. If the second node cannot be contacted, an alert message indicating that the update has
failed on the remote node is displayed.
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Alarm Configuration Settings
Following table defines the options available on this page:
DescriptionSetting
The SysLog viewer serves as the alarm destination.
The program logs errors in the Application Logs
within SysLog Viewer and provides a description of
the alarm and a recommended action. You can access
the SysLog Viewer from the Cisco Unified Real-Time
Monitoring Tool.
For information on viewing logs with the SysLog
Viewer, see Cisco Unified Real-Time Monitoring
Tool Administration Guide for Cisco Unified Contact
Center Express and Cisco Unified IP IVR.
Enable Alarm for Local Syslogs
The Syslog file serves as the alarm destination. Check
this check box to enable the Syslog messages to be
stored on a Syslog server and to specify the Syslog
server name.
Enable Alarm for Remote Syslogs
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Alarm Configuration Settings
Alarm event level messages range from severity 0
(most severe) to severity 7 (least severe) description
of which is mentioned below. When you choose a
severity level, all messages of that severity level and
higher are sent.
For example, if you choose ERROR_ALARM
(Severity 3), all messages of severity 3, severity 2,
severity 1, and severity 0 are sent. The default is
INFORMATIONAL_ALARM (Severity 6), which
will send messages of all severity levels starting from
6 to severity level 0.
You can choose one of the following alarm event
level options from the drop-down list box:
Emergency
This level designates system as unusable.
Alert
This level indicates that immediate action is
needed.
Critical
The system detects a critical condition.
Error
This level signifies an error condition exists.
Warning
This level indicates that a warning condition
is detected.
Notice
This level designates a normal but significant
condition.
Informational
This level designates information messages
only.
Debug
This level designates detailed event information
that Cisco TAC engineers use for debugging.
Alarm Event Level
Traces
A trace file is a log file that records activity from the Cisco Unified CCX components. Trace files let you
obtain specific, detailed information about the system that can help you troubleshoot problems.
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Cisco Unified CCX Serviceability
Traces
The Cisco Unified CCX system can generate trace information for different services. This information is
stored in a trace file. To help you control the size of a trace file, you can specify the services for which you
want to collect information and the level of information that you want to collect.
The Cisco Unified CCX system also generates information about all threads that are running on the system.
This information is stored in the thread dump file and is useful for troubleshooting.
Component Trace Files
The component trace file contains information about each component. You can create a trace file for any of
the following Unified CCX components:
Cisco Unified CCX Administration
Cisco Unified CCX Cluster View Daemon
Cisco Unified CCX Editor
Cisco Unified CCX Engine
Cisco Unified CM Telephony Client
Cisco Unified CCX Recording and Monitoring Services
Cisco Unified Intelligence Center Services
Cisco Unified CCX Socket.IO Service
The component trace file contains information about each component. To set up the trace file, follow the
procedure mentioned in Configure Trace Parameters section.
After configuring the information that you want to include in the trace files for the various services, you can
collect and view trace files by using the trace and log central option in the Cisco Unified Real-Time Monitoring
Tool. See Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center
Express and Cisco Unified IP IVR for detailed information.
Configure Trace Parameters
To update trace file information and to activate and deactivate logging, follow the procedure mentioned below:
Procedure
Step 1 From the Cisco Unified CCX Serviceability menu bar, choose Trace >Configuration.
The Trace Configuration web page opens displaying the default trace configuration for Unified CCX Engine.
Step 2 From the Select Service drop-down list box, choose a service or component for which you want to configure
trace then, click Go.
You should be able to view the existing Trace configurations and debug levels for the selected Unified CCX
service with check boxes for the various Debugging and XDebugging levels for each sub facility.
The debug levels for different Unified CCX subfacilities or services might vary depending on the selected
service and are listed in the following table:
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Component Trace Files
Table 1: Debug Levels for Different Unified CCX Subfacilities
Subfacilities or ServicesCisco Unified CCX Components
Cisco Unified CCX Administration
Libraries
Managers
Miscellaneous
Cisco Unified CCX Cluster View Daemon
Libraries
Managers
Miscellaneous
Cisco Unified CCX Editor
Libraries
Managers
Miscellaneous
Steps
Cisco Identity Service
Error
Warning
Information
Debugging
LibrariesCisco Unified CCX Engine
Managers
Miscellaneous
Steps
Steps
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Configure Trace Parameters
Subfacilities or ServicesCisco Unified CCX Components
SubsystemsCisco Unified CM Telephony Client or
JTAPI Debug Levels
Warning
Information
Debugging
Cisco Unified CCX Socket.IO Service
Service
DataProcessing
Communication
Cisco Unified Intelligence Center Services
Infrastructure
CUIC
CUIC MODEL OBJECTS
CUIC SECURITY
CUIC JSP
CUIC DISPLAY
CUIC REALTIME
CUIC DATA PROCESSING
By default, the Cisco Unified Intelligence Center service is not activated. To use this service, see
Cisco Unified Contact Center Express Administration Guide, available at: http://www.cisco.com/en/
US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.
Note
Step 3 Update the debug level for one or more of the libraries or sub facilities for the selected service by doing the
following:
a) To activate traces for a specific component or logging for a server, check the check box for the service
that you chose.
b) To deactivate logging for a server, uncheck the specific check box.
If you modify the trace level settings for Cisco Unified CM Telephony Client, you have to restart
the Unified CCX Engine for the changes to take effect.
Caution
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Cisco Unified Contact Center Express User guide

Category
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