Cisco Bug: CSCte49231 - Calls failing under ICM load - User Busy
Oct 21, 2017
- Cisco Unified Contact Center Express
Known Affected Releases
Symptom: 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. Conditions: 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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