Chronicall Stopped Logging From UCCX

Issue Description

Chronicall could stop logging from Cisco's UCCX if the UCCX is in a high-availability setup and it fails over to the slave server.

Cause

• In a high-availability setup, the IP address and port of the UCCX master server is hard-coded in Chronicall's site configuration.

• If the master UCCX server fails over to a slave, the change would not automatically reflect in Chronicall's settings. If a connection is made to the non-master server, the server will reply with a FAILURE_CONF indicating error E_CTI_SERVER_NOT_MASTER.

  

Issue Identification

• If failover is causing the issue, then the tomcat logs will contain the below errors. Look for the keyword FAILURE_CONF.

  (UccxConnection.java:83) com.ximasoft.monitor.cisco.uccx.connection.request.exceptions.UccxRequestTimedOutException: Request Timed Out
  2018-10-15 15:57:53.499 [Cisco_UCCX_Conn] Processing Message [type]FAILURE_CONF [class]class com.ximasoft.monitor.cisco.uccx.message.concrete.error.FailureConf (UccxConnection.java:188

Resolution

• Have the customer fail back the UCCX services to the master server.
• Alternatively, check with the customer and change the Chronicall settings to point to the slave server's IP address.