CMS:ACD link flap for both Pri and Sec CMS causing bounce of MIS link between CMS and CISCO PG

Doc ID    SOLN309741
Version:    1.0
Status:    Published
Published date:    16 May 2017
Author:   
nmokhle
 

Details

Customer reported issue for MIS link flap problem from both of the CMS servers because of that there Call routing engine Cisco PG links also flapped.
No issue from network side.
They want to investigate from CMS end why the MIS links were flapped from both of the CMS servers.
 

Problem Clarification

Link Flap between both CMS and Cisco PG

Login into CMS both Pri and secondary
collected logs(spi.err,xln,spi.log ) from all acd cd /cms/pbx/acd1 during the time stamp of issue
can see issue of link bounce in acd2 logs on both pri and se CMS

CMS version : r16.3ef.a
CM :Version – 6.3 SP11

Cause

Login into CMS both Pri and secondary
collected logs(spi.err,xln,spi.log ) from all acd cd /cms/pbx/acd1 during the time stamp of issue
can see issue of link bounce in acd2 logs on both pri and se CMS

Got update from cusotmer there were trunk group change made on CM during time stamp
causing the adc link to go down

Below is event from spi.err

Fri Apr 28 21:31:08 [59] PBX DATAX 21:32:00 04/28/17 00101 calls ======
Fri Apr 28 21:32:03 [55] PBX WARNING agent 8914971 logged off with call active
Fri Apr 28 21:32:03 [55] PBX call ignored
Fri Apr 28 21:32:08 [59] PBX DATAX 21:33:00 04/28/17 00156 calls ======
Fri Apr 28 21:32:28 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:28 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:28 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:28 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:29 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:29 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:29 [20] PBX WARNING unmeasured trunk in measured tg
Fri Apr 28 21:32:29 [20] PBX WARNING unmeasured trunk in measured tg

Fri Apr 28 21:36:15 [59] PBX PUMP-UP 21:36:59 04/28/17 00000 calls ======
Fri Apr 28 21:36:15 [00] PBX PUMP-UP 21:37:00 04/28/17 00000 calls ======
Fri Apr 28 21:36:17 [01] PBX DATAX
Fri Apr 28 21:36:17 [01] PBX link was down 03:26
Fri Apr 28 21:36:17 [01] PBX DATAX 21:37:01 04/28/17 00000 calls ======
Fri Apr 28 21:37:15 [59] PBX DATAX 21:38:00 04/28/17 00007 calls ======
Fri Apr 28 21:38:15 [59] PBX DATAX 21:39:00 04/28/17 00018 calls ======

Solution

Got update from cusomter link flap due to CM trunk group change during time stamp causing the ACD link bounce on both Pri and Sec CMS


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