Skip to main content

Avaya CMS LIC_ERR Unknown Alarm

Jeremy Boilard

Problem Statement

Avaya Call Management System (CMS) reports a Minor unknown CMS alarm with maintenance object avCmsUnknown, alarm code ACT, and equipment number LIC_ERR. The alarm indicates a potential CMS licensing issue that should be validated against the WebLM license server and CMS license status.

Impact

CMS licensing alarms may indicate that CMS cannot validate or obtain required licenses. If licensing is actually impaired, CMS capacity or licensed functions may be affected. In the observed case, the WebLM license server was reachable and CMS licensing status was normal, so no service impact was confirmed.

Alarm

avCmsUnknown / LIC_ERR / ACT - Unknown CMS Alarm(Minor)

Troubleshooting Steps

  1. Open the CMS alarm dashboard and confirm the active alarm details: device type Avaya Call Management System (CMS), severity Minor, maintenance object avCmsUnknown, alarm code ACT, and equipment number LIC_ERR.
  2. Check whether the WebLM license server is reachable from CMS using the configured WebLM LicenseServer URL, for example: https://<weblm-host>:52233/WebLM/LicenseServer.
  3. Verify the WebLM status. A healthy result should show WebLM in Normal state and connected.
  4. Verify CMS licensing status. Confirm that CMS has obtained licensing and that the licensing state is Normal.
  5. Check the license expiration status and confirm it is Normal and not expired.
  6. Review licensed capacity counters, such as ACDs, Agents, Logins, ODBC/JDBC, and client interface counts, to confirm current usage is within licensed limits.
  7. Check CMS/WebLM version and HA status for unexpected changes if the alarm appeared after maintenance or configuration changes.
  8. If WebLM is reachable, CMS licensing is Normal, and license expiration/capacity checks are healthy, document the normal licensing state and monitor the alarm for automatic clearance or dashboard normalization.
  9. If WebLM is unreachable or CMS licensing is not Normal, escalate to the Avaya/CMS administration team to restore WebLM connectivity, correct license configuration, or address expired/insufficient licenses.

Resolution

The license server was reachable and in Normal state. CMS licensing showed Normal, CMS had obtained licensing, license expiration was Normal, and usage counters were within licensed limits. With licensing confirmed healthy, the LIC_ERR alarm was treated as non-impacting and monitored/cleared according to normal alarm handling procedures.