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Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

Customer response solutions release 5.0(1)
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Cisco Customer Response Solutions
Servicing and Troubleshooting Guide
Cisco Unified Contact Center Express, Cisco Unified IP IVR, and Cisco Unified
Queue Manager,
Release 5.0(1)
June 2007
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883

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Summary of Contents for Cisco Unified Contact Center Express

  • Page 1 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Cisco Unified Contact Center Express, Cisco Unified IP IVR, and Cisco Unified Queue Manager, Release 5.0(1) June 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 http://www.cisco.com...
  • Page 2 ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.;...
  • Page 3 Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support Simple Network Management Protocol Support C H A P T E R About Simple Network Management Protocol (SNMP) SNMP Basics Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 4: Table Of Contents

    Configuring the Component Trace File Trace Level Options Setting Trace Level Options Viewing and Interpreting the Trace Files Displaying a Trace File Interpreting a Trace File The Thread Dump Trace File Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 5 CRS 4.5 profile name is missing Page Not Found message is displayed during Restore or Upgrade Restore fails due to a file not being found Restore failed for a one-node system Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 6 RmCm remains in Initializing state 8-12 Agents, Supervisors, or Teams are out of synch 8-12 Agent or CSQ does not appear in Cisco Desktop Administrator (CDA) 8-12 Agents do not appear in the Resources area in the Unified CCX Configuration web page 8-13...
  • Page 7 CRS Engine does not start and an RMI port in use error appears 8-30 Attempting to start the Cisco CRS Node Manager service causes an error 1067 8-31 Attempting to start the Cisco CRS Node Manager service causes an error 1069...
  • Page 8 Scheduled Historical Reports do not run 8-46 The SQL Command Failed dialog box appears when you try to generate a historical report 8-46 Some information appears in English on a German system 8-47 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 9 Outbound calls are not getting dialed 8-59 Outbound call volume is low 8-59 Outbound System Service is not in service 8-60 RTR Outbound reports do not show all possible reclassification 8-60 Text-to-Speech (TTS) Problems 8-60 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 10 Cluster is in partial service 8-74 Server is in partial service 8-75 CRS does not accept call or function properly 8-75 Service Master/Slave status is not shown on CRS Administration Control Center 8-75 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) viii...
  • Page 11 CRS Servers respond slowly in HA environment 8-76 Multilple failovers with high CPU usage 8-76 VoIP Monitor Problems 8-76 VoIP monitor does does not work correctly 8-77 CRS fails to start 8-77 N D E X Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 12 Contents Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 13 Serviceability tools and helps you resolve any problems you might experience with the CRS system. Audience The Cisco CRS Servicing and Troubleshooting Guide is written for administrators and others who are responsible for managing and troubleshooting the Cisco CRS system.

  • Page 14: Related Documents

    For emphasis. Example: Do not use the numerical naming convention. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco CRS Installation Guide. • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 15: Obtaining Documentation

    The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL: http://www.cisco.com/univercd/home/home.htm...

  • Page 16: Documentation Feedback

    Preface Ordering Documentation You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL: http://www.cisco.com/go/marketplace/docstore If you do not have a user ID or password, you can register at this URL: http://tools.cisco.com/RPF/register/register.do...

  • Page 17: Product Alerts And Field Notices

    URL: http://www.cisco.com/en/US/support/index.html Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL: http://tools.cisco.com/RPF/register/register.do...
  • Page 18 Cisco engineer. The TAC Service Request Tool is located at this URL: http://www.cisco.com/techsupport/servicerequest For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

  • Page 19: Obtaining Additional Publications And Information

    Information about Cisco products, technologies, and network solutions is available from various online and printed sources. The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco • e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive.
  • Page 20 • “What’s New in Cisco Documentation” is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of “What’s New in Cisco Documentation”...
  • Page 21 A R T Serviceability...
  • Page 23 Syslog, Simple Network Management Protocol (SNMP), XML, and HTTP. Serviceability Support Serviceability allows you to monitor and discover the status of the installed components of your Cisco CRS system, its subsystems, and its services from any NMS. You can use the information that you obtain through serviceability to troubleshoot system problems.
  • Page 24 CiscoWorks Support CiscoWorks, available as a separate package, provides a suite of web-based applications for managing Cisco devices. It is the network management system (NMS) of choice for the Cisco CRS system and for other Cisco devices. The Cisco CRS system integrates with these CiscoWorks applications: Cisco Unified Operations Manager (Operations Manager)—Operations Manager tracks the health...
  • Page 25 With your permission, CSEs can log on to a Cisco CRS server and obtain a desktop or shell that allows them to perform any function that could be performed locally.
  • Page 26 Monitoring Servers. The CRS installation process automatically sets up and configures serviceability on these dedicated servers. Serviceability enables CiscoWorks support and third-party NMS support for the servers and includes: Cisco Discover Protocol (CDP) support, which enables the Media Convergence Server (MCS) to be • discovered automatically by CiscoWorks.

