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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


Description (partial)

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

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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