Wednesday, February 19, 2014

Cisco WFO QM Calabrio error QMAD2003 sync with UCCX

Installing Cisco WFO Quality Manager 9.0.1 on UCCX 9.0.1 and find there are no agents available in the QM Administrator to license, link or whatever.  When attempting to synchronize database with UCCX from the Administrator menu, I receive a QMAD2003 error popup.   See below...



The QM synch log files indicate failures to reach side A and B.  See below...

2014-02-19 11:53:58,655 INFO SYNC0000 Getting agents...
2014-02-19 11:53:58,836 ERROR SYNC2000
Failed to connect to side A of an ACD connection. Will try side B
2014-02-19 11:53:59,013 ERROR SYNC2001 Synchronization failed with exception.
2014-02-19 11:54:25,829 INFO SYNC0000 Synchronizing [com.calabrio.qm.sync.QmSourceFactory$1@1dec1dd to com.calabrio.qm.sync.target.AgentTargetDao@189c036 using com.calabrio.qm.sync.target.AgentSynchronizer@aa233f].
2014-02-19 11:54:25,829 INFO SYNC0000 Getting agents...
2014-02-19 11:54:26,000 ERROR SYNC2000 Failed to connect to side A of an ACD connection. Will try side B
2014-02-19 12:03:58,504 INFO SYNC0000 Initiating scheduled batch synchronization.
2014-02-19 12:03:58,653 INFO SYNC0000 Synchronizing [com.calabrio.qm.sync.QmSourceFactory$1@1dec1dd to com.calabrio.qm.sync.target.AgentTargetDao@189c036 using com.calabrio.qm.sync.target.AgentSynchronizer@aa233f].
2014-02-19 12:03:58,653 INFO SYNC0000 Getting agents...
2014-02-19 12:03:58,829 ERROR SYNC2000 Failed to connect to side A of an ACD connection. Will try side B
2014-02-19 12:03:59,027 ERROR SYNC2001 Synchronization failed with exception.

The workforce user in UCCX (see password management in UCCX) was simplified in the event extended characters were an issue.  They were set on both UCCX servers in the HA pair and validated to match.  The QM synch service was restarted on the base server and both QM server(s) were restarted entirely.  Was not feeling the love.

Ultimately, the fix was to change the UCCX servers to lower case in postinstall or QM admin.  That's all.  Just change the names to lower case.



Don't mess with the _uccx suffix, don't try adding domain names, don't think you missed anything because I still can't find any Cisco or Calabrio documentation or training video or material that references this requirement.

EDIT: There is reference to name requirements in some Cisco OEM documentation. From the Cisco 901 Quality Management Installation Guide: If the server name contains a hyphen (-), replace the hyphen with an underscore (_) when you enter the server name in this field. This ensures the correct configuration of the file name. Configuration Setup appends _uccx to the name that appears in this field the next time you run Configuration Setup.

Good stuff.



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