Field Notice: FN - 64240 - Unified Contact Center Express (UCCX) LiveData Stabilization Enhancements - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	16-Dec-16	Initial Release
10.0	13-Oct-17	Migration to new field notice system

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	11	115(1),11.0(1)

Defect Information

Defect ID	Headline
CSCvc45189	[Applicable to 11.5 only] UCCX: Live Data Streaming Datasource Offline after rebuild and restore
CSCvb75279	UCCX: MIVR Keystore Password Out of Sync causing LD streaming source to go offline
CSCvb46250	[Applicable to 11.5 only] UCCX: Tomcat ECDSA certificate impact on Finesse Live Data
CSCux33949	[Applicable to 11.0 only] UCCX: Socket IO Service continuous disconnect for Live Data
CSCvb67761	UCCX 11.x: Live Data Streaming Source Offline after 'maxThreads' exhausted on port 9443

Problem Description

There is a stability issue with the Unified Contact Center Express (UCCX) Live Data feature.

 

Note: You can be on Release 11.0(1) or 11.5(1) and not have any Live Data issues. The changes mentioned in this document are a proactive measure by Cisco.

Background

The Live Data feature is a very critical feature of the UCCX solution and relies on an internal component called SocketIO in order to provide the required data to all agents and supervisors. In certain heavily loaded customer systems and in internal tests, it was seen that there were issues such as Live Data disconnects for agents and high CPU due to the SocketIO service. Therefore, as a proactive measure, enhancements have been made to the product to greatly improve the stability of this critical service and thereby improve the stability of the Live Data feature.

Problem Symptom

The customer can observe any of these symptoms:

 

- Live Data disconnects and Finesse users receive the error: "Live Data is not available after repeated attempts."

 

- Cisco Unified Intelligence Center (CUIC) Data Sources shows the Live Data Streaming Source is offline.

 

- Under normal production conditions, the command line output from the show process load cpu command indicates the Informix user consumes an inordinate amount of CPU.

Workaround/Solution

Cisco recommends that customers upgrade to Release 11.0(1)SU1 if they are on the 11.0(1) release or install Release 11.5(1)ES if they are on the 11.5(1) release. These versions contain critical updates to the product that greatly enhance LiveData stability.

 

Customers on Release Solution Software Download Link from CCO Image Name

 

11.0(1) 11.0(1)SU1

 

UCSInstall_UCCX_11_0_1_UCOS_11.0.1.11001-43.sgn.iso

 

11.5(1) 11.5(1)ES01

 

uccx.1151.ES01.zip

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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