Cisco Cisco IP Queue Manager Troubleshooting Guide
UCCE PIM Failure when Added to PGs in Duplex
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Document ID: 117597
Contributed by Nebojsa Zdravkovic, Cisco TAC Engineer.
Apr 04, 2014
Apr 04, 2014
Contents
Introduction
Background Information
Problem
Solution
Background Information
Problem
Solution
Introduction
This document describes a failure that occurs in Cisco Unified Contact Center Express (UCCE) when you
attempt to add a new Peripheral Interface Manager (PIM) to a Peripheral Gateway (PG) that runs in Duplex
mode before the services on both PGs are deactivated. A solution to this problem is also described.
attempt to add a new Peripheral Interface Manager (PIM) to a Peripheral Gateway (PG) that runs in Duplex
mode before the services on both PGs are deactivated. A solution to this problem is also described.
Background Information
The creation of new PIMs is an easy task in all versions of UCCE, which requires that you simply complete a
PG setup or Intelligent Contact Management (ICM) setup (dependent upon the version), and add the
appropriate PIM configuration.
PG setup or Intelligent Contact Management (ICM) setup (dependent upon the version), and add the
appropriate PIM configuration.
Since PGs usually run in Duplex mode, administrators might be tempted to minimize downtime and perform
this task on one side while the other side is active and handles calls. However, this is likely to fail because it
leaves the newly−installed PIMs with an invalid configuration and in an idle state on both PGs.
this task on one side while the other side is active and handles calls. However, this is likely to fail because it
leaves the newly−installed PIMs with an invalid configuration and in an idle state on both PGs.
It is important to note that this behavior is expected and is designed for a legitimate reason. If two PGs are
required to run in Duplex mode, they must be synchronized. However, in order to ensure that the PGs can be
synchronized, both sides must run the exact same version and build. Also, the PGs must have certain
components from the ICM registry synchronized. If there is a mismatch, the ICM registry entries are
synchronized as part of the Open Peripheral Controller (OPC) state transfer process. This includes the portion
of the registry hive that contains the PIM configuration settings.
required to run in Duplex mode, they must be synchronized. However, in order to ensure that the PGs can be
synchronized, both sides must run the exact same version and build. Also, the PGs must have certain
components from the ICM registry synchronized. If there is a mismatch, the ICM registry entries are
synchronized as part of the Open Peripheral Controller (OPC) state transfer process. This includes the portion
of the registry hive that contains the PIM configuration settings.
Problem
You want to add a new PIM to a PG that runs in Duplex mode. In order to minimize downtime, you deactivate
only one PG and attempt to add the new PIM while the other PG remains active. The attempt fails and these
issues occur:
only one PG and attempt to add the new PIM while the other PG remains active. The attempt fails and these
issues occur:
When you activate the PG to which you added the new PIM, it loads the updated registry
configuration into the memory so that it has knowledge of the PIMs that must start.
configuration into the memory so that it has knowledge of the PIMs that must start.
1.
The PG then tries to synchronize with the other PG in the Duplex, which currently contains the
previous registry configuration in the memory. If there is a mismatch, the synchronization process
effectively overwrites some of the new settings. The overwrite occurs first in the memory, and then in
previous registry configuration in the memory. If there is a mismatch, the synchronization process
effectively overwrites some of the new settings. The overwrite occurs first in the memory, and then in
2.