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Troubleshooting Tips for Unified CVP The following tips were added by Cisco Documentation: General Troubleshooting Intermittent Timeout Issues Windows OS Application Log Fills up Error When Adding a Dial-Peer "Java is Not a Recognized Program" Error "Password Does Not Meet the Operating System Security Requirements" Error Password Lost or Forgotten Server IP Address Has Been Changed Unable to Open Command Prompt Window or Other Applications When Hyperthreading Is Enabled, Unified CVP Performance Is Degraded Users Cannot Login Errors Reported by Various Unified CVP Components Other Areas to Check Unified CVP Error Message is not Heard When IP Originated Call Encounters Error Graceful shutdown does not work when Call Server is in partial service Call Server Call Server: Device Becomes Corrupted Call Server: SSL Recovery Call Server: Resource Manager Service Fails to Start Call Server: Call Server Is Not Reachable Call Server: Call Server Cannot Communicate with Co-located Reporting Server Call Server: Call Server or VoiceXML Service Cannot Be Restarted Call Server: Connection with PIM Dropped, Call Server Going Out of Service Call Server: H.323 Service Cannot Access Call Server Call Server: Resetting System Clock Stops IVR Service Requests Call Server: IVR Service CALL_RESULT Returns Error Code Other than 0 Call Server: Call Server Is Unreachable Call Server: Received ERROR_SCRIPT_NAME 6 on IVR Service Call Server: Invalid Path or File Name Call Server: “Dialogue Failure Event” Error in the Call Server Log Files Call Server: Call Server “Variable Data Is Invalid” Error Call Server: Unable Add IOS Device Because Device Is Already Managed Call Server: VRU Application Error in Call Server Log Call Server: ECC Variable Contents Truncated after Passing through Call Server Call Server: "Have You Configured Your Call Server?" Error Call Server: Erratic Behavior When Everything Is Configured Properly Call Server: IVR Subsystem Goes into Disabled State When Call Server Service Starts Call Server: IVR Subsystem Returns a 500 Rejection on VXML Fetch from Gateway Call Server: Full Video Call Disconnected When Routed Through IVP Call Server: SIP Code 488 or 603 Returned on Full Video Call Rejection Call Server: Full Video Warm Transfer with Queuing Not Working Call Server: CVP Warm Transfer With Queuing Get Disconnected Call Server: Hold Movie not Visible to Caller on Hold Call Server: Full Video Calls Drop upon Dialing the DNIS Call Server: Undecipherable Message Is Displayed When the VMS Subsystem Is Down Call Server: Connection between Unified CVP and IVP cannot be established when setting up TLS Call Server: Only One Call Server Is Receiving Calls Call Server: Calls Are Disconnecting Call Server: Non-English Video Text Overlay is Garbled in Full Video Call Server: Movie Media of Video Micro-Application Cannot be Interrupted Call Server: Media Poller timing issues Call Server: Invalid Thumbnail Images on VMS Server Call Server: CALL Server Cannot Connect to IVP Server Call Server: VMS Administrator Replaces Video Content While Agent is Previewing Call Server: VMS Administrator Replaces Video Content While Agent is Pushing Initial Video to Caller Call Server: Unable to Process Playback Request Unified CVP: Call Server - Multiple valid licenses are chosen at random Unified CVP: Call Server - Multiple valid licenses are chosen at random VXML Server VXML Server: Ended Session Request Error VXML Server: Ending Session Request Error VXML Server: Session Does Not Contain Call Information VXML Server: Rapid Multiple Sequential Applications Warning VXML Server: Session Loss During a Call Error VXML Server: Session Ending within an Element Error VXML Server: Empty Error Message VXML Server: VXML Server Displays Information of an Old Version VXML Server: VXML Server Console Displays No Information VXML Server: VXML Server Sample Application Displays Page Not Found VXML Server: VXML Server Sample Application Displays Technical Difficulties VXML Server: Excessive Unavailable ASR Errors in VXML Server Log VXML Server: VXML Server Loggers Not Functioning VXML Server: VXML Server Is Unreachable VXML Server: VXML Server Does Not Start After Patch VXML Server: VXML Server Fails After CVP 7.0 Upgrade VXML Server: VoiceXML Scripts Fail VXML Server: Call Start Element Deleted From VXML Server VXML Server: VoiceXML Application Fails to Access Another Resource VXML Server: Error 500: Error Initializing Velocity