Tech Note on CUIC Datasources for UCCX

Transcription

1 Tech Note on CUIC Datasources for UCCX Contents Introduction CUIC Datasources Overview CUIC UCCX Datasource Configuration CUIC Datasource UCCX Datasource Live Data Streaming Data Source Password Management Interaction Changes from Earlier Releases Historical Reporting User (uccxhruser) Redirection of UCCX Datasource Host in HA Previous UCCX Versions 10.5(1) & 10.6(1) Scenario 1: N1 is master and datasource is pointing to N2 for both nodes. Scenario 2: N1 is master and datasource is pointing to N2 for both nodes. Engine and database shutdown on N2. Version 11.0(1) & 11.5(1) Scenario 1: N1 is master and datasource is pointing to N2 for both nodes. Scenario 2: N1 is master and datasource is pointing to N2 for both nodes. Engine and database shutdown on N2. Live Data Streaming Datasource Troubleshooting Common Issues Troubelshooting LD Streaming Datasource UCCX Datasource Showing Offline: CUIC Standalone for CCX Configuration of Standalone CUIC with UCCX Common Troubeshooting with Integrating Standalone CUIC Introduction This document describes the various datasources on the Cisco Unified Intelligence Center (CUIC) Administration page in the Unified Contact Center Express (UCCX) solution, their functionality, configuration, and troubleshooting techniques. The CUIC datasource behavior has changed over releases, and this article outlines the behavior as seen from UCCX 11.5(1) release onwards. CUIC Datasources Overview Datasource is the name given to the connection between a server and a database which enables the server to run SQL queries on the database. The connection made here is a JDBC connection.

2 CUIC UCCX Datasource Configuration As shown in the image, the co-resident CUIC application for CCX has 3 types of built-in datasources already pre-configured. CUIC Datasource This is a query based datasource and is the database connection to the CUIC database(cuic_data) over TCP port 1500 and uses the cuic_report user to run queries on the CUIC Database. UCCX Datasource This is also a query based datasource and is the database connection to CCX database (db_cra) over TCP port 1504 and uses UCCX Historical reporting user (uccxhruser) to fetch reports. CUIC and UCCX are both Informix datasources and are editable. Live Data Streaming Data Source This is a non-query based websocket connection used for Live Data and is non-editable, which means you cannot change it's parameters manually. This datasource continuosly polls the UCCX Engine's SocketIO service to fetch Live Data results from the UCCX Engine's Real-Time Data Manager (RTDM). This always point to the local node, as it fetches results from the master Engine service. Password Management Interaction Changes from Earlier Releases Until UCCX 11.0, the UCCX datasource uses the uccxhrc user as the default Database user to retrieve historical data and display it on CUIC, as shown in the image.

3 As shown in the image, when UCCX 11.5 starts, the datasource uses uccxhruser as the default database user for UCCX. You can also use the uccxhruser to connect any external database users to UCCX, to pull historical data (e.g: A 3rd party reporting server, or Cisco WorkForce Optimization (WFO)). Historical Reporting User (uccxhruser) This user can connect to the Configuration, Historical, and Repository datastores (CDS, HDS and RDS) and has these privileges: Read-only access to Historical, Configuration, and Repository tables. Execute stored procedures. Create new stored procedures. As version 11.5 uses this user for the UCCX datasource, in order to update the password, navigate to Unified CCX Administration menu bar > Tools > Password Management > Historical Reporting User. it changes the password for UCCX datasource automatically for historical reporting with CUIC. In an HA setup this change is not propagated to the other node so this needs to be updated on both the nodes. Additionally, in HA setups, you can Check Consistency as you click the icon in the Password Management page to confirm that the passwords match on both nodes and are consistent across

