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Cisco Unified CCX Problems
Check the RM JTAPI provider configuration and then stop and restart the CRS engine.
Step 1
Check to be sure the workflow scripts CM.aef and RM.aef are present on the Script Management page
Step 2
on CRS Administration. They are needed for the RmCm subsystem to be in service. If either of these
scripts are deleted, missing, or corrupted, the RmCm subsystem will not go IN SERVICE. To recover,
upload new copies of these scripts from C:\Program Files\wfavvid\scripts\system\default\rmcm, and
restart the CRS Engine.
RmCm remains in Initializing state
Symptom
Error Message None.
Possible Cause
Recommended Action
cluster. If the service is stopped, start it.
Agents, Supervisors, or Teams are out of synch
Symptom
Administrator (CDA).
Error Message None.
Possible Cause
Recommended Action
the CRS profile name) and clicking Setup > Synchronize Directory Services.
Agent or CSQ does not appear in Cisco Desktop Administrator (CDA)
Symptom
the CSQ does not appear in the CDA.
Error Message None.
Possible Cause
Recommended Action
subsystem to synchronize the agents.
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
8-12
The RmCm subsystem remains in the Initializing state after the CRS Engine starts.
The RmCm subsystem is unable to read any configuration information.
Make sure there is at least one "CRS SQL Server - Config" service running in the
Agents, Supervisors, or Teams are out of synch between Unified CCX and the Cisco Desktop
The automatic synchronization between Unified CCX and the CDA failed.
Launch a manual synch from the CDA by selecting the Logical Call Center (usually
After adding an agent or a contact service queue (CSQ) in CRS Administration, the agent or
The RmCm subsystem has not synchronized the agents.
Go to the Resources link under Subsystems > RmCm. This will force the RmCm
Chapter 8
Troubleshooting Tips
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Table of Contents
Troubleshooting
