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Cisco Bug: CSCte49231 - Calls failing under ICM load - User Busy

Last Modified

Jan 20, 2015

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases


Description (partial)

Possibility of periodic calls with user busy message due to Java heap dump. This is observed more frequently when IVR treatment time is very short (6 seconds).
During 5-day reliability load testing the Java heap dumps and subsequent short periods of user busy messages were observed every few hours when the IVR treatment time was appr 6 seconds. With longer IVR treatment times(12 and 30 seconds)  the Java heap dumps and subsequent short periods of user busy messages was only seen once during a 5-day reliability load run.
This is being observed in a typical CCM-post Route ICM setup where UCCX is deployed as an IP-IVR to provide IVR treatment (incl collecting caller enter digits (CED)).

Please look for the following to ascertain that your issue matches this particular one.
- Calls getting rejected (user busy) on IP-IVR in small bursts

- IP-IVR RTMT (IP-IVR) reports alert message with "JVM heap memory usage is high" 

- You will find Java heap dump(s) (*.hprof file) generated in the IP-IVR Engine component log location (MIVR).

- Further, an analysis of the heap dump shows that the leak suspect is java.lang.ref.Finalizer objects.

This issue was observed only under ICM setup where the life of the call in the IP-IVR was a short 6 seconds on a consistent basis (all calls). When the test was repeated with 12 (or 30) second calls, the same issue occurred only once during a 5-day reliability load run.
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