  • Page 27: Snmp Basics

    SNMP and its components provide you with information about your Cisco CRS system. You can refer to this information to monitor and manage the status of the Cisco CRS system, its subsystems, and its related installed components. You can also use this information to troubleshoot problems, if they arise.

  • Page 28: Snmp Agent And Subagents

    SYSAPPL-MIB The SYSAPPL-MIB provides system information about installed packages, including product name, product version, URL of the Cisco CRS Administration page, run-time status, application start time, and currently running processes. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 29 • Cisco CRS Agent Datastore • Cisco Recording • Cisco Monitoring • The SYSAPPL-MIB also provides access to the Cisco CRS Services, including: Cisco CRS Cluster View Daemon • including but not limited to: Manager Manager – – Log Manager –...
  • Page 30 – Outbound Subsystem – SIP Subsystem – <Other Custom Subsystem> – Cisco Desktop License and Resource Manager • Cisco Desktop Call and Chat Service • • Cisco Desktop Enterprise Service Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 31 SQL services MSSQLService and SQLServerAgent. For a standalone CRS server (a server on which CRS but not Cisco Unified Communications Manager is installed), and for a Database Expansion Server, this information appears as "Cisco CRS Database."...

  • Page 32: Cisco-Voice-Apps-Mib

    SNMP trap receiver in the proper format. SNMP Trap Messages Table 2-1 shows the Cisco CRS SNMP trap messages that are sent to an NMS specified as a trap receiver. These trap messages can be sent for each subsystem shown in SYSAPPL-MIB, page 2-2.

  • Page 33: Failover Traps

    The trap receiver is the network management system (NMS) that receives the SNMP traps. This NMS must have the same SNMP community string as the trap sender. The Cisco CRS system sends traps that can be received by CiscoWorks and by standard third-party NMSs.

  • Page 34: Setting The Snmp Community Names

    In the SNMP Service Configuration dialog box, enter the IP address or the host name of the host that is allowed to query the SNMP subagent. In the SNMP Service Configuration dialog box, click Add. Repeat Steps a through d as needed. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 35: Starting, Stopping, And Confirming The Snmp Service

    The following example shows a snapshot of traps generated by CRS during startup. To view this file more clearly in Acrobat, use the Zoom In icon on the Acrobat menu bar to increase the text size. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 36: Snapshot Of Traps During Shutdown

    The following example shows a snapshot oftraps generated by CRS during shutdown. To view this file more clearly in Acrobat, use the Zoom In icon on the Acrobat menu bar to increase the text size. Figure 2-2 Traps During Shutdown Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 2-10...

  • Page 37: Alarm Service

    Cisco CRS Alarm Service The Cisco CRS Alarm Service is installed as part of the Cisco CRS installation process. It is a Windows service that receives alarms about system events from the Cisco CRS Engine, Cisco CRS Node Manager,...

  • Page 38: Starting And Confirming The Alarm Service

    Viewing Alarm Messages Sent to a Windows Event Log, page 3-5. You can specify the severity level of the alarm that the Cisco CRS Alarm Service sends to a Syslog server. Alarm severity levels are described in the following table. For more information, see...

  • Page 39: Configuring The Alarm Service

    Enter information in the fields under Alarm Service as follows: Step 3 Alarm Server—IP address or name of the server on which the Cisco CRS Alarm Service is running. • By default, the Alarm Server is “localhost,” meaning that the Alarm Service is running on the Cisco CRS server.
  • Page 40 Message-text Module Failure A text string describing the condition. Cause=Unknown Sample Format: <LOCAL7|SEVERITY>51:Oct 18 03:28:29.327 PDT: %MIVR-GENERIC-1-ModuleStop: Module has stopped; Module Name=HTTP SubSystem; Module Failure Cause=Unknown Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 41: Viewing Alarm Messages Sent To An Snmp Trap Receiver

    On the Tree pane, click the item for which you want to view information. Alarm Definitions Cisco CRS maintains a list of alarm catalogs. Each of these catalogs contains a list of alarms. Each alarm contains a definition of the alarm, which includes the alarm name, a description, an explanation, recommended actions, and related information.
  • Page 42 First, Previous, Next, or Last to move through the list. You can also type a page number in the Page field and click Page to move to that page. To see a detailed explanation of an alarm message name, click the alarm message name. Step 2 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 43: Trace

    • About Trace Files A trace file is a log file that records activity from the Cisco CRS components. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems. The Cisco CRS system can generate trace information for every component subfacility. This information is stored in a trace file.

  • Page 44: Chapter 4 Trace

    CiscoMIVRnn.log. The system replaces nn with a number, starting with 01. You can configure the size of the trace file. When the size you configured is reached, or if a Cisco CRS component is restarted, the system creates a new trace file, incrementing nn by one. After creating the tenth trace file (by default), the trace file begins overwriting existing files, starting with the first trace file created.

