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Cisco Bug: CSCup29544 - UCCX Engine crash due to StackOverflowError following conf failure

Last Modified

May 11, 2017

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

8.5(1)SU4.5

Description (partial)

Symptom:
UCCX Engine will crash causing the services to failover to other node, if configured.

Conditions:
The issue basically happens due to conference (initiated by agent) failing and UCCX "assuming" that consult leg has been dropped and it clears the callID. The agent re-tries to conf the 2 calls again which causes mixed up callID's. The mixed up conference ID's cause a recursive loop in IAQstats later followed by engine crash :

//MIVR-MGR_MGR-3-THREAD_DEATH_EXCEPTIONAn uncaught exception has be thrown in a thread: Thread name=EventQueue.DispatchThread-0-21,Exception=java.lang.StackOverflowError

The call flow can vary but the important piece is that once Agent gets the call they try to conference another agent/Supervisor by putting the customer on hold and dialing the UCCX trigger and this conference fails (could be due to multiple reasons) but the Consult call never drops.
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