4 cluster. Password inconsistency can cause the datasource to go offline after redirection (e.g: Post failover). Redirection of UCCX Datasource Host in HA Cisco recommends to point the UCCX datasource to the current slave node to pull reports, so as to prevent extra load on the master Engine service. Running historical reports can sometimes peak CPU usage on the uccxoninit process, which takes excessive CPU and causes performance issues on the server. Hence this recommendation to point the historical datastore to the slave node is in place. Here consider N1 as the UCCX publisher node (Node 1) and N2 as the subscriber node (Node 2). In a normal scenario, both the nodes have the UCCX datasource pointing to the same node. Example: If N1 datasource is pointing to N1, then N2 datasource will also be pointing to N1. The redirection behaviour of datasources differs in different versions and below are some of the version-specific scenarios: Previous UCCX Versions 10.5(1) & 10.6(1) When you first login to CUIC the historical datastore needs to be pointed manually to slave node depending on the version installed. Step 1. Login to CUIC. Step 2. Click on datasource. Step 3. Select the UCCX datasource. Step 4. Click on Edit. Step 5. Change the Datasource Host to that of the slave node (i.e change Instance name to that of slave node). Step 6. Click on Test conection. Step 7. Click on Save. Scenario 1: N1 is master and datasource is pointing to N2 for both nodes. On change of mastership of node CCX datasource redirection does not happen and it continues to point to same node where it was poinitng before change in mastership.

5 So here N1 nad N2 datasource continues to point to N2 which is now the master node after failover. Before and after the failover it points to same node N2, as shown in the image: Scenario 2: N1 is master and datasource is pointing to N2 for both nodes. Engine and database shutdown on N2. Now if the CCX Engine on N2 stops there is no change on datasource but moment when database shuts on N2, CCX datasource does not automatically re-direct to N1 and go down with red-x mark. Now to pull report Sub node database needs to be brough back up or manually point datasource to N1 node database. Before and after the failover it points to same node N2, as shown in the image: Version 11.0(1) & 11.5(1) CCX datasource automatically points to slave node once we complete installition of node 2 for HA. No need to point datasource manually to slave node. Scenario 1: N1 is master and datasource is pointing to N2 for both nodes. Now on change of mastership of node CCX datasource redirection happens and after the failover datasource, it points to N1(now slave) for both nodes. Before failover points to N2. After failover points to N1 Scenario 2: N1 is master and datasource is pointing to N2 for both nodes. Engine and database shutdown on N2. Now if engine on N2 stops there is no change on datasource but moment when database shuts on N2, CCX datasource automatically re-directs to N1. Before stopping database on N2 After stopping database on N2

6 So overall datasource always point to slave database. Live Data Streaming Datasource Live Data report uses this Streaming data source. This is a preconfigured stock data source in Unified Intelligence Center and the fields are not editable. Live Data reports provide real time statistics for Agent and Supervisor. Live data (Real Time) reports for agent and supervisor can be run in CUIC and also available in finesse desktop as gadgets. Live Data is consumed by Intelligence Center Reporting service. On the data source listing page, the primary host name or IP address is displayed. This datasource makes a websocket connection over port to socket IO service which is responsible for Live Data feed hence this is a continous stream connection and always point to current node i.e. N1 points to IP/hostname of N1 and N2 points to IP/hostname of N2. The Live Data web service basically is used for making rest calls. It basically has support for three rest calls. Auth Token: The token is required to connect - make a new connection to Socket IO service. The clients send a token for every connection request which is validated by the socket IO service by making a rest call to Live Data web service. Snapshot request : The snapshot request is to request the socket IO service to send full Snap shot data. Authentication url : This rest API provides the info, for this agent which are the valid values he can view data for in the LD gadget reports. When you initially login to CUIC this datasource needs certs to be accepted over port Once accepted it fetches token from CCX engine over port 9443 and after authentication of token it comes online. This datasource going offline for any reason causes all LD reports to fail. Troubleshooting Common Issues From CUIC database you can query datasource using cuicdatasource table. Each datasource have unigue id and is same acrros all versions. This is CLI output from 11.0 system with important information in BOLDS run sql select * from cuic_data:cuicdatasource id CCCCCCCC AAAAAAAA name CUIC

7 description Datasource for local CUIC database type Informix dbhost ${HOSTNAME} dbport 1500 dbuser cuic_reportuser dbpassword {CUIC_DB_PASSWORD} dbinstance ${INFORMIXSERVER} dbname ${CUIC_DB_NAME} dbencoding UTF-8 jdbcdriverclass com.informix.jdbc.ifxdriver timezoneid createdtime :48: lastupdated :35: version 1 partition Default sharingpermission 3 minpoolsize 5 maxpoolsize 100 owner AAAA id D7D7E1A BD3F57F543 name UCCX description type Informix dbhost dbport 1504 dbuser uccxhruser dbpassword cuicenc:85b5vbq+dmxed1zniwin9a== dbinstance uccx_106_233_n2_uccx dbname db_cra dbencoding UTF-8 jdbcdriverclass com.informix.jdbc.ifxdriver timezoneid GMT createdtime :03: lastupdated :18: owner AAAA id E1350DCC F000001CB0A4E5B4B name Live Data Streaming Data Source description UCCX Live Data Streaming Data Source type Streaming dbhost localhost dbport 9443 dbuser timezoneid UTC createdtime :11: lastupdated :11: minpoolsize 5 maxpoolsize 100 owner AAAA brokerurl topicschemaurl realtime/schema

