Errors & Solutions

Introduction

The Anywhere365 tool uses different applications to provide its features. For example, SharePoint for the configuration page, SQL for the Call Detail Information. In some scenario's an error can occur, for example with misconfiguration. Below an overview over different error messages (in no particular order) and their solutions.

 

UCC Logs

Error: System.Exeption: UCC Init Failed; StartCollaborationPlatform Microsoft.Rtc.Collaboration.ProvisioningFailureException:Application has not been configured with a certificate for Mutual TLS communication for this machine.

Reason: The trusted application cannot be started because of a certificate issue.

Solution: Local certificate has been removed / expired. A new certificate needs to be requested using the Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. deployment wizard.


Error: Try setting skills for agent, agent = null

Reason: In the Skills per Agent list there is a item where the Agent value is NULL.

Solution: Agent has been removed from Agent list, but not from the Skills per Agent list. The null values need to be removed from the Skills per Agent list.


Error: Agent {agent} has 1 duplicate entries for skill {skill}

Reason: In the Skills per Agent list there is a duplicate combination between an agent and a skill.

Solution: Remove the duplicate from the Skills per Agent list.


Error: Encoding {Audiofile} unsuccessful, upload in other format

Reason: An Audiofile is being used where the format isn't supported.

Solution: Verify if the format / codex supported in the Audio Files list and upload a valid format.


Error: Found loop in escapable skill {skill}, please fix this. This skill will not be added or updated

Reason: The callflow contains a loop where 2 or more skill have each other as escape, resulting in a endless loop.

Solution: Make sure escape skill are not looped, for example end with a default skill of forward skill.


Error: {IVR Question} has actiontype:skill but no skill configured

Reason: The action skill is selected, but the field Skill is empty.

Solution: Remove action skill or select a skill.


Error: Session ended. Callback action configured without a mandatory Skill. Please check IVR configuration.

Reason: The action callbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. is selected, but the field Skill is empty.

Solution: Remove action callback or select a skill.


Error: Holiday {Holiday Item} has null value in Start or End, holiday skipped.

Reason: A holiday item isn't fill correctly.

Solution: Check the holiday list and remove or complete the incomplete holiday item.


Error: Call will work, but participants may hear conference announcements.

Reason: The application endpoints have a conference policy where conference announcements are activated.

Solution: Use the default UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. conference policies or disable conference announcements on the used conference policy.


Error: Writing Bulk Failed

Reason: The UCC was unable to write its bulk in the SQL database.

Solution: Connection between the Anywhere365 Service and SQL server is not correctly configured or disconnected. Verify the setting CDRConnectionString setting, the SQL server is accessible and the service account have permissions on the database.


Error: No available huntendpoints in this session.

Reason: The UCC doesn’t have an endpoint available to initiate a hunt.

Solution: The default 4 endpoints are enough to do all the actions. Most likely not all endpoint (Main Endpoint and System Endpoints) are configured correctly.


Error: Call received on endpoint which is not configured. {Application Endpoint}

Reason: The UCC received a call on an endpoint connected to that application, but the application isn't configured.

Solution: Make sure the endpoint is configured correctly in the endpoint list.


Error: SharePointHelper using unsupported combination of configuration version and SharePoint template version

Reason: The SharePoint templateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 version is newer and therefor not supported in the CoreThe Core is the center of Anywhere365. It manages all the Dialogues..

Solution: Update the Core the a version where this SharePoint template is supported.


Error: KeepAlive: Could not setup keepalive, no endpoints available

Reason: Endpoint are (no longer) established.

Solution: Quick solution is to restart the UCC. To pinpoint the reason check when the endpoint were de-established and what happened on the environment at that time. (Backup, Snapshot, Restarts, Network issues)


Error: There is/are 1 presence subscription(s) with more then 10 failures, please check and clean the Agents list for wrong/deleted sip addresses. {sipaddress}

Reason: Cannot subscribe to the agent, because agent uri doesn't exist.

Solution: Remove or correct the agent sipuri.


Error: SharePointOnlineHelper:changesSinceToken: System.Net.WebException: The operation has timed out

Reason: The SharePoint connection has been lost between SharePoint and the Application Server.

Solution: Verify if SharePoint is available. Connection will automatically restore when SharePoint is available again.


Error: GetCallActivities System.Data.SqlClient.SqlException (0x80131904): Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding.

Reason: When requesting the Call Activities the SQL Server reacted with a timeout.

Solution: Check the performance of the SQL Server. Does the server meet the Server Requirements. If the software has been running for a long time, consider moving old data to an archive or enabling a retention policy.


Error: CallDetailRetriever not set

Reason: A service (Attendant Service for example) is trying to retrieve data from the database, but CallDetail Recording is not active.

Solution: Change the setting "UseCallDetailRecording" to true and restart the UCC.


