AACC: Open Queue is disabled

Doc ID    SOLN297339
Version:    7.0
Status:    Published
Published date:    19 May 2022
Created Date:    29 Sep 2016
Author:   
Jason Evoy
 

Details

Unable to login agents
Open Queue Greyed out in Server config
ACCS
AACC
 

Problem Clarification

Login failed because the agent possesses multimedia contact types but the license that enables multimedia operation (Open Queue) is disabled. 
Reason: The multimedia agent logon was failed because the OpenQ license is not present.

The attempt to log into the Contact Center has failed or been refused.
Please consult your Administrator or refer to the CCMM Installation and maintenance Guide (Troubleshooting).

Cause

Scenario 1: Corrupted agent or LM install

Scenario 2: LM service crashed due to scan and RGN services started.

Scenario 3: Cause of issue is unknown.  Seeing No OpenQ license error in the CCT_Server and other AACC logs.

Scenario 4: License Manager log inidcate Open Queue feature being acquired from WebLM, but refused to CC. Isse noted after recent Hotfix installation:
2021-03-06 11:22:38.856 [07892-07896] Plicd INFO: Before LicenseManager.getFeature - product: |ContactCenter| and feature: |FEAT_CCTR_OQ|
2021-03-06 11:22:38.856 [07892-07896] Plicd INFO: After LicenseManager.getFeature - time taken was 0ms
2021-03-06 11:22:38.872 [07892-07896] Plicd INFO: LicensedFeature Acquired Licenses: |1|
2021-03-06 11:22:59.133 [07892-07896] License Request Denied (standard) for Product LM_OQN to Address <CC-IP>

LM_Server Logs:

2021-10-16 03:06:59.962 [02480-02532] License Request Denied (standard) for Product LM_OQN to Address 172.xx.xx.xx
2021-10-16 03:06:59.993 [02480-02532] License Request Denied (standard) for Product LM_WBSTATN to Address 172.xx.xx.xx

CC_LMClient Logs:

2021-10-16 03:05:17.819 [Nortel.CCT.Service.exe] Crit : NILM_clCallBackDb::connectToDB() : Could not connect to DB due to S1T00 and message is [Cache ODBC][State : S1T00][Native Code 450]
[D:\Avaya\Contact Center\CCT\Nortel.CCT.Service.exe]
Request timed out due to user timeout
2021-10-16 03:05:17.819 [Nortel.CCT.Service.exe] Crit : Error connecting to database with result = 1
 

Solution

Scenario 1:
Remove agent form CCMA and CCT database
Rebuild agent

Scenario 2: stopped RGN services and performed reboot of the active server after Apply all in server configuration.

Scenario 3:  Re-run server configuration and rebooted the active server which resolved the reported issue.

Scenario 4: Update the system to the latest Post GA patch release bundle & perform a FULL system reboot

Additional Relevant Phrases

Unable to login CCMM Contact type assigned agent to AAAD.

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