  • Page 45: Trace Level Options

    A trace file that records all information for a component, such as the Cisco CRS Engine, can become large and difficult to read. To help you manage the trace file, the Cisco CRS system lets you specify the subfacilities for which you want to record information. These subfacilities are shown in the following table.
  • Page 46 Contact Manager CONTACT_STEPS Contact Steps CRA_CMM CRS ClusterMsgMgr Component CRA_HRDM CRS Historical Reporting Data Manager Cluster View Daemon Database DBPURGE_MGR Database Purge Manager DESKTOP CRS Editor Desktop DOC_MGR Document Manager Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 47 JLEX Library used to parse expressions LIB_LICENSE License Library LIB_MEDIA Media Library LIB_RMI Java Remote Method Invocation Library LIB_SERVLET Servlet Library LIB_TC Tomcat Library LOG_MGR Log Manager MRCP_CFG MRCP Configuration Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
  • Page 48 Voice Browser Subsystem SS_VOIPMON_SRV Voice over IP Monitor Server Subsystem STEP_CALL_CONTROL Call Control Steps STEP_ENT_SRV Enterprise Server Steps STEP_MEDIA_CONTROL Media Control Steps STEP_SESSION Sessions Steps STEP_SESSION_MGMT Session Management Steps STEP_USER User Steps Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 49: Setting Trace Level Options

    Click Update. Step 4 If you made any changes in the Inactive trace level option list, stop and restart the Cisco CRS Engine to Step 5 reflect your changes in the trace file. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 50: Viewing And Interpreting The Trace Files

    The Thread Dump Trace File The thread dump trace file is named JVM.log. It is stored on the Cisco CRS server in the Log directory under the directory in which you installed the Cisco CRS Engine. This file contains stack trace information about all threads that are running on the Cisco CRS system.

  • Page 51: Writing To The Thread Dump Trace File

    Dump file. It creates a memory dump file of the typememory<timestamp>.log. Writing to the Thread Dump Trace file To manually write to the thread dump trace file, follow these steps: From the Cisco CRS Administration menu, choose System > Control Center. Step 1 The Control Center web page appears.
  • Page 52 Not delete or modify this 3. \Program Files\wfavvid \BSTxState 3. *.per and *.old directory 2. Transaction Manager's Persistence Backup directory 3. Transaction State directory (Do Notdelete or modify this directory) Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 4-10...

  • Page 53: Cisco Desktop Product Suite Installation Logs

    The CRS Log Files Cisco Desktop Product Suite Installation Logs If you need to locate the Cisco Desktop Product Suite, Version 6.4, log files, this section helps you to locate them. Here are the locations of the various log files: •...
  • Page 54 ClickYes to continue, or click No if you want to stop the collection of log files into the zip file. While the tool is collecting the log files, a Progress dialog box appears. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 4-12...

  • Page 55: About The Cisco Discovery Protocol (Cdp)

    Campus Manager application Topology Services builds topology maps that display the CRS server and other Cisco devices. CDP is enabled on the Cisco CRS system by default. You must have the CDP driver enabled at all times for CiscoWorks to discover the CRS server.

  • Page 56: C H A P T E R 5 Cisco Discovery Protocol Support

    Using the CDP Driver Using the CDP Driver Starting a system on which Cisco CRS is installed enables the CDP driver. You can use CDP to allow CiscoWorks to discover and manage your Cisco CRS systems. CiscoWorks uses the CDP cache MIB of the direct neighboring device to discover the Cisco CRS server.

  • Page 57: Enabling The Cdp Protocol Driver

    To update the CDP protocol driver, restart CDP using the Windows Device Manager to update the CDP driver with the new IP address information. You do not have to reset the system after updating. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 58: Locating Updated Cdp Driver And Interface Files

    A Backup Regedit export file for reinstalling CDP registries updates to the bin directory (\Program • Files\Cisco\Bin\cdp2k101.reg). Use this file to restore the CDP registry in case it becomes corrupted. This file restores the CDP registry to the HKEY_LOCAL_MACHINE\SYSTEM\ CurrentControlSet\Services\CDP directory.

  • Page 59: Chapter 6 Cisco Support Tools

    Cisco Support Tools can help you manage and troubleshoot the Cisco CRS servers. Cisco Support Tools is a suite of utilities, but not every utility in the suite is supported by Cisco CRS. Cisco CRS supports two components of Cisco Support Tools: •...
  • Page 60 Chapter 6 Cisco Support Tools Accessing Cisco Support Tools Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 61: Partii

    A R T Troubleshooting...

  • Page 63: Chapter 7 Diagnosing And Correcting Cisco Crs Problems

    CRS Engine after making a change to an application. Refer to the Release Notes for known problems. Step 4 Step 5 Verify that the Cisco CRS Node Manager service is running under a user account with Administrator privileges. Stop and start the Internet Information Server (IIS). Step 6 Step 7 Save log files to prevent them from being overwritten.

  • Page 64: General Troubleshooting Steps

    Chapter 7 Diagnosing and Correcting Cisco CRS Problems General Troubleshooting Steps The error output will be in the following file: c:\program files\wfavvid\log\MADM\jvm.stderr Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 65: Troubleshooting Tips

    The following sections provide help in correcting problems with Cisco CRS software. If you experience problems when using the Cisco Agent Desktop or the Cisco Supervisor Desktop, see the Troubleshooting section of the Cisco CAD Service Information Guide book, located at http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_5_0/english/agents/cad641si.p...

