Cisco Cisco Unified Contact Center Enterprise 8.5(3) Troubleshooting Guide
Contents
Introduction
Problem
Cause
Solution
Introduction
This document describes how to troubleshoot an issue with the Cisco Unified Contact Center
Enterprise (UCCE) Version 10.x when data is not written to the Historical Data Server (HDS).
Enterprise (UCCE) Version 10.x when data is not written to the Historical Data Server (HDS).
Problem
After a purge event (between 12:30 AM and 12:35 AM server time), the recovery table becomes
blank and data no longer populates on the HDS from the logger.
blank and data no longer populates on the HDS from the logger.
Note: The instance name that is used for the examples throughout this document is lab,
which can be interchanged with <instance>.
which can be interchanged with <instance>.
For the initial troubleshooting steps, you should verify the database health via ICM DBA on the
loggers and distributors that encounter this problem. You should also verify the basic registry keys
for purges. In order to verify the database size and usage, navigate to the ICM DBA, right-click
<instance>_<component>, and click Properties. Verify that this is not at or above 80%. Check
this information on the logger, HDS, and Administrative Workstation (AW) as well.
loggers and distributors that encounter this problem. You should also verify the basic registry keys
for purges. In order to verify the database size and usage, navigate to the ICM DBA, right-click
<instance>_<component>, and click Properties. Verify that this is not at or above 80%. Check
this information on the logger, HDS, and Administrative Workstation (AW) as well.
Next, you can check the Space Use Summary on the ICM DBA:
Right-click <instance>_<component>.
1.
Navigate to Data > Space Used Summary from the menu near the top of the page.
2.
Uncheck the Display Empty Tables and Display Temporary Tables check boxes.
If you view the HDS that does not contain the current data, the last time that the data was
received on most of the tables indicates the time that the issue occurred.
received on most of the tables indicates the time that the issue occurred.
3.
Check the basic purge and replication registry settings on the logger:
Check the basic purge and replication registry settings on the distributor:
At this point, if the data is verified and correct, the next step is to pull the replication logs from the
distributor and the logger. The trace value is set to 3 on Diagnostic Framework Portico, which pulls
the logs soon after. The logs should show data similar to the next two examples.
distributor and the logger. The trace value is set to 3 on Diagnostic Framework Portico, which pulls
the logs soon after. The logs should show data similar to the next two examples.
Here are the logger replication logs: