Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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the string was crafted to be sufficiently unique to ensure that the appropriate raises are cleared by
the clear notification. (Remember: Multiple raise notifications can be cleared by a single clear
notification.)
the clear notification. (Remember: Multiple raise notifications can be cleared by a single clear
notification.)
Sample logic:
If (cccaEventState == “clear”)
set ID = cccaEventComponentId;
for (all “raise” events where cccaEventComponentId == ID)
Acknowledge();
There is no one-to-one mapping of alarms by event message ID.
Note: SNMP Notifications do not have a unique OID assigned to each alarm. The static assignment of an OID to a
notification requires that that notification be explicitly documented (in Cisco customer-facing documents) and maintained
following an established deprecation schedule. With so many Cisco devices in service, maintaining such a list is impossible.
The event definition method in the CISCO-CONTACT-CENTER-APPS-MIB is consistent with the Cisco Unified
Communications Manager (CISCO-CCM-MIB) and Cisco Unified Contact Center Express (CISCO-VOICE-APPS-MIB)
product MIBs.
notification requires that that notification be explicitly documented (in Cisco customer-facing documents) and maintained
following an established deprecation schedule. With so many Cisco devices in service, maintaining such a list is impossible.
The event definition method in the CISCO-CONTACT-CENTER-APPS-MIB is consistent with the Cisco Unified
Communications Manager (CISCO-CCM-MIB) and Cisco Unified Contact Center Express (CISCO-VOICE-APPS-MIB)
product MIBs.
4.4
Single State Objects
A single state object has only a raise state. Because there is no corresponding clear event, the
administrator must manually clear the object. Single state objects are typically used when a
corresponding clear event cannot be tracked, for example the database is corrupt. Single state Unified
ICM/Unified CCE SNMP notifications contain raise (9) value in the cccaEventState field.
administrator must manually clear the object. Single state objects are typically used when a
corresponding clear event cannot be tracked, for example the database is corrupt. Single state Unified
ICM/Unified CCE SNMP notifications contain raise (9) value in the cccaEventState field.
The following example shows a value of Single-state Raise in the cccaEventState field to identify a
single state object.
single state object.
Table 4-4: Example "Single-State Raise" Notification
Field
Value / Description
NOTIFICATION
105023C
cccaEventMessageId
3775201852 (0xE105023C)
DESCRIPTION
The Router has detected that it is no longer synchronized with its
partner. One result of this is that the Router might be routing some calls
incorrectly.
partner. One result of this is that the Router might be routing some calls
incorrectly.
cccaEventState
Single-state Raise
SUBSTITUTION
STRING
STRING
The Router has detected that it is no longer synchronized with its
partner.
partner.
ACTION
Recommended action: Stop the Router on both sides. After both sides
are completely stopped, restart both Routers.
are completely stopped, restart both Routers.
Alternate Action: Restart the Router on one side. After doing this, the
Routers might still route some calls incorrectly, but they will be in sync.
Other actions: Collect all rtr, mds, ccag process logs from both Routers
from the entire day. Collect all sync*.sod files (where * is some
number) that exist in the icm\<instance>\ra directory of Router A and in
the icm\<instance>\rb directory of Router B. Contact the Support
Center.
Routers might still route some calls incorrectly, but they will be in sync.
Other actions: Collect all rtr, mds, ccag process logs from both Routers
from the entire day. Collect all sync*.sod files (where * is some
number) that exist in the icm\<instance>\ra directory of Router A and in
the icm\<instance>\rb directory of Router B. Contact the Support
Center.