Application user RMCM was found to be deleted from CUCM but agents unable to log into ACD queue was reported 2 weeks later
Hello All, During an investigation Application user RMCM was found to be deleted from CUCM as per CUCM logs but the first issue of agents unable to log into ACD queue was reported 2 weeks later following a publisher reboot, I am trying to understand what could have caused this ? The reboot obviously could not have made any changes but the logs says RMCM users deleted on 09 May but issue was reported on 20 May and in the meantime services were said to be working without interruption . Can i have some suggestion to understand this to explain customer ?
The RMCM user being deleted might not have triggered a JTAPI update on the UCCX side. The publisher reboot which restarted CTIManager would have definitely triggered the update and forced UCCX to re-authenticate with the now non-existent user.
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