  • Page 66: Chapter 8 Troubleshooting Tip

    Remove the crashed node from the cluster by executing the Remove option in Control Center Server Step 2 Configuration page in the CRS Application Administration web interface on the non-crashed node. For instructions, see "Removing a Server" in the Cisco Customer Response Solutions Administration Step 3 Guide.

  • Page 67: Backup, Restore, And Upgrade Cannot Be Started From A Client Desktop

    - Indicates issue with JTAPI wizard synchronization of • Route Points, CTI Ports. com.cisco.restoreadmin.cmevalidate.* - Indicates issues with CME validation wizard. • Recommended Action Please contact TAC based on information in Cause to find appropriate specialist. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 68: Backup Failed For A One Or Two-Node System

    Replace the c:\program files\wfavvid\ClusterData folder with the original ClusterData folder that was Step 3 copied before the restore. Remember to keep the original copy around just in case the process needs to be repeated. Step 4 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 69: Restore Fails Due To A File Not Being Found

    Step 1 Manually stop the Node Manager Service by selecting Start > Programs > Administrative Tools > Step 2 Services, and then stopping the 'Cisco CRS Node Manager' service. Delete the C:\Program Files\wfavvid\ClusterData folder. Step 3 Copy C:\BackupClusterData\ClusterData folder (which was backed up before) to C:\Program Step 4 Files\wfavvid\.

  • Page 70: Restore Failed On A Two-Node System That Had Run Before The Restore

    Reinstall both CRS servers using Win2K3 OS. Fresh install both servers using CRS installer. Rerun the Restore. Restart CRS Node Manager on both nodes. Step 4 Rerun the Restore again. Step 5 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 71: Restore Failed On A Two-Node System That Was Re-Imaged

    Remove the C:\Program Files\wfavvid\ClusterData folder on both nodes. Copy the original ClusterData folder to the C:\Program Files\wfavvid folder on both nodes. On the 2nd node, use regedit and check to make sure the 'com.cisco.cluster.node.id' is set to '1' for the following: \HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CRS\Properties\application.MADM.properties...

  • Page 72: Some Rmcm Configuration Is Missing After Upgrade

    RP DN mismatch. Check on the router configuration whether or not the DN exists or not. If confirmed, then visit the Trigger page and click the update button to fix and recreate the DN on the router side. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 73: Cisco Unified Communications Manager Automated Attendant Problems

    Recommended Action Complete the following steps: In the Cisco Unified Communications Manager User Information web page, verify that the user has an Step 1 entry in the AutoAttendant Dialing field, that the User record has an associated phone, and that the Primary Extension radio button is selected.

  • Page 74: Cisco Unified Communications Manager Express Problems

    Make sure the agent's device is configured with "keep-conference" on Unified Recommended Action CME. Cisco Unified CCX Problems This section contains the following troubleshooting tips on Cisco Unified Contact Center Express (Unified CCX) problems: RmCm subsystem is out of service, page 8-11 •...

  • Page 75: Rmcm Subsystem Is Out Of Service

    Agents, Supervisors, or Teams are out of synch, page 8-12 • Agent or CSQ does not appear in Cisco Desktop Administrator (CDA), page 8-12 • Agents do not appear in the Resources area in the Unified CCX Configuration web page, page 8-13 •...

  • Page 76: Rmcm Remains In Initializing State

    If the service is stopped, start it. Agents, Supervisors, or Teams are out of synch Symptom Agents, Supervisors, or Teams are out of synch between Unified CCX and the Cisco Desktop Administrator (CDA). Error Message None. The automatic synchronization between Unified CCX and the CDA failed.

  • Page 77: Agents Do Not Appear In The Resources Area In The Unified Ccx Configuration Web Page

    To appear as an agent in this area, a user must be configured as a Unified CCX agent in Possible Cause the Cisco Unified Communications Manager User Information web page. In Cisco Unified Communications Manager, verify configuration information in the Recommended Action User Information web pages. For each user, under Associated Devices, verify that a phone is associated, and verify that the Unified CCX extension radio button is selected.

  • Page 78: A Media Step Causes A Could Not Create Playpromptdialog Object Exception

    Least Skilled, Most Skilled by weight, Least Skilled by Weight, Most Skilled by Order, and Least Skilled by Order criteria. You might want to use a skills-based CSQ in order to use a specific resource Recommended Action selection criteria. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-14...

  • Page 79: Unable To Record An Agent

    Currently, CAD supports only the G.711 and the G.729 codeces. If your codex setting is Possible Cause different in the Cisco unified Communications Manager, for example, if your setting is G.722, then you can experience these problems. Make sure you have disabled "Advertise G 722 codex" on the agent phone and make Recommended Action sure your settings in Unified CM are for the G.711 or the G.,729 codex.