VXML Server: Keytool Error: Failed to Establish Chain from Reply VXML Server: VXML Server Statistics Not Available Error Message Unified CVP: VXML Server - Error event, error.badfetch, is not thrown when an audio file cannot be played Unified CVP: VXML Server error message about java not being a recognized command when running deployApp.bat Unified CVP: VXML Server - Resolving badfetch Errors Unified CVP: VXML Server - System.out.println( ) is no longer getting printed to Tomcat stdout log Reporting Server Unified CVP: Reporting Server Logging Causes Performance Issues Reporting: Agent-initiated calls that result in Prompt Play Reporting Server: Cannot Initialize the JDBC Connection Reporting Server: CVP Error Log Reporting Server: Errors During Reporting Server Database Purge Reporting Server: Failure to Receive Messages from the Message Bus Reporting Server: No Informix Services Found on Reporting Server Reporting Server: Purge Cannot Run Reporting Server: Queries Timing Out Under Load Reporting Server: Reporting Server Association Error Reporting Server: Reporting Server Cannot Connect to Database Reporting Server: Reporting Server Cannot Initialize JDBC Connection Reporting Server: Reporting Server Goes into Partial Service Mode Reporting Server: Reporting Server Is Unreachable Reporting Server: Reporting Server Not Receiving Messages From Message Bus Reporting Server: Reports Are Slow Reporting Server: Starting Informix Database Causes Client Locale Not Set Error Reporting Server: What are the Informix Error Codes? Reporting Server: Goes to Partial Service Mode Unified CVP: Reporting - Agent-initiated calls that result in Prompt Play Unified CVP: Reporting Server Installation and Purge Audio Audio: Incoming Audio-Only Calls to IVP Are Not Rejected Audio: Caller Hears Nothing but No Errors Logged Audio: Caller Does Not Hear Prompt or Expected Event Does Not Occur Audio: No Audio After Consult Transfer Audio: One-Way Audio on Voice Gateway Audio: GetSpeech Micro-Application With Datatype "Currency" Does Not Work with Negative Currencies Audio: A Prompt File From Media Server Did Not Run Audio: Long Pauses between Prompts Audio: Caller Hears System Error Message Audio: Prompts Not Played Intermittently, Random Prompts, Random ICM Scripts Audio: Prompts Not Played if SetTransferLabel is Configured Audio: No Ring Tone When Transfer to Unified CCE Agent Audio: Garbled Prompts or Voice Audio: Caller Hears Prompt then Dead Air, Fast Busy, or Pause, then Disconnected Audio: One-way Voice after Agent Transfer Audio: Micro-Application May Not Always Create Correct VoiceXML Audio: Large Number of No Matches for Speech Recognition Audio: Same Prompt Repeats Multiple Times Audio: Cannot Deploy Newly Added Speech Server Audio: SpeechWorks Does Not Work with Unified CVP Audio: Hearing English System Critical Message When Locale Not Set to en-us Audio: Speech and DTMF Keystroke Recognition Take Long Time to Complete Audio: Speech Recognition Does Not Recognize Wide Character String Grammars Audio: Large Number of Invalid Entries for Speech Recognition Audio: DTMF Barge-in Not Detected Audio: Clicking Noise Heard During Scansoft TTS on IP Phones "Failed - Device is using an old Unified CVP version that does not support this operation" Transfer and Connect Transfer and Connect: Agent Does Consult Transfer to CVP and Completes Consult While Connected to IVR Transfer and Connect: Agent Available and Transfer Does Not Happen Transfer and Connect: Problem with IP Transfer Transfer and Connect: Agent Cannot Transfer Calls to Unified CVP or Another Agent Transfer and Connect: Agent Cannot Perform a Consult Transfer and Conference to a Second Agent Transfer and Connect: Ringtone Video Is Not Visible During Consult Transfer Transfer and Connect: When a Call Is IP Transferred, the Caller Is Disconnected Transfer and Connect: A Call Placed from an Analog Phone on an FXS Port Fails Transfer and Connect: Calls Dropped When a Caller Tries to Invoke Supplementary Services Transfer and Connect: Call is Disconnected during IP Transfer and the Gatekeeper Is Configured Transfer and Connect: Agent Desktop Gets a "Call Failed Due to Network Interruption" Error Transfer and Connect: Call Back For IVR Service Treatment or Subsequent Network Transfer Fails Transfer and Connect: Call Disconnected As Soon As Agent Answers Transfer and Connect: Call Immediately Disconnected and Caller Hears Nothing Transfer and Connect: Agent Goes Ready, Queued Caller Never Delivered