Troubleshoot PCCE - How to Restore FQDN of Finesse and CUIC in Inventory Page

Introduction

This document describes how to restore the Fully Qualify Domain Name (FQDN) of Finesse and Cisco Unified Intelligent Center (CUIC)  in the inventory page on Package Contact Center Enterprise (PCCE)

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• PCCE
• Finesse
• CUIC

Components Used

The information in this document is based on these software and hardware versions:

• PCCE 12.0.(1)
• CUIC 12.0.(1)
• Finesse 12.0.(1)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Background Information

In PCCE 12.0 Single Pane Of Glass (SPOG), the Inventory page normally reports Finesse and other PCCE components with the FQDN, as show in the image.

Problem

PCCE SPOG on certain scenarios, on the Host Name Inventory page, reports entries as hostname instead of the FQDN.

Solution

To ensure that in the inventory page on the hostname, the PCCE components are listed with the FQDN, you need to follow these required steps:

1. It is important to find out what was entered as server hostname during initial configuration phase. If FQDN was entered as hostname in machine host table (t_Machine_Host) in AW database (AWDB), you see the FQDN in the MachineName column. However, if hostfile entry in the servers (Finesse for example) is just the hostname and not FQDN, then, SPOG eventually reports the HostName.

2. When a server is added in the PCCE webconfig and details for Host Name field are added as either hostname/IP/FQDN, the provided Host Name value then is used to fetch the FQDN.

• Either the added server's hostfile first and update the t_Machine_Host table's HostName field accordingly in AWDB.
• If no entry is found,Domain Name server (DNS) is queried to fetch the FQDN. This in turn is used to update t_Machine_Host table's HostName field in AWDB.
• If DNS query fails due to any issue ralated to DNS record resolution (forward or reverse lookups for the server entry are failing), whatever is configured in the Web Config Host Name is used to update the t_Machine_Host table's HostName field in AWDB.
• Whatever is listed for server's entry in t_Machine_Host table's HostName field in AWDB is what is listed finally in the PCCE SPOG's inventory.

3. t_Machine_Host table's schema looks as shown in the image.

4. For the scope of this documentation, consider an example where server's hostfile does not have entry with FQDN. In such scenario, check on the host file in all the servers. Ensure that  Finesse, CUIC, and other PCCE components are added with the FQDN. This includes the AW servers from where the request is sent.

5. Next take a DB backup.

6. In order to update the t_Machine_Host::

• Re-deploy the PCCE. Switch to a deployment which will completely delete the machine tables and switch back to PCCE and provide the detail again.
• Or use SQL update command to directly update the machine host table t_Machine_Host for affected servers (Finesse,etc). If this step is selected; ensure that all Database nodes (logger/Aws) for both sides should get in sync once this update is made.

Note: Update of machine host table manually is advisable only for lab setup.