  • Page 80: Agents Do Not Show In A Csq

    VoIP Monitor Server check box during the installation of Cisco CRS. Recommended Action Reinstall Cisco CRS. Make sure to check the VoIP Monitor Server check box in the Component Distribution pane. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

  • Page 81: Cisco Unified Ip Ivr Problems

    • Cisco Unified IP IVR drops callers when transferring to an extension After Cisco Unified IP IVR transfers a call to an extension, the called party hears a busy signal Symptom when taking the call and the caller is dropped.

  • Page 82: Some Prompts Do Not Play

    Uploading a license file can result in a warning message, page 8-20 User cannot log in to the CRS web page, page 8-20 • Refreshing subflow script does not update parent scripts, page 8-20 • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-18...

  • Page 83: The Crs Administration Authentication Web Page Is Not Available

    CRS system. (By default, the CRS system is installed in the c:\Program Files\wfavvid folder.) Start the Cisco CRS Node Manager service. Step 3 Step 4 Wait for a few minutes and try to browse to the URL again. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-19...

  • Page 84: Uploading A License File Can Result In A Warning Message

    CANCEL will keep the license package unchanged. User cannot log in to the CRS web page Symptom A user cannot log in to the Cisco CRS web pages after the CRS Administration times out. Error Message None. Possible Cause If you perform no activity for 30 minutes, the CRS system automatically logs you out.

  • Page 85: Crs Supervisor Web Page Cannot Be Viewed From Crs Server

    Error Message None. Possible Cause If the Cisco CRS Supervisor is running on a computer with the language set to Simplified Chinese, you cannot view the Cisco CRS Supervisor web page from the Cisco CRS Server. Use a client computer to view the Cisco CRS Supervisor web page.

  • Page 86: Zip File Does Not Auto Unzip On Document Management Page

    Check that your zip file does not contain any files that do not belong to a folder while uploading at • the root level. Check that all the files have a valid extension. • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-22...

  • Page 87: A Component Manager Goes Into Partial Service When Uploading A Zip File

    The CRS Admin Utility will not run on a none bootstrap node, page 8-25 • The CRS Admin Utility will not run since the Node Manager hung, page 8-25 • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-23...

  • Page 88: The Cluster Is Not In Synchronization

    When the Admin Utility fails on one node due to data corruption, try to run it from Recommended Action another bootstrap server node. If the Admin Utility fails agin, contact TAC. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-24...

  • Page 89: The Crs Admin Utility Will Not Run On A None Bootstrap Node

    Historical Database db_cra is full, page 8-27 • E-mail notification of database purging activities is not sent, page 8-27 • Syslog or SNMP trap notification of database purging activities is not sent, page 8-28 • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-25...

  • Page 90: Cannot Configure Application Or System Parameters From Their Pages In Crs Administration

    The cause of this problem could be one of the following: Possible Cause Automatic purging is not configured properly. • • You have changed the system clock on the CRS server. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-26...

  • Page 91: Historical Database Db_Cra Is Full

    Step 3 address is separated with a semicolon (;), comma (,), or space. Make sure that the Send Email Notifications To field contains no more than 255 characters. Step 4 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-27...

  • Page 92: Syslog Or Snmp Trap Notification Of Database Purging Activities Is Not Sent

    The CRS system does not send Syslog notification or SNMP trap notification of purging activities. Error Message None. The Cisco CRS Alarm Service is not running, Syslog is not configured, or SNMP service Possible Cause is not configured. Complete the following steps: Make sure that the Cisco CRS Alarm Service is running.

  • Page 93: Error Occurs With Reactive Debugging Tool

    CRS Engine does not start and an RMI port in use error appears, page 8-30 • Attempting to start the Cisco CRS Node Manager service causes an error 1067, page 8-31 • Attempting to start the Cisco CRS Node Manager service causes an error 1069, page 8-31 •...

  • Page 94: Agent Cannot Go Ready After Logging In

    Agent cannot go Ready after logging in Symptom Agent cannot go Ready after logging in. Error Message The Cisco Agent Desktop says that the resource's device is off and the agent extension is out of service. The agent's ephone does not have a session-server configured.

  • Page 95: Attempting To Start The Cisco Crs Node Manager Service Causes An Error 1067

    CRS Engine Problems Attempting to start the Cisco CRS Node Manager service causes an error 1067 Symptom You attempt to start the Cisco CRS Node Manager service in the Windows Services window and the following message appears. Error Message Could not start the Cisco CRS Node Manager service on local computer. Error 1067: The process terminated unexpectedly.

  • Page 96: Crs Engine Is Running But Calls Are Not Answered

    If the JTAPI subsystem is in partial service, see the “JTAPI subsystem is in partial service” troubleshooting tip in this guide. If the JTAPI subsystem out of service, refer to the “CRS Provisioning for Cisco Unified Communications Manager” section in the Cisco Customer Response Solutions Administration Guide for information about configuration.

  • Page 97: An Error Message Plays When Calling A Cti Route Point

    From the CRS Administration web page, choose Applications > Script Management and upload the application script to the repository. When prompted, click Yes to refresh both script and applications. Step 3 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-33...