Error: Cleaning up this call, because agent: '{agent}' presence didn't turn busy

Reason: The presence status of the agent is not received by the UCC

Solution: Restart the UCC service, or remove/add the agent, to have the UCC SUBSCRIBE (again) on the Presence of a Skype user. (more information about Presence in Skype for Business, visit: http://blogs.technet.com/b/11/archive/2014/10/03/lync-2013-explained-understanding-presence-flow.aspx)


Error: subscriptionChanged: PreviousState = Subscribed, State = WaitingForRetry, TransitionReason = None

Reason: The presence subscription of the agent is no longer valid

Solution: Restart the UCC service, or remove/add the agent, to have the UCC SUBSCRIBE (again) on the Presence of a Skype user. (more information about Presence in Skype for Business, visit: http://blogs.technet.com/b/11/archive/2014/10/03/lync-2013-explained-understanding-presence-flow.aspx)


Error: ucc_name ERROR ucc_name SharePointOnlineHelper:changesSinceToken:https://contoso.sharepoint.com/sites/SiteCollection/ucc_name/UCCConfigTemplate/ ucc_name ERROR ucc_name System.Net.WebException: The operation has timed out ucc_name INFO ucc_name Sharepoint: Connection failed Suspend for 15 seconds ucc_name WARN ucc_name Error in sharepoint

Reason: There is a connection drop between the UCC service and SharePoint (in this case SharePoint Online)

Solution: This indicates that SharePoint (Online) is getting to much requests and cannot handle them all. Use UCC version 6.0 or higher (this has enhancements for communication with SharePoint). Set the UpdateSettingsTimeout setting to 60 (or higher, default is 11) to minimize the amount of updates requested by the UCC.


Error: Connection attempt to at least one service in a pool failed. Service Address: {serverfqdn}:{port}; Pool FQDN: {poolfqdn}; Down Time: 4:50

Reason: A connection has been tried to make to the Failover server to check the configured port, but is not available

Solution: Because the failover is turned off, a connection over this port cannot be made. This is no further issue.


Error: AttendantMsmqHandler AttendantMsmsqHandler:HandleGetAgentRoles: Message Queue Send Message System.NullReferenceException: Object reference not set to an instance of an object.

Reason: MSMQ not able to process a message.

Solution: Restart UCC Service without cache or delete/empty the MSMQ messages of the UCC manually.


Error: CallSession:B2BInboundCallToConference:Join Microsoft.Rtc.Signaling.ConnectionFailureException:Operation failed because the network connection was not available. ---> System.Net.Sockets.SocketException (0x80004005): Only one usage of each socket address (protocol/network address/port) is normally permitted x.x.x.x:5061

Reason: All dynamic ports are in use, effecting the calls.

Solution: System.Net.Sockets.SocketException: Only one usage of each socket address (protocol/network address/port) is normally permitted Changing the Dynamic Port Range

  1. Open regedit.
  2. Open key HKLM\System\CurrentControlSet\Services\Tcpip\Parameters
  3. Edit (or create as DWORD) the MaxUserPort value.
  4. Set it to a higher number. (i.e. 65534) (decimal)

Changing the TIME_WAIT delay

  1. Open regedit.
  2. Open key HKLM\System\CurrentControlSet\Services\Tcpip\Parameters
  3. Edit (or create as DWORD) the TcpTimedWaitDelay.
  4. Set it to a lower number. Value is in seconds. (i.e. 60 for 1 minute delay) (decimal)

Afterwards reboot the Anywhere365 Application server


Error: WARN wv UserEndpointHelper:Establish: user endpoint failed. Uri: WARN wv Automatic server discovery for the given sip user uri failed., Unknown

Reason: The user endpoint (agent) could not be established, because it cannot be found.

Solution: Check if the SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri is correct or if the user still exists.


Error: MaxPossibleChatsPerAgentValidator::UpdateMaxPossibleChatsPerAgent Please add 1 extra hunt endpoint(s) to the configuration. MaxChatsPerAgent is temporarily reduced to 1 (from 2) until chat hunt endpoints are added. This reduction only applies to Sessions that actually use hunt endpoints.

Reason: For multiple chats per agents the UCC needs to have Chat Hunt endpoints. This is related to Skype for Business behavior, where it will try to merge the 2 chats.

Solution: Lower the setting "MaxChatsPerAgent" to 1 or add Chat Hunt endpoints, Learn More


Failed RetrieveOutboundDialerCallsAsync

Reason: The SharePoint connection has been lost between SharePoint and the Application Server.

Solution: Verify if SharePoint is available. Connection will automatically restore when SharePoint is available again.


System.Net.WebException: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.

Reason: The SharePoint connection has been lost between SharePoint and the Application Server.

Solution: Verify if SharePoint is available. Connection will automatically restore when SharePoint is available again.


System.Net.WebException: The remote server returned an error: (500) Internal Server Error.

Reason: The SharePoint connection returns a 500 Internal Server Error.

Solution: Verify if SharePoint is available. Connection will automatically restore when SharePoint is available again.


Load cache, fileName:'Global'

Reason: The UCC cannot load the cache files.

Solution: Verify if the cache files are valid. A work around is a restart without the cache files.


IMSession: TranslateMessageAsync error

Reason: An error as occurred with the IM translation

Solution: Verify if the IM translation settings are correctly configured.


WriteSqlAgentPresenceLogInternal

Reason: The UCC cannot write the presence because a deadlocked resource

Solution: Check the performance of the SQL Server. Does the server meet the Server Requirements. If the software has been running for a long time, consider moving old data to an archive or enabling a retention policy.


Microsoft.SharePoint.Client.ClientRequestException: Cannot contact site at the specified URL

Reason: The cannot contact the SharePoint config site.

Solution: Verify if the URL is correct and the authentication method is valid. Configure UCC.

 

Skype Logs

Error: LS Bandwidth Policy Server (Authentication) could not be started.

Reason: There is an Skype application with a '@' in the name.

Solution: Remove Skype Application with a '@' in the name.