to Agent Transfer and Connect: Post-Route Transfers Do Not Work Transfer and Connect: No Ringback on Blind Transfer Transfer and Connect: RONA and Router Requery Not Working as Expected Transfer and Connect: Call Disconnected as Soon as Agent Answers Transfer and Connect: DTMF Tones not Recognized Transfer and Connect: Re-route On No Answer CallDisposition RNA Code 19 Unified Communications Manager Unified Communications Manager: ASP Error Occurs on Unified CM Unified ICME Unified ICME: Unified ICME Lookup Requests Show 0 Unified ICME: Unified ICME Timeout Occurs and No Error Found Unified ICME: Call Receives Default Route Label From Unified ICME Unified ICME: ICM Script Fails on Run VRU Script Node Unified ICME: Running Out of ECC Variable Space Unified ICME: VRU Script Returns Incorrect Result Unified ICME: Incorrect Number for Play Data Micro-applications Unified ICME: Caller Is Restarted at Beginning of ICM Script Unified ICME: Numeric data Is not Playing in the Expected Format Unified ICME: Unified ICME Service Control Only Displays H.323 Service After Core Software Install Unified ICME: Error Code 31, 32, 33 Returned to ICM Script Unified ICME: Error Code 9 Returned to ICM Script Content Services Switch Content Services Switch: Content Services Switch Shows Call Server Out of Service but IVR Service Is up H.323 Troubleshooting H.323 Troubleshooting: H.323 Service Process Restarts Unexpectedly H.323 Troubleshooting: H.323 Service Out of Service H.323 Troubleshooting: H.323 Service Log Indicates Wrong Number of Licensed IVR Service Ports H.323 Troubleshooting: H.323 Service Must be Registered with Gatekeeper to Perform IP Transfers Error H.323 Troubleshooting: Unexpected Event for the Gatekeeper Registrations Error H.323 Troubleshooting: VBadmin Command Fails H.323 SNMP Trap Codes SIP Troubleshooting SIP Troubleshooting: SIP to SIP Calls Do Not Play Ring Ringback Tone SIP Troubleshooting: Assigning DN Auto Answer Settings for Shared Lines SIP Troubleshooting: SIP Calls Experience Long Delay or Fast Busy SIP Troubleshooting: SIP Calls Receives 500 Internal Server Error "Routing Failed" Event SIP Troubleshooting: SIP Call Receives 489 Bad Event Message SIP Troubleshooting: Back to Back User Agent (B2BUA) Sending 503 Server Not Available SIP Troubleshooting: REJECTED WITH 401 - Unauthorized Reason: Q.850;cause57 SIP Troubleshooting: MTP Resource Allocated Even Though MTP is Disabled SIP Troubleshooting: SIP Call Fail on SIP Trunk on Unified CM to Back to Back User Agent SIP Troubleshooting: SIP Call Is Cleared From Unified CVP with Code 127 SIP Troubleshooting: Critical Error Audio Is Not Heard on an Abnormal Disconnect SIP Call SIP Troubleshooting: SIP Calls Survivability Script Failing SIP Troubleshooting: 482 Loop Detected Error from CUPS SIP Proxy SIP Troubleshooting: SIP Call Fails with 404 Not Found Error Message SIP Troubleshooting: H.323 Gateway/SIP Call with IVR Service is Terminated with Reason Code: Q.850;Cause38 SIP Troubleshooting: SIP Call Drops When Mobile Agent's Phone (Remote CTI Port) is Busy SNMP Troubleshooting SNMP Troubleshooting: SNMP Notification: authenticationFailure Installation/Upgrade Troubleshooting Installation Troubleshooting: Increase Size of the Virtual Memory Paging File Installation Troubleshooting: InstallShield Engine Cannot Be Installed Installation Troubleshooting: File in Use Message When Uninstalling Installation Troubleshooting: Error Uninstalling WebSphere Application Server Installation Troubleshooting: Password Issues Installation Troubleshooting: Reporting Password Error During Installation Installation Troubleshooting: Install Radvision Package in Linux Installation Troubleshooting: Dialog Box During Reporting Uninstallation Installation Troubleshooting: Install with Non-US English Region/Locale Settings Installation Troubleshooting: Call Server CPU spikes to 90%-100% Unified CVP: Cannot upgrade to Call Studio 7.0(2) if Call Studio 7.0 was installed on an unsupported OS Unified CVP: Installation/Upgrade Troubleshooting: Reporting - failure launching the Informix installer Unified CVP: Installation/Upgrade Troubleshooting: Upgrade fails with ERROR: Unable to set permissions Gateway Troubleshooting Gateway Troubleshooting: Ringing Stops on IP Phone Calling TDM Gateway Troubleshooting: Gateway Cannot Connect to ASR/TTS Server Gateway Troubleshooting: Pressing Digit 9 Causes No-Match Gateway Troubleshooting: Receiving Bootstrap Warning Error Gateway Troubleshooting: Switch Transfer