Anybody seen this odd Virtual Instrument error...

[arznrchrd]

Just curious if anyone has seen this virtual instrument error:

WARNING Virtual Instrument Event Register ID 525 Method vig_del_SA Cause fail 211 CP rip_pmsgh 193

It happens anytime a uniphi agent logs in. We have a support case opened; have not heard anything back as of yet. We are running callcenter 9.0 and uniphi 1.1. Does not affect call handling, just appearing in the logs.

 

[garfld513]

Hi arznrchrd ,
i am currently working on a problem with uniphi.I see this msg in my activity logs as well.Aspect ACD 9.1..uniphi 1.2.1.
i put in a ticket with Aspect and they claim its a network issue.some of my remote agents claim they are tossed off uniphi,and due to this i have been looking at the activity log files/emulator logs in detail.the IP configured on the uniphi connect is configured to a switch at a specific port,which is half duplex.because it is half duplex,it is either sending or recieving packets.the timeout hard coded into the uniphi thick client sends out a ping to the remote agent,if there is no response after 30 secs or thereabout,it disconnects the user.i want to set the port on the switch to full duplex and see what happens.do your agents get tossed off uniphi at anytime for any reason? and do they get tossed off if they apply reason codes and are in that state for a while...pls get back to me when you can.

Ty

 

[arznrchrd]

We recently applied the patches and changed the primary and backup controllers to 1 gig auto negotiate. We are on 9.2 CM04 now. We do not see these anymore and nobody is getting kicked off.

 

[garfld513]

what specific patches did you apply?

 

[arznrchrd]

On the callcenter, CM04 for ver 9.2. On the uniphi connect CM02 we have currently.

 

[garfld513]

Thanks for the feedback.I am moving uniphi to CM03,the call center is still 9.1,but i will speak to Aspect regarding the upgrade.

Thanks

 

[arznrchrd]

We were on 9.0 prior and had many of the uniphi disconnect issues. Once moving to 9.2 (with the new 2U servers) we have not had had any.

 

[garfld513]

ok.
aspect will always tell you the issue is from your end,and when an upgrade comes,the problem is fixed.the next thing they will tell me is we need an upgrade....

 

[arznrchrd]

Have you run any ethereal traces from a few of the workstations so you can see all the packets from the switch through your network to the workstation?

 

[garfld513]

I am having difficulty with that because they are remote,and connect via different ISPs.i did a trace to the port within the network,to check for packets dropped,and collisions it is fine.i had the port configured to full duplex,cos it was on half duplex before now.

 

[arznrchrd]

Have you tried Uniphi 1.2?

 

[gshadz37]

Hi Guys,

We are having similar issues with Uniphi 1.2 CM03 on callcenter 9.1.1 CM03. Agents get kicked out when making outbound calls. The agents are using Uniphi via Citrix. Luckily it is our test environment, production is still CM02 and working well.

It's always so much fun finding Aspect's issues for them isn't it?

 

[garfld513]

tell me about it.complaints aren't coming through like a few weeks ago.i hear they are going VOIP by year end.

 

[arznrchrd]

You can do VOIP now if you wanted. FYI...Uniphi Connect 1.2 CM04 was just released Aug 15, 2007.

 

[garfld513]

Yeah,
thanks.i just got off the phone with Aspect,and i have the version now.Will be rolling it out over the course of this week and next.the release notes state it has a fix for a vpn issue,which might be related to the problems i am having....wish me luck!

 

[garfld513]

Hi arznrchrd,
you referred to running an ethereal trace from a previous post,How do i use it to troubleshoot?
I am running one now on my laptop,i see the ACD ip address and mine in the source/destination columns but don know how to inteprete it.Need you to point me in the right direction.


Thanks

 

[arznrchrd]

Need a network guy to go through ethereal traces. What issue are you trying to track down? Have you turned on uniphi logging; what does that look like?

 

[garfld513]

to see if packets are being dropped.and yes i can view events from the emulator log files.i will quote the message in this post tommorow

 

[garfld513]

Hi arznrchrd,
below are parts of the uniphi emulator log,as well as activity log.parm2 is the virual instrument id

emulator
2007-04-03 15:34:32,234 INFO Emulator HandleRipEvent grp=1,inst=318 - Unregistered Event: Control=Failure
2007-04-03 15:34:32,234 ERROR Emulator HandleRipEvent grp=1,inst=318 - Unregistered request to RIP server failed!!!
2007-04-03 15:34:35,250 INFO Controller SendAliveToCC N/A - Standalone - Exit SendAliveToCC()

activity log
severity(warning) error text(virtula instrument) label1(event) parm1(register) label2(ID) parm2(318) label3(method) parm3(vig_del_SA) label4(cause) parm4(fail)msg(211)origin(rip_pmsgh) line(201)

 

[arznrchrd]

Is this when you are logging in or you are logged in already and all of a sudden it drops? What does the configuration look like? Are you sure nobody else is using or trying to use virtual instrument 318? I have all Control=Success in my logs. Are you using dynamic allocation or static? Whats the config of your uniphi lines?