  • Page 98: Call Drops During Transfer Over Gateway

    The H.323 client does not support the Empty Capability Service and the H.323 port on Possible Cause the Cisco Unified Communications Manager is not configured to use a Media Termination Point (MTP). Update the configuration of the Cisco Communications Manager H.323 port to Recommended Action require an MTP and reset the H.323 port.

  • Page 99: The Crs Server Runs Out Of Disk Space

    The CRS server CPU works at or close to 100 percent capacity. DTMF digits are delayed. Error Message None. One of the following configurations might be causing this problem: Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-35...

  • Page 100: Database Subsystem Goes Into Partial Service

    For example, polling can detect when an agent is added to a call center or a CTI port is added to the CRS Engine. If you do turn off polling, Cisco Unified Communications Manager does not update new devices automatically. For example, you must restart the CRS Server after adding a new CTI port or route point to Cisco Unified Communications Manager.

  • Page 101: Jtapi Subsystem Is In Partial Service

    Complete the following steps: Refer to the CRS trace files to determine what did not initialize. Step 1 Verify that all CTI ports and CTI route points are associated with the JTAPI user in Cisco Unified Step 2 Communications Manager.

  • Page 102: The Simple Recognition Step Takes The Unsuccessful Branch

    The calling device’s codec is possibly incompatible with CRS. Possible Cause Use the transcoding service on Cisco Unified Communications Manager or ensure Recommended Action that the calling device is using G.711 or G729, depending on what is configured on the CRS server.

  • Page 103: Prompt Exception In Crs Engine Log File

    Recommended Action problem, stop the Cisco CRS Engine. Choose System > Engine from the CRS Administration menu bar and then click Stop Engine. Alternatively you can use the Windows services console to stop the Cisco CRS Engine. CRS Engine does not start...

  • Page 104: Crs Server And Active Directory Integration Results In Some Services Being Unregistered

    CRS Server and Active Directory integration results in some services being unregistered Installing Cisco CRS Server into a corporate Active Directory to take advantage of a single Symptom logon to access the DESKTOP_CFG share, instead of creating local logon account and local permissions on the CRS Server, results in some services not being registered.

  • Page 105: After Installing Jre, The User Receives A Message From Real-Time Reporting Saying To Install Jre

    A Database Connection Error 5051 error appears, page 8-47 • Export file name does not appear in Export dialog box, page 8-48 • Cannot point to local applications from the Database Server Configuration page, page 8-48 • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-41...

  • Page 106: Exported Pdf Report Does Not Print In Landscape Orientation

    Restart the machine. When you see the Windows XP login screen (with the user icon turned on), pressCtrl-Alt-Del twice and then choose the Administrator User ID. • Create a new user account in the XP system other than Administrator. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-42...

  • Page 107: Client And Server Security Policies Do Not Match

    Symptom The Cisco CRS Historical Reports client does not work on Windows 2000 Professional when the Cisco CRS Server is on the Windows 2003 operating system if the security policies on the client and server do not match. Error Message None.

  • Page 108: Agent Names Overwritten On Charts

    Be aware of this limitation when exporting reports in RTF. Recommended Action Scheduler icon does not appear on Terminal Services client The Scheduler icon does not appear on the Terminal Services client when you run the Cisco Symptom CRS Historical Reports client under a Terminal Services session.

  • Page 109: Search Dialog Box And Preview Tab Appear In English On Windows System With Locale Set To German

    Wait for the export operation to complete. Or, check the CiscoSChPrintExport.log Recommended Action file. Error when choosing an option from the Historical Reporting web page An error message appears when you choose an option from a web page in Cisco Historical Symptom Reporting. Error Message Not defined.

  • Page 110: Truncated Report Description In Historical Reports Client

    Historical Reports log file. Search for the error number. The cause of the error will appear near the error number. You can use this information to resolve the problem. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-46...

  • Page 111: Some Information Appears In English On A German System

    Network connectivity is down or the client connection setting is incorrect. Complete the following steps: Recommended Action From the Windows Control Panel on the CRS Historical reports client computer, choose Data Sources Step 1 (ODBC). Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-47...

  • Page 112: Export File Name Does Not Appear In Export Dialog Box

    Error Message None. Possible Cause If you click the Export Report tool in the Report Viewer on a Cisco CRS Historical Reports client computer on which the language is set to Simplified Chinese, the Export dialog box will not contain a default export file name.

  • Page 113: Attempt To Log In To The Crs Server From The Historical Reporting Client Fails And An Error Message Is Returned

    The historical reporting client might not have privileges assigned to view all the Unified Possible Cause CCX Standard reports. From the Cisco CRS Administration menu, select Tools > Historical Reporting Recommended Action and check to be sure the license provides eight Unified CCX reports and two IVR reports.

  • Page 114: Discrepancy In Number Of Acd Calls Shown On Custom Reports

    Symptom of the chart does not. Error Message None. This problem occurs when you print directly from the Cisco CRS Historical Report Client Possible Cause Viewer and is related to the third-party printing driver from Crystal Decisions. Export the report to PDF output or any other supported file format and print from Recommended Action the output file.