Is Not Going to the Gateway Defined in the Gatekeeper Zone Prefix Command Gateway Troubleshooting: Undeclared ECMAScript variable audium_vxmlLog Unified Presence Server Unified Presence Server: Installation Keeps Failing in Network Connectivity Validation Page Unified Presence Server: The Install Complains About Hardware Check Failure Unified Presence Server: Call Fails When Transferred to Agent Operations Console (OAMP) Operations Console (OAMP): OAMP Functionality Is Limited Unified CVP: Operation Console (OAMP): FireFox Password Manager Utility Causes Confusion Unified CVP: Operation Console (OAMP): sqledit.bat throws error, does not start Cisco Security Agent (CSA) Cisco Security Agent (CSA): CSA Agent is Disabled; You Cannot Re-enable It Support Tools Support Tools: Unable to Login to Support Tools Backup and Restore Backup and Restore: Reporting Server Purging Daily Backup and Restore: Changing Backup Server Requires Restart Backup and Restore: "Retrying ASR Server. Last tried BACKUP asr-en-US-backup. primary tried:0, backup tried:1" Error Call Studio Unified CVP: Unified Call Studio: Activating Call Studio License Courtesy Callback Unified CVP: Courtesy Callback Record Name Beep is not Heard Courtesy callback is not offered, when EWT in the ICM is set more than 30 minutes System CLI Troubleshooting Unified CVP: System CLI: Command takes long time to complete Unified CVP: System CLI: Missing data Unified CVP: System CLI: System mode takes a long time for initialization on first attempt or system init Unified CVP: System CLI: Unable to login Web Services Manager (WSM) Troubleshooting Unified CVP: WSM - Diagnostic Portal API response contains error Unified CVP: WSM - Diagnostic Portal API returns partial data Unified CVP: WSM - Unable to get any response from WSM Unified CVP: WSM - Unable to login WSM user PGW Troubleshooting PGW: DTMF is not recognized PGW: Music on hold cannot be heard by caller PGW: Blind transfer ringtone cannot be heard PGW: Delay in failover causes additional dropped calls Agent Greeting Agent Desktop Does Not Enable Login Agent Greeting Enable/Disable Button is Grayed Agent Greeting Fails to Play - ICM Router Event ID: 64 EnterpriseAgent PIM Event ID: 27 Agent Greeting Fails to Play - Agent PIM log has no route request Agent Greeting Fails to Play - Agent greeting disabled for agent Agent Greeting Fails to Play - CRITICAL: Failed to resolve hostname Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 41 Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 42 Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 43 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 36 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 38 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 40 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 49 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 52 Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 57 Agent Greeting Fails to Play - ICM Router Error Code: 63 EnterpriseAgent PIM Event ID: 27 Agent Greeting Fails to Play - ICM Router Event ID: 637 Agent Greeting Playback Gets Cut Off Agent Greeting Record Application Fails Agent Greeting Recording Fails - Check Required Information,exit,no ftp server Agent Greeting Recording Fails - FTP Deployment Error,enter Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max disconfirmed Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max noinput Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max nomatch Agent Greeting Recording Fails - Script aborts at the RunExternalScript node Agent Unable to Record Greeting - ICM Router Event ID: 63, 66 EnterpriseAgent PIM Event ID: 43 Agent Unable to Record Greeting - ICM Router Event ID: 63, 66 EnterpriseAgent PIM Event ID: 44 Agent Whisper Agent Whisper - Call Fails Agent Whisper - Poor Caller Rington Quality Caller Hears Silence Before the Greeting Plays Canned AG.ICMS Script Fails to Play VRU Script when the Call needs to be Queued Whisper Announcement Fails to Play Whisper Announcement Fails to Play - Call.WhisperAnnouncement variable set without Whisper Announcement Fails to Play - B2BUA is not configured Whisper Announcement Fails to Play - During Transfer Request Whisper Announcement Fails to Play - No Default Label Configured Whisper Announcement Fails to Play - Whisper Call Setup Failed Whisper Announcement Fails to Play - Whisper Prompt Playback Failed Troubleshooting Tips for Getting Started with CVP
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