8 restuser LiveDataAdmin restpassword ~12Live_Data!12 tokenurl livedata/token/new websocketport row(s) retrieved. Troubelshooting LD Streaming Datasource For LD datasource to come online we need to first accept certificate it offers on port on first login to CUIC-->datasource page: After you accept certs it futher validates token with engine. In case LD datasource still shows offline below check should be run: Check NTP using utils ntp status : Live data have dependency on NTP as it needs to sync live events occuring. Always make sure NTP stratum 5. utils diagnose test should validate network properly. Incorrect network adapter used while deploying ova can cause intermittent disconnect for live data. If above checks are fine we can validate if datasource is getting the token request authticated or not. Run this url in broswer to verify same: username:livedataadmin password:~12live_data!12 If running above url directly in browser gives this error it confirms that CCX does not provides authentication token. Firefox can't establish a connection to the server at uccx.mapfregenelsigorta.com:9443. So there are chances you are hiitng defect CSCvb75279 and need to contact TAC for workaround. A successful authentication give you new token as shown in the image: Know defect for Live data streaming datasource going offline: CSCvb67761 : Live Data Streaming Source Offline after 'maxthreads' exhausted on port 9443 CSCvb75279 : MIVR Keystore Password Out of Sync causing LD streaming source to go offline CSCvc45189 : Live Data Streaming Datasource Offline after rebuild and restore. UCCX Datasource Showing Offline: Make sure CCX database is online and verify Cisco Unified CCX Database service is IN SERVICE from servicability page of CCX.

9 UCCX datasource connecting to historical database(db_cra) of CCX can also go offline if one of the parameter with datascource configuration page is not correct. Ensure all the fileds are correct, as shown in the image, else it is unable to connect to database instance. Till version 11.0 you use uccxhrc user to connect to database and this user have permissions to execute stored procedures. CUIC uses uccxhrc user for executing stored procedure and password for this user is hardcoded. So in case all paratmeters are correct and still you see datasource to be offline then updating password with these credentials can be tried: Username: uccxhrc Password: 5:T{i,5e!KqD*8 After you update password manually under CUIC, click in datasource and select UCCX and then Edit,do a test connection and click Save, as shown in the image: From version 11.5 you do not use uccxhrc user rather uccxhruser to connect to CCX database. Password for uccxhruser is maintained via Password management: CCX Administration >Tools > Password Management > Historical Reporting User. More information this is under passwrod management topic. CAUTION : Do not use password 5:T{i,5e!KqD*8 from version 11.5 as there is no uccxhrc user starting If you are updating uccxhruser password in 11.5 try to keep with not much usage of special characters and password should not contain parenthises "(". Defect id if parenthesis used : CSCvf21099 Known Defects: CSCvb72142 : Changing Historical Reporting User Password sometimes breaks CUIC

10 CUIC Standalone for CCX CCX from version 11.0 supports intergration of standalone CUIC in addition to already existing coresident CUIC. The Standalone CUIC supports multiple data source including Unified CCX. StandaloneCuic can be configured on UCCX appadmin page and can be used to get customized report and can be installed with standard, enhanced and premium licenses. Configuration of Standalone CUIC with UCCX 1. Login to the CUIC standalone and select Data Sources from the left hand drawer. 2. Select create and add UCCX datasource. Database user id is uccxhruser and the password is set on the password management page: 3. Login to Unified CCX Administrator page. 4. Click System and then select Standalone CUIC configuration. 5. As shown in the image, enter FQDN of standalone CUIC server, DataSource Name (created in standalone CUIC server), Username, and Password of CUIC server.

11 6. Click Save. CUIC configurations gets saved and a success message is displayed. Common Troubeshooting with Integrating Standalone CUIC Verify FQDN is correct. Check network connectivity is UP and if CUIC server is reachable from the UCCX server The username or the password entered for the Standalone CUIC server is incorrect. Instance name given for datasource with standalone match with that in UCCX. Cisco Unified CCX Database service under Serviceability page should be INSERVICE.