  • Page 115: Historical Reporting Client Window Shows Nothing In User Drop-Down Menu

    CRS Historical Reporting Problems ClickAdvanced. Step 5 In the Do not use proxy server for addresses beginning with field, enter the IP address of the Cisco Step 6 CRS server to which the Historical Reports client system logs in. Click OK as needed to save your changes.

  • Page 116: Scheduler Dos Exception Error Received When Running A Custom Report

    AuthReqTimeOut in the General section to a larger value than the current one (default value is 15 seconds). Restart your Cisco CRS Historical Reports client and attempt to log in again. Step 4 Scheduler DOS exception error received when running a custom report...

  • Page 117: Error Message Appears Indicating Connection With Database Is Broken

    Verify that you have select the correct Grammar Variant. If you use Nuance, select "Nuance." If you use Step 2 any other vendor, select "Standard," and in the case of a mixed environment, select "Both." Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-53...

  • Page 118: Recognition Never Times Out

    Overprovision MRCP ASR Dialog Control Groups by a factor of 1.2 or by an Recommended Action additional 20 percent. For example, if your application requires 100 MRCP ASR channels, then configure 120 MRCP ASR channels. Complete the following steps: Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-54...

  • Page 119: Mrcp Asr Subsystem Is Out Of Service

    MRCP ASR Subsystem. If you want the changes to take effect immediately without having to restart the Recommended Action engine, do the following: Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-55...

  • Page 120: Calling A Route Point With An Mrcp Asr Dialog Group Results In Default Treatment

    Provider. Outbound Problems This section contains the following troubleshooting tips on Outbound problems: • Agent does skip or skip-close but does not stay reserved, page 8-57 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-56...

  • Page 121: Agent Is Not Getting Callbacks

    Agent is not getting callbacks Agent is not getting callbacks. Symptom Error Message None. The system time on the Cisco Agent Desktop (CAD) could be incorrect. Possible Cause Recommended Action Ensure that the system time on the CAD is correct.

  • Page 122: Errors Placing Outbound Calls

    To display the additional buttons for the Outbound feature on CAD, the Direct Recommended Action Preview option must be enabled on CDA. See the Cisco Desktop Administrator’s User Guide and the Cisco Agent User Guide, Release 6.4 for Unified CCX, Release 5.0(x).

  • Page 123: Outbound Buttons Show Up But Are Disabled On Cad

    The campaign has correct start and end times. • The customer dialing time range is correct. • Non-Cisco IP Phone Agent (non-IPPA) agents are available (Inbound calls take precedence). • Contacts have been imported for the campaigns. • Outbound call volume is low The number of Outbound calls is low.

  • Page 124: Outbound System Service Is Not In Service

    You can get the complete list of reports from the the CRS Historical Reports. See Recommended Action the Cisco Customer Response Solutions Historical Reports User Guide and the Cisco Customer Response Solutions Administration Guide the Managing Cisco CRS Historical Reporting chapter.

  • Page 125: Provider Becomes In_Service Immediately

    CRS Editor Create TTS Prompt step, explicitly specify the desired TTS provider in the Overrride TTS Provider field. If using VXML scripts, specify the desired TTS provider for Nuance Vocalizer 3.0, and the configure it as follows: <property name="com.cisco.tts.provider" value="Nuance Vocalizer 3.0"/> • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-61...

  • Page 126: A Tts Prompt Is Not Recognizable

    Verify that the MRCP TTS servers are up and reachable. Step 2 Long TTS prompts consume significant memory on CRS Server Long TTS prompts consume significant memory on the Cisco CRS Server. Symptom Error Message None. Long text files will increase memory usage on the CRS Server. For example, a 5 KB text Possible Cause file requires a 2.5 MB audio file.

  • Page 127: Non-Utf-8 Characters Needed For Some Languages

    Prompts specified in VXML scripts or prompts created using the workflow CreateTTSPromptStep are Note played out using TTS. Such prompts can mix text with audio files. Cisco CRS supports wave file formats with RIFF headers. For details on where prompts are played out, see the Cisco CRS Administration Guide.

  • Page 128: Changes, Additions, Or Deletions To Mrcp Tts Providers, Mrcp Servers, Locales, Or Genders Do Not Take Effect

    Serviceability does not uninstall completely, page 8-67 • Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes, page 8-67 • Virus Scan software slows Call Completion Rate, page 8-68 • Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-64...

  • Page 129: Snmp-Based Network Management Tools Cannot Monitor Crs Components

    Make sure that the subagent DLL exists under the directory specified in the registry. For example, expect the subagent SnmpSysAppAgent to have a registry under HKEY_LOCAL_MACHINE\SOFTWARE\ Cisco Systems, Inc.\SnmpSysAppAgent\CurrentVersion and a path name that points to the location of the SnmpSysApp subagent SnmpSysAppImpl.dll.

  • Page 130: Syslog Messages Not Received By Receiver

    Syslog Support section in Part I: Serviceability. Perform the following actions on the CRS server: Recommended Action Choose Start > Settings > Control Panel > Administrative Tools > Services and verify that the Cisco Step 1 CRS alarm Service is running.

  • Page 131: The Alarm Service Does Not Start

    Verify that AlarmNTService.exe exists in the C:\program files\cisco\AlarmService directory. If it does not exist, reinstall the CRS system. For installation instructions see the Cisco CRS Installation Guide. Make sure that the Cisco CRS Alarm Service is running. If this service is not running, register this Step 2...

  • Page 132: Virus Scan Software Slows Call Completion Rate

    Japanese, and Korean. Error Message None. Possible Cause In the Cisco CRS User Options Alternate Pronunciations web page, entering information in the First Name and Last Name fields does not produce the expected results for Chinese, Japanese, and Korean. Recommended Action To work around this problem, enter the given name in the First Name field, and enter the family name in the Last Name field.

  • Page 133: Language Specified Is Not Accepted Or Played

    Make sure the Provider selection is set correctly. Step 3 If using VXML scripts, specify the desired TTS provider. For example, for Nuance Vocalizer 3.0, the Step 4 configuration is as follows:<property name="com.cisco.tts.provider"value="Nuance Vocalizer 3.0"/> Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-69...

  • Page 134: Timeout Attribute For Non-Input Does Not Work

    Make sure the file fetching locations are reachable and correct. Step 7 Check the syntax of the application by including VoiceXML DTD shipped with Cisco CRS. Step 8 Timeout attribute for non-input does not work The timeout attribute when set to 0 causes VXML script execution to wait forever when run Symptom with Nuance.

  • Page 135: High Availability And Bootstrap

    Symptom #2: when bootstrap_mgr debug log is turned on, if you see "Recovery.recover" and "about to recover." but did not see "Recovery.recover(): total pending tx: or "Recovery.recover(): no pending tx". Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-71...

  • Page 136: High Availability And Failover

    The CRS log layer does not dynamically adjust the log file size after the right value Possible Cause synchronizes down from LDAP. Restart the Cisco CRS Node Manager. Recommended Action Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-72...

  • Page 137: Conflicts In Datastore Control Center History

    The client computer must be able to resolve the name of the server, and the server must be be able to resolve the name of the client. If NetBIOS cannot resolve the names, you can add entries to the LMHOSTS files on the computers. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-73...

  • Page 138: Service Constantly Shows Invalid

    Go to the Windows Services Control Panel. Under the Recovery tab, change First/Second/Subsequent Step 1 failures action toTake No Action. Look at the Cisco MCVD log first to identify the failure service; then go to the log of that service to find Step 2 the reason.

  • Page 139: Server Is In Partial Service

    The problem could be caused by one of the following: • The service is not started. A dependent service is not started. For example, the Cisco Desktop Service does not show • Master/Slave status unless the CRS Engine is running, and the Cisco SQL Server (Config/Historical/Repository/Agent) does not show Master/Slave status unless the Microsoft Distributed Transaction Coordinator or the Microsoft SQL Agent is running.

  • Page 140: Cluster Time Synch Fails

    The NTP service has a built-in threshold of 1000 seconds. If the time difference between Possible Cause the NTP client (CRS machines) and the server (Cisco Unified Communications Manager) is more than this threshold, the NTP service does not correct the time.

  • Page 141: Voip Monitor Does Does Not Work Correctly

    In the Connections window, note that the VoIP Monitr NIC is higher in the order. Set the VoIP Monitor NIC to have a the lower priority than the NIC used by CRS Recommended Action for communication. Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-77...
  • Page 142 Chapter 8 Troubleshooting Tips VoIP Monitor Problems Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) 8-78...

  • Page 143: I N D E X

    Backup, Restore, and Upgrade cannot be started from a client desktop CME Telephony problems Backup failed for a one or two-node system A functional routing point stopped or the CME Telephony subsystem is in partial service Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-1...
  • Page 144 Unable to connect to JTAPI provider 8-37 availability 8-27 Voice Browser step throws an exception 8-30 HR client login error 8-26 Syslog or SNMP trap notification of database purging activities is not sent 8-28 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-2...
  • Page 145 8-46 Reporting client fails 8-49 Truncated report description in Historical Reports Cannot point to local applications from DB client 8-46 configuration page 8-48 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-3...
  • Page 146 Not all contacts get imported 8-58 SNMP On the Campaigns Configuration web page, the available CSQs list is empty even though there are agent and subagents CSQs configured 8-58 basics Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-4...
  • Page 147 Agent cannot log in on shared line 8-10 CRS Server 8-62 When agent drops from conference, all parties on conference are dropped MRCP TTS subsystem is out of service 8-10 8-62 Unified IP IVR problems Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-5...
  • Page 148 VoIP Monitor does not work correctly 8-77 VXML problems Menu Choice DTMF does not work 8-70 Timeout attribute for non-input does not work 8-70 Voice Browser Step troubleshooting steps 8-69 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) IN-6...

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